FROM THE SPONSORS PEN

Our monthly highlight on what’s happening across the industry directly from one of our Annual Gold Sponsors.

SPONSOR WRITE UP: Classic Holidays

New Resort Joins the Classic Group
We invite you to experience the newest resort to the Group, Cedar Lake Country Resort, located at Advancetown, in the Gold Coast Hinterland. The resort is just 35 minutes from Surfers Paradise and offers a relaxing country experience.

Awards
Join us in congratulating the Classic managed resorts and their staff who continue to win Hospitality and Industry awards. It is a wonderful acknowledgement by the industry to be recognised for the high standards that Classic resorts have become renowned for.

Staff Development
Classic Holidays is committed to the ongoing “Workforce Development” of its people to allow them to have the knowledge and practical “underpinning” skills required to carry out their roles in a friendly, caring and professional manner. There is also a strong focus on “attitude” and the delivery of the Classic Holidays core values, supported by its “customer centric’ ethos.

We are very proud of the 500 staff that work with Classic at Managed Resorts or in the Corporate head office in Miami and would like to take this opportunity to congratulate the staff who have completed or are completing their government recognised Certificate or Diploma training in Hospitality and Tourism operations which is facilitated through our training partner One Step Further.

To date 269 staff have completed a Certificate or Diploma course over the past few years with a further 72 currently completing their studies. Many of these staff are long term employees who have taken the opportunity to formalise their skills and learn valuable tools that assist them in their day to day duties.

IYC Travel
We are excited to be celebrating the 1 year anniversary of IYC Travel, our in-house travel agency. Many members have taken advantage of our one stop travel shop as we have helped over 7,000 members plan and book everything from an overnight stay in Paris to a worldwide travel adventure.

Its been an award winning year for IYC:

• Debbie Schofield Million Dollar Consultant status 2010
• Kylie Cornish Outstanding Achievement in Sales
• Malaysian Airlines Top Achievers 2010
• AOT Holidays Mega Stars Status for Australia and New Zealand top 10
• AOT Holidays No. 1 Jetset Travelworld agency
• Princess Cruise Lines Outstanding Sales Achievement
• Octopus Travel National Winner of the year with Jetset Travelworld
• Trafalgar Tours Outstanding Sales Achievement

Classic Escapes Evolves
Classic is very pleased to announce the launch of the Classic Escapes website in both Australia and New Zealand - sites dedicated to prospective and new members of our innovative and exclusive Classic Escapes Membership Program - a points club like no other!

The sites provide company information, testimonials and FAQs for people who are booked for a presentation.  Our newly joined members are then able to log in to the Guest Lounge for more information about the product, how they can book, member benefits, our teams and answers to those questions often asked by new members. 

BUSINESS: Australian Taxation Office

As a brief update we are still waiting to meet with the ATO to discuss the implications of their changes to the management of GST. The moment that we have heard from them, we will let you know.

EVENT: 2010 Industry Awards Night

Dance through the Decades this year at the 19th Industry Awards Night to be held at the Gold Coast Arts Centre on Friday 30th July 2010, 7.00pm for 7.30pm start.
Come along and support your industry colleagues and then dance the night away with our VJ (DJ with video ….).

For further information, please contact info@athoc.com.au or visit the ATHOC Website http://www.athoc.com.au/athoc/events

EVENT: Operational Seminar Thursday 29th & Friday 30th July 2010

ATHOC will be holding a “Resorts and Environmental Change Seminar” at the Courtyard by Marriott on the Gold Coast. This seminar is targeted at middle to senior management.

Some of the subject to be covered at seminar will be:

• Update on Viewpoint by Peter Vanderhorst, @ Work International
• Shares & Titles
• Sustainability and Risk Management
• Insurance - make sure your covered
• Date Base Management
• What’ s new in in-room systems

A casual get together for Dinner will be held Thursday 29th July in Surfers Paradise. Dinner is included in seminar price. You will also have the opportunity to attend the 19th Industry Awards night on Friday 30th July.

Registration form is downloadable on ATHOC website - http://www.athoc.com.au/athoc/events

EVENT: 2010 ATHOC Conference – Christchurch New Zealand

NAVIGATING THE NEW DECADE

The ATHOC Conference will be held in Christchurch New Zealand at the Crowne Plaza from Sunday 12th September to Tuesday 14th September 2010.

There will be a great line up of international and local speakers to bring you up to speed on what is happening in the timeshare industry. This is a must attend event for anyone in the industry or suppliers to the industry.

Some speakers include Craig Nash CEO Interval International; Geoff Ballotti CEO RCI; Dan King from Generator Systems, and topics including – Do you have the wow factor; Maximising your inventory; Managing your customers; Being Green; Social media; Sales and marketing techniques; Industry resiliance and the list goes on.

There will of course be the terrific networking opportunities thanks to our sponsors each night of the conference.

For more information contact ATHOC at info@athoc.com.au or go to www.athoc.com.au and look at the events section.

All accommodation is to be booked directly through the Crowne Plaza – a link to Reservation is on ATHOC Website under “Events/ 2010 ATHOC Conference”.  www.athoc.com.au

Room Type

Standard Queen or Twin (2xdbl beds)
NZ$180.00 - Fully cooked Breakfast for one
NZ$200.00 - Fully cooked breakfast for two

Club King
NZ$270.00 - Fully cooked breakfast for one plus club benefits
NZ$290.00 - Fully cooked breakfast for two plus club benefits

HOME GROWN: RCI hosts tour to France

Managing director, Charisse Cox, has just returned to the Gold Coast after hosting 35 RCI members on the inaugural MD’s escorted tour. The 19 day Country Roads of France started with a few extra days in London before setting off to explore the exquisite cultural and gourmet highlights of France.

Taking a leisurely pace, the tour took in the leafy villages of the Perigord and Dordogne regions, majestic perched medieval communities in Provence, the celebrated Côtes du Rhône and Burgundy vineyards, and of course the glittering city of Paris.

The sell-out tour gave members the opportunity to experience the best of RCI’s Tour Exchange program whilst enjoying the camaraderie of likeminded fellow RCI travellers.

A bit hit with RCI members, plans for the next MD Escorted Tour are already underway.

Pictured: Charisse and members at Chateau de Losse

RCI TV viewed over 1 million times

In less than 6 months since its public launch, more than 1 million viewers have already tuned in to web-based television network RCI TV for advice on where to eat, stay and play in the most popular destinations around the globe.

This 1 million-view milestone demonstrates that travellers are interested in not only learning more about the timeshare industry, but also visiting the RCI affiliated resorts who are showcasing their vacation destinations in high-definition video on-line.

Through tailored on-line and on-air programming, RCI provides travellers with answers to the age-old questions – How do timeshares work? What is the quality of the resorts, houses, condos and villas? Why are timeshare resorts the preferred vacation option for over 6 million owners and millions more non-owners who like the space, comfort, amenities and value that they offer?
 
RCI also notably made its debut into the mobile marketing world with the launch of an RCI application for the iPhone, iPod touch and iPad. The RCI TV feature grants users immediate access to a list of featured Destination Channel videos currently available on RCI.com that they can then share or save. Additionally, RCI has launched a YouTube Channel (http://www.youtube.com/rcitimeshare) that contains dozens of quality resort videos from RCI TV that showcase affiliated properties around the world.

These new resources enhance the trip planning process for savvy travellers who tweet, text and blog and allows users to share vacation experiences with their social networks.

HOME GROWN: Keeping House: Cutting Back is not an Option

The accommodation industry is certainly being crunched economically by events that are out of its control. Still in recovery mode from the global financial crisis that is, despite widespread proclamations to the contrary, still hurting deeply, accommodation providers are now facing a triple blow from the government regarding staff payments.

Many industries can absorb increases in wages by simply passing on the cost to consumers. Supermarkets, for example, just up the check-out cost and customers just have to cough-up – they have no option - but the hospitality industry cannot do that. Especially in desperate times, people do not need to pay higher tariffs for their rooms or higher menu rates – they just don’t travel or eat out or, if they do, seek out the best deals available. And there is plenty of accommodation providers ready to discount till it hurts.

The decision by Fair Work Australia to lift the minimum award wage by $26 week is a major blow to the labour intensive accommodation industry and comes on top of the weekend and public holiday penalties that can see casual labour receiving $50 plus an hour. Then there is the specter of increasing superannuation contributions that will be phased in from 2012.

The decision to lift the minimum wage by $26 per week effective from the first pay period on or after 1 July takes the minimum wage to $569.90 per week or $15 per hour. But add the penalty rates to that for weekends and holidays (the busiest time for many accommodation providers) and there is a hefty hike in housekeeping wages.

No one is denying that housekeepers need the extra money to keep up with the out-of-control rising cost of living but that does not help accommodation providers give guests the service they expect for the tariffs they are prepared to pay.

Regrettably and inevitably, as always, accommodation providers immediately look at ways to cut back on costs and the first area they look at is housekeeping. Accommodation providers still regard housekeeping as a cost rather than an investment, which is a great pity. Many are quite prepared to pay the extra costs to a receptionist at the front desk because that person is the face of the business but are reluctant to do the same for housekeepers. Yet these behind-the-scenes operators are what ultimately makes or breaks an accommodation business.

A receptionist can smile sweetly and apologise for an indiscretion but a stained sheet, soiled carpet or unclean toilet will mean a guest just doesn’t come back.

It may be time for accommodation providers to look at alternative means of remuneration.

Salaried housekeeping staff, for example, may now become a viable option over casual labour. Such a solution could prove beneficial to both employer and employee in terms of certainty.

One thing is for sure, cutting back on housekeeping is not an option. (Accommodation News, June 2010)

HOME GROWN: First Wyndham Hotel in Australia Announced for Surfers Paradise

International hotel company, Wyndham Hotel Group, is expanding its hotel brands in the South Pacific with the announcement of the latest addition to its portfolio – Wyndham Hotel Surfers Paradise.

In addition to this being the Hotel Division’s first Wyndham branded hotel in Australia, it is also the first mixed-use property resulting from the partnership between Wyndham Hotel Group and Wyndham Vacation Resorts Asia Pacific. The all-suite hotel, located in a prime Gold Coast position on Surfers Paradise Boulevard, was developed by Gold Coast developer Azzura Corporation. The 17 storey, 192 apartment property was completed in late 2009. Located just one block from the beach, Wyndham Hotel Surfers Paradise features well appointed, 1 & 2 bedroom self-contained apartments with balconies, sandy edged pool, gym, spa pool, BBQ entertaining deck, Board room, lobby bar and cafe. The property has been acoustically designed ensuring a tranquil interior, while being in the centre of activity in Surfers Paradise. Wyndham Hotel Surfers Paradise offers ocean and river views and a full range of independently operated dining options in the complex’s ground floor retail strip.

In addition to the acquisition of the property management rights, Wyndham has contracted to acquire 40 apartments that will be transferred into its vacation ownership club, WorldMark South Pacific Club by Wyndham for use by its 43,000+ vacation owners. Wyndham Hotel Group has more than 7100 hotels across six continents under franchise and management agreements.  Wyndham Hotel Group operates 11 brands including Ramada®, Ramada Encore®, Wyndham Hotels and Resorts®, Wyndham Grand®, Super 8®, Days Inn®, Travelodge® (in the US) and Hawthorn Suites by Wyndham®. The company currently has Ramada, Ramada Encore and Hawthorn Suites by Wyndham properties in Australia and is excited to be announcing the addition of Wyndham Hotel Surfers Paradise.
“I am delighted to announce the acquisition of the management rights and 40 apartments of the 192  room  Azzura  Resort, to be rebranded Wyndham Hotel Surfers Paradise, which will offer guests to the Gold Coast a brand new accommodation option which is centrally located,” said Barry Robinson, Wyndham’s CEO and Managing Director.  “I have no doubt that Wyndham Hotel Surfers Paradise will become a flagship property for our company and will be popular with both domestic and inbound guests travelling to the Gold Coast for leisure or business,” said Barry Robinson.

International hotel company, Wyndham Hotel Group, has signed a management agreement for a proposed 250 apartment resort in Hervey Bay.

Wyndham Hervey Bay Resort, at 637 Charlton Esplanade, Hervey Bay by developer, “637 The Esplanade Pty Ltd” is due for commencement in September this year, with the first stage anticipated for completion by December 2011.  The resort will include 249 apartments, Endota Day Spa, restaurant and café, resort pools and gymnasium, and conference facilities catering for up to 300 delegates.  A 99 apartment development will commence at stage one with a stage two development of a further 151 apartments.

Wyndham’s CEO & Managing Director, Barry Robinson, said that “Hervey Bay is an increasingly popular area for visitors and we are proud to incorporate the Wyndham Hervey Bay Resort into our portfolio of properties in the Asia Pacific region”.

Charles Richards of  “637 The Esplanade Pty Ltd” said the resort’s development team is extremely excited to be starting development of ‘Wyndham Hervey Bay Resort’ in September.  “Our focus with this outstanding project has been to assemble the very best partners in their individual fields as they are crucial in delivering the most amazing resort the Fraser Coast has seen,” said Mr Richards.   In fact the resort will set new benchmarks for the tourist industry on the Fraser Coast and perfectly complement the anticipated $850m redevelopment of the Urangan Boat Harbour just across the road,”  he said.  Individual apartments in the development are being pre-sold by the developer with prices for 2-bedroom apartments averaging $550,000-$570,000.

HOME GROWN: Accor Vacation Club goes Raving... Rabbids!

Accor Vacation Club’s Corporate Office on the Gold Coast recently hosted Australia’s Biggest Morning Tea to raise funds for the Cancer Foundation in Queensland. The staff also used this time to have some fun, by holding a staff bowling challenge with a difference! All departments participated in Wii challenge where the aim was to test your bowling skills by knocking down the Raving Rabbids! The competition was fierce with prizes including an A-Gift valued at over $1000, Sofitel dining vouchers and shopping vouchers. Jim Bolton from Corporate Upgrades scored the highest individual score and the winning team was “Team Awesome”, made up of Scott Knoll, Lachlan Hoswell and Troy Davanzo. Maria Power, Call Centre Representative took home the A-Gift and promises she will send a postcard from her holiday destination. The staff gave generously and over $350 was raised. A great time was had by everyone.

Accor Vacation Club’s Mamma Mia Discovery Tour

A group of 23 Accor Vacation Club Members enjoyed a 10 day international tour recently, escorted by Club representative Lynne Maharey. The first day in Athens gave them beautiful weather, but the following 2 days brought rain which was a bit of a concern as they were headed to the Greek Islands of Skiathos and Skopelos to enjoy a Mamma Mia Discovery tour. On board the Flying Dolphin everybody was waiting in anticipation to arrive at the first Island. As they approached Skiathos, the clouds cleared, the rain ceased and the weather over the next 6 days was brilliant. Everybody agreed it was a fantastic tour especially visiting the sites where the Mamma Mia movie was made.

HOME GROWN: The Registry Collection sponsors the first Fractional Workshop at ANZPHIC conference

The world’s largest luxury exchange program, The Registry Collection (TRC), is the Gold Sponsor of the first ever Australian Fractionals workshop held in Sydney in early July. 

The fractional industry has proved to be one of the success stories of the resort real estate industry internationally, however in Australia and New Zealand the industry is moving more cautiously due to developer uncertainty over the potential consumer take up of the product, and confusion or inexperience in tailoring the right fractional offering for the market.

For these reasons TRC recently commissioned a report via fractional industry expert Dick Ragatz. This highly anticipated report provides insights from the leading companies within their respective fields that help to answer these concerns. 

If you’re interested in receiving a copy of the survey, please contact David Scheckter on 07 5588 9963.

WORLD AROUND US: RDO counters misleading claims of Spanish timeshare industry collapse

The Resort Development Organisation (RDO) has responded to a statement issued by Claims Directive claiming that “the timeshare industry in Spain is set to collapse” with strong arguments that demonstrate the health of the industry not only in Spain, but in the whole of Europe and in the US.

The assertions made by Claims Directive, a company that claims to “offer timeshare advice and compensation claims” for owners in Spain, “are incorrect and misleading”, according to RDO. A recent study carried out by The Christel DeHaan Tourism and Travel Research Institute of the Nottingham University Business School on behalf of RDO showed that European timeshare is in fact a thriving industry with a loyal and satisfied clientele.

In its official response, available on www.rdo.org, RDO states that “there are categorically not ‘200 live claims for timeshare miss-selling against Anfi Del Mar’ (as Claims Directive said). In fact, only 3 court rulings have been made, one in favour of ANFI Group and in the other 2 cases, it has not been proved that Anfi took deposits directly in connection to the timeshare sales.” RDO clarifies that Spanish law only prohibits deposits taken between the purchaser and the seller.

RDO also explains that Claims Directive is linked to companies acting as Class Actions in Gran Canaria and to a holiday club called Voyager. RDO considers holiday clubs to be one of the biggest threats to the reputation of timeshare. The Spanish European Consumer Centre in Madrid received 700 formal complaints about holiday clubs in the Canaries between 2005 and 2007.

RDO’s Enforcement team has long been campaigning against the fraudulent activities of holiday clubs in the Canaries, working with the local authorities to have bogus operators shut down. In the last 18 months alone, 51 holiday clubs were forced to close. (RDO June 2010)

RDO1 Conference 2010

4-6 October, Don Carlos Leisure Resort & Spa, Marbella (Spain). For more details of the leading industry event and reservations go to the new dedicated website www.rdoconference.org.