In 1983, Sandra Lightbourne embarked on her professional journey at a popular telecommunications company, as a telephone operator.
Little did she know that her career would evolve into a remarkable story of resilience, adaptability and continuous growth.
She quickly proved her mettle and climbed the corporate ladder. From the sales department to customer service, and later as the billing and credit control manager, she demonstrated not only a keen understanding of the industry but also an ability to excel in diverse roles.
However, every success story has its challenges. After facing redundancy, Sandra embraced change and transitioned into the dynamic world of hospitality. In August 2013, she started anew as an administrative assistant at Beaches Turks and Caicos (BTC). She described her transition to the hospitality industry as a smooth one owing to the fact that she had received extensive customer service training and brought with her experience, and a fresh perspective to her new environment.
“I will never forget the wise counsel of one of my customer service lecturers, Mary Duprose who said, ‘to be successful in anything you do, do it right the first time.’ Because of this teaching, I have always had a keen eye for detail. It has been embedded in me to always carry out a task to the best of my ability. There is no compromise for me when it comes to that.”
Additionally, she is appreciative of the continuous training and development she has had through the Sandals Corporate University. She has completed several courses, some of which are: Leadership Excellence Level 2, Professional Communication, Professional Leadership and Art of Selling. She has also successfully fulfilled the requirements for the Autism and Sensory Awareness Training Programme with the International Board of Credentialing and Continuing Education Standards (IBCCES).
When asked what she loves most about her job, Sandra shared, “helping people is who I am. I enjoy solving guest and team member issues. Of course I do not like to know that situations arise to make a guest disgruntled but when it is brought to my attention and my intervention appeases them, it brings me great satisfaction.”
Sandra is so passionate about guest satisfaction that in a lighthearted moment she quipped, “if I were to have a superpower it would be to create smooth, perfect vacations thus eliminating guest concerns.”
Her dedication and contributions have not gone unnoticed. She recalls her most memorable experience at BTC being the time she was selected to participate in a familiarization tour of other resorts within the Sandals chain. She was chosen to be among a small group that flew to Grenada, Barbados and Antigua on the company’s private jet. “I was both humbled and honoured to have such an opportunity to see what the other resorts had to offer. This experience helped us to evaluate ways in which we could improve our resort.”
With such a mindset, it is no wonder that just two years into her role, Sandra earned a well-deserved promotion to executive administrative assistant, showcasing her commitment to excellence.
The pinnacle of her career came in 2021 when she was bestowed with the distinct honour of serving as the executive office manager. This recognition not only reflects her exceptional skills but also speaks volumes about her leadership qualities and the impact she has made at BTC. She continued to receive accolades and was one of the recipients of the Pace Setter Award in 2023.
The Pace Setter Award, formerly known as the General Manager’s Award, is awarded to a team member who leads from the front and is always working alongside members of their team. He/she is punctual, hardworking, and reliable and is always willing to go the extra mile. The awardee is one who inspires the team and accepts nothing less than excellence. Sandra embodies these qualities.
She has been inspired by Managing Director, James McAnally. “Jamie has had the most profound impact on me, not only because I work directly with him but I recognize the passion that he has for the success of the resort. He knows the property and though there is so much to manage, his personable nature always inspires that personal touch which makes me feel valued. Other team members have attested to this.”
The respect between the two is mutual. The Managing Director, in highlighting what he admires most about Sandra shared, “I respect Sandra for her innate qualities of care, steadiness and confidentiality. As our world becomes increasingly busy and with so many team members and guests, Sandra is a pillar of stability in our Executive Office. She not only represents the resort on a global scale but also me personally, and having someone I can trust is something I am grateful for.”
Outside of work, Sandra enjoys spending time with her four children and grandson as she seeks to instill in them positive values that will help them recognize their full potential. “I want them to be the best, not just in terms of rank or winning but more so in terms of character and the positive influence I would like them to have on their peers.”
Sandra has turned setbacks into opportunities. Her journey serves as an inspiration to aspiring professionals, highlighting the importance of adaptability, continuous learning and unwavering determination in the ever – evolving professional world. As Sandra continues to thrive in her current role, her story remains a testament to the potential for growth and success that lies within every career, regardless of the obstacles faced along the way.