When Disaster Strikes

8/27/2014 Unknown
The magnitude 6.0 earthquake that hit the popular wine country area of Napa a few days ago is cause for the resort industry to pause and reflect. A disaster like this can be hard on tourism. Fortunately in this case, there were no deaths and mostly minor injuries due to the quake (the biggest seismic activity in the area in 25 years), but many wineries, wine stores, hotels and restaurants were affected. Area wineries closed to take stock of their losses, and some suffered big losses—B.R. Cohn Winery in Glen Ellen lost 50% of their stock. Restaurants and hotels are finding it difficult to get supplies as damage to infrastructure caused by the quake itself, and emergency crews working non-stop, inhibit entry into the area.  So what's a resort owner to do when disaster strikes?

Communication is Key

It is important to get out the information about the disaster quickly and make sure everyone who could be affected knows what’s happened and what is being done to correct any problems. Use social media sites, company blogs, and newsletters, as soon as disaster strikes to help quell any rumors and controversy about safety issues, and to  provide ongoing information to owners and guests of what is being done to assure their safety and protect their investment. 
For this reason, Grand Pacific’s Riverpointe Napa Valley Resort was quick to get out information using Facebook that the resort was okay and sustained only minor damage from the quake. Riverpointe alerted guests that the resort was currently in clean up mode and that the electricity was back on. In their post, they also assured guests that they would provide more information as soon as they had it.
When a fire struck Occidental Vacation Club’s Allegro Cozumel earlier this month, OVC President Luis Namnum posted a personal letter to members on social media filling them in on all the important details of the fire. His letter made sure members knew that the fire was put out quickly and that there were no casualties. He also let members know exactly what structures had been affected, and that an emergency evacuation plan was in place and used to move Allegro Cozumel's guests to another nearby OVC resort.  He further assured members that OVC's Customer Service Center would be contacting them with more details.

Owner Engagement

Banff Gate Mountain Resort's site staff was quick to respond to a devastating storm that hit Alberta, Canada in 2013.  The storm, called "Alberta’s worst-ever", was a major natural disaster that caused severe flooding, damaged infrastructure, knocked out power and communication, blocked roadways and closed airports. The staff met the challenge head on with ongoing communications with owners that expressed genuine concern for owner’s safety. The responsible transparency that the staff used in communicating during the disaster, and the care and comfort that the staff provided, left a positive impression. Owners and guests expressed their appreciation in many letters and posts to the resort’s parent company Grand Pacific Resorts.

Lemons into Lemonade

Who can forget the sinkhole that swallowed several buildings at Exploria’s Summer Bay Orlando Resort in August of 2013? The pictures of the scary sinkhole collapse made national news.  At the time of the collapse, the resort was working with Extreme Engineering on the high action adventure park Buccaneer Bay, in their effort to expand the overall resort experience to include every member of the family. The sinkhole, filled of course, provided extra land for the adventure park. The park, along with the renovation of all 500 guest rooms, and the addition of a 10,000 square foot Activities Center, is hoped to provide an additional marketing draw and minimize any negativity surrounding the sinkhole.
"Safety and security are the most important issues to travelers and the first aspect they consider is to be protected from hazards," according to a research report in review journal, Sage Open. The most significant components in dealing with disasters is emergency planning and preparedness. The best plans should also include the best ways to communicate quickly and openly with owners and guests, and the provisions needed to provide for the comfort and care of each individual.





Labels: , , , , , , 0 comments |
Bookmark and Share
edit post

Why Get an ARP or RRP Attached to Your Name?

8/20/2014 Unknown
If you are interested in enhancing your knowledge of the timeshare industry for career advancement or for your own personal growth, then an ARP or RRP designation may be just what you're looking for. 

What are these Designations?

The Associate Resort Professional (ARP) and Registered Resort Professional (RRP) are the ultimate designations for the vacation ownership industry. These titles by your name enhance your professional credibility and demonstrate your commitment to the industry through continued education. The timeshare industry is rapidly growing and evolving, and it pays to keep on top of all the changes. ARDA's International Foundation makes it easy for you to do just that.

ARDA’s International Foundation’s Learning Center

To get started on obtaining the ARP or the RRP, click here. AIF offers the entire program online from start (submit your application) to finish (print out your certificate upon successful completion of the course work). You do your course work, take tests, and earn and track your designation credits all online.

Requirements:

  1. Both ARP and RRP designations require the passing of the AIF Qualification Test and it's probably a good place to start the process. The test accesses and measures your knowledge of the timeshare industry. Before taking the test, you’ll want to study The Timeshare Industry Resource manual. It’s the definitive source for all the key topics relating to timeshare. Whether you are an industry veteran or new to the business, this manual is your "go to" source for all that's timeshare.
  1. Applicants for the ARP and the RRP designations are also required to be an ARDA Advantage, Trustee, or Chairman’s League member in good standing. ARP’s are expected to have a minimum of 2 years of industry experience and 6 credits. RRP’s need at least 5 years of experience and 10 credits.

The Time to Act is Now!


If you've been thinking about raising your profile in the timeshare industry, now is the time.  September 15th is the next deadline to get started on the designations. Don’t you think you owe it to yourself and the industry?

Labels: , , , , , , 0 comments |
Bookmark and Share
edit post

News of Strong Growth in the Timeshare Industry - Time to stop Being Defensive and Promote the Positive

8/13/2014 Unknown
In the past, the timeshare industry has received its share of negative reports. But these days, it’s hard to find a negative story about timeshares. With all the new information showing that timeshare is strong and getting stronger, it’s time stop to being on the defensive and start promoting the positive. The organization that is the strongest advocate for the industry, The American Resort Development Association (ARDA), calls its communication committee, the Reputation Management Committee. Why call communications reputation management unless you have issues that need managing? With this month’s latest report from ARDA showing the timeshare industry’s impressive growth and positive impact on the U.S. economy, managing issues is definitely not the issue it used to be.

Much Good News to Share

The timeshare industry made a $68.7 billion contribution to the U.S. economy in 2013.  That’s based on ARDA’s report compiled by Ernst & Young—the Economic Impact of the Timeshare Industry on the US Economy 2014 edition.  Other impressive statistics in the report show timeshare providing 437,000 full and part-time jobs, $23.6 billion in salaries and wages, and $8.5 billion in tax revenue. That’s big news to share with the world.  

Entire Communities Benefit from Timeshare Owner and Guest Stays

ARDA’s report also shows that in 2013, out of a total $10 billion spent by timeshare owners and guests during their resort stays, $7.9 billion was spent off-site in the communities where the timeshare resorts were located. More good news to share with the communities who provide services to the resorts.

Interval International’s Second Quarter Growth Supports ARDA Report

Interval International’s recent second quarter performance results support ARDA’s report of strong industry growth. The company, a global provider of membership and leisure services to the vacation industry, announced record second quarter consolidated revenue—an increase of 14.8%.  Other performance highlights of the second quarter include: a 128.4% increase in management and rental segment revenue (excluding pass-throughs) and the affiliation of 24 resorts. It’s all very good news for members that rely on Interval International’s exchange program to access world-class resorts, and for developers who depend on the company for access to valuable resources needed during the development process.  

Keep the Momentum Going

All indicators show that the vitality of the timeshare industry is headed in the right direction. Let’s keep the momentum going and spread the good word about our industry. We still have to keep aware of the scammers that show up in any industry to give it a bad name, but we don’t need to concentrate on the negative when there is so much that is positive about timeshare.





Labels: , , , , 0 comments |
Bookmark and Share
edit post

Is Free Wi-Fi Part of Your Vacation Package?

8/11/2014 Unknown
A vacation used to mean relaxation with time away from the reality of your daily life, but now most of us are unable to let go of the connections we have with our daily life. We take our smart phones, tablets and laptops on vacation. And even if we take the high road and leave all devices at home, many of us will soon be scouring the resort for a way to connect to home, to check emails and Facebook and any way we can to keep up with family and friends. We might even want to let everyone know what fun we are having!

Access Comes in Many Forms

Many resorts advertise free Wi-Fi access, but it’s a good idea to do your homework to find out exactly what is meant by “free.”  There may be some limitations. Some resorts may charge an extra fee for high-speed internet connections. Some resorts include internet access as part of a nightly resort fee.  From a management point of view charging for wireless service is a source of revenue that can’t be overlooked, but travelers like to see it as part of the package. This presents a challenge for some resorts where scores of folks try to download or stream content live at the same time.  Hence the solution to offer two tiers of service in many cases.

A Popular Perk for Members

Resorts may use standard Wi-Fi and/or high-speed internet as an upgrade perk. After all, a high-speed connection does give guests more optimum use of the internet. Some resorts offer access free as a reward to its higher level members, for instance, Occidental Vacation Club’s Grand Level Members receive free access as part of the Grand Level Membership package.
Another resort company that uses Wi-Fi as a perk for members is Starwood. The company provides complimentary internet as part of the best-in-class rewards and benefits given to their loyal customers. Starwood Vacation Owners may choose free Wi-Fi as a benefit when checking Platinum Member guests receive complimentary in-room access as an additional in-hotel benefit. Additionally, Starwood gives complimentary internet to all guests at Aloft, Element and Four Points by Sheraton Hotels and Resorts in North America, and in the lobbies of Sheraton and W Hotels. They do not limit the number of devices guests can hook up in-room.
Similarly, Marriot, Hilton and Hyatt also offer Wi-Fi as part of their higher tiered membership rewards.

Check to See How Many Actual Devices can be hooked up

Other resorts may have a limit on how many devices per guest can actually be hooked up to the internet. In a recent report on hospitalitynet.org, Fairfield Inn and Suites, part of Marriott International, was mentioned by a guest. The free Wi-Fi offered at Fairfield Inn had a limit of one device per guest. It cost an extra $3.95 a day for each additional device.  Extra fees may or may not be mentioned in internet advertising, so it’s another reason to check with someone at the resort who is in charge.

Access Codes

Hospitality Net also warns to beware of access codes. The Atlas Hotel in Brussels advertises on its homepage “Free Wireless High-Speed Internet Access” in all rooms and several areas of the hotel. Guests have to obtain a code at the front desk to gain access to the internet. What came as a surprise to reps from Hospitality Net was that the hotel would only give them one code per room, limiting them to one device per room. It didn’t matter if the room was a double, twin or duplex…one code was it.

Charging a Fee for Wi-Fi— May Not be the Best Revenue Source

Tom Carr at All InclusiveOutlet.com offers a few reasons as to why these extra charges for Wi-Fi are not really in the resort’s best interest. He suggests in the long run, resorts may make more revenue by offering free Wi-Fi. Free Wi-Fi may be one of the deciding reasons that guests choose the resort. Guests may be inclined to extend their stay a little longer if there is a free, reliable internet connection at the resort where they can work at the beach or from the pool. Also, internet use for such things as guest check-ins with Foursquare or Facebook, Flickr uploads, status updates, and tweets to friends can provide free advertising for the hotel.

Fully Wired Resorts

Disney World Resorts

Disney World Resorts are fully wired in both their resort hotels and theme parks. Working with provider AT&T, Disney provides complimentary High Speed Wireless Internet Access in all guest rooms.  In addition, Free Wi-Fi can also be accessed in most places throughout the resort—lobby areas, restaurants, pools and more.

MGM Resorts

MGM has wired eight of its resorts on the Las Vegas Strip. There is no fee or password required to access the local area network via phones, laptops and tablets.  MGM has teamed with the Cisco Systems network to make each resort a wireless hotspot with access available in rooms, the casino, pool, lobby and restaurants. Guests wanting more bandwidth may buy upgrades. Hotel guests receive the faster service as part of their stay.
Labels: , , , , 0 comments |
Bookmark and Share
edit post

More Bad News for New York's Manhattan Club

7/30/2014 Unknown
Things still aren't looking good since our last update on New York City's Manhattan Club timeshare. Last December, we mentioned the timeshare in our blog on maintenance fee complaints. At that time, Manhattan Club owners were complaining that their rising maintenance fees weren’t getting them anything in return. Complaints about the inability to book rooms, or sell their shares were voiced by many owners. Manhattan Club developer Bruce Eichner was facing a New York State Supreme Court lawsuit in which timeshare owners alleged he sold over 14,000 ownerships for 286 rooms resulting in a minimum shortage of 69 rooms.

Bait and Switch Scheme

Developer Eichner and his partners are on their way to court again. Referring to the Manhattan Club as a "bait and switch timeshare scheme", Eric Schneiderman, New York's Attorney General, halted sales of timeshares and foreclosures of timeshares at the club last Friday.  Schneiderman's court order also requires Manhattan Club developers to appear in court on August 1 to answer questions about their sales pitches and other practices.  

Undercover Work

The court order was in response to continuing owner complaints on rising maintenance fees (some owners said they were forced to sell their shares for just $1 to avoid the fees), and their inability to book rooms while at the same time rooms were still available to the general public. Earlier this year, undercover investigators from the Attorney General’s office attended and recorded a sales presentation at the Manhattan Club. The investigators found evidence that the club’s sales tactics were much like a "bait and switch scheme." Buyers were told they could easily reserve rooms and that the hotel did not rent rooms to the public. Investigators found that the club’s offering plan stated that rooms were rented to the public, but the Attorney General's office says the club illegally withheld the plan from buyers until after they had bought their memberships. 

Developers Will Cooperate

The developers of the Manhattan Club, issued a statement through their spokesman, Eric Yaverbaum who said, "We intend to fully cooperate with the attorney general’s investigation and look forward to bringing clarity to the entire issue."  Because of the ongoing investigation, a spokesperson from the attorney general’s office would not comment on whether the attorney general would seek refunds for the property owners. The Manhattan Club has been the subject of at least two lawsuits from members. One suit was settled out of court, and the other was dismissed by an appeals court. The appeals court ruled in part that the club had disclosed to buyers that rooms could be rented to the public.





Labels: , , , 0 comments |
Bookmark and Share
edit post

Help from Industry Experts Keeps Legacy Resorts Moving Forward

7/23/2014 Unknown
It isn't just the newer, larger resorts that can provide all the "bells and whistles" to keep up with the competition. The more mature "legacy" resorts have lots to offer, and industry experts are helping them to keep moving forward competitively while also maintaining a healthy HOA.

Compass Resort Group

One of the industry experts working with legacy resorts is Compass Resort Group. The company helps single-site resort developers and HOA’s that are responsible for mature resorts in need of assistance.  Headed by two long-time timeshare industry pros, Jay Finley and Chuck Frey, Compass Resort Group concentrates on resorts that may be experiencing issues related to maintenance, shrinking reserves and escalating debts. The company does a thorough analysis of each applicant’s needs before embarking on a course of improvements. 
Compass Resort Group has assisted resorts such as Branson Yacht Club (find it on www.redweek.com) to become more profitable, gain new owners and recover lost revenues. The group also offers assistance with software training and conversion, project development, financial advice, and in developing successful marketing and sales efforts.  A specialty of Compass Resort Group is selling HOA owned inventory in a way that maintains price integrity and preserves value for current and prospective owners.

RCI Affiliate Access Program

RCI is another industry expert helping legacy resorts.  The RCI Affiliate Access Program, includes a partnership with leading service providers and vendors from the timeshare industry.  Through these partnerships, RCI affiliate resorts have the opportunity to develop preferred relationships with quality vendors and suppliers, and to negotiate the best prices for products. RCI Affiliate Access has 86 partners including such companies as guest generation system Leisure Link, customer survey system CustomerCount™, and timeshare accounting firm Averett, Warmus and Durkee. 
Other services offered under the Affiliate Access program are state of the art call center capabilities, marketing analytics, and forecasting and pricing tools. 

RCI Legacy Resorts Outreach – Lunch and Learn

As part of the Affiliate Access Program, RCI is presenting a series of HOA-focused "Lunch and Learn" events in 13 locations around the country through October of 2014. The luncheons bring RCI sales and servicing teams and RCI Affiliate Access Program partners together with board members and resort industry leaders for a ¾ day, no-cost information session. Participants have a chance to talk face-to-face with RCI representatives about best practices to get the most out of vacation ownership.  It’s also the perfect opportunity for participants to get acquainted with Affiliate Access Partners, learn cost saving methods, share ideas and have lunch! For more information contact: www.rciaffiilates.com



Labels: , , , , , 0 comments |
Bookmark and Share
edit post

Improve the Guest Experience for Greater Owner Engagement

7/16/2014 Unknown
Is a beautiful resort abounding with comfort and luxury in a coveted location all it takes to attract and keep owners, guests and potential buyers coming back to the resort? Probably not—more is needed.  For complete owner engagement, resorts must provide many varied activities and amenities.  

First Things First

Smart management will do their research before they incorporate large scale amenities. Prior to embarking on a new project, management may want to make sure they have the answers to several important questions:
  1. Is there buy-in from the HOA?
  2. Is there enough money to handle the expenses?
  3. Does the amenity fit the demographics of the resort? To find out study historical influences; the tradition and philosophy of the resort, cultural and social influences, weather and time of year.
  4. What is a good activities program? Does it add a standard of quality and value that translates into repeat business?  Activities should be creative in a way that relates to the uniqueness of the resort's environment. Activities should make the vacation special. A well-trained and enthusiastic staff will complement the specialness. 
  5. Are there activities geared to all ages, including an active, separate children’s program? Safety should be a prime consideration in all activities.  Children should be grouped by age-appropriate activities. Guests should have many options to choose from with activities to match their interests and ability levels.
  6. How will the resort review and monitor the activities program? An ongoing performance review of the program is very important. Frequently monitor guest engagement using activity cards, social media reviews, and informal walk-throughs on the property to talk to guests, and staff for feedback. Check to determine if activities can be directly related to such things as increases in direct resort revenue, and increases in length and frequency of stays.

Build Projects to Add Excitement and Create Memories

Positive answers to these questions encouraged Exploria Resorts’ Summer Bay Orlando to go ahead with a big project.  They were already on the way to enhancing guest experiences when they had the opportunity to make lemonade out of a lemon.  After a devastating sink hole last year caused severe damage and swallowed two buildings, the resort decided to make the most of the area left after removal of the wreckage. To create an additional marketing draw and expand the overall resort experience to every family member, Summer Bay Orlando enlisted Extreme Engineering, to create a new pirate-themed Adventure Park attraction. This exciting family activity features a floating dock, bumper boats, rock climbing wall, zip line, bungee jumping and a wipe-out style inflatable zone with picnic areas and a food and beverage outlet. 

More Than a Beautiful Location

The owners of Grand Pacific Palisades Resort didn’t rest after building their resort in the beautiful beach city of Carlsbad, California.  Though the resort is located in a prime location with spectacular views of the Pacific Ocean and the world-renowned Carlsbad Flower Fields, and next door to LEGOLAND, it wasn’t enough. Grand Pacific also made sure that owners and guests have plenty of other amenities and activities to make their stays memorable—multiple pools and spas, an onsite interactive water park, fitness center and outdoor activity center. In addition, guests have access to a near-by 18-hole championship golf course and a luxurious full-service spa.

Companies That Make Your Resort Stand-out

Extreme Engineering is the world’s largest supplier of adventure activities for the resort industry and amusement parks. It’s one of the companies dedicated to building projects that make a resort stand-out from all the others. With projects like Summer Bay Orlando, Extreme Engineering projects and activities will satisfy even the most seasoned thrill-seekers.  Guests will want to stay a little longer and come back more often. As Extreme Engineering says, it’s about "creating memories through excitement."
Crystal Lagoons, is a pioneer in converting even the most impossible areas into gorgeous lagoons with crystal clear waters.  The company works with real estate developers to "transform any location into an idyllic beach paradise" suitable for all water activities. Not only does the company convert unsuitable coastal areas, but its projects also bring beach life to unimagined places such as inland and urban areas. The company is currently involved in over 200 projects in 50 countries. 


Labels: , , , , 0 comments |
Bookmark and Share
edit post