Owner Communication: What We Do

The primary goal of the Owner Communication department is to help owners maximize their ownership in the digital world.

We help increase ownership use with digital communications
We provide education on ownership, BGV properties, and Summit County to help owners best utilize their ownership and vacation experiences
Create emotional ties to Breckenridge and BGV Resorts with social media
Develop online functionality and self-service tools that increase owner and product satisfaction
Create an online forum for owners to share memories, tips, and conversations with other owners

A large part of this department’s role is to consistently evaluate the user experience our owners, guests, and internal customers are having with our digital products and looking for ways to evolve with the limited resources available.

Examples:

Adding “Add to Calendar” functionality to better help owners remember their booking days
Creating an online Bonus Time booking calendar
Adding the “unlock” button for internal staff in Umbraco
Future items like online Club Points and Partial stays booking calendar

Previous Next

1 2 3 4 5 6

Who We Are

Brittany De Graaf

Owner Experience and Digital Platforms Manager

Has lived in Breckenridge for 13 years. Moved from Los Angeles, from Kansas originally, for one winter and never left
Has worked with BGV for 13 years and started as an Owner Support Agent
Her husband Nate, is a PT in town; they have a 6-year-old daughter, Makenna and a 3-year-old daughter, Hailey
Her favorite place to travel is New Zealand, and traveling is her favorite hobby 🙂
She loves mountain biking in the summer and sledding with Makenna in the winter

Mallory Monachino

Owner Communication Specialist

Lived a beautifully nomadic existence until she moved to Breckenridge in 2018. She got a taste for mountain life while working in Kirkwood, CA, where she also discovered the joys of skiing.
Has worked with BGV for 6 years and started as an RQS at GC8 and spent the last 5 years as an Owner Support Agent
Her beau, Cody, owns and operates his own plumbing company in Breckenridge, specializing in boilers; they share two fur babies, Bruce (aka Master Wayne) and Chloe (aka lil Nugget; aka lil NugNug; aka Chicken Nugget)
Her favorite place to travel is Italy, where she was born, and if she doesn’t get to do a little crocheting each day, she gets cranky. . .
She loves dispersed camping in the summer and snowshoe expeditions in the winter

What We Manage & Programs We Use

What We Manage

Owner Blog
Grand Central
Pre-Reg System
Owner Relations Blog
Assist on Resort Websites
Resort Activity Calendars
Emails
- Non-Tour Email Confirmations
- Grand Central emails (Day Use, Bonus Time, etc.)
- New Owner Emails
- Booking Reminders
- BIGVARS Communications
- Other one-off owner emails
Owner Newsletter
Social Media
- GC8, GL7, GTL, GP Facebook
- GC8, GL7, GTL, GP Instagram
- GC8, GL7, GTL, GP Twitter
Bonus Week Website
DocuSign (rental contracts)

Programs We Use

WordPress: Websites
Gravity Forms
Later: Social Media Posting
Bee Pro: Email Creation
SalesForce Marketing Cloud: Email Creation/CRM
Grammarly: Copy Editing
Adobe Dreamweaver: Email Creation
Adobe Photoshop: Photo Editing
Grand Central/Umbraco
Google Analytics
Eventable: Calendar Reminders
DocuSign
Robohead: Project Requests
Trello: Task lists
Other: various other programs for small tasks or needs

Who We Work With

We work with almost every department within BGV, helping assist with their needs for communication with owners.

Owner Relations
Marketing
BGVARM
Accounting
Resort Ops
IT Ops
Dev

BGV Corporate
Concierge
Spas
Food and Beverage
BGV Gives
BGV Sustainability

How We Can Help You!

We are here to assist you with any issues you may be having. From email issues to Grand Central questions, please always feel free to shoot us an email, IM or call!

Email: *Owner Communication or ownercommunication@breckgv.com

Teams: @OwnerCom

Call: Call us via Teams

*For any technical issues related to Grand Central, emails, texts, or any other digital communication platform, please always reach out to us via email using the template below. Tickets that go to IT for these issues end up back in our hands and take longer to get resolved.

Owner name and/or Owner number
Who observed the issue (you or the owner)
Date and time it occurred
What action was being taken (booking and Owner week, viewing My Reservations, making a payment, etc.)
Screenshot (if you are able to capture one)
Any error message shown

Report an Issue

Ask Us!

The owner didn’t receive a confirmation email
The Pre-Reg link isn’t working correctly
Missing Resource on Grand Central
Contract missing from Grand Central
An owner got a text message but aren’t on vacation
An owner would like to unsubscribe from our emails

Try to Solve It!

Unlock an Owner account in GC
Reset a Username in GC
Add usage in TSW for online Owner Week reservation booking
Double Check Premier Status for “off” BT rates

FAQs

Why can you fix things OR can’t?

We have access to multiple backend points that no one else does. These access points can break entire systems if mistakes are made, so access is limited.

When should I put a ticket in with IT?

If your issue is dealing with a TSW break or an issue with your Windows Credentials, put in a ticket with IT. If your issue is related to Grand Central, emails, texts, or any other digital communication issue, please always reach out to us. Tickets that go to IT for these issues end up back in our hands and take longer to get resolved.

I want to learn more about Grand Central, how can I?

We are ALWAYS available to answer any questions you may have about Grand Central. There are a few other resources available as well:

The BLOG
A one-on-one training. A Grand Central specific training is in the final stages of development, and all new employees will receive it. It is also available to all current employees who would like it.

Will owners ever be able to book Owner Weeks online themselves?

Maybe. Once the E-18 upgrade is complete, we will add this back to Grand Central goals. If the upgraded TSW can support this system, then we will work to complete this self-service feature.

How often do you post on social media?

Our current posting schedule:

Facebook: Monday, Wednesday, Friday

Instagram: Monday, Tuesday, Thursday, Saturday

What other self-service features are we working on?

There are a few features we would like to add, but we are unsure of timelines and if some are 100% possible:

Online Club Points bookings
Online Partial Stay bookings
Online deposit requests
Online Wallet for Credit Card payments

I have an idea for a communication piece, new feature or something else. What can I do?

Let’s schedule a call! We love new and exciting ideas for improvements or features and are always ready to hear them. Have an idea for a blog we should write? Awesome! Think we are missing an important email. Let us know! Is there a feature you think would really benefit owners on Grand Central? Lets chat!

You guys seems busy, how should we get ahold of you?

We are busy, but we are never too busy to help…it may just take us a second to see the chat.

For an URGENT matter: Chat or Call via teams
For an important but not urgent matter: Chat or Email
For an issue that can be resolved later: Email

Owner Communication Admin URLs

External Resort Websites

Internal Resort Websites

Programs

Development Sites

My Reservation: http://dev-myres-south.grandtimber.com/ and http://dev-myres-north.grandtimber.com/ (use North)
Umbraco: https://dev-gc.grandtimber.com/umbraco/