Longtime vacation ownership veteran Dora Edmonson, whose feature article, “Put Your Owners on Vacation,” appears in this issue of Management & Operations magazine, once told me that after a few months of working at her first-ever job, she ...

One of the first things I learned about successful timeshare resorts is that they place a high premium on customer service. One of the best ways a resort developer, management company or HOA can do this is to encourage owners to use their ...

Much has been made in recent years of the manner in which people define luxury. What do affluent owners look for in a Timeshare or Fractional resort? Is it the design, the amenities, the service? As a designer, my answer is, of course ...

They’re here, there, everywhere. They upset managers and fellow employees--even themselves. Who are they? If you haven’t already guessed, they are the negative employees most people encounter in the workforce at some point. If not careful ...

While Hawaii continues to rank as the most desired domestic vacation destination of U.S. residents, it is also extremely popular with the Japanese, which comprise about 20% of its 7.4 million annual visitors. Although Shell Vacations ...

The vast majority of customer service strategies use the idea of making the customer their top priority and cornerstone. Yet, lines are still long, information is scarce, products are out of place or stock, and no two employees have the s ...

Family resorts are always looking for something new and innovative to attract guests and keep them returning. Most family resorts have similar site amenities - pools, playgrounds, outdoor dining, tennis courts, etc. that don’t always set ...

Jerry loved his job and he loved his clients. He truly enjoyed helping them. His Customer Service Index (CSI) scores were through the roof. Then one day his company was sold. Although he got to keep his job, his world changed that day, an ...

“I never met a man I didn’t like.” --Will Rogers That quotation could easily have been from Jack Richardson. For his 20 years at Trades Publishing, and many years before, it had been a cornerstone of his unique personality. Trad ...