Resort Operations

We have extensive experience in resort operations.   We have the expertise, the skilled people and the experience to plan, create and open new resorts, or help your existing resort to operate better.  

 

Leisure Management Plus is an RCI Affiliate Access Partner in Europe.

"During the period of Stuart's leadership, the resort was transformed. It had been a struggling, relatively tired and not very well run operation with a high level of owner and customer dissatisfaction.  As a result of careful, capable and determined management it became an outstanding success story and achieved dramatic improvements in quality standards, owner and guest satisfaction and achieved awards for service and quality. 

Norma Hartshorn, customer, club member, management committee (HOA Board) member, past Secretary General and past Chair - TATOC

We have opened new resort properties around the world from the Costa Del Sol and Canary Islands, Spain to West Africa.  Malaysia to San Francisco and Sonoma County California and we have dramatically improved many others in Europe, North America and Mexico.

We have turned around several struggling resort operations following a "Resort Operational Review" and being asked to take over management supervision.  We do it through careful and methodical analysis, coaching of management, training of staff, team building, making seamless the integration of marketing, sales and resort operations.

 

In many cases where we have done this, we have turned the resorts from loss making businesses, tired struggling resorts or simply poorly managed operations, into outstandingly successful award winning operations with exceptional guest satisfaction rates and dramatically improved sales results.

"I am forever grateful to you for your mentorship.  I am almost certain we will win this award this year as there is no-one else close in QA average or TQI.  I have been wanting to thank you for helping us to achieve this, albeit ex post facto."

Mark Torres Resort Manager

Leisure Management Plus can ........

which ........

  • increases sales

  • increases referrals

  • increases repeat business

  • increases resort operations revenues

  • and ...... increases your profits !

... improve integration of marketing, sales & resort operations teams

... improve guest experience and customer satisfaction levels

... improve RCI or II and TripAdvisor ratings

... improve product, service & quality

Please call or email to see how we can help you with your development project or help your resort operate better.

United States

Idaho

This resort in Idaho placed under Stuart Humphreys direction while he was with Wyndham Vacation Ownership was struggling to achieve success and reach it's full potential.  It had not passed some of it's QA inspections and Internal Audits and there were some staff morale & retention problems.  Management was mired in a somewhat negative frame of mind about the high standards set by the company. Mixed guest comment card ratings, relatively low rankings and lacklustre results all round.

Without changing the manager or any member of the management team - instead by individualised coaching and development of their skills and approach to the tasks of day to day management.  With carefully considered personalised mentoring, motivation and leadership, this resort became an outstanding success story within a nationwide group of some 70 + resort operations in its immediate group and #1 in the overall company wide competitive set of some 170 WVO resorts.  

 

The resort became a Top Performer in terms of customer comment card scores, ratings and in all performance metrics and indicators, including satisfied and happy guests which lead to repeat & referral sales.

California

Another underperfroming resort in Southern California, placed under Stuart's direct supervision, leadership and direction following his Resort Operational Review & Improvement Plan, while he was with Wyndham Vacation Ownership as a Resort Operations executive, had struggled with lackluster performance for years.  It's leadership team and staff considering it a lost cause due to an express railway line with frequent coastal trains on one side and a busy freeway on the other side of the property [they thought] spoiling the guest experience along with an exterior colour scheme that they thought the guests didn't like.  These were mistakenly believed to be the causes of the resort's poor performance and results.   However, it was the approach and attitude towards these challenges that was the problem. Not the location.  The location was, and is, in fact stunning !

After an Operational Review and Improvement Plan followed by three years of careful and considered supervisory management, direction and leadership, together with personalised coaching of the resort manager and team, once again - and significantly - without making a change of manager, this resort was turned around. Through thoughtful coaching, staff motivation, an attitude overhaul throughout the whole team of multi-lingual staff, and with cross functional team building, the operation was transformed to become the most outstanding performer in the group in terms of customer ratings, in house repeat & referral sales and all performance metrics.  

Later in the process the resort also benefitted from a partial refurbishment with new furniture, paint and carpets in the units and a redesigned front desk and public area lobby, which helped it to maintain it's new found success.  However, it is important to note that new fittings and furnishings were by no means the major or driving factors in it's recovery to become an outstanding performer.  That happened before the refurbishment by a steady, progressive and ultimately dramatic change in the way the property was managed.

 

There are many newly refurbished and newly built hotels and resorts but it is what goes on with the people and the management together with every guest interaction and guest's experience that makes an outstanding operation into an outstanding operation and success.  

 

Coinciding with the conclusion of Stuart's 3 year period of supervisory management, mentoring, leadership and turnaround of this resort and almost 9 year period of leadership of the region, this resort won the coveted "ONE WYNDHAM AWARD" - a periodic award for the best performing resort in terms of the combined results of Resort operations, Customer Satisfaction and Sales.  The resort's management team was rewarded with a personal visit from the Executive Senior Leadership Team who went to the resort to present the awards to the resort manager and sales management teams in October 2012. 

San Francisco

This is an historic 108 room hotel built in 1908 which was acquired in San Francisco in 2008 completely refurbished and made in to an 88 unit urban timeshare resort.  The project was directed and overseen, the management and staff team selected, hired and trained and the resort opened by Stuart Humphreys while he was vice president of resort operations for the central region, WorldMark by Wyndham covering the Western United States.

Sonoma County California

Mexico  - Cabo San Lucas -

Following an Operational Review and Resort Improvement Plan created by Stuart Humphreys and a short period under his leadership and direction, this resort in Mexico was turned around from having previously been an underperforming, problematic and challenging resort.  

 

Day to day management by the local manager and team was dramatically and quickly improved by careful and considered leadership, advice, coaching and motivation of the general manager - as well as guidance, motivation, planning and training given to the team of department heads and staff.  

Customer satisfaction scores dramatically improved and the superbly located property - right on the beach - was subsequently completely refurbished and became very successful in both sales and guest satisfaction scores. 

Europe

These pictures are of resorts in Tenerife where the management of the resorts and club administration was directed by our founder and are examples of what is referred to in the testimonial "pull quotes" from former clients below. See more about these projects under "Refurbishment" case studies on following pages.

We can ....

  • improve product and service quality standards;

  • improve your resort's RCI or II and TripAdvisor ratings; 

  • improve your guest experience and customer satisfaction levels;

  • improve integration of marketing, sales & resort operations teams.

     ..... all this will ........

  • increase sales;

  • increase repeat business;

  • increase referrals; 

  • increase resort operations revenues;

  • and ...... increase your profits !

The following testimonials from former clients relate to the two resorts in the pictures above and the projects we made happen to revitalise and improve those resorts.

 

"During the period of Stuart's leadership, the resort was transformed. It had been a struggling, relatively tired and not very well run operation with a high level of owner and customer dissatisfaction.  As a result of careful, capable and determined management it became an outstanding success story and achieved dramatic improvements in quality standards, owner and guest satisfaction and achieved awards for service and quality. TATOC has been pleased to recommend Stuart to resorts needing expert and specialist professional management and we have had the benefit of his presentations at our annual seminars when he has presented on management of resorts and quality standards."

Norma Hartshorn, customer, club member, management committee member, past Secretary General and past Chair - TATOC

 

"I had come to expect that whatever difficulty arose, I could be confident that you were there to resolve the matter!  There can be no doubt that the skills which you have demonstrated have been largely responsible for our resort maintaining the highest of standards within the timeshare industry.  I have no doubt that you will be a hard act to follow and would add that I personally have the highest regard for your professionalism and your integrity."

Brian Boggis, chairman of management committee

customer & club member - Sunset Harbour Club

 

We have turned around several struggling resort operations following a "Resort Operational Review" and being asked to take over management supervision.  We have done this in the UK, Spain, Canary Islands and Africa, as well as in the USA and Mexico.  

 

We do it through careful and methodical analysis, coaching of management, training of staff, team building, making seamless the integration of marketing, sales and resort operations.

 

In many cases where we have done this, we have turned the resorts from loss making businesses, tired struggling resorts or simply badly managed operations, into outstandingly successful award winning operations with exceptional guest satisfaction rates and dramatically improved sales results.

One such group of resorts in the United Kingdom and Spain was turned around to become profitable from losing 2 million pounds sterling a year in a group of nine hotel and resort operations, with 1.2 million of that being lost in just the three resorts in Spain.  The following are the nine resorts in question.  After having analysed the whole group and identified where the priority attention was needed, we were asked by Barratt International Resorts to take over management of the three in Spain.  

 

We took over leadership of the company and the entire team in Spain - Sales, Marketing and Resort Operations - and successfully put the business back on track within a year.  Reference letter from the CEO of the company that bought the whole group is to be found on the "prior assignments page" under "consulting" and the "testimonials page" under "about us" - scroll down among the testimonials for additional information about further consulting and brokerage work we did for Barratt International Resorts and later MacDonald Resorts to identify and locate new resort opportunities for them in the USA and elsewhere internationally.

 

1 - Elmers Court Country Club & Spa where we also conducted a Feasibility Study to add an hotel

2 - Plas Talgarth Resort Health & Leisure Club - Aberistwyth, Wales, where we also conducted a feasibility study to add a golf course

3 - Forrest Hills Trossachs Club Scotland where we also conducted a feasibility study for the addition of an hotel extension & golf course

4 - Dalfaeber Spey Valley Golf & Country Club, Strath Spey Scotland

5 - Lochunhully Woodland Club, Scotland

- Lock Rannock Highland Club Resort and Hotel, Scotland

7 - Dona Lola Club, Mijas Costa, Costa Del Sol, Southern Spain

- Leila Playa Club, Calahonda Mijas Costa - Costa Del Sol, Southern Spain

9 - Villacana - Estepona, Southern Spain.

Article in Timesharer Magazine April 2000 when we were awarded the operational management contract to train and support the new Managing Director of HMT Gambia Ltd., the local management company of Kololi Beach Club, The Gambia.

 

We were also contracted to provide ongoing supervisory management & direction, systems and training for the staff team at the resort.

 

We have subsequently been asked in 2014 to help recruit new managers.

 

We have a 24 year relationship with this resort and it's developer, Martin Freestone since originally setting up the management company operations for him, opening the resort and welcoming the first members and guests to arrive.

We performed pre-opening technical services for planning and staff training, then managed the opening of the phase 1 accommodation (consisting of just nine villas), pool, beach facility and water sports and later the first restaurant on site.  

Africa

Please see the pull down menus above under the buttons "consulting" and "management" for "prior clients & management involvements" and for a full listing of all the timeshare resorts where we either had the management contract, or our principal directed the management and/or conducted "Resort Operational Reviews" and created "Resort Improvement Plans".

 

For further references related to resort management and a full listing of resorts managed, see under consulting & management buttons above, pull down menus "prior assignments" and "clients & work of principal". 

 

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tel:    +44 (0) 7939-903157 UK  - Sales

tel:    +44 (0) 7867-753080 UK -  Accounts Manager

tel:    +44 (0) 7939-903157 UK

tel:    +34 619 126 203 Tenerife

accounts email: aaandbcs@gmail.com

skype:   arjahumphreys

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