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View from the Bottom

MikeThe View from the Bottom is Mike Millisor’s monthly letter to all of the stakeholders of the Breckenridge Grand Vacations family of resorts.

There is no disputing that the core of Summit County’s attraction as a vacation destination is the wonderful variety of outdoor activities, from alpine sports in winter to hiking, biking, and fishing in summer. Yet as Breckenridge has grown and developed over the years, residents and visitors alike have been able to enjoy an increasingly diverse mix of artistic and creative opportunities, which have become a draw for all.

At the center of the Breckenridge creative community are long-standing cultural organizations you may already be aware of, such as the Backstage Theatre, the Breckenridge Film Festival, the National Repertory Orchestra and the Breckenridge Music Festival.  In 2014, Breckenridge Creative Arts, or BreckCreate, was developed by the Town of Breckenridge to build on and promote this strong foundation. BreckCreate, a nonprofit organization, is rapidly assembling an impressive cultural corridor in the heart of downtown Breckenridge.

BreckCreate has focused development of arts programs around three types of experience: events, classes, and exhibits. Events span a spectrum of interests, from National Geographic’s speaker series at the Riverwalk Center, to the MET Opera Live in HD broadcasts at Colorado Mountain College, to appearances by nationally known performers at venues around town. If hands-on is more your style, you can choose from classes not only in traditional art forms like photography and watercolor, but belly dancing and mask making.  Strolling through the one-acre campus of restored historic structures offers a feast for the eyes in exhibits of textiles, ceramics, metalwork, painting and more.

A great deal of work by a lot of committed people has gone into creating this magnet for artistic and cultural talent in our community, and I hope you’ll take half a day (or more) during your next visit to check out the riches. Start your exploration by visiting the BreckCreate website at www.breckcreate.org. This is a new opportunity for all of us, and I hope that you’ll find it an exciting enhancement to your vacation ownership experience.

Mike Millisor
GreatVacations@BreckenridgeGrandVacations.com

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View from the Bottom

MikeThe View from the Bottom is Mike Millisor’s monthly letter to all of the stakeholders of the Breckenridge Grand Vacations family of resorts.

We know you love Breckenridge.  It’s hard to imagine a better vacation spot in Colorado – and Colorado has a lot of great vacation spots.  But we know that there are many other wonderful places around the country and the world to explore.  Which highlights another great benefit of vacation ownership – the ability to exchange your week through Interval International for time in one of those other exciting destinations.

We also know, however, that the exchange process can be a bit confusing.  From the start, a number of questions arise:  For how many days and in what season can I get the best value?  What is the best resort in that locale for my family’s needs?  How far ahead must I plan my vacation?  And while Interval International does provide its own telephone staff to assist with the booking process, they are not equipped to walk you through the many details that go into planning a vacation tailored just for you.

As part of our commitment to creating grand vacations for our owners, many years ago we established an internal Interval International Support Team to assist our owners in booking exchange stays, thus becoming one of only a handful of resorts in the industry to offer this kind of owner assistance.

This team of eight Breckenridge Grand Vacations employees knows Interval International and the exchange process inside and out, and have all the tools and connections to find you the perfect fit in that exotic destination.  Many of them have done extensive travel of their own, and they can even help you decide which destination is a good fit for the kinds of activities you enjoy.

Even if you’re not sure if, when or where you want to try your first or fifteenth exchange, give our I.I. Support Team a call at 877-453-4440 and let a true exchange professional help you plan your next out-of-state or out-of-country getaway!

Mike Millisor
GreatVacations@BreckenridgeGrandVacations.com

 

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Spring 2015 Breckenridge Dining Passport

PassportThe slopes may be closed, but that just leaves more time to enjoy all of the amazing Breckenridge Spring 2015 Dining Passport deals! Starting April 19 – June 11, 2015 you can join in on the dining deals by making a small $10 donation at the Breckenridge Welcome Center or a participating restaurant. All proceeds will provide scholarships to students who work or are dependents of those working in the local restaurant and hospitality industry. Each passport is valid for two individuals.

Check out the list of over 20 participating restaurants and their dining deals:

  • Après Handcrafted Libations: April 20- May 3 and May 15- 31 (Closed May 4 – 14): $1.00 off selected pints.
  • Briar Rose Chophouse: April 19- May 17- Two Course Menu for $35
    May 18- June 11: 2-for-1 entrées with the purchase of a bottle of wine or an appetizer or a dessert. (The promotion will be available in the saloon or dining room.)
  • Bubba Gump Shrimp Company: Two for $28! Includes 1 appetizer, 2 entrées, 2 desserts. Happy Hour everyday from 3- 6pm with select 2 for 1 Appetizers.
  • Burke & Riley’s Irish Pub: April 19- June 11: 10% off entire bill with your passport.
  • Crêpes a la Cart: April 19- April 29: 20% off a crêpe with purchase of a beverage. April 30- June 11: Buy 1 crêpe, get one 50% off.
  • Downstairs at Eric’s: Kids Eat Free with the purchase of one adult entrée per kid’s entrée.
  • Fatty’s Pizzeria: May 7- June 11-Sunday- Thursday, 4-10 pm only (Closed April 20- May 6): 2 for 1 entrées.
  • Giampietro’s: April 19- June 11: 3-course menu for $25.
  • Hearthstone: May 7- June 11, Thursday- Sunday (Closed April 19 – May 6): Best of Season Menu- 3 course dinner for $30.00. Monday- Wednesday: 2 for 1 entrées.
  • Jake’s: April 19- June 11: Buy 1, get 1 free on your first drink.
  • Kenosha Steakhouse: May 9- June 11 (Closed April 20 – May 8): BBQ platters- Buy one full price and receive second at 50% off.
    La Francaise Bakery: April 19- June 11 (Closed April 21- 23 and April 28-30): 2 for 1 sandwiches, omelets and crêpes.
  • Mi Casa: April 19 – May 4 and May 21 – June 11 (Closed May 6 – May 20),
    Sunday- Wednesday: 2 for 1 entrées after 3:30.
    Thursday – Saturday: Date Night Menu- 3 course dinner for $30.00 per couple.
  • Michael’s Italian Restaurant: May 15- June 11 (Closed April 19- May 14.): 2 for 1 dinner entrées.
  • Modis: April 19- May 10 and May 28- June 11 (Closed Mondays. Closed May 11- May 27): 3 Courses for $33 and 1/2 price on select bottles of wine.
  • Motherloaded Tavern: April 19- June 11: 2 for 1’s 11:30- 1:30 and 5-7 every day with the passport.
  • Mountain Flying Fish: April 19- June 11: 30 % off all rolls.
  • Ollie’s Pub and Grub: April 19- June 11 : $15 choose any two food items Monday thru Friday 11am-11pm.
  • Park & Main: April 19- June 11, After 5pm: Buy one entrée, get one entrée or sandwich of equal or lesser value with purchase of a bottle of wine or an appetizer or a dessert.
  • Relish: April 19- April 25: Entrée paired with a selected item for $27 a person. Selected wine list under $35.
    (Closed April 26- May 21.) May 22- June 11: Entrée paired with a selected item for $27 a person. Selected wine list under $35.
  • Sevens: Free appetizer or dessert with purchase of an entrée.
  • Subway- Breckenridge: Free 6 inch sub- Buy any 6” sub and any drink and get a regular 6” sub of equal/lesser value.
  • Traverse Restaurant & Bar: April 19- April 26 and May 2- June 11: Selection of 3 courses for two people from our Tapas and Dessert Menus – $39 per couple without wine, $49 per couple with BOTTLE of house wine. Exact closure dates TBD, please call for updated restaurants times & closures.
  • Twist: April 19- April 25: Entrée paired with a selected item for $22 per person. Selected wine list under $35.
    (Closed April 26- May 21) May 22- June 11: Entrée paired with a selected item for $22 per person. Selected wine list under $35.

For more information about the Dining Passport visit The Breckenridge Dining Guide or the Breckenridge Welcome center at 203 S. Main Street.

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Owners Only

As the 2014-15 ski season comes to an end it’s fun to look back at all the great days and priceless memories made this winter.  We fondly remember champagne powder and amazing bluebird days! We’d love to hear about your favorite days and what lifetime memories you made this season!

For a chance to win 50 Reward Dollars, share your favorite 2014-15 ski season memory! Comment below or email customerservice@breckenridgegrandvacations.com for a chance to win.

 

SEE WHAT OTHER OWNERS HAVE BEEN UP TO THIS WINTER: 

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View from the Bottom

MikeThe View from the Bottom is Mike Millisor’s monthly letter to all of the stakeholders of the Breckenridge Grand Vacations family of resorts.

Last month, I used this column to tell you a bit about what BGV does with the feedback you provide us when you complete the surveys we send to you.  I hope the information clearly expressed how important your responses are in helping us to provide GRAND vacation and ownership experiences!  This month, I thought I’d follow up by sharing with you a bit about how we have structured our surveys to make sure we cover all the bases, in addition to spotlighting some of the improvements we’ve made as a result of your feedback.

Each year, on the anniversary of your first purchase with BGV, we send you what we call the BGV Owner Survey. This is an opportunity for you to reflect on your ownership as a whole, separate from any particular visit, to tell us anything that has been on your mind or to share ideas for making things better.

In addition, we also send a Post-Stay Survey at the end of each vacation stay at a BGV resort to the departing owner, renter or exchange guest. We know that the expectations of each of these groups will be a bit different, and will depend to some degree on past experiences they have had either with their home BGV resort or with other resorts in which they have rented accommodations or used exchange privileges through their home resort.  Looking at their rating and comments separately helps us to better anticipate the needs of each group. In the near future, we also hope to launch Onsite Surveys at each BGV resort so that we can make sure that every stay is as enjoyable as can be!

Several years ago, we started using a metric within our surveys that has been adopted by many, if not most, of the major companies in all fields of business.  The Net Promoter Score (NPS) is based on customers’ responses to a single question on a scale of 0-10: How likely are you to recommend our business to your friends and family?  Those who score a 9 or 10 are considered Promoters, those who score a 7 or 8 are considered Passives and those who score 0-6 are known as Detractors. To date, I’m pleased to share that over 70 percent of all BGV survey respondents are Promoters! While this metric is helpful because it allows us to measure customer loyalty and not just customer satisfaction, it is the verbatim comments that we receive with each survey that truly help us learn what we can do to improve the experiences of our owners and guests, so please keep those comments and suggestions coming! To that end, I’d like to share some of the changes that our BGV owners have suggested and that we’ve implemented.

Gold Point Resort heard from our owners and guests that they had difficulty reaching the Front Desk during their hours of operation and/or the Resident Manager during the evenings due to how the phone system was set up with multiple phone numbers. To improve the owner and guest experience as a result of this feedback, an auto attendant was installed that uses just one main phone number to ensure that each call reaches the correct point of contact, no matter what time of day the call is received. In addition, we now stock more towels in our hot tub rooms and replenish them more frequently to ensure there are enough towels available throughout the week, based on survey feedback. Survey comments have also helped us shape our long term refurbishment and replacement schedules.

At Grand Timber Lodge, we installed additional robe/towel hooks throughout the indoor and outdoor pool areas based on comments we received. We also added an additional Activities Coordinator to ensure that the Activities Desk is always covered while other activities staff are hosting in-house events, which were increased as the result of several requests from owners and guests. In addition, we are pleased to announce that a new and improved version of the weekly “owner party” is back by popular demand. Lastly, the Lodgepole Market in Building 6 now features select grab-and-go breakfast items, per the suggestion of some of our owners.

At the Grand Lodge on Peak 7, we installed coat hooks in the Day Use Lunch Room and a lock on the exterior door to this room.  We are also in the process of installing a second coat hook in all of the residences in the South Building.  In addition, we are installing a bar on the outside of the spa locker room showers to increase the safety of our owners and guests.  Last year, a water fountain was installed in the Day Use Lunch Room and we also added a water cooler outside in the pool area. Recently, the Grand Lobby Bar began featuring Starbucks offerings.  All of these improvements were the result of suggestions from owners!

Based on additional suggestions from owners, our Owner Relations Team worked in collaboration with our Information Technology Team to implement the online Bonus Time Availability Calendar for all resorts, and the Points Availability Calendar for Grand Lodge on Peak 7 owners.  The feedback we received from our owners also helped us to develop the usage plan for our newest resort, the Grand Colorado on Peak 8.

I hope the picture you’re getting is that we are very thorough in seeking out the data that will tell us what we need to know.  We wouldn’t do all this work if we didn’t really want to know how we are doing, where we can do better, and how we can do better.  I realize that it also creates a bit of work for you when you receive these surveys, and I thank those of you who have faithfully and honestly completed these.  If you have not been completing these surveys, I hope you’ll consider sharing your input with us in the future.

In today’s marketplace, we are all asked to complete surveys for virtually every product we buy or service we contract, and it can be tempting to ignore them all, especially if we get the impression that our feedback disappears into some big pot and is never seen again.  I wanted to share this level of detail on our survey process so that you’ll know the quality of attention that your rankings and comments get from our staff, from executives down to front line employees.  The scores you provide help us measure improvement; your comments inspire improvement.  Yes, we do ask for your input fairly frequently, and we do that because we honor your investment with us and your trust in us.  Thanks for helping us continue to provide the best possible vacation experience and ownership experience for you and your family.

Mike Millisor
GreatVacations@BreckenridgeGrandVacations.com

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Owners Only

2015 is the year of change at Breckenridge Grand Vacations: a new property, new features on Grand Central and now a brand-new owner blog! This blog is another tool to help all owners stay up-to-date with events, property updates and to communicate with us. We have created a more user-friendly layout, a calendar of events, and a quick link navigation system.

We want to know what tools, features and content you would like to see added to our owner blog. So take a look around and let us know what else you would like to see. Comment below or send an email to customerservice@breckenridgegrandvacations.com with your suggestions and a chance to win 25 Reward Dollars!