virna2015aprjun

playground sprawling across 3,800 acres (1,538

hectares). The charmingly preserved Victorian town,

just 67 miles (108 kilometers) from Denver, is a popular

home base for a wealth of recreational activities in sur-

rounding Summit County, including golf, fishing, hik-

ing, mountain biking, and river rafting.

“We build one hell of a product,” Millisor says.

Units ranging from suites to four-bedroom pent-

houses are outfitted with top-of-the-line appliances,

granite countertops, jetted bathtubs, and high-thread-

count sheets. Resort amenities are designed to pam-

per and entertain every member of the family — from

spas and indoor/outdoor hot tubs to private movie

theaters and a fully equipped Family Fun Center. “Our

per-unit product costs are three to four times the

industry average,” Millisor says. “More of the con-

sumer’s dollars are going for the product and less for

the sales and marketing. We create tremendous value

for our owners.”

Always Grand Vacations

An important part of that value is intangible: Breckenridge Grand

Vacations’ promise of Always Grand Vacations. The company backs up

what could easily become a platitude with daily dedication to customer

service and continuous improvement.

“We say that we treat our owners like members of our family, but

the reality is we live it every day,” Millisor says. For example, employ-

ees are empowered to resolve problems on the spot, using their best

judgment.

Company policy is to close the loop on every problem or complaint,

first following up with a personal phone call, then devising ways to pre-

vent the same situation from happening again. Breckenridge Grand

Vacations has even gone the extra mile to create an in-house depart-

ment to facilitate owners’ vacation exchanges through Interval

International.

Not surprisingly, satisfaction ratings are “off the charts compared to

the industry average,” according to Millisor, based on the results of Net

Promoter surveys. More than 55 percent of new business comes from

owners purchasing additional time.

A Holistic Approach

While the customer is king, Breckenridge Grand Vacations executives

know that long-term success depends on four key stakeholders:

investors, employees, owners, and the community. As caretakers of the

company’s profitability, Millisor and his partners make employee satis-

faction a priority, as well. With more than 450 employees, maintaining

the family feeling of a small company can be a challenge, but the man-

agement and support staff has been structured in a way that fosters

communication and mobility within the company.

“We know that if we have happy employees, it’ll make happy own-

ers, so we work very hard to make sure we’re the employer of choice in

Summit County,” Millisor reports. Breckenridge Grand Vacations

GRAND COLORADO ON PEAK 8