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CustomerCount®
and Resort Trades Announce
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Customer
Engagement Professional Award Winner
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Indianapolis,
IN – January 2018 / Newsmaker Alert / CustomerCount®
and Resort Trades have
announced the recipient of the 2017 CustomerCount Customer Engagement Professional
(CEP) Resort Trades Award.
The
award, which recognizes outstanding leaders who exemplify customer engagement
within the resort/hospitality industry, was awarded to Jeff Brock, General
Manager of Grand Pacific Resort’s Carlsbad Seapointe Resort.
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Jeff
believes that customer engagement begins with taking care of the people
who work for you. He’s inspired by the axiom, “If you serve your associates,
they will serve your guests.” To that end, our winner hosts an annual Thanksgiving
dinner in his home for his associates and also personally serves champagne
to guests checking in on Sunday mornings.
Jeff’s
dedication has improved resort ratings on TripAdvisor leaping from #9 to
#5 out of 36 in Carlsbad, CA. Even when the resort was under full renovation.
He has also led Grand Pacific Resorts in the Reputation.com score for the
entire year with an average of 865 while the industry average is about
500.
Jeff
was selected from a group of exceptional finalists who were nominated for
the CustomerCount Customer Engagement Professional Resort Trades Award.
Close runners up were Alberto Berriel, Raintree Vacation Club – Club Regina,
Puerto Vallarta and Joanni Linton, Breckenridge Grand Vacations|–|Grand
Lodge on Peak 7.
Alberto
does an amazing job for Club Regina, and he is credited for starting the
resort’s annual Lemonade Day where employee’s children run lemonade stands
and guests act as judges. Joanni has instituted a policy at Grand Lodge
on Peak 7 whereby she or a member of her team responds personally to all
guest post-stay surveys, regardless of how high or low they rank their
resort experience. Now that’s customer engagement!
According
to Robert Kobek RRP, president of CustomerCount,
the nomination process included completing an online nomination survey
to compile the nominee’s qualifications and qualities. “Our online feedback
system measures and reports customer feedback through branded, customized
online surveys, and this system can be utilized in numerous ways–including
an efficient method in determining the winner for this award for its second
year.”
Nominees
were rated on extraordinary interactions with members/guests; remarkable
improvements in on-site ratings of the resort; innovative training techniques
and outstanding social media mentions and reviews. Nominations also included
detailed insight regarding the leader’s performance and contribution showing
how the nominee’s efforts and achievements have significantly impacted
the team, company, and/or community.
Sharon
Wilson, RRP, publisher of Resort
Trades, said, “We are proud to co-sponsor this important recognition.
Too often the people who deal with our guests directly do not receive the
proper accolades they deserve. This award focuses on Resort Managers and
Assistant Managers, as well as other hospitality professionals who work
at the resort level and ensure that members, owners and guests enjoy memorable
and carefree vacations. We will be featuring Jeff and Grand Pacific Resorts
with a profile in the March issue of Resort Trades.”
“Customer
Engagement Professionals deserve special recognition, as do the companies
which promote this unique corporate culture awareness. Both CustomerCount
and our partner in this endeavor, Resort Trades are proud to have
Grand Pacific Resorts and Jeff Brock as our second annual honorees,” said
Bob Kobek.
About
CustomerCount
CustomerCount®
is a feature-rich, cloud based survey solution providing intuitive real-time
reporting, fast turnaround on requested updates, and detailed and dynamic
data gathering capabilities to support process improvement efforts, build
customer loyalty and improve your bottom line. Developed and managed by
Mobius Vendor Partners, CustomerCount was initially designed for the timeshare
and contact center industries and is now used by organizations across numerous
different vertical markets and industries. With TripAdvisor® and Onsite
Service Requests fully integrated into the system, CustomerCount can measure
the entire customer experience from initial marketing contact to post stay.
For more information, visit www.CustomerCount.com
or call 317-816-6000. Follow them at CustomerCount.com/blog
on Twitter @CustomerCount
or Facebook.com/CustomerCount.
About
The Resort Trades
Resort
Trades is a broadside print publication distributed monthly to every
resort in the U.S., as well as to a subscriber-base of senior-level executives
at resort development, management and travel companies. The Trades Publishing
Company also hosts the resort industry’s most widely trafficked website,
www.ResortTrades.com, and distributes
an eNewsletter, Resort Trades Weekly, each Thursday to 20,000+ subscribers.
Advertising information is available by contacting Marla@TheTrades.com
931-484-8819.
About
Grand Pacific Resorts
Headquartered
in Carlsbad, California, a coastal city home to several of our beach resorts,
the Grand Pacific Resorts team provides a memorable vacation experience
to every guest at each property. Led by co-owners Timothy J. Stripe and
David S. Brown, each with over 30 years of vacation ownership experience,
Grand Pacific Resorts has purposefully grown a family of charming resorts
through development and partnership in some of the most desirable locations,
including California and Hawaii. For more information, visit GrandPacificResorts.com.
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Contacts:
Bob
Kobek
CustomerCount
317-816-6000
ext 100
or
Georgi
Bohrod (Media)
GBG
& Associates
619-255-1661 |