Grand Pacific Resorts, a timeshare management company, is proud to announce that it won five (5) Gold awards at the 2018 American Resort Development Association (ARDA) Awards, held May 9, 2018 at Caesars Palace in Las Vegas, Nevada.
The ARDA Awards Program recognizes top industry professionals for their excellence and accomplishments in categories that enhance vacation ownership. Grand Pacific Resorts’ Gold Award Winners included Kelly Brady-Snyder – Inventory Revenue Management Manager, Sarah Fant – Housekeeping Manager, and Wisam Al Saffar – Maintenance Manager at MarBrisa Carlsbad Resort, and Grand Pacific Vacation Services – Call Center Team and Reputation Issues/Crisis Management.
Grand Pacific Resorts was also a finalist in six (6) other categories and is proud of its team’s accomplishments. The winners and finalists represented multiple disciplines through Grand Pacific Resorts: Housekeeping, Maintenance, Inventory, Call Center, Training, Marketing, Activities and Resort Management, which demonstrates the company’s overall commitment to excellence in the timeshare industry.
“We are extremely proud of our team and the recognition we received at ARDA World 2018,” said Co-President David Brown. “To win the same number of Gold awards as the largest companies in the timeshare industry, and have so many associates selected as finalists amongst top-tier hospitality brands, is a testament to Grand Pacific Resorts’ commitment and dedication to enhancing the owner experience. It is thanks to our incredible team of associates that we continually build on our success year after year.”
Grand Pacific Vacation Services (GPVS) – Call Center Team
This robust full-service call center handles both inbound and outbound calls, assisting with everything from Owners and general public reservations, exchanges and rentals, Owner education, inventory allocation, along with marketing and revenue management.
The team consists of 20 Vacation Specialists who are dedicated to Grand Pacific Resorts’ core purpose of creating experiences worth sharing through knowledgeable, caring service and outreach. The team firmly believes that customer care goes beyond the phone line. Vacation Specialists have become the face of a series of how-to videos produced to make Owners feel at ease with utilizing online services, and they attend annual Owner meetings answering questions in person, creating personal connections, and providing heartfelt service. Making that connection strengthens Owner relations and reenergizes the passion that Vacation Specialists have for the vacation experience.
Grand Pacific Resorts – Reputation Issues/Crisis Management
In 2017, when a series of wildfires forced evacuations at Grand Pacific Resorts’ southern California resorts and devastated local communities, this team provided real-time information and support via website channels, social media platforms, live chat and direct contact with call center agents. Owners and guests were provided with important information on evacuations, the status of their reservations and up-to-the-minute details on conditions in the region. Through these efforts, Owners and guests were kept abreast of changing conditions, relocated to sister resorts as necessitated by evacuations and were consistently able to reach Grand Pacific Resorts to ask questions and receive updates via multiple channels.
- Stacey Stanford, Grand Pacific Resorts Home Office – Training Manager
- Kendal Dean, MarBrisa Carlsbad Resort – Owner/Customer Relations Manager
- Dexter Carranza, Carlsbad Seapointe Resort – Activities Program Manager
- Jeff Brock, Carlsbad Seapointe Resort – Resort General Manager
- Grand Pacific Vacation Services – Inventory Revenue Management Program
- Grand Pacific Vacation Services, Marketing & Communications – Owner Guest Customer Engagement Campaign
About Grand Pacific Resorts
Grand Pacific Resorts creates experiences worth sharing for more than 70,000 owner families and tens of thousands of loyal guests each year. Based in Carlsbad, California, the resort management company tailors its services to preserve the distinctive experience offered by each destination. Owners and guests vacation with Grand Pacific Resorts year after year because they appreciate the team’s heartfelt service culture and passion for hospitality. For more information, visit GrandPacificResorts.com.
Lisa Wanzenried, RRP
Grand Pacific Resorts