11/1/2021
1
Welcome to Pollard Brook Homeowner’s Association Annual Meeting
Today’s Agenda
I. Welcome, Introductions, Call to Order
II. Approval Previous Annual Meeting Minutes
III. Message From The Board
IV. Elections
V. Management Reports
VI. Budget/ Finances
VII. Communications and Interactions
VIII. Election Results
IX. Open Discussion – Q & A
First Virtual Meeting!
• All participants will be muted.
• Please use the Chat Window for questions and voting.
• This presentation will be recordedand accessible via the online owners area of www.innseason.com.
Today’s Business
We have met quorum requirements with over 25% of the units voting, through Proxy ballots, in order to conduct business.
For online participants, if you haven’t mailed your voting ballot back, you will be using your Chat Window to cast your vote.
More on this to come…
Information
Items being reviewed:
• 2020 Annual Meeting Minutes
• 2022 Proposed Operating Budget
•For those in attendance, these items are in your packet.
• For online participant, you may access them in the links provided via the Chat Window.
Welcome and Introductions
Board Members• President: William Scanzani • Treasurer: Dennis Ducharme
• Secretary: William (Billy) Curran
• Resort Team• General Manager: Fraser Kirkpatrick• AGM: Scott Sawicki
• Front Office Manager: Megan Wigley
• Management Team• Creative Services & Admin Coordinator: May Cho• Chief of Resort Operations: Stephen Furrer
11/1/2021
2
Approvals
- Motion to approve previous Annual Meeting Minutes Message From The Board
Board President
William Scanzani
Consistent Capital Improvements
- We spend an average of $700k per year on improvements
- Our Satisfaction Scores have moved up from mid 80’s to 90
- We now consistently rank high with the Exchange companies
- Occupancy is also increasing
- We are attracting new owners
Keeping things up
$441,575
$659,442
$453,400
$670,101
$822,541
$650,000
$530,050
$674,971
$824,013
$700,000
$950,000
$-
$100,000
$200,000
$300,000
$400,000
$500,000
$600,000
$700,000
$800,000
$900,000
$1,000,000
2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022
Reserve Spending
75
80
85
90
95
2012 2013 2014 2015 2016 2017 2018 2019 2020 2021
Customer Satisfaction
Maint Room Grounds
We All Need a Vacation…and Vacation We Did!
We set an new record for nights used: 30,477
Comparison for periods Jan 1- Oct 20
30477
22394
28593 27025
0
5000
10000
15000
20000
25000
30000
35000
2021 2020 2019 2018
Nights Used
Replacement Weeks: 740740740740 Used
- Board approved replacement weeks for those affected by Covid-19.
- We were glad to see that many of you took advantage of re-booking your vacation week.
- Over 740 owners booked directly and many more through RCI Exchange
Travel
63 new owners joined our Pollard Brook Family
Over the past
12 months
Welcome New Owners
11/1/2021
3
Supporting Owners with Issues
We have helped 107Owners gracefully and
correctly exit ownership due to Hardships & Life
Circumstance issues
Over the past
12 months
Increasing Secondary RevenueIncreasing Secondary RevenueIncreasing Secondary RevenueIncreasing Secondary Revenue…………
• Supplementing Condo Fee Income is important
• We have an average of 70 unsold weeks in any given month.
• Unsold weeks are rented with proceeds going back to the HOA Budget
• We are 49% ahead of Budget for Rental Income.
$340,992
$198,063
$235,770 $202,632
$131,297
$127,718
$-
$50,000
$100,000
$150,000
$200,000
$250,000
$300,000
$350,000
$400,000
2021 2020 2019 2018 2017 2016
Controlling CostsControlling CostsControlling CostsControlling Costs
Consumables• Group & bulk purchasing
• Shopping vendors
• Evaluating different products
Energy Usage• Pre-Purchase Energy
• Grants / aid N.H. Energy Co-op
• New Energy efficient equipment:
• Appliances, A/C Units, Boilers, Pool Heaters
REPLACED THREE HOT WATER BOILERS ON PROPERTY. JACKMAN, LIBERTY AND PEMIBUILDINGS
Covid’s Impact on ExpensesCovid’s Impact on ExpensesCovid’s Impact on ExpensesCovid’s Impact on Expenses
Consumables: average increase of 40%• Many consumables have increased in price;
Cleaning supplies, toilet paper, paper towels,
laundry supplies, and trash bags, for example.
• Supply Chain Issues
Labor: average increase in hourly of 30%• In a matter of a few months Housekeeping rates
went from $15 to $20 per hour as an example
We are committed to doing We are committed to doing We are committed to doing We are committed to doing what is right for our ownerswhat is right for our ownerswhat is right for our ownerswhat is right for our owners
Provide a safe environment for guests and team members
Maintain the resort and the delivery of great vacations
Supplement Income
Controlling costs
11/1/2021
4
Election Time
Election Process
• We will elect one (1) Board Member for a 3-year term
• You have one (1) vote for each week that you own for each open board seat
• If you mailed in you Ballot, your vote can stand as submitted
Your Candidates
☐ William Scanzani
William (Bill) ScanzaniAbout:
William Scanzani graduated with a Bachelor of Science in Accounting from Lowell Technological Institute and a Masters in Management from Boston University.
William has been your owner’s representative and President of the Pollard Brook Board of Directors for the last nine years and was a member of the Board of Advisors for two years prior to that. He is a seasoned operations and technology product manager and has experience in budgeting, operations, managing staff, purchasing, coordinating major projects, and customer service. Additionally, he has excellent communication skills and the ability to think outside the box to find innovative solutions to problems that need to be solved.
Objectives:
• Expand the resort owner/guest services where feasible and maintain efficient budgets while continuing to invest in new amenities and green initiatives to lower future long term operating costs and increase resort efficiencies
• Continue to maintain the resort property and owner values
• Expand our White Mountain modern and fun-loving family resort to be attractive to the next generation of Millennial owners
Time to Vote
For those in person:
• Please cast your ballot
• Raise your hand for us to collect
• Volunteer to count ballots
GENERAL
MANAGER REPORT
FRASER
KIRKPATRICK
Operational Report 2021
11/1/2021
5
Working During a PandemicWorking During a PandemicWorking During a PandemicWorking During a Pandemic
- All Employees wearing masks
- Extra sanitization of touch points, and Covid
killer chemicals
- Single workloads for housekeeping staff
- Trying to limit employee/guest interactions
- Firewalls – Separation of departments,
cancelling departmental meetings
- Mask Mandates on activities, including tours
We have had two staff members contract the virus in the past
18months, however due to our measures, impact on other
team members was minimal.
The State of Labor…or lack there ofThe State of Labor…or lack there ofThe State of Labor…or lack there ofThe State of Labor…or lack there of
- Staffing hours worked at the resort are down
significantly since 2019
- Housekeeping is down 26% alone, our biggest
department. (Housekeeping in October has been 36%
under for October.)
- Competition in area for staff is fierce, and not likely to
improve. A lack of local affordable housing and
competition are the two driving factors.
- Local businesses have been forced to reduce hours,
and close for longer periods of time.
Department Review Department Review Department Review Department Review ---- MaintenanceMaintenanceMaintenanceMaintenance
Staffing remains steady compared to 2019, overall,
the steadiest department
Maintenance department has taken on larger
projects, eg appliance installation, AC installation,
drain grates, 2nd bathroom remodels
2021 marked the Maintenance Department taking
back the grounds and landscaping responsibilities
from an outside vendor. Very happy with the
improvements and feedback
Department Review - Housekeeping
Even with an increase in rentals and general
occupancy, along with a 26% decrease in labor hours
worked, the housekeeping department has continued
to maintain our high scoring requirements
This has been a total team effort, including plenty of
hours worked in housekeeping by the GM, AGM and
the Activities Concierge
Supplies in general have become very expensive for
the property, some items are up 40%-50%
October has shown signs of important on the labor
front, with 3 former housekeepers returning
Department Review – Front Desk
Communicating as much as possible with guests pre
arrival to expedite check-in and improve customer
service
Department also had staffing challenges; the loss of
any key Front Desk Agent is extremely challenging as
this year has proved.
Superstar FDM Megan has covered numerous
overnight shifts, long days and weeks to make sure
our guests receive the customer service they expect.
Despite these challenges, Front Desk related
customer satisfaction scoring has never been higher.
Department Review - Activities
Jacks first full year as Activities Concierge has been marked
with challenges and successes. His knowledge, dedication,
and willingness to experiment with new activities have
wowed our guests.
Jack has generated the most customer comment cards of all
staff, acknowledging his efforts.
Participation of activities at the resort has surprisingly
increased this year, Jack has had to be creative with
scheduling and planning, even hiring an extra person to
accommodate the demand.
Jack has replaced some old activities and added a whole
host of new activities, tours and presentations.
11/1/2021
6
Occupancy By MonthOccupancy By MonthOccupancy By MonthOccupancy By Month
Month 2021 *2020 2019
Jan 71% 68% 66%
Feb 82% 76% 79%
Mar 73% 39% 66%
Apr 66% 3% 48%
May 66% 7% 51%
Jun 82% 56% 78%
Jul 89% 83% 89%
Aug 89% 86% 90%
Sep 83% 81% 84%
Oct 83% 77% 78%
Averages 78% 58% 73%
*Pandemic – Closed 2 months
Occupancy RecordsOccupancy RecordsOccupancy RecordsOccupancy Records
Type 2021 *2020 2019 2018 2017 2016
Resort Comp 1903 1550 2425 1896 1671 2665
Rental 5530 3645 3541 2953 1748 1964
Exchange 10890 8579 12324 12575 13734 12830
Vacation Club 6318 4394 4829 4067 4771 4317
Owner 5836 4226 5474 5534 5503 5718
Total Nights
Used30,477 22,394 28,593 27,025 27,427 27,494
30477
2239428593 27025
0
10000
20000
30000
40000
2021 2020 2019 2018
Nights Used
*Pandemic – Closed 2 months
*
More Rentals…• Helps our Operating Budget
• Keeps fees from going up more
• Better for Owners using the Rental Program
Type 2021 2020 2019 2018 2017 2016
Rental
Nights 5,530 3,645 3,541 2,953 1,748 1,964
Year Resort Gross
Revenue
Owner
Agrmnts
Nights
In
Nights
Used
%
UsedNotes
2021 POL $258,000 258 1658 1414 85% 10 Months
2020 POL $221,970 233 1512 1117 74% Covid- closed 2 months
2019 POL $95,895 191 1186 505 43%
2018 POL $81,341 202 1276 421 33%
Rental Nights Used Review
Owner Rental Program Review
Tracking of Customer Complaints
• We have started to track customer complaints and code and tabulate them in a readable excel document.
• Do we need 2 people on houseman midweek, do we need an extra Maintenance person on?
• Can tell you how many door lock problems a room has had, or how many plumbing issues in a particular room.
• Can help focus our problem areas, increases efficiency.
The Elephant In The Room…
Smoking…• We also tracked issues related to smoking
• The vast majority were due to smoking on the unit patio/ decks
• We implemented a seasonal no smoking policy back the late spring.
• Designated smoking areas were created
• Generally well received
1
The Challenge:
Address small and over looked deficiencies around the Resort and in the Rooms.
2
The Plan: Create Punch-lists and use cell-phones to take before & after photos.
3
Consistency & Critical Eye:These pave the way for progress.
Devils in the detail!
4
The Results:
Over 500 small things have been addressed since January.
11/1/2021
7
Tracking Customer Satisfaction Scores
• Helps with motivation & compensation
• Strategic Goals
• Means of measuring and evaluating
Question 2021 2020* 2019 2018 2017 2016 2015
Vacation Experience Rating 92 91 92 90 90 89 88
Core Deliverables Rating 95 94 95 94 94 94 91
Amenities Rating 92 90 92 89 90 90 88
Friendly Service Rating 95 95 95 94 94 94 92
Guest Satisfaction Rating 94 93 94 93 92 92 91
* Closed for 8 weeks in spring 2020
Categories 2021 2020* 2019 2018 2017 2016
Vacation Experience 94% 95% 94% 92% 95% 95%
Core Deliverables 97% 98% 97% 92% 92% 91%
Resort / Amenities 93% 93% 90% 91% 87% 87%
Friendly Service 98% 98% 96% 94% 92% 91%
Overall Guest Satisfaction 95% 96% 90% 92% 92% 91%
* Closed for 8 weeks in spring 2020
* Closed for 8 weeks in spring 2020
2021 954 238 98% 98% 94% 90% 98% 88% 94% 94%
2020 777 244 96% 96% 94% 90% 96% 90% 94% 94%
What I Can Measure, I can Manage…
Focusing on more
detailed operations.
Improving
Housekeeping &
Maintenance scores
Looking to continue
and improve
Activities/Amenities
Great Team Work!
Capital Improvements 2021
11/1/2021
8
Capital Improvements 2021
Bathroom Renovations (20 bathrooms)
Kitchen Floors (22)
Appliances / lighting / Furniture
Pole Barn for storage
Decking Replacement - Trex
Livingroom / Bedroom AC units
Security / Surveillance System
Deck Furniture
Hot Water Boilers and Pipping
Driveway & parking seal coating
Televisions
Landscaping Equipment
Dining ChairsBATHROOM RENOVATIONS CONTINUE
Dining ChairsBATHROOM RENOVATIONS CONTINUEAPPLIANCES: STOVE, FRIDGE/FREEZER, DISHWASHER AND MICROWAVE
WOODLAND & STREAMSIDE BEDROOM AC’S ALL REPLACED. GONE FROM 12,000 BTUS TO 18,000 BTUS. BIG DIFFERENCE
CONTINUED REPLACED OF HOT WATER BOILER IN LIBERTY BUILDING.
11/1/2021
9
Dining ChairsSECURITY CAMERAS, APPLIANCES, STORAGE BARN
Misc. Resort ImprovementsMisc. Resort ImprovementsMisc. Resort ImprovementsMisc. Resort Improvements
- 4 unit carpets
- Elevator repairs
- Sleeper sofa mattresses
- Walk way drain grates
- Loft bureaus
- 2 pool handicap lifts
- Fire system updates
- Resort team communications
- Painting
- Smoking stations
- Knife blocks in kitchens
Capital Spending in 2022Capital Spending in 2022Capital Spending in 2022Capital Spending in 2022
Hot Tub / Pool Area expansion project
2nd floor bathrooms in Woodland Lodge
Window replacement Woodland Lodge
18 unit Bathrooms in Pemi-building
Recreation walkway update
Mt. Washington & Liberty Appliances
Mt Washington Carpet (309-313)
Woodland Fireplaces
Theater Room We asked and you told us…We asked and you told us…We asked and you told us…We asked and you told us…
We asked what amenities you would like to see.
Thank you for your responses.
Expanded Outdoor Hot Tub
- Expanded apron
- ADA compliant access
- Updated Pool Fencing
- Large 25+ person hot-tub
Outdoor Pool
Area Rehab
Expanded Indoor Pool Area
- Expanded indoor area
- ADA compliant access
- Large 10+ person hot-tub
Indoor Pool
Area Rehab
11/1/2021
10
Expanded Indoor Pool Area
- Expanded indoor area
- ADA compliant access
- Large 10+ person hot-tub
Indoor Pool
Area Rehab
Expanded Indoor Pool Area
- Expanded indoor area
- ADA compliant access
- Large 10+ person hot-tub
Indoor Pool
Area Rehab
Expanded Indoor Pool Area
- Expanded indoor area
- ADA compliant access
- Large 10+ person hot-tub
Indoor Pool
Area RehabCinema/Movie Room
Family Fun- Movies
- Wii Games- Bowling
- Tennis
- Golf
Movie / Media
Room
FinancialsStephen Furrer
• 2020 Review
• 2021 YTD
• 2022 Budget
Year End 2020Area 20 Actual 20 Budget $ Diff
Operating Income $ 3,933,349 $ 4,139,397 $ (206,048)
Payroll $ 1,752,960 $ 1,874,948 $ (121,988)
Operating $ 863,952 $ 1,081,799 $ (217,847)
General & Admin $ 922,614 $ 942,770 $ (20,156)
Bad Debt $ 259,395 $ 239,880 $ 19,515
Net $ 134,428 $ - $ 134,428
Area 20 Actual 20 Budget $ Diff
Reserve Income $ 803,793 $ 807,134 $ (3,341)
Reserve Spending $ 824,013 $ 751,306 $ 72,707
Bad Debt $ 60,318 $ 55,828 $ 4,490
Net $ (80,538) $ - $ (80,538)
Bottom Line to Reserves $ 53,890 $ - $ 53,890
11/1/2021
11
Collections Review
16.10%
19.10%
20.40%
10.20%
11.80%
11.30%
13.30%
9.00%
9.70% 10.00%
0%
5%
10%
15%
20%
25%
2012 2013 2014 2015 2016 2017 2018 2019 2020 2021
% D
ELI
NQ
UEN
T
YEAR
Delinquency
Fighting Delinquency
Steps being taken:
• Pre-Payment Plans
• Late Payment Plans
• Internal Collection Efforts
• External Collection Efforts
• Renting Delinquent Weeks
• Amnesty Programs
• Deed-in-lieu
• Foreclosure
2021 Year-to-date
September
Area 21 Actual 21 Budget $ Diff
Operating Income
Payroll
Operating
Bad Debt
G&A
Net
Area 21 Actual 21 Budget $ Diff
Reserve Income
Bad Debt
Reserve Expense
Net
Bottom Line
2022 BudgetArea 22 Budget 21 Budget $ Diff
Operating Income $ 4,294,958 $ 4,250,808 $ 44,151
Payroll $ 2,113,628 $ 2,025,962 $ 87,666
Operating $ 897,919 $ 940,858 $ (42,939)
General & Admin $ 1,007,465 $ 963,158 $ 44,307
Bad Debt $ 275,947 $ 320,830 $ (44,883)
Net $ 0 $ 0 $ 0
Area 22 Budget 21 Budget $ Diff
Reserve Income $ 924,587 $ 837,352 $ 87,235
Reserve Expenses $ 853,637 $ 762,618 $ 91,019
Bad Debt $ 70,950 $ 74,734 $ (3,784)
Net $ - $ - $ 0
Bottom Line $0 $0 $0
2022 Fee Review
YEAR UNIT OPERATING RE TAX RESERVES TOTAL % Per Night
2022 One Bedroom $532.96 $30.72 $159.06 $722.74 6% $103.25
Two Bedroom $694.38 $39.47 $169.21 $903.06 6% $129.01
Three Bedroom $788.28 $45.37 $205.86 $1,039.51 6% $148.50
2021 One Bedroom $514.69 $28.98 $138.16 $681.83 2% $ 97.40
Two Bedroom $666.97 $37.24 $147.74 $851.95 2% $121.71
Three Bedroom $755.56 $42.80 $182.31 $980.67 2% $140.10
What We Spend On…
Item Aver Price
Time Share $980
Coffee $1,092
Lunch $2,746
Cell phone $760
Pets $1,183
Beer $1,270
Salon $1,800
Nails Only $572
Cigarettes $5,200
*Google & ARDA
11/1/2021
12
REMINDER: REMINDER: REMINDER: REMINDER: Change of Change of Change of Change of
Ownership Ownership Ownership Ownership PolicyPolicyPolicyPolicy
• After seeking legal counsel, the Surfside Unit Owners Association has adopted a formal Change of Ownership
• Policy. As such, the following policies are necessary to allow the resort
• (1) to do appropriate background searches to identify the potential involvement of a Relief Company – one which
• assumes ownership of an interval without a good faith intent to also assume and satisfy all of the assessment and
• ownership obligations associated with the transferred interval.
• (2) to recover the cost of such searches, and
• (3) to stop these transfers before they are finalized for the purpose of protecting the interests of all owners and the
• financial security of the resort.
• The policy is downloadable from the Online Owners Area on www.innseason.com.
Owner Support: Timeshare Genius
• A genius is a person who displays exceptional intellectual ability, creative productivity, universality in genres or originality, typically to a degree that is associated with the achievement of new advances in a domain of knowledge.
Feedback from our Timeshare Feedback from our Timeshare Feedback from our Timeshare Feedback from our Timeshare Genius ClassesGenius ClassesGenius ClassesGenius Classes
• I really appreciate your patience & knowledge. The session was very helpful. The takeaway for me is that I am no longer intimidated by the RCI booking process. It will take time but I’m looking forward to trying it out. Sue
• Thank you for the helpful pointers about the InnSeason website and especially the RCI searching process. I followed along well and the attachments you sent are very helpful in communicating some main points. Jim
• Thank you for the pointers and great tips! This is all very helpful. Mark & I attended a class on Cape Cod about 4 years ago. The online sessions are a great refresher. We really appreciate all your help. Lisa
Head Teacher
Mr. John Tierney
Election Process
Open Discussion
Please use the Podium and Microphone for all Questions