LaTour Hotels & Resorts has achieved the TripAdvisor 2019 Certificate of Excellence Award on behalf of five of its resorts. This designation is presented to approximately 10% of total businesses on TripAdvisor that have consistently achieved great reviews over the past year.
Earning the achievement this year are Panorama Vacation Retreat at Horsethief Lodge in Panorama, British Columbia, Canada, Atrium Beach Resort & Spa in St. Maarten, Los Lagos at Hot Springs Village, Arkansas, Rangeley Lake Resort in Rangeley, Maine, and Tahoe Beach & Ski Club in Lake Tahoe, California.
TripAdvisor determines Certificate of Excellence recipients through an algorithm that takes into account the quality, quantity, and recency of user reviews, as well as the business’ tenure on the site. The business must maintain an overall TripAdvisor rating of at least four out of five stars, with a minimum number of reviews. The algorithm also takes into consideration any content integrity issues, animal welfare policies, and/or fraudulent activity associated with the listing.
LaTour Hotels & Resorts will be a sponsor at the 2019 Timeshare Board Members Association (TBMA) conference, May 19-21, in Providence, Rhode Island. Onsite resort managers and timeshare homeowners’ association board members will gather for the intensive three-day event that educates through a leading edge agenda covering new ground in the complex timeshare landscape.
In the interest of continuing education and knowledge sharing, Jon Mallows, Regional Director of Resort Operations for LaTour, has been invited to participate on a panel discussion. The conference will also allow for networking and building new relationships with resort leaders in the northeast part of the country.
“It is exciting to join TBMA once again in Providence to network and discuss critical issues facing the industry with association board members and industry colleagues,” said Mallows. “The interactive sessions provide great opportunities for learning and sharing of best practices.”
TBMA’s mission is to support those charged with the responsibility of governing and managing their timeshare resorts. TBMA is a non-profit that provides education, networking, resources, and solutions, and serves as a bridge between association members and industry professionals to help meet the challenges of the rapidly evolving vacation ownership industry.
LaTour Hotels & Resorts’ resort employees have recently undergone professional standardized training to ensure customers receive a consistently high level of service when visiting all of LaTour’s vacation resorts.
A total of 128 employees and team members were trained in late January and mid-February at 10 resorts in Florida and South Carolina, with more on the schedule for 2019 and 2020. Service partners Sun Hospitality and CRM of the Carolinas also participated, creating an inclusive learning environment and a united front for customers.
The training was conducted by Signature Worldwide, who deployed their Service Edge consultation, which is designed to educate front-line sales and service employees in service techniques that result in higher customer satisfaction. The benefits of the consultation are already being seen, with post-stay survey results from guests indicating huge improvements in customer service categories.
“Already we are seeing the survey results that say, ‘The overall resort experience exceeded my expectations,’” said Kristin Ingram, Director of Resort Experience for LaTour.
Ingram said the immediately measurable results of the training at one specific resort in Florida saw a positive survey result jump of 9.2 percent over just two months.
“These are huge improvements. I suspect we will continue to see forward leaps in service scores in the future,” she said.
This training is just one way that LaTour is showing its continued dedication to enhancing the guest experience at all of its managed properties.
The Atrium Beach Resort & Spa has made a full recovery after the devastation of Hurricane Irma swept through St. Maarten and surrounding islands in Sept. 2017.
The hardened building housed diplomats, employees and those aiding in the island’s recovery immediately following the storm, which left the island in a state of emergency for several weeks. The process of cleaning up was arduous, and the idea of hosting tourists again was put on the back burner as relief efforts focused on the basic needs of the residents of the island.
Slowly, the entire building, which had weathered 200 mph winds in the eye of the storm, was revitalized and remodeled in an ambitious construction project. Like a phoenix rising from the ashes, the resort has earned the prestigious RCI Gold Crown Resort® designation by RCI, based on guest feedback.
A select number of RCI affiliated resorts meet RCI’s requirements for recognition and have earned the RCI Gold Crown Resort award. These resorts have attained high levels of excellence in resort accommodations, hospitality and member experience ratings as measured by RCI through guest feedback.
What does it take to be a winner? A few years ago, CustomerCount and Resort Trades collaborated to explore how this question applies to the resort industry professional. Is it a matter of skills and training? How about an innate love of people and understanding the value of what a vacation brings to them? Does a person’s ability to make connections with others give them that special something?
The Greens at Bella Vista Resort General Manager Lacey Sauls was a finalist in the 2018 Customer Count Customer Engagement Professional Resort Trades Award, joining exceptional resort staff from around the nation.
“I was blown away to hear that I was a finalist for this prestigious award, it’s been very humbling. While I appreciate the nomination and support, I wouldn’t be where I am without my staff and all their hard work and dedication,” said Sauls. “I’m proud to be a part of an amazing team, internally and externally!”
Nominees were rated on extraordinary interactions with members/guests, remarkable improvements in on-site ratings of the resort, innovative training techniques and outstanding social media mentions and reviews. Nominations also included detailed insight regarding the leader’s performance and contribution showing how the nominee’s efforts and achievements have significantly impacted the team, company, and/or community.
Jon Mallows, Regional Director of Resort Operations, spoke of Sauls’ tireless efforts as GM.
“She is a well deserving leader with a passion for success,” he said. “What an amazing recognition. We thank her for her ongoing leadership and the example she sets in leading her property and team.”
Roger Bennett, Area Managing Director, works closely with Sauls.
“Leaders stand out by the nature of their commitment and the integrity of their character,” he said. “Lacey is a true friend and colleague and I enjoy all the moments we have together.”
The Trades Publishing Company, publishers of Resort Trades, the Resort Trades Weekly eNewsletter, and webmasters of ResortTrades.com, has been proud to co-sponsor this important recognition with CustomerCount since 2016.
The Greens at Bella Vista Village is managed by LaTour Hotels & Resorts. With more than 150 years of combined experience, the LaTour Hotels & Resorts team are proven leaders in resort management with a strong focus on rental management, timeshare, and HOA operations.
After further inspections of the property at Ocean Club Resort in N. Myrtle Beach, S. C., and with several employees who have not yet been able to return from evacuating, we have made the decision to remain closed through Thursday, Sept. 27, and plan to reopen on Friday, September 28. As you may know, this area has suffered damage from Hurricane Florence's winds, rains and resulting flooding.
If you have an upcoming reservation, please contact the LaTour Owner Service Team at 877-340-4971 to discuss changing your vacation plans. We will work with you to reschedule your vacation.
We thank you for your understanding and patience during this time and we will keep you updated as often as possible via the LaTour Facebook page as we receive updates from our resort team.
The governor of South Carolina has issued a mandatory evacuation of the entire S.C. coast beginning at 12 noon, September 11. The eastbound lanes of I-26 heading into Charleston and U.S. 501 into Myrtle Beach will be reversed when the order takes effect, opening all lanes to evacuees heading away from these areas and preventing anyone from entering these areas.
If you will miss your vacation or must leave early due to the hurricane, your usage will not be impacted and we will work with you to reschedule your vacation. Please contact the LaTour Owner Service Team at 877-340-4971 to discuss changing your vacation plans.
Resorts affected by this mandatory evacuation and will be closed until further notice are:
ISLAND OF HAWAII VOLCANO UPDATE
From the Island of Hawaii Visitors Bureau Download: May 7, 2018 Update
Travelers planning a trip to the island of Hawaii who have questions can contact the Hawaii Tourism United States Call Center at 1-800-GO-HAWAII (1-800-464-2924).For a copy of this and other updates, visit: http://hawaiitourismauthority.org/news/special-alert/.