Editorial Board   

Mr. Spaulding, Jr.

Arthur Spaulding, Jr.

Partner, Cox, Castle & Nicholson LLP

Arthur O. Spaulding, Jr. is a partner in the Orange County office of Cox, Castle & Nicholson LLP, which commands one of the largest concentrations of attorneys in the U.S. whose primary focus is the real estate, financial services and construction industries. Mr. Spaulding is a senior transactional real estate attorney with extensive experience in the acquisition, disposition, financing and development of real estate projects with an emphasis on the hospitality industry. Since 1980, Mr. Spaulding has been actively involved in all aspects of the resort development and timeshare industries. He has been a member of the American Resort Development Association since 1980, served as an ARDA Director from 1989 to 1991, and again from 2007 - 2009. Mr. Spaulding was a Founding Director of the International Foundation for Timesharing, served on its Board of Directors from 1984 through 1989, and was Vice President of the International Foundation for Timesharing from 1987 to 1988. Mr. Spaulding served on ARDA's Board of Trustees from 1997 to 2001 and is once again serving in that capacity. He has served on numerous ARDA committees over the years. He is the immediate past Chairman of ARDA's Ethics Committee. He has lectured widely in the field of resort and timeshare development, including all aspects of program structure, acquisitions, dispositions, entity structuring, financing, restructuring and state regulatory and registration work. Mr. Spaulding devotes a large percentage of his practice to matters involving vacation resort ownership. He has structured both resort and urban club systems, and has supervised the registration of such systems at the state level. Much of his work involves mixed use projects having both hotel and vacation ownership aspects. He is currently very active in advising developers of fractional ownership projects and private residence clubs. He has considerable experience also with condominium-hotel projects. Mr. Spaulding has spoken at numerous industry events, including ARDA's annual conferences dating back for the better part of three decades, the Asia-Pacific Timeshare Conference sponsored by Resort Condominiums International in Jakarta, Indonesia, and the Annual Convention of AMDETUR, the Mexican tourism association, in Cancun, Quintana Roo, Mexico. He has also been a speaker regarding timeshare issues of interest to the hotel industry and the conversion of hotel projects to timesharing at the NYU and UCLA Hotel Industry Investment Conferences, the Lodging Conference in Scottsdale, Arizona, and International Law Symposia regarding resort development sponsored jointly by the American Bar Association and the International Bar Association and held in Marbella, Spain and Los Angeles, California. Representative development clients for whom Mr. Spaulding has had extensive involvement are Marriott Ownership Resorts, Inc., Four Seasons Hotels, Wyndham-Trendwest Resorts, Starwood Vacation Ownership, Disney Vacation Development, Shell Vacations and The Welk Resort Group. Mr. Spaulding also represented General Electric Capital Corporation in connection with construction, inventory and receivables financing transactions. A graduate of Yale University with a BA in English, Mr. Spaulding earned his J.D. from UCLA Law School in 1973, and was admitted to practice in California in 1973 and in Nevada in 1976.

Mr. Spaulding, Jr. can be contacted at 949-260-4620 or aspaulding@coxcastle.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.