Resorts management and operation 2nd by mill

S N L MILL (Wiley) SECOND EDITION Resorts MANAGEMENT AND OPERATION Robert Christie Mill, Ph.D School of Hotel, Restaurant, and Tourism Management Daniels College of Business University of Denver John Wiley & Sons, Inc S N L MILL (Wiley) S N L MILL (Wiley) Resorts MANAGEMENT AND OPERATION S N L MILL (Wiley) S N L MILL (Wiley) SECOND EDITION Resorts MANAGEMENT AND OPERATION Robert Christie Mill, Ph.D School of Hotel, Restaurant, and Tourism Management Daniels College of Business University of Denver John Wiley & Sons, Inc S N L MILL (Wiley) This book is printed on acid-free paper ࠗ ϱ Copyright ᭧ 2008 by John Wiley & Sons, Inc All rights reserved Published by John Wiley & Sons, Inc., Hoboken, New Jersey Published simultaneously in Canada Anniversary Logo Design: Richard Pacifico No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted 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I Title TX911.3.M27M538 2008 647.94068—dc22 2006037901 Printed in the United States of America 10 S N L MILL (Wiley) To Patty S N L MILL (Wiley) S N L MILL (Wiley) CONTENTS FOREWORD PREFACE xi Chapter MOUNTAIN-BASED RESORTS: xv MANAGING THE OPERATION 57 Chapter RESORTS: AN INTRODUCTION INTRODUCTION TYPES OF RESORTS INDUSTRY TRENDS SUMMARY ENDNOTES 18 19 19 Chapter MOUNTAIN-BASED RESORTS: THE IMPACT OF DEVELOPMENT ON OPERATIONS 21 INTRODUCTION THE DEVELOPMENT PROCESS DESIRABLE SITES GENERAL DESIGN GUIDELINES CAPACITY SKI RUNS SKI LIFT NETWORK BASE AREA OTHER WINTER SPORTS ACTIVITIES SUSTAINABLE DEVELOPMENT MOUNTAIN RESORT MATURATION CYCLE SUMMARY ENDNOTES 22 22 26 33 34 39 40 43 46 51 54 55 55 INTRODUCTION ECONOMICS DEMOGRAPHICS SKIOGRAPHICS TRIP CHARACTERISTICS SNOWBOARDERS SNOWTUBING EXPANDING TO MULTI-AGE VISITORS ECONOMIC FEASIBILITY ANALYZING FINANCIAL STATEMENTS OPERATING CHARACTERISTICS BALANCE SHEET INCOME STATEMENT CRITICAL RATIOS SUMMER IN THE MOUNTAINS SUMMARY ENDNOTES 58 60 64 67 72 75 77 79 79 82 83 84 86 88 95 95 Chapter BEACH RESORTS AND MARINAS: THE IMPACT OF DEVELOPMENT ON OPERATIONS 96 INTRODUCTION THE DEVELOPMENT PROCESS MARINAS GENERAL DESIGN PRINCIPLES SUMMARY ENDNOTES 97 98 104 111 122 122 S N L MILL (Wiley) viii CONTENTS Chapter BEACH RESORTS AND MARINAS: MANAGING THE OPERATION INTRODUCTION BEACH RESORTS: PROFILE OF THE BEACH RESORT GUEST MANAGING THE RESOURCE DESTINATION RESORT MARINAS BOATERS MANAGING THE OPERATION BLUE FLAG SUMMARY ENDNOTES Chapter GOLF/TENNIS–BASED RESORTS: THE IMPACT OF DEVELOPMENT ON OPERATIONS INTRODUCTION GENERAL GUIDELINES PLANNING AND DEVELOPMENT GOLF COURSE TYPES DESIGN PRINCIPLES TENNIS SUMMARY ENDNOTES 124 125 125 128 134 135 135 139 144 144 PRO SHOP GOLF CART FLEET USE OF TECHNOLOGY RENOVATION PLAN SUMMARY ENDNOTES Chapter RESORT OPERATIONS: THE IMPORTANCE OF RECREATIONAL AMENITIES INTRODUCTION THE DEVELOPMENT PROCESS DEVELOPING AN AMENITY STRATEGY COMMUNITY MANAGEMENT STRUCTURES MANAGEMENT AND OPERATIONS SUMMARY ENDNOTES 200 202 208 211 211 211 215 216 216 219 223 226 231 231 145 146 147 148 155 163 174 179 179 Chapter GOLF-BASED RESORTS: MANAGING THE OPERATION 182 INTRODUCTION GOLF RESORTS GOLFERS MARKET SEGMENTS OPERATING CHARACTERISTICS TOURNAMENTS AND EVENTS 183 183 183 186 190 194 Chapter THE UNIQUENESS OF TIMESHARE RESORT OPERATIONS RESORT MANAGEMENT INTRODUCTION TIMESHARE GUESTS / OWNERS ACTIVITIES MARKETING MARKETING THE TIMESHARE PRODUCT OPERATIONS RESERVATIONS AND THE FRONT DESK HOUSEKEEPING MAINTENANCE AND ENGINEERING ACCOUNTING AND FINANCE FINANCING THE TIMESHARE SUMMARY ENDNOTES 233 234 234 235 240 240 241 244 247 250 253 256 256 258 258 S N L MILL (Wiley) INDEX musicians, 381 staffing, 381, 386 theatres, 381 photography, 383 shopping, 383 shore excursions, 381–382 destinations, 403–411 definition of, 403–404 itinerary, 405–411 port of call, 404–407 destination analysis / evaluation, 404–405 and stakeholders, 404 tendering, 404 eco-cruises, 372 health, safety, and security, 396–400, 407–408 Centers for Disease Control, 396– 397 regulations, 407–408 SARS, 407 screening, 407 safety, 398–400 equipment, 400 International Ship and Port Facility Agreement (ISPS), 399–400 security standards, 399–400 ship’s security officer (SSO), 400 and terrorism, 398–399 Vessel Sanitation Program, 396–398 food safety, 398 and inspection, 397–398 swimming pools, 398 water, 398 Hebridean Princess, 371 homeland cruising, 369 itinerary, 405–411 criteria for, 405–406 issues in planning, 406–407 logistics, 408 and regulations, 407–408 health, 407–408 in Europe, 407 in US, 407 shore excursions, 408–411 elements of, 408–409 promotion, 409 465 tour sales, 409 tour design, 410 tour guides, 411 major players, 369–370 importance of brand, 369–370 management, 387–396 accommodation, 394–396 housekeeping, 385–396 importance of, 395 and occupancy, 394–395 staffing, 395–396 customer service, 389–391 advantages, 381 difficulty of, 389 most important elements, 390 and manager of operations, 390–391 self-service options, 390 facilities, 393–396 environment, 396 yield management, 393–394 revenue and costs, 393–394 food and beverage 391–393 hotel department, 387, 389–391 purser, 394–395 store, 393 supplies and services, 392–393 and bookings, 394 computerized stock management, 393–394 head storekeeper, 391 storage, 392 yield management, 394 teams for, 389 tipping, 391 the operation, 400–403 case study of staffing, 400–401 marketing the cruise product, 372– 384 customer identity, 372 customer need, 372 impact of negative influences, 373 distribution system, 372–376 alliances, 375–376 cruise operators, 373 market segments, 373–375 enthusiastic baby boomers, 374 explorers, 375 S N L MILL (Wiley) 466 INDEX Cruise ships (continued ) consummate shoppers, 375 luxury seekers, 374–375 restless baby boomers, 373–374 ship buffs, 375 maximizing occupancy, 394 online booking, 373 packaging, 394 product focused, 372 promotion, 409 travel agents, 373, 375 associations for, 375 changes in booking scene, 375 retirement on, 374 ship classifications, 370–371 and amenities, 370 budget or value, 370–371 luxury, 370 and customer service, 390 niche or specialty, 371 premium, 370–371 resort / contemporary, 370–371 shore excursions, 408–411 staffing, 384–387 case study, 400–401 community of crew, 401–402 deck department, 385 engine department, 385–386 groupings, 384–385 hotel department, 387 entertainment department, 386–387 medical department, 386 radio officers, 386 responsibilities, 384–385 themed, 270, 370–371 travel by ship, 368 history of, 368 trends in, 368 Queen Mary II, 371, 395 working on, 388 D Degraff, Donald and Kathy, 263 Demographics: of skiers, 64–67 of snowboarders, 64–67 of golfers, 188–190, 196 Desirable sites: and mountain-based resorts, 26–33 and beach resorts, 102–104 Destination clubs, 14 Destination spa, 308 Destinations, making them popular, Developments, types of, 16 Direct mailing, 243–244 p’s of success, 244 advantages of, 243 disadvantages of, 244 Disney, 6, 7, 11, 234 Dredging, 112 E Ecotourism, 19, 97, 347–351 and cruises, 372 design practices, 328–350 and luxury elements, 350 wilderness tours, 354 Ecolodges, 347–351 operations, 351 trends, 351 versus traditional lodges, 348 Ecosystem of costal zones, 129 Effleurage massage, 322 Environmental concerns: beaches, 128–131 blue-flag certification, 128–131 cruise ships, 396 waste control, 396 golf courses, 147 environmentally-friendly courses, 158 and GPS, 208–209 natural features, 220 and timeshare renovations, 255 water management, 184 marinas, 107–109 carrying capacity, 109 facilities, 118 guidelines, 105 impact of environmentalism, 107 offshore marinas, 113 resource conservation, 107 water levels, 105 mountain-based resorts, 31–32, 52–54 S N L MILL (Wiley) INDEX environmental mission statements, 53 and global warming, 63, 65 water-based resorts, 135–139 anchoring, 135–136 back beaches, 101 boat operation, 136 boat sewage and garbage disposal, 136–137 coral, 99, 129, 135–136 erosion, 99, 100 pollution, 99, 128–129, 136–137 snorkeling, diving, and snuba, 137–138 turtles, 134 water quality, 103, 128–129 waterparks, 334 Environmental tourism, see Ecotourism; Trails Equity club, 227 Erosion, 99, 100, 103–104, 105 Exfoliation, 316 Extreme sports, 360 F Family-based travel: beach based, 132 mountain based, 94 and timeshares, 242 Farrel, Patrica, 261, 281 Farwell, Ted, 79 Ferris wheel, Financial statements, 82–83 First aid, 131, 133 Fitness facilities, 18, 218, 314 and adventure travel, 362–365 pools, 328 Renaissance ClubSport concept, 336– 342 Fixed week option, Floating resorts, see Cruise ships Floating week option, 12 Four season resorts, 6, mountain based, 73, 91 and indoor waterparks, 330–331 off-season promotions, 238 timeshares, 240 467 Fraser, Charles E., Full-body facial, 317 Full-body mud mask, 317 Full-body treatment, 317 G Gambling, see Casinos Gaming market, 415–417, see also Casinos Gee, Chuck, Gentry, Robert A., 234 Golf, distance standards for par, 155, 157 and fun, 184 hole styles, 161–162 heroic, 162 penal, 161 strategic, 162 bite-off holes, 162 ice golf, 209 instruction and training aids, 185 club fitting, 185 other training aids, 185 practice, 185 videotaping, 185 resorts, 183 tees, 166 and tee times, 198 and traveling, 186–187 selection of location, 187 Golf-based resorts, 146–174, 183–211 climate, 154 costs: construction planning, 169 and greens, 169 land, 152 and layout, 159 maintenance 154–155, 169 design principles, 163–174 accessibility, 170, 172 aesthetics, 170–171 balance, 168 carts, 173 clubhouses, 172–173 construction planning, 169 costs, 169 factors to consider, 163 S N L MILL (Wiley) 468 INDEX Golf-based resorts (continued ) fairness, 166–168 flexibility, 166 flow, 168 for play, 166–168 layouts, 173 maintenance, 169 natural hazards, 166–168 progression, 168 remodeling, 173–174 schedule of, 174 safety, 163–165 diagrams, 164–165 shot value, 166 tournament qualities, 170 Frost Belt resorts, 191–194, 204 general guidelines, 147–148 golf cart fleet, 202–208 electric versus gas, 205–206 and four-season resorts, 220 inventory control, 204 lease versus buy, 202–204 maintenance, 206–207 and operations, 192 responsibilities of drivers, 205 risk management, 207–208 types of leases, 202–204 golf courses: and average golfers, 146 early, 220 environmentally friendly, 158 irrigation system, 153–154 land cost, 152 maintenance, 154–155, 169 negative environmental impact, 147 positive environmental impact, 147 purpose of, 146 and real estate, 146 and residential communities, 148 tree placement, 160 types, 155–162 Old Works, 167 water supply, 152–154 Xeriscape, 153 golf course types, 155–162 comparing layouts, 159–160 core golf courses, 157 double fairway continuous, 159 double fairway with returning nines, 159 diagrams of, 156 other, 159–160 regulation, 155–157 single fairway continuous, 157 single fairway continuous with returning nines, 157 golf hole styles, 161–162 heroic, 162 penal, 161 strategic, 162 bite-off holes, 162 golf shops, 173, 200–202 accessories, 200–201 credit cards, 201–202 displays, 201 inventory control, 201 layout, 298–299 margin enhancements, 200 pro shops, 293 retail revenue, 290 sales figures, 201 trends in women’s clothing, 301 golfers, 183–185 best customers, 188 core, 186 information sources of, 187–188 and loyalty, 188–189 participation, 183 growth rate of, 183 preferences, 168 spending, 189–190 grass, 150 industry trends, 183–185 future of, 183–184 tax incentives, 185 in Japan, 148 market segments, 186–190 and core golfers, 186 golf’s best customers, 188 golf travelers, 186 golfer loyalty, 188–189 selection criteria, 186–187 sources of information, 187–188 spending, 189–190 operation characteristics, 190–193 S N L MILL (Wiley) INDEX expenses, 193 operations, 191–192 season length, 191–192 statistics of, 191–192 revenues, 192–193 and golf carts, 206 and golf shops, 200–202, 290 staffing, 193–194 ownership types, 148 daily fee, 148 membership-owner equity club, 148 non-equity private club, 148 planning and development, 148–155 clearing required, 151–152 landscape architect, 149 natural hazards, 150 and fairness, 166–168 shape of property, 149 size of property, 149 soil characteristics, 151 topography, 149–150 vegetation, 151 renovation plan, 211 Sun Belt resorts, 191–194, 202 top states for, 190–191 tournaments and events, 194–199 banquets, 199–200 benefits of, 194 business golf, 194–196 hole-in-one, 196 liability, 199 golfers, 199 security, 199 spectators, 199 sponsorship options, 196 timeline, 197–199 women and, 197 use of technology, 208–211 and course management, 210–211 computers, 210–211 computerized irrigation system, 210–211 GPS, 208–210 environment, 208–209 speeding play, 208 tree inventory, 209–210 469 tree placement and removal, 209 GPS, 208–210 Guest activity programming, 261–283 approach, 262 benefits of, 261–262 cluster and activities analysis, 267– 269 activities analysis, 268 cluster analysis, 268–269 external factors, 263 format, 269–273 competition, 271 drop-in activities, 272 instruction, 271 social activities, 271 special events, 272 spectators, 273 trips, 271 goals and objectives, 266–267 and guest needs, 263–265, 270 assessment of, 264–265 techniques for, 265 reasons for activity participation, 263–264 model, 264 program areas, 273 program evaluation, 281–283 approaches to, 281–283 and effect on participants, 282–283 evaluating program effectiveness, 281 and objectives, 281–282 and standards, 282 program planning, 272–281 allocation of funding, 276–277 facility availability, 280–281 budgeting, 276 leadership, 274–275 pricing, 277, 279 differential pricing, 277 initial price, 279 pricing objectives, 277 program cost, 276 promoting the program, 281 scheduling, 279 steps in, 273 volunteers, 276 S N L MILL (Wiley) 470 INDEX Guest activity programming (continued ) recreation, 261 risk management, 280–281 satisfaction, 261–262 steps in, 262–263 Graham, Virginia, 174 Grahame, Kenneth, 134 Gravity sports, 89 Greeks, H Handicap Access, 121–122 beach, 134 and marinas, 121–122 sports programs for the disabled, 363–365 Hard adventure, 354–356 Herbal body wrap, 317–318 Hiking, 357 Horseback riding, 359 Hydrotherapy, see Water therapy I Ice skating, 51 Indoor waterparks, see Waterpark(s) International Ship and Port Facility Agreement (ISPS), 399–400 J Japanese shopping behavior, 287 Johnson, Samuel, 267 Jordan, Debra J L Lake / river resorts, Landlocked marina, 114–115 Las Vegas and Nevada, 415–416, 421– 422, 442, 455, 458 Leisure travel, availability, Lifeguards, 131 Location, 8–9 Locks, 112 Lowe, Rob, 12 Lundegren, Herberta M., 261, 281 M Marinas, 104–122 Blue Flag certification, 139–144 environmental management, 139– 141 management, 140 objectives, 140 sanitary facilities, 141 waste disposal, 140 regulations for individual boat owners, 143–144 safety and services, 141–142 emergency plan, 141–142 maps, 142 posted safety precautions, 142 water quality, 143 boat capacity, 106, 109 boats and boaters, 135 boat operation, 136 boat sewage and garbage disposal, 136–137 regulations for owners, 143–144 controlling losses, 11 destination resort marinas, 134–135 development process of, 104–11 criteria for, 109–11 environmental guidelines, 105 onshore / offshore, 106 water levels, 106 steps in, 104 general design principles, 111–122 geography-engineering, 112–113 bulkheads, 113 breakwaters, 113 cost, 112–113 locks, 112 piles, 113 layout, 115–122 boat storage, 120–121 circulation pattern, 118 handicap access, 121–122 mooring layout, 115–118 parking, 118 piers, 115–117 profile of, 115–118 social interests, 118–119 support facilities, 119–121 types of marinas, 113–115 S N L MILL (Wiley) INDEX built in, 114–115 landlocked, 114–115 offshore, 113–114 recessed, 113–114 integration with local area, 120 legal and policy context, 106–109 goals affecting, 107 permits, 107–108 approval checklist, 107 and dredging, 112 managing the operation, 135–144 anchoring, 135–136 boats, 136–137 environmental impacts, 135–144 marine wildlife viewing, 139 recreational fishing, 139 seafood consumption, 138–139 snorkeling, diving, and snuba, 137–138 souvenir purchasing, 138–139 Mackenzie, Dr Alastair, 103 Management: of cruise ships, 387–396 Mandock, Pedro, 234 Marine wildlife viewing, 139 Massage(s), 238, 317, 322–323 Effleurage, 322–323 Mastercorp, 252 McGovern, William, 183 Merchandising, 293–299 displays, 294–295 getting message noticed, 296–298 impulse buying, 295 merchandise analysis, 304 retail competition, 293–294 principles, 294–295 placement, 298–299 vendors, 295–296 Miller, Erica, 313 Mixed-use developments, 15–17 pros and cons, 16 Morash, Jim, 256 Mountain-based resorts, 22–55, 58–95, see also ski areas attractiveness, 27–30 length of season, 30 major constraint of, 30 of ski lifts, 41–42 471 snowmaking, 27 terrain, 29–30 balance sheet, 83–84 current ratio, 84 debt ratio, 84 networking capital, 84 base areas, 43–46, see also base areas bears, 47 capacity of, 30, 34–39, 79–80 nightskiing, 39 persons at one time, (PAOT), 39 potential, 34–35 skiers at one time, (SAOT), 38 of ski lifts, 40 of terrain, 35 community of, 38 conference centers, 91–93 critical ratios, 87–89 critical variables, 79–81 capital investment, 80 length of season, 80 revenue per skier visit, 81 ski area capacity, 79–80 design guidelines, 33–34 of ski runs, 39–40 desirable sites, 26–33 site feasibility, 27–33 access to markets, 31 attracting customers, 31 attractiveness, 27, 29–30 criterion for, 28–29 environmental limitations, 31–32 major constraint of, 30 terrain, 29–30 development process of, 22–26 concept and objectives, 23 economic balance, 23 physical balance, 22–23 planning process, 23–26 economic feasibility, 79–81 economics of, 60–64 capital improvements, 62 distribution by size, 60–61 lift numbers, 61 number of ski areas, 60 top states / regions, 62 vertical transport feet / hour, 61 S N L MILL (Wiley) 472 INDEX Mountain-based resorts (continued ) environmental concerns, 31–32, 52– 54 expenses, 86 financial statements, 82–83 four-season, 91 income statements, 84–86 indicators of quality, 22 maturation cycle, 54 multi-age visitors, 79 permits, 26–27 problems, 94–95 expansion, 94–95 housing, 94 real estate, 30, 62, 93 retail development of, 30 revenue, 85 safety, 37, 40, 79 season passes, 69, 85 ski lift network, 40–42 capacity of, 40–41 types of, 42 upgrades to, 62 and ski runs, 39–40 snowboarders, 75–77, see also Snowboarding snowtubing, 77–78 summer season, 73, 88–95 summer activities, 88–89 waterparks, 90–91 sustainable development, 51–54 terrain features, 62–64 trends, 9, 59 trip characteristics, 72–75 visits by ticket type, 86 winter sports activities, 46–51 cross-country skiing, 47–50 ice skating, 51 snowmobiling, 50 snowtubing, 77–78 tobogganing, 51 other, 79 Muirhead, Desmond, 149 Multiuse resort community, 17 N Native American (tribal) gaming, 417, 421 Nature-based activities, see Trails O Ocean resort, Onshore marinas, 106 Offshore Marinas, 106, 113–114 P Paraffin body wrap, 317 Patel, Kevin, 335 Permits: marinas, 107–108, 112 mountain-based, 26–27 Piles, 113 Points-based membership option, 12 Pools, see Swimming pools Pollution, 99, 106, 128, 136–137, 141 R Railroad, 5–6 Recessed marina, 113–114 Recreational amenities, 216–232 community management structures, 223–226 community associations, 225–226 considerations for, 225 membership, 225 structure options, 225–226 dual associations with covenant, 226 dual associations with joint committee, 225–226 single community associations, 225 single residential associations, 225 developers: community management, 224 control, 222–223 organization structures, 227–229 role of, 221 factors in, 223 government bodies, 224 power, 224 public access, 224 taxes, 224 nonprofit tax-exempt organizations, 224 covenants, 224 S N L MILL (Wiley) INDEX public access, 224 definition of, 219 developing an amenity strategy, 219– 223 changing role, 221 balancing real estate and amenities, 221 downside of, 219 importance of the customer, 220 natural features, 220 reasons for, 219 timing, 222 cost-revenue balance, 222 non-resident amenity use, 222 development process, 216–219 stages in, 217–219 construction, 218 feasibility analysis and planning, 217 operations / management, 218– 219 team for, 216 factors in, 216 management and operations, 226– 231 general approaches, 230–231 accommodating both residential and resort guests, 230–231 exclusivity, 231 membership structures, 229–230 add-on membership, 230 tiered membership, 229–230 unitary membership, 230 organizational structures, 227–228 association (ownership) membership, 228 and community sense, 229 and control, 229 comparison of options, 228–229 convertible club program, 227 and costs, 228–229 equity club, 227 right-to-use club, 227 primary and secondary uses, 265 public access, 224–225 residential areas, 219, 222–223, 230– 231 473 and membership, 229–230, 225– 226 and timesharing, 246 trends in, 218 waterparks, 231 Recreational fishing, 139 Renaissance Clubsport, 335–342 advantages of, 338 economic benefits, 339–342 evolution of concept, 336–337 premise, 337–338 Residential Lodging, 9–18 condominium hotels, 13–14 destination clubs, 14 mixed-use developments, 15–17 multi-use communities, 17 second-home developments, 15–17 and timeshares, 11–12, 15 traditional, 9–11 trends in, 15 Resort(s): activity programming for, 261–283, see Guest activity programming amenities, 4, 9, see also Amenities and Recreational amenities and beach, see Beach-based resorts, 97–104 balance sheet, 83–84 and businesses, see Business travel and casinos, 414–459, see also Casinos check in, 248 automated, 249 communities, design trends, 218, 228 destination(s), 8–9 and cruises, 403–411 economic trends, fantasy, floating, 368–412, see also Cruise ships and golf, 146–174, 183–211, see also Golf-based resorts handicap access, 121–122 beach, 134 golf courses, 170–172 sports programs, 363–365 S N L MILL (Wiley) 474 INDEX Resort(s) (continued ) history of, 2–8 hotels, 9–11 chains, 11 chains and timesharing, 234 standard rooms, 251 housekeeping, 251–252 at spas, 311 indoor water parks, 330–334 and marinas, 104, 122, see also Marinas mountain-based, 22–55, 58–95 non-destination, parking, beaches, 101 handicap access, 121 marinas, 118 mountain-based resorts, 43, 79–80 pets, 138 popularity, preferred configurations of, 15 retail, 290–305 golf, seasonality, and timesharing, 245 selling the experience, 226 social tourism, 7–8 sole purpose of, spa, 308–309 specialty, 344–365 and tennis, 174–179, see also Tennisbased resorts timesharing, 11–13, 15, 234–257 Resort industry, 4–8 Atlantic City, 5–6 Civil War, 4–5 European, 2–4, future, introduction to, 2–8 North American, 4–8 railroads, 5–6 trends in, 18–19 Retail, 290–305, see also Merchandising and cruises, 383 customer segments, 300–303 best, 302 children, 303 Generation X, 303 men, 300–301 older shoppers, 303 women, 301–303 dynamic pricing, 304 layout and design, 291–293 basket placement, 293 example of, 297 layout, 292–293 time, 291–292 transition zone, 293 operations, 299–300 and shopper conversion rate, 300 staffing, 299–300 waiting time, 300 profit ratios, 303–304 sales analysis, 303 price zones, 304 and spas, 313 Right-to-use club, 227 Risk management, 280–281 Romance-related travel, 126–128 honeymoons, 126–128 weddings, 126–127 Romans, baths, Ross, Donald, 155 Rush, Jack, 234 S Scheduling activity programs, 279 Schwanke, Dean, 223 Scotch hose or shower, 322 Scuba travel, 125–126 top dive areas, 125–126 Sea, 99 air temperature, 99 attractions, 99 attractiveness of, 99 currents / waves, 99 ecology, 99 water clarity, 99 water temperature, 99 wind and sun, 99 Seafood, 138–139 Seashore, 99–100 depth of, 100 Second-home developments, 15–17 And amenities, 219 S N L MILL (Wiley) INDEX Selengut, Stanley, 348 Shopping, see Tourist shopping Shore excursions, 381–382, 408–411 elements, 408–409 promotion, 409 tour design, 410–411 tour guides, 411 Showers, 322 Site design: of ski areas, 33–34 Ski areas, see also Mountain-based resorts characteristics of buyers, 23 development of, 23–24 environmental considerations, 32–33 merchandise revenue, 290 number of, 60 types of, 23 Skiers at one time (SAOT), 38 Skiing: and adventure travel, 359 demographics of, 33–36, 64–69 history of, 58–59 length of season, 30 night skiing, 30, 39, 72 and risk management, 281 Telemark, 67 water, 359 Ski lift network, 40–42 Ski runs, 39–40 Snowboarding, 75–77 attitudes, 76–77 demographics, 64–72 future of, 76 participation in, 76 programs and facilities, 77 Snowtubing, 77–78 Snowmaking system, 27–29 pros and cons, 32, 36, 39, 63 Snowmobiling, 50 Social tourism, Soft adventure, 19, 356–357 Souvenirs, 138–139, 288–289 authenticity of, 287 Spa development and operations, 308– 328 and cruises, 383–383 client preparation, 324 475 customer motivations and dislikes, 310 development, 308–313 of the concept, 311 definitions, 308 benefits, 310–311 dry rooms, 314, 326 early spas, 2–3, 308 European, 308 layout and design, 313–316 equipment, 314 holistic designs, 318 purchase criteria, 315, 316 marketing, 326–327 operations, 312–313 accounting, 312 retail sales, 313 revenue, 312–313 safety, 325 specialized ceilings, 315 tips for owners, 309 treatments, 316–318 aromatherapy, 323 combinations of, 326 exfoliation, 316 full-body treatment, 317 massage, 322–323 spot treatment, 318 water therapy, 319–323, see also Water therapy trends, 327–328 wet rooms, 314, 324 Specialty resorts, 344–365 Sports and games, 361–362 Staffing, 274–275 and casinos, 430 external candidates, 275 internal candidates, 275 job analysis, 274–275 job specification, 274–275 and program planning, 274–276 retail operations, 299–300 Steam room, 322 Stowell, Shannon, 358 Summer resorts, mountain-based, 88–95 Sustainable development: of mountain-based resorts, 51–54 S N L MILL (Wiley) 476 INDEX Swimming pools, 328–330 and fitness, 328 maintenance, 329–330 safety, 330 types of, 328 Swiss resorts industry, 3–4 Swiss shower, 322 T Tanning / bronzing, 317 Tiered membership, 229–230 Telemark skiing, 67 Tennis-based resorts, 174–179 management, 178 ownership and, 178 planning and design, 175–178 configurations, 175–176 clubhouses, 178 indoor structures, 178 lights, 178 surfaces, 177 nonporous courts, 177 and player preference, 177 porous courts, 177 and real estate, 174 and residential areas, 178 site selection, 174–175 and climate, 175 tennis etiquette, 179 Theme parks, Thompson, Robert, 288 Timesharing, 11–4, 15, 234–257, see also Timeshare owners bonus types, 241 changes in, 12 costs, 11 marketing, 242 definition of, 11 exchange, 241 financing, 15, 256–257 accounting, 257 records, 257 revenue sharing, 257 sales cycles, 257 statistics of, 256–257 history of, 11, 234 housekeeping, 250, 253 guest arrival and departure patterns, 252 size and location of units, 250 owner relations, 253 staffing patterns, 252 Mastercorp, 252 Part-time employees, 252 and hotel chains, 234 image of, 11 and keys, 248–249 maintenance and engineering, 253– 255 common areas, 254 major repairs, 254–255 priority order, 254–255 monthly assessment, 255 roles of owners, 253–254 and expenses, 252 management fees for, 254 renovations, 255 reasons for, 255 marketing the product, 241–244 direct mailing, 243 p’s of success, 244 advantages of, 243 disadvantages of, 244 in-house guests, 242–243 steps for the sales process, 242– 243 and purchase motivations, 241–242 referrals, 242 telemarketing, 243 operations, 244–246 activity control, 246 amenities, 246 balance sheet, 246 corporate / employer responsibility, 246 differences from traditional hotels, 244–246 employee housing, 246 facilities, 244–245 labor skills, 246 location, 245 managers, 245 personnel attitude, 245 rates, 245 recreation, 245 S N L MILL (Wiley) INDEX resorts and traditions, 246 seasonality, 245 sources of revenue, 246 visitor market, 244 mixed use developments, 15 mountain resorts, 44 off seasons, 238 other terms for, 11 plan types, 240–241 public rentals, 241 reservations and the front desk, 247– 248, 250 billing, 248 check-in, 248 owner relations, 250 reservationists, 248 complications, 248 computerized systems, 248 reservations, 247 guests of owner, 247 owners, 247 rental pools, 247 renters, 247 size and location of units, 250 cleaning, 251 outdoor landscape, 250 public spaces, 250 typical unit, 251 unit design, 250 top states for, 234–235 use, 240 Timeshare owners, 235–240 accounts, 257 and revenue, 257 check-in for, 248 demographics of, 235 dissatisfaction, 237–238 and expenses, 253 hesitation about buying, 237 amount of use, 237 expectations, 237 financial concerns, 237 management fees for, 254 part compositions, 240 preferences, 11–12 purchase motivation, 236–237, 241, 242 factors in, 236 477 Florida owners, 236–237 reservations, 247 residence, 235–236 and second-home ownership, 241– 242 and maintenance, 283 use patterns, 238–239 Tipping: and cruises, 391 Tobogganing, 51 Tourist shopping, 285–290 airports, 289–290 authenticity, 287 craft villages, 290 duty-free shopping, 289 malls, 289 nationality and shopping, 287 Japanese shopping behavior, 287 reasons for, 285–287 shopping venues, 289–290 stages of, 289 types of souvenirs, 288–289 Tourists, segmenting, 275 Traditional lodging, 9–11 Trail(s), 344–347 classification of, 344–345 cross-country skiing, 151 design considerations, 346–347 development elements, 345 function, 345 Transportation: problems, 3–4 improvement, Travel agents, 373, 375 associations for, 375 changes in booking scene, 375 Tubs, 320–321 oils, 321 treatment types, 321 U Underhill, Paco, 285 Underwater resort, 352 Unitary membership, 230 US Forest Service, 25–26, 34–35, 38, 40, 44, 46, 52 goals of, 25 S N L MILL (Wiley) 478 INDEX V Vacation ownership, 11 Vessel Sanitation Program, 396–398 Vichy shower, 322 W Waste disposal: and beach resorts, 129–131 and boats, 136–137 recycling, 130 Water-based resorts, see also Marinas; Beach development activities, 97–98 attraction of, 100 Water skiing, 359 Waterpark(s), 90–91, 231, 330–334 and children, 332–334 construction costs, 333 indoor, 330–334 size of, 331 success of, 330–341 Waterplay structures, 332 Water therapy, 319–322 best results, 320 cool water, 319 forms of, 319–320 showers, 322 tubs, 320–322 warm water, 319 Wilderness tours, 354 Winter resorts, X Xeriscape, 153 ...S N L MILL (Wiley) S N L MILL (Wiley) Resorts MANAGEMENT AND OPERATION S N L MILL (Wiley) S N L MILL (Wiley) SECOND EDITION Resorts MANAGEMENT AND OPERATION Robert Christie Mill, Ph.D School... Congress Cataloging-in-Publication Data: Mill, Robert Christie Resorts : management and operation / Robert Christie Mill. ? ?2nd ed p cm ISBN: 978-0-471-74722-2 Resorts? ? ?Management I Title TX911.3.M27M538... Visitors categorize resorts by their location and amenities Defined thus, resorts can be either ocean resorts, lake / river resorts, mountain / ski resorts, or golf resorts. 3 Ocean resorts depend