Your group is the management team at a family-oriented resort in a beach town that relies on the summer season for the majority of businesses’ revenues. In recent years, your resort has seen lower occupancy rates and, in turn, lower gross revenue. ? In 2019, the resort decided to survey their customers who were customers in years’ past, but didn’t stay in 2019. The survey asked why customers weren’t returning. This is what they found out: ? ? ? ? ? 40% stated lack of time/work obligations 20% stated that the resort has become too expensive 10% stated that having young children made a vacation to the resort too difficult 10% stated that they found a better option for their vacation Two past customers stated that the resort was not outfitted properly to accommodate individuals with physical disabilities You and your team are mangers at this resort and must now develop a plan to address the issues highlighted in the 2019 survey. Keep in mind your are trying to focus on the customers and the constraints that they cited in the survey. Please address the following: What is the one MOST important issue that your team will address, and why? Your team should develop TWO possible solutions for at least three of the constraints issues from the survey, and be detailed in your responses. Please be very creative in the ways in which you would possibly address these issues. Feel free to integrate the topics and strategies we discussed in class in Lesson 2.

As the resort managers, we will mainly address the issues that affect the customers due to internal factors in the resort. The highest percentage of people said that lack of time and work obligations prevented them from going on vacations. These factors are beyond the control of the management; therefore, coming up with any possible solution may be very hard. Factors such as reducing prices during public holidays may help motivate those who have tight work schedules to choose to stay in the hotel, but still, this won't generate outstanding results. Notably, 20% of people stated that the resort had become too expensive. This factor is within the control of the managers and carries a very high percentage compared to all other factors within our control. These are the most critical issues that we need to address.

Although the economy has been highly affected by the covid 19 pandemic, we still have to consider our customers. If reducing prices to the price which our customers were used to will make them come back to the resort, then why not reduce them to a reasonable amount. As the management, we will consider both the internal and external factors which affect our price then come up with an amount that is reasonable enough for the customers and us. We will add offers to some packages which involve an extended stay in the hotel to motivate our customers to spend more days in our hotel.

We will also make our resort children-friendly by having rooms containing children's beds if they want to come with their children. Construction of a baby pool and a water park for children is also underway to have a children-friendly environment. as the management, we have decided to enter into a contract with a nearby daycare where parents can be leaving the kids during the day so that they can have their own free time and also their children can get to interact with other kids. Two past customers stated that our resort does not have a disability-friendly environment. As the management, we will hire contractors who will help us make changes that will improve the accessibility of the resources in our resort. Through this, we will be able to increase the number of customers who come to our resort.