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10-MINUTES MANAGER: Focus on service


marciadottin, [email protected]

10-MINUTES MANAGER: Focus on service

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Richard Cox  is director of operations, Super Centre Limited.
Q: Are you where you’ve always wanted to be?
A: Yes. Having exited the hotel industry 11 years ago and therefore making a total career change, my current position allows me to work with a great team and company which I believe is on the path to achieving significant success, which will benefit all stakeholders and Barbadians in general.
 
Q: What is your biggest professional challenge?
A: Being able to successfully communicate and engage with all of the 1 300 employees in the company as frequently as I would like.
 
Q: What is your biggest life challenge?
A: Being able to balance my professional, leisure and home life. While a challenge, I believe it is critical to get this balance right, as by doing so all three areas will benefit significantly.
 
Q: When you look to the future what do you see?
A: A Barbados with significant growth in all the critical sectors and with companies having learnt to operate in a much more efficient manner and a higher level of productivity as a result of having survived the current economic challenges. The spinoff effect of this will be increased employment and reduced crime.
 
Q: What is your favourite pastime?
A: Besides spending time with family and friends, I am involved in cricket at the club level and still play in the BCA competition, even at my age! This is something I really enjoy doing and comes back to my earlier point of finding the right balance.
 
Q: What is your favourite meal?
A: Having been in the hotel and restaurant business most of my life, I have been exposed to a variety of cuisines, all of which I enjoy. However, nothing can beat a good Bajan soup with lots of ground provisions and dumplings!
 
Q: On Saturday nights where are you likely to be?
A: Keeping a close eye on the bar at the cricket club or, out of season, enjoying a meal or a lime with my wife and friends.
 
Q: What upsets you the most?
A: Poor service, especially since it is so easy to give good service. I understand that persons do have their own personal challenges in life which may affect their mindset at any given time.
However, this is an area where further guidance and effort is required. The time has come for employers to implement more formalized customer service programmes in order to help overcome this challenge.
 
Q: What is your guiding philosophy?
A: Do unto others as you would wish them to do unto you. Honesty, fairness, integrity, compassion are all key words for me.
 
Q: If you had to manage Barbados for a day what would you do?
A: Implement better community outreach programmes which speak to family values and mentoring with a view to assisting young parents especially, in raising children in a loving and caring environment. Secondly, adjust the curriculum in all schools to include tourism and hospitality as a subject since this sector will be the driving force in the recovery and sustainment of the economy for many years to come.

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