Recommendation on Improving the Services of Resort

The following report is a detailed analysis and diagnosis of the current situation at The Stonington Beach Hotel, Bermuda. Many aspects are considered that include the effect that maintaining the property has on human resources, marketing and the organizational structure of the business. Recommendations are made and then discussed further.

The location of the resort would be ideally located in the dense forests of Costa Rica on an exclusive location targeting a mainly North American market. In addition, due to the relaxed ambiance of the product, employees would be trained to meet the needs of this niche market with utmost informality in order to stay in line with this green concept. A warm, relaxed, friendly, and even courteous, attitude would be expected from the beginning of the experience. The secret is not to make the guest feel like he/she is in yet another business,

Aggreeing with a tour company may get a lot of visitors to hotel. Also, there is always one another hotel around one known hotel. This lucky one could gain recognition by partnering with a neighboring attraction. In today's technology, consumers are able to book their hotels by reading feedbacks and evaluating prices online. The success of a hotel often depends on how it uses key factors like customer service, advertising, cost control and product differentiation. Customer service is an significant part of the hotel experience for customers. Hotel service starts from the front-desk worker serves, as the gatekeeper of the hotel. This employee provides the customer’s first and last impression. They should create a warm and welcoming atmosphere while they meet their customers. There may be problematic situations during their stay. In that case, from gatekeeper to hotel manager, who is responsible with their comfort will need to listen carefully and understand what the problem is and then handle the situation. Thus, hotels achieve a critical success factor by ensuring the staff is knowledgeable, polite and capable of solving any conflicts that may arise at that point. Providing quality service also includes remembering the names with

3. STREAMLINED PROCESS. Manage your bookings on a calendar and get notified every time a new one comes in.

4. Increase average daily room rate to be more toward industry average. Since the survey says that only 36.6% stayed at the hotel based on price and the fact that majority of business travelers had the rooms paid for by the

One of the primary goals of this new resort is to provide value to the customer. Sales strategy is to harness the existing Island Vacation Resort booking system that has been critical to the success of all of the area's hotels and

The Hotel Monaco recognizes that 65 percent of their clients are business travelers and therefore accommodate this clientele’s stay with the appropriate amenities. They do this by providing three meeting rooms, each guest room has a two-line phone and a fax machine, they provide business services at the front desk, and have full audio/visual department. Where they go above and beyond is being the Hotel Monaco is of a boutique design with 192 rooms priced in a four-star range they provide the same quality and services of a luxury hotel but in an atmosphere of staying at a friend’s home. These adaptations in their operational organization to better suit the needs of customers within varying regions of operations have effectively proven to be profitable.

As a growing American hotel company, establishing a permanent place in local and national markets is our primary goal, and we wish to become nationally and internationally renowned as a business and tourist destination within the next 5 years. Our main mission is to provide high quality accommodations, and associated amenities and services at competitive prices to our targeted markets. Our basic business objectives are reflected in everything that we do, which is to contribute to the enrichment of the quality of lives for

Dave Sinclair, vice-president of human resources at Blue Mountain Resort (BMR), was considering his options concerning the company's service quality program. He gathered together a team of 25 BMR managers to identify opportunities to improve service quality. They had provided Dave with a number of specific proposals he wanted to evaluate and decide on a course of action. From all, Dave identified three proposals that required careful consideration: costumer flow, speed of service and information technology (IT).

“Dave Sinclair vice-president of human resources at Blue Mountain Resorts, on December 2, 1999, was looking at his service quality program by introducing three new proposals to the company executive team on Monday December 5th” (Analysis of the Case, Campbell). “Blue Mountain had been using the service quality program for the past nine years, and has improved their service rated by the customers every year. The three proposals that Dave is reviewing are ways to enhance the customers experience at Blue Mountain Resorts by making it easier to navigate and reduce stress” (the BMR official cites). As Dave analyzed the three proposals he saw that they were a very logical continuation of the service quality program that he

Fast, user-friendly online reservation system by facilitating e-ticketing and reducing staffing requirements at telephone reservation centers and airport counters. (Kuzmicki, 2009)

* Increasing the supply: The resort could provide more palapas so that more quests can have opportunity to enjoy it. However I assume that there could be a limitation of installing palapas by government (such as not to damage the nature). There is no information regarding government’s permission. If so, they should offer alternatives for customers. The alternatives could be canopies or beach umbrellas. However, these should be provided free.

special attention should be given to maintain quality in the case of the Hotel and

There are many issues that Mr. Metz should be concerned with when it comes to running the ATMI hotel. It is the general manager's job to make sure the guests are being pampered and taken cared of. The most apparent issue that the guests; Dr. Hankins and his wife had was the lack of cleanliness in the room. A hotel's

The reservation will be promoted with special ID cards. Thus, every account owner will have these cards, and the information about reservation will be sent to the server.