Do You Have Owner Engagement?

10/21/2015 Unknown
The hospitality industry chatter these days is all about maintaining owner, member and guest engagement. An engaged owner/member/guest is a loyal owner/member/guest. How do you know if your owners are engaged with your resort? According to much of the current research, there are a few behavior traits that are representative of highly engaged owners. Some of these traits will be obvious to you when you read them, but you may not have thought about them enough, nor acted upon them as much as you should to maintain engagement. 

Your Owners are Engaged When:

  • They loyally keep coming back to you. They are the owners who visit your resort time after time, who book weeks in advance, and who are always current in their fees.
  • Engaged owners tell their friends and family members, colleagues and new acquaintances about the resort. They use their social media networks to display pictures of their vacation and to broadcast to all about the great time they had at the resort. They bring their friends and family members with them on vacation, and those friends and family often decide to become owners too. Engaged owners may be your best salespeople!
  • Engaged owners give you needed feedback. When you send out newsletters, e-blasts and posts to social media, your engaged owners and guests respond to your questions and requests. They appreciate you telling them about all the good things you are doing for them. In short, they are invested in your brand and are vital contributors to the promotion of your brand. They also may have good suggestions on what you can do to improve and to maintain their loyalty. 

Treat Them Well

Don't ever let the lure of making more new sales ever cause you to forget about your current owners. Be constantly on the look-out for ways to engage with owners. 

Communicate

Communication is key in any relationship. In the timeshare industry it should start at the moment of sale and continue consistently throughout the owner/resort relationship. Use all forms of communication that are available, and match the communication to the type of message you are sending, the person who is receiving the information, and the particular occasion.  

Use social media tweets, Facebook, Snapchat for sending quick resort updates and pictures of special events. Owners need to know about all the good things you are doing for them. E-mail a newsletter with notices of improvements, added activities or special owner events. Don't forget phone calls and personal written notes offering congratulations, expressing sorrow for a loss, or just thanking them for being such a good member of your timeshare community. This type of communication may be just what an owner needs. 

Know Your Owners

Communication can only be effective if you know your owner. Make sure that you and your employees consistently engage with your owners. Taking the time to really know your owners, to know their family, their likes and dislikes, and staying aware of events happening in their lives, enables engagement and fortifies connections that can last for a lifetime. 
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Prominent Member of the Timeshare Community Dies Doing What He Loved

10/14/2015 Unknown
Rob Millisor, co-founder of Breckenridge Grand Vacations (BGV), died October 8 doing what he loved to do most. He was on a philanthropic visit to the earthquake-impacted area of Nepal. Millisor, 51, was one of the industry's most successful, philanthropic and community involved members.  

In a notice we received from BGV, the company said, "The BGV family is extremely saddened to share that Owner and Developer Rob Millisor, passed away yesterday during a philanthropic visit to the earthquake-impacted area of Nepal. He was hiking on a beautiful day when he felt ill, lied down to rest and then passed. No additional details are known at this time. Rob was in Nepal doing what he loved—helping others. The entire BGV family is heartbroken over his loss."

Millisor is a well-known figure in the Breckenridge Resort Community.  In 1984, Rob and his brother Mike began BGV and developed its award winning properties, Gold Point Resort, Grand Timber Lodge, and Grand Lodge on Peak 7 and Grand Colorado on Peak 8. BGV is recognized as one of the most successful, independent developers in the industry. 

Throughout his company's success, Rob has always been known for his community and philanthropic involvement. He served as chairman of the Breckenridge Resort Chamber Board and as a Breckenridge Town Council member.  At the time of his passing, he was on the executive committee of the Summit Foundation, an umbrella organization that distributes donations to local non-profit organizations. In 2015 BGV gave a $1 million endowment to the Summit Foundation. 

Just this September, BGV was awarded with the 2015 Philanthropy Award for Outstanding Large Business from the 25th National Philanthropy Day (NPC) Colorado, a project of the Colorado Chapter of the Association of Fundraising Professionals. The award is given to Colorado companies with 100+ employees that exhibit a dedication to building a philanthropic culture in their organization through charitable support, and by urging employees to seize opportunities that produce positive effects in the community.

Rob exemplified what it means to be a successful timeshare resort developer. He always remembered what was most important to his success, as he stated recently, "My partners and I have always believed in giving back to the community that we’ve called home. As our success grew, we felt even more committed to supporting Breckenridge."


And as in the words of John Buhler, Breckenridge Ski Resort COO and VP, "We are shocked and saddened by the sudden death of our friend and colleague, Rob Millisor. Rob's philanthropic impact alone has been unequaled locally, both through generous charitable giving and local service. Millisor demonstrated a commitment to this community both in words and actions."
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How Important is a Timeshare Management Company?

10/07/2015 Unknown
Sometimes it takes more than a Home Owners Association to manage a timeshare resort. Problems may arise that are not within the expertise and capabilities of the HOA. Board members may have other jobs and responsibilities that preclude their timeshare duties, there may not be enough owners willing or able to take on all the responsibilities of managing a resort.  It may be time for the services of a professional timeshare management company. A timeshare management company can help identify cost savings and revenue-generation opportunities to keep your resort functioning at a high level. 

Advocacy and Compliance 

A timeshare management company can also advocate for owners and help to ensure compliance and protection of the owners' investment. Unexpected contractual disputes can occur such as one recently mentioned in a Conde Nast Traveler article. A couple with a timeshare in Aruba received an unexpected special assessment invoice, in addition to their yearly maintenance fee. Nowhere in their timeshare contract could they find where it said they were obligated to pay. The resort told them that the assessment was industry norm and threatened to take their timeshare away if they didn’t pay. A timeshare management company has the expertise to do the research and help resolve issues like this.

Other Services Provided

A professional timeshare company provides comprehensive services necessary for the successful operation of a resort. They can provide full or partial operational resort services. Here are some of the services timeshare management companies provide:
  • Technical and Legal Assistance
  • Resort Operations
  • Financial Services
  • Transient Rental management and marketing
  • Employee and Owner Services
  • Communications
  • Property Maintenance

What To Consider

There are several considerations to think about when looking for the right timeshare management company. One of the oldest and largest timeshare management companies, Grand Pacific Resorts, shares some universal considerations to ask about when considering a management company:
  • A long-term plan for your resort- The management company should have at least a five-year revenue and reserve fund plan for your resort as significant change takes place over time.
  • A successful rental program- Income from rentals is important for the health of the association. Make sure the company has a successful track record with other resorts and know how they plan to market unused nights.
  • Low employee turnover- Loyal employees provide the best service, reinforce the resort’s value and drive additional rentals and resales. 
  • High owner engagement – The company should regularly communicate with owners.  Attempts to contact and reengage with delinquent owners should be made. Both good and bad feedback should be actively solicited.

In addition, find out if the company does a professional reserve study with timeshare-experienced consultants? Does it offer a robust activities program? Does it take ownership of the resort while welcoming board involvement? And does it offer a complimentary consultation before you sign on the bottom-line. 
Running a timeshare resort is not easy. It requires management that is experienced, knowledgeable in all areas of resort operations, and has your best interests in mind. Do the research and take your time in finding the best management company for your resort.
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Can You Place a Value on Vacation?

9/30/2015 Unknown
The answer is yes! The proof is in the research. Over the past decade, there's been much research done on the effects of vacations on health, work performance, relationships and lifestyle. The on-going Framingham Heart Study found that there is a 30 percent greater heart attack risk for men who didn't take vacations, compared to those who did. Women who took vacations only once every six years were almost eight times more likely to develop heart disease or have a heart attack, compared to women who vacationed at least twice a year. And it's not just health risks at stake.

Harvard Business Review says your brain needs to take a break from work once and awhile. Taking periodic breaks helps you to gain fresh perspective and energy, and an engaged brain does better on the job!

Bad Things Happen When You Don't Take a Vacation
  • More stress is added to your life
  • Work performance suffers
  • Your relationships suffer
  • Your brain suffers from decreased mental stamina
  • Your overall health suffers
According to the latest news from ARDA (www.arda.org), 169 million Americans did not take their earned vacation days last year, AND 429 vacation days went unused in 2014!  You know you need to take vacations because 60 percent of you feel you deserve a vacation, yet 59% of you feel you are vacation-deprived. Take a vacation. If you don’t you run the risk of total burnout!

Good Things Happen When You Do Take a Vacation
  • Your brain becomes healthier and you feel happier
  • Strengthens family bonds and personal and professional relationships
  • Restores energy and improves your performance, making you more productive at work
  • Reduces the risk of heart attack and other stress-related illnesses
Owning a Timeshare Increases Your Chances of Vacationing

If you've owned a timeshare for any length of time, you already know that the timeshare industry promotes taking regular time off, especially with family and friends. Vacation ownership offers the perfect opportunity to de-stress in the resort of your choice, with plenty of space to spread out and privacy to unwind. In addition, there's a choice of 1,000 different timeshare locations around the world, and a substantial savings over regular hotel vacations. Timeshare owners save $18,160 over 18 years of vacationing with timeshare, compared to an average hotel vacation over the same time period. That alone is enough to reduce a lot of your stress!

Howard Nusbaum, ARDA President and CEO, states, “timeshare owners tend to think of vacationing as a necessity not a luxury, as a recipe for happiness. How do you place a value on that?"  Pretty easily when you include all the other benefits of vacationing too!

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Do We Need All Those Conferences?

9/23/2015 Unknown
It seems like every week - sometimes even daily - there is some form of industry conference to attend. With the rise of digital networking, many believed that the need for face to face interaction would diminish. After all, it's much easier to watch a webinar in the comfort of your office, then to deal with the hassle of airport lines and rental cars. And there's all that time and extra work to prepare to leave and to catch up on when you return. But conferences are not diminishing, in fact, the opposite is true - they are big business in all industries and the timeshare industry is no exception.

Statistics from the U.S. Bureau of Labor indicate that conventions and other such events are expected to expand by 44 percent from 2010 to 2020. That’s well beyond the average projected growth of other industries. The timeshare industry is following the convention trend. We've got GNEX, SOIC, Regional ARDAs, Fall ARDAs, Annual ARDA, the Canadian Resort Conference, and the list goes on. 

Are They Worth It?

The Good

  • Networking
Conferences offer networking opportunities. Connections are made that can be good for your business. Even if it isn’t right away, that cocktail you had with a business owner may result in a beneficial future relationship. 
  • You might learn something
Conferences can be a valuable learning tool. People new to the industry can gain valuable knowledge from the seminars and workshops.Veterans can update their skills and keep on top of trends.
  • Exciting and Stimulating
Conferences can be exciting, especially if you are a speaker and you get a lot of attention as you expound your views for all to hear. As a participant, there's usually something to take away from the conference that stimulates.
  • Regional conferences 
Regionals can be especially helpful for those working at resorts who can't get away to attend the bigger conferences.

The Bad
  • Too much of the same thing
With so many conferences, information is often repeated. The same speakers tend to be at all conferences.
  • All about the location
Conference planners are determined to find the most fascinating location for the conference. Sure it's fun, and our industry is all about great locations, but how much actual work is getting done?
  • Lost productivity
Who’s minding your business while you are away? That time away from the business can mean a loss of productivity. First, there’s all the prep work you need to do to get away for the week—you might have to train someone else to do your job or to take over responsibilities, and when you get back, more time is needed to catch up on all that you missed. 
  • Too much hype
There really is a conference industry for those companies that don't want to plan their own. The conference industry is so big that it has its own conference and industry awards. Ever notice how many vendors set up shop at the conferences and post their company names all about? They are sponsoring conferences to sell their products and fortify their connections to members of their distribution chains. Sometimes it seems like this interaction is overshadowing the true purpose of conferences.


We'd like to hear about what you think. Is our industry having too many conferences? Could we spend the time more productively? Comment below with your views!

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Change or Be Challenged

9/16/2015 Unknown
Those were the words of emcee Jim Madrid, owner of Advance Corporate Technology, as he offered the closing remarks at the 2015 Canadian Resort Conference (CRC). The CRC, one of the major events of the timeshare industry, ran September 9-10 at the Pan Pacific Vancouver Hotel in British Columbia. 

Words of Wisdom 

"As industry leaders, we cannot be content with simply staying the course and following the trends. We need to step up our game by setting the course," stated Canadian Resort Development (CRDA) President, Jon Zwickel. 

In his guest column for the National Timeshare Owners Association (NTOA), Zwickel offered more words of wisdom garnered from the conference. Zwickel says the diverse base of industry stake holders (HOA’s, resellers, exchange companies, rental companies, management companies, developers and suppliers) are not always aligned in their interests. An atmosphere of cooperation needs to be developed and a pooling of all collective resources.  

Workshops and Speakers

In lively discussions during the conference participants considered issues facing the industry—topics included:
  • Engaging the Customer, Delivering the Experience
  • Preserving the Legacy
  • Traditional and Alternative Financial Solutions
  • Sharing is Cool—Are We?
  • An Industry without Borders
  • Resorts Without Borders
Conference speakers featured industry experts such as Greg Crist, CEO of the National Timeshare Association, Robert Kobek of Customer Count, Darla Zanini of ARDA International Foundation, Nigel Lobo, VP of Resort Operations, Grand Pacific Resorts, and many more.

Outcomes

As a result of the conference, Zwickel lists several programs to consider—some a continuation of programs already being implemented in the industry.
  • Defining standards for our resorts and then committing to maintenance programs that support those standards.
  • Renewing our resorts with capital expenditures that are responsive to our markets.
  • Exploring and creating ways to provide unique, authentic, fun vacation experiences that appeal to the diversity of the market.
  • Refreshing sales methods to compel the next generation of vacation owners.
  • Establishing exchange opportunities that promote owner engagement.
  • Respecting the environment along with the local community.

For more information contact www.crda.com.

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All-Inclusive Resorts Maintain Popularity

9/02/2015 Unknown
Remember the old Club Med Days? Club Med was one of the first to offer all-inclusive properties and usually the first resort group that people thought of when considering this option. Now there are a number of resorts that are all-inclusive. The popularity of the option has continued due in part to the demand for cruise vacations, but mostly to the timeshare industry whose great success with the concept has contributed to the staying power and growth of all-inclusive vacationing. 

Timeshare a Natural Match for All-Inclusive Vacations

Timeshare's "home away from home" atmosphere is a natural match for all-inclusive service. Not only can the vacationer relax in a large, comfortable space in a beautiful setting, but an all-inclusive package also takes the hassle out of vacation planning with offerings of planned activities, special VIP services such as early and late check-in, access to concierge services and preferred accommodations. There’s also the freedom to experience many different cuisines from buffets and specialty restaurants as well as opportunities to try a new activity and enjoy nightly entertainment. Often tips and taxes are taken care of too. All you have to do is relax and enjoy. It's obvious why all-inclusive has stuck around.  

Defining All-Inclusive?

Merriam Webster defines all-inclusive as: "including everything; especially: sold for one price that includes charges and fees that are often added separately."

Generally, the "everything" Merriam Webster refers to includes meals and snacks, all beverages (usually domestic alcoholic drinks, but some resorts may include premium brands), daytime activities, and nighttime entertainment, plus taxes and gratuities. 

Don’t assume that all-inclusive means everything. The vacationer needs to check with the resort to find out the specifics of what is and what is not included in your package. Is it all the amenities of the hotel, or are certain things excluded? Guests may pay extra for spa services, specialty activities, off site excursions and other such things. Some resorts even offer different levels of all-inclusive. So ask about them all. The resort is not trying to deceive you, you just need to be an astute buyer, so there will be no surprises when you reach the resort. 

Occidental Vacation Club - One of the First in All-Inclusive Resorts

Occidental Vacation Club (OVC) was one of the first in the timeshare industry to fully embrace the concept of all-inclusive. All OVC holidays include unlimited meals and snacks, a la carte dining in specialty restaurants including unlimited alcoholic beverages; sports (including tennis on a lighted court, water polo, aqua aerobics and kayaking), use of the fitness center and more. Daily entertainment and a supervised Kids Club (ages 4-12) is part of the package where available on site, as well as nightly shows, live entertainment and all taxes and gratuities.

Says, President Luis Namnum, "at many OVC resorts guests will find everything they need from fine dining to quick snacks, a great bar and lounge area, art gallery, hair salon and even bank services. Our club is known for its high quality all-inclusive experience and we are pleased to offer that possibility to members who stay with us."  

Other Hospitality Groups Feeling the Trend


A recent article in Hotelexecutive.com reports that hotels are experiencing a resurgence of all-inclusive properties. Though long a trend in the industry, all-inclusive hotels are proliferating boosted by the emergence of high-end, all-inclusive resorts.  Apple Leisure Group Executive VP/CSO, Javier Coll, was quoted, "fifteen years ago there was a mixture between the all-inclusive and the traditional resort. Now 99 percent of our customers choose to stay in all-inclusive resorts."

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