From Isla Public Relations

Busy Tourism Season

Customer Service is at the Core of Company Ethics

Grand Cayman, Cayman Islands (July 5, 2016) – As the largest watersports and retail company in the Cayman Islands, Red Sail Sports is also the largest employer with 100+ staff, so it is a notable achievement to consistently be recognized for excellence in service. Red Sail Sports again received the TripAdvisor Certificate of Excellence for 2016 positive guest reviews on the travel website. The company also received a top rating on Viator.com, a TripAdvisor company used to book tours and activities online. In Grand Cayman, two staffers won prestigious Stingray Awards from the Cayman Islands Tourism Association for a job well done. Daniel Bond won Watersports Manager of the Year and Pat Kenney was recognized for his long service in tourism.

“I have a genuine interest in making sure people have a good time,” says Bond, who manages Red Sail Sport’s fleet and says he goes to work happy every day. “We are all about getting the best experience possible and getting those repeat guests. I really enjoy what I do.”

That’s just what Red Sail Sports Training Manager Beth Hiryok wants to hear. “Guest satisfaction and repeat business – that is what it’s all about!” she said. “Red Sail Sports service standards are emphasized from the start with orientation for new employees.”

Cayman’s largest watersports and retail operator employs divemasters, boat captains, concierges, beach staff, group coordinators, shop attendants and more. They are trained to do their best to make sure guests have a great time while on vacation in the Cayman Islands, and reminded that they are the company’s front line. What they say and do directly affects a guest’s experience with Red Sail Sports and the Cayman Islands.

“We welcome and monitor guest feedback which we regularly receive via TripAdvisor, emails to Management, comment cards, and other input,” said Hiryok. “This guest feedback is then used to guide internal coaching and training initiatives that support our service standards.”

Once on the job, the company’s service standards are reinforced through department training meetings and customer service workshops, and external workshops offered by the Cayman Islands Department of Tourism. The goal is to keep the customer service satisfaction high and keep them coming back. Judging from guest comments posted on TripAdvisor, it’s working.

“The crew was very professional and we had a great time. At no time did we feel unsafe. I would absolutely dive with them again.” Brian L

“These guys are top notch. Nicest dive boats and the friendliest crews on the island. Was great to be with folks who are as enthusiastic about getting in the water as you are.” EmilGH New York City, NY

“My wife had not dove in several years and had to take a refresher course. She was a little bit leery about diving to 100 feet on a wall. The captain came down and spoke with her and said that there was no way she was not going to enjoy her trip, and he assigned a dive guide to help her with a shallower 60-foot dive. The divemasters and instructors were very friendly and patient. I was very impressed with all the Red Sail Sports staff that I encountered.” Trevor H, Napa, CA

“Red Sail Sports is among the best dive services I have used,” KNThompson, Tampa FL

“We booked three different locations with them – Really nice and professional staff,” Alabamabuda

“Excellent Value and Excellent Service,” a guest from Memphis

“Beautiful Trip! Captain Matthew took care of everyone making the time truly memorable!” Trevor P

“This was our third Stingray City tour, but our first with Red Sail Sports. They did not disappoint!” AorrB, Columbus, OH

Operations Manager Rod McDowall understands how significant it is for customers to be excited enough to share their vacation experience with friends and the online community. Word of mouth referrals are a great pat on the back for everyone at Red Sail Sports.

“This recognition by visitors, residents and peers is a reflection of their personal commitment and training efforts and examples set by their managers and team members. It gives you a great deal of pride when guests take the time and make the effort to send unsolicited comments regarding their experiences with Red Sail Sports and affiliates,” said Operations Manager Rod McDowall.

About Red Sail Sports
Red Sail Sports, a member of the Cayman Islands Tourism Association is a leading resort based dive and watersports operator. Since 1987 it has been setting the standard on Grand Cayman by providing the highest level of guest services. On Seven Mile Beach Red Sail Sports operates locations at the Westin Resort, the Marriott Resort, the Grand Cayman Beach Suites and the Ritz Carlton Grand Cayman. At remote East End the company has a watersports shop at Morritt’s Tortuga Club, also offering dive and catamaran services to The Reef Resort. On North Side Red Sail Sports offers watersports activities at the Rum Point Club. The company offers several dive packages through its affiliation with island hoteliers.