RTX Partner Spotlight: Jon Mallows of Patton Hospitality Management

Coconut Malorie pool

Jon Mallows sees every comment card filled out from every guest at Patton Hospitality Management (PHM) resorts in Cape Cod, Maine, Wisconsin, New Orleans, Ocean City, and Atlantic Beach. He’s the regional director of resort operations at PHM, which manages the Southcape Resort and Club featured on page XX, and it’s his job to be the link to connect those resort properties back to the corporate office.

“I provide general leadership, direction, and support to the properties, as well as oversee standard operating procedures and financial matters,” he says.

Tamarack - two bedroom - living

We caught up with Mallows as he was visiting Coconut Malorie resort in Ocean City, Maryland. He’s on the road about 70 percent of the time and says the comment cards are essential to not only gauge guest experience, but also to keep track of the pulse of each property, provide team recognition, and see what trends are on the horizon.
“It lets us fine tune the operation to maximize guest satisfaction,” he says.

Frenchmen -patioMallows said there’s a lot of growth in the timeshare industry, with rental activity from owners on the rise. On the guest side, he’s focusing on keeping up with technology –  high-speed wi-fi is a common need.

“Folks coming from a hotel-type stay to the condo-type stay are always complimentary of the increased space and the kitchen,” he says. “And of course, the bedding and shower experience; we get a lot of compliments on that.”

Atlantic BeachBeing from the New England area, he’s visited Cape Cod many times, and says the staff at Southcape Resort and Club does a fantastic job.

“It’s an ideal location on the Cape, and the manager, Rosaleen Cassidy, does an outstanding job meeting guest’s needs,” he says.

As for personal resort preferences, Mallows says all the resorts have great attributes, and it depends on the season of the stay, but he agrees with a lot of timeshare owners in that he tends to like a beach vacation.

When pressed for travel tips, this road warrior kept it simple.

“Pack smart, and carry on when possible,” he says. “I do love to travel, meet people, and interact with them, so this job fits me well.”

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About the Author

About the Author: Pat Barcas serves as Creative Resources Manager for RTX, based in Asheville, NC. You can find him hiking the mountains of Asheville, gardening, traveling, and hanging with his growing family. His favorite RTX exchange destinations are Rangeley, Maine, Lake Tahoe, Banff, Canada, New Smyrna Beach, Florida, Cape Cod, and Orange Beach, Alabama. .


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