At age 22, fresh out of University, Kevin Hendrickson was thrust into a role that demanded him to wear some really big and competent shoes- General Manager of the then Courtleigh Manor Hotel. For most inexperienced individuals, it would probably be an intimidating task; for Kevin Hendrickson, it was simply the opportunity to effectively execute the vision.
“Ironically, I did not do any courses in hospitality, as I thought I would go straight into the baking arm of the business. When I got home, I was made GM of the hotel and as there were no other career hoteliers in the family to give me guidance, I learnt on the job. I worked seven days a week for many years. That was my life.”
Fast forward some thirty five years later, he has not only succeeded in transforming that vision into a reality, but has helped to revolutionise the hospitality industry. The Managing Director and owner of several major hotels in Kingston and Montego Bay including The Jamaica Pegasus, The Courtleigh Hotel & Suites, The Knutsford Court and The Holiday Inn Resort: Montego Bay; Hendrickson has a knack for identifying a solid investment and transforming the drab into something dramatically beautiful.”
Hendrickson recently received The Jamaica Hotel and Tourism Association (JHTA) Lifetime Achievement award, joining a small group of distinguished pioneers whose names are synonymous with success. It is the ultimate recognition you can get from your peers and is reserved for those who have made a stellar contribution to the industry. To look on the list of persons who have been previously awarded, like Helga Stockert, Gordon ‘Butch’ Stewart and Heinz Simonitsch, I can’t help but be proud. However, I recognise, you can only receive an award like that with the support of a committed team, many of whom have worked with me for numerous years and quite a few started with me.”
Buzzz Magazine sat down with Hendrickson shortly after he copped the prestigious award, to discover how the business mogul built his company’s brand and to get the scoop on plans for the former Wyndham Hotel.
“Over the last 15 years or so, massive investment has occurred in the Jamaican tourism industry adding hotels across the island and so there are more hotel rooms and more attractions. As Kingston is now designated a UNESCO creative city for music and the Blue & John Crow Mountains as a UNESCO World Heritage site we have more events than before, which makes this city pulsate with life. We have seen unprecedented growth in the industry island wide and the infrastructure is in place for us to be optimistic. If you look back since the 70s, my father’s generation was fighting to survive, my generation worked to build and this generation is continuing the expansion. There is a need, though, for more local investors to realise the potential of the tourism industry.”
He prides his staff for providing quality, personalised service. “We are well aware of the fact that people have options within a market, but what makes us unique is we try to treat each guest as an individual so if you stay with us, chances are you will come back. Take a hotel such as The Courtleigh, the vast majority of our guests are repeat clients so for us it’s about meeting old friends and making new ones. If there is something special you would like in your room and you tell us ahead of time, we can accommodate it. Likewise, if there is something special you’d prefer to eat, with notice, we can prepare it. That is the Courtleigh way.”
So after more than three decades of providing superior guest relations, one has to ask how he stays inspired. “As a team leader you have to stay motivated for the 1,300 persons who are a part of the team. If there is a main driving force, it is pride. It does not allow for much compromise so you continually strive to improve, remain hands on and lead by example. As travellers become more sophisticated and discerning you constantly have to make the product better.”
Making the product better is exactly what he has planned for the iconic orange building next door to the Courtleigh. His latest acquisition is the former Wyndham Hotel that has been closed for some time; but the hotel site is now a hive of activity. With his hard hat and all, Hendrickson makes daily visits to the construction site, immersing himself in the many changes taking place.
To continue reading, purchase Vol.8 #8, 2016 Issue.