The Ocean Club, A Four Seasons Resort, Bahamas

Four Seasons Tenure

• Since 2020
• First Four Seasons Assignment: Current

Employment History

• Margaritaville Resort, Nassau, Bahamas; Auberge Resorts, Anguilla; Marriott Marquis, Washington, DC; The Ritz-Carlton, St. Louis, Missouri; The Ritz-Carlton, Grand Cayman

Education

• Bachelor's degree in hospitality management, Universitat Autonoma de Barcelona, Spain

Birthplace

• Jorba, Spain

Languages Spoken

• English, Catalan, Spanish, French

Gemma Graells, Director of Rooms at The Ocean Club, A Four Seasons Resort, is quick on her feet and fast acting to ensure guests at The Ocean Club have an impeccable stay. At 5 feet 9 inches (175 centimetres), Graells stands out not only for her stature, but also for her bright green eyes, warm smile, and welcoming approach. A former semi-professional basketball player, in her teenage years, Graells won first place with the Catalonia Region of Spain’s basketball team, and competed in the Spanish Basketball Championship, coming in fourth place. She later joined a semi-pro team in her 20s, playing with the Women’s National Team of the Cayman Islands.  Graells’ time on the courts gave her a foundation of solid leadership and teamwork skills, translating to all the right plays that ensure Resort guests are attentively cared for.

Legendary basketball player Larry Bird once said, “Leadership is diving for a loose ball. It’s about being able to take it as well as to dish it out; that’s the only way you’re going to get respect from other players.” For Graells, who oversees a team of 105, she treats them all like her “teammates” trying to bring home a win for the ultimate fan base - the guests. She is an excellent coach to her large team, and if ever a ball loose, Graells is sure to have a fast hold of it.

“I love how our team really listens, and gets to know our guests, many who are legacy guests,” notes Graells. “As the Resort recently hit a milestone of 60 years, we have generations of family members who have returned year after year, and getting to know them along with their preferences, and being ready to welcome them back home, is something that sets our team apart.”

With 107 intimate rooms at the Resort including 90 guest rooms, 12 suites, three incredible oceanfront villas and two bungalows, Graells always has her finger on the pulse of the Resort inventory and knows who is in house. “I like that our property is small enough to get to know our guests and to call them by name. Guests love that our team members know who they are and give a personal greeting simply when they walk up to the front desk or when entering the restaurant.”

One of the Resort’s signature welcome amenities the guests find as a surprise upon arrival to their guest room is a traditional Bahamian rum cake. The sweet, spongy dessert melts in one’s mouth, with a Caribbean flavour that instantly sets the tone for one’s Bahamian vacation.

“This rich, decadent cake is a favourite among our guests,” says Graells. “While it's is a standard treat for every arrival, once we get to know our guests, our team loves to surprise and delight with other special in-room amenities.”

The rooms and suites also offer a full bar setup, enabling those who enjoy a nightcap to play mixologist and craft their own cocktail. Premium J.A.B. rum, made in the Bahamas and beautifully bottled, adorns the decorative in-room bar and is available complimentary for the guest’s enjoyment. Sitting on the spacious covered terrace, sipping on a smooth rum while watching the sun set over the ocean, guests can unwind and embrace the Bahamian lifestyle.

Graells also enjoys how each guest room and suite at The Ocean Club includes signature logoed baseball hats and a beautiful tote bag for the guest to keep. The tote bag is made by Bahama Handprint, a local Nassau company, which employs Bahamian artisans and features a custom island design pattern, exclusive to The Ocean Club. Guests are often seen carrying the nautical-inspired bags around the Resort, to the pools and beach, and love to keep them as a souvenir of their trip. “These little touches go a long way, and I like to think that they remember their time with us fondly when using the tote bag back in their hometown,” Graells says.

Prior to The Ocean Club, Graells has worked at many properties, including several in the islands. She has served in various roles, including as controller, guest relations supervisor, director of front office, director of operations, and now, Director of Rooms with Four Seasons. Her 17 years of hotel management experience have made her an invaluable asset to the Resort.

In her free time, Graells and her partner, Kapil, enjoy travelling and discovering new places, and spending time with their pet dachshund Truffle. While Graells loves the Caribbean lifestyle, she equally loves the mountains. She enjoys visiting Campelles, a town in the Catalan Region of Spain, when she has the chance. “I’m always ready to hop on a plane whenever I have a few days off!” Graells says. Also in her spare time, during basketball season, she can be found watching the NBA, rooting for her favourite team, the Los Angeles Lakers.