HA401 : The Class : Operations

Module 2: Operations, Providing Memorable Experiences

Picture courtesy of The Phoenician Scottsdale

This module will provide information on the nature of resort operations. The different departments work together to provide that "Memorable Experience" for both pleasure travelers and group guests. The expectations and profile of resort guests are different from regular travelers because of possibilities of relaxation, a range of recreational activities and a higher level of service and amenities.

It is important to note that upscale or full service hotels provide excellent service in their day to day operations taking care of business and pleasure travelers. But resorts are different. What distinguishes a Marriott full service hotel from a Marriott resort, a Park Hyatt from a Hyatt resort, or a Hilton convention hotel from a Hilton resort? And where does the luxury tier of lodging fit into the scheme of things? Are Ritz-Carltons and Four Seasons different than Marriott, Hyatt and Hilton? How can I compare the new Sheraton Wild Horse Pass, Westin at Kierland, and the J.W. Marriott at Desert Ridge that all opened in the fouth quarter of 2002 in the Phoenix market?

We will discuss and answer these questions and more in the weeks ahead. In this module we will discuss in detail the following operating departments of a resort:

Topics

This module is divided into Four topics. To complete this module successfully, please complete the topics in the order shown below:

1. Rooms and Guest Service
2. Food and Beverage
3. Meetings and Group Business
4. Recreation and Activities

Go on to Module 3: Resort Marketing
or
Go back to HA401

E-mail Lloyd Shelton at Lloyd.Shelton@nau.edu
or call (928) 527-7518

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