Michael Campbell’s name is virtually synonymous with the car rental sector in Jamaica. He has spent the past 43 years, a significant part of his professional life, building Island Car Rentals and providing leadership at the company which has come to dominate the local industry, easily dwarfing internationally-known brands operating in Jamaica.

He is the Chairman and Managing Director of this wholly owned Jamaican company which started out with 5 used vehicles in 1973 and which now has over 1,200 vehicles in its fleet which is spread out over its 5 branches. As a major player in the transportation sector within the tourism industry, the majority of its business is generated from overseas based clients, both leisure and business visitors. Members of the Diaspora also represent an important and steadily growing segment of Island’s clientèle.

Under his leadership, the company has won major awards both locally and internationally. In fact, Island was the inaugural winner of the Tourism Service Excellence competition in 2009. This was implemented under the auspices of the Ministry of Tourism and the Tourism Product Development Company (TPDCo). Island Car Rentals also took top honours for the Caribbean in the car rental category at the 2014 and 2015 World Travel Awards (WTA) being named “The Caribbean’s Leading Independent Car Rental Company” as well as “Jamaica’s Leading Car Rental Company”. The company was winning the latter award for the fifth consecutive year, having taken the award for the first time in 2011. The WTA launched the Caribbean Independent Car Rental category in 2014 and Island was pleased to have been the inaugural winner. The World Travel Awards are considered the “Academy Awards of the travel industry” and are much sought-after. In order to qualify, Island had to secure the votes of industry professionals and clients in all major markets worldwide in which the company operates.

His stewardship has also resulted in the company being recognized by other institutions. These include the Tourism Product Development Company which, in 2006, awarded the company for “Consistency in Operating Standards” over a period of 5 consecutive years and the Jamaica Customer Service Association for “Commitment to Service Excellence in Jamaica”.

Mr. Campbell is an astute businessman who honed his skills at the then Sir George Williams University in Montreal, Canada, (now Concordia University) where he earned the Bachelor of Commerce Degree majoring in Business Administration and Accounting. It was a series of unexpected circumstances in 1973 that led him and his partner, Derek DeMercado, both successful Realtors, to venture into an industry in which they had no experience. The owner of the Rent-A-Car company, from whom they bought the then existing office which housed their business, had decided to migrate. Confident in its viability, they went into the U-drive business – a decision that was vindicated a few years later, prompting them to concentrate on the rent-a-car business when the property market turned soft.

The success of Island Car Rentals, despite the many challenges which the company has faced over the years, is driven by Michael Campbell’s conviction that “We are continually faced with opportunities, brilliantly disguised as insoluble problems.” Mr. Campbell believes that the members of his team are not just administrators but innovators. Over the past 43 years he has remained focused on this task of constantly remaining ahead of the competition. This drive for viability and success has ensured that the company now provides work for approximately 250 persons as well as opportunities for work experience skills training for high school youngsters and others in vocational institutions. Of special note is the fact that Island is a significant contributor to foreign exchange earnings in the tourism industry.

Some of the strategies which he has employed which have kept the company as the front-runner include:

Broadening the scope of services from just car rental to a range of vehicle and driver services thereby giving clients more options.

Nurturing, as its chief architect, the infusion of a culture of service emanating from the company’s slogan “Island People Take Better Care of You.” It centres on developing a personal relationship with clients and a “can do” type of attitude which speaks to the delivery of quality service the first time, every time. By his example, he has engendered a corporate environment which demands individual accountability, professionalism and commitment to the company’s mission. The mission is to achieve consistent, superior levels of customer service, employee satisfaction and profitability while contributing to the growth of tourism in Jamaica and remaining the leader in the car rental industry.

Fostering an environment where staff who are given the task of managing the marketing and product development understand that they must continuously review competitive norms and practices. As a result of this ethos, Island has been able to respond to the customers’ needs by ensuring that there were more choices to suit every need. This pertains to the types of vehicles available and also rate packages as well as other key products such as coverage options that renters can choose to limit or eliminate liabilities for loss/damage.

Forging alliances with major international tour operators in North America and Europe in both traditional and emerging markets. Being named transportation service provider for these international brands mean that Island has to adhere to world-class quality standards. It also provides Island with the chance to be an integral player in the growth and development of our tourism product. By providing the level of service which is expected, we enhance brand Jamaica as an attractive destination capable of giving world-class service.

Maintaining strong partnerships with a host of small, medium and large travel agents (many of whom are operated by Jamaicans living abroad)

Providing the vision behind developing essential support services within the company, namely having on site fully staffed and up-to-date maintenance departments at all locations, fully equipped with modern diagnostic and repair technology.

Developing the concept of a free 24 hour emergency service. Mr. Campbell specifically insisted that the service should not be automated and that operators would be available round the clock to answer calls and dispatch a mechanic to assist at any hour of the day or night.

Leading the company’s re-branding exercise to update and re-engineering the company’s image to fit into the demands of an international marketplace.

Encouraging and supporting the use of technology over the years keeping in step with world-wide trends. For example, today Island boasts a state of the art online booking system which provides real time booking and automatic confirmations. It also offers a unique portal for travel agents. The company has also changed over its rental operating system to a highly sophisticated integrated system developed by one of the leading car rental software firms in North America.

Mandating the continuous investment in staff training and skills upgrade, especially in customer service. He truly believes that people are at the centre of the company’s success and this belief is underpinned by his support for their development. He is most proud that many of the staff have been with the Island family for over 20 -40 years.

Promoting a tradition of giving back to the Jamaican society through charitable donations and sponsorships. On a personal level, he spends many hours each school term at his high school Alma Mater, Jamaica College, as a mentor to the youngsters on a regular basis.

On a wider company level, many worthy causes have been helped and although the company is especially proud to respond to requests from our clients who are directly involved in worthy causes and who make requests, Island also assists non-affiliated groups and institutions such as visiting medical teams who are making a tremendous difference in the lives of ordinary Jamaicans.

Michael Campbell’s dedication and service not only works for the benefit of Island Car Rentals, but extends to the industry at large. Since 1974, he has served five terms (over 15 years) as President of the Jamaica Rent-A-Car Association (formerly the Jamaica U-drive Association) and has served as a Council member and Vice-President on several occasions and is still a Council Member today. As President, Mr. Campbell represented the Association on the Council of the Private Sector Organization of Jamaica (PSOJ).

It was under his watch as President in 1997 that the Association successfully concluded negotiations with government and had the motor vehicle import tax regime applicable to the sector amended. This breakthrough, which followed 25 years of lobbying with successive government administrations, has helped local car rental operators to expand fleets, upgrade products and services.

With a deep commitment to the development of the tourism sector, Mr. Campbell served as a Board Member of the Jamaica Tourist Board (1997-2002) and was a member of the Tourism Committee of the Jamaica Chamber of Commerce. He was also instrumental in forming the “Airport Action Committee” which managed to achieve, among other things, the abolishment of outgoing immigration, the instalment of a Green Line in Customs and a Study done by an international airport expert, the recommendations of which have formed the basis of many of the improvements in both international airports today. Over the years, he has played an active role in the Jamaica Hotel and Tourist Association (JHTA), having served as a Vice-President as well as Chairman of the Allied Members Committee and Member of the Finance Committee. He still contributes to the work of the JHTA as a Council Member.

His contribution to the real estate sector includes the fact that he was first appointed a member of the interim Real Estate Board in 1982. Interim board’s mandate was to oversee the drafting of recommendations for the Real Estate Act as well as Regulations for the new Act. Later in 1987, after the Act became Law, he would be appointed to the first Real Estate Board in Jamaica. He was also appointed to the Committee that was instrumental in the drafting of recommendations for overseeing the implementation of amendments of the Town and Country Planning Act. While he was President of the Realtors Association of Jamaica, he also represented Jamaica on the Council of the National Association of Realtors of the U.S.A.

Even though his professional career has been time-consuming, he still finds time to engage in sporting activities. He enjoys dominoes, backgammon, sailing, fishing, bird-shooting and represented his High School (Jamaica College), University and Jamaica on both water polo and swim teams, with award winning performances at all levels. He also played football for high school, University, and Kingston Club.

He has been honoured with citations and awards from the Realtors Association of Jamaica which he served as President on two different occasions for four years. Awards also came from the Rotary Club, and he was the recipient of the prestigious Carlton Alexander Award for Excellence in 2010 which was given under the auspices of the Jamaica College Old Boys’ Association.

A noted collector of Jamaican art, he also enjoys reading widely.