Q&A: The people factor in the timeshare industry
Image: 123RF/AirdaIndia This time we discuss the “people factor” in the timeshare industry and how it can be a powerful game changer. Timeshare is all about a vacation experience in a format that is engaging and entertaining – but the key value additions happen via people delivering quality and efficiency.
So what is the customer looking for in the first place? What factors does he consider when he rates a resort in the delivery of services?
To start with, all customers expect clean environments – and that would include clean beds, clean sheets, clean carpets, clean furniture surfaces, clean bathrooms, clean towels, etc. That list could go on and on, but the focus is on a refreshing, totally clean experience.
A customer expects staff response that is helpful and courteous – especially in the areas where he seeks assistance and information. He also expects transparency, clarity and accurate billing for what he needs to pay for – both at the home resort and those he has access to, through a resort exchange company in the network.
While these observations are common to all players in the hospitality industry, it is relevant to the timeshare segment which is still new and relatively untapped in terms of overall potential. The right emphasis on training can result in major differentiators in terms of quality of service and overall customer satisfaction.
Take a look at the areas where AIRDA resorts score.
At the end of the day, every customer, every guest coming to your resort needs to experience that feeling of total comfort – a feeling of belonging. This alone can be a big challenge, because the hospitality industry has so many touch points in terms of service delivery – right from the moment a guest checks in, to the time he checks out.
When it comes to customer engagement these days, happy employees make happy customers. And happy customers come back for more. Timeshare in India is still at that early part of the curve in terms of product awareness and acceptance. So picking the right people for the right jobs is most important.
There’s a saying in the timeshare industry that we’re particularly fond of: If you see a customer without a smile, give him one of yours…
What does an AIRDA membership mean to resort owners and developers? AIRDA comes in as your industry partner, conscience keeper and business catalyst - with a wide portfolio of support services.
What does AIRDA mean to holiday seekers and prospective customers? AIRDA comes in to provide information and offer guidelines on making the right timeshare decisions.