Three More Businesses Get Service Certification

October 26, 2017

Three more local businesses –  Fun Golf, Lili Bermuda, and Tobacco Bay/Beach Boys — have successfully demonstrated full adherence to Bermuda’s new National Service Standards, joining seven other businesses officially certified in the National Service Standards Programme.

“This certification was created by the local industry for the local industry for the sector,” said Karla Lacey, Chief Operating Officer, who holds responsibility for the programme. ‘It’s reflective of best practices in the industry globally and something all recipients are proud to have earned.”

Belcario Thomas – Tobacco Bay, Rasheeda Burgess – Bermuda Tourism Authority Tourism Standards and Training Manager, Dennie O’Connor – Tobacco Bay, Marie-France Thompson – Lili Bermuda, Raymond Walker – Tobacco Bay, Karla Lacey – Bermuda Tourism Authory Chief Operations Officer. Not pictured: Fun Golf Bermuda

National Service Standards Bermuda Oct 2017

The BTA said, “Going forward each of the three businesses will be marked on the website with a star, making their certification clear to site visitors.

“Additionally, these businesses are pinned to the top of the list in their respective sectors when a user launches a search on Fun Golf and Tobacco Bay/Beach Boys are in the Recreation and Entertainment Sector. Lili Bermuda is in the Retail and Shopping Sector.

“These latest certifications are milestones for the programme,” said Bermuda Tourism Authority Standards and Training Manager Rasheeda Burgess.

“Fun Golf and Tobacco Bay/Beach Boys are the first businesses to complete the programme in the Recreation and Entertainment Category. And we’re pleased the management at Lili Bermuda has now been through the process twice – initially for staff in St. George at the Bermuda Perfumery and now the team at the Lili Bermuda Boutique in Hamilton have also been certified.

“This tells us Bermudian businesses recognise the value of National Service Standards and understand that superior customer service gives them an edge, while helping to set Bermuda apart from its competitors.”

“We are grateful for having had the opportunity to participate and encourage other local service providers to sign up,” said Belcario Thomas of Beach Boys. “There’s solid value in the NSSP’s process, preparing Bermuda’s tourism industry as an attractive destination to the next generation of guests who seek value for money and local engagement.”

Lili Bermuda Store Manager Marie-France Thompson said: “We are thrilled and honoured to have been recognised by the Bermuda Tourism Authority and the local business leaders.

“This programme allowed us to assess and reinforce our policies and customer service standards. We strongly encourage all organisations dealing with the public to join the programme as it will also motivate your staff – not to mention the benefits of the marketing and the promotional value.”

In order to gain certification participating businesses must demonstrate mastery of five principals of service on a consistent basis and have at least 70 percent of customer-facing staff complete the Certified Tourism Ambassador Programme.

Mystery shoppers visited the businesses more than once to ensure standards were being met and now those businesses can place an NSSP seal of approval in their storefronts and on their websites.

This past summer the following businesses earned their NSSP certification:

  • 27th Century Boutique
  • Alexandra Mosher Studio Jewellery
  • The Bermuda Perfumery
  • Bermuda Transit Services
  • Chopstix Fusion
  • Dolphin Quest
  • Flanagan’s Irish Pub

Businesses that would like to start the process of certification can apply online at

click here banner Bermuda tourism

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Comments (4)

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  1. ConcernedBermudian says:

    Belcario and Tobacco Bay, I applaud you for your efforts with tourism, I think you are a great ambassador to the island. Please however tidy up your beach area, there are large unsightly objects left on your premises or in the parking lot, it looks bad. I wish your well with your new initiative at Clearwater and hope it is a success but please make an effort to beautify your locations, not ruin them. I’m so glad you didn’t get Warwick Long bay, I can’t imagine what it would be like if you had done a Tobacco bay type bar there, thank the lord its left to be the beautiful park that it is.

  2. e. gamble says:

    Pretty soon everybody and his dog will be living under

  3. Love Bermuda says:

    Well done Denny , tiffany and team . Excellent service at all times, great entertainment ,Bathroom are clean and beach is organized . Well deserve

  4. Shawn says:

    Well done Beach Boys again on your outstanding service . Your trip advisor comments remain amazing , the beach beautiful and the service at its best. I do feel that horseshoe bay should have this certification thou, maybe you can show them the standards of service, attitude and cleanliness. Wish you many more success stories.