Developments - April 2018 - 26

RESORT OPS

2017 Winner:
CustomerCount
Customer Engagement
Professional® Resort
Trades Award
BY SHARON SCOTT WILSON, RRP

F

or employees who work on the
front lines greeting and serving
our owners and guests, recognition
is perhaps even more important
than in other disciplines. It lets these team
members know that their skill, heartfelt
dedication, late hours and hard work are
valued and appreciated. When we take the
initiative to acknowledge their contribution to their resort, it gives a sense of
ownership and belonging. It may even be
more appreciated than a monetary reward.
During the summer of 2016,
CustomerCount® President Bob Kobek,
RRP, gave me a call to suggest that together,
we could give a well-deserved nod to
resort managers and those team members
who interact with customers on a daily
basis. Earlier, Kobek had led an initiative
for another association to reward staff
members who best exemplify the ideal
of great customer engagement. By using
CustomerCount's software and scientific
analysis tools to help codify and fairly select
top team leaders, coupled with Resort Trades
magazine's online and print media, there
now was a fair way to give onsite resort team
members an extra nod of appreciation.
Joining in the process of strategic planning was Georgi Bohrod, RRP, head of PR
firm GBG & Associates. The end result was
the CustomerCount Customer Engagement
Professional ® Resort Trades Award.
The 2016 program was so well received,
the group decided to continue the program

26 - Developments

in 2017. The process is automated by using
CustomerCount's software to collect and
compare data submitted about nominees.
The system provides questions posed that
will record and compare factors such as
superlative interactions the nominee might
have had with a member/owner or guest.
Often, both in 2016 and 2017, nominees were
credited by their nominators with improvements in on-site ratings of the resort, the
introduction of unique and effective training
techniques and of having received outstanding social media mentions and reviews.
"Nominations also included detailed
narrative insights regarding the professional's performance and contribution showing
how the nominee's efforts and achievements
significantly impacted the team, company,
and/or community," observes Bohrod.
Once CustomerCount's software came up
with the finalists, an independent non-resort industry panel of judges was engaged
by Resort Trades to perform blind judging.
The group unanimously selected three
finalists, giving the top slot to Jeff Brock,
general manager of Grand Pacific Resorts'
Carlsbad Seapointe Resort.
"The selection process was not easy,"
continues Bohrod. "The candidates represented the best of the best. But, at the end of
the day, we had a clear winner: Jeff Brock,
General Manager of Grand Pacific Resorts'
(GPR) Carlsbad Seapointe Resort.
Jeff, a Grand Pacific Resorts employee
for over five years and GM for four, was



Table of Contents for the Digital Edition of Developments - April 2018

UP FRONT
FIRST WORD
AROUND THE INDUSTRY
TRENDS
FACES FROM THE FRONTLINES
TECHNOLOGY
PARTNER SHOWCASE
RESORT OPS
WHERE GREEN DESIGN IS GOING
WHO’S THE BOSS?
FROM THE EXPERTS
FOCUS ON: REPUTATION MANAGEMENT
MEMBER MATTERS
MEMBERSHIP UPDATES
LAST WORD
Developments - April 2018 - AD
Developments - April 2018 - Cover1
Developments - April 2018 - Cover2
Developments - April 2018 - 1
Developments - April 2018 - 2
Developments - April 2018 - 3
Developments - April 2018 - 4
Developments - April 2018 - 5
Developments - April 2018 - UP FRONT
Developments - April 2018 - 7
Developments - April 2018 - FIRST WORD
Developments - April 2018 - 9
Developments - April 2018 - AROUND THE INDUSTRY
Developments - April 2018 - 11
Developments - April 2018 - 12
Developments - April 2018 - 13
Developments - April 2018 - 14
Developments - April 2018 - 15
Developments - April 2018 - 16
Developments - April 2018 - 17
Developments - April 2018 - TRENDS
Developments - April 2018 - 19
Developments - April 2018 - FACES FROM THE FRONTLINES
Developments - April 2018 - 21
Developments - April 2018 - TECHNOLOGY
Developments - April 2018 - 23
Developments - April 2018 - PARTNER SHOWCASE
Developments - April 2018 - 25
Developments - April 2018 - RESORT OPS
Developments - April 2018 - 27
Developments - April 2018 - 28
Developments - April 2018 - 29
Developments - April 2018 - WHERE GREEN DESIGN IS GOING
Developments - April 2018 - 31
Developments - April 2018 - 32
Developments - April 2018 - 33
Developments - April 2018 - WHO’S THE BOSS?
Developments - April 2018 - 35
Developments - April 2018 - FROM THE EXPERTS
Developments - April 2018 - 37
Developments - April 2018 - 38
Developments - April 2018 - 39
Developments - April 2018 - FOCUS ON: REPUTATION MANAGEMENT
Developments - April 2018 - 41
Developments - April 2018 - MEMBER MATTERS
Developments - April 2018 - 43
Developments - April 2018 - MEMBERSHIP UPDATES
Developments - April 2018 - 45
Developments - April 2018 - 46
Developments - April 2018 - 47
Developments - April 2018 - 48
Developments - April 2018 - 49
Developments - April 2018 - 50
Developments - April 2018 - 51
Developments - April 2018 - LAST WORD
Developments - April 2018 - 53
Developments - April 2018 - 54
Developments - April 2018 - 55
Developments - April 2018 - 56
Developments - April 2018 - Cover3
Developments - April 2018 - Cover4
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