kinder collections strategies that put customers first...

VACATION INDUSTRY JULY – SEPTEMBER 2019

PROFILES: Bay Gardens Beach Resort SGI Vacation Club Sheraton Kaua‘i Resort Sunrise Suites by Lifestyle

BRAND FIT

ConnectionsThatCreateCredibilityandCachet

AQUA-ASTON HOSPITALITY

Sharing Aloha Values

KINDER COLLECTIONS

Strategies That Put Customers First

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JULY – SEPTEMBER 2019 RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW

PROFILESSheraton Kaua‘i ResortSharing 50 Years of Ohana 32

Sunrise Suites by LifestyleAll-in for All-Inclusive Luxury 36

Bay Gardens Beach ResortMaking a Splash in St. Lucia 38

SGI Vacation ClubMalaysia’s Timeshare Champion Stays Strong 42

IN EVERY ISSUEInsight Time off for Good Behavior 4

In BriefIndustry News Roundup 6

InsiderBenefits, News, Updates, and More 8

Back PageWhat We’re Talking About 52

FIND US ONVacation Industry Review is published by Interval International. It is designed to provide accurate and authoritative information regarding the subject matter covered. It is published with the understanding that the publisher is not en gaged in rendering legal, accounting, or other professional ser vice. If legal advice or other expert assistance is required, the services of a competent professional should be sought.

©Interval International, 2019. All rights reserved. Reproduction of any part of this publication without written consent is prohibited.

advertisingChristine Mas PalmasonInterval International305-925-7025 [email protected]

For address changes and corrections, or to receive a complimentary subscription, please send an email to [email protected].

CONTENTS

36

IN REVIEW Meetings Forging Forward at ARDA World 2019 12

Finance Newer, Kinder Collections Strategies 16

Spotlight Aqua-Aston’s Seven Decades of Advocacy 20

Trends Resort Developers Jump on the Brandwagon 26

JULY – SEPTEMBER 2019 RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW

executive editor Torey Marcus

editor-in-chief Betsy Sheldon

creative director Ailis M. Cabrera

associate editor Paul Sisolak

staff writers J.B. Bissell | Laurie Gallardo

graphics manager George A. Sariego

senior graphic designer Maria Garcia-Aguilar

graphic designers Frank Gonzalez | Cristina Mencia

graphic artist Jessica Rivas

assistant vice president graphics and production Janet L. Orr

photo editor Kimberly DeWees

production director Claire S. Sayan

American Resort Development Association 15DG Film Company 46Dream Vacation Week 31Entertainment Promotions 47Equiant 48Fidelity National Timeshare 49Harbor Linen 50Info-Exchange 35Interval International IFC, 3, 5, 9, 10, 17

Interval World IBCLeisure Time Passport 25Meridian Financial Services 51Vacation Industry Review 41Vacation Industry Review Digital BCVIP Gold 35VRI 19Winners Circle 35

Advertising Index

“We expect our exchange company

to bring technological innovation — as well

as quality and experience — to the table.

We want a partner that anticipates our needs,

exceeds our expectations, and takes care of our

valued owners. And Interval

delivers that and more.”

D E M A N D E X C E L L E N C E . D E M A N D I N T E R V A L I N T E R N AT I O N A L .

DAVID SIEGELFOUNDER, PRESIDENT, AND CEO | WESTGATE RESORTS Affiliated with Interval International since 1991

INSIGHT JULY – SEPTEMBER 2019 RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW

BY Jeanette E. MarbertPRESIDENTANDCEO,

INTERVALINTERNATIONAL

Time off for Good BehaviorIt’s been one of those weeks — a calendarpackedwithpresentations,meetings,appoint-ments,andevenalast-minutebusinesstrip.Attheendoftheday,stiflingatwingeofguiltforthedistraction,Isneakamomenttothinkaboutmyupcomingvacation,hikinginEuropewithmyhusband.

It’saparadox,tobesure:Wecanprovideourownersandmemberswithbucket-listtravelexperiences theydreamofand reinforce the

notionthatvacationsareaneed,notawant.Butwhenitcomestowalkingthetalkourselves,thoseofusinthevacationindustryareoftenguiltyofbeingoutofstep,leavingourowntimeoffonthetable.

We’renotalone:AccordingtoresearchfromtheU.S.TravelAssociation,morethanhalfofAmericansdonottakeallthevacationtimecomingtothem.Andthestudyshowsmultipleconsequences.

First,itaffectstheeconomy.In2017,705millionvacationdayswentunused,representingaUS$139.5billionlosteconomicoppor-tunityfromdirecttravelspending.HadAmericansusedthattime,theactivitycouldhavegenerated1.9millionjobsrelatedtotourism.

Vacations—orthelackthereof—alsohaveanimpactonhappi-nessandhealth.TheU.S.TravelAssociationreportsthat61percentofthosewhotakeallormostoftheirtimeoffandtravelarehappierwiththeirhealthandwellbeing;comparedwithjust39percentofthosewhotakelittletonotimeoffandstayathome.

Numerousstudiessupportthepositiveimpactofvacationsonworkproductivity.Butwhatreallycaughtmyattentioninthefindingswastheeffectoftravelonjob satisfaction.Ofthosewhotakeallormostoftheirvacationtime,59percentreportthatthey’re“very”or“extremely”happywiththeircompany,comparedwith46percentofthosewhotakelittletonotimeoff.Further,57percentofAmericanswhotakeallormostoftheirtimeoffindicatetheyarehappywiththeirjob;comparedwith46percentofthosewhotakelittletonotimeoff.

Whatdoesallthismeanforus?Wehavearighttobeproudthatweofferacriticalservicetoourowners,members,andcustomers.Weasemployerscanimprovejobsatisfactionandworkproductivitybystronglyencouragingemployeestousetheirvacationtime.Andweasindividualswhomayspendlonghoursatademandingjobnotonlydeserveavacation,butareactingresponsiblybytakingone.

AndIforonehappilyembracethatresponsibility.Evenafteragruelingweek,Ifindmyselfoptimistic,centered,andcalm.Andthere’snodoubtthattheanticipationofmyvacationiswhat’sfeed-ingmyZen.

“When it comes to our exchange partner, we want a transparent

relationship with a company that quickly responds to our members’ needs, providing

them the high quality of experiences that Karisma offers. We insist on a partner

that has a big-picture perspective, aligned with our goals and

values. And we found that with Interval.”


RINALDO FERNÁNDEZPRESIDENT | KARISMA HOTELS & RESORTS GLOBAL TRAVELERS CLUB DIVISION Affiliated with Interval International since 2011

THOSE OF US WHO MAKE VACATIONS HAPPEN FOR OTHERS HAVE A RESPONSIBILITY TO MAKE OUR OWN TIME OFF A PRIORITY.

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JULY – SEPTEMBER 2019 RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW RESORTDEVELOPER.COMVACATION INDUSTRY REVIEWIN BRIEF

Names in the News

Denis EbrillisthenewmanagingdirectorofAqua-AstonHospitality,wherehebeganhisroleattheHonolulu,Hawaii–basedcompanyinMarch.EbrillwillleadAqua-Aston’sbusiness,aswellastheexpansionofitscurrentportfolioofproperties.He’llalsocontinueasseniorvicepresident–AmericasHawaiiforMarriottVacationsWorldwide’svacationownership

segment.BeforeAqua-Aston,Ebrillledtheacquisition,development,andconstructionteamforILG’svacationownershipsegment,andheldleadershippositionsatMeliáHotelsInternational,StarwoodHotels&ResortsWorldwide,andITTSheratonCorporation.

Jason GamelwasnamedpresidentandCEOoftheAmericanResortDevelopmentAssociation(ARDA)inApril.Gamel,formerlyWyndhamDestinations’seniorvicepresidentoflegal,wasselectedduringanationwidesearchtoreplacehispredecessor,HowardNusbaum,whoretiredafterservingfornearlytwodecades.PriortohisroleatWyndham,Gamelworked

forARDAasvicepresidentofgovernmentaffairs,and,beforeARDA,servedasahospitalityassociateatBakerHostetler.GamelbeganhisnewleadershiproleatARDAonMay15.

Neal GoldnerhasjoinedMarriottVacationsWorldwideasvicepresidentofinvestorrelations.GoldnermostrecentlyheldthesametitleatAvisBudgetGroup,Inc.,forthelastnineyears.HepreviouslydevelopedastrategicinvestorrelationsplanforFortune500healthcareservicesfirmHenrySchein,andpriortothat,directedinvestorrelationsandcompetitoranalysisfortheKelloggCompanyinBattleCreek,Michigan.GoldnerisalsoadirectorofNIRIVirtual,aprofessionalassociationofinvestorrelationsofficers,andispastdirectorofNIRINewYork.

Arthur Spaulding,aveteranrealestateattorneywithdecadesofexperienceinthehospitalityandvacationownershipsectors,hasbeenappointedchairoftheAmericanResortDevelopmentAssociation’s(ARDA)EthicsCommittee.Spaulding’sresponsibilitiesincludeheadingthecommittee’smeetingsandreportingtotheboardofdirectors,andoverseeing

theinterpretationandenforcementoftheARDAEthicsCode,accordingtoRobertClements,ARDAvicepresidentofregulatoryaffairs.AlongtimepartnerwithCox,Castle&Nicholson,SpauldingpreviouslyservedtwoseparatetermsasamemberofARDA’sboard.

Resort News

Bluegreen Vacations CorporationannouncedamergerthisMarchwithFortLauderdale,Florida,holdingcompanyBBXCapital.Currently,BBXownsapproximately90percentofBluegreen’scommonstock.Followingthemerger,BluegreenshareholdershavetheopportunitytopurchasesharesofBBXCapital’sClassAand/orClassBCommonStock.ArecentwinnerofthreeawardsattheARDAWorld2019conference,Bluegreenhasmorethan220,000ownersinitsvacationownershipprogram.

Oyster Bay Beach ResortandThe Westin St. John Resort Villasarebackinbusinessafterbothproperties,damagedintheaftermathofhurricanesIrmaandMariainSeptember2017,hadshutdownindefinitely.OysterBay,locatedontheeastsideofSt.Maarten,fullyreopenedinFebruaryaftercompletingthelastofanextended,three-phasereconstructionthatinvolvedrefurbishing182totalunits.The16-monthrecoveryandrestorationeffortsofTheWestinSt.John,intheU.S.VirginIslandsencompassedconstructionofnewbalconiestoitsstudiovillas;newfurnitureinallvillas;andnewmetalroofstowithstandfutureelements.

Le Blanc Spa Resort,inCancún,Mexico,completedaUS$30million,inside-outrenovationthisspring.All260roomsattheresortwereredesigned,withneutralcolorschemes,privatebalconies,whirlpooltubsandluxurybathrooms,plusothertouches.Inaddition,theLeBlanclobby,meetingspaces,guestsuites,andon-siterestaurants—withrevampedmenus—alsoreceivedarefresh.ThereopeningofLeBlancSpaResort,PalaceResorts’flagshipproperty,followsthegrandopeninglastyearofLeBlancLosCabos.

Anantara Vacation Clubannouncedtwonewpartnershipsearlierthisyear,withNHHotelGroupandChinaSouthAirlines.ThefirstventureseesAnantaralookingtodiversifyEuropeantravelofferingsanddestinationsandgivemoreflexibilitytoitsClubPointsmembers.WiththeChinaSouthAirlinesdeal,AnantaraEliteClubownerscanconverttheirpointsintoairlinemiles,whiletheairline’sSkyPearlClubmemberscanearnmileswhenstayingatanAnantararesort.

Industry News

Theyear2018sawUS$471millionintotalfractionaltimesharesales,amongotherdevelopments,accordingtoThe Shared Ownership Resort Real Estate Industry in North America: 2019,releasedthisspringbyconsultinggroupRagatz Associates.Thereportsummarizesseveralpositiveindustryindicatorsandhighlightswithinthelastyear,including:• A12percentincreaseinprivateresidenceclubsalesvolumes• 50totalfractionalinterestprojectsandprivateresidence

clubsinactivesales• A7percentriseinaveragesalesvolumeperdevelopment• A9percentaveragepriceincreasepershareandsquarefoot

Topurchaseacopyofthesurvey,visitragatzassociates.com/surveys/2019.

Tourismworldwideexperienceda6percentincreasein2018,with

1.4billioninternationaltouristarrivals,accordingtothelatest

UNWTO World Tourism Barometer,areportpublishedbytheWorldTourism

Organizationsixtimesayear.UNWTOpreviouslyforecastedreachingthebillion-plusmarkby2020,butcitedtheearlygrowthtostrongereconomicconditions,moreaffordableairtravel,newtechnologyandbusinessesmodels,andgreatervisafacilitation.NorthandSouthAmericasaw217millioninternationalarrivals,witha4percentand3percentincrease,respectively.CentralAmericaandtheCaribbeanexperiencedslighttourismdips,down2percenteach,attributedtotheimpactofhurricanesIrmaandMariainlate2017.

Equiant recentlyannouncedthereleaseofeqConnect,afullyintegratedcontactmanagementsystem,developedbytheaccountsreceivableservicingprovider,withthegoalofhelpingitsclientsstreamlineandbettermanagecontactcentervolume.AccordingtoPeterMoody,Equiant’schiefbusinessdevelopmentofficer,eqConnectusescloudtechnologytoallowclientstoservicetheiraccountsin-housewithavarietyofintegratedfeaturestoenableaneasiercustomerserviceexperience,includinganagentlessdialingfunction,real-timekeyperformanceindicators,andmore.

Inothernewsabout Equiant, thecompanyhasreceivedaconsumerfinancerankingofStablefromMorningstarCreditRatingsLLC—predictingthattheconsumerfinanceprovider’scredithealthwillcontinuetoremainpositive.MorningstarrankedEquiantonseveralofitskeystrengths:• Equiant’sexecutivemanagementteamandstrategicsenior

managementhires• Enterpriserisk-managementstrategy• Strongtechnologyenvironment• Third-partyauditing• Trainingandcomplianceprogramforemployeesandexternal

clientsThenewsfollowsrecentdevelopmentsfromEquiant,aprovider

of accountsand loan receivables servicing technology, includ-ingthehiringofnewtalenton itsexecutiveteam;thedebutofeqConnect;andco-sponsoringcapitalmarketsconferenceSFIG2019inFebruary.

Awards and Recognitions

MarriottVacationsWorldwide(MVW)hadabigpresenceatthe2019ARDAAwardsinApril,winningtwoofthegala’smostprestigiousaccolades.MVWtookhometheACE—ARDACircleofExcellence—Awardforbestcustomerservice,andSteve Weisz,MVWpresidentandCEO,wasrecipientofARDA’sprestigiousLifetimeAchievementAwardforhisyearsofdedicationandaccomplishmentsintheindustry.FormoreonARDAWorld2019,readtherecaponpage12.

Meetings and Events

Followingpastempoweredthemessuchas“TakingOwnership”and“ActionChangesThings,”“TheNextChapter”describesRDO10,theupcomingannualconferencebytheResortDevelopmentOrganisation,Europe’svacationownershiptradeassociation.TheconferencefromSeptember11to12,attheDonCarlosHotelinMarbella,Spain,willengageattendeeswithsessions,forums,andguestspeakersfocusingonthetechnologicallydrivenchangesaffectingEurope’stimesharesector,fromtheinfluenceofartificialintelligenceandautomation,totheimpactofsocialmediaandonlinebooking.Toregisterandformoreinformation,visitrdoconference.org.

Denis Ebrill

Arthur Spaulding

Jason Gamel

Oyster Bay Beach Resort

Le Blanc Spa Resort

Weisz, right, with former ARDA President and CEO Howard Nusbaum.

6%

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CRUISE EXCHANGE MAKES WAVES

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INSIDERA F F I L I A T I O N S

W H A T M E M B E R S L O V E

N E W B U S I N E S S

Banyan Tree Cabo MarquésisthenewestpropertyforGrupoMexicanodeDesarrollo.Locatedinanexclusive,master-plannedres-identialcommunityoverlookingthePacificOcean,villasfeatureanopen-planlayout,with large terraces, travertine tiling,high-end touches, private pools, and majesticseaviews.Amenitiesincludeatrioofrestau-rants;twooutdoorpools;afull-servicespa;afitnesscenter;anartgallery;cookingandyogaclasses;andround-the-clockconciergeservices.Nearbyaredeep-seafishing,boattours,andhorsebackriding,plusshopping,dining,andnightlife.

Plaza Barra First inRiodeJaneiro,Brazil,istheninthPlazaVacationClubresorttojoinInterval International’sexchangenetwork.OwnedandoperatedbyPlazaHotéis,PlazaBarraFirst’s174unitsarepartofamixed-usecomplex.Amenitiesandactivitiesincludearestaurant,agymandsauna,akids’club,anoutdoorswimmingpool,andagardenarea.Off-site,ownerscanplaygolf;shopatupscalemalls; surf at Barra da Tijuca or ReserveBeach;orexplorenatureattheMarapendiEcologicalPark.

Aqua-Aston Hospitalityhassignedaman-agementcontractforCopperWyndResort&Club,inScottsdale,Arizona.TheresortisundergoinganextensiveUS$60millionren-ovationwithexpectedcompletionin2020,atwhichtimeitwilljointheranksofMarriottInternational’sAutographCollectionHotels.CopperWynd includes the award-winningrestaurant,Flourish,afull-servicespa,anextensivefitnesscenterwithtwoswimmingpools,alightedtenniscourt,andmore.

AttheheartofanIntervalInternationalmembershipistheabilityformemberstoexchangetheirvacationtimeandvisitsomewherenewandexciting.IntervaltakestheconceptofresortexchangeagiantleapfurtherwithitsIntervalOptions®benefit.AvailableexclusivelytoIntervalGold®andIntervalPlatinum®members,IntervalOptionsgivesthemtheabilitytotradetheirresortweekorpointstowardthepurchaseofacruise,hotel,tour,golf,orspavacation,oruniqueIntervalExperiencesadventure.

OneofthemostpopularcomponentsofIntervalOptionsiscruiseexchange.“Cruisingismorein-demand than ever before,” says Sharon Freed,Interval’sseniorvicepresidentofconsumermarket-ing.“Andforgoodreason,withmoreitinerariestomoredestinations,andmodernshipswithabevyofamenities,activities,andculinaryofferings.”Awidevarietyofsailingsareavailable,fromtheCaribbeantoAlaskatotheMediterraneanandbeyond,andaboardtheworld’smostpopularcruiselines.JustanotherwayIntervalInternationaladdstothevaluepropositionofvacationownershipandexchange.

IntervalInternationalisunveilinganexcitingnewwaytoengagemembersthroughtheirsharedloveoftravel:membercruises.TheprogramwilllaunchonNov.30,2019,withtheinauguralseven-nightEasternCaribbeanmembercruiseaboardRoyalCaribbeanInternational’snewestship,theSymphony of the Seas.Theopportunityprovedsopopular,thecruisesoldoutinamatterofdaysafteritwasannouncedtomembersinMarch!

Onceonboard,memberswillinteractwithateamofIntervalambassadors,andenjoyaslateofInterval-centriceventsandexclusives,suchascocktailparties,forums,andshoreexcursions.

Interval’sMemberCruisesaresuretochangethewaymembersinteractwitheachother—andreinforcethevalueoftheirIntervalmembershipand,theirvacationownership.

INTERVAL’S FIRST-EVER MEMBER CRUISE SOLD OUT IN DAYS

“We want our exchange company to be as forward-thinking as we are. We sought

a property with an out-of-the-ordinary amenity, and with encouragement from Interval, we acquired a

resort — and a water park. We’ve found a partner with a shared vision, a partner who saw beyond the expected

and steered us toward the exceptional.”


APARECIDO MORAESDEVELOPER | THERMAS HOT WORLD, BRAZIL Affiliated with Interval International since 2018

10 11


THANK YOU

TO OUR SPONSORS AND ATTENDEES!

We had a great night and supported the ARDA International Foundation.

INTERVAL INTERNATIONAL’S

PARTY WITH A CAUSE 2019

PLATINUM SPONSORS GOLD SPONSOR SILVER SPONSORS

THANK YOU

TO OUR SPONSORS AND ATTENDEES!

We had a great night and supported the ARDA International Foundation.

INTERVAL INTERNATIONAL’S

PARTY WITH A CAUSE 2019

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JULY – SEPTEMBER 2019 RESORTDEVELOPER.COMVACATION INDUSTRY REVIEWMEETINGS

Amottoof“50Forward”madeperfectsenseforthisinstallmentoftheannualtradeshowandconvention,commemoratingARDA’sgoldenanniversarywhilechampioningafuturechargeforthenexthalf-centuryahead.

HeldinAprilattheHiltonOrlando,theconferenceofferednearly1,700timeshareindustryprofessionalsavarietyofeducationalmod-ules,forums,andpanels.ItalsomarkedaturningpointinARDAleadership,asthelastARDAWorldhostedbyHowardNusbaum,ARDA’slongtimepresidentandCEO.

Embracing Disruption “Toremainrelevant,you’vegottothinkdifferently,”saidDavidNour,author,growthstrategist,andrelationshipeconomicsexpertwhodeliveredtheconference’skeynotespeech.“Whatmyparentsboughtatimesharefor,isnotgoingtobewhyIbuyit;certainly,notgoingtobewhymykidsmightbeinterested.”

Nour urged attendees to embrace “market disruptors” —

game-changersliketheAirbnbs,Ubers,andvarioussocialmediachannels — propelling vacation companies to avoid complacentbusinessmodels,andmodernizetheirlevelofservice.

“Disruptorsmakeyoulookinthemirrorandlevelupyourgame,”hesaid.“Ifmarketdisruptionisn’tpartofyourdailyvernacular,howdoyouexpecttostayrelevant?Ifyou’renotpartofthesechannels,you’renotpartofthoseconversations.”

Innovators and InfluencersTakinganinnovativestance,cultivatingacultureofindustryinfluenc-ers, and embracing emerging technology to empower consumerswerecentralthemesatARDAWorld,woventhroughseveralsessions.

“Forus,innovationstartssimple,”saidLaniKane-Hanan,exec-utivevicepresidentwithMarriottVacationsWorldwide,aspartofapaneloninnovativebestpractices.“Itmightstartwithanidea,oraproductenhancement,oracost-savingmeasure.The‘what-ifs’pro-videtheideation.”

ARDA WORLD

2019The American Resort Development Association celebrates its 50th anniversary at ARDA World 2019, setting course for the next 50 years ahead.

BY PAUL SISOLAK

An optimistic and palpable semblance of change was in the air during ARDA World 2019 — a distinct feeling that ARDA and the vacation ownership industry have reached a critical junc-ture, bridging past achievements and embracing future opportunities.

Onepanelofmarketingleadersfocusedontechnologyimplemen-tationtoovercomesalesobjections,catertothedemandsofmillennialbuyers,alignwithsocialmediainfluencers,andrebrandon-sitesalescenters.Examplesincludedcolorful,invitingsalesofficesthatutilizeduser-generatedcontentwithInstagramorFacebookphotos.

Duringanothersessiononnewtechnology,MikeDudick,presi-dentofBreckenridgeGrandVacations,saidthatadvancedanalyticsallowedBGVtostartpsychographscoringoftheirtourslastyear,con-firminga16-percentincreaseinbusiness.

“We’reable to statistically see the tide rise forourbusinessbecausewe’reusinganalyticstoreallyhoneinonwhoshouldbetalkingtowhom,”hesaid.“That’sbeenahugechangeforus.”

New PlayersThisyearsawtheintroductionoftimely,urgenttopicstothetimesharestage.Onepaneldiscussionon the lawsgoverning the terminationandextensionoftimeshareplanswasprompted,inpart,bytherecent

formationofARDA’sCoalitionforResponsibleExit.Othersessionsaddressedproblemssuchasthelaborshortage;thestateoftheeconomy;foreign-marketgrowthpatterns;strategicITplanning;urbantimeshare;technologyandcompliance;andtaboolegalmat-ters.Followingitsinauguralsuccessatlastyear’sARDAWorld,asecondmarketing/brandingpanelcollectedathinktankofindustryexperts.

TherealnewplayerstotheconferencemainstageweretheentrepreneurswhopitchedtheirproductsandideastoapanelofexpertjudgesatTheLion’sDen—ARDAWorld’sversionofShark Tank,includingdirectbookingproviderStayWanderful,andVirtualConcierge Service, a provider of in-room smart speakers, à laAmazon’sAlexa.

Innovatormostlikelytosucceed:vacationrentalmanagementsoftwarecompanyFuturestay.Sleepbox,creatorofplug-in,micro“nappods”forplacementinairportloungesandhotellobbies,wastheaudiencefavorite.

CLOCKWISE FROM TOP LEFT: ARDA World 2019’s opening session brings a standing ovation. Mark Wang passes the ARDA board of directors chairman gavel to Robert Spottswood, as Howard Nusbaum, ARDA president and CEO, looks on. Keynote speaker David Nour. Attendees network at a conference mixer. A panel of chief marketing officers engages in discussion. MVW President Steve Weisz receives the ACE Lifetime Achievement Award.

AR

DA

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Passion

AstheAmericanResortDevelopmentAssociationcelebratesitsgoldenanniversaryin2019,IntervalInternational—anARDAmembersince1976—salutesourdedicatedtradeassociationanditsproudpastaswelooktoapromisingfuture.

ARDAembodiesthequalitiestoguideourindustryintoanewgoldeneraofcontinuedsuccess.

Education

Leadership

Bridge-BuildingAdvocacy

Honoring 50 Years of Industry Service

Passing TorchesAttendeesalsobidfarewelltoNusbaum,whoannouncedhisretirementlastyearafter19yearsaspresidentandCEOofARDA.

“HowardNusbaumisoneofthosetrulyspe-cialpeopletoourindustry,”saidARDAboardofdirectorsChairmanMarkWang,priortoNour’skeynoteaddress.“Hisaccomplishmentshavebeeninnumerable.Howardwasalwaysavailableandaccessibletoourmembers,toourleadership,

themedia,WallStreet,andhisstaff.HehelpednavigateusfromaUS$3.5billionindustrytonearlytriplethatamounttoday.”

“IfeellikesometimesIgetalittlebittoomuchcredit,”respondedNusbaum.“IfeellikeI’vebeenaconductorofagreatorchestra.Ithinkofthecomposers—inmyworld,the10gentlemenwhohavebeenthechairmeninmytwodecadeshereatARDA.They’retheoneswhowrotethesongs.ThemusiciansaretheARDAstaff.They’retheoneswhomakethemusic.AllIdoisjusthitthebaton.”

Nusbaum introduced his successor, Jason Gamel. FormerlyWyndhamDestinations’seniorvicepresidentoflegal,GamelwasslatedtoassumehisnewrolewithARDAonMay15.“I’mreadytolead,andI’mreadytolisten,”saidGamel,promisingtolaygroundworkforthenexttwodecadesandbeyond.

Likewise,Wang,presidentofHiltonGrandVacations,endedhistenure as ARDA board chairman by handing his gavel to RobertSpottswood, president/director of Spottswood Companies, whobeginsatwo-yeartermendingin2021.

A Party — With a Cause Ontheentertainmentfront,IntervalInternationalpresenteditssigna-turefundraisingconcertevent,PartyWithaCause,onthesecondnightoftheconference,wherealternativerockersLifehouserockedtheOrlandoHouseofBlueswitha90-minuteset,playinghitssuchas“HangingbyaMoment”and“HalfwayGone.”

Atthestartoftheparty,JeanetteMarbert,IntervalpresidentandCEO,andMarcosAgostini,Interval’sexecutivevicepresidentofglobal

salesandbusinessdevelopment,recognizedandthankedNusbaumforallhe’sdonefortheindustryoverthelasttwodecades.

ThelegendaryindustryeventsupportsandbenefitstheARDAInternationalFoundation’songoingindustry,research,andoutreachefforts.

ARDA Awards and AccoladesAttheawardsgaladinneronthefinaleveningofARDAWorld,MarriottVacationsWorldwide(MVW)receivedtheARDACircleofExcellence(ACE)Awardforbestcustomerservice.SteveWeisz,MVW’spresidentandCEO,wasalsohonoredwiththeprestigiousLifetimeAchievementAward.

“Iamincrediblyhumbledbytheselection—especiallywhenyouconsidertheindividualswhohavereceivedthisawardinthepast,”saidWeisz,followingtheevent.“WhileIamveryhonored,IthinkitismorereflectiveoftheverytalentedgroupofindividualsIhavehadtheprivi-legetoworkwithovertheyears.Invirtuallyallaspectsofbusiness,theaccomplishmentsofonearereflectiveoftheexponentialpoweroftheteam.”

ThenextARDAWorldconferenceistentativelyscheduledforMay2020inHollywood,Florida.

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ABOVE: Lifehouse plays the Orlando House of Blues. RIGHT: The band poses with Interval Chairman Craig Nash, second from right, and Interval President and CEO Jeanette Marbert, center. LEFT: Marbert and Marcos Agostini, Interval’s executive vice president of global sales and business development, pay tribute to Nusbaum, center.

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JULY – SEPTEMBER 2019 RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW RESORTDEVELOPER.COMVACATION INDUSTRY REVIEWFINANCE

ompassion, empathy, and consideration. They’re notusuallydescriptionsthatcometomindwhenthinking

ofdebtcollection:ofsomehaplessdebtorstrong-armedtopayup,absentanysemblanceofcaringcustomerservice.

Agrowinggroupoffirst-andthird-partycollectionsexpertsseekstotransformthisstereotypewithakinder,gentlertouch.Advocatesofthisnewapproachmaintainitcanultimatelyprovebetterforbusinessandsignalamuch-neededmes-sage: Collection companies care about their customers andsincerelywanttohelperasetheirdebt.

ThisattitudinalshiftcanbetracedbackadecadetotheGreatRecession. Lawsuits against collectorswerecommonplace,and collection agencies felt the financial sting. It was time forachange,accordingtoGregoryB.Sheperd,presidentofdebtcollection and financial services provider Meridian FinancialServices, Inc. “Collectionagencies realized theyneeded tobegentler,”herecalls.“Notonlytoabidebytherules,buttotreatconsumerswithmoreempathy,dignity,andrespect.”

Craftinganewmodeofcollectionsmightspellabetterfinan-cialfutureforallparties.“Ithinkthattheindustry—inordertosurvivelongterm—hastostoplookingatourcustomersassomeonewhoonlypurchasedadeed,”saysMatthewMeyers,vicepresidentofStarIslandDevelopment.“Ifyoucontinuetotreatyourcustomersinacustomer-unfriendlyway,you’lllose1percentoneyear,2percentthenextyear,andthatcanturninto20percentinthenext10years.”

Proposedfederalrulesallbutreinforcingthedebtcollectionstatusquomightmakethepushforakindercollectionsstrategyagreaterchallenge.InMay,theConsumerFinancialProtectionBureausuggestednewregulationspermittingcollectionsagen-ciestocallcustomersuptoseventimesaweek,andputtingnolimitsoncontactviatextmessagesandemails.

Whilethatmightsignalanuphillbattleforthoseadvocat-ingachangeintheircollectionspractices,somecollections

professionalsseeitasanopportunitytoadoptnewstrategiesimplementingakinder,gentlerapproach.Hereareseventostart:

1. Survey the SituationInitiateaconversationwithconsumerstoasktherightexplor-atoryquestionsaboutthemselves,theirprofession,income,timeshareinvestment,pluspotentialreasonswhytheirdebtpersists(likeajoblossorillness).Understandingthateveryfinancialsituationandcircumstanceisdifferentpreventsunnec-essaryassumptions.

“Ifyoucanfindawaytoshepherdpeoplethroughthosethings,bigandsmall,youcanenhancetherelationshipyouhavewiththem,”saysWadeBurns,directorofEquiantFinancialServicesInc.’scontactcenter.

2. Customize Channels of ContactConfirmyourconsumers’preferredmethodofcontacttoensurenocommunicationgoesoverlooked—andthatyouragentsandaccountmanagersaccommodatetheirneeds.

Aphonecallmayworkforonedemographic.Othersmayprefercommunicationviasnailmail,email,ortext.“Iwanttobeabletofacilitatewhateverchannelofcontacttheconsumerwants,”saysBurns.“Whetherit’svideochat,text,call,Idon’tneedtoforcetheinteractioneitherway.”

3. Introduce IncentivesIncentivizeconsumerswithperks,discounts,andspecialoffersthankingthemfortheirbusiness;motivatethemtopay;offsettheirfinancialburden;andinsomecases,preventinterruptionstotravelandvacationplans.

“Cometothemnotfromacollectionpointofview,buta‘We’relookingtohelpyou’pointofview,”advisesMeyers.“Ifanownerpaysbyacertaindateifthey’vestayedatStarIsland,

Continued on page 18

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Continued from page 16

they’llget30percentoffmassagesand25percentoffdrinksatthebar.Littlethingslikethatgivethemmorevaluefortheirmembershipwhilethey’rehere.”

IfallowedbyMeridian’sclient,consumerswhopayinfullareofferedaDreamVacationWeekcertificatefromIntervalInternational.“It’sagreatwayforustorewardthosewhokeeptheirpaymentarrange-mentsand,iftheyhadpreviouslylostusageoftheirweek,stillgivethemanopportunitytotakeavacation,”saysSheperd.

4. Negotiate Payment PlansEmbrace theartofnegotiatingwith thegoalof reachingafinan-cialsolutionamicableforbothconsumerandcollector—evenifitmeanscollectingonlyaportionofanoutstandingbalance.

“Wewanttoworkwithourowners,”saysMeyers.“Peoplewhoboughttimesharein2006or2007,theyput10percentdownona$25,000sale,theeconomywaslookinggreat,andthentheylosttheirjoborhouse.Andthe$20,000theyowedwithinterestandfeesbal-loonedto$40,000or$50,000.Wehavetoberealisticthatthey’renotgoingtopaythatmortgage.Arewewillingtosettlewiththemwherethedeveloperdoesn’trecoupthosecosts?Ofcourse,weare.”

StarIslandproposesflexiblepaymentplansforownersdelinquentuptotwoyears;forothers,aone-timesettlementpayment.Sincetheoffersstartedin2017,73StarIslandownershavepaidinfull—proofthatamoreamenablestrategycanproduceresults.5. Cultivate Autonomous ConsumersAllowconsumerstheopportunitytohaveasayinhowtheypay.Aswithindependencechoosingtheirpreferredpaymentplanandcom-municationchannel—ratherthandecidingforthem—it’sonemoreavenuetoempowerownerswithaddedleverage.

Meridian,forexample,exhibitsonlinevirtualpaymenttechnolo-gies.“Theconsumercanmaketheirownpaymentarrangementsandbypasstheagentcompletely,”saysSheperd.“Saytheconsumers’rea-sonfornonpaymentisafinancialone,andtheyareembarrassedbytheirsituation:Wetrytoremovethoseobstaclesbylettingthemmakethepaymentsonlineandavoiddealingwithouragentsaltogether.”

6. Do Your Due Diligence Contactconsumersasearlyaspossiblebeforetoomuchtimepasses,interestcompounds,latefeespileup,anddebtsnowballs.“Istartcallingearlyintheprocessassoonassomeoneisonedaypastdue,”saysBurns.“Thesooneryouheaduptheproblem,themoreoptionsyouhave.IfIcallonedaypastdue,that’s29daysuntilthe30-daydelinquencyperiod.It’saboutgettingoutinfront,havingoptions,andhavingmoretime.”

Offeringpreventivealternativesalsohelpsprotectconsumers.“Oneofthethingswe’vedoneiseducateourclientsontheimportanceofallowingconsumersanopportunitytoexittheirtimeshareownership,”saysSheperd.“Itisbetterandcheaperfortheconsumertoworkwith

Meridianonanexitsolutionthanpayingareliefcompanyforatransferthatmaybebogus.”

Meridianalsoconsidersissuessuchasnaturaldisastersthatmayaffectaconsumer’sabilitytodobusiness.Forexample,agentspro-activelydetermine,viaziporareacode,ifaconsumerlivesinanareadeclaredastateorfederaldisasterzone,ceasingcollectioneffortsuntilthedeclarationisconcluded.Meridianalsoreducedcommunicationwithclients,andremovedordelayedcreditreporting,iftheconsumerwasadverselyhinderedbythegovernmentshutdownthatoccurredattheendof2018.

7. Analyze Your AccountabilityAdoptguidelinestokeepcollectionagentsandaccountmanagersonpoint,holdingthemaccountablefortheirbehavior.

Meridianmonitors itsphonecalls, intently listeningforabusiveexchanges,vulgarlanguage,hostility,ornegativewords.“Byusingcallanalytics,wecanreviewlargegroupsofcallrecordingstoensurecompliance,aswellasagentbehavior,”saysSheperd.“Wealsousetherecordingstodeterminecompliancewithinternalpolicies,federalandstatelaws,aswellashowtheconsumerwastreatedbytheagent.They’regivenascorebaseduponeachcallreviewed.”

CollectorsareobligatedtofollowtheFederalTradeCommission’sFairDebtCollectionPracticesAct—butBurnsmaintainsthatempa-theticcollectorsneedtogoaboveandbeyond.“Itcomesdowntotheinteraction.It’sthequestionsIask,whetherIlisten,oranswerappropri-ately,andempathizeandbridge.Youcanstilldeliverapoorexperienceevenwhengivingthemwhattheywant.It’saboutconversationasmuchasitiswhatyoucanoffer.”

Gaininganewperspectivetodebtcollectionbasedinsincerityandempathyisn’tfocusedonthemoneyaconsumerowesthecollector,buttherespectandprofessionalismthecollectorowestheconsumer.

“Thekeycatchphraseisthecustomerexperience,”saysMeyers.“Ithinkthatwhilewe’vealwayssaidthecustomerexperienceisimport-ant,it’sbecomingmoreofatruththanever.Peopleareexpectingmorefromthecompaniestheydobusinesswiththaneverbefore.Wehavetomakesureourcustomersarehappy.”

Allow consumers the opportunity to have a say in how they pay. As with independence choosing their preferred payment plan and communication channel ... it’s one more avenue to empower owners with added leverage.


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AsAqua-Aston Hospitalitybegantocontemplatehowtocelebrateits70thyearofdoingbusinessinHawaiiin2018,thecompanyseizedonauniqueopportunity.

TheHonolulu-basedbusinesscouldhavefocusedonitsrisefroma14-roomhoteltoitspositionasadestinationexpertofferingmanagementandmarketingservicesto40hotelsandresortcondosinHawaii,thecontinentalU.S.,andCostaRica,includingseveralflaggedwithinternationalhotelbrands.Butinstead,Aqua-AstonHospitalitychosetomarktheanniversarybycelebratingthecorevaluesunderlyingitssuccess.

Sharing Aloha Valuesfor More ThanBYJOYCEHADLEYCOPELAND

70 Years

Advocate With Aqua-Aston“For70years,ourcompanyhasbeencontributingandbeingagoodcitizen,notonlyasanenvironmentalsteward,butalsoinpromotingHawaii’suniquehostcultureandprovidingsupport—whetheritbefinancialorvolunteerism—toeffortsthatreflectHawaii’sculture,”saysTheresavanGreunen,seniordirectorofcorporatecommunications.“Wedecidedtousethisopportunitytotellourguestsandourcommunitywhyitmatters.”

TheSharetheAlohacampaignencouragedguestsandthecommunitytoactoninitiativesattheheartofAqua-AstonHospitality’saward-winningcorporatesocialresponsibilitypro-gram,usingpromptssuchas“Beeco-aware,”“Buylocal,”and“Complimentsomeone,”tobestowrandomactsofkindness.

Indeed,throughthedecades,thecompanyhaschampionedadiversityofcauses,butitsbroadeffortswerepulledtogetherundertheAdvocateWithAqua-Astonprogramin2015.Wide-ranginginitiativeswereorganizedbythreecorethemes:artandculture;equalityanddiversity;andsustainability.

Keeping It GreenThecompanyhaslongbeenpromotingenvironmentalstewardship.Recognizedsince2010bytheHawaiiGreenBusinessProgramforitsgreencertifiedhotels,Aqua-Aston’smany"greendeavors"includeprotectingHawaii’sfragilemarineeco-system,whichrepresents85percentofthecoralreefsintheU.S.Whenscien-tistsbeganraisingthealarmthatchemicalscommonlyusedinsunscreenweredamagingtheworld’scoralreefs,thecompanytooknotice.

Yet,despitethefactthatmorethan6,000tonsofsunscreenendupintheislands’waterseveryyear,causinga40percentdeclineinthecoralreefsystemsince2011,a2017billseekingtobansunscreensharmfultocoralsquicklydiedintheHawaiiSenate.Aqua-Astonwasdeterminedtodowhateveritcouldtospearheadchange.C

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Aqua-Aston’s commitment to sustainability “greendeavors,” such as reef-friendly sunscreen dispensers on-site at Aqua-Aston resorts, have proven popular among beachgoers and garnished the Hawaiian hospitality company recognition by the Hospitality Sales & Marketing Association International and other accolades.

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Promoting Reef ProtectionIn2017,AdvocateWithAqua-AstonlauncheditsForOurReefinitiativeduringEarthMonth—April—withthegoalofraisingawarenessaboutsunscreendamagetothecoralreefandstartingadialoguearoundit.

Thefirststepwastoreachouttoguests.“Weprovideourguestswithfreesnorkelgear,beachchairs,andbeachumbrellas,andtheylatherupwithsunscreenandgojumpinthewater,”vanGreunensays.“Wethought,‘Wow,thatissomethingwecandefinitelyputamessagearound’—that it’sgoodtowearsunscreen,butmaybechoosereef-safesunscreen.”

Inadditiontoextensivemediaoutreach,thecompanypartneredwithRawElementsUSA,amakerofamineral-based,reef-safesun-screenalreadysold inHawaii, todistribute80,000samplestohotelguestsandateventsinthecommunity.Thegiveawayscarriedinfor-mationaboutwhysomesunscreensarebetterfortheenvironmentthanothers.Pumpdispenserswithfreereef-safesunscreenwereinstalledatAqua-Astonhotelsthroughouttheislandsandbottleswereavailableforgueststobuy.

Aqua-AstonHospitalityalsoranapublicserviceannouncement–styleTVspotandradiospots.

We’re All in This TogetherEvenso,therewasalotatstakeforAqua-Aston.“Therewerealotofdifferentconcernsthatcameupinitially,”vanGreunensays.“‘Howcanwetalkaboutsunscreen?We’renotinthesunscreenbusiness.Istheresuchathingasreef-safesunscreen?Isthisreallyathing?Howdowejusthandoutsunscreen?Itisanexpense.’”

Foranswerstothosequestions, thecompanyconsultedwithDr.CraigDownsofHaereticusEnvironmentalLaboratory,thescien-tistcreditedwithfindingtheconnectionbetweencoral-bleachingandsunscreen.Armedwithaccurateinformationandanassuranceitwastakingtherightsteps,Aqua-Astonmovedthecampaignforward.

Still,onecompanycanonlydosomuch.ToturnupthevolumeontheForOurReefmessage,Aqua-Astonsharedinformationwithtravelandhospitalityindustryleaders,includingHawaiianAirlines,whichlauncheditsowncampaignthatfeaturedanin-flightvideotitled“ReefsatRisk.”TheHawaiiTourismAuthorityhasalsosharpeneditsfocusonsustain-abletourism,runningitsownvideotalkingaboutreef-safesunscreen.

A Historic Victory OnJuly3,2018,Hawaiibecamethefirststatetobansunscreencon-tainingoxybenzoneandoctinoxate,theingredientsthatcausethereefdamage.Thelawgoesintoeffectin2021.

“Itwasaproudmomentforeveryone,”vanGreunensays.“Itisreallyexcitingtoseehowallofouremployeesfeelasenseofprideaboutit.”

Thehotelindustryalsotooknotice.TheForOurReefcampaignearnedAqua-AstonHospitalitytwo2018AdrianAwardsfromHospitalitySales&MarketingAssociationInternational(HSMAI):aGoldawardrecognizingthepublicrelationseffortssurroundingreef-safeaware-ness,andarecognitionforAqua-Aston’sLeadershipforCorporateSocialResponsibility.

Thecampaignwasalsoawinwithhotelguests,whocontinuetotalkabouthowtheypreferpatronizingacompanythatdoesgoodandpostphotosonInstagramofthemselvesusingtheon-sitesunscreendispensers.

“Consciousconsumerismisamajorpartofthedecision-makingprocessnow,andwhenpeopletravel,theywanttobeabletohavetrust

thatthey’redoingbusinesswithacompanythatissociallyrespon-sible,”saysJeanetteMarbert,presidentandCEOoftheexchangeandthird-partymanagementsegmentofMarriottVacationWorldwideCorporation(MVW),ofwhichAqua-AstonHospitalityisanoperatingbusiness.“That’swhyAqua-Aston’scorporatesocialresponsibilityissoimportant,becauseitdoesdifferentiatethecompany,intermsofitsvalues,personality,andcontributionstothecommunity.”

Inspired BeginningsAqua-Aston’sinspiringhistoryisfullofinnovation,opportunity,andheart—beginningwithalovestory.

ShipwreckedFrenchsailorJosephTatibouetfellinlovewithandmarriedawomanfromHawaii,and,in1948,theyopenedTheRoyalGroveHotel,a14-roomwalk-upinWaikiki.Twodecadeslater,asthepopularTVshowHawaii Five-0wasfindinganationalaudience,thefamilyestablishedtheHotelCorporationofthePacifictomanageadditionalhotels,aswellasHawaii'sfirstcondohotel.

WithagrowingportfoliospanningtheislandsofOahu,Kauai,Hawaii,andMaui,thehotelandresortcondominiummanagementcompanytookthenameAstonHotels&Resortsinthemid-1980s.

In2013,Aston,bythenanoperatingbusinessofILG,acquiredAquaHotels&Resorts,aboutiquecompanyfoundedin2001.

Complementary EnergiesAtfirstblush,thetwocompaniesmayhaveappearedtobeverydif-ferent.Astonspecializedinofferingspaceandcomfortinacondosetting,withaguest-serviceculturefirmlyrootedinHawaiianvaluesandthecommunityfordecades.

Aquashottoprominencewithaportfolioofinnovativebrands—rangingfrombudget-consciousLiteHotelstotheexperientialInstinctHotelCollection—quicklybecomingoneofHawaii’sfastest-growingcompanies. Its corporate culture has earned the company kudossuchastheBestPlacetoWorkandHealthiestEmployer.

“BothAquaandAstonexcelledatservingleisuretravelers,butdidsointheirownuniqueway,”saysEdSkapinok,seniorvicepresidentofsales,marketing,andrevenueforthecompany.“Today,Aqua-AstonHospitalityisoneofHawaii’slargesthospitalitymanagementgroups,withnearly40propertiesacrossfivedistinctbrandsdesignedtosuitanylifestyle,taste,orbudget.”

Embracing DiversityAcommondenominatorisacommitmenttocorporatesocialrespon-sibility.Aquawasamong the firsthotelcompanies inHawaiitosupporttheLGBTQcommunity,andhostedtheLGBTTourism&

ASTON MAHANA AT KAANAPALI

Associates from Aqua-Aston properties, from Aston Mahana at Kaanapali (top) to The Surfjack Hotel & Swim Club (below right), participated in Charity Walk 2018, an annual fundraiser to benefit local Hawaiian charities.

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HospitalitySymposium,whichincludedsensitivitytrainingguid-ingguest-servicepersonnelinmakingthismarketsegmentfeelathomeandwelcome.ToleranceandrespectfordiversityiswovenintoAqua-Aston’s5Promises(seesidebar),eachrootedinatra-ditionalHawaiianvalueandusedasguidingprinciples for thecompany’sguest-servicesexperience.

“Ho‘ohimeanstreatingotherswithrespect,eveniftheycomefromdifferentbackgroundsorhavedifferentpointsofview,”vanGreunenexplains.“ThatrelatestoAqua-Aston’slongstandingcommitmenttosupportinginitiativesthatdriveopportunitiesfordiversityandequality.”TheseincludeHonoluluPride,thelargestLGBTQeventinHawaii,theRainbowFilmFestival,andmentor-shipoflocalbusinesswomenthroughthePacificBusinessNews(PBN)BizWomenConnect.

Leading With the Spirit of AlohaWithtwocondo-resortsinOrlando,Florida,andanall-inclusiveeco-resortofferingsportfishingandexpeditionsinPuertoJimenez,CostaRica,Aqua-AstonHospitalityplanstocontinueexpandingitspresenceinleisuremarketsoutsideofHawaii.

OperatingunderMVW,thecompanywilladdnewpropertiesto itsproprietarybrandsandexploreglobalbrandopportunities.Aqua-AstonwasrecentlyapprovedasanoperatorforMarriottInternational’sAutographCollection.Aqua-AstonalreadymanagesCopperWyndResort&Club,ahealth-and-wellnessdestinationinScottsdale,Arizona,thatwillbecomepartoftheAutographCollectionwhenits145-roomexpansionopens.ThecompanyisalsoanapprovedoperatorforHiltonGardenInnandDoubletreebyHilton,andtheHolidayInnExpressbrand.

Aqua-AstonHospitalitywillstaytruetoeachglobalbrand’sproprietaryresourcesandworkprocesses,whileinfusingitsuniquebrandofHawaiianhospitality—whetherhelpingguestsfeelcom-fortableandacceptedorsharing inthehistoricvictoryforthemarineenvironmentjustbeyondtheirdoor.

“Wealwayswanttoprovideourguestswithservicethatalignswiththespiritofaloha,evenifwe’renotphysicallyinHawaii,”explainsDenisEbrill,Aqua-Aston’smanagingdirector.“We’rereallyjustproudofouraccomplishments,andit’sexcitingtoseewherewewillgointhefuture.”

Joyce Hadley Copeland is based in Tucson, Arizona, and contributes regularly to travel and hospitality publications and websites.

The 5 Promises

Aqua-Aston Hospitality’s culture of service for employees and guests is rooted in traditional Hawaiian values. These guiding principles, printed on posters in the employee breakroom and on pocket-size brochures for easy reference, define the guest experience.

Ho‘okipa. Be a Gracious HostThis means engaging others (including strangers) with the utmost sense of hospitality and responsibility for their well-being. From the moment we welcome them to the moment they leave, we treat each guest as if they are a guest in our home.

Aloha. Make a ConnectionThis is the unconditional extension of trust and friendship to others. Taking responsibility for those to whom aloha is extended ensuring their safety, well-being, and peace of mind.

Ho‘ohi. RespectHaving respect for oneself and treating others with reverence is our way of showing how we honor the opinions of others through courtesy and mutual respect. All are strengthened and blessed by diverse perspectives, skills, and contributions.

Pü‘olo mea maika‘i. Create MemoriesThe literal translation means a bundle of good things. The most important part of our job is creating memories.

Kuleana. Own ItThis represents one’s personal responsibility as a privilege and an honor. It is when you accept responsibility as a duty, not in pursuit of reward or praise, but because it is the right thing to do. We take ownership in every situation.

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5.

At last year’s Charity Walk, Aqua-Aston Hospitality associates took advantage of the reef-safe sunscreen co-developed with Raw Elements.

Here are three ways Leisure Time Passport can boost your bottom line:

1. Close more sales: Givepotentialownersatasteoftimesharebeforetheycommit.

2. Optimize your spend: Recovercostsassociatedwithyouroverallmarketingexpenditures.

3. Increase customer satisfaction: LeisureTimePassport®purchasersreceiveahostofvaluablebenefitsincludingHertzGoldPlusRewards®,DiningandLeisureDiscountsPoweredbyEntertainment®,VIPConciergeSM,GolfConnection,DiningConnection,andCityGuides.

Planningvacationsandsavingmoneyareeasyathomeoronthegowithleisuretimepassport.com.FrombookingaGetaway,cruise,orhoteltotakingadvantageofotherfabulousperkssuchasdiningandleisurediscounts,memberscanenjoyallthatmembershipaffords.

LEISURE TIME PASSPORT The perfect complement to your trial ownership

or exit sales program.

Enhance your trial ownership or exit sales program by offering year-round leisure benefits. For more information on how Leisure Time Passport can increase your sales, call Claudia Nash at 305-925-6808, or email [email protected].

YOUR TICKET TO THE WORLD HAS ARRIVED

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RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW

Jumping on the Brandwagon

Alliances With Popular Brands Add Credibility and Cachet

BYJUDYKENNINGER

Vacation ownership companies are finding that partnering with top brands can be a winning strategy. Aligning with a globally recognized name or product brings a number of benefits — it can attract attention, impart credibility, connect with loyal followers, speak to target markets, open up collaboration opportunities, and elevate the vacation experience. But as in any business venture, it’s all about the execution. Here is a look at how four companies are finding success:

AtAzulBeachResortRivieraMayaandAzulBeach Resort Riviera Cancún, the guest expe-rience,due toapartnershipwithViacom International Inc.’sNickelodeonbrand,canincludebeingdousedbybucketsofgreen“slime,”asubstanceubiquitoustoNickelodeonshowsthat’susuallydumpedonaperson’sheadineitherhumiliationorcelebration.

TheentireNickelodeonexperiencemight includedinnerwithSpongeBobSquarePants,themedplayareas,photoopswithDoratheExplorer,andafullNickcomplexofcharacterfun.Guestsaresharingtheirenjoymentonsocialmediaandravingaboutittofamilyandfriendsbackhome.It’ssafetosayKarismaHotels&Resorts,theresorts’operator,hasfoundanattention-gettingpartner.

“Karismaiscommittedtocreatingunforgettablefamilyexperienceswithafocusonquality,innovation,andexcite-mentforfansandguestsofallages,”saysRinaldoFernández,presidentofthecompany’sGlobalTravelersClubDivision.“The Azul Beach Resorts by Karisma deliver an elevated

vacationexperiencethatwowsateverytouchpoint.”TheresortsfeatureKarisma’sGourmet-Inclusiveprogram,

whichmeansthatchildrenaregreeteduponarrivalwithaSlimeSmoothie,whileadultshavetheirchoiceofsparklingwineoraslimebeverageof theirown.Mealsandentertainmentareallincluded,tailoredtobothchildrenandadults.Spaoptionsevenincludeslime-inspiredtreatments.

This was a natural fit, Fernández says. “Our partner-shipwithViacomallowsustocombineKarisma’srenownedGourmet-Inclusive Experience with Nickelodeon’s adventur-ousspiritandplayfulnesstocreateanelevated,carefreefamilyvacation. Given that both brands have loyal followings, thisallowsustopresentacompletelynewofferingtofamiliesthatalreadyloveandappreciateKarismaand/orNickelodeon.”

The arrangement allows Karisma to market directly toNickelodeon’s fan base. In addition, Karisma can leveragefavoriteNickelodeoncharactersandexistinginitiatives.

TheViacomarrangement is justoneofKarisma’sbrandpartnerships.ThedeveloperalsohasdealswithTUIGroup,amajor tourismcompanywith travelagencies,aircraft, andhotels;andtheJimmyBuffett–inspiredMargaritavilleResorts.

“Thewaytogetthemostoutofthebrandpartnershipistobeproactiveaboutongoingevolutionanddevelopment,”Fernández says. “Finalizing partnerships with top brandsisonlyafirststep.The truevalueof thepartnershipcomesin the collaboration it can bring, the ideas generated whentwo talented teams work together, and the new productsand initiatives that result. After our first Nickelodeon Hotels&ResortsPuntaCana,we’ve stayedworking regularlywithViacomtofurtherrefinethevacationexperienceatthatprop-ertywhileconceptingexcitingnewofferingsthatwilldebutatNickelodeonHotels&ResortsRivieraMaya,openingin2020.”

His advice for other companies looking to partner up?“Don’tbeintimidatedbymajorbrands.Providedyouhaveaqualityproduct youcanstandbehind, andyourbrandsarealigned,youdon’thave tobe the largestdeveloperorhotelcollectiontooffervalue.”

Slime Time With Karisma Hotels & Resorts

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JULY – SEPTEMBER 2019 RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW RESORTDEVELOPER.COMVACATION INDUSTRY REVIEWJULY – SEPTEMBER 2019 VACATION INDUSTRY REVIEW

AtVidantaRivieraMaya,GrupoVidanta’spartnershipwithCirqueduSoleilhastakenresortentertainment toanentirelynew level. Joyà, thefirstCirqueduSoleilresidentshowinLatinAmerica,premieredin2014insideacustom-built,locallythemedtheaterthatseats600guestsatcapacity.Theshowcanbepairedwithadegus-tationmenuorsimplychampagneandcanapes.

“Wewantedtobringsomethingdifferent,new,and

unprecedented toMexico,saysNormaPreciado,directorofentertainmentmarketingforGrupoVidanta.“Ourgoalwastoupgradetheentertainmentofferingsforourguestsandvis-itors to rivalany in theworld.ThroughourpartnershipwithCirque du Soleil, we were able to create an entertainmentexperiencebeyondanythingtheworldhaseverseen.

The partnership began in 2010, when Grupo VidantareachedouttoCirqueduSoleilEntertainmentGroupandaskedtheentitytocreatesomethinguniquefortheminMexico.Thecollaborationresultedinthedinnershowidea,alongwiththetheater,whichwasawardedtheBuildingProjectof theYearAward by Grupo Expansión and Obras magazine in 2015.Choosing fromafieldof1,000entries, the judgescited thetheater’s social and economic impact, innovation in theaterarchitectureandengineering,andconsiderationofMexicanartandheritage.Itsshaperesemblesagrandpalapastruc-ture, and it’s surrounded by water and crowned with palmleavesopeningtotheskies.

Inadditiontoprovidingaspectacularamenityforguests,theshowcreatedjobsandledtoanincreaseindestinationvisitors.“WeconsiderJoyà,whichdrawsonMexico’shistoryandheritage,agifttoMexico,”Preciadosays.“Theshowisamust-dowhenintheregion,anditdrawsguestsandevenoff-resort tourists. It’s been an incredible journey, and theshowwillcelebrateits1,500thshowandfifthanniversaryin2019!”

Thetwocompaniesworkwelltogether,shesays.“CirqueduSoleil’svaluesareverysimilartooursatGrupoVidanta,soitmadeforanaturalfit.Wearebothverypassionateaboutwhat we do — they are masters of entertainment, and wespecialize in resorts, infrastructure, vacation experiences,dining,andgolf.It’sfantastictocollaboratewithsuchacre-ativeforce.”

Preciadosuggeststhatdeveloperslookingforbrandpart-nersgettoknowthebrandanditspeople.“Ifyouspendtimewithwhomyouareworking,youcanfigureoutifapartnerisagoodfit.We’realwayslookingforthebestofthebesttoworkwith,sowetendtolookforpartnersatthetopoftheirgame,whetherit’sgolf,dining,entertainment,oranythingelse.We’resoluckytohaveourcurrentpartners,andtrulyvaluetherela-tionshipswe’vedeveloped.”

Dinner and a Circus forGrupo Vidanta Guests

Java and Jamming atThe Fives

InsteadofaubiquitousStarbucks,guestsatTheFivesDowntownHotel&ResidencesCurioCollectionbyHilton inPlayadelCarmen,cansampleauthentic,sustainableandhigh-qualitycoffeefromMarleyCoffee,foundedbyRohanMarley,thesonofreggaelegendBobMarley.BlendsincludeOneLove,LivelyUp,andSimmerDown(decaf,ofcourse).

This partnership was the result of a chance meeting.“I’vealwaysbeenafanofBobMarley,sowhenIranintoRohanwhenvisitingasupplier,Istartedtochatwithhim,”explainsAlejandro Zarfino, chief operating officer of The FivesHotels&Residences. “He toldme thathehada lineofcoffeecalledMarleyCoffee,buttheydidn’thaveacoffeeshop.Ibecameveryinterestedinthestorybehindit.”

AccordingtoZarfino,RohanMarleysawlocalstoastingcoffeebeansinEthiopia,consideredthebirthplaceofcoffeeandalsoakeylocationinRastafarianism,themovementpopularizedbyhis

father.Thatmadecoffeeanaturaltie-intotheMarleyname.AllthecoffeessoldbyMarleyCoffeeareorganic,andeachisnamedforaBobMarleysong.

Theuniquebrandfoundattheboutiquehoteldrawspeoplein,Zarfinosays.“Ithasanicestorybehindit,soyouseepeopleenteringtheshopandtakingpicturesforsocialmedia;thatpartof ithasbeenhugeandhas raised thehotel’sprofile. It reallydifferentiatesus.”

Although he was excited by the idea, Zarfino made surethe deal with Marley Coffee was carefully vetted by attor-

neys.TherewereconcernsabouttheconnectionbetweentheRastafari faithandmarijuanause (devoteesconsidercannabis tobeasacredherb.)Thiswasamelioratedby

the fact that thestorecontainsnomarijuana-relatedmer-chandise.On theplusside,hesays,“ThestoryofBobMarleyhasworldwideconnotationsofpeaceandlove;there’snocon-troversythere.We’rethrilledtobeapartofthat.”

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JUMPING ON THE BRANDWAGON

30 31


RafaelNadal, currently rankedsecond in theworldinmen’stennis,haswon17GrandSlamtitles,anOlympicGoldMedal,and80careertitles.ButforPalladiumTravelClub(PTC),PalladiumHotelGroup’svacationclub,Nadalishittingallacesinatotallydifferentway.ThroughapartnershipwithhisRafa(asheisknowninSpain)NadalAcademy,guestsatGrandPalladiumCostaMujeresResort&Spahavetheopportunitytoampuptheirgameattheon-siteRafaNadalTennisCentre.

“We’reabletoofferourguestscutting-edgetennisfacilitiesandtheopportunitytotrainwiththebesttenniscoaches,incor-porating thepersonalvalues,physicalpreparation,andmentalstrategiesthatNadalhasacquiredduringhisprofessionaltenniscareer,”saysAlejandroMartín,PTC’sdirectorgeneral.“Nadalandhisteamexpandedtheirfootprintacrosstheocean.It isawin-winsituation.”

While PTC could have developed its own tennis center,

partneringwithoneofthemostfamousnamesintennisbringsinstantcredibilityasevidencedbyglobalnewscoverageoftheFebruary18grandopeningattendedbyNadalhimselfinmaga-zinesfromTennis WorldtoTravel Weekly.

MartínsaysthepartnershipwiththeRafaNadalAcademyworksbecausehiscompany’svaluesalignwithRafaNadal’spersonalvalues.“Forexample,we’rebothdedicatedtoexcel-lence.Thatmanifestsitself inouremployees;wehireexcellentpeoplewhomakeittheirmissiontoexceedourguests’expec-tationsineveryform.It’soneofthereasonswhyguestsreturntoourresortsyearafteryear,”heexplains.

TheinstructorsattheRafaNadalTennisCentredevelopedtheirexperiencethroughtheirmanyyearsontheprestigiousATP(AssociationofTennisProfessionals)Tour.“They’reamongthemostskilledcoachesintheworld,”Martíncontinues.“Further,we’vealwaysofferedawidevarietyofactivitiestoourguests,whetherit’swatersports,soccer,archery,orvolleyball.Theopportunity

toofferourguestsatop-notchten-nisfacilityinCostaMujereswasonethatwecouldn’tpassup.”

Inaddition toagreatamenityforguests, the tenniscenterattractstennis enthusiasts who seek it out,introducingfanstotheirresortbrands.

ThepartnershiphasalsoallowedtheRafaNadalAcademytobuildasecondcenter,followingatwo-yeartrackrecordofsuccessatthepre-miersiteinMallorca,Spain.“Therewastrulysomethinginthepartner-shipforeachofus,”hesays.“Whenbothpartieshave thesamevaluesand goals in common, it becomeseasier to develop products or ser-vicesforasharedaudience.”

Judy Kenninger, head of Kenninger Communications, has been covering the vacation real estate industry for nearly two decades.

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TK

RESORTDEVELOPER.COMSHERATON KAUA‘I RESORT

Thentheyplantedmamaki,afloweringbushendemictoHawaii,tosymbolizetheversatilityoftheresort’sohana,orspiritofextendedfamily.

“Today,wecelebratethefirstyearofanewbeginningforus,andwe’regratefultohavetheopportunitytorevealthetransformationoftheGardenWing,”saidChipBahouth,theresort’sgeneralmanager,attheblessingceremony.“Butabuildingisjustabuilding.Whatmakesusspecialandsetsusapartfromanywhereelseintheworldisthatwehaveohana.”

“Theblessingissuchagreatreminderofthetraditionsandculturethatwelovetobepartof,”saysEdKinney,globalvicepresidentofcor-porateaffairsandcommunicationsforMarriottVacationsWorldwideCorporation,whichhasownedtheSheratonvacationownershipbrandsinceSeptember2018.“Theresorthashadapresencehereforsolongthatthecultureoftheislandsiswovenintoeverythingwedo.”

Garden Wing EnhancementsTheSheratonKaua‘iResortcelebratedits50thanniversarylastyear.It’sdividedintotwocomponents:the188-unitOceanWing,whichoperatesasatraditionalhotel,andtheGardenWing.Foritsgoldenanniversary,theOceanWingwastreatedtoarenovationlastyear,withnewbedding,fur-niture,andcarpets,upgradedbathrooms,andothermodernizingtouches.

TheGardenWingismadeupofformerhotelroomsandsuitesthathavebeenreconfiguredinto66units:sixstudiovillas,20studiovillasthatcombinetocreate10two-bedrooms;20one-bedrooms,and20moretwo-bedroomunits.Theyrangeinsizefrom311squarefeet(29squaremeters)forastudioto804squarefeet(75squaremeters)foratwo-bedroomvilla.Atbuildout,theGardenWingwillhave166units.

50 YEARS OF

Ohana BYCATHERINELACKNER

When, in mid-February, the Sheraton Kaua‘i Resort completed renovations to the Garden Wing, its 66-unit vacation ownership component, resort associates did what came naturally. They held a dedication ceremony and blessing in the newly revamped lobby.

34 35


Sheraton Kaua‘i Resort AN INTERVAL INTERNATIONAL PREMIER RESORTSM

Developer: MarriottVacationsWorldwideCorporation Location: Kauai,Hawaii Product: Deededownership;aflexiblepoints-basedsystem Units: 66:Sixstudiovillas,20one-bedroomsand20studiovillas(whichcombinetoformtwo-bedroomlock-offunits),

20two-bedroomnon-lock-offunits. Website: sheratonkauai.com

FAST FACTS

Interiorsgetaninjectionoftropicalwarmthwithbisqueorgoldwalls,complementedbybracingshotsofazure.Furnitureandfixturesingleam-inghardwoodaddtothetranquilfeel,eventhroughoutthewell-designedkitchenettes.Alloftheunitsincludeadiningarea(sometimesseparatedfromthelivingroom),washeranddryer,andsleepersofa.Bathroomscarryontheserenethemebutofferasubtlesalutetomodernitywiththeinclusionofdeepegg-shapedsoakertubsinthelargerunits.Throughslidingglassdoors,balconiesreveallushfoliage.

Anewlobby—locatedinthesamespotastheoriginallobbywhentheresortopenedin1968—featuresasugarcanemotif,whichpaystributetotheKoloaareaanditshistoryasoneofHawaii’sfirstsugarplan-tations.Thebuildinghasbeentreatedtoagutrenovationfromthegroundup,replacingeverythingfromflooringtofurniture,andaddingnewwaterandlavarockfeatures.

TheGardenWingalsoreceivedupdatestothepoolarea,aswellastothebarbecuegrills,firepits,andconversationareas.ThesectionisnowappropriatelycenteredaroundagardenandisorientedawayfromtheOceanWing.

SheratonKaua‘iResortisnestledamid20acres(8.1hectares)onthesouthshoreofpristinePoipuBeach.Alargefree-formswimmingpoolisjuststepsfromtheocean,whereafullarrayofrecreationalopportunitiesisontap,fromkayakingtoscubadiving.Theresort’stworestaurants—RumFirePoipuBeachandLava’sonPoipuBeach—arepopularvenuesforparties,weddings,andspecialfunctions.

Company Commitment to KauaiThePacificOceaninthisareaishometoavarietyofmarinelife,includingHawaiiangreenseaturtlesandHawaiianmonkseals.Theareasurround-ingtheresortisamixoflow-risestructures(ofwhichtheSheratonKaua‘iResortisone),privatehomes,apartmentbuildings,andcondominiums.

“ThePoipucommunityiswell-knowninKauaiandhasbeenafavor-itedestinationoflocalsandvisitorsformanygenerations,”Kinneysays.“Theresorthasanintimatefeelthatgivesyouasenseofbeinginahomeawayfromhome.”Therenovationandupgradestotheresortsignalthecompany’sdedicationtoKauaiandtoHawaii,heexplains.Stormsovertheyearshavedevastatedmanyareasoftheislands,andseveralresortswereabandonedorrebuilthaphazardlythroughouttheyears.

ButMarriott’svacationownershipbrandshavecontinuedtogrowovertheyears,Kinneysays.MarriottVacationsWorldwidenowoperates11vacationownershipresortsthroughouttheislandstate.OnKauai,inadditiontotheSheratonKaua‘iResort,are:Marriott’sKauaiBeachClub,whichopenedin1995;Marriott’sWaiohaiBeachClub,debutingin2003;TheWestinPrincevilleOceanResortVillas,whichhasoperatedsince2007);andMarriott’sKauaiLagoons,opensince2010.

OnMaui,Marriott’sMauiOceanClubopenedin2000;TheWestinKa‘anapaliResortVillas,in2003;TheWestinKa‘anapaliResortVillasNorth,in2006;andTheWestinNaneaOceanVillas,in2016.

Marriott’sWaikoloaOceanClubdebutedin2017ontheBigIsland,andMarriott’sKoOlinaBeachClubopenedin2003onOahu.

Symbiotic StrategyThatmixoftraditionalhotelroomsandsharedownershiphasconveyedanumberofadvantagesintheSheratonKaua‘iResortsalesefforts,Kinneyexplains.

“Ourtraditionalmethodofmarketingistoleverageourrelationshipwithcustomersbothonthehotelsideandthevacationownershipside,”Kinneysays.“Wegenerate interest to learnmorebyusingin-houseprogramsandcontactingexistingowners.Wehavemillionsofreward-programmembers.It’sallveryspecificandbyinvitation.”

Thepropertiesenjoyoccupancyratesof90percentorbetter,headds.“Thelodgingsideisabigpartner,withthevacationownershipsideandisahugebenefittosales.”

Community InvolvementAsfurthertestimonytoSheratonKaua‘iResort’scommunityinvolvement,earlierthisyearitwasannouncedthattheproperty’sdonationprogram,Table53,hasgivenmorethanUS$250,000inthepastsixyearstoavari-etyoflocalnonprofits.

NamedafterapopulartableattheRumFirePoipuBeachrestaurant,theTable53initiativedonatesallnetfood-and-beverageproceedsfromdinnerserviceatthattabletoalocalcharity.RecipientsincludetheHawaiiChildren’sTheatre,theHawaiiAgriculturalFoundation,andtheannualVisitorIndustryCharityWalk,whichsupportsmorethan50Kauaichari-ties.It’syetanotherexampleoftheresort’s,andMarriott’s,walk-the-talkcommitmenttoohana.

“Acrossthedifferentbrands,Marriotthashadatremendouspres-enceinlodgingandvacationownershipinHawaii,”Kinneysays.“Ourdevelopmentsherearepartofanold,oldstory,andourrenovationstotheSheratonKaua‘iResortareacontinuationofthatstory.”

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36 37


“When you only have one week a year to vacation, what you want to bring back are memories,” says Santiago Merizalde, business development director of Lifestyle Holidays Vacation Club. “Memories are not only created from having a luxury unit with comfortable beds — they’re made from exciting moments in an environment with elements that make your experiences unforgettable.” And at Sunrise Suites by Lifestyle, that is the goal.

MARRIOTT’S BALI NUSA DUA GARDENSSUNRISE SUITES BY LIFESTYLE

Sunrise Suites by Lifestyle AN INTERVAL INTERNATIONAL PREMIER RESORTSM

Developer: LifestyleHolidaysVacationClub;MarkusWischenbart,president Location: PuertoPlata,DominicanRepublic Product: Right-to-usewithfloatingweeksandseasonalfloatingunits Units: 13units:eightone-bedrooms,fourtwo-bedrooms,andonepenthousesuite Website: lifestyleholidaysvc.com

FAST FACTS

ALL-INCLUSIVE LUXURY IN THE DOMINICAN REPUBLIC BY LAURIE GALLARDO

ThenewestpropertytojointheLifestyleHolidaysVacationClubfam-ily,SunriseSuitesopeneditsdoorsontheshoresofCofresíBeachinPuertoPlata,DominicanRepublic,inSeptember2018.With13spa-ciousunits,eachequippedwithabalconyoverlookingthemountainouslandscapeanddeep-blueocean,thefour-storyboutiqueresortislocatedintheLifestyleHolidaysVacationResortcomplex—aperfectmarriageoftheluxuryaccommodationsandunforgettableexperiencesMerizaldespeaksof.

All-Inclusive Fun Open,airy spaces, floor-to-ceilingwindows,andmoderndecordrawguestsintotheunits.Therearethreeconfigurations:theinvit-ing950-square-foot (85 squaremeters)one-bedroomsuites, the1,290-square-foot(120squaremeters)two-bedroomapartments,andaone-of-a-kind7,212-square-foot(670squaremeters)four-bedroompenthouse—completewithaprivaterooftoppool,expansivepatiowithloungechairsandadaybed,andbarbecuegrill.Eachoftheunitsiswell-appointedwithstate-of-the-artappliancesandwoodtouches.

AnaddedperkofbuyingintoSunriseSuitesishavingaccesstoalltheamenitiesoftheLifestyleHolidaysVacationResort,compris-ingacombinationofsuitesandstand-alonevillaswithmorethan30restaurants,35bars,adozenpools,eightbeachareas,andaplethoraofon-siteactivities—allaccessiblebytheproperty’sshuttleservice.“Weareanall-inclusiveresort,andalloftheserestaurantsandentertainmentofferingsareaveryimportantpieceofourcomplex,”saysMerizalde.

ReferredtoastheLuxuryAll-inExperience,theall-inclusivecom-ponentfeaturesmealsatanyofthepropertiesintheLifestyleHolidaysVacationResortcomplex,and24-hourfoodanddrinksatselectloca-tions.There’salsospecialVIPprivilegesforthosewhobuyintoSunriseSuites,includingselectedrestaurants,14bars,and11light-farestationsfordaytimeandlate-nightsnacks,alongwithhousewinewithmeals,andbeer,spirits,cocktails,juices,andsoftdrinksfromallguestandVIPbars.Andthere’stheexclusiveVIPservicedepartmentstaffthatensurevis-itorsareenjoyingtheworld-classtreatmentLifestyleHolidaysisknownfor.Plus,“Ownersandguestsreceiveapreferredall-inclusivefee,”saysMerizalde.

There’salsonightlyentertainmentatTheColosseumoutdoorstage;theLights,Camera,ActionTheater;casino;andnightclub;aswellasintroductoryscubalessons;Spanishanddanceclasses;anddailychild-ren’sactivities.Snorkelingequipmentandkayakrentalsareavailable,inadditiontoshoppingareas,life-sizechess,andevenasynagogue.

Andtherearemyriadbeachestochoosefrom.“WearelocatedonCofresíBay,andeachbeachcaterstoadifferentcrowd,”explainsMerizalde.“Onehasmoremusicandentertainment,oneismorequiet,oneisfocusedoncocktails—there’soneforeverytaste.”

Butthemaineventguestscan’tstoptalkingaboutistheweeklywel-comeparty.“Wehavemorethan3,000peopleeverySundaynight,”saysMerizalde.“Wehavetwolivebands,singers,dancers,food,drinks,fire-works—it’sthefeatureoftheweek.”

Tailor-Made MembershipSunriseSuitesisamixed-useresortsellingfullownershipandright-to-use.“Orinsomecases,givingownersthechancetorendertheirunitfor

rent,orofferashotelandclubinventory,”explainsMerizalde.“Ourmainleadgenerationsourceisourownguests—vacationerswhogototheresort,enjoytheLifestyleexperience,anddecidetobecomemembers,”hedescribes.Plus,therearenomaintenancefees—LifestyleHolidaysVacationClubonlychargesaservicefeeifaweekisusedordeposited.

Thevacationcluboffersdifferentmembershiplevelsthatcatertoeachindividualmember’sneeds.“It’sveryflexible,”saysMerizalde.“Itdependsontheowner’spreferences.Wecreateproductsbasedonwhattheclientwants.Theyaretailor-madetotheowner’stastesandinterests.”

AllwhopurchaseatSunriseSuitesareautomaticallyenrolledasVIPmembers,meaningamenitiesandservicesinaccessibletoregularguests,suchasbar-waitingbeachservice,apersonalmaid,andanin-villachef,await.“Membershaveaccesstothebestrestaurants,exclusivebarsandbeachentry,andVIPareas,butitdependsonthepackagetheypur-chase,”hecontinues.

AsfortheChairman’sCircle, it’s“toplevel,”saysMerizalde,withhelicopterandlimotransportationavailablefromtheairporttotheresort,amongotherperks,suchasexclusiveaccesstoTheDome,theChairman’sCircleclubhouseintheneighboringOceanWorldAdventurePark(allmembersreceivespecialadmissionrates).

ThoughproductssuchasSunriseSuitesattractbuyerswhohavethedisposableincometopurchaseatahigh-endresort,MerizaldeexplainsthatLifestyleHolidaysVacationClub—whosetargetmarketisNorthAmerica—presentsawidevarietyofoptionsforfamiliesandyoungcou-pleswithintheLifestyleHolidaysVacationClub.“We’reafamily-orientedresort,”hesays.“Wehavealotofcouplesandofferclubsforkidsandteens,aswellaschildren’sactivities.”

A Win-Win RelationshipOwnerswhopurchaseatSunriseSuitesbyLifestylereceiveaone-yearIntervalGold®membershipwithIntervalInternational,givingthemaccesstoenhancedbenefitssuchasIntervalOptions®exchanges,allowingthemtotradetowardadifferentvacationexperience,suchasacruise,ahotelstay,orexperientialtravel;hotelsavingswithPricelinePartnerNetwork;carrentaldiscountswithHertzGoldPlusRewards®;andmore.

“WehaveaverycloserelationshipwithInterval,”saysMerizalde.“Infact,weuseIntervalInternationalasaperkofLifestylemembershipandthewholeexperience.WeareveryhappyofferingIntervalastheexchangecompany.It’sawin-winrelationship.”

ThesameappliesonInterval’send.“Weareverypleasedtoaddsuchaluxuriousboutiquepropertytoournetworkofmorethan3,200resorts,”saysMarcosAgostini,Interval’sexecutivevicepresidentofglobalsalesandbusinessdevelopment.“WelookforwardtothegrowthandsuccessofSunriseSuites,andarethrilledtocontinuebeingapartoftheLifestyleHolidaysVacationClubfamily.”

Attheendoftheday,forMerizaldeandLifestyleHolidaysVacationClub,it’sallaboutcreatingmoments.“Beinginaluxuryapartmentisjustpartofthevacationexperience.It’sthememoriesthataremade—andthatincludestheactivities,entertainment,andrestaurantexperiences—thatlastalifetime.”

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JULY – SEPTEMBER 2019 RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW RESORTDEVELOPER.COMVACATION INDUSTRY REVIEWBAY GARDENS BEACH RESORT

HOME IS WHERE

THE WATER PARK IS

BY J.B. BISSELL

When asked what the ambiance is like at Bay Gardens Beach Resort, Sanovnik Destang is quick to respond. “It’s not just a resort property,” he says. “It’s an extension of your family and you’re simply coming home.” And while the home-away-from-home catchphrase is used quite a bit throughout the timeshare industry, this particular assertion feels utterly sincere — and has plenty of history to back it up.

Destang’sparentsopenedthedoorsatBayGardensHotelin1995.Nearly25yearslater,thecompanybornfromthatfirstventure,BayGardensResorts,hasblossomedintoacomprehen-siveoperationthatoverseesfivepropertiesinRodneyBayVillage,St.Lucia,intheCaribbean.Throughalliterationsofexpansionsandacquisitions,ithasremainedafamily-ownedbusiness,withDestangcurrentlyservingasBayGardensResorts’executivedirector.Hismother,JoyceDestang,servesasmanagingdirector.

“We’reSt.Lucian–owned,”hesays,“whichissomethingratherunusualforaWestIndiesproperty.It’smultigenerational,too;we’vehadthreegenerationsinthebusiness.”

So,whenDestangstatesthattheBayGardensBeachResortisanextensionofyourfamily,andthattheaccommodationsarelikecominghome,heknowswhathe’stalkingabout.

“Becausewe’realittlesmaller,ourstaffreallygetstoknowourguestsverywell,”hesays.“Theylearnwhattheylikeanddislikeinawaythatyoucan’texpecttohappenatalargerresort.That’sthelevelofservicewe’reabletoprovidebecauseit’smoreintimatehere,andthat’swhatmakesgueststrulyfeelasthoughthey’rewalkingintoasecondhomeandcomingbacktofamilyeverytimetheyarrive.”

Home CookingThe“home”cookingdoesn’thurteither.Hi-TideRestaurantandSeaGrapesBeachBar&Restaurantarebothlocatedon-siteatBayGardensBeachResort,andofferanarrayoflocallyinspiredentrees,rangingfromgreenfigandsaltfishgnocchitoroastedcurriedgoatmeatandjerkrabbitstew.“We’reknownforprovidingthebestinCaribbeancuisineandinfusingitwithinternationalflavors,”saysDestang.

They’realsoknownforcontinuallyupdatingthemenustokeeptheirfoodofferingsfreshsothatguestsalwayshavesomethingnewtosampleand,asDestangsays,“sotheycanexperiencethebestofwhatwehavetooffer.”

Towardtheendof2018,BayGardens’culinaryteamrevampedthemenuatHi-Tidetoincludemoreinternationalitemsandaspe-cialthree-coursetapasmenuthatfeaturesamixtureoflocalitemswithAsian,Caribbean,andEuropeaninfluences.“TheHi-Tidehas

alwaysbeenapopularplaceforsandwichesandpizzas,”addsDestang.“Sowewantedtoreallystepitupanothernotchwithoutgettingridofthethingspeoplealreadyliked.”

AndaspartofthecontinuingculinaryevolutionatBayGardens’properties,moreandmorelionfishselectionshavebeenaddedtothemenu.Thenon-nativelionfishispredatorytoothersealifeintheCaribbean.Fortunately,it’sprettytasty,too,soit’sonewaytohelptheenvironmentwhileofferingauniqueculinaryexperienceforvisitors.“Lionfishisverymeatyandversatile,soyoucanuseitinanumberofdifferentways,”Destangexplains.“Wehaveverycreativechefs.They’reusingitinpizzas,salads,ceviche,andmore—andthelionfish-octopusburgerisquitepopular.”

Green TeamHelpingMotherNaturegoesbeyondthedinnermenu,too.AccordingtoDestang,BayGardenswasjustnamedthefirstGreenGlobeGoldMember–certifiedpropertyonSt.Luciaatthreeofitslocations.

GreenGlobeisanorganizationthatmonitorsandmeasuresvarioussustainabilitypracticesofbusinessesaroundtheworld.AchievingGoldMemberstatusissignificantbecauseitrecognizestheconsistentcommitmentDestangandhisteamhaveshowntomakingtheircorneroftheworldabetterplace.“InordertoberankedasGold,youhavetomaintaincertifiedstatusforfivecon-secutiveyears,”heexplains.“It’salongprocess,andwe’veshownregularimprovementeachofthoseyears.”

BayGardens’most recentgreen initiativewas tobanallsingle-useplasticonproperty.Thatincludescups,plates,andcutlery.“Atourresorts,it’sallmadewithbiodegradablematerialsorplasticalternativesmadeofsugarcanebagasse,”Destangsays.

Water WorldBayGardensBeachResorthas78units,23comprisingthevacationclub:11one-bedroomunitsand12two-bedroomlock-offsthatrangeinsizefrom1,100to1,450squarefeet(102to135squaremeters).Arecentlycompletedrenovationhasresultedinnewfurnishingsanddecor,andappliancesintheclubunits.They’realloutfittedwithmodernconveniences,includingcomplimentaryWi-Fi,cableTVwithaDVDplayer,andcomfortablefurniturearrangements.

40

Themostimportantamenity,though,isthattheyallprovideeasyaccesstoSplashIslandWaterPark.

It’snosecretthatthefloatinggreen,yellow,andblueobstaclecourseanchoredjustofftheshoreofReduitBeachisBayGardensBeachResort’smosttalkedabout—andenticing—feature.“It’stheonlyoneofitskindintheEasternCaribbean,certainly,”Destangsays.“AndIdon’tthinkyou’llfindanotherresortintheentireCaribbeanthathasitsowninflatablewaterpark.”

Theamenitywasintroducedaboutfouryearsago,conceptualizedbyJuliannaWard-Destang,Sanovnik’swife,andhasbeenanabsolutehitwithownersandguestseversince.AndlikeBayGardens’restau-rantmenus,SplashIslandisupdatedregularly.“Wehavetokeepitfreshandkeepitinteresting,”Destangsays.“Sowe’realwaysaddingnewpieces.Ithinktheparkhasbeenexpandedfourtimes.It’satleast60to70percentlargernowthanwhenitopened.”

ThenewestobstacleisaWibitTarget—atypeofaquaticmerry-go-roundthatparticipantscanattempttocircumnavigateasitbobswiththewaves—introducedatthebeginningof2019.“Werecentlyaddedanotherslide,aswell,”Destangsays.“Andthey[WibitSportsGmBH,themanufacturer]justreleasedsomeothernewpieces,sowe’llmorethanlikelygetacouplemorethissummer.”

Returningownersandvisitorswillcertainlyappreciatetheadditions,butthey’llprobablybeevenmoreexcitedabouttheannouncementthatunlimitedaccesstoSplashIslandisnowincludedforallBayGardensguests.Upuntilveryrecently,peoplewerelimitedtosixone-hourpassesperbooking,whichmeanttheyhadtoplanaccordinglyandbesuretogetthemostactionoutofeachhour.

“Now,theycancomeanytimetheywant,”saysDestang.“Theycancomeinforafewminutes,thenleave,andcomebackawhilelatertodosomeofthechallenges.Therearenolimitations.”

TheimpetusforthechangeinaccesstoSplashIsland?Consumerfeedback.

“Wehadalotofpeopletellingusthewaterparkwasthehighlightoftheirvacation,buttheywantedtobeabletouseitanytime,”Destangcontinues.“Wesatdowntofigureoutifwecouldmakeitwork,becauseithadtobeeconomicalforus,too.Afterlookingatthenumbers,wedecideditwassomethingwecouldaffordtodo.It’sagreatvalueforourguestsbecauseitmeanstheygetunlimitedaccesstoanattractionthat’soneofthemostpopularonSt.Lucia.”

Addingtoitsaquaticofferingsaretheresort’sverylargelagoon-stylepoolwithabridgetoitshottubisland,anditsprimelocationonReduitBeach,ratedthenumber-onebeachonSt.LuciabyFodor’s.

Home BaseSplashIslandisalsoagreattoolforthemarketingteam.It’snocoinci-dencethatallthecompany’ssalesaredonefromasingleofficethat’slocatedatBayGardensBeachResort,wherepotentialpurchaserscanseefirsthandhowmuchfuntheirfamilycouldbehavingatSplashIsland.

Indeed,asDavidShively,BayGardensVacationClub’sdirectorofsalesandmarketing,says,“Thevastmajorityofmarketingisdonein-house.Wehaveconciergeservicesatourpropertiesandoffergiftsorpremiumsoffreemealsandotherdiscountstopreviewthevacationclub.”

Beyondthat,themarketingteamusessocialmediatoadvertisethepropertiesandpublicizetheavailabilityofmini-vacationpackages.Finally,“ManyofourownersenjoythebenefitsofIntervalmembership,includingtheGetawaysandvariousdiscounts,andtakeadvantageofInterval’sexchangeoptions,”Shivelysays.“BecauseSt.Luciaisanannualvacationforsome—andjusthomebaseforothers.”

Eitherway,though,whentheyshowupatBayGardensBeachResort,it’sjustlikecominghome.

Bay Gardens Beach Resort AN INTERVAL INTERNATIONAL PREMIER BOUTIQUE RESORT®

Developer: BayGardensResorts Location: RodneyBayVillage,GrosIslet,St.Lucia Product: Fixedweekandunitleaseholdwith25-or50-yearterm; odd/evenprogramavailableforboth25-and50-yearterms Units: 11one-bedroomsand12two-bedroomlock-offunits Price: FromUS$8,450toUS$40,000 Website: baygardensresorts.com

FAST FACTS

Advertise with

impactReaders of Vacation Industry Review are active members of the vacation ownership and hospitality sectors. They use the magazine as a tool to keep up with what’s happening and to find out about new products and services. A Vacation Industry Review reader survey found:

More than 80 percent say that the editorial content of Vacation Industry Review is useful or valuable to them.

In excess of three-fourths indicate that the advertised products and services in Vacation Industry Review are useful or valuable.

Get the results you need — call today.

TO PLACE AN AD IN VACATION INDUSTRY REVIEW:

Contact Christine Mas Palmason Phone: 305-925-7025

Email: [email protected]

R E S O R T D E V E L O P E R . C O M

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SGI Vacation Club’s two-decade rise to dominance in Malaysia’s timeshare market has been swift and sure. Debuting as Swiss-Garden International Vacation Club Berhad in 2001, the Kuala Lumpur–based club achieved instant brand recognition for its association with the well-established Swiss-Garden International Hotels Group. By 2015, it owned two coveted BrandLaureate SMEs awards — the BestBrands Award 2013 for Corporate Branding and the BrandLaureate SMEs Signature Award in 2015 — along with the majority of market share.

SGI VACATION CLUB

Theclubwent fromstrengthtostrengthwhenitwasrebrandedasSGIVacationClubina2015corporaterestructuring,becomingpartofthehospitalityofferingofOSKGroup,aconglomeratewhosebusinessinterestsalsoinclude property development and invest-ment,construction,andfinancialservices.

Withabrightfutureinview,SGIVacationClubwasreadytopushtheenvelopestillfurther.

A Bold Plan Latein2018,withitsfirstthreeresortssoldout,the14,000-memberclubphasedoutitsoriginal30-year,right-to-useofferingandopenedthreenewresortswithashorter-termandmoreaffordableproduct.

“Alotofprospectsinourmarketwouldpreferashorterproduct,”saysCEOIvanTingChunHong.Newmemberscanchoosebetween an Explorer Membership (sevennightsinaone-bedroomunit)andaDiscoveryMembership(sevennightsinatwo-bedroomor14nights inaone-bedroomunit) foraperiodof15years.“Ourplanistorolloutproductseverythreeorfouryears,”Tingexplains.“Whenweare fullysold,wewill launchanotherproductwithnewproperties. Our vision for the near future is to continue to be theleadingvacationcluboperator inMalaysia,withover20,000mem-bersby2020.”

The Magic Bullet Deliveringonthatvisionrequiresarobustsalesteamandastrate-gicapproachtosalesandmarketingwithinMalaysia,aswellasinpromisingnewmarketssuchasChina.

“WenotonlyhaveabiggersalesforceinMalaysia,ascomparedtoourindustry,butwehaveasystemthatweareabletomaintainandcon-tinuetoturnoutverygoodsalespeopleovertheyears,”Tingsays.

BecauseMalaysiaisadiversecountry,SGIVacationCluboper-atesthreesatelliteofficesinkeyregions,inadditiontoitsmainsalescenterinKualaLumpur.Butthemagicbullet,whenitcomestosales,isascheduleoftravelingcocktaileventsthattakethesalespresentationintopocketmarketsthatmaybeanhourormorefromtheclosestsalesoffice.

“Inamonth,wehaveatleastsevenoreightcocktailfunctionsalloverMalaysia,”Tingsays. Inadvanceoftheweekendevents,telemarketersandsalespeoplecontactprospectsinthetargetarea,invitingthemtoalocalhotel.TheclubalsousesFacebooktosendtargetedmarketingmessagesabouttheeventtoprospectswholivewithinacertainradiusoftheevent.

Overthetwodays,upto25salespeoplewill introduceabout200gueststoSGIVacationClub.“It’sveryeffective,”Tingsays,citinganaverageconversionrateof20to25percent.

Reaching out to New MarketsPartofSGIVacationClub’ssalessuccessisleavingnostoneunturned.To bring 2,200 new members on board in 2018 alone, the teamappliedamixoftried-and-truesalesmethodssuchascocktails,mini-vacations,andtargetedsocialmediamarketing.Facebookadsgenerate

leadsand launchpromotionsaroundkey industryevents suchastheMalaysiaAssociationsofTourandTravelAgents(MATTA)Fair,whichattractsmorethan100,000visitorsfromwithinMalaysiaanditsASEAN(AssociationofSoutheastAsianNations)neighbors.

Renownedforitsbeaches,culturaldiversity,cuisine,andwarmhospitality,MalaysiawasthethirdmostpopularcountryintheAsia/Pacificregion,behindJapanandThailand,intermsofbookingsin2018,accordingtoasurveybyAgoda,anonlinetraveloperator.

“MalaysiaisaveryattractivetouristdestinationforpeopleofthecountriesinAsia—China,Japan,Indonesia,Thailand,Singapore,Brunei,” Ting says. Three-quarters of inbound tourist arrivals arefromASEANneighbors,accordingtotheMalaysianInboundTourismAssociation (MITA), and arrivals from mainland China continue topickup.“Weare lookingatwaystoseehowwecanselltopeopleinthesenearbyforeigncountries,”Tingsays.“WeareabouttosignupwithtwoChinesepartiesthatwillsendprospectstoMalaysia.”

MalaysiarankedasthesixthmostpopularglobaltouristdestinationforthegrowingChinesetouristclassin2017,ayearwhen2.28millionChinesetouristsvacationedinthecountry,spendingUS$3.1billion.

Covering All the Bases WhileSGIVacationClubisfocusedondramaticgrowth,keepingmem-bershappyiscrucialtoremainingsuccessfullongterm,Tinginsists.

“Oneof theareas inourmarketing is toensure thatwegatheralotoftestimonialsfromourmembers,”Tingssays,addingthatheintendstofortifytheclubrelationshipwithmembersbytakingovermanagementof itsownproperties fromSwiss-GardenInternationalHotels.“Wecandeepenourrelationshipwithourmembersbypro-vidingthembetterserviceandamorepersonaltouch.Thememberexperienceisreallyimportant.”

Buildingonitspastsuccess,SGIVacationClub’snewlylaunchedproduct includesproperties inoneof thesame locations—DamaiLautonMalaysia’swestcoast—asanoriginalresort,plusoneinanewdestination.

BY JOYCE HADLEY COPELAND

FROM STRENGTH TO STRENGTH IN MALAYSIA

Swiss-Court Holiday Apartments Damai LautSwiss-villas Damai Laut

Swiss-Court Holiday Apartments Damai Laut

Swiss-villas Damai Laut

44 45

SGI Vacation Club

Developer: SGIVacationClubBerhad;IvanTingChunHong,CEO Headquarters: KualaLumpur,Malaysia Product: 20-yearright-to-useand15-yearright-to-usewithaseven-or 14-dayfloatingownership Units: Hotelrooms,studios,andtwo-bedrooms Price: US$5,000toUS$7,000 Resorts: SGIatSwissGardenResidences,KualaLumpur;Swiss-VillasDamaiLaut andSwiss-CourtHolidayApartmentsDamaiLaut,Perak; SGIVacationClubMelaka,Melaka Website: sgivacationclub.com

FAST FACTS

Golf, Beach, and Countryside LocatedbetweentheprestigiousDamaiLautGolfandCountryClubandtheSGIatBeachResortDamaiLaut,Swiss-CourtHolidayApartmentsiseasilyaccessiblefromtheNorth-SouthExpresswaylinkingcitiesontheMalaysianpeninsulafromThailandtoSingapore.Thecomfortablyfur-nished556-square-foot(51squaremeters)studiounitsprovideanidealgetawayfromthehustleandbustleofKualaLumpur.

Nearby, sophisticated Swiss-Villas Damai Laut offers stylishtwo-bedroomunitswith947squarefeet(88squaremeters)oflivingspace,includingafullkitchenandsweepingviewsofgolffairwaysandsurroundingforest.Guestsofbothresortshaveaccesstoawiderangeofrecreationalactivities,includingaward-winninggolfandthefacilitiesatSGIatBeachResortDamaiLaut.

AdefiningelementinSGIVacationClub’snewproductistheadditionofthehistoriccityofMelakaasadestinationexclusivetonewmembers.

TheUNESCOWorldHeritageSiteisamulticulturalgem;ahubfortouristsfromwithinMalaysia,aswellasSingapore,andmorerecently,mainlandChina.

Just90minutessouthwestofKualaLumpur,Melaka isa formerPortuguesecolonythatblendsthecustomsandtraditionsofitsMalay,Chinese,Indian,BabaNyonya,Portuguese,Chitty,andEurasianances-tors.SGIVacationClubMelakaisonJalanParameswara,ashortwalkfromtheculturalcenterwithhistoricmonuments,galleries,bridges,andmuralsalongtheMelakaRiver,andthefamousnightmarketat“JonkerWalk.”

ThenewlyrenovatedSGIVacationClubMelakablendscontempo-rarycomfortwithauthenticBabaNyonyadesigninfluences—PeranakanaestheticsdeftlyblendingtheChinesewiththeMalaysian.Guestsstayingin204-square-foot(19squaremeters)hotelroomsand527-square-foot(49squaremeters)two-bedroomunitsarestepsfromrestaurantsservingrenownedBabaNyonyacuisineandshopssellingcovetedlocalspecial-tiessuchascoconutcandy,durianchocolate,andbeanbiscuits.

The Whole Package AlongsidetheexperiencesSGIVacationCluboffersinMalaysia,theabilitytotraveltheworldthroughIntervalInternational’sworldwidevacationexchangenetworkisaperkSGIVacationClubmembersvalue.

“OurmembersarequitehappyusingInterval’sexchange,andwehaveagreatrelationshipwiththeIntervalteaminSingapore.TheyareverysupportiveofwhatwedoinMalaysia,”Tingsays.

“SGIVacationClubhasalwayssetahighstandardforvacationownershipintheAsia/PacificRegion,”saysJoeHickman,Interval’svicepresidentandexecutivedirector,resortsalesandservice,Asia/Pacific.“Theyhavetheresources,strongbrandpresence,innovativeproducts,andcommitmenttopersonalservicetomaintaintheirleadershipastheytapnewmarketsinthisdynamicregion.”

Sgi Vacation club melaka

Sgi Vacation club melaka

Looking to boost your sales, marketing, and operating efforts,and improve your bottom line?

Take Advantage … of Interval International’s Affiliate Advantages!

For more information, contact Francys Ortega at 305-925-7436 or [email protected], or go to resortdeveloper.com.

DG Film Company | 46Entertainment Promotions | 47Equiant | 48Fidelity National Timeshare | 49Harbor Linen | 50Meridian Financial Services | 51

46 47

Discount Shopping Dollars

To learn more, contact Entertainment® Corporate Marketing Solutions at 855-554-3231 or email [email protected].

ImproveyourresultswithDiscountShoppingDollars

providedbyEntertainment®—ahigh-valuerewardoffered

atafractionoftheworthofthebenefit.Theycanbeused

foranysalesandmarketingpromotion,including:

nPurchaseincentives

nThank-yougiftsfornewowners

nReferralrewards

Discount Shopping Dollars features:

nDealsondining,shopping,entertainment,travel,brand-

namemerchandise,andgiftcardsforupto50%off

nMorethan250,000offers

nDenominationsfrom$25to$500

nCustomizablebasedonquantitypurchased

nFlexibledeliverymethods

nThetrustedbrandofEntertainment®,arecognizedmarket

leaderinthediscountsandpromotionssector

Throughitslong-standingrelationshipwithEntertainment®,

IntervalInternational®offerspreferredratesonDiscount

ShoppingDollars.

Boost Your Sales and Marketing Programs

POWERED BY

47

DG Film Company is a full-service production company with 20 years of experience — including the creation of customized resort presentations worldwide.

nDGFilmCompanyoffersprofessionalfilm

presentationsthatmeetclients’marketingneeds

whileremainingwithinbudget.

n Resortsareshowcasedinacaptivatingstyle,

incorporatingcreativevideoelementsthatappealto

clients’targetaudiences.

n Websitevideosboostinternetsearchresultsand

increasetherateofviewerresponse.

For a two-to-three-minute showcase video, participating resorts will receive preferential pricing on:nScriptdevelopment,includingmusicandnarration

nOn-locationfilmingofinteriors,exteriors,amenities,or

otheraspectsoftheresortordestination

nInterviewswithresortrepresentativesandowners

nAerialandunderwatershots

nVideooptimizationfortheinternetandmasterDVD

forin-houseapplication

Keeping Resorts Competitive in the Digital Age

Sample videos can be found at dgfilmco.com. See how DG Film Company can help achieve crucial marketing goals for your resort property. Contact the company at 435-674-1133 or by email at [email protected].

Resort video footage can be included on Interval HD at intervalworld.com.

46

48 49

Fidelity National Timeshare provides a variety of

transaction-focused services exclusively to the

shared ownership industry. Led by industry veterans,

this powerhouse offers decades of experience and a

wealth of real-world knowledge.

As an Affiliate Advantages partner, Fidelity

National Timeshare offers Interval International–

affiliated resorts preferential pricing on:*

nAgentandescrowservices

nDocumentmanagement

nDefaultsolutions

nInventorycontrol

nTitleinsurance

nTrusteeassistance

nMerchantaccountprocessing

nAccommodationrecordings

*Excludingpricingthatissetbylocal,state,orfederalgovernments.

TrustaProvenLeader

To learn more, contact Kerri Luther, national director of business development, at [email protected].

Equiant is a leading provider of consumer accounts

receivables outsourcing, helping affiliated resorts

maximize revenues, control payment cycles, satisfy

staffing needs, and improve the overall performance

of their businesses.

Equiant’sservicingsolutionscombineindustryexpertise

withapartnershipapproachatvolume-basedpricing,all

whilestrivingtoexceedclientexpectations.

Resorts that choose to participate in this Interval Affiliate

Advantage can receive preferential pricing on:

nLoanreceivablesservicing

nHOA/maintenanceservicing

nInvoicingandpaymentprocessing

nMerchantservices,includingPOStransactions

nDelinquencycontrol

nPortfoliomanagement

nPlatformasaService(PAAS)

nOn-sitetransitionalstaffing

nDocumentcustodyservices

nSecuritizationreporting

nBackupreporting

nDatacollectionanalytics(BITS)

nDisasterrecoveryplans

Celebrating More Than 30 Years

of Providing Servicing Solutions

Equiant Delivers Receivables Excellence

To find out how Equiant can create a custom solution that suits your operational needs, contact Peter Moody, chief business development officer, at 480-636-4888, or [email protected].

48 49

50 51

With more than 40 years as a manufacturer and

distributor of institutional textiles made specifically for

the hospitality industry, Harbor Linen has put together

the most extensive line of bed and bath linens

available today.

WiththepowerofBedBath&Beyond,HarborLinenis

abletoprovidecustomersaroundtheglobewithaquality

product,shippedinatimelymanner,ataverycompetitive

price,helpingbusinessesgrowwith:

nSeasonedteamofhospitalityexperts

nNationwideandinternationalsalesforce

nPreferentialpricingwithvolumediscountsavailableto

IntervalInternational–affiliatedresorts

nFreefreight(inthecontinentalU.S.)

nBondedwarehouseinMiamiforCaribbeanshipments

nDistributioncentersin:

•NewJersey•Georgia

•Missouri •California

•Florida •Nevada

•Panama •Mexico

To learn more, contact:Chris Rogers, vice president 800-257-7858, ext. 4459; [email protected]

Tammy Potis, sales executive 800-257-7858, ext. 4413; [email protected]

Meridian is a veteran of the shared ownership industry. The company understands the impact of bad debt, as well as the importance of keeping your owners’ accounts current, and preserving their confidence in the purchase decision.

Meridian Financial Services, an Interval Affiliate

Advantages partner, is a sophisticated third-party

collection agency able to service whole and partial

portfolios.

Services include:

n Full-service collection agency for domestic and international clients

n No-cost-to-client recovery program n Customized industry collection strategiesn Credit reportingn Skiptracingn Online servicesn Credit and collection consulting

Meridian Financial Services = Collections at No Cost to You

To learn, at no cost, how Meridian can work for you, please contact: Greg Sheperd, president, 866-294-7120, ext. 6705; [email protected] Zaida Smith, vice president, international sales, 866-294-7120, ext. 6747; [email protected]

Take Advantage of Preferential Pricing and Value-Added Benefits

50 51

52 53

JULY – SEPTEMBER 2019 RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW RESORTDEVELOPER.COMVACATION INDUSTRY REVIEWJULY – SEPTEMBER 2019BACK PAGE

Morritt: “Those whom most companies consider their customers, I consider my friends. The owners at Morritt’s Resorts are our greatest asset and strongest marketers. Word of mouth built our resorts, so keeping our friends involved and listening to their concerns is the smartest way to build a strong owner base.”

Schmidt: “In order for our customers to be happy, we must enchant them by offering not just what was promised at

the time of the sale, but even delivering more than what was promised, and,

thus, as well as enchanting, also give them a perception of advantage.”

DAVID MORRITT, CEOMORRITTPROPERTIESCAYMANLTD.

CARLOS HENRIQUE SCHMIDT, CHAIRMANOFTHEBOARD

PLAZAHOTELSANDRESORTS,BRAZIL

LISA SIEGERT-FREE,MANAGINGDIRECTORANDGENERALMANAGER,THECHRISTIELODGE

MIKE VASEY, GENERALMANAGER,VIRESORTS,ANDCEO,VACATIONOWNERSHIPSALESINC.

What is one important step an organization can take to keep owners happy?

Siegert-Free: “If you take care of your employees, they will take care of your guests. For example, our employees are offered full-time, year-round employment. We do not downsize our staff in off-season as we want to keep continuity in service to our owners and guests.”

Vasey: “Listen to them. At VI Resorts, we are able to slow down and listen to what our owners are saying and focus on meeting their

needs at every interaction we have with them. We believe the best part

of our club is its owners.”

RESORTDEVELOPER.COMVACATION INDUSTRY REVIEW

To advertise in Interval World magazine, contact Christine Mas Palmason at 305-925-7025; [email protected].

For information on consumer advertising opportunities in Europe, contact Annie Mercer at 44 (0) 20 8336 9581; [email protected].

In Asia/Pacific, contact Fizah Ibrahim at 65 6318 2510; [email protected].

When you advertise in Interval World ® magazine, your message will reach 1.3 million travel-savvy consumers in the U.S., Canada, and Caribbean.

Have readers. Will travel.

THEY ARE AFFLUENT.More than half report a household income of over $100,000 per year.

THEY LOVE VACATION OWNERSHIP. More than three in four are satisfied with the product.

THEY TRAVEL — A LOT.Interval members take more land trips and cruises, and rent more cars than the general U.S. population.


[email protected]:

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We’llnotifyyoubyemailwhenthenextdigitalissueofthemagazineisavailable.

Did You Know:

nThatthemagazineyouholdinyourhandsisavailableonline?

nThatthedigitalversionletsyouflipthroughthepages,searchthepublication,zoominandout,downloaditinPDFform,andsharewithafriend?

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