2019 ARDA World logo -header with event info 

 

Educational Sessions Underwriter 

  Capital Vacations Logo(2)         

 

Tuesday, April 9 - Educational Sessions 
Educational Session Wave 1 9:00 am - 10:15 am  
9:00 am-10:15 am 
 
Room: Orange A
















 
HR/
Comms/
Research
 




 











 

 Engaging Your Workforce 

Keeping your workforce united is more important than ever. To show how internal communications drives business goals, you must stay ahead of the latest trends. Discuss with fellow industry professionals on how to keep employees engaged and build a culture of involved employees. And it’s not just up to the communications teams to keep people engaged. From sales and marketing to resort operations to call centers, we can all leverage one another to reach our workforce  and build a culture of involved, focused employees. We’ll share best practices, explore new and creative ways to reach our workforce,  and innovative techniques that empower employees.

Moderator: Renee Blood, River Walk at Loon Mountain

Speakers: Patrick Dolan, Welk Resorts
                  Eva Esteban, Diamond Resorts

 
9:00 am-10:15 am 

Room: Orange B
 








 
Legal/
Regulatory
 










 

A Nigerian Prince needs your help - Real Life Case Studies of Cybersecurity 

A discussion of real-life cybersecurity case studies. Topics covered include legal requirements for handling a security breach, prevention and best practices, and lessons learned.

Moderator: Lindsay Parker, Ballard Spahr LLP

Speakers: Gerald Ferguson, BakerHostetler
                  Stratis Pridgeon, Wyndham Destinations
                  Joel Tasca, Ballard Spahr LLC
 
9:00 am-10:15 am 

Room: Florida 1/2
 












 
Finance 















 
 The Ins and outs of Construction and Development Finance

Join our panel of developers, lenders, and construction experts as they dig in to the mechanics of inventory construction and development financing. They’ll also share cautionary tales of development mishaps and best practices to avoid repeating history.

Moderator: Bill Ward, Ward Financial

Speakers: Blake Davis, Breckenridge Grand Vacations
                  Ron Goldberg, Wellington Financial
                  Steve Krohn, Great Eastern Resort                                                            Corporation

 
9:00 am-10:15 am 

Room: Florida 3
 























 
Sales/
Marketing/
Customer Acquisition
























 

Ready…Aim… Tour - Prospecting for Your Prospect


How do we change how we market in a more efficient manner? Market in a way that targets our prospects to increase the top and bottom line, and most importantly provide a better guest experience.

  • Communicate with your prospects in a way they want to be communicated with (i.e. SMS/Texting, email, chatbots).                     
  • Gone are the times of telemarketing calls as a means of booking tours                         
  • How do we use AI / Intercept marketing to provide a more targeted message?              
  • What systems are needed to compile data to inform targeting decisions?                      
  • Utilize your systems to compile data to provide a better guest experience (i.e. only selling what a prospect is interested in, and manage prospect expectations) 

Moderator: Renee Wagner, Grand Pacific Resorts

Speakers: Jennie Blumenthal, PWC
                  Bill Caswell, North Highland Worldwide                                                    Consulting
                  Sean Diehl, Breckenridge Grand Vacations
                  Clayton Gring, True Incentive

 
  
9:00 am-10:15 am

Room: Florida 1/2



 







 
 Finance





 






 
 The Future of the Fee-Based Services Model

Will FBS continue to drive industry expansion, is it at equilibrium, or is it in decline? Meet with lenders, developers, and FBS providers to get their views on the present state of the FBS business model and what the future holds. 

Moderator: Shawn Brydge, Wellington Financial

Speakers: Tom Balames, Accelerated Assets
                  Alan Litwack, Wyndham Destinations
                  Kelly Olinger, Hilton Grand Vacations

 

Educational Session Wave 2 1:00 pm - 2:15 pm  
1:00 pm-2:15 pm

Room: Orange B 












 
Legal/
Regulatory
 


 




 





 

 Fix It, Float It, Trust it, Love it! - A discussion of Timeshare Plan Structures & Use Plans

Providing a historical perspective on deeded and right-to-use timeshare structures, short-term vs. long-term products, a discussion of the pros and cons of the available options and developing and implementing viable and marketable use plans.

Moderator: Victor Copeland, Ballard Spahr LLP

Speakers:  Rick Davis, Greenberg Traurig
                   Bill Guthrie, Foley & Lardner LLP
                   Robin Suarez, Marriott Vacations Worldwide                                              

 
1:00 pm-2:15 pm

Room: Florida 3 

















 
Technology 



















 
 What's in my Cart? - How do we get to one-stop shopping?

Managing the complete guest experience and itinerary requires integration to other industries and systems. Reservations for flights, car rentals, tours, experiences, activities, groceries and other services should be a one-stop shop and allow guests to   interact with their itinerary for sharing on social media and photo sharing sites. We'll take a look at what options are available for simplifying the complete customer journey.

Moderator: Dane Ashworth, TimeShareWare

Speakers: Mike Curro, RCI
                  David Finger, Publix
                  Eduardo Schutte, Hilton Grand Vacations
                  Bobby Trivedi, North Highland Worldwide                                                    Consulting

 
1:00 pm-2:15 pm

Room: Florida 5/6 




























 
Sales/
Marketing/
Customer Acquisition




























 
 Don't Discover like Columbus Did....Make data informed decisions

With technology these days, resorts have more tools than ever to enable them to make precise decisions around who to target for their next customers. Use the data you already collect to help you make informed decisions.
  • Credit soft scoring
  • Analysis of past behavior
  • Sales rep tracking results
  • Premium reporting
  • Connect and communicate all touchpoints
Without analysis, you are making blind decisions and spending valuable money and resources. Dial it in and use the data to strategically align your organizations goals with your prospects. Uncover hidden revenue.

Moderator: Sean Nickerson, Track Results LLC

Speakers: Bill Caswell, North Highland Worldwide                                                     Consulting
                  Sanford Friedman, Welk Resorts
                  Jamie Mills, Wyndham Destinations
                  Jason Tremblay, Seychelle Media

 

 
1:00 pm-2:15 pm

Room: Florida 7 



















 
Resort Ops,
Design,
Management 




















 
Addressing the Labor Shortage
 

With an ever shrinking labor market and shortage of available talent in many markets developing your team members in-house is more important than ever. Having an innovative talent development program does not only build up a bench of future   leaders but also reduces turn over and offers benefits to employees beyond the paycheck.

This session will examine how to identify, recruit, train and retain the right talent. We will also hear examples on how to identify hidden talents amongst your team and how to create loyalty and engagement by deploying development plans and career paths. We will be looking at development of entry-level resort management talent and what tools are.

Moderator: Andrew Mcgovern, Marriott Vacations                                                                Worldwide

Speakers: Eric Newburn, Jani-King
                  Paul Norman, Wyndham Destinations

 

 

Educational Session Wave 3 2:30 pm - 3:45 pm 
2:30 pm-3:45 pm

Room: Orange A 























 


 
Resort Ops, Design, Management 


























 
 The Sales-Driven Resort Team

Whether you are a resort in active sales, or you are a legacy resort with HOA owned intervals in resale, creating the prefect resort experience is key to attracting new owners and to selling more to existing owners. Only when everyone on the team understands that sales is not a department but a mindset will we succeed.This session examines why some resorts are more successful than others when it comes to collaboration between resort operations and sales, we will have a panel of expert sales and operations leaders that will share some best practices and answers audience questions.                                                      

Objectives: 

1) Share best practices and successes of resorts with strong collaborations between sales and operations team.                                                                                               2) Learn how to create a mindset that all resort team members support the sales effort.

Moderator: Jon Mallows, LaTour Group

Speakers: Joanni Linton, Breckenridge Grand                                                              Vacations
                  Trina Miller, Welk Resorts
                  Jim White, Welk Resorts

2:30 pm-3:45 pm

Room: Orange B 



 

 

 
HR/
Comms/
Research
 


 




 
Coffee with Millennials 

Take part in this lively discussion that explores ways to onboard, engage and retain millennials in your workforce.

 Moderator: Bruce Lower, Greenberg Traurig

Speakers: Yash Dubal, Diamond Resorts
                  Matt McGarry, Accelerated Assets
                  Noyan Suel, Grand Pacific Resorts
 
2:30 pm-3:45 pm

Room: Florida 1/2 










 
Legal/
Regulatory












 
 Up in Smoke or Rising from the Ashes - Timeshare Termination & Extension

Learn firsthand the laws governing termination/extension of timeshare plans and hear practical stories from industry professionals who have been through the process.

 Moderator: Chris Stewart, ARDA

 Speakers: Amy Bellman, Fidelity National Timeshare
                   Rich Muller, VRI Americas
                   Chris Payne, Ballard Spahr LLC

 
2:30 pm-3:45 pm

Room: Florida 3 






 






 
Finance 


 












 
 The Future of the Economy: Where we are, Where we're going, and Its Impact on Your Business

A panel of developers and lenders provide an update on today’s economy and how it affects your business, your consumers, and your lender. They’ll also look into the crystal ball and give you their opinions on where we’re headed.

 Moderator: Shawn Brydge, Wellington Financial

 Speakers: Dr. Murat Kizildag, UCF Rosen
                   Tom Meyerer, Capital One
                   Steve Pflunger, Orange Lake
                   Patrick Scholes, SunTrust
                  
 
2:30 pm-3:45 pm

Room: Florida 5/6 









 
Technology 











 
I Want it Now! Strategic Planning for IT

How do you plan and prioritize your IT projects? With so many different variables to consider, learn how to identify what is most important and how to bring it to fruition.

 Moderator: Suzzi Morrison, Nordis Technologies

 Speakers: Brad Dettmer, Wyndham Destinations
                   John Krause, Marriott Vacations Worldwide
                   Christine Spangler, Hilton Grand Vacations

 
2:30 pm-3:45 pm

Room: Florida 7 















 
Sales/
Marketing/
Customer Acquisition















 
Use it or Lose it - Keeps Heads in Your Beds; Winning the Rental Game

 Learn how to build a winning rental program, by leveraging channels such as VRBO, AIRBNB, and OTA’s to maximize ADR’s and drive higher VPG’s. This session will cover techniques for using a variety of inventory rental channels and home-grown rental programs, to balance occupancy and revenue, with the need to fill your rooms with qualified prospects, poised to purchase your ownership products.

 Moderator: Oskar Diaz de Leon, Welk Resorts  
Speakers: Erik Goodson, Welk Resorts
                  Michael Gould, Holiday Inn Club Vacations 
                  Matt Meyers, Star Island Development                                                  Corporation
                  
 
 
 
 
Wednesday, April 10 - Educational Sessions 
Educational Session Wave 4 8:30 am - 9:30 am  
8:30 am-9:30 am 

Room: Orange B 



















 
Resort Ops,
Design,
Management
 



















 
 Show me the money- How to design and manage a successful rental program

With resorts in active sales that have many renters, in legacy resorts that have delinquent inventory, and in mix-used locations that transition hotel inventory into timeshare intervals, rental guests are not only important for revenue generation but are   also a vital pipeline for sales leads.

We will examine what it takes to design and manage a successful rental program, how to monetize unused inventory to the benefit of HOAs and developers. We are looking at successes and pitfalls, we will hear from legacy resorts running a local rental program in-house and from Revenue Leaders from large developer companies.

Moderator: Roger Bennet, RCI

Speakers: Jay Anderson, Grand Pacific Resorts
                  Nathan Ritcher, Hilton Grand Vacations
                  Kevin Wray, Vacationcondos.com 
8:30 am-9:30 am

Room: Florida 1/2 











 
Legal/
Regulatory













 
Legally Weird; Strange and Taboo Topics

A lively discussion on interesting and challenging topics facing our industry such as how to deal with medical/recreational marijuana use, comfort/service animals, sex offenders, human trafficking, concealed/unconcealed weapons, drones/privacy and other topics that present unique and challenging scenarios.

Moderator: Matthew Flower, Taylor English Duma LLP                
Speakers: Ed Chansky, Greenberg Traurig
                  Victor Copeland, Ballard Spahr LLC
                  Kevin Shaugnessy, BakerHostetler
                       
8:30 am 9:30 am

Room: Florida 5/6     

             












 
Resort         
Development
 















 
 Little unit big urban- New horizon

  This session is designed to highlight the growing         trends of urban resort popularity and how it is               changing the owner demographic and their usage       behavior. Three-panel members will present their         company case study of a specific (and real)                 urban project and its impact on unit and amenity         development, demographic of the purchasing               owner, changes in length of stay and reservation         windows, and secrets to success in delivering an         urban experience.
   
Moderator:
 Tim Levin, Marriott Vacations Worldwide

Speakers: Emerson Prosser, Wyndham Destinations

 
8:30 am-9:30 am

Room: Florida 7 
















 
Sales/
Marketing/
Customer      Acquisition
 















 
 This Land is Made for You and Me International      Sales Focus

  Timeshare is growing rapidly in foreign markets,          and with this growth, comes the complexity of              understanding the unique cultural and                          demographic  nuances of selling to foreign                  prospects. Learn selling techniques from                      industry experts, that are selling in the world’s              hottest markets such as Mexico, Latin America                and Asia. 

  Moderator: Jack Waller, ICE Enterprise  
                 
 Speakers: Ana Acevedo, RCI LATAM
                   Ericka Garcia, Yucatan Holidays
                   Don Eastvold, Unlimited Vacation Club                                                by Amresorts
                   Kit Whalley, Interval International
 
9:00 am-10:15 am 

Room: Florida 7 














 
Technology
















 
 Rules Aren't Made to Be Broken - Technology  and Compliance


How can technology solve the new rules/regulations?  How do you keep up with these continuously changing rules/regulations?  This session will dive into understanding the requirements for your organization, what the impact/considerations are while focusing on privacy, GDPR, TCPA, TSR, and ADA web accessibility.

Moderator: Bob Kobek, CustomerCount

Speakers: Matt Hileman, Hilton Grand Vacations
                     Greg Shepard, Meridian Financial
                     Joel Tasca, Ballard Spahr LLC

 

 

Educational Session Wave 5 1:30 pm - 2:45 pm  
1:30 pm-2:45 pm

Room: Orange A 











 
Resort Development












 
Earth, Wind, and Fire: Timeshare gives back-    what we did right

In the past 12 months, we’ve dealt with volcanoes, fires, hurricanes, and more. When disaster strikes, timeshare gives back! Come hear about how the industry responded and the outstanding impacts to the local communities.
 
 Moderator: Mark Waltrip, Westgate Resorts

Speakers: Anne McCauley, ICE Enterprise
                  Sue McDonough, Wyndham Destinations
                  Scott Weisz, Marriott Vacations Worldwide 

 
1:30 pm-2:45 pm

 Room: Orange B



 






 





 
HR/
Comms/
Research




 






 





 
AIF Research Update

 
Research is one of the strongest tools our industry has at its disposal. Whether planning a new resort, developing new marketing programs, communicating with the media, training new employees, reaching out to Wall Street or the financial and investment communities, educating legislators or communicating with timeshare owners and potential owners - information gleaned from research can make it easier to achieve your company business goals. Be among the first to learn key results from the most current industry and related research.

Moderator: Darla Everitt, Marriott Vacations Worldwide

Speakers: Joseph Callender, Ernst & Young
                  Caroline Slate, Ernst & Young
                  Chris Folsom, Deloitte
                  
 
 1:30 pm-2:45 pm

 Room: Florida 5/6










 
Legal/
Regulatory












 
The Great Debate- Legal Expert Debate Industry Issues

 Listen to experienced legal professionals have a spirited debate on issues of importance to the timeshare industry. For example – Resale, Trade-In and Exit: Whose problem is it?

Moderator: Jason Gamel, Wyndham Destinations

Speakers: Anthony Polvino, Taylor English
                  Rob Webb, BakerHostetler
                 

 
  1:30 pm-2:45 pm

 Room: Florida 7
 










 
  Resort Development












 
 Educating Owners About Use and Exit

Recently, ARDA, along with a group of timeshare developers, exchange companies and ARDA-ROC, launched the Coalition for Responsible Exit. This coalition website provides timeshare owners with useful information and resources when exploring their exit and use options.

Moderator: Peter Roth, ARDA

Speakers: Ken McKelvey, Capital Vacations
                  John Miller, Marriott Vacations Worldwide
                  Jared Saft, Westgate Resorts

 
   1:30 pm-2:45 pm

 Room: Florida 1/2



















 
Resort Ops, 
Design,
Management
 


















 
 It's all about FUN - The Recreation Experience

This will be an interactive session that looks back at activities and games that resorts have offered over the past five decades. We are looking at what the current and next generation of owners and resort guests want to experience during their resort stay and how to create an activities program that excites younger owners, multi-generational families, and future owners alike.
This session looks at partnering with local attractions and vendors to create a low-cost or no-cost recreation program and we are looking at the trends that will shape the experiences of the future, and discuss virtual reality games versus what nature and the destination has to offer.

Moderator: Patrick Dolan, Welk Resorts

Speakers: Luis Galan, Festiva Management Services
                  Bob Gaul, Wyndham Destinations
                  Bill Norton, Hilton Grand Vacations

 

 

Educational Session Wave 6 3:00 pm - 4:15 pm  
3:00 pm-4:15 pm

  Room: Orange A 


















 
Resort Ops,
Design,
Management 
 



















 
Enhancing the Guest Experience with Mobile Communications

Texting early check in – offering Concierge service at check in- communicating activities – new ownership offerings – survey invitation deployment – web app access – check out.

And, are your calls to the guest mobile getting blocked or labeled.

These are a few of the opportunities to communicate via SMS and direct calling with your owners and guests to their mobile devices while they are staying at your resort. This panel will discuss the technology, the compliance issues and the many uses of mobile communications.

Moderator: Lisa Kobek, CustomerCount

Speakers: Bob Kobek, CustomerCount
                  Rebekah Johnson, Numeracle
                  Anthony Link,  The Connection Group
 
3:00 pm-4:15 pm

  Room: Orange B 

















 
Sales/
Marketing/
Customer Acquisition

















 
New World Sales- Overcoming Objections
Du Jour


It’s 2019, and the sales environment is vastly  different than what it used to be;
 
From the demands of Millennials to new technology, Airbnb to Craig’s List, mega sales centers vs. on site, and the good or bad influencers of social media, you constantly have new objections to deal with. Discuss these new world objections and come up with ways to overcome.

Moderator: Jeff Noonan, RCI
 
Speakers:  Michelle Duchamp, Interval International
                   James Kluetz, Brand Tango
                   William McCoy, Diamond Resorts
                   Wendy Poe, North Highland Worldwide                                                     Consulting

 
3:00 pm-4:15 pm

  Room: Florida 1/2 

 







 
Technology 



 







 
Artificial Intelligence- Impact on Sales & Marketing, Resorts, IT, Feedback/Measurement, Best Practices
   
 Moderator: John Locher, Locher & Associates

Speakers:  Federico Beyer, Royal Resorts
                   Jay Conrad, The Connections Group
                   Michael Hollar, North Highland Worldwide                                                   Consulting

 

 
3:00 pm-4:15 pm

  Room: Florida 3 














 
Finance 
















 
Idea Lab: Assessing the next vacation ownership iteration?

How feasible is your new timeshare product plan? Here’s your opportunity to ask accountants, financial specialists, and lenders about new and innovative vacation ownership products to see if your idea is the next big thing, or if you’re spinning your wheels (topics include term products, expiring trusts, travel clubs, EB-5, opt-out provisions, etc.)

Moderator: Bill Ryczek, Colebrook Financial

Speakers:  Dan Bachrach, Foley & Lardner LLP
                   Shaun O'Neill, Concord
                   David Brede, Liberty Bank

 
  3:00 pm-4:15 pm

  Room: Florida 5/6



 
   AMDETUR Update                                                             Sponsored by Global Connections, Inc.

Moderator: Robert Clements, ARDA