AS the global travel and tourism industry continues to evolve, so too must the people at the heart of the guest experience.

Recognising this shift, Princess Hotels and Resorts Jamaica, which proudly opened its doors November 1, 2024, has partnered with KHADZ Communications (KHADZCOMM) to launch the transformative PULSE Experience Ambassador Training Programme, themed ‘The PULSE of Tourism – Beyond Service, Into Hospitality’.

The three-day immersive and transformative programme, which is open to the wider tourism workforce, is part of the resort’s strategic move to elevate its guest experience by training and certifying over 100 of its front-line team members as tourism ambassadors. Designed to empower staff to become proud, professional representatives of the Princess Hotels and Resorts in Jamaica, the initiative goes beyond service skills to focus on personal branding and is geared towards shaping a workforce that understands the role they play in ensuring that Jamaica’s tourism product remains sustainable. At the core of the programme is the PULSE WAY, a signature approach built around five dynamic pillars: human connection, vibrancy and rhythm, resilience and adaptability, brand ambassadorship, and life and energy. Delivered over a three-day immersive experience, the training guides participants through the mindset, behaviour, and strategies needed to embody true hospitality — not just as workers, but as ambassadors of both their company’s brand and destination Jamaica.

The programme, which was developed by Khadine Daley, CEO of KHADZCOMM and a 24-year veteran of the tourism and hospitality industry, integrates public relations principles and brand reputation strategies to empower and inspire tourism workers to understand the power of their presence, communication, and actions in shaping guest perceptions.

“The PULSE Experience is not just about training, it’s a movement,” said Daley. “I am excited to see the team at Princess Resorts investing in their staff with an aim to elevate the luxury experience for their guests by showcasing the true spirit of hospitality. The ultimate goal of the programme is to build a unified, future-ready tourism workforce that understands the complexities and opportunities of today’s global tourism industry. As such, helping individuals see themselves as brand influencers plays a key role in delivering high-impact hospitality to their guests.

The initiative marks Princess Hotels and Resorts Jamaica as the first resort to implement the PULSE Experience, setting a new benchmark in workforce development for the region.

“As a fairly new employee to the tourism industry, I saw my role as just a job. Now I see myself as part of something much bigger. The programme has helped me to take pride in representing not just my resort, but Jamaica. It taught me how to lead with energy, communicate with confidence, and how to show up at work as a true hospitality ambassador,” expressed Tyreke South, waiter at the Princess Hotels and Resorts, Jamaica.

Asheka Gibson, a waitress at the resort showcases a copy of the PULSE Way workbook.

Khadine Daley, creator and trainer of the PULSE Experience ambassador training programme, engages the food and beverage team at Princess Grand Jamaica using the PULSE Way workbook.