TimeSharing Today | Nov / Dec , 2022
is not immune from these challenges , the company has implemented proven strategies that help it maintain a stellar on-site guest experience .
“ Because the guest experience is paramount to our success , we ’ ve had to get creative in coping with this ongoing situation ,” says Michelle DuChamp , head of Vacatia Partner Services .
“ Our entire team looks for ways to maximize employee productivity by using technology to overcome geography , and hiring and retaining the right people for the right role .”
Right fit , right place
Although the hospitality industry at large has an annual turnover rate of over 73 percent , many timeshare resorts are fortunate to have employees with long tenures . “ In my 30 years of timeshare-management experience , I ’ ve seen that the institutional knowledge of long-standing employees is invaluable to their resorts and owners ,” says Mark Westbrook , vice president of business development .
“ At Vacatia , we look for ways to
Mark Westbrook .
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leverage this talent across all our managed resorts , giving employees room to grow in their careers while staying at the resorts they love .”
Vacatia has centralized functions to dedicated employees who work remotely or onsite . “ With the rise of remote work , it just makes sense to rethink which roles need to be located onsite and which can be managed remotely by leveraging our technology ,” DuChamp says . “ This approach allows us to find the right fit for the job regardless of location . It also provides new opportunities to existing
GOVERNANCE & MANAGEMENT
employees without requiring them to relocate , giving them yet another reason to stay with the company and their resort .”
Of course , as employees are promoted or leave , new employees are needed . “ First and foremost , we look for potential employees who will be a good fit for the Vacatia culture ,” Westbrook says .
“ It begins with their attitude toward their job and their coworkers . Everyone at Vacatia looks out for the owners ’ association and treats owners like family . We look for employees who have a great attitude and want to continually
Michelle Duchamp .
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