RCI Ventures North America and Canada Q2 2016

RCI VENTURES

T H E B U S I N E S S O F VAC AT I O N Q2 2016

T H E B U S I N E S S O F VA C AT I O N

Rise of the

Untethered Traveler

Q2 2016

NOTHING BUT BLUE SKIES A sunny forecast for the Cayman Islands

LEADING WITH PASSION Tom Nelson, president and COO of Orange Lake Holdings, reflects on success

CUSTOMER SERVICE IN THE SOCIAL MEDIA AGE How technology and social media are transforming customer care

Marine Diver Self-winding movement. Water-resistant to 300m.

18 ct rose gold case. Also available in stainless steel.

U LY S S E - N A R D I N . C O M

For a catalog, call 561-988-8600 or usa114@ulysse-nardin.com

TA B L E O F C O N T E N T S

IN BR IEF

06 By the Numbers Multigenerational travel is on the rise

08 Industry News Briefs Reports from the field

16 6 Questions With Howard Nusbaum, president and CEO of ARDA

18 Travel Trends The age of authentic travel; owners get the picture IN DEPTH

20 Customer Service in the Social Media Age How technology and social media are transforming customer care

24 Leading With Passion Tom Nelson, president and COO of Orange Lake Holdings IN DEV ELOPMENT

28 Nothing but Blue Skies Major capital developments spell opportunity in the Cayman Islands INNOVATION

34 Technology Mobile bookings take off

36 Industry Solutions

PHOTOS, COVER: SHUTTERSTOCK; THIS PAGE: BETSY HANSEN

Reintroducing RCI Platinum® membership; new enhancements to RCI® LiveStreamSM

Enjoy RCI Ventures® magazine on your iPad®* when you download the RCI Ventures® magazine app for iPad® free at the iTunes® App Store.

Tom Nelson, president and COO of Orange Lake Holdings.

* RCI Ventures magazine is an independent publication and has not been authorized, sponsored or otherwise approved by Apple Inc. iPad and iTunes are registered trademarks of Apple Inc.

RCI VENTURES 1

INSIGHT

38 An Enchanting Escape Palace of the Golden Horses

42 A Taste of the Tropics Calypso Cay Vacation Villas

46 Business of the Bespoke Defender Resorts

50 The Signature Difference Signature Collection Reserve at River Island

58 Recent RCI® Affiliated Resorts & Events Calendar Off-duty with RCI’s Fiona Downing

ON THE COVER The rise of the untethered traveler.

ON THIS PAGE (clockwise from top): Calypso Cay Vacation Villas, in Kissimmee, Florida; Beach House Golf & Racquet Club, in Myrtle Beach, South Carolina, one of the properties Defender Resorts helps manage; hammocks at Signature Collection Reserve at River Island, in Orlando, Florida; the lobby at Palace of the Golden Horses, in Malaysia.

Senior Vice President: Philip S. Brojan. Publisher: Brian Bruno. Associate Publisher: Emily Sadlock.

Contributing Editor: Helen Foster. Advisory Board Chair: Fiona Downing. Advisory Board: Jeff Parker, Kelly Deardorff, Eugenio Macouzet, Bob McGrath, Todd Menendez, Robert Stolt, Debbie Wunder.

Associate Publisher, Multimedia: Madelyn A. Roberts, madelyn.roberts@storyworldwide.com, 646-437-0630 Advertising Sales & Traffic Coordinator: Jennifer An, jennifer.an@storyworldwide.com, 212-481-3452, x339 Editor in Chief: Sunshine Flint. Creative Director: Ash Oat. Managing Editor: Gaetano Pollice. Associate Editor: Jessen O’Brien.

Art Director: Jenna Grady. Photography Director: Danielle Lamp. Copy Editors: Fred Kennedy, Amy Lynn Tonsits. Editorial Intern: Kyle Ver. Group Account Director: Scott Lynch. Senior Account Executive: Samantha Cranston. Senior Producers: Justyna Banach, Carrie Blocher.

Chief Executive Officer: Simon Kelly. Executive Creative Director: Heidi Waldusky.

No part of this magazine may be reproduced without written permission from RCI. RCI Ventures® magazine publishes opinions of many knowledgeable individuals. These opinions are not a substitute for legal, accounting or other professional advice. The views and conclusions expressed in RCI Ventures® magazine are those of the authors and are not necessarily those of RCI nor of its parent or affiliates. The information contained in this publication has been obtained from sources the proprietors believe to be correct. However, no legal liability can be accepted for any errors. RCI Ventures is a registered trademark of RCI, LLC. For all subscription queries, please contact rciventuresna@rci.com.

9998 North Michigan Road, Carmel, IN 46032 © 2016 RCI, LLC. All Rights Reserved. Printed in U.S.A.

2 Q2 2016

PHOTOS: COURTESY CALYPSO CAY VACATION VILLAS; COURTESY DEFENDER RESORTS; COURTESY RIVER ISLAND; COURTESY PALACE OF THE GOLDEN HORSES

60 A Final Thought

M E S S AG E F R O M R C I

The Consumer Evolution Adapting your business to match rapidly evolving customer expectations is more critical than ever.

PHOTO: IAN SPANIER

THE WAY WE LIVE TODAY—ON OUR SMARTPHONES

and tablets, with on-demand streaming and instant communication—means that we are able to shape our world to fit us, and our preferences, more than ever before. This shift in our daily lives also means that how people communicate with companies, and companies with people, is changing radically. It has moved from communicating at large groups of people to a conversation that operates virtually on a one-to-one basis. Companies have to focus on adapting the way they function to work the way consumers want and on making it easier for them to book, to buy, to travel, to relax, to get in touch.

People still have actual connections to a brand, but nowadays it’s on their own terms. For our customers in particular, there’s a high investment emotionally, not just dollar-wise, in both vacationing and timeshare. They feel they are more than just customers—they feel a true sense of ownership and belonging. And it’s important to focus on how to foster that feeling. Part of that is adapting to how our customers research and book travel, responding and communicating with them via the platforms they use and giving them an authentic experience.

In this issue of RCI Ventures® magazine we delve into what this evolution looks like right at this moment.

Technology and social media are having a deep impact on how the hospitality industry manages customer service today and how resorts communicate with guests and owners. It is important now more than ever to be able to facilitate two-way communication with our customers that is fluid and casual and responsive, whether it’s on Twitter or Facebook Messenger or in an online review. We also take a look at how young and affluent frequent travelers—our future owners and guests—

are becoming increasingly proficient at and feeling more and more secure about using their mobile devices to book flights, accommodations and vacations.

As technology changes the ways companies engage with, interact with and even sell to customers, it is important that we all focus on and work to adapt to these changes. The ability to be much more interactive in all forms and to evolve our product to the ways our customers behave and utilize it is also going to be important going forward—and that’s something we all can and should embrace.

Finally, we are excited to be part of ARDA World 2016, where keynote speaker and former BuzzFeed and Google executive Jonathan Perelman delivers the opening talk, on the future of digital marketing. We also have exciting news about our RCI Platinum® membership and RCI® LiveStreamSM platform to share. Plus, we have important updates regarding RCI®360SM, which provides a diverse array of technology solutions for supporting you as you court prospects, management tools for driving down operational costs and value-added products for helping keep your owners engaged.

Gordon Gurnik President, RCI

RCI VENTURES 3

CYCLE OF

SUCCESS The RCI Affiliate Access® program helps connect you to solutions from best-in-class industry providers, to assist you along every step of your resort’s life cycle.

Let’s take the journey together. We’ve saved you a seat!

Learn more at RCIAffiliates.com/AffiliateAccess RCI and related marks are registered trademarks and/or service marks in the United States and internationally. All rights reserved. ©2016 RCI, LLC. All rights reserved. Printed in U.S.A.

OWNER FEEDBACK & ENGAGEMENT

BILLINGS & COLLECTIONS

PROPERTY OPERATIONS & IMPROVEMENT

SALES & MARKETING

RISK MANAGEMENT

SALES TRAINING

INVENTORY MANAGEMENT & RENTAL ASSET RECOVERY SOLUTIONS

Cunningham Asset Recovery Services, LLC

RESERVE PLANNING

ANNUAL BUDGET PLANNING

BY T H E N U M B E R S

Multigenerational travel is on the rise, according to MMGY Global’s latest Portrait of American Travelers® study. As more Americans bring their families along on vacations, they are increasingly planning activities in advance and taking their children’s opinions into account. The numbers below offer insights into the ways the vacation ownership industry can continue to engage grandparents, parents, adult children and young children during sales presentations and trip preparation. MMGY has repeated this study annually for the past 25 years, allowing for long-term insights into ongoing trends.

Grandparents are getting involved and traveling more often with their grandchildren now than in 2014 or 2013. Resorts can engage this group by offering a variety of activities that appeal to a range of ages.

Number increased from the previous year

Children play a greater role in trip planning

than you might expect—so keep the whole family in mind at the sales table.

Among grandparents who vacationed with their grandchildren,

Children had a role in planning the daily activities they did on vacation.

80%

Children played a role in deciding which destination to travel to.

39% BOOMERS

MILLENNIALS

BOOMERS

X’ERS

MILLENNIALS

plan on doing it again in the next 12 months.

BOOMERS

25%

X’ERS

Of them,

X’ERS

47%

54%

60%

58%

63%

64%

40%

have vacationed with their grandchildren in the past 12 months.

61%

68%

Among grandparent travelers,

MILLENNIALS

IN BR IEF

Mapping Multigenerational Travel

Children played a role in deciding which hotel/resort to stay at.

said the children’s parents were also present.

Parents are increasingly

bringing their children along on vacation, but about half of these couples also want to make time for themselves.

Consider planning special activities that grandparents and children can do together, like cooking classes or a kids’ movie night.

6 Q2 2016

40%

of travelers have children in their households.

85%

of that group have vacationed at least once with their children in the past 12 months.

69%

plan on taking the same number of vacations with their children in the next 12 months.

IN BR IEF

Children generally

prefer to have their trip fully planned before setting off. Here are some activities that may appeal to travelers during presentations.

Travelers considered the following to be desirable attributes when looking at a destination:

73%

Historic sites

64% Museums

43%

Music/film/art/ other festivals

40%

Learning a new skill/activity

Significantly more Gen

X’ers

vacationed with children during the past 12 months than their generational counterparts.

However, millennials who traveled with children took more trips than

PHOTO: OFFSET

their generational counterparts.

To purchase the full report, 2015 Portrait of American TravelersÂŽ

by MMGY Global, go to mmgyglobal.com.

RCI VENTURES 7

Jonathan Perelman speaks at ARDA World 2016 The former BuzzFeed and Google executive is delivering the opening keynote, on the future of digital marketing, sponsored by RCI, at the annual American Resort Development Association World conference, from May 1 to May 5 at the Diplomat Resort & Spa, in Hollywood, Florida. ARDA World 2016 provides a platform for networking with key indus­try players, as well as opportunities to learn about the latest innovations within the vacation ownership and hospitality industries.

25 new hotels for Meliá Gabriel Escarrer Jaume, vice chairman and CEO of Meliá Hotels International, forecast a historic year for hotel openings by the Spanish hospitality group. Meliá plans on adding 6,000 rooms in 15 countries to its inventory by the end of the year. The group broke new ground in March with its first U.S. opening: INNSIDE New York NoMad. In total, Meliá announced, it would open 25 new hotels in various destinations including Germany, Brazil and Indonesia.

Escarrer Jaume says the selected destinations include significant levels of brand recognition as well as opportunities to bolster Meliá’s presence.

Travelex expands coverage for vacation owners Travelex, the foreign-exchange and payment specialist, has expanded its portfolio of travel protection plans to cater to vacation ownership, resort and travel club markets. The new plans, underwritten by Transamerica Casualty Insurance Company, include coverage for trip cancellation, interruption, delay, emergency medical expenses and evacuation, rental car and security deposit protection. Vicky Willis, who has experience as an active member of the American Resort Development Association, serves as director of sales for the new protection plans.

Willis is responsible for building relationships with ownership, resort and club partners.

Shanghai Disney Resort opening in June The first Disney resort in mainland China will be a place where friends and families can escape together to a whole new world of fantasy, imagination, creativity and adventure. On opening day, June 16, 2016, the Shanghai Disney Resort will be home to Shanghai Disneyland park, with its six themed lands plus two themed hotels, a large retail, dining and entertainment venue and outdoor recreation areas. Shanghai Disneyland will be a Magic Kingdom– style theme park featuring classic Disney storytelling and characters, but with authentic cultural touches and themes tailored specifically for the people of China.

8 Q2 2016

Sweet sailing Upholding its partnership with Yachts-E®, a yacht rental company, Unlimited Vacation Club by AMResorts® is offering an updated yacht reservation system for its members.

When visiting Cancún, the Riviera Maya, Cozumel, Puerto Vallarta, Los Cabos and Punta Cana, members can reserve a private yacht directly through UVC. Each Yachts-E vessel includes spacious cabins, a plasma screen and a cockpit galley. Once aboard their yacht, members can enjoy a variety of excursions, including fishing, whale watching and sunset sailing. The updated reservation program is set to launch in Jamaica and Costa Rica in the near future.

PHOTOS: SHANGHAI DISNEY RESORT, MELIÁ HOTELS INTERNATIONAL, COURTESY RCI

IN BR IEF

IN DUSTRY N EWS B RIE FS

A COMMITMENT TO

LUXURY

Excelling in the luxury vacation exchange segment requires dedication and focus on the unique needs of its audience. The Registry Collection® program was founded with the promise of providing that experience to your owners over and over again.

With more than 13 years of experience, The Registry Collection program continues as the leader in luxury vacation exchange.

The Registry Collection® program features more than 200 properties accessible for exchange or currently under development - no other global exchange company offers more luxury real estate destinations around the world.* And no one is more committed to dedicating resources specifically to that space, with the aim of fulfilling and surpassing that promise for you and your owners.

Learn more about The Registry Collection exchange and support services at www.TRCAffiliates.com/AboutTRC.

*These vacations are limited. Destinations and travel times are subject to availability and confirmed on a first come, first served basis.

The Registry Collection and related marks are registered trademarks and/or service marks in the United States and internationally. All rights reserved. ©2016 RCI, LLC. All rights reserved.

FOR YOU & YOUR OWNERS We share in each other’s success and growth on this journey together.

Our world of support is at your fingertips.

Because you’re more than partners to us… you’re family.

RCIAffiliates.com/360

LEADS

TO U R S M E A N BUSINESS.

Want to see a hike in online prospects? With engaging tools like RCI® Online Tour Generation, RCI TV® and our digital magazine, we bridge the gap with groundbreaking technology.

Let us captivate in a way like no other to deliver qualified prospects to your door.

RCI does not make any representations regarding the availability of or endorse any of the products or or services services provided provided by by third third parties. parties.

RCI and related marks are registered trademarks and/or service marks in the United States and internationally. internationally. All All rights rights reserved. reserved. © 2016 RCI, LLC. All rights reserved. Printed in the U.S.A. 9998 North Michigan Road, Carmel, IN 46032 46032

SALES

F R O M I N T E R E S T TO “ Y E S .”

Think of us as your ultimate sales support support crew, crew, fully loaded with state-of-the-art tools designed designed to help close the sale.

From interactive presentation tools like SM and RCI® LiveStreamSM SM to RCI® PresenterSM to rewarding experiences like RCI Platinum® Platinum® membership and the RCI® Elite Rewards® Mastercard®, Mastercard®, when we work together, the sky’s the limit. limit.

OPERATIONS

OFFERING H I G H LY E F F E C T I V E M A N AG E M E N T TO O L S .

Welcome Welcome to to your your one-stop one-stop service service hub. hub. From From automated automated reporting reporting and and PMS PMS connectivity connectivity to to online online reputation reputation management management and and specially specially negotiated negotiated pricing pricing and and services services through through RCI RCI Affiliate Affiliate Access®, Access®, we’ve we’ve got got you you covered. covered.

Let Let us us help help you you reduce reduce costs costs and and improve improve efficiency. efficiency. Because Because when when your your engine engine runs runs smoothly, everyone benefits. smoothly, everyone benefits.

OWNERS

A A L LIIF FE ET TIIM ME E O OF F F FU UN N VAC VACAT ATIIO ON NS S..

When When itit comes comes to to planning planning their their next next vacation, vacation, your your owners owners like like to to be be in in the the driver’s driver’s seat. seat. With With an an award-winning award-winning website, website, engaging engaging mobile mobile apps, apps, and and an an unparalleled unparalleled exchange exchange network, network, we we give give you you and and your your owners owners the the key key to to charting charting aa lifetime lifetime of of adventures. adventures.

RCIAffiliates.com/360 RCIAffiliates.com/360

6 QUESTIONS WITH:

ARDA’s Howard Nusbaum

Howard Nusbaum President and CEO ARDA

Why join ARDA? HN: To network and be relevant in the industry. We craft and monitor the legislation that impacts timeshare. ARDA represents the industry to government, media and the financial markets. Members work together with us to identify the priorities for legislation, industry best practices, public and industry relations, education and research.

Having a voice in the process is important. There’s an old political expression: If you don’t have a seat at the table, you may end up on the menu. That seat is the ultimate benefit of membership.

What new benefits are current members likely to see soon?

HN: Right now we’re listening on the Internet, and from that we publish the Hark Report. Our goal is to better understand what people think about timeshare and share this information with our members so they can leverage it in their organization’s sales, marketing and operational efforts. Internally ARDA uses the data to craft industry messaging, create new tools and guide industry research needs. We will also be launching new educational programming, and providing the same great networking and business development opportunities throughout the year. Timeshare’s a better way to vacation, and we have the tools to help your teams express that.

16 Q2 2016

How can ARDA help members in their region of the world?

HN: Whether it’s to the media or a financial or rule-making authority, we advocate for the industry, and the same thing is true internationally.

We work with emerging markets so they can learn from our successes and failures. I’m off to Johannesburg to meet with South African timeshare developers and talk about some of the strategies that have been successful in this country.

From there I’m going to Singapore for their fifth annual conference on creating robust markets in Asia.

Sharing best practices, successes and challenges is what it’s all about.

What are the main benefits of the ARDA Resort Owners Coalition?

HN: ARDA-ROC has been instrumental in developing and supporting the pillars of good consumer protections, including rescission, financial assurance, use rights available versus use rights sold, escrow and offering disclosures. ARDA-ROC monitors and defends against legislation that may negatively impact timeshare owners while main­­taining a robust platform for the industry to grow. What is an example of this? Almost every juris­ diction has a transient occupancy tax. We make the argument that these are owners who have already paid taxes on their property and therefore should not be burdened with an additional or duplicate tax.

We win every time. That’s the kind of battle ARDA-ROC fights on behalf of owners. I’m proud that approximately 1.5 million timeshare owners support the integrity of their real estate vacation purchase through their participation in ARDAROC [arda-roc.org].

What are you excited about sharing at this year’s ARDA World?

HN: As you’re reading this, ARDA World is going on: 3,000 of your closest friends in the industry, sharing the latest innovations, creating business opportunities and working together on new advocacy platforms. This year we’ve partnered with Phocuswright to have a battleground for tech entrepreneurs—we’re calling it the Lion’s Den. They’re presenting apps, new technologies and digital solutions for customer engagement and resort rental distribution, and attendees get to participate in who should be funded.

For those who can’t attend, how are you getting the news out?

HN: We’re using social media in real time, so follow #ARDAWorld on Twitter and Facebook—for pictures, live updates and announcements. We also publish a special post-convention issue of Developments magazine. If you can’t be in Hollywood, Florida, this year, stay tuned and make your reservation for New Orleans in 2017.

For live updates direct from the floor of ARDA World 2016, visit arda.org and follow #ARDAWorld on Twitter and Facebook.

Already an ARDA member?

Visit arda.org to get the latest timeshare industry news and research.

Want to become an ARDA member?

Learn more about the benefits of joining at arda.org/ membership.

PHOTO: COURTESY ARDA

IN BR IEF

RCI Ventures® magazine sat down with the president and CEO of the American Resort Development Association (ARDA) for an inside look at the industry’s advocacy group in the United States.

JOIN TODAY!

Your Connection to the Timeshare Industry For more information about joining ARDA, please contact (202) 371-6700 or membership@arda.org.

www.arda.org American Resort Development Association • 1201 15th Street, NW, Suite 400, Washington, DC 20005 • Phone (202) 371-6700 • Fax (202) 289-8544 Partial list of Global Timeshare Developers in attendance, 2010–2015 ARDA World Convention

T R AV E L T R E N D S

IN BR IEF

The Joys of Authentic Travel Vacation ownership is ideally positioned to lead the way in one of the latest industry trends.

Travelers today are increasingly seeking out activities rooted in a destination’s unique culture when they go on vacation. This trend is known as authentic travel, and it is a phrase that has been buzzing around the vacation industry more and more lately. Although the name might be relatively new, the fundamentals of authentic travel have long been found in vacation ownership.

Experiences are more rewarding than possessions when it comes to anticipation.

engaging. Dr. Amit Kumar may have the answer. Kumar coauthored a 2015 study, We’ll Always Have Paris, in which he detailed why people derive greater and longer-lasting joy from experiential purchases, like travel, than from material purchases, like clothing. It turns out that experiences are more likely to contribute to our sense of self, to help create relationships and to give us stories we keep telling once that experience has ended. The more successful an experience in any of those three fields can be, the more happiness we derive from it.

“Trying new things with other people while you travel helps shape your identity, prompts social interaction and makes for a good story to tell and retell after,” Kumar says.

“We also found that experiences are more rewarding than possessions when it comes to anticipation.

Retailers can take advantage of this anticipatory period by getting people to plan their trips well in advance.”

Resorts looking for a starting point can contact their chamber of commerce or visitors bureau to discover what the defining cultural touchstones in the area are.

Examples may range from hiking on protected land to taking a class in a local craft. “Find out what allows your guests to experience something outside the norm with the people they love,” Nusbaum says. “Those are the vacation memories that live on long after the experience.”

D I D YO U K N OW ?

69%

of global travelers plan to try something new in 2016, and

47%

have visited a destination because of its culture and people.

Source: TripAdvisor’s 2015 TripBarometer Travel Trends 2016

—J E SS E N O ’ B RIE N

—AMIT KUMAR, coauthor of We’ll Always Have Paris

“I actually think timeshare has been really good for authentic travel,” says Howard Nusbaum, president and CEO of the American Resort Development Association (ARDA).

“At a resort, everyone is on vacation and there is a shared purpose, to learn about the area. I spoke with a lavender farmer on Maui who said that timeshare owners are the best customers because they feel a connection to the destination. They return year after year to cook in their rooms with local ingredients.”

One key to optimizing experiences for owners is understanding why travelers find authentic activities so

18 Q2 2016

Shopping for local produce at a farmer’s market in Rome.

It’s not just millennials.

Travelers of all ages enjoy photo sessions with Flytographer.

IN BR IEF

Picture Perfect

PHOTOS: FAIRMONT RESORTS/ANTHONY RANCOURT, SHUTTERSTOCK

More and more travelers are sharing their vacation photos online.

It’s no surprise that people love sharing their vacation photos, but the sheer numbers are impressive: About 5.7 million travel images were posted on Instagram alone last December, according to the monthly Instagram Analysis Report, by visual media consultancy Chute. Even more impressive, they’re not all selfies. In fact, new businesses like Flytographer and Shoot My Travel have flourished by pairing vacationers with local photographers around the world to capture their travels. Savvy resorts are also tapping into the trend by forming partnerships to provide this service for their guests.

Fairmont Hotels & Resorts launched such a strategic alliance with Flytographer in September 2015. Guests can now book a photo session with Flytographer at more

than 35 participating Fairmont locations from Seattle to Bali. These personalized shoots range in length from 30 to 90 minutes. Since the photographers are local, the sessions can also serve as authentic insider tours of a destination. Afterward, guests receive an online gallery of their vacation memories.

“Travelers who choose Fairmont want more out of their trip,” says Jane Mackie, vice president of the Fairmont brand. “We have a long history of connecting travelers to the best inside and outside our buildings—of providing them with meaningful experiences.

Flytographer allows people to docu­ ment, share and remember these experiences, capturing moments that are truly special.”

Although not the only resort and travel photography company to team up, Fairmont and Flytographer have found innovative ways to leverage their partnership and engage guests

after shoots. Fairmont has created a website, fairmontmoments.com, where guests can share their travel images and stories. Offering a platform to post and read about Fairmont vacations helps create a community centered on the brand and inspires guests to keep traveling. Because professionals take the photos, guests cherish the images long after sharing them.

“Flytographer photos will be kept as family heirlooms that remind us of the importance of travel and vacations in our family legacies,” Mackie says.

Fairmont continues to explore new uses for its partnership with Flytographer, and recently integrated Flytographer sessions into media visits. When journalists arrive at a Fairmont property without a photographer, Fairmont encourages them to book Flytographer and then use the images in their coverage. According to Mackie, “the opportunities are endless.”

—J.O.

ON OUR RADAR

Video on social media Video continues to gain popularity on social platforms: In November 2015, CEO Mark Zuckerberg announced that Facebook generates

8 billion

daily video views.

Snapchat is catching up. In January the company announced that videos shared on Snapchat had reached

7 billion views a day.

Source: Facebook, November 2015; Fortune, January 2016

RCI VENTURES 19

IN DEPTH

20 Q2 2016

Customer Service in the Social Media Age Technology and social media are changing how resorts provide and personalize customer service and are also revealing new opportunities for creating brand-loyal vacation owners.

BY SU NSHIN E FLINT

W

hether it is to voice concerns, report issues or even offer praise,

customers will always want a way to communicate with brands. This has not changed, and probably never will.

What has changed is the way customers expect to have these conversations.

With the advent of new technology and evolving social platforms that enable quicker communication, customers no longer have to experience the frustration of excessive wait times when dialing into a call center, waiting for their turn in the queue. The force and immediacy of social media and the importance of the interaction between customer and brand are transforming the nature of customer service: how it is implemented and what makes a successful customer service department.

Technology has made the customer and business interaction one-to-one once more, albeit in digital form.

In this quickly evolving landscape, it is important for a brand or business to have a strategy in place to meet consumer expectations across many channels. In the not-so-distant past, consumer expectations of how to converse with a brand were focused on the traditional call center, but that has changed greatly. “Consumer expectations have required businesses to evolve their customer care beyond the call center model and service their customers across multiple channels,” says Jayson Smith, director of social media at RCI. That doesn’t mean that traditional forms of customer care will be left behind—phone communication will always be important. But as technology evolves and communication through social media becomes more accessible and immediate, con­ sumers will expect to have multiple options with which to interact with businesses and brands.

Today innovative businesses are servicing their customers across a multitude of channels. As social media adoption develops and businesses work to enhance their methods of consumer interaction, companies are finding that their social media management crosses into customer care territory. For resorts and hospitality companies, there are three important points to keep in mind: the ability to scale, to personalize and to be fast and responsive. “The challenge is,

you need to be everywhere, and you need a business process so it’s not overwhelming,” Smith says.

Constantly connected Across all age groups, the average amount of time spent daily on social media is 1.7 hours, and millennials ages 25 to 34 spend 2.6 hours a day.

Facebook is the most popular net­work for people to connect to businesses, with 29 percent of social media users; followed by company blogs, at 15 percent; and personal Twitter accounts, at 14 percent, according to Skift’s 2014 survey Social Media Customer Service in the Travel Industry.

Interestingly, customers have different expectations across different social media. For example, people expect a same-day response from something posted on a Facebook page, according to an Oracle study, but a majority of users expect a response on Twitter within one hour, according to Brandwatch. Not only is the real-time factor a benefit for servicing customers, but also, the level of transparency in social media conversations creates goodwill, especially when the problem, complaint or suggestion has been addressed quickly.

The Skift study states that most hospitality companies have a response goal of 30 minutes, and

RCI VENTURES 21

IN DEPTH

I L L U S T R AT I O N S B Y A N D R E W LYO N S

IN DEPTH

22 Q2 2016

Next wave While Facebook and Twitter are the giants of the social media landscape, others, such as Instagram, instant messaging and social messaging apps,

are also in play. Social messaging apps, like WeChat, WhatsApp and Kik, are creating a new kind of service evolution. And resorts should be marketing their abilities to handle requests through these channels. Some customers may choose to simply launch a messaging app instead of voicing their request in an open forum like Facebook or searching for a contact phone number. Rather than try to make the customer adapt to old service models, brands and businesses are adjusting their own customer service tactics to fit the ways consumers prefer to communicate.

There’s no time zone when you’re online, so team members need to be available 24 hours a day. What this means is, customer service agents and social care agents need to have a console or platform that pulls all the feeds together and allows them to answer in real time. There are a number to choose from, like Sprout Social, Sprinklr and Spredfast, but resorts must figure out what works for them.

RCI is working diligently to integrate social customer care with overall customer service processes.

“Our vision is to integrate social media into our customer care centers so that any customer care agent is equipped to handle social customer service inquiries in near real time,” Smith says. “RCI has a global presence of customer care centers, and we can begin to actively listen and respond in a 24/7 model to service inquiries around the world.”

Making it personal As social media use grows, so do the teams, and it’s important to maintain an authentic, consistent voice that makes customers understand that a real person is responding to them.

“I believe our customers feel a real person is interested in what they are saying, because a real person actually is interested,” Ernsberger says. “We have one person who is responding across the board. As we grow and add

more employees to the social media team, creating an authentic voice will be an area of focus.” Training is key to making sure all team members know what to do and how to respond to any and all queries. “We have trained each property manager in how to respond, and we’ve set a 48-hour deadline for responding to each review,” Heyworth says. Bluegreen trains all its agents and interns to respond in one voice. “There are weeks of classes regarding customer service and product knowledge before an agent can interact with our customers,” Ernsberger says.

“There are procedures to explain, but a large portion can’t be taught, such as intuition and strong writing skills.”

In addition, the positives of social media can be found not just in trans­­ parency, but also in the information and data about customers that can be gathered. When back-end reserv¬tions, customer care and social media are all merged, resorts are able to mine and analyze the publicly available data about customers and therefore learn more about their guests while providing targeted, efficient and authentic customer service.

RCI’s Timeshare Online Listening Center (TOLC) Do you need to step up your social strategy when it comes to customer care and response? Listening is the first step to better social customer service, and RCI’s TOLC can help provide solutions for everything from crisis and reputation management to market research and engagement measurement. The cutting-edge TOLC monitors online conversations, reviews and other mentions of brands by covering a number of sources, including Twitter, Facebook brand pages, review sites, more than 150,000,000 blogs, message boards, videos, images and online mainstream media. Currently, the TOLC provides social media monitoring for more than 17,000 individual hotels and resort properties worldwide, and the teams manually review 35,000-plus brand mentions per month. In addition, they provide more than 250 custom reports annually to business and brand leaders.

RCI VENTURES 23

IN DEPTH

at the most, a resolve time of 48 hours.

“We interact with our owner base and customers through Facebook, Facebook Messenger, Twitter and live chat,” says Jessica Ernsberger, social media specialist, club services, for Bluegreen Corporation. “We treat each request, inquiry and complaint with the same urgency. For the most part, we try to resolve the case right there on Facebook or Twitter. We’re absolutely committed to helping the customer with their issue until it’s resolved.”

While response time needs to be quick, so does sorting out the types of comments or complaints that are coming in and from where. For example, a negative comment on TripAdvisor can wipe out five positive ones, but an instant and transparent exchange can put the resort in a very good light. “If we see a negative review, we investigate the issues and our responses are thought out and professional—and we ensure that we cover each point of their complaint,” says Abbi-Gail Heyworth, an ULTIQA brand and marketing executive, who says the company interacts with customers on Facebook, Instagram, LinkedIn and Twitter. “We also ensure that each response is personalized and has an action we will take to rectify any issues mentioned.”

Companies and brands need service infrastructure in place to handle real-time comments, complaints and requests for help. In the recent past, this has become a core part of what any business does. “Integrating social customer care within the call center environment is a beneficial strategy,” Smith says. “This helps to ensure that all complaints or requests are handled in the same voice, with the same level of service and accountability.”

IN DEPTH

IN DEPTH

Tom Nelson, president and COO of Orange Lake Holdings, the owner and operator of Holiday Inn Club Vacations and newly acquired Silverleaf Resorts, reflects on a career of growth and an industry that is getting smarter and stronger.

BY SU NSHIN E FLINT PHOTOG R APHY BY B ETSY HANSE N

RCI VENTURES 25

IN DEPTH

LONG AFTER his days as a student were behind

him, Tom Nelson found himself going back to school. And it turned out to be the best thing he could have done for himself, his team and his career. In 2012 he attended the Executive Program at the Stanford Graduate School of Business, in California. This reenergized and inspired him before he took up his new role, as president of Holiday Inn Club Vacations, in 2013. “Being in a class of 160 future lead­ ers from around the world inspired me to climb the learning curve once again,” Nelson says. “The program rekindled my strategic senses and passion for developing a winning strategy and cultivating the right culture in our people to bring that goal to life.”

That learning curve had started nearly 10 years earlier, in 2003, when Nelson joined the company as chief financial officer after a diverse career in various leadership roles at Arthur Andersen, Stanford Research Institute and Edify Corporation. “I chuckle a bit when I think about my entry

Companies with strong brand standards can set clear expectations for owners and guests about the experiences they should expect. I believe this trend will continue.

—TOM NELSON, president and COO of Orange Lake Holdings

into this industry,” Nelson recalls. “Quite frankly, I knew nothing about it. But now I see it for the blessing it was. I wasn’t influenced much by people saying this or that ‘won’t work.’ I simply applied strong business and financial prin­ ciples to everything I did and went from there.”

After thriving as a partner at Arthur Andersen, Nelson was given the opportunity to develop a strategy consulting practice. He eventually joined Stanford Research Institute, which helped incubate many Silicon Valley technologies.

“I had a number of mentors in my early years who instilled a strong set of values in me,” he says. “They also impressed upon me the need to develop great people and help them flourish. Only in this way will you achieve the success you are looking for.”

Eventually, a friend and former colleague persuaded Nelson to visit Orange Lake Resorts. An offer came with the promise of flying less for work, enjoying a slower pace of life at a single resort company and spending more time with his wife and five children. “The prior 15 years on the road were very hard,” Nelson says. “So this opportunity was very

26 Q2 2016

enticing. When you add the reputation of Spence Wilson and his family ownership, however, it was icing on the cake.

I jumped at the chance to work with him.” Wilson is the chairman of Orange Lake Holdings, founded by his father, Kemmons Wilson, who also founded Holiday Inn. Nelson credits his powerful partnership with CEO Don Harrill as a catalyst for success at the company. In 12 years he has seen it grow from one to 26 resorts, 7,200 villas and more than 320,000 timeshare owners. His formative years in Silicon Valley helped inform his management style—what he calls “West Coast offense”—which you’ll find in full force at the company. “I saw the power of investing in and building great people and a real community in the workplace,” he explains. “Although I’m a finance guy at heart and have con­ servative principles, I also have a fairly emotional style when it comes to our people. It’s much easier to focus an inspired team to innovate and deliver exceptional results.”

He recalls one of his proudest moments with a critical technology project he coined “The Big Bang.” “Back in 2006, we put 60 of our best technology and business people in a room for four months and changed every technology in the company,” Nelson says. “Our business, whose growth was constrained by the limited capabilities of its technology, was now free to innovate. And innovate we did, launching a new club and adding resorts. I’ve never seen a team accomplish something this big, complicated and meaningful in such a short period of time.”

One of the biggest strategic moments for the company came in 2008 with the marketing alliance with Inter­ Continental Hotels Group (IHG), present owners of Holiday Inn. Together they created the Holiday Inn Club Vacations timeshare brand, which is exclusively licensed and operated by Orange Lake Resorts. “It was a story too good to believe,” he says. “It provided us with a marketing and growth engine that will keep us going as one of the fastest-growing companies in our industry. It was finalized just before the economic crisis of 2008 and gave us great wind in our sails.”

The deal helped produce double-digit growth for the company in 2009 and every year since. It also put it in a great position to purchase Silverleaf Resorts, in 2015, a vacation ownership company with 13 properties and about 120,000 members. “It was one of the largest acquisitions in the industry and the biggest initiative our company has ever undertaken,” Nelson says.

Buying Silverleaf enabled Holiday Inn Club Vacations to expand into the middle of the country, from Chicago to Texas, and provided new and desirable vacation destinations to areas that are home to a large number of IHG Rewards Club members. “When you overlay the Holiday Inn Club Vacations network on top of Silverleaf’s, there’s very little overlap,” Nelson explains. “This expansion not only pro­ vides more flexibility and resort options to our members, it also accelerates our growth and scale as we migrate west.”

We are relentless in our pursuit of creating memorable vacations.

—TOM NELSON, president and COO of Orange Lake Holdings

IN DEPTH

Continuing to expand the reach of Holiday Inn Club Vacations across the United States and potentially into international markets is a key initiative under Nelson’s watch. “Our goal is to continue to expand our resort network and brand awareness farther into the western U.S. while strengthening other regions, where we have smaller footprints,” he says. “We’ll do this by adding key destination resorts as well as strong regional properties closer to our members to encourage product utilization. This began with our resort in Las Vegas a few years ago and most recently with our newest resort, in Scottsdale, Arizona.”

Providing memorable vacation experiences for its club members and owners through a growing number of product options is a top priority, but so is investing in good relation­ ship management for existing resorts. “Developers and management companies must always stay engaged with resort HOAs,” Nelson says. “Owners have to feel both sides have a stake in keeping a resort active, vibrant and attractive for years to come.” He counts the continued consolidation of the industry toward larger hospitality brands as a great positive, one that provides a high level of quality and expec­ tations—just how Holiday Inn Club Vacations is marketed and sold. “The great inconsistencies in how timeshare has been historically marketed and serviced have not been helpful to the public perception of the industry,” he says.

“That is changing, which I believe is due to the growth of big hospitality brands in the industry. Companies with strong

brand standards can set clear expectations for owners and guests about the experiences they should expect. I believe this trend will continue.”

Across the U.S., timeshare sales have increased 25 percent since 2010. But the future challenges Nelson sees are demo­ graphic ones, as millennials supplant baby boomers and Gen­eration X’ers, who previously fueled much of this growth.

“These new consumers value product flexibility and diverse experiences, plus are redefining the concept of family,” Nelson says. “The industry needs to adapt with more creative financ­ ing options, ownership packages and ‘lease before you buy’ options that accommodate their lifestyles and incomes.” This cohort demands more up-front knowledge and transparency from vacation clubs and timeshare companies, and ways of marketing to them will need to adjust. “Recognizable brands are important, but so is clarity in the product and the value it represents,” Nelson says. “When a developer can match these with a strong reputation and quality ratings in the social space, your product will appeal to the younger generation.”

Nelson credits Harrill, the Wilson family and a highly capable and motivated team for its amazing 10-year run: “We have great people, a strong financial position and the benefit of working with one of the world’s largest hotel loyalty programs.

With strategic assets like these, there is no doubt our best years are ahead of us.”

orangelake.com, silverleafresorts.com RCI VENTURES 27

H N N I G

BLU SKES BUT

IN DEV ELOPMENT

O T I

Major capital investments and infrastructure improvements mean a very sunny forecast for the Cayman Islands.

BY SU NSHIN E FLINT

Sailing in the Cayman Islands.

28 Q2 2016

E

IN DEV ELOPMENT

RCI VENTURES 29

AYMAN C IS A

LN S THE

D

IN DEV ELOPMENT

has a gold-plated reputation, but a number of new improvements and capital investments that will buff up the shine on this Caribbean paradise are in the works.

On Grand Cayman, the main airport is under redevelopment, the most congested roads are being widened to ease traffic concerns, and the revitalization of downtown George Town has been proposed. These improvements may help add to the rise in arrivals—the number of visitors increased 11 percent between 2013 and 2014, and 2015 saw the highest recorded number of air arrivals and the best year for cruise arrivals since 2007, according to the department of tourism.

This small Caribbean nation is made up of three islands: Grand Cayman, Cayman Brac and Little Cayman.

The Cayman Islands is an offshore financial and banking center (around 80 percent of the world’s hedge funds are registered here), and the government takes tourism and preserving the islands’ natural beauty and rich marine life just as seriously. Tourism has been growing steadily here for the past 30 years, but with the creation of the National Trust, in 1987, the Cayman Islands made preserving its historic and cultural heritage, as well as protecting the

native flora and fauna, a priority. From safeguarding the endangered blue iguanas to conserving the fragile coral reefs that surround the islands, the government and hospitality industry, investors and developers are committed to ecotourism. “This is a friendly country that has focused investment on the tourism industry,” says Eugenio Macouzet, managing director, Caribbean, of RCI business development. “All stakeholders are interested in growth; however, they are very conscious that growth has to be planned and controlled to avoid affecting the ecosystems and the beauty of the islands.”

RCI’s first affiliation in the Cayman Islands was in the mid-1980s, and there are currently five RCI® affiliated resorts in the country. For the vacation ownership industry, the Cayman Islands’ product has remained fairly unchanged through the years, with some fixed and some floating formats. The people purchasing timeshares here have a love for the islands and for global travel in general.

“The biggest change has been the continuous increase in the quality of accommodations and service, and lately the presence of global brands entering the market,” Macouzet says. “In the short term, I see it remaining a traditional European plan destination for more-affluent tourism.” Currently, vacation ownership operations consistently have the highest occupancy rates on the islands, according to Macouzet.

Capital improvements The Cayman Islands is seeing a rise in visitors every year, and investment in infrastructure is growing to serve them better. In March of last year, a $55 million expansion project was begun at Owen Roberts International Airport (ORIA), which serves Grand Cayman in the capital, George Town. The airport will more than double in size, from 77,000 square feet to 207,000 square feet, and add retail and restaurants, larger lounges and customs areas, and additional gates. Overall, the airport will be able to accommodate close to 2.5 million passengers by

30 Q2 2016

All stakeholders are interested in growth; however, they are very conscious that growth has to be planned and controlled to avoid affecting the ecosystems and the beauty of the islands.

—EUGENIO MACOUZET, managing director, Caribbean, of RCI business development

IN DEV ELOPMENT

The Cayman Islands’ rich marine life is a major draw for visitors. Opposite: An aerial view of Grand Cayman.

RCI VENTURES 31

IN DEV ELOPMENT

A night out in Camana Bay, on Grand Cayman.

Above: Strolling along Seven Mile Beach, on Grand Cayman’s west shore.

completion, in 2018. In addition, the runway will be expanded, first with a 900-foot extension of the current 7,000-foot runway, which will allow 777 model-number aircraft to land there. “This will allow us to accommodate more travelers on an annual basis, and along with increased tourism, room stock will underpin the business-development support for new airlift,” says Rosa Harris, director of tourism for the Cayman Islands. “This positions the Cayman Islands to attract additional airlift from existing and new carriers.”

In addition to the airport redevelopment, key roads into and out of George Town have been widened with the addition of traffic lanes and turning lanes in order to ease congestion, part of the government’s $27 million scheme to improve traffic around the metro area. This will also give a boost to the government’s proposed revitalization of downtown George Town.

Timeshares and vacation ownership provide a stable and long-term benefit to Cayman Islands’ tourism industry.

—ROSA HARRIS, director of tourism for the Cayman Islands

Tourism continues to increase year over year, and projects like these will attract more visitors. “The Cayman Islands continues to invest in infrastructure, with important projects, like airport improvements, roads, lifestyle projects, international PR campaigns and security,” Macouzet says.

“Because of these factors, many major developments have been announced.” As of January the total room stock for all three islands is 5,449 rooms, according to the department of tourism, but several new hotels with residential units are coming online, including the Kimpton Seafire Resort & Spa, which will open in November. Arnold Palmer is developing a PGA championship course and resort called Ironwood Cayman, set to open in 2018.

Resorts are ready Properties like Wyndham Reef Resort and Coral Sands Resort are continually renovating and improving their guest rooms, public areas and overall service. The management of Coral Sands Resort was awarded to Defender Resorts in 2007, and each year the company completes a new project, like adding walk-in showers to all the bathrooms and French doors to the patios. A new floating dock allows guests to swim out into the water for a snorkeling jaunt without

32 Q2 2016

PHOTOS, OPENER: ISTOCKPHOTO; SECOND SPREAD: ISTOCKPHOTO; LAWSON WOOD; THIRD SPREAD: WHITNEY LAWSON

Framed for the future As tourism numbers continue to rise, RCI is working to promote and develop the vacation ownership industry in the Cayman Islands in two main ways. RCI supports and attends many regional conferences, working closely with developers and investors, and it promotes the Cayman Islands inventory within the RCI exchange network.

In February 2016, RCI cosponsored the Legends Tennis event, which immediately followed the Cayman Alternative Investment Summit, at the 500-acre Camana Bay development, on Grand Cayman’s Seven Mile Beach. A model of new urbanism, it has walkable residential neighborhoods, a town center, schools, offices and a marina.

Vacation ownership in the Cayman Islands is a loyalty product that has very good repeat tourism, which Macouzet expects to continue into the future. “The owners of tomorrow will continue to be people who want a luxurious beach house without the headaches of full-time ownership, and people who love to travel and experience secluded Caribbean beaches,” Macouzet says. “I believe future buyers will be diverse and that there is room for growth in both the luxury sector, with formats appealing to affluent consumers, and in the traditional vacation ownership segment. I can see potential for RCI and for The Registry Collection®, the leading luxury exchange program.” While there has been a boom in investment, Macouzet sees room to expand in residential, retirement communities and medical tourism, possibly increasing the number of RCI affiliates. “I foresee growth being a niche play, rather than massive volume.”

Resort Report Q&A with Harry Lynch, general manager of Coral Sands Resort What about your location makes it special for owners and visitors?

We are located where the infamous Seven Mile Beach and George Town meet, so guests don’t have to rent a car to enjoy the island.

Where are your guests from?

Most are from the East Coast, but others come from all over the world.

Where do you expect to see growth in membership sales over the next few years?

Our members have the ability to add adult children, which continues the tradition of families that call Coral Sands their vacation home.

What is the top priority for positioning your resort for expansion and growth?

We are a small resort, with little room for expansion. Members and exchangers return time and again for our commitment to making every person feel at home. Our priority is to maintain that reputation.

Q&A with Gaetan Babin, resort director of Wyndham Reef Resort What about your location makes it special for owners and visitors?

The East End, or “island side,” of Grand Cayman has serene, quiet beaches where you feel like you’re on your very own island.

Where are your guests from?

Ninety percent are from the United States and the majority of those, from the East Coast—we get a lot from Florida, as it’s only just over an hour’s flight. Texas and Arizona are big, and we are seeing more visitors from the Seattle area, Denver and farther afield based on airlift.

Where do you expect to see growth in membership sales over the next few years?

As a branded Wyndham property, we are seeing more comfort in joining a well-established resort versus an unknown name brand. We remain fairly constant in our VPG, but in the last quarter of 2015 we have seen significant increase. We attribute this to our property improvements and economic development in the Cayman Islands.

What is the top priority for positioning your resort for expansion and growth?

We are the only optional all-inclusive property in the Cayman Islands.

Our number one focus is to offer superior guest experiences, and a very high percentage of our members choose to return every year. Our point system maximizes utilization values for those members who want high exchange benefits for owning a beachfront villa in the Caribbean.

RCI VENTURES 33

IN DEV ELOPMENT

injuring any marine life. Overall, the unique resort is small and intimate. “Many of the exchangers we host become new members because of the personal service we provide,” says Harry Lynch, general manager of Coral Sands Resort.

At Wyndham Reef Resort, renovations started just over a year ago, tripling the size of the lobby and redecorating all the villas and outdoor furniture and sitting areas.

“We are the only property that can claim that all our villas are on the waterfront with uninterrupted views of the beach and the sea,” says Gaetan Babin, resort director.

There are a limited number of vacation ownership resorts overall in the Cayman Islands, which makes their location highly desirable, and many members return year after year.

“Timeshares and vacation ownership provide a stable and long-term benefit to the Cayman Islands’ tourism industry,” Harris says. “The commitment through these fractional-ownership models supports sustained visitation and increased brand awareness.”

The government is also committed to timeshares and ownership, with a draft timeshare bill that seeks to create a defined framework for the sector. It is currently being reviewed by local stakeholders and ARDA-ROC.

TECHNOLOGY

Payment Unplugged Mobile bookings take off as travelers become more secure in making transactions over wireless networks and through integrated platforms.

BY SU NSHIN E FLINT

AS PEOPLE SPEND MORE TIME ON

INNOVATION

their smartphones and tablets—it will be up to three hours and 18 minutes a day by 2017, according to Skift’s The State of Mobile Booking 2016—mobile commerce and mobile travel bookings are also on the rise, a trend that will only increase as consumers’ confidence in mobile transactions grows. Roughly 75 percent of U.S. travelers have smartphones, and resorts and hotels are seeing an increase in bookings via mobile web and apps across the industry.

In 2014, mobile travel bookings were $96 billion, or 12.5 percent of worldwide bookings, according to

The Art of Mobile Bookings Three tips for engaging users: 1. Make it free. You can provide content just for owners or members, but allow everyone to access a version of your app to help convert prospects.

2. Inspire users. The Endless Vacation® magazine app—a valuable benefit of the RCI® subscribing membership—helps get readers excited about a destination with rich multimedia content, including EV Video Tours and 360-degree EV-PADORAMIC® views.

3. Make booking easy. Create a one-stop shop for users. For example, the RCI® app includes the RCI® Digital Directory of Affiliated Resorts so owners can book without leaving the app.

34 Q2 2016

Euromonitor International. And those numbers are predicted to grow to $260 billion by 2019, with hospitality and lodging companies expected to account for $50 billion of that. While the majority of online travel and hospitality bookings are still made on desktop and laptop computers, consumers are becoming more at ease with the technology of researching a trip and more trusting of transactions over mobile networks. “People are becoming more comfortable because of the improved security and the convenience of it,” says Leon Wallach, RCI’s senior director of global e-commerce and member insights.

Targeted appeal Young, affluent and frequent travelers are the most likely to book their trips on a mobile device. The Skift study Travel Habits of Millennials 2015 found that 29 percent of 25- to 34-year-olds had used a mobile app or site to book a hotel, a flight or a rental car in the past year, more than younger millennials, Gen X’ers or baby boomers. And according to the data cited in The State of Mobile Booking 2016, 52 percent of luxury travelers are more likely to use their smartphones to book a trip than the 29 percent of all travelers who will use mobile booking. Additionally, U.S. fliers who used their phones to book with an airline are 47 percent more likely than all other U.S. leisure travelers to have been on three or more trips. Hospitality and resort companies who want to ride the wave of rising

mobile bookings need to appeal to this cohort, while also welcoming all other prospective consumers. Additionally, in emerging and foreign markets, where mobile devices are the primary or only Internet connection, mobile bookings are correspondingly high.

Simple and sophisticated One of the most important ways to make mobile booking appeal to consumers is to provide seamless, simple and secure ways to pay for a transaction. Integrating a brand app with mobile payment platforms, such as Apple Pay®* and the Google Wallet™** payment service, as well as other services, such as PayPal and MasterCard PayPass, means customers don’t have to laboriously enter their credit card information into a small device and there’s a level of security and trust. “It should be simple, intuitive and an effortless experience,” Wallach says. “Consumers want to know that the transaction has gone through successfully, and they want the assur¬nce that it’s a secure transaction.”

While a hotel’s app must be beautifully simple and intuitive on the booking-process side, with easy-toselect buttons and drop downs, it must also offer added value to the user with relevant content that is applicable to them. “If they research booking a ski or snowboarding trip, the app should provide rich content about snowboarding that is valuable to the traveler and keeps them engaged,” Wallach says. “The more time they spend, the more likely they are to buy.” But having an app is *Apple Pay is a registered trademark of Apple Inc. **Google Wallet is a trademark of Google.

not the same as having a good app.

If brands don’t have a good app, then it’s almost better not to have one, according to Wallach; or they had better fix it. In the end, businesses need to have both an app and a mobile website to cover all travelers’ behaviors.

Leisure travelers are more likely to use a web browser when booking on their smartphones, while business travelers are more likely to use a mobile app, and frequent business travelers often combine work trips with leisure travel.

Last-minute leaps Another element driving mobile bookings is travelers looking for last-minute trips and deals. “Hotel companies are seeing call volume go down as conversion goes up on smartphones,” Wallach says. “You see the rise of apps like Hotel Tonight, and that’s all based on lastminute deals.” Travelers are researching not only portions of their trip but a night’s hotel on their way down to Walt Disney World® Resort, or if they just need to find a hotel while on the road. This is where online travel agents (OTAs), such as Expedia and Priceline, excel and are generating the most sales in worldwide mobile travel bookings.

“Resorts need to have a presence on the OTAs so consumers can see you when they are looking for deals and then come over to your site and check rates,” Wallach says. “It’s a partnership, but from a business standpoint you want the customer to book direct.” Getting someone to download and install an app is a first step, but the value proposition is in the app’s features and their benefits to the user.

Consumers have some interest or loyalty to the brand if they’ve gone as far as downloading the brand app, so push notifications, sales alerts, integrated loyalty programs and all content must be of meaning to them. “A feature like geolocation can be helpful. For example, if someone is in Vermont and they are within 50 miles of Killington, they get a killer offer,” Wallach says. “The app knows they’re into winter sports, because the app owner has somehow indicated that he or she is interested in winter sports.”

A lodging or hospitality app is also key to the next frontier of mobile bookings: in-resort purchases and inapp purchases. “I see growth and more, smaller transactions on-property through mobile,” Wallach says. Instead of taking their credit card out at the dive shop, a guest can just reserve and pay for a scuba lesson using their phone, or a guest can book and pay for a spa appointment through the resort’s loyalty program on their tablet. Not only will guests be able to check in and have peer-to-peer contact, but new interactions and lucrative touch points will be created while they are on-property.

ILLUSTRATION: ISTOCKPHOTO

INNOVATION

RCI VENTURES 35

IN DUSTRY SOLUTIONS

A Maximized Member Experience

INNOVATION

The newly enhanced RCI Platinum® membership is designed to take your owners’ vacation experiences to a whole new level.

Launched in 2010, RCI Platinum® membership is available to RCI® subscribing members and offers priority privileges, exclusive sales and savings—plus numerous upgrades and extras designed to help members get the most value from their travel and vacation experiences. So last year, when RCI set about making enhancements to RCI Platinum membership, changes were evaluated to address member feedback.

The result is a transformed product that delivers even greater travel benefits and helps RCI Platinum members better enjoy these benefits throughout their entire vacation experience.

The advantages of RCI Platinum membership to sales teams at RCI affiliated resorts are twofold: First, it’s a powerful closing tool, with strong value-added benefits at the point of sale that can help increase conversion rates. In fact, participating affiliates support that RCI Platinum membership helps improve results, especially when leveraged as a first-day incentive. Second, RCI Platinum membership’s breadth of features, benefits, exclusive offers and flexibility exceeds those of competitors with similar products, providing a strong competitive advantage.

“Every member of TLC Resorts receives the benefits of the RCI Platinum product,” says Stan Mullis, owner of TLC Resorts.

“We believe this affords them the most flexibility when they utilize their membership. Flexibility equals happy members.”

The enhancements to RCI Platinum membership went into effect last November, and the new key features fall into three main categories: Priority Privileges, Exclusive Sales & Savings and Upgrades & Extras (see overview at right). When members upgrade to the RCI Platinum membership tier, they receive premiere access to certain member benefits; save money on an array of select merchandise, travel products and services; and save time when searching for their ideal vacation.

R C I P L AT I N U M M E M B E R S H I P AT A G L A N C E * Priority Privileges • Priority Answer: RCI Platinum members who call a toll-free number get quicker access to knowledgeable guides.

• Platinum Previews: RCI Platinum members have first access to Extra VacationsSM getaways sales, allowing them to see (and book) Extra Vacations getaways sales one day earlier than standard RCI members.

• Priority Access: RCI Platinum members get exclusive access to exchange vacations at select hotels and resorts before they’re made available to standard RCI members for exchange.

Exclusive Sales & Savings • 1 0% Discount on Extra Vacations getaways and Last CallSM Vacations: Even those already on sale.1 • Free Ongoing Search: RCI will search 24/7 for a vacation match, and RCI Platinum members won’t be charged an exchange fee until the match is confirmed.

• Free Points Transfers: RCI Platinum members transferring Points to other RCI Points® members no longer pay a Points transfer fee.

• Savings Dollars**: RCI subscribing members get 300 Savings Dollars just for upgrading to RCI Platinum membership, then earn Savings Dollars on many RCI transactions they already make (like renewing their RCI memberships). Savings Dollars can then be redeemed as a form of partial payment toward the purchase of select products and services, including hotel stays, home electronics, fashion, jewelry, sporting goods, dining certificates and more.

• F ree On-Hold Vacations: For an RCI Platinum member who isn’t quite ready to book, RCI will hold the vacation without a fee while the member irons out those last-minute details.

• Platinum Cruise Exchange*: RCI Platinum members still save an extra $25 USD per cabin toward the purchase of select cruises (and can enjoy this benefit on an unlimited number of cabins when they exchange a qualified Deposit or applicable points).

• RCI Platinum® Tours and Packages: RCI offers exotic vacations such as a trip to the Galapagos Islands or a safari on the African Savannah, as well as trips to select golf, ski and spa destinations in the U.S. Plus, RCI Platinum members save an extra

*Please see www.cruiserci.com/terms for Platinum Cruise Exchange and RCI Platinum Tours and Packages terms and conditions. For RCI Platinum membership terms and conditions, see www.rci.com/platinumrules

ICE Seller of Travel Information: California Seller of Travel SOT #2066521-50. Fla. Seller of Travel Reg. No. ST-29452. Washington UBI #602 443 155 001 0001. Hawaii Travel Agent TAR#5192.

**The issuance, redemption and fulfillment of Savings Dollars, Platinum Cruise Exchange, and RCI Platinum Tours and Packages are administered by International Cruise and Excursion Gallery, Inc. under contract with RCI. RCI disclaims all responsibility in connection with the issuance, redemption, or fulfillment of Savings Dollars or third party travel services.

Nevada Seller of Travel Registration No. 2002-0793.

1

The 10% discount does not apply to RCI Platinum member exclusive vacation offers.

Certain benefits offered through the RCI Platinum membership are provided by third parties, some of which may be initially or only available in the United States. RCI does not make any representations regarding any of the products or services provided by third parties and RCI does not warrant the suitability or security of such benefits or the providers of such benefits. Information about such benefits is based on information obtained from the applicable providers. RCI is not responsible for, and shall have no liability for any inaccurate, incomplete or misleading information regarding products or services that are not provided directly by RCI. Additional terms, conditions and restrictions may apply to any such benefit, as determined solely by the applicable provider, and are subject to change at the sole discretion of the provider.

2

Exchange: CST: 2046555-50. Fla. Seller of Travel Reg. No. ST-26552.

Washington Seller of Travel Reg. No. 602357907. Rental: CST: 2081369-50. Fla. Seller of Travel

Reg. No. ST-36515. Nevada Seller of Travel Registration No. 20060006. Washington Seller of Travel Reg. No. 602560941. Registration as a seller of travel does

not constitute approval by the State of California.

Rental offer and Rental Inventory is made available by Resort Rental, LLC (operating as Holiday Rentals, LLC in MD and TX), an Indiana-licensed limited liability company, whose managing broker is Donald J. Killingback.

RCI and related marks are registered trademarks and/or service marks in the United States and internationally. All rights reserved.

ATTERN w/ RCI MIDNIGNT OVERLAY (80% opacity) These vacations are limited. Destinations and travel times are subject to availability and confirmed on a first come, first served basis. Offer includes only accommodations and specifically excludes travel costs and other expenses that may be incurred. Taxes, additional fees and charges may apply. Allinclusive resorts may charge a mandatory all-inclusive fee. Promotional discounts and offers may not apply to all properties. Other restrictions may apply. Offer void where prohibited by law.

36 Q2 2016

9998 North Michigan Road, Carmel IN 46032 ©2016 RCI, LLC. All rights reserved.

IN DUSTRY SOLUTIONS

Virtual Value New updates of the RCI® LiveStreamSM virtual video platform help make it easier than ever for sales teams at RCI® affiliated resorts to engage owners and prospects around the world.

$25 USD per couple toward the purchase of select tours when they exchange a qualified Deposit or applicable Points.

• City Attractions2: With a 20 percent discount on the GO Card and Explorer Pass, RCI Platinum® members enjoy up to 55 percent off popular attractions.

Upgrades & Extras • Complimentary Upgrades & Changes: RCI Platinum members can request a unit upgrade or a resort change when they book a trip. For a resort change, RCI Platinum members can specify up to five resorts where they would prefer to stay in their destination city. Within two weeks of check-in, if one of the specified resorts or a bigger unit at the confirmed resort becomes available, RCI will change the reservation and notify the member.

PHOTO: COURTESY RCI

• Points Extension: RCI Platinum members who are RCI Points® members can now extend their unused Points longer than standard RCI Points members. While extended Points expire at the end of a third year for standard RCI members, RCI Platinum members will enjoy a fourth year for the same extension fee.

Leverage RCI Platinum® membership at the sales table today—learn more at RCIAffiliates.com or contact your Account Executive.

and operations. “We’re pleased to announce a number of exciting enhancements to this sales tool for the digital era.”

With RCI LiveStream’s new features, representatives can: • Bring in two sales agents at a time so specialists can provide further information on a call as needed.

• Add a contract for signature and incorporate the same affiliate worksheets used at the sales table.

• Invite up to four or more guests to view a presentation.

• Take advantage of improved reporting functionality.

• Add multiple “Point Packages” or “Product Options” to offer different tiers of ownership to guests while a streaming session is in progress.

• Share notes and figures on an interactive notepad with potential owners simply by typing in the provided space.

• Reload a guest’s page in the rare case that connectivity is lost or bandwidth is compromised.

RCI VENTURES 37

INNOVATION

• RCI® Points Partner Program: RCI Platinum members who are RCI Points members can use more of his or her Points when booking travel—50 percent of their annual Points allotment, rather than 33 percent for standard RCI members.

RCI’s continued commitment to providing frontline technology solutions for RCI® affiliated resorts and their owners and prospects has led to innovative updates of RCI® LiveStreamSM. With this cuttingedge online video program, representatives can reach prospects at home while still using all the tools brought out at the sales center.

RCI LiveStream can also help keep existing owners engaged by allowing agents to answer questions, sell additional products year-round and manage various member-service functions. “RCI LiveStream is the perfect tool to help us provide the highest level of customer service to our members,” says Stan Mullis, owner of TLC Resorts. “It’s also a great platform for us to communicate opportunities for membership upgrades.”

Here’s how it works: A fully equipped online video and audio platform allows resort representaTO L E A R N MORE tives to talk to prospects and owners anytime, anywhere. Intelligent pitch about RCI LiveStream, prompts show scripted responses please contact based on the discussion topic, while your Account timing reminders ensure that the conExecutive. versation stays on track. Screen-share functionality makes it a snap to show prospects RCI.com and RCI affiliated resort websites. Agents can also combine the webcam functionality with a video presentation or onscreen graphics to further personalize the experience for prospects.

“RCI LiveStream provides representatives with the latest sales technologies while maintaining the face-to-face interaction crucial for developing long-term relationships with owners and prospects,” says Fiona Downing, RCI’s senior vice president of business development

PA L AC E O F T H E G O L D E N H O R S E S

An Enchanting Escape A cornerstone of Mines Wellness City, Malaysia’s premier health and tourism destination, Palace of the Golden Horses ensures that guests receive the royal treatment.

INSIGHT

BY J E SSE N O ’ B RIE N

36 8 Q2 2016

IN 1887 A CHINESE IMMIGRANT NAMED

Ricky Yip CEO Palace Vacation Club

Tan Sri Datuk Seri Paduka Lee Kim Yew Founder Country Heights

RCI VENTURES 39

INSIGHT

The lobby of Palace of the Golden Horses.

Chan Wing came to Malaysia to seek his fortune. Chan discovered a tin ore in an abandoned site and turned the seemingly barren land into the largest opencast tin mine in the world. As the decades passed, the ore ran out and a global recession hit Malaysia. Rainwater filled the hole in the ground left by the mine. But once again the deserted property proved to be an opportunity: The rainwater created two vast lakes, and an elite resort community was born around them.

Mines Wellness City opened on the site of Chan’s former mine in 1990 and hasn’t stopped expanding since. Located just 15 minutes from the heart of Kuala Lumpur, the integrated wellness community aims to become Malaysia’s premier health and tourism landmark. And Palace of the Golden Horses is a central component in achieving that goal. Owners at Palace Vacation Club are treated to a level of exceptional luxury usually reserved for world leaders, ensuring that they return again and again.

“This enchanting palatial property is in a class of its own,” Ricky Yip, CEO of Palace Vacation Club, says. “It’s an ultimate venue for businessmen, golf enthusiasts and health-conscious guests. The resort was built specifically to become a preferred accommodation. Throughout the years Palace of the Golden Horses has had the privilege of hosting a substantial number of prominent dignitaries, sports stars and celebrities, including Nelson Mandela, Queen Elizabeth II, Jackie Chan and Tiger Woods.” (See A-List Guests, on page 41.)

The international community has also taken note of the resort’s attentive service and upscale offerings. Palace of the Golden Horses has received a number of accolades, including the RCI Gold Crown Resort® Award, Best MICE Facility and Service Hotel in 2008 and the Best Luxury Golf Resort title from the World Luxury Hotel Awards (2011–2014).

By 2020, Mines Wellness City is envisioned to be a $1.5 billion USD development playing a central role in tourism and becoming the foremost wellness destination in the country.

—RICKY YIP, CEO of Palace Vacation Club

Attraction Spotlight: Kuala Lumpur Palace of the Golden Horses is a 15-minute drive from Malaysia’s capital. Owners often come to check out Kuala Lumpur’s top sites, including:

INSIGHT

Petronas Towers: At 88 floors, these skyscrapers (shown above) are the tallest twin towers in the world.

Perdana Botanical Garden: Highlights include plants, rare fruit trees and a waterfall.

Batu Caves: A limestone hill with a series of caves and temples.

Islamic Arts Museum Malaysia: Home to some of the world’s best examples of Islamic decorative arts.

Bukit Bintang: A shopping and entertainment district.

38 4 0Q Q22 220 01166

Luxury for everyone Undoubtedly, much of Palace of the Golden Horses’ success stems from its unwavering commitment to providing guests with the best of everything. The resort’s distinctive Moorish-Malaysian architecture and lakeside position help give visitors a sense of luxury from the moment they first spot the property.

Once inside, owners and guests can choose from among 472 elegant guest rooms, including various suites designed for heads of state and host nations and other luminaries. Three restaurants, a café, a lounge, a business center, a pool, a fully equipped gym and a dedicated conference wing with two ballrooms and a 300-seat theater complete the package.

Owners can also play a round at the Mines Resort & Golf Club, exclusively for members. The Club includes a parkland-style course with tree-lined fairways that curve around a lake. “A masterpiece of environmental restoration and constructive reengi­­­­n­eering, the site was transformed from a land hostile to nature to a terrain brimming with flora and fauna,” Yip says. “Construction commenced in 1993, and the

course was left to mature for a year to maintain the highest standards. The golf club has since hosted top tournaments, such as the Men’s and Women’s World Cups of Golf and CIMB Classic.”

In keeping with its commitment to anticipate owners’ needs and provide a standout experience, Palace of the Golden Horses seeks to make its luxury offerings as accessible as possible.

Affiliation with RCI was a natural step in helping to meet that goal. “The availability of nearly 4,500 RCI® affiliated resorts worldwide, together with the flexibility and transparency of RCI exchange, has added great value for our owners and enabled them to explore the world affordably,” Yip says. Owners can also apply for a Mines Privileges Card. Cardholders receive discounts of up to 70 percent on accommodation, wellness serv­ices and other exclusive benefits.

Personal service Unlimited luxury may help attract owners, but it’s Palace of the Golden Horses’ personalized service that generates long-term loyalty. That service is apparent as soon as owners touch

LAOS

THAILAND

CAMBODIA VIETNAM

MALAYSIA

Kuala Lumpur Mines Wellness City

A- L I S T GUESTS An array of dignitaries and celebrities have visited Palace of the Golden Horses over the years, including:

SINGAPORE

INDONESIA

• Nelson Mandela, former president of South Africa

enjoy all-day dining at Carousel, where a number of cuisines are available so that guests can choose exactly what they want to eat. Similarly, Palace of the Golden Horses offers 15 different wedding packages, allowing guests to find the specific option that’s just right for their needs.

Beyond the palace Part of the appeal of Palace of the Golden Horses lies in what surrounds it: Mines Wellness City. In addition to Palace of the Golden Horses, the 1,000-acre health destination is home to Golden Horses Health Sanctuary, Philea Mines Wellness Hotel, Mines Shopping Mall, Mines Waterfront Business Park, Mines Resort & Golf Club, Mines International Exhibition & Convention Centre, Heritage Res­idences and Retail and Mines 567, a second mall. Owners can take in the city on a Mines Cruise around the lake.

Golden Horses Health Sanctuary, in particular, is the first of its kind: a preventive health center in a resort setting. Its ideology, “Prevention is always better than cure,” is carried out through a focus on promoting health

and addressing risk, as well as social and genetic factors related to preventive care, in a relaxing and conducive environment.

“By 2020, Mines Wellness City is envisioned to be a $1.5 billion USD development playing a central role in tourism and becoming the foremost wellness destination in the country,” Yip says. “Our latest tourism attraction is the Unity Asean Lantern & Music Show, a spectacular five-acre display of one million lightbulbs and a musical fountain.”

There’s more to come, including the Palace Residence Suites. The 19-story hotel-condominium is set to open in 2017 and will complement Palace of the Golden Horses by offering a range of luxury suites and penthouses next door to the resort. With so many attractions already available and other opportunities in the works, Palace of the Golden Horses is ideally poised to continue growing alongside Mines Wellness City.

•K ing Abdullah of Saudi Arabia •Q ueen Noor of Jordan • King Mohammed VI of Morocco • Jack Nicklaus, golfer •T iger Woods, golfer • J ackie Chan, martial artist and film star •M ichael Schumacher, racing driver • Alan Tam, singer

palaceofthegoldenhorses.com.my RCI VENTU RES 41

INSIGHT

PHOTOS: COURTESY PALACE OF THE GOLDEN HORSES; KUALA LUMPUR (ISTOCKPHOTO)

Palace of the Golden Horses at twilight. Above: The resort’s pool.

down in Kuala Lumpur. “We have our own lounge in Kuala Lumpur International Airport,” Yip says. “The exclusive lounge allows Palace Vacation Club owners to escape the hustle and bustle of the airport.”

The Palace Vacation Club runs a dedicated front office team, including an exclusive check-in counter for owners, to guarantee that all rooms are properly checked before they arrive and to attend to any guest needs.

Guests who want to receive a higher level of personal attention can opt to stay on the Dignitaries Club Floor.

There they can call on a butler, a concierge and a secretarial assistant to fulfill their needs. The floor also offers a business center and lounge.

Providing countless options helps further personalize an owner’s stay.

A variety of on-site restaurants, lounges and cafés cater to all tastes. The Kim Ma Restaurant, where celebrity chef Roy Wong dishes out Cantonese cuisine, has received the Best Inno­ vat­ive Chinese Restaurant Award (2008–09). Owners can also opt to dine on fresh sashimi and bento boxes at Kin No Uma Japanese Restaurant or

•Q ueen Elizabeth II of Great Britain

C A LY P S O C AY VAC AT I O N V I L L A S

A Taste of the Tropics

INSIGHT

This Caribbean-themed resort brings the best of a personal tropical-island getaway to the bustling, family-friendly vacation mecca of central Florida.

42 Q2 2016

The size of our resort ensures that the management team is always available and that our members can maintain one of the lowest HOA fees in the marketplace.

—STEPHEN W. BRADLEY, authorized member and managing director of Timescape Resorts, LLC

THERE’S CERTAINLY NO LACK OF LODGING OPTIONS FOR

vacationers seeking the famous Florida sunshine, but Calypso Cay Vacation Villas manages to distinguish itself by offering the best of two worlds in its central Florida location: a calming, quiet resort respite in Kissimmee that’s also minutes away from the area’s bustling theme parks. It’s a balance that Calypso Cay gets just right, and the property’s colorful tropical atmosphere immediately sets owners and guests at ease. “The goal of the development team was to provide guests with the colors, friendly environment and access to activities of an island in the Caribbean together with the safety of being home while also being close to the most amazing theme-park attractions in the world,” says Stephen W. Bradley, authorized member and managing director of Timescape Resorts, LLC. “The size of our resort ensures that the management team is always available and that our members can maintain one of the lowest HOA fees in the marketplace.” In conversation with RCI Ventures® magazine, Bradley spoke about what differentiates the guest experience at Calypso Cay, management’s goals for the year and why the resort recently affiliated with RCI. V: What can owners and guests expect during their visit?

RCI VENTURES 43

INSIGHT

Calypso Cay Vacation Villas opened its doors in Kissimmee, Florida, in 2001.

SB: The resort area provides guests with activities on-site while they take a break from the local theme parks. The resort contains four accessible pools: Two pools are more than 2,500 square feet and contain slides for the kids; another pool is secluded for quiet time; and the fourth is a splash pool area for smaller children to have fun in the water. Both of the larger pools have full food and liquor service, so guests can enjoy drinks, snacks or a meal and never have to leave.

If guests are looking for some entertainment, they can play the challenging 18-hole miniature golf course. Two workout facilities, open 24 hours, are available to guests, and an arcade room is available for children, too. If the guests want a little more exercise, they can use the outdoor basketball court, the sand volleyball court or the horseshoe pit. There is always a resort activity director available who

provides organized activities for the children while the rest of the family can enjoy the live Caribbean music and karaoke nights. Since the hotels are an integral part of the resort experience, there are customer service people available at three locations. Finally, a business center is open 24 hours.

All of these amenities are free to guests.

INSIGHT

V: The Calypso Cay property consists of villas and the Inn at Calypso Cay. Tell us about these offerings.

SB: If a member of Calypso Cay Vacation Villas wants to make a visit that does not require a full kitchen, they can stay at the Inn at Calypso Cay. There members can enjoy a free continental breakfast and maybe pack lighter. If our members wish to have a large family event, our threebedroom units can sleep 10 people privately, with lock-off capability and two complete kitchens. The difference in the accommodations provides flexibility to our members, but the amenities available to them are the same.

V: How does the Hidden Treasures Owner Referral program work for Calypso Cay members?

SB: The owner referral program has existed almost from the start. It is a very simple program for the members to participate in and acquire financial benefits: The member simply submits referral names, and their friends must qualify to take a presentation. Then the member receives a real financial reward, used to offset local resort charges or HOA fees.

44 Q2 2016

V: What does customer service mean at Calypso Cay? SB: Since we opened, in early 2001, the expectations of our guests and members have increased. This may be due to more activity on the Internet and the amplified power of the consumer to provide input regarding their visit to our resort. Every comment—good or bad—is important to us, and we take them all seriously. Guests who are delighted with their stays do not always post their comments on the Internet. We strive to make every guest happy, and while we know that may not always be possible, it is still our goal here, and it’s very important to the staff.

V: Tell us about Calypso Cay’s affiliation with RCI, in October 2015.

SB: The decision to affiliate with RCI was based first on the people we met during the process. We are in a very, very competitive market. The people at RCI recognized that, not just in understanding the pressure but also in providing programs and tools in many different areas, such as marketing, sales, member services, owner retention and increased transient revenue. Once we signed up, the service provided to us by RCI only increased, and it continues to benefit our members and the future of our resort. RCI also demonstrates an ability and openness to allow us to work with other vendors so that we can increase membership. Finally, RCI’s abilities and contributions with our data management have already been a game changer. We are more profitable

The Calypso Cay property has four pools available to owners and guests.

Opposite: Calypso Cay’s prime location, in Kissimmee, Florida, gives visitors easy access to a variety of family-friendly attractions and activities.

from having the knowledge and the systems to manage our member data.

All of these business items are magnified by the professional, patient and helpful people at RCI—every one of them.

V: We understand there’s a new activity park being built on the resort grounds. What will it include?

SB: The new Adventure Park will be available for a nominal charge to all resort guests. It will include a 200-foot zip-line ride, a real climbing wall, a four-seat bungee experience, an inflated rope slide and a fierce waterballoon battle station. The park will be available before July 2016 and promises to be another place for memories for children and adults right on-site at Calypso Cay. V: And there are plans for more new construction, right?

SB: The plan is to add an additional welcome center and sales center, more centrally located on the resort property, to help serve all the villa guests better. The building is in the design phase, and it will include extra villas as well.

SB: Our primary goal this year, with the incredible help from RCI, is to further educate our members about their resort and how they can use their ownership to get the most out of being a member of Calypso Cay Vacation Villas. We want our members to travel more and incur lower fees. The new website features provided by our relationship with RCI provide members with the ability to shop vacation travel deals and use their credits or points to the fullest capacity. We have effectively lowered reservation and exchange fees for members in order to get them to travel and enjoy their membership.

Sales and marketing for Calypso Cay Vacation Villas commenced in early 2001 under the management of developer Timescape Resorts, LLC. The company has exceeded $200 million in interval sales since its inception.

Attraction Spotlight: Central Florida Calypso Cay Vacation Villas is conveniently located in Kissimmee, Florida, and puts guests and owners minutes away from central Florida’s famous family attractions. The resort is just seven miles from major theme parks in nearby Orlando, including Walt Disney World® Resort, Universal Studios Florida® and SeaWorld Orlando, where visitors are sure to find fun activities and thrilling rides that appeal to all ages. Plus, the area is known for hot-air-balloon rides and airboating adventures across the headwaters of the Everglades.

“We provide free transportation to these theme parks plus two outlet store locations,” says Stephen W. Bradley, authorized member and managing director for Timescape Resorts, LLC. “Our members have more time to enjoy their time away from the resort.”

calypsocay.com RCI VENTURES 45

INSIGHT

PHOTOS: COURTESY CALYPSO CAY; ISTOCKPHOTO(4)

V: As Calypso Cay looks ahead, what goals are top of mind?

D I D YO U K N OW ?

INSIGHT

46 Q2 2016

DEFENDER RESORTS

Business of the Bespoke Defender Resorts has thoughtfully tailored management services to the unique needs of its resorts, building a rich legacy of quality and service for more than three decades.

BY K YLE VE R I L L U S T R AT I O N B Y F R A N C E S C O B O N G I O R N I

FROM INITIALLY MANAGING JUST FOUR PROPERTIES

Customize, customize, customize

Defender places value on customizing its approach in managing and improving its large and diverse family of resorts. With properties in various communities, Defender recognizes that a blanket approach could go

so far as to depreciate the value of a guest’s stay.

“Resorts are different, and their needs are different,” Ken McKelvey, chairman and CEO of Defender, says.

“The number one function of a property management company is to do everything in the best interest of the property owners.”

From there, Defender strives to achieve objectives established by the resort’s board of directors while simultaneously preserving—or, in fact, increasing—the value of the property. The company’s array of offerings is all-encompassing, including resort operations, owner services, human resources, information technology, resale and rental programs, and marketing. “Customizations occur as we ‘learn’ the resort, its board and its owners,” McKelvey says. “Every property is very different, starting with its formation and everything in between. There are no ‘cookie cutters,’ and that’s really the fun part of the business: learning the nuances of the resort and how we can help.”

Defender goes on to play an active role in the various communities in which its resorts are located. Doing so benefits the community and owners alike. “We are active members of the local business community through local

Ken McKelvey Chairman and CEO Defender Resorts, Inc.

INSIGHT

in Myrtle Beach, South Carolina, to now overseeing the operation of more than 25 resorts throughout the East Coast and the Caribbean, Defender Resorts has no intention of simply resting on its laurels. After more than 35 years in the vacation ownership industry, the management group continues to expand its reach, kicking off 2016 with two new additions to its portfolio: Topsider Resort, in the Florida Keys, and Saint Tropez, in Ocean City, Maryland. Of course, such a diverse portfolio requires a similarly diverse array of management tools; catering to the needs of owners and guests in Massachusetts’s Berkshire Mountains may require different solutions than doing so for a resort in Myrtle Beach. Defender’s approach is therefore strategic, emphasizing tailored resort customization, cutting-edge technology and customer service initiatives to help ensure that owners keep coming back.

RC I V ENT U R E S 47

chambers of commerce, active in community outreach organizations and especially concerned about the impact Defender Resorts that local authorities may have on our owners at various continues to expand its presence locations,” McKelvey says. in popular markets, With its fine-tuned approach to customization, managing Defender has as its end goal to ultimately draw in more 27 resorts and vacationers while ensuring that legacy owners are excited 29 associations in five domestic states to return to their home resorts each year. Just one look at and two Caribbean the testimonials page on Defender’s website makes it clear destinations: how pleased owners are. One particularly glowing endorsement, from an owner at Coral Sands Resort, in the Cayman •F lorida – 8 Islands, shows that Defender’s dedication to the details •S outh doesn’t go unnoticed: “I appreciate that management has Carolina – 8 • Maryland – 5 a long-range plan for capital improvements. The invest•N orth ments in new outdoor furniture and indoor amenities Carolina – 2 show a commitment to quality and endurance.”

• Massachusetts – 2 Owners aren’t the only ones reaping the benefits of • Sint Maarten – 1 Defender’s tailored management scheme. Lynne M. •C ayman Islands – 1 Kweder, former president of Turtle Reef Club, in Florida, recognizes all that Defender has accomplished for the resort on an operational level. “Our full-time resort manager is backed up by a team of experts in all aspects of managing a timeshare, and we frequently receive the personal attention of the top management of Defender Resorts, Inc.” FA R R E AC H

Tapping into technology

In keeping with its commitment to providing properties with the best possible tools for functioning, Defender stays up to date on the latest technological developments that can help improve resort operations. Recently, Defender

updated its property management system to Systems Products International, which allows resorts more efficient means to function, collect fees and advertise rentals. “This includes online tools that further enhance our ability to serve owners by allowing them direct access to their accounts, resort information and features 24/7,” McKelvey says. Without the SPI software, hotel staff would have to manually fix the inventory so guests wouldn’t have to be moved when an owner checks into their unit over a fixed period. “In addition, the software offers a great portal for owners to make their maintenance payments and increase the owner experience,” McKelvey says.

The vacation ownership industry’s market of prosperous legacy owners presents challenges as well as opportunities for resorts and their management. Defender prides itself on maintaining its base of legacy owners while gaining the business of new vacationers as well. “One of our best efforts has been to maximize our presence with online travel agents so that potential guests can find us, but then make them our customer with direct marketing energies to capture future bookings, customer service and keeping in touch through social media and other, various campaigns,” McKelvey says Defender and RCI, too, have a long-standing relationship that dates from the 1990s. Since then RCI has been able to work with the management group in overcoming marketing challenges and achieving shared goals. “The timeshare industry is tricky, because some of the public are well versed with it and some are not,” McKelvey says. “When they visit timeshare resorts, the people who like and see

Catering to Legacy Owners Defender Resorts continues to innovate on behalf of one of vacation ownership’s most reliable owner segments with these initiatives: INSIGHT

• Making payments easier with online and ACH monthly direct-draft options • Increasing value of ownership, with opportunities such as flextime, bonus days, travel incentives and enhanced exchange • Active resale availability at all resorts, so owners can routinely have assistance if they want to resell or add to their holdings • Various alternatives to long-term ownership and trail programs, so a consumer can be a part of the Defender Resorts family at their leisure and with their preferred time commitment

48 Q2 2016

Every property is very different. There are no ‘cookie cutters,’ and that’s really the fun part of the business: learning the nuances of the resort and how we can help.

—KEN McKELVEY, chairman and CEO of Defender Resorts

the benefit of timeshare are typically some of the best customers. RCI is a direct pipeline to this market.”

Customization and technology go a long way, but Defender knows that customer service is what owners and guests will always remember from their vacations. “Service is who we are and why we exist,” McKelvey says. “The vacation industry is about creating experiences and making sure guests don’t have just a vacation—but the one they deserve, which supports and confirms their expectations.”

To fulfill its dedication to customer service and to keep staff motivated and driven to provide exceptional service, Defender maintains continuous training, support and open communications. These practices have paid off, McKelvey says, as owners and guests have come to personally know resort staff, further driving home the importance Defender places on customized service: “Many of our staff have formed long-standing personal bonds with our owners, and they have become like the happy family that guests get to visit when they come on their vacation.” High praise indeed.

INSIGHT

PHOTOS: COURTESY DEFENDER RESORTS

Service they’ll remember

Defender works with a variety of resorts, including, from top: Beach House Golf & Racquet Club, in Myrtle Beach, South Carolina; Lehigh Resort Club, in Lehigh Acres, Florida; and Turtle Reef Club, in Jensen Beach, Florida.

Opposite: Caribbean Beach Club, in Fort Myers Beach, Florida.

defenderresorts.com RCI VENTURES 49

Poolside at River Island, in Orlando, Florida.

INSIGHT

S I G N AT U R E C O L L E C T I O N R E S E R V E AT R I V E R I S L A N D

The Signature Difference Holiday Inn Club Vacations offers a next-level luxury vacation product at its flagship property, in Orlando.

BY K YLE VE R

50 Q2 2016

John A. Sutherland II Executive vice president of sales and marketing Holiday Inn Club Vacations

The clear message was for a more aspirational, luxurious and high-end, service-focused experience and product.

—JOHN A. SUTHERLAND II, executive vice president of sales and marketing for Holiday Inn Club Vacations

HISTORY REPEATED ITSELF WHEN OWNERS AT THE

pool and 32 villas. Today, Orange Lake Resorts, which exclusively operates the Holiday Inn Club Vacations brand, represents a growing family of 16 premier destination resorts within a network of 320,000 owners.

Wilson’s legacy continues to grow, and Holiday Inn Club Vacations owners share his thirst for more. John A. Sutherland II, executive vice president of sales and marketing at Holiday Inn Club Vacations, says that as the number of owners at the resort grew, so did their ambitions for vacations. “The clear message was for a more aspirational, luxurious and high-end, service-focused experience and product.” From this message, the Signature Collection Reserve at River Island was born. In 2009, within the established amenities of the larger, sprawling resort and the surrounding Orlando metropolitan area, River Island opened its doors at the premier destination for vacation owners.

The Signature Collection portfolio defines a new standard for vacation ownership and luxury travel. “We

INSIGHT

prized Holiday Inn Club Vacations at Orange Lake Resort, in Orlando, Florida, sought more from their vacations. More than 60 years before, a working-class family man named Kemmons Wilson had hit the road with his wife and five children, looking forward to a relaxing vacation. Wilson was left disappointed with the available accommodations. But it was those cramped hotel rooms, lack of amenities and poor service that helped pave the way for Wilson’s legacy: On the outskirts of Memphis in 1952, Wilson opened the first Holiday Inn. Wilson, of course, didn’t stop there. After establishing one of the most recognizable hospitality brands in the world, he found himself on another family vacation, this time in Orlando. There he set his eyes on his next great venture, Orange Lake Resort. The resort opened in 1982 and revamped Wilson’s previous vision of vacation hospitality.

The deluxe timeshare resort boasted a 27-hole golf course,

RCI VENTURES 51

On Crane’s Bend, one of four golf courses at Orange Lake.

Right: Guests can kick back among the resort’s palm trees.

Tee Time Golf enthusiasts at Holiday Inn Club Vacations at Orange Lake Resort can expect the greenest of greens on designer courses.

THE LEGENDS AT ORANGE LAKE RESORT®

Experience Scottish-style golf on the front nine holes, with towering pines, oaks and trickling streams on the back.

18 holes, par 72 Total yardage: 7,072 Designer: Arnold Palmer THE RESERVE AT ORANGE LAKE RESORT

A lighted driving range is also available for nighttime use.

18 holes, par 71 Total yardage: 6,505 Designer: Mike Dasher

INSIGHT

CRANE’S BEND

The perfect course for every skill level pays tribute to Orange Lake Resort’s diverse wildlife.

9 holes, par 30 Total yardage: 1,901 Designer: Mike Dasher LEGENDS WALK

Play a quick and exciting nine holes on this unique walking course—the only full course in central Florida lighted for nighttime play.

9 holes, par 27 Total yardage: 1,581 Designer: Arnold Palmer

52 Q2 2016

launched Signature Collection Reserve at River Island to provide a high-end luxury vacation option for our members as their travel tastes evolved,” Sutherland says. The Signature Collection Reserve, along with all its elite owner perks, has even been welcomed to The Registry Collection® program, an exclusive vacation exchange network composed of about 200 top-tier properties. “The program provides another level of choice and exclusivity for owners—driving incremental sales, owner loyalty and product satisfaction,” Sutherland says.

River Island exudes the simple foundations of the Signature Collection: a next-level vacation experience for the entire family.

Signature service

When creating their product Sutherland and the team of leaders knew they had to redefine service and provide unparalleled benefits for owners. Guests are given not only the tools for a dream vacation in Orlando but can choose to have one “built” for them by River Island staff.

The Signature Collection Reserve difference is apparent as soon as owners arrive. A concierge greets them and offers VIP check-in to ensure maximum comfort and that vacation expectations are met. But planning for a guest’s stay begins even before check-in, when concierge staff is assigned to each River Island party.

The assigned concierge will contact guests 30 days before their arrival to discuss the upcoming visit and ask if any special arrangements are needed.

Those who take advantage of this pre-arrival service can have the peace of mind that comes from knowing that all their family’s needs will be accommodated on arrival—be they a specialty transportation service from the airport or even having a birthday party organized. “We’ve arranged children’s parties with superheroes and other talent, special decorations and food, custom meals and more for guests,” Sutherland says. “Our concierge staff’s top priority is to be an immediate resource for guests while building a personal relationship with them.”

The perks continue to integrate themselves into guests’ vacations.

Signature Collection Reserve accommodations take the form of one-, two- and three-bedroom luxury villas, and four-bedroom penthouse suites located on the top floors of River Island. The villas are grand, yet emit an intimate at-home style. An elegantly decorated dining area, granite kitchen countertops and comfortable Italian leather furnishings make each villa the perfect luxury home away from home.

Guests can start the day by taking in the gorgeous balcony views overlooking 12 acres of tropical scenery while enjoying espresso (a perk of fully equipped kitchens). Hydro-jet

spa tubs grace the bathrooms, which are accessorized with specially selected toiletries and plush robes. And once guests leave their rooms and head to ground level, a private poolside patio welcomes them outdoors. On deck, a pool concierge is quick to grab refreshments or anything special guests may require. “The pool concierge provides welcome and towel services poolside, plus takes beverage and food orders,” Sutherland says. “Essentially, you sit and relax and let us take care of the rest.”

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All in the family

AT A GLANCE: S I G N AT U R E COLLECTION R E S E RV E AT R I V E R ISLAND

Signature Spotlight A look at the Signature Collection product portfolio beyond Orlando.

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1. Signature

Collection Reserve at Scottsdale Resort Scottsdale, Arizona 2. S ignature Collection Reserve at Smoky Mountain Resort Gatlinburg, Tennessee (opening later this year) 3. S ignature Collection Reserve at Sunset Cove Resort Marco Island, Florida 4. S ignature Collection at South Beach Resort Myrtle Beach, South Carolina 5. S ignature Collection Reserve at Desert Club Resort Las Vegas, Nevada 6. S ignature Collection at Williamsburg Resort Williamsburg, Virginia 7. S ignature Collection at Galveston Beach Resort Galveston, Texas

orangelake.com RCI VENTURES 53

INSIGHT

PHOTOS: COURTESY RIVER ISLAND

• Opened in 2009 • Four-season resort • One-, two- and three-bedroom villas, plus four-bedroom penthouse suites located on the top floors of River Island at Orange Lake Resort • An affiliate of The Registry Collection® program

River Island was created with the ultimate family getaway in mind. In fun-filled Orlando, River Island invests much of its effort in building an unforgettable experience for the whole family. “A hallmark of the Holiday Inn Club Vacations brand is its focus on family travel,” Sutherland says. “We build our resorts around the idea of offering something for every family member.”

Adults and kids can make a splash, grab a bite and hit the shops at world-class recreation amenities. Gloriously snaking through River Island is a 1,200-foot lazy-riverstyle pool able to provide all-day fun in the sun. Signature Collection Reserve guests are offered complimentary passes for river tubes and miniature golf. Kids can head indoors to the arcades while adults get their workouts on in the fitness center or schedule a private poolside massage. Once everyone has worked up an appetite, guests can chow down at one of the resort’s nine dining options, five of which reside in River Island.

Of course, a family getaway to Orlando wouldn’t be complete without a visit to one of its world-famous theme and adventure parks. River Island ensures that guests and their families have the trip of their dreams with fast and convenient car service. “We have special rates through preferred providers,” Sutherland says.

“We can have a car waiting for guests at the resort when they arrive or have one delivered during the visit.”

With a nod to Kemmons Wilson and his mission to exceed families’ comfort needs while on their dream vacations, the Holiday Inn Club Vacations brand is evolving vacation ownership at River Island. Six more properties across the East Coast and the Midwest are now part of the Signature Collection portfolio, with another scheduled to join this year. “We are aggressively expanding the product, with other locations likely to follow as we expand our resort network farther,” Sutherland says. “We will also seek The Registry Collection program status at the locations within the product that can support the extra services and offerings required for the highly exclusive program.” As the expectations of vacation owners evolve, it’s clear that River Island and the Signature Collection Reserve will continue to exceed them.

WE SERVE IT LIKE YOU SERVE IT. Fast and affordable financing.

It is always a pleasure doing business with Direct Capital. I have done over eight deals in between my hotels. Every time I needed money, I called Direct Capital and received approval within 24 hours. – Ssunny Shah, Wyndham Hotel Group Franchisee

Get started now: wyndham.directcapital.com or 888-501-6846 All products and services are manufactured and/or provided solely by Direct Capital and not by RCI, its parent and/or affiliates. Neither RCI nor its parent or affiliates are responsible for the accuracy or completeness of any statements made in this advertisement, the content of this advertisement (including the text, representations and illustrations) or any material on a website to which the advertisement provides a link or a reference.

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BECAUSE EVERY JOB COUNTS We have what it takes to help hospitality professionals prevent and respond to difficult issues. Depend on us for a vast offering of maintenance, OS&E, and FF&E products; expert solutions from more than 125 CMHS professionals; no minimum order; and fast, free delivery. We’ll help you exceed guests’ expectations and stay ahead of the next repair.

Trust HD Supply to deliver what you need, when you need it.

Visit hdsupplysolutions.com for more information.

All products and services are manufactured and/or provided solely by HD Supply Facilities Maintenance and not by RCI, its parent and/or affiliates. Neither RCI nor its parent or affiliates are responsible for the accuracy or completeness of any statements made in this advertisement, the content of this advertisement (including the text, representations and illustrations) or any material on a website to which the advertisement provides a link or a reference. Please refer to the applicable brand specifications for your property prior to purchasing products. © 2016 HDS IP Holding, LLC. All Rights Reserved.

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All products and services are manufactured and/or provided solely by Sysco Guest Supply, LLC and not by RCI, its parent and/or affiliates. Neither RCI nor its parent or affiliates are responsible for the accuracy or completeness of any statements made in this advertisement, the content of this advertisement (including the text, representations and illustrations) or any material on Sysco Guest Supply, LLC website to which the advertisement provides a link or a reference. Please refer to the applicable brand specifications for your property prior to purchasing products.

Recent RCI ® Affiliated Resorts* RCI Weeks® program Bathala Island Resort North Ari Atoll, Maldives BPPC @ Grand Bahia Principe Turquesa Punta Cana, Dominican Republic Caldas Termas Clube Hotel Caldas Novas, Brazil

Marupiara Hotel Porto de Galinhas, Brazil

Western Bay Marina Pyeongtaek-si, South Korea

Medhufushi Island Resort Meemu Atoll, Maldives

Wish Resort Golf Convention Foz do Iguaçu Foz do Iguaçu, Brazil

Olmue Club Apart Hotel Olmue, Chile

Wish Serrano Resort & Convention Gramado Gramado, Brazil

Paxton Park Hotel Chengdu Chengdu, Sichuan, China

Caliraya Resort Club Lumban, Laguna, Philippines

Paxton Vacation Resort Qionghaibay Xichang Xichang, Sichuan, China

Caribbean Nature Eco Luxury Marine Resort and Spa Bocas del Toro, Panama

Pipa Privilege Tibau do Sul, Brazil

Club Mahindra Holidays Various locations in India

Porto Seguro Praia Resort Porto Seguro, Brazil

Filitheyo Island Resort Faafu Atoll, Maldives

Pratagy Beach Resort Wyndham Maceió, Brazil

Gramado Exclusive Resort Gramado, Brazil

Rottnest Lodge Rottnest Island, Australia

Grand Sirenis Matlatli Hills Resort and Spa La Cruz de Huanacaxtle, Nayarit, Mexico

Sonesta Hotel Cartagena Cartagena, Colombia

Hotel Boutique Las Escaleras San Cristóbal de las Casas, Chiapas, Mexico

Sterling Holiday Resorts Various locations in India

Hotel on Vacation Amazon Leticia, Colombia

Suiton Paxton Qionghaibay Xichang Xichang, Sichuan, China

Hotel Wyndham Garden Paramaribo Paramaribo, Suriname

Toshali Resorts Various locations in India

Karma St. Martin Isles of Scilly, England

Village Condo Bariloche San Carlos Bariloche, Rio Negro, Argentina

Wonasis Resort & Aqua Mersin, Turkey

RCI Points® program Breakers Myrtle Beach Resort Myrtle Beach, South Carolina The Club at Big Bear Village Big Bear Lake, California Horizon at 77th Myrtle Beach, South Carolina Mountain Loft Lake Lure, North Carolina WorldMark Havasu Dunes Lake Havasu City, Arizona WorldMark Palm Springs—Plaza Resort & Spa Palm Springs, California

The Registry Collection® program Halcyon Retreat Golf & Spa Resort Noth, France Wilderness Club Nadi, Fiji

What’s Happening Conferences, seminars, expos, summits, workshops, exhibitions, forums, symposiums, conventions, events and meetings you should know about.

INSIGHT

MAY 1–5 ARDA (American Resort Development Association) World 2016 Annual Convention & Expo Hollywood, Florida, USA arda.org MAY 7–9 INDABA Durban, South Africa indaba-southafrica.co.za MAY 10–11 CHRIS (Caribbean Hotel & Resort Investment Summit) Miami, Florida, USA chrisconference.com

58 Q2 2016

JUNE

MAY 11–13 HOLA (Hotel Opportunities Latin America) Investment Conference Miami, Florida, USA holaconference.com

JUNE 5–7 NYU (New York University) International Hospitality Industry Investment Conference New York, New York, USA nyu.edu/hospitalityconference

MAY 17–18 HICA (Hospitality Investment Conference Africa) Sandton, South Africa hica.co.za

JUNE 23–24 ARDA (American Resort Development Association) Northeast Portland, Maine, USA arda.org

MAY 25–27 APHIC (Asia Pacific Hotel Investment Conference) Bangkok, Thailand questexevent.com/ IHIF/2016th

JUNE 30 BHA (British Hospitality Association) Hospitality and Tourism Summit London, England bha.org.uk

London, England.

*Due to space limitations and other considerations, this list might not include all resorts that have recently affiliated with RCI.

PHOTO: ISTOCKPHOTO

M AY

2016

Lunch & Learn Tour PRESENTED BY All HOA board members, general managers and resort leadership staff are welcome to attend.

VIP A CCE SS T O: CO

ST-S AVIN STRA G TEG IES REV ENU E-GE NE IDEA RATING S PRO DUC T DE MOS EXCL USIV E DIS AND GIVE COUNTS AWA YS

TO U R DATE S & LOCATIO N S Wednesday, February 3 MYRTLE BEACH, SC Wednesday, February 3 MYRTLE BEACH, SC Wednesday, May 18 ORLANDO, Wednesday,FL May 18 ORLANDO, FL

Tuesday, May 24 LAKE TAHOE, CA

Wednesday, June 15 PORTSMOUTH, NH

Tuesday, June 7 BREEZY POINT, MN

Tuesday, June 21 FT. MYERS, FL

Thursday, June 9 STURGEON BAY, WI

Wednesday, July 13 SINT MAARTEN

Thursday, August 11 CARLSBAD, CA11 Thursday, August CARLSBAD, CA Tuesday, September 13 HILTON HEAD ISLAND, Tuesday, September 13SC HILTON HEAD ISLAND, SC

S P O N SO R E D BY

Register online at RCIAffiliates.com/Events or call 317.805.8353 RCI and related marks are registered trademarks and/or service marks in the United States and internationally. All rights reserved. ©2016 RCI, LLC. All rights reserved.

A FINAL THOUGHT

RCI Off-Duty It’s not all business at RCI. In this series RCI Ventures® magazine checks in with key team members to talk vacations, hobbies, heroes and more. This time we caught up with Fiona Downing, senior vice president of business development and operations.

If you could go anywhere in the world, where would you go?

FD: On the rare occasions when my husband and I get to travel alone, we love romantic city getaways. Barcelona is our favorite, as it has the perfect blend of old and new—historic architecture, sporting arenas (for my hubby), shop­ ping and great food and drink. It’s a bustling city by the sea that ticks all the boxes for us.

When you travel, what is the one thing you don’t leave home without?

FD: A picture of my cute dog, Bailey, the only family member who can’t join us.

What’s your best travel advice?

FD: It’s always a good idea to find out a little about your destination beforehand and create a list of “musts.”

If you’re lucky enough to know someone who’s familiar with the place, pick their brains to learn about all of the hidden gems that tourists don’t always hear about.

What was it like when you appeared on the Lifetime TV show The Balancing Act to talk about vacation ownership?

FD: It was fun! I kept messing up the practice sessions with my colleagues beforehand, but luckily I perform better

60 Q2 2016

under pressure, so it all went well once the cameras were rolling.

If you could relive one moment in your life, what would it be?

FD: The first year of both of my children’s lives—they went by so fast!

What do you want to achieve in your lifetime?

FD: To bring my children up to be the very best versions of themselves and make a positive impact on the world in whatever they choose to do. Oh, and I can’t swim. At some point in my life I need to get over my fear of water and learn how.

What is your greatest passion outside of the office?

FD: Interior decorating! I love to reimagine spaces and transform an empty room into a beautiful space.

We recently moved, and I’ve had a lot of fun decorating our new home.

Desert-island lightning round!

Pick your top book, album, movie and TV series.

FD: The Color Purple. Prince’s Purple Rain. The Notebook.

And Homeland.

Who is your hero and why?

FD: That’s a tough one! There are so many people I truly admire. What I will say is that I’m drawn to people who achieve greatness in the face of adversity. The most meaningful achievements in your personal or professional life often come when life throws you a curveball and the odds are stacked against you.

PHOTO: IAN SPANIER

Tell us about your most recent holiday.

FD: When my daughter turned 16, I took her and three of her best friends to Cabo San Lucas for a girls’ week to celebrate.

The girls had a blast snorkeling, camel riding and swimming with dolphins. It was so much fun spending quality time with them, and it made my daughter’s Sweet 16 a memorable experience.

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Vacation Ownership Financing

VACATIONS ARE SERIOUS

BUSINESS

AT CAPITAL ONE

®

You can feel confident investing in vacation ownership developments with Capital One® Commercial Banking.

We offer the balance sheet capacity of a top 10 U.S. bank with a team of seasoned professionals who understand the complexities of financing timeshare and vacation ownership developments. Contact us to see how we can combine your vision with our commitment, insights, and financing.

James Casey James.Casey@capitalone.com (860) 348-8861

Source: SNL Financial 4/30/2015. Subject to credit approval. Additional terms and conditions apply.

Products and services are offered by Capital One, N.A., Member FDIC. © 2015 Capital One. Capital One is a federally registered service mark. All rights reserved.

Tom Meyerer Tom.Meyerer@capitalone.com (646) 836-5038

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