Charmaine Bailey’s journey of dedication and excellence in hospitality

During breakfast, Charmaine Bailey was in her office at Couples Tower Isle. Bumping into her on the way to dinner, approaching 8 p.m., she was busy fluffing cushions in colourful lounge chairs outside the piano bar, as though she was at home in her living room.

Such unwavering dedication, spanning 38 years, does not go unnoticed, taking a Trelawny-born Bailey from William Knibb High School to the lawns of King’s House on Heroes Day in October this year, where she was awarded a national Badge of Honour for meritorious service to the hospitality industry.

Bailey’s proud family witnessed a significant moment as she, the first female general manager of a major Jamaican resort, celebrated a pivotal decision. Originally on the path towards a nursing career, she altered her course when a patient with a punctured artery arrived at her brother’s practice.

Amid the pomp and pageantry, Patricia and John Hall, special and frequent guests, watched the festivities in front of a television set at Couples Tower Isle. They had travelled to Jamaica specifically for the occasion, dedicating four weeks at the resort to celebrate Bailey’s national honour.

“I really have good relationships with people I have met over the years,” Bailey pointed out, adding that the same guest had immediately booked a ticket to Jamaica for April 1 when she was promoted to general manager, spending three weeks to celebrate with her at Tower Isle.

“I have guests who go wherever I go. I returned to Couples, at Sans Souci, in 2006 after initially joining the resort as operations manager at Swept Away for four years in 1994. I met Patricia and John at Sans Souci. They moved with me to Tower Isle in 2009 when I was promoted to operations manager. They are many-time repeat guests and have gone nowhere else since.

LIKE FAMILY

Bailey continued, “They have become like family. Whenever they are here, we have breakfast together. Patricia will come and have tea with me in my office and I will join them for dinner later.”

Chronicling her journey from the College of Arts Science and Technology, after abandoning her nursing pursuits, Bailey started in dietetics before branching off into institution and catering management.

After doing the restaurant circuit, she landed a job at Versair Inflight Services, where she, no pun intended, took off in 1986 working her way up from the pantry to supervisor within three months, eventually acting as executive chef.

Chosen as a rising star, Bailey was sent to the Culinary Institute of America in New York to fine-tune her skills and was later encouraged by her boss to give the hotel industry a shot, commencing her journey at Ciboney.

“I wanted to learn so much that after being put in charge of a housekeeping zone, after work I went to other departments. I afterwards moved to Sandals as housekeeping manager then Couples Swept Away as operations manager in 1994.”

It was at Swept Away that Bailey faced one of the most challenging episodes in her career – a 1998 strike that led management to take on various roles from waiting tables to housekeeping.

“It was really a trying time but we pulled through. Visitors really love Jamaica because they even pitched in to help,” Bailey pointed out.

By that time, Bailey’s reputation as a dedicated and trusted manager had preceded her, resulting in an irresistible offer from SuperClubs.

After two years, receivers intervened, and Bailey found herself placed at Grand Lido. Following this, Sandals entered the picture, securing the management contract for Beaches Boscobel in 2000, and Bailey answered the call.

“Of course, I was called for a job and was promoted to manager [for] two years. After six years, I was told of an opening at Couples Sans Souci, so I called Lee Issa, who welcomed me back with open arms,” Bailey recalled.

Bailey’s tour of duty continues at Tower Isle. At 59, she has given up resort-hopping but remains as committed as the first day she started.

“I am happy to have chosen this field. My family is ecstatic with my achievements and I have their full support,” she added.