LEDGER - The Landmark Resort
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LEDGER
LANDMARK RESORT
Volume 341 January 2021
How do we rate?
What does the general public consider when they are unfamiliar with a hotel / resort. 4.2 out of 5
An easy way to determine whether or not a property has the features you're looking for
is by checking its website and the ratings and reviews available online. These ratings TripAdvisor
can tell you a lot about the quality and amenities of the hotel / resort.
Based on the
Official vs. Unofficial Star Ratings
opinion of
The first thing to understand about star ratings is that there are official and unofficial 1890 people
star ratings. Any hotel can say that it is a five-star hotel or a three-star hotel. But unless
you are sure that the star rating is official, take it with a grain of salt. The original star-
rating system was started by Forbes Travel Guide in the 1950s. Since then, several dif-
ferent evaluating bodies have assigned stars, so it's important to check who the evalua-
tor is and what its system entails. For instance, in the U.S., Forbes is still one of the
leading star-assigning bodies, as is AAA. 4.5 out of 5
AAA's Diamond Rating System comprises two distinct components. The Approval
Requirements are uncompromising, mandatory standards, while Diamond designation Google
is based on specific criteria measured during an on-site visit. The extensiveness of Based on 858 reviews.
services, amenities, and décor provided, as well as standards for cleanliness, comfort
and hospitality are measured. The Landmark has consistently been awarded Three
Diamonds by AAA.
Online Ratings and Reviews
There are a variety of on-line sites that provide crowd-sourced ratings and reviews.
TripAdvisor, Google, Facebook and Trivago are among the most popular sites.
Tripadvisor, the “world’s largest travel site,” accounts for 25% of all hotel reviews from
the top 10 sites. It offers online reservations and bookings for transportation, lodging,
4.7 out of 5
travel experiences, and restaurants. TripAdvisor has a bubble rating system from
one - five, and every guest that submits a review can rate a property accordingly. Facebook
These bubble ratings directly influence quality scores. As you might expect, more
Based on the
positive reviews mean an improvement in overall ranking. As of mid-December we are
opinion of
rated 4.2 out of 5 on TripAdvisor, based on 1,880 reviews. A more detailed look at the
173 people
activity for TripAdvisor can be found in a summary on page 3.
continued on page 2
Volume 341 LEDGER January 2021
How do we rate? continued from page 1
Google and Facebook
It’s no surprise that Google and Facebook are also at the top of the list. Google has a
massive audience - with many people using Google search daily - which increases the
chance for them to view our resort and our Google business listing (which can help 4.4 out of 5
generate leads and direct prospects to our website). Our Google rating for the resort is Same rating as Travelocity and Orbitz -
both owned by Expedia. 205 reviews.
4.5 out of 5 stars, based on 853 reviews. Our Facebook rating is 4.7 ouf of 5 stars,
based on 173 reviews.
Others
Again, the list of online travel companies is substantial. And they all have different
rating systems. Based on 205 reviews, our Expedia / Orbitz / Travelocity rating is 4.4 / 5
(“Excellent”). On Hotels.com our rating is 9.0 / 10 (“Superb”), based on 143 reviews.
On Yelp, we are rated 3 / 5, based on 55 reviews.
Others that we don’t regularly track:
n Hotwire n Booking.com n TripIt
n Wikitravel n Angie’s List n Wander
n oyster.com
RCI and II
Many Landmark Resort owners participate in the Resorts Condominiums International
(RCI) and/or the Interval International (II) exchange programs. Both RCI and II have
recognition programs based on guest input on post-visit comment cards. We have
recently learned that the Landmark has regained the RCI Silver Crown recognition for
2021, and was very close to earning the highest RCI recognition - the Gold Crown. The
resort is an II “Select Resort.”
We monitor a variety of ratings and reviews to assess guest satisfaction with the
Landmark Resort. This information tells us what we are doing well, and identifies areas
in need of improvement.We strive for continuous improvement in our service and
quality, and look to have that reflected in the reviews and ratings provided by our
guests.
Jill K. Anderson
Chair, Ratings and Awards Committee
Secretary, Rental Management Company
-2-
Volume 341 LEDGER January 2021
Importance of Reviews TripAdvisor Review
I’m pretty certain most people read reviews before making a smart decision. In the Breakdown by Rating
hospitality industry, guest reviews are so important that it’s a matter of life or death. A
positive review can make you and a negative …well you get the picture. ......... 57%
.............. 20%
So what can resort/hotel operators do to get positive feedback and create a great
.................... 11%
online presence? We start by asking happy customers to post a review, using tools
from TripAdvisor (Reputation Pro) and messages in the Check-in brochure and on our ......................... 7%
in-house TV channel. Once our guests have posted a review, we look to respond in a .............................. 5%
timely manner. Jeff Larson, Director of Marketing & Sales, responds to the majority of
the posted reviews, thanking the guests for their comments and offering additional
information when necessary. Sandy Hoffman, Front Desk Manager, responds to
reviews on Hotel.com. And Tristan Guger, Food & Beverage Manager, will respond to Google Review
some of the reviews aimed at the restaurant. Breakdown by Rating
Why is responding to guest reviews important? According to a research by TripAdvisor:
n 87% of travelers agree that a good response from the hotel management to a bad ......... 64%
review improves their impression of the hotel. ............... 28%
n 77% of travelers said that regular responses (to online reviews) from management
.................... 5%
would make them believe that the hotel/resort cares more about their guests. ......................... 1%
............................... 2%
n 62% of those who were surveyed said that they are more likely to book a hotel that
responds to review compared to a relatively similar hotel that does not respond to
reviews.
With online reviews playing a bigger role in the decision-making process when
travelers scout for lodging, it is extremely important to manage our online reputation
better by responding to reviews. 9 out of 10
Based on 2 reviews. Yes, two.
-3-
Volume 341 LEDGER January 2021
Wednesday Night
Special
The Carrington Pub & Grill started their
Wednesday night Japanese cuisine -
Hokkaido Sunset special - this past
week. Featured on the menu:
Dragon Roll ..... $12
Tempura Shrimp, Avocado, Fresh
Cucumber, Sushi Rice and Nori,
Sambal Mayonnaise
Shoyu Ramen Bowl ...... $19
Slow-braised Pork Shoulder, Smoked
Pork Belly, Roasted Shiitake
Mushrooms, Fresh Napa Cabbage,
Bamboo Shoots, Sweet Corn and Green
Onions
The Carrington’s regular hours are
4 - 9pm Wednesday - Saturday nights.
The Japanese cuisine is offered on
Wednesday nights. Hope you can stop in
and give it a try. Shoyu Ramen Bowl
Thursday Night
Special
The Thursday Night Special is Buy One,
Get One (BOGO). Buy one entree at the
regular price, and get the second entree
free. This is offered as a dine-in only.
Drinks and tip are not included. Started
December 3rd.
All-American Burger Shrimp Florentine
-4-
Volume 341 LEDGER January 2021
TripAdvisor - A Review of 2020 Metrics
TripAdvisor is the #1 website for posting reviews. The resort has a business listing, and promotes stays on the TripAdvisor website.
REPUTATION INSIGHTS Reviews Average Rating Mgmt Response Rate
194 4.2 97%
Your reviews are a reflection
of your recent performance 52.67% vs Competitor Average 63% vs Competitor Average Competitor Average: 33%
MARKET POSITION Ranking Unique Visits
4 of 6 22,326
How often are travelers
viewing your TripAdvisor listing? Egg Harbor 5115% vs Competitor Average
CLICK ACTIVITY Direct Referral Clicks Special Offer Clicks Phone Calls
4,038 231 101
How often are travelers clicking
on these exclusive features? 5
564% vs Competitor Average 5
541% vs Competitor Average 5
538% vs Competitor Average
PHOTOS & AMENITIES Photo Engagement Rate Average Photo Views Photo Uploads
19% 1.5 278
How engaging is your listing
on TripAdvisor? 5 Competitor Average: 21% 550 vs Competitor Average 5
5188% vs Competitor Average
DEMAND TRENDS Visitor Sources Booking Lead Time Length of Stay
61 days 2.6 days
Learn more about travelers
viewing your listing
5 5.3 days vs Competitor Average 50.0 days vs Competitor Average
-5-
Volume 341 LEDGER January 2021
Sandy Hoffmann
FOR SALE
Sandy Hoffman is the Front Desk A one-bedroom condo suite.
Manager at the resort. She has been with
This lovely one-of-a-kind gem is
the Landmark for 15 years - with her
located on the ground level
work anniversary this month. She is
of the Flagship building.
responsible for the Front Desk staff, and
With a secluded and private wood
the smooth operation of the reservation
view only steps away from the
system, as well as checking guests in
F5 exit door.
and out.
This unit is beautifully designed with a
Sandy enjoys meeting people, and serene nautical theme.
delights in seeing the satisfied guests that If interested in a tour or have
she and her staff come in contact with questions, please contact Natalia
daily. There are always plenty of at 612-479-3234 or email at:
challenges with discovering what a guest chefnatalia777@gmail.com
may need and being able to help make
their stay a more positive experience.
Turning a dissatisfied guest into a
long-term, repeat customer is what she
believes to be among her greatest accomplishments. And part of the mission for her
and her staff.
RECENT REVIEW
Sandy lives in Sturgeon Bay with her husband Tom. She is an 8-year cancer survivor. We booked a stay over the winter
Tom and Sandy have a cabin in Michigan’s Upper Peninsula, and enjoy visiting there for a little getaway during the
for snowmobiling, snowshoeing, and relaxing. off season in Door County and took
Sandy plans to retire in the next 2-3 years. She is sad to see the relationships built with advantage of the more affordable
many long-time owners fade away as they sell their units. Looking ahead to retirement rates. We were very happy with
that is what she will miss most. our room and the resort overall.
Sandy can be reached at: We enjoyed the beautiful views
shoffmann@thelandmarkresort.com from the lobby and our hotel room.
920-868-5159 The hotel also implemented new rules
due to COVID precautions.
- 645kaitlynr via TripAdvisor
-6-
Volume 341 LEDGER January 2021
Web Dashboard - A Review of 2020
The Landmark Resort maintains a robust website. Today, more people find us on the web than any other means.
WEBSITE STATISTICS FOR 2020
Jan Feb Mar Apr May June
10,384 10,279 7,522 3,931 8,886 23,146 Visits
9,605 9,641 6,990 3,668 8,457 22,273 Absolute Unique Visitors
38,280 36,869 24,247 11,324 28,728 88,560 Pageviews
2.85 2.78 2.54 2.3 2.54 2.81 Average Pageviews
00:02:36 00:02:37 00:02:11 00:01:41 00:02:12 00:02:41 Time on Site
80.6% 81% 81.5% 83.1% 82.8% 81.2% New Visits
July Aug Sept Oct Nov Dec
22,813 19,951 14,688 9,623 4,540 5,598 Visits
21,421 18,795 13,527 8,802 4,123 5,189 Absolute Unique Visitors
84,239 71,914 50,797 33,591 15,384 18,698 Pageviews
1.54 2.35 2.31 2.32 2.37 2.3 Average Pageviews
00:01:55 00:01:53 00:02:00 00:02:04 00:02:04 00:01:58 Time on Site
81.2% 74.6% 74.7% 74.5% 75.4% 76.5% New Visits
WEBSITE ANALYSIS FOR 2020
n Website traffic typically follows a seasonal pattern, and this year was very different.
n The COVID-19 pandemic made for wild swings in web traffic: April, 2020 was down 59.23% versus
2019, while June, 2020 was up 43.65% versus the same month in 2019.
n Pageviews was down 4.05% for 2020 (502,631 vs 523,850)
n The average pages per session was down 5.33% (2.5 vs 2.64)
n The average time on the site was down 4.91% (00:02:10 vs 00:02:17)
n Interesting to note that when totalling the entire year: website traffic was down by only 1.19%.
n The pandemic has exposed our website to erratic behavior and an unprecedented year - with very few conclusions to be
drawn from the statistical data that was collected in the calendar year 2020.
n To take the 2020 numbers versus the 2019 data - and use it to infer trends - would most definitely lead to misleading and
inaccurate conclusions.
Volume 341 LEDGER January 2021
Recent & Random
TripAdvisor Reviews
Let’s celebrate the new year, as well as a few Overall Rating & Factors
recent events in the lives of our staff.
Overall Rating ............. 4.2
Kristy Atkinson, Housekeeping, gave Rooms ...................... 4.2
Sleep Quality ............. 4.1
birth to a baby girl on November 27, 2020.
Service ...................... 4.1
Her name is Brynley Rose. Baby and mom are doing well. Location ..................... 4.5
Cleanliness ................ 4.2
Michael Bleck, Server at the Carrington
Value .......................... 4.2
Pub & Grill, celebrates his four year work anniversary this month.
Sandra Greenfeldt, Front Desk Reservationist, has retired. Expedia Reviews
Overall Rating & Factors
Sandra had 28 years of service with the resort.
Overall Rating ........... 4.5
William “Bill” Hanson, Electrician in our Maintenance Department, Cleanliness ............... 4.5
marks his four year work anniversary. Staff & Service .......... 4.4
Amenities .................. 4.4
Sandy Hoffmann, Front Desk Manager, observes Property Condition .... 4.3
her 15 year work anniversary.
Karen Korn, Staff Accountant,
observes her two year anniversary at the resort this month. Board Meetings
2021
Rick Rogers, Executive Coordinator of Operations, and his wife Jen
February 6, 2021
welcomed a baby girl into their lives on December 16, 2020. March 27, 2021
They named her Lucy. April 30, 2021
May 1, 2021 | Spring Clean-up
May 2, 2021 | Annual Meeting
-8-
Volume 305 LEDGER January 2018
Nominating Committee Candidate Form
The Nominating Committee of the Landmark Owners Association is seeking applications for additional Nominating Committee
members for the 2018 elections. Please note serving on this committee will entail in-person meetings at the Landmark Resort and/or
telephone conferences in order to recommend a slate of candidates to the Board of Directors.
Please fill in the following questionnaire if you are interested and willing to serve on the Landmark Resort
Nominating Committee.
NAME: _______________________________________________________________________________
ADDRESS: _______________________________________________________________________________
CITY / STATE / ZIP: _______________________________________________________________________________
TELEPHONE: _______________________________________________________________________________
COMMITTEE REQUEST: NOMINATING _________ OTHER _________
UNIT(S) OWNED: _______________________________________________________________________________
List past or present positions that you feel would qualify you as a candidate for the Landmark Board of Directors.
How do you feel your participation would benefit the Landmark Resort?
List any specific issue(s) you would most like to discuss at Board meetings?
Please send the above information by February 1, 2021 to Landmark Resort, 4929 Landmark Dr., Egg Harbor, WI 54209, Attn: Wendy Beilfuss or
by e-mail to WBeilfuss@thelandmarkresort.com.Volume 341 LEDGER January 2021
Owners Board of Directors / Advisors Candidate Form
The Landmark Resort Nominating Committee is seeking owners who are willing to have their names placed in nomination at the
annual owners meeting. Please note these positions are time consuming, yet extremely important. Board meetings will require your
attendance about once a month.
Please fill in the following questionnaire if you are interested and willing to serve on the Landmark Board of Directors,
either as a Director or Advisor (check one) and return to Wendy Beilfuss.
NAME: _______________________________________________________________________________
ADDRESS: _______________________________________________________________________________
CITY / STATE / ZIP: _______________________________________________________________________________
TELEPHONE: _______________________________________________________________________________
POSITION OF INTEREST: DIRECTOR _________ ADVISOR _________
UNIT(S) OWNED: _______________________________________________________________________________
List past or present positions that you feel would qualify you as a candidate for the Landmark Board of Directors.
How do you feel your participation would benefit the Landmark Resort?
List any specific issue(s) you would most like to discuss at Board meetings?
Please send the above information by February 15, 2021 to Landmark Resort, 4929 Landmark Dr., Egg Harbor, WI 54209, Attn: Wendy Beilfuss or
by e-mail to WBeilfuss@thelandmarkresort.com.Volume 341 LEDGER January 2021
Constant Contact - A Look Back at 2020
The Landmark Resort utilizes Constant Contact for database management and sending emails (to owners, guests, prospects).
AVERAGE OPEN RATE
55%
NUMBER OF CAMPAIGNS
56 AVERAGE
CLICK-THROUGH RATE
25%
2020 Landmark Resort Open Rate 2020 Landmark Resort Click Rate
548,276 versus previous 12 months ... +7% 5 versus previous 12 months ... +8% 5
versus industry average ........ +8% 5 versus industry average ........ +1%5
TOTAL EMAILS SENT
THE RESORT’S CONTACT LIST GREW BY 13%. That's 3,282 more people!
TOP PERFORMERS FOR 2020 BIGGEST FANS
These people opened our emails the most.
Landmark Resort | April 2020 Ledger Newsletter
Sent April 8, 2020 | 82% Click-through rate
Landmark Resort | July 2020 Ledger
Sent July 10, 2020 | 81% Click-through rate
tommy@ritesafetyproducts.com
Landmark Resort | September 2020 Ledger
lestikowl@firstweber.com
Sent September 9, 2020 | 79% Click-through rate
mmw74@hotmail.com
benignus@uic.edu
drogers@honkamp.comVolume 341 LEDGER January 2021
Group Sales
Login
In December, we booked the following groups:
Owners Secure Section
of Website GROUP NAME DATE(S) OF EVENT
Coleson / Maurina Wedding Wauwatosa, WI 7/30-8/01/21
USER NAME:
Catto-Henshaw Family Reunion Pulaski, WI 8/11-8/15/21
landmark
Kopshinsky / Vetta Wedding Brookfield, WI 8/13-8/15/21
PASSWORD: Parr Anniversary Milan, IL 8/20-8/22/21
Resort#1_Owner Oneida Golf & Country Club Green Bay, WI 8/31-9/01/21
Kring / Juedes Wedding Fitchburg, WI 9/23-9/25/21
Kaldunski / Larsen Wedding West Allis, WI 9/24-9/26/21
Go to the resort’s website:
Street / Buss Wedding Darlington, WI 12/03-12/05/21
www.thelandmarkresort.com
Marrero / Spoerl Wedding DePere, WI 6/03-6/05/22
Click on the Owner Login
(bottom right-hand corner of page) Salva / Shinn Wedding Kenosha, WI 6/03-6/05/22
Maintenance Request
If you find anything in
your unit that is in need
Swimming Pool Closure of repair, please fill out a
Maintenance Request Form.
The resort’s indoor swimming pool will be closed
These forms can found at the Front Desk.
Sunday, January 24, 2021 - Friday, January 29,
2021. The closure is for the annual maintenance and Once filled out, you may submit the form
cleaning to the swimming pool and whirlpool in the via email, mail, or return the form
Pilot House building. Due to COVID, there will be no to the Front Desk. Appropriate staff
alternate swimming pool available to us. will address the issue.
- 12 -You can also read
