Shawn Moses is from St. Ann Parish in Jamaica. He attended York Castle High School and then went on to get a Bachelor's Degree. He also attended Ritz Carlton Leadership Training, Marriot Guest Satisfaction Training , Royal Plantation's Exceptional Customer Service Training and many more training programs since and has had golf lessons, polo lessons, and Spanish lessons. He has also won several awards. He loves to give big, especially to those less fortunate such as the children that live in very poor communities, to the neglected animal shelters, and the forgotten homes for the elderly. He feels very passionate about the Sandals Foundation and his role in educating guests and giving them an opportunity to give. The foundation gives back to not just those in Ocho Rios but in all the islands and communities where Sandals, Beaches, Royal Plantation, and Grande Pineapple resorts are operated.

When discussing his role as Customer Loyalty Manager, Shawn has these thoughts, " Retaining loyal customers in the travel industry has become increasingly important, because travelers have become active consumers. As a Customer Loyalty manager I manage the customer service elements of the resort. Providing excellent customer service is essential in creating return customers, which translates into a profitable bottomline. A key component of my job is monitoring and understaning what impacts guest satisfaction scores in various departments at RP . These scores tell us the perceptions our guests have of our services, and how we can improve. In that function I also provide education to managing the data and setting goals and objectives. I also manage our complaint management program, rewards & recognition program, and customer loyalty points system.".

Shawn make these points, "I didn't follow the typical career path as those in my similar job function in other institutions. The essential skills for a Customer Loyalty manager are: 1) passion for customer service; 2) strong communication skills -- especially presentation; 3) ability to manage data; 4) project management skills; and 5) forward thinking attitude. An understanding of hotel operations is also essential. Most of all, though it might sound silly, friendliness is the most important skill. Because my job deals with guest perceptions, it requires the "touchy feely" skills that are not taught in a text book. It also helps when you are great friends with hard working travel partners.".

"The Royal Plantation Resort makes customer service an art form," says Shawn. "Unlike other luxury resorts, we know if we treat our customers well and make a special effort to please them, they will come back (this is where I come in, as I can arrange a return stay before they leave the resort). They will tell their friends and maintain a long-lasting relationship of loyalty," he further stated.

Shawn says, "In today's competitive economy, all businesses have to make a choice, to either become exceptional, or just remain the same--average. It goes without saying; it is easier and less expensive to be average. However, examples abound of both large and small businesses exterminated by the competition because they refused or were unable to change".

Shawn defines luxury as  delivering exactly what the customer wants, as if the customer is the only person that matters. "Luxury is not show-off, it is internal. It gives you an experience in life, it adds to the joy of your day.  The motto of Royal Plantation is even 'Deny Yourself Nothing'. Just allow us to pamper you and allow us to be at your every beck and call".

Shawn feels that Jamaica is a beautiful island with great climate, great food and warm, friendly people He feels that taking a trip to Jamaica is a great way for anyone to get away from the hustle and bustle of their everyday life. He suggests that guests go out and see the island, and if they want to , they can set everything up through Island Routes, the resort's tour group. He suggests trying "jelly coconut" that can be purchased from street vendors around the island. For another coconut treat, guests can try the baked coconut chips at Royal Plantation. Another island treat is jerk chicken. This can be had at the resort beach restaurant or around the island. It is spicy, though!

At a small resort where quality is the focus, all of the management and staff take on many roles. Shawn recently added Head Butler to his list of duties. A number of staff over the years have had the opportunity to be featured in advertising pieces. Watch for Shawn in the new Martha Stewart DVD where he is sure to bring his special brand to it.