Laura Mogollon
HFT 3799 / HFT 4955 / HMG 5957
During my study abroad experience at the Sandals Beach Resort in Turks and Caicos, I observed how multiple departments work together to create a seamless guest experience. From housekeeping and facilities management to human resources and resort leadership, each department plays a unique role, yet the resort’s strength comes from how these teams coordinate and communicate. For example, housekeeping and maintenance work closely to ensure guest rooms are not only clean but fully functional. When a maintenance issue arose, housekeeping immediately notified the engineering staff, who responded quickly to resolve the problem. This level of collaboration showed me how interconnected departments are and how each relies on the other to uphold the resort’s standards. From a leadership perspective, one quality that stood out was the hands-on attitude of managers and executives. While shadowing departments and touring operations, I noticed leaders would pick up trash or fix items that had been misplaced. This was not technically their responsibility, yet they did it without hesitation. Witnessing managers handle small tasks themselves demonstrated humility, accountability, and commitment to the guest experience. Effective leadership goes beyond giving directions; it involves leading by example and showing that no task is too small when it contributes to team success. The Skift article highlights that “leadership and organizational culture are fundamental in shaping guest experience and employee engagement” (Skift, 2020). By modeling the behaviors they expected from staff, leaders at the resort encouraged a culture of excellence and teamwork. Human resources played an essential role in supporting employees and maintaining a positive work environment. I observed HR facilitating training programs, recognizing achievements, and assisting with departmental challenges. Their efforts contributed to high morale, which allowed staff to perform at their best. The Forbes Travel Guide article explains that hospitality brands earn guest loyalty by investing in employee development and creating a culture of care: “Employees who are engaged and empowered are more likely to deliver exceptional experiences that strengthen brand loyalty” (Forbes Travel Guide, 2021). At the resort, this connection between employee support and guest satisfaction was evident in every interaction, from front desk operations to restaurant service. This study abroad experience has influenced my understanding of potential career paths within hospitality. I am particularly interested in guest operations, including entertainment planning and creating memorable experiences for visitors. I want to be part of the team that ensures each guest leaves with a positive impression and unique memories. I am also drawn to smooth bar operations and proper staff training, recognizing that these elements are crucial to service efficiency and overall guest satisfaction. Observing how leaders and staff worked together at Sandals Beach Resort helped me appreciate the careful planning, attention to detail, and strong communication required to deliver exceptional guest experiences. Experiencing this firsthand has solidified my interest in roles where I can help design, coordinate, and maintain high-quality guest interactions while supporting a motivated and well-trained team. Overall, my time at Sandals Beach Resort demonstrated that a successful resort functions as a coordinated system. Departments are interconnected, leaders guide with both authority and empathy, and a strong organizational culture enables staff to perform at their best. Observing these dynamics reinforced the importance of leadership, communication, and professional growth in shaping memorable guest experiences and long-term brand success. This experience has given me a deeper understanding of how operational decisions, human capital management, and thoughtful leadership intersect to create a cohesive and high-quality resort experience.
References
Forbes Travel Guide. (2021). How Hospitality Brands Are Earning Loyalty Across the Journey. Retrieved from https://skift.com/insights/new-report-how-hospitality-brands-are-earning-loyalty-across-t he-journey/ Skift. (2020, December 31). The Biggest Innovators in Travel and Hospitality: Covid Edition. Retrieved from https://skift.com/2020/12/31/the-biggest-innovators-in-travel-and-hospitality-covid-editio n/