Tourism Resort Management: Analysis of The Ritz London and Packages

This report delves into the multifaceted realm of tourism resort management, encompassing various aspects from resort types and their operational challenges to the intricacies of crafting effective resort packages. The report begins with an exploration of different resort categories, including recreation, all-inclusive, and destination resorts, alongside an examination of the key features and potential management issues associated with each type. It further investigates the operational requirements of specialized resort areas, such as front office and housekeeping, and discusses the challenges in managing these departments effectively. A significant portion of the report is dedicated to assessing different resort packages and their alignment with sales objectives. It also includes market research conducted on a specific resort location, The Ritz London, to determine the needs of the target market and proposes a business plan for a super deluxe resort package based on these findings. Finally, the report examines sustainable approaches implemented by The Ritz London, offering insights into responsible tourism practices.

Tourism Resort
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Explore the different types of resorts, their key features and potential issues and challenges
of managing them...................................................................................................................3
P2 Discuss the differences in operational requirements of Specialist areas and the potential
issues managing the different specialist for a range of resorts...............................................4
TASK 2............................................................................................................................................5
P3 Assess different types of resort packages and how they fulfil overall sales objectives....5
TASK 3............................................................................................................................................6
P4 Conduct Market research into a specific resort location and determine the needs of Target
Market.....................................................................................................................................6
P5 Propose a Business Plan for a resort package based on the findings of Market research and
findings...................................................................................................................................7
TASK 4............................................................................................................................................8
P6 Investigate the different sustainable approaches, practices and initiatives implemented by
Hotel Ritz London..................................................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Tourism resort management is an element of Hospitality and Lodging Industry. It includes
multiple activities such as planning the tour, providing accommodation and making travel
arrangements, hotel management, facilities planning, restaurant and food services, recreation
administration, tour destination, etc (Aliperti, Rizzi and Frey, 2018). These all activities are
included in Tourism resort management. The Manager has to plan overall trip of the customers
and provide them a facilities that helps in making their Journey Excellent. The project is based in
Tourism Resort Management where the different features of resorts and issues of managing them
are explained including types of packages and resorts available. In this report an analysis is also
conducted on the needs of customers in a specific location to create a resort package that focuses
on fulfilling these needs (Baiev and et. al., 2019). The principles will also be applied for
achieving sustainable tourism in Resort. The Chosen resort for this project is The Ritz London; it
is one of the popular Hotels in London, England. The Hotel creates a symbol of high society and
prestigious life which provide various facilities to their customers. The Dining and Interiors of
the Hotel attracts the customers and make their experience wonderful.
TASK 1
P1
Resort is a place where entertainment and recreation facilities are provided to the people
who come to enjoy their vacations. The resorts are of various types such as recreation resorts, all
inclusive resorts, destination resorts, historic resorts, ecotourism and ecological resorts, dude
ranches, casino and amusement park resorts and adult’s only resorts. The recreation resorts
include health focused or sports resort. The Health focused resorts keep the focus on improving
the health of client and guide them for yoga and special diets. The Sport focused resort provides
sports facility where people can enjoy and get access to enjoy the sports such as golfing
gateways (Butler, 2019). The resort also provides highly regarded instructors, accommodation,
meal and packages that cover cart fees. All inclusive resorts provide a huge selection of
amenities with fixed price model. The Destination resort is mainly located in a place where
people get attracted and experience an unforgettable natural beauty. Historic resort focuses on
history and archaeological areas. Dude ranches are the resort where people can experience
rugged life and enjoy hit meal and soft beds. Casino and amusement resorts include the poker

lessons, magic shows, play shot machines and circus acts. Adult’s resort focus on the customer
who is of young and elder age so that they can have fun with their partners. The features of resort
hotels are they provide exciting recreational activities, offer a new taste in dining, provides
dynamic cultural activities and also provide a relaxing spa treatment to their customer. There are
many issues and challenges faced by resorts such as changing expectation of customers, new
technologies, political and security challenges, skilled labour shortage, excellent services and
sustainability. These are some challenges which are faced by the resorts and it creates a huge
impact on the sales and profitability of the Resorts. For managing the challenges resorts takes
many actions in order to reduce the problems. For example, when expectation of customer’s
changes they provide services according to their needs and requirements, as in COVID 19
pandemic the resorts are providing contactless hotel services to their customers with right
technology that helps in maintain social distancing. The main aim of resorts is to provide the
excellent services to their customers, some people get dissatisfied with the services to prevent
from getting image down, and manager must ask feedback from their customers in order to
improve the facilities and services.
P2
Front Officer Department is one of the important departments in Hotel as it receives the
visitors; they are consider as the face and voice. The Front officer department is most visible
department as it helps in providing guidance and helps the customers related to their query and
complaints. The Front officer executive plays an important role in increasing the experience of
customers by handling their complaints and providing them a solution. When customer enters
into the Resort they firstly interact with front office executive and they only reflects the culture
and environment of the Resort (Dwyer and Lund-Durlacher, 2018). They handle the transaction
between resort and its customers. The Front officer executives receive the customers, handle
their request and develop a front impression in the mind of customer. The Department includes
uniformed services, Private Branches Exchange, front office accounting services, Front desk and
Concierges. The Ritz London also have a front officer department in their resort as they helps in
creating the database of customer, managing their accounts, providing and managing customer
services, trying to sell services, ensuring satisfaction of consumers and handling in house
communication through private branches exchange. The Front officer department is responsible
in performing all the activities related to Check-ins and Check outs, they also manages online

and phone reservation and inform customers related to the payment methods and verifying their
credit card data’s. The Front office department face many issues such as maintaining patient
emotions, handling call volumes and marinating etiquettes on phone calls, managing patient wait
times and patient flow and also they face complaint resolution issue. These issues create a
problem for front office department they feel bored which reduces their motivation and affects
the performance of business.
Housekeeping department helps in providing cleaning facilities, makes comfortable, safe
and pleasant environment of Resort. Housekeeping department conducts an operational activities
and they are responsible for maintenance, cleaning, public areas, surroundings, back areas and up
keep of rooms properly by maintain the hygiene. The Ritz London also have a house keeping
department in their resort, they provide comfortable, restful stay and cleanliness in Resort to
attract more and more customers. The Housekeeping department is considered as invisible
department for many customers (Hu and Olivieri, 2020). They perform various duties such as
dusting and polishing fixtures and furniture, cleaning the toilets, bathtub, showers and sinks,
making beds and changing linen, washing windows, ironing clothing items, keep bathrooms
stocked with toiletries, clean linen and other materials, emptying trash receptacles, monitoring
cleaning supplies and reporting any necessary repairs. The Housekeeping department also faces
the issues which can create an impact on the profit of the Resort such as broken lights, looking
unprofessional, rude behaviour with customers and not performing eth work with health and
safety. For overcoming the problems in housekeeping department, resort can Organise training
and development programs for staff members in order to increase their performance, abilities,
knowledge and skills.
TASK 2
P3
The Resorts provide various packages to their customers they includes various benefits
which their guest can avail by taking a package and enjoy the Vacation. The Packages can be
Normal Package, Deluxe Package, Honeymoon Packages, family packages, etc. These packages
include various benefits and facilities for their guest which they can gain by availing the package
(Hughes and Murray, 2018). The Selection of package depends on the pocket of customers they
can purchase any of the packages according to their wish and experience the facilities provided

by the resort. The Normal package includes room, certain amount of drinks and meals and
activities during a stay. The Normal package contains one time two time free meal which
customers need not to pay during their stay. The Normal Package includes normal facilities and
its can be afforded by medium and premium class people. The Deluxe packages includes
facilities more than normal packages it includes extra benefits which customers can avail, mainly
these packages are created for premium class people who can afford it easily. The Honeymoon
packages in created for the newly married couple, the resort provide ample of facilities to
couples so that they can enjoy their trip and also they provide cab and transport facilities to their
guest for enjoying the City Tour (Koster and Carson, 2019). The family packages are crated for a
group of person in which king size bed and double bed rooms are provided to customers and
their trip responsibility is taken by the Resort, they only look out the activities from starting to
the end of Journey and create a beautiful experiences for their guest. These packages help in
increasing the sales of the resort as if more and more people grab packages, sales of the resort
increases.
TASK 3
P4
The Ritz London is focusing on London Market and wants to increase their profits and sale
in London Market. The Resort Target all age of people whether young or adult as their main aim
is to increase the customer base and the business more profitable. In London there are many
competitors of Ritz London they provide similar services. The Competitors are Hilton, Belmond,
Ellerman House, Hyatt Hotels, etc. They all provide same services and facilities which The Ritz
London provides. The Resort location is London as the city have well educated people who lives
lavishing life and are ready to pay the premium price for the best facilities (Ma, Dai and Fan,
2020). The people of London enjoy their life by planning a vacation Trip with their friends,
colleagues and family. London comes in advanced Country UK having latest technologies in the
field of Hotel Industry. The Hotel Industry in London uses latest technology to attract the large
number of customers and provides advanced facilities that fulfils the needs and requirements of
customers and also increase their experience. In London all the resource which is required for
making the business successful can be easily available; the Resort can get highly educated staff
members, technological resources, knowledge, reputation and brand. The need of the target

market is to improve the customer experiences by using more advanced technologies such as
using robots in dining area that reduces the time of the customers in ordering and waiting from
their meal, personalised bedrooms that makes the people more comfort and increase the
experiences as they get their room features according to their taste and preferences (Rafailova
and Marinov, 2019). For fulfilling the needs of guest, Ritz London is looking to provide super
deluxe services to customers in order to increase their experiences.
P5
Objective
The objective of the Resort is to improve the customer experiences by providing extra
facilities that attracts guest and helps in creating large customer base.
Overview
The Super deluxe package includes the ample of facilities which attracts more and more
people to buy the package and enjoy their vacation safely and healthy. The super deluxe package
includes room, free meal, Wi-Fi facility, personal swimming pool, spa facility, gym facility and a
personal vehicle for interacting with the beauty of London. This package is for the people who
want to gain the wonderful experiences in their vacation and avail the benefits in the package.
Features
The feature of the package is that it is attractive and targets the premium people who can
afford it. It improves customer experience by providing extra benefits which makes them attracts
towards the resort (Roxas, Rivera and Gutierrez, 2020). The Cost of the package is high as
compare to other packages due to its extra facilities and services.
Implementation
The Super deluxe package is implemented in order to grab the attention of large number
of people. The Ritz London is confident that they can attract more and more customers who likes
to live lavishing life and want their personal swimming pool that remain hygiene free.
Monitoring and Controlling
The package is monitored and controlled, manager review the progress and performance of
the package and find out how many customers get attracted with the super deluxe package.

TASK 4
P6
Hotel Ritz London was opened in 1906, they are committed to conservation of Grade 11
listed building and also contributing to future well beings of people. The Hotel is focusing on
reducing the environmental impacts of hotel’s and carbon footprint through sustainable practices.
The Resort is also working on reducing the harmful effects which is created due to the Carbon
footprints as it can affect the society and people. Even the resort has partners with
CleanConscience, it is a form of Company which focuses on reducing the waste from hospitality
industry such as recovering partly used soap, guest amenities and hitting landfills. The Resort is
also awarded Gold by Green Tourism in recognition of Commitment to Sustainable Hospitality.
The Partnership with CleanConscience helps them to recycle the toiletries and soap which goes
to landfill. The waste materials are reprocessed and it is donated to Charities in UK and
distribute to the people who need it (Sainaghi, De Carlo and d’Angella, 2019). The team of
CleanConscience makes it very easy for the Hotel by understanding the demand of hotel
operations in detail and recycle the soap and toiletries in hygienic manner with complete
transparency. The Ritz London is a member of sustainable restaurant association in which the
hotel has a policy to purchase the fresh ingredients from Market. The Kitchen of the Hotel is
renovated and they use induction with no gas and kitchen also includes pots and pans with
traditional looks, they also focus on minimising the water used in grease and washing up in
drainage system. To monitor the energy losses, the windows of hotels are double glazed and the
building is thermal tested properly (Wu, Zheng and Wang, 2020). The Electricity in the Hotel is
procured is Green energy, they keep public areas lightening into minimum overnight. The Ritz
London has replaced the lamps in guest corridors and bedroom with LED energy saving bulbs.
The Hotel rooms are fitted with water pressure reducers so that it can minimised the amount of
water wasted. The Ritz London also follows the legislation regarding the waste disposal they
work under The Environment Protection Act 1990, The Controlled Waste Regulations 1991, and
The Special Waste Regulations 1996.
CONCLUSION
From the above information it is being concluded that Hotels and resorts plays an important
role for making a trip wonderful, they provide various facilities which people can enjoy and gain

beautiful experience in their Journey. The Hotels and resorts also contribute to the society by
providing quality jobs to people, increasing attractiveness of city and contribute in Charity. The
Hotels and resorts also support their communities by capital investment, civic leadership,
sponsorship and tourist related development and promotion. They provide ample of benefits to
their customers such as comfort and convenience, entertainment, attractions transportation,
vacation packages and choice of activities. It is important for the Resorts and Hotels to improve
the customer experience as they are the one who gives reviews and feedback on social
networking sites. If feedback and reviews are not satisfactory it can create a huge impact on the
performance of business. So, Hotels and resorts must ensure that customer may experience a
good facilities and services in order to gain positive feedback and reviews.

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