The Cayman Islands Ministry of Tourism launched a three-year, $700,000 project designed to measure the effectiveness of customer service in the destination.

The project, which is being carried out by FreemanGroup Destinations, a new division of the Dallas-based Freeman Group, a firm of hospitality consultants, is one of the first steps in a program to train frontline hospitality and tourism employees in service standards and then to gauge their performance, the effectiveness of the training and to customize service standards for the Cayman Islands.

Kedrick Malone, managing partner of FG Destinations, is heading the project. He is the former director of tourism for the British Virgin Islands.

Raising customer service standards and providing quality customer service are critical components in assuring a high ratio of repeat business in the face of the highly competitive tourism industry, according to Charles Clifford, minister of tourism for the Cayman Islands.

"To contribute to the sustained growth of the Cayman Islands and to maintain a competitive edge in tourism, the quality of customer service delivered has to be elevated to a standard of excellence," Clifford said.

For destination information, visit

To contact reporter Gay Nagle Myers, send e-mail to [email protected].


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