RTX Employee Profile: Ashley Amerson | RTX Traveler Issue 14

Ashley Amerson, Exchange Operations Manager in the Asheville, N.C., office

Ashley Amerson Employee Profile 1Ashley has been with RTX for three years and serves as Operations Manager in the Asheville, N.C., office. For RTX members looking for custom resort searches, she recently helped facilitate a streamlining of the process, resulting in a better customer experience. She of course has a love of travel and cites Blue Ridge Village in Banner Elk, N.C., as a favorite RTX destination due to its family-friendly atmosphere and stunning mountain location.

When calling in a custom resort search, RTX customers might not notice a difference, but since July of this year, there have been a few behind-the-scenes changes geared toward getting more people on vacation in a more efficient way. The previous search process was reliable, but left room for improvement – once a member called RTX to submit a custom search request, a multi-step process followed involving three to four different people.

“There were a lot of handoffs, and it left a lot of room for error,” said Amerson. “We decided to make it into one position that’s streamlined. Not only does that eliminate a lot of errors, but it is also a much easier process for our members.”

To submit a custom search, members still call RTX to place the request. From that point, the request goes to a vacation consultant, who then searches for the reservation with our resort partners, and can also work with the member directly throughout the process if any adjustments need to be made.

“Say the member is on the phone with a vacation consultant and the reservation they found is not exactly what the member is looking for,” explained Amerson. “The vacation consultant can then adjust the request on the fly, and be able to get that member on vacation in a timelier manner.”

It’s a more personal, knowledgeable approach, since the vacation consultants know intimately what resort accommodations are available in certain locations and can recommend similar resorts, or ones in close proximity if the original destination requested is unavailable.

Amerson said exchange numbers since the new system has been implemented are some of the highest ever recorded. Although long-time RTX members may not even notice a difference in service, RTX has gotten feedback from members who say the new system is easier for them, and the people on the phone seem more knowledgeable.

“The difference that members experience now is that when they talk to someone regarding their request, the person they are speaking with is also the person that has the relationship with our partner resorts, so they understand the resort, and they understand the chances of being able to secure something else similar if the specific request is not available,” she said. “It’s a much smoother process and one we’re hoping will lead to more satisfied customers, and more members securing the vacation they want.”

The new hand-picked vacation consultants are Carmen Hall, Chris Johanson, and Ronni O’Brien, previous supervisors and standouts in customer service.

“The people selected for this position provide excellent customer service. They go above and beyond on everything and we’re very pleased to have them in these positions,” said Amerson.

She offered a simple tip to get the best selection and book the vacation that’s wanted: book in advance.

“Members have the ability to book a year in advance, so take advantage of that. And have a great vacation!”

What is a Custom Search? A Custom Search can be submitted by members when they want to travel to a destination during a specific time, but they are not able to find the reservation through www.rtx.travel. RTX Basic members can submit a Custom Search once they’ve deposited a week, and Premium and Premium

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About the Author

About the Author: Pat Barcas serves as staff writer and photographer for RTX Traveler Magazine, based in Asheville, NC. In his spare time he enjoys photography, astronomy, hiking, hanging out with his family and dog, and of course, traveling! His favorite RTX spots to visit are Orange Beach, Alabama, Cape Cod, Massachusetts, and Murrells Inlet, South Carolina, but he's visiting new places all the time. .

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