MOC vs. MKO Management Change Impact

[amisco]

So it has been announced that BQ, the GM at Ko Olina is heading to the new MVC property in San Diego and the GM over at the Marriott Maui Ocean Club is heading to KoOlina to replace him. I thought it would be good to look at the operations of both properties to see what may be coming to KoOlina.

I was at KoOlina last week and am at the Maui property this week and was struck by some of the subtle differences between the property. First acknowledging that the properties are fundamentally some of the best locations of the MVC inventory and each has its own pluses as far as location. However the experience of staying at the property is impacted by the leadership and staff and the policies set by management.

I found that the KoOlina property seemed to be more organized and had more activities, events and programs than MOC. Additionally the training of the employees on how they interact with with guests was more even and friendly. At MOC it was more uneven and staff were less likely to interact with guests. Staying at MOC you are essentially on your own to figure things out. For example unlike the KoOlina property you are not given wrist bands../they are evitently not checked (I was told they are not necessary) so the security of who is on property seems lax. The property is generally open to anyone coming from the beach side or from the street....

The policy at KOBC is currently that if you need something to call the desk and they will bring it, and the coffee service includes hot tea...if you buy the Mahalo Cup you can get tea... not so at the Maui property... KOBC provides soy milk for those who request it ...MOC has to borrow it from the Starbucks next door.

In all the experience at both properties is good...but it the incoming manager brings the operational attitude to KoOlina that exists at MOC I think it will be a lesser experience from the high level that exists there now. Just saying.

 

[GregT]

I'm sorry to see David Wong leave, I think he has managed MOC well and I've had very positive interactions with him. I will look forward to future visits to MKO!

If you are at MOC now, how do the trees look? When we were there in June, many trees had a brown fungus and were at risk of dying. Is it still an issue?

Best,

Greg

 

[Southdown13]

Sad to hear BQ is leaving. We felt there were a lot of positive changes at MKO due to BQ's leadership.

Did you find out when BQ is leaving?

 

[Swice]

San Diego

This also seems to indicate San Diego conversion is moving along. When I was at a "presentation" two weeks ago, the sales associate had no idea "when" it would be converted/open.

I guess moving a GM there would mean he would be overseeing the renovations and eventually gearing things up for true timeshare visitors.

 

[davidvel]

This also seems to indicate San Diego conversion is moving along. When I was at a "presentation" two weeks ago, the sales associate had no idea "when" it would be converted/open.

I guess moving a GM there would mean he would be overseeing the renovations and eventually gearing things up for true timeshare visitors.

And also, that they may start a "preview center" for sales in SD (as if we're not inundated enough with Welk sales) and want the GM overseeing this as well as what you mention. (Oh wait, sales is totally separate from operations, ha!)

 

[amisco]

Trees

I'm sorry to see David Wong leave, I think he has managed MOC well and I've had very positive interactions with him. I will look forward to future visits to MKO!

If you are at MOC now, how do the trees look? When we were there in June, many trees had a brown fungus and were at risk of dying. Is it still an issue?

Best,

Greg

The trees look good, although I am no expert... good to hear about your interactions with David Wong..

Doug

 

[amisco]

Sad to hear BQ is leaving. We felt there were a lot of positive changes at MKO due to BQ's leadership.

Did you find out when BQ is leaving?

BQ himself announced it at the FIA FIA preview on Tuesday last week.... I think it is coming soon.

Doug

 

[Southerngirl528]

"I'm sorry to see David Wong leave, I think he has managed MOC well and I've had very positive interactions with him. I will look forward to future visits to MKO!"

I'm with Greg. I have watched David Wong do some pretty cool stuff at MOC since we purchased in Napili Tower over 5 years ago. And I too have had personal interactions with him and found him to be a very good listener and seem to really want member input.

I have found the staff and activities available at MMOC to be very comparable to what I have experienced for over 2 decades of being a DVC member. And that's a pretty tall order since Disney is the "king" of guest service in many respects. Since we stay about a month at a time in Napili at MMOC, we have ample opportunity to experience the activities and staff and I find them exemplary. I cannot compare them to Ko'Olina as I always stay at Aulani in Ko'Olina on my DVC points. Sounds like they are doing a great job there as well. I too will be very interested to see what kind of person they put in charge at MMOC.

 

[mjm1]

I too am sorry to see BQ leave MKO. I attended one of his meetings and really enjoyed the experience. The property has been managed very well. The San Diego property will be in good hands.

I also look forward to meeting the new GM from MOC.

Mike

 

[BocaBoy]

So it has been announced that BQ, the GM at Ko Olina is heading to the new MVC property in San Diego and the GM over at the Marriott Maui Ocean Club is heading to KoOlina to replace him. I thought it would be good to look at the operations of both properties to see what may be coming to KoOlina.

I was at KoOlina last week and am at the Maui property this week and was struck by some of the subtle differences between the property. First acknowledging that the properties are fundamentally some of the best locations of the MVC inventory and each has its own pluses as far as location. However the experience of staying at the property is impacted by the leadership and staff and the policies set by management.

I found that the KoOlina property seemed to be more organized and had more activities, events and programs than MOC. Additionally the training of the employees on how they interact with with guests was more even and friendly. At MOC it was more uneven and staff were less likely to interact with guests. Staying at MOC you are essentially on your own to figure things out. For example unlike the KoOlina property you are not given wrist bands../they are evitently not checked (I was told they are not necessary) so the security of who is on property seems lax. The property is generally open to anyone coming from the beach side or from the street....

The policy at KOBC is currently that if you need something to call the desk and they will bring it, and the coffee service includes hot tea...if you buy the Mahalo Cup you can get tea... not so at the Maui property... KOBC provides soy milk for those who request it ...MOC has to borrow it from the Starbucks next door.

In all the experience at both properties is good...but it the incoming manager brings the operational attitude to KoOlina that exists at MOC I think it will be a lesser experience from the high level that exists there now. Just saying.

We have owned at both MOC and Ko Olina for 8-10 years and my experience has been the opposite of yours. Both are wonderful resorts, but the staff at MOC outshines Ko Olina consistently. In fact, the service and staff interaction at MOC is about the best of any of the 30 MVCI resorts I have been to.

 

[taffy19]

We have owned at both MOC and Ko Olina for 8-10 years and my experience has been the opposite of yours. Both are wonderful resorts, but the staff at MOC outshines Ko Olina consistently. In fact, the service and staff interaction at MOC is about the best of any of the 30 MVCI resorts I have been to.

I have only experience with the MOC and always feel that the staff is very friendly and eager to please.

It is the same at the front desk, housekeeping or most everyone and I am also sorry to read that Mr. Wong is leaving our resort. I only met him once and he was taking notes and I agree that he is a good listener.

I called him recently to ask him about a voting question and he took the time to explain it to me. He was excited about the new refurbishments that are going to take place in the original towers. I recommended ceiling fans but a lot of people from back East prefer A/C while we, on the West Coast, prefer our windows and doors wide open and a ceiling fan will keep it cool enough for us.

It is difficult to please everyone when the resort is so big and owners are coming from so many different climates all over the world.

I hope that the resort will stay as nice as it is today.