Re: What We Expect from you as one of our Owners: 2016 Season.
Team, I want to talk to you today about Excellence.
It's what we all strive for as Owners of vacation rental property. In this difficult economic time, it is easy to lose sight of why we are here. We enter our tenth year stronger than ever. Most do not make it this long. Our dream of being a 30 to 50 year multi-generational business is coming true.
As a VacationCentralFlorida.com condo or Townhouse owner, you are part of an exclusive Championship team at Windsor Hills. You are the best. You set the standard. It means that you believe in excellence, and you hold yourself to the highest level of integrity. Not everyone can be on such a team as demanding as this.
With everything we do as condo or Townhouse owners, we first and foremost must know why we are here. We are here for the Guest Families who come to stay in our units. We must ensure the guests best possible stay at the most fabulous resort in Florida, Windsor Hills. This is how we attract repeat Guests, and promote through word of mouth how fantastic Windsor Hills is as a vacation destination. If a family has a good experience, they will tell 5 people. If they have a bad experience, they will tell 50 people. We must do everything in our power to ensure that Windsor Hills Guests are treated fabulously and tell everyone how great their stay was. This requires a lot of effort on the part of all of us individually.
When something goes wrong (which inevitably it will, that's the nature of the business), the ONLY THING THAT MATTERS is HOW you deal with the problem and how you treat our guests, and be sure to personally call your Guest and offer help. Many of you have sent fruit baskets to Guests after a repair, etc as a token of your appreciation for them. This is the excellence we speak of. This has an impact on the entire community of Windsor Hills, lifting all properties in the process.
You must be dedicated to this principle of excellence as a VacationCentralFlorida.com owner. Dedicated to a Guest stay so good that they will want to return to Windsor Hills year after year after year, regardless of who they rent from - be it one of our units, or another owner not even in our group. Remember, we support the Guest in their desires and decisions and that means we support all owners at Windsor Hills regardless of their management affiliation, style of marketing, pricing structure, and so forth. We are promoters of the entire Windsor Hills community first. We are POSITIVE neighbors and BUILD UP the Windsor Hills community.
We can only control what we do, so what we do is focus on EXCELLENCE. We will hold our (note: YOUR) properties to a higher standard. If you see something wrong, say something. Recently, two owners walked in all areas of Windsor Hills and picked up small trash in the bushes that had just been dropped by Guests. These efforts while you are visiting or on site are the things that add up to make our resort a much better place for all Guests and owners. Thank you for the extra effort. The Guests, and all other Windsor Hills owners appreciate it.
We treat our Guests and our fellow owners with respect, we offer a fabulous product that we strive to make the BEST at Windsor Hills, and we are proud to be a part of this community of residents and investors. Your investment in property at Windsor Hills is a responsibility that we take seriously. Further, we are a team - and as such we will act as a team. We will treat other team members, competing owners outside VacationCentralFlorida, and all of our and other owners Guests with respect, while firmly enforcing our VacationCentralFlorida and WindsorHillsTownhouses guest rules.
Our Guest rules in many cases are more stringent than many of the association rules. This code of conduct applies to us as owners as well. There will be no negative, nasty posts by any team member of ours on any bulletin board about any other owners - either personally, or regarding pricing, property, board activity, etc. We are leaders, and leaders don't do that. You will adhere to this level of principles and professionalism. We are better.
You have received by now the most recent researched list of what is most important to guests and why they choose a particular property over another. This data is from many research projects that we have completed through the years at Windsor Hills.
Our Mission is providing the Windsor Hills Guest with the very best vacation experience possible, and through our ongoing research we know exactly what that is. We currently rent to about 1,000 Windsor Hills Guest Families each year (and growing). If each family tells 5 families how good their stay was, that's nearly 5,000 positive comments floating around about Windsor Hills each year, just because of OUR properties and good guest service. This helps EVERY owner at Windsor Hills.
We also continue to survey those Guests to gather the latest in perceptual research that can be applied. We regularly communicate with Windsor Hills guests who have been coming to our resort since at least 2006, and are growing our immediate contact list by thousands per year as they sign up for our newsletters and pricing alerts.
We also fully support the Windsor Hills Ventura, Vista, Enclave, and Master Associations by remaining fully current with all Homeowner Association Dues. We are good neighbors. We feel the board does a good job of maintaining the high standards of our resort under extremely difficult conditions and we choose NOT to allow our properties to be an additional burden for the board through non payment or late payment of association fees. County and Tourist Taxes must also be paid up to date on your unit(s) to be on this team as well. There are no exceptions to this rule.
We offer any assistance that we can to the community, and urge you to support your board as well, by becoming involved to make Windsor Hills a better place. If you see something that needs attention, by all means reach out to the board - but always have a suggested positive solution. Anyone can complain and bring forth a problem, blaming others. We hold ourselves to a leadership standard as a group, so we offer solutions to any problem we see. We don't throw our hands up. Our Mantra is "If it IS to be, it is up to ME."
Our properties are all registered with State of Florida Department of Revenue, Osceola County Tourist Tax Department, hold current State of Florida DBPR Hotel/Motel Licenses, as well as Osceola County Business Tax Receipts. We follow the law. You will maintain these registrations in good standing to be able to be a VacationCentralFlorida.com or WindsorHillsTownhouses.com owner.
Mortgages (on those properties that still have mortgages) must stay current. We maintain all property tax payments, have local management and maintenance to ensure legal and Guest compliance, and support all association rules. We also enforce a zero tolerance policy with regard to Guest behavior while at our beautiful resort and lay out a number of rules and regulations that Guests are required to follow in order to occupy our excellent units at the resort. These rules are sent to Guests prior to arrival. We have been owners at Windsor Hills since the early beginning days of 2006 and look forward to the continuation of maintaining our properties in the future at the HIGHEST quality level.
YOU are the reason for the future success of Windsor Hills. YOU have the nicest, cleanest, and best marketed units that are most visible at Windsor Hills. YOU are the owner that can make a difference in our resort and in our future business as we continue to grow by adding units every year.
I thank you for being a part of the original greatest team of property owners ever assembled, the VacationCentralFlorida.com team. It requires your EXCELLENCE to remain on this team. Through your help, the future is very bright for your investment, your property, Windsor Hills, and your families financial growth.
The next time you are walking the property, remember that you are a leader. You are on a winning team. You are involved in a cause much bigger than any of us personally. You are making it possible for families to bring their kids to Central Florida. Your properties are making thousands of happy memories for good families from around the globe, and I know you love this cause. It drives all of us. The pictures we get from families staying in our units are priceless.
Every healthy family needs time away together to reconnect in this busy, crazy life. As long as we hold this mission as our guiding principle, and embody excellence in delivering this promise, we will always be successful.
You are a championship team, making family dreams come true for so many. Thank you, and keep up the great job. I am proud to be leading our efforts and making history at Windsor Hills.
We are just getting started. Onward and upward!
VacationCentralFlorida.com, WINDSOR HILLS CLUB, and all related websites are a Single Entity of Windsor Hills Properties with common Management, Cleaning Services, Maintenance, and Shared Expense. VacationCentralFlorida.com supports the Windsor Hills Community as well as Central Florida and various Vacation Communities and displays numerous website links that support fellow property owners and companies who choose to rent their properties at their individual pricing structure and unique operational programs. Rates subject to change and do not include cleaning, fees, or 13% taxes.
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