The Rocks Club Service

By: Destination Club News
Date: May 18, 2010

Whether it is getting you a cold drink on a blistering Arizona afternoon or suggesting local restaurants, attractions, and golf courses to frequent, The Rocks Club's Vice President and General Manager Hugh Edgmon encompasses his views on service for destination club members visiting their exclusive community in one sentence. "Once they get down here, we take care of the rest."

In March of this year, we were fortunate enough to take Hugh and The Rocks Club up on this proclamation, conducting a site review of an Exclusive Resorts' residence and seeing the club's service on a first hand basis.

As we make our way through the front gates of the resort, our late 90s Camry seems well out of place against the backdrop of the meticulously manicured development, home to 40 total properties of which roughly 75% are owned by various destination clubs, more than half by Exclusive Resorts. Hugh is waiting on the steps of the clubhouse as we pull in, greeting us with a smile and an infectious Southern charm.

Making our way to the Member's Clubroom, Hugh introduces us to each concierge on duty, making sure that we are aware that each is available for any requests during our visit, and a bartender quickly pours us a drink as we sit down. Soon, we are joined by Bridget Berry, the club's Operations Manager.

The two brilliantly and casually play off one another, describing the treatment that travelers receive during every stay. Bridget, who has been with the club since their launch, offers local insight into the region, from restaurants to nearby activities, works with the rest of the concierge team to stock the properties with member's requested grocery items, and assisting with any other in residence needs. Hugh brings his lengthy golf background to the club, working alongside members in an attempt to continually improve the gated Scottsdale community. While Bridget may be a long time veteran of the club, Hugh surprises us by telling us that he has just started this year, already seamlessly integrating his experience to the club.

Following a tour of an Exclusive Resorts residence, during which we discuss the seamless way Exclusive Resorts' Denver-based Member Services Managers coordinate services with the onsite staff at The Rocks, we return to the Member's Clubroom for a nightcap with Hugh and Bridget. Both seem to have an uncanny ability to know every guest by name, what their plans were for the day, and what they are doing tomorrow. Both ask passerbys how they fared on the golf course, what they purchased while out shopping, and what they can do to enhance their stay, never missing a beat. The Rocks club may be dominated by destination club members, but fractional owners also make up a strong base of travelers to complete the community. Hugh and Bridget invite two such fractional owners to enjoy a glass of wine and hors d'oeuvres with us.

The praise we bestow on the club during our brief stay doesn't approach the high marks given by those actually in residence. As dinner approaches, Bridget eventually departs to prepare for tomorrow's new arrivals and current guest's plans and Hugh leaves to wrap up the day's activities. The crowd thins to just us and a single fractional owner.

"They are great, aren't they?" he asks. "Bridget is always there to help take care of everything we need and Hugh, his personality and his experience are exactly what we need."

We couldn't agree more. With summer fast approaching, The Rocks off-season is up ahead but the work isn't over for Hugh, Bridget, and the rest of the resort's team. Improvements to the community are already underway for future and current guests and we are eager to make our return visit to report on these initiatives.

Destination club members have access to dozens of luxury destinations around the globe. Typically for less than the down payment of a single second home, members are able to access these vacation residences at their leisure with "white glove" services like that of The Rocks Club at every home. If you would like to learn more about the benefits of destination clubs over other luxury travel options such as second home ownership, villa rentals, or five-star hotels, request a free copy of our Destination Club Guide.