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| Lagonita Lodge |
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by Brian Welch
askMANDO.com
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Q. How would you describe your property to someone who has never been there?
A. “What guests and owners first notice and love about Lagonita Lodge is the view. We are located on the south shore of Big Bear Lake. Important to note: We are the only timeshare property on the Lake and also only one of a handful of lodging options available to visitors. Additionally, before the current Lodge was built, the property housed the original Lagonita Lodge: A sprawling ranch-style resort that boasted comfort and spacious accommodations on the Lake, an outdoor heated pool, deluxe rooms with wood-burning fireplaces, a boat dock, tons of activities and more than four acres to roam. Today Lagonita Lodge carries on in this vein, providing spacious and well-appointed accommodations on the same property. Lagonita is also recognized as an RCI Gold Crown and an Interval International Five Star Resort Destination.”
Q. What is your general operating philosophy?
A. “We have allowed Lagonita Lodge to keep its unique character as a classic mountain escape while utilizing cutting-edge technology, non-traditional marketing strategies and proven business methods. Our back-of-the- house approach is seamless with our front-of-the-house service and has fostered a sense of community for our guests even if their time with us is brief or once a year,” said Tom Johnson, President and CEO, The Alderwood Group.
Q. Can you tell us a little about your staff?
A. “Our staff is the heart and soul of the property. Most have been at the Lodge for years. For example, our housekeeping manager has been with Lagonita for 18 years, a key maintenance engineer has been here for 10 years, and our housekeeping supervisor has been with us for 21 years. Our staff has a history and emotional investment in the property. They know our guests by name and our guests know them,” said Susan Troublefield, Assistant General Manager, Lagonita Lodge.
Q. What seasonal challenges do you face?
A. “Because we are a timeshare property, we typically have a strong showing year round with the exception of spring – which we mitigate with specials and incentives. Our fall has been strong the last few years because our weather is still spectacular and offers Southern California a true autumn experience. Lagonita is also attractive for our transient guests because there is so much added value above a traditional hotel experience,” said Kindal Voss, Operations Manager, Alderwood Resort Management.
Q. What about your property sets you apart from others?
A. “We understand our owners and guests are not ‘one size fits all.’ We know that each has separate expectations and needs when it comes to vacation ownership or vacationing. We believe in maintaining a direct link to our owners and guests whether it’s with an open door policy and accessibility, investing in technology to help us work smarter and more efficiently with our end consumer in mind, asking for feedback from guests on our service and their experience, or monitoring comments made via online social media sites. We use this information and connection to create loyalty through customer service and repairing what’s wrong,” said Tom Johnson, President and CEO, The Alderwood Group.
Q. Has the economy changed the way you operate?
A. “Rather than cut services, we have added value for our owners. For example, we continue to offer a laundry list of onsite activities and social events. Some we co-op with our guests and some are complimentary. We also have a solid rental program in place for our fixed week owners allowing them to opt to rent their week to make some money. Our brand is great for cost conscious travelers because our pricing is the same as a traditional hotel room but we offer full kitchens and a living area, not to mention the ability to take part in the activities.”
Q. Has the public’s interest in social media had an impact on your operations?
A. “We have definitely shifted our marketing strategies from traditional to non-traditional media. We know our guests are more sophisticated and we need to reach them in ways we haven’t had to in the past. We utilize Facebook and Twitter not just to promote our deals or specials but to provide a service to our owners and guests – posting about the region, what’s going on and where events are happening. As we revamp our website we are going to incorporate a blog that speaks to the experience of the Lagonita Lodge brand – a classic mountain escape with convenient access to both indoor and outdoor activities. We also filmed a YouTube video that will be very useful for owners, prospective owners and potential guests,” said Cathleen Calkins, Communications, The Alderwood Group.
www.lagonitalodge.com
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