CustomerCountTM and Resort Trades have announced the recipient of the 2017 CustomerCount Customer Engagement Professional (CEP) Resort Trades Award.
The award, which recognizes outstanding leaders who exemplify customer engagement within the resort/hospitality industry, was awarded to Jeff Brock, General Manager of Grand Pacific Resort’s Carlsbad Seapointe Resort.
Jeff believes that customer engagement begins with taking care of the people who work for you. He’s inspired by the axiom “If you serve your associates, they will serve your guests.” To that end, our winner hosts an annual Thanksgiving dinner in his home for his associates and also personally serves champagne to guests checking in on Sunday mornings.
Jeff’s dedication has improved resort ratings on TripAdvisor leaping from #9 to #5 out of 36 in Carlsbad, CA. Even when the resort was under full renovation. He has also led Grand Pacific Resorts in the Reputation.com score for the entire year with an average of 865 while the industry average is about 500.
Jeff was selected from a group of exceptional finalists who were nominated for the CustomerCount Customer Engagement Professional Resort Trades Award. Close runners up were Alberto Berriel, Raintree Vacation Club — Club Regina, Puerto Vallarta, and Joanni Linton, Breckenridge Grand Vacations –Grand Lodge on Peak 7.
Alberto does an amazing job for Club Regina, and he is credited for starting the resort’s annual Lemonade Day where employees’ children run lemonade stands and guests act as judges. Joanni has instituted a policy at Grand Lodge on Peak 7 whereby she or a member of her team responds personally to all guest post-stay surveys, regardless of how high or low they rank their resort experience. Now that’s customer engagement!
According to Robert Kobek RRP, president of CustomerCount, the nomination process included completing an online nomination survey to compile the nominee’s qualifications and qualities. “Our online feedback system measures and reports customer feedback through branded, customized online surveys, and this system can be utilized in numerous ways–including an efficient method in determining the winner for this award for its second year.”
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.
Sharon Wilson, RRP, publisher of Resort Trades, said, “We are proud to co-sponsor this important recognition. Too often the people who deal with our guests directly do not receive the proper accolades they deserve. This award focuses on Resort Managers and Assistant Managers, as well as other hospitality professionals who work at the resort level and ensure that members, owners and guests enjoy memorable and carefree vacations. We will be featuring Jeff and Grand Pacific Resorts with a profile in the March issue of Resort Trades.”
“Customer Engagement Professionals deserve special recognition, as do the companies which promote this unique corporate culture awareness. Both CustomerCount and our partner in this endeavor, The Resort Trades are proud to have Grand Pacific Resorts and Jeff Brock as our second annual honorees,” said Bob Kobek.
CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries. For more information, visit www.customercount.com or call 317-816-6000. Follow them at http://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount.
Resort Trades is a broadside print publication distributed monthly to every resort in the U.S., as well as to a subscriber base of senior-level executives at resort development, management and travel companies. The Trades Publishing Company also hosts the resort industry’s most widely trafficked website, www.resorttrades.com, and distributes an eNewsletter, Resort Trades Weekly, each Thursday to 20,000+ subscribers. Advertising information is available by contacting Marla@TheTrades.com at 1-931-484-8819.
Headquartered in Carlsbad, California, a coastal city home to several of our beach resorts, the Grand Pacific Resorts team provides a memorable vacation experience to every guest at each property. Led by co-owners Timothy J. Stripe and David S. Brown, each with over 30 years of the vacation ownership experience, Grand Pacific Resorts has purposefully grown a family of charming resorts through development and partnership in some of the most desirable locations, including California and Hawaii.
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