FALMOUTH, Trelawny — Extensive damage to roofs, guest rooms, electrical systems and common areas forced Royalton Hotels and Resorts to close its five Jamaican properties for 10 months following Hurricane Melissa just over a year ago, displacing thousands of workers.

Now, after massive restoration programme more than 2,000 employees are back on the job across Royalton’s three Westmoreland, and two Trelawny properties, with the company retaining nearly 100 per cent of its workforce despite the prolonged shut-down.

“We have 2,200 employees who have returned to work, and of that [number], I must state categorically that 98 per cent of our employees were retained,” Royalton Hotels and Resorts Regional Commercial Director Kerry Ann Quallo Casserly told theJamaica Observer.

The Category 5 storm caused widespread structural damage to the properties with roofs torn away and water penetrating buildings, resulting in additional electrical repairs. Air-conditioning chillers also had to be replaced, while shattered glass throughout lobbies, restaurants, and other public spaces added substantially to the restoration bill.

QUALLO CASSERLY… the three Negril properties reopened on August 25, followed by the two Trelawny resorts on September 15

The affected resorts — Royalton Negril, Royalton Hideaway Negril and Grand Lido Negril in Westmoreland, and Royalton Blue Waters and Royalton Hideaway in Trelawny — underwent extensive reconstruction and refurbishing before reopening.

Quallo Casserly said the scale of the destruction demanded far more than cosmetic improvements, which gave the company an opportunity to modernise facilities and enhance the guest experience.

“We had to revive the property,” she said.

The three Negril properties reopened on August 25, followed by the two Trelawny resorts on September 15. The five properties resumed operations at approximately 50 per cent occupancy, compared with about 80 per cent when the hurricane struck.

A Royalton team member shares a light moment with minister of state in the Ministry of Tourism Tova Hamilton (right) during September’s reopening of one of the hotel group’s two Trelawny properties.

While the resorts were closed, Royalton maintained essential workers on property and gradually brought back other employees in phases, with the majority returning by April. The company also provided relief packages and assistance to workers and their families affected by the disaster.

Quallo Casserly told the Sunday Observer that the recovery effort recognised that employees needed support beyond the workplace, particularly as many were coping with damage and disruption to their own homes.

In preparation for reopening, the company organised thousands of hours of training and development, while paying attention to the psychological effects of the disaster.

“No business can go on and return to where it should be or better unless you take care of the mental health and capacity of your employees,” said Quallo Casserly.

She praised the staff for their dedication during the emergency and reconstruction, describing them as the unsung heroes of the recovery.

The hurricane also prompted Royalton to accelerate investments in infrastructure aimed at reducing its dependence on external water and energy supplies.

Quallo Casserly said the company fast-tracked its reverse osmosis and tri-generation systems, bringing them fully into operation to support the resorts, including at high occupancy levels.

Following the hurricane, the water systems also enabled the company to assist other hotels and residents of neighbouring communities.

Solar panels have also been installed across the Negril and Trelawny properties as part of the company’s sustainability drive.

Other improvements included upgraded guest rooms and suites, refurbished restaurants, bars and recreational facilities, and modernised operational infrastructure.

Royalton also invested in artificial intelligence and digital technology, including a website chatbot, concierge services, a mobile application and in-room interactive televisions.

Quallo Casserly said the extensive repairs and logistical challenges associated with importing materials, including glass, threatened to delay the reopening schedule, but planning and communication helped the company meet its deadlines.

She credited the Jamaica Tourist Board, Ministry of Tourism, travel partners, and Royalton’s commercial and resort teams for supporting the recovery.

The return of Jamaican guests was especially encouraging, she said, recalling the emotion of welcoming local visitors among the first arrivals at the reopened properties.

“I was so thrilled. I was so delighted. I was elated. My heart was warm when my first guests arrived at both Negril properties and the Trelawny property complex. They were Jamaicans,” she said.

Quallo Casserly said the resorts reached full occupancy less than a month after reopening, highlighting the strength of demand for the properties as the company moved beyond the devastation towards recovery.