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Exceeding Expectations Exceeding Expectations Sandals Royal Barbados lobby (left) and pool (above); Sandals Montego Bay lobby (below); Sandals Montego Bay An Interview with Gordon “Butch” Stewart, Beachfront Millionaire One-Bedroom Butler Suite Chairman, Sandals Resorts International with Tranquility Soaking Tub (bottom) EDITORS’ NOTE “Butch” Stewart we were creating from the ongoing In a word, service. Our people truly defi ne founded Sandals Resorts in 1981 commoditization of the “all-inclusive” the Sandals difference, reflecting the warm and Beaches Resorts in 1997. He concept. In 2007, we made a con- Caribbean hospitality that is the hallmark of was born in Kingston and educated scious decision to change that. Our the region. Tipping is not permitted, nor is it in Jamaica and England. Luxury Included concept quite sim- expected at Sandals Resorts. Staff members ply means that we provide the most receive rigorous training in concert with Sandals COMPANY BRIEF Family-owned quality inclusions in the experience Corporate University, which is committed to Sandals Resorts International we deliver at Sandals Resorts and their professional development in partnership (sandals.com) has transformed itself Beaches Resorts of any other resort with 13 top-ranking accredited institutions of from one brand and one resort in company on the planet, period. higher learning. Montego Bay, Jamaica, to one of This means our incredible the most well-known and award- beachfront locations, luxury winning hospitality companies in Gordon “Butch” Stewart suites that come with but- the world. With fi ve brands and 24 lers trained by the Guild of properties in seven countries including Antigua, Professional English Butlers, waters- The Bahamas, Grenada, Barbados, Jamaica, ports that include diving with the Saint Lucia and Turks and Caicos, Sandals best PADI certified instruction Resorts International is the undisputed leader and equipment, Five-Star Global of Caribbean luxury vacation experiences and Gourmet Dining, entertainment and remains fiercely committed to the region. partnerships with iconic brands such Sandals dedicates itself to innovative resort as Microsoft and Sesame Street and development that in the words of Chairman so much more is included. For us, it’s and Founder Gordon “Butch” Stewart, “exceeds about exceeding expectations. That expectations” for guests, associates and the peo- is the thread that is pulled through ple who call the Caribbean home. everything we do and is part and parcel of our organization. The Sandals brand is based on “Luxury As you look at growth for Sandals, are Sandals places a major emphasis on Included.” What does this mean and how is you focused on making additional invest- the quality of its people. What are the key this concept ingrained within the culture ments in your current properties or adding traits that you look for when hiring talent? of the company? new properties to the portfolio? Enthusiasm. We can teach a smart person For too long, we paid close attention as We are nimble, privately owned and commit- a skill, but attitude is innate. When it comes to the term “all-inclusive” became a descriptor of ted to going where opportunities take us includ- service, attitude is everything. the experience instead of what it truly is – a ing adding new resorts – like Sandals Royal Would you discuss the success of pricing strategy. In this way, every hotel that Barbados, our second resort there that debuted Beaches and opportunities for growth for included a single buffet line and house wine December 20 as well as a fourth resort we’re cur- the Beaches Resorts brand? and beer was “all-inclusive.” It was becoming rently developing in St. Lucia; but we will also We see tremendous opportunity for the impossible to distinguish the luxury experience always invest in our existing resorts. This is Beaches Resorts brand, which was designed absolutely about exceeding for everyone but is especially loved by fami- expectations and we owe that to lies. We have generations of families travelling our guests and industry partners. together – moms and dads, kids and grandpar- Beyond that, unlike other hotel ents, and I think that’s the key to the brand’s companies, we own the hotels success. We’ve created a place where everyone we operate. We enhance our in the family can have a great time. Vacations hotels, from the entire make- are important. With families living far apart, time over we just completed at fl ag- away is time together and Beaches makes it so ship Sandals Montego Bay to easy. reopening Beaches Turks and What advice do you give to young peo- Caicos better than ever. We are ple interested in a career in the hospitality not just investing in real estate – industry? we are investing in the quality Hospitality is as much about generosity of and reputation of our brands. spirit as it is about hard work. Enjoy what you How do you defi ne what do, work hard to do it better than anybody else makes the Sandals experi- and approach every guest as if they’re the most ence unique? important in the world – because they are.• 92 LEADERS POSTED WITH PERMISSION. COPYRIGHT © 2018 LEADERS MAGAZINE, INC. VOLUME 41, NUMBER 1.
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