When she speaks about etiquette, her voice carries both authority and warmth. At 51, after decades immersed in hospitality and management, Shermane Rivers has transformed her lifelong passion for excellence in customer service into the region’s premier training hub: the Etiquette School of the Caribbean.
Certified as a Children’s Etiquette Consultant by the prestigious American School of Protocol, she now dedicates her expertise to shaping a generation of young people who are not only courteous and polite but confident in any setting.
Rivers recalled how the customer service industry seemed to choose her. From an early age, she gravitated towards service. Her mother remembered that at just ten years old, Rivers was already hosting and planning gatherings, eager to cook, serve, and delight her guests. Though she initially pursued culinary arts at John Donaldson, she quickly realised that her true calling was not behind the stove, but at the forefront of interaction. “I wanted to be on the frontlines, managing experiences and interacting with people,” she says, “creating moments of excellence”.
Her career path reflects this passion. Rivers honed her skills at Coco Reef Hotel in Tobago for six years and later served as Operations Manager at Kapok Hotel’s restaurants for nine years.
A turning point came when she transitioned from the private to the public sector, spending 17 years at the Office of the Parliament managing food and beverage services. There, she led a large staff and catered to high-level dignitaries and ministers. Balancing the needs of 41 parliamentarians—each with unique personalities and exacting demands—refined her attention to detail and sharpened her protocol expertise.
“Every detail matters in this industry,” she notes. “The work required long hours—I was the first in and the last out. Managing personalities and planning functions has shaped who I am today.” She also credits her team, many of whom she trained and who stayed with her for 15 years.
While her résumé is impressive, Rivers’ true hallmark lies at the intersection of hospitality and etiquette. She has trained under renowned institutions, including the Beaumont Etiquette school and etiquette expert Eileen Donaghey, ensuring that her practical experience is anchored with formal certification.
“Etiquette ties in easily with customer service because etiquette is at the heart of how we make others feel,” she explains.
Her dedication earned recognition from the Borough of Arima for her contributions to education.
Another source of pride is her book, The Joy of Serving, the first of its kind written for food servers in the Caribbean. Part step-by-step guide, part heartfelt reminder, it emphasises that professional, polished service uplifts both customer and server.
“Once you are professional and polished, you’ll stand out no matter where you go,” Rivers says. “People often look down on servers, but I believe we are chosen to serve. Not everyone is called to it, and it’s a privilege to brighten someone’s day.”
Her school was born from this conviction. Specialising in children’s etiquette development, Rivers offers workshops for ages five to 21, in both group and private settings. She focuses on creating interactive, unintimidating environments. Children between five and 11 are the easiest to engage, while older youths and their parents may initially resist until they see how transformative etiquette can be for confidence, first impressions, and future opportunities.
“Good manners can open doors that even the best education cannot. People judge you in the first seven seconds by how you present yourself,” she says.
Her work extends beyond youth programmes. Rivers, who consults for schools, law firms, medical offices, and restaurants, emphasises that etiquette and customer service are universal skills.
“It’s not just about restaurants,” she insists. “Everyone who interacts with people should understand the value of professionalism.” She stresses that the Caribbean cannot continue branding itself as overly relaxed or accepting mediocrity in service.
Rivers also acknowledged industry challenges. Many restaurants invest heavily in décor but neglect their most critical asset: staff training. She argued that poor service has become normalised, but it doesn’t have to be. When encountering sub par service, she speaks directly with staff and supervisors, advocating accountability. “Their problems should never be transferred to customers. Employers must hold staff to a higher standard.”
Looking ahead, Rivers envisions regional expansion. She believes the islands must shed the stereotype of being laid-back and lackadaisical. Hosting workshops spanning dining etiquette, customer service, and professional presence, she sees etiquette as both a personal and cultural reset. “I want young men and women to understand that presenting their best selves is non-negotiable,” she says. “It’s not about perfection; it’s about respect, professionalism, and pride.”
In a world where first impressions can open or close doors, Shermane Rivers is determined to ensure the Caribbean produces individuals who are, in every sense, poised, polished, and polite.
