Rewarding Holidays with Wyndham

A G L OBA L P E R S P E C T I V E O N THE V A C A T I O N O W N E R S H I P I N D U S T R Y APRIL-JUNE 2016 Perspective TH E WORLD WE SHARE

Rewarding holidays

with Wyndham

Wyndham Sea Pearl Resort Phuket T H I S I S

SS 2016 PERSPECTIVE MAGAZINE ENGAGEMENT MEANS STAYING JOURNEY TO THE CENTER OF AWARD WINNERS ANNOUNCE RELEVANT OFF THE RESORT YOUR BRAND U

E This year’s awards Perspective Magazine What happens during the time an owner is on A lack of trust in commercial, social, cultural Award winners were recognized during the the property is important. What happens during and, of course, political messages is at an all-time GNEX Conference in New Orleans the rest of the year is where loyalty is earned. high. making it more difficult for brands to impress. San Francisco Westin St Francis, 30th January - 1st February 2017

T Celebrate our 7th conference with us at this fabulous H venue in the "City by the Bay”, San Francisco. E Expect more great speakers from the vacation ownership and the wider hospitality industry. Listen to thought provoking sessions and enjoy more networking and social events. Limited Early Bird Rate Tickets Available - Book Now!

For Sponsorship, Exhibiting and Speaker Opportunities visit gnexconference.com WELCOME

April-June 2016 Welcome...

Welcome to the April /June edition of Perspective Magazine.

This issue’s cover story looks at the world’s most generous hotel loyalty program which has teamed up with Wyndham Vacation Resorts Asia Pacific to give Club owners in the WorldMark South Pacific Club by 14 Wyndham access to more than 7,500 non-club properties worldwide. Perspective Magazine We celebrate the Perspective Magazine awards winners in this edition. The winners were announced officially at the GNEX Conference in New Orleans at a spectacular evening event Advertising Sales hosted by DAE, the world’s leading privately owned exchange company. Sharon Mattimoe Telephone: +1 407 730 3565 Roger Taylor from Access Development talks about customer engagement and how the basics (USA Office) are no longer enough. What happens during the few weeks an owner is on the property is Cell +1 321 948 1319 important. What happens during the rest of the year, however, is where loyalty is truly earned. Email: [email protected] James Kleutz from Brand Tango gives us a fascinating insight into brand building in Journey Contributors to the Center of Your Brand: A Tale of Customer Obsession. Discussing how a lack of trust in commercial, social, cultural and, of course, political messages is at an all-time high. Roger Taylor James Kluetz Jon Zwickel tells us how CRDA is evolving as Canada’s Consumer and Industry Advocacy Association and how it has grown to be the primary association for all forms of Vacation Published by Ownership in Canada. Perspective North America LLC, 4700 Millenia Blvd, Suit 370 AMDETUR announced its new Chairman of the Board during the 29th General Ordinary Orlando, FL 32839, USA. Meeting of the Mexican Tourist Resort Developers’ Association. Jorge Herrera Rivadeneyra was elected Chairman of the Board of Directors after meeting the Board Members that would Cover Design accompany him in his 2016-2017 terms. Brand Tango

RCI hosted the hugely successful Latin American Shared Ownership Summit (LASOS), at Printed and distributed from the United States the Hard Rock Hotel in Cancun, Mexico on October 21st and 22nd. The theme behind this covering the world. Also available online at http:// perspectivemagazine.com conference was centered on creativity and innovation. All material in this publication is wholly protected by The latest ATHOC update looks at how Ramada fuels Australian growth with the addition of copyright and all rights are reserved. This publication the newest Resort on Queensland’s Sunshine Coast as well as giving us a great insight into the may not be reproduced in whole or in part without the prior written permission of the publisher, local news in that region. Perspective North America LLC. Opinions expressed in this publication are not necessarily those of the Harry Taylor from TATOC talks about the annual conference and the achievements of editor or Perspective North America LLC and no responsibility is accepted for inaccuracies in editorial the association. or advertising content.

And finally Paul Gardner-Bougaard gives us an insight into why there will be no further A Proud Member Of: EU-wide legislation following the response of the EU Commission.

Enjoy!

Paul Mattimoe CEO Perspective Group CONTENTS

10 GLOBAL FEATURES 10 Wyndham launches into 2016 with a more 32 Engagement Means Staying Relevant Off rewarding ownership the Resort The world’s most generous hotel loyalty program Ask a lot of timeshare professionals about what has teamed up with Wyndham Vacation Resorts Asia earns owner loyalty, and you’ll hear how important Pacific to give Club owners in the WorldMark South a clean property at a great location is. They’re Pacific Club by Wyndham access to more than 7,500 not kidding, either. Those are serious aspects of a non-club properties worldwide. successful operation. Without the basics, owners will never stick around. 20 2016 Perspective Magazine Award Winners Announce 40 Journey to the Center of Your Brand, This year’s awards were announced during the GNEX A tale of customer obsession Conference in New Orleans at a spectacular evening Nearly every survey that measures brand event hosted by DAE, the world’s leading privately authenticity tells us that the public has grown weary owned exchange company. Located at the Grand Oaks of leadership across a wide swath of societal touch- Mansion inside Mardi Gras World, the awards venue points. A lack of trust in commercial, social, cultural was reminiscent of a beautiful Southern plantation and, of course, political messages is at an all-time home with extravagant gardens, water features, and high. This makes it more difficult for established pathways, where attendees enjoyed cocktails and brands to impress and even harder for those looking dinner along with the sweet sounds of live jazz music. to build their brand to succeed.

4 Perspective Magazine April-June 2016 60

48 51 58 NORTH AMERICA LATIN AMERICA 48 CRDA: Evolving as Canada’s Consumer and 58 AMDETUR Update Industry Advocacy Association New Chairman of the Board of AMDETUR More than a quarter century has passed since begins his term CRDA (Canadian Resort Development Association) During the 29th General Ordinary Meeting of the was founded as “The Resort Timesharing Council Mexican Tourist Resort Developers’ Association of Canada.” Over the years the organization has (AMDETUR), Jorge Herrera Rivadeneyra was elected grown to be the primary association for all forms of Chairman of the Board of Directors, after meeting Vacation Ownership in Canada. Members include the Board Members that would accompany him in Resort Development Companies, Homeowners his 2016-2017 term. Associations, Travel Clubs, Timeshare Companies, Fractional Real Estate Developers, Professional 60 RCI Celebrates The Success Of LASOS 2015 Organization and Vendors to the hospitality industry. RCI hosted the Latin American Shared Ownership Summit (LASOS), at the Hard Rock Hotel in Cancun, Mexico on October 21st and 22nd. The theme behind this conference was centered on creativity and innovation. With this concept in mind RCI did something that had never been done before, it combined two major events for the first time: the Leisure Real Estate University (LRE) and LASOS.

Perspective Magazine April-June 2016 5 CONTENTS

65 76

66 ASIA PACIFIC EUROPE, MIDDLE EAST & AFRICA 65 Ramada Fuels Australian Growth with 72 TATOC: A year of achievement Addition of Newest Resort on Queensland’s Every March the Timeshare Association, known by Sunshine Coast most as TATOC, hosts its annual conference and, Further building upon its presence in Australia, as I sit with my fellow delegates, I can’t help but Wyndham Hotel Group today announced the be immensely proud of our achievements. And the rebranding of the WorldMark Resort Golden Beach - reasons why are simple. Find out in the latest article one of Queensland’s most popular vacation ownership from TATOC. resorts - to the new Ramada® Resort Golden Beach. 76 RDO Update 66 ATHOC Foundation Supports Friends with Find out from Paul Gardner-Bougaard why there Dignity Back to School Drive will be no further EU wide legislation, following Friends With Dignity (‘FwD’) is a not for profit the response of the EU Commission to the Report National community based organisation that was prepared for that august body some two years ago, founded on 1 September 2015 by Manuela Whitford, on the effectiveness of the implementation of the former Founder/Director of successful charity Assist Second Directive. A Sista Australia.

6 Perspective Magazine April-June 2016 Vacation Ownership Financing

VACATIONS ARE SERIOUS BUSINESS AT CAPITAL ONE® You can feel confi dent investing in vacation ownership developments with Capital One® Commercial Banking. We offer the balance sheet capacity of a top 10 U.S. bank with a team of seasoned professionals who understand the complexities of fi nancing timeshare and vacation ownership developments. Contact us to see how we can combine your vision with our commitment, insights, and fi nancing.

James Casey Tom Meyerer [email protected] [email protected] (860) 348-8861 (646) 836-5038

Source: SNL Financial 4/30/2015. Subject to credit approval. Additional terms and conditions apply. Products and services are offered by Capital One, N.A., Member FDIC. © 2015 Capital One. Capital One is a federally registered service mark. All rights reserved. capitalone.com/commercialPerspective Magazine April-June 2016 7

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VACATION OWNERSHIP AD PERSPECTIVE NORTH AMERICA

CLIENT Capital One ( NY ) APPROBATION CCB151035NY_1_Vacation_PerspectiveNA_Umbrellas CREATED August 18, 2015 1 MAC PRODUCER ACCOUNT CREATIVE Virginia Kornfeld (NY) Amelia MacGregor ARTIST Hilary Guilliams ( NY ) Reid Miller ( NY )

TAXI NY INSERTION MAGAZINE Perspective North America November/December 2015 230 Park Ave South, DATE(S) 12th Floor, New York, NY DPS TRIM 8.5” x 10.875 LIVE 7.875” x 10.125” BLEED 8.75” x 11.125” SPS USA 10003 / SPS T: 212.414.8294 COLOURS CYAN MAGENTA YELLOW BLACK F: 212.414.8444 I I I I MAGAZINE INFO Job Numbers: CCB151035NY_1_Vacation_PerspectiveNA XXXX All colours are printed as process match unless indicated otherwise. Please check before use. In spite of our careful checking, errors infrequently occur and we request that you check this proof for accuracy. TAXI’s liability is limited to replacing or correcting the disc from which this proof was generated. We cannot be responsible for your time, film, proofs, stock, or printing loss due to error. EXPLORE THE DAE UNIVERSE

Looking for a stellar exchange partner to rocket you Let’s launch a customized exchange platform to success? DAE was formed to boldly go where no that’s out of this world. Make ﬁrst contact exchange company has gone before. with DAE Business Solutions today. 800.468.1799 / daelive.com

DAE Business Solutions is your With DAE Free Membership Mission Critical B2B Support the Whole Planet Gets

• White Label / Private Label • No Annual Membership Fee • Owner / Member Servicing • Have a Week, Get a Week • Revenue Sharing Opportunities • Live Custom Request Searches • Keep Existing Exchange Afﬁliation • Legendary Customer Service • Inventory Leasing • Bonus & Rental Weeks • Customizable Exchange Platform • Travel Discounts & Rewards

LET’S EX DAE Business Solutions CHANGE CHANGE EXPLORE THE DAE UNIVERSE

DAE Business Solutions is your With DAE Free Membership Mission Critical B2B Support the Whole Planet Gets

LET’S EX DAE Business Solutions CHANGE CHANGE COVER STORY

Wyndham launches into 2016 with a more rewarding ownership By Stacey Grims

The world’s most generous hotel loyalty program has teamed up with Wyndham Vacation Resorts Asia Pacific to give Club owners in the WorldMark South Pacific Club by Wyndham access to more than 7,500 non-club properties worldwide.

In 2015, Wyndham Vacation Resorts Asia Pacific celebrated significant achievements in the South East Asia and Pacific Rim region. The introduction of Wyndham Rewards® as a benefit of the Privileges by Wyndham program was undoubtedly the stand-out initiative of the year.

10 Perspective Magazine April-June 2016 Wyndham Rewards®, the simple-to- By the end of December 2015, owners use, revolutionary loyalty program had made 157 reservations through the from Wyndham Hotel Group offers hotel group in 62 different locations, members a generous points earning which is a total of 602 room nights since structure along with a flat, free-night the initiative launched. redemption rate. WorldMark South Pacific Club owners who are part of But the benefits are far greater than this, the Privileges by Wyndham program with owners also able to earn points by can now access the more than 7,500 referring friends and family to the clubs non-club properties in the Wyndham and attending owner update sessions, to Hotel Group network by exchanging name a few. Being able to exchange vacation ownership credits for Wyndham Rewards® points is a significant benefit for our Privileges by Wyndham members. their vacation ownership credits for “Being able to exchange vacation Wyndham Rewards points through the ownership credits for Wyndham award-winning loyalty program. Rewards® points is a significant benefit for our Privileges by Wyndham The benefit is also available to members members, which make up approximately in CLUB WYNDHAM ASIA®, Wyndham’s 68 per cent of our WorldMark South first vacation club in Asia, which was Pacific Club,” said Barry Robinson, launched last year. President and Managing Director of Wyndham Vacation Resorts Asia Pacific In the WorldMark South Pacific Club, 285 and Wyndham Hotel Group South East transactions have taken place equating to Asia and Pacific Rim. 22,156,518 Wyndham Rewards® points being issued since the initiative began “This collaboration between Wyndham in September 2015. This has created the Hotel Group and Wyndham Vacation opportunity for Privileges by Wyndham Resorts Asia Pacific will result in increased members to stay in some of Wyndham occupancy for many of our properties Hotel Group’s most prestigious hotels worldwide and will create a more across the globe for the first time ever by rewarding and varied holiday experience using their vacation ownership. for our members,” Mr Robinson added.

Perspective Magazine April-June 2016 11 COVER STORY

The program also earned Platinum Awards for Best Brand Messaging and Communication in Customer Experience and Best Employee Engagement at the 2015 Loyalty360 CX Awards in the US.

The award-winning Wyndham Rewards® is the world’s largest rewards program based on number of participating hotels and was successfully relaunched in late 2015. It is the world’s most generous and easy to use loyalty program and dollar for dollar lets more members earn more and redeem faster than any other program in the industry.

It recently placed number one in a comparison of programs offered by 12 leading hotel chains. CardHub. com compared the rewards programs using 21 key metrics, including point expiration policies, the presence of blackout dates, brand exclusions, rewards value and more.

12 Perspective Magazine April-June 2016 The program also earned Platinum in a collaboration between CLUB Awards for Best Brand Messaging WYNDHAM ASIA® and Wyndham and Communication in Customer Hotel Group Experience and Best Employee • Privileges by Wyndham was Engagement at the 2015 Loyalty360 CX relaunched and now includes the Awards in the US. benefit of earning and redeeming Wyndham Rewards points Wyndham Vacation Resorts Asia Pacific’s • A devoted Customer Experience team 2015 Highlights was created to enhance and streamline • WorldMark South Pacific Club service delivery standards across all reached 50,000 owners in its 15th resorts and sales sites year of operation • Wyndham opened a corporate office • CLUB WYNDHAM ASIA® was launched in Singapore – Wyndham’s first vacation ownership • Wyndham Vacation Resorts Asia club in Asia Pacific raised $66,034 towards • Wyndham Sea Pearl Resort Phuket Australian children’s charities in Thailand was the first mixed- through its philanthropic program, use property to be opened in Asia Wishes by Wyndham

Introducing Wyndham Sea The resort features a variety of room Pearl Resort Phuket types from deluxe one-bedroom Located hilltop, overlooking Patong suites with a spacious living area Beach and the Andaman Sea, and a Jacuzzi, to luxurious pool villas Wyndham Sea Pearl Resort Phuket is complete with a private pool, spacious well positioned to explore everything terrace and outdoor shower. the vibrant island has to offer. An impressive selection of onsite The five-star resort is Wyndham’s first facilities and activities create the mixed-use property in Asia, available ideal resort-style holiday experience for CLUB WYNDHAM ASIA® members with eight swimming pools, as well as hotel guests. The opening restaurants and bars, a fitness centre of the resort in April 2015 coincided and 24-hour reception. with the launch of Asia’s first vacation ownership club and is also available For more information about Wyndham as an Associate Resort for WorldMark Sea Pearl Resort Phuket visit South Pacific Club owners. www.wyndhamseapearlphuket.com

Perspective Magazine April-June 2016 13 FEATURED NEWS

Perspective News

FEATURED INDUSTRY HEADLINES Sunscape® Puerto Plata Dominican Republic Opens its Doors Unlimited Vacation Club members now have access to an additional Unlimited-Fun® property.

On February 15th, AMResorts® opened Sunscape® Puerto Plata Dominican Republic, providing an exciting new resort and destination for Unlimited Vacation Club (UVC) members to travel to.

Ideally situated on the northern coastline with beachfront access and picturesque views of the nearby tropical jungle, Sunscape Puerto Plata is a 585-room, family-friendly resort that treats UVC members to the brand’s signature Unlimited-Fun® vacation concept, where everything is included. The property features nine dining options to choose from, seven bars and lounges, a fully equipped spa and fitness center, and so much more.

Sunscape Puerto Plata offers their signature Explorer’s Club for Kids (ages 3-12) and Core Zone Teens Club (ages 13-17), which both have fun There is an array of great water sports 45 minutes from La Romana. With programming and dedicated facilities including wind surfing, kayaking these new resorts, there will be 3 when the adults want to have their and snorkeling. If members want to great Sunscape Resorts & Spas in the alone time. Additionally, with the explore the local destination they can Dominican Republic. Unlimited–Fun® vacation experience, enjoy hiking and cycling trails, cultural members with children can enjoy a experiences and site seeing tours in By the end of this year, there will be a special check-in with red carpet stairs, one of the most popular tourist areas total of 9 beachfront properties in this welcome treats and resort passports. on the island. resort brand for UVC members to enjoy Members can still luxuriate with their in the exciting destinations above, benefits including preferred status The Unlimited-Fun® doesn’t stop there. as well as Cozumel, Curaçao, Ixtapa, and amenities, as well as discounts on This December, Sunscape Bávaro Montego Bay and Puerto Vallarta. select spa treatments, romantic dining, Beach Punta Cana and Sunscape services with Amstar, etc. Dominican Beach Punta Cana will For more information about open. Perfectly situated in the eastern Sunscape Resorts & Spas, visit www. This family-friendly resort is located region of the Dominican Republic on unlimitedvacationclub.com/ourresorts. only 20 minutes from Puerto Plata El Cortecito beach, Sunscape Bávaro International Airport and surrounded Beach and Sunscape Dominican For information about Unlimited by a signature 18-hole golf course Beach are 30 minutes from Punta Vacation Club, visit designed by Robert Trent Jones. Cana International Airport and only www.unlimitedvacationclub.com.

14 Perspective Magazine April-June 2016 Increase Reviews Increase Visibility Increase Bookings Increase Revenue

For more information visit www.intuitionbrandmarketing.com/hotels or to arrange a demo contact Sharon Mattimoe at [email protected] INTUITION FEATURED NEWS

Keeping you up-to-date with latest industry news Visit www.perspectivemagazine.com

FEATURED INDUSTRY HEADLINES Resort Travel & Xchange Looks Back On A Milestone Year With Exciting Initiatives For 2016 Resort Travel & Xchange (RTX), members saved an average of $130 per representatives taking calls. Members witnessed record growth in 2015, booking. Hotel bookings accounted for are experiencing prompt service and call finishing the year with timeshare 2,430 of the transactions made followed times have decreased to roughly two exchanges up nearly 14 percent over by car rentals with 309 bookings. minutes on average. As a result RTX has exchanges booked in 2014. The global been able to answer nearly 800 more calls exchange provider also saw a 17.5 From a customer service standpoint, RTX was than the year before while reducing total percent increase in active members to able to handle over 12,000 more calls in 2015 talk times by 150 hours for the year. last year. Now approximately 80,000 than in 2014 with similar staffing. In addition, members strong, RTX is striving to the average wait time to reach a travel Reflecting on the successes of 2015, the achieve another record breaking year consultant was cut by 20 seconds in 2015 and exchange provider plans to continue the with exciting initiatives planned for 2016. there were several months with average hold momentum by expanding its offerings times of less than 20 seconds total. through new strategic partnerships. The number of members taking In doing so RTX will be attending and advantage of discounted travel offerings Many factors contributed to these sponsoring a number of industry related on the RTX website has also increased, accomplishments including: improvements events and conferences in 2016. with more than three times the number to existing internal systems and the RTX of offerings booked in 2015 than in 2014. website, the centralization of work tools “We have started off strong in 2016 Additionally members acknowledged and account access within Salesforce, and we are excited for the rest of the receiving considerably more savings on improved customer service solutions and year. As our presence in the industry these transactions than the previous year. escalation procedures, and improved grows among our peers, we hear more contact between phone representatives and more positive feedback from our As a whole, RTX and RTX Voyages and RTX back-office administrators. members and clients,” said Justin Hunter, members made 3,640 transactions vice president of operations for RTX. through RTX’s discounted travel website With these implementations, in 2015 resulting in nearly $1.2 million customer service satisfaction levels For more information about RTX, visit spent. Through the discounted travel site have sky rocketed to 93% with fewer www.rtx.travel.

RTX Confirmed As Sponsor For Awards Ceremony At C.A.R.E. 2016 Spring Conference Resort Travel & Xchange (RTX), Asheville to recognize and reward RTX has gained recognition among teamed up with CondoWarehouse to C.A.R.E. members for their sponsorship, travelers and industry executives for its sponsor C.A.R.E.’s Sponsorship Awards participation and professionalism. ethical practices, philanthropic initiatives, Ceremony at the 62nd semi-annual and exceptional services. It offers a C.A.R.E. conference May 21-24, 2016 “After sponsoring events at several risk-free exchange program that allows at the Crowne Plaza Tennis & Golf previous C.A.R.E. conferences, we are members to confirm a suitable exchange Resort in Asheville, NC. This will be thrilled that the conference is being held before giving up access to their own the international timeshare exchange in our hometown so that attendees can allocated accommodation. In addition, company’s fifth time in a row sponsoring enjoy all that Asheville has to offer while RTX members enjoy low exchange fees, the conference. networking with industry peers. We look a long deposit life, and special rates on forward to hosting the awards ceremony cruise exchanges. The C.A.R.E. Sponsorship Awards which is sure to be fun and entertaining Ceremony will be held on Sunday May for everyone,” said Corina Violette, For more information about RTX visit 22nd at a premier event venue in downtown director of resort partnerships.” www.rtx.travel.

16 Perspective Magazine April-June 2016 More than an exchange company, RTX can help you with...

Delinquent Inventory Owner Retention Expanded Exchange Your Bottom Line

Solutions you can count on. Results you can believe in.

Come visit us at ARDA World 2016 in booth #901!

For information on better options for developers, HOAs and owners visit www.RTX.travel/PartnerSolutions or call (855) 217-0789 Perspective Magazine April-June 2016 17 FEATURED NEWS

Keeping you up-to-date with latest industry news Visit www.perspectivemagazine.com

FEATURED INDUSTRY HEADLINES staySky® Vacation Clubs Recognized Among the Top 100 Companies For Working Families In Central Florida staySky® Vacation of paid vacation to spend Clubs was honored by with family and loved ones. the Orlando Sentinel as Additionally, employees one of 2015’s Top 100 receive special perks such as: Companies for Working lower rates on entertainment Families in Central (movies, theme parks, etc.), Florida—a prestigious retail discounts, travel- award recognizing related discounts and other family-friendly employers fringe benefits. The company that demonstrate a culture plays a huge role in focused commitment the vacation club’s healthy to promoting a healthy work/life balance initiatives. work/life balance. A panel Employees celebrate the of judges composed holidays together as a of industry leaders has team and participate in reviewed all candidate fun contests such as ‘Best companies’ core benefits, Department Decorations’ family-related benefits, for the company Christmas work environment, and Tree and the coveted ‘Best training provided by these Decorated Desk’. companies to determine the award recipients. “There is a symbiotic relationship between the staySky® Vacation wellbeing of employees Clubs considers its team and the success of a members to be the company—and we aim to key component to the bring them into alignment organization’s success, company contribution while providing hands- with benefits that bring and as a competitive made towards the base- on training and valuable added value to their employer it is committed level plan. feedback. Facilitating employment,” stated Jack to continually enhancing its even greater personal and Chevrier, President of professional environment Since opening in 2014, professional development, staySky® Vacation Clubs. to support and promote a several programs have tuition reimbursement is healthy work/life balance. In been implemented to assist offered as an incentive for staySky® takes great pride doing so, the vacation club team members in cost- employees who are looking in the practices undertaken offers an extensive benefits effectively meeting their to further their education. to enrich the quality of work package which includes a personal and professional life for team members while comprehensive medical goals. The organization Always caring for the improving its business care plan for management- highly encourages job wellbeing of its staff, and the excellent vacation level employees and growth and development staySky® Vacation Clubs experiences delivered to its their families, with a 50% within the company offers up to three weeks valued customers.

18 Perspective Magazine April-June 2016 Faster than a speeding locomotive

Howard C. Nusbaum, RRP President & CEO of ARDA, American Resort Development Assoc.

No question that, as fast as a locomotive might steam down a track, Howard Nusbaum has steered ARDA to become the top- notch trade association that it is today. He looms larger than life as a true resort industry “Super Hero.” And, with nearly X-ray-like vision, Howard has developed a mutually beneﬁcial partnership with Concord and hundreds of other companies in the industry, relying on them for the kind of ongoing volunteer and ﬁnancial support that make this business a truly super one.

Perspective Magazine April-June 2016 19 Want to unleash your inner Super Hero? Contact our Business Development Team today at (480) 214-6116. PowerOfConcord.com PERSPECTIVE MAGAZINE AWARDS

2016 Perspective Magazine Award Winners Announced 2016

This year’s awards were announced during the GNEX Conference in New Orleans at a spectacular evening event hosted by DAE, the world’s leading privately owned exchange company. Located at the Grand Oaks Mansion inside Mardi Gras World, the awards venue was reminiscent of a beautiful Southern plantation home with extravagant gardens, water features, and pathways, where attendees enjoyed cocktails and dinner along with the sweet sounds of live jazz music. The party culminated with the announcement of winners before senior-level industry peers from more than 125 companies around the world.

Every year on the final evening of GNEX, the Perspective Magazine Award winners are announced, and they receive their awards in front of an audience of industry peers who are attending the GNEX Conference. for the coveted awards and the global Media, and Best Overall Company visibility they provide. Under 250 Employees. Holiday The 2016 Perspective Magazine Systems International (HSI), the Awards program boasted In addition to the fame and popular award-winning hotel 28 categories across various recognition that comes along with vendor, won Best Business Product, segments of the vacation ownership winning a Perspective Magazine Best Membership Program, Best industry. Winners were decided by Award, winners also receive a Product Development, and Best a format unique to the Perspective customized Perspective Magazine Technology. Also winning an award Magazine Awards – four industry Awards logo for use in their marketing was Karma Royal Group, a global veteran judges, who do not know collateral, website, and brochures. travel and lifestyle brand, which each other until after the voting won Entrepreneur of the Year and closes, and an online voting system Of the winners, Wyndham Vacation Best Exterior Design for its stunning where industry professionals have Resorts Asia Pacific was named luxury villas, The Final Release in their opportunity to influence the Best Industry Leader. The timeshare Karma Kandara, Bali. outcome. Each judge accounts for 20 developer also took home four percent of the nominee’s final score, other coveted accolades: Best For those who didn’t enter the 2016 with online voting accounting for the Financial Services, Best Best Perspective Magazine Awards, remaining 20 percent of the score. Interior Design, Best Print Media, nomination information on the Online voting for the awards took and Best Sales Professional. DAE 2017 Perspective Magazine Awards place during January, with votes cast took home four awards, winning and GNEX 2016 Conference will be from industry professionals around Best Customer Service, Best available on the website, at the world, while nominees competed Marketing Campaign, Best Online http://gnexconference.com/

20 Perspective Magazine April-June 2016 WINNERS

Business Product Best Custom Solutions – Holiday Systems International (HSI)

HSI Custom Solutions is the definition of a best business product. Custom Solutions solve problems, enhance performance and impact our partner’s bottom line, with customizations that enable seamless integration. This includes member benefits, sales tools, sampler programs, premiums, lead generation, occupancy solutions, admin systems, maintenance fee performance, technology Best Customer Service Exterior Design DAE Best Kandara, The Final Release – and more. Karma Royal Group With an increasing number of Consumer Product members and B2B clients worldwide, Designed to be completely Best VacayStay Connect DAE has continued to provide the harmonious with the naturally rugged simplest exchange product – resulting hillside, the boutique villa resort Until now, vacation rentals could not in extremely high satisfaction rates features vast villas hidden among participate in membership redemption and very few complaints across the tropical gardens, a cliff-hanging Karma programs. We can now do what entire business. It’s exchange, made Spa, a tree-house gym overlooking travel membership clubs would do easy. Free and simple membership, a rainforest and award- winning when travelers pre-purchased their no-obligation approach to exchange gourmet restaurants. Our resort is ever vacations and redeemed them for and personalized service are what evolving to meet the leading edge of transportation and accommodations. make DAE stand out from the crowd. design whilst maintaining the calming VacayStay Connect allows these pre- and cultural aspects of Bali. purchased vacations to be redeemed at participating vacation rentals. Entrepreneur of the Year Best John Spence – Karma Royal Group

A PREVIOUS TWO TIME WINNER OF THIS AWARD – John Spence continues to set new entrepreneurial standards across the shared ownership industry. A serial innovator, John surprises and inspires us more and more with each passing year. This year, John launched a new ‘Retreat’ category for members. An example is Karma Mayur, situated in the central hills of the spiritual Ubud.

Perspective Magazine April-June 2016 21 PERSPECTIVE MAGAZINE AWARDS

Financial Services Interior Design Membership Program Best Consumer Finance Team – Best Wyndham Hotel Melbourne Advantage Program® – Wyndham Vacation Resorts Presidential Suites – Wyndham Best Holiday Systems International Asia Pacific Vacation Resorts Asia Pacific (HSI) -Vendor

Wyndham Vacation Resorts Asia Pacific The striking interior of the luxurious The Advantage Program is a is a very dynamic and ever-changing four-and-a-half star Wyndham membership program that provides business that maintains a high standard Vacation Resorts Asia Pacific unrivaled flexibility, measurable value, of financial integrity. The Consumer Melbourne is a blend of sophisticated and generosity; a comprehensive Finance team is required to be the ‘eyes hotel style living fused with the selection of white-labeled travel and ears’ of the business, overseeing eclectic spirit of Melbourne’s laneway benefits and specialized Vacation day-to-day operations, and actively culture. The stylish and spacious Ownership benefits that have a partner with the business on whatever Presidential Suites, that measure profound positive impact on sales, initiatives are being proposed. 137 square metres are a luxurious sales efficiency, sales rescission, escape in the heart of Melbourne’s customer satisfaction, customer bustling CBD, comfortably sleeping retention, and our partner’s bottom line. six people.

Marketing Campaign Best DAE – ‘Let’s Change Exchange’ Industry Leader Marketing Campaign Best Kieran McKenna – Wyndham Vacation Resorts Asia Pacific Assisted by Brand Tango, a South Kieran McKenna began his role Florida-based marketing, technology as the Vice President of Sales for and design firm known for its Wyndham Vacation Resorts Asia groundbreaking creativity, DAE Pacific in 2013. In this role, Kieran unveiled a revolutionary new brand leads a team of more than 530 sales identity campaign. The unifying theme, employees located at Wyndham Let’s Change ExCHANGE emphasizes Corporate Centre on the Gold Coast, DAE’s unique position as a consumer Marketing Professional Best James Kluetz – Brand Tango and 18 sales sites across Australia, advocate, one that brandishes a New Zealand and Fiji. simplified, accessible approach to vacation ownership. James Kluetz, President and Chief Creative Officer of Brand Tango, Best Management Company Membership Program a South Florida agency that Classic Holidays Best staySky Vacation Clubs - specializes in brand design for digital, Developer environmental and print, is well known Classic Holidays manages 32 resorts for award-winning work. What’s less and clubs within Australia and New Challenging existing perceptions well known is the level of engagement Zealand, employing almost 1,000 staff about a business can carve a path to he brings to each project. This has to service its active membership base opportunity and the enhancement of been true throughout his entire career. of more than 65,000 member families. customers’ experiences. For over a The management company has been decade the staySky® brand has been operating in Australia for over 35 an active participant of the hospitality years, and is now the largest Resort industry in Orlando, building a and Club Management company following based on value and quality in Australasia, expanding to New for families seeking to experience our Zealand in 2014. theme park wonderland. Congratulations to all the 2016 Perspective Magazine Award Winners

22 Perspective Magazine April-June 2016 Newcomer Overall Company (over 250 Philanthropist Of The Year Best Resort Management Services Best employees) Best David Siegel – Westgate Grand Pacific Resorts Resorts

Resort Management Services Grand Pacific Resorts is “Enriching David is widely regarded as the customizes sales programs designed Lives by Creating Experiences Worth “King of Timeshare” because of to reinvigorate membership usage, Sharing” for more than 70,000 owner his immense contributions to the reduce delinquencies and increase families and associates. Based in timeshare and hospitality industry. maintenance fees for resort developers Southern California, the company has His business, now in its 44th year, and HOAs. Our company specializes established itself as “The Best in the is growing at a record pace and in meeting with owners and members West” with its BE EPIC Values and supports over 10,000 dedicated team in their communities. While targeting commitment to vacation ownership. members and their families. And while users and non-users, RMS develops Grand Pacific Resorts continues to meaningful and deeply important innovative new benefits tailored to grow as associations look for a long- to many lives, all of this pales in enhance specific member benefits. term strategic plan. comparison to his latest goal.

Print Media - President’s Club Best Online Media Best Place to Work Best 2015 Booklet – Wyndham DAE All-Inclusive Campaign Hilton Grand Vacations Vacation Resorts Asia Pacific

In 2015, DAE worked with There’s something truly unique about Wyndham Vacation Resorts Asia Brand Tango, a South Florida- Hilton Grand Vacations (HGV). For Pacific develops, markets and sells based marketing, technology more than 20 years, Conrad Hilton’s vacation ownership interests in a and design firm known for its timeless vision to fill the earth with network of 26 vacation ownership ground-breaking creative, to the light and warmth of hospitality resorts in the Asia Pacific region and create a branded digital campaign has been the foundation of our serves more than 50,000 vacation which would a) explain the value culture. HGV serves guests on a owners throughout Australia, New and benefits of all- inclusive global scale, with varied backgrounds Zealand and Fiji in its WorldMark vacationing to Members and b) and lifestyles, and has developed South Pacific Club by Wyndham. position access to all-inclusive strategies that cultivate an inclusive President’s Club is the company’s vacations as a DAE benefit. work environment. highest accolade.

Enter The 2017 Perspective Magazine Awards at perspectiveawards.com

Perspective Magazine April-June 2016 23 PERSPECTIVE MAGAZINE AWARDS

Overall Company (under 250 Technology Ambassador of the Year Best employees) LMS (Lodging Management Best Greg Crist, NTOA DAE Best System) – Holiday Systems International (HSI)

Every customer, every day, at every This award was given to Gregory Crist, DAE of office around the globe Not all resort capabilities are the CEO, National Timeshare Owners is treated to the same level of same, that’s why the LMS offers Association for working tirelessly to customer care DAE has been known services ranging from extranet loading promote the GNEX Conferences. He for since the day they opened their systems, to the most sophisticated API encouraged a number of people to doors. No matter the request, DAE data services, and full service support. attend GNEX 2016, more than any will do everything in their power to The LMS provides an impressive array other Ambassador. For nearly 20 make it happen. As they say – less of room occupancy management tools years, National Timeshare Owners no, more go. and new, and exclusive, distribution Association has worked to foster a options, both of which are vital to better understanding of the benefits, room and revenue management. value and usage of timeshare Product Development ownership through information and Best Hotel Super Search™ – Holiday educational programs. They are Systems International (HSI) Resort Development Best Westgate Park City Resort & dedicated to working with consumers Spa – Westgate Resorts and the timeshare community to The Hotel Super SearchTM is an educate the public on the benefits exciting enhancement to online and responsibilities of timeshare For those who enjoy the majesty of booking technology adding new types ownership, beautiful snow-capped mountains of accommodations, new search advocate on and the exhilaration of hitting the ski options and new search result filters. behalf of the slopes, Westgate Park City Resort Now, in addition to searching and timeshare & Spa is the ultimate destination. booking hotels online, customers owner and Conveniently located at the base can search & book castles, bed & insure a better of the nation’s largest ski resort, breakfasts, apartments, vacation timeshare Westgate Park City is the perfect homes, and more, within the same experience for holiday getaway for families looking system. everyone. to experience the thrill of this winter wonderland. Best Strategic Partnership TrackResults Team Sales Professional Best Vacation Services Team – Best Tullika Deswal – Wyndham Grand Pacific Resorts Given the firm trust to provide Vacation Resorts Asia Pacific workable prototypes and solutions In 2015, the team built upon its to business intelligence problems, Tullika has been with Wyndham previous success by enhancing service TrackResults and Vida Vacations Vacation Resorts Asia Pacific for 14 levels and nurturing an engaged strengthened their partnership. With years, working in various phone- corporate culture. Grand Pacific the financial and creative resources based sales roles before transferring Vacation Services is the owner services of these two companies, TrackResults to a face-to-face position in Corporate team for Grand Pacific Resorts. developed at least Upgrades in 2014. Tullika has remained Previously, Grand Pacific Resorts had four new software one of the company’s top earners, with three siloed customer service teams— modules that have a current Average per Guest (APG) of one for owner use weeks, one for allowed Vida to $13,000 from 470 tours and 137 deals. rentals, and one for exchanges. reorganize and revamp their sales and marketing efforts, furthering the growth of both Congratulations to all the 2016 companies. Perspective Magazine Award Winners

24 Perspective Magazine April-June 2016 Perspective Magazine April-June 2016 25 FEATURED NEWS

Keeping you up-to-date with latest industry news Visit www.perspectivemagazine.com

FEATURED INDUSTRY HEADLINES National Timeshare Owners Association Adds Angela Ward to Advisory Board Largest Timeshare Owners Association Adds Attorney with Developer Experience

The National Timeshare Owners Association (NTOA), North America’s premier association dedicated to educating and preserving the rights of timeshare owners, today announced the appointment of Angela Ward to their Advisory Board.

Ward, an independent attorney and business owner serving the timeshare industry with focus on the secondary market, resales and operations, has been in the timeshare industry since 1999.

“I am delighted to join the NTOA’s Advisory Board as together we look forward to tackling serious issues in the coming year”, said Angela. “The Executive Team and the other Advisory Board members represent all that is good about timesharing and I’m confident in our combined ability to do the most good for both the timeshare owner and the larger timeshare community.”

Prior to opening her firm, Ward worked with Hilton Grand Vacations as well as Bluegreen.

“We are very pleased to have Angela joining our team. Her experience and knowledge of the timeshare industry as well as the secondary market will help us better identify and address some of the opportunities and challenges related to vacation ownership. We welcome her leadership and support of owner education, advocacy and promotion of our organization”, said Gregory Crist, CEO of NTOA

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FEATURED INDUSTRY HEADLINES Advance Sports Technology to Launch ‘Mental Edge Training’, AST Academy at Next Level Sports Complex in Garden Grove, California

Advance Sports Technology of assisting individuals, (AST) announced that it will corporate organizations, be opening the AST Academy and sports organizations inside the Next Level Sports to achieve higher levels Complex in Garden Grove, of success. Companies as California. “It has been a goal diverse as Nordstrom, Lexus, of mine to find the right venue Paramount Studios, Caterpillar to open our AST Academy, and and Oakley, as well as sports the Next Level Sports Complex organizations such as the was perfect for our Mental Edge Seattle Sounders FC, Cal training center,” Madrid said. State University – Fullerton, University of Cal – Irvine, AST will open for training UCLA, Seattle U., and Georgia sessions some time in Tech have all benefited from May 2016. The Academy is AST’s expertise. From the specifically tailored to athletes boardroom to the sports age 13-18, in addition to courts, Jim Madrid and AST coaches, parents, and officials. have developed a process that Classes are currently being transforms teams to achieve scheduled and dates will be unprecedented, record- released in just two weeks. breaking results.

“We are very excited to bring Next Level Sport Complex is Madrid’s AST program to our located in Garden Grove, CA. complex and to be a part of Next Level offers the premier AST’s vision to impact the multi-sport experience in an culture of youth sports,” said innovative, championship- Jason Brennan, CEO of Next level sports complex. We offer Level. “I have not only been a broad range of programs a fan, but a student of AST’s Sounders’ FC professional Advance Sports Technology, for athletes, coaches, and program for over 15 years. and academy soccer teams, Inc. is a global management families committed to next The quality of AST’s programs Cal State University Fullerton, development firm with mental level performance. We’re will bring an added value to Seattle University, Long Beach edge training solutions dedicated to creating a positive our customers, the student State University soccer teams, for athletic and corporate team environment for our athletes,” Brennan went on and many youth soccer and teams. AST programs are business, athletes, coaches, to say. volleyball clubs. based on current research and community. in the field of cognitive and AST’s Mental Edge programs For more information neuroscience of performance For more information: have increased individual about classes and dates, be and positive psychology: Advance Sports and team performances for sure to check out the Next the study of how our brain Technology, Inc.: more than three years, with Level and Advance Sports controls performance. AST [email protected] teams that include the Seattle Technology websites. has been in the business advancesportstechnology.com

28 Perspective Magazine April-June 2016 WE’RE HERE FOR TIMESHARE OWNERS Educating, Advocating, and Helping Timeshare Owners Find Resolutions to Ownership Issues for Nearly 20 Years.

EDUCATE ADVOCATE ENCOURAGE To learn how to best utilize To preserve timeshare To increase usage and your timeshare and ﬁnd owner rights and ownership to maximize new services consumer protections your vacation experience

By joining the NTOA, you become part of a community dedicated to supporting timeshare owners. As the premier organization giving a united voice to the nearly 8 million timeshare owners in the United States and Canada, the NTOA proactively seeks opportunities to promote the timeshare industry’s continued growth and positive public image. Members gain access to some of the most powerful information and educational tools available to timeshare owners today. The members-only area of our website offers travel-related discounts, special rate VO ﬁnancing/reﬁnancing, an online education center, an one-stop news source, and so much more!

Join today and discover how membership can help you ‘enjoy the adventure’! For more information on becoming a member, visit www.ntoassoc.com; email us at [email protected]; or call us at 844 ASK-NTOA. Perspective Magazine April-June 2016 29 FEATURED NEWS

Keeping you up-to-date with latest industry news Visit www.perspectivemagazine.com

FEATURED INDUSTRY HEADLINES

Karma Royal Group Announces Acquisition Of Twickenham-Based Rugby Pub And Club, Stokes And Moncrieff

In a recent letter to members, staff Our intention is to retain its current and friends, John Spence, chairman of popularity and invest heavily in the Karma Royal Group, announced their property by developing a members’ latest acquisition: floor and private bedrooms upstairs, as well as further “I am delighted to announce the latest enhancing the rugby theme and acquisition of the Karma Group – the ‘ownership’ of the property. Twickenham-based rugby pub and club, Stokes and Moncrieff. In our opinion there is a huge gap in http://www.stokesandmoncreiff.com/ the market for more boutique and personal before and after-game corporate Under the recently completed hospitality than is currently available. agreement, we have purchased a majority equity interest in the venture We have many existing members who (60%) alongside Simon Shaw (ex- we believe will welcome the opportunity England and British Lions rugby to have a base for all England home international and our European games (as well as games by Harlequins Marketing Manager) and Ian Styles and other London clubs) and to have (Simon’s commercial manager). a private enclave close to the ground. Karma membership will give them As you know, we have long had both a priority access to the property, club and passion and commercial involvement exclusive benefits. with the sport of rugby and we believe that it perfectly fits our target We also believe that it is a perfect It is our intention with Karma Club to demographic, for both current and marketing platform to introduce provide a host of leisure and hospitality potential clients. new clients to Karma and our range experiences outside the usual vanilla of products. hotel accommodation and I think this Stokes and Moncrieff (soon to be Karma Clubhouse is a great example of co- branded A Karma Clubhouse) has In addition we are convinced it will be just that. established itself as not only the premier profitable and cash flow generative in rugby venue in Twickenham, whether in its own right, especially as rugby As I constantly say…we are not in gameday or not, but also the home base becomes increasingly popular with its the lodging business – we are in the for many players and people involved in inclusion in the Rio Olympic Games. entertainment business. the sport. Finally, as you may know we have I hope to see many of you at the bar for Twickenham Stadium is not only many ex and current players as a beer (or better still, some great wine!) the home of English rugby, but Karma Ambassadors and having before an English victory of course!!! with a capacity of almost 80,000 our own presence in Twickenham spectators is also the venue for a large will provide a great opportunity for Many Regards, range of international sporting and us to work closely with them both John Spence entertainment events. physically and remotely. www.karmagroup.com”

30 Perspective Magazine April-June 2016 May 10-11, 2016 JW Marriott Marquis Miami Miami, Florida, USA www.CHRISconference.com

Making a Splash Patron Hilton Worldwide Platinum Sponsors Aimbridge Hospitality Apple Leisure Group BCQS International Best Western Hotels & Resorts Carlson Rezidor Hotel Group CBRE Hotels Club Med Destination Hotels EY Horwath HTL Hyatt Hotels Corporation JLL KPMG Playa Hotels & Resorts RCI / Wyndham Hotel Group Media Sponsors Boutique Design, ST Media Group GlobalHotelNetwork.com Hotel Interactive, Inc. Hotel News Now Hôtelier News A Brazilian Hospitality Website Perspective Group Supporters CAIPA InTrade ITP NABHOOD IFC ISHC LHA $Q2I¿FLDO,QWHUQDWLRQDO3XEOLFDWLRQRI%+1 HOTELS’ Investment Outlook Patrons, Sponsors, and Supporters as of March 4, 2016

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CHRIS-AD.indd 1 3/9/2016 4:14:57 PM GUEST WRITER

Engagement Means Staying Relevant Off the Resort By Roger Taylor, Access Development

Ask a lot of timeshare professionals What happens during the few weeks periods of time. When a person rarely about what earns owner loyalty, and an owner is on the property is sees the fruits of their investment, it’s you’ll hear how important a clean important. What happens during the easy to walk away from it. property at a great location is. They’re rest of the year, however, is where not kidding, either. Those are serious loyalty is truly earned. Building better, long-term owner aspects of a successful operation. relationships begins by adding Without the basics, owners will never Resort owners need to take a broad more value to the experience. It’s stick around. view of customer relationships. As we’re earned through constant positive learning, “a great place to spend a few engagement. The on-property weeks The basics aren’t enough to earn owner weeks during the year” isn’t enough is where loyalty is sealed - not where loyalty year after year. to keep someone as an owner for long it’s earned.

32 Perspective Magazine April-June 2016 So how do you captivate your owners a constant need to show people what positive owner touchpoints, the more while they’re off the property? Consider they’re getting for their money by likely you are to lose them. these three basic elements: increasing the level of service and value. Create an owner benefits package that Increase the Value Consider Netflix. The company spends includes a discount program with local Customer loyalty most often occurs billions on creating their own content, as offers in their communities that they can when a brand consistently exceeds the well as acquiring TV shows and movies use every day. Offer a live webcam of customer’s expectations. The longer a customer is away from your property, the more they’re going to ask Don’t rely on your resort alone to build loyalty. Owners themselves if their investment is worth it. That means you need to find ways to aren’t going to be there very often. increase engagement opportunities with them year-round. And you need to exceed their expectations every time. from other studios. It’s designed to keep the property that owners can view for people logging in and engaging. If the temporary vacations from their homes. Consider your owners to be more like subscriber isn’t logging in, then Netflix Use social media to share new additions subscribers. In a subscription model, will lose the business. to the property (more on that below). such as Netflix or even a museum membership, the subscriber’s business Timeshares should take the same The point is to help people get more out is earned on a monthly basis. There’s approach. The longer you go without of their investment than just a place to

Perspective Magazine April-June 2016 33 GUEST WRITER

spend a few weeks in every year. The more Increase Communication Finally, another communication option positive touchpoints you can earn with We live in a society where the typical to consider is creating a community customers, the more likely they are to find a consumer sees thousands of brand of your owners. Chances are they greater personal return on investment. messages a day. It’s hard to cut through have a great deal in common, and the clutter to reach your audience, but encouraging them to connect on an Mirror your Owners open communication is a critical aspect of online forum (or even a Facebook Recent studies show that consumers earning loyalty. group) will strengthen their are judging brands based on emotional connections to your brand. rather than rational factors. Price isn’t as You have a leg up on the competition in important as a company that mirrors their this regard because you already have Plus, this is where you’re most passionate values. This means really getting to know a customer signed on the dotted line. owners will emerge. You need to have your owners and what drives them, then Now, you just need to constantly remind someone on staff prepared to respond shaping your business - not just your resort them why. to any complaints or issues aired at all - to meet their needs. times. But you may find a super owner Start with email, which still drives more stepping in to solve the issue long before For example, Millennials have shown a consumer engagement than any other your team can. strong preference to do business with communication medium. Create a companies that support good causes. You regular newsletter, featuring the latest It’s Not All About the Property If you’ll notice, very little of what I The point is to help people get more out of their investment mentioned above is about your property itself. Loyalty doesn’t necessarily than just a place to spend a few weeks in every year. emerge from a product. Loyalty is about relationships and feelings. can reflect this by donating a portion of developments at the property, new member Getting an owner to that second, third proceeds to a local charity, or even by doing benefits, owner profiles, offers, and and fourth contract now requires more something special to reward on-site staff. anything else your customers might value. than a great resort in a great location. It’s takes a commitment to creating a valuable Perhaps your clientele share a common Over two-thirds of email opens now occur experience and building a constant interest in physical fitness. Include some on a mobile device, so be sure anything you relationship. workout gear in a welcome package. Offer create can be digested on a tiny screen. an on-site fitness center, free yoga classes, Don’t rely on your resort alone to build or construct a running trail. Constantly keep Always seek feedback and responses. If loyalty. Owners aren’t going to be there owners in the loop every step of the way to someone has an issue or problem, you want very often. generate enthusiasm for their next visit. to hear about it so you can solve it. Find and respond to every piece of feedback you can Instead, create a relationship experience Some owners simply want the finest find online. for your owners that will add value to amenities, while others want no frills. The their lives and keep them engaged year- important aspect is that you know what Especially in public forums like Facebook, round. The more return on investment they want in a vacation property, and Twitter and Yelp. You may not be able to you can give them, the more likely they deliver it to them. win back every disgruntled owner, but are to become owners for life. you can show the rest of the internet that One positive to this approach is it opens you care enough to reply and attempt to opportunities for on-property upsells. For remedy the issue. Roger Taylor is a sales example, a private chef experience or director for Access personal trainer for the health conscious. Speaking of Facebook, it’s essential that you Development. Access have a page there. But Facebook isn’t the has served the timeshare If you do choose to take the upsell route, keep only game in town. Consider new, visually- industry for over 30 in mind what we discussed earlier: the value oriented networks such as Instagram and years, helping resorts the customer receives should exceed their Snapchat. Photos and videos are far more build owner acquisition expectations. Ridiculous profitability comes powerful than words, and seeing an image retention and loyalty. from a sustained ownership base, not by or video of their property will generate a For more information email nickel and diming people to the point of churn. positive feeling in your owners. [email protected]

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Coral Resorts Family of Properties Awarded Highest Distinction by Worldwide Leader in Vacation Exchange RCI Awards “Gold Crown” to Properties Based on Top-Tier Assessments

Four premium Hilton Head Island properties exceeded Gold Crown president of the Coral Resorts family of resorts—Coral Reef Resort, Coral Sands qualifications in every category that properties. “Every day, we strive to be Resort, Island Links Resort and Port the guest survey tracks, maintaining best-in-class, so it’s very gratifying when O’Call—collectively referred to as the high levels of excellence in resort the leading vacation- exchange network Coral Resorts family of properties, have accommodations, hospitality and member in the world honors our work. I applaud received the “Gold Crown” award from experience ratings. This marks the 12th the entire Coral Resorts team’s efforts.” RCI, the largest vacation timeshare consecutive year the Coral Resorts family exchange-network in the world. of properties has received this prestigious The Coral Resorts family of properties has distinction. received RCI’s highest rating every year As the highest designation presented since the rating system was developed, by RCI, the Gold Crown award is “For our properties – and our people and has served more than 30,000 satisfied based upon a 12-month compilation of — to be recognized by RCI as ‘Gold customers since developing the brand’s guest assessments. The Coral Resorts Crown’ means a lot,” stated Dean Pierce, first resort more than 25 years ago.

C.A.R.E. Announces 2016 Spring Conference Agenda

C.A.R.E. (Cooperative Association of by Matt Jones, founder of R.E.A.L. sponsored by CondoWarehouse.com Resort Exchangers) has announced Leadership Academy, was inspired and RTX-Resort Travel and Xchange, the agenda for its 62nd conference to by Mr. Jones’ battle to conquer during which conference sponsor be held at the Crowne Plaza Tennis cancer. He will share how he awards, “The Richard Gallardo Award” and Golf Resort, Asheville, NC from progressed from relearning how and “The Rookie of the Year Award” May 21-24, 2016. to walk to completing seven will be presented. Asheville’s famous marathons on seven continents and “LaZoom Citywide Tour” will be Asheville, NC, known as the “City the three unique choices that can available for all conference attendees of Discovery, Inside and Out” be used to overcome adversity and to enjoy courtesy of sponsor Global will provide the perfect venue for achieve greater victory in business, Connections, Inc. and Reservation conference attendees representing leadership and life. Additionally, Services International will host their Resort Developers, Travel Clubs, there will be a panel discussion, sponsored event “Betting It All on Management and Exchange “Corporate Responsibility and C.A.R.E.” The conference will Companies, and industry Service Practices’, moderated by Melanie end with a “C.A.R.E. Gives Back” Providers to benefit from valuable Gring, Vice President Strategic volunteer event at the Veteran’s educational sessions and networking Alliances and Public Relations, Restoration Quarters, a comprehensive opportunities designed to foster Global Connections, Inc. and an residential program that addresses beneficial business relationships. “Industry Update” presented by Pam every area of restoration in the lives of Cordell, Director of Member Services homeless veterans. The keynote session, “How to for ARDA. Stay Fired Up, Pumped Up and For more information on C.A.R.E. Inspired”, sponsored by Endless Networking opportunities include “A and its 62nd Annual Conference, visit Vacation Rentals and presented Magical Evening of Recognition”, www.care-online.org.

36 Perspective Magazine April-June 2016 FEATURED NEWS

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TimeshareProPlus.com now offering DocuSign to obtain electronic signatures on legal documents TimeshareProPlus.com – creators of electronic signature solution and Digital security from printing, faxing, scanning the only timeshare-specific, online Transaction Management platform to and overnighting paper documents title and related services software– help our clients send, sign and manage transact business,” says Heine. “What announced their modules are now contracts from anywhere, anytime, on once took days and even weeks of fully integrated with DocuSign, Inc. any device,” says Timeshare Pro Plus mailing or faxing back and forth, now (DocuSign®), the leading provider President Dave Heine. takes minutes. This will go far to help of electronic signature and Digital resorts save on postage and staff hours, Transaction Management solutions. Timeshare Pro Plus resort clients will reduce inaccuracies and errors and now be able to offer their customers an provide a secure, safe way to maintain “We are excited to announce that our automated method of signing contracts records – all while delighting end users software has been fully integrated with and other documents. “This altogether with the ease, speed and convenience DocuSign and we can now offer their eliminates the hassles, costs and lack of of DocuSign.”

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Perspective Magazine April-June 2016 37 May 11-13, 2016 JW Marriott Marquis Miami Colorful & Miami, Florida, USA Complex

Patrons Media Sponsors Atton Hotels GlobalHotelNetwork.com Hilton Worldwide Hotel Interactive, Inc. Hotel News Now Platinum Sponsors Hôtelier News A Brazilian Hospitaility Website Aloft Hotels Perspective Group Baker & McKenzie Best Western Hotels & Resorts Supporters Carlson Rezidor Hotel Group IFC ISHC LHA CBRE Hotels InTrade ITP NABHOOD DLA Piper $Q2I¿FLDO,QWHUQDWLRQDO3XEOLFDWLRQRI%+1 EY HOTELS’ Investment Outlook Greenberg Traurig, LLP Horwath HTL Patrons, Sponsors, and Supporters as of March 4, 2016 Hotel 6 / Estudio 6 Hyatt Hotels Corporation IHG JLL La Quinta Inns & Suites Playa Hotels & Resorts RCI / Wyndham Hotel Group

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38 Perspective Magazine April-June 2016 www.HOLAconference.com

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HOLA-AD 2PG SPREAD.indd 1 3/9/2016 5:04:27 PM GUEST WRITER

Journey to the Center of Your Brand A tale of customer obsession

40 Perspective Magazine April-June 2016 Nearly every survey that measures brand (mostly digital) around the customer • Gaps between channels (for authenticity tells us that the public has journey. The pay-off? According to example, where the experience grown weary of leadership across a wide Bain & Company, a 5% increase in of going from social media to the swath of societal touch-points. A lack of customer retention can increase website could be better) trust in commercial, social, cultural and, profits by 25%-95%. So how can you of course, political messages is at an get in on the action? Once you have one or more journeys all-time high. This makes it more difficult completed, it’s time to turn those friction for established brands to impress and By mapping out each customer points into opportunities for customer even harder for those looking to build journey through every conceivable obsession. After all, at the center of their brand to succeed. Conversely, path, successful companies are every great brand is an engaged and companies that take the time to obsess using behavioral data, focus groups emotionally connected consumer. over their customers can find themselves and surveys to identify the brand standing in stark contrast to this trend interactions that cause friction or Here’s an example. Maybe your and that means huge interest in their negative experiences. Once these sales process journey map reveals a products, much stronger sales and areas are identified, a combination of negative experience for new Owners legendary loyalty. marketing, operational, technological as they wait for their contracts to be and communication strategies are completed. Surveys show that the new Branding has changed so fundamentally. put into place to smooth the edges, Owner becomes bored or frustrated, Many brand experiences are now relieve friction and improve the even changing their minds about consumed digitally, in context, on a overall experience. buying. A non-customer-obsessed mobile device (which is quickly becoming company addresses this friction by an “extension of self”). Because mobile While there are several ways to map tasking the sales organization to find is such a personal experience and the a customer journey, there is a general ways to entertain the new Owner gateway to our lives, it has become framework that can be followed and while contracts are being completed. the platform of meaningful brand there are plenty of examples online In contrast, a customer-obsessed interactions. Traditional marketing is now all about the plan, the goal, the numbers, whereas branding is the connection, the A 5% increase in customer retention can increase glue, the context in which offers, services and products are considered. Branding profits by 25%-95% now extends past image, voice and essence, and into creative product and to use for reference. You can start by company decides to create a fun and service design, new usage options and building your own customer journeys engaging digital onboarding experience into far flung departments (usually off for the timeshare sales and marketing that helps new Members set up travel limits for creative types) like accounting funnel. They might include: customer preferences and other data points that and IT. acquisition, pre-arrival (or in-house helps them get better service. The conversion), tour conversion, tour result: a wait time is now transformed So how do you leverage branding check-in, sales environment, sales into a fun experience for the new to build trust, engage new Owners/ format, closing, onboarding, post- Owner and ultimately powerful data Members and drive loyalty in the sale and, of course, the ownership that can be used to anticipate the new Timeshare/Vacation Ownership industry? experience itself. Owner’s likes and desires. Do this a hundred times across the organization Obsess over the customer. Journeys can drive innovation, break and watch your reputation, loyalty and down old thinking and provide a crucial sales grow. From the 1900s to the 1960s we were bridging of gaps in the way a brand in the manufacturing age and from experience is delivered. Oftentimes, Other areas of friction for Timeshare/ the 1990s to 2000s, the information customer journey mapping can help Vacation Ownership may include: age. Now, according to Forrester identify and eliminate: Research, we are in the Age of the 1. Sales process, length, environment, Customer (which officially began in • Gaps between devices, when a user content, pricing structure 2010). Simply put, customer-obsessed moves from one device to another 2. Marketing channels and tactics companies are working tirelessly • Gaps between departments, where the 3. Finding and booking available to build positive brand interactions user might get frustrated inventory or exchange

Perspective Magazine April-June 2016 41 GUEST WRITER

James Kluetz, a Brand Tango co- founder and the agency’s President and CCO, is a classically trained graphic designer and field-tested business strategist with a Magna Cum Laude BFA from NYC’s Fashion Institute of Technology. Inspired by brands that differentiate through disruptive technology and consumer-centric digital experiences, James is the visionary behind Brand Tango’s best-in- class products. Prior to starting the agency in 2004, James served as VP of Creative Services for Bluegreen Corporation and Island One Resorts.

Whether it’s a website, mobile app, lead-generation program, 4. Points, usage and maintenance fees instead chasing regional or local brands sales environment or Member 5. Billing, fees and payments that display novelty and personalization. services technology, James brings 6. Absence of traditional hotel services Another example statistic for how a rare mix of marketing savvy, 7. Little mobile-first technology the Millennial customer journey is creative skill and digital expertise 8. Lack of communication informing the hotel business is that 36% to create products that speak to prefer to do work in the lobby rather a new generation of consumers. If we look at timeshare from the than in their room. James was named Best Marketing consumer’s perspective, it’s a viable Professional at the 2016 Perspective leisure lodging format that is now Branding is an exciting and evolving Magazine Awards, and has won sharing the consideration set with medium that can touch nearly every more than 125 ARDY awards from peer-to-peer brands like Airbnb, aspect of your organization. In fact, in ARDA and over 150 local, district legacy hotel brands, suite hotels a recent issue of Fast Company, great and national awards from the and hotel clubs. Interestingly, hotels focus was given to an organizational American Advertising Federation.

Branding is an exciting and evolving medium that can touch nearly every aspect of your organization. are already adapting to trends that trend sweeping through the largest are highly disruptive to their model companies in the word. Designers are (like Airbnb). Instead of fighting being hired to work in departments like the inevitable, the hotel industry is legal, IT and accounting so that they can rebranding themselves so that they obsess over the customer’s needs and may better align with the customer create brand engagement across the journey through a re-casting of their whole organization. brand value. There’s no doubt about it, branding For instance, unlike the previous is shifting to an experience design generation, Millennial consumers prefer discipline where traditional advertising to use a travel agent and place a high and marketing has given way to mobile value on paying for expert advice. They connectedness and self-service. Now all also care less about the legacy hotel, you have to do is harness it.

42 Perspective Magazine April-June 2016 THESE DAYS IT’S LESS ABOUT WHO YOU KNOW AND MORE ABOUT WHO KNOWS YOU.

Brand Tango and INTUITION, by Perspective Group, have teamed up A partnership with to offer world-class brand development and cutting-edge digital content the power to elevate distribution designed to win minds and dominate markets. Imagine the strength of two innovative partners with award-winning creativity, a your brand and powerful digital PR strategy, an established media footprint and expertise in today’s leading mobile and tablet technologies. Together, Brand Tango and increase your reach. INTUITION are creating true brand diferentiation, driving visibility, building online reputation and reaching consumers like never before.

Let’s talk about what Brand Tango and INTUITION can do for you: REQUEST A DEMO Call Joe Russoniello: 954.295.7879 or [email protected]

BE SEEN. BE HEARD.

Perspective Magazine April-June 2016 43

Intuition_Ad_PerspectiveMag_FullPg.indd 1 6/27/13 3:37 PM FEATURED NEWS

Keeping you up-to-date with latest industry news Visit www.perspectivemagazine.com Caribbean Palm Village Resort In Aruba Presented With Interval International Select Resort Designation Interval International, a leading global delighted to present them with this well- efforts. This award would not be possible provider of vacation services, awarded deserved award.” without their dedication.” Caribbean Palm Village Resort in Aruba the Interval International Select Resort® Interval’s multitiered Resort Recognition Among other on-site amenities and designation for 2016. Tucked into a quiet program offers expanded qualitative services are a recently refurbished fitness corner on the southwest end of the island, information on its affiliated properties. center, floodlit outdoor tennis court, two the property is a lushly landscaped oasis Resorts designated as Interval International hot tubs, renovated barbecue areas, and a with seven two- and three-story buildings Select Resorts provide a great vacation complimentary round-trip beach shuttle. The clustered around freshwater and saltwater experience, and are distinguished by a property is just a short distance from Palm swimming pools. comfortable and homelike atmosphere. Beach providing guests with easy access to shopping, dining, and other attractions. “The Caribbean Palm Village Resort’s “As part of our commitment to offering cooperative association executives have owners and guests high-quality vacations, Aruba is known for its rich cultural heritage worked extremely hard to implement a we have allocated several million dollars over and architecture reminiscent of 17th and long-term plan to enhance all aspects of the past five years to making improvements 18th century Dutch colonial buildings in the guest experience. Most recently, they throughout the resort,” remarked Dan Amsterdam. The seven-mile strip of beach completed a renovation of all unit interiors Maloof, vice president of Caribbean Palm along the west coast of the island is a mecca and the restaurant,” said Neil Kolton, Village Resort. “Also integral to our success for water sports lovers, offering world-class Interval’s director of resort sales and service is the exceptional service provided by our snorkeling, scuba diving, deep-sea fishing, for the Caribbean and Florida. “We’re staff and we are very appreciative of their jet skiing, and parasailing.

Hyatt Vacation Ownership Expands Sales And Marketing Capabilities With Talented New Team Members

Hyatt Vacation Ownership (HVO), materials, sales galleries, social media, “I’m thrilled to join the HVO team. They operator of Hyatt Residence Club, and cutting-edge technology. In this respect and appreciate their talent announced the appointments of Rod period of expansion, we welcome these and are passionate about delivering Godoy as national director of sales talented professionals.” excellence in everything they do,” training and Gabe Armstrong as Godoy said. national director of local marketing. A well-respected timeshare industry Based at HVO’s headquarters in executive with more than 18 years’ With more than 14 years of experience St. Petersburg, Florida, Godoy and experience, Godoy is responsible in timeshare marketing and sales, Armstrong report to Jim Hansen, the for developing and overseeing sales Armstrong oversees local marketing company’s senior vice president of sales training programs at Hyatt Residence efforts at all mainland Hyatt Residence and local marketing. Club sites in Carmel, California; Club sales centers. Over the years, Sedona, Arizona; Aspen, Colorado; he has held positions of increasing “These executives are an invaluable San Antonio, Texas; and Key West responsibility, including a senior role addition to a growing team that is and Bonita Springs, Florida. Prior to with Hilton Grand Vacations. Armstrong dedicated to promoting HVO and its joining HVO, he held different roles graduated from Missouri State 16 exceptional properties in some at Marriott Vacation Club for nearly University with a degree in marketing. of the world’s most sought-after 15 years. Godoy holds a bachelor’s destinations,” said Hansen. “Rod degree in marketing and a master’s “This is a very exciting time at HVO and and Gabe will help market our iconic in business administration from the I’m really pleased to be a part of it,” luxury brand using innovative collateral University of Tennessee. added Armstrong.

44 Perspective Magazine April-June 2016 SEND ME ON VACATION

Tammy’s Story of

is the April-June sponsor for SURVIVAL Send Me On Vacation Please share this program with others so they to can blossom again after battling cancer.

I attended the Send Me On Vacation -Mermaid’s Journey Group Empowerment Vacation Retreat in Mexico in February of 2015.

It is incredibly surprising to me the amount of change that has occurred in my life in such a short amount of time. The greatest of transformations have come from practices that I learned throughout the week.

Through continued inner meditation, it has enabled me to grow in areas of my life that I wouldn’t have had the courage to do so. It is so exciting to go beyond the confines of my fears to connect with things that are far greater successful changes in my life that have than “I” or “me”, greater than my small saved my soul. story, and my small self! I have added facets into my life that I never dreamt of Please share this program with others before. I’ve exercised talents and gifts so they to can blossom again after I’ve always wanted to pursue. I’ve made battling cancer. Tammy

Send Me On Vacation provides healing vacations to breast cancer survivors who have recently completed treatment. The organization believes that the vacation experience has the power to heal the body, mind and spirit and is a critical first step in recovering from the devastating effects of cancer. SMOV combines the resources of the vacation ownership industry with fundraising efforts to send survivors from the U.S., Mexico and Canada on vacations around the world. The organization affiliates with hospitals, cancer centers and other non-profit organizations to change the lives of survivors, one vacation at a time.

Every Breast cancer 20-30% cation 3 minutes 2.8 million of women with n Va #1 cause S e O a breast cancer breast cancer of cancer in invasive breast end M diagnosis survivors in women cancer to have is made the U.S. worldwide reoccurrence Changing Lives One Vacation at a T i m e

Perspective Magazine April-June 2016 45 FEATURED NEWS

Keeping you up-to-date with latest industry news Visit www.perspectivemagazine.com

David Siegel Shares Vision For Victoria’s Voice Foundation At GNEX 2016

In June of 2015, David Siegel lost his beloved daughter Victoria to a drug overdose at the young age of 18. This tragic, immense loss inspired him to devote himself to a very important cause: shining a bright light on the pandemic of drug addiction plaguing the United States and the resources needed to course correct the devastating direction in which too many teens are headed.

In fact, there are over 24 million people currently using illegal drugs in America and over 50,000 people are dying from drug overdoses each year. This is more than the number of people that die each year from car accidents. In addition, there were 7,800 new users of illicit drugs per day in 2013, and over half were under 18. Frighteningly, that means more than 3,600 kids a day try an illicit drug for the first time. drug testing in partnership with parents from going through what our educational institutions. family has experienced from the death of Through his new Victoria’s Voice our beloved Victoria”, said David Siegel Foundation, David and his family This year, the Victoria’s Voice President and Chairman of the Board of will bring this pressing issue to the Foundation was selected as the charity Westgate Resorts. national stage, championing specific of choice for the GNEX 2016 Timeshare initiatives directed at reducing Leaders Conference in New Orleans, La. More than 30 products and services were experimentation, addiction and A live auction raised a total of $20,885 auctioned to senior-level executives from overdose deaths. This includes: for the Foundation. across the globe, including vacation getaways, signed sports memorabilia, 1 Legislation and a campaign to David Siegel delivered a heartfelt speech furniture, cookware and some of the encourage locking up prescription citing the alarming statistics of teen latest mobile technology gadgets. medications. drug use and the efforts the Foundation • Legislation and a campaign for the supports to stem this crisis. He informed “We were honored to have David Siegel co-prescription of naloxone every the audience that an estimated 24.6 share his vision for Victoria’s Voice with time an opiate pain killer is prescribed. million Americans ages 12 or older, or our attendees, and grateful to all that Naloxone is a completely safe opiate 9.4 percent of the population, have used were so generous in providing and reversal drug that can instantly pull an illicit drug in the past month. He also purchasing auction items in support someone out of an overdose state – mentioned that drug overdoses were the of the Foundation’s work,” said Paul even on the verge of death – into an leading cause of injury death in 2013, Mattimoe, President and CEO of immediate withdrawal. It is lifesaving greater than car accidents and homicides. Perspective Group.” and non-addictive. Every first responder should carry it and every university and “I have built a very successful company, For more information about the college should have it available. but now my only mission in life is to Victoria’s Voice Foundation, visit • A policy platform for voluntary save lives and hopefully prevent other http://victoriasiegelfoundation.org

46 Perspective Magazine April-June 2016 NORTH AMERICA

North America North America is Evolving

More than a quarter century has passed since CRDA (Canadian Resort Development Association) was founded as “The Resort Timesharing Council of Canada.” Over the years the organization has grown to be the primary association for all forms of Vacation Ownership in Canada. Members include Resort Development Companies, Homeowners Associations, Travel Clubs, Timeshare Companies, Fractional Real Estate Developers, Professional Organization and Vendors to the hospitality industry.

CRDA: Evolving as Canada’s Consumer and NTOA Announces The Winner Of Their 2015 Industry Advocacy Association Community Service Award

Perspective Magazine April-June 2016 47 FEATURED NEWS

CRDA Member News

CRDA: Evolving as Canada’s Consumer and Industry Advocacy Association By Georgi Bohrod, RRP

More than a quarter century has weekly to 1,110 professionals and offers passed since CRDA (Canadian Resort advertising campaigns and well as earned- Development Association) was news features.” founded as “The Resort Timesharing Council of Canada.” Over the years To further provide visibility for CRDA the organization has grown to be members the organization also gives the primary association for all forms members a presence in its Industry of Vacation Ownership in Canada. Buyers Guide. Members include Resort Development Companies, Homeowners Associations, As the Canadian advocate of the Vacation Travel Clubs, Timeshare Companies, Ownership Industry CRDA also consults Fractional Real Estate Developers, with all levels of Canadian government Professional Organization and Vendors to ensure fair and equitable operations, to the hospitality industry. taxation and industry advancement policies that govern both CRDA Members and Governed by an elected Board of consumers. However, not all Members of Directors, CRDA is perhaps best known CRDA are Canadian companies. The value for its yearly conference which alternates presented to the shared resort industry popular Canadian locations from the ranges from the credibility of displaying west to the east coast every other year. the CRDA logo as a stamp of approval For years referencing “CRDA” meant sales centers, on promotional materials, the annual conference where attendees Although as a trade association CRDA exhibit booths and websites to perks at have the opportunity to network, build cannot mediate, arbitrate or otherwise CRC, the annual conference. B2B relationships and attend educational resolve individual disputes between sessions to improve knowledge of a consumer and a CRDA Member, it Zwickel says “our members tell us that the industry and learn about new makes every effort to review situations their direct access to industry decision developments. The official name of the and facilitate discussions between makers helps them find a competitive conference is now CRC, the Canadian companies and/or individuals who are edge. Whether they are an HOA at a Resort Conference. CRDA Members. single, legacy resort, a management company, an exchange company or a CRDA offers conferences and much According to CRDA’s President and CEO, major resort developer, CRDA provides a more. Not only does the organization Jon Zwickel, “while ethics enforcement is platform for professional growth. promote high standards of ethical important to us, our primary commitment conduct and professionalism throughout is to supporting and growing our “We have aggressive, but realistic goals the industry, but it also –in conjunction members’ businesses. In addition to for the coming year, and even more with the NTOA (National Timeshare promoting our members’ news and core aspirations for the next five years,” Owners Association) --is dedicated to competencies in this regular Perspective continues Zwickel. “With 46 members resolving consumer complaints that Magazine feature, we also offer in our organization, we have a strong involve CRDA members. The ASK CRDA communication through our CRDA Insider core of committed professionals and program is powered by both email and a Newsletter. The Resort Shared Ownership organizations. By next year we look to add toll-free phone line. News & Updates publication is delivered about 15 more to our roster.”

48 Perspective Magazine April-June 2016 FEATURED NEWS

CRDA Member News CRDA Announces Four New Members

The Canadian Resort Development Capital Resorts Management is a company Association (CRDA) announced that it that possesses all the resources, expertise recently welcomed four new members: and experience required to effectively, RTX, Trade Up Travel, Cyria Group and successfully and professionally manage Capital Resorts. and operate timeshare resorts and owners associations. This elite vacation property RTX is a timeshare exchange company management company provides a full that works with resorts and developers menu of services that include: Resort throughout the world to provide the Operations, Owner Services, Financial best exchange options possible. In Services and more. Magic addition to exchange, RTX offers numerous travel benefits to members, These companies have undergone a Development to such as discounts on hotels, car rentals, rigorous review process and have joined the attractions and more. Members can association with a commitment to uphold a use SPI Software accumulate rewards when they utilize structured Code of Ethics that all members RTX’s travel services. pledge to abide by. In doing so, they each Enterprise Suite received an official CRDA membership Trade Up Travel is a travel club that certificate to display on their websites and Orlando, FL based Magic provides luxury vacation packages at marketing collateral to demonstrate their Development has selected SPI affordable rates. The company offers credibility within the industry. Software’s Enterprise Suite for thousands of upscale accommodations its luxurious new project on in many of the world’s most desirable “By becoming CRDA members, these the steps of Disney. Magic’s destinations. Whether members are industry leaders are demonstrating to their Orlando project brings together looking for a relaxing retreat, a fun Canadian members and clients that they a powerful intersection of style, family get-a-way, or a golf play and support CRDA’s advocacy platform, as well design and location. stay, Trade Up Travel offers excellent as the timeshare and vacation ownership savings and a world of options. industry as a whole. I am thrilled to “We are excited to bring SPI’s shared welcome them to CRDA” said Jon Zwickel, ownership solution to our rapidly Cyria Group is an organization that is CRDA’s President and CEO. growing project,” says James committed to finding viable timeshare Mincy, Magic Place Project Director. exit strategies that work for the entire CRDA is a renowned trade association “The strong velocity of sales in industry, especially for the consumers dedicated to enhancing the overall interests our multiphase project requires that support it. The company provides of the resort industry in Canada and beyond. maximum efficiency in the daily assistance to timeshare owners who The association and its 46 members are operations. With SPI’s software are in difficult situations such as those committed to promoting high standards solutions we can dedicate all of our who are unable to use their timeshare, of ethical conduct and professionalism time and attention to satisfying our owners who are struggling to sell throughout the industry. growing owner base.” through a listing company, and owners who are worried about their loved ones For more information about CRDA, visit “SPI is very proud to partner with inheriting their timeshare liabilities. www.CRDA.com the Magic Development team,” says Richard Corso, SPI’s CEO. “We’re looking forward to assisting their already successful organization with technology solutions that support Magic’s vision and mission.”

Perspective Magazine April-June 2016 49 FEATURED NEWS

CRDA Member News

Interval Crelogix Exec Appointed to CRDA Board International of Directors Burnaby, BC – March 2016 / Newsmaker selected to serve on the CRDA board,” Turns 40! Alert / Crelogix Acceptance Corporation, says Crelogix Director of Sales, Vacation a leading Canadian consumer finance Ownership, Guillermo Martinez. “It’s an Renowned collage artist Erika King provider, announced that their Director entirely worthwhile cause and I plan to puts the finishing touches on one of of Sales for the Vacation Ownership contribute to it to the best of my ability.” her latest creations commissioned by division, Guillermo Martinez, has agreed Miami-based Interval International in to serve on the board of the Canadian “We very much appreciate Guillermo’s celebration of its 40th anniversary. Resort Development Association (CRDA). willingness to serve and look forward to having his participation,” says Jon The colorful canvas is the second Crelogix Vice President & General Zwickel, President and CEO, CRDA. installment in the series, depicting Manager, Sean Zaichick says, “As the “Crelogix has an excellent reputation the company’s history as a leader only Canadian-based finance lender in in the industry and we are proud to in the vacation ownership market, the vacation ownership industry, we have welcome him.” with a mix of photographs and news been glad to participate in CRDA events articles. Today, Interval is part of a and support the association’s activities for publicly traded company and about many years.” 2 million families are enrolled in its membership programs. “I am very gratified to have been The National Timeshare Owners Association Announces The Winner Of Their 2015 Community Service Award

The National Timeshare Owners in the communities in which we do Association today announced the winner business.” It is gratifying to receive of their 2015 Community Service Award. recognition directly related to our goals.”

Exploria Resorts and Summer Bay This is the second time that Summer Orlando were chosen by the NTOA for Bay Resort has been recognized for their their generous donation of 11 acres to community service. The NTOA’s first South Lake Hospital. presentation came about after the resort’s staff went over and above the call of duty “The NTOA’s Executive Team was in response to a natural disaster. The moved by this donation and the fact that 2014 Community Service Award was Exploria’s team cared deeply about the given to Raintree Resorts. health and well-being of the community. This land donation will allow South Lake Official presentation of the award Hospital to broaden the scope and reach family and the entire Exploria Resorts was held at the 6th Annual Timeshare of their good work”, said Gregory Crist, One Team, we are honored to accept this Owners Regional Summit held on NTOA’s CEO. community service award in recognition Sunday, February 21st in front of 150 of the generosity of our founders, Joe timeshare owners and representatives Paul Caldwell, Summer Bay Orlando’s and Loretta Scott. Part of our Mission from several companies in the President said, “On behalf of the Scott Statement is “to be a positive influence timeshare community.

50 Perspective Magazine April-June 2016 FEATURED NEWS

CRDA Member News El Cid Vacations Club recognizing increased sales to Canadian timeshare purchasers thanks to Crelogix Toronto, ON; February 2016 – excited and pleased the program has Crelogix Acceptance Corporation, a taken off so quickly. We are particularly leading Canadian consumer finance gratified to hear what good results Curtis provider, announced that their recent and his team at El Cid are getting. They relationship with El Cid Vacations are a wonderful group to work with and Club, headquartered in Mazatlan, we are looking forward to growing a long Mexico, has successfully met projected and mutually successful relationship.” number of sales of vacation ownership club memberships. “We are very pleased to provide financing for ever more resort developers in “Since we entered into the relationship Mexico,” says Crelogix Director of with Crelogix, we’ve definitely seen Sales, Vacation Ownership, Guillermo an uptick in sales to Canadians,” says can interact with a lender in their own Martinez. “El Cid has an excellent Curtis Knipe, Sales & Marketing Director, currency – from making their down reputation, having been a well-regarded for El Cid Vacations Club. “Previously, payments to monthly installments – they vacation club membership provider in we were under the impression that are much more comfortable.” the industry since 1972. They’ve had Canadians were simply averse to members whose children have literally assuming loan obligations for this type Crelogix Vice President & General grown up vacationing in Mexico and who, of purchase. But we see now that if they Manager, Sean Zaichick says, “We are themselves, have become members!”

DAE Appoints New US Member Services and Sales Manager Worldwide vacation exchange provider, at DAE is to ensure we look after our DAE, has welcomed the newly appointed members, every time. Member Services & Sales Manager, Tom Corbett, to their US office. “As a community-minded individual, Tom volunteers with local organizations and Commencing in the role at the end is always willing to help those in need – a of 2015, Mr Corbett has 15 years’ valuable trait he brings to his role with us experience in Sales Management and here at DAE.” Contact Center management. Mr Corbett said he was looking forward He hails from Phoenix, AZ, where DAE’s to further promoting DAE’s award- US office is based, and is a US Air Force “We’re thrilled to welcome Tom to our winning service, and developing Veteran with a BA in Behavioral Science team at DAE,” Mr Taylor said. “Tom new ways to enhance the customer and an MBA in Management. brings a wealth of experience to the experience for DAE members. role and a fantastic track record in the CEO of DAE, Francis Taylor, said Mr service industries. Now the largest independent vacation Corbett’s addition to DAE would further exchange provider, DAE provides strengthen their exceptional customer “Having been voted as the timeshare exchange services to over 1.5 million service provision to members and industry’s Best Customer Service for timeshare owners around the world, with industry partners. six years in a row, our core philosophy offices in 10 locations across the globe.

Perspective Magazine April-June 2016 51 FEATURED NEWS

CRDA Member News Diamond Resorts International Completes Acquisition Of Intrawest Resort Club Group Addition of Club Intrawest adds nine new resorts to Diamond Resorts portfolio

Diamond Resorts International, Inc. acquisition provides significant value Intrawest, the current balance of notes (NYSE:DRII), announced January 29th to our members and is an effective receivable, approximately four acres that it has completed the previously allocation of capital to generate superior of undeveloped land, and the current disclosed acquisition of the vacation shareholder returns.” balance of points available for sale. ownership business of Intrawest Resort Club Intrawest consists of nine resorts Club Group from Intrawest Resort “With the completion of the acquisition, across North America and more than Holdings, Inc. we are excited to enter a new chapter for 22,000 members. Resort locations include: Club Intrawest as part of the portfolio of David Palmer, President and Chief resorts managed by Diamond Resorts”, • Vancouver, British Columbia Executive Officer, Diamond Resorts said Trevor Bruno, President of Intrawest • Ucluelet, British Columbia International, said, “We are pleased Resort Club Group. “We believe that this • Whistler, British Columbia to have completed this acquisition. transition will enhance our members’ • Panorama, British Columbia We welcome Club Intrawest members vacation experience and add even more • Blue Mountain, Ontario to the Diamond Resorts family and value to their membership.” • Tremblant, Quebec are committed to providing them • Palm Desert, California with the best vacation experiences The transaction includes the • Sandestin, Florida possible. We are confident that this management contracts with Club • Zihuatanejo, Mexico LaTour Hotels & Resorts Takes Over Management of Banff Gate Mountain Resort LaTour Hotels & Resorts, a leader in which include budgeting, planning guidance. LaTour’s project management the hospitality property management and forecasting. team assists with planning, design industry, is pleased to announce that it guidance and other resources for resort recently entered into an agreement to “We are very excited to welcome Banff properties looking to enhance their manage Banff Gate Mountain Resort, a Gate Mountain Resort into our family of business development. Canada based resort, on January 1, 2016. hotels and resorts. This resort represents the best of a true Canadian experience: LaTour Hotels & Resorts is working very Private and spacious chalets perched in closely with the Banff Gate Mountain the Rocky Mountains surrounded on all Resort board of directors to deliver an sides by the most picturesque terrain in exceptional vacation experience. During Canada. Visitors will discover and enjoy the transition process the management all this year round destination has to company will seamlessly integrate a offer,” said Richard Cassara, president of new customer service platform while LaTour Hotels & Resorts. handling daily operations, reservations, rentals and marketing for the resort. Additionally, LaTour Hotels & Resorts LaTour Hotels & Resorts will also have offers a full complement of services direct oversight of all financial and including market data, business set accounting aspects of the business up and planning as well as financial

52 Perspective Magazine April-June 2016 Perspective Magazine April-June 2016 53 NEWS

Perspective News North America Marriott Vacation Club – Now in Historic, Happening San Diego

Marriott Vacation Club, a global leader in kids club, indoor pool and fitness area, With world-class attractions, arts, vacation ownership and brand segment of all common areas and 54 rooms is culture, cuisine and nightlife at your Marriott Vacations Worldwide(NYSE:VAC), anticipated to be finished by July 1. doorstep, Owners and guests will announced today that Owners and guests never run out of things to do while can make reservations at its newest It’s a unique, sophisticated setting to visiting one of California’smost property, Marriott Vacation Club, San unwind from a day of exploration at the celebrated coastal cities. Whatever Diego, through the Marriott Vacation Club museums of Balboa Park or visiting the the desire while in San Diego, let DestinationsTM Exchange Program for legendary San Diego Zoo. It’s a place to curiosity be the guide, discovery be arrivals beginning July 1. recharge before venturing out to experience the agenda, and Marriott Vacation San Diego’s amazing nightlife. Club be the host. Marriott Vacation Club, San Diego will soon be newly renovated and a totally The famous Gaslamp Quarter, just a short The Marriott Vacation Club, San reimagined vacation escape that greets stroll away, transforms at night into a Diego joins new Marriott Vacation Owners and guests with a perfect blend sophisticated cosmopolitan playground Club locations in New York City and of historic ambiance and contemporary where locals and visitors alike take Miami’s South Beach, each available design. Inspired by San Diego’s renowned advantage of fine dining, craft cocktails, live through the Marriott Vacations Club Gaslamp Quarter, the 264 well-appointed theater, music, and dancing. Later, guests Destinations Exchange Program king, double and connecting two-room kick back California-style at the property’s and Interval International as an suites feature refined wood, metal Shake lounge, located on the 12th floor. exchange option. finishes, sofa beds and stunning San Shake is the central hub of the property and Diego views. The property also has a offers a full-service bar, signature cocktails, To make reservations and fitness center, activity and play room and light fare. It’s the ideal location to finish get more information, go to and an indoor pool. Renovation of the one day and plan the next. MarriottVacationClub.com.

Concord Appoints Charles Friedman as Corporate Counsel Scottsdale, Arizona based Concord said Concord President & CEO, Robert clubs and campground memberships has appointed Charles Friedman as “Bob” Bertrand. with a specialized house of branded Corporate Counsel, responsible for tools including Blackwell Recovery®, key legal activities in the areas of Since 1988, Scottsdale, Arizona based a highly refined, default collections compliance, negotiations, regulatory Concord has been a driving force in service; Qualifly®, a mobile-friendly guidance, and litigation. developing highly flexible receivables application that identifies in real time servicing solutions for the timeshare an individual’s FICO® credit score Friedman previously worked as a lead industry and also began designing range; C2 – Command and Control®, a contract negotiator in the Aerospace and implementing primary and master workflow solution that empowers users Division of Honeywell International Inc., servicing solutions in 2010 for the to manage collection strategies; DOCKit®, and also has experience in the areas of growing energy financing marketplace. a tactical task scheduling and tracking commercial law, anti-trust and intellectual The company offers exceptional services, tool; and Interlink®, an award-winning property. He is a graduate of the robust technology, an experienced software platform which allows the user University of Maryland School of Law and and tenured workforce, and a variable full control of consumer touch points. is Six Sigma certified. cost model that affords scalability and The company’s capabilities in servicing operational efficiency. energy efficiency portfolios spans On- “We are excited to have Charlie onboard Bill Financing (OBF), On-Bill Repayment with us at Concord. With his outstanding In the timeshare sector, Concord (OBR) and Residential Direct Bill including background and experience, he adds a works with developers, vacation clubs, Solar, Multifamily, Small Business and terrific element to our team dynamics,” homeowners associations, travel Commercial projects.

54 Perspective Magazine April-June 2016 Perspective Magazine April-June 2016 55 NEWS

Perspective News North America Hilton and Uber Expand Partnership, Unveil App Integration for Simplified Travel

Users can seamlessly access their hotel and ground transportation reservations through the Hilton HHonors and Uber apps.

Travel logistics just got a whole lot simpler, thanks to an expanded partnership between Hilton Worldwide (NYSE: HLT) and Uber to further bring together their respective mobile apps. In a first for the hospitality industry, Hilton HHonors members can now order an Uber straight from the HHonors app, and Uber riders can now view their hotel stay information and check-in, all accessed via the Uber app en route to their hotel. The expanded partnership builds on the success of the companies’ Local Scene and Ride Reminder partnership – digital features more than 250,000 travelers within the U.S. have used to simplify their stay.

“The success of our Uber partnership is rooted in a shared passion for finding new ways to take friction out of travel,” said Rich DiStefano, senior director of Mobile Products at Hilton Worldwide. “By further integrating our mobile apps, we’re simplifying the steps it takes for our Hilton HHonors members to obtain the quick its launch, almost one-fifth of HHonors to have found such a strong, inventive information they seek, ultimately providing members who engaged with the app prior to partner in Hilton,” said Jonathan DiOrio, them with a better experience.” or during their stay explored the Local Scene, head of Travel Partnerships at Uber. a list of the most popular venues in a market “Following the success of Local Scene and When a traveler’s reservation reminder time based on the destinations of Uber riders in Ride Reminder, we are taking an additional approaches, the Uber app pre-sets the hotel that area. The level of Local Scene usage step forward in our integration by offering as the recommended destination. Once in made the tool one of the top performing guests access to their stay details while an Uber, the guest can tap the “view stay features on the Hilton HHonors app. they are in an Uber.” details” option in the Uber app, which then – Additionally, over 2,000 Ride Reminders, or via the HHonors integration – guides guests notifications that are synced with Hilton hotel To receive the benefits of the integrated to the HHonors app to check-in, choose their bookings to remind travelers to book an Uber features, guests must have both the Hilton room and request a Digital Key, all while on to and from their hotel, were set within the HHonors and Uber apps, and a current hotel their way to the hotel. first two weeks of launch. Of the guests that reservation under their HHonors account. have set a reminder, 58 percent of them have Hilton HHonors is free to enroll and available The integrated apps are the next step in set an additional reminder, showing strong to all guests. HHonors members who book Hilton and Uber’s partnership, which began repeat engagement. directly with Hilton receive an exclusive in September 2015 with Local Scene and discounted rate, free standard Wi-Fi, Points Ride Reminder, both of which have seen “We are always looking for ways to make and access to digital tools including digital significant usage. Within four months of the travel experience better, and are happy check-in, Digital Key and Local Scene.

56 Perspective Magazine April-June 2016 LATIN AMERICA

Latin America Latin America is celebrates success

RCI hosted the Latin American Shared Ownership Summit (LASOS), at the Hard Rock Hotel in Cancun, Mexico on October 21st and 22nd.

The theme behind this conference was centered on creativity and innovation. With this concept in mind RCI did something that had never been done before, it combined two major events for the first time: the Leisure Real Estate University (LRE) and LASOS.

Meanwhile during the 29th General Ordinary Meeting of the Mexican Tourist Resort Developers’ Association (AMDETUR), Jorge Herrera Rivadeneyra was elected Chairman of the Board of Directors, after meeting the Board Members that would accompany him in his 2016-2017 term.

New Chairman of the Board of AMDETUR begins RCI Celebrates The Success Of LASOS 2015 his term

Perspective Magazine April-June 2016 57 AMDETUR UPDATE

AMDETUR Update New Chairman of the Board of AMDETUR begins his term

“Law on Gaming and Lotteries - Casinos” Tourism Promotion Fund (FONATUR), the and is also part of an effort to avoid Mexican Council for Tourist Promotion having changes in the PROFECO Law (CPTM ) and Mexico’s EximBank affect the Timeshare Industry. Finally, (BANCOMEXT), among others, and he is involved in efforts to ensure that with various confederations, chambers national standards and Agricultural and and associations of private enterprise, Natural Resource Ministry ordinances to jointly promote the development of are compatible with two basic factors: tourism in Mexico, and build closer ties to development and sustainability. the communications media so that news reports published about the industry are In order to strengthen representativeness positive and pertinent. in the industry, we want to be more inclusive and open to other vacation Finally, the activities that Mr. Herrera ownership models, while making sure Rivadeneyra will continue, and which they offer legal certainty and security play a specific role in the work plan, are to the buyers. To do this we will be the University Outreach Program, whose conducting a highly detailed analysis aim is to partner with higher educational of the vacation products that are sold institutions and create course materials in Mexico today--many of which are in the area of Timeshare, participating valid business models developed by in tourism events with presentations prestigious hotel companies. on quality, inviting AMDETUR-affiliated resort developers to approach students During the 29th General Ordinary We must also continue innovating as well with programs that encourage Meeting of the Mexican Tourist Resort content and improving the quality them to become more involved in Developers’ Association (AMDETUR), of the Annual Convention and Expo, our industry, and above all, offering Jorge Herrera Rivadeneyra was elected Chairman of the Board of Directors, after meeting the Board Members that would In order to strengthen representativeness in the industry, accompany him in his 2016-2017 term. we want to be more inclusive and open to other vacation Mr. Herrera Rivadeneyra is CEO and Founder of the Unlimited Vacation Club of ownership models, while making sure they offer legal AM Resorts, one of the companies of the Apple Leisure Group, with more than 30 certainty and security to the buyers. years of experience in the tourist industry. working on moving these events from the support that universities and their The highlights of the actions he will location to location among Mexico’s students need for their preparation, spearhead for AMDETUR, based on his leading tourist destinations. and the Training Program, aimed at vision and work plan, are: designing seminars, workshops, courses We will also strengthen the work of the and specialization programs in areas Represent the industry’s interests in Educational, Affiliations, Legal, Financial, specific to our industry. legislative matters, to ensure that Outsourcing Companies, and Marketing proposed modifications of the current and Sales Committees. We are grateful to the Board of Directors laws are consistent with the needs of the for its participation and support, and industry. At the moment he is working We will continue to work closely with the members of each of the committees together with the National Tourist government agencies like the Ministry responsible for handling issues relating to Business Council (CNET) on reviewing the of Tourism (SECTUR), the National our industry.

58 Perspective Magazine April-June 2016 Perspective Magazine April-June 2016 59 CONFERENCE REVIEW

RCI Celebrates The Success Of LASOS 2015

RCI hosted the Latin American Shared opened to the public on October 20th- vacation ownership industry from Mexico, Ownership Summit (LASOS), at the Hard 23rd during the LASOS 2015 conference Central and South America to forge new Rock Hotel in Cancun, Mexico on October and featured several discussions which business contacts and witness informative 21st and 22nd. LASOS 2015 brought together more than 200 leaders in The theme behind this conference was centered on creativity and innovation. With the vacation ownership industry from Mexico, Central this concept in mind RCI did something that had never been done before, it and South America to forge new business contacts combined two major events for the first time: the Leisure Real Estate University covered a number of topics such as presentations, thorough discussion panels, (LRE) and LASOS. “Commercialization Structure” and “Post- and dynamic workshops. sale Services” to name a few. The LRE LRE is an academic program developed by program also hosted visits to key Resorts The opening ceremony was hosted RCI specifically for the Vacation Ownership in Cancun. by Ricardo Montaudon, President and Industry. It specializes in training Executive Director for RCI Latin America, individuals who are interested in working With this new academic program integrated who gave an outstanding welcome in the vacation ownership and tourism- into the conference, LASOS 2015 brought speech and introduced, Rodolfo López oriented real estate industry. The university together more than 200 leaders in the Negrete, Director of the Mexico Tourism

60 Perspective Magazine April-June 2016 Board; Laura Fernández Piña, Tourism On the second day, attendees had Without a doubt, LASOS 2015 lived Secretary for the State of Quintana Roo; the opportunity to participate in up to its reputation as the most and Francisco López, Municipal Tourism interactive workshops, which allowed important vacation ownership Director who also gave attendees a for deeper dialogue. Once they related event in Latin America yet warm welcome. were over, the closing discussions again. Having reached its goals and took place followed by the closing exceeded expectations, RCI’s success Following the opening speeches, the ceremony. Keynote speaker Jürgen proves why it is the leader in the conference kicked off with the first panel Klaric, founder of Mindcode tourism industry and is backed by session ‘Vacation Ownership Industry International, talked about neuro nearly 50 articles published by the Perspectives in Latin America’, by Juan marketing, and his speech had a most important national and local Ignacio Rodríguez, Senior Vice president clear message –sell to the mind, not media in Cancun. The feedback has of Business Development for RCI Latin to people. He went on to speak more always been positive, and remains America, followed by ‘Amenities: about this method, which brings optimistic for the next event, LASOS Enhancing Lead Generation’ and ‘Power of science and marketing together in 2016, which will be held in Punta Generational Marketing’. one strategy. Cana, Dominican Republic.

Perspective Magazine April-June 2016 61 NEWS

Perspective News Latin America

Royal Holiday Vacation Club Named Finalist in Four ARDA Award Categories Popular Multiresort Company Honored in International Industry Competition

MEXICO CITY, MX (April 6, 2016) access to more than 180 destinations The company was named as a top --Royal Holiday Vacation Club, which around the world. Royal Holiday offers contender in the following categories: has received numerous awards and its members more than 180 Luxury recognitions from prestigious hospitality Beach Resorts, Hotels around the world, 1. Sales Training Program: Royal Connect industry organization over the years, equipped condos as well as more than 2. Sales Video: The Royal Holiday Concept has added four more notable honors to 3,000 different cruises. 3. Marketing Program: Herencia- its portfolio. The company was named Haciendas and Casonas as a finalist in four ARDA (American Rosario Rodriguez Rojo, CEO of Royal 4. Marketing Project Team: Royal Holiday Resort Development Association) Award Holiday said “we are extremely proud Team Puerto Vallarta Categories in its annual ARDA Award of this honor. Our innovative team Competition Program. The finalists are has worked diligently to position Royal Winners of the coveted “ARDY” Award selected from hundreds of entries. Holiday Vacation Club as one of the will be announced at the industry premier companies in Latin America. association’s annual gathering, ARDA Royal Holiday, which was founded The strides we have made in the last World 2016 at the Diplomat Hotel in in 1983 is a points based vacation decade has produced exceptional Hollywood, Florida on May 4. club membership operator and resort results in our popularity as well this developer offering its approximately international recognition for our For more information regarding Royal 110,000 members from 52 countries achievements this year.” Holiday visit www.royal-holiday.com.

62 Perspective Magazine April-June 2016 ASIA PACIFIC

Asia Pacific Asia Pacific Continues building

Further building upon its presence in Australia, Wyndham Hotel Group today announced the rebranding of the WorldMark Resort Golden Beach - one of Queensland’s most popular vacation ownership resorts - to the new Ramada® Resort Golden Beach.

Also Friends With Dignity (‘FwD’) is a not for profit National community based organisation that was founded on 1 September 2015 by Manuela Whitford, former Founder/Director of successful charity Assist A Sista Australia. Friends with Dignity provide practical assistance to aide individuals and / or families affected by domestic violence through the following tangible streams.

Ramada Fuels Australian Growth with Addition of ACCOR’S Basildene Manor Winner in 2016 Newest Resort Tripadvisor Travellers’ Choice Awards

Perspective Magazine April-June 2016 63 ATHOC UPDATE

ATHOC Update

ULTIQA Fiji Palms Resort Refurbishments Regulatory Guide RG160 When you stay at the ULTIQA currently two bedrooms with one Timeshare in Australia is regulated by the Fiji Palms Beach Resort in Pacific shower room. Australian Securities and Investment Council Harbour, you will be on the and has its own regulatory guide 160. This beach and convenient to the Arts Refurbishment of the communal guide is specific in what timeshare past Village and Pearl South Pacific facilities – We have already started a and present can and can not do. The guide Championship Golf Course. complete refurbishment of the Bar. has been in place for many years with very This will continue into the whole few minor changes made over that time. Refurbishment of of the Recreation and Dining Area, This guide is now reaching what they call existing units including an extension to the Dining sunsetting and ATHOC is working with ASIC The first four apartments have facility, over the next few months. to look at a number of changes within the recently been refurbished to include The concept is for a lighter, brighter regulations. It has been very positive as ASIC new kitchens, completely re-fitted look with new floor tiles and lighting has consulted with ATHOC prior to sending existing shower room plus a new offering a comfortable bar area with out the consultation paper giving us a chance en suite shower room off the main bar stools, tables and chairs for to push for suitable changes. The process will bedroom. It is anticipated the next Happy Hour drinks and snacks, and take some time and ATHOC will need to also block of 4 units will be refurbished pre-dinner drinks with an improved respond to their consultation paper but hope in the latter part of 2016 and are guest dining experience. for a positive outcome

Another Win for ICE Vacations ICE Vacations are toasting their successes again after winning the Scenic Diamond Agency Travel Award – primarily due to our river cruise sales!

“We love to be acknowledged for all the hard work our consultants and support teams do throughout the year,” says Scott Fisher, accepting the award in Sydney, “We put our customers first, of course, so to be able to bring such a vast range of holiday offers to them simply comes back to our relationships with our suppliers. We appreciate the award and CHEERS! to 2016 knowing we will again put our best foot forward.”

64 Perspective Magazine April-June 2016 Ramada Fuels Australian Growth with Addition of Newest Resort on Queensland’s Sunshine Coast Further building upon its presence “Ramada is a globally recognised brand Passage, Ramada Resort Golden Beach in Australia, Wyndham Hotel Group known not just for the tremendous quality boasts one, two and three-bedroom today announced the rebranding of the of its offerings, but the unique, global self-contained apartments with private WorldMark Resort Golden Beach - one destinations made available through balconies and striking water views. of Queensland’s most popular vacation its ever growing portfolio,” said Barry Guests have access to a variety of ownership resorts - to the new Ramada® Robinson, President and Managing facilities including a heated pool and Resort Golden Beach. Director, Wyndham Hotel Group South spa, children’s playground, tennis court, East Asia and Pacific Rim. “Through this games room, gym, restaurant and bar. Located along Queensland’s Sunshine rebranding and renovation, we’re opening Coast, the 130-room resort recently one of the area’s best resorts to a whole All Ramada resorts in Australia participate underwent a circa $1.5 million renovation new set of global travellers and sharing in Wyndham Rewards®, the simple- and will now operate as a mixed-use all that Golden Beach and the Ramada to-use, revolutionary loyalty program property, catering to both traditional brand have to offer them.” from Wyndham Hotel Group that offers hotel guests as well vacation owners members a generous points earning through WorldMark South Pacific Club Situated just over an hour north of structure along with a flat, free-night by Wyndham. It’s the 14th property in Brisbane and nestled between the pristine redemption rate – the first of its kind for a Australia to open under the Ramada flag. waters of Caloundra and Pumicestone major hotel rewards program.

Perspective Magazine April-June 2016 65 ATHOC UPDATE

Tourism and Hotel ACCOR’S Basildene Manor Winner in 2016 Market Outlook Tripadvisor Travellers’ Choice Awards for Hotels Grand Mercure Basildene Manor has been recognised as the winner of the 2016 February 2016 TripAdvisor Travellers’ Choice™ awards for Hotels, ranking #1 out of 10 for the 14th Released twice a year, against year, TripAdvisor has highlighted the world’s top properties based on the millions the backdrop of Deloitte Access of reviews and opinions collected in a single year from travellers around the globe. Economics’ latest economic forecasts, Winners were identified in the categories of Top Hotels, Bargain, B&Bs and Inns, Deloitte’s Tourism and Hotel Market Luxury, Service and Small Hotels. The hallmarks of Travellers’ Choice winners are Outlook provides projections for remarkable service, quality and value. domestic and international tourism over the next three years.

http://www2.deloitte.com/au/en/ pages/consumer-business/articles/ tourism-hotel-outlook.html

Accor Hotels Signs Legend Serena Williams for Australian Open 2016

Accor Hotels are the ‘Official Partner of the Australian Open’ and have unveiled reigning female champion Serena Williams as our Official Ambassador throughout the tournament.

Serena, recognised as the greatest ATHOC Foundation Supports Friends with female tennis player of all time, will Dignity Back to School Drive be the public face of AccorHotels in Friends With Dignity (‘FwD’) is a not new home all consumer advertising including for profit National community based • Urgent Requests - when those who billboards across Melbourne, Sydney organisation that was founded on 1 have been displaced by domestic and Brisbane. September 2015 by Manuela Whitford, violence require urgent (less than 48 former Founder/Director of successful hour) critical items, Friends with Dignity charity Assist A Sista Australia. Friends will aim to provide specified items (e.g. ATHOC Newest with Dignity provide practical assistance clothing, underwear, pram, toiletries). to aide individuals and / or families Member affected by domestic violence through A new initiative is the Back to School Club Holidays Australia Limited the following tangible streams: Drive which extends throughout (Marriott Vacation Club) is opening Queensland, NSW and Perth to provide on the Gold Coast in Australia. Sanctuaries: Children living in Refuge with necessary Having purchased the Marriott - when those displaced by domestic items to help them return to school Hotel in Surfers Paradise, the club is violence make the transition from including school bags, pens pencils, and undergoing a major refurbishment of refuge to their own house, Friends all of those things that one needs for a number of floors within the hotel with Dignity aims to provide within 7 the first day back. With ATHOC support for their timeshare. A brand new days all required household items and FWD were able to purchase another 180 sales deck is set to open up soon. transform the house into a dignified school bags.

66 Perspective Magazine April-June 2016 Chris Hemsworth announced as Tourism Australia’s new global ambassador

Australian actor Chris Hemsworth Island, fishing with his brothers in world just how amazing this country has been announced as the global the Northern Territory and family really is,” he said. ambassador for Tourism Australia’s beach holidays, Chris has grown up in new campaign, which will focus on Australia in and around water and his Tourism Australia’s Chief Marketing the country’s world-class aquatic and own personal experiences bring a truly Officer, Lisa Ronson, said the coastal experiences. authentic and influential Australian Hollywood star will launch the voice to our campaign.” country’s new campaign focusing Tourism Australia Managing Director, on its stunning beaches and coastal John O’Sullivan, said that whilst “In Australia you’re surrounded by the experiences, at the global premiere on Australia would still be the star of its most incredible natural beauty. Being in Australia Day eve in New York. latest campaign, Chris Hemsworth the water or near to it is a way of life for would provide an authentic Australian us,” Chris Hemsworth said. “Chris is passionate about Australia, voice to help tell the country’s story with a genuine desire to promote the globally. “It wasn’t a hard decision to move back Australian way of life and therefore to Australia because this part of the makes a great global ambassador for “Chris truly embodies the Australian world is such a special place. This is the telling the world why there’s nothing way of life and his love of his home place I want my kids to grow up – that’s like Australia,” Ms Ronson said. country, with all its natural beauty, the world I want them to be part of. makes him an ideal ambassador,” Mr “This is just the start of a longer-term O’Sullivan said. “I’m really looking forward to partnership with Chris and we look launching this new campaign in New forward to further developing our plans “From learning how to surf on Phillip York and sharing with the rest of the after the launch in New York.”

ATHOC Annual Conference 2016 September 5 to 7, 2016 Mark the dates in your diary. If you everything from easy scenic tracks to Queenstown, New Zealand have any speaker, topic or conference backcountry trails, road rides to heli- Crowne Plaza Hotel suggestions, please send them through biking and the Southern Hemisphere’s only gondola accessed downhill Both Australia and New Zealand Queenstown sits on the shore of mountain biking. will come together at this years crystal clear Lake Wakatipu among conference. Make sure to put the dates dramatic alpine ranges; it’s rumoured A popular holiday spot at any time of in your diary that gold prospectors - captivated by the year, Queenstown is renowned the majestic beauty of the surrounding for its four distinctive seasons. Winter Get together with Colleagues from mountains and rivers - gave this now brings crisp, blue-sky days, spring around the world and discuss the cosmopolitan town its name. retains the snow but blooms into good, the bad and the ugly, but longer, warmer days, summer offers walk away with a clear insight With a smorgasbord of outdoor sunshine and long twilights, and on how to move your business activities, Queenstown is the home autumn a burst of brilliant red and gold. forward. of the ultimate adventure bucket Queenstown is rated internationally list. There’s skiing in the winter and as one of the world’s top holiday The two day/3 night event will involve activities such as bungy jumping, sky destinations and in 2014 was named numerous speakers from both within diving, canyon swinging, jet boating, New Zealand’s number one destination and external to the industry. Use this horse trekking and river rafting all year in the Travellers’ Choice Destinations by as an opportunity to broaden your round. It has also become a renowned TripAdvisor as well as the second best mind. cycling destination, providing destination in the South Pacific.

Perspective Magazine April-June 2016 67 ATHOC UPDATE

Gold Coast Students Leap into RCI Adds 170 New Resort Properties to its Future at Classic Holidays Global Exchange Network in 2015 Australasia’s largest Resort and Club RCI, the global leader in vacation Xichang property is especially Management Company, Classic Holidays, is exchange and part of the Wyndham alluring with its breath-taking sea putting its future in the hands of local high Worldwide family of brands (NYSE: views and gorgeous room amenities school students. WYN), added more than 170 new along with a great balance of affiliated resorts to its exchange recreational and spa offerings. The Gold Coast-based company, which is network in 2015. The additions, responsible for the employment of over 1,000 which include some resorts Existing affiliations added many new staff, has commenced a new traineeship currently under construction, span resorts to the exchange network as program for 2016 called Future Inspiration, all six populated continents. well. Sterling Holiday Resorts added appointing students from four different local six new properties in India, including high schools to participate. “The RCI® exchange network is Dindi by the Godavardi which is known for both its breadth and located on the lap of the Godavari Fourteen Future Inspiration trainees will take quality of resorts and these 170 River, India’s second longest river. part in Head Office and Resort traineeships new affiliated properties contribute Dindi is an undiscovered realm of throughout 2016, providing them with practical to the variety of vacation options natural beauty which holds some of skills in areas they are interested in – from we offer our 3.8 million subscribing nature’s most incredible elements reception and pay roll to resort maintenance members,” said Gordon Gurnik, with its serene backwaters, vast and activity coordination. president, RCI. “Spread throughout lakes and palm-fringed canals. the world in amazing destinations, It follows on from a school-based trainee pilot these resorts are run by respected Additionally, four properties from program initiated in 2015 by the employer, and hospitality companies that we are Bluegreen Vacations Unlimited, ties in with the highly successful and innovative proud to work with as we continue Inc. join RCI’s network, including Work Inspiration program, a national work helping send families on incredible The Club at Big Bear Village in experience program that Classic Holidays has vacations.” Southern California. Travelers can championed for the past three years. easily access the San Bernardino The resort additions were Mountains from their three- or “The 2015 trainee pilot program gave us highlighted by 19 newly affiliated four-bedroom villas that provide some great insight and experience into what Iberoclub properties in many popular fully-equipped kitchens as well as worked and what didn’t and we have looked destinations, including Cancun, balconies where they can take in the at those areas to enhance the program for Playa del Carmen and Cozumel, gorgeous views and crisp, fresh air. 2016 and beyond,” said Classic Holidays’ Chief Mexico; Montego Bay, Jamaica; Commercial Officer, Mark Stephenson. and Bayahibe Beach, Dominican The Registry Collection® program, Republic. The Iberostar Punta Cana RCI’s luxury exchange program, “This allows us to offer a fantastic opportunity is a recently renovated, all-inclusive welcomed Elephant Point Estate, to the students to gain valuable work resort located along the stunning a unique property development in experience while making a significant Bavaro Beach on the island’s South Africa. Offering an appealing contribution to our teams and business needs.” northeast coast of the Dominican juxtaposition of modern luxury and Republic. Guests are welcome to natural beauty, the incredible lodges Students from Benowa, Elanora, Helensvale enjoy an extensive list of activities are set in the African Bush with and Palm Beach Currumbin High School have from sports designed for the whole scenic views of the Sabie River and been appointed to the 2016 Future Inspiration family to an after dark dance club Kruger National Park, where zebras, traineeships, along with two past trainee and casino. elephants and lions can roam. Each students – including one who has now gained villa has its own design, with lavish part-time employment at Classic Holidays. In Asia, the RCI network added more elements including outdoor showers, than 25 new affiliated properties large outdoor decks and private For more information on the Future Inspiration to its portfolio, including four plunge pools. or Work Inspiration program outcomes at resorts with Paxton Vacances Hotel Classic Holidays, please contact Penny Angus, Management Group. The Paxton For more information, visit RCI.com Workplace Support Officer on (07) 5595 7540 Vacances Resort Qionghai Bay or RCIAffiliates.com.

68 Perspective Magazine April-June 2016 2016

ATHOC Annual Conference 2016

Queenstown sits on the shore of crystal clear Lake Wakatipu among dramatic alpine ranges; it’s rumoured that gold prospectors - captivated by the majestic beauty of the surrounding mountains 5 - 7 September 16 and rivers - gave this now cosmopolitan town its name. Crowne Plaza Hotel Queenstown, With a smorgasbord of outdoor activities, Queenstown is the home of the ultimate adventure bucket list. There’s skiing in the winter and New Zealand activities such as bungy jumping, sky diving, canyon swinging, jet boating, horse trekking and river rafting all year round. It has also become a renowned cycling destination, providing everything from easy scenic tracks to backcountry trails, road rides to heli- biking and the Southern Hemisphere’s only gondola accessed downhill mountain biking.

A popular holiday spot at any time of the year, Queenstown is renowned for its four distinctive seasons. Winter brings crisp, blue- sky days, spring retains the snow but blooms into longer, warmer days, summer offers sunshine and long twilights, and autumn a burst of brilliant red and gold. Queenstown is rated internationally as one of the world’s top holiday destinations and in 2014 was named New Zealand’s number one destination in the Travellers’ Choice Destinations by TripAdvisor as well as the second best destination in the South Pacific.

Here is your 2016 opportunity to get together with your colleagues from around the world and delve into what is happening in the Timeshare Industry. Take advantage of the beautiful Queenstown backdrop to reacquaint yourself with old friends and make new, whilst taking the opportunity to pick up some great insights to take home with you.

The two day/3 night event will involve numerous speakers from both within and external to the industry. Use this as an opportunity to broaden your mind.

Ph 61 7 5526 7003 www.athoc.com.au

Perspective Magazine April-June 2016 69

ATHOC-Conference16-ad275hx215w.indd 1 29/11/2015 4:34 pm NEWS

Perspective News Asia Pacific Wyndham Welcomes New Director of Development for the Pacific Rim Region

Wyndham Vacation Resorts Asia He will also be responsible for building Prior to working in London, Matt was Pacific has welcomed Matt Holmes relationships with key industry responsible for the development of RCI’s to the position of Director of stakeholders and building on Wyndham’s vacation exchange product, based on the Development, based at Wyndham successful mixed-use model, which Gold Coast. Corporate Centre on the Gold Coast. incorporates traditional hotel offerings with vacation ownership accommodation. Vice President of Acquisitions and Business Matt will be responsible for growing Development David Wray said Matt would the company’s rapidly expanding Matt and his family have recently returned be an asset to the Wyndham team. portfolio of managed and franchised to the Gold Coast from London, where hotels and resorts across Australia, he worked in a dual role as Development “We are committed to growing New Zealand and the South Pacific Manager for both Wyndham Exchange and our network of properties in the under key Wyndham Hotel Group Rentals and Wyndham Hotel Group. In this Pacific Rim region and Matt has the brands including Wyndham Hotels and role, Matt was responsible for securing product knowledge and business Resorts, Ramada, TRYP by Wyndham, mixed-use hotel opportunities across the acumen to help make that happen,” and Days Inn. UK and Europe. Mr Wray said.

DAE to Present At China Leisure Real Estate Conference DAE China executives are gearing up to present the benefits of vacation exchange to Chinese hotel and resort developers at the 2016 China Leisure Real Estate White Paper Conference this month.

In a first for the worldwide vacation exchange provider, the Conference provides an unprecedented opportunity to address the leisure real estate industry in one of the world’s fastest growing timeshare markets.

Head of DAE China, Yang Chen, said the Conference would build on DAE’s brand presence in Asia and showcase their award- winning global product to potential industry partners in the region. decade, and despite being a newer market – in particular throughout the Asian region. “DAE China is honored to be part of this for timeshare, DAE already services close to For the leisure real estate industry in China, exciting industry Conference, representing half a million timeshare owners across Asia. the potential of the timeshare marketplace the success of timeshare and vacation is huge.” ownership in the Chinese leisure market,” CEO of DAE, Francis Taylor, said the said Mr Chen. opportunity could lead to further growth of The 2016 China Leisure Real Estate White the vacation ownership industry in China. Paper Conference is organized by CRIC Having established DAE China in 2007, Tourism Real Estates & Leisure Insight the number of members throughout the “The number of people travelling for Magazine and will be held across several region has grown steadily over the past business and leisure continues to increase major cities in China throughout April.

70 Perspective Magazine April-June 2016 EUROPE, MIDDLE EAST & AFRICA

Europe, Middle East & Africa TATOC: A year of achievement

Every March the Timeshare Association, known by most as TATOC, hosts its annual conference and Harry Taylor, Chairman and CEO is immensely proud of the achievements. And the reasons why are simple. Find out in the latest article from TATOC

Meanwhile Paul Gardner-Bougaard discusses why there will be no further EU wide legislation, following the response of the EU Commission to the Report prepared for that august body some two years ago, on the effectiveness of the implementation of the Second Directive.

TATOC: A year of achievement RDO Update

Perspective Magazine April-June 2016 71 TATOC UPDATE

TATOC: A year of achievement

TATOC is a consumer organisation – and Today, TATOC is not only recognised the needs of consumers are paramount in by UK government departments and everything that we do. That is our mission bodies such as the Department of and it will never change. Business Innovation and Skills (BIS) and the Competition and Markets But as I have said before on many Authority (CMA), but also by the occasions – we cannot represent the European Commission and the consumers perspective, or hope to European Parliament. exercise a consumer influence on the industry, from a position of antagonistic The association is recognised by outsiders. some of the most important consumer bodies within Europe. This includes (A message that those campaigning for the UK European Consumer Centre,

TATOC Chairman and the UK to stay within Europe often argue Citizens Advice Bureau and the – but we’ll keep that for another day). Trading Standards Institute who CEO Harry Taylor regularly refer to us for information, Indeed, it is one of our core beliefs that the knowledge and assistance. Every March the Timeshare Association, future of timeshare is vitally dependent known by most as TATOC, hosts its on a good understanding and relationship In his annual summation of TATOC’s annual conference and, as I sit with my between timeshare consumers and all activities and achievements, my fellow fellow delegates, I can’t help but be aspects of the timeshare industry. director Geoff Chapman provided immensely proud of our achievements. delegates with an update of key statistics, And the reasons why are simple. And these organisations and other which I would like to share with you. industry players have recognised that First, because the event is unique they also need to work with the consumer Membership in the industry calendar, with an to a much greater degree. By March 2016, TATOC had 612 attendee list that includes timeshare individual members with an additional owners from our member resorts Gone are the days where legitimate 350 from a third-party association as well as industry professionals business can ride rough-shot over and 95 resorts in membership in 11 representing exchange, finance, their customers – Facebook, Twitter, countries. Of these resorts, 45 have developer, management companies and re-sales companies. The association is recognised by some of the most Secondly, because of the calibre of important consumer bodies within Europe. the speakers who join us each year, to share their knowledge and support our endeavours. TripAdvisor and other platforms have achieved TATOC accreditation with put pay to that. The consumer has more three new resorts already scheduled to This March we were delighted to power than ever before and it is no undergo accreditation this year – and welcome Howard Nusbaum (ARDA) different in the timeshare industry. more expected. and Paul Gardner Bougaard (RDO) who represent two of the most important trade My final reason for feeling proud is that the Resort Accreditation organisations in our industry. conference is a time for reflection and a TATOC Resort Accreditation is a tailored little self-congratulation as we look back at programme that assesses the quality Not only is the wisdom and experience our achievements over the last 12 months. of each resort and considers the they impart of great interest to our accommodation, facilities, grounds, delegates, but also their attendance Within a global industry, TATOC plays just maintenance, guest services and owner shows how far TATOC has come over the a small part and yet the impact we have is engagement. It is a recognised consumer past 27 years. immense – and it continues to increase. ‘kitemark’ of quality.

72 Perspective Magazine April-June 2016 Resorts that have achieved TATOC So now we build relationships, based on the dis-affiliation of two businesses Accreditation have a passion for a shared code of conduct, with reputable that were unable to achieve the high excellence in customer service and timeshare businesses that demonstrate standards expected. the holidays they provide – and the highest levels of business ethics, guests can have confidence that the principles and practices. Events and activities resort is well managed, complies 2015 was an important year for timeshare with all necessary legislation and They must have a commitment to the legislation – and while our thoughts on will provide a quality holiday and highest standards in their products and aspects of the review process are known ownership experience. Complaints to the Helpline fell last year by 20 per cent Our aim is that all member resorts will undertake TATOC accreditation over the next few years. services – correctly sold, well managed (indeed, I have mentioned them in previous and well maintained, with the consumer articles for Perspective magazine), there are TATOC affiliation as the primary focus. important points that we, as a consumer The TATOC affiliation programme began association, have highlighted: several years ago when we realised that By March 2016, there were 28 affiliated the association, consumers and legitimate businesses – all of which follow 1. Only 16 per cent of complaints related business all sailed in the same ship – and TATOC’s codes of conduct and practice. to the directive were lodged against we all share the same future. Unfortunately, we had to announce traditional timeshare providers;

Perspective Magazine April-June 2016 73 TATOC UPDATE

2. The use of the phrase ”timeshare also government agencies, the police, If the amount saved by following our related” products continues to have solicitors, banks, credit card companies general guidance is also included, the a detrimental effect on the legitimate and the media. TATOC Consumer Helpline team helped industry especially regarding consumers save over £2.7million in 2015 (an withdrawal and deposit payments. Important trends can be identified from increase of 26 per cent from 2014 figures). Rogue practices in this area are, our regular analysis: invariably, not “timeshare related” and As I have often mentioned, however, the we must continue the battle to educate 1. General enquiries to the Helpline fell TATOC Consumer Helpline can only do so European regulators to differentiate last year by 16 per cent; much. It is the responsibility of all owner between these and legitimate committees, management companies and timeshare products. 2. Complaints to the Helpline fell last year developers to educate their owners and by 20 per cent; keep them safe from the scammers. 3. EU member states are free to establish national laws to ensure appropriate 3. Enquiries and complaints about sales So while I have taken this opportunity consumer protection for owners and marketing, exits and timeshare to share our past achievements, let me wishing to exit; and resorts, points and clubs all recorded assure you that TATOC is ready for the an increase; coming year – we understand there are 4. Overall, complaints recorded by both new markets, new products and a whole TATOC and the network of European 4. However, although complaints about new generation waiting to be introduced Consumer Centres (ECC-Net) show a timeshare resorts and clubs were to timeshare. And we are working with significant decrease in overall numbers. considerably higher, this was due to our resort members and affiliates to a specific incident at one particular support them in their activities. The overall recommendation of the resort. Other than this the figures were review of the 2008 Directive was that “At similar to the previous year. If TATOC is an association that you would this stage, we believe there is no need to like to be part of then join us and support modify either the scope or the provisions 5. There were only seven complaints our work. We’d love to have you – either of the Directive”. We agree. received against exchange companies as an individual member, through your in the whole 12 months resort owners’ committee/HOA or as an TATOC Consumer Helpline affiliated company. Check out the TATOC Often referred to as our flagship service, 6. Complaints about maintenance fees website for further information. the TATOC Consumer Helpline has also rose significantly, but there continued to provide free, unbiased were still only 18 complaints during support and assistance to all consumers, the year. both owners and non-owners. 7. Enquiries and complaints about re- The good news is that last year, the sales, bonus weeks and legal firms all number of consumer contacts fell recorded a decrease. TATOC Website: www.tatoc.co.uk Phone: 0044 (0)161 2373611 Overall, complaints recorded by both TATOC and the Email: [email protected] Facebook: www.facebook.com/ network of European Consumer Centres (ECC-Net) show a TheTimeshareAssociationTATOC/ significant decrease in overall numbers. substantially from 7,659 in 2014 to 6,337 From the complaints received from in 2015 – but this is still higher than we consumers, we record how much has would like at an average of 25 contacts been reported lost to scams and cons – per day. and in 2015, this was over £1.24million. TATOC Consumer Helpline We believe that from the information Website: www.tatocconsumerhelpline.eu These contacts come from a range of guides provided by the Helpline team, Phone: 00 44 (0)845 230 2420 / 00 44 sources including individual timeshare over £840,000 could have been recovered (0)345 230 2430 owners and resort committees but if this advice was followed. Email: [email protected]

74 Perspective Magazine April-June 2016 DRIVE OUT POVERTY THE RCI CHRISTEL HOUSE OPEN INTERNATIONAL CHARITY GOLF TOURNAMENT Join your industry peers and help end childhood poverty. Expanded dates in 2015. Find out more at www.chopen.org. Becky Arnett | [email protected] | 317-464-2009 Perspective Magazine April-June 2016 75 RDO UPDATE

RDO Update 20-22 September By Paul Gardner-Bougaard 2016, London

There will be no further EU wide being of more than 50 years in duration legislation, following the response of the (and being concluded before the 2nd EU Commission to the Report prepared for Directive came into force in 2011 in Spain) that august body some two years ago, on would potentially be null and void. the effectiveness of the implementation of the Second Directive. To say that this sent shock waves through the industry would be an understatement It was gratifying to see that not only had the – albeit the practical effects were of limited consultants preparing the original report, application. Those of us brought up on taken on board submissions by RDO, but the common law system, were wary of also the timeshare owners’ association being critical of the Supreme Court, but – TATOC, that the Second Directive had can make the most effective advocates since then the pictures changed somewhat. achieved what it set out to do and no further for timeshare have to be the owners Firstly the Ombudsman for the Canaries legislation was needed. The Commission themselves. With the launch of issued a statement critical of the decisions, accepted that what was required, was www.rdodigital.com and 3 new hashtags stating that they created uncertainty in the the enforcement of the provisions in that #TimeshareTuesday, “GoTimeshare” and industry and amongst timeshare owners legislation and related consumer laws, “RDODigital” – we are hoping to generate who represent around 20% of inbound against companies that broke the law innovative, fun and positive messages from tourists to the Islands every year. Secondly and defrauded timeshare owners and owners, resorts and industry personnel the office of the Notaries and Registrars consumers alike. It regretted the fact that – so watch this space. Forming part of also stated that in their view those enforcement seemed to have been left to the research for the 2016 digital media schemes adapted and registered by them the industry, rather than national consumer strategy is a report prepared for RDO on under the Spanish law implementing the bodies and acknowledged that industry social media and how to communicate First Directive were correctly registered and self-regulation in the area of timeshare the timeshare product to “Generation Y”, valid (this included the schemes registered surrenders was to be welcomed. prepared by a team of final year students by the developer in question). Lastly, at Bournemouth University’s School of having declared the contracts null and The enforcement point is one that RDO Tourism. This is the third such report void, the developer took the former owner has been pursuing for some time in produced for RDO by the School (all for back to court arguing that as the owner both the UK and Spain and there is no free!) and it is refreshing to see how these had used the product for a considerable intention to let up on the pressure in either students approach the timeshare product period of time, rental payment was due country, nor to weaken in its resolve to with enthusiasm and excitement and and it should be equivalent to that for a 5 see rogue companies prosecuted and it none of the pre-conceptions of the older star hotel as that was commensurate with is disappointing to continue to see the generations. Such balm to the soul of the quality of the accommodation. The inability of our consumer bodies to move those who feel they have been serving on developer won the case at first instance, on this problem, compared with the the front line with regard to the industry’s whether that goes on appeal remains success Howard Nusbaum and his team reputation in Europe for more years than to be seen. To say the position is fluid is at ARDA have had in the USA. This will they care to remember! somewhat of an understatement. remain very much a work in progress. The last report on Europe, alluded to So as we in the UK shape up to a four This January, RDO kicked off its digital the case law being handed down by the month referendum campaign on whether media strategy - designed to get member Supreme Court in Spain on whether the UK remains in the EU – the RDO and other resorts to engage in and have schemes adapted under the First EU Board decided last November that as an fun on social media as an effective way to Directive as implemented in Spain – industry it supports remaining – so the US influence the perception of our industry, complied with the domestic law. The Court prepares for what looks set to be a grueling to build consumer trust and improve our made two rulings in 2015 deciding that Presidential Election campaign. We live in industry’s reputation. After all, those who any contract made under Spanish law and interesting times.

76 Perspective Magazine April-June 2016 NEWS

Perspective News Europe, Middle East & Africa Karma Group signs agreement with Atlantic Beach Club owners committee

Karma Group has signed an appointed John McDonald and agreement with the owners Klaus Otten to use their marketing committee of the Atlantic Beach Club, companies for both non-German on the Spanish island of Gran Canaria. and German speaking clients respectively. Under this agreement Karma will be buying or renting all remaining The Atlantic Beach Club is a inventory at the resort and taking beautifully situated resort, directly over all on-site sales and marketing on the waterfront in one of the nicest activities. parts of the island and Karma is to look at ways that it can improve its The resort is expected to be inventory at the resort and upgrade added to the Karma portfolio of facilities and design. resorts. Existing Atlantic Beach Club members and clients will be The Canaries are also enjoying allowed to upgrade to Karma Club record-breaking tourist arrivals, partly and Karma members will be able to driven by the year round sunshine exchange into the resort. and the proximity to northern Europe and partly by tourist concerns about In order to run the Sales and visiting other destinations that are Marketing Program Karma has considered less safe.

RDO7 Keynote Speakers Confirmed RDO is delighted to confirm that Kriss Our 2nd keynote speaker is Simon the poker advisor on the James Bond Akabusi will be giving the opening Hazeldine. Simon is the bestselling Movie Casino Royale. In 2002 Caspar keynote at this year’s conference RDO7 author of five business books, has co-founded Twenty First Century Media Taking Ownership, 20-22 September a Masters Degree in Psychology, is and building it into the fastest growing 2016, London. a Fellow of the Institute of Sales & audiovisual media company in the Marketing Management, a longstanding North East of England before selling it Kriss is famous for his achievements in member of the Professional Speaking in 2008 to Bob Geldof’s media giant, athletics where his greatest individual Association and a licensed Prism Ten Alps. It was while still at the helm triumph was his gold medal in the 1990 Neuroscience Brain Mapping Practitioner. of twenty first century media that he European Championships, beating David His client list includes many Fortune 500 began his career as a speaker, and 6 Hemery’s 22-year-old British record for and FTSE 100 companies, and as a highly years on he is now the veteran of over 400m hurdles which Kriss currently 23 experienced and in-demand international 2000 speeches in 30 countries for 400 years later still holds. In 1992 as 3 times speaker he has spoken in over 30 companies including Visa, Google, Olympic medallist, and a World, European countries across six continents. McDonalds and IBM. and Commonwealth Champion, Kriss was awarded the MBE. Kiss is currently Completing the keynote speaker As well as confirming our keynote working on a two year MBA (Masters line-up will be Caspar Berry. Having speakers, the team has been hard at work in Business Administration) program at studied economics at Cambridge, at giving the dedicated conference website Ashridge Business School, to augment 25 Caspar moved to to Las Vegas to a new look, along with adding plenty of his twenty plus years experience gained become a professional poker player! information on this year’s conference, so through professional speaking, training and He played poker for much of the next do pop over to www.rdoconference.org facilitating workshops in the corporate arena. three years before finding himself as and take a peak.

Perspective Magazine April-June 2016 77 ADVERTISER’S INDEX

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SS 2016 PERSPECTIVE MAGAZINE RELEVANT OFF THE RESORT al, social, cultural AWARD WINNERS ANNOUNCE r is on A lack of trust in commerci U What happens during the time an owne ective Magazine and, of course, political message s is at an all-time E This year’s awards Persp the property is impo rtant. What happens during nds to impress. recognized during the high. making it more difficult for bra Award winners were the rest of the year is where loyalty is earned. Royal Resorts – www.royalresorts.co.au / www.karmaresorts.com GNEX Conferenc e in New Orleans

Inside Front Why Should You Advertise With Us? GNEX – www.gnexconference.com Perspective Magazine is the leading independent trade publication for the timeshare and vacation ownership industry globally, published by Perspective Group. Inside back C.A.R.E. Conference – www.care-online.org Now in its 10th year, Perspective Magazine distributes in print to senior level executives at resort developments and vendor companies worldwide, and dominates the digital space with vast syndication of its digital page-turn issues and individual editorial and news content. 7 Capital One 35 Hilton There is no other independent publication that offers such www.capitalone.com/commercial www.hiltongrandvacations.com/ global visibility in a single advertisement or advertorial, careers nor any other publication that offers so many value added 8, 9 DAE benefits. Perspective Magazine is also available through www.daelive.com 37 M Kogal Consulting bonus distribution at all major industry conventions www.mikekoganconsulting.com globally, enabling advertisers the opportunity to break into new markets, attract joint venture partners, 15 Intuition Brand Marketing obtain new clients, recruit new employees or simply www.intuitionbrandmarketing.com/ 38, 39 HOLA Investment communicate successes to the industry. hotels Conference www.HOLAconference.com Perspective Group also produces the annual Global 17 RTX Travel Networking Expo, more commonly known as GNEX www.rtx.travel 43 Brand Tango and Intuition Conference, and Canadian Resort Conference on behalf www.brand-tango.com of Canadian Resort Development Association, which help 19 Concord to keep Perspective Magazine in the forefront of senior www.powerofconcord.com 45 Send Me On Vacation executives minds as the quality magazine of choice. www.sendmeonvacation.org 25 RSI Vacations Perspective Magazine advertisers also have to option www.rsivacations.com to benefit from discounts across the Perspective 53 CRC 2016 Conference Group portfolio, in particular their INTUITION Brand www.canadianresortconference.com Marketing service which uniquely combines Social 27 Unlimited Vacation Club Media Monitoring, Brand Reputation Management and www.unlimitedvacationclub.com 55 ARDA Competitive Analysis, with expert content creation, PR www.arda.org services, Press Release Syndication, Online Marketing, 29 NTOA Social Media Marketing, Social Media Management, www.nationaltimeshareowners 59 AMDETUR Conference Guest Surveys & Analysis, and superior design and assoc.com www.amdetur.org.mx publishing – all available from one fully integrated package, that significantly improves online visibility, 31 CHRIS Conference 69 ATHOC Conference brand recognition and online credibility. www.CHRISconference.com www.athoc.com.au

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78 Perspective Magazine April-June 2016 Why should you C A R E?

Are you a Developer, HOA, Resort, Management and Exchange Company, Travel Please join us at &OXE:KROHVDOHURURWKHU$IƓOLDWH"$UH\RXORRNLQJWRSURYLGHRSSRUWXQLWLHVIRU YDFDWLRQIXOƓOOPHQWH[FKDQJHVDQGUHYHQXHHQKDQFHPHQWWKURXJKLQFUHDVHG our semi-annual LQYHQWRU\XWLOL]DWLRQDQG\LHOGPDQDJHPHQW"

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C.A.R.E. MEMBERS INCLUDE: RESORT DEVELOPERS • PROPERTY MANAGERS • SERVICE PROVIDERS • TRAVEL CLUBS • TRAVEL AGENCIES • WHOLESALERS 80 Perspective Magazine April-June 2016