Category: BEST CUSTOMER SERVICE TEAM
Nominee: Owner Services Team – ResortCom International
Vacation ownership is about far more than destinations, it is about people, relationships, and the memories created over a lifetime. At ResortCom International, our Owner Services Team exists to protect and enhance those moments. Through empathy, responsiveness, and an unwavering commitment to excellence, this team consistently delivers customer experiences that build trust, foster loyalty, and strengthen long-term engagement with our owners.
The roots of our Owner Services Team trace back to the early 1980s, when vacation ownership was still emerging. While the industry has evolved dramatically over the past four decades, one thing has never changed: our team’s dedication to genuine care, thoughtful problem-solving, and personal connection. Many of our original owners remain with us today, joined by children, grandchildren, and even great-grandchildren. These multigenerational relationships are not transactional—they are enduring partnerships built on trust.
One story that reflects the heart of our team is that of Jack and Doloris, who joined our vacation club in Puerto Vallarta more than 40 years ago. Over decades, they shared their love of travel with generations of family, creating a legacy of memories through their ownership. When Jack’s health began to decline, the Owner Services Team recognized that this was no longer just a service request, it was a deeply personal moment.
Understanding how meaningful Mexico was to Jack and Doloris, the team worked tirelessly to arrange one final vacation together. They coordinated specialized travel arrangements, ensured round-the-clock nursing care, and removed every possible barrier so the couple could focus on what mattered most—time together. Jack passed away peacefully in the destination he loved, with Doloris by his side. In the days that followed, the team continued to support Doloris, guiding her through next steps with compassion, clarity, and respect. This was not an exception; it was an embodiment of how our team approaches service.
Every day, the Owner Services Team listens carefully, responds quickly, and resolves challenges with professionalism and creativity. Whether assisting with travel planning, navigating changes in ownership, or helping owners through unexpected life events, the team approaches each interaction with empathy and purpose. They understand that exceptional customer service is not about speed alone—it is about making people feel heard, supported, and valued.
Beyond individual interactions, the team has implemented programs that elevate the overall owner experience. They have streamlined communication channels, introduced personalized vacation planning tools, and launched proactive outreach initiatives that anticipate owner needs before issues arise. These efforts consistently result in high satisfaction and engagement while reducing friction and uncertainty.
A standout example of their commitment to community and connection is the annual themed Member Dinner Gala. This event brings hundreds of owners together each year to celebrate their shared experiences while raising significant funds for local charities. Through these efforts, the team has helped contribute hundreds of thousands of dollars back into the communities our owners love—deepening relationships while making a meaningful impact beyond the resort.
The influence of the Owner Services Team extends internally as well. Through mentorship, collaborative training, and a culture of shared accountability, they elevate service standards across the organization. Their leadership demonstrates that exceptional customer service is not a department—it is a mindset.
In an industry often measured by metrics and volume, the Owner Services Team at ResortCom International focuses on what truly matters: the people behind every reservation and the moments that define their ownership experience. From a child’s first beach vacation to a couple’s final sunset together, the team understands the responsibility entrusted to them.
For more than 40 years, the Owner Services Team has delivered care, compassion, and consistency through every interaction. Their ability to go above and beyond—especially in life’s most meaningful moments—is what makes them deserving of recognition as GNEX’s Best Customer Service Team. They do not simply support owners; they safeguard memories, strengthen relationships, and ensure every owner feels seen, valued, and cared for—through sunshine and storms alike.
