Vacations aren’t supposed to be work. They’re supposed to be a break from work, and this goes for all aspects of the vacation- from planning, to booking, to choosing where you want to go.
The ease of vacationing is part of the reason why the Festiva Adventure Club is so popular, but oftentimes, members are given so much information, they may find it difficult to wade through exactly how many benefits they have, or the most efficient way to get on vacation to where they want to go. The Festiva Adventure Club simply offers so much, sometimes it takes a little help in explaining all of the benefits of your designated time of R&R.
Enter Melissa Slovak to the rescue. She’s the freshly appointed New Member Engagement Specialist at FAC, and it’s her job to reach out to new members as well as members who may have just upgraded, and walk them through the benefits of their membership. She helps members schedule reservations, sets them up in the member portal, explains RTX benefits, and gets them acclimated to what they have purchased. She’ll give you a call and make sure you know exactly how to use your membership, get the most out of it, and get on the vacation that you’ve always dreamed of.
“The goal is to educate members: people are going to understand what they purchased, and hopefully they will get more use out of their membership, which is what we want,” said Slovak. “They’ve purchased something that they’ve invested money in. We definitely want to get them on vacation and be able to enjoy the benefits that they have.”
Slovak calls a large majority of the FAC membership “tangible,” meaning they prefer to call in on the phone and talk to a person, rather than through email. While talking on the phone may increasingly be becoming more of an old school approach to customer service, Slovak says it’s an approach that is embraced by FAC representatives.
“That’s what member services is here for, we’re here six days a week to serve you, so there’s nothing wrong in calling us,” she said, but a big tip on maximizing your membership, says Slovak, is to be a little computer savvy. Investing time in checking up on the blog and emails can go a long way in terms of stretching your points.
“Check the website, ‘like’ the Festiva Facebook page, check your emails, follow the blog, and know when Loyalty Days are coming up.”
Slovak also wants to be perfectly clear: when she calls, it is not a sales call. She is calling to assist you in your membership and see if you have any questions she can personally answer.
“Sales is not the intention for me calling. When I call and leave a message, it’s really just to review your membership. I really want you to understand your membership completely, and get the maximum enjoyment out of your benefits: booking reservations, and going on vacation.”
Although the focus at Festiva has always been on member education, Slovak taking the lead with a concerted push is the start of a new approach to the membership.
“I think members are going to see a vast improvement with their experience with us. It’s really great. If they haven’t been on vacation in awhile, we will do our best to get them on vacation.”
Slovak lives and works in Asheville, North Carolina, and previously worked in the hotel industry in New York City for more than 20 years.
She said members often ask where her favorite Festiva destination is and she is happy to tell them warm places are her preferred spot.
“I like the Myrtle Beach area, I love Sandpebble, I love Sea Mystique. They’re right on the beach, but removed from the fast pace of Myrtle Beach,” she said. “I love those properties, but I also love Ellington. It’s still close to the beach, and it’s a nice relaxing property.”