September 2009 Developments - 38

Resort Management The Role & Importance of the Association Administrator T he association administrator partners with the regional director to help administer and govern a portfolio of assorted homeowner associations, including ﬁxed, ﬂex, and points timeshare, whole owner condominiums, RV campgrounds, and deeded owner lots. Following is a Q&A interview with a group of six association administrators to describe their role and responsibilities. Q: What do you do? A: We are asked this question often because the title of association administrator is a little vague, and our role is virtually unknown, as only a few companies employ such a position. However, the primary function of this position is to comply with regulatory and statutory requirements, as well as aid to preserve, permeate, and protect the welfare of the association. If you were to ask those who beneﬁt most from our role (our Board of Directors, members, general managers, and owners), they would say we are indispensable! In our capacity, we act as a liaison between the board, owners, and management team. Similar to how the central nervous system is devoted to information-processing and providing computed output for our bodies, the role of the association administrator is to gather information and formulate our responses based on various factors. These factors include, among others, compliance with statutory requirements, the association’s governing documents, ﬁnancial impact, comment card feedback, and legal compliance. In addition, we act as a liaison between the association attorney and the Board of Directors regarding any legal issues that arise, providing direction based on the board’s goals. Once we gather and organize the details, we present our ﬁndings to the board, thus enabling them to decide upon issues that impact the association and ownership. Q: How do you accomplish your responsibilities? A: With the aid of ﬁnancial services, risk management, legal counsel, city, county and state agencies and others, we are able to provide accurate, reliable information to the boards. Our assimilation and sharing of this information is likened to the sensory system, which only inﬂuences behavior without dictating it. Our role mandates that we operate within a neutral boundary, to educate and guide. We understand and appreciate it is the board’s obligation and ﬁduciary responsibility to make the necessary decisions to protect and enhance the property for the health of the resort and association. We are also required to maintain certain certiﬁcations or licenses essential to keep up with industry and legal changes. In addition, we participate in continuing education courses to further enhance our knowledge and expertise. Q: How do you beneﬁt the ownership? A: Given the responsibility to understand the association’s governing documents and respective statutory requirements, we strive to take ownership and follow through on any and all owner inquiries. By sharing our knowledge, we often deﬂect any misunderstandings of the owners. By educating and guiding the ownership on rules, regulations, and use of their timeshare interest, we develop a mutual respect based on trust. In addition, there are instances where the initial purchase no longer meets the owner’s needs, and other products offered would better ﬁt their vacationing lifestyle. We are able to discuss and introduce alternate options. To further develop the owner relationship, we provide communication through newsletters, which contain resort and association news, management updates, special events, staff changes/promotions, meeting dates, property improvements, and opportunities available for owners to serve on the board. Julie Clawson Q: How does your role impact the management team? A: We exist to support these professionals. By researching, processing, and supplying all parties with the appropriate information, our managers are free to concentrate on what they do best—provide award-winning service by ensuring that our owners and guests enjoy a memorable and rewarding vacation experience. We understand the accountability and responsibility of the managers and therefore share in their passion to provide exceptional customer service in our own unique way. Q: How do you beneﬁt the board members? A: We save them countless hours of research, create and distribute Board materials, ﬁeld questions from the ownership, record minutes, and maintain association records. It is our goal to make their jobs easier by providing pertinent and accurate information to keep them informed of property needs, legal requirements, and the ﬁnancial status of the association. We are also responsible for advising them of statutory and legislative changes, which could impact various aspects of governing the association. Our board members also beneﬁt from the combined knowledge of the other association administrators within the organization, as information, resources, and best practices are shared among this team of professionals. Q: Why is your role necessary? A: With all that is required of the general managers of each property and so they can do their jobs and meet all standards bestowed upon them, they need our support. This includes, but is not limited to, monitoring foreclosures that come back into the association’s name, monitoring and tracking changes in legal requirements, 38 Developments • September 2009

September 2009 Developments

Table of Contents for the Digital Edition of September 2009 Developments