Home' Trinidad and Tobago Guardian : April 17th 2014 Contents APRIL 2014 • WEEK THREE www.guardian.co.tt BUSINESS GUARDIAN
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"The Crowne Plaza was launched in 2000,
and in October 2012, in order to have our tran-
sition to Radisson, we went independent under
Capital Plaza. We could not be Crowne Plaza
and transition; we had to go independent first.
(Issa) Nicholas looked for another brand but
he thought the best choice would have been
the Radisson. He wanted one brand name to
have his Caribbean hotels under, and here in
Trinidad, a brand name to compete with the
Hyatt Hotel and Hilton, a competitive brand
and to cater for a certain niche market."
She said the Radisson is going after the
"Trinidad is a business-oriented market.
There is a small amount of leisure, but it is
mainly business. The Radisson brand offers
some things that no other brand in T&T offers."
The hotel s official launch took place on
Service to be a hallmark
Richards said one of the hallmarks of the
Radisson brand is service.
"They deliver what they call the Yes, I can
service. This guarantees a 100 per cent guest
satisfaction. If you are not satisfied during
your stay and you let the staff know during
your stay, they will get it fixed for you. If it
is not fixed, then we will refund you," she
Richards spoke about other services that
will help them to be competitive.
"We have the three-hour laundry and no
other hotel has this offer. We guarantee that
your laundry is done in three hours."
She said everything they implement has to
be up to Radisson International s high stan-
"All our guests enjoy free Internet access
and the Carlton Club point system, a sort of
redemption system, that is one of the best in
the world right now."
The hotel will also offer a 6 pm late check
"I do not think any other hotel offers this,
so we are competitive in many areas," she said.
Another innovative service they offer is an
online guest service directory.
"Instead of the traditional hard copy a guest
would get in their room, ours is now auto-
mated. You can download an app on your
phone or laptop and you see the room service
menus, you can ask for extra towels and access
other things through this app. This is a great
innovation that Radisson brings to the market,"
Rates will be competitive.
"It all depends on the time of the year, our
rates will be based on that. The cheapest rooms
can be US$179 to US$250. This would be for
our business guests, who are top of the line.
As for the long-stay suites, we have not set
any prices yet for this," Richards said.
Renovation and expansion
Richards spoke the renovation and expansion
of the Radisson started in July of 2013 and
was completed in March 2014.
"We did our pool, retiled and new land-
scaping. The pool was completed before Car-
nival. There is also change in the lobby area
that was completed after that. There has also
be retiling and new furniture as well. There
are new fixtures and the entrance is also new.
The restaurant was upgraded in 2011 to 2012.
We have also done upgrades in our guest rooms
as well as to bring them up to Radisson s stan-
dards, plus all the Radisson requirements.
There are 243 guest rooms."
Richards said the new building that overlooks
the swimming pool will be for long-staying
"There will be 77 suites in the building and
we are looking at a 2015 completion."
Richards said this will make them more
competitive in the market as this long-stay
service is the first of its kind in Trinidad.
"This is for guests staying for over a week.
Instead of having to live in one room, these
are self-contained and would be very mod-
Richards believes the world standards that
the Radisson brand brings to T&T will help
raise the quality of customer service in the
"Thanks to Twitter, Facebook and social
media, we have to start delivering a certain
higher level of service to our guests. They
come to the hotel and if something is not
right, they can go online and on social media
and say that there is this or that problem. A
lot of people find out around the world. Things
like that, you have to take into consideration
in customer service. A few years ago, that
never existed so now we have to be at the top
of our game," she said.
Richards said all staff must be trained in
line with the new standards.
"Just last week they came to Trinidad and
trained and certified four managers as Yes,
I Can trainers. It s all about service. The
staff is taught how to use their own person-
ality to create the best service possible for
the guest. The Yes, I Can is new to Trinidad,
but the Radisson hotel in Grenada has been
using it since December and in Barbados for
the last year. We have about 300 employees
and they will all be trained.
She expects more guests to be drawn to
the new brand.
"Because of the large network the Carlton
Rezidor Group has, it will increase the number
of visitors coming to the hotel. Since the brand
has been launched, I can say we have since
an improvement in reservations," she said.
She said visitors to hotels in T&T come
according to seasonal cycles.
"In June, there is the Cricket Caribbean
Premier League (CPL), you will see occupancy
increase. Once there is an event, naturally
there will be guest increases. The end of July
to August is usually slow when there is school
vacation and the business people are not trav-
elling as much as they may be spending more
time with family on vacation. Around Christ-
mas, there is a decrease, but Carnival is our
best period and that s true for all hotels in
the country," Richards said.
From Page 6
Suites to be
completed by 2015
Suites for long-staying
guests under construction.
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