Better, Stronger, Faster…   

By Mark Wang, ARDA Chairman  

Resort operations and HOAs are the proverbial yin and yang of our customers’ on-property experiences. Resort teams are focused on the qualitative vacation experience—delivering lifelong memories—while our HOA teams are focused on the quantitative, fiscal stewardship to ensure the properties meet or exceed our owners’ expectations in a sustainable way.

Fortunately, the people who make up our resort operations teams are nothing short of extraordinary. They know our owners and guests personally, care about their requests and concerns with passion and personalization, and treat them like friends and family. When we say timeshare is truly home away from home, it’s these special team members who walk the talk.

Our industry is all about memorable vacation experiences, and they make that concept a reality every day for thousands of people from all over the world, which is not easy.

To complement the passion and dedication of those who serve our owners during their vacations, it takes unwavering commitment to consistent, high-quality customer service from those who manage our homeowners’ associations—from annual meetings and ongoing Board Member relations to annual billing and all the hard work in between.

This area of our industry continues to evolve as we find new opportunities to keep owners aware and informed faster to increase engagement and satisfaction with their purchase.

Through the tremendous success of these two teams there are still challenges facing our industry, including getting board of directors’ participation from the Millennial generation.

Going forward, I challenge us all to consider how we can take engagement to the next level and elevate our appeal to younger generations, as we work to make our industry as great as possible.