As markets evolve and consumer needs shift, so must the models that underpin the long-established timeshare sector. From traditional fixed weeks to innovative points-based systems and emerging technologies, these are the essential insights that will guide timeshare into a new era.
Balancing Innovation: Adopting New Technologies And Preserving Personalised Service
“Technology should enhance efficiency without overwhelming guests who value tradition” – Joel Papenfus, Divisional Operations Manager for Legacy Hotels and Resorts.
“At Legacy Hotels and Resorts, we’ve been focusing on what we call The Guest Journey, which is driven by information technology. The goal is to provide instant access to amenities and programme schedules —all in real-time, fully interfaced, and as effortless as possible. But, we’re also cautious about balancing innovation with the needs of our market, particularly our older timeshare owners. In one operation, we replaced in-room information folders with QR codes. However, we quickly realised that many guests still prefer flipping through a traditional folder.
Considering The Generational Shift is Key
This is especially relevant when considering the generational shift. Some properties, like Kwa Maritane, are transitioning to a younger, second-generation audience, while others, like Kruger Park Lodge, still serve a predominantly first-generation clientele. We can’t outpace these guests, so it’s crucial not to make the transition too complicated or overwhelming. Our upcoming technology upgrades represent a massive investment, but they’re already proving invaluable. These systems simplify operations on the management side by automating tasks, saving labour costs and making the process more efficient. On the sales side, these tools are a game-changer. Instant access to ownership data means teams can close deals faster. It’s all about equipping our teams with the right tools to enhance efficiency and customer satisfaction.
Staff Will Always Be Our True Assets
That said, we must never forget the people who bring all this to life: our staff and general managers. No matter how advanced our systems become, the staff on the ground who create memorable guest experiences are our true assets. They embody the lifestyle aspect of what we offer, and that’s something technology can never replace.
Final Thoughts on How The Industry Will Look 5 – 10 Years From Now
One-on-one engagement with consumers remains effective, and we shouldn’t overlook the potential within our existing customer base. Many owners are eager to buy additional weeks, and internal sales are a valuable opportunity. While we’ve faced challenges in recent years, such as economic pressures and negative media, we’re seeing a renewed interest in traditional fixed weeks. People enjoy having tangible – a share certificate that says, ‘This week is mine.’ As the economy stabilises, we’ll see this trend grow.”