The Bermuda Tourism Authority (BTA) has received a “disappointing failing grade” regarding its workplace culture, prompting the board to acknowledge that “decisive corrective action” is necessary. This appraisal was unveiled yesterday following a review that was initiated amid a significant departure of staff under the leadership of Chief Executive Tracy Berkeley.
The review, which highlighted a perception among employees of an unprofessional and domineering workplace lacking in accountability and trust, revealed that many staff members felt isolated within the organization. The leadership was perceived as not embodying the core values of the BTA, and rampant gossip was identified as a major concern that employees wished to see eliminated.
In a statement released alongside the review, the board expressed its serious concerns and accepted the disappointing results of the culture assessment. “The board takes responsibility for any operational issues that may have contributed to the notable employee turnover over the past three years,” it stated.
Acting board chairman William Griffith remarked, “Every organization, regardless of its external achievements, must be willing to conduct an internal evaluation. This culture review is a vital step in that process, and by making the findings public, the BTA board aims to show that transparency enhances public trust.”
The review, conducted by EY, exposes the ongoing issues faced by the publicly funded authority during Ms. Berkeley’s tenure, who first stepped in as interim CEO in June 2022 and was later appointed permanently in March 2023, with an annual salary exceeding $300,000. Over the last 2½ years, 30 employees have departed, including 23 who either resigned or left through mutual separation between June 1, 2022, and January 8 this year.
The executive summary of the report highlighted that terms such as “mistrust,” “unprofessional,” “domineering,” and “siloed” were frequently used by interviewees to describe the BTA’s culture. Respondents noted a lack of accountability at both work-performance and behavioral levels, coupled with inconsistent and untrustworthy processes for raising issues.
The report indicated that a survey of all 35 BTA staff conducted last November yielded an 80 percent response rate, revealing a pressing need for “greater transparency and accountability from leadership.” While more than half of the traits used to characterize the workplace were positive, negative aspects included gossip, disconnection, a lack of responsibility, and passive-aggressive behavior.
The reviewers also completed 12 interviews with a diverse group of key stakeholders, including board members and senior leaders, finding a pervasive sense of mistrust within the organization. Interviewees described interactions as routinely unprofessional and domineering, with several examples cited, albeit unverified.
The findings of the review proving consistent with what has previously been reported by TNN. Tourism Minister Owen Darrell had previously threatened to replace the board if it failed to address the issues raised by staff, despite limited authority to do so under the current legislation governing the BTA.
Mr. Griffith, a former Director of Tourism for the Government of Bermuda, joined the board in January and was named acting chairman during a special meeting on March 3. Reports suggest he is not being considered for the permanent chair position, as Mr. Darrell reviews expressions of interest for new board members.
Mr. Griffith stated regarding the culture review, “This is not the conclusion of the process; it marks a bold new beginning. The board is dedicated to ensuring that the BTA becomes a benchmark for transparency. By tackling these internal issues, we aim to emerge stronger, more resilient, and better positioned to serve Bermuda’s tourism sector and the local community effectively.”
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