Resort Management Report: Key Drivers, Challenges and Casino Analysis

This report delves into the multifaceted world of resort management, exploring the key drivers behind the development and growth of various resort types, including mountain, beach, theme parks, casino, and floating resorts. It meticulously analyzes the factors that influence their success, such as environmental friendliness, customer preferences, amenities, and technological advancements. The report also examines the challenges faced by all-inclusive resorts in 2021, including the impact of the pandemic, Brexit, and climate change. Furthermore, it presents a detailed case study of Casino Monte Carlo, assessing its market position, human resource management, investment issues, crowd control, environmental concerns, crisis management, financial management, and facilities management. A SWOT analysis of Casino Monte Carlo is provided, followed by recommendations for improvement, offering a comprehensive overview of resort management and its complexities.

RESORT MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK 1............................................................................................................................................3
Determine the key drivers of development and growth of mountain and ski resorts..................3
Determine the key drivers of development and growth of beach resort......................................4
Determine the key drivers of development and growth of theme parks and waterparks resorts.5
Key drivers of development and growth of casino resorts..........................................................6
Key drivers of development and growth of floating resorts........................................................6
Analysis of the challenges of Business of All-Inclusive Resorts in 2021, pandemic, Brexit,
climate change etc........................................................................................................................7
PESTLE analysis of the resort industry worldwide.....................................................................8
TASK 2............................................................................................................................................8
Introduction to the Casino Monte Carlo overview and market position.....................................8
Analysis of Human resource management issues at Casino Monte Carlo..................................9
Analysis of Investment issues of at Casino Monte Carlo............................................................9
Analysis of Queue and crowd Control at Casino Monte Carlo.................................................10
Analysis of Environmental issues at Casino Monte Carlo........................................................10
Analysis of Crisis management issues at Casino Monte Carlo.................................................11
Analysis of Financial management at Casino Monte Carlo......................................................11
Analysis of Facilities management in at Casino Monte Carlo..................................................11
SWOT analysis of Casino Monte Carlo....................................................................................12
Recommendations for the Casino Monte Carlo.........................................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Resort management is the element of hospitality and lodging industry. Resort
management involves instruction for hospitality administration, restaurant and food service
management, hotel management and others. An effective resort management system helps resort
in performing and managing their daily operations effectively and facing the rapid challenge and
competition in the industry (Anfuso and et.al, 2017). Resort management can also be classified
as a program which help the administration of resort to plan, manage and market vacation
facilities and services which are offered by the resort. Casino de Monte Carlo is a gambling and
entertainment resort which is in Monaco and was introduce 158 years ago in 1863. The resort is
in Monte Carlo, Monaco and offers variety of games that can be chosen by customers. The report
aims to define the functioning and operations of resort management. This report is based on
identification of various key drivers of development and growth of different types of resorts
which involves mountain, beach, casino and other resorts. The report involves analysis of various
environmental issues, investment issues, human resource management issues and define SWOT
analysis of the restaurant which has been quoted in the report.
MAIN BODY
TASK 1
Determine the key drivers of development and growth of mountain and ski resorts
The key drivers for development and growth of mountains and ski resorts are discussed
below:
 Environmental friendly- Eco-friendly tourism has seen rapid growth over the years and
it is one of the factor which acts as a key driver for development and growth of mountain
and ski resorts as customers are more involved to explore nature closely through which
they can experience different activities such as hiking, fishing, skiing, snowboarding and
connect with nature that can be and benefits for health and relaxing their mind.
 Customer preference- The development and growth of any resort majorly depends on
the customers and due to incline in customer preference for mountain resorts, this has

rapidly changed the demand of mountain resorts (Bagiastuti, Damayanti and Armoni,
2018). Nowadays, customers are attracted towards ecofriendly tourism and are more
willing to connect with nature and experience various activities that they can help them
gain quality experience in their life.
 Variety of activities- It can be seen that the mountain and ski resorts offers variety of
activities which can be performed by tourist. Some of the activities involves hiking
biking fishing leading snowboarding etc., which can be a source of relaxation and
balancing their peace of mind.
 Innovation and change in technology- Innovation and change in technology has
advanced the procedures which are followed for performing activities which are offered
by mountain and tourism resorts (Gavana, Gottardo and Moisello, 2017). The resorts
have changed their procedures and activities and they are performing and it also helped in
using innovative machineries and tools that can be a helpful approach for delivering
quality experience to their tourist and customers.
 Recreational function- The recreation function is one of the most important driver of
development and growth of mountain and ski resorts, as tourist can participate in
different cultural, leisure, sports activity and communities which can improve the health
and wellbeing of individuals and promote development of inclusive communities that can
be a source of enjoying all facilities which are offered by these resorts.
Determine the key drivers of development and growth of beach resort
The key drivers for development and growth of beach resorts are discussed below:
 Location- The location has been one of the major source of key driver for development
of beach resort, as location of a beach resort attracts more tourist which has been one of
the source for generating higher profits and revenues.
 Commercial establishment- Commercial establishment has been a driver of
development and growth of beach resorts, as it offers opportunity in attracting tourist by
promoting their products services and facilities which are offered by them and their
packages through which these resorts can attract more customers (Inayah, Artaka and
Arisoesilaningsih, 2021). Commercial establishments offer resorts a platform for

connecting with their customers and providing them information regarding packages and
services which are offered by them.
 Amenities and facilities- Amenities and facilities which are offered by beach resort are
the most crucial factors which contribute in growth and development of beach resorts
(Kozarkiewicz and Kabalska, 2020). This factor is the fundamental base of beach resort
where these resorts offer luxurious to economical facilities that can be experienced by the
customers and lead to maximum customer satisfaction.
 Ease of access of information through highly developed communication system- By
offering information of resorts through different media platforms and offline platforms, it
creates a medium for tourist and customers to communicate and share their experience by
which new customers can also be attracted and also helps in creating and maintaining
brand image in the industry.
Determine the key drivers of development and growth of theme parks and waterparks resorts
The key drivers for development and growth of theme parks and water parks resorts are
discussed below:
 Intellectual property- The theme parks and waterpark resort has an intellectual property
which drives attention of many customers and are highly popular. These parks have been
used for many popular movies and drive growth in the industry over the years which has
led to incline in the sales and revenue of such park and has contributed in economical
development.
 Rising investments- The investment in theme and water parks is rapidly increasing and
the owners are investing heavily in such new attraction through which they offer dark
rides, water parks, coasters that draws attention of new visitors, ensure retaining existing
visitors, encourage long visits and lead to higher sales in park (Wise and Harris eds,
2017). This type of resorts has and 9% of incline in revenues and capital investment due
to high customer demand and preference.
 Promotion of tourism- The tourism industry and governing body has analyzed that
theme and water parks are major drivers for attracting tourist and promoting tourism. The
preference of customers has been changing and this has led to development and growth of
demand for theme and waterpark resorts.

 Extending stays- Theme based park or water parks target customers by extending their
operational seasons through offering various events based on the seasons which attracts
more customers and has been a source for growth and development of theme and
waterpark resorts.
Key drivers of development and growth of casino resorts
The development of Casino resorts is based on the key drivers which are described
below:
 Physical environment: This is a basic driver that casino Resort would undertake while
providing services into the resort environment. The physical environment must be
properly managed so that it could not hurt the sentiments of customers and will not create
negative impact on casinos. For the growth of Casino resorts, they need to provide
environment which appreciate and provide pleasure to the people so that they would like
to spend their time and money (Ekhator, and Omoruyi, 2018). The environment must be
pleasant and peaceful so that people would not get frustrated and leads to create
confusion on their decisions which are also not acceptable in the gambling business.
 Game offering: The casinos are major part of gaming industry. Due to autonomy and
privatisation, the gaming industry taking lead into the service sector. It is one of the
major growths of casinos as due to tourist arrival and exciting games provided by the
industry took a rapid growth by attractive slot machines and table games. The games are
the main driver of growth into this industry. So that casinos need to offer a large variety
and attractive gaming slots so that the entertainment and excitement must maintain into
the Casino.
 Service hospitality: as the casinos are a part of service industry, their main focus must be
on hospitality and providing services which are appreciated by the clients. Effective
human resource will eliminate the chances of competition and casinos will tend to take
high growth into future by providing service with quality and great customer satisfaction
(Moţica, 2018). In casinos, the employees the staff must be polite and gentle with the
customer so that they would retain them. Where the any rude does not involve customer
engagement and they would prefer to any other Casino.

Key drivers of development and growth of floating resorts
Floating hotel industry is a new and innovative concept into the hotel and tourism sector.
In this the hotels are built on riverside and provide a peaceful gesture by providing riverbed and
promote natural resources. The floating hotel are taking high growth but in order to maintain it,
the key driver is described below:
 Environmental friendly benefits: as people are now becoming environmental friendly
and concerned about the society and environment, the floating industry need to provide
what the people want by promoting recycle and reuse, eco friendly resources and
lucrative offerings.
 An attractive package: the floating industry is known for the entire visitor whether it is
families, friends and couples. The floating hotels must provide good packages for all the
activities like swimming, rain forest hunting beaches and trigger. These are the main
Rivals which attract number of tourist and promote the growth of floating hotels.
 Innovative design: as the floating hotels if eventually a innovative concept so that it
must maintain the creativeness by providing hotels with some unique features that the
other don't have. It has seemed that the floating hotels are built like portable floating into
the river and under the riverside hotels also. These adventurous and experimental stay are
much attract travelled and tourist. For example, Dubai, Abu Dhabi and Maldives are
known for these floating hotels.
Analysis of the challenges of Business of All-Inclusive Resorts in 2021, pandemic, Brexit,
climate change etc.
Due to the certain environmental conditions and challenges faced by business in the
present scenario, it has impacted heavily impacted on the growth of resorts and hotel industry in
2021. Due to the pandemic of Covid-19, the hotel and resorts lowers down their customer’s
arrival which eventually affected their profitability. Due to government restrictions and to follow
guidelines of social distancing and safety measures, people are not travelling and being a part of
entertainment activities. Due to which, resorts are all idols and facing challenging to maintain
staff and potential customers (Seraphin,. and Yallop, , 2020). Also, Brexit impact on travels
though EU due to many restrictions, people are not being part of resorts out of the fear of high
cost and duty charges. The resorts were engaged many tourists though European Union which

has now slower down the rate that become a major challenge. In resorts and hotel destinations
like Maldives, Goa and other parts of world have restricted the entries due to safety measures.
Climate change is also one of the challenges for Reef world, king pacific lounge and Conrad
Maldives hotels, mainly people prefer to come in summers and spring season when they want to
enjoy pools and riversides seen. Whereas, in winters people could not enjoy these facilities and
avoid travelling. This seasonal change has lead to lower down number of tourist and become a
challenge to provide effective strategies and facilities in order to attract travellers.
PESTLE analysis of the resort industry worldwide
The resort industry is affected though macro environment which has some positive and
negative impact on resorts, hotels, casinos, bars. This would be analyse though pestle analysis
which is described below:
Political: all the resort and hotel industry is affected through heavy taxation, political
interference in foreign investment. Through this, terrorism creates negative impact on industry
and its growth.
Environmental: this factor included minimizing pollution and promotes healthy
environment which is the most essential factor for hotels and resorts to be sustainable into their
business. It would have positive impact in tourist arrival
Social: these factor mainly are mainly concerned about people wants and needs and per
demographical and society framework (Vij,., 2019). The hotel needs to be innovative and
accurate into their services by meeting with the requirements of their demands.
Technological: technology is most vital factor for hotels and resorts to make fuller
utilization of it and enable large customer’s growth.
Legal: Hotels, resorts and casinos must fulfil all legal requirements in terms of equality,
fair treatments for staff as well as customers (Vives, Jacob, and Aguiló, 2019).
Economical: The hotel and resort industry are the main contributor into countries
economy by maintain demand and supply, inflation and currency rate. So that, they need to serve
their operations in favour of contribute into GDP of economy.

TASK 2
Introduction to the Casino Monte Carlo overview and market position
Organisation chosen is the Monte Carlo casino which is one of the leading international
resort headquartered in Monaco in 1863. It is one of the gambling and entertainment places
which includes the casino and office for management. Moreover, it is a public company in which
the Monaco government and Royal families have the major interest. They have different hotels
and sports clubs along with the food service establishment and nightclubs and the Monte Carlo
casino in which citizens of Monaco are restricted to enter in the gaming rooms of the casino. Its
architectural styles include the beaux arts architecture and second empire style. Its size is 108000
square feet which is one of the largest casinos in Monte Carlo. It is all designed by the Charles
Garnier who is the legendary architect and he has also built the majestic Paris Opera and
moreover Monte Carlo casino is dedicated from the outset to the art of gaming. Monte Carlo
casino has four other casinos which are working under it such as casino Monte Carlo, casino
Cafe, sun casino and Monte Carlo bay casino. Its market position and revenue reported as 526
million euros in 2019 and it is increasing 11% year after year. Therefore, the following
discussion is based on the management of Monte Carlo casino (Ahn and Back, 2018).
Analysis of Human resource management issues at Casino Monte Carlo
Human resource management issues at casino Monte Carlo researched such as attrition
which means that there is the large turnover rate in the resort which results in the losing of
skilled workforce who was experienced in the management and operations because of the
mismanagement of human resources in an organisation. Training and development is another
issue because your organisation has not achieved the sufficient provision of training and
development to the employees and their lack in the training sessions and insufficient
development to their workforce. Satisfaction and morale is also an issue which means that there
are unsatisfied employees in an organisation who want a career development and good job
profile but the company is unable to provide them and meet the expectations for the same. Talent
acquisition is another issue because of the shortage of skills and consistently high turnover rates
along with the ability to retain good employees. Culture and ethics is also an issue in human
resource Management because of the unethical business practices in terms of tourists visiting the
resort and food as well along with accommodations (Alananzeh, Jawabreh, Al Mahmoud and
Hamada, 2018).

Analysis of Investment issues of at Casino Monte Carlo
Investment issues at casino Monte Carlo they are facing at the issues offering new
securities to the investors in the expectations of raising the capital this is because the issues of
Bond can only be made long if the investor appetite for the company's debt. And this can only be
influenced by the organisation's ability to make the payments. There are many risks facing in the
investment such as the investors risk tolerance and time horizon. Moreover, they are not
concentrating and focusing on the level of control they have to give to the investors and what can
be the issues that an investor is required to approve. they are lacking the knowledge about the
rights that an investor has to appoint directors to the board and about the warranties as well. They
have the problem in making restrictions about the preparation of what exactly to enter into and
about the management information that the investor can receive (Lee, Jan and Liu, 2021).
Analysis of Queue and crowd Control at Casino Monte Carlo
Queue and crowd control at casino Monte Carlo has good management in the resort such
as they have applied the wayfinding optimisation by clearly marking the customers journey and
making their signage consistent along with the thinking about size and readability. Queue
management is done by the resort by applying the single line model that is faster and fair and
virtual queuing which means the modern way to wait. Temporary closures are also applied for
the crowd management which includes the post and panel is barriers along with the panel card
and well mounted retractable belt and tempest plastics stanchion, along with the floor stickers.
Rapid deployment is applied by the resort which includes the shuttle track transport card and jet
track dual portable retractable belt barrier. Customer flow management is also done by the resort
by restricting and allowing the entry and exiting of the customers in a timely manner (Cowburn,
Moritz, Birrell and Abdulla, 2018).
Analysis of Environmental issues at Casino Monte Carlo
Monte Carlo resorts and casinos have a lot of facilities in relation to environmental
protection for example a dedicated smoking room because smoking is harmful to health and
mainly the passive smoking, therefore smoking room health introduces people to passive
smoking. It consists of hotels which have greenery and swimming pools. In Britain a ring shaped
swimming pool is a great place to vacation. But the problem is that they have initiated all such
facilities to maintain the environmental factors and moreover they are helping resort to adopt the
environmentally friendly methods to serve the customers but they all are requiring a good

maintenance which requires the time consuming and expensive method along with the more
energy used in all such implementation. Moreover, the food production which is done in the
hotel of the resort are not following the food standards which are related to the environmental
factors as per the research and therefore they are facing all such environmental issues at the
resort (Okumus, Taheri, Giritlioglu and Gannon, 2020).
Analysis of Crisis management issues at Casino Monte Carlo
Crisis management issues at casino Monte Carlo are variable in nature such as majorly
they are facing the technological crisis which has resulted in the massive failures in its sixth
safety and security of large data and corruption of the software which has hindered the day-to-
day operations of the resort. Organisational misdeeds are also one of the crises which is the result
of the bad decisions from the top management of the resort which has resulted in some sort of a
loss for the resort along with the image and reputation. Workplace violence is also the crisis
which the resort is facing in terms of employee management because the top management are
unable to retain their skilled staff and thereby facing the employee turnover in a large number
(Kravchenko and Gura, 2018).
Analysis of Financial management at Casino Monte Carlo
Financial management in casino Monte Carlo applied the simulation in corporate finance
to model the different elements of the undertaking's cash flow which are directly impacted by the
uncertainty issues in the resort. The result is in the form of net present value and different types
of observations on the average of net present value in the form of investment under the volatility
and analysis. Moreover, in the resort the financial managers are totally accountable for the
financial health of the company in which they are required to produce the reports and direct
investment activities along with the development strategies and plans for the long term targets of
finance in the resort and moreover it supports the management in its financial decisions apart
from the issues they are facing (Tham and Huang, 2019).
Analysis of Facilities management in at Casino Monte Carlo
Facility management at casino Monte Carlo are such that they have focused on different
types of facilities Management in each and every department so that everything can be sorted out
without any obstacles in providing facilities to the customers such as first falls in the hygiene and
cleaning of the rooms and washrooms along with the outside area, hardware inspection and

maintenance is also the part of facility management in terms of advancing the technology so that
the best of the customer service in can be given out to the customers for long-term relationships
and loyalty, they have also included the environment and health along with the safety facility
management, space management and migration is one of the major part for the resort they have
targeted on for best services to the customers along with the transportation and security services
which includes the fire safety and all these management has given the better operations and
business continuity to the resort (Hossain, Khalifa and Horaira, 2019).
SWOT analysis of Casino Monte Carlo
Casino Monte Carlo has the swot analysis in which its strength includes the strong and
consistent free cash flow over the years along with a wide range of offerings from sports to
entertainment having performance is designed for each and every one along with the well
execution of assets in light strategy. Weaknesses includes the large number of leased domestic
gaming facilities along with the pending claims and subsidiaries in various legal proceedings.
Opportunities include the expansion into other geographies for goodwill and recognition along
with the development of laser focus resorts in order to improve the performance and become the
world's largest gambling market. Threads include the change in foreign currency exchange rate
along with the extreme climate change which has resulted in the rise and energy prices like
electricity and increasing in the game of taxes under the jurisdictions (Viljoen, Saayman and
Kruger, 2019).
Recommendations for the Casino Monte Carlo
It is observed that the casino Monte Carlo is facing the issues in the human resource
management and investment along with the environmental and crisis management issues.
therefore it is recommended that they have to apply the strategic human resource management in
their organisation for better operations in employee management so that they can overcome the
employee turnover rate and gain the employee retention rate moreover they have to look out in
the investment issues which is recommended that they must gain the proper investigation and
knowledge about the investment areas and investors which are involved in the investment so that
they can know about the rights and responsibilities about the investment function. They have to
overcome the environmental issues by reducing the elements used by the resort in a decreased
manner in order to become more sustainable and environmentally friendly. Moreover, they can
overcome the crisis management issues as well by making their management practical and focus