Eco-friendly practices are becoming the norm as properties focus on renewable energy resources and water scarcity. Did you uncover a written environmental policy in place outlining their commitments and action plan? Does the resort regularly sponsor, celebrate and/or participate in environmental events? Are the resort staff regularly educated on and encouraged to participate in environmental initiatives? How do their environmental policies impact customer service levels? Are they embraced by guests or perhaps cause complaints?

 

How is customer service addressed in the resort's training and orientation programs? Are there incentive programs for great service? How does the resort empower their staff? What training and direction are provided? What job enrichment programs do they offer? Is there a process in place to promote from within? 3. Quality Assurance There are layers to an organization's quality audit. They need to look at internal self-audits and external methods. How is Quality Assurance for service implemented, checked, and controlled? What methods are used to gather feedback from guests? Is there a process in place for service recovery? How is feedback gathered and handled from resort employees i.e., Climate Survey? 4. Services for Guests Are services for guests all about fancy freebies or are there extra services guest pay for? How do they understand what guests' preferences are? What services and amenities do they offer that defines and meets the demands of their target market(s)? Do they offer packages? How do they promote them? How effective are these packages in contributing to overall occupancy and 5. RevPAR? Technology Service Systems Most travellers today are self-sufficient and tech-savvy and are comfortable using apps or mobile websites. Resorts need to make sure their offerings are up-to-date and user-friendly. Does the resort have customer friendly systems? What unique advancements do they have that positions them above their competition? (research area resort websites) What areas can they improve upon to "WOW" and enrich the customers' experience? Green Marketing & Branding Consumers are sensitive to brand messages, and they demand authenticity, transparency, and responsibility. What are the resorts green marketing and branding initiatives? Are they marketing products/amenities that are environmentally safe? Are they "green marketing" or "green washing?" 6. Heath & Well-Being Today's guest takes making their health a priority; hotels are reacting with full-service fitness centers, lap pools and spas. In addition, travellers are expecting innovative wellness options such as healthy food choices. 

What are some growing well-being trends? What are the resort's initiatives? 

Does the resort have plans to expand options for employees and guests?  

Elmhirst's Resort company history - Would you consider working at Elmhirst's Resort or a similar property? Why or why not? 

Did the experience at Elmhirst's Resort change your understanding of tourism? Why or why not?