Donald Dagenais

I am a firm believer that learning is not a product of schooling but the lifelong attempt to acquire it. The hospitality business yields daily challenges that require an open mind and a determination to find solutions that will please the guest. Sometimes, the challenges lie beyond our control - for example, during my time in the Caribbean, I have had to learn how to deal with the impact of extreme weather events like hurricanes Ike and Hanna, and ensure that all guests were safely evacuated. At Beaches Resort and Spa, Turks and Caicos we have embraced the GULL system and a high proportion of our 1,200 staff are working towards professional Bachelor and Master level awards. In so doing, they are helping to ensure that we sustain an active learning culture and I do all that I can to support this important initiative. For example, we recently integrated a new 180-room expansion, which is bigger than some resorts in its own right, whilst continuing to maintain near perfect guest satisfaction scores and a 95% return rate. A feat admired by many but accomplished by few.