Takeaways from The Bahamas

Preparing to go on this trip, I wasn't really sure what I would be doing as my focus of study is not necessarily related to the tourism or hospitality industries. Though with this interest and different perspective, I had a very good experience overall coming in to this course with such an open-mind and a bit of prior knowledge in tourism. These are a few of the things I found most interesting from my time in the Bahamas this past week or so.

I think it is most interesting how I've learned a new way to think about my experiences as a consumer with either a restaurant or company. Through participant observation, we were able to turn our experiences in to manageable data that can be used and applied by these establishments we are reviewing. With analyzing these restaurants and attractions under the guise of any other consumer, we were able to get a raw experience to work with and consider. By observing our surroundings and taking in our own perceptions, it's fascinating to see the systems and training in motion and use those observations to ground our conclusions.

I also found it strange but not shocking how much of the destination was controlled by the amount of tourism coming in to the area. Naturally, 74% of visitors to Nassau arrive by cruise making downtown a place catered to the 10 hour visitor who is more than likely from North America. While the Bahamas is technically international, it feels as if it's almost an extension of the United States with no separate culture of distinguishing features, other than its pristine beaches. This is interesting in and of itself to think about when considering the tourism aspects of the destination and how its culture is affected by its economy.

Finally, probably my favorite part of the trip, was interacting with the people from the Ministry of Tourism. They were very open to hearing our feedback and constructive recommendations from our experience. Something I personally like to live by, is that the only way you can improve is to know what you're doing wrong. Both in large group discussion and in small breakout groups during lunch, each of them were very open to talking through our individual experiences and hearing what we would recommend as consumers and general travelers on vacation with the knowledge of the tourism industry. These were definitely productive conversations that will help guide us in the information we are able to provide them in our group papers summarizing our experiences and recommendations.

Eating Our Way Through Nassau with Captain Ron

From now on, there is one thing that I will recommend to everyone going to New Providence Island: The Bites of Nassau Food Tour. When one thinks of the Bahamas, I’m sure a food tour is not the first thing that comes to mind. While the Island is known for their sun, sand, and sea, I urge everyone to go on this three-hour food tour.

This tour started off on a great note. We got a call from TruBahamian, the company that runs the tours, saying that they overbooked their tour but they’re willing to give my friends and I a private tour later that same day. We jumped on the opportunity, partly because we needed to do a tour for the course and partly because who doesn’t want took walk around and eat food for three hours?! The company’s willingness to accommodate us resonated with my group. We loved that they cared enough to give us a private tour rather than refunding our money. The level of care this company showed seems to be the usual for the native Islanders.

Captain Ron, our enthusiastic and passionate guide, started off the tour by telling us about the history of the Bahamas and a summary of his life. While I was sitting through that 20-minute explanation, it seemed irrelevant, but looking back on it, that summary was necessary in order to understand the reasons certain foods are popular in the Bahamas. After that, we finally started our tour. We went to historic places such as Bahamian Cookin’ and Kitchen, Graycliff, and Towne Hotel. At these places, we had mostly authentic food that would have been difficult to find without the tour.

While the tour was great, there is always room for improvement. So, to TruBahamian, I recommend that they allow the tour guides to say whatever they want. Captain Ron had given us two options: a “whitewashed” tour (where we are given the history of the Bahamas through rose colored lenses) or the real tour. My group, of course, chose the real tour. However, I believe it’s important that everyone learn the real history of the Bahamas, as it’s not something that is readily available, as American history is.

Second, I would recommend that the Conch Shack be taken out of the tour. At this shack, the food wasn’t fresh and didn’t properly represent the love Islanders hold for conch. It’s my hope that this restaurant be replaced with one that better represents how good conch can be, especially since there are many that really understand how conch is supposed to be prepared.

Overall, I don’t have many recommendations for the tour. Captain Ron has a really good understanding of the history behind the food, and the passion he holds for these tours and educating people only makes it better. If anyone finds themselves in New Providence, make sure to take a tour with Captain Ron!

             

Course Takeaways

Coming into this Customer Experience Analysis course, having taken only one introductory class in tourism, I knew the next few weeks would be filled with many new concepts and learning for me. Yet, I was surprised with the amount and depth of information that I learned in such a short amount of time. The opportunity for hands on learning in an environment outside of the classroom like the Bahamas contributed to that.

One of my main learnings from this course was the difficulty of measuring the type of experience that we were researching. Our class encountered this when completing the various forms of participant observation. When creating them, it was difficult to make them comprehensive and measure exactly what we wanted. Measuring something as subjective and emotional as an experience is difficult to quantify and ensure the results are unbiased. We spent many classes working through the forms and making them the best they could be. Yet, at the end of the day we had to realize that the forms were not perfect and there could be continuously improved as needed. Having the flexibility and power to shape the tools we were using to measure with taught me how important methodology is when presenting authentic results.

Another take away I had was in terms of how important and beneficial participant observation is when doing this type of research. Being able to experience each attraction, restaurant, tour, and the destination as a whole, gave the findings more power. When we spoke to our clients from the Ministry of Tourism about our findings they knew our experience was credible because we were feeling just like any other tourist. We represented the clientele that they try to cater to, so our highs and lows were authentic. This also showed how essential hands on, real world experiences, and research are when studying an industry related to tourism, events, and hospitality.

My final take away was how important it is to have recommendations that are grounded in strong research. Giving our overall impressions or feelings towards a part of the journey isn’t enough. It must be backed by a variety of methods that don’t steam from one source. We learned how important it is to use online reviews are they encompass a range of demographics and opinions. Peak interviews as well as secondary research can help us in terms of balancing our own impressions. I never realized how essential research was to the field of events and hospitality until this project.

Junkanoo World

Junkanoo World Museum and Arts Center is a hidden gem, located on Nassau Street, a bit of a walk, away from downtown Nassau.  We only found out about Junkanoo World as it was mentioned by our guest speaker on the day of the New Year’s Junkanoo. As our team decided to go, we were mesmerized from the moment we stepped inside. 

From the entrance of the building, you can see how passionate the owners of Junkanoo world are on this 400-year traditional festival. As you walk in, you are greeted by a colorful display of Junkanoo costumes and headpieces. Then, you come to a clearing where you see a walkway displaying drums, decorations and a brief history of Junkanoo.

Junkanoo World was formed by a long-time patriot of Junkanoo and founder of one of the largest performing teams, “ROOTS”, Mr. Quentin Woodside “Barabbas”. We were very fortunate to be greeted by Barabbas himself as he was preparing the courtyard for a breakfast after Junkanoo ended in the morning. It was fascinating to learn how Junkanoo has evolved.

We entered the main hall which was a high ceiling room packed from top to bottom, filled with Junkanoo props from previous years, and we were told that they were making room for more props to arrive later, after the Junkanoo festival ends at New Year’s morning. The exquisite craftsmanship of the men and women involved in their teams’ project is astonishing. It makes you wonder how long it takes for them to complete each piece and assemble them for this annual event.

 

But the most awesome experience of all was when we approached the back room filled with Junkanoo costumes where you can try on and take pictures of. It is an extremely wonderful to be able to have a glimpse of what it feels like to be a part of this Bahamian festival.   

I was surprised that there were not many people visiting this attraction, as it was the day of the New Year’s Junkanoo, but then again, not many tourists know about Junkanoo. I believe if all the parties involved were to promote Junkanoo, the number of visitors to this museum and art center would multiply tenfold.  

And maybe because we visited Junkanoo world later in the afternoon, we did not see many staff around, as they must have been in preparation of the Junkanoo festival that would take place later that night. However , at the end of our tour,  a young drummer performed for us to top off this unique experience.

Cruising Through Nassau - Adventure Jeep Experience

     One experience I thoroughly enjoyed was our adventure jeep tour of Nassau. As part of the Bahamas Customer Experience Evaluation, our group used this adventure rental to explore the island. While we had already experienced the downtown area of Nasua, where cruise ships docked each day, we wanted to see what the island was like beyond the hustle and bustle of its center. 

     Upon arriving at BowCar’s rental center we were surprised by the intensity of the operation. One women commanded an army of employees as they pushed to get cars out on the road for tourists with a busy day ahead of them. “Hurry up! They have a ship to catch!” she barked at one of the men. As we waited for our buggy to be brought out l I thought about how different this experience was from many others in the Bahamas. While many restaurants and attractions ran on “island time,” BowCar was moving full speed ahead. My surprise indicated that I had become quickly accustomed to the relaxed pace of the Caribbean.

Our team posing with the Jeep

     Once we finished the paperwork we hit the road in search of adventure. Our first stop was Jaws Beach on the Western side of the island. As we raced down the open roads, engine revving, I was delighted by the reactions we got. Passing drivers waved, a fellow jeep driver honked their horn, and beachgoers snapped photos of our show on wheels. The freedom it brought us, and the excitement it brought others was tangible. Not only could we visit a secluded beach, but we were also able to explore other hard to reach parts of the island. We traveled through the gated communities and abandoned resorts of the West and were taken away by their grandeur. We stopped at a suburban grocery shop and tried unique treats. They were all moments that surprised and delighted. But, perhaps the most memorable moment with the jeep was watching the last sunrise of 2018.

Enjoying ice cream at Jaws Beach

     We left downtown, at 6:00 am sharp. The roads were empty as we cruised towards lookout point, the easternmost part of the island. By the time we arrived however, it was clear that Nassau was beginning to wake from its slumber. As we sat on the seawall, we were greeted by joggers and other sunrise-watchers. The friendly nature of Bahamians had been evident throughout the trip, but I lamented that there were few moments where the customer-service barrier was broken down. In this moment however, where there was only us, and the sea, the barrier was broken, and this warmth shone through once more, brighter than the rising sun. As we drove back, I struggled to keep my eyes open to take in the now blue sky. Despite how sleepy I was, I wouldn’t change a thing about our 24 hour whirlwind of a tour. Throughout our short adventure not only did I get to know the island better, but I got to know its citizens better as well. 

Jonathan and the sunrise... credit Ethan Stoler