SVO’s VP of “Strategic Technology” earns award!

[DavidnRobin]

I don't recall how to use the multi-quote process - so bare with me.

I think (in my quick read) that I agree with what is being said - except about MSC as a UI. I work with 100s of UIs - and MSC has to be one of the most poorly designed ones (not the worse, but clearly far from optimal) - IMO, almost every aspect of its design is flawed - so we will have to agree to disagree on this.

As to correstness of the database - 2 things.... 1st is that they have it set-up as to have incorrect info. i.e. - when I bought a resale week at WSJ from an Owner who had 2 weeks (and sold one to us) - the original contract was set-up as to 1 number for both weeks - this has caused big problem with communications from SVO, SVN and the WSJ HOA to the two of us. I would call to corect it - and I would get their mailings - they would call to correct it and then they would get our mailings.

The 2nd part is part is how the system is set-up - it is key in creation of a usable database to make sure all variables are accounted for including flex fields - and on top of that make sure there is proper QA (or at least QC) of the data. Also, to make it so it is flexible enough to be read by a variety of system approaches. Before creating a system that can read/write data from the database - this is critical for efficient use. For inefficient usage - keep the status quo and blind yourself to the basic issue - and then create 'workarounds'... never a good idea.

When I call SVN - I always chuckle to myself thinking of the 'Meet the Parents' movie with Ben Stiller with the flight reservation person when she is clicking away with 100s of keystrokes... I can hear the SVN reservation person doing the same thing - probably using the backspace button to delete user field info in order to correct mistakes.

I agree that SVN and SPG are 2 different systems - I do not think trying to align these 2 systems is critical at this time. I would like to see the database reworked (alot of effort, but not overwhelming), then creating an interface that would allow for easy reservation usage by SVN personnel, then extending hat to usable web-interface for real-time reservation and confirmation information. This should only need to be done with SOs and reservations based on the SVN reservation-time windows established, and then to convert SO to SPs - where only SPs are linked into SPG reservations.

 

[DeniseM]

Hi David - just put [ quote ] at the beginning and [ /quote ] at the end of your quotations. Leave out the extra spaces that I just put in so that you could see the HTML.

 

[nodge]

This isn't rocket science. There are commercially available workflow, rules-based tools that could get this up and running in months. [...]

You can add the restrictive rules if you want to complicate matters, e.g.,

Is this Nodge -- if yes, restrict to parking lot/dumpster views only

See SVO . . if you upgrade your systems you'll be able to stick it to me with a couple of keystrokes, and I won't complain one little bit.

FWIW, I'm sort of evolving into not caring about views anymore. They tend to be a source of great stress and frustration--for me at least, and we tend to not hang around the room very much anyway during the day, when one would actually see 'em.

My wife and I were talking about views recently and we both concluded that our all time favorite timeshare "view" is of that 27 story windowless brick wall at the Manhattan Club. You can't get THAT view just anywhere, and the folks with the so-called "good view" just look out at a "Hooters" anyway, yet still look down upon us "brick viewers," as us regulars say.

-Zen nodge

 

[DeniseM]

FWIW, I'm sort of evolving into not caring about views anymore. They tend to be a source of great stress and frustration--for me at least, and we tend to not hang around the room very much anyway during the day, when one would actually see 'em.

Even in Hawaii? I am not happy if I don't have an ocean view in Hawaii. Last summer we had a very nice unit on the Big Island - but no ocean view, and we really missed it! We start out every morning, and end every day, on the Lanai, and to us, seeing the ocean is an integral part of the Hawaii experience!

 

[SDKath]

I am a sucker for views. I am with you Denise. If I am going to fly 5 hours and 3000 miles for a vacation, it better include staring at the beautiful Pacific each day!

katherine

 

[nodge]

Even in Hawaii? I am not happy if I don't have an ocean view in Hawaii. Last summer we had a very nice unit on the Big Island - but no ocean view, and we really missed it! We start out every morning, and end every day, on the Lanai, and to us, seeing the ocean is an integral part of the Hawaii experience!

If I paid for a view then I'd expect it, and I'd be all Norma Rae'y if I didn't get it.

But, as a lowly StarOption exchanger, I've learned to be happy with what I get even if other SPG Platinums (or "Plats" as we like to call ourselves) are getting free upgrades, and even if I'm a 3 Star Elite (or "victim" as we like to call ourselves) and was promised upgrades as an inducement to buy my developer unit, and even if travel agent secretaries are getting upgrades, and even if . . . . .. Hold on, where are my beta blockers?

You get what you get and you don't have a fit . . . when you're there. . . . but when you get back well isn't that what TUG is for?

-nodge

 

[DavidnRobin]

Other than a specialized program that automatically puts nodge next to a large noisy fan overlooking a dumpster - does anyone have any suggestions/ideas that they would like to share with Ian?

 

[SDKath]

Two questions/suggestions:

1) I would like to know what is Starwood's plan about the use of SOs throughout the system now that most of Sheraton Vistana is being introduced into the system. I know this sounds a bit hypocritical but even though I just bought there, I am concerned that all owners will want to trade AWAY from Orlando into the nicer properties in SVN. But not too many people will want to trade from the other properties into Vistanas.

So how are they planning on handling this imbalance? Was this even discussed before the decision to invite Fountains (and likely other sections) into SVN? Will they consider building more properties in NEW areas (not another Palm Springs or FL property) to accomodate all of us? Or is everyone going to be vying for Hawaii, St. John and Harborside, making it impossible to trade into with SOs?

My fear -- we will all be calling at 6am on the dot every day trying to get a desirable week for just about every resort in this taxed system.

2) Keep the SOs simple. Don't give us 76,000 SOs when our next door neighbors get 67,000 or 81,000. And then tell us that as owners of Fountains, we can get into Beach Club for the reduced SOs even though non-owners will need 81,000 SOs! If you do that, this whole migration to on line exchanging will be impossible! Just keep it uniform and simple. Exceptions to rules give programmers nightmares. Trust me, I know!

K

 

[DavidnRobin]

I would like to know what is Starwood's plan about the use of SOs throughout the system now that most of Sheraton Vistana is being introduced into the system. I know this sounds a bit hypocritical but even though I just bought there, I am concerned that all owners will want to trade AWAY from Orlando into the nicer properties in SVN. But not too many people will want to trade from the other properties into Vistanas.

So how are they planning on handling this imbalance? Was this even discussed before the decision to invite Fountains (and likely other sections) into SVN? Will they consider building more properties in NEW areas (not another Palm Springs or FL property) to accomodate all of us? Or is everyone going to be vying for Hawaii, St. John and Harborside, making it impossible to trade into with SOs?

My fear -- we will all be calling at 6am on the dot every day trying to get a desirable week for just about every resort in this taxed system.

K

I may be a bit confused - is this a topic for UI and database design - or for SVN in general? Not sure if it is within Ian's scope to address SVN shortcoming as they pertain to possible inequity of the overall system.

 

[SDKath]

Good point. The first is SVN in general. But the second relates to the database/online booking saga. Just ignore #1.

K

 

[jerseygirl]

Other than a specialized program that automatically puts nodge next to a large noisy fan overlooking a dumpster - does anyone have any suggestions/ideas that they would like to share with Ian?

I would like to see it look exactly like Hyatt's, only with the added feature of seeing all available resorts/weeks/units at once. As I stated above, with Hyatt, you search as follows:

-- Choose one resort, several resorts, or all resorts
-- Choose unit size or all sizes
-- Choose timeframe

Then, a list of the available resorts come up and you have to look at each one individually. Example, they might say:

There is availability at the following resorts:

Hyatt Coconut Plantation
Hyatt Grand Aspen
Hyatt Beach Place

You have to look at Coconut Plantation, then go back and look at Grand Aspen, go back and look at Beach Place.

I would LOVE it if I could see all at once instead of all the back and forth. Other than that, Hyatt's UI is great.

Oh ... and you can also request a specific unit number, be put on the waitlist, etc.


They also have the availability to convert to Hyatt points online, convert to Interval International, etc.

 

[nodge]

It’s time for everybody’s favorite gameshow “Match the Quote”

Hey Gang,

It’s been a while since we’ve had a fun SVO quiz. I thought this time we’d play “match the quote” where you have to match the listed quote with the top-dog at one of the hotel-based timeshare systems who said it. So, when you are ready, pair these top dogs:

A. Raymond Gellein, co-CEO of Starwood Vacation Ownership

B. Jeff Diskin, Senior VP of Brand Management for Hilton Grand Vacations Company

C. Bill Marriott, Chairman and CEO of Marriott International

With these quotes:

1. “[T]he timeshare is an extremely important part of [our company's] business, and is no longer just a side line. It is a major and important extension of our industry.”

2. “You must connect with the guests.”

3. “Marketing to a consumer with a recognized brand is much more efficient.”

Check your answers here.

- SVO “consumer” no. 4356434 (who knows, I may even have a name, but it's not efficient to know that . . . .- nodge)

 

[clsmit]

Product Manager, Technology

All you IT people who are whining about the reservation system -- this job is for you! Make the new system happen! It just posted last week, so there should be a few more days for you to post your resume and plan your move to beautiful Orlando. Who would be more qualified for this job than an owner?! SDKath, wouldn't your hubby like to leave the glamourous life in newspapers for the challenging world of hospitality? Any other takers?

 

[nodge]

All you IT people who are whining about the reservation system -- this job is for you! Make the new system happen! It just posted last week, so there should be a few more days for you to post your resume and plan your move to beautiful Orlando. Who would be more qualified for this job than an owner?! SDKath, wouldn't your hubby like to leave the glamourous life in newspapers for the challenging world of hospitality? Any other takers?

SVO sure used a lot of words to describe that job. I think "scape goat" would have worked too.

-nodge

 

[DavidnRobin]

All you IT people who are whining about the reservation system -- this job is for you! Make the new system happen! It just posted last week, so there should be a few more days for you to post your resume and plan your move to beautiful Orlando. Who would be more qualified for this job than an owner?! SDKath, wouldn't your hubby like to leave the glamourous life in newspapers for the challenging world of hospitality? Any other takers?

Other than the 'requirements' - I am their man! {or maybe nodge...}

 

[nodge]

Other than the 'requirements' - I am their man! {or maybe nodge...}

Hire me! Hire Me!

On my first day on the job I would contact this company, and get a quote. Then I would use some of that over $20 million/year in SVN fees SVO collects from us owners each and every year to pay for it.

What would I do for the rest of the week? Hmmm. I understand the travel discounts for SVO employees are pretty darned good.

-nodge

 

[calgarygary]

This ad seems a little scary to me.....seems like they are hiring a "reserevangalist" who can bring religion and maybe some ads (sponsorship for products) into the reservation process. Can we expect religion or unending ads while we are on hold trying to get into Aruba...er Cabo...er well someplace new.

nodge, did you place the ad, that "comfortable with ambiguity" line had to come from you!

 

[DavidnRobin]

"comfortable with ambiguity" is one of my stongest suits.

 

[nodge]

Hey Gang,

I think it's time for another quiz. This one is an easy multiple choice question:

What is the preferred airline for Starwood Vacation Ownership Executives?

A. American Airlines – Coach
B. American Airliens – First Class
C. Delta Airlines – Coach
D. Delta Airlines – First Class
E. United Airlines - Coach
F. United Airlines – First Class
G. Southwest Airlines – Yeah Right.
H. An expensive, fully catered, private executive jet charter service

Check you answer here (page down a little)

You'd think SVO execs would have figured out by now that they probably shouldn't fill out those comment cards when on their boondoggles. Sheesh.

-nodge

 

[nodge]

Time for another SVO quiz:

Recently, Hawaii officials were debating whether to modify its deed recording rules to accept electronic filing of deeds. Identifying himself as a “Senior Vice President for Starwood Vacation Ownership,” Thorp Thomas (add another VP to the pile -- Maybe we can start an SVO VP sightings post to keep track of ‘em all), said:

a) “We here at SVO are against this proposed change to the recording rules. Electronic filing of deeds isn’t needed or necessary. SVO likes doing things the old fashioned way. For example, even though our CEO promised all of our owners on-line booking availability nearly 10 years ago, we still haven’t given it to them. Instead, our owners still have to call us in Florida at 3 AM (Hawaii time) to have any hope of reserving their villas during peak holiday and vacation times. Given our head-in-the-sand approach to technology, why would anyone ever think we’d be even remotely interested in filing any property recording documents electronically? ”

Or

b) “SVO supports efforts to automate the conveyance system in Hawaii to accommodate timeshare and to make more user-friendly for all customers in general.”

Check your answer here.

-nodge

 

[Cathyb]

nodge: Starwood is not geared to making us owners happy -- only in selling their timeshares...

 

[calgarygary]

I might be missing something but it looks to me that SVO, as well as Hilton is supporting electronic filing but a union is not. In either case, it appears that all 3 organizations have difficulty in submitting on time.

 

[nodge]

Time for another SVO fun fact quiz:

Matt Avril is identified as the “president and managing director of operations” for SVO in this recent press release announcing the third Maui SVO property, which has been unofficially titled "Ho'omahua Resort". (Note: “Ho’omahua” is apparently Hawaiian for "smells of poo.")

Before Starwood purchased Vistana, Inc. to form SVO, Mr. Avril was the “Executive Vice President and Chief Operating Officer” of Vistana, Inc. On January 1, 1999, Mr. Avril resigned from that job, but agreed to remain as a “consultant to the company” (Translation: "get paid anyway") for two years beginning on January 1, 1999.

Here’s the quiz part:

Why did Mr. Avril resign?

A. To walk the earth finding himself while doing good where needed;
B. To attend the prestigious Cornell University School of Hospitality Management in Ithaca, New York to learn how to better manage the properties he operates; or,
C. To attempt to become one of the top amateur players in golf.

Check your answer here.

-nodge

Hey all of you SVO employees seeking paid maternity leave for more than the statutory minimum or paid time off to volunteer or otherwise help someone in need. You’ll probably have more luck with your boss if you ask for the time off to focus on your golf game. Sheesh.

(Guess who just found the "Wayback Machine", which archives old web pages)

 

[formerhater]

Jinkies. I'm not what's scarier...his aspirations or the fact that they actually wrote that in a press release.

 

[DavidnRobin]

Great example of SVO's up-to-date 'technology' - I recieved this email today (6/26) for our WSJ vacation that started on 6/13 [not 6/12 like the email states] - 'island time' at its best...

Dear DAVID,

Timing Is Everything...

As your vacation to The Westin St. John Resort & Villas quickly approaches, please be aware of three great timesaving and cost-effective opportunities that you can take advantage of now to make your vacation even more relaxing and rewarding—airport transfers, booking excursions, and pre-stocking your villa with groceries.

Your Confirmation Information:
Resort: The Westin St. John Resort & Villas
Villa Type : 2-Bedroom Townhouse Villa
Arrival Date : 6/12/2009 {?????}

Your Journey to The Westin St. John Resort & Villas
If you like, we'll see that you experience a smooth transition from the airport on St. Thomas to your exquisite villa on St. John via The Westin Ferry. The service includes check-in right at the airport, luggage transfer to your villa, and an extraordinary Westin Welcome when you arrive at our private dock on St. John. Meet some friendly people while you enjoy a complimentary cocktail and a refreshing cold towel before being whisked by private shuttle to your villa.

The current charge for the ferry service, which reflects your Owner's discount, is listed below. A round-trip purchase is most popular because it includes unlimited travel between St. Thomas and St. John during your stay at The Westin St. John Resort & Villas. That means you can indulge in the renowned shopping of St. Thomas as frequently as you like.

Adult: $85 round trip
Youth (ages 4-12): $70 round trip
Children (3 and under): FREE
New Prices effective 2/1/08. Ferry service charges subject to change without notice .

To enjoy this preferential treatment, simply contact the Caribbean Concierge today with your flight itinerary, and we'll take care of the rest.

Email: Please include your confirmation number, arrival date, Airline and Flight time in your message to us.
Call toll free in the U.S., Canada and Puerto Rico at 888.857.3255.

Please note that you will need to have a birth certificate and a valid identification to re-enter the United States mainland. If you plan to travel to the British Virgin Islands or other non-U.S. territories while in the Caribbean, you will need to have a valid passport to re-enter the Unites States or its territories.

Excursions
You can book your vacation excursions in advance. Tee times, court times, spa treatments, scuba and snorkeling adventures, sailing and deep sea fishing are just a few activities you can place on your calendar now. Our concierge will contact you prior to your arrival at the resort to assist with planning your vacation. Please feel free to contact the Caribbean Concierge via email at caribbeanconcierge@starwoodvo.com or toll free at 888.857.3255.

Pre-stock Your Villa
To feel completely at home when you arrive, let us pre-stock your villa with your favorite foods, snacks and beverages. Nothing says all the comforts of home like a well-stocked kitchen. Just log on to mystarcentral.com and take all the hassle out of shopping for essentials.

If half the fun of a vacation is planning it, then you are in for a spectacular treat! These are just a few of the tools needed to arrange your best vacation yet.

Sincerely,
The Westin St. John Resort & Villas Team