Jamaica Pegasus Hotel

Where Heritage Meets Modern Hospitality

Kingston’s preferred destination for dignitaries and discerning travelers

Opened in 1973 as a collaboration between the Jamaican government and British Airways, Jamaica Pegasus Hotel has long been a landmark in Kingston. Often called the “Protocol Hotel of Kingston,” it holds a reputation as the city’s go-to location for dignitaries, major events, and those seeking an elegant escape in the bustling capital. As Nicola Madden-Greig, Group Director of Marketing & Sales, describes it, “The Jamaica Pegasus is the grand dame of Kingston, a timeless beauty with a rich tradition of personalized service.” For over five decades, this hotel has been the place to see and be seen—or sometimes, as Madden-Greig notes with a smile, the place *not* to be seen.

Throughout its storied history, Jamaica Pegasus has welcomed an extraordinary roster of high-profile guests. “We’ve hosted kings, queens, presidents, and other dignitaries from around the world,” Madden-Greig explains. This prestige extends beyond Jamaica, earning Jamaica Pegasus numerous accolades and even certificates of appreciation from agencies like the U.S. Secret Service. “We’re known for our ability to execute high-stakes, high-profile events with ease,” she says. That reputation as a trusted venue has made it the first choice for international, regional, and local events, from state functions to corporate conventions.

While steeped in tradition, the Jamaica Pegasus hasn’t shied away from innovation. The property combines its classic charm with modern updates to ensure guests can access the latest conveniences. “We’ve integrated high-speed wired and wireless internet access throughout all our rooms,” Madden-Greig notes, “and installed USB charging ports, I.P. phones, and cordless phones in suites.” The hotel even revamped its PBX system to meet international standards, making emergency dialing seamless with direct routing to local authorities. Madden-Greig adds, “We now offer free outgoing calls to the U.S., U.K., and Canada, so guests don’t have to worry about overseas tolls.”

Recent renovations at the Jamaica Pegasus demonstrate the growing demand for outdoor spaces, a shift accelerated by the pandemic. Madden-Greig points to a recent $1 million investment in the hotel’s pool area, bar, and gardens. “People are craving more outdoor experiences, so we expanded around our Olympic-sized pool, added a Zen Garden for yoga and tai chi, and enhanced our jogging trail,” she says. With these additions, Jamaica Pegasus brings a resort-like atmosphere to the heart of Kingston, featuring lush landscaping that provides a tranquil escape from the city’s hustle and bustle.

Blending Tradition with Digital Innovation

Jamaica Pegasus Hotel may have a celebrated history, but it’s firmly rooted in the present when it comes to technology and guest engagement. Madden-Greig and her team have leaned into digital tools to meet modern demands without losing the personal touch that defines the hotel’s brand as the hospitality landscape shifts.

According to Madden-Greig, the hotel has embraced a multi-channel approach to connect with its guests. “We engage with customers across several platforms, from WhatsApp to Instagram,” she explains. “People can reach us beyond the traditional phone call.” This strategy provides flexibility and keeps the brand accessible and responsive, whether guests are booking rooms or reaching out with questions. The goal is to make every interaction as seamless as possible, especially for those who prefer to handle logistics on their mobile devices.

Booking at the Jamaica Pegasus goes beyond simply reserving a room. “We use a variety of technology solutions so guests can book their accommodation, pay for reservations, and sign agreements online,” Madden-Greig says. This efficiency has become critical in an age when time is a precious commodity. “We want to deliver service as quickly as guests need it,” she adds, noting that the hotel’s systems are designed to reduce waiting times and streamline the booking process from start to finish.

Despite these technological advancements, Madden-Greig emphasizes that the Jamaica Pegasus hasn’t sacrificed personal service. “We don’t want guests to feel like they’re only talking to a machine,” she says. While digital tools simplify many processes, the hotel still ensures that guests can speak to real people when they need assistance. It’s a balancing act: technology for those who value speed and human interaction for those who crave a personal touch. This dual approach enhances efficiency while reinforcing Jamaica Pegasus’s reputation for thoughtful, guest-centric service.

A Catalyst for Jamaican Tourism and Economic Growth

As one of Kingston’s most prominent hotels, Jamaica Pegasus Hotel plays a pivotal role in Jamaica’s tourism ecosystem. With all staff positions filled by locals, the hotel group behind the hotel is focused on nurturing talent and creating economic opportunities within the community. “Jamaica Pegasus is 100% Jamaican-staffed,” says Madden-Greig. “We’ve been here for 51 years, and we view ourselves as more than just a business—we’re part of Jamaica’s tourism family.”

The impact of the hotel extends beyond its walls. Madden-Greig and other senior management have long shaped national tourism policies through active roles in the Jamaica Hotel and Tourism Association (JHTA) and other influential bodies. “Our owner, Kevin Hendrickson, has served as a councilor and past chairman of the Kingston chapter,” she notes, adding that she herself has held multiple leadership roles within the JHTA. This active engagement ensures that Jamaica Pegasus is responsive to industry trends to shape the direction of Jamaican tourism and promote policies that benefit the nation as a whole.

Tourism in Jamaica is a vital economic engine, and the Jamaica Pegasus team understands its influence on multiple sectors. “Tourism touches so many other industries,” Madden-Greig explains. “We’re major users of local agriculture, manufacturing, and creative services, and we rely on Jamaican suppliers for everything from food to transportation.” Through this web of connections, the tourism dollar circulates throughout the economy, creating a ripple effect that benefits Jamaican workers and entrepreneurs far beyond the tourism industry.

Over the past decade, Madden-Greig and her team have also focused on maximizing the impact of tourism dollars within Jamaica. This approach, known as “linkages,” retains more of the income generated by tourism within the country, fueling local business growth and expanding employment opportunities. “We want to ensure that tourism revenue permeates the Jamaican economy,” she says, “so that more Jamaicans benefit—whether through direct employment, entrepreneurship, or as suppliers to the industry.” These local linkages are visible in initiatives like the “Christmas in July” event, hosted annually at Jamaica Pegasus in partnership with the Ministry of Tourism. The event connects local entrepreneurs with potential buyers in the tourism sector, providing a platform for Jamaican artisans and small businesses to showcase their products.

Investing in Local Talent to Meet Workforce Challenges

As workforce shortages grip the global hospitality industry, Jamaica Pegasus Hotel’s hiring of locals has proven invaluable. Madden-Greig believes that investing in Jamaican talent has helped the hotel maintain a stable workforce and unlocked the broader potential of tourism as a transformative force in Caribbean societies. “Tourism can truly transform the communities we live in—not just by creating jobs, but by fostering entrepreneurship and generating long-term wealth,” she says. Opening doors at all levels ensures the industry provides opportunities that require minimal barriers to entry, from craft vending to high-skilled roles in I.T. and engineering.

Madden-Greig’s advocacy is far-reaching. Having recently completed a three-year term as president of the Caribbean Hotel and Tourism Association, she pinpoints the need for strong collaboration between the public and private sectors. “We work in partnership with government agencies, private entities, and through our hotel association to keep pushing forward,” she explains. For her, the tourism sector’s potential isn’t just about the hotel lobby—it’s about building an ecosystem where locals can thrive in diverse roles, each vital to the industry’s success.

Competing Through Service and Innovation

As an independent hotel competing against major multinational brands, Jamaica Pegasus has long understood the value of standing out. Madden-Greig is pragmatic about the challenges of operating in such a competitive environment. “We’ve always had to compete with big, well-resourced international brands,” she says. “But it’s simple—you have to deliver the service your customers want and make sure you’re meeting their expectations.” For her, this means understanding the unique preferences of the hotel’s guests and continually refining its offerings to meet evolving standards.

At the heart of this strategy is personalized service. “Whether you’re up against a local hotel or a global brand, you need to know your customer and provide professional, attentive service,” she explains. But that’s just the beginning. Madden-Greig emphasizes the importance of innovation, noting that successful hotels must constantly improve and adapt. “Once you keep your standards high and continue to innovate, your customer will come back,” she says. For Jamaica Pegasus, this means crafting experiences tailored to different types of guests, ensuring that each visitor feels like they’re in a place that resonates with them personally.

In Madden-Greig’s view, every hotel has the potential to become someone’s “home away from home.” The key is cultivating that sense of belonging through high standards and thoughtful innovation. “Everyone has a special place where they feel their personality aligns with the vibe,” she reflects. By building on its unique character and staying attuned to guest expectations, Jamaica Pegasus has managed to carve out a loyal following in a crowded market—proving that, in the end, authenticity and quality will always have a place.

Expanding MICE Offerings and Green Initiatives

Looking ahead, Jamaica Pegasus Hotel has set its sights on expanding its footprint in the Meetings, Incentives, Conferences, and Exhibitions (MICE) market—a segment bouncing back after the pandemic’s disruptions. Recently recognized by the World MICE Awards, the hotel is capitalizing on this momentum. “We want to continue growing our MICE market,” says Madden-Greig. “After COVID, we saw a downturn in this area, but now there’s a definite uptick.” For the hotel, a renewed focus on MICE means ramping up marketing efforts, enhancing event facilities, and delivering an experience that makes the hotel an easy choice for conferences and large gatherings across the region.

Jamaica Pegasus isn’t only chasing growth; sustainability is also a top priority. Madden-Greig outlines several ongoing green initiatives pegged into the hotel’s environmental goals. “We already have a towel and linen reuse program, recycle plastics, paper, glass, and cardboard,” she explains. Recycling bins are now standard in guest rooms and public areas, and the hotel has replaced all lighting with energy-efficient LED bulbs. “We’ve also installed water reduction valves, energy-saving toilets, and other fixtures to conserve resources,” she adds.

Beyond its environmental efforts and MICE expansion, Jamaica Pegasus is introducing amenities designed to cater to the modern traveler’s needs for convenience and personalization. Madden-Greig highlights a new service that’s already proving popular with repeat guests. “For those who visit frequently, we offer a complimentary luggage hold,” she says. Upon return, guests can store their belongings, including having clothes laundered and ready in their rooms. It’s a slight touch but one that resonates with busy travelers juggling tight schedules. “We’re always thinking about ways to make travel easier, especially in a world that’s becoming more complex and demanding,” she concludes.

AT A GLANCE

Jamaica Pegasus Hotel

What: Iconic luxury hotel and premier MICE destination in Kingston

Where: Kingston, Jamaica

Website: https://www.jamaicapegasus.com/