Transformational Change Continues at Dunn's River Falls and Park
The Urban Development Corporation (UDC) has made significant progress in addressing issues identified at Dunn’s River Falls & Park (DRFP). These issues stemmed from the audit into the operations of its subsidiary St. Ann Development Company (SADCo) published in January 2019. Following the findings of the UDC commissioned assessment, a Programme Management Office (PMO) was established in February of this year. This Remediation Team in conjunction with SADCo and DRFP has made strides in areas including improved management of sales and revenue, its financial systems, information technology and governance. The measures have yielded results including increased revenue for the first quarter of the 2019/20 financial year.
Since February, an image scanning solution which allows for tracking and recording of each ticket purchased was implemented to monitor discounted local sales. Security has also been enhanced through increased use of cameras, training, and monitoring. Parallel to these interventions, the team has designed clear policies and processes around critical areas such as cash receipts, security measures and oversight to reduce risks and provide clarity and guidance for the DRFP team members.
Further to a wide recruitment search to promote a customer-centric culture, Michelle Sawyer, who has been instrumental in a number of transformational initiatives at the Park, has been appointed Manager as of July 1, 2019. Sawyer, who has been employed to DRFP and SADCO for over 10 years, is currently involved in revamping the entity’s Risk Management Plan and Emergency Procedures Manual, coupled with the review and realignment of the Park’s tier structure and development of a proposed credit system for Tour Operators. According to Mrs Sawyer, “the renewal of Dunn’s River Falls and Park is two pronged; reenergizing the team around our brand and delivering exceptional service to every guest, every time.”
Improvements in service excellence remain at the core of the operations at Dunn’s River Falls and Park. The UDC is pleased that the entity is the recipient of the Trip Advisor 2018 Certificate of Excellence, an award which it has received consistently for the past few years. The UDC and SADCo are working to place the Park on a positive trajectory to being the first in the world to be awarded ACE attraction designation from the Aquila Centre for Cruise Excellence which is presented for distinction in overall guest experience.
The UDC and SADCo remain committed to the transformation and sound governance of all their attractions including Dunn’s River Falls and Park. With a renewed focus on the people, product and processes of the entities, the team recognises that change takes time and may be more complex than expected, however we are committed to the journey. In keeping with this renewal, guests can look forward to the attraction undergoing a brand refresh and other upgrades later this year.
For further information, please contact:
The Corporate Relations and Marketing Department
Urban Development Corporation
12 Ocean Boulevard
Tel: (876) 656-8031
July 29, 2019