Amenities are the number one thing resorts should spend money on....

32 Pages·2017·14.79 MB·English

TellthemyousawitinTheTrades 931-484-8819 | www.ResortTrades.com | May 2018 | 1
RESORT
Vol 31, No. 5
May 5, 2018
www.ResortTrades.com
Every Resort; Every Month
“Amenities are the number
one thing resorts should spend
money on....”---
page 20
In this issue:
Speaking Spa: Expert Advice on Adding
This Popular Amenity
The Frictionless Interaction: How
Technology is Changing the Hospitality
Industry
Can Resort Hotels Help Coral Reef
Ecosystems and Make Money?
4 Reasons Why Blogging is Still Relevant

Be ARDA Proud
Protect. Connect. Affect.
Through rigorous Your involvement Together, we
advocacy—and with in our community helps influence integrity
your support—we us create a culture and growth—driving
work to foster a fair of learning and promotes the success of
and robust business valued relationships our industry.
environment. making us stronger
as a whole.
Learn more at www.arda.org/membership.
4 | TheResortProfessionals’monthlyNewsJournalsince1987 TellthemyousawitinTheTrades
FROM THE PUBLISHER
Resort Nation: Your World is Changing
Iknow,Iknow….Tellyousomethingyoudidn’t theycanexpecttotakeavacationannuallyfora
alreadyknow:Yourworldischanging.Manyofus specifiednumberofyearswithoutbecomingentailed
inthetimeshareindustryarefightingitbylooking foralifetimeofmaintenancefees.Andsoweneed
Sharon Scott Wilson, RRP forculprits.Recently,onebloggeropinedthatthe anewtermotherthantimeshare(perhapsonemight
Publisher Resort Trades AmericanResortDevelopmentAssociation(ARDA) arguethere’snosharing-costs-with-a-developer
hasbeenmovingawayfromrepresentingresort involvedanymore).Vacationorsharedownership
developmentcompaniesformanyyearsandsug- won’tworkwiththisnewmodelsincethere’sno
gestsit’stimefortheassociationtorenameitself. ownershipinvolved.Ifyouleaseacar,youdon’town
ThewritergoesontomournthedayswhenARDA it,afterall.
principallyrepresentedindependenttimeshareresort
developers.He’snottheonlyone,that’sforsure.But Listentocablenewsorsatelliteradioandyou’re
therealityisthe“olddays”aregoneforever. hearingmoreandmoreadspromotingcancellation
companies.It’stimetoshakeoffourwidow’sweeds.
“Sellingaright-to-usetypetimeshareintheU.S. Thetimeforlamentationisover.Faceit:thefew
hasbeenintheindustrynewsafewtimesinrecent developersstillbuildingnewresortprojectswillsoon
years,”commentsDougMilbrath,presidentofthere- probablynumberinthesingledigits. Themostsuc-
saleadvertisingcompanyBayTreeSolutions.“Isaw cessfuloftheseareevennowsellingprepaidvaca-
thatstaySkyVacationClubsinOrlandowasrolling tionswithouttheencumbranceofadeededinterest,
outafive-or–ten-yearlease.Generallythiswould nottimeshare.
beamovetowardaDiamondResortsstyleowner-
shipinwhichownersbuyintoatruststructure.When Ifyou’reaprofessionalworkinginthisindustry,
theownershipiscompletelynon-deeded,it’smuch you’reprobablyalreadywonderingwhereyou’llbe
lesscostlytoforecloseandgettheinterestbackinto infive-to-tenyears.Iwouldencourageyoutotake
RESORT
thesalesroom.Developerspromotingthisproduct heartifthingsappeartobetumultuoustoyouright
canmaintaincontrolofahomeownerassociation now.Weare,indeed,inastateofflux.Itseems
(HOA),orbetteryet,nothaveaHOAatall.Some ourindustryhasbeenthreatenedtimeandagain
Trades developershaveembracedthis,FestivaResortsbe- throughoutthepast40-to-50yearsand,yet,smart
ingoneofthem,offeringa30-yearlease.” peoplefindsolutions.Creativeanswersarefound.
LibertéManagementPresidentDennisDiTinno Peoplewillalwaysneedvacations.Justlikeweneed
andTimeshareAdvisory&ResolutionServices music,art,theater–weneedjoyinourlives;people
LLC(“TARS”)PrincipalandGeneralCounselMarty needtofeedtheirsouls.Afterall,thingsthatbring
Kandelrecentlylaunchedaprogramtheycall’Back usjoyarewhyweworksohard.Andwherethere’s
in5’,whichwillbecomeamodelforindependently aneed,therewillbethosewhoperceiveofthisneed
managedresorts.Inexchangeforpayingfiveyears’ andmovetoanswerit.We’lljustneedtochange
worthofthemaintenancefeesinadvance,new ourmodel.We’llhavetobecometheUberorLyftas
‘owners’receivealltherightsandprivilegesoffull comparedtothetaxi.We’llneedtobethehorseless
intervalownershipfortheirfiveyearsofownership carriage,theelectriclightbulb,thecellphone.
afterwhich,thecustomercaneitherpurchasean
extensionofyears,a‘traditional’timeshare,orsimply OurbloggersuggeststhatARDAneedstochange
walkaway. itsname.PerhapsARDAneedstochangeitsentire
focus.(Pleasedon’tshootmeforsayingthat!)It
Milbrathobservesthatmanycompaniesaremov- wouldnotbesurprisingtoseeARDAtakethelead
ingtothe“Bluegreen”model,“…adeededowner- inrethinkingtheprepaidvacationindustry.Iwould
shipthatisheldentirelyintrustfortheownerbythe imagineitwillhavetodoitsoonerorlater;itmight
resort.Thisway,Bluegreencanmakechangestoits aswellbenow.SendyourthoughtstoSharon@
programorresortinventoryasneeded,foreclosure TheTrades.com.I’dlovetohearthem.(Butplease
iseasier,andthere’snorealHOAactivitytospeak begentle.)
of.InthelastfewyearsMarriottandSheratonhave
startedsellingbasicallythesamething.Inmyexperi-
ence,nothavingmuchofanHOAisactuallymore
attractivetobuyers.Mostoftoday’sownersreally
aren’tinterestedingettinginvolvedwiththeirHOAs,
andmostseemtobemorethanwillingtotrustthe
resorttomanagethepropertywithoutdirectowner
input.”
Thesearejustafewexamples.Therearemany
moreoptionsbeingofferedtoconsumerswhereby
TheResortProfessionals’monthlyNewsJournalsince1987 TellthemyousawitinTheTrades 931-484-8819 | www.ResortTrades.com | May 2018 | 5
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6 | TheResortProfessionals’monthlyNewsJournalsince1987 TellthemyousawitinTheTrades
Top Team Members
A A
dvdervteirsteirssers
Meet the People Who Make
RESORT
Contents the Resort Industry Great!
AdventureGolfServices iPlayCo
www.adventureandfun.com..............................8 www.iplayco.com.............................................11
by Marge Lennon
AlliedGroupHospitalityRenovation Jani-KingInternational,Inc.
www.addastar.com.............................................7 www.janiking.com..............................................5
AMTEX KayParkRecreationCorp. Sherry Reynolds
www.myamtex.com..........................................19 www.kaypark.com..............................................5
Articles are online for ease of reading & sharing. Visit us today! Guest Services Manager,
AppliedScienceLabs KenyonInternational,Inc.
www.vaxinatewith88.com................................20 www.cookwithkenyon.com.............................22 Harbour Lights Resort
ARDA LaMotteCompany Bluegreen Corporation
Top Team Members: www.arda.org......................................................3 www.lamotte.com/pool....................................15
AssuredTravel MasterCorp,Inc.
Meet the People Who Make the Resort Industry Great!...........................7 www.assuredtravel.com..................................20 www.mastercorpinc.com...................................7
ByMargeLennon ChlorKing,Inc. MeridianFinancialServices,Inc.
www.merid.com................................................31
www.chlorking.com.........................................11
ResortTravel&Xchange
CunninghamAssetRecoveryServices
Speaking Spa www.timesharenonjudicialforeclosure.com....14 www.rtx.travel.....................................................9
SendMeOnVacation
CustomerCount
Expert Advice on Adding This Popular Amenity.......................................8 www.sendmeonvacation.org...........................13
www.mobiusvp.com.........................................19
ByJudyKenninger,RRP SharonINK
Cutter&Buck
www.sharonINK.com.......................................29
www.cbextra.com.............................................31
SPISoftware.
DialanExchange,LLC
What to Look for at Your Resort for Recreational Options, www.spiinc.com.................................................9
www.daelive.com.............................................32
Steri-Fab
Spas and Gyms.......................................................................................10 Dogipot
www.sterifab.com.............................................15
www.dogipot.com............................................21
ByMaryA.Daust SunbriteOutdoorFurniture,Inc.
Everyware
www.sunbriteoutdoorfurniture.com...............22
www.everyware.com........................................23
TheBrookfieldCo
TheFrictionlessInteraction:HowTechnology FiberBuiltUmbrellas&Cushions www.thebrookfieldco.com...............................18
Sherry Reynolds says what she most
www.fiberbuiltumbrellas.com.........................12
TheChessHouse enjoys about her job is “making people
isChangingtheHospitalityIndustry........................................................12 GameroomConcepts www.chesshouse.com.....................................18
smile.” While her title is Guest Services
www.outdoorpooltables.com..........................29
ByMikeFlaskey TimeshareEscrowandTitle Manager, she is really much more. It
GasdickStantonEarly,P.A. www.timeshareresaleclosings.com................31
is no surprise that she was recently
www.sg-law.us..................................................23
named a finalist in ARDA’s awards
GlobalConnections
Can Resort Hotels Help Coral Reef Ecosystems
program in the Resort Department
www.exploregci.com.....................................5,13
and Make Money?...................................................................................16 HammerheadPatentedPerformance Manager category.
www.hammerheadvac.com...............................2
Sherry started her Bluegreen career
Refusing a Timeshare After a Parent Dies...........................................18 in 2001 at the company’s Shorecrest
Vacation Villas in Myrtle Beach. During
ByShepAltshuler
the years that followed, she has served
in housekeeping, as a pool attendant,
evening manager and in many Guest
A Waterpark or The Joys and Pitfalls of Waterparks
Services positions. For the past four
as a Resort Amenity..................................................................................20 years, she has headed the Guest
Cover: A themed soft playground system by
Services team at Harbour Lights
ByKelleyEllert
iPlayCO. Amenities like these add value and supporting activities, maintenance and
housekeeping.
keep customers coming back. (See Iplayco.com
Un Sector del Turismo Mexicano y de los Resorts
Her resort is a campus-style property
for more information.)
Los problemas más importantes de 2018 ...........................................22 with 19 three-story buildings. Since
there are only four elevators, this
PorJ.MichaelMartinez
presents a special challenge for the
Guest Services Team to navigate.
Each week, Sherry works with her
EveryResort,EveryMonth!
team to review and assign units in
Timeshare’smostwidely-readnewsjournal
Management&OperationsDirectoryListings...............................................10 order to accommodate owner requests
CEO/FoundingPublisher:James“Tim”Wilson
SupplierDirectory.............................................................................................24 Publisher/ManagingEditor:SharonScottWilson,RRP;[email protected] for the various unit types. She moves
Editor:KenRowland;[email protected] heaven and earth to fulfill their
Classifieds..........................................................................................................29 SalesManager:MarlaCarroll;[email protected]
preferences.
MexicoCorrespondent:J.MichaelMartinez;[email protected]
OnlineMedia&PressReleaseManagement:[email protected]
AccountingManager:CarrieVandever;[email protected] On the front line at every turn, she
Layout&Design:KenRowland
is an energetic leader … answering
SendPressReleases:[email protected] phones, checking in guests and
LikeusonFacebook.com/TheResortTrades
Joinusontwitter.com/ResortTrades servicing their needs. On heavy check
in days, she shadows the team at the
Marketing &SalesOffice:
20OurWayDrive registration desk, helping to facilitate
Crossville,TN38555 faster check-ins, communicate with
Join us on these networks... phone:[phone]*fax:[phone]
housekeeping and maintenance on
MediaKitRequests:931-484-8819;[email protected] units needed and re-assigning units on
Reprints:[email protected]
the spot to accommodate guest needs.
EditorialOffice
WilsonPublicationsLLC
To enhance the check-in experience,
POBox1364,Crossville,TN38557
CEO:James“Tim”Wilson she has orchestrated a welcome
All articles are online for ease of Publisher:SharonScott,RRP reception that includes lemonade,
reading & sharing. ResortTrades–thetimeshareindustry’sonlytruenewsjournal–providesrelevant,timelynewstoassistresortdevelopers,operatorsandmanagementstaffstay cookies, popcorn, a candy bar, coffee
currentandmakebetterbusinessdecisions.ThesupertabloidprintversionisdistributedtwelvetimesannuallytoeveryresortintheU.S.andissupportedbyan or hot tea … even cotton candy
VISIT US TODAY! interactiveonlinenewsresource,ResortTrades.com.Adigitalversion,plusanewsletter“ResortNation”,isemailedmonthlytoasubscriber-baseofapproximately
25,000viewersincludingsenior-levelexecutivesatdevelopment,managementandtimeshare-relatedtravelcompanies.ResortTrades.comistypicallyratedin and face painting to keep guests
thetopthirdofthefirstpagebythemajorsearchengineswhensearchingontimeshareindustryrelatedtopics.Copyright©2018byWilsonPublications,LLC.All
rightsreserved.NopartofthisperiodicalmaybereproducedwithoutthewrittenconsentofResortTrades.ResortTradesdoesnotacceptunsolicitedfreelance entertained while waiting for their
WWW.RESORTTRADES.COM manuscripts,nordoesitassumeresponsibilityfortheirreturn.ResortTradesispublishedmonthly,twelvetimesayearbyWilsonPublicationsLLC,POBox1364,
rooms to be cleaned.
Crossville,TN38557.PRINTEDINUSA
TheResortProfessionals’monthlyNewsJournalsince1987 TellthemyousawitinTheTrades 931-484-8819 | www.ResortTrades.com | May 2018 | 7
Top Team Members
Meet the People Who Make
the Resort Industry Great!
LaMotteCompany
www.lamotte.com/pool 19
by Marge Lennon
LegacySolutionsInternational
www.legacysolutionsinternational.com 23
LiberteResortManagementGroup Sherry Reynolds
www.libertemanagement.com 27 Always an excellent communicator and
Guest Services Manager,
MasterCorp,Inc. motivator, last year she took on the R E S O R T S
www.mastercorpinc.com 17 Harbour Lights Resort added challenge of becoming an H3
MeanGreenMowers Bluegreen Corporation (Hospitality Happens Here) Trainer. L I F E S T Y L E
www.meangreenproducts.com 21 As Systems Trainer, Sherry covers
MeridianFinancialServices,Inc. the Guest Services Training with F U L L S E R V I C E
www.merid.com 29
both of Bluegreen’s reservations
MilitaryMedia,Inc. systems (TSW and AS400) as well S E L E C T S E R V I C E
www.militarymedia.com 21
as Hospitality Training and trains
L U X U R Y
NationalBankofArizona every system used by the Front
www.nbarizona.com 15
Desk, including Choice rental booking
NationalHospitalityGroup system, RCI and a credit card
www.nhg.holdings 30
processing system. Having received
ResortManagementServices
training from another Certified Trainer,
www.resortmanagementservices.com 37
she now travels to other sites to
ResortTravel&Xchange
train teams and individuals, working
www.rtx.travel 20
tirelessly on task forces for new
SellMyTimeshareNowLLC
properties coming online.
www.sellmytimesharenow.com 39
SenaHospitalityDesign,Inc
Sherry volunteered to task force in Experts in the hospitality renovation business serving all sectors since 1987
www.senahospitality.com 25
Virginia for two months as Guest
SendMeOnVacation Our team is honest, dependable and laser focused on client satisfaction
Services Manager, leaving her own
www.sendmeonvacation.org 20
Sherry Reynolds says what she most
exceptionally well-trained department Licensed in 40 states with offices in NJ, TX, TN, and FL
SPISoftware. enjoys about her job is “making people
in very capable hands. Her team
www.spiinc.com 39
smile.” While her title is Guest Services To learn more ADDA STAR.COM or Call
routinely performs their own QA
Manager, she is really much more. It
reviews, Internal Audit reviews and 732.751.2522
www.sterifab.com 25
is no surprise that she was recently
follows their customer service feedback
SunHospitalityResortServices named a finalist in ARDA’s awards
www.sunhospitality.com 23 Medallia scores and comments.
program in the Resort Department Sherry has lead this team to a level Robert Smith, Chief Satisfaction Officer, ext. 110 | Ken Phillips ext. 139
SunbriteOutdoorFurniture,Inc.
Manager category.
www.sunbriteoutdoorfurniture.com 32 of self-analysis, engaged in actively
helping each other improve their levels
TheBrookfieldCo
Sherry started her Bluegreen career
www.thebrookfieldco.com 5 of customer service daily. She is
in 2001 at the company’s Shorecrest
proud of the fact that her department
TheChessHouse
Vacation Villas in Myrtle Beach. During
www.chesshouse.com 36 associates are capable of handling
the years that followed, she has served
TimeshareEscrowandTitle any guest issue that may arise, always
in housekeeping, as a pool attendant,
www.timeshareresaleclosings.com 33 empowered and engaged in the
evening manager and in many Guest
TimeshareMakeover resolution of guest issues. Although
Services positions. For the past four
www.timesharemakeover.com 35 there are always far more guests
years, she has headed the Guest
TimesharesOnly requests than associates to fulfill each
Services team at Harbour Lights
www.timesharesonly.com 17 need, Sherry handles every guest wish
supporting activities, maintenance and
TrackResultsSoftware with a smile and happy disposition.
housekeeping.
www.TrackResults.com 10 More reasons why she is loved.
TradingPlacesInternational
www.tradingplaces.com 7 Her resort is a campus-style property Always a team leader, last year she
with 19 three-story buildings. Since
VacationResortsInternational led the initiative for all Myrtle Beach
www.vriresorts.com 7 there are only four elevators, this resorts to collect items for Hurricane/
presents a special challenge for the
flood relief for Houston. Whatever the
Guest Services Team to navigate.
cause, Sherry eagerly puts in the hours
Each week, Sherry works with her
EveryResort,EveryMonth! and work to get the job done. She was
team to review and assign units in
Timeshare’smostwidely-readnewsjournal honored with her resort’s Gung Ho
order to accommodate owner requests
CEO/FoundingPublisher:James“Tim”Wilson award in 2017 and is deeply involved
for the various unit types. She moves
Publisher/ManagingEditor:SharonScottWilson,RRP; in a host of community charities,
KenRowland; [email protected] heaven and earth to fulfill their
including Back Pack Buddies, Helping
SalesManager:MarlaCarroll;[email protected]
preferences.
MexicoCorrespondent:J.MichaelMartinez;[email protected] Hands, American Red Cross, the local Grow your business
OnlineMedia&PressReleaseManagement:[email protected]
animal shelter.
AccountingManager:CarrieVandever;[email protected] On the front line at every turn, she
Layout&Design:KenRowland
is an energetic leader … answering
Originally from Rockingham, NC, Grow your career
SendPressReleases: phones, checking in guests and
LikeusonFacebook.com/TheResortTrades Sherry is one of nine siblings. When
Joinusontwitter.com/ResortTrades servicing their needs. On heavy check
not helping guests, she enjoys scuba
in days, she shadows the team at the
Marketing &SalesOffice: diving, hiking and horseback riding. with MasterCorp
20OurWayDrive registration desk, helping to facilitate
When associates need help – whether
Crossville,TN38555 faster check-ins, communicate with
phone:[phone]*fax:[phone] it is housing, clothing, medical help
housekeeping and maintenance on or just someone to talk to – they are The Leader in Hospitality Services
MediaKitRequests:931-484-8819; units needed and re-assigning units on
never without support. Congratulations,
the spot to accommodate guest needs.
Sherry, on being named and ARDA
Editorial We are People Proud!
finalist!
WilsonPublicationsLLC
To enhance the check-in experience,
POBox1364,Crossville,TN38557 Marge Lennon has been a publicist
James“Tim”Wilson she has orchestrated a welcome
and writer for the timeshare industry for
SharonScott,RRP reception that includes lemonade,
over three decades. Her byline appears
ResortTrades–thetimeshareindustry’sonlytruenewsjournal–providesrelevant,timelynewstoassistresortdevelopers,operatorsandmanagementstaffstay cookies, popcorn, a candy bar, coffee frequently in industry publications. She
icnuterrreancttivaendonmlinaekenbeewtsterrebsuosuirncees,s.dAedciigsiiotanlsv.eTrshieons,uppleurstaabnloeiwdspleritntetrve“RrseiosonritsNdaistitorinb”u,tiesdetmwaeillveedtmimoensthalynntouaallysutobsecvriebreyr-rbeasosertoinfathpeprUo.xSim.aantedlyissupportedbyan or hot tea … even cotton candy most enjoys writing articles that are applymc.com
25,000viewersincludingsenior-levelexecutivesatdevelopment,managementandtimeshare-relatedtravelcompanies.istypicallyratedin and face painting to keep guests “interview driven” and writing ARDA
thetopthirdofthefirstpagebythemajorsearchengineswhensearchingontimeshareindustryrelatedtopics.Copyright 2018byWilsonPublications,LLC.All
rightsreserved.NopartofthisperiodicalmaybereproducedwithoutthewrittenconsentofResortTrades.ResortTradesdoesnotacceptunsolicitedfreelance entertained while waiting for their award nominations, with an impressive
manuscripts,nordoesitassumeresponsibilityfortheirreturn.ResortTradesispublishedmonthly,twelvetimesayearbyWilsonPublicationsLLC,POBox1364, rooms to be cleaned. track record of wins over the years.
Crossville,TN38557.PRINTEDINUSA
8 | TheResortProfessionals’monthlyNewsJournalsince1987 TellthemyousawitinTheTrades
(numberoftreatmentrooms,lockerroomamenities,
Speaking Spa
wetareasornot)andtheconcept.Thefeasibilitydriv-
ersdeterminethenutsandboltsofthespaandallow
Expert Advice on Adding This Popular Amenity ittobedesignedformaximumutilization.Theconcept
determinestheguestexperienceandtiesdesignele-
mentstotheoverallvisionandconcept.
byJudyKenninger,RRP
Whataretypicalprofit-sharingarrangements?
Howdoesthiswork?
Vacationsareallaboutre-
“Do not bring on a spa consultant who can-
laxation.Foranincreasing Theserangewidelyacrosstheindustryandthere
not support the ongoing operations man-
numberofus,thatmeans arenosetsplits.ForISMSpa,wehavetwomodels,
agement of the spa. Otherwise the property
takingtimeforpampering arevenuesharemodelandamanagementfeewith
ataspa.Infact,theglobal could be in a situation where they have a profitsharemodel.Inourrevenuesharemodel,it
spamarketisforecast beautifully designed and overbuilt spa and isexactlythat,thepropertyandISMSpasplitthe
toriseatacompound no support in running it.” revenueandwetakeontheoperationalburdenofthe
annualgrowthrateof spaincludingalloftheemployees,products,supplies,
5.66percentfrom2017to seeADR’snorthof$200withastrongtransientguest marketing.Inamanagementfeewithprofitshare
2021,Technavioreports. segment. modelwetakeonthesameoperationalburdenbut
Shouldyourresorthar- theclientholdsthebookkeepingandoncethespahits
nessthistrendandadda Whataresomeotherconsiderations? aprofitthresholdweshareintheoverage.
spa?Here,IlanaAlbericoco-founderandpresidentof
ISMSPA,acompanyofferingconcepttocompletion Researchshowsthathavingthespaamenitysimply Whendoesitmakesenseforaresorttobring Whattypesof“minispa”facilitiesarepossible?
andongoingmanagementofspaandwellnessinthe availableincreasesADR,soweknowthatguestsap- inaspaconsultanttohelpthemgetthespaoff Whatservicesarebestinthistypeofoperation?
hospitalityandresidentialindustries,providesinsider preciatetheoptionandperceiveapropertywithaspa thegroundv.bringinginanoutsidecompanyto
tipsonhow(orwhether)todojustthat. asmoreattractive.Thefirstthingtoconsiderisresort’s installandrunthespa? Wellnesscanbeaccessibleregardlessifthereisa
brandandwhyguestsarecomingtotheproperty. spaonproperty.Ifweatherpermits,youcancreate
Whenaddingaspatoanexistingresort,isthere Geographyplaysarole.Iftheresortisadestination Donotbringonaspaconsultantwhocannotsup- wellnessstationsaroundyourpoolorpropertyusing
atypicalAverageDailyRateabovewhichaspa property,itmusthaveaspaoffering.Ifaspaisinan porttheongoingoperationsmanagementofthespa. cabanasfortreatmentrooms.Youcanuseathird-par-
makessense? urbanenvironment,thecompetitionforotherspaof- Otherwisethepropertycouldbeinasituationwhere tyapp,suchasSootheorZeel,toaccesstherapists.
feringsmaybetoohigh.Inthiscase,aresortmaybe theyhaveabeautifullydesignedandoverbuiltspa Justrememberthatthesetherapistsarenottrainedin
IsuggestlettingtheADRguidethecaliberofspayou abletopartnerwithanexistingdayspatodrivethat andnosupportinrunningit.Wehaveseenthistoo yourbrandstandardsandwouldsimplybestandingin
shoulddevelop.BecauseADRfluctuateswiththe experiencefortheguest.Thinkaboutthesizeand manytimes.Thatbeingsaid,anytimethereisaspa ondemand.Youcanalsoutilizeaspamanagement
seasonandmixofguesttype,whenlookingatadding scopeofthespa.Weliketobuildspastobefinancially beingdesignedthereshouldbeaspaconsultantdriv- companyoralocaldayspatodevelopwellnesspro-
aspaoffering,evaluatetheguestdemographicand feasible.So,werecommendthatatleast60percentof ingdesigndecisions.Thedesignofthespashould grammingusingyourfitness,poolandpropertyand
mix.Typically,forahighlysuccessfulspa,weliketo thespaceisrevenue-producingsquarefootage. bedirectlylinkedtotwothings,thefeasibilitydrivers provideongoingmanagementofthoseprograms.
TheResortProfessionals’monthlyNewsJournalsince1987 TellthemyousawitinTheTrades 931-484-8819 | www.ResortTrades.com | May 2018 | 9
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(numberoftreatmentrooms,lockerroomamenities, it’shighlydoubtfulthattheywillbeabletoprovideyou
Speaking Spa
wetareasornot)andtheconcept.Thefeasibilitydriv- thesupportneededoncethespaisopenunlessthey
ersdeterminethenutsandboltsofthespaandallow severelylimittheirclientload.
ittobedesignedformaximumutilization.Theconcept 2. Duringthefinancialfeasibilityphase,you’ll
determinestheguestexperienceandtiesdesignele-
produceaproformaforme.Onceyoucheckbackin
mentstotheoverallvisionandconcept.
onclientsayearafteropening,withinwhatpercent-
ageisyourproformatotheactualperformanceofthe
Whataretypicalprofit-sharingarrangements?
spa?MayIhavethenameofarecentprojectthatyou
Howdoesthiswork?
haveworkedwithandcheckedbackwithregarding
theirperformanceasareference?
Theserangewidelyacrosstheindustryandthere
3. Canyousharephotosandexamplesofspa
arenosetsplits.ForISMSpa,wehavetwomodels,
conceptsthatyouhavecreatedsoIcanseeyour
arevenuesharemodelandamanagementfeewith
profitsharemodel.Inourrevenuesharemodel,it Shouldresortsconsideringthispossibilitysimply creativecapability?
isexactlythat,thepropertyandISMSpasplitthe reachouttospasintheirarea? 4. Whatisyourmethodologyofintegratingthe
revenueandwetakeontheoperationalburdenofthe spaintotheresort’soperations?
spaincludingalloftheemployees,products,supplies, Themostimportantthingwhenmovinginthisdirec- 5. Howdoyoumarketthespatotheoutside
marketing.Inamanagementfeewithprofitshare tionistovetthedayspa.Callthedayspaandbook community,ifapplicable?
modelwetakeonthesameoperationalburdenbut aservice.Seewhatthefrontdeskislike.Arethey 6. Howdoyourecruitemployeesforthespa,
theclientholdsthebookkeepingandoncethespahits accommodating?Aretheytrainedindescribingthe andwhotrainstheemployees?Whatstandardsand
aprofitthresholdweshareintheoverage. services?Aretheyelegantlyup-sellingyou?Ifthe methodsdoyouusetotrainemployees?
answerisno,don’twasteyourtime.Ifyes,goinand
7. Haveyouownedyourownspas?Thisisa
Whendoesitmakesenseforaresorttobring
Whattypesof“minispa”facilitiesarepossible? getatreatment.Isthedayspaclean?Aretheprovid-
reallyimportantquestion.Havetheyputtheirmoney
inaspaconsultanttohelpthemgetthespaoff Whatservicesarebestinthistypeofoperation? ersinuniform?Isthereamanageronpropertyoris
wheretheirmouthis?Havetheyoperatedresortspas
thegroundv.bringinginanoutsidecompanyto theownerstillhavingtorunthebusiness?Ifyoufeel
asaspadirector?Havetheyworkedinacorporate
installandrunthespa? Wellnesscanbeaccessibleregardlessifthereisa confidentintheupkeepofthefacility,themanage-
officeforahotelorspamanagementcompany?
spaonproperty.Ifweatherpermits,youcancreate ment,themassagequalityandthefrontdeskthenthis
Donotbringonaspaconsultantwhocannotsup wellnessstationsaroundyourpoolorpropertyusing couldbeagoodpartner.Inthissituationthebench
porttheongoingoperationsmanagementofthespa. cabanasfortreatmentrooms.Youcanuseathird-par- strengthofthedayspaisimportantasisthetraining
Otherwisethepropertycouldbeinasituationwhere tyapp,suchasSootheorZeel,toaccesstherapists. ofthetherapists.It’salsocriticaltoclarifywhowillbe
theyhaveabeautifullydesignedandoverbuiltspa Justrememberthatthesetherapistsarenottrainedin providinginsurance.
andnosupportinrunningit.Wehaveseenthistoo yourbrandstandardsandwouldsimplybestandingin
manytimes.Thatbeingsaid,anytimethereisaspa ondemand.Youcanalsoutilizeaspamanagement SixQuestionsforPotentialSpaConsultants
JudyKenningerisprincipalofKenninger
beingdesignedthereshouldbeaspaconsultantdriv- companyoralocaldayspatodevelopwellnesspro- 1. Doyouofferongoingmanagementsupport
Communicationandhasbeencovering
ingdesigndecisions.Thedesignofthespashould grammingusingyourfitness,poolandpropertyand andinwhatcapacity?Findoutiftheconsultantisa
thevacationrealestateindustryfornearly
bedirectlylinkedtotwothings,thefeasibilitydrivers provideongoingmanagementofthoseprograms. smalloutfitofoneortwopeople.Ifthisisthecase, twodecades.
10 | TheResortProfessionals’monthlyNewsJournalsince1987 TellthemyousawitinTheTrades
M
What to Look for at Your Resort for Recreational
Options, Spas and Gyms
Management and Operations
byMaryA.Daust
D
haveoneonsite,it’sagreatplantoknowsomethat
areclosebythatyouliketoreferyourguestto.Ihave
beentoresortswherethereistheoptionofinroom
serviceswhichisalwaysniceforsomethinglikea
Getaways Resort Management
couple’smassages.Unfortunately,Ihavebeenata PO Box 231586
Las Vegas, NV 89105 USA
fewresortswheretheirefforttocreateaspadidn’t
Phone 1: [phone]
reallyturnoutasplanned.Itisreallyimportantwhen
Email: [email protected]
tryingtoofferarelaxingservicethattheclientreally Website: www.GetAwaysresorts.com
Contact: Thomas A. Johnson
canrelax.Thereisnothingworse(wellthesmelly
Specialty: When you need winning strategies,
gymmightbecomparable)thanwhenyoupayfor not just promises from your resort management
company, put GetAways more than 25 years of
amassageandthespacehaspoorinsulationand
resort management experience to work for your
youcanheareverythinginthesurroundingrooms. resort. With close to 50,000 owners/members
RecentlyIwasatapropertyandtheytookanoffice under management in four countries, GetAways
has a proven reputation for providing Game
spaceoffthelobbyandcreatedamassageroom.
Winning Solutions.
Themassagetherapistwasamazing,probablyone
ofthebestmassagesever,butsadlyIcouldhear
peoplecheckinginatthefrontdesk,peopleinthe
lobbyandthemanagertalkingtoemployees. Itwas Grand Pacific Resort Management
5900 Pasteur Ct Ste 200
impossibletorelaxandenjoythemoment.
Carlsbad, CA 92008 USA
Phone 1: 760-827-4181
Everytravelerisdifferent,thereasonspeopletravel FAX: [phone]
Mostwouldagreethegoalofavacationistounwind, planandbudgetforifatallpossible.Sometimesit Email: [email protected]
aredifferentandeverypropertyisdifferent.Doyour
de-stress,andspendtimewithlovedones. Weall simplyisn’tfeasibleduetospacerestrictions. Ifthat Website: www.gprmgt.com
besttocapturealltheamazingthingsthatmakeyour
haveourowninterpretationofwhatactivitieshelp isthecase,consideraddingsomeamenitiestoeach Contact: Nigel Lobo
destinationspecial.Askyourguests/ownerswhat Specialty: For decades, we’ve created experiences
toaccomplishthosegoals.Personally,Ivacation roomsuchasweightsandafitnessball.Ifyoudo
worth sharing—from the moment you start
withchildrenandIliketohavealotofrecreational haveagymonsiteitisimperativeyoukeepitclean theywantandjustremembermostpeoplewantto
dreaming of your vacation to long after you
optionsforthewholefamilyandadultsonly.Others anduptodate.Thereisnothingworsethantrying relaxandhavefun.Makesureyourownersknowall
return home. We tailor our services to preserve
aren’talwayskidcentricandtheirpreferencesare toworkoutinasmall,smellyspacewithoutdated theiroptionsandfindwaystomakeiteasierforthem the distinctive experience offered by your resort,
morebasedonadultactivities.Resortsneedtohave equipment. tohavefunandrelax. delivering exceptional results based on our
optionsthatappealtoalldifferentdemographics.
longevity and your vision. Our collaboration,
Whateveryourcustomers’preferencesare,Iamsure Ifaresortcannotprovideafitnesscenter,theprop- consistency, and hands-on approach ensure your
whenbookingareservationforatimeshareorhotel, ertyshouldaimtoprovidealistoflocaloptionsfor success. Owners vacation with us because they
theypayattentiontotheseoptionsorlackthereof. physicalactivity.Forinstance;let’ssayyourresort appreciate our service culture. Associations stay
with us because of the financial strength we build.
areaisknownforthelocalhiking,whitewaterrafting
orotherwaystobeactivewithoutagym.Ifthisisthe
case,allofthoseoptionsshouldbecommunicated
Sign up online at
withtheguestatcheckinand/orwithintheunit.An-
ResortTrades.com for
otheroptionistocreatearrangementswiththelocal
RESORT WEEKLY – the
gyms,fitnessclassesorpoolsthatyourresortguest
insider’s online resource.
canuseatnofeeoraveryminimalfee.
Each month, RESORT
Desirablerecreationaloptionscanincludemanydif- WEEKLY provides
ferentthings.Toonefamily,desirablerecreational
subscribers with the latest
optionscouldmeanorganizedkidsactivities,su-
timeshare industry news of
pervisedwaterparksorpoolareas,anarcadeand
the day.
movienightssotheadultsareabletohavesome
Join Here: http://
timealone.Toanotherguestdesirablerecreational
optionscouldbelocalwatersports(kayak,paddle resorttrades.com/
boarding,boating,andfishing)andtoanotherfamily resortnation/
itcouldrepresentlocalhistorytoursandmuseums.
WithoutadoubtIcansayallguests/ownersappre-
ciateandvalueonsitefoodandbeverageoptions.
Obviouslythisoptionisn’talwaysavailableandwhen
Forthosewhodesiretoworkoutregularly,asched-
itisn’tthepropertyshouldbereadyandpreparedto
ulethatrequiresalotoftravelingcanthrowakinkin
telltheguesttheclosestoptions. Perhapsmakear-
aguest’sfitnessplan.Justbecauseit’shardtokeep MaryDaust,ASID,LEEDAPID+C,isVPofHos-
rangementsfordeliveryfromlocalrestaurants.
astandardroutinewhileontheroad,doesn’tmean
pitalityResources&Design.AFlorida-licensed
theathletictravelerdoesn’ttry.Iencourageallresorts
WhentimepermitsandifitisconvenientIalwaysen- designer,shespecializesinhospitalitydesign,
tohavea notablegym. Itshouldbesomethingyou
joyaspawhenonvacation.Ifyourpropertydoesn’t renovationsandrefurbishments.