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Resort Hotel S5.HM-05 Bijmholt Lisa 171204 Gonçalves Malu 171159 …

- - - - Different sized swimming pools
      - Various recreation and entertainment
      - Gym facilities
      - Bicycles
      - Bar
      - Spa
      - The study also confirmed that open public areas (outdoor physical surroundings) exerted a positive impact on customer experience. (Yang, 2008)
        
        Ski resorts
        
        High :!!:
        
        Storage
        
        Food service
        
        Nursery
        
        Rest rooms
        
        Bar / lounge
        
        First aid
        
        Employee lockers
        
        Ski school
        
        Ticket sales
        
        Retail sales
        
        Lockers
        
        Rental shop
        
        Better understanding of resort hotel experiential feelings, which may be influenced by the surroundings and facilities of the area in which the resort hotel is located and not only by the hotel services. (Yang, 2008)
  - - - Resorts typically are located in vacation destinations or near natural settings, such as mountains, seashores, theme parks, or other attractions. As a result, the business of many resorts fluctuates with the season. Some resorts even close for the off-season.
        (Chibili, 2016)
        
        E.g Ski resorts
        
        Weather
        
        Climat
        
        Length of the season:
  - - - 125 - 400 rooms
      - 400+ rooms
      - 25 - 125 rooms
      - 25 rooms or fewer
      - Average 366 rooms
      - (Mill, 2012)
  - - - "Integral part of the stay" (Hackett and Melia, 2012)
- - - - Assistent manager
      - HR manager
    - - Chef or Cook
      - Waiter
      - Supporting Staff
    - - Director
      - Manager
  - - - Manager
      - Director
      - (Hierarchy Structure, 2019)
- - - - 3 items of focus
        
        Property appearance
        
        Supplying qualtiy and consistent service
        
        Providing what has been promised
  - - - Home-like environment and family feeling (Brey,2010)
        Service quality (Howat et al.,2002)
  - - - Long term oriented
        Managing interaction
        Focused on quality of delivery
        (Jones and Robinson,2012)
- - - - Offering different standards of output to different customers (e.g.: rooms, different meals in the restaurant, different access types) (View point resort, 2019)
    - - Room service & excursions (Marriotts Marbella beach resort, 2019)
    - - Restaurant dishes, rooms & excursions (View point resort, 2019)
  - - - Making sure products and services are available every day.
    - - In general, resort hotels have a high-quality experience as well as many amenities and luxury. Customers are willing to pay the price for all of these 'extras'(Kincaid, 2019)
    - - Spas, pools, bar, restaurant, gym
- - - - Values (Kelsey and Norden, 2014)(Han et al, 2019)
        
        Involved with media
        
        Trend follower
        
        Community engaged
        
        Family & friends
    - - Contact preferability (Kelsey and Norden, 2014)
        
        Telephone
        
        Online management
        
        Social media
      - Benefits (Kelsey and Norden, 2014)
        
        Amenities & activities
        
        Connect
        
        Life long family traditions
        
        Community
      - Buying behavior (Travel Courier, 2011) (Brey, 2010)
        
        Amount
        
        Control of booking
        
        Source: Kelsey & Norden Resort Real Estate Report Fall 2014 – Industry Trends Update, 10 October 2014
- - - - Tangibility: The swimming pool, the beds in the hotel rooms or the spa/wellness.
      - Homogeneity: Room features.
      - Non-perishable: The rooms in a resort hotel.
  - - - Intangibility: he guest experience, the temperature in the hotel rooms or the taste from a dish in the restaurant. The brand of the hotel is an intangible asset.
      - Heterogeneity: The way a guest is welcomed in the resort hotel, the way an order is being taken in the restaurant.
      - Perishable: Services within a resort hotel.
      - Inseparability/Simultaneity: A treatment in the spa/wellness of the resort hotel.