Developments - September 2016 - 44

RESORT MANAGEMENT Loera explains, "The number-one reason is to spend time with family and rekindle relationships. Parents may work a lot of hours 51 weeks a year, and that week of vacation is the time they can reconnect with their kids. We have the privilege of hosting that most important week, so everything we do must go toward creating positive, memorable experiences." That philosophy plays out when employees have the leeway to step outside the usual and do something special if they can. "I tell them to follow their gut instinct," he says. "I want them to create special experiences for guests." That may mean something very creative, like towel origami crafted by housekeepers. But recently, for one employee, it meant going more than the proverbial extra mile. "When we did our pre-arrival call, one of our staff discovered that an elderly couple was taking a shuttle from the airport and would arrive at an isolated shuttle stop at 11:00pm," he explains. "Our staff member drove to the stop and gave them a ride back to the resort-it meant a lot to the owners." 44 - Developments arda.org Loera believes that the higher purpose in their jobs is the reason why so many employees at Desert Breezes stay for decades or more. "We see these same guests year after year, and that translates to everlasting friendships." Walk in Their Shoes Mendy Stuart, general manager at David Wally's Resort in Genoa, Nevada, believes that taking better care of her employees means that they'll be better able to take care of guests. "I got into hospitality because everyone is on vacation and resorts are a wonderful place to be," she says. "My job is to make that same environment for my team. If they're happy, that will show in everything they do." She begins with an open-door policy, adds constant communication, and an occasional special event. "At the beginning of the busy summer season, we threw a luau for employees and their families," she recalls. "The managers cooked for and served them." To ensure that she's aware of what work is really like for staff, Stuart schedules time twice each month to work alongside employees. That may mean stripping beds with housekeeping or pulling weeds with maintenance. "It lets you know what they're going through, and sometimes you find things that don't work," she says. "For example, I discovered that housekeepers had to go a fair distance to get the supplies to do their jobs, so we added a storage closet in a closer location. Those are the things you learn when you live it and experience it." http://www.arda.org

Table of Contents for the Digital Edition of Developments - September 2016

UP FRONT
FIRST WORD
AROUND THE INDUSTRY
TRUSTEE TALK
INTERNATIONAL BRIEF
RESEARCH
MEMBER MATTERS
SPECIAL HR SECTION: PART II
CUSTOMER CARE
CREATIVE RESALE STRATEGIES
FRONTLINE TACTICS
RENOVATIONS: “IF MONEY WERE NO ISSUE?”
WHERE DO THE DOLLARS GO?
HOAS AND THE NEW OVERTIME RULES
CAUTION ABOUT YOUR FINANCE OPTIONS
FOCUS ON: REPUTATION MANAGEMENT
FACES FROM THE FRONTLINES
MEMBERSHIP UPDATES
Developments - September 2016 - 1
Developments - September 2016 - Cover1
Developments - September 2016 - Cover2
Developments - September 2016 - 1
Developments - September 2016 - 2
Developments - September 2016 - 3
Developments - September 2016 - 4
Developments - September 2016 - 5
Developments - September 2016 - UP FRONT
Developments - September 2016 - 7
Developments - September 2016 - FIRST WORD
Developments - September 2016 - 9
Developments - September 2016 - AROUND THE INDUSTRY
Developments - September 2016 - 11
Developments - September 2016 - 12
Developments - September 2016 - 13
Developments - September 2016 - 14
Developments - September 2016 - 15
Developments - September 2016 - 16
Developments - September 2016 - 17
Developments - September 2016 - 18
Developments - September 2016 - 19
Developments - September 2016 - TRUSTEE TALK
Developments - September 2016 - 21
Developments - September 2016 - INTERNATIONAL BRIEF
Developments - September 2016 - 23
Developments - September 2016 - RESEARCH
Developments - September 2016 - 25
Developments - September 2016 - 26
Developments - September 2016 - 27
Developments - September 2016 - MEMBER MATTERS
Developments - September 2016 - 29
Developments - September 2016 - SPECIAL HR SECTION: PART II
Developments - September 2016 - 31
Developments - September 2016 - 32
Developments - September 2016 - 33
Developments - September 2016 - CUSTOMER CARE
Developments - September 2016 - 35
Developments - September 2016 - 36
Developments - September 2016 - 37
Developments - September 2016 - CREATIVE RESALE STRATEGIES
Developments - September 2016 - 39
Developments - September 2016 - 40
Developments - September 2016 - 41
Developments - September 2016 - FRONTLINE TACTICS
Developments - September 2016 - 43
Developments - September 2016 - 44
Developments - September 2016 - 45
Developments - September 2016 - 46
Developments - September 2016 - 47
Developments - September 2016 - RENOVATIONS: “IF MONEY WERE NO ISSUE?”
Developments - September 2016 - 49
Developments - September 2016 - 50
Developments - September 2016 - 51
Developments - September 2016 - WHERE DO THE DOLLARS GO?
Developments - September 2016 - 53
Developments - September 2016 - 54
Developments - September 2016 - 55
Developments - September 2016 - HOAS AND THE NEW OVERTIME RULES
Developments - September 2016 - 57
Developments - September 2016 - CAUTION ABOUT YOUR FINANCE OPTIONS
Developments - September 2016 - 59
Developments - September 2016 - FOCUS ON: REPUTATION MANAGEMENT
Developments - September 2016 - 61
Developments - September 2016 - FACES FROM THE FRONTLINES
Developments - September 2016 - 63
Developments - September 2016 - MEMBERSHIP UPDATES
Developments - September 2016 - 65
Developments - September 2016 - 66
Developments - September 2016 - 67
Developments - September 2016 - 68
Developments - September 2016 - 69
Developments - September 2016 - 70
Developments - September 2016 - 71
Developments - September 2016 - 72
Developments - September 2016 - Cover3
Developments - September 2016 - Cover4
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