Rethinking Timeshares: How Flexibility and Experiences Drive Generational Loyalty – Derek De Salvia, Hilton Grand Vacations

In this episode, Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, shares how HGV is redefining vacation ownership by focusing on flexibility, experiences, and building generational loyalty. From rethinking the traditional timeshare model to delivering unforgettable experiences through the Ultimate Access platform, Derek offers actionable insights into how hospitality leaders can innovate and inspire long-term customer relationships.

What You’ll Learn in This Episode:

• How Hilton Grand Vacations is reimagining vacation ownership to meet the needs of modern travelers.
• The evolution of timeshares from rigid offerings to flexible, experience-driven models.
• How HGV leverages the Ultimate Access platform to create unforgettable vacation experiences.
• Derek’s approach to “Inspired Hospitality” and its impact on guest satisfaction and team culture.
• The importance of listening to customers and team members to drive innovation.
• Strategies for building generational loyalty through exceptional service and personalization.
• Why the role of Chief Customer Officer is critical in shaping customer journeys.
• The changing dynamics of family travel and what it means for vacation ownership.

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This episode is brought to you with support from Roomza, which helps hotels attract premium travelers seeking personalized experiences over discounts. Roomza is now accepting applications for its exclusive pilot program, which includes a free Hotel Personalization Starter Kit with Dyson and Theragun equipment. Learn more and apply at roomza.com/partner

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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands