Chairman of the Board Tafer Resorts Villa Group Resorts. Fernando Gonzalez

Transcription

1

2 Call to Order

3 Introductions

4 Chairman of the Board Tafer Resorts Villa Group Resorts Fernando Gonzalez

5 Club Caribe Board of Directors Robert Kistner, President Fernando Gonzalez, Jr., Vice President Dennis Morrissey, Treasurer/Secretary Carlos Aquino, VP Sales & Business Development, Tafer Resorts Hospitality Division Ward Anderson, Member Director Don Horton, Member Director Ron Van Denakker, Member Director

6 Tafer Resorts Roger Schaaf, Vice President Operations Juan Carlos Gonzalez, General Manager VDP Cancun Philipp Real, General Manager Garza Blanca Preserve Resort & Spa Cecilia Bustos, General Manager Hotel Mousai Araceli Lopez, Administrative Director Fernando Azcona, General Director Vacation Ownership Norma Acevedo, Director of Member Services Mark Nelson, Legal Counsel Lourdes Ayala, Project Director Miguel Velasco, Rooms Division Manager

7 UVCI Representatives Club Caribe/GBRC Managers Nicholas Larez, UVCI Member Experience Director Cynthia Lasher, UVCI Manager Client Services Norma Rivera, UVCI Operations Coordinator Brittany Blanscet, UVCI Member Marketing Manager Nick Monetta, UVCI Inventory Manager

8 ResortCom Servicing Scott Bahr, Chief Executive Officer Odilia Guiant, ResortCom SVP Client Management Courtney Franklin, AVP Call Center Operations Ana Galvan, Club Controller Carolina Padilla, ResortCom Administrative Manager Angie Alvarez, ResortCom Administration Supervisor Tatiana Nga, ResortCom Member Services

9 Member Advisory Committee (MAC) Roland Ashman Christy Henley Michael Criscione Lucille Baldwin Steven Tebow Ted Sheyda Jeffrey LaValley

10 Eagle s Wings Foundation Eva Contreras de G, EWF Board President Robert Kistner, EWF Board Member Sara de Cardona, EWF Board Member, Puerto Vallarta Representative Martha Azcona, EWF Board Member, Cancun and Cabo San Lucas Representative Julieta Reynoso, Cancun Grants Coordinator Cynthia Garcia, Administrative Coordinator Cynthia Lasher, Board of Directors Secretary

11 Proof of Notice/ Certification of Quorum

12 Board of Directors Nominees Robert Kistner Carlos Aquino Don Horton Ron Van Denakker

13 Collection of Ballots

14 Approval of 2017 Minutes

15 President s Message Robert Kistner Club Caribe President

16 Membership Statistics Interval Count By Club Club May 2018 May 2017 Cancun 11,613 9,481 23% Garza Blanca 3,399 2,748 24% Grand Total 15,012 12,229 23% 2018 Breakdown Cancun 2018 Breakdown Garza Blanca CLUB_TYPE Counts % 26 Preferred Access 10, % 4 Star - Preferred Access % 5 Star - Preferred Access % Residence Club - Preferred Access % Grand Total 11, % CLUB_TYPE Counts % 30 Preferred Access 3, % Elite Elite Preferred Access % Elite Gold Preferred Access % Elite Platinum Preferred Access % Grand Total 3, %

17 Don t Be Scammed! Your Club is a member of the American Resort Development Association (ARDA) Your security and the value of your membership are our utmost priorities! Resale, rental and cancellation fraud has escalated into an organized attack on the resort industry. They may contact members by telephone, or written mail and temp them with a false promise to be able to resell or rent out your membership. If you are asked to pay a fee upfront to sell or rent your timeshare, it is most likely a scam.

18 What We Are Doing Industry leaders, ARDA and Attorney Generals working together to create anti-fraud legislation. ARDA Timeshare Resale Resource Center - consumer protection, government websites, resale tips, terminology, real estate licensing resources, fraud prevention, and more. US/Mexico Attorney General - identifying cross-border solutions to combat bank, wire, and telephone fraud. Association of Mexico Tourist Development (Amdetur) working with the FBI and the National Bank Commission to pursue cases not only as fraud, but also as money laundering. Cease and desist letters are initiated from developer. UVCI will feature articles once per quarter in the newsletter and social media to provide updates on an ongoing basis.

19 Now your membership lets you discover paradise in even more fabulous locations! You can expect first-class quality and extraordinary experiences at all Tafer resorts Garza Blanca Resort & Spa Los Cabos Phase One of this five star resort, 300 key resort and spa is fully underway. We are taking reservations for starting October Garza Blanca Resort & Spa Cancun Phase One of this 5-Star, 400 key resort is underway and scheduled to open in 2019.

20 Garza Blanca Los Cabos taking reservations! 104 PRE-CONFIRMED RESERVATIONS HAVE BEEN MADE! DATES OPEN FROM OCTOBER 2018 Don t miss out! Check with ResortCom at the Roundtables to complete your date request

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33 Headboard, Lighting, Ceiling Fan Detail

34 Privacy Screen Sculpted Tub Detail

35 Modern aesthetic, unique architectural details Entertainment walls with flat screen mount

36 Energy-Efficient Appliances Artisan Chandeliers Marble Accents Counter Extension Dining Table

37 Friends Count! Referral Program How does Friends Count earn you points or cash? It s as easy as A,B,C! RECOMMEND - Refer an eligible friend or family member, inviting them to share your new lifestyle RECEIVE - Receive bonus credits or cash for each eligible referral. Your rewards grow even higher each time a friend becomes a member REDEEM Enjoy your bonus credits or cash in exchange for payments, more time in your favorite vacation spots or towards Spa services, all inclusive plans, transportation and much more

38 Friends Count! Referral Program

39 Reap the Rewards of Your Recommendations! The Referral (Net Center ) team will call to let you know we are ready to contact your friends and refresh you on how the rewards program works. You can earn up to 2,000 rewards credit just by helping your friends! We respect your friends privacy. We will ask you to let them know to expect a call in case they don t recognize the number. Our Rewards Advisor will invite them to VDP Cancun or Garza Blanca through an exclusive VIP tour with a special discounted rate. See Marifer Bautista at the Referral Roundtable following the meeting!

40 Club and Financial Update Dennis Morrissey Club Caribe Secretary/Treasurer UVCI Vice President

41 Financial Report Currently, the Club is meeting expectations, effectively controlling expenses and collecting membership dues. In Fiscal Year 2018, the Club assessed NO increase to the Maintenance Fees Club Caribe continues to maintain and properly fund the necessary amounts to operate the Resorts to the highest level of service. In addition, the Club will again set aside the necessary funds for the Capital Expenditures, which you will see in future years through improvements at the Resorts. We are pleased to report that the Club is completely self-sufficient; it will derive its revenues from three principal sources in 2018:

42 2018 Budget Overview 2018 Budget Club Caribe Revenue 8.5% 7.4% Membership Dues Capital Reserve 84.1% Other Revenue

43 The line item on your bill designated as 2017 Maintenance Assessment is used for the following activities: 2.3% 3.0% 1.0% 5.6% 6.0% 2.2% 2018 Budget Club Caribe Expenses 0.4% Property Management Fees Capital Fund Expense Bad Dept. Expense ResortCom Servicing Expense 8.5% Program Insurance Premium UVCI Servicing Expense 71.1% Merchant Account General & Administrative Expense Club Services Cost Operating Fund - The largest expenditure of operating funds is the on-site management of the Club s resorts. Operating funds also provide for on-site Club activities and off-site operations including reservation systems, hardware and software technologies, maintenance billing, customer service, communications, general and administrative expenses, and legal and accounting fees. Capital Expenditures - Capital funds are spent at the resorts each year to keep your units and the grounds in good condition. The Capital Reserve portion of the Membership Dues will remain at 10% of the Maintenance Fees for our VPA Members in accordance with the Reserve Capital Expenditure Plan.

44 Membership Dues as of 3/31/18 We have collected $6.40 million of the $8.01 invoiced year to date (YTD). Our current 2018 bad debt based on foreclosures and cancellations YTD amounts to $219,841 or 2.74%, the current uncollected amount is 17.44%, which the servicing provider ResortCom International is working towards collecting. Based on historical data for the same time last year, we are trending ahead of the previous year based on a higher amount of membership dues assessed Club Caribe - Maintenance Fee Collected As of March 31, % 2.74% Maintenance Fee Collected MF Receivable 79.82% Bad Debt

45 Total Revenues - Inclusive of Reserves Club Caribe Financial Report 2018 Budget Overview 2018 Budget 2018 actual thru 3/3/18 $ 8,889,875 $ 2,222,618 Total Expenses $ 8,136,921 $ 2,034,380 Operating Income before Reserves $ 752,954 $ 188,238 Reserve Fund Contribution & Capital Expenditures Expenses $ 752,954 $188,238 Net Operating Surplus/Deficit $ 0 $ 0 Club Caribe is currently on track to meet the goals in the 2018 Budget.

46 Club Programs Elite Program Changes Updated brochures Website landing page Standardized benefits Villa la Estancia Friends and Family Program Lowest non-member rental rates available to share with loved ones Member Versary Program Room, meal plan and spa discounts to celebrate your membership anniversary date

47 Member Engagement UVCI works with each destination to create a robust, year-long calendar Events are promoted through eblasts, newsletters, and on property Our members are engaged, with average open rates 25-40%., well above industry averages We still can do better! Be sure to answer each survey and provide your feedback so we can tailor specials to your needs EVENTS JAN FEB MAR APR MAY JUNE JULY AUG SEP OCT NOV DEC Mexican Beer Fest Culinary (4-28) Journey October Bread and Coffee & Soccer Soccer Mezcal vs /Chile en Hamburger Winter Beer Fest through Wellness Other Tisanas World Cup World Cup Tequila Nogada Fest Cancun Remaking Olympic (1-17) Cacao / (month) offerings / Mixology (14-30) (1-14) Mixology (Month) (month) Games Chocolate Day of the (All month) (month) Mexican (9-25) (All month) dead (1 & 2) Wine Fest (22-28) Garza Blanca Valentine's Day, Superbowl Party St. Patrick's Day, Equinox Party Easter Annual Event/ Hecho en Fatherhood Omakase Mexico, Motherhood Noche Mexicana Halloween Gourmet Festival, Thanksgiving Wellness Week, Christmas Tree Lighting

48 Throughout the year, Brittany travels to our resorts to experience first-hand our on-property events as well as regional excursions, tours and dining venues (on and off the beaten path!) and shares them with our members.

49 VDP Cancun Communication

50 Garza Blanca Communication

51 ResortCom Servicing & PreArrival

52 ResortCom Team Scott, Odilia, Courtney, Carolina, Tatiana, Angie

53 Getting Closer - to Bring Us Closer All business functions and third party services Member Services, Financial Services, Referrals, Pre-Arrival, Administration, Collections, Executive Office now physically consolidated into two adjacent buildings that make up the ResortCom Campus.

54 Positive Changes Leadership additions; staff restructuring, hiring and training Client and project management enhancements New corporate website Commitment to positive company culture Cutting edge business intelligence (BI) - querying software, reporting and dashboard tools, digital marketing applications IMPACT: Increase efficiencies, exceed client expectations, retain staff, and dynamically change the way ResortCom analyzes and acts on the data it collects

55 PreArrival Services Successfully merged PreArrival Department into Call Center to form one cohesive team Analyzed member vacation preferences Streamlined process to 4 calls and 6 targeted s that zero in on highest-demand option requests Dramatic reduction in redundancy expected GOAL: To strike the right balance of advancedplanning information, communication and service to enhance your entire vacation experience

56 Industry Recognition 2018 Silver Award Finalists American Resort Development Association Award Program Human Resources Team Website

57 ResortConnect Launched! Agent site - payments and reservation module live System retains history of all reservations (past & upcoming) and all associated payments. Built with all best practices and security issues in mind.

58 Member Site Reservations Phase 1 Beta Testing -Summer 2018, Member Site Launch -3Q 2018 Limited functionality to allow members familiarity with new site: Review Points Balance Basic member reservations select by property, date, unit size Reserve with regular points, preferred points, Club time Cash requirements will be prompted at time of transaction Rebook a past reservation from reservation history Check availability with easy-to-understand green, yellow or red indicators Save a draft of the booking, waitlist requests, generate confirmations

59 Account Overview

60 Booking Process

61 Booking Process

62 Travelers & Contact Information

63 Option Process

64 Payment and Confirmation

65 Member Advisory Committee MAC volunteers provide feedback and suggestions on pre-vacation services such as Call Center, reservations, exchanges and payments, and on-property input on food and beverage, common areas, activities, room amenities, check in, and safety features for rooms and common areas. MAC input has contributed to improvements in programs and services such as Elite benefit consistency and Referral program procedures. Thank you for your contribution! Christy Henley Steve Tebow Lucille Baldwin Jeff LaValley

66 Villa Group/Tafer Resorts Destinations Update Roger Schaaf Vice President Operations

67 OPERATIONS UPDATE

68 AGENDA Resources Product Tech

69 RESOURCES

70 MOUSAI > General Manager CECILIA BUSTOS Bio: Joined on 1/15/2018 Original from Aguascalientes Married > 1 Daughter & 1 Son Prior to Tafer > Karisma Playa del Carmen Career > Sales & Rooms Division

71 GB Puerto Vallarta > General Manager PHILIPP REAL Bio: Joined on 11/20/2017 Originally from Liechtenstein Married > 1 Daughter Prior to Tafer > Capella Ixtapa Career > Food & Beverage

72 GB Los Cabos > General Manager BEN BERDEJO Bio: Joins on 6/1/2018 Originally from Mexico City Married Prior to Tafer > TVG / Sandals Career > Food & Beverage

73 Internal Promotions > Hotel Mousai Antonio Torres Restaurant Manager Omar Canales Restaurant Manager Both were promoted in January from Captain to Manager

74 AAA DIAMOND - TRAINING 5 Day Training Week at each Hotel Conducted by former AAA Inspector Part of annual Tafer Training Program High Standards of Service o A > Acknowledge o A > Address the guest o A > Anticipate the guest need

75 AAA DIAMOND - TRAINING TAFER Diamond Leaders > chosen for their performance - role of mentor SME > of AAA Standards - both physical and service

76 PRODUCT

77 AAA CERTIFICATION 2018 Mousai > 5 Diamond Definition: Ultimate Luxury Only Hotel in the state of Jalisco 4th Consecutive Year 0.4% of total Universe 20 Hotels in Mexico

78 AAA CERTIFICATION 2018 Garza Blanca > 4 Diamond Definition: Refined 4th Consecutive Year 6% of total Universe 140 Hotel in Mexico

79 AAA CERTIFICATION 2018 Villa del Palmar Cancun Special Project > update 148 Deluxe Key Areas: Bathroom lighting & accessories Full-length Mirror (entire Hotel) TV Furniture Desk and Lamp More seating options Balcony Furniture Apply for 4 Diamond Inspection

80 SIGNATURE MATTRESS Developed and designed exclusively for Tafer by Serta Unique features: o Memory Gel o Beauty Rest system o King > 900 coils o Queen > 630 coils Standard for all Hotels 1st Phase 2018: o VDP Cancun o Garza Blanca - 118

81 F&B DNA PROCESS DNA review with F&B Team > Repositioning of F&B Product > Meet better the guest expectation Roll-out in Puerto Vallarta > Measuring Results > Process initiated in Cancun on 4/30 What works /not Scope Definition Manage Change Analysis Concept Menu Composition Mixology Service / Decor Refined Ambiance Culinary Experience Branding Product

82 SMART TV 2018 > Tafer TV Standard: o Bed Room 50 o Living Room 55 LG Slim Direct LED Phased replacement in existing Hotels Acquisition for all New-Builds

83 Customer Satisfaction Trend Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 VDP Cun Owner GB PV Owner HMO PV Owner TAFER Owner Division TVG Owner Division

84 Passion Points Hecho en México May 2017 Omakase July 2017 Wellness December 2017

85 CONTINUED PHYSICAL IMPROVEMENTS

86 Villa del Palmar Cancun Hiroshi seating & decor Main Pool floor ZAK Lounge Beach Spa cabins

87 Garza Blanca Puerto Vallarta Pool Chaise Lounge Member Lounge Concierge uniforms

88 TECHNOLOGY

89 INTERACTIVE SERVICE > ALICE Operations Platform to handle Guest requests Request services via Smart Phone /SMS/Tablets Beta Test Tafer Guest App by Q3 Mayor investor Expedia with over $35M funding

90 IN-ROOM ENTERTAINMENT Top 10 subscription entertainment providers in the USA by number of subscribers > Q STAYCAST Next Generation Built for Hospitality / Powered by Google Chromecast Meet demand of OTT subscriptions > NetFlix / YouTube Log-In via Personal Device Capabilities for Android and ios Casting Automatically disconnects Guest at Check-Out

91 INTERNET Beta Mousai Offers: Basic Free Premium High Speed Next: Roll-Out Garza Blanca and Cancun

92 THANK YOU!

93 Eagle s Wings Foundation Update Sara de Cardona EWF Board Member

94 Eagle s Wings Foundation Your donations have helped thousands of needy people in Mexico. Since its inception, EWF has facilitated and granted over $3,000,000

95 THANK YOU TAFER/VILLA GROUP CANCUN 2018 EWF Cancun Grant Program TOTAL = $22,000 MATCHED BY TAFER/VILLA GROUP CANCUN! TOTAL $45,000 USD

96 Red Cross Isla Mujeres EWF s $2800 grant paid for the acquisition and installation of a 21-meter antenna and related radio equipment to improve emergency response communication capabilities, as well as 4 complete sets of paramedic uniforms including pants, boots, camisoles, bibs, and helmets.

97 DIF (Mexico Social Assistance) manages programs for families and impoverished children. EWF s $8,800 donation supported the rehabilitation of CENDI (Children's Development Center) of Isla Mujeres, a facility providing children under 6 years of age with comprehensive health care. DIF Isla Mujeres

98 With $12,600 the school created a second floor, remodeled the bathrooms and transformed the backyard into a classroom. Sonia has been rescuing street children for 15 years and transforming their lives with nutrition and educational support. She helps normalize their lives and improve their futures. With our support, she serves more than 130 children. Escuelita de Sonia

99 Mano Amigo School Mano Amiga School: With the donation of $ 3, USD, scholarships were awarded to 4 children during the school year. For 8 years, Mano Amiga has been transforming the lives of those who have less, providing an integral foundation against school dropout, and helping children to pursue their dreams. Cristobal (9), Gabriel (9), Fernando ((9), Carlos (10)

100 APAFHDEM In 2017, $3, USD was used to purchase and install hydraulic and sanitation equipment for its facility. APAFHDEM is a non-profit association that supports young people and adults with intellectual disabilities, and provides life and job skills training to provide opportunities for independence and improvement in quality of life.

101 VIFAC This foundation supports pregnant women in need by providing emotional and medical assistance, work skill training and adoption services. Their objective is to eliminate abandonment of newborn babies by helping women with unexpected pregnancies to face their situation with dignity. Our $4,200 grant contributed to the purchase of a bus to transfer women to their appointments and for travel to support visits.

102 EWF CANCUN 2018 GRANTS EWF GRANT FOR 2018 TAFER GRANT MATCHING TOTAL GRANTS FOR MEX$ TOTAL GRANT FOR 2018 US$ APAFHDEM $17,400 $90,456 $107,856 $6,146 Escuelita de Sonia $121,000 $68,350 $189,350 $10,789 VIFAC $0 $80,000 $80,000 $4,558 Escuela Mano Amiga $32,863 $39,377 $72,240 $4,116 Cruz Roja $73,294 $103,359 $176,653 $10,066 DIF Isla Mujeres Escuela La Antorcha $120,969 $0 $120,969 $6,893 $24,255 $0 $24,255 $1,382 $382,211 $381,542 $771,323 $43,950

103 2018 Eagle s Wings Foundation Cancun Grant Program

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105 Announcement of Election Results

106 Adjournment

107 Questions and Answers