1. “Working Together” March 2010 Working Together Engaging With Stakeholders Adam Johnson Chairman, Club Las Calas

2. “Working Together” March 2010 Content of the Presentation 1.Key Stakeholders; 2.Circle of Delivery; 3.Relationships; 4.Overall Responsibilities; 5.Identifying Areas of Responsibility; 6.Allocating Specific Responsibilities; 7.Methods of Engagement; 8.Making it Work; 9.Summary.

3. “Working Together” March 2010 Key Stakeholders Owners/Members; Other Guests; Committee/Board; Resort Manager (& staff); Management Company; Exchange Companies; Travel Companies. Suppliers.

4. “Working Together” March 2010 Circle of Delivery Members Committee Management Company Resort Manager Elect & hold responsible Oversees the work of Employs & Directs Manages the work of staff To provide service to

5. “Working Together” March 2010 Relationships Members (& other guests): Using Club, Resort & related services Committee: Exercising stewardship over Club & Resort Management Company: Managing the Club overall Resort Manager: Managing the Resort Direction Report Jointly developing & implementing Strategy Advice Oversight Accountable Access Inform Manage Report

6. “Working Together” March 2010 Overall Responsibilities Responsibility forHeld ByRemarks Setting PolicyCommitteeWith advice from Management Company (& Resort Manager) Developing & overseeing implementation of Strategy CommitteeIn close cooperation with Management Company (& Resort Manager) Ultimate responsibility for good management Committee Overall management of the Club & supervising management of the Resort Management Company Includes Performance Management (to the standards in the SLA) Managing the ResortResort ManagerUnder the control of the Management Company Paying the billMembers

7. “Working Together” March 2010 Areas of Responsibility Boundary of Management Company Area of Interest Boundary of Committee Area of Interest Overall Management of the Club Management of the Resort Area of mutual interest, outside the management of the Club (e.g. Timeshare Industry) Boundary of Resort Manager’s Area of Interest

8. “Working Together” March 2010 Specific Responsibilities Policy & Strategy Performance Management of the Club Management of the Resort Committee Responsibilities [shown in Blue] Management Company Responsibilities [shown in Red] Resort Manager Responsibilities [shown in Purple] Setting Targets Monitoring Performance Monitoring Standards Setting Policy Appointment of key managers Managing Performance Reporting Stewardship Contact with Owners & guests Financial Planning & Budgeting Managing Bookings & Accommodation Managing Resort Staff & other Resources Managing finances On-site Resales Managing Rentals & Resales

9. “Working Together” March 2010 Methods of Engagement (1) Chairman & Committee Management Company Resort Manager Members of Club

10. “Working Together” March 2010 Methods of Engagement (2) Chairman & Committee Management Company Resort Manager Members of Club

11. “Working Together” March 2010 Methods of Engagement (3) Chairman & Committee Management Company Resort Manager Members of Club

12. “Working Together” March 2010 Making It Work Identify need Committee (e.g. “Wish List”) Management (e.g. Business challenge) Market forces (e.g. Client expectations) Prepare proposal & outline cost Research (With input from all key stakeholders) Discuss & approve Plan & cost In detail Implement Formal input from all stakeholders (final opportunity) Input from key stakeholders to address issues only As per plan (staying within scope & tolerance) Monitor progress Against plan (using periodic reports) Establish milestones and reporting intervals If out of tolerance, formally re-assess proposal Formal review on completion Set tolerance for performance, time & cost Agree indicative budget

13. “Working Together” March 2010 Summary Identify your stakeholders; Allocate responsibilities sensibly; Choose a sensible model for stakeholder engagement; Establish sound processes for making it work; Don’t forget your other Guests (Exchanges & Rentals)... …They are potential future Owners!