By Janet Brindle

It’s all in a day’s work for Donna Matern. And all of it comes down to her helping Members get the most out of their Ritz-Carlton Club memberships.

She’s been doing it in Salt Lake City, Utah, as a Member Services Advisor for The Ritz-Carlton Club since 2008.

One of Matern’s favorite things is that each day is different. One day, she might be booking an annual trip for a Member hosting her family and employees at her Ritz-Carlton Club property. Another day, Matern might ensure that a family gets the reservation they’re seeking for a special occasion — or perhaps just their usual family vacation. But no matter what, she always returns to the personal connections she’s developed through the years.

“I have so many Members that email me directly,” Matern said. “I follow up with them because I know what they’re looking for without explaining themselves, because we have built that relationship.”

She shared there are several things she advises Members of:

• Know your booking window. Matern said that during an initial call after purchase, she discusses the Use Year, which is based on where they own and type of usage, but Members can always call for a refresher if they need clarification about booking windows.
  
  “There’s nothing worse than Members trying to book a highly desirable set of dates 6 months away and not being [in the best position possible] to get what they need,” she said. “We want to be able to secure the reservations they want.”
• Plan. Members can book and confirm their time up to 15 months in advance.
  
  “Some Members don’t realize the importance of planning so far in advance,” she said.
• Use all your resources. Matern said Member Services Advisors can currently provide Members with a Club Calendar through 2031 that will show what membership interest they have every year so they can plan accordingly. It’s a planner’s dream come true.
• Don’t let nights expire at the end of the year. On a recent call, she was helping Members book nights for friends and family.
• Take advantage of all the ways to use your membership. Matern said she likes to remind Members that in addition to staying at their Home Club, Members can use their membership interest to book vacations at available Ritz-Carlton Club Sister Club locations^*, enroll in The Lion & Crown Travel Co. to potentially elect to exchange for Club Points to be used across the Abound by Marriott Vacations^™ portfolio of options, deposit time that could be exchanged into luxury rental homes through THIRDHOME, or even confirm discounted rate options close to the time of check-in at The Ritz-Carlton Club locations as Space Available time. Member Services Advisors can send Members a detailed how-to-use guide, displaying all the ways to use their memberships.
  
  “I truly enjoy the relationship I have formed with The Ritz-Carlton Club Members,” Matern said.