Where personal service comes first

MICHAEL HOOPER General Manager of British Colonial Hilton

HOTEL occupancies were up in the first quarter of this year signalling that the after-effects of September 11 on the tourism industry are fading.
“Right now we are seeing a good recovery and we are very happy about that,” says Michael Hooper, General Manager of the British Colonial Hilton, Nassau. “We hope this will continue throughout the rest of the year, although the first quarter tends to be the busiest.”
Situated on the site of Old Fort Nassau in the capital’s financial district, the Hilton is close to the port and just 20 minutes from the international airport. Built in 1900, it offers the latest comforts and amenities for its guests, who range from honeymooners to businessmen.
Its 291 rooms and suites include executive floors and it boasts more than 7,500 sq ft of state-of-the-art function space. It is also the only downtown hotel with a private beach.
In 2000, the Hilton’s occupancy rate was 63 percent. Last year, even with the downturn, it was 68 percent and this year Mr. Hooper forecasts 70 percent.

PERFECT MIX: Colonial style with a Caribbean flavor at the Hilton

The hotel has been steadily growing its business base. “We will continue to build up strength in the corporate market,” he says. “We are pushing for more small meetings and groups, particularly from Canada and the U.S., but also from Europe because we see that as a growing market for us.”
The Hilton has a very clear idea of the kind of clients it wishes to attract. Mr. Hooper describes it as a very comfortable, adult-oriented hotel. “We don’t offer the kinds of activities that would attract families with children, but we do have a good mix of business and leisure guests who like the atmosphere we provide.
“For business and leisure clients, we have in-room internet access and a fully-equipped business center. We are seen as the place for business meetings and for small upscale functions because of our excellent food and service.”

Guests are very impressed with the character of the hotel, he says. “When you enter the lobby, there is a different feel, not glitzy, but classic, very elegant. There is Caribbean flavor mixed with colonial style.”
A premium is put on maintaining a high level of service. “Being a smaller hotel makes it easier to control and maintain standards,” says Mr. Hooper. “Many people would say that we provide a better level of service than the larger hotels on the island because we can provide more personal service.
“We have brand standards for every position in the hotel, we get customer feedback on a regular basis and we
communicate that to our team members.”

Employees are sent to cross-train at Hilton hotels in other countries whenever possible.
Mr. Hooper says the industry has been revitalized over the last five years. “A number of hotels have been refurbished, including this one, and new hotels have entered the market. Basically, one investor has encouraged other investors. Once people saw certain investors come into the country they felt comfortable investing their money in The Bahamas.”