Poll on Jim Lewis

[gobofraggle]

Also, has Mr. Lewis informed you yet of the intended subsidy for non-extenders? Shouldn't such a subsidy have been disclosed at the onset of the extension procedure?

Buh? What's this subsidy? Do tell...

 

[Chuck S]

It could have been simple if they didn't attempt to implement it as a marketing scheme to sell the extension. Also, has Mr. Lewis informed you yet of the intended subsidy for non-extenders? Shouldn't such a subsidy have been disclosed at the onset of the extension procedure?

I don't know what, exactly, you expect them to disclose. They can't give a specific amount until the time rolls around and they can calculate how much is going into the reserve funds at that time.

Buh? What's this subsidy? Do tell...

As you know, a portion of our dues is allocated to a reserve fund to pay for future planned rehabs of the DVC resorts we own. Without a subsidy, those contracts that end in 2042 at OKW, would in essence be paying for renovations even after they no longer own the resort. DVC has stated they will calculate/estimate how much will be used for rehabs after 2042, and those contracts that expire in 2042 will have that amount credited/refunded.

 

[gobofraggle]

Buh? What's this subsidy? Do tell...

EDIT: I think I found a post on the subject, searching. It seems it's to ensure non-extenders do not contribute to reserves for maintenance after their ownership expires? Seems sensible, at first glance.

We didn't extend - maybe why I find that sensible - but broken promises re. notary fees for people in other countries (where notaries charge a *lot*) have been mildly upsetting. It's the breaking of the promises more than the monetary amounts.

 

[grizbuzz]

I think he is moving in the right direction to make DVC more attractive to those on the West Coast with the announcement of VGC and Hawaii.

Now the real challenge will be how to grow in this economy -- maintaining resale prices and quality.

I think that the DVC customer is for the most part not the typical timeshare customer (or let me speak for myself and say that I am not) and that we do expect more in terms of quality and flexibility.

 

[edk35]

I think that if God himself showed up to run DVC folks on this board would have issues with him!

ROFLMAOOOOOOOOOOOOOOOOOOOOO

 

[littlestar]

I voted overall that he's doing a good job. He got us the annual pass discount - woo hoo. DVC has really exploded in growth since we joined and it's had some growing pains.

I think Orlando resorts in general have trouble with finding enough quality labor (housekeeping). Plus, high occupancy has to be rough on the units. I do hope that DVC doesn't forget the existing DVC resorts and continues to keep them fresh. Probably not an easy task with the high occupancy.

 

[disneynutz]

I voted overall that he's doing a good job. He got us the annual pass discount - woo hoo. DVC has really exploded in growth since we joined and it's had some growing pains.

I think Orlando resorts in general have trouble with finding enough quality labor (housekeeping). Plus, high occupancy has to be rough on the units. I do hope that DVC doesn't forget the existing DVC resorts and continues to keep them fresh. Probably not an easy task with the high occupancy.

The membership has exploded but it's Mr. Lewis's job to serve the members. If he can't due to growth, then he should stop selling memberships until he can keep up.

If he can't find good help now, do you think building more resorts is going to help the shortage or make it worse?

 

[disney54us]

The membership has exploded but it's Mr. Lewis's job to serve the members. If he can't due to growth, then he should stop selling memberships until he can keep up.

If he can't find good help now, do you think building more resorts is going to help the shortage or make it worse?

Very good point. Someone else had mentioned micro managing, sooner or later that is the down fall of most. Sooner might work

Growth, etc. why do people make excuses for someone when they are paying top dollar. I would suggest JL and his staff take a trip to the Montage Resort & Spa in Laguna Beach, CA. Had the opportunity to go there a few years back.
Talk about 1st class, the way all their CM's are trained. Which by the way they are re-trained every six months. There, they want the CM's to be able to answer questions from guests even if it's 'not there department' and you will never have one CM, even a entry level CM say 'I don't know' they will take you to someone who does know.
We bought resorts that were presented as a 1st class resort. I don't think it's whining when you don't get what you pay for.
If I go to a mid level restaurant I expect to get a mid level meal, if I go to a 5 star restaurant I then expect to get what I am paying for and a 5 star meal. No excuses, poor management? yes, but no excuses.

 

[Chuck S]

.... Mr. Lewis's job to serve the members....

I'm really not entirely sure that 'serving members' is his job description. He works for Disney as the corporate president for DVC. His primary responsibility is likely growth and sales of the DVC division.

I really would like to see a written description of what Disney considers to be his job description and responsibilities, it would be interesting. While member satisfactin would have to be part of it, I doubt it is the primary focus.

 

[DVC92]

I don't know what, exactly, you expect them to disclose. They can't give a specific amount until the time rolls around and they can calculate how much is going into the reserve funds at that time.


As you know, a portion of our dues is allocated to a reserve fund to pay for future planned rehabs of the DVC resorts we own. Without a subsidy, those contracts that end in 2042 at OKW, would in essence be paying for renovations even after they no longer own the resort. DVC has stated they will calculate/estimate how much will be used for rehabs after 2042, and those contracts that expire in 2042 will have that amount credited/refunded.

I expect them to disclose the fact that there will be a subsidy. Of course, they are unable to disclose the exact amount since it will not begin until some future date and will thereafter increase yearly until 2042. Further, DVC has not stated anything publicly.

 

[littlestar]

I don't only stay at DVC while in Orlando, I stay at Marriott Vacation Club, Sheraton, etc., and from what I hear, finding labor in Orlando is not that easy.

I've seen some horrendous treatment of Disney Cast Members by DVC Members. Actual screaming at the front desk because they didn't "get the room they wanted" and they paid all this money upfront to be a DVC member. I kind of wonder if cast members are afraid to work at a DVC resort. You probably have to have nerves of steel and go home crying some nights. I won't wear my DVC logo anymore when at Disney. I don't like to see the fear in the Cast Members eyes!

I think Jim Lewis went to Purdue. Go Boilermakers. I wish him the best. I'm overall still very satisfied with DVC.

 

[jimmytammy]

I voted good. The AP discount has been a big plus since he took over. But bear in mind, he isnt in this alone. Eisner didnt run the show by himself, nor does Lewis in his little corner of Disney.

 

[disneynutz]

I'm really not entirely sure that 'serving members' is his job description. He works for Disney as the corporate president for DVC. His primary responsibility is likely growth and sales of the DVC division.

I really would like to see a written description of what Disney considers to be his job description and responsibilities, it would be interesting. While member satisfactin would have to be part of it, I doubt it is the primary focus.

Based upon his actions you are correct and that's the problem. The feeling that I get is that there is a lot more time and money spent getting new members than taking care of the existing. When you become a new member, they got ya and Disney knows that. If I decide to sell, I am replaced with a new body. Disney doesn't care who. I bet if the Disney Guides toured prospective buyers through the existing resort rooms instead of the perfect sales center, they would get a few less buyers.

 

[disneynutz]

I don't only stay at DVC while in Orlando, I stay at Marriott Vacation Club, Sheraton, etc., and from what I hear, finding labor in Orlando is not that easy.

I've seen some horrendous treatment of Disney Cast Members by DVC Members. Actual screaming at the front desk because they didn't "get the room they wanted" and they paid all this money upfront to be a DVC member. I kind of wonder if cast members are afraid to work at a DVC resort. You probably have to have nerves of steel and go home crying some nights. I won't wear my DVC logo anymore when at Disney. I don't like to see the fear in the Cast Members eyes!

I think Jim Lewis went to Purdue. Go Boilermakers. I wish him the best. I'm overall still very satisfied with DVC.

So because finding workers in Orlando is difficult, we shouldn't expect good help or clean rooms?

I am sure that there are some Members that are idiots. DVC isn't unique, you will find them everywhere. Proper training teaches Cast Members how to deal with them. No one should go home crying because of their job. Maybe they should be in a different type of profession.

 

[DVCPAT]

Finally, I think Jim Lewis needs to start using a "management by walking around method." It don't take a lot of spot checks before the workers know that it has to be right. It doesn't even have to be bad. Some workers would get pats on the back, and unfortunately others would get warnings. It would also give him a chance to see what is really going on. Plus, coming from Pepsi, it seems that Jim Lewis is more interested in marketing than operations. Marketing is more fun and gets more accolades from the brass.

I agree…..you can’t delegate reality. He has to get good information to make good decisions. It will also get him respect with the front line workers. DVC will never be able to compete off-site until they tackle these issues.

 

[gobofraggle]

...I've seen some horrendous treatment of Disney Cast Members by DVC Members. Actual screaming at the front desk because they didn't "get the room they wanted" and they paid all this money upfront to be a DVC member. I kind of wonder if cast members are afraid to work at a DVC resort. You probably have to have nerves of steel and go home crying some nights. I won't wear my DVC logo anymore when at Disney. I don't like to see the fear in the Cast Members eyes! ....

So because finding workers in Orlando is difficult, we shouldn't expect good help or clean rooms?

I am sure that there are some Members that are idiots. DVC isn't unique, you will find them everywhere. Proper training teaches Cast Members how to deal with them. No one should go home crying because of their job. Maybe they should be in a different type of profession.

I find it very easy to imagine that the sense of ownership which DVC brings - and the sense of entitlement some DVC members demonstrate, to a greater or lesser extent - could make some of them much harder to deal with than the average hotel guest, when you come across one of the 'idiots'.

Saying that a Cast Member should be in a different type of profession if they're made to cry by a DVC member's treatment... you let yourself down there. You give the impression that you're one of the entitled shouters and this is how you justify it to yourself. I'm not saying that you are - you probably aren't - but you give that impression.

 

[littlestar]

So because finding workers in Orlando is difficult, we shouldn't expect good help or clean rooms?

I am sure that there are some Members that are idiots. DVC isn't unique, you will find them everywhere. Proper training teaches Cast Members how to deal with them. No one should go home crying because of their job. Maybe they should be in a different type of profession.

My rooms on the whole, have been reasonably clean and in good working order. The sense of entitlement that some members have can't make it easy to turn the rooms over, either. Some people don't even feel they have to check out at 11:00 because "they paid all that money upfront" and they own it.

I've seen amazing stuff at check-in. I actually witnessed a DVC member telling a front desk cast member that they wanted the person "out of their room" (this was a particular room number they always stayed in). The Cast Member said, we can't make someone in that particular room move so you can have it. Amazing.

I'm just saying that we sometimes need to look at it from the other side.

 

[pycees312]

I'm really not entirely sure that 'serving members' is his job description. He works for Disney as the corporate president for DVC. His primary responsibility is likely growth and sales of the DVC division.

I really would like to see a written description of what Disney considers to be his job description and responsibilities, it would be interesting. While member satisfactin would have to be part of it, I doubt it is the primary focus.

Thank you....Anyone who works in Corp should be able to understand this...

 

[ADP]

Jim Lewis is the president of DVC. Our perception of the title President means he runs the company; in this case DVC.

Unless somebody changes our perception of this, Jim Lewis runs sales, growth, and member satisfaction as part of the DVC organization. He is ultimately responsible for our satisfaction since he is at the top of the DVC organization.

Can he do it all by himself; of course not, but someone has to be responsible and accountable. This kind of responsibility and accountability comes with the big bucks he's making.

By the way, I'm a satisfied member.

 

[DVC92]

Looking back at old Vacation Magic/Disney FILES, Jim Lewis has only been President of DVC for 2 years. In the Fall of 2006 issue, his title was Senior Vice-President/General Manager of DVC. It changed to simply President of DVC in the Winter issue. What exactly are his responsibilities now as opposed to his prior DVC title? This might explain members' shifting perceptions of him. His true job-related goals might be the sales and expansion of DVC. Is he still engaged in the day-to-day operations, or is he merely the face of DVC? As DVC grows, I don't see how one person can effectively oversee expansion, sales, and operations.

Expanding managerial responsibilities as DVC grows impacts the quality of the product we receive. Jim Lewis's expansion of responsibilities appears systemic. In the case of OKW, at one time there was a general manager on site solely for OKW who was better able to oversee its maintenance and daily operations. I believe currently, there is a single GM for both SSR and OKW, who is located at SSR. I am no longer able to address and resolve concerns at the desk with on-site management during visits. Once home, you need to write a letter about problems, and thereafter you receive your token call from the member satisfaction team to sympathize and possibly placate with monetary credits or point restoration (Where are the money and points coming from?). The true underlying cause of what generated the complaint isn't actually resolved at this point in the hopes of it not reoccuring to me or any other member in the future.

DVC management and operations needs to get back to basics, whether it be under Jim Lewis or someone else. They need to take care of the current members. Personally, I just want the job done!!!