The recipient of the 4th annual CustomerCount® Customer Engagement Professional (CEP) Resort Trades Award is William Mitchell/General Manager, Atrium Resort by VSA Resorts. The other extraordinary professionals at the top of the leaderboard are Veta Dimmick/Exploria Resorts and Kendal Dean/ MarBrisa Carlsbad, a Grand Pacific Resort.
The 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.
“We were pleased to partner with Bob Kobek’s team at CustomerCount® to offer this unique award,” said Sharon Scott Wilson, RRP. “We see this as a great way for Resort Trades to join CustomerCount in acknowledging the extra effort these individuals put forward every single day to give their owners/members and guests unparalleled vacation experience.”
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.
With a field of superb candidates, three individuals and their companies rose to the top.
As GM of Atrium Resort, William Mitchell received kudos from members, guests, management, peers and team members. His approachable style garnered rave reviews. Colleagues say that his management methods encourage collaboration, candid feedback and open communication. He has an uncanny ability to remain impartial during the conflict. His emotional intelligence allows him to offer win-win solutions for members, guest and team members in nearly every situation.
VSA’s Atrium Resorts is located in Virginia Beach. A sister resort to VSA’s Ocean Sands Resort and Ocean Key Resort, Atrium is located in the Heart of the Virginia Beach Oceanfront. The Customer Engagement Professional Award Winner, William Mitchell, exemplifies the customer-centric corporate culture of VSA.
Recognition also goes to Veta Dimmick of Exploria Resorts. As Senior Manager/Member Services, Veta is known for her ability to find solutions and put out fires. So respected is she that salespeople often introduce her and her team to prospective buyers so that they understand that they will be in good hands once they are members.
Devoted to their members, the Exploria Resorts brand represents a growing portfolio of hotels and resorts where guests may explore the many benefits of vacation ownership through rental and promotional marketing packages providing access to discover the endless opportunities that 85,000+ owners enjoy worldwide.
When Kendal Dean was nominated for the award, she was Assistant Director of Guest Services of MarBrisa Carlsbad, a Grand Pacific Resort. Since that time, she has been promoted to Director of Front Office Operations. The well-deserved promotion reflects her devotion to her team of 18 associates spanning the Front Desk, Activities, Bell and Pool Service teams. Having worked in every resort operations customer-facing department at Grand Pacific, she gained valuable insights into the guest experience which she puts to use every day.
Grand Pacific Resorts (GPR) is well known for its guest experience corporate culture. Associates embrace each day with the purpose of enriching lives by creating experiences worth sharing. It’s their mission and something they think about every day in their interactions with guests and with each other. The award-winning company has resorts in California and Hawaii. Its leadership promotes training and professional development and Kendal represents their core values.
The Customer Engagement Professional nomination process includes completing an online nomination survey to measure the nominee’s qualifications and attributes. The submission process is powered by CustomerCount’s software system which measures and reports customer feedback through branded, customized online surveys. Along with specific quantitative data, narrative descriptions with anecdotes and stories to support the nomination are also taken into equal consideration.
Robert A. Kobek, President of CustomerCount®, said “We congratulate these professionals and the companies they represent. The choice was a difficult one as there were so many highly qualified and talented nominees.”
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.
About Resort Trades
Resort Trades’ printed magazine 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.
The Trades’ eMagazine, Resort Trades Weekly, is emailed every Wednesday and has earned a consistent 20-plus percent open rate. For more information visit www.resorttrades.com.