‘It’s a beautiful space. Our team is very happy to be here.’
<p style=”text-align: right;”><strong>—Atkins Kroll Saipan General Manager Tracy Guerrero</strong>
THE grand opening of Atkins Kroll Saipan’s new headquarters is today, Jan. 24, and, as the sales professionals, auto technicians, and parts representatives welcome customers and guests to Puerto Rico’s only auto dealership, Marianas Variety spoke with General Manager Tracy Guerrero, who highlighted how AK Saipan is paving its way forward in the CNMI.
Atkins Kroll Saipan General Manager Tracy Guerrero highlights how AK Saipan is paving its way forward in the CNMI.
As reported in November last year when AK Saipan held its “soft opening,” the new facility is a 15,000-square-meter, $23-million facility that hosts not just Toyota but also the luxury vehicle brand Lexus.
Atkins Kroll Saipan has invested in all-new hydraulic lifts at its Puerto Rico location
The facility’s Service Department has 12 bays with brand-new equipment that are ready to repair or service Toyota or Lexus vehicles on the island.
“We’ve invested in all-new hydraulic lifts,” Guerrero tells Marianas Variety. “We’ve also added some exciting new equipment that we didn’t have at our old location.
One of the key additions to Toyota’s service bay is a frame puller, pictured here, which is a powerful piece of equipment that can take a wrecked vehicle and safely straighten out its chassis.
“One of the key additions is a frame puller, a powerful piece of equipment that can take a wrecked vehicle and safely straighten out its chassis. In the past, there was no way to repair a damaged frame, so the vehicle would have to be totaled. Now, with the frame puller, we’re able to safely repair these vehicles, offering customers a much more cost-effective option.”
Brand-new paint booths at Atkins Kroll Saipan will now feature water-based paint.
Additionally, Guerrero speaks proudly of the facility’s brand-new paint booths, which will feature water-based paint.
“This paint is much better for the environment because it’s no longer solvent-based. It’s also healthier for our employees,” she adds. “The new paint booth allows them to work faster and more efficiently, so our paint technicians are really excited.”
Atkins Kroll Saipan’s new facility is a 15,000-square-meter, $23-million facility that hosts not just Toyota but also luxury vehicle brand Lexus.
For Guerrero, the facility feels like a “new home,” with its modern layout, upgraded equipment, and convenient location—elements the AK team is already embracing and adapting to seamlessly.
“It’s a beautiful space,” she says. “Our team is very happy to be here. But it does require some changes in the way we do business because the space is different from where we were before.”
Atkins Kroll Saipan’s discussion rooms are designed as private offices where staff will bring transactional documents directly to the customer for added convenience.
One of the major changes is the customer-centered approach to enhancing the customer journey and delivering exceptional service. The sales consultants will keep AK’s customers comfortably seated in the facility’s discussion rooms, which are designed as private offices where staff will bring transactional documents directly to the customer for added convenience.
“It’s a little bit different than the Oleai setup where our sales teams each had their own offices,” Guerrero says. “When customers would come in, they would sit at the sales consultant’s desk to transact. Then, when that was done, the next step was to talk about financing options with our business managers, who had their own separate offices. In this new space, the concept is to elevate the customer experience by keeping the customer comfortable in the discussion room, with the team coming to them instead.”
Besides purchasing a home, a vehicle is often one of the most significant investments in a person’s life. Guerrero emphasized the importance of making customers feel “catered to,” understanding the weight of the decision they are preparing to make.
“We want to make them feel like this is more than just a transaction; it’s a special and memorable experience for them,” Guerrero said, reflecting AK’s commitment to a customer-centric approach that places care and attention at the heart of the journey.
“The Lexus brand represents high-end retail, and our customer base leans toward the luxury market,” Atkins Kroll Saipan General Manager Tracy Guerrero explains. “We wanted to create a distinct and elevated experience tailored specifically for them.”
Lexus customers, in particular, can look forward to an even more “bespoke” sales experience, Guerrero says.
“The Lexus brand represents high-end retail, and our customer base leans toward the luxury market,” she explains. “We wanted to create a distinct and elevated experience tailored specifically for them.”
She notes that current models available for purchase include the Lexus GX and the Lexus RX350.
For Atkins Kroll Saipan General Manager Tracy Guerrero, the facility feels like a “new home,” with its modern layout, upgraded equipment, and convenient location—elements the AK team is already embracing and adapting to seamlessly.
As the dealership continues to grow, Lexus will eventually have its own dedicated service lanes, separate from the Toyota facility, Guerrero adds. That will further enhance the luxury experience.
Guerrero confirms what many already feel in the CNMI’s private sector—that the economy, in dire straits, is a major factor in how quickly any business can expand on Saipan. Yet she remains optimistic about the long-term viability of Toyota and Lexus on island.
“What we know is what we’ve read in the newspapers, which is the CNMI is looking at revising their budget for 2025, given lower forecast for visitor arrivals,” Guerrero says. “In the immediate short term, I think it will be quite difficult for everybody, but we do think that will pass. It always does and we will see better times down the road.”
In discussing the expansion of Lexus’ services, “it really is going to depend on the economy and when we see economic growth. One of the very first indicators is car sales,” she says. “As disposable income increases, it’s often reflected in an uptick in new car purchases.”
Guerrero explains that Atkins Kroll Saipan operates as part of the Inchcape group of companies, a global organization listed in the London Stock Exchange. That association brings with it expectations of meeting revenue targets. Despite the pressure, she assures Marianas Variety that these goals are realistic and achievable.
“Revenue expectations are established well in advance,” she says. “While I can’t disclose specific figures, I will say the targets are carefully calibrated to reflect our market dynamics. They are not unattainable; rather, they are aspirational benchmarks designed to challenge us while remaining grounded in our historic performance and current market conditions.”
With the new facility and layout, Guerrero feels she has a better grasp of how to support the departments that keep the dealership serving the island.
“I really enjoy being in this space because it’s such a beautiful environment, and it gives me greater visibility into our operations,” she explains. “I have a better sense of what’s happening day to day. I make it a point to do my walkarounds a couple of times a day—I talk to people, greet the team, and walk through the service bays in the back”
She envisions the space as more than just a place for car sales. Guerrero shares that AK Saipan has already opened its doors to community partners, creating opportunities to share their new home with the community and strengthen local connections.
“We’re excited about hosting more events here in the future,” Guerrero said. “In December, the Saipan Chamber of Commerce held a business mixer right here in our showroom, and it was a great success. We also have a fantastic conference room that I’d love to make available to other organizations. If groups are interested in using our showroom for events—especially those with agendas that align with ours—we’d be happy to welcome them.”
For community members excited to see the new developments for themselves, AK Toyota is hosting a Show & Shine auto event on Saturday, Jan. 25, open to the public, which will feature food vendors, face painting, a modified car “flex off” and more.
