The five pillars framework for action learning at Sandals Grande St Lucia

Abstract

Purpose

The purpose of this paper is to present a resort‐wide framework termed the “five pillars” that has facilitated innovative ways of managing one of the Caribbean's most successful resorts.

Design/methodology/approach

The paper uses action learning as the process to enable all employees to participate in a framework for attaining outrageous guest service, a productive workplace, revenue growth, cost control and quality assurance of the physical resort environment.

Findings

The paper provides a practical overview on innovative ways of continually evaluate and improve all‐inclusive resort operations.

Practical implications

The paper illustrates the versatility of the action learning process at all hierarchical levels in a complex luxury all‐inclusive resort.

Originality/value

The paper provides an insightful practitioner perspective on the pressures and challenges relating to the provision of exceptional guest service in an all‐inclusive resort environment.

Citation

Anderson, W. and Teare, R. (2011), "The five pillars framework for action learning at Sandals Grande St Lucia", Worldwide Hospitality and Tourism Themes, Vol. 3 No. 1, pp. 52-59. https://doi.org/10.1108/17554211111104943