Our highlighted core value for this issue is “We always go above and beyond” and the example below is proof that our company hires bright and caring individuals. Our culture at Owner Services is truly one of a kind and is reflected in our Owner Satisfaction Scores, personally written letters sent from Owners and the implementation of our core values.
Trenton Watts-Klein, Senior Vacation Ownership Advisor in Salt Lake City received a call from an Owner named Stacey Vitale. She and her husband have been Owners since 2005 and own one Gold week at Grande Vista. Trenton received a wonderful Way to Go from Mrs. Vitale:
Mrs. Vitale wanted to book a reservation for a family reunion in Aruba, using her week at Grande Vista. Trenton first checked to see if she could get into Aruba using Interval international, but unfortunately they did not have any availability. Upon hearing this, Mrs. Vitale was quite emotional and explained that she was desperate to get to Aruba so her extended family could be with her daughter who had a hearing impairment. She explained that she wanted her daughter to be able to see her cousins and have a true family vacation. Trenton jumped into action to see what he could do for her. He checked several different ways for her to get to Aruba using his knowledge of the program; she was relieved to hear that there might be a chance and that Trenton was looking for alternatives.
In the end he got the entire family to Aruba using a combination of methods and usage options. The Owner was thrilled with the result and with his dedication. Trenton expressed, “I really liked this call because it reminds me just how important these vacations are to our Owners and how going the extra mile makes all the difference!”
Mrs. Vitale wrote to Trenton's manager about her experience with him, “I have been trying to get my special needs child to Aruba. We have had several financial issues and unfortunately could not book through Interval. He went above and beyond to get us there so that we can enjoy a family vacation with my extended family.”
“Trenton was a ray of sunshine to work with”
“When Trenton first answered my phone call I was already skeptical about getting a reservation to Aruba, after so many years of not getting what I wanted. He tried several different options to get me to the Surf Club. Trenton took over today and I can't thank him enough. I was so upset that I was in tears because all that my little girl wanted to do is go to Aruba. He made it happen! As I am writing this email to you, I am still emotional because of his kindness and understanding. I have never had such a positive experience with your company as I did today, and that was all because of him! He is such an asset to Marriott I wanted to write to you so that you knew how wonderful he was and to be proud of your employee Trenton. I am happy to know there are still some nice people to help out the Owners. Remember, I am not just booking a one-time vacation; I am an Owner for life!”
Trenton went above and beyond and this Owner learned how we represent our values through him. We each have opportunities to go above and beyond every day and we may never know how much our efforts are appreciated by those we help.
