September 2009 Developments - 35

Point 4: Energy Temperature Energy is the driving force of the world; it propels every living being and brings vibrance to organizations and businesses like resorts. Is your resort team and atmosphere full of energy? This may be a direct correlation to how much your associates are engaged. Are they empowered to think and act for themselves with conﬁdence? Are they empowered to make immediate guest service decision on the spot, without waiting for approval? On the ﬂip-side, a low energy atmosphere can suck the remaining energy out of any guest staying at the property. Disengaged and un-stimulated associates can create this kind of static environment and kill the life-features of resort. To keep positive energy circulating, meet with your team regularly and consistently. At these meetings, work to create an equal playing ﬁeld where no one associate is bigger or better than anyone else; you all deliver exceptional service together—this will inspire your team. Aim for monthly meetings with different team members and before you know it, your team is full of energy and ready to go the distance. Lastly, measure this energy, take a “temperature reading” of sorts. Are your resort energy levels running hot or cold? The most effective measurement tools include guest satisfaction surveys that directly solicit information from your guests. You want to measure their overall satisfaction with both the day-to-day operation of your resort but also the interaction they have with your staff. Are your guests reporting staff encounters that are drab, boring, and lifeless, or are they reporting a vibrant work team that thrives on providing outstanding service and helps to create lasting vacation memories? The name of the game here is to determine how engaged your resort team is. Listen to what your guests are saying and then respond with the energy to meet their service standards. Point 5: Heart Rate Your pulse is deﬁned as the regular beating of blood through the arteries. Clogged arteries can strangle the heart of any person or organization, including your resorts. Make sure your arteries are free and clear to spread your resort energy throughout all corners of your operation. Nobody’s spent more time on timeshare than we have. Myers, Brettholtz & Company, PA has been serving the vacation ownership industry for over 25 years and understands the dynamics of association accounting. MB & Co. has developed a national reputation within the vacation ownership industry providing audit, tax and consulting services to owner associations, vacation clubs, management companies and related industries. To discuss your association’s needs, call Steve Brettholtz at 800.749.8270 www.mbcopa.com CERTIFIED PUBLIC ACCOUNTANTS • BUSINESS CONSULTANTS Myers, Brettholtz & Company, PA Our reputation for excellence has been built upon results. September 2009 • Developments 35

September 2009 Developments

Table of Contents for the Digital Edition of September 2009 Developments