General resort management

General resort management
Week 5
Learning outcomes
Managing multiple food and beverage outlets to promote the brand image
Management of leisure and recreational facilities e.g. swimming pools, gym
Staffing resources, recruiting and training
Different types of staff required for specialist areas and roles, skills and
qualifications required
Maintenance inspections and audits
Customer relationship management and enhancing the customer
experience
Balancing business objectives with sustainable management
Managing multiple food and beverage outlets
to promote the brand image
F%B is the second largest revenue after selling the rooms
Large resorts can have several food and drinks outlets on site
These can be very often different cuisines and themes i.e. D Maris Bay in
Turkey offers a French, Turkish, Greek, Modern twist restaurants
https://www.dmarisbay.com/en/dining/ – the Turkish restaurant is led by
the famous Turkish chef
The aim of large resorts is to keep the guests on site and provide them with
everything they need so they do not need to venture out of the resort
These are also very often linked to the target market i.e. romantic breaks
for couples, or families

Managing multiple food and beverage outlets
to promote the brand image
In addition to these outlets, large resorts will have a selection of bars
and lounges where the guests can relax during the day and in the
evening
https://www.dmarisbay.com/en/dining/bars-and-lounges.html
D Maris is offers international selection of drinks
The guests can also use room service out of the working hours
Given the international concept, large resorts must have suppliers all
over the world to supply drinks

Managing multiple food and beverage outlets
to promote the brand image
La Guerite
Since 1935, a worldwide clientele has been seduced by La Guérite’s
charm, authenticity, and cuisine, which is not only Mediterranean but
healthy too. Nestled on the rocky cove of Sainte-Marguerite Island, in
front of Cannes, La Guérite features 1000 m2 of space where you can
come and discover a trendy décor and exceptional DJ performances.
Alternating baking, braising, and barbecue, Chef Yiannis Kioroglou
and his entire team will become creators of flavors in preparing our
client’s meals, and in doing so; will make them enjoy a culinary
experience that is truly second to none.

Managing multiple food and beverage outlets
to promote the brand image
Zuma
Inspired by the informal style of izakaya dining, ZUMA showcases its
modern Japanese cuisine that is famously authentic but not
traditional. Dishes – designed to be shared – are created in three
different cooking styles: the main and sushi kitchen and the robata
grill offering a variety of textures and tastes. Set on a terrace
overlooking the bay, pull up a seat and watch chefs sear salmon for
sushi and tataki on the robata grill. Signature dishes include miso
marinated black cod wrapped in hoba leaf and rib-eye steak with
wafu sauce and garlic crisps.

Managing multiple food and beverage outlets
to promote the brand image
In order to appeal to the international clientele the large resorts
deliberately offer international cuisine i.e. brand names and they
want to align themselves with strong brands

Management of leisure and recreational
facilities
Large resorts offer a number of leisure and recreational facilities so
the guests can entertain themselves during the stay
This includes a swimming pool, gym sauna, treatment rooms, golf,
tennis, etc
This requires an additional staff i.e. pool attendant who keeps the
supply of fresh towels, staff who serve drinks and snacks by the pool,
swimming instructor, security staff etc.

Staffing resources, recruiting and training
The hospitality industry is associated with long working hours, a
stressful environment and job dissatisfaction, resulting in a high
turnover which is costly and disruptive to hospitality organisations
(O‘Halloran 2012)
Moreover, it could be argued that replacing employees is an
expensive and time-consuming process which could lead to lower
productivity in the interim. There have been a number of studies that
have recognised that investment in high-performance work practices
such as training, empowerment, rewards, selective staffing and
teamwork motivates employees and reduces turnover intentions
(Crick and Spencer 2011; Karatepe 2013; Cheng et al. 2016)

Staffing resources, recruiting and training
Seasonality affects staffing requirements
Permanent staff vs agency temporary work force
Influx of international labour i.e. Philippines work labour who work in
the hotels during the summer

Hilton Worldwide
Hilton Worldwide (2013), which develops different age groups and
updates career development programmes and entry routes to appeal
to various generations of employees. Hilton‘s comprehensive youth
strategy offers specific activities to different age groups: preemployment (13-16 years); school/college leavers (16-19 years); and
undergraduates and graduates

Different types of staff required for specialist areas
and roles, skills and qualifications required
https://nationalcareers.service.gov.uk/job-profiles/hotel-porter
Maintenance inspections and audits
https://me2.ihgmerlin.com/static/apps/greenengage/green_solutions
/E-1-5_POA_Example.pdf

Maintenance inspection
The heavy-duty maintenance is often hidden behind the scenes.
Heating, Ventilation, and Air Condoning (HVAC)
Electrical infrastructure
Plumbing
Kitchen & Dining
Exterior and Landscape
Maintenance inspection
Refrigeration
Elevators
In-room TV service
Phone Lines
Staff Computers
Internet and WiFi
Room Furnishings
Lighting Fixtures
Paint/Wallpaper
Carpeting/Flooring
Three types of maintenance
Preventative maintenance
Reactive maintenance
Major projects
Customer relationship management and
enhancing the customer experience
Customer journey map – touch points
Newsletter
Instagram, Twitter, FB
CRM systems to keep the client’s database
Balancing business objectives with
sustainable management
Sustainable development
ECO initiatives i.e. energy efficient supply, water reduction, solar
panels, eco friendly development, introducing electric cars, banning
non-LED light bulbs and seeking to eliminate plastics.
Corporate social responsibility