Assume Sofia is an experienced and talented GM. From the point of view of new guests arriving at the resort, how important to them will be her ability to reduce the resorts operating costs? Alternatively, how important to them will be her ability to find ways to increase the number and quality of the resorts guest service offerings?

Answer:

Looking from a guest’s point of view, I believe the most importance will lie in her ability to find ways to increase the number and quality of guest services offered by the resort. From my own experience, just something small like a sample of local chocolate for your guests that are there for say a bridal shower is very special and a great and cheap offering. The guests don’t recognize the operating costs of the resort, it is a behind the scenes, importance of the management teams. The guests won’t be bothered by it through my experience of traveling.