ANLANTIC CITY CASINO RESORT, USA -Resort that offer simulations of well-known attractions and locations from around the world, the boundaries between gambling, shopping, entertainment and travel. Characteristic -Enjoy travelling with gambling activities. -Also consist of entertainment such as theater, show, luxurious dining and concert. -Enormous space. CASINO RESORT 44
AZUL IXTAPA BEACH RESORT & CONVENTION CENTER, MEXICO -Resort that contain full-sized luxury facilities with full-service accommodations and aminities, to attract business conferences Characteristic -Accommodate large group of people -One thousand-two thousand guest rooms, several restaurants, lounges, shops and mammoth banquet and meeting facilities. CONFERENCE RESORT 45
YOSEMITE NATIONAL PARK, USA -Resort that contain full-sized luxury facilities with full-service accommodations and aminities, to attract business conferences Characteristic -Accommodate large group of people -One thousand-two thousand guest rooms, several restaurants, lounges, shops and mammoth banquet and meeting facilities. CAMP SITE 46
ECO RESORT LAPA RIOS ECOLODGE AND WILDLIFE RESORT, COSTA RICA -An accommodations that have facilities intended to have minimal impact on the local environment. Characteristic -Offer exciting activity that focus on preserving the natural environment. -Teach teh guest on how to coexistwith naure. -Comprises with the green policies. 47
THEME PARK RESORT -A resort that features various attractions, such as rides and games, as well as other events for entertainment purposes,comprises with exciting theme. Characteristic -Purposely built for family vacation. -Facilities with full-ranges of top facilities in resort. -The various type of themes differentiate the resort. DISNEYLAND RESORT , HONG KONG 48
WRITE ON THE PADLET BELOW CAN YOU EXPLAIN THE THPES OF RESORTS ACTIVITIES YOU MUST WRITE YOUR NAME FIRST ON THE PADLET PLATFORM 49
GOOD TRY For Access me 50
CHAPTER 3 51
Personnel Organization and Human Relations Resort Facilities The Seasonal of Guest Turnover Guests’ Demand on Recreational Activities and Their Preferences 52
Personnel Organization and Human Relations 53
DEPARTMENTS IN RESORT RESORT MANAGER Sales and Marketing Department Financial Department Food and Beverage Department Front Office Department Housekeeping Department Support Department Human Resource Maintenance Sport & Recreation 54
Resort Manager Short term and long range planning. Maintaining a great image and providing high-quality service. Putting operational policies and processes in place. Maintaining maximum room occupancy through advertising, promotion, and accurate sales forecasting. Maintaining effective communication between all departments of the hotel. Ensuring that the hotel is adequately staffed and that the staff is properly trained, motivated, and supervised. Forecasting, planning, organising, communicating, and assessing are examples of management functions. 55
Sales Department Goals - to sell guest rooms and meeting space to large group. 56
Responsible for setting room rates, designing packages and marketing special event. Director of Sales Sales Manager Responsible for executive business traveller, who solicit account with local companies and major corporations in return for a reduced corporate room rate. Administrator who is organised, has strong guest relations, and works well with other departments. 57
Financial Department Accounting Controller / comptroller assisted by specialized managers and clerks. Account payable Paying bills account receivable or credit department – collect fees and payroll (wages). Assist with budgeting, setting spending limitations for hotels, and forecasting or estimating expected sales revenues. 58
Food & Beverage Department Purchase, preparation and sale of food and beverages. Consist of several separate areas 59
Food and Beverage Director Extensive knowledge of each these areas: -Food cost control -Menu development -Marketing -The selections of managers 60
FOOD & BEVERAGE DEPARTMENT FOOD PRODUCTION Executive Chef In charge of all aspect of food purchasing, production andstorage. Excellent culinary skills, good administrator and leader. Assisted by Sous Chef (under chef). Steward reported to chefwho oversee the entire washing operations - dishes, silver andglassware. 1. 2. 61
FOOD & BEVERAGE DEPARTMENT RESTAURANT Scheduling, payroll, hiring, training and purchasing supplies. Report directly to director or assistant director of food and beverage. Restaurant manager and supervisor work together to set annual budget, forecast sales and develop special promotions. Restaurant Manager 62
FOOD & BEVERAGE DEPARTMENT CATERING Responsible for booking and planning banquet food service events. When an event is booked, sales manager blocks guest rooms and catering manager plans the food functions. Resort catering is exciting - the hours is long, the job is stressful but the rewards are many. 63
FOOD & BEVERAGE DEPARTMENT Director of Catering Catering Manager Banquet Manager Supervise the work of catering /banquet managers Knowledge of food, wine, table setting and menu development also arrange for flowers and entertainment. Responsible service at all catering functions, hiring, schedules of waiters, oversees the banquet set up and carries out the service, solve problem and guest request. CATERING 64
FRONT OFFICE DEPARTMENT Computerized system linking front desk, reservation, housekeeping and sales. Director of front office operations - responsible for hiring and supervising the managers and employees. The most important department of a hotel : - First place to meet guest - The image of the hotel can be seen by the guest. 65
FRONT OFFICE DEPARTMENT To receive and register guest Welcome guest in pleasant manner To sell rooms/handle room and hotel special services To provide information, mail, key messages, service To show room to guest To receive payment Maintain a detailed inventory; accounting record of guest transactions, up-to-date records of the accommodation and the percentage of occupancy To deals with guest complaints To cooperate and maintain good relationship with other department. MAIN FUNCTIONS: 66
FRONT OFFICE DEPARTMENT FRONT OFFICE TERMINOLOGY Walk ins Cancellation No Shows Early Arrivals House Limits Overstays Under Stays Rack Rate Group Rate - A guest who arrives at a hotel without a reservation - Indicates the date when the resevation was manually cancelled - A guest who made a room reservation but did not register or Check in - Guest who are arrive early from the check in time - A limit assigned by the resort to guest company accounts -Guest who are extended their stay from their check out date - Guest who are check out earlier from their expected check out date - Full price is assigned each guest rooms - A discounted room rate has been assigned by the sales department 67
Responsible for cleaning all guest. rooms and public spaces in the resort. Supervisors assigned to one or more floors and responsible for checking the work of the guest room attendant. Room status report – available rooms. Housekeeping Department 68
To see rooms are in good conditions. To check cleanliness rooms and public areas. To check rooms, public areas and hotel sanitations. All requirement are present in rooms. Control the supply of linen and laundry items. Inform front office – rooms occupied, empty rooms, room ready for sale and room cannot be sold. Housekeeping Department Main Functions: 69
Main duties are to inspect the staff and see that they are clean and punctual. Delegate work and inspect all the public areas, elevator,bedrooms,bathrooms and public toilet to see they are properly maintain. Housekeeper should be –honest, systematic, cleanand loyal. Housekeeping Department Housekeeper: 70
To clean bedrooms, bathrooms and window. To make occupancy reports of room cleaned. To report to any changes in guest rooms. To keep surrounding area clean and safe. To record all extra items guest request and return upon checkout. Report any fault, damage or misuse of guest rooms. Report any items missing from the rooms. Handle key rooms responsibly Responsible for storage and accounts of linen and laundry items. Housekeeping Department Room Attendant: 71
Responsible for hiring and training new employees. Also insurance administration and payroll. Director of human resources assisted by supervisor, recruiter, benefits administrator and training coordinator. Employees usually have formal training in personnel management. Human Resource Department 72
Responsible for building’s physical up keep. Chief engineer has extensive background in building maintenance, supervise the plumber, painter, electricians and carpenters. Maintenance & Engineering 73
Resort Facilities 74
Primary segments to be served (Niche market) CONSIDERATIONS IN DECIDING RECREATIONAL / FACILITIES TO OFFER The nature of the resort Outdoor or indoor facilities Environmental constraints Acreage of land required Access for disabilities 75
RESORT FACILITIES GOLF TENNIS SKI MARINA/DOCK SPA 76
Locker rooms, restrooms, and showers Dining room & snack bars Short-order kitchen with pantry & employee restroom Golf pro’s office Pro shop Lobby Bar Lounge & card-playing area Area for club & cart storage, maintenance & repair ELEMENTS OF FULL-SERVICE GOLF COURSE GOLF COURSE 77
18 holes golf course Practice fairway Small putting green Maintenance building Golf course superintendents' office, restroom & shower Maintenance crew’s locker room, restroom & shower Repair shop & areas for equipment & material storage 1. 2. 3. ELEMENTS OF FULL-SERVICE GOLF COURSE GOLF COURSE 78
GOLF COURSE DEVELOPMENT COST • Lakes & water features • Drainage • Practice green • Car path construction • Bridge construction GOLF CONSTRUCTIONS COST • Architect’s fee • Permits • Financing • Rest station • Maintenance building Design & ArchitectureRelated Costs • Mowing equipment • Tractors and trucks • Maintenance equipment • Golf course accessories • General & hand tools Equipment-Related Costs 79
FACTORS AFFECTING THE PROVISION OF TENNIS FACILITIES Court design & orientation. Type of court playing surface – fast, moderately fast, slow. Possible demand for night tennis. Tournaments / other promotional opportunities. Length of the resort’s operating season. Land requirement. Weather patterns TENNIS 80
Advantages of Tennis Courts 1) Encourage socializing & generate revenue 2) Decrease the costs of landscaping 3) Allow for easier courts maintenance 4) improve management efficiency - courts reservation / player behavior 5) Optimize the scheduling of lessons & other tennis-related activities 81
ROLES & RESPONSIBILITIES OF TENNIS DIRECTOR Providing leadership in developing an innovative tennis program at resort Promoting & publicizing tennis to build the resort's image Inviting tournaments consistent with general management policy Developing & directing tennis-related activities to guests Controlling operating cost Managing tennis nrevenues ( playes fee, intructions fee, rentals ) 82
FACILITIES OF SPA & WELLNESS FITNESS ROOM JACUZZI ROOM SPA MASSAGE SPECIALIZED TREATMENT Indoor facility equipped with basic gym equipment such as treadmill, exercise bike, and weights. Open all day complimentary for guest use . For relaxation and sooth body Facial also available . Can be take place to set up kiosk at the beach and guest can enjoy view and sea breeze too . Manicuress, pedicures, and hairdresser. 83
The Seasonal of Guest turnover 84
Guest attrition, guest churn, guest defection The loss of clients or customers. The cost of retaining the guest is far less than acquiring the new one. Result : Guest will try to find new resort that suitable with the weather, needs and safety. Guest Turnover 85
Seasonal Monthly Annual Turnover is measured on : Upsetting customer with poor products or services also contribute to CHURN Guest finds better price/solution from a competitior Refer as CHURN RATE - percentage of resort's customer bas that leaves in a given period of time HIGH CHURN - damaging resort's revenue & profitability In order to reduce turover, resort should make improvement as major strategy 86
Guests' Demand on Recreational Activities & Their Preferences 87
Island Location/ Preference Golf Course Theme Park Health Snow Forest Island Resort Golf Resort Theme Park Resort Spa Resort Ski Resort Topical Rainforest Resort Type of Resort Demanded Recreation Activities Water Sport -Snorkeling -Scuba Diving Jungle Trekking Hiking Camping Ski & Cable Car Golfing Gaming Spa & Wellness 88
ACTIVITIES 89
CHAPTER 3 FOR ACCESS KAHOOT 90
CHAPTER 4 91
CONTENT The Roles and Function of Club Types of Club in Resort Management Club Membership in Resort 92
The Roles & Function of Club 93