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| The
award, which recognizes outstanding leaders who exemplify customer engagement
within the resort/hospitality industry, was awarded to Gordon McClendon,
Vice President/Client Relations SPI
Software.
This year Gordon had the opportunity to apply customer care skills time and time again. Empathy is an often undervalued leadership trait, but Gordon’s genuine concern for clients under duress in 2020 made him once again stand out as a role model. Two other important resort industry professionals place 2nd and 3rd in the tight competition. The first runner up was Scott Bryant, Senior Director UAT and Implementations/Hilton Grand Vacations. Scott was praised as a timeshare veteran with an extensive skill set and knowledge who not only engages customers but helps them derive the answers they need before they even know what to ask for. IT people don’t always get a lot of customer kudos, but Scott has engaged with both internal and external customers successfully for thirty years. The 3rd runner up for the CEP Award was the very popular bellboy at Club Regina Los Cabos, Edelberto Soto. Truly a front line worker he is an employee who loves his work, always seeks the satisfaction of members and guests with a positive attitude. He not only handles emergencies calmly and efficiently but is willing to compromise to make every guest has a positive experience. According to Robert Kobek RRP, president of CustomerCount, the nominees truly exemplify what this award is all about. “We have nominees from three distinct organizations who carry on very separate rolls. In each case they are perfect examples of the power of caring customer engagement.” The award 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 this year.” 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 hospitality professionals whose efforts ensure that members, owners and guests enjoy memorable and carefree vacations.” “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, The Resort Trades are proud to have SPI Software Solutions and Gordon McClendon as our honorees this year,” said Bob Kobek. About
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Gordon
McClendon has proven himself to be a leader in the Vacation Ownership industry
for over thirty years. He has led by example and supported the industry.
As his nominator said in his application: Gordon “always puts our customers
first, communicates with all employees what our company mission is, and
has always been willing to mentor and assist both our employees and customers.
He is a true leader and pioneer for our Vacation Ownership industry.”