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Every Resort; Every Month Be ARDA Proud

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Every Resort; Every Month Be ARDA Proud Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | Feb 2018 | 1 Vol 31, No. 2 Feb 5, 2018 RESORT www.ResortTrades.com Every Resort; Every Month Be ARDA Proud Protect. Connect. Affect. Through rigorous Your involvement Together, we advocacy—and with in our community helps influence integrity your support—we us create a culture and growth—driving work to foster a fair of learning and promotes the success of and robust business valued relationships our industry. environment. making us stronger as a whole. Learn more at www.arda.org/membership. 2 | The Resort Professionals’ monthly News Journal since 1987 Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | Feb 2018 | 3 EXPERIENCE THE ELECTRIC MOWER ADVANTAGE! Low Noise No Gas, Oil or Fluids Powerful Turn-key housekeeping Clean, Zero Emissions for Vacation Resorts. Low Maintenance All Day Mowing On How Does Your Resort Benefit? One Charge! With a complete range of Housekeeping Services at your disposal, *Ask us about Federal Solar Tax Credits Sun Hospitality can customize every aspect of your needs. • Full Service Housekeeping • Inventory Control • Quality Assurance • Laundry Processing and Management • And much more! Check out www.sunhospitality.com to learn more about how we can help your resort achieve success. Quality. Hospitality. Accountability. That’s the name of our game. We’re not just cleaning rooms, we’re making dreams come true. Made in USA Manufacturing a full line of Electric, Commercial, Lithium Powered Mowers www.sunhospitality.com | 843-979-4786 www.meangreenmowers.com 513-738-4736 Clean Results Housekeeping Services at its Best. Ensure guest satisfaction with Jani-King’s complete, turn-key housekeeping solution. Or, if supplemental staffing is all you need to get through peak season, rely on Jani-King’s expertly trained and ready-to-go housekeeping personnel. Call Jani-King today to learn more about our cost-saving housekeeping program. Services include: • Room attendants • All housekeeping positions • Restaurant & kitchen cleaning • Overnight front and back of house cleaning 800.526.4546 (JANIKING) www.janiking.com * © 2017 HospitalityJani-King International, Inc. | CD0217-0013 Services 4 | The Resort Professionals’ monthly News Journal since 1987 Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | Feb 2018 | 5 Faces & Places Working on Your New Year’s Resolutions? Seapointe Re- In our January 2018 issue, Resort Trades asked sort. Both Brock several industry leaders to share their hopes, and Grand Pacific expectations, plans and resolutions for the coming Resorts were sent year. In general, we found there to be a spirit of sizeable, trophies optimism. Of course, timeshare professionals are as emblems of his optimistic by nature. But we found several com- achievement. Jeff ments that inspired us to take another look at our will be profiled in own plans for 2018. For example, Welk Resorts the March edition President and CEO Jon Fredricks mentioned his of Resort Trades. team had “hammered out seven key growth areas to focus on in the coming year.” Any company, He was selected Jeff Brock large or small, has a great deal to gain by having from a group of regularly scheduled brainstorming sessions. exceptional final- Other notables including Mark Waltrip, COO of ists who were Westgate Resorts; Lisa Siegert-Free, managing nominated for the director and GM of The Christie Lodge Owners CustomerCount Association Inc.; Randy Steinbeck, president, Customer Engage- staySky Vacation Clubs; Robert A. Spottswood, ment Professional Resort Trades president, Spottswood Companies Inc.; Dave specialty lender Colebrook Financial Company Pontius, COO, Bluegreen Vacations Corp. and Award. Close runners up were Alberto Berriel, Raintree Vacation Club — Club Regina, Puerto announced they recently provided additional Tom Lyons, president and CEO, Global Connec- funding for their long-time client, Vacation tions Inc. share their plans in the article, “Ringing Vallarta and Joanni Linton, Breckenridge Grand Vacations –Grand Lodge on Peak 7. Ownership Sales, Inc. (VOS), which performs in 2018.” Take a look at this article online at http:// management, sales, and marketing services for resorttrades.com/ringing-in-2018 in case you Vacation Internationale. Headquartered in Bel- missed this interesting piece. According to Robert Kobek RRP, president of Customer- levue, Washington, Vacation Internationale is the oldest points-based multi- Indeed, the January issue was packed with great Count, the nomination process site vacation club in North America. articles. Here are URLs to a few: included completing an online http://resorttrades.com/online-marketing-a-review nomination survey to compile “We’ve been doing business -- a discussion of online lead generation to pro- the nominee’s qualifications with Mike Vasey and Stu Allen mote rentals and sales Robert Kobek and qualities. “Our online for a dozen years,” says Cole- feedback system measures and reports cus- http://resorttrades.com/gary-a-terry-the-timeshare- brook Principal Bill Ryczek. tomer feedback through branded, customized industrys-original-uplifting-current -- Gary Terry, “They have a fairly complex online surveys, and this system can be utilized the founder of ARDA’s predecessor, the American business, and in the past we’ve in numerous ways–including an efficient method Bill Ryczek Land Development Association (ALDA) been able to help them out with in determining the winner for this award for its some fairly creative financing on their Mexican These articles and much more are available by second year.” visiting http://resorttrades.com/category/articles. projects,” says Ryczek. “I’ve worked with the Vacation Internationale organization since 1988, Also available online are digital editions of Resort Sharon Wilson, RRP, publisher and it’s the oldest and one of the best run clubs Trades from 2012 through November 2017 at of Resort Trades, said, “We are in the vacation ownership industry.” http://resorttrades.com/past-issues. (Because all proud to co-sponsor this im- our news is archived online, Resort Trades no portant recognition. Too often Vacation Ownership Sales Co-president Mike longer produces a separate online edition.) the people who deal with our Vasey says, “Since we began working with guests directly do not receive While you’re there, go to http://resorttrades.com/ Colebrook in 2005, they have proven them- the proper accolades they de- Sharon Wilson resortnation to make sure you are subscribed to selves to be loyal and supportive partners and serve. This award focuses on the Resort Trades Weekly eNewsletter. have been a big contributing factor to our eco- Resort Managers and Assistant Managers, as nomic sustainability and growth.” well as other hospitality professionals who work onsite and ensure that members, owners and Interval International, a prominent worldwide guests enjoy memorable and carefree vaca- provider of vacation services and an operating tions.” business of ILG (Nasdaq: ILG), launched an exciting hotel discount benefit specially tailored “Customer Engagement Professionals deserve CustomerCount™ and Resort Trades have for members through its relationship with Price- special recognition, as do the companies which announced the recipient of the 2017 Custom- line Partner Network (PPN). Exceptional deals promote this unique corporate culture aware- at properties around the globe are now being erCount Customer Engagement Professional ness. Both CustomerCount and our partner in (CEP) Resort Trades Award. The award, which offered as an enhancement to Interval’s mem- this endeavor, Resort Trades, are proud to have bership programs worldwide. Only available at recognizes outstanding leaders who exemplify Grand Pacific Resorts and Jeff Brock as our www.intervalworld.com, members receive dis- customer engagement within the resort/hospital- second annual honorees,” said Bob Kobek. counts of up to 60 percent. Upgraded members ity industry, was awarded to Jeff Brock, General Manager of Grand Pacific Resorts’ Carlsbad Timeshare development/vacation ownership Continued on page 18 4 | The Resort Professionals’ monthly News Journal since 1987 Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | Feb 2018 | 5 Effective Leadership for the Legacy Timeshare Industry by Kelley Ellert damage right away, but we needed to wait to hear specifically what insurance adjusters and engineers had to say. That doesn’t mean go quiet – tell people what you know – no more, no less. Trust is a combi- nation of transparency, integrity and fairness. Remember that and your communications will earn you trust as a leader. Understand Your Audience At the root of everything is people. When I say understand your audience that means to un- derstand them deeper than “resort employees” and “board members.” Inside each of those categories is people. Your group of employ- ees is made up of different personalities. Your board is a melting pot of different personalities. Develop communications and strategies to announced they recently provided additional address all the different personality types. funding for their long-time client, Vacation There’s a variety of personality books and Ownership Sales, Inc. (VOS), which performs tests out there from Meyers-Briggs to a new management, sales, and marketing services for one called the Four Tendencies and many Vacation Internationale. Headquartered in Bel- When I first arrived at Defender Resorts more leave a slew of issues that are harder to repair others, at the root of all these is the notion that levue, Washington, Vacation than six years ago I had done a lot of market- than to just avoid in the first place. every single person communicates uniquely. Internationale is the oldest ing for a lot of different types of companies, points-based multi-site vacation everything from consumer products such as So, obviously communication is important, but We have to understand how to communicate club in North America. Australian spray tans to healthcare apps and HOW do we communicate effectively in this with these different personalities to truly under- business-to-business services, but nothing has industry? stand our audience.
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