Developing a Better Understanding of Resort Management: An Inquiry into Industry Practices

Abstract

The resort industry is a distinctive and dynamic segment of the hospitality industry, producing a unique environment where managers must deal with a wide range of unique issues. Prior research into the area of resort management has been limited in scope with limited investigation into the underlying reasoning behind management practices. Furthermore, research has not attempted to identify distinctive practices specific to resorts. This addresses these areas of concern by examining current techniques and identifying underlying management themes. To complete this analysis, qualitative data relating to how management deals with consumers, employees, and general operations were collected from resort executives. In all, 21 areas of management responsibilities are discussed with two overarching themes guiding management decisions. First, using a family- or team-oriented approach was identified as playing a significant role in management practices. Second, ensuring quality customer experiences rather than just service quality was imperative. Discussion elaborates on these themes, their impacts on resort management, and the need for future research.

Keywords:

• Resort management practices
• customer experiences
• family management style
• two-stage content analysis