Tourist Resort Management

This document provides an in-depth analysis of tourist resort management, including the different types of resorts, their key features, challenges of managing, operational requirements, and more. It also includes case studies of popular resorts and their management strategies. Whether you're a student studying hospitality management or a professional in the tourism industry, this document will provide valuable insights into the world of tourist resort management.

Tourist Resort
Management

Table of Contents
INTRODUCTION............................................................................................3
MAIN BODY..................................................................................................3
1.1 The different types of resorts, their key features and challenges of
managing ................................................................................................3
1.2 Operational requirements of specialist areas and issues managing
the different specialist areas for a range of resorts.................................5
1.1.1 The different Operational requirements for a range of resorts and
their management strategies to minimise challenges.............................6
1.1.2 The challenges of managing a range of specialist resorts,
recommending the steps and the solutions required to minimise risks. .6
2.1 The different types of resort packages and how they fulfil sales
objectives................................................................................................7
2.1.1 The developing and running a range of resort packages...............9
2.1.2 A range of resort packages and the recommendation to maximise
profitability .............................................................................................9
3.1 The Market research for resort location...........................................10
3.2 A business plan for a resort package...............................................11
3.1.1 The needs of customers and create a resort package to maximise
profitability............................................................................................12
3.1.2 Decisions made in proposing a resort package, analysing unique
selling points of the proposed package against competitors.................12
4.1 The different sustainable approaches, practices by the organisation
...............................................................................................................12
4.1.1 The sustainable approaches enhance brand value, image and
business performance...........................................................................13
4.1.2 The sustainable approaches in achieving business success.........13
CONCLUSION ............................................................................................14

REFERENCES.............................................................................................15
INTRODUCTION
Tourist resort management is the process of managing the activities of the tourists,
planning the tour, accommodation, travel, etc. The organisations are focussing on providing
services to customers, attract the customers, plan the destination, places to stay, etc. There are
many people who are helping the resort to be successful. It includes travel and logistics,
safety and health services to customers (Goryushkina et.al. 2016). The chosen organisation
for the report is Calista Luxury Resort which was founded in 2007 in Turkey. It is a 5 star
resort and they provide good services to customers. They have services like spa, gym,
mountain view resorts, sea facing resorts which are giving good experience to customers. The
report includes types of resort and the packages, market research, business plan which are
helping the resorts.
MAIN BODY
1.1 The different types of resorts, their key features and challenges of managing
There are different types of resorts which are helping customers in making decisions
for the stay and will help them in selecting the destination. There are different types for
resorts and they have different features and challenges.
Calista Luxury resort
Features- The Calista Luxury resorts have rooms which are giving customers good
view and attracting them by their luxury resorts in mountain view and sea which will help
them in making choices. The rooms are large with beautiful view and balcony, Wi-Fi,
parking, etc.
Issues- Calista Luxury resort is facing the food menu issue that they do not have a
great al a carte. The customers prefer to go to the places which have different options and the
place creates a positive or negative impact on the experience of the places.
Challenges- The employees selection is difficult in the organisation because the
needs of customers are different and the employees are not able to satisfy customers.
Risk management strategy- Calista Luxury resort is facing problem of the selection
of employees so they can have a process on which they select employees for 6 months as a
intern and monitor the performance. The organisation will be able to retain employees.

Weardale Ski Resort
Features- The rooms of Weardale Ski Resorts have space and are comfortable, they
are large with the places to relax. They focus on providing the comfort to customers and
increasing the satisfaction (Jopp et.al. 2015). The services provided to customers will be
based on the package they choose and they are getting good experience to customers. For
example, La Plange is 35.5 Euro, Les Arcs is 37.5 Euro.
Issues- The global warming has impacted the hotel because the environment is
making it difficult for customers to make the decision and they will not get the good services.
The global warming has reduced the temperature and they are open for 6 months in a year in
summers.
Challenges- Weardale ski resorts are giving services at higher prices to customers
because they are working for 6 months and have to increase the performance. The customers
have to pay for the services according to the needs like camps for children and couples and it
is increasing the cost of the customers.
Risk management strategy- Weardale ski resorts has to attract customers by giving
them hotels at affordable prices. They should make the packages according to the prices so
that customers can select the services they want to have. For example, the base package will
include room for a couple for 2 nights, free breakfast and dinner, 1 night in the camp and 1
night in the resort.
Woodside Coastal Retreat
Features- Woodside Coastal Retreat is located at the premium places like islands and
oceans. They are the luxury hotel and they give spa services, free beach party for 1 night
which are attracting customers. The services are benefiting customers and they are increasing
the satisfaction of customers (Edelheim, 2015).
Issues- The employees of the organisation are facing problem because they will have
work for extended hours. The Woodside Coastal Retreat has a culture which is focusing on
the needs on customers and making the employees work for long hours which is an issues. it
is impacting the performance of the employee and reducing the quality of work.
Challenges- The challenges faced by the organisation is that they havce to give the
employees power to make the decisions. They have to coordinate the work between different
employees of the organisation.
Risk management strategy- The Woodside Coastal Retreat should analyse the
factors that influence the behaviour of employees and help them in making strategies. The top
level employees should help the lower level employees in taking decisions.

Sir Christopher Wren Hotel and Spa
Features- Sir Christopher Wren Hotel and Spa is having the hotels with the traditional
buildings and they are having features like free Wi-Fi, tea maker, spa and restaurants. The
oganistaion is having trainers for spa and they have yoga sessions for customers.
Issues- The organisation is having issues with the competition because they are
having high prices for the traditional resorts but they are having services which is paid like
parking.
Challenges- The cost of operating the resort is high because they are having trainers
for yoga and spa and they are giving traditional services like the employees are skilled to give
the experience of the British resorts to customers.
Risk management strategy- The organisation can include the prices of the services
in the price of the room to increase performance. They should have different prices according
to the services the customers wants to have from the organisation.
1.2 Operational requirements of specialist areas and issues managing the different specialist
areas for a range of resorts
There are many differences in the operational requirement of the resorts and the
organisation should understand it to make the strategies of the organisation.
 The organisation should select the employees who have the skills to perform the tasks
and help the organisation in achieving the goals. They are providing many facilities
and they are different for the resorts like for ski resorts they should make customers
comfortable in the cold by giving them heaters in the resort and in the beach resort
they should provide them the safety measures like first aids in the resorts which will
help them in increasing the satisfaction of customers. The organisations are able to
increase the productivity when they select the right employees for the right job and it
will help them in increasing the satisfaction. The quality of services matters the most
to the organisation and it is provided by the employees so they should be selected to
achieve the goals of the organization. The goals of the organisation for employees is
improving the performance and giving them good experience in the organisation
(Scuttari, Isetti and Habicher, 2019).
 The Calista resort is having inspection for maintenance and audit that will maintaining
the quality of services of the organisation. They will have to make strategies for the
health and safety services because they should maintain the quality and give good
experience to customers. The spa resort customers can decide the services they want

to take and they have health and safely regulations in the organisation. The employees
in the organisation should be helping the organisation in removing the factors which
are hazardous to health like reuse of the linen and resources by housekeeping and
increasing the services of the organisation (Albrecht, 2016).
 The customers have different methods used by the beach resorts for booking which
helps them in making decisions of the stay. They can book the room according to the
needs and have an option to pay. The customers can books online, there are many
agencies, they can go to the hotel to book or they can call them for understanding the
services of the organisation and they have the choice of selecting the rooms. They
review the hotels and then make strategies like the places near to customers, room
size, services given and the charges they have to give for the room. The customers
want to have good experience with the services because they are important.
 There are many resources in the ski and beach resort and they should be helping the
organisation in making strategies. The organisation should make the allocation of
resources and maintenance and audit of the resources to help them increase the
performance of the employees. The employees should understand the needs of
customers according to the type of resorts and help customers in getting good
experience (Dubois, Cawley and Schmitz, 2017). The cost of the organisation should
be reduced and they should achieve the goals of the organisation. The employees will
help the organisation in increasing the satisfaction of customers. The ski resorts are
having camps for the students where the students from 11-19 years are in different
camps and they are having different activities to play.
1.1.1 The different Operational requirements for a range of resorts and their management
strategies to minimise challenges
The organisations are making the strategies to achieve the goals and they should be
helping the employees in increasing the satisfaction.
 The Operational requirements for the Calista luxury resort is that they should reduce
the cost by coordinating the front office and house keeping of the organisation. The
challenges can be reduced when the employees are skilled and they help Calista
luxury resorts in achieving the goals.
 The Operational requirements of Ski resorts is that they have to manage the resources
at lower cost to reduce the prices for customers. The organisations face different

problem but the most important thing is that they identify and learn the methods of
improving the performance (Alegre and Sard, 2015).
 The Operational requirements for beach resort is that they will have to maintain the
cleanliness in the resort and front office of the resorts.
 The Operational requirements for the spa resort is that there are many problems in the
organisations like increasing cost, wastage, employees productivity and understanding
different factors which are affecting the organisation.
 The pricing strategy used by Calista luxury resort is that they are taking 5 Euro for
Spa, gym, parking and housekeeping services. The resort is having affordable pricing
strategy.
 The promotional strategy used by Calista luxury resort is online marketing because
they are having customers in many countries and they will have to attract them to
increase the performance.
 The organisation will review the plan on June 2021.
1.1.2 The challenges of managing a range of specialist resorts, recommending the steps and
the solutions required to minimise risks
The organisation will be successful when they analyse the performance and make
strategies to help the organisation in increasing the satisfaction. The resorts have many
challenges which can be reduced by making the strategies and they will maintain the
productivity of the organisation (Kozak and Kozak, 2019). The organisations will minimize
risks because this increases the performance.
Recommended steps for Calista Luxury resorts
 The HR of the Calista Luxury resorts should select the employees who are flexible to
the needs of the guests.
 They should be given on the job training.
Recommended steps for Weardale Ski Resorts
 The Weardale Ski Resorts should have the marketing department who is attracting
customers and the can monitor the needs.
 The customers can decide the adventures they want and can pay according to the
services.
Recommended steps for Woodside Coastal Retreat

 The Woodside Coastal Retreat should give the bonus to employees who are
improving the performance and they should get above the industry average when they
are working more than other employees.
 The organisations should have the HR who understands the problems of the
employees.
Recommended steps for Sir Christopher Wren Hotel and Spa
 The organisation should have the pricing strategy that is helping them to attract
customers.
2.1 The different types of resort packages and how they fulfil sales objectives
The organisations have packages for the needs of customers and they help them in
making a choice. The purpose of the packages in resorts are the basic pay and the benefits
given to customers. It includes the services of the organisation like parking, spa, theatre,
sports, etc. and they are included in the money they are paying to the organisation. The
employees should understand the needs of customers and make the packages for them. The
customers have to make the decisions of the packages according to the needs.
The services provided by the resorts when the customers comes is the internal
package like bars, dinner services, etc. The services provided by the resorts like free tickets
to the shows, the places to visits and the transportation, etc.
 Corporate package- The customers are coming to the hotel for the purpose of
attending the sessions. They will be working and want different package from the
regular customers. They will stay for short period and will includes the services like
bar, corporate halls, conference rooms, small rooms, etc.
 Regular package- The customers who come for the purpose of visiting the place. They
want basic services because they do not want to pay for the benefits. The customers
will have regular package when they want to reduce the cost they will spend on the
places.
The organisations will achieve the sales by understanding the needs of customers.
Calista luxury resorts give good services to customers and they have many packages to
increase performance of the organisation. They will make the stay of customer good
experience and the employees will be skilled to understand the needs of customers. The USP
of the organisation is that they are having good view from the resorts.
The packages for the beach resorts

 Vacation package- The customers wants to have a good experience and Woodside
Coastal Retreat help them in understanding the needs and the services provided by the
resorts matter to them. The packages will attract customers and will increase the
satisfaction.
 Special package- The customers come to Woodside Coastal Retreat when they want
to relax. This will include many benefits for customers like spa, massages, etc. and
will give good experience to customers (Mutanga et.al. 2017).
The different strategies will be made of the resorts to achieve sales and it is on the
basis of the needs of customers in the organisation. The Woodside Coastal Retreat will have
customers who want to spend time together and they will have break even when 50% of the
rooms are having customers. The USP of the organisation is that they are focusing on the
experience of customers.
The packages provided by the Spa resorts
 Destination Spa- The resorts are having spa services for couples and families and they
have to take the package for two nights. They are focusing on customers having
higher income and they are couples or families with a child.
 Health Spa- The organisations are focusing on the spa services for health and fitness.
They are focusing on business families and corporates.
The package of the Sir Christopher Wren Hotel and Spa is for the middle income
customers who want to focus on the fitness. The break even point for the organisation is
when 70% of the rooms are booked and they are attracting the needs. The USP of the
organisation is that they are focusing on the heath conscious customers.
The packages provided by the Ski resorts
 Winter skiing package- The organisations are giving the customers different options
for the families, couples and honeymoon package and they can select the package
according to the services they want (Kataeva and et.al., 2019).
 Summer skiing package- The services in the summer skiing package is more and they
are costly because they are having camps for the customers. The camps for children
are different and for couples.
The packages of the Weardale Ski Resorts are for the higher income customers and
they are giving services that are included in the package and the customers have to pay for it.
They are keeping the variable cost less and taking the prices from customers. The break even
point for the organisation is when they are are having 35% of the rooms booked and they are

increasing the needs of customers. The USP of the organisation is that they are having
packages according to the needs of customers.
Annual Season Ticket Fees
Cost per Person
Adult (18 +) £48
Intermediate (Age 10 - 17) £10
Junior (under 10) £5
E solution for packaging
 The customers can book rooms by comparing prices on different sites and they can
pre books and get the benefits of the e payment options.
 The hotels can manage room inventory and allocation with the software and they can
interact with customers to understand the needs.
2.1.1 The developing and running a range of resort packages
The organisation should make the strategies to achieve the goals. Calista luxury
reports understand the need of customers. They make strategies according to the package to
attract customers and they will help them in achieving sales. The packages should have many
services which will benefit customers. The employees of the organisation should understand
the strategies and they should improve the performance. The organisation can increase sales
when they will have the knowledge of the competitors and they will give better services to
customers.
2.1.2 A range of resort packages and the recommendation to maximise profitability
 The organisation have to attract customers and they promote the services which will
help them in increasing the productivity of the strategies (Hultman et.al. 2015).
Calista luxury resorts will promote the services to customers who will help them in
increasing sales.
 The organisation should help the employees because they are communicating with
customers and they can understand the needs of customers. They will help the
organisation in making strategies which are important for the organisation.
 The packages are different for the customers according to the resorts they want to
have because regular package is similar for the ski resorts, beach resorts, etc. and they
have the basic facilities for the customers at affordable prices but the special package

is different and they have many benefits for ski resorts they are having many facilities
for example, they will give them free drinks and travel facilities, etc.
3.1 The Market research for resort location
The organisation have to make the strategies for achieving success and they will
decide the options which are helping them in achieving performance. The research used by
the organisations are qualitative and quantitative. The quantitative research includes numbers
and primary and secondary data where as qualitative research is the primary research.
Types of qualitative research are interviews, observations and quantitative data are
surveys and primary and secondary research. The organisations are using market research for
understanding the behaviour of customers for example, reviews on the social media,
comments, communication online, forms for the review, etc. The organisation have to make
the strategies for the location which is the most important for making business plan.
Online reviews- The organisation have to make the strategies for the location. Calista
luxury resorts have to understand the needs of customers. They will analyse the location,
skilled labours, locality, size, price, cost of the goods, etc. This will help them in deciding the
location according to the strategies.
Questionnaire- The organisation have to understand the needs of customers. The
marketing size is a factor which is important for the organisation (Pandža Bajs, 2015). The
organisation have to understand customers and they will have to analyse the performance of
the resorts.
Resources- The resources are important for the smooth functioning of the
organisation. Calista luxury hotel should make the strategies for the resources and understand
what is important for the organisation. They need to analyse the demand and supply of
customers and the level of occupancy in the organisation.
The customers of Calista luxury resort having comments and online reviews as the
best method of market research and they analysed that they are attraction customers because
of the location and they will be given service according to the needs. The customers are given
the quality services and it will increase the satisfaction of customers (Lee et.al. 2017). The
needs of customers will help the organisation in making strategies for increasing the
performance of the organisation.
The questionnaire used by the organisation
1. What are the services preferred by the customers in Calista luxury resorts?
2. What are the services they want Calista luxury resort should have?

3. How are the services of Calista luxury resorts?
4. Is the services according to the needs of customers of Calista luxury resorts?
3.2 A business plan for a resort package
The package for Calista luxury resort for expanding in Singapore market are made to
increase the performance.
 Winter package- The customers will get the services which is included in the price for
two nights are that the breakfast is free with the food will be according to winters,
they will have free shows and services are focused on the needs of customers.
 Summer package- The customers will get services to attract customers which included
packages for couples, families, corporates and they can select the package.
The Marketing Plan
 Objective- Calista luxury resort will expand the business in the markets of Singapore
in 1 month and this will increase the productivity by 25%.
 Financial and human resources available- Calista luxury resort will select the local
employees of Singapore and they will give them the environment of the organisation.
They will get financial resources from the banks to expand in Singapore market.
 The target customers for Calista luxury resorts are the high income customers who
want to have a good view from the resorts. They are of the age 25-50 years and
focusing on the experience they want to have.
 The market analysis
PESTEL analysis- Political factors- The political factors of Singapore is attracting the
organisation and they have less affect on the performance.
Economic factors- The growth in the Singapore is helping the organisation to make
the strategies. They will attractive destination and it is a good place for customers.
Social factors- The social factors of Singapore is helping Calista luxury resorts
because customers are interested in spending on getting the experience.
Technological factors- The factors are helping the organisation in making the
decisions for achieving success.
Environmental factors- The organisation is making strategies for the Singapore
because of the environment and they will be able to increase the performance (Truong,
Lenglet and Mothe, 2018).
Legal factors- The policies of Singapore is helping Calista luxury resorts in making
decisions.

 SWOT analysis- Strength- The strength of Calista luxury resorts is that they have
skilled employees and the brand image will help them in achieving the goals.
Weakness- The organisation will have to increase cost in analysing the performance
and they will have to make the strategies to increase the productivity.
Opportunities- The organisation will have to understand customers and they will have
to increase the demand of the services.
Threats- The organisation will have to analyse the performance of the competitors to
make the strategies. They will have to increase cost in identifying the needs of customers
(Chen, and Wu, 2017).
 Competitors analysis- The competitors are directly related to the performance of the
organisation (Zelinskaya, Chueva and Chuev, 2016). The organisations should study
the market and the rates they can have according to the strategies of the competitors
and they have to give good experience to customers. The porters five force model is
used as the competitors analysis to compare the performance of the industry and the
organisation.
3.1.1 The needs of customers and create a resort package to maximise profitability
The customers have plans according to the decision they want to make for the resort
they select and they will decide the package. The customers have different needs and the
organisation will make packages accordingly because they will have to increase the
performance of the organisation. The organisation will attract customers because of the brand
image. The customers in Singapore wants resort for marriages. Calista Luxury resorts will
have a marriage package which have services to give good experience to customer.
3.1.2 Decisions made in proposing a resort package, analysing unique selling points of the
proposed package against competitors
The organisations have to make the strategies which are helping them in increasing
the experience of customers. The unique selling proposition of Calista Luxury resorts is that
they have a brand image and they understand the needs of customers. The employees are
skilled in increasing the satisfaction of customers and giving them good services. The
customers are attracted because they are getting experience and the promotions of the
organisation are good in helping them have loyal customers.

4.1 The different sustainable approaches, practices by the organisation
Sustainable methods in the organisation are helping them because the organisation has
equipment that uses less energy and they will be used by them because they will reduce the
cost. Calista Luxury resorts have different equipments to help the organisation. They
purchase the products which save the energy and they are useful for the organisation.
The organisations have to make the strategies to increase the performance. They will
have to achieve the goals of the organisation. The customers want to have a good experience
of the services in the organisation. There are many methods used by the organisation to
increase the satisfaction of the employees and they will reduce the cost of the organisation.
The employees have to make the decisions which will help them in achieving the strategies of
the organisation.
Sustainable methods used by Calista Luxury Resorts
 Partner with employees- The organisation make the employees partners because they
will help them in achieving the strategies (López-Sánchez and Pulido-Fernández,
2016). Calista Luxury resorts have the partnership with some employees and the
performance of the employees is increased.
 Demand and supply- The demand and supply of raw material is available to the
organisation and they should be cheap to reduce cost.
 Resource management- The organisation manages the resources because they help
them in making the strategies.
4.1.1 The sustainable approaches enhance brand value, image and business performance
The customers want to have a good experience from the organisation. They will make
the trip successful and they will fell that they are important. The brand image of the
organisation is dependent on the performance of the organisation and they are focusing on
Corporate Social Responsibility and the resources they choose to increase the performance.
Calista Luxury resorts is a brand which is popular for the performance because they increases
the satisfaction of customers. The organisations have Corporate Social Responsibility and
they are working for the benefit of the employees and make the strategies to achieve the goals
and they should increase the performance of the employees because they will help the
organisation (Albayrak and Caber, 2018).
4.1.2 The sustainable approaches in achieving business success
The organisations make strategies to attract customers and this will help them in
increasing the satisfaction of customers. Calista Luxury resorts are focussing on increasing

the satisfaction of customers and they understand the needs of customers. The customers
want the organisation to provide services which will help them in increasing the satisfaction.
The organisation is helping the customers in making decisions by giving them good services
to customers. Customer satisfaction is become very important in the resorts as the resorts are
totally depends on the customers services. As if the customer is happy and satisfied than they
will come again and again for the visit and use the services of the resorts. On the other side if
the customer is not satisfied with the services offered to them than it will lead to decrease the
image of the resort in the market.
CONCLUSION
From the above assignment it is concluded that tourism management is one of the
main industry in the market. Calista luxury resort is giving their best in fulfilling the need of
the customers. There are different type of resort in the market which uses different strategies
to attract the customer. They uses the different operational environment and potential issues
managing the different need of the company. Different resorts have different package
according to their services. And fulfilling the customers need and demand according to the
resort location. Also applying different sustainable approaches for lowering the cost.

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