What’s your favourite sip?

Hennessy VSOP.

If you could sum up your summer in a song, which would it be?

Living my life like it’s golden.

What are the hidden treasures of the misunderstood Trelawny?

The beautiful parish of Trelawny can be classified as “The pearl of the West”, decorated with white sand beaches and rivers streaming from the mountains. This parish is visited for excursions, historical sites, craft markets, and includes a cruise ship pier. Trelawny is the birthplace of the fastest man in the world, the legendary Honourable Dr Usain Bolt.

In the hotel business, not every guest will leave satisfied despite your best efforts. How should one handle criticism and ultimately a negative review?

In the hotel business it is not always possible to fully meet each guest’s expectations; however, my duty is to ensure that the concerns or criticisms of each guest are given our full attention. We reassure our guests that no effort will be spared in taking corrective measures to provide excellent customer service, which will result in repeat business.

Unlike other workplace venues, what does one have to be especially mindful of while employed on a resort property?

Guests are always our first priority. It is our job to ensure we meet their expectations and where possible, exceed them.

Even for non-aficionados, what makes coffee and rum such enduring capsules of The Rock?

Our rum and coffee are not only supreme products, but these products encapsulate the history of the people and the country. So when you consume them you become a son of the soil.

Eye contact adds what to an exchange or transaction? And is there a time when it might even be more important than a smile?

It is said that the eye is the window to the soul. Eye contact therefore adds authenticity to the exchange. Whereas you can fake a smile, it is difficult to do the same with the eyes.

As the summer closes, which destination overseas would you direct travellers toward?

Blue Diamond Resorts, the Caribbean’s fastest-growing resort management company with over 25 resorts spanning eight countries. Royalton Luxury Resorts located in five countries (Cuba, Jamaica, St Lucia, Mexico and The Dominican Republic). Our supreme service is the hallmark of all our hotels, so any of these locations would create lasting memories.

Does a property’s decor and amenities have the power to determine what kind of trip one will ultimately have?

First impressions are lasting. At the point of entry to the property the guest must experience a sense of welcome and warmth. The decor must be pleasing to the eye, as that is when your vacation starts.

Reveal a surprising truth of hotel life.

Hotel life is not all glamour and glitz. The guests’ needs are always paramount, and even on my worst day I must ensure that it’s my guests’ best day. In short, you need to have a split personality.