Staying Power

As originally published in CURATED Magazine.

Ask any Member what makes Exclusive Resorts truly unique, and most will say its people. Whether relaying an Ambassador relationship, an indelible service moment, or a conversation at a Club event, Members continually emphasize how meaningful connections define The Club lifestyle. And while a robust real estate portfolio and unique experiences remain significant entices for Members, relationships are the heartbeat of The Club. “The service team that Members work with, from their Ambassador to the destination Concierge, is an experience you won’t get any place else,” says Sara Whitford, Senior Vice President, Portfolio & Partnerships and General Counsel.

CEO James Henderson says, “There is a level of emotional connection established that is extraordinary — among Members and our team, and within our organization. What I most enjoy about what I do is developing talent and seeing people flourish. Over the past three years, I have witnessed our team do things they didn’t think they were capable of. If I can foster an environment that allows people to do that, the rest takes care of itself.”

Photo Above: Philippe Bourguignon, Exclusive Resorts Board Member, with James Henderson, The Club’s CEO

As it marks its 20th anniversary, Exclusive Resorts has experienced its most successful chapter to date. In 2022 The Club welcomed just under 200 new families from 33 US states and five Canadian provinces, and the Experience Collection drew record-breaking attendance — The Club completed more than 22 departures across seven different Once-in-a-Lifetime Journeys last year. “Some might say we’re the best kept secret in luxury travel,” Henderson adds. “I like to think we’re the smartest way to travel well.” In celebration of its 20th anniversary, Exclusive Resorts’ new and tenured employees reflect on culture, community, and the unforgettable connections fostered along the way.

WHAT MAKES THE CLUB'S EXPERIENCE COLLECTION UNIQUE?

"There are three ingredients in Once-in-a-Lifetime Journeys: Our team scouts every element of every trip; the buying power and connections of The Club pull off the impossible; and the Members coming together is unlike anything else.”
— Gina Bach, Senior Vice President, Experience Collection, 19-year tenure

WHAT CLUB MOMENT WILL YOU NEVER FORGET AND WHAT CAREER MILESTONE ARE YOU MOST PROUD OF?

“When we launched a kids camp in 2016. We curated a nine-day sailing trip for 8-16-year-olds in the Caribbean. We were “stuck” on a boat and it was really incredible, rewarding, and super challenging. We did night and day dives from the catamaran. The camaraderie was unforgettable. And for my milestone, we’ve infused a lot of talent into the company. We hired 86 individuals in 2021 and 75 in 2022. I’m really proud of that, and it’s been a collaborative effort.”
— Chris Cornelius, Vice President, Human Resources, 12-year tenure

WHAT HAVE YOU MOST ENJOYED DURING YOUR TENURED CAREER WITH THE CLUB?

“It’s so much more than just a job. The relationships that come to life with our Members is The Club’s special sauce — and there’s such power behind that. We provide something much more than a beautiful villa or hotel. We have people who care so much to make Members’ stories come to life.”
— Sarah O’Neil, Vice President, Member Engagement, 16-year tenure

WHAT IS KEY TO THE CLUB'S LONGEVITY?

“It’s not just the people we work with every single day, but it’s our Members, a special group of people. And I think they feel the same way about us. One of my favorite Club moments involves a Member. She had cancer and during her final year, her family wanted to do a trip for her. We secured a couple of houses in Hawaii so she could bring her large family to celebrate her life. We had this beautiful blessing down by the water and she was in awe.”
— Alma Diaz-Smith, Senior Director of Member Services, Operations, and Retention, 19-year tenure

"It's magical when you bring your family to Club destinations and have these little moments you'll remember forever."
— Erin Arnason, Senior Regional Manager of Member Services, 15-year tenure

"The momentum built up over the last three years is to become the best of the best. I love that Members are seeing that pride, discipline, and commitment among the team."
— Sarah O’Neil, Vice President, Member Engagement, 16-year tenure

WHAT HAS CHANGED OVER THE PAST 20 YEARS?

“What we didn’t realize 20 years ago, and what we have now, is a byproduct of our membership. Our incredible Member community is why we’re sustained. It is a like-minded community centered around values in life. And that value is the same if I’m talking to a member in New York or Iowa: Time away with family and investing in the intangibles of life.”
— Rachel Regan, Senior Vice President of Global Sales, 16-year tenure

HOW WOULD YOU DEFINE TALENT?

"People are at the heart of everything we do at Exclusive Resorts. We have a relentless focus on our team, hiring the best and brightest. Talent is not just related to what you do well naturally; it’s about heart. Exclusive Resorts has the most talented employee base I’ve ever worked with.”
— Amy Yoder, SVP of Human Resources and Talent Development, 8-year tenure

WHY JOIN EXCLUSIVE RESORTS?

“The service team that Members work with, from their Ambassador to the destination Concierge, is an experience you won’t get anyplace else. You can trust The Club to find the best residences in the finest destinations. Plus, it’s all at a price far less than you’d pay on the open market.”
— Sara Whitford, SVP, Portfolio & Partnerships and General Counsel, 14-year tenure

FINAL THOUGHTS?

"We make such a difference in terms of quality of life and how people vacation. Our Member retention rate is 98-99%!"
- Todd Harris, SVP of Hospitality, 18-year tenure

"I have a hard time believing in a product I'm working for more than I do here at The Club."
- Peter Dawson, Vice President, Membership Revenue & Inventory Optimization, 18-year tenure