Grand Pacific Resorts’ Plan for Continuous Improvement

Here at Grand Pacific Resorts, ensuring the success of our 20-plus managed resorts along with the health of the HOA is a collaborative, multi-team effort requiring continuous improvements along with new products and services, backed by decades of best practices expertise in creating exceptional vacation experiences.

Superior Vacation Services

Starting with the booking process and extending all the way to the onsite guest experience, we are committed to providing first-rate customer service at every touch point. Our Vacation Services Team tailors robust ownership solutions to each individual resort’s unique needs, combining effective financial strategies with service-oriented culture. Whether addressing delinquency reduction, rental solutions, owner engagement, brand management, or ensuring that we staff our call center with knowledgeable vacation specialists, we strive for complete owner satisfaction, which in turn improves both resort financial performance and HOA health.

Streamlined Booking Process

In order to ensure a seamless booking process, we utilize multiple advanced tools like customer relationship management software, mobile-friendly websites, and help desk articles. A Live Agent Chat feature, instructional videos, and continuously upgraded booking engine technology allow us to prioritize owner assistance while reducing call volumes. These service enhancements have led to a significant increase in our key performance indicators.

Optimal Onsite Experience

We have greatly enhanced our on-property vacation services by introducing platforms like Live Chat along with onsite text messaging for swift assistance. A digitized workforce automation tool significantly improved efficiency across our housekeeping and maintenance departments. In addition to our regular Post-Stay Survey, we also send out a mid-stay Pulse Survey in order to quickly address and resolve any issues, contributing to overall guest satisfaction rates and an increase in our Post Stay Service scores.

A La Carte Offerings

As the vacation ownership market evolves, we have successfully grown alongside it by offering customizable solutions for self-managed resorts. Our award-winning Grand Pacific Vacation Services address the specific needs of smaller resorts, ranging from rental and inventory management to collections and owner benefits. We initially began providing these tailored services at the timeshare units located on property at Lea Casa at Casa de Emdeko in Hawai’i and have since expanded to self-managed resorts in San Francisco, Wisconsin, and Indiana. We expect to continue extending this customizable offering in addition to our ongoing focus on full management contract opportunities.

Financial Processes

Our financial processes rely on robust technology platforms for effective budgeting and revenue management. Inventory harvesting through a CRM knowledge base and comprehensive marketing efforts ensure proper assessment revenue collection as an integral component of the overall budgeting process. As fiduciaries, the Board of Directors ensures proper reserve funding, allocating the appropriate funds for resort maintenance and any necessary future improvements.

Inventory and Revenue Forecasting Model

Effective inventory management is crucial for achieving revenue goals, and we optimize allocations for each of our managed resorts, ensuring that each one generates sufficient rental revenue to cover its daily operations, maintenance fees, and reserve funds, with the goal of exceeding annual revenue targets while prioritizing owner utilization. Our forecasting model tool improves year over year with the advancements in data and artificial intelligence and guide our communication, pricing, and marketing strategies. These processes have led to either meeting or exceeding our annual revenue goals, with 99.5 percent accuracy in owner and rental reservations along with resort occupancy rates consistently in the high 80s, even during the off season.

In conclusion, it is our ongoing commitment to a multi-team collaboration that combines cutting-edge technology, personalized services, and continual refinement of our best practices that has allowed us to provide exceptional vacation services year after year, driving both owner satisfaction and organizational success. We possess over three decades of extensive experience in the key areas of inventory management and rental, renovation and project management, and vacation and marketing services to help deliver exceptional results for each of our unique resort properties. To see how your own resort is currently performing and how to help improve its bottom line, take a no-cost assessment here.

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