About 28 Grace Bay Resorts Staff Receive TIDES Training to Enhance Visitor Experience

Approximately 28 staff members from Grace Bay Resorts have completed the first batch of TIDES (Together Individuals Delivering Excellent Service) training as the resort group strengthens efforts to enhance visitor experiences through deeper knowledge of Turks and Caicos culture, history and hospitality.

Director of Training and Quality Assurance at Grace Bay Resorts, Leila Basam Abdi, addresses the TIDES Trainees

The Training took place on the on Wednesday, 27 May, on the Grace Bay Resort’s property.

The training initiative, which officially launched this month, brought together representatives from the resort company's five properties, including its private villa collection, with plans to expand participation in the coming months.

Director of Training and Quality Assurance at Grace Bay Resorts, Leila Basam Abdi, said the programme is critical in ensuring staff members provide a consistent standard of exceptional service while strengthening their knowledge of the destination.

David and his son Ishan Bowen, performing a cultural number

"TIDES training is highly essential for us as hoteliers to be able to provide the same level of excellent service," Abdi said. "The backbone of that would be the data and information shared during TIDES training because it's really about the island, the culture and the history of Turks and Caicos."

She explained that guests increasingly seek authentic experiences and meaningful interactions during their stay, making storytelling and local knowledge valuable tools for hospitality staff.

"Our guests want to feel that warm hospitality that we have on the island," she said. "Guests always look forward to activities, but part of selling those activities is providing storytelling, what's next, what they can discover and experience across the islands."

Fredlie from the Human Resource Department conducting a segment of the TIDES Training

The first session featured a more immersive approach, incorporating sensory elements including live musical performances by David Bowen and his son Ishan Bowen, to create a richer learning environment.

Grace Bay Resorts plans to distribute participation evenly among its properties, with approximately five to six representatives selected from each location.

Abdi noted that after staff become TIDES-certified, the resort will continue reinforcing the programme through its own company values, mission and service culture training, along with international standards associated with quality assurance programmes and hospitality brands.

Celianise Forbes conducting a segment of the TIDES Training

She emphasized that maintaining emotional intelligence remains an important part of staff development.

Anya Pratt of the TIDES Programme, sharing her thoughts to the trainees

"We could become very robotic in our routines because we know what's going to happen throughout the day, but being able to maintain emotional intelligence, especially under pressure, is highly essential," she said.

While the first batch included 28 participants, Abdi said future training sessions are expected to increase in frequency.

For May, only one round was held, but beginning in June the resort anticipates conducting two to three training sessions each month, depending on occupancy levels.

Trainees participate during the event

Participants will also be required to complete an examination following the training. While provisions have been made for retesting, if necessary, Abdi expressed confidence in participants' preparation.

Students are provided with ambassador booklets ahead of time to allow them to study before attending the sessions.

Grace Bay Resorts said it remains committed to working closely with the Ministry of Tourism in supporting the programme and strengthening hospitality standards across the destination.

Participants engage in discussion during the Tides Training

Some of the participants react to a trainer

Janelle Desir, GBR Trainer, conducting one segment of the TIDES Training