Abercrombie & Kent Residence Club Prepares For Annual Member Call

By: Destination Club News
Date: May 2, 2011

As has been consistent since their re-entering the marketplace, the Abercrombie & Kent Residence Club will conduct their annual member call later this week, designed to touch upon information from nearly all functional departments of the equity based destination club.

We reached out to Mike Shelton to get his perspective on what club members can expect for the year and from the upcoming call. Shelton confirmed that he will be joined by Robin Warne, the club's CFO and Stephanie Papaioannou, Managing Director.

"While the presenters have changed somewhat," Shelton began, "the overall content will remain the same. Robin intends to review the club's financials, including the 2010 highlights and presentation of the audited financials. Our members can request these financials statements for their own review and while the premise of this club is the focus on exquisite travel to phenomenal locales, the backbone of what makes the Abercrombie & Kent Residence Club unique is the complete financial transparency."

According to Shelton, Papaioannou will provide an overview of the club’s occupancy and usage statistics, updates and enhancements made to club properties and a recap of the ever-increasing member satisfaction results. "This club is unique in that member input and concerns are actually heard, and acted upon. Stephanie addresses each and every issue with the utmost urgency. In addition, she will announce the latest member to be elected to the club's Board."

On the call, Shelton will provide his thoughts on the industry as it stands today, and review the growth objectives and strategies for the coming year. "We have some of the most enticing member benefits available, and the commitment to member satisfaction and expanded travel options has never been stronger," Shelton noted.

While 2010 was a tough year for the industry, punctuated by the Ultimate Escapes bankruptcy, the Abercrombie & Kent Residence Club closed with a strong fourth quarter, and the first quarter of 2011 had "the best results in the club's history" according to Shelton.

"The key to our club growth has been our willingness to incorporate member input into expanded travel opportunities," Shelton continued. "You don't just visit fantastic homes and experience great service in the common vacation spots, that's the easy part. What A&K delivers is truly unique customization of outstanding journeys to the most coveted destinations in the world. We operate on seven continents in 100 countries – who else can offer that to their members with our success rate, all while traveling under the umbrella of a transparent, equity financial model?"

Shelton went on to discuss the "reconfiguration of the member enrollment process" that he has undertaken in the past several months, adopting a holistic approach to product delivery at A&K that he has successfully leveraged at other clubs in the past. "Prospects speak with Member Advisors, not just salespeople earning commissions and then going on to the next sale. Once it's even decided that the club lifestyle is appropriate for you, you spend an inordinate amount of time on the finest details to be sure that experiences you seek will be delivered to your satisfaction. The transition from Member Advisor to each Member's Global Experience Manager is a seamless, yet most important aspect of why this works. Our 'GEM's' are phenomenal – their entire goal is to accommodate and deliver – and the satisfaction ratings they receive each year are the highest I've seen in this industry."

On the road weekly, Shelton just returned from an abbreviated stay in one of the club properties in Scottsdale. "I've traveled with a half dozen or so clubs over the years, and while a nice home and good service are a common thread that most share, this latest retreat was quite unique. My personal GEM and the on-site Destination Host made a special point of demonstrating what our members experience every day. Many clubs ask what you want to do and schedule things for you. A&K builds your trip – ensuring your satisfaction and often, completing your thoughts. It really was a welcome change."

We will follow up with Shelton soon regarding the high level touch points of the call. Check back for more news on the Abercrombie & Kent Residence Club in the very near future.