Comprehensive Analysis of Tourist Resort Management: Calista Resort

This report provides a detailed analysis of tourist resort management, using Calista Luxury Resort as a case study. The introduction defines tourism and resort management, emphasizing marketing activities to attract tourists. Task 1 evaluates different types of resorts (beach, island, and others), their key features, and the potential issues and challenges in managing them, such as customer expectations, technology integration, and staff management. Task 2 delves into the operational requirements of specialist areas within a resort, including maintaining brand image, hiring the right candidates, managing complexity, organizing bookings, real-time information access, employee turnover, and operating costs. The report also examines different types of resort packages and how they contribute to overall sales objectives. The analysis covers potential issues like cleaning, changing customer expectations, and technical difficulties. The report concludes by summarizing key findings and providing references.

TOURIST RESORT MANAGEMENT
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Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Evaluation of different types of resorts, their key features and potential issues and
challenges faced by them in managing it.....................................................................................3
P2 Discuss the differences in operational requirements of specialist areas and the potential
issues in managing the different specialist areas within the resort..............................................7
TASK 2............................................................................................................................................9
P3 Determine the different type of resort packages and how they fulfil overall sales objective
of the company............................................................................................................................9
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12
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INTRODUCTION
Tourism and resort management is defined as process where multitude of activities are
been performed such as planning the tour, formulating travel arrangements, providing
accommodation, living rooms and many more (Bhat and et.al., 2014). They focus on marketing
activities in order to attract the potential tourists and fulfil their desires regarding destinations.
The organisation taken for this report is Calista Luxury Resort. The company is established in
year 2007 in Turkey and provides five star facilities and services to its customers. Moreover they
provide luxury spa facilities along with sea and mountains view to its customers. The topics
covered in the report are the different types of resorts, their features, issues and challenges of
managing them. The differences in operational requirements of specialist areas and different type
of resort packages and their overall sales objective.
TASK 1
P1 Evaluation of different types of resorts, their key features and potential issues and challenges
faced by them in managing it.
Type of resorts Calista Luxury
Resort
Beach resort Island Resort
Key features The resort is providing
sea and mountain view
to its customers which
helps in attracting
large number of guests
(Niu and et.al., 2016).
They provide large,
classic rooms with
balconies which
provide beautiful view
along with wi-fi
facilities. Furthermore
provide large pools
Beach resorts provide
great rooms with space
to work, relax and
comfortable. Moreover
they provide club
facilities to its guests,
mind menu which
includes a wide variety
of snacks and
beverages. The main
focus of the company
is to provide comfort
to its guest by beach
The key features of
Island resorts and
hotels are located at
unique places such as
islands and famous
places. They provide
luxury and latest
technology based
services and facilities
to its customers.
Moreover they provide
accommodation
facilities in suites and
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and good quality food
to its guests.
view, event areas,
fitness centres,
volleyball playing
areas and many more.
villas with ocean
views.
Potential issues In context of Calista
Luxury Resort,they are
facing cleaning issues
as the first impression
is the late one which
formulate the positive
or negative image of
the brand in eyes of
customers. Customers
prefer visiting those
places which has
hygiene and
cleanliness on priority.
The clearing staff of
the resort is not able to
carry its work properly
due to which they are
facing problem in
standing on the terms
and requirements of its
guests. Technology
has become one of the
integral part of life
where they are facing
issue related to
technology. The level
of competition is high
The issues faced by
the these type of
resorts and hotels are
the changing customer
expectations (Palmer
and Mathel, 2010).
The needs and
preferences of
customers changes
frequently and it
becomes difficult for
the management to
meet the changes. It
brings expenses to the
company as making
frequent changes in its
system is difficult and
costly for company.
Moreover they need to
hire IT consultants and
the tech staff in order
to provide support to
management in
training its employees
according to the
changes and the new
methods implemented
The issues faced by
these type of resorts
and hotels is problem
of long and irregular
working hours. This
lead to problem as
employees are not
satisfied with this
irregular working
hours due to which
company is facing
problem in managing
its staff and in
fulfilling their needs
and desires. With the
growing technology
and increase in level of
advancement the
maintenance and
renovation activities
creating problems as
construction,
renovations and
technology increases
the cost of the
company. Moreover
company is operating
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and other competitors
are coming up with
new features in order
to attract customers.
The company need to
work on its research
and technology team
in order to come up
with new innovative
and creative ways in
order to attract new
customers. They need
to work on their
designs trends that is
to improve its
infrastructure in order
to provide meaningful
experience to its
guests and to convert
them into loyal guests.
by the company.
Moreover they are
facing technical issues
such as problem in
USB ports, Wi-Fi
connectivity and many
more due to which
there is deal in
meeting the needs and
expectation of
customers. This create
delay in providing
services to customers
which lead to
frustration and
dissatisfaction. Due to
these issues it is
effecting the brand
image of the company
and lead to loss of
loyal customers.
at global level so the
issues related to
booking and pricing
need to be handled by
the management of the
company (Alananzeh
and et.al., 2018). In
peak duration when
they are having large
number of books there
are changes of
mistakes and errors.
This lead to situation
of conflict among the
employees and
dissatisfaction among
the customers. Prices
are not fixed as they
changes with time and
sometime lead to
misunderstanding due
to which activities take
wrong direction and
effect the brand image
of the company.
Challenges faced by
them
The resort face
challenges in hiring
and retaining the staff.
The changes take
place according to the
changes in the needs
In context of Beach
resorts and hotels they
are facing challenges
in meeting the changes
in marketing trends
and dynamics (Frochot
In context of Island
resorts and hotels they
are facing challenges
in meeting the rising
cost of daily
consumables. Price
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and preferences of
customers due to
which the methods and
techniques changes
which create difficulty
for the employees.
Due to frequent
changes it become
difficult for the
employees to adjust in
the working
environment which
leads to loss of
employees. Moreover
the management need
to invest its huge
amount in training
and development
process of employees
where it is not fixed
that employee will
continue working in
such environment.
and Batat, 2013). The
changes in the
advertising methods
and marketing trends
create problem as they
need to work on
formulating new
strategies and to study
the market which is a
time consuming
process. Furthermore
they are facing
operational issues in
managing the various
departments such as
reservations ,
attending guests, in
managing the front
office operations and
many more.
Maintaining all these
activities and
departments becomes
difficult for the
company which lead
to chaos and customer
dissatisfaction.
inflation in the daily
used products leads to
dis-balance in itys
daily budgets. The
management need to
constantly check the
inventory, stocks and
to reduce the wastage.
The are facing
problem in
formulating cost
saving strategies
which helps in
reducing the expenses
of company so that
they can focus on
other aspects.
Furthermore, they are
facing housekeeping
issues as they need to
continuously regulate
and monitor the
activities of
housekeeping staff in
order to drive desire
results.
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P2 Discuss the differences in operational requirements of specialist areas and the potential issues
in managing the different specialist areas within the resort.
There are various operational requirements and challenges which are been faced by the
management in order to improve its functional structure and to provide better services to its
customers (Zelinskaya, Chueva and Chuev, 2016). In context of Calista luxury resort, the
operational requirements and challenges are explained below-
 Maintaining the brand image and service- Its important for the company to maintain its
brand image and to provide quality services to its customers. They need to formulate new
strategies according to present trends and focus on its proper implementation with the
motive to obtain desire results. Moreover they face problem in maintaining the standards
as each department functions according to their suitable way due to which the differences
in standards take place. Issues such as customer dissatisfaction, decrease in revenues and
many other problems create problem as they are not able to meet the desire results due to
operational problems (Ciolac and et.al., 2017).
 Hiring the right candidate- Its the responsibility of the management to hire the right
person for the job role on the bases their skills and capabilities. This activity provide
great support to the management that less time well be consumed by new employees in
knowing and understanding the functions and operations of the business. Moreover it will
help in increasing the productivity as if right candidate perform the right job then work
will be complete on time with efficiency. Such activities helps in enhancing the image of
company that is as quality and innovative work provide better facilities and services to
customers. The hiring of the right general manger who is responsible to take decisions for
various operational and functional activities provides desire results to company.
 Complexity in Management- Sometime the plans and strategies create the situation of
complexity within the employees due to which their perform is effected and productivity
level decreases. Moreover the resort has huge data of its customers and employees where
organizing it become complex task. There are high chances of loss of data or misuse of
data due to which it can effect the brand image of the company. All such activities leads
to the situation of complexity and whole management process become tedious.
 Organizing Bookings- The company is using various online platforms in order to provide
facilities and services to its customers. With the advancement in the technology the
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company is using latest techniques and methods in carrying its business operations. With
the help of company websites and various resort booking application they are providing
convenience to its guests to book their rooms through online modes. It is one of the most
important and complex task for the management to manage and organize the bookings of
the guests. If any confusion or misunderstanding takes place then it will lead into
customer dissatisfaction.
 No real-time Access to information- The different departments function according to
there set structure due to which there is deal in the process. Moreover gathering
information from different department regarding operations of business is a slow process.
Due to this there is a deal in the decision making process. So it is one of the biggest
challenge face by the company as at the time of information requirement they are not able
to access it due to which company need to suffer (Goryushkina and et.al., 2016).
 Employees turnover: The most common issues in employees turnover. Finding the best
staff who can work for long term in the working hours in an office is quite difficult. In
hotel industries this task is very difficult as they have to employed the staff who can work
extra hours and extra days even on weekends. As the hotel industries is the service
industries. The right way to present in front of customers is very important to the staff of
the company like calista luxury resort. Finding the right employees and with appropriate
cost is also associated with the employees turnover report.
 Operating cost: operating cost is become high in the hotel industries, because firstly,
hotels industries have to keep updated with the technologies and each changes make new
extra cost in the operation costs. Secondly, renovating the hotels in every two to three
years to stay up to date. All these cost boost up the expenses while the revenue stay same
or if increasing than obviously not with the same rates (Jin and Pearce, 2011).
 Changes in trends and development: Changes in the hotel lines are very versatility in the
nature. As new trends and development leads more cost in the hotels. In Calista luxury
resort, affect the trends and development with the ongoing demand. As old trend will
leads to decrease the market status of the resort and also demotivated the customers of the
resorts.
 Irregular Cash flow: in the hotel line, that irregular cash flow is becoming the major
issues. As the need and taste of the customers are changing day by day and the ingoing
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customers are also decrease due to major pandemic occur in 2020. so cash flow system
become inadequate and irregular. Furthermore, the debtor of the company is also
increased as services are given on time but the payment received from them after a period
of 30,60 or even 90days later.
TASK 2
P3 Determine the different type of resort packages and how they fulfil overall sales objective of
the company.
Calista luxury resort
This is most luxuries 5 star resort established in Turkey in year 2007 with the motive to
provide beautiful views to its customers that is seas and mountain view (Coghlan, 2012). The
company offer different type of package to its customers according to affordability level of
guests. Basically they provide three type of resort package that are classified as regular package,
special package and vacation package. Regular package is for those guest who are using their
services because of some work that is for professional purpose. Special package is for those
people who are for using their services and facilities for relaxation purpose where special
treatment is been provided to them according to their needs and preferences (Arbulú, Lozano and
Rey-Maquieira, 2016). Whereas vacation package is for those who are there for visit a place
where tourist treatment is been provided to them. The resort provide 5 star luxuries rooms to its
guest with various facilities such as in room services, spa facilities, balconies with beautiful
rooms and many other facilities and services. Moreover they provide golf area to its guest where
they can play golf and provide private terrace which gives the view of sea or mountain. The
rooms are design with best interiors which have TV, free WiFi and luxuries private rooms with
all bath essentials. Moreover the resort has 10 restaurants which provide delicious and new
dishes to its customers with excellent taste. The Turca Pool bar in the resort provide facilities and
food services on the pool terrace and the Garden restaurant provides sea view to its customers.
Furthermore it provide various games facilities to its customers such as it has 5 floodlit tennis
courts, football ground and bowling area where its guest can enjoy with their families and
friends. The provide massages, snow bath and beauty treatments to its special guests and the
mini club facilities to its younger guests. The important feature is that the Antalya Airport is
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within half an hour form the resort which attract the guests towards it and it is easy and
convenient place to visit.
The overall sales objective of the company is to provide innovative and creative services
to its customers in order to attract them (Amirudin, Nawawi and Salin, 2017). Its conjuncture
structure helps in attracting the tourist and company has make its brand image in marketplace
where it introduce Turkey into the world of tourism. They evaluate the guest request, suggestions
and feedback to deliver them better services in order to make them loyal customers. The resort
uses social media marketing in order to attract customers and to provide information about
various new services and features of the resorts.
Beach resorts and hotels
Beach resorts has able to establish their name in global hospitality industry with its
unique feature and quality services (Kataeva and et.al., 2019). Beach resorts provides luxuries
services to its customers with the motive to satisfy them and provide them good experience.
They provide various packages to its guests according to their comfort level and convenience.
Playa resort is under the flagship of beach resorts which provide beachside view of Caribbean
sea and inclusive services to its guests. They provide private balcony or terraces where guest can
spend their quality time. Moreover it is design in such a way that is best place for wedding or
romantic getaways. They have all-inclusive family resort for the family vacation where it
provides games facilities to them that is tennis and beach volleyball. Moreover they provide
various features and services to kids where they can adventurer at the explorer’s club which has
various programs on daily bases and enjoy arts and craft facilities. In order to enterin its guest
they provide screen movies on the beach sides and for youngster they have core zone club which
offers variety of entertainment options and nightly events. Moreover they have all inclusive adult
resort for its guests which provides the perfect setting for relaxation.
The companies dealing in beach resorts and hotels are able to drive its sales by being
accessible, responsive and consultative not only to its customers but also to its employees. The
sales team functions in bring the unique abilities to get faster that is with the use of latest
technology in its services and facilities they attract large number of potential customers.
Moreover the marketing team use various popular social media platforms such as instagram,
facebook, google ads and many more in order to make people aware about its new features and
services. The primary motive of the company is to fulfil the needs and desires of customers by
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providing them quality services (Alvarez-Sousa, 2018). They focus on establishing good relation
with customers as they take their suggestions and feedback regarding improvement what they
want and formulate them in its business operations. Two of primary key systems that add to its
prosperity are an assortment of brands that target distinctive market fragments and their
estimating methodology (Said and Ali, 2012). Beach resorts offers items and administrations
through a top notch estimating procedure. Their administrations bring elevated levels of
consumer loyalty. The administrations have incredible characteristics that add to a remarkable
encounter for purchasers. Beach resorts and hotels utilizes estimating strategies including
dynamic evaluating; area valuing; and client division valuing.
CONCLUSION
From the above study it has been concluded that there are many hotels and resorts dealing
in hospitality industry which are using various techniques and strategies in order to stand in the
marketplace. There are many issues and challenges which they need to face in day to day
activities which may effect its business operations to the great extent. Due to high competition in
marketplace the resorts and hotels are coming up with new methods in order to attract new
potential customers. The management need to ensure that task are performed in the desire
manner according to the strategy in order to provide better results to company. Moreover they
provide various services and facilities to its customers as their main motive is to satisfy the needs
and desires of customers and convert them into loyal customers.
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REFERENCES
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