The Magic of Kiselle: Inside Sandals Grenada’s Culture of Guest Loyalty

In hospitality, a genuine smile can make all the difference, and Kiselle Frederick is living proof. From the moment she joined Sandals Grenada in 2016 as a cocktail server, this T. A. Marryshow Community College (TAMCC) graduate set out to make her mark. 

Today, she is not only a devoted mother but also a Diamond Team Member, one of the resort’s most prestigious recognitions. Kiselle has earned consistent praise from guests and team members alike.

Long-time Sandals guest Zeila Paul, who has accumulated 462 paid nights with Sandals Resorts and is currently on her fifth visit to Sandals Grenada, credits Kiselle as a major reason she keeps returning.

“We met her many years ago, and we keep coming back—and recommending Grenada—because of people like Kiselle,” Paul shares. “She comes down to the beach, announces herself and greets everyone with a smile a mile wide. She remembers your drinks exactly how you like them. She’s so pure, so kind. I’ve traveled the world and I’ve never met a character like her.”

Kiselle’s approach to service excellence is grounded in intention, empathy and genuine human connection. “You can’t give five star services with a mediocre smile—or no smile at all,” Frederick said. “Every single interaction with our guests should make them feel valued.”

Food & Beverage Director, Matthew Saunders shared, “she walks and talks with passion and flair. Her presence is felt across the resort. She’s a pure delight to have on the team.”

Known for learning guests’ names, preferences and habits, Frederick believes personalization is key to guest loyalty. “When their favorite drink arrives without them asking, that’s when service becomes meaningful,” she said.

Her proactive approach also sets her apart. During peak afternoon hours, Frederick anticipates guest needs by offering assistance before requests are made, helping to ensure comfort and safety.

Equally committed to her team, Frederick is recognized for punctuality, consistency and seamless shift handovers. “We depend on each other,” she said. “Respecting your coworkers is just as important as serving guests well.”

Frederick also emphasizes the importance of balance in sustaining excellence. By managing her schedule carefully and prioritizing family time, she maintains the energy and focus required to perform at a high level.

Bars Manager Denis Gilbert adds, “Kiselle brings an energy and vibrancy that’s consistent every single day. She’s reliable, intelligent and observant. She listens to her guests and adapts her service style to meet their needs.”

In an industry built on human connection, Kiselle proves that excellence isn’t complicated—it’s intentional. And sometimes, the magic really does begin with a smile.