Destination: Luxury

In December 2004, Queen Elizabeth II bestowed one of the United Kingdom’s highest honors on Sir Royston O. Hopkin: Knight Commander of The Most Distinguished Order of St. Michael and St. George, for his contribution to tourism in Grenada and throughout the Caribbean. It was a crowning distinction for a self-made man who left school at 17 and built a stellar career as an advocate and entrepreneur in the tourism industry.

Situated on the south side of Grenada on Grand Anse Beach, the then 20-room Spice Island Inn was purchased by Hopkin in 1969 with a group of investors. By 1978, he partnered with his two brothers to buy Blue Horizon Hotel (today Blue Horizons Garden Resort, located across from Spice Island). But in 1987, Hopkin had his own ideas for expansion and purchased controlling shares of Spice to become owner and chairman. By 2000, the property had been renamed Spice Island Beach Resort, and underwent a $6 million renovation, expanding to 66 suites. Hopkin’s biggest challenge came when Hurricane Ivan destroyed three-quarters of the resort in 2004. But the tragedy became a source of inspiration to build a world-class resort. “I needed to reopen at the level of a Ritz boutique or a Four Seasons boutique,” he recalls. “But I didn’t want the look or feel of [those properties]. It had to be Caribbean.”

With a $12 million investment, the newly renovated, family-run luxury property reopened in December 2005, featuring 64 rooms, with 32 beachfront suites and 17 additional suites with private, non-chlorinated, residential-size swimming pools. The suites are outfitted with Italian porcelain tiling, hardwood furniture from the Far East, Hansgrohe bathroom fixtures, Frette linen and bathrobes, full entertainment centers, chaise lounges, hammocks, and a host of other amenities. There are two open-air restaurants: Oliver’s, renowned for its seven-course dinners, and Sea and Surf Terrace & Bar for light dining and cocktails. In-room dining is available 24 hours a day.

Gatsby Boutique sells high-end resort wear, and spa Janissa (a combination of his daughters’ names) has a range of restorative treatments. Spice Island has since won numerous awards and recognition for everything from energy-saving initiatives to high-end customer satisfaction. For six consecutive years the resort has won the “Gold Award” from Virgin Holidays as the No. 1 property in its exclusive Platinum Collection, beating out internationally renowned luxury properties throughout the world.

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Hopkin’s property promises the best travel experiences in a most luxurious setting, but he is quick to assert that resort trappings and fixtures are not what define his business. It’s his attention to guests.

Creating a distinction
Hopkin’s wife and three children are all a part of the resort’s success. His wife, Lady Betty, oversees the management of the Gatsby Boutique. Nerissa is director and deputy manager; Ryan is assistant manager of operations; and Janelle is assistant manager, food and beverage. And they are always on hand to not just manage their areas but offer an extension of the hospitality for which the resort is known. “What has defined us is our human resources–my presence, Betty’s presence, my three kids–as a unit and as a staff,” offers Hopkin.  “When we reopened the resort I [hired] a full-time human resources manager and director. As a Caribbean person, I’m up against many people in the world who have a lot of resources in bricks and mortar, but bricks and mortar cannot define you. What actually defines you is when things go wrong–how you deal with issues, problems and complaints. That is where clients [and customers] measure you.”

Maintaining the standards
Hopkin employees a staff of 200, whom he also refers to as family. Every staffer employed more than a year is offered a weekend stay at the resort so they can personally appreciate the operating standard of the property. Upon leaving, guests are asked to fill out a two-page questionnaire. “It is complex,” says Hopkin. “I’m proud to say our CSQs–that’s our guest perception reports–are at 99% year round.”

Unique touches
All visitors receive a personal letter signed by Hopkin thanking them for their stay. When he is in town, he hosts a weekly cocktail party on the resort. Every other week the party is hosted at his home. “This is a formal invitation. I get 97% acceptance. It gives the hotel a face. I am my severest critic,” he continues. “There is no compromise for our standards.”