39 4.4 SIGNIFICANCE OF CLUB MEMBERSHIP TO RESORT OPERATOR What are the roles of a resort operator? The main goal or function of a resort operator is to organize the services being provided to the customer, such as transportation and accommodations. The importance of club membership to resort operator. a) Can help spark economic growth in areas of high demand. Countries that are more inclined to tourism get a wealth influx from visitors who come and spend money on resorts, food, souvenirs and activities. b) Gaining the new perspective Venturing to a new landscape with new people can teach someone more than any picture book or movie could teach. To engage in a different atmosphere can change your whole perspective of the world and open your eyes to how different life is in places far from your hometown. c) Can protect the environment Operators have a corporate social responsibility to provide sustainable tour packages. Sustainability does not have to come at the expense of an amazing trip, a tour operator can plan in the customer’s and the world’s best interests.
40 What Club Get Back from Customer? ● From a club perspective, the development of these three membershipboosting factors can translate into a more sustainable club in the future. ● From a sporting angle, attracting the most focused and dedicated players will improve the overall quality of your teams. Better teams means more potential for success, a factor which plays directly into a strong club culture. ● Many succeed with years of dedicated service to your local community and you'll soon be attracting local talent and parents who want to see their child blossom at a club they can trust. ● Ultimately, developing these strong membership draws brings one thing every club needs – financial security. Members turn up to your club every week to spend their hard-earned cash. Without their consistent financial support, your club would be unable to continue serving the community both now and in the future (Inbakaran & Jackson, 2005). Benefit of guest activity program 1. Freedom 2. Perceived competence 3. Intrinsic motivation 4. Locus of control 5. Positive Effect
41 4.5 CLASSIFY BENEFITS OF CLUB MEMBERSHIP TO CUSTOMER What is customer membership ● Customer membership programs and rebate programs are initiatives sponsored by retailers and/or third parties that provide benefits to identified customers. The customer membership programs involve registering consumers and, optionally charging them a fee to receive special rewards. Benefit of club membership Being a member of a club helps you to make new friends, stay busy, and learn new things. When you've recently relocated to a new place, it's an excellent opportunity to meet new people. Here are a few of the advantages of joining a club that you might enjoy. a) New Friends One of the best benefits of joining a club is that you can make a lot of new friends. Clubs have a considerable number of members, so you're bound to hit it off with some of them. b) Increase Knowledge If you want to get into a new activity, joining a club gives you the opportunity to learn a lot about the subject. Let's say you're interested in gardening, but have no idea about where to start c) Fitness Joining a sports club is a brilliant way to improve your fitness levels. Working out on your own can leave you unmotivated, and it's easy to talk yourself into not going out for a run. d) Discounts One of the benefits of joining a club is that the club often arranges discounts for its members. These can cover everything from cultural activities to special rates if you shop
42 at local businesses. Discounts are also often available for items that you need for the club's activities. e) NETWORKING Finally, clubs offer an excellent opportunity for networking, both on a business and social scale. Friends you make there will introduce you to other people that they know you may even meet your partner this way. A. What is equity membership The country club or community requires equity membership or mandatory equity membership to join. Most fees are paid only once when you buy a property, and you may be able to recoup part of them when you sell it. Additional costs may apply for golf or social memberships. Equity membership ● you will be eligible for a refund should you wish to leave the club. ● Equity Memberships include the right to vote on major club decisions, and the ability to govern. ● You are responsible for any assessments that may occur. ● Often times an Equity Membership will include a stock certificate or form of security. ● You will have a resignation option, but you must continue to pay dues until your membership has been filled. ● Buying Equity is like buying in the stock market - it can increase or decrease in value.
43 B. What is non-equity membership Non-equity membership means that the club is owned and operated by an entity other than the members. The owner may be the developer, a professional firm, or another party. Thus, members are not involved in the club's operation; they pay their fees and enjoy the lifestyle. Non-Equity membership ● No voting rights. ● No certificate of ownership. ● Generally, not obligated for assessments (but I have seen some cases where an assessment took place to Non-Equity members.)
44 REVIEW QUESTION Form a group • Create your own club based of the types of club that has been learnt • In your discussion: • Name your club with attractive way. • State the vision and mission of the club. • Explain the membership in your club. • List down the facilities and specialties in your club.
CHAPTER 5 RECREATIONAL ACTIVITIES IN RESORTS
46 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
47 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
48 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.
49 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
50 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 positioning, advertising, promotions, and packaging. Figure 5.2: Golf Ball Aside from that, data was collected from 149 golfers visiting a nearby Golf and Country Club 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.
51 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."
52 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
53 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
54 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
55 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).
56 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
57 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
58 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
59 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
60 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
61 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
62 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
63 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).
64 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).
65 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
CHAPTER 6 SECURITY RESORTS
66 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).
67 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
68 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
69 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 byproduct 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. 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. Figure 6.2: Sprinkler Systems
70 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) .
71 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
72 b. 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 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. Figure 6.4: Fire Extinguishers Figure 6.4: Sprinkler systems
73 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 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 wellknown 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: CCTV camera Figure 6.5: Carbon monoxide detectors
74 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. 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. Figure 6.5: Danger and safety instruction signs
75 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.
76 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.
CHAPTER 7 CONTEMPORARY TREND AND FUTURE OUTLOOK OF GLOBAL RESORTS INDUSTRY
77 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.
78 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 ongoing guest satisfaction, creating loyalty and influencing. 7.3 CURRENT TRENDS IN HOSPITALITY AND TOURISM GLOBALIZATION Nowadaysin 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
79 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
80 (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
81 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).
82 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 G K T S U K S G R K T L R E A I K O P K K R O H W S E R V I C E Y B H Q E K G G K P G T A R D C K B V K P N U L N I U K S S I T P D I K V R S S K S C P J Z C E I E G G K K F P A H R T D R G S H X P T C S Y S N O L O G L I G E G A G G T B K K O A T G H B B B B K T N T E C H N O L O G Y Globalization Security Diverse Service Technology
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