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Resort Hotels Group 10 Rachel Prem Kumar (247293) Bernice van der Spek…
Resort Hotels
Group 10
Rachel Prem Kumar (247293)
Bernice van der Spek (232595)
Uki Lee (247274)
Ivy van Genderen (234612)
Kaisa Petuhov (233839)
5Vs
Variability high - Ensuring high service quality by maintaining clean, welcoming spaces and using digital tools for real-time guest communication (The Ultimate Guide to Hotel Operations (2025).
Variation high - Adapting to seasonal demand with dynamic pricing, hiring temporary staff, and running promotions to balance occupancy.(Elphick, 2024).
Visibility high - Ensuring high service quality by maintaining clean, welcoming spaces and using digital tools for real-time guest communication (Journal of Travel & Tourism Marketing, n.d.).
Volume high - Automate check-in/out and scale housekeeping to efficiently manage high guest turnover (Bahl, 2024).
Variety high - Offering diverse services (spa, dining, events), training staff for flexibility, and personalizing guest experiences (A Guide to Hotel Operations Management CVENT, n.d.).
Core processes
Order fulfillment process, guest check-in/check-out ((25) What Are the Processes Within a Hotel? | LinkedIn, 2024).
Product and service development process, improvements and innovation (Orhan Genceli, 2020).
Customer relations process, satisfaction and loyalty (BIGContacts Editorial Team, 2025).
Supplier relation process, managing the supply of goods and services (Mohamad, 2022).
Organizational forms
Divisional- used by large resort chains to divide their organization based on products (luxury, budget), markets (business, families), location (Europe, America, etc) (Jokhaji, 2025).
Functional- medium-sized resort hotel, organizing departments depending on the function, like FO operations, housekeeping, F&B, etc Lacalle, E. (2022, November 14).
Simple- boutique resort hotels mostly, the owner-enterpreneur manages directly (Jokhaji, 2025).
Conglomerate structure- mostly ski resorts (become part of bigger corporations that own many ski areas, financial stability) (Falk, 2009).
Hybrid- combines MPO and CPO, offers services like accommodation and booking, as well as food preparing and serving Ball, S. (n.d.).
Servuction model
Physical environment
- Layout, design, facilities, temperature
Improving staff performances
- staff training, knowledge, efficient service delivery
Impact of other guests
- Physical Presence & Atmosphere, Guest Interactions
Process
-Policies, work procedures, systems
Internal performance objectives
Flexibility
-Adapting to guest needs & market trends
Speed
-Improving efficiency & service delivery
Dependability
-Building customer trust & loyalty
Quality
-Enhancing guest satisfaction & brand reputation
Cost
-Ensuring profitability
Target market
Psychological:
To relax and unwind
Enjoy Recreational Activities
Spend time with family
(Duncan, 2023)
Behavioural:
Stay for 7 days
(Adams, 2024)
Geographic:
Resorts are usually built in places like beaches, mountains, or the countryside
(Ashworth, 2023)
Demographic:
Families
Couple
Honeymooners
Adventure seekers
Wellness enthusiasts
(Mcdowell, 2023)
Market structure
oligopoly due to the varied and competitive nature of tourism services
(StudySmarter UK, 2019)
Service Life Cycle
Growth
- The resort is now a well-known brand, possibly part of a chain. Focus shifts from survival to growth & competitive advantage.
Maturity
- The resort faces strong competition & changing customer preferences. Revenue growth slows down
Multi-site rationalization
- If successful, the resort becomes stable & profitable. The business starts expanding
Decline
- Decisions must be made: Reposition, Innovate, or Exit the Market.
Entrepreneurship
- The resort is newly launched. Heavy investment in marketing, infrastructure, and hiring staff.
Service Process Type
Job Shop
- Personalized services such as VIP concierge, private dining, or tailored spa treatments. (Knowledge Clip 7)
Mass Service
- Resort entertainment, group activities, pool parties (Knowledge Clip 7)
Line production
- Buffet dining, structured check-in/check-out process (Knowledge Clip 7)
Order Qualifies
Full-service Lodging
(Xotels, n.d.)
Ability to Act as a Destination
(Dean, n.d.)
Includes Entertainment and Recreational Activities
(Crestmont, n.d.)
High Variety on Amenities
(Contributor, 2017)
Satisfy Most Vacationers’ Needs
(Xotels, n.d.)
Order winners
Often Have a Theme
(Dean, n.d.)
Offer Unique Activities Base on Location
(Canoa Ranch, n.d.)
Flexible on Length of Stay (Subject to seasons)
(Xotels, n.d.)
Operational Strategy:
Define Values
Define the Indirect and Direct Values to Customers
Customer-centric Approach
Attract Travellers of All Ages
(IHCS, n.d.)
Examples:
Motivation, Service Quality, Perception of Value (Park, 2019)
Examples:
Customer Needs Focus, Greet Guests by Name, Flexible Stay (Aksheeta, 2024)
(Garvey J, 2022); (Bartley research, n.d.)