During the FIU Hospitality study abroad program at Beaches Turks & Caicos, I had the chance to observe multiple departments and see how they work together to create the overall guest experience. We explored entertainment, housekeeping, food and beverage, and front office operations, as well as leadership-focused departments like Human Resources, cost control, and executive management. One of the biggest takeaways for me was realizing how interconnected these teams are and how much leadership shapes the resort’s success.
At first, I thought each department operated independently, but I quickly noticed how much they rely on each other. For example, the front office depends on housekeeping to ensure rooms are ready for arriving guests. Food and beverage teams coordinate with cost control and accounting to manage budgets and inventory. Even entertainment works closely with operations and management to deliver activities that match guest expectations. Watching these connections made me realize that a resort functions as a single system, where every department contributes to the overall experience.
Human Resources stood out to me in particular. Before this trip, I didn’t fully appreciate how essential HR is in a large resort. They handle hiring, training, and fostering a positive work culture for hundreds of staff members. By supporting employees and ensuring they feel prepared, HR directly impacts how staff interact with guests. Seeing HR in action highlighted how leadership and culture influence both employee performance and guest satisfaction. From a leadership perspective, teamwork and communication were the qualities that impressed me most. Managers emphasized supporting employees, keeping teams motivated, and ensuring service standards are consistent. Hospitality is fast-paced, so leaders need to communicate clearly, solve problems quickly, and maintain a guest-centered focus. I noticed that nearly every decision such as planning activities and managing budgets was made with the guest experience in mind. This approach helps ensure that the resort operates smoothly while keeping guests happy.
These observations connect directly to the report from Skift on how hospitality brands earn loyalty across the guest journey. The article explains that strong leadership and a positive organizational culture drive both employee performance and guest satisfaction. Employees who feel supported and understand the resort’s service philosophy are better able to deliver consistent, high-quality service. The article also highlights that adaptability and innovation are key leadership qualities, especially after challenges like the COVID-19 pandemic. Watching the management team at Beaches Turks & Caicos showed me how flexibility and clear communication are essential for leading large hospitality operations.
This study abroad experience has shaped my career goals. Before this trip, I have been working in guest-facing roles like front desk. Observing departments like HR and executive management helped me realize that there are many career paths in hospitality. Leadership roles require not only operational knowledge but also strong people skills. After this experience, I’m particularly interested in guest experience management and operations, where leaders can coordinate multiple departments and improve the overall service.
This FIU study abroad program at Beaches Turks & Caicos helped me understand how leadership, teamwork, and organizational culture drive a resort’s success. Every department contributes to the guest experience, but leadership is what connects the teams and ensures they work toward the same goals. This experience gave me a clearer view of how resorts operate and helped me better define the type of career I hope to pursue in hospitality.