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Resort Trades
Vol 32, No. 8 | August 5, 2019 | www.ResortTrades.com
Every Resort; Every Month
THE RESORT MANAGER’S ISSUE
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2 | The Resort Professionals’ monthly News Journal since 1987
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Contents | August 2019
FEATURES
05 Why your website & content 18 Island Hopping: Hawaii Retains
MUST be Mobile Allure as Dream Vacation Location
Resort Trades
Vol 32, No. 8 | August 5, 2019 |
www.ResortTrades.com
08 Supplier Profile: 20 Timeshare 101: It exists and how
2WayChaise you can help the Class of 2020 Every Resort; Every Month
THE RESORT MANAGER’S ISSUE
10 The Three “P's”: The secret to
attracting and retaining TRENDING
top resort talent 22 Business Directory
29 Classifieds
12 How to Save Money on
Fumigation Projects
14 The Scottsdale Camelback Resort
– A Benchmark for
Legacy Properties
4 | The Resort Professionals’ monthly News Journal since 1987
HSI (August sponsor) • Resort Trades • C.A.R.E.
Lifestyle Vacation Club • Festiva Resorts • RTX • GetAways Resorts • Aspen Financial • WIN • Advantage Travel • Vida Vacations • Casablanca Express • Global Connections
MEASURE. MANAGE.
Gunn Marketing Group • Dial An Exchange • Fidelity National Timeshare • Resort Mgmt. Services • Bragfire • Club Med • Unlimited Vacation Club • Westgate Resorts •
I’m gonna spend every minute
appreciating life!
We all wear masks, and the time comes
when we cannot remove them without
removing some of our own skin.” –Andre
Berthiaume
I am going to share with you what is under
my mask. My cancer has spread to my brain
and it is growing in my lungs again. It is my
little secret because I don’t have the heart to
tell my 3 girls that their mommy’s sickness is
getting worse. My name is Rosemarie and
I am a metastatic breast cancer survivor.
Even though my girls don’t know the severity Who is not going
to pay
fees?
of my sickness, they are very smart and their maintenace
intuitive. They see the effects of my chemo. How would
I know?
Find out what
As a woman (and a mom), we take care of
everyone else first!! I might not look sick
your guests
are saying with
You could ask
them
on the outside, but on the inside, I have those fears that every cancer
survivor has. My mask hides my fears well, but I know this is not healthy.
I would love to be given the opportunity to work on myself and come
Duh!
CustomerCount
home a happier mommy, wife, and family member. ~ Rosemarie
Absolute World Resorts • Sunset World • Karma Group • Karissma Resorts • Royal Caribbean • Vidanta
Send Me on Vacation’s mission is
“To Provide a much needed vacation to under served women with
breast cancer who need a place to rejuvenate and heal their body,
mind and spirit.” The adverse effects of fighting cancer can leave
women, their families and friends in shambles. We believe that an
essential first step in surviving the effects of breast cancer is to
provide survivors with a healing vacation to “take a break” from the fight. If interested in becoming a recipient, FIND US ON: CONTACT:
donor or sponsor please contact us at backuscathy@gmail.com www.sendmeonvacation.org bobkobek@customercount.com
• SFX • TrackResults • Impact Int’l • Travel To Go • Grand Pacific Resorts • ResorTime • Welk Resorts • www.customercount.com
Customize and Order
for Your Brand 407-801-4680 info@2WayChaise www.2WayChaise.com
Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | August 2019 | 5
TECH TALK
Why your website & content
MUST be Mobile
By John Heffernan, EVC Marketing
We all do it, don’t we? We use our • If our site is mobile-friendly, will will display content based on the your website and content are built
mobile devices like smartphones that be good enough? type of device it’s being viewed on solid foundations and all your
and tablets to satisfy our immediate on? If your clients are searching on technical bases are covered. This
need to search, find and engage Whatever your question – you their mobiles, do they get a mobile- includes page speed, structure,
with websites. need to check your site NOW! friendly version of the site? Or do language and design optimisation.
they get the same website they And don’t forget about Google Ana-
We are in that instant mobile-first So, what exactly is “mobile-first would see on a desktop screen lytics and Google Search Console.
world where we demand instant indexing”? they may have to manoeuvre
gratification with accurate search about? Make sure your site has a security
results delivering just what we’re There’s a multitude of mobile-first certificate (Secure Socket Layer or
searching for. explanations on technical blogs If you have a resort website that SSL) changing the domain name
and social posts with jargon and is not responsive, the lack of a URL from HTTP to HTTPs (e.g.
Statistically, it’s acknowledged acronyms only those working in mobile-friendly user experience https://www.evcmarketing.com). A
that our increased use of mobile digital marketing understand. may have a negative impact on non-secure site will simply deliver
devices means mobile search your site’s search rankings. If not a “not secure” statement and any
now, it is more likely in the future to visitor will click back and leave.
"
be the case.
Mobile first is NOT a new Google index. It is Remember, you need to deliver a
the new way your content will be added to the There are other factors that you
need to consider with mobile-first
great user experience in the right
time, with the right content, on the
existing index. indexing including: right device.
• Designing content for viewing #2. Links
now far exceeds the use of search on mobile devices first, desktop
In plain English, mobile-first means:
on desktop/laptop devices. More second. Links still play a major role in
importantly, it’s how your clients are • Before July 1st, Google in- search engine optimisation (SEO)
• Having a site that loads quickly so check your sitemap links, pri-
searching. dexed the content from the
(page load speeds). vacy policies and click links on your
desktop version of your website
And search engines are well aware first. mobile pages
• Optimising images and video
of this seed-change in search for mobile viewing.
behaviour and they are evolving to #3. Content
• From July 1st, Google will
meet our needs. index the content from your • Making click through links and Make sure your mobile site has
mobile version of your website calls-to-action more promi- high-quality, valuable content with
Google search results will become nent and clickable on a mobile
first. Meta data, titles, and optimised
mobile first on July 1st, 2019 with screen.
“mobile-first indexing”. It’s the latest images.
Mobile first is NOT a new Google
Google development to make the index. It is the new way your con- • Adapting search optimisation And the changes to search don’t
web more mobile-friendly. techniques for mobile-first
tent will be added to the existing stop there. Another recent Google
But what does this mean for us, the index. Does your website need TLC? algorithm update introduced the
business owners? Technical – Links - Content hungry techie to the principle of
It’s all down to whether your resort E-A-T: Expertise – Authority –
• Do we have to change any- website is responsive or not. #1. Technical Trust.
thing?
By responsive we simply mean that To succeed in Google mobile-first Your website, content, message,
• Or everything? different versions of your website search, you need to make sure tone of voice, where and how often
6 | The Resort Professionals’ monthly News Journal since 1987
NEED TO SELL A TIMESHARE?
Let the buyers come to you.
MORE THAN
5.5 MILLION VISI
TS
ANNUALLY TO
OUR
FAMILY OF WEB
SITES
you post or publish and who it is (shorter sentences, compact
aimed at for likes, shares, men- paragraphs, large and clear
tions and comment all help you fonts, larger tap buttons).
to establish your expertise and Global advertising and marketing platform with buyers and travelers from more
authority. • Techie-check Google Analyt- than 225 countries and territories
ics/Google Search Console to
Top-ranked for thousands of timeshare related keywords in popular search
The higher the quality of content, see where your traffic is com- engines like Google, Bing, and Yahoo
the easier it will be to establish ing from.
An average of $254 million in purchase and rental offers delivered to our
authority and trust. No content for
advertisers annually
content sake. You need a mobile- This change to Google search is
first content marketing strategy. also a good time to add to your
brand’s digital marketing strategy.
What if your site is already Take the time to:
mobile-friendly or responsive?
• Review your keywords – ever
Where your website is already heard of Latent Semantic Over 14 years of timeshare resale experience
responsive, the mobile version Indexing? It’s all about content www.sellmytimesharenow.com
should already match the desktop relevance.
version. However, you will need to
ensure that the mobile experience • Establish your brand reputa-
is optimised from a user perspec- tion (reputation management)
tive (e.g. page speed, load time, and use the mobile-first update
navigation, and so on). within your reputation market-
ing.
Good news if your site was built in
Wordpress. Most Wordpress sites • Review the current site links
already have a responsive design you have.
– both mobile and desktop content
• Review your video content and
will be compatible.
images.
What do you need to do now?
• Review your calls-to-action and
Don’t panic! how you respond to mobile
clicks and enquiries.
When Google indexes your mo-
bile site version, you will receive John Heffernan has
a notice in your Google Search been a renowned key-
Console (you’ll need to consult note presenter, digital
your techie team). marketer and trainer
at the forefront of
In the meantime: digital marketing since
1997. A long-standing
• Undertake a mobile-friendly advocate of integrated
site performance test. marketing to deliver high investment
return, John has worked on multi-
• Test your page load speed.
channel strategies in numerous busi-
• Check the mobile parity ness sectors focusing on: Search
between mobile and desktop – Social – Video – Content Market-
versions. ing – Email - Web project design,
Reputation Management & Digital
• Review your site design on Strategy development – Training. He
mobile screens. is director at RedLive.media and a
key member of the EVC Marketing
• Review your content user team. EVC Marketing has over 25
experience on mobile screens. years’ experience in the timeshare
resort sector and delivers marketing
• Create a mobile first content
consultancy, social media manage-
strategy.
ment, content copywriting and digital
• Create mobile friendly content marketing support.
Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | August 2019 | 7
SUPPLIER PROFILE
2WayChaise
Introducing 2WayChaise - the as The New American Home
only bi-directional luxury chaise and the New Southern home.
lounge available on the market. Kate was inspired to create
Designed exclusively by Kate 2WayChaise during her travels
Clarke, 2WayChaise is ideal for around the world. The patent-
resorts, cruise lines, and hotels, approved 2WayChaise is unique
2WayChaise invites guests to and signature to her distinct
relax their way. taste, eye for functionality, and
design.
with a highly durable frame shades: brown or grey, chosen
made of aluminum that will not by our interior designers. The
rust. The sling fabric is weather beautiful Sunbrella fabric
resistant and can be replaced cushion is available in a wide
at any time quickly. variety of color options to
complement any brand palette.
The unique, patent-approve Additional customization
design is feature-rich and requests can be met within the
can be customized in several design parameters.
ways to match your brand,
Each chaise comes with a
5-year warranty on both the
frame and Sunbrella fabric.
The sling fabric comes with a
Kate Clarke is a professional 2WayChaise is expertly crafted 3-year warranty. The lounge
interior decorator with a from highly durable materials, is eco-friendly, made in the
long-standing reputation for designed to withstand harsh USA and is guaranteed to
exquisite taste, unique design, outdoor weather conditions support up to 350lbs.
and a very outstanding record and extensive use over time.
of great style. Originally from Each chaise is constructed 2WayChaise is available by
special request. To place
an order, contact us for a
personal design consultation
at 407-801-4680 or
specifications, and style. info@2waychaise.com, or visit
2WayChaise is available in three our virtual showroom online at
unique design styles to suit https://www.2WayChaise.com.
a range of uses. Each design Our team of expert designers
includes a frame, Sunbrella will discuss how to customize
cushion, and sling material. 2WayChaise to match your
The frame can be powder- brand, style, and unique
coated to match your brand’s personalization needs.
desired color perfectly. Options
are also available to add a
the UK, Kate has been faux-wicker exterior, as well as
adding her exceptional accessories such as a drawer
touch to homes for with secure locking capability,
over 25 years. She has solar charger, and personalized
decorated many luxury logo plate.
custom homes and
feature homes such The faux-wicker exterior is
available in two attractive
08 | The Resort Professionals’ monthly News Journal since 1987
Create a your Dream Career is calling
...and bring it to Life.
We bring Visions to Life through our digital At Grand Pacific Resorts we listen, reward, and empower our
rendering process. Hospitality Resources & Design talent. We love celebrating our team’s accomplishments at
is committed to providing outstanding customer
our Best of the Best gala every year where their passion for
service while delivering extraordinary design.
creating experiences worth sharing shines bright. Does this
• Interior Design • Kitchen & Bath Design
• LEED AP • Purchasing • Warehousing
sound like your idea of work-life paradise?
• Project Management • Installation
Benefits with Grand Pacific Resorts Include:
• Leadership Development Programs
• Tuition Reimbursement
• Vacation Perks
919-A Outer Road • Orlando, FL 32814 • BE EPIC Culture
Phone: 407-855-0350 • Fax: 407-855-0352
www.hrdorlando.com JOIN OUR TEAM
Visit Careers.GrandPacificResorts.com
Contact us for a complimentary on-site visit and start planning your Vision today!
Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | August 2019 | 9
NEED TO KNOW
The Three “P's”:
The secret to attracting and retaining
top resort talent
By: Renee Blood, General Manager, RiverWalk Resort at Loon Mountain
Resorts are a “high-touch” industry,
where service is equally if not more
important than the amenities and
location. Guests pay to be treated
with respect and care, and expect
that employees from the head chef
to the housekeepers will work dili-
gently and cheerfully to give them
the best experience possible.
The easiest way to ensure supe-
rior service is to incorporate the
principle that happy employees =
happy guests. Which is why hiring Non-wage compensa-
and retaining good employees tion elements are crucial as well.
should be just as important to a re- New hire referral bonuses, team
sort as guest satisfaction. Sterling billion adults who are working or financial incentives
employees can set a resort apart looking for work have a great job. (when certain targets are met),
from the competition and ensure a 3. Promote them personally and lodging discounts for employ-
constant stream of those all-impor- professionally How competitive is it with other ees and their families, paid time
tant five-star reviews. An engaged, resorts’, or with other big employ- off, and flexible work schedules
happy and motivated workforce is However, in today’s hiring and ers in the area? With the possible increase the overall attractiveness
far more likely to go the extra mile retention environment, these exception of non-profit organiza- of the package and help attract a
for guests than one that is treated tions, people don’t work for altruis-
tenets are inextricably woven into larger pool of high-quality appli-
as an afterthought. tic reasons. They work to feed their
the culture of the business itself. cants. “Non-wage” also pertains
In fact, one-third of job seekers families, pay their mortgages, and to business culture: 42% of em-
Attracting and keeping good staff is
put gas in their cars. ployees say learning and 48% say
both an art and a science, and not would pass up the perfect job if
all resorts get it right. At its sim- the corporate culture was a bad development is the most important
Pay is the linchpin of the equation.
plest, it can be boiled down to three benefit when deciding where to
fit. If it’s industry-leading and incor-
core concepts which are inextrica- work followed by health insurance
porates regular raises, more and
bly intertwined: It all starts with the hiring process. (Udemy).
better candidates will apply. Adding
To attract the best candidates a a sign-on bonus can also create The interview process is the impor-
1. Pay employees well
resort should first and foremost an atmosphere of competitiveness tant next step. Outdated or cookie-
2. Praise them emphatically and look at its benefits package. Keep and further incentivize the cream of cutter approaches will not reveal
often in mind that 7% of the world’s 3.3 the crop to apply. the true strengths and talents (or
weaknesses) of candidates, which
is why creativity and innovation is
key. Instead of consecutive one-
on-one interviews using standard
questions, perhaps utilize a panel
approach, or try group interviews
where candidates are challenged
to solve a sample problem collab-
oratively or competitively. Giving
candidates a spontaneous trade-re-
lated test task during the interview
is a good way to discover which
ones have solid industry knowledge
and can think on their feet.
Once the best candidates have
been locked in and hired, retention
is the next challenge. Businesses
with a strong learning culture enjoy
employee engagement and reten-
tion rates around 30-50% higher
than those that don’t. In addition to
“pay,” two other “Ps” are instrumen-
tal in keeping employees on board
and happy.
10 | The Resort Professionals’ monthly News Journal since 1987First, ongoing praise is essential. Second, promotion from within
Why? Because employees are mo- demonstrates to employees that
tivated to work better and harder if they can have a future with the
they know that their work is valued company. This gives them a sense
and appreciated. In fact, 19% leave of security and promotes loyalty –
their jobs because they do not feel among both staff and guests. Cul-
appreciated for the work they do. I tivating longevity fosters a culture
believe in recognizing good work where staff are proud to say they
often and rewarding spontaneously work for your resort, and guests
in a million little ways, because the plan return visits in anticipation of
fact is that 6 out of 10 employees seeing familiar friendly faces. Fur-
are currently (and quietly) seeking thermore, promotion should enable
new employment opportunities. employees to move from the lowest
Some ideas and tactics include: levels all the way to upper manage-
ment, if they are so inclined - 41% A Marine Innovations inclined elevator will make your guests love
• Personally thanking individu- of employees leave because they you. Built to meet or exceed ASME A17.1-2010, Section 5.1 and 5.4
als for going above and beyond were not given challenging work or standards, they are dependable, practical and affordable. Our in-
(using personalized hand written a career path. We’ve all heard sto- clined elevator will let your guests enjoy all of your resort’s amenities
thank you notes) ries of staffers who started out as without the hassle of climbing stairs.
hourly dishwashers or front desk
• Doing something special for Contact us today to see how a Marine Innovations inclined elevator
clerks and progressed through the
them that they do for others can put a smile on the face of every guest (and yours too)!
ranks to become the head chefs or
• Recognizing birthdays and reservations managers; this should
work achievements in creative be the rule, not the exception.
ways during employee meetings
The path to promo-
or parties
tion is facilitated by
• Holding quarterly luncheons, a robust training
holiday parties and seasonal program, another
departmental outings element of 888-334-4666 • www.marineinnovations.com • info@marineinnovations.com
employee en-
• Sending holiday cards and of- gagement. Of-
fering holiday gifts fering career
training and
A corollary to praise is making sure development
employees feel heard and valuing would keep mental and cross-departmental moting them personally and
their input. For example, having 86% of millenni- training not only gives staff the professionally is the winning
a suggestion box (and actually als from leaving tools to perform their job well and trifecta of staff hiring and retention.
monitoring it regularly) and an their current po- offer superior guest service, but If we are employees’ cheerleaders
open-door management policy lets sition. Teaching also motivates them to seek pro- and always look out for their best
staff know that they have a voice best practices motion. And when merit increases interests, we can ensure they feel
in how things are done (or could on the job and are tied to performance – which appreciated and empowered. This
be improved) at the resort. If email off and offer- I believe makes more sense strategy ultimately pays dividends
is your resort’s primary mode of ing depart- than offering automatic annual in loyalty, engagement, and guest
communication, be creative in how increases – success- satisfaction.
you engage and inform staff who fully completing
might not have a company email training becomes
account (such as housekeeping a key motivator to
or parking attendants). This could getting a raise.
be a simple as a digital bulletin
board in a staff break room, or Paying employ-
as high-tech as a smartphone ees well, praising
app. In addition, translating them often and
messages from English
into languages most
commonly spoken by
staff can go a long
way towards making
Renee Blood is the General
them feel valued
Manager of the RiverWalk Resort
and respected.
at Loon Mountain, where she is
responsible for the operation of the
newest grand luxury resort in New
England. Renee has been in the
hospitality industry for over twenty
five years and has held a variety of
management positions for Marriott
Hotels International in both cor-
porate and independently owned
properties and also ran the third
largest market for Expedia, Inc.
pro- while living in Orlando, Fl.
Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | August 2019 | 11AND NOW, A WORD
How to Save Money
on Fumigation Projects
By: Noel McCarthy
So, one of the worst things that can The (usually licensed1) specialists will tell you that. Beware if they do! studio apartment (500 square
happen to you as a resort owner/ of a reputable company will be able The chemicals used during the feet) may cost between $500 and
manager has happened: a guest to make a more accurate assess- fumigation process are extremely $1,500. Larger rooms, say between
has complained about a pest (or ment of the problem than you can toxic, so neither you, your staff, 1,000-1,200-square feet apartment,
pests) in their room or suite. Per- and take the appropriate steps. nor your guests should be allowed might cost $1,000 to $3,000 to
haps the ‘invaders’ appeared in one You may think that, depending on anywhere near a site that’s being fumigate. If you have suites any-
of your cabins or a chalet; maybe the pest (or pests) involved, the treated. where from 2,000 to 5,000 square
in the changing rooms at the pool problem may be relatively easy feet, you could be looking at costs
or in a lounge area; conceivably in to address. But don’t count on it! Finally, keep in mind that the between $2,000 and $5,000.
Especially since your business and fumigated areas will not be safe for
a dining room or bar area; maybe
your reputation is on the line here. occupancy for several days; you’ll To keep costs within reason and
even your golf carts or the shuttles
have to quarantine the area(s) your budget you might keep some
you use to ferry guests around the Be aware that the type of pests involved until your contractor gives of the following items in mind:
resort. At this point, however, it you’re dealing with will have a you the ‘all clear’.
really doesn’t really matter if you’re direct impact on the cost of your fu- • Make sure that your PMC is
dealing with getting rid of bed bugs, migation efforts. For instance, cock- Cost considerations targeting only the pests that have
mice or silverfish. What is important roach or ant infestations will gener- been identified. Remember that
is that you tackle the problem im- ally be easier to deal with than, say, Obviously, you should have your ants and bedbugs require less
mediately. a bed bug infestation or a termite PMC explain the costs of fumiga- time and work than termites, and
invasion. So, be sure that the PMC tion, in detail. Fumigation prices your costs should reflect that.
Fumigation options you hire properly identifies all the depend on the type pests (or pests)
pests involved (there may be others and the square footage of the site • If your PMC elects to ‘tent’ a
Let’s assume that your infestation
you didn’t know about). involved. For instance, eliminating building or facility to accomplish
problem is serious enough that you
termites is far costlier (and labor in- the fumigation process, this will
have to fumigate, rather than man- Last, but by no means least, tensive) than eradicating bed bugs, certainly increase your costs.
age the problem yourself (more fumigation is a labor-intensive and so should expect a PMC to adjust Have your PMC explain why they
about that later). Keep in mind, time-consuming operation that its prices accordingly. are electing to ‘tent,’ and whether
however, that fumigation, even on takes time. Don’t expect a PMC to or not the number of affected
a small scale, can be costly and do the job in a couple of hours and Generally speaking, costs can rooms/areas is justified.
time-consuming. However, it is very then declare the infested areas fit be anywhere from $1 to $3 per
effective, which is why so many for habitation. It doesn’t work like square foot. So, a room that is • If you are considering doing
resort owners go for this option. that—and no reputable operator roughly the size of the average the fumigation yourself, be aware
12 | The Resort Professionals’ monthly News Journal since 1987that most states regulate who can Sterifab, Noel's expertise in bed
undertake fumigations (certifica- bugs is a newfound hobby of sorts.
tion is often required) and control He has enjoyed learning about
access to the kinds of chemicals these pesky little pests, and their
required. entourage of friends including lice,
mites and more
• While you can certainly save
money by using aerosol ‘bombs’ Footnotes
to treat infested areas, keep in
mind that they are a.) Not es- 1. According to the EPA, "Each
pecially effective, or b.) Cannot company must have at least one
prevent insects from migrating certified, licensed commercial
to other location when they are pesticide applicator in the proper
employed. service category. Other company
applicators must be certified ap-
It is only by scrutinizing every
plicators or licensed technicians
aspect of the fumigation project
under the direct supervision of a
can you ensure that you’re being
charged correctly. Spend what is certified applicator."
required and no more. The cost dif- “Tips for Selecting a Pest Control
ferentials can be daunting.
Service”, United States Environ-
Going it alone mental Protection Agency, June
13, 2017. https://www.epa.gov/
As we said, taking the DIY ap- safepestcontrol/tips-selecting-
proach can certainly save you pest-control-service
money. If you elect this route there
are a number of very effective —
pesticides on the market, including
Sterifab, which is one of the most Noel McCarthy has worked as a
versatile and effective insecticides writer and editor throughout his
and disinfectants available. In any career. A former director for Thom-
event, awhatever you select should son Reuters, Noel also worked for
not only be able to kill bed bugs, PwC for 17 years. A staff writer for
ticks, scabies, fleas, mites, roaches Sterifab, Noel's expertise in bed
and a wide variety of other pests bugs is a newfound hobby of sorts.
but it also clean and deodorize He has enjoyed learning about
easily. these pesky little pests, and their
“WE NEED TO TALK.”
entourage of friends including lice,
AUTHOR BIO: mites and more.
Noel McCarthy has worked as a
writer and editor throughout his
career. A former director for Thom-
son Reuters, Noel also worked for
TIPS FROM TARS
PwC for 17 years. A staff writer for SPONSORED CONTENT Timeshare associations: holding too many HOA owned intervals?
Legal, foreclosure, and collection expenses eating into your budget?
Are your owners aging and looking for an immediate out of timeshare?
Not attracting new buyers to long-term or perpetual timeshares?
Are scam exit, resale, and transfer companies attacking your owner base?
If your answer is “yes” to any of these questions, contact us immediately at
timeshare advisory and resolution services (“TARS”).
“legacy resort” does not always mean “the end!”.
Control the fate of your resort with real solutions to legacy issues…
• Tars works for you by analyzing your sustainability and negotiating solutions with
many vetted providers in the marketplace.
• Our free HOA website is customized for your association to improve owner
communications and board transparency, rentals, resales, and add income to
the association.
• Tars can eliminate your HOA owned inventory immediately in many cases.
• Tars works with self-managed and professionally managed legacy resorts.
Board Members: Don’t get caught in a scam in making your last decisions. Beware
of any one that says, “we can do it all, and you will make a lot of $$”. Marty Kandel
is a former Assistant Attorney General, member of the Board of ARDA, timeshare
developer and consumer advocate. Re-purposing does not have to be the new “re-
sale scam” and might not be the right solution for your resort. TARS works with you
towards the best solution for your resort!
CONTACT
Marty Kandel
MartyKandel@tarserv.com
727-580-3635
Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | August 2019 | 13BEST PLACE TO WORK
The Scottsdale Camelback Resort –
A Benchmark for Legacy Properties
By: Marge Lennon
Fun Facts:
Scottsdale Camelback
Resort (SCR) is idyllically
located at the base of
Camelback Mountain
in Scottsdale, Arizona.
The Resort features 111
purpose-built studios, and
two- and three-bedroom
villas. Amenities include
pools, fitness center, lighted
tennis courts, meditation
labyrinth, walking trail, movie
theater, poolside grille and
water spa. The 10-hole
miniature golf, and 9-hole
putting green were designed
for multigenerational
activities and are ADA
acceptable. Scottsdale
Camelback is affiliated with
RCI, II and Vacations and “Because we are a rare single-site timeshare Although there are only a handful of free-
Travel, designated as Gold resort and not affiliated with a national brand, standing, unbranded timeshare resorts
we have the freedom to focus on satisfying around today, Lori and her management
Crown and Select. The our owners instead of a shareholder,” says team have managed to make their 30-year
property has been named a Lori Entwistle, General Manager. “Plus, we old resort excel in both customer and staff
Greenleader by Trip Advisor have a fantastic Board that shares our vision satisfaction, retaining many of their 70 asso-
and enables us to execute and move quickly ciates for as long as 25 years.
and a Certified Green when a decision is required.”
Hotel by the Scottsdale
Convention and Visitors
Bureau for their efforts in
environmental initiatives.
The Resort welcomed its
first owners in 1982 and
was sold out in 1990. For
the past seven years, SCR
has been managed by
Synergy Management, led
by Lori Entwistle who is
Synergy president and resort
General Manager. Synergy
also offers consulting
services for self-managed
or board run properties
seeking professional advice,
employee training or an
independent evaluation of
their operations.
14 | The Resort Professionals’ monthly News Journal since 1987To accomplish this, the Scottsdale Camel- back Resort and its team of associates focus daily on these 10 characteristics, calling them the SCR Way: Teamwork, Integrity, Commit- ment, Loyalty to Company, Accountability, Pride, Enthusiasm, Professionalism, Partici- pation, and Personal Responsibility. “Those words really mean something on this property,” Lori adds. “It’s how we deal with associates, vendors, and owners. With one property, 111 villas and a staff of 70, we strive to have everyone work at their maxi- mum capacity. This means each job becomes far greater than its job description. When everyone interacts in a kind and courteous manner with owners, vendors and associ- ates on a daily basis, their job becomes more meaningful. They understand that they are part of something larger in scope and their actions can have a positive impact on the experiences of those they serve.” This translates to a great deal of effort from the executive level to hire, train and recognize associates. Adds Eric Downey, SCR Director of Operations, with the resort for 25 years, “We are surrounded by about 20 luxury resorts within two miles, all clamoring for the best associates, making competition for exceptional candidates truly challenging. This means we don’t always have first choice and may take someone without experience. But after we explain the SCR Way and the can- didates connect with our commitment, they eagerly become part of our great team. They understand that there are new challenges Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | August 2019 | 15
Who’s Running
the Show
Lori Entwistle
received a
BS in Hotel
Administration
from the
University of
Nevada Las
Vegas and was recruited
by Hyatt Hotels for their
management trainee
program. She began her
hospitality career as Food
and Beverage Controller at
the Hyatt Regency Hilton
Head, later transferring to
Hyatt Regency Scottsdale,
as Assistant Purchasing every day, but when we work as a team and and $75 gift cards. The subliminal message
Director. In 1994, she have fun in the process, the final result be- shows that when combined, all of the puzzle
became Purchasing comes exceptional guest service.” pieces can achieve amazing results. On a
daily basis, all managers can hand out puzzle
Director at the Scottsdale Employee Recognition/Bonus Programs pieces “on the fly” as a deed is observed,
Camelback Resort. Everyone enjoys praise and recognition for a
these pieces are also eligible to win a gift
She was promoted to task well done. To remain frequently engaged
card.
General Manager in 2000, with their associates and reward them with Annual employee performance Success Eval-
financial benefits, SCR recognizes their asso-
helping create the resort’s ciates on daily, monthly and quarterly pro-
uations are conducted semi-annually instead
of annually with salary increases given when
foundation, which has grams, sharing their achievement company- appropriate, meaning that increases will come
been recognized as an wide at the time the award is presented. more often. This is aimed at retaining staff
industry benchmark for The quarterly bonus gift card program of vary-
with more frequent financial rewards. The pro-
gram allows managers to be more frequently
legacy properties. Her ing values recognizes associates who have
engaged and provide positive feedback with
leadership at SCR is a excelled to a certain standard within their
financial benefits.
position. This can include helping maintain ex-
testament to her ability change company scores, departmental bud- “Although decisions are always based on
to successfully manage gets and acts of kindness to associates and/ what is best for the resort and its owners,”
an aging property while or guests. These gestures indicate a strong says Robin Freese – Director of Guest Ser-
commitment to the resort and its owners.
maintaining high exchange vices and with the resort for 25 years – “Lori
has found the balance of taking good care
company designations. Lori When a manager recognizes an associate
of our owners, maintaining the resort at the
demonstrating the SCR Way, the manger
is a frequent guest speaker will hand them a piece of a puzzle. Monthly,
highest standards and keeping our associates
for ARDA at national and all associates who have received a puzzle
happy. This is not easy to achieve but her high
energy, keen leadership and upbeat posi-
regional meetings and is a piece are recognized at the General Associ-
tive spirit has helped make this happen. She
ate Meeting. Puzzle pieces are placed into a
Certified Hotel Administrator hopper, with winners receiving a free lunch
consistently takes care of everyone within our
and Registered Resort resort family, knowing if they succeed, we all
Professional. She holds
an Arizona Real Estate
Brokers license and is the
Designated Broker for the
rental program at Scottsdale
Camelback Resort. Lori’s
senior management team
includes: Eric Downey,
Director of Operations;
Robin Freese, Director of
Guest Services; Erin Press,
Director of Marketing and
Revenue and Jennifer
Bohnsack, Director of
Human Resources.
16 | The Resort Professionals’ monthly News Journal since 1987will. This makes for a very tight-knit family
atmosphere.”
Philanthropic endeavors include donating
linens to veterans, women’s shelters and
recycling centers. Past annual manager
outings were at a game arcade and bowl-
ing alley to bring managers together and
create bonds with fellow associates. Lori is
very big on creating teamwork and constant
staff training. The spa director is attending a
wellness conference, maintenance manag-
ers have been to seminars on pool mainte-
nance and the F&B director has attended
food shows and culinary seminars, enabling
them to become more knowledgeable about
their jobs and want to learn and do even
more.
Happily married for 25 years, Lori believes
in a work-life balance for herself and her
team and has recently discovered the fun
and challenge of golfing. She loves interact-
ing with associates and welcoming return-
ing owners that she has come to know
over her many years at the resort, includ-
ing several third- and fourth-generation
families. There is a constant flow in and out
of her office and she most enjoys being
involved with her staff and assisting each
department as they work toward a common
Resort Goal, recognizing that they are all
pieces of the puzzle.
Added Erin Press, Director of Marketing
and Revenue, “I love working at SCR for so
many reasons…but the one that had the
largest impact on my decision to join the
team was that the bulk of our leadership
team has been on property for more than
20 years. It is this commitment and longev-
ity that allows us to drive our vision forward
with a focus on our owners. As a property,
we are able to truly provide a home-away-
from-home experience for our owners, ex-
change guests and rental guests.”
Marge Lennon has been a
publicist for the timeshare
industry since 1978. She can
be reached at 239-841-0553 or
via marge@lennoncommunica-
tions.com
Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | August 2019 | 17COOL STUFF
ISLAND HOPPING The Westin Nanea Ocean
Villas -Lanai View
HAWAII RETAINS ALLURE AS
DREAM VACATION LOCATION
By Judy Kenninger
When Americans are asked where cony, and spacious living and dining
they would like to travel if money were areas. A unique Hawaiian design is
no object, the No. 1 response year showcased throughout the resort with
after year is Hawaii. And why not? textures and finishes native to the Big
The weather is the among the world’s Island’s rich, natural environment.
best, the people have that aloha spirit,
there’s a rich history and culture, the “We are thrilled to open this magnifi-
scenery is nothing short of spectacu- cent oceanfront resort in one of the
lar, and then there are the usual vaca- most beautiful destinations in the
tion suspects, beaches and golf. world,” says Mark Wang, president
and CEO. “Our expansion in Hawaii
With all these attractions, it comes as reflects our long-term commitment to
no surprise that Hawaii is also a top providing a lifetime of vacations for
timeshare destination, with 97 resorts our owners and guests in their most
(6 percent of all U.S. resorts), accord- sought-after destinations.”
ing a 2018 American Resort Develop-
ment Association (ARDA) International Part of HGV’s plan to grow its inven-
Foundation study. tory in Hawaii, Ocean Tower is their
ninth property in the state of Hawaii.
That trend will certainly continue Future openings are targeted for Maui
as major brands are debuting new in 2021 and Waikiki in 2022.
properties, and properties of an age
that would be termed “legacy” in the Marriott Vacations Worldwide, after
its 2018 purchase of Interval Leisure Marriott's Maui Ocean Club
mainland, have found ways to remain
vibrant. Group, now has 12 resorts in Ha-
waii, with six part of Marriott Vacation
Club, one Sheraton Vacation club,
four under the Westin Vacation Club
Brand News brand, and one Hyatt Residence
Club, the Hyatt Residence Club Maui,
In February, Hilton Grand Vacations Ka’anapali Beach, which was awarded
Inc. opened Ocean Tower by Hilton the ARDA ACE Project of Distinction
Grand Vacations Club with a traditional Award in 2015. “Hawaii is one of the
Hawaiian blessing and ceremony. highest demanded destinations,” says
The resort is HGV’s fourth property Ed Kinney, global vice president for
in Waikoloa. Over the course of this MVW. “There had been pent-up de-
multi-phase project, they plan approxi- mand that surpassed our inventory, so
mately 350 units comprised of stu- we added more product to meet our
dios, one-, two- and three- bedroom members’ needs.”
suites including upgraded penthouse
residences. The project’s initial phase, The company is also proactive in
which is now complete, features 72 meeting members’ needs through the
units. They offer resort or ocean views, amenities it provides. “It really var- Ocean Tower Bedroom
and have a full kitchen, private bal- ies by property and by island, but,
OT Grand Opening
The Westin Princeville Ocean Resort
Villas - Pool with Seating Aera
18 | The Resort Professionals’ monthly News Journal since 1987Marriott's Ko Olina Beach Club The Westin Ka'anapali Ocean
Resort Villas North
for example, in Oahu – Marriott’s Ko benchmarks, while generating value
Olina Beach Club has a spectacular in ownership, improved association
golf course,” he says. “On-site, what’s health and reputation for the timeshare
important is the location of the prop- industry as a whole.” Because of this
erty, the pools and beaches. Often, success, Grand Pacific is able to offer
guests are interested in exploring local competitive wages in this higher cost
restaurants, the mountains, and hiking of living market. “All of this, combined
and eco-tourism activities. They really with capturing the hearts of our asso-
want to explore the culture of each ciates, makes our owners and guests
island, which is unique and pretty feel very special,” he says. As a result,
The Westin Ka'anapali Ocean special.” existing owners continue to be the
Resort Villas best prospects for resales weeks and
Kinney credits the high quality of time- the future success of the resort.
share resorts in Hawaii for boosting
the satisfaction rate among visitors. The independent status and organic
Marriott's Kauai Beach Club “This is fantastic for the industry as a growth of many timeshare resorts
whole.” in Hawaii lend complexity. Shawn
Ericson, president/owner at Pohaku
Resort Management, says one of their
managed properties, Pono Kai Resort
Managing for Results
on Kauai, has three separate home-
When it comes to managing timeshare owners associations. “Many resorts
resorts, Hawaii’s abundant appeal has were originally built as whole owner-
its fair share of advantages as well as ships and then developers came in
challenges. Nigel Lobo, chief operating and started buying up those condos,
officer at Grand Pacific Resort Man- annexing them into a new timeshare
agement, which manages resorts in resort within the master association,”
Hawaii, explains that the Aloha spirit in he explains.
Hawaii is a natural fit with Grand Pacif-
These resorts have remained vibrant
ic’s core purpose of “enriching lives by
due to the constant demand. “Even
creating experiences worth sharing.”
when owners can’t come every year,
“It’s really all about providing heartfelt
the exchange companies will tell you,
authentic service,” he says. “The Aloha
Hawaii is their No. 1 desired destina-
hospitality is totally in synch with what
tion,” he says. “So owners will get
Marriott's Kauai Beach Club do as an organization.”
excellent exchanges. In the old days,
In addition to their signature service they sometimes would get two weeks
culture, Grand Pacific’s successful for depositing one week.”
marketing programs contribute to
On the flip side, the many regula-
improved balance sheets. “We have
tions in place in Hawaii add additional
had phenomenal success managing
levels of complexity. “In order to be
the room inventory at our resorts,” he
a manager in Hawaii, you have to
says. “Grand Pacific prides itself on
have what’s called a Plan Manager’s
a 98 percent inventory forecasting
License, something we don’t have to
accuracy rate creating an exceptional
do anywhere else,” Ericson explains.
level of owner satisfaction as well as
“Additionally, our banking is done
valuable rental revenue that yields the
through Hawaiian banks; and from a
best financial outcomes for the resort’s
legal standpoint everything can be a
vacation owners association. Our
little challenging at times.”
inventory strategies dramatically in-
crease owner use, exceeding industry continue on page 28
Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | August 2019 | 19TRENDING NOW
TIMESHARE 101:
It EXISTS and HOW you can HELP the CLASS OF 2020
By Dr. Amy M. Gregory, RRP
Hospitality education in the United initial and future compensation benefits
States experienced its greatest growth when compared to traditional lodging.
in the 1980s – along with the boom- Students that enter the industry report
ing economy and expansion of the back a personal understanding of the
greater hospitality and tourism industry. longevity that exists with employees in
In 1992, there were 128 hospitality the industry. Numerous students who
programs at academic institutions have taken an initial timeshare job to
in the United States offering bach- fulfill a requirement (internship hours,
elor’s, master’s or doctoral degrees summer job, or part-time position)
in the field. These programs varied report their delight in working in such
from generalized study within a more a unique environment with a paycheck
traditional College, i.e., College of Busi- that is difficult to give up or replicate.
ness, to specialized and focused study
Whether it is timeshare-specific course-
of hospitality disciplines and contexts
work or content embedded in a broader
within a hospitality-specific Department
course topic, formalized education
or College, i.e., College of Hospitality &
exposes future employees to the indus-
Tourism Management.
try, provides a foundation of industry
In 2019, Statista (a leading provider of knowledge, and positively influences
market and consumer data) reported overall perceptions. Therefore, it
that there were 19.91 million students seems logical that industry should
enrolled in United States’ colleges. reach out to institutions that have exist-
In the same year, College Factual ing coursework and programs, but also
estimated that 13,547 people would to geographically targeted institutions
pursue a degree in Hospitality Man- that can be gateways for future employ-
agement each year; ranking it 42 in ees. Here are a few ways to engage
terms of popularity out of 384 college with Colleges and Universities:
ID 61271500 © Spaceheater | Dreamstime.com
majors. Institution-specific reports and 1. Attend existing Career Fairs – one
forecasts indicate that enrollments and has declined in the United States. other areas, absorption of timeshare
measure of success for universities
degrees in the hospitality and tourism Just 10 years ago, more than a dozen as a topic within generalized course-
is employment after graduation. As
segment will continue to increase for institutions offered timeshare-specific work rather than a stand-alone course,
a result, most have one, if not more,
the foreseeable future. In addition, coursework or content within a more lack of industry presence on campus
Career Fairs or other recruiting
university Career Fairs, internship generalized area of study. Today, related to student hiring leading up to
opportunities that employers can at-
credit hours and management training timeshare curriculum has dwindled and upon graduation.
tend. Set up like a trade show booth
programs in Hospitality Management with only two institutions offering one or
On the positive side, 10 years of data with lots of engaging headlines, pic-
continue to provide portals for students more courses, explicitly focused on the tures and promotional merchandise.
timeshare industry. A common trend collection and analysis surveying col-
interested in beginning careers in this Be sure to staff your booth with
exists within academia in terms of time- lege students about their perception
field. Given the current labor pool and several employees who can speak
share research and academic publica- of the timeshare industry, its product
record high employment rates, get- to students about your company and
tion. Interviews of academics teaching features and benefits, attractiveness of
ting to students that are considering the opportunities available, collect-
and/or doing research in this area employment, and future willingness to
college, determining degree programs, ing resumes and business cards, or
reveal a number of reasons fueling the use and/or purchase timeshare, contin-
fulfilling internship requirements or having students sign up on an app
decline: reduced course enrollments, ue to indicate that formalized education
nearing graduation has proven to be a or tablet.
lack of funding and/or resources to at the university level leads to a signifi-
successful and efficient way in which to
assist faculty in their development and cantly positive shift in college students’ 2. Schedule an Information Ses-
recruit high potential employees.
delivery of timeshare-specific content, impressions of the industry. Moreover, sion – ask to use/rent available
Sadly, timeshare-specific education realignment of faculty resources to institutions with formalized timeshare- space (an auditorium, a classroom,
related recruitment and hiring tend to a conference room) to conduct an
have more robust student enrollment
“…Timeshare-specific education in timeshare-specific coursework,
information session wherein you
tell students (and faculty) about
programming and events. Interviews
has declined in the United States. with students that are enrolled in the
your company, products/services,
customers, employees, history, cul-
coursework indicate a degree of con-
Just 10 years ago, more than a venience when initially selecting the
ture, etc. Incorporate a few younger
employees who recently graduated
course more so than a genuine interest
dozen institutions offered timeshare- in the topic. However, interest in the
college and can speak to their ca-
reer story at your company.
topic increases as students are more
specific coursework or content... To- educated and aware of the size of 3. Be a Guest Speaker – faculty
the industry, diversity of career paths, and students benefit from having
day, timeshare curriculum has dwin- opportunity to work at or with a resort- industry come in to the classroom.
style product, pathways for advance- Check the course offerings at the lo-
dled with only two….” ment and cross-training, as well as the cal university to find a relevant topic
20 | The Resort Professionals’ monthly News Journal since 1987ID 149492761 © Jennifer Retholtz | Dreamstime.com
on which you’d like to speak, then varied to expose them to various PROVIDING A CLEAN ENVIRONMENT
SHOULD BE A WALK IN THE PARK
reach out to the Department Chair parts of the organization and fairly
or Faculty listed on the institution’s compensated. There is a beginning
website for an opportunity to come and an end with the goal (but not a
in to the classroom. promise) of long-term employment. The DOGIPOT® line of products combines
unparalleled convenience and superior durability to
4. Schedule a Property Visit – field Reach out to universities and colleges
trips work for classes, student clubs/ to learn about what they are already help you do the job you love better and ensure the
organizations and students liv- doing, what things you may do to as- perfect park experience whether on two legs or four.
ing on campus, as well as faculty. sist, and how you can work together
“…Interest in the topic increases as
students are more educated and
aware of the size of the industry,
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Everyone benefits from seeing how to achieve common goals. Most
what they are doing in the class- institutions have a Student Services
room applies to and fits in with the Office and that is a great place to start
“real world.” Consider including a as these areas may often be over-
speaker panel populated by indi- whelmed with needs.
viduals at various levels in multiple
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5. Host a Workshop – help students Management – Department of Food-
understand how to interview, create service & Lodging Management. After
a business card, build a network, more than 20 years in the timeshare
search for and apply for jobs, or industry, Amy was hired by UCF to de-
make their resume more impactful. velop/teach the timeshare curriculum,
This provides a service to the uni- expand academic
versity while allowing your company research in the
to interact with potential employees. timeshare seg-
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Tell them you saw it in The Trades 931-484-8819 | www.ResortTrades.com | August 2019 | 21You can also read
