Kevan Beall
CustomerCountTM and Resort Trades have announced the first recipient of the Customer Engagement Professional (CEP) Award. The award, which recognizes outstanding leaders who exemplify customer engagement within the resort/hospitality industry, was bestowed upon Kevan Beall, General Manager of Breckenridge Grand Vacations (BGV) Breck Inn Hotel. The Breck Inn is a hotel that the company operates primarily for tour guests. Since receiving the award, Kevan has been promoted to Assistant GM for BGV’s brand new resort, the Grand Colorado on Peak 8.
Kevan was selected from a group of five exceptional finalists. The others in this elite group were: Ionela Breha, Ocean City Region Manager, Defender Resorts; Marietta “Etta” Brown, Resort Manager, Global Connections’ Bamboo Beach Club; Amanda Dolan, Resort Manager, Coronado Beach Club, Grand Pacific Resorts and Erin O’Brien, Resort Manager, Red Wolf Lakeside Lodge, Grand Pacific Resorts.
Kevan and Breckenridge Grand Vacations are profiled in the February issue of Resort Trades. Two trophies are being presented; one for the company and one for the individual CEP.
According to Kimberly Tramontana, VP of Operations for BGV, “Kevan Beall has a remarkable capacity to keep track of all aspects of management and exhibits great leadership skills in the process.”
The 25-year-old hospitality professional was selected based on a detailed matrix of hospitality and customer engagement qualifications created especially to measure candidates for this coveted award. His understanding that little gestures of attention and service to guests makes the difference between an ‘OK’ stay and a ‘WOW’ vacation experience, was one of the most noticeable comments on his application for consideration.
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 new award.”
Sharon Scott, 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 new 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.”
The criteria and rubric for the award were created by Dr. Amy Gregory, RRP, Assistant Professor/University of Central Florida. Independent judges come from the Crossville, TN area where Resort Trades is headquartered.
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.
“Professional Customer Engagement individuals 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 Breckenridge Grand Vacations’ Kevan Beall as our first honoree,” 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 distributed monthly to every resort in the U.S., as well as to a subscriber-base of senior-level executives at development, management and timeshare-related travel companies. Resort Trades offer display advertising, classified advertising, directory listings, as well as monthly industry news and press releases, global analysis articles and in-depth interviews with industry professionals and business leaders. For more information visit www.resorttrades.com
Created in 1984, Breckenridge Grand Vacations (BGV) was built by brothers Mike and Rob Millisor and friend Mike Dudick upon the belief that the success of their company would be determined by the positive impact it had on their owners and guests, employees and the community. The developers of the company also embraced the concept that BGV would be the best in sales if they were first and foremost the best in customer service. The company has embraced the Net Promoter methodology company-wide and consistently beats industry averages with its high scores. BGV now creates Grand vacations for nearly 22,000 owners and employs over 500 staff members. For information about sales positions email recruiting@breckgv.com.
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