Therese M. Grybow, Resort Manager San Diego Country Estates Timeshare Association

Published July 1, 2009

by Sharon B. Drechsler, RRP
owner/operator
Drechsler Communications

Therese M. Grybow’s management skills were tested under fire…literal fire – twice! In 2003, one of the wildfires for which Southern California is so famous damaged roves, spread debris and created smoke damage throughout this 64-unit resort (32 each of one- and two-bedroom suites) located in Ramona, just 45-to-50 miles northeast of San Diego. San Diego Country Estates Timeshare Association was started as a timeshare and a master planned community by Ray Watt in 1977. His associate in those days was Woody Cary, whose management company, Tricom Management – a Vacation Village Resort company – still manages the timeshare on behalf of the San Diego Country Estates Homeowners Association, today.

“The worst damage came from the fire of 2003,” says Grybow. “Almost every roof had substantial damage. We had to close down the resort while we repaired the roofs, cleared out fallen limbs, trees and debris and thoroughly cleaned each and every unit. We did the whole job in just two weeks! We really put our roller skates on.”

She and the resort’s chief engineer (who also happens to be her husband, Martin), walked the resort together, taking careful notes of all of the damage and committing the beginnings of a clean-up plan to paper. Cary and Tricom’s regional manager for the area at that time, Leo Ferrick, drove down from the corporate headquarters in Anaheim to assist in both the planning and the work. Everyone rolled up their sleeves – from housekeepers to senior management – and undertook the Herculean task.

“After that experience, we took our emergency preparedness plan and enhanced it even further,” observes Therese. “That was a good thing, because sure enough, in 2007, we were hit again. And although the resort had to be evacuated, the phone tree system for orchestrating a smooth process, distribution of maps of the evacuation routes and provision of emergency housing for stranded visitors worked well.”

Therese’s organizational genius withstood the test. While smoke and soot darkened the sky overhead, her team called each other every 15 minutes. Every player knew his role. A team was sent out over the sprawling resort grounds to distribute the maps and warn guests to prepare for the possibility of evacuation. The fire had begun in the early afternoon. By evening, mandatory evacuation order were issued as flames could be seen from resort grounds. Grybow’s calm, self assurance; her well-orchestrated plan and its smooth execution ensured the safety of the resort’s guests and employees that day. No one felt panic; there was only a concentrated set of procedures to be carried out; nothing more. An event that could have been a breeding ground for panic – the kind of panic that induces accidents, heart attacks and terror – was handled as smoothly as Barnum and Bailey tearing down the Big Top. This calm ‘under fire’ was a major reason Grybow was awarded the Gold ARDY Award for Resort Manager that was announced during the 2009 ARDA Convention and Exhibition held in Orlando.

“When Woody and Jay Morin, director of operations for Tricom, told me I’d won, I just couldn’t believe it,” she says, her voice still ringing with excitement months after the event. “We’ve had several Board members win in the past. Two have won Gold ARDY’s and another won a Silver. So when I found out I was going to have my own trophy for the gold, It felt like Michael Phelps and the 2008 U.S. Olympic Swim Team!”

Therese has an engaging vest that makes you want to route for her. She is a classic model of ‘small town American girl makes good.’ Born and raised in the area, she points out with pride that she is a third generation-born Ramonan. After obtaining a B.A. in Business from Grosemont College, she dutifully came home again to assist her aging grandfather. She started at the front desk at the Estates in 1986 and virtually grew up at the resort.

“I’m very content doing what I do,” she exclaims. “I was mentored by Chris Burhans, who was the manager when I started here. She was a delight to work for, or should I say, with? She taught me the inherent meaning of what it is to work as a team.”

Other mentors along the way guided and aided Grybow. Among them were Woody Cary, Leo Ferrick and Jay Moran. “The Tricom team is always there to support and guide you,” says Therese. “I can’t imagine working in a more positive climate. And the job itself never gets boring. I think that’s what I love about it the most: facing the daily challenges and helping our guests have a perfect vacation.”

She starts each day by greeting team members as they arrive at work. “My desk is situated in a place where I get to say good morning to everyone when they come in. When I come into work in the morning, I try to have a positive attitude and I try to share than with everyone on the team. I hope my team senses that I care for them and take an interest in their families, their needs and making sure they are given a chance to excel at what they do.”

Her example no doubt is a factor in the resort team’s consistently high customer satisfaction ratings. “I say to myself every day, ‘What can I do today?’ I set some specific goals for the day and while events may often intrude and disrupt my plans, it’s tremendously satisfying when you can look back over the day and see what you’ve accomplished.”

While she enjoys her work, she makes sure to have time with her family. “Therese describes her husband, Martin, in glowing terms. “I’m married to the most wonderful man in the world,” she says unabashedly.

My husband and I go to all the sporting and school events with our two teenage sons,” she says. “And you know what? They still like spending time with their parents. And…they still like to get a kiss goodbye when we drop them off at school.”

Given today’s teenager and the prevalent pressure to conform that is so typical, it’s a great sign to see this kind of self-confidence. It’s confidence, as far as we can see, learned in large part from their mother.