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 Published:  The View From the Helm "The Crew Sails The Ship” By Sandra L. Grisham, Managing Director  In the last issue of the North Soundings I touched mostly on “fine tuning the rig,” essentially the subtle changes we’ve been going through to improve the infrastructure of a premiere family-owned resort with almost 30 years of guest satisfaction history behind it. I spoke of updated menus, additional activities, a top-notch marina facility, and technological advances that allow us to better serve you the guest. Daily, we strive to provide the best toys, freshest food, and most beautiful vacation environment possible. But it would all go for naught if it weren’t delivered with a smile. That’s where the staff comes in. Last issue I drew a nautical analogy, comparing BEYC to a ship under sail. Stay with me as I carry on that analogy with our “crew.” Too often, the skipper or the vessel get too much of the credit (or blame) when a sailing race is won or lost. But the crew really matters! They fly the sails, pull the lines, and keep the ship in working order. And winning crews do it with a positive outlook. The same holds true at Bitter End. As I review our recent guest comment cards, the impact of positive “crew work” becomes overwhelmingly apparent. Guest satisfaction seems to rely more heavily than ever on how the “product” (a world-class experience) is delivered. We like to think that each of our crew of over 200 contributes to this experience. Over 40 of our crew were praised by name in the March 2001 cards—from bakers to boat captains. If you’ve been to BEYC, you’ll remember names like Kinto, Matthew, Buck, Lisa, and Eva—just a handful of our most recognized. Indeed, the Bitter End is blessed with a “trophy-winning” crew with years of experience and training behind them. But training and experience only go so far. What sets our crew apart is genuine warmth, friendliness, and sincerity. One guest noted “the attentiveness of the employees makes for a relaxing atmos-phere.” Another mentioned that the “staff friendliness and [upbeat] morale were a real plus.” Perhaps the best comment: “The staff was very pleasant from top to bottom—eight days and not a grouchy face.” Our crew continues to amaze me with their intuitive guest service savvy. It’s not unusual to see a waitress running breakfast to an under-the-weather guest in his or her room. Nor is it unusual to see a chef making a special dessert as a surprise for a guest—because the chef remembered that the guest liked it last year! On your next holiday, get to know some of these special people. They keep our ship afloat, and on a winning course! Lastly, I wanted to touch on a subject that first-time guests frequently ask about—are visiting boaters (charter sailors, etc.) welcome at Bitter End? The answer is a resounding yes! One often sees multiple mega yachts parked at the Quarterdeck next to a bunch of 40 to 50 foot charterboats. Our anchorage is often abuzz with everything from Beneteau 32s on up to Perini Navis, Feadships, and the like. Indeed, visiting boaters are welcomed as part of the family. A “camaraderie” exists amongst nautical vacation enthusiasts. We see it every day. Just last week no fewer than three past hotel guests came through on their own cruising boats. These folks enjoyed the resort as guests and now treat it as their home away from home. North Sound is a watersports-lovers paradise—a playground to be enjoyed. Read on about all the ways you can enjoy it too!
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