Four years ago, CustomerCount® and Resort Trades collaborated to create the CustomerCount® Professional (CEP) Resort Trades Award. This coveted award recognizes 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.
The award goes to both the nominated individual and the company who employs them. Bob Kobek, President of CustomerCount, founder of the CEP award expressed his strong belief that “Companies who participate in the award should 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.”
The proof is in the pudding. When Raintree Vacation Club nominated three team members for the award, they knew they were all worthy candidates. What they didn’t know is that all three would land in the top ten honorees, proving the company’s environment breeds and nurtures excellent customer engagement professionals.
Raintree Vacation Club has been Making Vacations Memorable since 1997. With a collection of 16 resorts in some of the most extraordinary destinations, Raintree offers members a unique blend of club, resort, and hotel-style hospitality. Their destinations and properties balance cosmopolitan flair with local flavor and natural beauty to create the quintessential vacation experience. Based in Houston, TX, Raintree Vacation Club is the timeshare exchange component of Raintree Resorts International. Their resorts in the United States, Mexico, and Canada are designed specifically to provide fantastic vacation experiences for families and individuals.
Ann (Barker) Donahue, RRP, Senior Vice President, Resort Operations and Inventory Marketing says “Everyone at Raintree has one job: to deliver memorable vacations. They may have different functions, but their job is to make sure members have great vacations.”
Each one of their nominees is a prime example of this mind-set.
Ramses Santana Rooms Division Manager/ Raintree’s Club Regina Puerta Vallarta
Ramses Santana is a highly energetic guy is always willing to help, eager to provide excellent service showing he unequivocally cares about his guests and team members. If an emergency arises, he knows what to do from A to Z. Ramses certainly has weathered some crises ranging from hurricanes to pandemics. No matter if it is a guest or employee, accident or disaster, his performance is steady with an eager to please attitude. According to the narrative on his nomination form, he’s even helped during the awful time of a guest’s death, dealing with arrangements and comforting family members. Ramses started as a pool concierge, and proving that hard work pays off, he was promoted to a front desk manager and shortly was promoted to room division manager.
Jesus Rosado Room’s Division Manager/ Club Regina Cancun
Another Room’s Division Manager from Raintree was among the top ten contenders as well. People adore his quiet and gentle demeanor as he ensures that everything is running smoothly for members and guests. He always listens to the guests and offers innovative solutions to their requests. When a situation is complicated he finds a creative way to solve the challenge and ensure the guest ends up with a positive feeling. His great ability to empathize with people ensures that he has the tools to de-escalate any customer service problems. He maintains this posture with all of the team at Raintree Vacation Club in Cancun. Since he is responsible for the day to day front desk operation he has the willingness to take care of any situation, no matter if it falls under his direct purview.
Alberto Berniel General Manager/Raintree Resorts Club Regina Puerto Vallarta
Many people truly believe that Alberto can be in 900 places at one time. He’s rarely in his office, always out and about around the property talking with members, guests, employees, and vendors. Not one to slow down, he has shepherded the “task force” to set up on the nuances and details of the new “COVID- 19 ” mandates.
He has built an amazing customer engagement culture on numerous levels. The level of connection he brings to each member is extraordinary. For instance, two regular winter visitors encountered health issues and were not able to return to their ‘second home’ this year. They each sent personal emails to the GM telling him how sorry they were and to please say hello to various employees by name. He trains and empowers his team to take actions to better a guest’s vacation experience. For instance, a small effort can make a huge difference. To that point– when the resort did not have the type of charger a guest needed, Alberto went out and bought the needed charger himself, providing it to the guest – gratis! Another time a visiting guest sadly lost her husband while staying at the resort. In addition to assisting with the normal arrangements necessary, the entire staff extended special attention by including the guest in special activities to comfort her. She wrote a letter commending the GM and his staff for their loving nature and kindness.
These individuals are shining examples of Raintree Vacation Club’s commitment to providing particular care and concern to each and every member. And they are the reason that three Raintree team members were named to the top Ten Customer Engagement Professionals list this year.
Club Regina Los Cabos is taking all the necessary health and safety parameters as they look forward to welcoming you back to your home away from home. See you soon! / Club Regina Los Cabos está siguiendo todos los parámetros de salud y seguridad necesarios para darle la bienvenida a su segundo hogar. ¡Nos vemos pronto!