A Year of Good Karma

A G L OBA L P E R S P E C T I V E O N THE HOTEL AND RESORT I N D U S T R Y OCTOBER-DECEMBER 2017 Perspective TH E WORLD WE SHARE

A Year of Good Karma T H I S I SS U MAKING A POSITIVE IMPACT ARE YOU IN COMPLIANCE? CREDIT INTUITIVE HOTEL APPS MAKE A THROUGH TRAVEL CARD SECURITY MATTERS STRONG IMPRESSION WITH GUESTS For close to a decade, Yucatan Holidays has In an era of constant hacks, in order to keep your They’re starting to become just as E worked closely with celebrities and their customers’ identities safe and maintain a strong important as down comforters, extra towels, charities to help those in need. reputation you need to be PCI DSS compliant. and a fully stocked minibar. GNEX MIAMI 26-28 February 2018 T H GNEX 2018 will be the most impressive so far! Not only will it be held in the incredible city of Miami, but the conference itself will E be held on one of the largest private yachts in America – the $40 million, 228ft SeaFair Grand Luxe megayacht!

Conveniently docked right outside the entrance to the Intercontinental Miami, which is the official event hotel, attendees will be able to wander between the megayacht and hotel at their leisure until the SeaFair sets sail on the final afternoon only.

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

October-December 2017

Welcome… Welcome to the October/December issue of Perspective 44 Magazine. Can you believe another year is almost gone? In this issue, we’ll cover what some of the major players in our industry have been up to in 2017 as well as what the future Perspective Magazine

holds for the timeshare management industry. Advertising Sales Sharon Mattimoe Our cover story, “A Year of Good Karma”, discusses what Karma Group’s Telephone: +1 407 730 3565 Founder and Chairman, John Spence has been doing this year to bring his brand (USA Office) to the next level including establishing countless sponsorships and opening up Cell +1 321 948 1319 stunning new properties. Email: [email protected] We also highlight the philanthropic contributions Founder and CEO of Content Management Yucatan Holidays, Erika Garcia has made this year through the program Kayla Crawford Cancun for a Cause.

Contributors Our guest writer, Ericka Schwarm, who is the Director of Client Development at Ericka Schwarm Equiant Financial Services makes it clear in her piece, “Are You In Compliance? Credit Card Security Matters” that it is extremely important to be proactive when Published by protecting your customers’ personal information. Perspective North America LLC, 4700 Millenia Blvd, Suit 370 In North American news, we feature an editorial about how intuitive apps not Orlando, FL 32839, USA. only boost guest satisfaction, but also lead to repeat business. We’re also proud to announce that NFL player, Will Blackmon will be a guest speaker at GNEX 2018 Cover Design in Miami, Florida. Brand Tango

In Latin American news, AMDETUR celebrated its 30th anniversary at their last Printed and distributed from the United States conference held in June in Puerto Vallarta. covering the world. Also available online at http:// perspectivemagazine.com

In Asia Pacific news, the ATHOC Update discusses their industry conference, All material in this publication is wholly protected by “Bridging the Gap” which brought people from Australia and Singapore to the copyright and all rights are reserved. This publication Northern New South Wales coast. may not be reproduced in whole or in part without the prior written permission of the publisher, Perspective North America LLC. Opinions expressed In Europe, Middle East, and Africa news we have some amazing highlights from in this publication are not necessarily those of the RDO8’s “Together, Towards, Tomorrow” conference held in Marbella, Spain. editor or Perspective North America LLC and no responsibility is accepted for inaccuracies in editorial or advertising content. Enjoy! A Proud Member Of: Paul Mattimoe CEO Perspective Group CONTENTS

10 GLOBAL FEATURES 10 A Year of Good Karma 32 Are You In Compliance? As 2017 draws to a close, Karma Group, one of the Credit Card Security Matters world’s most well-known travel and resort brands, For the past few years, the same news story has continues to push the envelope and impress everyone garnered headlines over and over again. A retailer, in the industry. What hasn’t John Spence, Karma’s restaurant chain or lodging provider was the victim of Founder and Chairman gotten into this year? a credit card hack. As I write this, it was just revealed that Whole Foods and Sonic are the most recent to 22 Making a Positive Impact Through Travel experience a breach of customer credit card data. Philanthropy has always been important to Erika Garcia. As the Founder and CEO of Yucatan Holidays 36 So...the question is...Why Should You CARE? and the Marketing CEO of Sunset Group, Garcia The Cooperative Association of Resort Exchangers is wanted to set her boutique travel agency apart from so much more than the name eludes. The (not- for- an already saturated market. For close to a decade, profit) trade association, more commonly recognized Yucatan Holidays has worked directly with a wide and referred to as C.A.R.E., emulates the definition of range of nonprofit organizations and high-profile that acronym as a word which is “the provision of celebrities to help those in need. what is necessary for the health, welfare, maintenance, and protection of someone or something and further serious attention or consideration applied to doing something correctly or to avoid damage or risk”.

4 Perspective Magazine October-December 2017 32 40 46

22 NORTH AMERICA LATIN AMERICA 40 Intuitive Apps Make a Strong Impression 46 AMDETUR Update Mobile applications make all of our lives easier, but The Mexican Resort Development Association when it comes to the satisfaction of hotel guests, (AMDETUR) and the Association of Tourism Timeshare they’re starting to become just as important as down Developers and Promoters (ADEPROTUR) joined forces to comforters, extra towels, and a fully stocked minibar. hold the organization’s 31st annual convention. The event Simply put, you can’t woo customers with free HBO held in Puerto Vallarta, Mexico also marked AMDETUR’s anymore. As hotels finally step into the modern age, 27th annual expo, and included a special marketing and they’re realizing that their mobile applications shouldn’t sales forum titled “Awakening and Transcending.” be considered an afterthought. 50 Lifestyle Holidays Vacation Club Dominican 44 GNEX Conference Announces NFL Player, Will Republic Receives Five 2017 RCI Gold Crown Blackmon as Guest Speaker Award And Other Top RCI Honors Innovative Vacation Ownership, Hotel & Resort Lifestyle Holidays Vacation Club (“LHVC”), located Conference announces Will Blackmon, an NFL safety in Puerto Plata on the North Coast of the Dominican and return specialist as a Guest Speaker for the Republic, has received five RCI Gold Crown Awards, upcoming 2018 event in Miami Florida. one RCI Silver Crown Award, the Diamond Award for Lifestyle’s operations team and a Top Seller Award for 14 Lifestyle sales and administrative executives. RCI, the global leader in vacation exchange and part of the Wyndham Worldwide family of brands (NYSE: WYN), presents awards annually to the top RCI affiliated resorts.

Perspective Magazine October-December 2017 5 CONTENTS

51 53

58 ASIA PACIFIC EUROPE, MIDDLE EAST & AFRICA 52 ATHOC Update 58 RDO8 Conference Highlights This year the industry headed off to the Northern This year we returned once again to the beautiful New South Wales coast to Salt at Kingscliff. Terrific Don Carlos Leisure Resort & Spa located in gorgeous location for a conference. Close enough, but far enough Marbella. For the duration of the conference we were away! With people flying in from all across Australia treated to perfect blue skies. Of course this is what and Singapore, it was a great backdrop for 3 days of we’ve come to expect from this amazing area of Spain; conferencing and activities. it is the Costa del Sol after all!

56 Anantara Vacation Club Launches Loyalty 64 Hospitality company has been named a Partnership with Asia Miles FTSE4Good constituent, building on key CSR Anantara Vacation Club is pleased to now offer more achievements contributing to business success opportunities than ever before to its upper-tier Club Points In addition to a half decade of recognition in North Owners. Elite Diamond, Platinum and Royal Club Points America by the Dow Jones Sustainability Index, Owners will have the opportunity to embark on a new Wyndham Worldwide (NYSE: WYN) is for the first time journey with Asia Miles. This partnership enables Club being named a socially responsible leader in Europe Points Owners to enjoy a wide range of options on excellent through the FTSE4Good Index Series. travel and lifestyle offers from Asia Miles partners.

6 Perspective Magazine October-December 2017 Developers and HOAs - Independence through Unity

ARC Resorts has more We help timeshare resorts across the United than 30 years of industry States to take advantage of the benefits and experience and offers a efficiencies afforded by a big brand business, while range of expert solutions to maintaining their own unique individuality, integrity help developers and Home and independence. Owner Associations keep their organisations on track. Our areas of expertise include:

• Resort Redevelopment Plans • Resort Management • Trust Conversions • Marketing & Sales • Vacation & Travel Clubs • Strategic Planning • Rental Distribution • Project Workouts • Plan Terminations • Web & technology platforms for operations, payments, rentals, and Sales & Marketing

Get in touch to find out how the American Resort Collection can work for you:

Orlando: Scott MacGregor (321) 320-8830 Ext. 1007 [email protected]

New York: Frank Murphy (732) 749-3553 [email protected] Magazine October-December 2017 7 corporate.arcresorts.com

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A Year of Good Karma

10 Perspective Magazine October-December 2017 As 2017 draws to a close, Karma Group, one of special perks throughout the Super Rugby the world’s most well-known travel and resort season including tickets to every home match, brands, continues to push the envelope and the chance for rugby fans to get their hands impress everyone in the industry. What hasn’t on one-of-a-kind memorabilia, and access to John Spence, Karma’s Founder and Chairman special workshops and clinics with the club. gotten into this year? The brand solidified its passion for the game by also inking a new deal in September with the Besides keeping busy by becoming a major Rugby Football Union and will be sponsoring sponsor for a variety of high-profile sports England Sevens Rugby for the entire 2017/2018 teams, joining forces with music festivals, and season. Karma has also continued its efforts in taking time out for charity endeavors, Karma support of youth rugby at the grassroots level by Group has continued to expand its extensive offering training and coaching clinics with work Karma knows the importance of increasing brand awareness with sports sponsorships. business portfolio by opening up and laying through the Bali Life Foundation and sponsoring the ground work on more stunning and unique Brighton College’s prestigious Senior Rugby properties throughout the globe. program for the 2017/2018 season.

Karma kicked off the year by renewing their Karma knows the importance of increasing sponsorship contract with the Western Australia brand awareness with sports sponsorships. Rugby Union and Road Safety Western Force They secured a deal with Australia’s Netball WA, club as an Official Resort Partner. Karma has sponsored The Rottnest Channel, and had their held this distinction with Western Force since name attached to one of the largest events in the club was founded in 2005, and because Formula 1. In September, Karma was proud to of this, they are able to offer their members present the sold out Nightly Fashion Circuit

Perspective Magazine October-December 2017 11 COVER STORY

at the Podium Lounge during Singapore’s 10th landscape that surrounds the property. In an Formula 1 Grand Prix weekend. The closing interview during the resort’s launch, Spence event featured fashion designer Mauricio Alpizar stated, “Vietnam has an extraordinary mix who debuted his new resort collection “Modern of history and culture and an increasing Asia”, and a slew of A-list celebrities from the reputation for world-class hospitality. I fell in world of entertainment, fashion, and F1. No love with the central coast area of Vietnam, doubt about it, glitz and glamour follow Karma with its incredible beauty, rich multicultural wherever they go. heritage and landmark towns like Da Nang, Hué and of course, Hoi An. Throw in stunning The biggest news in 2017 for Karma by far beaches and brilliant sights and you have a has been the opening of their latest properties perfect fit for the Karma experience.” and announcing future resorts to the Karma family. In March, they added Vietnam to the That same month, Karma acquired 26 vacation long list of countries that they operate in. apartments outside of the quaint town of

The biggest news in 2017 for Karma by far has been the opening of their latest properties and announcing future resorts to the Karma family.

Karma completely refurbished the Karma Cây Agios Nikolaos on the island of Crete. Named Tre outside of Hoi An to bring the resort up to after the Minoan Civilization who ruled the their high standards. This sprawling property island over 3,000 years ago, Karma Minoan is a group of 22 standalone deluxe rooms with is nestled between the sea and the rugged private balconies overlooking the banks of mountains, creating a breathtaking landscape the Do River or with views of the lush tropical for guests to enjoy.

12 Perspective Magazine October-December 2017 This year marked an important milestone in a twist of rock. We’re making changes to the not only Karma’s history, but will impact the London hotel and have secured several sites future for others in the vacation membership internationally. We’re all investing a lot into this sector in regard to expanding to city-center merge and are excited for the future.” properties. Karma purchased an equity stake in the chic urban hideaway, Sanctum SoHo. It makes perfect sense to sponsor a music Located in London’s famous West End, the festival if your name is on the marque of a newly branded Karma Sanctum SoHo has hotel where rock stars like to mingle. In early been a popular destination for hip travelers October, Karma helped produce Bestival Bali; who want to enjoy a bit of bohemian opulence. an international expansion of the popular UK Unique hotel features include private movie music festival to the Karma Beach Bali property. This year marked an important milestone in not only Karma’s history, but will impact the future for others in the vacation membership sector in regard to expanding to city-center properties. screening rooms, popup tattoo parlors, and Bestival Bali featured nonstop dancing, partying, recording studios. The Karma Sanctum SoHo and music from Rudimental, De La Soul, and won the 2017 TripExpert “Experts Choice” funk legends George Clinton and Parliament Award and nabbed the honor of the UK’s best Funkadelic. It appears that Bestival Bali will be boutique hotel for 2016. Music industry mogul back next year and you can bet Karma will want and CEO of The Sanctum Hospitality Group, their name attached to the event. Mark Fuller said, “This is a really great move for us and we’re delighted to be partnering with Philanthropic efforts were also on the brand’s John and his team. We share the same vision; radar this year as they continued to expand their creating a unique luxury travel experience with Karma Cares program by offering items

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FEATURED INDUSTRY HEADLINES Prestigious CVOA Cornerstone Award Awarded to RTX The Canadian Vacation Ownership Association (CVOA) has named the Asheville, N.C. exchange innovator, RTX, as the recipient of the 2017 CVOA Cornerstone Award . The prestigious award recognizes a truly outstanding shared ownership innovator. The CVOA Awards Committee selected RTX from numerous entries.

The formal Cornerstone Award presentation took place during CVOA’s highly successful VO-Con ’17 in Whistler, B.C. Justin Hunter, Vice President of Operations and Corina Violette, Director of Partnerships RTX accepted the award from Jon Zwickel, President and CEO of CVOA.

RTX was at recognized for its exceptional role in working with the Canadian timeshare industry. RTX met the stringent criteria to win the award About the Canadian Vacation sponsorship opportunities can be found and their entry emphasized the fast- Ownership Association on the event website www.VOCon.ca. growing company’s exceptional strides CVOA is Canada’s only association with a concentration on improving dedicated to representing the interests About RTX Customer Service with a strong of the vacation ownership and resort Resort Travel & Xchange (RTX) is a commitment to technology. Their new development industries. Since its timeshare and vacation ownership tech system was praised for customized founding 1980 (originally as CRDA), exchange company based in Asheville, solutions that contributed to the the organization has become Canada’s N.C. RTX works with a number of resorts member satisfaction and the company’s preeminent industry association and developers throughout the world rapid growth. representing all forms of vacation to provide the best exchange options ownership. CVOA membership is a possible to its members. In addition to CVOA President and CEO Jon Zwickel community of active industry leaders exchange services, RTX offers numerous says, “This is the 5th year that we committed to promoting and maintaining travel benefits to members, such as have presented this prestigious award. a high standard of ethical conduct reservation protection, rebates, travel Previous winners include Lifestyle within the Canadian vacation ownership discounts and more. RTX also has a Holidays Vacation Club, National industry, creating B-2-B and networking robust selection of partner solutions Timeshare Owners Association, opportunities between Members, for resorts, management companies, Dial An Exchange and Whistler and educating consumers as to the and HOAs, including member servicing, Vacation Club. We are proud that benefits of vacation ownership. For marketing, communications and RTX is a member of CVOA and honor more information, please visit www. more. RTX has approximately 80,000 its growth and acceptance in the CanadianVOA.org VO-Con information members. For more information visit exchange arena.” about content, registration and www.rtx.travel.

16 Perspective Magazine October-December 2017 MORE THAN AN EXCHANGE COMPANY RTX can help you with...

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FEATURED INDUSTRY HEADLINES staySky® Vacation Clubs and staySky® Hotels & Resorts Honored by The Orlando Sentinel as Two of the Top 100 Companies for Working Families For the third consecutive year, staySky® corporate culture, an employee’s for all of the staff members within Vacation Clubs, a premier membership- role within the company, training, the staySky® companies who are based program located in Orlando, FL management, and work environment. committed to raising the bar and and their affiliate, staySky® Hotels & working together as a team to be Resorts has been given the prestigious staySky® Vacation Clubs and staySky® the very best.” Steinbeck happily distinction as two of the Orlando Hotels & Resorts are known in the stated. “staySky® Vacation Clubs and Sentinel’s Top 100 Companies for industry for going above and beyond staySky® Hotels & Resorts will continue Working Families in Central Florida. The for their guests, but they are also fully to attract the best talent for years to entire list can be viewed here. committed to their employees’ well come and will be looking forward to being and providing a positive corporate what can be achieved as we continue to In order for a company to earn a spot culture. Employees from both staySky® grow through the end of this year and as one of the Top 100 Companies Vacation Clubs and staySky® Hotels & into 2018.” for Working Families, organizations Resorts were in attendance to accept across Central Florida enter a two-part their awards at a special luncheon held With this latest accolade, staySky® survey process. First, an employee on August 18th, 2017 at the Renaissance Vacation Clubs and staySky® questionnaire with 77 questions Resort at Sea World Orlando. Randy Hotels & Resorts has solidified their evaluates the company’s philosophy, Steinbeck of staySky® Vacation Clubs reputation as a company in the demographics, practices, and was delighted to represent a company hospitality industry that recognizes workplace policies. The second part that holds this meaningful honor. the importance of a positive business is an employee satisfaction survey environment and employees’ balance that covers such topics as leadership, “This is a celebration and recognition between work and home. staySky® Vacation Clubs Launches Your Way Product to Personalize Membership Obligations and Terms staySky® Vacation Clubs, a premier difference is the maximum membership points to pay their annual maintenance membership-based program, has commitment is only 17.5 years as fees through the staySky® Escapes expanded its product line to provide the opposed to 49 years or longer. program. Your Way reinvents the flexibility to experience the full benefits traditional structure for maintenance of a vacation membership club without Your Way not only shortens the overall fees, providing consumers a much the obligation of a lifetime with the product term but offers members the more flexible product. recent launch of staySky® Your Way. option to opt-out of use rights at every 35-month interval. If the member staySky® Vacation Clubs new program staySky® Vacation Clubs is committed decides that they can no longer is perfect for those that are not looking to enhancing the quality of life through meet the annual maintenance fee to make a long-term commitment a world of vacations and knows that life commitment, the member can elect to but want the freedom for more travel changes all the time. staySky®’s Your forgo their membership use rights and flexibility, savings and time spent with Way product offers the full package discontinue paying maintenance fees friends without having to pay the full of staySky® benefits, including the for their membership. Alternatively, price for a traditional 49-year or longer staySky® Escapes platform. The members may use their membership vacation membership club product.

18 Perspective Magazine October-December 2017 Perspective Magazine October-December 2017 19 NEWS

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

FEATURED INDUSTRY HEADLINES Cyria Group’s CEO Cory Stegemann Elected to CVOA Board of Directors Cory Stegemann, Founder & CEO, of and establish new clients. During his panel both Cyria Group Inc. and Genescy session, Stegemann discussed how the Corporation was recently elected to company repurposes original inventory, the board of directors of the Canadian stabilizes the movement of inventory, and Vacation Ownership Association (CVOA). generates additional revenue. The announcement was made during the Annual Board Meeting at VO-Con 2017 With offices in Canada and Mexico, Cyria conference held at the Four Seasons in Group is a sales and marketing company picturesque Whistler, BC earlier this month. that expertly assists developers and Stegemann joins a prestigious list of timeshare owners with the fulfillment of directors that can be viewed here. ownership trade-ins, offering an intuitive cloud-based software platform for seamless Formerly CRDA, the Canadian Vacation point of sale transactions. For more Owner’s Association (CVOA) is the information on working with Cyria Group, only vacation ownership association in visit http://www.cyriagroup.com Canada that is devoted to representing expand its reach in regard to connecting the concerns of those in the vacation with developers and consumers. About Cyria Group, Inc. ownership and resort development Cyria Group is a Canadian-based timeshare industries. Founded in 1980, CVOA Stegemann was honored to sponsor, consultation firm that offers services is a thriving community of vacation attend, and speak at this year’s VO-Con, to developers, timeshare owners, and ownership leaders who are advocates which has become Canada’s top event for vacation ownership resorts. Known for for maintaining high ethical standards those in the vacation ownership industry. their impressive track record, Cyria Group within the Canadian vacation ownership With his introduction into the Board of is proud to provide ethical solutions to industry. The CVOA is not only able Directors for the CVOA, Stegemann could help owners who need to be relieved of to provide countless B2B networking not be happier or more ready to offer their interests by providing them access opportunities for their members, but they his extensive industry knowledge to the industry-supported programs. continue to educate consumers about the association, and become more involved benefits of vacation ownership. in the timeshare industry as a whole. His About the Canadian Vacation passion for bridging client and organization Ownership Association “It is with great pleasure we welcome Cory together has been his driving force since CVOA (Formerly CRDA) is Canada’s only to our Board of Directors. His knowledge opening the doors to his own companies. organization committed to furthering of and expertise, especially in working with ownership-based vacation and resort homeowners associations, legacy resorts “I always knew that I wanted to have my development industries. For almost and their owners, will prove invaluable own companies that supported the industry 40 years, CVOA has been the premier as CVOA undertakes new initiatives in I have worked in for so long. I wanted to vacation ownership association in Canada. this vital component of our timeshare build organizations that helped consumers The CVOA is an active member-based industry.” Said Jon Zwickel, President and discover more about timeshare as a whole, community of industry leaders who are CEO, CVOA. and educate them on the options available committed to promoting and maintaining to them as the relationship with their a high standard of ethical conduct within Cyria Group, which was founded by ownerships change”, says Stegemann. the Canadian vacation ownership industry. Stegemann in 2007 has a proven track The CVOA provides members with record in the industry when it comes to While attending VO-Con 2017, Cyria Group access to B2B opportunities and helps providing solutions for ownership trade-ins was able to speed quality time with their to educate consumers on the benefits of and transfers. The company continues to current clients to talk about future strategies vacation ownership.

20 Perspective Magazine October-December 2017 Resort Management Services INTEGRITY

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Perspective Magazine October-December 2017 21 CHARITY

Making a Positive Impact Through Travel

Philanthropy has always been important This summer, Garcia attended the Global Founded by actress Maria Bravo and to Erika Garcia. As the Founder and CEO of Gift Foundation’s Gala in Marbella, Spain Alina Peralta in 2013, the Global Gift Yucatan Holidays and the Marketing CEO as a special guest for her continuous Foundation is able to donate a substantial of Sunset Group, Garcia wanted to set her boutique travel agency apart from an already saturated market. For close to a decade, Vacationers support the local economy of the Yucatan Holidays has worked directly with a wide range of nonprofit organizations and Quintana Roo by booking trips and in turn, Cancun for high-profile celebrities to help those in need. Through the program, Cancun for a Cause, a Cause is able to donate a percentage of each trip’s vacationers are able to support the region of Quintana Roo, and explore everything the profits to a specific charity. state has to offer including Cancun, Playa del Carmen, and Tulum. In turn, Cancun for a philanthropic efforts with the charity and amount of money to women and children Cause is able to donate a percentage of each spent time in London as a sponsor for The in need throughout the world by uniting trip’s profits to a specific charity. Dot Com Children’s Foundation. celebrities, Global Gifters, and prominent

22 Perspective Magazine October-December 2017 members of the philanthropic community at their six yearly events. Despite holding galas in London, Dubai, Paris, and other major cities, the annual star-studded bash in Marbella at the gorgeous Gran Melia Don Pepe Resort is the organization’s paramount get together, and is undoubtedly the largest charity gala on the Costa del Sol. Rocio Galan, the director of the Gran Melia Don Pepe Resort was thrilled that the large charity organization once again chose his hotel stating,“It is a pleasure to host the sixth Global Gift Gala with Maria Bravo and all her team as we consider this event as one of the most important events of the Costa del Sol. Our support is unconditional because we believe that the Global Gift Foundation is doing a great job in the city”.

This year, the weekend celebration of giving benefited several charities, including the Querer Foundation, a Spanish organization lead by Pilar Garcia de la Granja that focuses on increasing scientific research and education for children who suffer from neurological disorders, and Hollywood A-lister Eva Longoria’s nonprofit, The Eva Longoria Foundation, whose mission is to guide women into entrepreneurship and to support the economic and educational advancement of Latina women.

In September, Garcia attended an event that Cancun for a Cause sponsored for The Dot Com Children’s Foundation. Formed in 2013 by former Sky News presenter, Sharon Evans, The Dot Com Children’s Foundation is a charity whose mission is to empower children about issues that worry them. R&B legend, Dionne Warwick headlined the gala which raised money for programs in the UK to educate school-aged children on making positive life choices and to speak up against abuse and domestic violence. Evans was thrilled to see her charity receive international recognition saying, “It was a dream come true having Miss Warwick and her son Damon Elliott come to London to support the charity and put our work on the global stage. Seeing

Perspective Magazine October-December 2017 23 CHARITY

so many celebrities also get behind Dot Com was a very social moment in the charities history.”

Combing her skills as a hospitality marketing guru and her passion for giving back to the community, Garcia was inspired by a Spanish graduate student who was working with indigenous communities in Mexico. After a year and a half of research, the student was able to determine the indigenous culture’s needs, what talents and resources they had, and how they could help them become entrepreneurs in the tourism industry, but still be able to honor and uphold their culture. Garcia ended up helping these communities financially through the program, Kanche by giving them the tools they needed to provide excursions to international tourists.

After seeing how successful Kanche became, how popular the tours were, and the major economic impact it made on the Mayan community, Garcia realized that in order to raise more money for charity and to attract more tourists to Sunset Group’s properties in Mexico, she needed to bring in big names in the world of entertainment and sports. She began to partner with celebrities and their charities throughout Latin America, but instead of just cutting checks, Garcia made the personal commitment to actually visit the foundations and tour the areas that were being helped by her philanthropy. Garcia’s most notable work has been with the Grammy Award Winning artist, Shakira. Formed in 2003, the Pies Descalzos (Bare Feet) Foundation was created by the platinum selling Latin American superstar and named after her 1995 debut album. For 14 years, the nonprofit organization has been able to build six schools for students in impoverished areas of Colombia. In 2016, the school established in her hometown of Barranquilla became the number one school in the entire country.

Garcia describes Cancun for a Cause’s business plan as a “win-win” situation

24 Perspective Magazine October-December 2017 for vacationers, charities, celebrities, and stress of everyday life, but Cancun for a Ultimately, Garcia’s goal through for the official foundation, Vacaciones Cause adds an additional element of being Cancun for a Cause is to show people con Causa, which has an alliance with able to help others through their booked that by investing in themselves Sunset World, to draw more clients to trips which attracts younger buyers. by visiting one of Sunset Group’s their extensive list of stunning properties properties for a much-needed like Ocean Spa in Cancun and Hacienda Because of Garcia’s association with vacation they are also making a Tres Rios; a fully sustainable resort, spa, celebrity charities lead by Shakira, Eva difference in the lives of thousands and nature park with three ecosystems. In Longoria, and Sophia Vergara, Sunset of people throughout Latin America. an interview in 2015 Garcia said, “Social Group is also able to utilize these Although the program is aligned with franchising gives you an opportunity household names when it comes to over 20 charities, Cancun for Cause to franchise a methodology and a promotional materials to draw even more is always seeking new contacts and proven system so you can reach specific business to their resorts. When celebrities organizations to help through their economic social objectives. So, what you whose charities are benefitted by Cancun impressive and meaningful business are doing is investing in the outcomes. for a Cause’s efforts visit the Yucatan model.

Consumers, especially millennials, are Garcia describes Cancun for a Cause’s business plan attracted to businesses that make it a point to give back. According to research as a “win-win” situation for vacationers, charities, conducted by Jeff Fromm for the Boston Group’s study The Millennial Consumer celebrities, and Sunset Group’s advertising efforts. Debunking Stereotypes, millennials are more receptive to brands and companies who utilize cause marketing Peninsula, they appear in informational than previous generations and are more videos that educate future buyers and likely to continue to support a brand who vacationers on not only the culture and promotes their philanthropic efforts. wondrous beauty of Cancun, but the Vacations make people feel good about impressive amenities offered by the relaxing, and enjoying time off from the Sunset Group’s fabulous resorts. www.cancunforacause.com

Perspective Magazine October-December 2017 25 NEWS

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

FEATURED INDUSTRY HEADLINES ARC’s Freedom365™ Brings the Experience Home with Shop365 & Wine365

Exploring the benefits of American Resort membership within reach 365 days a The partnership between American Collection’s Freedom365™ program isn’t year to deliver the lifestyle Freedom365™ Resort Collection, RCI, and I.C.E confined to traveling at over 4,000 luxury members deserve all in on place. The connects various moving parts within resorts around the world. Members easy-to-use website is available 24 hours the vacation ownership industry while can use their Savings Dollars with the a day, seven days a week to enable restructuring the traditional framework Shop365 and Wine365 benefit to access members to secure the lowest available for timeshare memberships to appeal to pricing exclusive to Freedom365. price on carefully selected products and every generation. various brands. Freedom365 members receive an annual The flexibility of Freedom365 goes allotment of Savings Dollars that give The Freedom365 membership includes beyond a membership service of them the opportunity to explore limitless exclusive values on award-winning accumulating and spending Savings member-only discounts with Shop365. wines with Wine365. Members can Dollars. Freedom365 motivates members Members can apply their Savings Dollars find specially-procured options that are to interact in an integrated marketplace like cash to eliminate the markup on luxury unavailable to the general public along that rewards satisfying needs by indulging items, using the currency to reduce out- with selections from international and in desires. of-pocket investments on both travel and boutique wineries. Wine365 allows brand-name merchandise. members to find their favorite wine from To learn more about ARC’s Freedom365 their last trip and or send a deluxe gift program, please visit www. These exclusive offerings present the basket to a friend all from the convenience arcfreedom365.com to start making ultimate immersive vacation and lifestyle of their home. memories that last a lifetime

Freedom365™ Presents Endless Destinations of Value Developed by The American Resort Collection Spending less on everyday things with flexible dates at a guaranteed 30% Room365 can help match members to is simple through American Resort discount. Freedom365 gives exclusive destinations by designing itineraries Collection’s (ARC) Savings Dollars, the priority access to the ARC properties and tailored to requests. Members can use the membership currency offered by the affiliates, benefiting resort associations feature to in conjuncture with the Unlimited newly launched Freedom365 program. that would otherwise rely on third parties Preferred Resort Stays or Room365 to to fill the unused inventory and replacing connect them with the perfect holiday, Whether members are gifting Savings the streams of income upon which they much like a personal assistant. Room365 Dollars for a special occasion or deciding depend for financial security. completely customizes memberships and where to take an annual trip, Freedom365 provides an experienced gives members access to incredible deals In addition to resort accommodations, on resort stays with Unlimited Preferred the Freedom365 membership provides Concierge professional to answer any Resort Stays. access to endless destinations on ARC’s and all questions about the program, world-class hotel platform, making vacations, and shopping opportunities. Through partnerships with numerous booking incredibly easy. Rooms365 allows hospitality partners, members can select members to reserve nights at over 150,000 Supplementary to resort and hotel last-minute inventory at the locked-in rate hotels and filter results for features stays, members have the freedom to of $299 for a seven-night stay or choose such as five-star dining, special access, wake up in a different destination every from a larger selection of inventory stunning views, and even full-service spas. day with Sail365.

26 Perspective Magazine October-December 2017 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. PerspectivePerspective Magazine Magazine October-December July-September 2017 2927 NEWS

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

FEATURED INDUSTRY HEADLINES Apple Leisure Group Bolsters Leadership Team to Drive Aggressive Hotel Development Growth Strategy Company Announces New Vice President of Development, Federico Moreno-Nickerson

Apple Leisure Group® (ALG) has announced expertise to hotel owners looking to invest in latest news and industry updates from the the addition of Vice President of Development new assets or boost existing hotel property leadership team. Federico Moreno-Nickerson to the team as performance across Mexico, the Caribbean part of the company’s overarching strategy to and Latin America. “Growing our existing development team grow its resort brand management portfolio is part of our strategic approach to give through its subsidiary, AMResorts. To reinforce ALG’s expansion efforts, hotel owners the right partner to grow in the the company unveiled a new website, competitive all-inclusive sector and secure Moreno-Nickerson will support the ALG ALGdevelopment.com, where hotel strong return on investments,” said Javier Development team, which is hyper-focused owners and investors can learn about the Coll, Executive Vice President and Chief on delivering unmatched hospitality company’s offerings and unique positioning, Strategy Officer of Apple Leisure Group.

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28 Perspective Magazine October-December 2017 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] PerspectiveINTUITION Magazine October-December 2017 29 NEWS

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

FEATURED INDUSTRY HEADLINES DAE Confirms As Signature Sponsor for GNEX MIAMI

Worldwide vacation exchange on pertinent topics, and provider, DAE, confirms its 8th delivering an exciting schedule consecutive year as a sponsor for attendees to plan their of the GNEX Conference. This meetings around. year they will increase their participation from Platinum For more information and to Level to the newly created register for the event, visiting Signature Sponsorship http://gnexconference.com/ category, which is now the register highest available level. To request a sponsorship The Global Networking brochure, visit http:// Experience, commonly known gnexconference.com/ as GNEX Conference is sponsorship synonymous with attracting senior-level executives to About DAE different stunning locations DAE is the world’s leading each year, creating unique privately owned vacation business-making environments exchange provider. With an and delivering spectacular established network of resort social events. partners, DAE offers exchange availability at thousands of In 2018, the conference leaders in vacation exchange, show our support as Signature resorts in the most exciting will be held on the world’s DAE’s approach is simple. The Sponsors of this fantastic destinations around the globe. first mega-yacht venue, the privately-owned company annual event”, Says Francis $40 million, 228ft SeaFair offers a platform that is easy Taylor, CEO, DAE Global. Operating from 11 global offices Grand Luxe that recently to use and puts members’ located across North America, completed a further $10 needs first, without hidden fees, The Global Networking UK, Europe, Asia-Pacific, South million renovation to provide complicated rules or trading Experience, as it is aptly named, Africa and the Middle East, DAE a truly unique event venue powers. DAE services over will provide unique networking delivers a range of products and that boasts more than 22,000 1.5 million timeshare owners sessions and further extended services to help businesses in square feet of meeting space. worldwide, including 550,000 networking time in a luxurious the timeshare industry achieve direct members. environment, where industry their goals and objectives – As a Signature Sponsor, DAE leaders and new entrants alike providing local solutions with a will share top-billing at the “DAE has been a huge can meet and find new business global outlook. event, including sponsorship supporter of GNEX since the opportunities that will help recognition for the luxurious beginning because we believe drive their businesses forwards For more information, visit venue onboard the SeaFair entirely in its premise to bring in the coming year. www.daelive.com Grand Luxe, and the two official all corners of the industry social events. together to reach common Guest Speakers, Interactive goals and continually improve Sessions, and Workshops will DAE has changed exchange the way we operate for the also be available throughout through innovation and benefit of our owners and the four decks, providing value-added service. As global members. We’re proud to now valuable educational content

30 Perspective Magazine October-December 2017 19TH ANNUAL

INTERNATIONAL AT THE

OCTOBER 23 – 25 | 2017

KEYNOTE WHO SHOULD ATTEND SPEAKER: • RESORT DEVELOPERS • HOTELIERS • CONDOMINIUM DEVELOPERS JAY BAER • LENDERS • HOSPITALITY INVESTORS AND CONSULTANTS • REAL ESTATE INVESTMENT TRUSTS • INVESTMENT BANKERS Author of the best-selling new • PRIVATE EQUITY FIRMS • HOSPITALITY INDUSTRY SUPPLIERS book, Hug Your Haters Haters aren’t your problem … ignoring CONFERENCE RATES: HOTEL RATE: them is. If it feels like there are more complaints than ever, you’re right. But the Through rise of customer complaints is actually an enormous opportunity. Renowned $999 | September 22 $279 strategist, author, and entrepreneur, Jay Baer reveals brand-new, proprietary From September 23: $1,199 Valid through research into the science of complaints — (Save $200) ( September 22 ( and how to turn customer service into a marketing advantage.

For sponsorship, conference information, and hotel reservations, visit sharedownershipinvestment.com. Perspective Magazine October-December 2017 31 GUEST WRITER

Are You In Compliance? Credit Card Security Matters By Ericka Schwarm

For the past few years, the same news customers—and your company’s companies. Launched more than a story has garnered headlines over and reputation—from a similar fate, decade ago, the PCI Security Standard over again. A retailer, restaurant chain there’s one term you need to learn Council (PCI SSC) is an independent or lodging provider was the victim of and pay attention to right away: PCI body created by some major card a credit card hack. As I write this, it DSS compliant. brands (Visa, MasterCard, American was just revealed that Whole Foods Express, Discover and JCB) to and Sonic are the most recent to What does it mean? The Payment manage the ever-changing payment experience a breach of customer credit Card Industry Data Security Standard landscape and ensure that the most card data. is an information security standard up-to-date security measures are for organizations that handle branded in place to protect cardholders. The If you want to protect your credit cards from the major card standards are in place to ensure that

32 Perspective Magazine October-December 2017 companies maintain a certain security standard in their practice of accepting, processing, storing or transmitting credit card information. Validation of compliance is performed annually, either by an external Qualified Security Assessor (QSA) or by a firm specific Internal Security Assessor that creates a report on compliance for organizations handling large volumes of transactions, or by Self-Assessment Questionnaire (SAQ) for companies handling smaller volumes.

The assessments measure compliance with the standards that any organization that accepts, stores or transmits cardholder data are held to. Cardholder data is defined by the PCI SSC as “the full primary account number (PAN) or the full PAN along with either the cardholder name, expiration date or service code.” There are four levels that merchants fall under, which are based on the volume of transactions processed. However, certain risk factors can put a merchant into a higher level based upon the card small businesses. By establishing top- Additionally, 44.6 percent of companies issuer’s determination. tier security practices from the start, fall out of PCI DSS compliance within you can potentially save your business nine months of validation. There are penalties for non- a significant amount of financial compliance, which vary between burden in the future. The report listed results for the the payment brands. According to hospitality sector separately. Less PCI Compliance Guide, they may, According to Verizon’s 2017 Payment than half (42.9 percent) of hospitality at their discretion, fine an acquiring Security Report, only 55.4 percent organizations achieved full compliance bank $5,000 to $100,000 per month of companies meet all PCI DSS at interim assessment in 2016—the for PCI compliance violations. compliance standards. While this lowest of the four key verticals. Only a quarter (25.0 percent) of hospitality organizations in the Americas achieved If you want to protect your customers—and your full compliance at interim assessment.

company’s reputation—from a similar fate, there’s When choosing a credit card processor, it’s imperative that you select one one term you need to learn and pay attention to right that has achieved and maintained PCI compliance. I’m proud to say that away: PCI DSS compliant. Equiant has made this a priority. We recently again received the Payment Usually, the bank will pass this fine number is up 7 percent from 2015, it Card Industry Security Standards over to the merchant, and will often still translates to nearly half of retailers, Council’s highest level of certification: either terminate the bank/merchant IT services companies, payment PCI Certification Level 1. The PCI Level relationship or increase transaction software providers and hospitality 1 certification provides yet another fees. Hefty fines and being labelled as organizations do not adequately reassurance that Equiant can accept, high-risk can spell big trouble for many protect credit cardholder information. process, store and transmit

Perspective Magazine October-December 2017 33 GUEST WRITER

credit card information on client’s on your app? Will they be willing to behalf in a secure environment. allow your app to access their contacts Equiant has maintained its PCI Level and other personal information? 1 Certification since it first applied in 2011 and remains the only loan Here’s where that PCI DSS compliance servicing company serving vacation proves its worth. According to the ownership developers to receive the Verizon reported mentioned above, coveted certification. Equiant is also a of all the payment card data breaches member of the prestigious Visa Global that Verizon has investigated between Registry of Service Providers (www. 2010 and 2016—nearly 300—not a visa.com/splisting), demonstrating single organization was fully PCI DSS its commitment to strict security compliant at the time of the breach. standards and full compliance with PCI regulations. As Visa recommends, It goes without saying that protecting “Clients and merchants should your organization and your owners’ reference the site regularly as part of and members’ personal data their due-diligence process and should from outside threats is of ultimate only use service providers that are importance to you. Making sure that listed on the Registry for outsourcing you’re in the know on PCI compliance Ericka Schwarm recently joined the their payment-related services.” is an important step in making sure Equiant Financial Services team as that protection is in place. the Director of Client Development If your business accepts credit card where she plays a critical role being payments, you need to be concerned Ericka Schwarm is director of client a Proactive Client Advocate and about it, too. In addition to the development at Equiant, one of the Business Matter Expert. She focuses penalties for non-compliance, there leading timeshare servicers in the United on continuous improvement initiatives and trainings, and coordinates the business relationships between the According to PCI Compliance Guide, they may, at their Client and Equiant. Her career in the Vacation Ownership Industry discretion, fine an acquiring bank $5,000 to $100,000 began in 2011 when she joined The Conrad Companies as the Director per month for PCI compliance violations. of Sales and Marketing. Prior to joining Conrad, she was Assistant are other sound, common-sense, States with a portfolio that exceeds $1 Vice President and Vice President at self-interested reasons to comply billion and includes more than 125,000 two major financial institutions in the voluntarily. individual consumer loans. Over the Retail Consumer Banking divisions. past 28 years, Equiant has serviced With this experience, Ericka brings As we move further into the digital more than 1.5 million loans and 1.25 significant financing and relationship age where we are asking consumers million maintenance fees accounts. Its management knowledge. to download our apps and share more array of products and services includes and more personal information with loan receivables and maintenance fee Ericka graduated from Northern us, it’s even more important to prevent servicing on a fully hosted web platform, Arizona University with a Bachelor a data breach. Platform as a Service (PaaS) receivables of Arts in International Affairs with a technology, point of sale merchant concentration in Business Economics In a recent consumer survey, 66 processing, delinquency control, and is currently working on her percent say they would be unlikely document custody (including digital), Registered Resort Professional (RRP) to do business with an organization and analytic reporting. To learn more designation through ARDA. that experienced a breach where their about Equiant’s industry-leading financial and sensitive information security and receivables servicing, call Ericka Schwarm was stolen. And even if they would Schwarm at (480) 636 -4892 or Peter Director of Client Development trust your company with a credit card Moody, vice president of business p 480.636.4892 | m 480.737.0389 transaction again, would they be development, at (480) 636-4888 or visit [email protected] willing to share their location with you www.equiant.com.

34 Perspective Magazine October-December 2017 SEND ME ON VACATION

Natalie’s Story of

is the October-December sponsor SURVIVAL for Send Me On Vacation I am writing in regards to the opportunity to participate in the Empowerment Vacation that you host.

The description of the vacation and the changes. I’m thankful for that, but, I am goal of rediscovering my inner beauty, sorely in need of feeling good again. I strength and grace intrigued me. feel like I have lost myself in the battle and want to be restored. In battling cancer for 4 1/2 years so far, I feel that I have lost so much of myself in Before this illness I had my own gift an effort to just survive. The surgeries shop and loved making others happy that I have had have left me scarred and and beautiful with the items they uncomfortable. Being on chemo twice purchased at the store. Unfortunately, I has changed my appearance as well had to close my shop because it was too as my energy level and radiation to my much to take care of with my health. I body has caused permanent damage to miss the feeling of helping others. Now, my muscles. I struggle to help myself feel normal. Being on treatment for cancer is a I was diagnosed January 2014 with continued battle for me. I would love Metastatic Breast cancer, so my to find ways to deal with it better and treatments will never end. I currently maybe just get away and forget about it go for chemotherapy for my Herceptin for a few days! and Perjeta infusions every 3 weeks. The treatments are helping and I Thank you for considering me for this will stay on this forever until cancer Empowerment Journey Natalie Fluharty

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% 3 minutes 2.8 million #1 cause of women with a breast cancer breast cancer of cancer in invasive breast diagnosis survivors in women cancer to have is made the U.S. worldwide reoccurrence

Perspective Magazine October-December 2017 35 C.A.R.E.

So…the question is… Why Should You CARE? Written by: Linda Mayhugh, C.A.R.E. President

The Cooperative Association of So…again…the question is…Why for…we’ve got inventory buyers and Resort Exchangers is so much more Should You CARE? You should CARE sellers ready to make new connections than the name eludes. The (not- because…We all will succeed or fail by attending every conference. C.A.R.E. for-profit) trade association, more living up to the definition of that word. members can share inventory via week- commonly recognized and referred to That’s likely a valid decree no matter to-week exchanges, weekly wholesale as C.A.R.E., emulates the definition what business you are in; however, our rentals, guaranteed and free-sale blocks of that acronym as a word which is industry is more highly scrutinized and as well as year-round and seasonal “the provision of what is necessary with good cause. There is a lot of good, leases all over the world. C.A.R.E.’s for the health, welfare, maintenance, but there is still a lot of work to be done Supplier Search System (See advert and protection of someone or to clean up the bad (reputation) left by on inside back of this edition) offers an something and further serious many that didn’t CARE. easy and automated online platform attention or consideration applied to that conveniently brings all these doing something correctly or to avoid When we switch from the word to the opportunities to fruition for C.A.R.E. damage or risk”. acronym, the answer to the repeated members. question herein is…you should (join The heart and backbone of C.A.R.E. or participate in) C.A.R.E. if you want C.A.R.E. conferences are also a great is their Code of Standards and to do business with others who CARE value proposition for those service Ethics that each member agrees to and want to honor and uphold ethical related entities looking for new abide by and be bound to. Since business transactions. It’s not about business partners. Many C.A.R.E. 1985, C.A.R.E. has taken every step possible to protect the health and welfare of the overall vacation experience by educating its members The heart and backbone of C.A.R.E. is their Code of and promoting an ethical prowess that ultimately has reduced potential Standards and Ethics that each member agrees to damage, risk and overall harm to our expansive industry. abide by and be bound to.

Managed primarily by volunteer members, year after year this who you are competing with, it’s about conference attendees are always association has been constantly and honestly and ethically bringing more in need of value-added benefit consistently constructing a puzzle. to your bottom line and participation enhancements to strengthen their A puzzle that truly will never be in C.A.R.E. can help many do that on core missions. complete; but always evolving around multiple levels. the curve of worldwide economics For more information about how you and an eclectically fast paced and You should C.A.R.E. if you are you ready can “C.A.R.E.” visit our website ever-changing industry. A puzzle to create a new revenue source for that www.care-online.org, email us at that nearly every resort, hospitality, excess, unsold and/or delinquent resort [email protected] or give us a call timeshare and vacation service week inventory. You should C.A.R.E. at (800) 636-5646. organization can beneficially be a if you are a club or travel agency that piece of as a member or a supporter is in search of more weekly resort Even if you don’t contact us about that shares the same initiatives and rentals to increase vacation fulfillment C.A.R.E., it is our hope that you will goals. And hopefully…a puzzle that opportunities. C.A.R.E. could be the do your part to take CARE of our ill we all want to help construct. conduit that you’ve been searching reputed global industry.

36 Perspective Magazine October-December 2017 C A R E?

care-online.org 800-636-5646 US or Canada 1-540-828-4280 Outside US Perspective Magazine October-December 2017 37 NEWS

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FEATURED INDUSTRY HEADLINES National Timeshare Owners Association Confirms Strategic Partnership With AMDETUR

NTOA, the National Timeshare Owners Association, is proud to announce that it has entered into an Industry Association Partnership Agreement with La Asociación Mexicana de Desarrolladores Turísticos (AMDETUR), the Mexican Resort Development Association.

NTOA is the premier association giving a united world, just behind the U.K. The voice to the nearly 8 million vacation ownership industry timeshare owners in the is a significant driver to this United States and Canada. continued growth and we With strong owner advocacy hope to help encourage more and education programs, the timeshare owners to explore organization has encouraged the many offerings Mexico has countless owners to explore to offer.” all the uses and benefits of timesharing for the past two Mr. Carlos Trujillo, Executive decades. President of AMDETUR said: “We believe it is a great AMDETUR is a tourism opportunity working together industry organization that with all kind of associations acts as a liaison between involved in the timeshare federal, state, and municipal industry, but we find this authorities and private relationship especially enterprise in the Timeshare interesting, because it is and Vacation Ownership memberships, registrations at began working closely with a the first time we are doing sector, a part of the tourism their respective conferences, number of resort organizations it with a consumer-based industry that has seen a and multiple options of based in Cancun, Los Cabos association. It will be steady growth of 4% a year visibility in publications, and Puerto Vallarta. Gregory beneficial for both entities since 2009. The association conference collateral and Crist, CEO of the NTOA said, and will provide AMDETUR represents 90% of resort websites. In addition, the “American and Canadian with valuable insights on one developers and investors in NTOA will be working with the consumers, owners and of our main markets” the Mexican Timeshare and executive team at AMDETUR members now have an extra Vacation Ownership industry. supporting consumer related voice in Mexico. We are very Mr. Trujillo also added that tourism initiatives. proud to be working with “NTOA has proved to be As part of the partnership, AMDETUR in this special new a very strong association each association has agreed NTOA, which is celebrating relationship. Mexican tourism and that this reciprocal to numerous reciprocal its 20th Anniversary recently has grown by 50% since 2012 relationship will result in a benefits that include cross- expanded into Mexico and and currently ranks 8th in the win-win scenario”.

38 Perspective Magazine October-December 2017 NORTH AMERICA

North America

Perspective Magazine October-December 2017 39 GUEST WRITER

Intuitive Hotel Apps Make a Strong Impression with Guests

Mobile applications make all of our hotel industry needs to step up their offer lower prices and are extremely lives easier, but when it comes to the game. More consumers are using their convenient, these “hot deals at the click of satisfaction of hotel guests, they’re smartphones to book trips, which is bad a button” are not all they’re cracked up to starting to become just as important as news for hotels and resorts who lag be. J.D. Power’s study shows that when down comforters, extra towels, and a behind the competition when it comes consumers book through an OTA, their fully stocked minibar. to their mobile footprint. According to satisfaction level drastically decreases. the J.D. Power 2017 North America Hotel Simply put, you can’t woo customers Guest Satisfaction Index Study, in 2014, Hotels and resorts are well aware of with free HBO anymore. As hotels 14-percent of trips were booked using customers’ dissatisfaction when they finally step into the modern age, they’re a smartphone or tablet, that number is book through an OTA, so there has realizing that their mobile applications now up to 25-percent with younger and been a marketing push in recent years shouldn’t be considered an afterthought. business travelers leading the way. Most to convince travelers to book directly Hotels who have intuitive mobile apps travelers who use their smartphones through them instead of an OTA. Despite and offer a streamline user experience to book trips do so by using an online being less satisfied with their trip when are now viewed more favorably in travel agency (OTA). Although OTAs like they book through an OTA, people; the eyes of travelers. However, the Expedia, Travelocity, and Booking.com especially younger travelers, continue

40 Perspective Magazine October-December 2017 to use OTA apps to plan vacations, because they’re easy to use and tend to offer the biggest bang for a leisure traveler’s buck. However, the big names in the hotel industry are finally seeing the importance of having an app that not only offers their customers a simple way to book, but an entire user experience that includes checking-in, checking out, and even the ability to have towels and clean linens sent to their room. If travelers are presented with a hotel app that is just as easy to use as an OTA and offers even more features, consumers will be more likely to book directly (something that the hotel industry has been encouraging travelers to do since the rise of OTAs), thus their satisfaction increases, because they no longer have to deal with the red tape of a third party which is often the cause for customer dissatisfaction. If a traveler booking directly with a hotel is lower tier hotel chains should expect a today’s consumer-driven travel industry. satisfied, they are also more likely willing trouble-free experience when using a Being able to understand your areas of to join the hotel’s loyalty program and in hotel’s app. success and areas for improvement are turn they will continue to book future trips essential to understanding what can directly with the hotel. Because the industry is playing catch-up set you apart from competitors; and the when it comes to connecting their guests latest technologies certainly assist with Hotel rewards members aren’t just proud with a user-friendly app experience, this” says Paul Mattimoe, President & of showing allegiance to their hotel chain marketing firms like Orlando, FL-based CEO, INTUITION Brand Marketing LLC . of choice, they’re also big fans when it INTUITION Brand Marketing are leading “Adapting to the way customers want to comes to downloading and frequently the way by offering hotels and resorts engage with you and make reservations using the hotel’s app. An astonishing detailed solutions to help engage with requires a multi-channel approach, most 70-percent of hotel rewards members are said to have a hotel’s app on their smartphone compared to a paltry “As hotels finally step into the modern age, they’re 19-percent of non-member guests. realizing that their mobile applications shouldn’t be It’s no surprise that the hotel chains who top customer satisfaction lists are the considered an afterthought.” ones who have apps that travelers want to use. The Ritz-Carlton (tied with JW their customers better. By a hotel simply of which can actually be automated if Marriott) is the top hotel in the luxury changing the way they gather feedback a robust guest engagement strategy is segment and has an app that not only to an approach that will encourage implemented.” is easy to use, but is a perfect example guests to actually fill out a survey, hotels of the Ritz-Carlton brand. Ritz-Carlton’s will see an increase in revenue. But Hotels and resorts need to realize that app is more like a mobile concierge what about the 19-percent who don’t the relationship with a guest doesn’t end where guests can not only check-in download apps? That’s where good old- when their stay is over. When a guest and out, but view curated restaurant fashioned SMS comes in. According to downloads a hotel’s app, it plants the and entertainment suggestions as well INTUITION, 98-perecnt of guests open an seeds for future bookings, and positive as the ability to book more stays, and SMS with 90-perecent of those are read reviews on social media. It’s up to the access their rewards portfolio. Clearly, within 3 minutes. hotel to water it by offering all of their Ritz-Carlton guests demand this level guests advanced mobile apps that help of quality in an app, but even guests of “Guest Engagement is paramount in with their brand’s image.

Perspective Magazine October-December 2017 41 NEWS

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

El Cid Resorts Announces its Newest Luxury Property in Cancun Riviera Maya

El Cid Resorts, a staple of México’s For Ventus at Marina El Cid Spa & Beach market where all guests will be tempted hospitality and cultural experiences, is Resort, the team worked with award- by seven distinct cuisine specialties thrilled to announce the highly anticipated winning design + architects, Ezequiel Farca that include authentic delicatessen fare, debut of its new, all-inclusive property, and Cristina Grappin. Known worldwide seafood, Italian, Thai and amazing desserts. Ventus at Marina El Cid Spa & Beach Resort for their quality, vision and exceptional Pizzeria II Peccato – delight your palate with Cancún Riviera Maya, set to open its doors craftsmanship, Farca and Grappin’s designs the rich flavors and textures from Italy. in November 2017. This next generation for Ventus are a perfect blend of timeless Sea Place – the finest seafood you can resort is El Cid’s seventh property in design and comfortable functionality, as enjoy, and our guests’ window into the México, and follows the success of its sister they used natural materials, elegant details delicious bounty of the Caribbean. property, Hotel Marina El Cid Spa & Beach and aesthetics, which are key features of Maiz – an array of authentic Mexican Resort, also in Cancún Riviera Maya, along the El Cid brand. cuisine to spark cultural inspiration. with several other properties located in Wok Asian Cuisine – enjoy an Asian infused Mazatlán and Cozumel. “While building this resort, we had menu – unique noodle and rice dishes are nothing but sophisticated details in mind, just the beginning of the delicacies that will Situated along the coast between Cancún as we focused in creating our signature be offered. and Playa del Carmen, this modern scent, to developing our unique spa Fresko – choose from an array of perfectly beachfront property boasts 290 luxury treatments, the design of each suite, our light menu options – try one of the crisp, designed suites with private balconies, each gourmet dining options, and our one- healthy salads, paninis and much more. ranging from 575 to 2,854 sq. ft. Ventus at of-a-kind adventures and excursions,” La Crêpe – sweet and savory are the stars Marina El Cid Spa & Beach Resort also has Berdegué continued. “As Ventus at Marina on this menu. There is always room for an expansive full-service spa, a 2,088 sq. ft El Cid Spa & Beach Resort is located next dessert, which makes this a must visit while fitness center, two infinity pools, a 3,675 sq. to its sister property, Hotel Marina El staying at Ventus. ft. main pool with children areas, two adult- Cid Spa & Beach Resort, our guests are Aromas – wake up to the comforting aroma only jacuzzis, gourmet eateries, state-of-the- welcome to enjoy both resorts’ amenities, of freshly ground coffee and delicate art convention centers and five beautiful allowing access to each property’s pools, specialty teas. For a sweet treat, indulge in wedding venue options. restaurants, bars and more.” Ventus’ own gelato.

“El Cid Resorts have been accommodating Gourmet Dining & Lounges Lounges and Bars include: guests for over 40 years across México, Guests will have the choice of many Macondo ocean deck bar – offers guests and we’re thrilled to introduce our newest dining options, ranging from eateries international beverages and tropical property to visitors from around the world,” to several gourmet restaurants and cocktails, while delivering a relaxing view of said Carlos Berdegué, President and CEO of bars featuring cuisines from around the the infinity pool. El Cid Resorts. “This stunning resort is an world, along with exquisite wine and Abnia – the elegant lobby bar. exciting addition to our El Cid portfolio, as beverage offerings at Ventus at Marina Zanza lounge bar – located between the it boasts not only breathtaking views and El Cid Spa & Beach Resort. Guests also two main pools with live music in the surroundings, but also provides a modern have the option of dining next door at afternoons, ranging from reggae to jazz, approach and feel to cultural and traditional Hotel Marina El Cid Spa & Beach Resort and more. experiences that will keep visitors returning (restaurants listed below). year-after-year.” Hotel Marina El Cid Spa & Beach Resort World Class Restaurants at Ventus at Restaurants Include: The resort was designed by the team Marina El Cid Spa & Beach Resort Include: El Alcazar – Asian-Mediterranean Fusion headed by Fernando Berdegué Sacristán, Île de France – authentic French fine-dining La Alhambra – International Buffet VP of Construction and new product experience with a superb gourmet ala carte Hacienda Arrecife – Mexican Specialties development, providing top-notch menu. La Marina – Fresh Seafood expertise in constructing sleek, modern Mercado de Dolores – Enjoy authentic La Trattoria Di Gulio – Caribbean meets and comfortable concepts and designs. flavors and ambience in this one of a kind Mediterranean

42 Perspective Magazine October-December 2017 Be ARDA Proud

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Through rigorous Your involvement Together, we advocacy—and with in our community helps influence integrity your support—we us create a culture and growth—driving work to foster a fair of learning and promotes the success of and robust business valued relationships our industry. environment. making us stronger as a whole.

Learn more at www.arda.org/membership.

Perspective Magazine October-December 2017 43 NEWS

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

GNEX Conference Announces NFL Player, Will Blackmon as Guest Speaker

Innovative Vacation Ownership, Hotel I know the sports fans in our audience These information packed, bite-sized & Resort Conference announces Will will enjoy the opportunity to meet Will, sessions will deliver valuable opinions, Blackmon, an NFL safety and return but more so, I know that all attendees data and insights for attendees on many specialist as a Guest Speaker for the will be inspired by his story.” Says Paul varied topics, while creating extended upcoming 2018 event in Miami Florida. Mattimoe, President & CEO, Perspective time and flexibility for networking and Group – who produce the GNEX planned meetings. The Global Networking Experience, Conference. commonly known as GNEX Conference is The conference will also include, a synonymous with attracting senior-level GNEX 2018 which heavily focuses on Keynote Speaker, Guest Speakers. hospitality industry executives to different networking to facilitate new business planned Networking Sessions, Cocktail stunning locations each year, creating opportunities amongst its attendees, also Hours, two Social Events and more… unique business-making environments, promises to deliver even more compelling pushing the envelope with interactive content; appropriately aimed at its senior- GNEX 2018 will be held on the world’s general sessions and delivering level audience. first mega-yacht venue, the $40 million, spectacular social events. 228ft SeaFair Grand Luxe that recently In addition to guest speakers such as Will completed a further $10 million As part of a new format for 2018, Blackmon, the event is also introducing renovation to provide a truly unique organizers have secured Will Blackmon “X-TALKS”, where the “X” stands for event venue that boasts more than 22,000 to speak to the mostly C-Level audience Xpert, Xperience or Xcellence. square feet of meeting space. about “The Art of Resiliency – Setbacks, Obstacles & Tragedy”. Largely replacing the previous format Signature Sponsors for the event are: of hour-long open forum Q&A Panel DAE, Holiday Systems International “I am excited to share my story with sessions, the “X-Talks” will comprise of and INTUITION Brand Marketing. hospitality professionals from around the a solo speaker for a limited time of just Additional sponsors include: Send Me world who can relate to my experiences 10 minutes. Each speaker will qualify as On Vacation, VacationCondos.com, and adopt some of my mindset into their an Xpert, or have significant Xperience Resort Management Services, Resort leadership so that they can help build or has exuded Xcellence related to their Travel & Xchange, Wyndham Vacation winning teams in their organizations.” session topic. Resorts Asia Pacific, Canadian Vacation Says Will Blackmon, NFL Player. Ownership Association, Cooperative Association of Resort Exchangers, Will Blackmon, currently a free agent, has National Timeshare Owners Association. already played 10 seasons in the NFL, formerly for the Washington Redskins, For more information and to register for Seattle Seahawks, Jacksonville Jaguars the event, visiting http://gnexconference. and Arizona Rattlers. Earlier in his career, com/register he played college football for the Boston College Eagles, and was drafted in the To request a sponsorship brochure, visit fourth round of the 2006 NFL Draft by the http://gnexconference.com/sponsorship Green Bay Packers. He also won a Super Bowl ring when playing for the New York About GNEX Conference Giants after defeating the New England With a new destination every year, Patriots in Super Bowl XLVI. a heavy focus on networking, high- quality events, and innovative format, “We are privileged to have such a GNEX Conferences attract senior- talented and inspirational athlete join us level executives from more than 130+ for our 8th annual GNEX Conference. companies across the globe.

44 Perspective Magazine October-December 2017 LATIN AMERICA

Latin America

Perspective Magazine October-December 2017 45 AMDETUR UPDATE

AMDETUR Update AMDETUR Celebrates its 30th Anniversary

The Mexican Resort Development Zozaya were all present to share their but has been fundamental to the timeshare Association (AMDETUR) and the personal experiences and industry insight and vacation ownership industry’s Association of Tourism Timeshare with participants. development in the Puerto Vallarta- Developers and Promoters Riviera Nayarit region. Its support in the (ADEPROTUR) joined forces to hold the AMDETUR celebrated its 30th anniversary organization, operation and logistics of the organization’s 31st annual convention. during the event and held its expo called event made this year’s conference one of The event held in Puerto Vallarta, “Three Decades Transforming Tourism the most successful on record. Mexico also marked AMDETUR’s 27th in Mexico”. and the Puerto Vallarta and annual expo, and included a special Riviera Nayarit marketing and sales Opening Ceremonies marketing and sales forum titled forum “Awakening and Transcending.” The opening ceremony of the event “Awakening and Transcending.” The Association of Tourism Timeshare was attended by Mexico’s Secretary of Developers and Promoters (ADEPROTUR), Tourism, Enrique De la Madrid Cordero, The event was held from June 20-22 at is not only one of AMDETUR’s founders, who discussed how important tourism Hotel Sheraton Buganvillas Resorts & is to fight poverty in Mexico. He noted Convention Center in Puerto Vallarta and that the three top vacation ownership brought together leading personalities countries in the world are the United States, from the timeshare and vacation ownership Mexico and Canada—which is a sign of industry. Resort developers like Abelardo how important timeshare is this region. Garciarce Ramírez, Ernesto Coppel Kelly, He urged entrepreneurs to work together Fernando González Corona, Kemil Assad to show how this region is destined for Rizk Aziz, Pablo González Carbonell, Pablo global competitiveness based on its and José Carlos Azcárraga, Owen Perry, natural and human resources. “We must Gabriel Macías Dueñas, and Alejandro all work together to build a better country,

46 Perspective Magazine October-December 2017 because together we can achieve more and together we are worth more.” De la Madrid said. He acknowledged the presence and involvement of international associations like the American Resort Development Association (ARDA), the Cooperative Association of Resort Exchangers (C.A.R.E), the Canadian Vacation Ownership Association (CVOA), and the Jamaica Promotions Corporation (JAMPRO), an agency of the Jamaican government’s Ministry of Economic Growth and Jobs.

In his speech, Jalisco Governor, Aristóteles Sandoval declared that the innovative capacity of the vacation ownership industry is the result of its entrepreneurs’ commitment, leadership, and professionalism. “It is time for the government to commit to the industry so that together we can co-create what our clients and tourists need, and the infrastructure that needs to be built.” Sandoval called on Mexico to grow as a country and to compete on a global level, mentioning that Mexico has the capacity to double the size of its tourist industry.

Pablo Azcárraga Andrade, President of the National Tourist Business Council (CNET) pointed out that the vacation ownership industry is still relatively young, but despite this, it has shown impressive vigor in recent years, contributing a solid share of Mexico’s tourist GDP.

“The development of the vacation ownership industry has taken place in a completely natural way, complementary to and highly compatible with the growth of the hospitality industry itself.” Azcárraga argued that the hospitality and vacation ownership industries strengthen each other mutually, and that national and international hotel chains that operate in Mexico have been tremendously successful in the vacation ownership segment.

Jorge Herrera Rivadeneyra, Chairman of the Board of Directors of AMDETUR, talked about how AMDETUR has gradually positioned itself as a leading organization in Mexico over the past three

Perspective Magazine October-December 2017 47 AMDETUR UPDATE

decades, propelled by the dedication and He discussed about how Mexico has Jorge Molina, manager of Google Cloud commitment of the 16 people who have numerous competitive advantages that for Google Mexico spoke on the topic of chaired the organization since its founding. distinguish it from other countries like “Digital Transformation of the company “Each and every one of these people access to international tourists and a large through Transformation of its Culture.” have faced challenges in defending the domestic market, which places them in a Jorge told the gathering that failing to be interests of our industry.” Rivadenerya privileged position. present in the digital world would cause explained. He also recognized the support a company to miss 90% of the of resort owners, local association, and • Smart Destinations: the Future of opportunities. Digital transformation authorities, with a special mention of the the Industry enables companies to stay fresh, current head of the Federal Consumer Juan Ignacio Rodríguez, Senior Vice innovative and interesting. Being Protection Agency, Rafael Ochoa, and President of Business Development and innovative and developing new ideas his work with the Senate Committee and Operations at RCI, spoke on the topic of means being free of limitations, being able Trade and Industrial Promotion on drafting “Smart Destinations: The Future of the to identify real and artificial obstacles. the new Federal Consumer Protection Industry.” One clear example of a smart Law. In drafting this legislation, Mr. Ochoa destination is Spain, which has developed Panel Sessions was able to maintain the 5-business-day the concept more thoroughly. Rodríguez Pioneers: Evolution of a Vision cancellation period and avoid obligating pointed out that Mexico also has the Moderated by Ricardo Montaudon Corry, timeshare companies to enter a new Public capacity and investment power to become Chairman of the Board and CEO of RCI Registry, similar to what pawnbrokers a leading smart destination. Latin America, included speakers Pablo must do. González Carbonell, Chairman of the Board • The Power of Digital Marketing of Royal Holiday; Fernando González María de Lourdes Ayala, who chairs Madeline Berges, Vice President of Corona, Chairman of the Board of Grupo the Board of Directors of ADEPROTUR, E-Commerce and Digital Marketing at Villa; Ernesto Coppel Kelly, Chairman of remarked that the Convention was an Interval International discussed “The the Board of Grupo Pueblo Bonito and opportunity to reflect and prove that by Power of Digital Marketing,” commenting Kemil Assad Rizk Aziz, Chairman of the acting in unison, we can take actions to on the importance of using technology and Board and CEO of Royal Resorts. transcend and leave a legacy for new the way in which information, events or generations, a strong industry better photos today have the power to “go viral” Panelists spoke about the evolution prepared to face the future. She added in the digital age. and transformation of the Vacation that the vacation ownership industry has Ownership Industry. the means to transform simple vacations • The Power of Service into a life experiences. Miguel Uribe Maeda, conference speaker • Breaking Paradigms, Creating and service expert, spoke on the topic Unique Experiences Activities “The Power of Service,” highlighting Moderated by David Fuentes, Speakers Convention activities kicked off with the strategies for customer service, sales and were: Jean Pierre Juanchich, Manager of university-company connection program, business development. Uribe explained Crystal Lagoons Mexico; Oscar Moreno sponsored by the Fiesta Americana the keys to success that companies can Leyva, Group Manager for Vallarta Vacation Club, where more than 300 use to improve their operating results Adventures and Roberto Valdés, CEO of students from universities in the Puerto and boost sales, saving money while Grupo Valcas (Vívelo Rancho Tecate). Vallarta and Riviera Nayarit region met generating more clients. with industry representatives for an Each of these participants shared overview of the tourist industry and the • Universal: Bringing Extraordinary experiences on how activities and potential of the world’s vacation ownership Experiences to Life amenities have evolved within their industry, particularly in Mexico. Fernando Flores Kato, Vice President companies to create unique experiences. of Universal Parks & Resort Vacations, Keynote Speakers presented “Universal: Bringing • New Opportunities and Challenges in the • Overview of Tourism in Mexico Extraordinary Experiences to Life,” He Digital Age Overview of Tourism in Mexico was spoke about the origins of theme parks, Moderated by Jim Wehrle, Vice presented by Pablo Azcárraga Andrade, particularly Universal Studios, which was President of the Cooperative President of the National Tourist Business born out of the film industry. Association of Resort Exchangers Council, who described how important (C.A.R.E.), panelists Ryan Williams, Vice AMDETUR’s involvement in the tourism • Digital Transformation of the Company President for Business Development at industry is to this country’s development. through Transformation of its Culture Track Results; Leonel Matiz, Manager of

48 Perspective Magazine October-December 2017 America. The result was a fascinating exchange of opinions and sharing of experiences relating to innovative product development, getting to know new customers, and best strategies for post- sale services.

Evening Activities

GALA DINNER, RECOGNITIONS AND GOLDEN PALM AWARDS The first day of activities was topped off by a spectacular gala dinner which included, for the first time, the presentation of the 2017 “Golden Palm” awards, recognizing major companies whose initiatives and programs have promoted the development and growth of the Timeshare and Vacation Ownership Industry.

Winners included Royal Holiday for the Consulting and Advisory Services for • New Focuses on the Vacation Best Social Responsibility Initiative, Tourist-Oriented Real Estate (TORE) at Ownership Industry Posadas for Best Referrals Program and RCI Latin America; Kevin Schneider, CEO Moderated by Gerardo Rioseco Orihuela, Best Marketing Campaign, Unlimited of SaveOnResorts; and César Ramírez, Vice President of Provac-Grupo Posadas, Vacation Club for Best Product Lead National Partner for Tourism and involved panelists like Alejandro Zozaya, Innovation, Solaz Los Cabos for Best Hospitality Industry at KPMG. President of Apple Leisure Group; Welcome Package and Best Video Alejandro Martín, CEO of Palladium Production, and Interval International for They concluded that the greatest Travel Club; Luis Lara González, CEO of Best Loyalty Program. opportunities for development in Travel Smart VIP Vacations; and Marcos the vacation ownership industry lie Agostini, Executive Vice President MARKETING AND SALES FORUM – in technologies relating to big data, of Global Sales and Commercial “AWAKENING AND TRANSCENDING” because these enable companies to Development at Interval International. Sponsored by Mas Vacations, Resort better know their clients and act in Condominiums International, and Interval advance of their needs. These professionals argued that the International the sales and marketing vacation ownership product has evolved forum was headed up by two well-known • Regional Perspectives on Tourism because today’s clients have different presenters. Alejandra Llamas, from the Moderate by John McCarthy Sandland, needs, so companies have been adapting marketing side, spoke of leadership, Managing Partner of Leisure Partners, themselves to what their customers require. productivity, and a creating positive the panelists were: Jesús Enrique Ramos workplace environment. On the sales side, Flores, Jalisco State Secretary of Tourism; Workshops Jeffrey Gitomer addressed issues such as Álvaro Garciarce Monraz, President of Three workshops were held on specific personal growth, professional preparation the Puerto Vallarta Tourism Trust; and topics including “The New Consumer: and training to take advantage of Fernando González Ortega, President of Beyond Millennials”, moderated by opportunities in world tourism, particularly the Office of Visitors and Conventions for Lourdes Ayala Ochoa, Project Director for in Mexico. the Riviera Nayarit. the Royal Vacation Holiday Club; “New Products: Standing Out in the Market,” Attended by a little over 550 people, the These professionals pointed out that moderated by Rosario Rodríguez Rojo, training session was offered to promoters, hotel occupancy levels in the Puerto CEO of Royal Holiday Vacation Club, sellers, coordinators, managers and Vallarta-Riviera Nayarit region are above and “Multi-Channel Strategies in Post- directors working in strategic areas of the 80%, which means the area is growing at Sale Service,” headed by Esteban Arce main timeshare and vacation ownership a brisk pace allowing for investment in Riqué, RSS Business Development and hotel complexes in Puerto Vallarta and the hotel infrastructure. Strategic Accounts Manager for RCI Latin Riviera Nayarit.

Perspective Magazine October-December 2017 49 NEWS

Perspective News Latin America

Lifestyle Holidays Vacation Club Dominican Republic Receives Five 2017 RCI Gold Crown Award And Other Top RCI Honors

Lifestyle Holidays Vacation Club The distinct developments of Lifestyle (“LHVC”), located in Puerto Plata on the Holidays Vacation Club in the Dominican North Coast of the Dominican Republic, Republic include: The Tropical, The Crown has received five RCI Gold Crown Suites, The Crown Villas, The Royal Awards, one RCI Silver Crown Award, Suites, The Royal Villas, The Residence the Diamond Award for Lifestyle’s Suites, The Presidential Suites Puerto operations team and a Top Seller Award Plata, Dream Suites by Lifestyles Puerto for 14 Lifestyle sales and administrative Plata, The Presidential Suites Punta Cana, executives. RCI, the global leader The Presidential Suites Cabarete, Dream in vacation exchange and part of the Suites by Lifestyles Punta Cana, Dream Wyndham Worldwide family of brands Suites by Lifestyles Bávaro, Dream Suites (NYSE: WYN), presents awards annually by Lifestyles Bayahibe, Dream Suites to the top RCI affiliated resorts. By Lifestyle and Presidential Suites by Lifestyle in Boca Chica, Cofresi Palm RCI Gold Crown® Awards were presented Beach & Spa Resort, Costa Esmeralda, to Markus Wischenbart, President of as well as Villa Park Villas & Suites and program, the industry’s first global points- Lifestyle Holidays Vacation Club and his Cap El Limon in Samaná, both currently based exchange system, RCI provides team, for the Lifestyle Resort properties under construction. For more information flexible vacation options to its 3.8 million of The Tropical, Crown Villas, Crown on Lifestyle vacation experiences, go to RCI® subscribing members each year. Suites, Residence Suites and Presidential www.lifestyleholidaysvc.com or call (809) RCI’s luxury exchange program, The Suites Puerto Plata. An RCI Silver Crown 970-7777. Registry Collection® program, is the Award was bestowed upon Lifestyle’s world’s largest program of its kind with Presidential Suites Punta Cana. RCI is the worldwide leader in vacation approximately 200 affiliated properties exchange with over 4,300 affiliated resorts either accessible for exchange or under “It’s a huge honor for us to consistently in nearly 110 countries. RCI pioneered the development on six continents. RCI is part be recognized by RCI,” said concept of vacation exchange in 1974, of Wyndham Destination Network and the Wischenbart. “We are thrilled to offering members increased flexibility Wyndham Worldwide family of brands continue to receive the coveted RCI Gold and versatility with their vacation (NYSE: WYN). For additional information Crown Resort® Award and the other ownership experience. Today, through the visit our media center or rciaffiliates. RCI prestigious honors which define our RCI Weeks® program, the week-for-week com. RCI also can be found on Facebook, commitment to excellence.” exchange system, and the RCI Points® Instagram, YouTube and Twitter.

Vidanta Announces Grand Opening of the Lakes Course at Vidanta Nuevo Vallarta Vidanta Golf – Grupo Vidanta golf course with Chet Williams, a member of the Jack “As our history demonstrates, Vidanta developer – and KemperSports – the leading Nicklaus Design group, to develop the is constantly at the forefront of golf golf management company in North America unique and funfilled ten-hole, lighted, par and tourism development,” said Iván – celebrated the opening of The Lakes 3 The Lakes Course. It joins the renowned Chávez, executive vice president of Course, the third golf experience in Vidanta Norman Signature Course and the Nicklaus Grupo Vidanta. “We are committed Nuevo Vallarta, on Friday, September 22. Design Course as the third golf course at the to bringing the best of the industry destination, offering guests the option of to our customers, which is why we Mexico’s leading golf course operator enjoying a shorter course during their stay, have developed this first short field and developer, Vidanta Golf teamed up whether day or night. experience, unique in its kind.”

50 Perspective Magazine October-December 2017 ASIA PACIFIC

Asia Pacific

Perspective Magazine October-December 2017 51 ATHOC UPDATE

ATHOC Update 2017 ATHOC Industry Conference - “Bridging the Gap” This year the industry headed off to the Northern New South Wales coast to Salt at Kingscliff. Terrific location for a conference. Close enough, but far enough away! With people flying in from all across Australia and Singapore, it was a great backdrop for 3 days of conferencing and activities.

We heard from a terrific range of speakers from both within and external to the industry. This year’s line up showed a real change to our normal demographic with a number of speakers under 30 giving us brilliant information on how to “Market to the Younger Generation” presented by Ilona Charykova, Social Media Marketing Manager at Wyndham Vacation Resorts; Karri Nicholas, Director of Social Media Management, Send Me Social gave us an overview of the last 20 years of social media, the predicated future and how we can utilise it. This was great information for a room full of people over 50+!! We learnt how Accor Hotels has a Millennial Advisor, Mitchell Cole, who explained his role within the organisation. Guide 160; Richard Munro from the To get the group bonding we took off for Claire Madden, who is a social Accommodation Association filled an afternoon of Bare Foot Bowls next to researcher, engaged us in understanding us in on what was happening in the the beautiful beach at Kingscliff. Always how to inspire the next generation of Accommodation space in general and great to see the competitive nature staff and teams as well as defining Julian Clark spoke with us about “what of the industry at work! ICE put on a Generation Z and the 7 key factors of the we can learn from boutique hotels”. fantastic function at the end of the bowls global generation. and made sure everyone was well fed The CEO panel was once again the and watered. Hostplus brought us up to speed on focus of the conference, providing our the Underlying Issues of the Global delegates with an update on what has All functions were thoroughly enjoyed Economy; everyone caught up on been happening in the industry and more and people definitely made the most the likely changes to our Regulatory importantly where the industry is going. of them.

52 Perspective Magazine October-December 2017 The 2017 ATHOC National Industry Awards The conference dinner this year also Corporate Team of the Year included our annual awards and Human Resources Team congratulations to the following: Wyndham Vacation Resorts Asia Pacific

Excellence in Customer Service Sales Team of the Year Customer Experience Team ASPIRE In-House Sales Team Wyndham Vacation Resorts Classic Holidays Asia Pacific

Resort Performer of Resort of the Year the Year Wyndham Resort Denarau Island Emily Jelich Wyndham Vacation Resorts Asia Pacific Sebel Palm Cove Accor Vacation Club Sales Performer of the Year Tatiana Rees Resort Manager of the Year Classic Holidays Bradley Conder Grand Mercure Puka Park Resort Marketing Team of the Year Accor Vacation Club Marriott Vacation Club Hall of Fame – Winner for 2017 Barry Robinson – CEO and memorable customer experiences, and is President – Wyndham Vacation deeply respected by all who work, or have Resorts Asia Pacific worked, with him,” she added. Barry has a career spanning almost 30 years in the hospitality industry and some Barry has been the driving force 14 years in the timeshare industry with a behind many significant new property major focus on Australia. acquisitions and enhanced resort developments, and he has brought a Barry was recognised for his involvement renewed customer focus to the industry. in the development of the timeshare Under his leadership, Wyndham Vacation industry in Australia, and for his pivotal Resorts Asia Pacific and Wyndham Hotel role in the growth, implementation of best Group have expanded their portfolios practices and innovation of the industry throughout Australia, New Zealand, the over the past 14 years. South Pacific and South East Asia.

“The Hall of Fame recognises individuals In this region, Barry oversees an asset in senior management roles who portfolio in excess of AUD $1 billion have contributed significantly to the with more than 180 hotel and vacation improvement of their own organisation, helped build credibility of the timeshare resort properties either open or under the timeshare industry and the council,” industry in Australia by fostering a high development. said Laura Younger, General Manager of standard of ethics and adherence to ATHOC. “There is no one more deserving industry best practices. “I’m honoured to be inducted into the of this highest honour than Barry.” ATHOC Hall of Fame,” Mr Robinson said. “His leadership has been recognised in “The Australian timeshare industry is a “As a President of ATHOC between many other areas across the industry. significant tourism sector and I’m pleased 2011 and 2016, Barry provided strong He is passionate about our industry, to have had the opportunity to play a leadership for the organisation. He about delivering a great value product, small part in its success.”

Perspective Magazine October-December 2017 53 ATHOC UPDATE

Beneficium Beneficium, owner of resort and member management group Classic Holidays, has announced that it has reached an agreement on the sale of its timeshare exchange company DAE, and its software development company @ Work International, to RCI part of the Wyndham Worldwide family of brands (NYSE: WYN). The deal is subject to customary conditions precedent, including receipt of applicable regulatory approval.

“We believe that this transaction will mark the beginning of a new positive chapter in Beneficium’s, and Classic Holidays’ own history as we continue to focus on the growth of our core businesses.” said Beneficium Chairman Ramy Filo. “In addition, this is a perfect fit for RCI, and this acquisition will provide opportunity for expansion of both DAE and @Work.”

CEO and founder, Francis Taylor, will stay with DAE as Managing Director. “This acquisition will Classic Holidays Expands with New Bali Resort provide DAE with the resources it Classic Holidays has announced Bali’s “We’re thrilled to introduce Classic needs to fulfil its full potential”, said Classic Lofts @ Seminyak Square is Lofts @ Seminyak Square to our Classic Taylor. “It’s a great opportunity for set to be the latest property to join Holiday Club inventory in Bali which the company and its dedicated staff their international resort portfolio for will expand our footprint internationally, around the world.” the Classic Holiday Club. giving our member families more availability and more choice of quality Peter Vanderhorst, Managing Located in the seaside suburb of holiday destinations.” Director of @Work International, Seminyak, Club members will be able will also remain with the company. to book into the luxurious property Only 6km from Denpasar Airport and “We see many opportunities for @ from December, 2017. just north of the bustling streetscapes Work, particularly now it can work of Kuta and Legian, Seminyak is a in parallel with RCI and its network Classic Holidays CEO Ramy Filo highly sought-after holiday destination, of customers.” said the villa-style, 2 bedroom featuring fantastic shopping, accommodation is their first resort restaurants, bars, beaches and nightlife. addition in Bali. Mr Filo said with Bali being such a high “At Classic Holidays, we are always demand destination, Classic Lofts @ looking beyond our horizons to where Seminyak Square is expected to be a our members want to holiday most, major drawcard for members looking to and Bali is one of the top destinations maximise holiday opportunities through in demand,” said Mr Filo. their Classic Holidays membership.

54 Perspective Magazine October-December 2017 ULTIQA Hotels and Resorts Announces Melbourne Expansion South East Queensland-based ULTIQA of cafes, bars and restaurants. The crown following the first interstate Hotels & Resorts announces its first property is one block from the elegant expansion announcement. CEO Mark interstate acquisition with the purchase boulevard of Collins Street and a short Henry says the property is a perfect of management rights to luxury boutique walk to the MCG, Rod Laver Arena, fit for the current portfolio. “Within apartment hotel 140 Little Collins Federation Square, Southbank and the our management rights collection, the operational from early August 2017. Bourke Street Mall. decision to purchase 140 Little Collins ULTIQA Hotels & Resorts, headed by was an easy one as the property ticks CEO Mark Henry, derives its name from This fully self-contained, boutique all the boxes that we believe makes an a condensed adaptation of ‘ultra-modern apartment hotel is part of the ULTIQA traveller experience. boutique apartments’, currently sets redeveloped Melbourne Telephone the standard in South East Queensland Exchange building and features 45 “This addition addresses our desire to accommodation with management rights stunning one, two and three-bedroom deliver self-contained CBD apartment to five exclusive properties in highly modern and architecturally-designed loft- style accommodation in major desirable locations on the Gold Coast, style apartments. metropolitan areas, and is the perfect Sunshine Coast and Brisbane. property to launch the ULTIQA Hotels & ULTIQA Hotels & Resorts has become Resorts Brand into the thriving Melbourne Rebranded to ULTIQA Little Collins, the synonymous with an exceptional market,” Mr Henry said. property is a landmark multimillion-dollar standard of well-appointed apartments purchase and the first interstate property featuring standard inclusions such as Parent Company, ULTIQA Group, is a under the ULTIQA portfolio. full kitchen, European Laundry, separate joint venture partnership between the lounge and free WiFi are dominating the South African Beekman Group and Gold Located at the stylish ‘Paris end’ of corporate traveller and family markets. Coast based Mark Henry, and are actively Melbourne’s CBD, on the corner of seeking to expand their property base into Russell and Little Collins Streets, ULTIQA ULTIQA Little Collins will become the other major metropolitan regions along Little Collins is nestled within a myriad jewel in ULTIQA Hotels & Resorts the eastern seaboard of Australia

Ramada Hotels Partner with Upcoming Launch of Full Professional Golfers Association Cruise Rewards Program for New Zealand’s Professional Golfers Association (PGA) flybuys Travel has chosen Ramada Resorts and Hotels as its official ICE are excited to announce the upcoming launch of a accommodation supplier for the next three years. full cruise rewards program for flybuys Travel in the last quarter of 2017. Under this new partnership, the PGA will be able to book at all existing Ramada properties across New Zealand at a Leading global cruise reward providers I.C.E (International preferred rate. Ramada will also financially support the PGA’s Cruise & Excursions) will bring extensive industry program of coaching golfers with disabilities, sponsor the knowledge, innovative technology and superior call centre South Island Legends Tour and provide a bonus prize to the services to flybuys Travel. Order of Merit winner.

With over 300 leading partner brands worldwide this Matt Taplin, Senior Vice President Resort Operations and new flybuys partnership will add an exciting dimension Property Development at Wyndham Hotel Group South to ICE’s already impressive portfolio, offering flybuys East Asia and Pacific Rim, said the partnership between two customer’s competitive prices, an array of exclusive deals iconic brands is a momentous one. and opportunities to earn accelerated flybuys points on cruises. For ICE it’s another opportunity to bring cruise “The partnership unites our managed and franchised hotels & travel products to the market, and to showcase their and resorts in a move that we believe will raise the profile of award winning customer service. our Ramada brand while providing the golfing community with quality lodging whilst on tour,” said Mr Taplin

Perspective Magazine October-December 2017 55 NEWS

Perspective News Asia Pacific Anantara Vacation Club Launches Loyalty Partnership with Asia Miles Anantara Vacation Club is pleased to now Club Points Owners will enjoy greater over 700 program partners worldwide. offer more opportunities than ever before flexibility and diversity for their travel and The program aims to deliver Life to its upper-tier Club Points Owners. entertainment plans.” Rewarded and offers members extensive Elite Diamond, Platinum and Royal Club opportunities to earn miles through daily Points Owners will have the opportunity Under the new partnership, Anantara spending on a wide range of travel and to embark on a new journey with Asia Vacation Club Elite Diamond, Platinum lifestyle categories, including flights, Miles. This partnership enables Club and Royal Club Points Owners will have hotels, dining, financial services, retail, Points Owners to enjoy a wide range of the option to convert their Club Points technology and more. In addition to options on excellent travel and lifestyle into Asia Miles with Asia’s top travel redeeming miles for flight awards to over offers from Asia Miles partners. rewards program. Club Points Owners 1,000 destinations, Asia Miles members will be able to receive 2,500 Asia Miles for can also turn their miles into fabulous “Our new partnership with Asia Miles every 1,000 Anantara Vacation Club Points awards such as hotel stays at 60,000 is a great benefit for our Club Points they choose to convert. hotels, car rental services in 20 countries Owners,” said Maurizio Bisicky, Chief and over 35,000 lifestyle and experience Commercial Officer. “With the ability to Asia Miles is the leading travel and awards. For more information, please convert their Club Points into Asia Miles, lifestyle rewards program in Asia with visit asiamiles.com.

RCI Adds Two New Resorts to Affiliate Network in China

RCI, the worldwide leader in vacation core markets,” said Jonathan Mills, drive away from Xiamen. exchange (NYSE: WYN), recently managing director of RCI Asia Pacific. welcomed two new affiliate resorts “I am delighted to announce these 2. Fujian Wuyi Hot Spring Resort in China to its exchange network – new affiliations, underscoring RCI’s Blue Bay International Resort and focus on developing this market.” Fujian Wuyi Hot Spring Resort is a Fujian Wuyi Hot Spring Resort. With well-designed boutique resort hotel these additions, RCI’s portfolio in The new affiliated properties include: located in Wuyishan, the southeastern China now boasts over 60 properties. part of China, a popular destination This agreement allows 3.8 million 1. Blue Bay International Resort for domestic travelers. Comprising RCI members to access vacation 25 units scheduled to open end 2017, exchanges in China. Located in the Gulei Economic each unit is equipped with en-suite hot Development Zone in the south spring tubs, in-room sauna and spa “We believe that timeshare is currently coast of Zhangzhou, Fujian, Blue Bay facilities. The resort boasts two on-site the new preferred way of consumer International Resort features scenic restaurants, 108 natural hot springs leisure travel and are confident that our beaches, lush forests and tranquil and a swimming pool. The resort partnership with RCI will boost Hooray lakes. In addition to its beautiful is a 50-minute drive from The Wuyi Island’s presence in the international natural surroundings, the resort also Mountains, a UNESCO World Heritage market. We know that RCI is the right boasts an 18-hole championship Site rated for its cultural, scenic, and partner for our brand given its 40 years golf course with premium golf biodiversity values. All resort rooms in the business,” said Mr. Luo, CEO of club amenities, five-star hotel are decorated with environmentally- Hooray Island Resorts World. accommodation and MICE facilities, friendly material, reflecting the natural an RV campsite, a world-class water theme of the resort, and giving the “Vacation ownership continues to theme park and a yacht club. With the space a sense of place. lead in the hospitality and leisure completion of the Coastal Chase Road industry with steady growth, and targeted to end by 2018, Blue Bay For more information, visit www.RCI. China continues to be one of our International Resort will be a 50-min com or www.RCIAffiliates.com.

56 Perspective Magazine October-December 2017 EUROPE, MIDDLE EAST & AFRICA

Europe, Middle East & Africa

Perspective Magazine October-December 2017 57 CONFERENCE REVIEW

RDO8 Conference Highlights

This year we returned once again to the chosen, because we strongly believe that chairperson at the November 2015 Board beautiful Don Carlos Leisure Resort & the best way for our industry to face the Meeting, then opened up RDO7 conference Spa located in gorgeous Marbella. For challenges of the future, is to work together. in London last year. We look forward to the duration of the conference we were Collectively we have one of the strongest continuing to work with Susan during her treated to perfect blue skies. Of course organisations within the travel and tourism time within this role which she has proven this is what we’ve come to expect from industry and we are extremely proud of to be excellent at. this amazing area of Spain; it is the Costa how much our members support each del Sol after all! Attendees were treated other. While there are tough challenges We wish to extend our thanks to our to exceptional service, delicious food ahead, we are confident that together we Platinum sponsors, CLC World Resorts & and drink, excellent entertainment and can overcome these and not only survive Hotels, Diamond Resorts International, a stunning resort both inside and out, but thrive, as part of the globally booming Interval International and RCI, our Gold all bathed in glorious sunshine. The Don travel and tourism sector of the economy. level sponsors, Dial An Exchange, Carlos Resort is modern and luxurious, Generator Systems and Shawbrook Bank, proving once again to be the perfect The conference was once again opened by to the conference working group and venue for the annual RDO Conference. RDO chairperson, Susan Crook, Director to Robin Mills, who once again did an of Legal Services and European General outstanding job as conference moderator. For this year’s conference, the theme Counsel at Diamond Resorts (Europe) Each year Robin brings his wealth of “Together, Towards, Tomorrow” was Limited. Susan began her tenure as RDO industry knowledge to the conference, that

58 Perspective Magazine October-December 2017 he uses superbly to stimulate debate and engage with delegates.

Keynote speakers This year we had a brilliant line-up of keynote speakers who each brought something completely unique and inspiring to the event. To kick off proceedings in energetic style, RDO attendees were treated to a fantastic and lively session by Chris Barez-Brown. The mood of Chris’ style of presentation was set right from the start when he asked everyone to stand up, turn to their neighbour and give them a hug. Of course from then on, we couldn’t help but to feel enthusiastic!

The theme of Chris’ session is entitled ‘Upping Your Elvis’, inspired by Bono’s signature question “who’s Elvis round here?”. In other words “who here is a bit of a maverick, breaks the rules, gets stuff merely going through the motions of life tourism industry has changed forever, and done?”. While it might seem that this is fixed and not realising our true potential as the Nigel wanted to strongly emphasise this, within only a rare few, in fact Chris believes creative individuals we can all be. This was because he believes that without adapting, that everyone has a bit of Elvis inside them a wonderful start to RDO and got everyone times could get a lot more difficult for the just waiting to be released. His session was geared up for a brilliant couple of days of timeshare industry. centred around helping attendees to learn creativity and motivation! how to think more creatively, shine more He highlighted both positive experiences brightly and have more fun in everything Nigel Risner, a highly acclaimed he has had with businesses, such as one of they do and then in turn pass this energy motivational speaker with many years his favourite food restaurants in America, onto their resort teams. of experience once again returned to and by contrast a very strange and negative the RDO, to deliver another powerful experience he had at an electrical store in This was a session filled with enthusiasm presentation. He is the only European the UK. What these two instances showed and fun which included attendees standing up and telling their neighbour a made up story on the spot, making paper planes The theme “Together, Towards, Tomorrow” was chosen, and flying them at the stage, and writing down where they have their most creative because we strongly believe that the best way for our industry thoughts! Almost everyone was in agreement that their most creative ideas to face the challenges of the future, is to work together. and thoughts come while doing some kind of activity like walking, cycling, or even in motivational speaker to have been awarded more than anything is how businesses need the shower. By contrast it seemed no one Speaker of the Year from The Academy for to adapt and serve the customer, because if felt most creative while stuck in an office Chief Executives, and he certainly didn’t the customer is not happy they will quickly meeting or staring at their computer. disappoint at this year’s RDO. find somewhere else to spend their money. Not only will they not recommend your The gist of what Chris was getting at was Nigel offered a huge amount of humour business, but a bad experience will also clear: to think more creatively we need to and enthusiasm, like Chris, but his cause your customer to actively criticise challenge the status quo of how things are approach is also quite different. Nigel your service. traditionally done within most businesses aimed to shake up the audience and get and mix things up, have more fun and them out of their comfort zones with the A big part of Nigel’s message was that inject more energy into our lives. For many shocking realisation that things as they are people are not all the same and in fact fall of us we are almost stuck on auto-pilot, aren’t working. Like it or not, the travel and under four broad categories of personality:

Perspective Magazine October-December 2017 59 CONFERENCE REVIEW

• Lions - straight-forward, tenacious and deposit on a house and live the ‘normal need super-hero powers, but you really purposeful life’ that seemed so out of reach when he can make a difference to other people’s • Monkeys - dynamic, creative and energetic was younger. At the final moment when it lives. Jamie is a very humble person and • Elephants - capable, analytical and often came to sign though, he decided he didn’t put across the point that if he can do these more sensitive than they let others see. want to follow that path and instead took things, then anyone can! • Dolphins - supportive and perceptive of the decision to cycle the 14,000 miles from others’ emotions. Bangkok to his hometown Gloucester, to Guest Speakers raise money for the hospital that had cared Freddie Herbst, commercial director of This forms the basis of his latest book for him when he was a child. During this BrandsEye, spoke very convincingly about “It’s a zoo around here.” The theme time he was shot at, faced starvation and how brands can use accurate opinion data is that leaders cannot treat all of their slept rough, but he made it and raised a lot to dominate future markets. Nowadays, team members the same way, and also of money in the process! brands have access to more data than your customers cannot all be treated ever with social media, blogs, online data exactly the same. This is because the Just a few days after this he decided to forms and more, but very few are using type of communication that works with attempt to break the world record for this data effectively. one person, will not necessarily work static cycling, again to raise money for with another because of these different charity. He not only beat the record, that As Freddie explained during his personality traits. Businesses and their had previously stood at 224 hours and presentation this is a big mistake for leaders need to become more adaptable 24 minutes, but smashed it, managing companies and a huge missed opportunity, in order to be able to survive the huge to pedal for a world record breaking 268 especially in today’s highly competitive changes and challenges that exist due to hours – more than eleven days. This was market-place. While there has been new technology. By adhering to what Nigel an absolutely incredible feat of human significant growth within the Travel and suggests though, this is definitely possible. endurance! Not only had Jamie at one time Tourism industry in recent years, there is been faced with never walking again, but he also heightened competition for hotels Jamie McDonald, our third keynote had previously never been a strong cyclist. and resorts especially from the likes of speaker at RDO8 delivered a dynamic, Airbnb which itself uses social media and humorous and very emotional presentation This got him thinking about what else he technology very effectively. full of tales of adventure and incredible could achieve if he just put his mind and endurance. What he maybe lacked in terms heart into it. Instead of taking a break, he During his presentation, Freddie showed of polish due to being relatively new to the then decided to embark on his his biggest how by working with BrandsEye, timeshare world of motivational speaking, he more and most incredible adventure yet. In developers can accurately understand how than made up for in how he captivated the February 2014, a year after he started, guests feel about our products, services audience. Jamie detailed the extremely Jamie became the first person in history and those of their competitors, by using tough start in life he had, including facing a rare spinal disease that saw him forced to spend a large proportion of his first nine …this could be a significant opportunity for years of childhood years stuck in hospital. He was even told by his doctor that there resorts to diversify their product to fit this was a strong possibility that he would be unable to walk. increasing preference.

This of course was shocking news for him to run 5,000 miles from the Atlantic coast opinion mining. This data can be used to and his family, but his mother wanted to the Pacific coast across Canada without improve products and services and improve to motivate him so persuaded him to try the aid of a support crew. He faced -40°C the guest experience, but by failing to do tennis in the back garden. Jamie realised temperatures, injury, lack of food and this guests may well look elsewhere. he loved tennis and movement in general. water and other huge setbacks. Despite Despite the odds being stacked against everything though, he made it, again Lisa Migani, FNTC, Director Business him he was able to overcome the disease, raising a huge amount for charity and Development and Peter Robinson, CEO, much to his doctor’s surprise, and even had becoming a media sensation, leading to his AIPP & Partner, ProMatura International ambitions of playing at Wimbledon. current career as motivational speaker. gave a very interesting insight into the lucrative market that is now being Later, working as a tennis coach he His main message at the conference was created among older Baby Boomers. This managed to save up enough money for a that everyone can be a superhero, you don’t generation may be getting older, but unless

60 Perspective Magazine October-December 2017 they are especially frail or ill, they are not into the most effective personalisation easier, but it has also lead to increasing looking to go into a nursing home. Rather, and marketing techniques, that when impatience and consumer demands. As there is a new form of housing being implemented correctly can drive a proven Daniel pointed out, we are now living in an created, that is especially popular in the US: 6% uplift in digital bookings. From this Expectation Economy. retirement villages. extensive research, brands including those within the timeshare industry can finally Leisure travel is an experience-based These differ significantly from nursing understand what works and what doesn’t activity, which carries a complicated homes, because instead they are all about in eCommerce. customer journey. It has long been a an active shared community offering dilemma for leisure travel businesses quality amenities and plenty of things to do. It may seem obvious when looking around, to understand what actually motivates As increasing numbers of Brits and other how much mobile technology and high customers to book travel experiences older Europeans are looking to downsize speed internet has shifted consumer online. The research conducted by Qubit their main home and acquire another shopping habits, but there are still many can help brands to drive digital bookings leisure home either in their own country brands that have failed to have completely through the most effective personalisation or abroad, this could be a significant grasped the changes underway. Consumer and marketing techniques. opportunity for resorts to diversify their expectations continue to rise as technology product to fit this increasing preference. improves and becomes quicker. One From Geoffrey Breeze, Executive Director example Daniel highlighted is how for each of the World Travel & Tourism Council, we From Daniel Bensley, Business year after Uber was introduced into a city, were all reminded of how important the Development Manager at Qubit, we the time someone was prepared to wait for travel and tourism industry is for the global gained a fascinating insight into the a taxi decreased by a minute. Technology economy, accounting for 10% of Global company’s’ latest groundbreaking research has in many ways made our lives GDP and 1/10 jobs on the planet. This

Perspective Magazine October-December 2017 61 CONFERENCE REVIEW

sector of the economy is absolutely huge and continues to grow year on year with a 3.3% growth in 2016, and a forecast 3.8% GDP growth and 2.1% employment growth in 2017.

The timeshare industry plays a very important role with this huge sector of the economy which all delegates should be proud of. What Geoffrey also wanted to stress, as this is the International Year of Sustainable Tourism for Development, is how there is significant purpose beyond profit.

Not only does travel and tourism create massive profits, but it also creates millions of jobs; 292 million in 2016 in fact! Employment in turn creates a more peaceful and stable world. In addition to the obvious measurable benefits, it is also a bridge to a better mutual understanding was completely dedicated to his goals in within the field of business growth and among people from all walks of life. life, he also strongly made the point to staff engagement, she has discovered This also leads to further peace which is delegates that his journey was not just a common problem among many something that should be cherished and about him, but also the many people that company cultures: the staff simply do fought for. Geoffrey urged delegates to believed in him along the way and gave not feel motivated enough to see the help fight to keep borders open and work him opportunities. While hard work is business succeed. with governments to increase freedom of important, if you do not form valuable movement and opportunities for all people relationships with the people around you, Some business leaders might look at this to enjoy travel. then this will only get you so far. As CEO and think the staff are being lazy so there of Hapimag, Hassan aims to strongly should be more discipline or sanctions, We learned from Hassan Kadbi, CEO of instill this sense of community and care or instead persuaded to work harder with Hapimag, why he believes “it’s all about the people” as he took delegates on his personal journey. He has a remarkable Staff should be encouraged and supported to personal story, having been born in 1978 in war torn Beirut in Lebanon, growing have “Stretchy Thinking” i.e. to be able to think up with the very real threat of devastating explosions. Through incredible dedication outside the box. and determination though, he was able to work his way up “through the ranks” in the for others into every area of the business. incentives. This is exactly where leaders hospitality industry. As he showed, the brand is focused on so are failing though and Rebecca even saw much more than just room nights, but a this within her own company at one point. He joined Hapimag back in 2005, as a whole experience for guests to enjoy and Instead, staff should be encouraged and Resort Manager in Bodrum, later becoming cherish, something the timeshare industry supported to have “Stretchy Thinking” Area Manager for Greece, Morocco and as a whole can definitely do going forward. i.e. to be able to think outside the box and Turkey and finally as a Chief Resorts Officer become more creative. One of the biggest and a Member of the Executive Board. Our final guest speaker, Rebecca Jones, steps towards this needs to be that staff are By this point he was responsible for all also known as the Red Shoe Business allowed to trusted to make decisions, come Hapimag resorts and became CEO in Woman, presented the case that many up with new ideas and even fail. November 2016. brands and their leaders need to change the ethos within the company. Speaking It is only through trying new things and While Hassan worked extremely hard and from her many years of experience being able to fail without being made to

62 Perspective Magazine October-December 2017 look stupid, that businesses expand. In other words business leaders need to be “enterprise enablers”, by encouraging all staff to draw on their “Enterprise Within”, suggest new ideas, try new approaches and help your business to grow. As your staff feel more comfortable and trusted to make suggestions, they will also appreciate working for your business and see it as more than just a job but instead a career they are proud to discuss with friends and family!

Ask the Lawyers! At the legal panel session on the Tuesday, Eugene Miskelly, José Miguel Echenagusia, Rob Webb, Paul Gardner Bougaard and Chris Emmins brought us up to speed on some of the most significant challenges the industry is facing at present, and how we are addressing them. may well have been stolen if they are cold been made (at this stage we cannot release called, that there are considerable risks individual names) and others are imminent. Following the 70+ Spanish Supreme Court in taking any court actions (see what is rulings on timeshare, the lobby to have happening in the food poisoning cases), A gap in consumer protection arose as a the wording of the Spanish timeshare law that they don’t necessarily need to pay result of the TATOC liquidation and the changed to clear up the mis-interpretation money to a claims company to achieve the closure of the TATOC Helpline and it made of the Act is now a top priority for RDO. service they require etc. A series of generic sense for KwikChex to offer an enhanced Claims companies have been taking messages, it was agreed, would best come consumer service, given that it has been full advantage of the situation and have from KwikChex, which is Trading Standards handling consumer complaints for some been actively targeting owners, making accredited and seen as an independent, time now. The resulting telephone Helpline assertions such as that all timeshare contracts in Spain have been declared ‘illegal’, which of course is not the case. RDO has been working closely with law enforcement

As a result, there has been a great deal authorities primarily in the UK but also in Spain, of behind-the-scenes lobbying on a number of fronts, which we hope will tackling the activities of rogue claims companies. result in a positive outcome for the industry in the year to come. Much of trusted and impartial third party. This is serves customers in a number of languages this activity would, of course, have been particularly important as some owners have and Trading Standards has been invited impossible without the special levy been under pressure by claims companies to review the service on a monthly basis. payments made by the vast majority of to cease all contact with their developer and RDO members are encouraged to direct full members earlier this summer. previous attempts to communicate with owners with queries or complaints about them fall on deaf ears. non-member companies to KwikChex. Responding to questions from the floor, the panel agreed that whilst now is not At a time when there has been a surge KwikChex has also been liaising closely the time to go out to the media as just 10 of spurious claims against the industry, with the Information Commissioner’s Office rulings have been made in favour of the making life difficult for many developers, (ICO), which, until recently, had failed to industry, a strategy should be launched through KwikChex, RDO has been working react when confronted with evidence that to communicate with owners, explaining, closely with law enforcement authorities suggested that timeshare owners’ contact amongst other things, that there is a lot of primarily in the UK but also in Spain, details had been stolen. It has, however, misleading and false advertising both on tackling the activities of rogue claims now indicated to KwikChex that it is to line and in print, that their customer data companies. Some arrests have already prioritise the timeshare sector.

Perspective Magazine October-December 2017 63 NEWS

Perspective News Europe & Middle East Hospitality company has been named a FTSE4Good constituent, building on key CSR achievements contributing to business success

In addition to a half decade of The annual Wyndham Worldwide Human Rights & Ethics: Wyndham recognition in North America by the CSR report is prepared in accordance Worldwide is committed to combatting Dow Jones Sustainability Index, with the Global Reporting Initiative human trafficking and protecting Wyndham Worldwide (NYSE: WYN) is and aligned with the UN Sustainable human rights. In partnership with for the first time being named a socially Development Goals framework. The the Polaris Project and ECPAT-USA, responsible leader in Europe through the recently released report highlights Wyndham Worldwide provides owners FTSE4Good Index Series. FTSE4Good accomplishments in 2016-2017, across and franchisees the tools to identify measures the performance of companies Wyndham Worldwide’s CSR focus human trafficking through training demonstrating strong environmental, areas: philanthropy, environmental and awareness campaigns. Wyndham social and governance practices. sustainability, human rights and has donated more than two million ethics, diversity and inclusion, and Wyndham Rewards points to victims of Wyndham Worldwide has built Corporate associate wellness: human trafficking to provide them safe Social Responsibility into its business places to stay. to deliver great experiences for its Philanthropy: In 2016, Wyndham customers, results for its shareholders, Worldwide established a global In addition, Wyndham Worldwide and service to its communities. Building partnership with Save the Children to has established a global network of on five consecutive years of recognition improve the lives of future generations Compliance Champions to provide as a Dow Jones Sustainability Index around the world. The Company also guidance for associates on acceptable hospitality leader in North America launched the Associate Relief Fund standards of business conduct, in for its responsible business practices, to help employees in hardship and addition to providing leadership the Company’s 2017 inclusion in the expanded the Wyndham Rewards point development programs to embed FTSE4Good Index series cements charitable donation program. compliant and ethical decision making its global leadership. The continued into everyday business. As a result, improvements that form the basis Reflecting Wyndham’s culture of the Company has been named one of for these recognitions are reflected giving and service, Wyndham Rewards the World’s Most Ethical Companies in Wyndham Worldwide’s newly members donated over 9.9 million by Ethisphere. released 2016-2017 Corporate Social loyalty points to charities; more than Responsibility (CSR) Report. 5,800 associates participated in at Diversity & Inclusion: Diversity is at the least one full-day volunteer activity; heart of what Wyndham Worldwide “Europe has long been a leader in and timeshare owners donated over does: travel enables people of varied environmental sustainability and other 120,000 pounds of food to community nationalities and backgrounds to meet responsible business practices, so to food banks. and experience different cultures, be recognized by FTSE4Good means raising our collective understanding our initiatives are increasing the shared Environmental Sustainability: Efficiency and appreciation for each other around value of CSR beyond expectations,” projects and effective measurement the world. Wyndham Worldwide is said Faith Taylor, senior vice president, enabled the Company to reduce carbon a recognized leader in diversity and corporate social responsibility, emissions intensity by 33% and water was named among the DiversityInc Wyndham Worldwide. “Part of how intensity by 20%. Wyndham Worldwide Top 25 Companies for Diversity in companies achieve their CSR goals developed real and measureable 2016, marking the fifth year in a row is through more effective measuring targets to help address its impact on of the Company’s inclusion the Top tools, and after more than five years of climate change, and the Company 50. Continuing our commitment to reporting, we’re now able to see how has set a new goal of reducing carbon diversity in our supply chain, we holding ourselves accountable translates intensity by 40% and water intensity by achieved a 13% diversity spend rate to business success.” 25% from 2010-2025. last year.

64 Perspective Magazine October-December 2017 Perspective Magazine October-December 2017 65 ADVERTISER’S INDEX

I N D U S T R Y E C T I V E O N THE HOTEL AND RESORT A G L OBA L P E R S P OCTOBER-DECEMBER 2017 e vWE SHARE i RLD PerspectTH E WO SUPPORTERS OF THIS EDITION

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66 Perspective Magazine October-December 2017 Introducing the NEW C.A.R.E. Supplier Search System! C.A.R.E. memberships now include an important new benefit that matches inventory NEEDS with inventory SUPPLIERS!

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Perspective Magazine October-December 2017 67 Not a C.A.R.E. member? Join today at CARE-Online.org and connect with the newest C.A.R.E. benefits instantly. 68 Perspective Magazine October-December 2017