Elevating Local Businesses and Indigenous Communities In Guyana
CA Brian Edwards with the staff of Lake Mainstay Resort. Committed to inclusivity, Lake Mainstay Resort upholds a policy of equal opportunity, fair wages, and equitable working conditions for all employees, 90% of whom are women and 95% Indigenous. Photo by: Lake Mainstay Resort
Written by: Andrea Josic
Lake Mainstay Resort is an eco-tourism destination on the shores of Lake Mainstay near the Indigenous community of Whyaka. Wilfred Jagnaraine, Director and CEO, created this resort out of a passion for his community. Committed to inclusivity, Lake Mainstay Resort upholds a policy of equal opportunity, fair wages, and equitable working conditions for all employees, 90% of whom are women and 95% Indigenous.
Photo by: Lake Mainstay Resort
Catalyste+ worked with Lake Mainstay Resort on two assignments in the 2023/2024 fiscal year. In the first assignment, focused on customer service, CA Bandula Abeysundara met with key staff members to gain a detailed understanding of the resort’s operations.
Based on his findings, Bandula created a thorough business plan outlining key areas that required improvement to meet international standards. To enhance guest experience and service quality, Bandula delivered three training sessions on customer service best practices.
Wilfred is passionate about the advice offered by Catalyste+ and was very open to suggestions and ideas on improving the environment and culture at the resort. “We have a long way to go, but with the help of Catalyste+ and the staff we have, we are happy to report the business is growing, and will only get better.”
In the second assignment, CA Brian Edwards analyzed the resort’s kitchen operations to identify areas of improvement. Over seven days, he facilitated over 20 hours of safe food handling sessions with multiple departments to improve kitchen efficiency and food quality. Employees were also encouraged to identify and report operational challenges to management, fostering a proactive approach to problem-solving.
Because of inconsistencies in the front- and back-of-house, Lake Mainstay Resort’s revenue was impacted. The front-of-house lacked customer service consistency, while the back-of-house kitchen lacked organization, leading to inefficiencies and food safety concerns.
“The training offered highlighted the need for separate heads of kitchen and restaurant respectively. The new responsibilities would enhance the women’s capacity to make decisions and act on opportunities that are available in their line of work,” said Jagnaraine, who noticed a newfound confidence and improved skills amongst his employees.
In alignment with the resort’s focus on gender equality, two women were appointed as the heads of the kitchen and restaurant and ensured equal pay standards between the employees. The head cook has also been included as a management team member, contributing valuable insights into kitchen operations.
CA Brian Edwards with the staff of Lake Mainstay Resort. Photo by: Lake Mainstay Resort
Lake Mainstay took immediate action after the assignments to improve its operations and services. The staff at the resort developed exceptional customer service skills and the resort created a customer feedback form, available in person and online, and closely monitored guest reviews.
“We are very appreciative and grateful for the assistance provided. It will go a long way toward helping us to realise improved business and increased earnings,” said Wilfred.
