INTRODUCTION TO RESORT E BOOK

CHAPTER 5
RECREATIONAL ACTIVITIES IN RESORTS

5.1 WHAT IS RECREATIONAL ACTIVITIES IN RESORT

Recreational activity is anything that is stimulating and rejuvenating for an
individual. Some people may enjoy nature hikes, others may enjoy playing the guitar. The
idea behind these activities is to expand the mind and body in a positive, healthy way.
The best reason to take part in these activities is that they will slow the aging process by
helping to lessen or eliminate stress. A dictionary describes “recreation” as “the fact of
people doing things for enjoyment, when they are not working”. (Hiroharu Kamioka,
Kiichiro Tsutani, Minoru Yamada, Hyuntae Park, Hiroyasu Okuizumi, Takuya Honda, 2013).
Stebbins (2012) describes recreation as activities which provide personal satisfaction and
in which one can use her or his own skills and abilities, and participate in her or his free
time, willingly, with no obligation (Nurullah Emir Ekinci & Cetin Ozdilek, 2019).

Recreation is a leisure activity which is an important part of human biology and
psychology. Recreational activities are generally performed for the purpose of fun,
amusement, pleasure, or health advantages. Recreation is defined as time spent doing
something one enjoys with the goal of feeling rejuvenated. It's a welcome change from
the monotony of everyday life. It's a refreshing shift from the stereotypical way of life.
Recreational activities provide enjoyment because they allow people to do something
they enjoy. Indoor and outdoor activities are the two types of recreational activities.

Any indoor or outdoor physical activity, sport, team sport, or game, whether
organised or disorganised, conducted for the purpose of exercise, relaxation, diversion,
education, or pleasure, including practise or instruction in any such activity, is
characterised as recreational activities. Furthermore, outdoor recreation is defined as a
recreational activity in which a person spends their leisure time by engaging in activities
such as backpacking, hiking, camping, kayaking or sports activities to get away from their
daily routine. In addition, outdoor activities may include team sports games or group

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activities. Consider a recreational activity or outdoor adventure when the activity involves
physical challenge, fun or risk, such as hiking.

Finally, recreational activities can be divided into two categories which are indoor
and outdoor activities. Such activities have a major psychological impact on humans.

5.1.1 Justify Recreational Activities

Every resort has an affiliated recreational activity for guests to enjoy during their
stay. It depends on the location, the star rating of the resort as well as your budget. For
examples, recreational activities such as snorkelling or diving near the ocean bed, fun
fishing and jungle trekking, all that could be done in Pulau Redang Resort. Recreation is a
fundamental component of life that allows a person's body and mind to be refreshed and
rejuvenated. Recreational activities aid in relaxation and the reduction of the impacts of
work-related and interpersonal pressures. Recreational activities can increase a person's
confidence by giving him a sense of success and pride when he succeeds at a sport or
another leisure activity. Individuals can also improve their communication, time
management, motivating, and disciplinary abilities through these activities, which they
can subsequently apply to their careers or personal relationships. Regular recreational
activities can aid a person's health.

In conclusion, recreational activities can help people learn new skills, test stamina
and endurance, and participate in social activities. recreational activities are also
frequently used as a setting for education and team building. Recreation and leisure are
a subset of tourism and hospitality. The word “recreation” can be defined in several ways
depending on individual’s perspective. Recreation could be described as involving the act
of watching television, attending an opera, base jumping, mowing the lawn, visiting the
zoo, listening to music, visiting a drinking spot for some chilled drink, visiting a restaurant

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to eat a palatable dish. The paramount point to note is that recreation is an activity which
does not occur in isolation but must take place in a place and possibly with the aid of
some facilities or amenities. Khalilah Abbas (2001) has defined recreation as activities
carried out on leisure time is done voluntarily and will usually result in satisfaction and
serenity. Next Khalilah Abbas (2001) also sees recreation as an activity done in his spare
time. According to him, recreation is a way for individuals relieve tension after work, by
doing activities that bring relaxation and energy recovery. Whereas for Neumeiers (1936),
stated that the recreation is an activity done for oneself, without expecting any reward,
on the contrary. The activities performed are free, spontaneous and entertaining. Some
activities are performed driven by interest and providing immediate.

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i. GOLF

Golf is a cross-country sport in which a player uses a variety of clubs to hit a tiny ball into a
number of holes on a course from a succession of starting locations (teeing grounds). The
golfer who makes the fewest strokes to hole his ball is the winner. Although evidence today
shows that early variants of golf were initially played in the Netherlands and subsequently
in Scotland, the roots of the game are difficult to pinpoint.
The game grew in popularity across the world, notably in the twentieth century, from a fairly
obscure antiquity. On the European continent, little is known about the early game's favorite
sites, but in Scotland, golf was initially played on shoreline links with their crisp turf and
natural hazards. Play on downs, moorland, and parkland courses began much later in the
game's growth. Golfers compete at many levels, from casual games to highly satisfaction
(Nur Afiqah Rasyidah Abdul Gaffar &, Amey Rozalina Azeman, 2021) publicized professional
competitions. Despite its allure, golf is not a game for everyone; it demands a high level of
ability that can only be developed through patience and commitment.

Figure 5.1: Gold Course, Palm Resort

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Despite the fact that golf tourism has been a major contributor to the country's tourism earnings,
little is known about golf visitor’s preferences for golf location qualities. The goal of this study is
to categories golf tourists based on their level of golf specialty, as well as to look at their
demographics, travel habits, and destination attribute preferences. Data was collected from 416
players in six different golf facilities around Peninsula Malaysia using a convenience sample
approach. The survey found that the services and the reputation factor were the two most
significant general destination features for most golf tourists.

However, the facility aspect was the most essential factor for the high golf specialized group,

followed by services. Course condition, service & aesthetics, logistics, and course design were

recognized as four major criteria in golf course attribute preferences. This research contributed

to a better understanding of the travelling golfer's specialized market. It can also be used to help

with tourism-related decisions like destination development and supporting services, product

Aside from that, data was collected from 149 positioning, advertising, promotions,
golfers visiting a nearby Golf and Country Club and packaging.
using the convenience sampling approach. During
the data gathering procedure, self-administered
and customized questionnaires were delivered. The
obtained data was subjected to factor analysis, and
five underlying variables of golf resort service
qualities were identified: "lodging," "food,"
"environment," "accessible," and "activity." The
golf resort service characteristic was discovered to
have a substantial link with customer satisfaction
using Pearson's correlation analysis. The findings of
this study are useful for golf resort operators in
developing employee training and marketing
strategies to improve customer satisfaction with
golf resort services.

Figure 5.2: Golf Ball

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5.1.2 Differentiate indoor and outdoor activities

When it comes to activities, what is the
difference between indoor and outdoor?

The solution is straightforward.

Indoor activities take place inside a defined
space. They are restricted by the constraints of
the location where they are held, as well as the
number of individuals who participate in the
activities.

Outdoor activities take place in a natural
setting. It might be a green space on a home
or being in close proximity to nature. Activities
might become more fascinating for the entire
team when they are carried out overseas.

Despite any weather restrictions, the teams
interact and participate more fiercely outside,
maybe as a result of leaving their "comfort
zone."

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ii. GAMING
Game types include:
a) Legalized Gambling
Gambling is legal in most places. The legal age to participate in state lotteries and
horse races is normally eighteen. In most states, casinos, video poker, and social or
charitable gambling are legal. However, video poker and other devices, such as slot
machines, may require a person to leave the state in order to operate the game lawfully.

Figure 5.3: Poker Game Card Ranking

b) Tabletop Games
What exactly is a tabletop game?
Tabletop gaming is a wide word that refers to practically any physical game that can

be played at a table, including: Traditional card games such as Euchre and Bridge;
innovative card games such as Uno (and its many descendants) or Sushi Go; board games
such as Monopoly, Catan, and Terraforming Mars; and a vast range of specialty games

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Figure 5.4: CHESS Game

c) Video Games

What is a video game, and how does it work? A video game is interactive digital
entertainment that you can "play" on a computer, a game console (such as the Xbox or
PlayStation), or a phone or tablet, to put it simply. You may now go because class is ended
and we've completed our work. That very much sums it up — yet that's not a very fair
description of what's going on here because of Tom Clancy's split.

Figure 5.5: PC GAMES - DOTA 2
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d) Traditional Games

Traditional Malaysian Games Traditional games are plentiful in Malay civilization. These
games are typically played in spare time. Traditional games are quite popular among rural
residents. Our forefathers have been playing it since they were children. Most traditional
games are no longer played by youngsters since they are more interested in playing
computer games. However, some youngsters in rural areas continue to be interested in
playing traditional games. Congkak, Wau, Gasing, Batu Seremban, and other traditional
games are among the most popular among youngsters. There is no question that Malay
traditional games are a precious cultural legacy that cannot be replaced since they
represent our customs and culture. and identity of one nation.

Figure 5.6: Baling Guli

e) Tennis and Squash

The groundstrokes are the basic of all play in tennis. To balance the skill aspect of
hitting ground stroke, the player has to equally develop both forehand and backhand.
The basic backhand stroke is easier of the two strokes (forehead vs backhand) to hit
mechanically, yet it is the stroke that most players fail to execute successfully during
competition. Jimmy Connors, Michael Chang and Maria Sharapova are tennis icons
who are successful in using the double handed backhand. However, the success of

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single handed backhand players like Emily Mauresmo, Justin Henin and Roger Federer
to name a few at international competition have prompted the researchers to study
and compare the effectiveness for both backhand techniques (Tajul Arifin
Muhammad, Akram Abdul Rashid, Mohd Radzanu Abd Razak, Norlena Salamuddin,
2011).
Squash is an indoor game that is the second faster racquet games if compared to
badminton and tennis It is a complex sport that requires superior coordination,
endurance, speed and power (David,1992). Cardiovascular endurance, local muscular
endurance, speed and speed endurance are collective referred to as the energy
system demands critical to a sport of squash (Wollstein&Ellis,1995). Squash game puts
a high demand on physical fitness of elite players which requires a quick development
of high force, rapid change of direction and fast reaction, Squash at elite level has
been reported as being predominantly aerobic with a major speed (lactic anaerobic)
component and a small but variable lactic acid(anaerobic) component (Sharp ,2018).

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5.1.3 DIFFERENTIATE INDOOR AND OUTDOOR ACTIVITIES

a) Snorkeling

Snorkeling is one of those things that you either know a lot about it or can’t
tell the difference between snorkeling and scuba. To get you started, we’ve
broken it down for you. Snorkeling is an underwater activity that involves a
breathing tube. A mask is a common add-on so you can actually see underwater.
It’s designed so you can explore underwater canyons and vivid green moss
without having to worry about breathing it’s all sorted out for you. Plus, it’s so
simple almost anyone can do it. All you need is a mask and snorkel tube, then it’s
time to hit the water.

Snorkeling is an activity in which a person swims using a mask, snorkel and
swimming aids such as fins, but without using self-contained underwater
breathing apparatus (SCUBA). Snorkeling includes both snorkel swimming and
snorkel diving. Snorkel swimming is snorkeling on the surface of the water.
Snorkel diving however, includes breath-hold diving and swimming below the
surface.

Note: ‘Snorkeling’ does not include activities in a swimming teaching program
where masks and snorkels may be used incidentally as part of the program.

b) Environment

Water environments- Snorkeling activities are undertaken in unique and
diverse marine and coastal environments. These natural venues require sensitive
use and management. These environments offer opportunities for personal
challenge and reflection as well as for studying unique flora and fauna, however
they are very susceptible to long-lasting damage from human activity. A wide
range of environmental factors need to be considered when planning snorkeling

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activities. These include the location, size, depth and turbidity of the body of
water; the strength of tides and currents; the presence and power of waves; and
the temperature of the water. When preparing for snorkeling, staff should
consider ways to minimize the environmental impact of the activity.
LEARN HOW TO BREATHE?

Breathing through a tube is not exactly like normal breathing! You’ll have
to get used to getting less air than usual. You’ll need to keep your breath at a
steady pace. Practice keeping your breath calm and stable. You can try breathing
at home. Make sure you’re in a quiet place where you won’t be interrupted. Then
take a large breath, and imagine filling your lungs up with air. Picture filling up
your diaphragm (in the middle of your torso), then chest, then the top of your
torso. Your lungs are more likely to be filled up to capacity. This will help train your
lungs to expand with air properly

Figure 5.7: Snorkeling and Diving

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5.2 TOP 10 BEST SNORKELLING SITES IN MALAYSIA
a) Pulau Redang, Terengganu
This bustling tropical paradise may be known for its vibrant beaches and
nightlife, but did you know it also a very popular snorkeling destination? Being one
of the nine protected islands dotting the South China Sea, its underwater flora and
fauna are well-protected and extremely breathtaking, making it a great place to
kickstart your snorkeling adventures. You may even get to meet the island's
resident sea turtles, stingrays and baby blacktip sharks while you're here.

b) Pulau Langkawi, Kedah
Langkawi Island is a sunny tropical paradise and a charming spot for an exciting

vacation. Its jungle clad hills, sandy beaches and duty free chocolate aren't the
only things to look forward to here, don't miss out on snorkeling in the crystal clear
waters, where you'll come across exotic coral reefs and marine life like moray eels,
clownfish, and baby reef sharks. Some of our favorite snorkeling spots here
include the Payar Island Marine Park and Beras Basah Island.

Figure 5.8: Pulau Redang, Terengganu Figure 5.9: Pulau Langkawi, Kedah

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c) Pulau Sipadan , SABAH

Sipadan Island is a little island in Sabah that gained protected status in 2002
and is known as one of the best diving and snorkeling spots in the world. You'll
need to hop on a plane, a car, then a boat to get here, but trust us when we say
the bumpy journey will be worth it. The island shut down all its resorts to preserve
its delicate ecology years ago, so you best believe you'll witness phenomenal coral
reefs while you're here, as well as an abundance of marine life and impressive
biomass.

d) Pulau Mabul , SABAH

Another island famous worldwide among snorkeling enthusiasts, Mabul Island
is another jewel in Sabah that offers rare-sighted marine life. Often visited along
with Kapalai Island (and Sipadan Island), a snorkeling experience here will bring
you up close with an abundance of underwater creatures, including blue-spotted
stingrays, whale sharks and the jay fish. The opportunities for beautiful
underwater photography are practically limitless here.

Figure 5.8: Pulau Sipadan , Sabah Figure 5.9: Pulau Mabul , Sabah
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e) Pulau Tioman , PAHANG

Tioman Island is a densely forested paradise blessed with crystal clear
waters and spectacular coral reefs making it a popular destination for those looking
for a snorkeling adventure. The island is home to various highly recommended
snorkeling locations, including the shallow Renggis Island site where you'll meet an
abundance of pufferfish, yellowtail fusiliers and more. Be sure to traverse the other
snorkeling sites here as well, equally rich with marine life, including moral eels, sea
turtles and colorful sea slugs.

f) Pulau Rawa , JOHOR

Unwind and feel your worries slip away at Rawa Island, lovingly known as
the Maldives of Johor (and owned by the family of the Johor Sultan). Snorkeling
like you've never before and discover the island's well-preserved reefs, the home
of many giant clams and various of other coral clusters. This seaside paradise is also
where you'll find colorful schools of fishes such as the rabbitfish and triggerfish

Figure 5.10: Pulau Tioman , PAHANG Figure 5.11: Pulau Rawa , JOHOR
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f) Tun Sakaran Marine Park , SABAH

Located at Pulau Sibuan, the calm waters and high visibility in this site makes it
perfect for snorkeling adventures. Get up close and personal with sea turtles, various reef
fish and more ,the marine park itself has over 700 different species of sea life, so you
know a visit here will surely not disappoint.

g) Pulau Perhentian, TERENGGANU

Perhentian Island is divided into two islands - Pulau Perhentian Kecil (perfect for
budget travelers) and Perhentian Besar Island (great for honeymoons and romantic
getaways), but no matter what kind of trip you're planning for, you're definitely in for a
memorable snorkeling experience here! Known for its

Figure 5.11: Pulau Perhentian Figure 5.12: Tun Sakaran Marine Park , Sabah

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h) Pulau Kapas , TERENGGANU

Kapas Island is a hidden gem off the coast of Terengganu there's literally a small
island called Gem Island (Gemia Island) here! Lined with idyllic beaches and great
swimming sites, this island is sure to meet your definition of a tropical paradise. There are
several hidden spots perfect for swimming and snorkeling here, meet beautiful marine
life such as the moon wrasse, needlefish, blue ringed angelfish, and if you're lucky, you
can even catch sight of turtles and harmless sharks on your swim.

i) Tunku Abdul Rahman Marine Park , SABAH

Across the waters from Kota Kinabalu is the Tunku Abdul Rahman Marine Park
(also known as TAR Marine Park). Located on the western coast of Sabah, the marine park
is made up of five islands and is known for its numerous snorkeling and diving sites with
reefs that are home to impressive marine life. Magnificent sharks, turtles and rays also
frequent the area, so you may get a chance to spot them too.

Figure 5.13: Pulau Kapas Figure 5.15: Tunku Abdul Rahman Marine Park

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5.3 PERFORM MARKETING SKILLS IN GIVING RECOMMENDATION OF SUITABLE
ACTIVITIES TO GUESTS.

What Is Marketing?

The American Marketing Association (AMA) recently updated its definition of
marketing to "the activity, set of institutions, and processes for creating, communicating,
delivering, and exchanging offerings that have value for customers, clients, partners, and
society at large” (AMA, 2013). Based on Chartered Institute of Marketing (2015) stated
the marketing is the management process responsible for identifying, anticipating and
satisfying customer requirements profitably.

What Is Digital Marketing Skill?

The first approaches to digital marketing defined it as a projection of conventional
marketing, its tool and strategies, on Internet. Satya (2015) defined it as ‘online
marketing’, ‘web marketing ng’ or ‘internet marketing’. The term digital marketing
became popular overtime, especially in certain countries. In the USA online marketing is
still prevalent, in Italy is referred as web marketing but, in the UK, and worldwide, digital
marketing has become the most common term, especially after the year 2013.Digital
marketing is a broad term that encompasses all marketing channels and methods you can
use to promote products or services on the Internet but also on electronic devices such
as TVs, mobile phones and electronic billboards. More than that, digital marketing has a
different number of channels.
Accordingly, channels are separated
based on online and offline marketing
circumstances (Wirtz & Kum, 2001).

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The first approaches to digital marketing defined it as a projection of conventional
marketing, its tool and strategies, on Internet (Otero and Rolan, 2016). Satya (2015)
defined it as ‘online marketing’, ‘web marketing’ or ‘internet marketing’. The term digital
marketing became popular overtime, especially in certain countries. In the USA online
marketing is still prevalent, in Italy is referred as web marketing but, in the UK, and
worldwide, digital marketing has become the most common term, especially after the
year 2013.

Digital marketing is a broad term that encompasses all marketing channels and
methods you can use to promote products or services on the Internet but also on
electronic devices such as TVs, mobile phones and electronic billboards. More than that,
digital marketing has a different number of channels. Accordingly, channels are separated
based on online and offline
marketing circumstances
(Skandrani & Kamoun,
2014).

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Activity 5.1: Indoor and Outdoor Recreational Activities in Resort
Instructions: Please scan QR Code and explain the YouTube show on the padlet
template

https://www.youtube.com/watch?v=TPYGlbF
8IZc

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CHAPTER 6
SECURITY RESORTS

6.1 ANALYSE THE RESORT SECURITY

Through the understanding by Jay Palter (9
April 2020) that safety as a condition is the degree of
resistance, or form of protection, to danger. Then, it
applies to any vulnerable and valuable asset, such as a
person, dwelling, community nation, or organization.
Furthermore, Jay Palter stated that the resort's security is very important because it
has no bearing on customer service. Some of the hotels consider that to be a challenge
because they think that safety and service are opposites to them. The business
advisory firm Deloitte agrees that finding the right balance of customer service and
security is essential for the long-term sustainability of hotels. To help the company get
a complete picture of the hotel security program we’ve developed a top-to-bottom
hotel safety and security checklist. It walks you through 12 major aspects of hotel
security that the company will want to evaluate. That security resort is the readiness
of small -scale tourism businesses and resilience to crisis among resort destinations in
the coastal areas of Sabah. However, these small authorities have experienced crises.
The majority of them do not have a crisis management plan. So that safety at the
resort is very important. The results also show that micro -sized resorts are less likely
to face a crisis, compared to medium -sized ones, mainly due to the lack of operational
crisis management practices. Meanwhile, financial constraint was mostly mentioned
as the hindrance factor for not adopting the crisis preparedness measures. This study
hopes to provide meaningful insights for tourism specific initiatives that complement
to existing disaster management policy as well as to small resort operators to consider
a formal crisis management plan for long term business sustainability (Noor Fzlinda
Fabeil et.al 2018).

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6.2 TYPES OF FACILITY PROTECTION
The hospitality industry is always under the threat of criminal activities due to

its lucrative nature. This is why offering safety, comfort, and customer satisfaction are
the most crucial things in the hospitality industry. This industry has to comply with
various health and safety regulations. There are numerous factors that differentiate
an excellent hotel facility from an average one.

6.2.1 Video surveillance system
In order to keep visitors, secure and comfortable, practically every resort

today has video surveillance systems. However, some have lodges or resorts in the
wilderness without camera monitoring equipment. It's actually a poor idea to skip
having a video surveillance system only to save
money. According to Siti Nur Zulaikha Azlie (2018), this
method is crucial for travellers. He argued that the
resort’s reputation could fall due to the disorganized
management of the video surveillance system. For
instance, if some customer property is lost and investigators are unable to pin down

the culprits, it would negatively affect the
resort's image.

Figure 6.1: Video surveillance system

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6.2.2 Alarm Systems
There are different types of alarm systems that can be equipped in hotels such

as local alarms, contact alarms, and remote alarms. Local alarms may serve as
deterrents, as they are not hard-wired to a central monitoring location. An example
of a local alarm system that is integrated with the panic hardware on a fire exit – when
the exit door is opened, the circuit is broken and the alarm gets triggered. Contact

alarms are hard-wired to a central
point. Most silent alarms are always
hard-wired to a central point are
usually equipped in cashier areas,
storerooms, and other areas. The
alarm is silently transmitted to the
telephone room, a private security service provider, or the police department. The
culprit won’t even realize and the on-premises personnel will be alerted. Remote
alarms typically rely on some sort of transmission. For example, the more elaborate
radio waves, microwaves, and photoelectric light.
Microwave detectors are active units designed to
detect motion through the transmission and reception
of electromagnetic energy.

Figure 6.2: Alarm Systems

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6.2.3 Sprinkler systems and carbon monoxide detectors.

Sprinkler systems are mandatory in establishments having four floors or
higher. Sprinklers can little and much control fire incidents with the help of which
security personnel can direct and bring guests to a safe place. Carbon monoxide is
most dangerous gas generated in any combustion. It is generally produced as a by-
product of a malfunctioning water heater, HVAC unit, kerosene heater, coal boiler, or

any other petroleum unit. Its hazardous nature can cause
deaths, hence, installing
carbon monoxide.

Figure 6.2: Sprinkler Systems

6.3 IMPORTANCE OF RESORT SECURITY

Based on Prince Kumar (2020), the importance of resort security is the guest, who
comes to a particular hotel, comes with the understanding that he and his belongings
will be safe and secure throughout his stay at the hotel. At the same time, hotel staff
and assets are also important to be protected and safe. Therefore, it is very important
to have a proper security system to protect staff, guests and physical resources and
assets such as equipment, appliance buildings, hotel gardens and even guest property.

The management must take care that the Safety and Security systems cover the
following areas:

a) Guest: Protection from crimes such as murder, abduction and health
hazards from outsiders, hotel staff, pests, food poisoning etc.

b) Staff: Providing staff lockers, insurances, health schemes, provident
funds etc. Protective clothing, shoes, firefighting drills, supply of clean
drinking water use of aqua guards, sanitized wash rooms etc.

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c) Guest luggage: Secure luggage store rooms and proper equipment such
as luggage trolley and bell hop trolley should be provided.

d) Hotel Equipment: Lifts, Boilers, Kitchen equipment, furniture fitting and
building etc. must be protected and for these the Safety and Security
should cover up fire safety equipment, bomb threat security system,
water floods security system, earthquake security system, safe vault
safety and security system etc.

e) Protection of raw materials, goods, provisions and groceries etc. For this
the safety and security system should cover proper storage and pest
control systems, apart from the application of total material
management system.

f) Protection of Funds:
 Only one person should have access to each cash bank and each bank

should be in a separate drawer.
 All transactions should be recorded immediately.
 The cashier should close the cash register drawer after each

transaction.
 Cashiers should complete transaction in process before changing

currency into different denominations for the guests. Each change
request should be handled as a new transaction to avoid confusion.
 A supervisor or a member of the accounting division should
occasionally conduct an unscheduled audit of front office cash
registers.
 The hotels should have a policy that states where employees should
place cash during a transaction (Prince Kumar,2020) .

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6.4 STANDARD OPERATION PROCEDURES IN MAINTANING SAFETY

A standard operating procedure (SOP) is a set of written instructions that
describes in detail how to safely perform work involving hazardous materials
(biological, chemical, radiological), hazardous equipment or hazardous operations.

6.4.1 Determine basic security tools and equipment

Financial

a. Use and care for company resources and equipment carefully, following
b. Departmental and company policy and SOPs, including cleaning of and

storage
c. Of tools and equipment.
d. Use materials and products in accordance with standard recipes and
e. Measurements to minimize waste.
f. Return all company items to their correct storage place following use.
g. Promptly report any maintenance issues or breakage of company resources,
h. Tools and equipment to your manager.

6.4.2 A guide to safety equipment used in the hotel industry

a. Smoke detectors
Most hotels still insist on installing this basic safety equipment. While there
are advanced automated smoke detectors that are flooding the market now,
the traditional ones when kept in good condition can serve the purpose too
for smaller hotel units. Smoke
detectors should be placed in
corridors, storerooms, under
stairways, guest rooms, public
areas and storage spaces.

Figure 6.3: Smoke detectors

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b. Fire extinguishers.

Figure 6.4: Fire Extinguishers There is a reason why every property has
a fire extinguisher. When it comes to the
hotel industry, it assumes even more
importance. Fire extinguishers are made
to control and extinguish small fires.

Installers generally follow a nationally recognized standard that dictates what
type of fire extinguisher should be installed, depending on the location and size.
This is why corridors often have units fit for extinguishing paper and other
combustibles while kitchen areas have units designed to put out grease fires.
There are four types of fires a hotel or any other lodging property should always
be prepared for.

Class A fire involving ordinary combustibles
Class B fire involving flammable liquids
Class C fire involving electrical equipment
Class K fire involving cooking oils and fat

c. Sprinkler system

The New Year fire that took place in

very famous hotel in Dubai set ripples

in the hotel industry. While there were

many causes and conclusions that

Figure 6.4: Sprinkler systems were debated and discussed, it did
bring focus back to the all-important

sprinkler systems in hotels. Sprinkler systems are now mandatory in establishments

that are four stories or higher, according to the Hotel and Fire safety laws in many

countries. Most jurisdictions however insist that all new construction, commercial

occupancy facilities must have full sprinkler systems, irrespective of their height.

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Sprinklers can put out a build-up of fire quickly before it spreads throughout the
hotel and causes panic and hysteria. In fact, a well administered internal fire
security system is what protected the fire from catching on in the interiors of
Address Downtown in Dubai, while the facade blazed on.

d. CCTV camera

Figure 6.5: CCTV camera So, you may be wondering why this made it
to the list, when it is so all-pervasive in the
hotel industry. It is indeed true that all
major hotels across the world are equipped

with CCTV cameras. However, there are still some individual units, nature resorts
(that attempt to keep all electronic devices away) that refrain from employing CCTV
cameras. An American couple reported theft of precious jewellery from a well-
known nature resort in Koh Samui in Thailand. However, the investigations could
not prove anything with conviction as the property did not have any CCTV cameras
installed.

e. Carbon monoxide detectors

Carbon monoxide is the most hazardous gas generated in any combustion. It is

usually a by-product of a malfunctioning water heater, kerosene heater, coal boiler

or any

other petroleum unit. The properties of carbon monoxide are such that it cannot

easily be detected. It is not odorous or

visible. However, its hazardous nature can

also cause death. Presence of a carbon

monoxide detector thus becomes

imperative in high population density

facilities. Figure 6.5: Carbon monoxide detectors

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f. Danger and safety instruction signs.

According to OSHA, there are three types of accident prevention signs. Danger
signs indicate all danger areas like restricted areas, areas on fire, emergency exits
and the like. The second accident prevention signs are Caution signs which are
usually indicated by yellow. They are used to indicate possible hazards like slippery
floors, unsafe stairways and areas of construction. They are used to alert anyone
of possible danger. The third type of accident prevention signs are the safety
instruction signs which basically are instructions to users regarding using certain
areas or facilities safely.

Figure 6.5: Danger and safety instruction signs

The term system implies the operations of the hotel example: all the equipment used
for operation, procedures laid down for operations and policies to be followed.
Systems procedures and policies if followed properly shall safeguard the assets and
increase life span of equipment as well as avoid any breakdown maintenance
This would mean the following:

 Fix duties and responsibilities: Fix duties of staff members so that they don’t
interfere with others’ work.

 Make surprise checks.
 Staff who have access to liquid assets should be made to sign a bond so that in

case of theft. The concerned person can easily be caught.

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 Hiring of some independent security company to check the security system of the
hotel.

 Record of all losses and missing items immediately.
 Inventory control should be proper.
 Auditing should be done on a regular basis.
 Proper system for cash disbursements should be made.

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REVIEW QUESTION
In a group, please assign:

• Create an emergency lane / way for fire break
• Innovate a security tool that can apply in a resort
• Explain both of the assignments in your class
Present and elaborate your findings in class.

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CHAPTER 7

CONTEMPORARY TREND AND
FUTURE OUTLOOK OF GLOBAL

RESORTS INDUSTRY

7.1 HOSPITALITY INDUSTRY

Hospitality means providing service to others, as well as demonstrating consistent
excellence and quality. It should also mean profitably providing value at any price level, while
demonstrating your own unique points of distinction. Most of all, hospitality should be a
“place”, where people can still be exceptional individuals and they can extend their own
personality and style. The hospitality industry is part of a huge group of companies known as
travel and tourism industry, which provides the necessary or desirable goods and services to
travellers. The hospitality and tourism industries are the largest and fastest-growing
industries in the world (Mmutle & Shonhe, 2017).
The travel and tourism industry is composed of five parts:

a) The tourism lodgings (hotels, motels, camps, cruise ships),
b) The transportation services (ships, airplanes, trains),
c) Food and beverage operations (restaurants, bars, taverns, catering),
d) Retail stores (gifts, souvenir, arts/crafts shops)
e) The activities (recreation, educational trips, business, festivals, sport events),
The hospitality industry includes the tourism lodgings, the catering companies, as well as the
food and beverage departments operating within the lodgings. Tourism lodgings stand out
among other travel and tourism companies because they offer their guests overnight
accommodation, food and drinks, recreational activities and more.

77

7.2 THE CHARACTERISTICS OF THE HOSPITALITY

 It is a truly unique and fun workplace and diverse in the scope of responsibilities that
one can attain.

 It is an industry with many career options and a source for a respectful income.

 Its outstanding dimension is the orientation towards guest satisfaction at ultimate
level.

 It offers intangible and perishable products (if for example 25 rooms are not sold on
a specific night, their revenues will be lost for ever).

The hospitality businesses make continuous efforts for maintaining a positive image
along with great guest service. It appears that quality service is the basis to industry
success. Thus, those organizations that focus on quality become the leaders for on-
going guest satisfaction, creating loyalty and influencing.

7.3 CURRENT TRENDS IN HOSPITALITY AND TOURISM GLOBALIZATION
Nowadays in the globalization, people more than ever travel freely around the

world. The international tourist arrivals from 674 million in 2000, reached the 797 in
2005 (increased by 18.25%) and the 940 million in 2010 (increase 39.46% in relation
to 2000 and increase 17.94 in relation to 2005). Respectively, the international tourism
receipts (global tourism expenditure) from 475 billion US dollars in 2000, reached the
679 billion in 2005 (increased by 42.94%) and the 918 billion in 2010 (increased by
93.26% in relation to 2000).

The industry’s concern with security has increased greatly due to several
terrorist attacks worldwide, as well as because of tourists’ kidnappings, robberies and
assaults. Security of all types of hospitality and tourism operations is critical and
disaster plans should be made for each kind of threat. Personal safety of guests must
be the first priority (Walker, 2010). Increased security measures exist in all the
international airports and most airline companies have upgraded their security

78

measures by investing millions of dollars. Moreover, they make plans in order to
exceed the requirements of the airline industry through technology advancements
(Hall et al, 2003).

The tourism and hospitality industry is among the most diverse of all industries
in terms of employee population and groups of guests. Hospitality and tourism
present a unique opportunity to understand new cultural experiences for both
employees and the tourists. It is
important for the personnel to
understand and appreciate different
cultures in order to enhance the
nature of their interactions with
tourists of different cultures, religions,
races, colours, ages, genders and
sexual orientations. It is for this reason
that businesses plying their trade in this industry must endeavour to train their
personnel to appreciate and accommodate people from diverse backgrounds around
the world. As such, diversity not only facilitates easy understanding of different
cultural, social and economic perspectives but enhances the delivery of satisfactory
services as well, through communication and observation (Merchant, 2011). The Table
1 shows the employment over the years 2000-2010 in the global travel and tourism
industry.

As global competition and
market consumption change the
expanding service sector, quality
plays an increasingly essential role
in both attracting and retaining
service customers (Helms and
Mayo, 2008). Service quality and
the degree of satisfaction derived
from service quality are becoming
the most important differentiating factors in almost every hospitality environment

79

(O’Neill and Palmer, 2004). For the hotel industry, the increasing competition and
expansion of unique services and convenience has forced hoteliers to continuously
search for the competitive advantage (O’Neill, 2005). Service is at the top of guests’
expectations, yet few companies offer exceptional service. World-class service does
not just happen; training is important in delivering the service that guests have come
to expect (Walker, 2010).

Technology is a driving force of change that presents opportunities for greater
efficiencies and integration for improved guest services. Technology has become a
tourism business activity in development of strategic resources and is considered as a
tool to increase competitiveness. Effective use of information technology can make
significant operational improvements. Advanced software and communication tools
allow enlarging operational efficiency, for example, orders may be made better, faster
and cheaper. In addition, decision-making through decision support tools, databases
and modelling tools assist the manager’s job. Thanks to expert systems, sophisticated
expertise can be met by any manager (Romanovs, 2000). Technology changes the
tourism business rules.

More specifically:

 Information on all tourist services is available virtually from all over the world.

 Potential client can be any resident of the world.

 More territorial boundaries restrict the number of customers.

 Decision making turns into a tourism specialist in each component.

 Changes in customer service technology and service personalization occur.

 Marketing opportunities are expanding.

Technology on wireless communication systems enabling voice, text and data
communication among employees, managers, departments and guests is now being adapted
by hotels. Comprised of intelligent system software and lightweight, hands free or handheld
communication devices, these systems allow hotel staff to deliver the best customer service.
Examples of wireless communication solutions for the hospitality industry include

80

communication badges, food and drinks ordering systems, as well as devices that allow hotel
agents to check-in and check-out guests, process credit cards, print receipts and program
room keys anywhere in or nearby the hotel. Wireless technology offers, among others, the
following benefits for hotels and the quality of service they can provide to the guest: o
Increases staff productivity and reduces response time to satisfy guest requests. o Improves
overall guest satisfaction and service. o Increases efficiency for restaurants (bars, cafeterias,
etc.) and caterers by saving time, reducing human errors and by providing higher quality
customer service (Kannan, 2012).

81

Activity 7.1: Current Trends in Hospitality and Tourism Globalization

Instructions: Please find FIVE (5) words according to Current Trends in Hospitality and Tourism
Globalization

Globalization Security Diverse
Service Technology

GKT SUK SGRKT
LREA I KOPKKR
O HW S E R V I C E Y
BHQE K GG K PGT
A RD C K B V K PNU
LN I UK S S I TPD
I KVRS S KSCP J
Z CE I EGGKK FP
AHR T D RG S HX P
T C S Y S NO L OGL
I GEGAGGT BKK
OATGHB BBBKT
NT E C HNO L OGY

82

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Mustapha, M., Zawani Zulkifli, F., Khairil, A., & Awang, W. (2020). Enhancing Sustainability
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Hemdi, M. A., & Nasurdin, A. M. (2006). Turnover intentions of hotel employees: The role of
human resource management practices, trust in organization and affective commitment.
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Inbakaran, R., & Jackson, M. (2005). Understanding Resort Visitors through Segmentation.
Tourism and Hospitality Research, 6(1), 53–71.

Kannan, R. (2012). " Current And Future Trends In Tourism And Hospitality Management The
Global Level ". 2(September), 101–103.

Mmutle, T., & Shonhe, L. (2017). Customers’ perception of service quality and its impact on
reputation in the hospitality industry. African Journal of Hospitality, Tourism and
Leisure, 6(3).

Narkhede, P. A. (2014). Employee turnover in hospitality industries A study of service staff .
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Salehudin, M. S., Prasad, D. K., & Osmond, P. W. (2013). Challenges To Sustainable Resort and
Hotel Development in Malaysia. International Conference on Tourism, Transport and
Logistics, February 2013, 1–9.

Skandrani, H., & Kamoun, M. (2014). Hospitality meanings and consequences among hotels
employees and guests. In Advances in Culture, Tourism and Hospitality Research (Vol. 8,
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Wirtz, J., & Kum, D. (2001). Determinants of Membership Marketing Programs. Der Markt,
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e ISBN 978-967-2498-69-8

9789672498698

INTRODUCTION TO
RESORTS

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