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Customer Engagement Professional (CEP) Award recognizes resort management
professionals who exemplify outstanding customer engagement within hospitality.
The award encompasses resort managers and other front-line team members
who have contributed to the success of the resort and management company
including improving on-site ratings, exceptionally exceeding guest and
associate expectations, and demonstrating innovative training techniques.
Jeff has served in a managerial role with Grand Pacific Resorts for over five years, most recently at Carlsbad Seapointe Resort. He consistently leads by example, inspiring his team by building their enthusiasm and passion for the vacation experience, and encourages their growth through educational programs. For example, he coordinated a financial training program for mid-level managers to teach the concepts of reading financial statements, understanding/preparing budgets and comprehension of the various metrics used to benchmark success. And he mentored two Front Desk associates who were accepted into Grand Pacific Resorts’ Leadership Development Program. Jeff is inspired by the saying, “If you serve your associates, they will serve your guests,” and believes that paying it forward and celebrating associate milestones and accomplishments is the best way to build a vibrant, passionate team.
The owner and guest experience is a top priority for Jeff, which is reflected in the resort’s online reviews. Carlsbad Seapointe Resort’s reputation score from the review management platform Reputation.com averages 865, well above the industry average of around 500. He is passionate about guest engagement and brought on a new Activities Director to help execute his vision of having a vibrant activities schedule. Inspired by owner and guest interactions, and high demand for activities, Jeff coordinated the re-launch of “Wine and Paint,” which consistently had high attendance year-round, and also brought back “Water Aerobics” to the activities schedule. Guest comments and satisfaction scores reflect the positive impact these activities have had on the vacation experience and also represent the strong relationships Jeff is committed to forming with owners and guests.
Jeff was also instrumental in overseeing an extensive two-year, $6.5 million renovation of the Carlsbad Seapointe Resort that included lobby and unit remodels. The project required Jeff to flawlessly communicate and coordinate with resort teams, inventory management and construction crews. He kept the renovations on schedule, held construction crews accountable for the work being performed and constantly set the right expectations for inbound guests. This diligence resulted in keeping Guest Service Scores consistently positive during these high-impact renovations.
“Jeff exemplifies the qualities of an engaged and inspiring leader,” said Nigel Lobo, Chief Operating Officer for Grand Pacific Resorts. “He brings to life Grand Pacific’s core purpose of enriching lives by creating experiences worth sharing with his hands-on approach with his team and passion for delivering heartfelt service excellence to our owners and guests.”
Carlsbad Seapointe Resort
Grand Pacific Resorts