Customer Service and Satisfaction in the Resort Industry

Resort is a place that provides recreation and entertainment particularly to vacationers. Resorts offer first class convenience, starting from indoor and outdoor swimming pools, sports activities and instruction, water recreation, top of the line customer rooms, and dining at place. Many resorts are situated in tropical or exotic places, one of the major attractions for people wishing to have an advantage of living and experiencing lifestyles in exotic places.

The USA resort and hospitality industry has experienced a steady speed of growth despite of the cruise industries severe competition for the same customers. To fight the attack of the cruise lines tries of making resort customers into cruise passengers, the resort industry is turning to "all-inclusive" vacation packages to tempt vacationers into choosing a resort instead of a cruise with the help of extra services and a favorable atmosphere of place.

The competition between the resorts and cruise industries last and the Resort Industry task is not only to invite customers but also to make them return again and again for a rest. Traditionally, nearly all resort places provided a similar services and conveniences and that gave customers the possibility to predict the price of their vacation, while not having to worry about having extra spending money for meals and activities. Nowadays the resort industry is experimenting with various versions of discounts and extra services. This makes customers think over what resort place to choose in order to get the best services and conveniences having paid less money. The advertising of resort places makes this choice easier and more complicated at the same time as the advertisement does not always give the concrete information and often does not suit the reality. The best resorts are also increasing the availability of resort jobs, as more activities are offered for a customer and the need for more employees to operate the resorts increases.

The main competitor in the resort vacation experience is Club Med. In 2003, they started to offer a total full-length vacation experience. They presently provide about 100 villages in 40 various states for their guests' enjoyment.

The differentiation and qualified range of services with efficient operation and resource utilization can make the service in the resort more attractive for clients. All these factors enlarge revenue and benefit through effective facility utilization and enables to make a proper decision via real-time sales activity monitoring. It also gathers management know-how by standardizing operation process via work draft analysis.

Presently, the real demand for a resort is gradually increasing as the lifestyle of people modifies. Nowadays people desire more relaxation, traveling, and enjoinment. Nevertheless, as the demand and investment for a resort is growing, the kind and scope of a resort have been varied and differentiated as well. For the last years, there has been a severe competition among major recreational resorts. The superiority of the service itself is not enough to win the advantage competition. Only the resort that can offer variety and quality service to customers will survive in the severe competition.