RiverWalk Resort at Loon Mountain and Renee Blood exemplify excellence in Customer Engagement.
When the folks at RiverWalk Resort at Loon Mountain talk about extraordinary experiences, they might mean an exceptionally well-designed facility. Or they may be alluding to wonderful amenities. Perhaps they are talking about the vacation wonderland of New Hampshire’s the White Mountains. But the key to “experiencing the extraordinary” rests squarely on the shoulders of the staff of the four-season resort. And at the helm is General Manager Renee Blood, who ranked in the top ten nominees of the CustomerCount® Customer Engagement Professional Resort Trades Award (CEP).
Created four years ago by Bob Kobek of CustomerCount®, the CEP Award is given to outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry. Nominated candidates included managers, assistant managers, front desk staff members, and customer service team members who are in daily contact with members and guests. Companies who participated ranged from resort developers in the U.S. and Mexico, service providers, and management companies.
Companies who participate in the award receive equal recognition as the nominated individuals. Their corporate culture centers around customer service and engagement. This is why CEP honors both the entity and the team members who thrive in an environment that puts the customer first.
Each month, The Resort Trades has featured one or more of the top ten candidates for the award. This month the focus is on RiverWalk Resort at Loon Mountain and Renee Blood, who was nominated by Mark LaClair the owner/winemaker of Seven Birches Winery, on-site at RiverWalk Resort.
Back in the day, pre-Covid 19, RiverWalk Resort operated with a very high staff to guest ratio. As evidenced by high travel site ratings, these staff members were well-trained and very well-managed. The credit goes to Renee, a natural-born leader.
As Mark says “she manages by walking around; on the floor; in the yard; talking with guests. She manages from out front, not behind the desk. There are a lot of classically trained GMs out there,” he continued, “But she’s got leadership style with a super ‘x’ factor.”
This energy paid off during the stressful time of the quarantine and RiverWalk has rebounded well. In fact, the resort was so busy re-engaging employees proved to be a challenge. With full occupancy, but half a staff, Renee’s team is still pulling off “the extraordinary.” Even if it means doing the laundry herself!
The Resort is unique in that it houses a highly regarded winery, Seven Birches. Both the team at the Winery, as well as the Resort, partner in marketing the burgeoning Lincoln/Woodstock region of the Western White Mountains. Their philosophy is that the rising tide will bring everyone along. And it’s working. Renee’s marketing initiatives have helped position her resort to grow occupancy and revenues. Although not involved directly in fractional real estate sales, others see how happy customers and guests are. Renee’s management philosophy sets the stage for an operationally based sales effort.
When this GM walks into the resort every morning, she makes you feel as if you are in the right place, that you belong there. She instills energy and when her staff arrives, they feel it and it powers them to enthusiastically accomplish the myriad tasks it takes to keep the Resort humming. Renee’s positivity is infectious.
Mark says, “ I have watched her handle the most difficult guests with relative ease. Because her demeanor is positive, and because she listens and empathizes with customers, she is able to win them over and amicably resolve any issues. With respect to her staff, she has consistently shown how to make a positive attitude a skill. She has given even the most difficult staff positive opportunities to improve. If everyone were this positive, the world would be a better place.”
Extraordinary management. Extraordinary staff. Extraordinary amenities. Extraordinary location. Nestled in the gorgeous White Mountains of New Hampshire, RiverWalk Resort at Loon Mountain features the ultimate in luxury and amenities with spaces suites thoughtfully adorned with exquisite furniture and décor, private balconies, a full kitchen, fireplace, and a generous tub in each unit to soak away the day. There’s also a heated all-season pool and hot tub with breathtaking views of the mountains and there are some pet-friendly suites available for furry friends.
All this and wine too!
Georgi Bohrod, RRP is Principal of GBG & Associates, Inc., a Marcomm company located in San Diego, California.