September 2009 Developments - 71

Welcome New ARDA Members! On behalf of all the members of ARDA’s growing community, Developments would like to extend a warm welcome to the following new member companies who joined between June 16 and July 15, 2009. TRUSTEES Stephen J. Cloobeck, RRP Diamond Resorts International CHAIRMAN’S LEAGUE Sarah Hulme Diamond Resorts International Mike Ashton Merlin Software Robert Dugger Travelers Acceptance NEW CORPORATE 5 Star Resort Marketing Beacon Insurance Group, Inc. City of Lakeport Redevelopment Agency International Executive Housekeepers Association TriMark Trade Advisors, LLC Raymond L. “Rip” Gellein Jr., RRP Starwood Vacation Ownership, Inc. Sergio Rivera Starwood Vacation Ownership, Inc. Thorp Thomas, RRP Starwood Vacation Ownership, Inc. Leon Basye Stewart Vacation Ownership Title Insurance Karl C. Lange Systems Products International, Inc. Roger Farwell Tempus Resorts International, Ltd Peter James Textron Financial Corporation Brenda Miller Ticor Title Insurance Timo B. Jones TimeShareWare John T. Staley Triton Timeshare Software Gary Swanson Universal Orlando Resort Roy I. Fraser Vacation Resorts International Brian Rock RRP, CIC, ARM VacationGuard, Inc. James J. Scavo, Esq. Weinstock & Scavo, PC Jonathan P. Fredricks, RRP The Welk Resort Group Ronald M. Goldberg Wellington Financial Michael J. Smith, RRP Wells Fargo Foothill, Inc. Joseph R. Mayes Williams Mullen Franz S. Hanning Wyndham Vacation Ownership, Inc. Adam D. Schwartz Wyndham Vacation Ownership, Inc. Stephen P. Holmes Wyndham Worldwide Chairman’s League Spotlight Robert A. Kobek, RRP, President Mobius Vendor Partners What do you think the top 3 critical areas of focus should be for the resort management side of our industry? Figuring out the top three goals requires some semblance of establishing priority which, given the very high ﬂuidity of our industry right now, is hugely difﬁcult. For any business that serves it, understanding and emulating that ﬂuidity to determine the timing of offering services is a must. Goal # 1 would be to have the luxury of establishing priorities. As a provider of customer experience on-line survey solutions, there is a business imperative to help developers, HOAs, and management companies understand the importance of listening to their customers more carefully with a very keen eye on quality. Goal # 2 would be to clearly and concisely demonstrate how tracking customer experience at all levels makes a difference between a customer and a loyal customer, thereby demonstrating how quality is, in fact, a vehicle to proﬁtability. There is a natural progression in business that is true in all businesses, regardless of the vertical market, size, shape, or customer. Goal # 3 is the single most difﬁcult: change the vernacular in timeshare to identify the process correctly. Timeshare has historically used the phrase “sales and marketing,” but it is marketing and sales, to get the order correct. September 2009 • Developments 71

September 2009 Developments

Table of Contents for the Digital Edition of September 2009 Developments