I’ve had the opportunity to spend quite a bit of time with the ‘Tween Waters Island Resort & Spa management now, and have learned a different side to the hotel experience. When many of you visit the resort, you see hard working individuals riding golf carts, cleaning rooms, serving meals and drinks and spraying down surfaces, and I’ve come to appreciate each and every working piece and person to a resort. But when many of you don’t see the management side of hotel.
Meet General Manager Brett Gooch. Not only does he manage two little girls at home, but he’s also managing things at a huge 138-room resort. Oh wait, make that two 130+ room resorts (he’s also the GM at West Wind Island Resort). Did you know that Brett personally addresses TripAdvisor reviews? Anyone who has worked in customer service knows how difficult a disgruntled customer can be, and Brett handles it with grace and patience.
Meet President, Doug Babcock. From beach cams, to new furniture and equipment, to marketing and those discounts you receive on your stays, Doug is heading the charge on my financial and marketing ends. He’s also the General Manager of the sister vacation rental company and president of the overall Sanibel Captiva Beach Resort company. But did you know when first started, in order to get an understanding of all aspects of the resort, he did everything from take out garbage to work in the kitchen? He installed Christmas lights, did beach duty and even parking duty. Talk about involved!
Lastly, I’d like you to meet the man, the myth, the legend, Tony Lapi. Most long-time guests have met and seen Tony Lapi around the resort. This CEO of a major island resort is often found painting, fixing, installing and riding around on a tractor. He’s also been known to carry luggage to rooms, park cars, greet guests, and install renovations. Somehow, he finds time to be a generous and caring human being known to hang out at the Crow’s Nest for a drink, donate to the United Way and fight water quality issues. And did I mention he has a marshmallow gun for holiday events?
What I took away from meeting with the management of ‘Tween Waters was that no matter you position or how much you make, how long you’ve been with the organization or what else is going on in your life, the people who own and work for the resort care. They care about making a difference and truly proving their mission statement: to deliver a warm, friendly and memorable island resort experience that provides value to all our guests resulting in a desire to return. So on your next vacation, if you notice one of these friendly faces, be sure to say hello to the management team.
(Photo Left to Right: Brett Gooch, Doug Babcock, Tony Lapi and Rick Boyd)