Garza Blanca Riviera Maya

transcript

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

• 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

Inventory Management

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

Blanca

Villa del

del Mar

Flamingos

Vallarta

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

• 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.

Interval international EXCHANGE

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%

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 redemption program

Points can Book Rooms

Points can Pay for Meal Plans

Points redemption

Points = Ahhh at the Spa

Points redemption

Points are Flowers, Groceries or other Amenities delivered right to your room!

Points redemption

• Garza Blanca Riviera Maya • Garza Blanca Cabo San Lucas

We are proud to Introduce Your new sister properties

Garza Blanca Riviera Maya

LOBBY Garza Blanca Riviera Maya

UNIDAD TIPO 2R Garza Blanca Riviera Maya

Garza Blanca Los Cabos

Garza Blanca Los Cabos LOBBY

Garza Blanca Los Cabos RESTAURANTE BOCADOS

Garza Blanca Los Cabos RESTAURANTE BLANCA BLUE

Garza Blanca Los Cabos LOUNGE BAR

Garza Blanca Los Cabos UNIDAD TIPO 2R

VIII. Club Director Report

Rhonda Mayer Club Director

• To Increase member engagement

→ leads to increased member usage

→ leads to increased member satisfaction

OUR GOAL

• 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

Enhancements –activation program

Activation Program

“BEFORE”

“AFTER”

• 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.

Call Calibration–

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

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.

Engagement

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

3/31/16 (Interim Results)

Total Revenues – Inclusive of Reserves $ 1,206,146

Total Expenses $ 1,100,425

Operating Income before Reserves

$105,721

Reserve Fund contribution YTD $105,721

2016 Total Net Income 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 $ 4,610,774

Operating Income before Reserves

$ 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

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.

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.

X. Villa Group/ Tafer Resorts

Destinations Update

Carlos Aquino Vice President Hospitality Tafer Group

· 2 0 1 6 ·

· CLUB CARIBE·

· B E N C H M A R K I N G ·

· Clarabridge Member Feedback ·

Clarabridge Benchmarking

Owners Division Average: 89.1

Garza Blanca Average: 92.3

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

THEMED EVENTS AND WEEKS JUNE WELLNESS GARZA BLANCA/MOUSAI

WELLNESS VILLA DEL PALMAR CANCUN OCTOBER 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

· OUR SIGNATURE OPERATING PROGRAMS

· LIVING OUR SERVICE STANDARDS ·

Play V IDEO

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 Villa Group

Restaurants

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

1st Mexican Cuisine Contest

LOS CABOS · VILLA PALMAR FLAMINGOS · VILLA LA ESTANCIA

Villa Group employees from all departments compete for the Grand Prize by preparing their own homemade specialties.

SAVOIRE FEST

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.

BATTLE OF THE CHEFS

Villa del Palmar Vallarta, Villa del Palmar Flamingos and Garza Blanca took part in a bread making contest on October 1st this year.

BREAD MAKING CONTEST

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.

· ASSOCIATE AND SERVICE · ENHANCEMENT PROGRAMS

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.

CERTIFIED NANNIES & BABYSITTERS Villa del Palmar and Villa del Arco

THE ART OF DOING BUSINESS Villa del Palmar Cancun

NEW TRANSPORTATION BUSES FOR OUR ASSOCIATES. Villa del Palmar Cancun

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

BACKPACK PRESENTATION Villa del Palmar Puerto Vallarta

· 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.

BEFORE

VILLA GROUP HELPING THE COMMUNITY Villa del Palmar Loreto

GO Green!!

GOING GREEN Villa del Palmar Loreto

OUR DEFINING GESTURE

We touch our heart with our hand

to remind YOU we are honored to serve

We touch our heart with our hand

to remind US we are honored to

serve you.

· THANK YOU FOR YOUR MEMBERSHIP ·

XI. Pre-Arrival and Referral Program Update

Patrick Stewart Vice President ResortCom Marketing

• 5 Star Service Prior to Arrival

• Vacation Assistance

• Post Vacation Survey and Feedback

Prearrival Concierge

Welcome Letter

Pre-Arrival Reminders and Specials

How do I refer someone?

–Call our Referral Department 1-800-676-9394

–Every Resort Concierge

–Pre-Arrival

Referral Program

FaceBook App

Facebook Post

• 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

Referral Program

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

• Eva Contreras de G

EWF President

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.

Eagle’s Wings Foundation

• 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

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

EWF Cancun Team

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

Cancun Grant Program 2015

• 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 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

Cancun Grant Program 2016

VIII. Announcement of Election Results

XIV. Adjournment

XV. Questions & Answers

Garza Blanca Riviera Maya

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