Resorts Management

1
Resorts

• Types of Resorts/Hotels
• Characteristics of Resort Management
• Employment Questions
• Functional Divisions
• Front of the House
• Housekeeping
• Maintenance
• Impacts
• Planning and Development

2
Types of Hotels

• Commercial or Transient Hotels
• Convention Hotels
• Motels and Motor Hotels
• Condominium Hotels
• Residential Hotels
• Casino Hotels
• All-suite Hotels
• Resorts

3
Characteristics of Resort Management

• There are several features that distinguish
  resort properties from other types of lodging
  properties
• Guests
• Recreation
• Location
• Local dependence
• Seasonality
• Personnel
• Employee training
• Revenue and accounting
• Traditions

4
Guests

• Vacationing individuals
• Vacationing families
• Convention guests
• Expect larger, more luxurious rooms (bathrooms
  amenities, mini-bars, seating areas,
  entertainment centers, etc)
• Stay longer than typical commercial hotel guests
• Rooms are typically more expensive

5
Recreation

• Multiple pools
• Tennis courts
• Golf courses
• Ski slopes
• Retail
• Increased amenities means increased costs,
  increased maintenance and make it more difficult
  to change with times

6
Recreation

• These amenities require additional land and
  staffing
• Maintenance workers must have more specific
  expertise
• Trainers and/or teachers may be needed for guests
• Recreational amenities can greatly affect the
  reputation of the resort, and in fact, may be at
  the center of the resorts reputation

7
Location/Geography

• Location itself may be an amenity
• Resorts very often must be self contained
• Location is often remote, and therefore might
  create problems in terms of
• Personnel supply
• Personnel housing/transportation

8
Location

• Remote locations are more subject to
• Limits on delivery
• Limits on communications
• Extreme weather conditions
• Transportation for guests to and from property
• Having the location community dependent on it

9
Local Dependence

• Employment patters
• Lay off workers in more developed areas
• Employ workers year-round in less developed areas

10
Seasonality

• Seasonality in commercial recreation does not
  just depend on the yearly seasons
• Creative solutions to seasonality caused slumps
  are important
• Shoulder seasons are those time periods that come
  just before and just after the prime season

11
Seasonality

• Concerns
• Personnel turnover
• Hiring/training costs
• Inventory control/theft
• Good will with community

12
Personnel

• Guest stay longer
• Guests are often limited in number (at least per
  employee)
• Employees may get to know guests during their
  stay
• Guests expect more personal treatment
• Increased numbers of moments of truth make
  hiring the right people even more important

13
Employee Training

• Seasonality may require that employees be
  cross-trained
• Double-barrel training crucial to guests that
  demand high quality service

14
Revenue and Accounting

• In contrast to most commercial hotels, resorts
  rely much more on recreational activities and
  departments for income
• Financial statements are more complicated with
  some areas operating at a loss to attract guests
  to other departments

15
Traditions/Events

• Resorts tend to attract a higher number of
  repeat visitors than commercial hotels
• Traditional activities based on society holidays,
  etc can help create family traditions at a resort
• Resorts can create their own events that can
  become traditional over time

16
Questions

• Fill out the questionnaire and see if you can
  decide which questions are okay to ask in an
  interview (or on an application) and which are
  not okay to ask

17
Functional Divisions

• Resorts and hotels typically divide departments
  into two major divisions based on their most
  basic functions

18
Functional Divisions

• Front-of-the-house
• Bell service, concierge, reservations, front
  desk, guest services, social directors,
  activities directors
• Heart-of-the-house (Back-of-the-house)
• Food and beverage, building maintenance, grounds,
  housekeeping, laundry, power, accounting and
  purchasing

19
Functional Divisions

• Sometimes departments are divided between those
  that directly affect the guest, supporting their
  needs and wants from those that support other
  departments

20
Functional Divisions

• Line departments
• Front-of-the-house departments and most
  heart-of-the-house departments
• Staff support departments
• Payroll, purchasing, marketing, sales, security,
  personnel, accounting

21
Rooms Division

• Some of the largest properties divide
  departments even further and create a special
  rooms division. This special area includes
  housekeeping and reservations.