According to Carr, “It is a great honor to welcome ARDA as a new member of our organization during my tenure as C.A.R.E.’s president. C.A.R.E. appreciates the participation of Howard Nusbaum and Jason Gamel at our conferences this past year, and C.A.R.E. has benefited from the knowledge and insight in our industry that they were generous enough to share with us. Because C.A.R.E.’s values are directly in line with ARDA’s, C.A.R.E. has always been a strong supporter of ARDA and has been directly responsible for many C.A.R.E. member companies becoming and maintaining memberships with ARDA. Reciprocally, ARDA has been extremely supportive of C.A.R.E. and our efforts to deliver outstanding vacation services to owners and members. We are very excited that ARDA is now a member of C.A.R.E. and we look forward to their continued support and dedication.”

“ARDA looks forward to sharing valuable industry information with C.A.R.E. members through increased opportunities,” said ARDA president and CEO, Howard Nusbaum. “While we’ve participated in C.A.R.E. events in the past, becoming an Associate Member will enable ARDA to educate a broader audience about the policies that impact owners and efforts the industry is taking to protect the integrity of the product and the value of vacation ownership.”

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This bill was enacted to protect Florida consumers and help put an end to such deceptive marketing practices conducted by fraudulent timeshare resale companies that have been targeting consumers under the guise of offering a service to help sell their timeshare product. Timeshare owners can now hold resale companies that use deceptive business practices accountable for their actions. Also, the legislation seeks greater transparency and will require, among other things, timeshare resale companies to disclose all terms and conditions of their business relationship with a consumer, provide for a right of rescission for consumers to cancel a contract for resale services, and impose penalties on companies who continue these deceptive practices.

“General Bondi, Senator Gardiner, and Representative Eisenaugle are to be commended for their commitment to consumer protection and transparency,” said Howard Nusbaum, president and CEO of ARDA. “ARDA and the ARDA-Resort Owners’ Coalition (ARDA-ROC) support their efforts to ensure that these important safeguards are put into Florida law,” added Nusbaum.

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Triton’s integrated software suite is well known in the shared ownership industry which has been revolutionized by technology over the past few years.

As sole sponsors of the ARDA MediaWalls Triton will provide large flat screen TVs which broadcast announcements, coverage of special events and live social media updates via Twitter, Facebook and YouTube.  The screens will be in high traffic areas such as registration, educational session corridors and in the trade show portion of the convention.

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While the timeshare industry has long advocated the healthful benefits of regular time away to rejuvenate and relax, resort developers continue to expand their vacation products with more options and access to healthful programs and activities.

“Health and wellness amenities are growing in popularity among timeshare owners and resorts are now using these programs to attract new timeshare consumers unfamiliar that such vacation products exist,” says Howard Nusbaum, president and CEO of ARDA.

Many timeshare resorts have expanded their offerings to include health and wellness components such as fitness programs, enhanced spa services, cuisine packages, weight-loss regimens and concierge services to customize a specific healthy vacation experience.

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According to Jason C. Gamel, ARDA Vice President of State Legislative Affairs, “ARDA welcomes the participation of Jeanette Bunn on the newly formed Travel Club Task Force. As the President of Travel To Go and a leader in the travel services industry, we believe her knowledge and experience will provide great value to the Task Force in accomplishing its goals.” The Task Force, which initially met during ARDA’s fall conference in November, will work to develop an educational white paper on the Travel Club industry aimed at educating the ARDA Board and general membership along with its initial thoughts on how the industry should be regulated. It is anticipated that the resulting document may become one of the leading resources in the public domain pertaining to Travel Clubs. To accomplish that goal, the Task Force will be divided into Education and Legislative Sub-Task Forces.

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“This is a rich man’s vacation on a normal man’s salary,” says Ron Riley, CLUB WYNDHAM® owner since 1998 in describing why he enjoys vacationing with timeshare. In addition to Riley and his wife, more than a dozen owners participated in the video. Other owners will share their experiences in a blog in order to clearly convey the variety of reasons they cherish their vacation ownership.

One family, CLUB WYNDHAM owners Sharon and Tom Grupe of Orlando, Fla., recently celebrated Thanksgiving at the Wyndham Bonnet Creek Resort with 38 family members spanning four generations. “I still get emotional when I think about the special celebration we had this past Thanksgiving”, explains Sharon. “Being able to bring everyone together in such a beautiful and accommodating resort made it a holiday to remember.”

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This month, Hilton Grand Vacations went around the world to see and talk to their owners while they were out enjoying their vacations and captured not only beautiful locations but from-the-heart words on why vacations are important and why timeshares are a better way to vacation. The video captures owner experiences on the beaches of Hawaii, the wonder of the Hoover Dam and Lake Mead, and the streets of New York City to name just a few.

Bill and Phyllis Hopkins of Ohio are this month’s spotlight owners. They have been Hilton Grand Vacations Club Members since 2007 and they own at West 57th Street by Hilton Club in New York City as well as at Parc Soleil by Hilton Grand Vacations Club in Orlando. When asked why they love their timeshare so much, they said, “Membership resolves the potential ‘beach house dilemma’ of vacationing in the same place year after year. Our passion is to explore new places and discover new cultures.” With timeshare they have gotten to do that, visiting Paris, Brussels and London as well as many U.S destinations.

With over 8 million owners and a satisfaction rate of 85 percent and an occupancy rate that outpaced hotel occupancy by more than 20 percent*, it is clear that this segment of the travel industry is faring well. Take the time to find out why. Visit http://www.VacationBetter.org for more information.

Next month, look for happy owners from Wyndham Vacation Resorts who are passionate about their timeshare.

Agreement Encourages Sharing of Industry Information Among U.S. and European Timeshare Developer Members and Global Travellers

The Resort Development Organisation (RDO) welcomes a new cooperative working alliance with its US-based sister organisation the American Resort Development Association (ARDA) following approval by both Boards of Directors.� Each association retains its own identity, but collectively, the associations seek to cooperate on issues of common concern in order to advance the growth of the timeshare industry worldwide, the interests of their members, and the consumers they serve.

�The underlying basis for the working relationship between RDO and ARDA is to establish in the eyes of our respective memberships, a stronger partnership between the two organisations, whilst both retain their full autonomy and financial independence,� said Richard McIntosh, chairman of RDO, welcoming the agreement.

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Opening a new sales office or department? Or just revamping your existing business processes? Whenever a new entity is formed or an existing resort company’s office is retooled to accommodate a revision in the way a product or service is sold, the purchase of software naturally comes into play. Often, there is the temptation to postpone buying an enterprise system in hopes that an off-the-shelf product or a ‘homemade’ system will do the trick. However, when software is addressed as an afterthought or pieced together without following a cohesive, well thought-through plan, havoc can reign.

For many years I worked in a business development capacity for several entities involved in the timeshare resort development industry in the United States, including membership director for the American Resort Development Association (ARDA). From this vantage point I was able to see a great many “back offices” of resort companies. Even in the early ‘90s when I first started visiting developers, it was quite
evident which players had well thought-out systems and programs.

It was only more recently when speaking with Matt Brosious, VP of sales for SPI Software, that I was really able to see the damage that can result if you make the purchase of software an afterthought. Brosious was able to show me how virtually every area of business within a resort needs to connect with one another to share information. Additionally, he says, good software helps manage a resort’s processes better in every department. For example, marketing can work with leads more intelligently by providing the sales manager with more detailed information about tours before they visit the resort and by preparing reports that help with strategic planning and decision-making. Sales departments excel in efficiencies when they have real-time reports to tell which salespeople need more training and whether or not a presentation may need to be augmented. Resort management unquestionably cannot be expected to help guests experience outstanding vacations unless there is adequate software in place to reserve space, provide for quicker check-ins and check-outs or the dozens of other functions needed to make the operation run smoothly. Finance is quite possibly the department most needing to be networked with every other area in order to manage accounts payable/receivable, not to mention the billing, collections and report preparation for loans or annual maintenance fees.

Brosious tells us when new entities hold off purchasing a software system thinking they can always buy the right system down the road, they usually end up paying more in the long-run on ‘quick- fix’ solutions, damaged customer service reputations or worse. Instead of saving money, postponing the purchase of an appropriate, purpose-built software actually makes for a more expensive and risky conversion at some point in the future. And in the meantime, your team wastes time and resources trying to patch solutions together instead of having a system that conforms to your needs in the first place. It becomes a case of the tail wagging the dog, as they say.

Every resort professional knows the impact that software makes on the efficiency of a resort operation. But, often when opening a new location or office or making a change in processes, they may feel tempted to postpone this key decision. If you are in this situation, here are a few things to consider:

1. The right software will have the flexibility to be configured to meet your resort’s needs. Often a packaged software demands you “dance to their tune.” In many cases, a rigid system cannot track all types of transactions, usage plans, lenders, marketing sources, sales commissions or other variables. Rather than allowing your computer software system to dictate your business regimen, look for a table-driven system with timeshareoriented features that can be adapted to the way your project needs to be operated. Table-driven systems can be augmented in minutes by adding and integrating tables that don’t need to be part of the integral architecture of the software.

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ARDA is the Washington D.C.-based professional association representing the vacation ownership and resort development industries. Established in 1969, ARDA today has almost 1,000 members ranging from privately held firms to publicly traded companies and international corporations with expertise in shared ownership interests in leisure real estate. The membership also includes timeshare owner associations (HOAs), resort management companies, and owners through the ARDA Resort Owners Coalition (ARDA-ROC).

As usual, the event kicked off with annual golf tournament at The Legends at Orange Lake Resort, hosted by exchange company RCI, where 144 golfers played in support of the ARDA International Foundation (AIF). The proceeds from the tournament support industry research and education programs. Parties and social gatherings abounded, with highlights including Interval International’s annual tradition, the “Party with a Cause,” which this year featured KC and The Sunshine Band, and also raised funds for AIF. Other officially sanctioned ARDA events included the International Reception, which was sponsored by Baker & Hostetler LLP, Ballard Spahr LLP, Lloydshare Limited LLP, and Preston Arza LLP); the Women in the Industry (WIN) Networking Event, sponsored by First American Title Insurance – V.O. Division; and, of course, the ARDY Awards Gala Dinner and Entertainment, sponsored by Holiday Systems International (HIS).

The ARDA Exhibit Hall provided a focal point for learning about new products and services directly from their suppliers, all under one roof.

General and Educational Sessions
This year’s theme, the “Year of the Consumer,” was emphasized throughout all educational forums, workshops, and sessions, including how to leverage digital relationships, ensuring consumer protections for the secondary marketplace, and enhancing sales and marketing practices.

“Our program featured timely topics and relevant speakers as the industry celebrates the passion of timeshare consumers, which has become vacation ownership’s most important asset,” says Howard Nusbaum, ARDA president and CEO. “We were thrilled to see so many of the best and brightest in our industry and hear from many dynamic speakers as the industry continues to develop vacation products consumers desire.”

Keynote speaker Terry Jones, founder and former CEO of Travelocity.com and current chairman of Kayak.com, shared his insights on how to strengthen digital relationships between business and consumers, particularly in the travel industry where more than 80 percent of today’s consumer utilizes the Internet to make travel choices. Attendees also heard from timeshare developer CEOs representing Hilton Grand Vacations, Holiday Inn Club Vacations, Marriott Vacation Club International, Welk Resorts, and Wyndham
Vacation Ownership on the state of the industry, the sales process, the secondary marketplace, exchange programs, and the value of vacations. ARDA also honored its outgoing Chairman Jim Lewis, president of Disney Vacation Club, and welcomed its incoming Chairman, Don Harrill, president and CEO of Orange Lake Resorts, home to Holiday Inn Club Vacations.

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“My kids have enjoyed our timeshare and now they are bringing their kids to enjoy it,” said Kirkwood Edwards, Holiday Inn Club Vacations. “I think this is the way it’s supposed to be.”

And so do nearly 8 million timeshare owners. The American Resort Development Association (ARDA) is partnering with its members to bring the passion of owners to other vacationers through its “Timeshare Fans” Program. These Fans will explain – in their own words – why they love their timeshare.

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“We congratulate Lubner Group for their participation in our Chairman’s League,” said Bob Craycraft, RRP, VP of Industry Relations. ”ARDA’s VIP members represent the vacation ownership industry’s premier leadership of developers, property management companies, outstanding law firms and quality vendors. These members are committed to the industry’s growth and excellence and are dominant participants in networking events, regional and national annual events and receive recognition on ARDA’s website (arda.org) and in print publications. ARDA’s Chairman’s League was born over 12 years ago, in response to members’ requests for a higher level at which professionals could showcase their commitment to the industry.”

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“Florida is home to millions of timeshare periods that consumers purchase. We cannot allow unscrupulous individuals to mislead and defraud our consumers who are attempting to sell their timeshares, many of whom have invested their life savings into their dream vacation homes,” stated Attorney General Pam Bondi.

“I am proud to stand with the Attorney General to introduce legislation that will further protect consumers who purchase timeshare properties in Florida and later lose their money due to fraudulent resale practices,” stated Senate Majority Leader Andy Gardiner.

“Timeshare properties are a vital part of Florida’s tourism and resort industry. People who purchase these properties should be protected from the misleading and deceptive practices being used by dishonest timeshare resale companies,” said Representative Eric Eisnaugle.

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The American Resort Development Association’s (ARDA) International Foundation (AIF) is launching the first comprehensive e-learning platform for the timeshare industry.  AIF will provide ongoing industry-specific training for sales, marketing and operations staff on an easy-to-use e-learning platform.  The first course launching in Fall 2011, is entitled “Partnership Strategies:  Winning in the New Economy.”

“We have been hearing from members for years about the need for more industry-wide, standardized training,” said Darla Zanini, executive vice president, AIF.  “We’re thrilled to be able to deliver the first of many courses that will enhance the skills of the people working in the timeshare industry.”

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Ramy Filo Re-Elected to GATE Chair

Ramy Filo President of the Australian Timeshare and Holiday Ownership Council (ATHOC) and CEO of the Classic Holiday Group incorporating Dial An Exchange has been re-elected for his third term as Chairman of the Global Alliance for Timeshare Excellence (GATE). The position of Chairman runs for a two year period.

GATE was established in 1999 by the leaders of timeshare associations in the United States, Canada, Latin America, Europe and the Middle East, Australia, and South Africa to promote the timeshare industry around the world. Each association retains its own identity, but collectively, the associations seek to cooperate on issues of common concern in order to advance the growth of the timeshare industry worldwide, the interests of their members, and the consumers they serve.

“The role of GATE has never been more relevant as our industry continues to grow and consumers expand their horizons through increased access to timeshare products across the globe via the internet. Collective knowledge and consultation provided through GATE will lead to new initiatives that may have far-reaching impact on how the market positions itself into the future. I am proud to be able to contribute for a further two years,” said Ramy.

One current initiative under discussion in conjunction with the ARDA International Foundation (AIF) is an International Study on the Impact of Timeshare Globally. We will report more to you as new ideas and concepts are processed.

The members of GATE include the following organizations: American Resort Development Association (ARDA); Resort Development Organisation; (RDO) Includes members of European Union; European Union, the Middle East and North Africa; Canadian Resort Development Association (CRDA); Nine national associations including: Mexico; Argentina; Brazil; Venezuela; Chile; Uruguay; Costa Rica; Columbia; Dominican Republic (AMDETUR); Vacation Ownership  Association of Southern Africa (VOASA); and the Australian Timeshare & Holiday Ownership Council (ATHOC) .

2011 ATHOC Conference

The Annual ATHOC Conference will be held from Sunday 11th to Tuesday 13th September 2011 at the Watermark Hotel, Surfers Paradise on the beautiful Gold Coast. This is a must attend event for anyone in the industry or suppliers to the  industry.

The event will see a host of sessions run by industry leaders, organisational experts and talented presenters that can provide you with an array of ideas to take back and implement in your business. We have some very interesting speakers that include: Craig Nash, CEO and President of Interval International & Geoff Ballotti, CEO and President of RCI Pacific, Martin Kandel, Executive Vice President of Global Business Development & Operations for ICE, Dom Albanese, Regional Vice President of Marketing, Sales and Service, Asia Pacific Marriott Vacation Club and Harold Derrah, CEO of Anantara Vacation Club .

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While regulation of the timeshare industry has developed and matured over the past 30 years, specific regulation of the secondary market is still in its infancy.  The current economic environment has led to a rise in disreputable resale companies trying to profit from vulnerable timeshare owners and as a result the resale process has become confusing to many consumers.  “With the rise in fraudulent resale practices and the far too many dishonest resellers preying on consumers, it is necessary to establish legitimate guidelines to help safeguard consumers and ensure a safe resale experience with reputable companies,” said Howard Nusbaum, president and CEO of ARDA (the industry’s not-for-profit advocacy group).

Over the past eighteen months, ARDA and its member task force have worked diligently to propose model legislation for the secondary resale market as part of an effort to standardize and legitimize timeshare resellers and the resale process.  The Model Resale Act calls for specific guidelines related to resellers, including standards for sales and marketing practices and more stringent penalties for fraudulent behavior.

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The Pinnacle award, presented bi-annually to an individual who has attained the highest level of excellence in the vacation industry for their achievement, contribution and positive impact on the direction and standards of the C.A.R.E. organization, was presented to Linda Mayhugh, Accommodations Unlimited. 

Linda Mayhugh

Linda has been involved in the vacation industry since 1987 and is an active member of C.A.R.E., currently serving on numerous committees and has served on the Board of Directors since 2009.  Throughout the years, Linda has maintained the highest ethical standards within the vacation industry and volunteers in various community awareness activities and fundraising efforts.

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“People are still making budget-conscious decisions when it comes to travel, which is why the value proposition of timeshare products is so appealing to our approximately 8 million owners,” said Howard Nusbaum, president and CEO of the American Resort Development Association (ARDA).  Compared to a 58 percent occupancy rate at U.S. hotels last year, ARDA points to the spacious accommodations, such as the option to prepare meals in the timeshare unit rather than dining out for every meal as with a traditional hotel stay, as a primary reason for continued high occupancy rates at timeshare resorts and satisfaction rankings from timeshare owners.

In the past year, the industry has also added sophistication and ease to the way owners can buy timeshare intervals. Instead of selling just one week per year, many now offer increased flexibility by offering “points” that owners can use to customize their vacation needs. They can break up or extend vacation weeks, travel during various times of the year, and/or stay in various unit types at a range of locations.  Some also offer biennial products that allow owners to use intervals every other year, instead of each year.  About 73 percent of survey respondents have intervals of the traditional weekly variety; about 55 percent have some form of points-based products; and, 36 percent of respondents have biennials.

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TripAdvisor, the world’s largest travel site, conducted a recent survey which showed 83 percent of respondents are planning at least one family vacation this year, a four percent increase from 2010. While 59 percent of Americans are planning a trip this summer, up from 51 percent in 2010, according to an American Express Company Survey .  That same survey also found vacationing consumers plan to take an average of two week-long vacations, spending an average of $1,200 a person, and three weekend-getaways, spending $300.  Nearly 70 percent of those planning to travel said they’ll go with their immediate families, and girlfriend getaways and “man-cations” are growing in popularity. 

While travel plans are on the rise, most travelers are still budget conscience and make travel decisions based on cost-savings factors.  With hotel stays costing five to ten percent more this year than last year (AAA/HIS Globlal Insight 2011 Memorial Day Holiday Travel Forecsast), ARDA believes this is an opportunity to reach travelers unfamiliar with timeshare. 

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It was an awkward moment. One that I had a feeling would be on the horizon when I accepted the assignment to cover the Women In The Industry (WIN) Florida Regional Conference this past January for Perspective Magazine.

The conference, held at the Marriott Cypress Harbour Resort in Orlando, Florida, brought together some of the timeshare industry’s leading professional women to discuss issues pertaining to their unique roles within the industry. They could not have been more welcoming and gracious, even though there were a few quizzical looks as some of the attendees tried to process why a guy would spend his Saturday morning at such a venue.

Matt McDaniel, editor of Perspective Magazine North America, and I covered the event for the company and, as the only two guys in the audience of about 100 women, we had a feeling that there would be some good-natured teasing going on. The first hint would be during the first break between sessions when the ladies stood sentry in front of the men’s restroom to commandeer the facilities. As you would expect, their numbers were a little unbalanced regarding their own acilities. Oh well, what’s a few more minutes of waiting ….

Lani Kane-Hanan, senior vice president for resort planning and development for Marriott Vacation Club, hosted the event on behalf of WIN. Explaining the mission, she spoke of the group’s desire to advocate, educate and provide personal and professional growth through networking, education, research and philanthropy. In 2010, WIN was involved in activities such as assisting with college scholarships and fundraising activities for the purchase of breast cancer screening equipment for the women of Abaco Island in the Bahamas. In all, WIN raised $20,000 for projects during the course of the year.

The major discussion of the morning was the announcement of WIN’s partnership with the American Resort Development Association (ARDA) and how this new relationship would affect the group in the future. ARDA is providing administrative support for WIN during 2011 to allow for greater growth and avoid a duplication of resources that both groups felt was unnecessary. The move will allow ARDA to include WIN in a new diversity platform for the association and provide enhanced research, social networking options and a voice for the organization through its membership publication, Developments. “They were at a point where if they were going to move forward, it would take a lot of capital investment and a lot of time and we already had the platform in place that they could build on, so we can take the diversity element and that becomes a driver within our HR Council,” says Darla Zanini, executive vice president, ARDA International Foundation.

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ARDA, an international trade association which fosters and promotes the growth of the vacation ownership industry and serves its members through education, public relations and communications, legislative advocacy, membership development, and ethics enforcement. The Awards Program is an annual ceremony that recognizes the best and the brightest individuals within various categories of the resort industry.

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Discussed financial, operational and legal issues facing timeshare HOAs in today’s economic environment

Steve Brettholtz, president and shareholder of Myers, Brettholtz & Company, PA, Certified Public Accountants & Business Consultants, served as moderator and speaker at this year’s American Resort Development Association’s Annual Convention and Exposition in Orlando from March 27 to 31.

Held at the Orlando World Center Marriott, this gathering for the vacation ownership industry attracted more than 3,000 participants from more than 20 countries and offered attendees a myriad of educational, networking and social opportunities. This is the largest show specifically geared toward the resort development industry.

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The first place winners were in the most important categories of timeshare management: General Manager (overall management leadership), Assistant General Manager (covering day-to-day operations), Maintenance Manager (ensuring that properties and facilities are in tip-top condition) and Rental Manager (providing revenue to the Homeowner’s Association). 

These first place winners were General Manager Jay Anderson, Grand Pacific Palisades Resort & Hotel-Carlsbad, CA; Assistant General Manager Mandi Osborn, Carlsbad Seapointe Resort-Carlsbad, CA; Maintenance Manager Hector Casado, Grand Pacific Palisades Resort & Hotel-Carlsbad, CA, and Jane Hopley Rental Manager of the Year.

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Although WPC provides volunteers and extensive financial support to many other community charities, it was their Home At Last Project that won the award—a special program that has honored combat-wounded U.S. veterans of military campaigns in Iraq and Afghanistan with custom-built, mortgage-free homes. The award was presented to WPC President Jeff Forrest and Project Managers John Russo and Paul Caruana at the annual Awards Gala of the 2011 Convention & Exposition, recently held in Orlando, Florida.

Explained Jeff Forrest, “When the West Orange Habitat for Humanity (from the Orlando, Florida area) saw a need to build ‘disability-friendly’ homes for wounded vets about three years ago, WPC eagerly volunteered to participate in this important project. Our initial intention was to build the homes as a way to say ‘thank you’ for the personal sacrifices the veterans had made while serving our nation.“

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“It’s a huge honor for us to receive this award our very first year of entry,” said Hamad.  “It validates what our entire food and beverage team does each and every day to provide the best culinary experiences for our members and guests.  We constantly challenge ourselves to deliver something unique and high quality.”  The Food and Beverage Award Category is a new category featured for the very first time in this year’s ARDA Awards.

Also submitting four nominations in Advertising, Promotion & Communications, as well as in Design, reflected LHVC’s commitment to excellence in working with the Charmed Creative Group so that company image and branding is reflected in its high end product consistently across the board in all corporate materials. “We are grateful to Linda Mount and the entire Charmed Creative team for raising the bar in branding and positioning LHVC through our upscale collateral material and signage,” said Hans Larcher, Managing Director of Lifestyle Holidays Vacation Club.  “The nomination of their work is a barometer of our continued goal to reach for excellence.”

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“Throughout our 35-year history, Interval has fostered an environment in which employees are encouraged to follow rewarding career paths that best capitalize on their talent and interests,” said Craig M. Nash, chairman, president, and CEO of Interval Leisure Group. “The ACE Employer Award recognizes this dedication to our team.”

Tom Bell, Interval’s senior vice president of governmental affairs, received the coveted ACE Volunteer Award. He has been involved in vacation ownership for nearly 30 years and is a longstanding member of ARDA’s State Legislative and Federal Issues Committees. Bell’s advocacy for strong and balanced legislation around the country — and around the world — earned him this distinction.

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Ducharme is an ARDA Trustee, and also serves as a member of the ARDA-Northeast Executive Committee.  He has been a member of the ARDA Board of Directors since 2003.  His other professional affiliations include the New Hampshire Lodging and Restaurant Association, White Mountain Attractions, New England Innkeepers Association, Ski New Hampshire, and North Country Center for the Arts.

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Club Intrawest placed first out of hundreds of entries in the categories of Business to Business Brochure, Resort Architecture and Landmark Resort.

The Business to Business Brochure called Storybook shares the Club Intrawest vision of creating extraordinary vacation experiences for Members. Although the organization has beautiful resorts in popular locations there is more to Club Intrawest than bricks and mortar. As the Storybook says “There’s a feeling too. A sense of belonging, a genuine community of like-minded individuals connected by the Club experiences they will treasure forever.”

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Bluegreen Corporation won Gold medals for its print edition of Colorful Places Magazine in the Magazine category, the Owner Upgrade Kit in the Brochure–More than Eight Pages category–and the interior design of Building 3000 at Bluegreen Wilderness Club at Big Cedar in the Resort Architecture category.

Silver medals were awarded to Bluegreen Corporation within the following categories:

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More than 2,600 timeshare professionals and industry leaders gathered for the 2011 American Resort Development Association (ARDA) Convention and Exposition at the Orlando World Center Marriott from March 27 through March 31.  This year’s theme, the “Year of the Consumer,” was emphasized throughout all educational forums, workshops, and sessions, including how to leverage digital relationships, ensuring consumer protections for the secondary marketplace, and enhancing sales and marketing practices.

“Our program featured timely topics and relevant speakers as the industry celebrates the passion of timeshare consumers, which has become vacation ownership’s most important asset,” says Howard Nusbaum, ARDA president and CEO. “We were thrilled to see so many of the best and brightest in our industry and hear from many dynamic speakers as the industry continues to develop vacation products consumers desire.”

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ARDA is the Washington D.C.-based professional association representing the vacation ownership and resort development industries. This year, the ARDA Awards celebrated the best and brightest in the vacation ownership industry in more than 60 categories at its annual gala held in Orlando, Fla., on March 30, 2011.

Winners this year came from across Wyndham Vacation Ownership. Named top Resort Department Manager, Bill Cahill, Maintenance Manager at Wyndham Nashville, was praised for determination and persistence in helping owners and fellow associates to safety during the May 2010 flood. Commitment to process improvement and efficiencies garnered Melissa Sowell, Director of Administration in San Antonio, Texas, an award for Marketing & Sales Administrative Support. For his hands-on approach to quality assurance, Dan Beckerman received an ARDY as Sales VLO/QAO/Contract Manager of the Year. The Resort Green Certification Program took home the gold for the best Green Sustainable Program within a Company, while the renovation at WorldMark Coral Baja proved impressive enough to earn accolades for Resort Design – Refurbishment. 

“This was a phenomenal year for Wyndham Vacation Ownership and without question that success is a result of the outstanding efforts of our associates. We know we have one of the best teams in the business and having ARDA recognize the accomplishments of our associates is simply the icing on the cake,” shared Franz Hanning, President and CEO. “At the heart of everything we do is our Count On Me! service promise, to be responsive, respectful and deliver a great experience. All of our winners and finalists embody this commitment to our owners, guests and each other.”

The American Resort Development Association (ARDA) recognized their top industry leaders at the annual Awards Gala of the 2011 Convention & Exposition, held in Orlando, Florida. The evening event, sponsored by Holiday Systems International (HSI), showcases the outstanding accomplishments among individuals, teams, resorts, and companies in a variety of categories.

“It’s about recognizing the ‘best of the best’ in the vacation ownership industry,” said Howard Nusbaum, president and CEO of ARDA. “We shine the spotlight on those individuals whose peers have nominated them for the impact and perseverance they have shown in their professional lives.”

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“We have numerous dedicated and deserving team members at both the corporate and resort levels, and we are proud to have some of them acknowledged at this year’s ARDA Awards,” said John Small, chairman and CEO of Tapestry Resorts. “Janeth in particular is a standout employee, who I have known for the past 12 years. She is the ideal winner of the ‘Spirit of Hospitality’ Award – an amazing person, magnificent leader and a significant asset to our company.”

Olachea serves as the general manager for Park Plaza Resort in Park City, Utah, which is one of the properties managed by Tapestry Resorts and among the most highly regarded resorts in the industry. Olachea, originally from La Paz, Mexico, is known for her hard work and dedication, both professionally and personally. Olachea has served as interim general manager for local properties The Lodge at Stillwater and Shadow Ridge Resort Hotel & Conference Center and for all three resorts consistently meets and usually exceeds all performance objectives. An inspiration to everyone, Olachea is also battling her second diagnosis of cancer and has opted to continue working through her treatment.

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RCI, the global leader in vacation exchange and one of the Wyndham Worldwide family of brands (NYSE: WYN), received four awards last night at the American Resort Development Association (ARDA) 2011 Awards Gala Dinner. Among the most prestigious of the accolades was the ARDA Circle of Excellence (ACE) Innovator Award, which RCI received for making significant enhancements to its RCI^® Weeks exchange program, transforming the vacation exchange experience for timeshare owners around the world.

As a result of these enhancements, RCI Weeks members are able to compare the trading power value of their deposited week to the trading power value of the timeshare interval they want to exchange into and can also combine deposited timeshare intervals, allowing them to exchange into vacations having a higher exchange trading power. RCI now also provides its Weeks members with a “Deposit Credit” if the trading power value of the interval they have exchanged into is less than that of their deposited interval.

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“I couldn’t be more pleased with having Don as our industry leader especially at this unique moment for vacation ownership,” said Howard Nusbaum, RRP, ARDA’s president and CEO. “Don has been a long-time advocate and tireless voice for our industry, as well as someone I’ve learned so much from during these challenging economic times.   With his strong business, financial, and management skills, he is poised to be a truly effective leader for ARDA.”

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Study the financial statements of any interval vacation resort developer, and what is their largest asset? Their receivables. What principal factor determines the profitability of their sales? Receivables performance. How do developers pay 45% marketing and 25% product costs, while only collecting a 20% down-payment? By financing their receivables. Where is every developer’s largest contingent liability? The recourse guarantee on financed receivables.

Yet most articles in Perspective Magazine and other industry publications focus on “sexier” aspects of our business, such as marketing and sales, new development, exciting amenities, and IPOs. Ditto for topics featured at ARDA, VOIC and other industry conferences. Except for the occasional dry report on industry receivables metrics, or indirect references to receivables servicing and collections in IT forums, receivables get little attention in the vacation resort industry.

At Whitebriar we have financed interval, fractional, vacation club and resort campground receivables for 16 years. Before starting Whitebriar, our principals worked in banking, portfolio servicing, structured finance and debt  collection, and one of our principals is also a timeshare developer. These varied experiences have taught us some hard lessons about resort receivables. You might say at this point that we have “got religion.” So here are five of our key “proverbs” for anyone financing or managing a resort receivables portfolio:

• Beware of “Cheap” Receivables Financing.
Like any commodity, money is worth what one pays for it. Low interest rates and liberal terms connote an expectation of low risk, not always an accurate assessment in our industry. Financiers who understand a developer’s business price and structure transactions with generous margins, so that they can remain profitable and keep funding receivables despite an economic downturn or tighter money supply. So developers: Choose receivables financiers who understand your business and for whom financing your receivables is profitable. Financiers: Build a sufficient risk premium into your pricing to accommodate your borrower in challenging economic times.

• Receivables Leverage Should Track Customer Satisfaction.
Customers pay best when they really value their financed vacation purchase. Both financiers and developers should minimize leverage on marginally satisfactory products, such as odd-even sales, “low” weeks or other “entry” products. Leverage can be increased on highly satisfactory products, especially upgrade sales to pre-existing owners. And resort RCI/II scores, vacation ratings and guest satisfaction levels all are important metrics in underwriting portfolio risk. Superior customer satisfaction mitigates the risk of marginal credit scores better than superior credit scores mitigate the risk of marginal customer satisfaction.

• Limit Leverage on Long-term Receivables.
When salespeople write longer-term paper with smaller monthly payments, cancellations and marketing costs decline. But after the sale, longerterm receivable amortizations reduce monthly Portfolio cash flow. Additionally, new financed buyers who require 120+ month financing may be less committed or have marginal affordability. A modest change in economic circumstances or lifestyle may render such buyers unable or unwilling to pay. Finally, developer recourse tolerances fluctuate over time, as do credit policies at most lending institutions. So developers financing long-term receivables should increase leverage only on proven payers and upgrade buyers. And financiers funding long-term receivables where the obligors are un-proven payers or firstgeneration buyers should lower advance rates and tighten their underwriting.

• Underwriting Resort Receivables Is Not Just About FICO and Income.
Traditional bank and consumer credit underwriting metrics such as FICO, income and DTI remain good indicators of ability to pay, but reveal nothing about the obligor’s willingness to pay or level of commitment. We know customer satisfaction impacts resort receivables performance, as does financed term. Other significant factors include: down-payment percentage, payment method, maintenance fees, and prior payment history at the resort. So developers and financiers must employ receivables underwriting and predictive modeling matrices that weigh all relevant factors: traditional bank and consumer credit metrics, plus metrics peculiar to our industry. Doing so will provide an accurate assessment of risk vs. reward, and will allow the financing of all the performing receivables in a Portfolio, albeit in several tranches.

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RCI, the global leader in vacation exchange and one of the Wyndham Worldwide (NYSE: WYN) family of brands, announced the affiliation of the Hard Rock Hotel & Casino Punta Cana in the Dominican Republic during the American Resort Development Association (ARDA) 2011 Convention and Exposition. The lush, 121-acre property on Macao Beach is Hard Rock International’s first ever all-inclusive Hotel & Casino and marks the brand’s debut in the Caribbean.

The 1,800-room resort, which began operating as the Hard Rock Hotel & Casino Punta Cana in November 2010, provides an endless array of personal services, enticing outdoor activities and exhilarating entertainment options. The Rock Spa® is home to the area’s most incredible aqua center with hydrotherapy circuits, clay and color therapy steam rooms, saunas, a sensory experience pool and an innovative ice room for skin purification.

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As an industry, we should congratulate ourselves for creating the timeshare product. During the past 30+ years, vacation ownership has enabled millions of families to enjoy quality vacations at more than 7,000 resorts in almost 100 countries around the world. That’s a ton of happy vacation memories!

Pioneered by some brilliant entrepreneurs, over the years our product has transitioned from right-to-use to fixed weeks to points-based clubs. Every major hotel brand now has its own timeshare division. We changed our image, too, eliminating strangle-themin- the-parking lot sales tactics and fall-apart tour gifts. We are now a class industry.

Today, timeshare resorts have become the preferred choice for vacation accommodations for millions of families worldwide. We accomplished all this while listening to the consumers and improving our product to meet their changing needs.

But at no point along the way did anybody consider a What if? We did not ask ourselves… what would happen if timeshare owners passed away, got divorced, or lost their jobs? What would happen if their family size decreased or they inherited their parents’ timeshares but could not afford the maintenance fees? We were so focused on selling the product we somehow forgot to look ahead and consider the future.

In business parlance, we did not do what most forward thinking entrepreneurs always do … create an exit strategy. According to Wikipedia, an exit strategy is a means of escaping one’s current situation, typically an unfavorable one and is often worth the cost of continued involvement. An organization without an exit strategy – says Wikipedia – may be in a quagmire. Sound familiar?

While we were evolving as an industry, timeshare owners who wanted to sell had no place to erect a “For Sale” sign and even less ways to reach potential buyers. We could not envision the intense need for a secondary timeshare market in 2011 or that the rapid emergence of the Internet would give rise to a proliferation of pseudo solution-based companies, popping up like ants at a picnic. We also did not know that some owners – desperate to sell – would succumb to these unsavory practices. Without a crystal ball, we could not have imagined that today’s technology would spread the news about this single issue like wildfire, causing some consumers to question a future purchase and almost bring a once-thriving industry to its knees.

As a public relations practitioner, the lack of a robust secondary market is much more than a PR problem that can be resolved with a quick “spin.” It is an industry problem. Until we can successfully resolve it – and listen once again to our owners – we are all skating on thin ice. The challenge for us now is What are we going to do about it?

It is important to recognize that there are some highly respected web-based timeshare resellers and renters who have worked diligently to try to resolve this problem. They have strong affiliations with ARDA and have sold or rented thousands upon thousands of timeshares for their customers.

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As part of this new affiliation, Anantara Vacation Club owners who become RCI members will have access to RCI’s network of the more than 4,000 affiliated resorts around the globe and have access to a broad range of vacation experiences. Similarly, RCI’s 3.8 million members will now also enjoy the opportunity to exchange into Anantara Vacation Club properties.

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RCI, the global leader in vacation exchange and one of the Wyndham Worldwide family of brands (NYSE: WYN), announced today at the American Resort Development Association (ARDA) 2011 Convention and Exposition that it added more than 100 newly affiliated resorts to its network in 2010.

RCI welcomed some of the industry’s most respected brands over the past year including InnSeason Resorts and AMResorts. In 2010, the company also added properties from current affiliates including several resorts each from developers like Fiesta Hotel Group, Holiday Club Resorts, Hoteles Decameron Colombia and Mahindra Holidays and Resorts. Additionally, RCI renewed its relationship with existing affiliates including industry leaders Disney Vacation Club, Hilton Grand Vacations and Bluegreen Corporation.

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Over 370 delegates attended the conference, a 50 percent increase over 2009 and the largest turnout for this event in six years.

“This is as large as it’s been since 2004 so that tells me a couple of things. There’s some pent up demand to get together. It tells me that things are starting to get better. It tells me that people want to take their report card out and see how they’re doing compared to other people. The energy here was the best it’s been in years, so that excites me,” said Howard Nusbaum, president and CEO, ARDA.

Even with the usual committee meetings and legislative overtones of the event, conferences are still about businesses conducting business. Robert Kobek is president of Mobius Vendor Partners, a business process, design and management firm, and he was very pleased with the event.

“This conference is hugely successful for us, it always has been. Mostly because this particular conference has more decisionmakers than most conferences that you can attend,” said Kobek. “We come to this conference every year, and this year in particular, because we meet decision-makers and we sign new business. We get new business out of this.”

Kellene Safis, National Director of Contract Sales, Whirlpool Corporation added that “as for what Whirlpool looks for when we come to these kind of events, it’s both a relationship-building experience for us with other suppliers, understand how they’re successful in the hospitality sector of the business, as well as meeting potential customers that we don’t do business with today and presenting our solution and why it’s a good fit for their timeshares and fractionals.”

Changes have been made throughout the vacation ownership industry as a result of the 2008 economic crisis and ensuing after-effects, but the resiliency of the industry has been documented in research commissioned by the ARDA International Foundation (AIF). These studies show an extremely high 84 percent owner satisfaction rate with the product and a near 80 percent occupancy rate.

Nusbaum has seen the way the industry has reacted to the economic climate and adapted to the consumer.

“We’re seeing down payments now approaching 20 percent as opposed to barely being 10 percent. We’re seeing FICO scoring, we’re seeing developers getting rid of inefficient programs, selling in a more consumer-centric way,” Nusbaum added.

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International Cruise & Excursions Inc., ICE, will kick off the 2011 American Resort Development Association (ARDA) Convention at Orlando’s must-see, must-experience ‘hot spot’, Cuba Libre. ARDA convention attendees are invited to join ICE for a party to remember; including amazing hors d’oeuvres, drinks, entertainment and networking on Monday, March 28^th at 8:30pm.

ICE has hosted the annual ICE Breaker Party for more than 10 years, providing convention attendees a way to meet and mingle during the first night of the conference. ICE has partnered with several companies to break the ICE in what promises to be the best ARDA kickoff party yet.  ICE Breaker sponsors include: Carnival Cruise Lines, Royal Caribbean Cruise Lines, Princess Cruise Lines, Norwegian Cruise Lines, Holland America Cruise Lines, Celebrity Cruise Lines, Concord Servicing, Costa Cruise Lines, Viking River Cruises, CSA Travel Protection, Sabre Travel Network, Nordis Direct, Amadeus Technology, Pathfinder Communications  Solutions, Crystal Cruises, Geiger, Cereus Graphics and Cable Solutions.

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“Timeshare rental programs bring high Value per Guest (VPG) customers who actually pay to be on property.  LeisureLink clients report VPGs of up to $1,800 and a reduction in the need for expensive OPC incentives or mini-vac efforts.  LeisureLink clients use our platform, including our revolutionary Active Revenue Management (ARM) product, to drive maximum rental volume and tour flow,” stated Erik Hovanec, President and CEO, LeisureLink.  “The key to success is driving volume, and LeisureLink’s ARM system uses advanced airline-style pricing to maximize both tour traffic and rental revenues.”

“The results of the initial test of ARM at our Cimarron Resort were eye opening.  Rental revenues were up nearly 100% over the prior year. The ARM system delivered on the promise of airline style pricing by using frequent rate changes to deliver additional revenue,” responded Jeff Brodzeller, Director of Revenue Management, Raintree Vacation Club.

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Club Intrawest, the private vacation club which recently received five finalist placements in the American Resort Development Association (ARDA) Annual Award Program has developed its own lexicon when it comes to talking about its community of Members and their shared ownership of beautifully crafted Vacation Homes across Canada, the United States and Mexico.

The organization’s Storybook received ARDA honors in the Brochure (8+ pages) Category.  The Storybook was created to put forth the message that although the organization has top flight resorts (two of which also received architecture and design finalist placement), there is more to Club Intrawest than bricks and mortar.  As the Storybook says “There’s a feeling too.  A sense of belonging, a genuine community of like-minded individuals connected by the Club experiences they will treasure forever.”

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Interval International and RCI – the two largest timeshare exchange organizations in the world – have both agreed to permit trading of timeshare units for potentially affected vacationers even though the resort is currently closed.

While the timeshare industry is no stranger to financial and labor-related issues, the Simpson Bay Resort & Marina is the most popular timeshare property in St. Maarten, and one of the largest in the Caribbean. As such, it has attracted quite a bit of media attention, also in part due to some of the unsubstantiated claims made by the Tenants Association of Pelican Resort Club (TAPRC) and a small handful of its generally anonymous supporters.

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Club Intrawest’s achievements were selected as the “best of the best” from hundreds of entries.  Their accomplishments in the program were honored in the categories of Green Sustainable Programs Within a Company, Business to Business Brochure, Special Event, Resort Design and Landmark Resort. 

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One thing about resales is certain – it is not going away anytime soon. So the issue becomes, how can the overall shared ownership industry work together to make resales a success and, at the same time, maintain the need for transparency and consumer protection?

One way is through regulation, with the new European Timeshare Directive set to take effect in February and tighten requirements for operators in the holiday ownership industry in general, with provisions also affecting the secondary market. Among the new regulations affecting resale companies are requirements to provide additional precontractual information, a 14-day cooling-off period and restrictions prohibiting companies from requiring any payment until the sale of the timeshare is completed or the contract with the consumer is otherwise terminated.

The European Union decided to act due to the recognition that some companies were taking advantage of the differing regulatory environments between EU nations to conduct deceptive business. However, Phil Watson, Managing Director of U.K. resale company Worldwide Timeshare Hypermarket, doubts that the new regulations will have much of an effect on the rogue companies in the industry. “It won’t stop the con-artists because they just bypass the law now. It’ll make no difference when the new legislation comes out, they’ll just bypass it again. They won’t worry,” said Watson. “The new Directive is out there but if nobody enforces it, then nothing happens. And I don’t believe, in our country (UK), that the government will do anything about it. They never have in the past and I don’t believe they’ll do it.”

Watson adds that “all it will affect are the legitimate companies because we will not be allowed to take a registration fee or an advertising fee until the product has been sold. If someone wants to register their week with us, we can’t ask them for an advertising fee until we physically sell that week. So a lot of the companies won’t have a leg to stand on.”

Maria Mills-Farinas of UK based Resale Company, Travel & Leisure Group expresses similar concern, despite having a different interpretation to the legislation with regard to advertising fees.

In her opinion, a reseller is allowed to charge and collect for work once the contract is otherwise terminated, in this case, not the actual sale of the previously owned Timeshare, but the advertising of it.

But can a Resale Company take the risk of placing advertising for sellers and end up not getting paid! She adds that the new regulations will make it more difficult to engage with the buyers to move inventory.

“I don’t have any doubt that there will be a negative impact because, on the buyer’s side, they will have all the flexibility,” said Mills-Farinas. “At the moment, our cancellation rate is virtually zero. It will be like one percent. We don’t have cancellations. I’m not sure what’s going to happen when buyers won’t have to have the little bit of a commitment of a small deposit.”

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“ARDA-ROC members are already an active and engaged audience,” said Howard Nusbaum, president and CEO of ARDA.  “But now, we will be able to inform and motivate owners to become more vocal with policy makers to preserve, protect and enhance vacation ownership,” he continued.  A voting timeshare owner or Home Owners Association (HOA) member who contacts his or her elected official will strengthen the efforts of ARDA-ROC’s legislative team and volunteers.

At its core, the site provides information regarding current and resolved legislative activity around the country as well as from select international jurisdictions, such as the Caribbean.  Users can stay well-briefed on breaking news, upcoming events, and the latest headlines.  Users can also track the progress of specific bills of interest and eventually specific legislation. 

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Selected from a field of international entries, Robb & Stucky’s design work at Bluegreen Corporation’s Harbour Lights vacation ownership resort in Myrtle Beach, South Carolina and the Carriage House Resort in Las Vegas, Nevada were both selected as finalists in the resort refurbishment category. In the category of Interior Design for a New Resort Unit, the Robb & Stucky design team was also named a finalist for its design of the Presidential Suites at The Fountains Resort, located in Orlando, also a Bluegreen property. The top award winner in each category will be announced at a Black Tie Gala held in conjunction with ARDA’s annual convention in Las Vegas on March 30.

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It was a great opportunity for customers, new and old, to meet the experienced team from Travel & Leisure. Customers took the chance to talk about all aspects of the timeshare industry and were ‘very pleased to see a reputable resale company taking the opportunity to meet their clients face to face’. This positive approach gave the team a wonderful opportunity to explain how Travel & Leisure act as an independent broker between private individuals, assisting them to buy, sell or rent a timeshare. It was also a perfect location to educate new buyers about the timeshare industry, reinforcing customer confidence in the product.

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