please click here. - Villa del Palmar Cancun Members

Club Caribe Board of Directors
• Robert Kistner, President
• Fernando Gonzalez, Jr., Vice President
• Dennis Morrissey, Treasurer/Secretary
• Carlos Aquino, Director, VP Hospitality, TAFER
• Ward Anderson, Member Director
• Don Horton, Member Director
• Ron Van Denakker, Member Director
Tafer resorts
•
Fernando Gonzalez, Chairman of the
Board/Developer
• Fernando Azcona, Gen. Dir. Vacation Owner
Division
• Bobby Kistner, Assistant Project Director
• Gonzalo Bernal, Regional Marketing Director
• Norma Acevedo, Dir. Member Services
• Mark Nelson, Legal Counsel
Villa del Palmar Cancun
Onsite management
• Germain Gallardo, General Manager VDP Cancun
• Juan Carlos Gonzalez, Resort Manager
• Carlos Aguirre, Controller
• Karina Pena, Groups & Weddings
• Marifer Bautista, Head VLO
Club Representatives
• Rhonda Mayer, UVCI Club Services Director
• Cynthia Lasher, UVCI Client Services Manager
• Norma Rivera, UVCI Operations Coordinator
• Brittany Blanscet, UVCI Social Media Specialist
Servicing Representatives
• Odilia Guiant, ResortCom VP Client Experience
• Courtney Franklin, Call Center Director
• Nicholas Calixto, ResortCom Member Services
• Patrick Stewart, VP ResortCom Marketing
• Kraig Hill, Dir. Marketing, ResortCom Marketing
• Chelsea Ward, ResortCom Marketing
Villa del Palmar Cancun
Member Advisory Committee
(MAC)
•
•
•
•
•
•
•
Roland Ashman
Christy Henley - present
Michael Criscione
Lucille Baldwin - present
Elaine DeFelice Delong
Steven Tebow - present
Ted Sheyda
Eagle’s Wings Foundation
•
Robert Kistner, EWF Board Member
•
Sara de Cardona, EWF Board Member
•
Martha Azcona, EWF Board Member
•
Julieta Reynoso, EWF Regional Representative
•
Cynthia Lasher, Board Secretary
III. Proof of Notice/
Certification of Quorum
IV. Board Candidate
Nominees
Carlos Aquino
Don Horton
Ron Van Denakker
Robert Kistner
V. Collection of Ballots
VI. Approval of 2015 Minutes
VII. President’s Message
Robert Kistner
Club Caribe President
Inventory Management
• Our Priority – highest level management of inventory
• Dedicated to maximizing inventory usage – members
who use their time are happy members!
• Weekly inventory analysis meetings with all key
departments. Goal – to Identify high-demand
times/units, improve customer satisfaction.
• Have added more of specific unit types to inventory
allotments – very successful strategy in improving
member satisfaction
Club Caribe - Increase in Membership
YEAR
MEMBER COUNT
As of March 01, 2015
5636
As of March 01, 2016
7552
34% increase in 12 months
club caribe Member Usage
Rooms Nights Occupied 2014 vs. 2015
YEAR
TOTAL ROOM
NIGHTS USED
2014
12,401
2015
14,080
14% increase
Club Caribe Members –
using sister properties
Total Room Nights
Garza Villa del Villa
Blanca Arco del Mar
VDP
Flamingos
VDP
Vallarta
VDP
Cabo
VDP
Loreto
Totals
2013
256
443
7
588
343
566
239
2442
2014
887
620
32
939
553
1115
238
4384
2015
912
1392
45
1571
1037
1540
439
6936
Interval international EXCHANGE
• Improving service – Interval International has now
implemented a dedicated phone line specifically
for our members to help reduce hold times.
• Special training and refinement of procedures at
both II and Resort Com Call Centers is being done
to assure the highest level of service to members.
VDP CANCUN –Exchange Outbounds
(Club Caribe members –other resorts visited)
2014 - Total weeks deposited for
exchange = 464
2015 - Total weeks deposited for
exchange = 588
Percentage increase – 27%
Points redemption program
Now greater flexibility!
Each year you can use as many points as desired from
your annual point allocation and your vacation banked
points towards the pre-purchase of products and
services at the resorts.
Only requirement - 50% of payment in cash is
required for all Points Redemption Purchases.
Points redemption program
The Points Redemption Program allows members the flexibility to
use their points in ways other than just for rooms inventory at the
resorts.
Points
can
Book
Rooms
Points can Pay for
Meal Plans
Points
redemption
Points
redemption
Points = Ahhh at the Spa
Points
redemption
Points are Flowers,
Groceries or other
Amenities
delivered right to
your room!
We are proud to Introduce
Your new sister properties
• Garza Blanca Riviera Maya
• Garza Blanca Cabo San Lucas
Garza Blanca Riviera Maya
Garza Blanca Riviera Maya
Garza Blanca Riviera Maya
Garza Blanca Riviera Maya
Garza Blanca Riviera Maya
LOBBY
Garza Blanca Riviera Maya
LOBBY
Garza Blanca Riviera Maya
LOBBY
Garza Blanca Riviera Maya
UNIDAD TIPO 2R
Garza Blanca Riviera Maya
UNIDAD TIPO 2R
Garza Blanca Riviera Maya
UNIDAD TIPO 2R
Garza Blanca Riviera Maya
UNIDAD TIPO 2R
Garza Blanca Riviera Maya
UNIDAD TIPO 2R
Garza Blanca Riviera Maya
UNIDAD TIPO 2R
Garza Blanca Riviera Maya
Garza Blanca Los Cabos
Garza Blanca Los Cabos
Garza Blanca Los Cabos
Garza Blanca Los Cabos
Garza Blanca Los Cabos
LOBBY
Garza Blanca Los Cabos
LOBBY
Garza Blanca Los Cabos
LOBBY
Garza Blanca Los Cabos
RESTAURANTE BOCADOS
Garza Blanca Los Cabos
RESTAURANTE BLANCA BLUE
Garza Blanca Los Cabos
RESTAURANTE BLANCA BLUE
Garza Blanca Los Cabos
LOUNGE BAR
Garza Blanca Los Cabos
LOUNGE BAR
Garza Blanca Los Cabos
UNIDAD TIPO 2R
Garza Blanca Los Cabos
UNIDAD TIPO 2R
Garza Blanca Los Cabos
UNIDAD TIPO 2R
Garza Blanca Los Cabos
UNIDAD TIPO 2R
Garza Blanca Los Cabos
UNIDAD TIPO 2R
Garza Blanca Los Cabos
UNIDAD TIPO 2R
Garza Blanca Los Cabos
VIII. Club Director Report
Rhonda Mayer
Club Director
OUR GOAL
• To Increase member engagement
→ leads to increased member usage
→ leads to increased member satisfaction
Enhancements –activation program
• We want to create a feeling of excitement from the
very beginning, so we have shifted from focus on
information to focus on member motivation and
engagement
• Team Members use a New Activation Script
• New Member packet has been retitled “Vacation Guide”
using interactive software to flip pages of Guide
Activation Program
“BEFORE”
“AFTER”
Call Calibration–
• We hold weekly meetings to review sample calls
in depth and critique the agents’ responses.
• We identify areas that need to be clarified,
improved or made consistent.
Engagement - Website
“Members” Drop down: Benefits & Programs,
Reservations, Maintenance Fees, Club Info, Annual
Meeting, Rental Program , Social Responsibility
www.vdpcancunmembers.com
Engagement - Website
“Resort” Drop down: Amenities, Villa Suites, Restaurants,
Spa, Activities - On and Off Property
www.vdpcancunmembers.com
Engagement
Newsletters –
monthly format;
archived and
searchable by
category or word
Engagement
Eblasts – our primary source of
communication
We have developed a new
reporting format to more
accurately gauge the effectiveness
of our e-blast marketing
campaigns.
Over time this will provide a
trend analysis to identify more
clearly the types of promotions
or offers that elicit higher
response rates.
ResortCom International
Services
Member Center
• Loans, Maintenance Fees, Reservations, Exchanges
• Pre-purchase of Meal Plans, Airport Transfers, Amenities
• Points Redemption
• Hours of Operations EXTENDED!
• New Hours: 6:00 AM to 8:00 PM PST (M-F)
– Weekend Hours: 8:00 AM to 5:00 PM
ResortCom Focus
2016:
• Phone System Upgrades and New Features:
• Live Chat
• Virtual Hold “Lets us call you back while hold your place in
line”
• Self Servicing Options
• Website
• Automated Phone Responses
• CRM (Contact Relationship Management) - system that
manages electronic forms of communications.
IX. Financial Update
Dennis Morrissey
Club Caribe Treasurer
Financial Report
Total Revenues – Inclusive of Reserves
Total Expenses
3/31/16
(Interim Results)
$ 1,206,146
$ 1,100,425
Operating Income before Reserves
$105,721
Reserve Fund contribution YTD
2016 Total Net Income
$105,721
$0
Club Caribe is currently on track to meet
the goals in the 2016 Budget.
2016 BUDGET OVERVIEW
Total Revenues - Inclusive of Reserves
$ 5,055,393
Total Expenses
Operating Income before Reserves
$ 4,610,774
$ 444,619
Reserve Fund Contribution & Capital
Expenditures Expenses
$ 444,619
Net Operating Surplus/Deficit
$0
Financial Report – Maintenance Fees
The Club is proud to announce that the membership dues remained the same for 2016.
Historically, increases are driven by economic impact related to inflation in Mexico, employee
wages, utilities and taxes or the benefit or impact of currency devaluation between Mexican peso
and United States dollar.
This impact in 2015 was minimal, so we were able to maintain resort operating costs nearly in
line with the prior year. Currently, the Club is meeting expectations, effectively controlling expenses
and collecting membership dues.
In Fiscal Year 2016 –
The Club assessed NO increase
to the Maintenance Fees .
Capital Reserves

The Capital Reserve portion of the
Membership Dues will be set at 10%
of the Maintenance Fees for our VPA
Members in accordance with the
Reserve Capital Expenditure Plan.
Club Caribe continues to maintain and properly fund the necessary amounts to
operate the Resort to the highest level of service. In addition, the Club will again
set aside the necessary funds for the Capital Expenditures, which you will see in
future years through improvements at the Resort.
X. Villa Group/
Tafer Resorts
Destinations Update
Carlos Aquino
Vice President Hospitality Tafer Group
· CLUB CARIBE·
· 2016 ·
· Clarabridge Member
Feedback ·
· BENCHMARKING ·
Clarabridge Benchmarking
Owners Division
Average:
89.1
Clarabridge Benchmarking
Garza Blanca
Average:
92.3
Clarabridge Benchmarking
Hotel Mousai
Average:
93.1
OUR PURPOSE
• To create extraordinary
vacation experiences and
hotels that accompany our
guests for a lifetime.
OUR PASSION POINTS·
OUR PASSION POINTS
OUR PASSION POINTS
THEMED EVENTS AND
WEEKS JUNE WELLNESS
GARZA BLANCA/MOUSAI
WELLNESS VILLA DEL PALMAR CANCUN
OCTOBER 2016
CUISINE OF THE SUN AT
VILLA DEL PALMAR FLAMINGOS APRIL 2016
A star-studded event, curated by Food Network Celebrity Chefs
and USFOODS Culinary Specialist Penny Davidi, feature
dinners, cooking classes, wine tasting and the finest dining
experiences for all particitans.
CUISINE OF THE SUN AT
VILLA DEL PALMAR FLAMINGOS APRIL 2016
• Opening Night with
Top Food Network
Chefs
• Our Members
enjoying our
charismatic Celebrity
MC:Mr. Dennis
Haysbert
· O U R S I G N AT U R E O P E R AT I N G
PROGRAMS
· L I V I N G O U R S E R V I C E S TA N D A R D S ·
Play VIDEO
PERFECT ROOM PROGRAM
Villa del Palmar Cancun
PERFECT ROOM PROGRAM
Villa del Palmar Cancun
Perfect Plate
Top Chef Patron at all our Restaurants
Chef Alfredo Bazán
Chef Zamá -
Chef Álvaro Cortéz
BocaDos STK
Chef Carlos Leyva
Hiroshi
Chef Diego Stefan
Davino
Chef Saju Samuel
Caprichos
Chef Mario Castro
Blanca Blue
Top Chef Patron at all our Restaurants
Chef Stuart Roger
Neptune Seafood, VDA
Chef Emanuele
Olivero
Bella California
Chef Jorge Salas
El Patrón
Chef Candelario León
La Casona
Chef Table’s Experience in our
Signature restaurants… indulge
•
•
•
•
Davino’s
Hiroshi
Danzante Loreto
TheMarket Loreto
•
•
Blanca Blue
Other Themed
Restaurants
Villa
Group
MEXICAN AVANT GARDE CUISINE
NEW CONCEPT AT BLANCA BLUE
By CHEF MARIO CASTRO
MEXICAN AVANT GARDE CUISINE
CHEF MARIO CASTRO SIGNATURE DISHES
DAVINO’s ITALIAN CHIC
By Chef Diego Stefan
By Chef Saju Samuel
NEPTUNE SEAFOOD
At Villa del Arco Cabo by Chef Stuart Roger
HAVANA LOUNGE
At Villa del Arco Cabo
RESTAURANT SURVEY TABLET
SAVOIRE FEST
1st Mexican Cuisine Contest
Villa Group employees from all departments compete for the Grand
Prize by preparing their own homemade specialties.
LOS CABOS
·
VILLA PALMAR FLAMINGOS
·
VILLA LA ESTANCIA
BATTLE OF THE CHEFS
Members become the judges at Villa Group’s own version of an
Iron Chef Competition! Two chefs battle it out in Neptune’s Show
Kitchen with the dream of winning the Quarterly Championship.
BREAD MAKING CONTEST
Villa del Palmar Vallarta, Villa del Palmar Flamingos and Garza
Blanca took part in a bread making contest on October 1st this
year.
KIDS CLUB CANCÚN & ACTIVITIES
PROGRAM
Kid’s Club Villa del Palmar Cancun
KIDS’ CLUB
DAYCARE &
ACTIVITIES PROGRAM
Villa del Palmar Cabo
BEACH ROCKING CHAIRS & SEATS
Islands of Loreto
For our members’ pleasure, the carpentry department has done a
great job with creating different handcrafted furniture made for
relaxation and comfort.
DANZANTE GOLF COURSE
Islands of Loreto
· LAUNCH OF NEW WESTJET
FLIGHT ·
LAUNCH OF NEW WESTJET FLIGHT
Islands of Loreto
With the launch of a new WestJet flight, a whole new window of
opportunities arises for Loreto, an official Pueblo Mágico since 2012
and one of the region’s destinations with the most potential.
· A S S O C I AT E A N D S E RV I C E ·
ENHANCEMENT PROGRAMS
CERTIFIED NANNIES & BABYSITTERS
Villa del Palmar and Villa del Arco
Every year Villa Group takes responsibility for making sure its
nannies and babysitters are trained to keep our members’ children
safe, providing first aid training certified by the American Red Cross
and led by DC. Mauricio Obaldia.
We want our members to know they are leaving their children in
good hands when they choose this service.
THE ART OF DOING BUSINESS
Villa del Palmar Cancun
NEW TRANSPORTATION BUSES FOR
OUR ASSOCIATES.
Villa del Palmar Cancun
BACKPACK PRESENTATION
Villa del Palmar Puerto Vallarta
The long-awaited “My Backpack 2015” program took place to recognize the
efforts and dedication of our great young talent with a backpack equipped with
school supplies for the new school year, 2015 – 2016
· COMMUNITY OUTREACH ·
AND ECO CONSCIENCE
ENGLISH LESSONS
Islands of Loreto
As part of our social responsibility
program, we are continuing with English
lessons for children in the communities of
Ensenada Blanca and Ligui. Each
Saturday, the hotel welcomes the local
children to share moments of great
learning as well as pleasure as they learn
English.
COMMUNITY OUTREACH
Villa del Palmar y Villa del Arco
On Firemen’s Day, August 22, Villa Group assisted in outfitting each of Cabo
San Lucas’ Fireman and Firewoman with a brand new pair of specialty boots.
DEVASTATING FIRE IN COMUNDU
Islands of Loreto
The neighboring community of Conmondu suffered a devastating fire last May
in which a total of 45 homes were completely consumed by fire.
In response to the tragedy, and with the support and commitment of our
employees, we began a campaign to collect food, clothing and household items
amongst others to support the community.
VILLA GROUP HELPING
THE COMMUNITY
Villa del Palmar and Villa del Arco
Continuing with Villa Group’s starter home project and marking the conclusion
of the first phase, 35 homes were officially handed over to Villa del Palmar
and Villa del Arco employees who had been affected by the loss of their
homes during Hurricane Odile last September.
VILLA GROUP HELPING
THE COMMUNITY
Villa del Palmar Loreto
BEFORE
AFTER
GOING GREEN
Villa del Palmar Loreto
GO Green!!
OUR DEFINING
GESTURE
We touch our heart
with our hand
to remind US we
are honored to
serve you.
We touch our heart
with our hand
to remind YOU we
are honored to serve
you,
· THANK YOU FOR YOUR MEMBERSHIP ·
XI. Pre-Arrival and
Referral Program Update
Patrick Stewart
Vice President ResortCom Marketing
Prearrival Concierge
• 5 Star Service Prior to Arrival
• Vacation Assistance
• Post Vacation Survey and Feedback
Welcome Letter
Pre-Arrival Reminders and Specials
Referral Program
How do I refer someone?
–Call our Referral Department
1-800-676-9394
–Every Resort Concierge
–Pre-Arrival
FaceBook App
Facebook Post
Referral Program
• How do you receive your Palmares?
– All referred guests are entered into our Referral Software
Program for tracking and accounting
– A monthly report is generated with Qualified Palmares
payouts and the Palmares are then mailed out to the
members registered address
• What can be purchased with the Palmares?
– Annual maintenance fees
– Resort services including the Spa, Meal plans, Day care etc.
– Additional nights
– Room upgrades
2014 Dream Vacation Winners
Rob and Betsy Berger – Alaska Cruise
2015 Dream Vacation
Winner
Wilda Pentola
VII. Eagle’s Wings
Foundation Update
Sara de Cardona
EWF Board Member
EWF President
• Eva Contreras de G
Eagle’s Wings Foundation
EWF’s mission- to provide financial assistance to charitable groups in the neighboring areas of
Villa Group Resorts to "give back" to the communities that have provided wonderful memories
in our "Homes Away From Home.”
• Since its inception, EWF has granted more than $3,000,000.
Who do we help?
•
•
•
•
•
•
•
DIF—Government sponsored assistance
Medical and Dental Clinics and Facilities
School Bus Maintenance
Day Care for Underprivileged Children
Training for Autistic Children
Humane Society
Homeless Shelters
•
•
•
•
•
•
•
•
Orphanages
Mentally and Physically Challenged
Rehabilitation Centers
Special Education Programs
Programs for the Elderly
Food Banks and Food Services
Public Library
Educational Facilities and Scholarships
EWF Cancun Team
Cancun Grant Program 2015
Cancun identified the first 5 programs that received grants last year:
• Fundacion Ciudad de la Alegria, A.C. –operates 12 homes for the homeless,
needy pregnant women, the elderly and at risk youth. $7,500
• Association of Parents with Mentally Disabled Children of Benito Juarez, AC
- serves those with Down syndrome and other disabilities, supporting
youths from age 14 who have had to leave government sponsored school
by offering occupational educational and other assistance. $7,500
• DIF – Isla Mujeres – programs for families and impoverished children.
$15,000
• DIF – Isla Mujeres – programs for
families and impoverished
children. Eagl’es Wings helped
remodel kitchen facilities in a
home for the Elderly
APAFHDEM – An association of
parents providing educational support
for kids with Downs Syndrome and
other disabilities – who would
otherwise have to stop school
Thank you Letters – disabled children from Apafhdem
I thank you for giving me the opportunity
of having your support to start this school
year, I am very happy because I met my
new teachers and I have all my school
supplies to be able to learn a lot. I know
they will teach me with a lot of affection.
When I grow up I would like support
others, just like you are helping me now.
Thank you for making me part of your life.
Oscar Ricardo Carbajal, 5th Grade
Thank you for your support to start this
school year with a lot of hope and beautiful
things that will make me a better person in
the future. The education that I receive
today will be the greatest opportunity to
succeed. I would like to send you a hug to
thank you for your generosity and
unconditional support. Only people who
have God in their hearts can help the way
you do.
Alfonso Martinez, 5th Grade
Cancun Grant Program 2016
Cancun will grant the following 5 organizations for 2016 - $20,000:
• 1.- "Con tu Ayuda si cambias una Vida" AC $2,000 usd (Escuelita de
Sonia)
• 2.- "Vida y Familia de Quintana Roo" AC $2,500 usd (VIFAC)
• 3.- "Asociacion de Padres de Familia con Hijos Deficientes Mentales de Benito
Juarez" AC $2,500 usd (APAFHDEM)
• 4.- "Fundacion Ciudad de la Alegria" AC $2,500 usd (Mano Amiga)
• 5.- DIF Isla Mujeres $7,000 usd
• 6.- Cruz Roja Isla Mujeres $3,500
VIII. Announcement of
Election Results
XIV. Adjournment
XV. Questions & Answers