Top local hotels and staff recognised for excellence in service, engagement, and online reputation.
The Bermuda Tourism Authority issued the following media release.
The Bermuda Tourism Authority (BTA) announced the recipients of the 2025 Bermuda Hospitality Service Standards Awards (BHSSA) during a reception held on Thursday, 26 June at The Botanist Café & Garden Lounge. The BTA-hosted awards ceremony was attended by representatives from the winning hotels, the BTA Board and the Minister of Tourism, Transport, Culture & Sport, Owen Darrell who saluted the winning properties.
“We celebrate the successes of our industry partners because they demonstrate what’s possible when service, digital reputation, and staff engagement are prioritised to create unforgettable visitor experiences. These examples set the benchmark for others and help strengthen Bermuda’s hospitality offering,” said Erin Wright, Acting CEO of the Bermuda Tourism Authority.
In its second year, the BHSSA programme recognises individuals and organisations for high-performance in service delivery across Bermuda’s tourism and hospitality sectors. The awards are based on public nominations, independent assessments, and surveys.
The 2025 winners are:
Customer Service Excellence Award Grotto Bay Beach Resort & Spa Grotto Bay was selected for its high levels of verified customer service, which were evaluated through a combination of public nominations and third-party mystery shopper assessments.
“At Grotto Bay, great service is personal. Many of our team members have been with us for decades. We have about six who have served almost 40 years, and many others who bring our average length of service to over 12 years. That kind of experience shows. It is the reason we are able to deliver consistent and genuine hospitality that guests remember. This award means a great deal to us because it reflects the heart and hard work of our team.” — Donna Alvarez, Operations Manager
Employee Engagement Award Royal Palms Hotel Simon Weare, Chief Operations Officer at Royal Palms Hotel, expressed pride and delight at being recognised for their workplace culture — a sentiment echoed by General Manager Theresa Harney-Zuill, who noted:
“We are honoured to be recognised as a leading employer in the hospitality and tourism industry. This achievement reflects the deep value we place on attracting and retaining top talent. Our commitment to our people is clear: when we invest in and support our employees, everyone wins. Our guests can feel the difference, and it’s why they choose us time and again. For us, being an employer goes beyond providing jobs — we are a family. This recognition is a testament to the passion, dedication, and excellence of our amazing team. We must all continue to raise our standards and deliver exceptional service.”
Top Online Reputation Award Hamilton Princess & Beach Club Hamilton Princess & Beach Club received the Top Online Reputation Award for the second consecutive year. The selection was based on performance in areas such as guest feedback, review platforms, and digital presence.
“We’re truly honoured to receive the Top Online Reputation Award for the second time. In today’s connected world, how we show up online reflects who we are as a brand. The entire team at Hamilton Princess & Beach Club aims to deliver an authentic, engaging, and reliable presence online. Earning this award once was tremendous — earning it twice is a powerful reminder that consistency, integrity, and customer connection truly matter. We’re proud to continue earning that trust every day.” — Roydell Neverson, Director of Operations
As part of its support for the industry, the Bermuda Tourism Authority offers training resources through its BTA+ platform. The Online Reputation course—available to hospitality professionals who have completed prerequisite introductory module—offers guidance on review management, digital branding, and customer feedback response strategies. Additionally, as part of AnchorBDA, they offer a customer service module, “Excellence In Service: Elevating Bermuda Together assured by City & Guilds. These tools are designed to help local businesses elevate customer service and strengthen their visibility in a competitive online environment.
