Let’s all stand up and be counted!
Join the Conference
For RDO9 we have decided to focus on the theme of ACT: Action Changes Things. Our team believe it is absolutely vital that those within the Timeshare and Vacation Ownership industry take action in order to create positive fundamental change. A willingness to change is one of the main keys for success for any business that wants to survive and thrive in today’s fast moving economy. The worldwide Travel & Tourism sector continues to expand on a massive scale, but to be able to enjoy the incredible opportunities for success that this presents, decision makers within our industry need to make important alterations in order to adapt to today’s reality of disruptive brands, changing consumer expectations, and rapid technological advances. The possibilities for a brighter and better future for us and our owners are huge, all that is needed now is an acceptance and willingness to ACT.
Goals of the Conference
The most fundamental goal of RDO9 Conference is to motivate attendees to act accordingly on all of the knowledge, information and suggestions that have been presented in previous conferences, and from the practical advice they will receive at RDO9. As speakers at other RDO conferences have emphasised, technological change is only set to become increasingly disruptive for the Travel & Tourism industry, so the time for action rather than simply words is now. Another major goal of RDO9 is to take attendees on a journey during the morning sessions with a look at what timeshare promised to consumers in the past, to how it stands today. This will act as a backdrop for the afternoon sessions in which there will be a specific focus on ways attendees can actually ACT i.e. what action will change things.
Who Should Attend?
The RDO Conference is the only event of its type in Europe. If you are involved or interested in timeshare, fractionals, or any other form of shared leisure ownership, then this is a unique opportunity to learn from leading figures and have your say on the direction and future of the vacation ownership industry. Register today and get ready to join in lively debate, network with the movers and shakers, discuss business opportunities, and even relax with colleagues as you enjoy the different social events. We look forward to seeing you there.
Keynote & Guest Speakers
Once again, RDO presents a lineup of top speakers, eager to share their wisdom and inspire you.
Pestana Chelsea Bridge Hotel and Spa is a 4 star hotel in Chelsea, London, servicing both the business and leisure traveler.
Pestana Chelsea Bridge Hotel & Spa
354 Queenstown Rd, London SW8 4AEview website
The hotel is ideally located in the prestigious development of Chelsea Bridge Wharf, one of the most affluent and fashionable new developments in Chelsea. Alongside the banks of the Thames River and close to one of London’s original public parks, Battersea Park, with spectacular gardens and lakes ideal for outdoor relaxation and entertainment. Its location makes it one of the best hotels in London offering guests the convenience of the City Center atmosphere, combined with a tranquil and scenic setting.
The hotel in Chelsea Bridge offers 216 spacious and modern air-conditioned rooms above average in size for luxury hotel rooms in London. Guest comforts include an LCD TV and iPod docking station, private bathrooms with separate bath and shower facilities and tea/coffee making service.
An expertly designer Spa offers the very best in spa and beauty therapy including an indoor heated pool, sauna and steam room with a relaxation area.
The RDO9 schedule is packed with engaging business sessions, lots of networking, and of course socialising and fun. Click on “conference sessions” in each time period to expand and see full details the sessions.
ARDA-ROC Europe Home Owners’ Association Meeting*
RDO Annual General Members Meeting
Lunch & Networking
Breakout Session: Resort Management
Resort management in a world of diversity
Taking a historical and futuristic look at the ever-changing needs of resort properties influenced and impacted by diverse and dynamic demands by guests and the business. Whether evolving vacation ownership members or those visiting the resorts for the first time there is an expectation of quality and a myriad of services to support the experience - not only of the time but ahead of the times.
Speaker: José Luis Mella - Resorts Operations Director, VRI Europe
Breakout Session: Legislative & Enforcement
“We never sleep” – an update on RDO’s legal and enforcement activity
The legal panel will give an update on a range of issues, including the latest developments in the Spanish Supreme Court rulings and the on-going lobbying programme. The session will cover work with the UK authorities to take fraudulent individuals/companies to court and what new legislation is coming into force that is set to curb the activities of claims companies. Find out how ARDA is tackling similar issues in the US and whether there are lessons for RDO and its members.
Eugene Miskelly - General Counsel, CLC World Resorts & Hotels
Chris Emmins – Co-Founder, KwikChex
Jose Miguel Echenagusia - Vice President Legal Services EMEAA, Interval International
Paul Gardner Bougaard - Chief Executive, RDO Ltd
Rob Webb - Partner, BakerHostetler
Coffee Break & Networking
Breakout Session: On-line Reviews
The secret to winning awesome guest reviews
By leveraging Guest Intelligence effectively, brands can improve the experience they offer, increase positive online reviews and encourage direct bookings. Join us to discover the key trends impacting reputation and how to use the latest technological innovations to interact with guests before, during and after their stay to outperform competitors.
Speaker: Danica Davis - Product Specialist, ReviewPro
Breakout Session: GDPR
GDPR - four months in…
The much-anticipated GDPR came into force on 25 May 2018 and transformed data protection law in Europe. This session will consider what impacts the GDPR has had in its first few months and look at the key points that businesses should bear in mind going forward, together with any other data protection developments on the horizon.
Speaker: Elizabeth Morley - Senior Associate, Howard Kennedy LLP
Welcome Drinks & Finger Buffet Reception
Delegate Registration & Welcome Coffee
09.00 – 09.15 (15 mins)
RDO Chairperson Susan Crook and Chief Executive Paul Gardner Bougaard open this year’s conference RDO9 ACT: Action Changes Things.
09.15 – 10.15 (60 mins) Do it or Die Trying
Ellis has been at the centre of remarkable business transformations, all of which started with people, perhaps like you, thinking they didn't need to change.....only to be delighted that they were pushed out of their comfort zones. Sometimes, talking to people outside our industry helps us see how others do, and this session will make you think dramatically differently about how you lead your business.
Speaker: Ellis Watson - Executive Chairman & former CEO, DC Thomson
10.15 – 10.35 (20 mins) The way we were
Twenty to thirty years ago we as an industry offered a certain experience to our customers in the way we sold and the product that we delivered. Generally clients were “cold line” generated and sold a product, almost no one bought, which offered a reasonable level of quality, consistency and a home away from home feeling. As we have transgressed the years are we that different, apart from a few “tweaks” many would argue maybe not and heading forward should we now be radically looking at changing both our marketing methods as well as product?
Speaker: Robin Mills - Vice President Business Development, RCI EMEA
10.35 – 11.00 (25 mins) Myth busters
Attacks on the industry’s reputation and attempts by fraudsters looking to make a quick profit without concern for the damage done to those who use their products and pay their fees must be stopped. The issue of owners being falsely persuaded to part unnecessarily with money to relinquish their timeshare interests is not unique to Europe. In the USA, ARDA is facing similar issues and is adopting robust strategies to address this cancer. ARDA’s Howard Nusbaum will update delegates on the programmes being put in place that could provide the European industry with relevant ideas and solutions.
Speaker: Howard Nusbaum - President & CEO, ARDA
Coffee Break & Networking
11.30 – 12.20 (50 mins) The top travel trends and what it means for timeshare!
Two travel experts will share recent research reports indicating what the public is beginning to expect and demand from their holiday experiences - looking at destinations, value, things-to-do or technology. Jackie Murphy will then lead a discussion with the experts and a panel of top developers about the predictions and how our industry can respond and give our holidaymakers what they want.
Moderator: Jackie Murphy - Managing Director, Flagship Consulting
Speakers: Richard Aston - Director Deal Advisory KPMG LLP
Victoria Bacon - Director Brand & Business Development, ABTA
Panellists: Hassan Kadbi - CEO Hapimag
Stefan Mende - Sales Director, Anfi Group
12.20 – 13.00 (40 mins) Personal fulfilment is the new ultimate luxury
John will talk to us first about how he sees this trend being both nurtured and developed within the Karma Group. Secondly, he will present a brief fictional case study on a somewhat “tired legacy resort” and explain how he would reinvigorate it to deliver a new beneficial value proposition, without necessarily adding substantial financial investment which often is not available within these scenarios.
Speaker: John Spence - Chairman & Founder, Karma Group
Lunch & Networking
14.00 – 15.00 (60 mins) The Art & Science of WOW!
The customer landscape has changed forever. The key to survival in today’s world is the importance of evolving your brand and client/guest experience. Understanding that the winners will be those who forget the transaction and focus on the relationship, and that the key to success is understanding the emotional connection guests have with brands. Brand consistency across all customer touch points creates a unified experience and removes potential "weakest links" in customer experience. You have a community you just might not call it that. And they are hugely powerful.
Speaker: Alex Hunter - Online Brand & Customer Loyalty Expert, Attaché
15.00 – 15.45 (45 mins) Standing on the Shoulders of a Giant
In this session you will hear what hospitality giant Wyndham Hotels & Resorts exactly delivers with their generous loyalty programme. From their experience you’ll see further and discover how to make travel possible for all. Along with key takeaways from the top, you will also be tooled with solutions from 80 Days, a luxury travel marketing company, who support smaller independent, non-branded properties to compete for customers without the power of a mega brand.
Speakers: Steven Dow - Vice President of Revenue Management Europe, Diamond Resorts
Dimitris Manikis - President & Managing Director EMEA,Wyndham Hotels & Resorts
Mark. Forrester - Chairman and Founder, 80 DAYS
15.45 – 16.15 (30 mins) Adventure travel done differently - GAdventures a global success
In 1990 Bruce Poon-Tip launched G Adventures in the belief that other travellers would share his desire to experience authentic adventures in a responsible and sustainable manner. The tour operator has grown from a one-man show to a company of more than 2,200 worldwide in 28 offices, and more than 700 adventures spanning the globe! Brian will share why its passion for making sure over 200,000 travellers get behind the scenes to experience the real world in an authentic and sustainable manner has led to this success. And why it is important to recognise that life-altering experiences come in a variety of flavours.
Speaker: Brian Young – Managing Director, G Adventures
16.15 – 16.55 (40 mins) You are only as good as your last ACT!
The objective of the final session is for the panel to share their experiences of change, reflect back on previous sessions and debate what actions could be made to the product and sales approach to bring about positive fundamental change. This dynamic session will also provide the opportunity for delegates to share their own opinions on what they have heard and seen during the conference.
Panellists: Darren Ettridge - SVP Resort Sales and Business Development (EMEAA), Interval International
Gordon Gurnik – President, RCI Exchanges
Patrick Ingram - Managing Director, CLC World Resorts & Hotels
Justine Banister Day - Sales Manager, Pearly Grey Ocean Club
Kevin Wash – Partner VOS (Vacation Ownership Services)
16.55 – 17.05 (10 mins) Christel House Presentation
17.05 – 17.15 (10 mins)
Robin Mills Chairman RDO Conference Working Group & Communications Council will bring to a close this year’s conference RDO9 ACT: Action Changes Things.
Interval International, RCI & RDO Theatre Evening
The show starts at 18:00 and transport will be provided to the venue leaving the Pestana Hotel at 18:00 hrs and return coaches from the theatre at 22:15 hrs. Invitations with RSVP details will be sent to registered delegates.
Evening Feast & Wrap Party
Back at the Pestana Hotel with comfort food and a two-hour complimentary bar
*ARDA-ROC Europe HOA Meeting is by invitation only
RATES & CONDITIONS
- Non Member: £600
Guest (spouse/partner) & HOA’s: £250
- Non Member: £700
Guest (spouse/partner) & HOA’s: £250
*Early Bird rates end at midnight on 30th June 2018
15% Discount on the Early Bird Rate for RDO members or Non-members who register more delegates than those registered for RDO7 and/or RDO8 (which ever was the larger number registered). The discount only applies to the additional delegate(s) registered and not all delegates.
10% Discount on the Early Bird Rate for RDO members or Non-members who have not attended an RDO Conference in the last 3 years.
Please contact Nikkie Yeaman to obtain the discount codes, which are needed for the discount to be applied during the registration process.
Delegate rate includes all delegate materials, entrance into the breakout and business sessions, networking coffee break area, lunch on the conference days, welcome cocktail & canapé reception, and theatre evening with food and drink.
Please note that delegate registration does not include accommodation and delegates need to book their accommodation directly with the Pestana Chelsea Bridge Hotel & Spa.
- Double Room – Single Occupancy: £142 per night
- Double Room – Double Occupancy: £154 per night
Buffet breakfast & WIFI included
NB: All rates quoted do not include VAT, which will be charged at the prevailing rate for delegate registration and accommodation.