ASSESSMENT ON THE BEST PRACTICES OF RESORT OPERATION IN A BEACH MUNICIPALITY: BASIS FOR A PROPOSED ENHANCEMENT GUIDE ON EFFECTIVE RESORT MANAGEMENT

The research was primarily concerned with the assessment of resort operations in a beach municipality utilizing resort management best practices. This study employed a descriptive research design utilizing mixed methods. A survey-questionnaires and an interview protocol served as instrument tools to gather the required data. The respondents of the study were ten (10) identified resorts managers in a beach municipality and another pool of respondents were the resort employees and resort guests which were picked randomly by the researcher. This research had been involved in collecting, analyzing and integrating quantitative and qualitative research. Based on the findings of the study, a compilation of enhanced resort management plan was developed as the output. The result of the study revealed that an overwhelming number of the respondents were sole proprietors and had been operating for more than 12 years. The resorts are approximately three (3) to seven (7) hectares and have a resort staff of 30 and less. With regard to the demographic profile of the resort staff, the data disclosed that majority of them are female, married, less than 40 years old, professionals since they managed to finished their secondary and tertiary education. Condition and appearance of the building and resort’s security were rated by the staff and guests’ respondents as the top two best practices in resort operation in a beach municipality. Results of the analysis using the paired t-test two samples revealed that there is a significant difference in the resort’s building, security and food, and beverage. However, there is no significant difference in the resort's arrival and departure areas, transport service, safety, reception, public areas, bedrooms, amenities, and facilities. The qualitative part of the study revealed that respondents have different approaches in dealing with manpower planning and schedule, having touched base on shifting schedule, on-call and voluntary policy, and consultation approach. Most of the resorts held training among its staff and employees on a regular basis. All resorts who participated in the study do not have a customer satisfaction survey and each has no way of determining customer needs and wants. It is recommended that the Municipal Tourism Office shall encourage the resort’s owner to pursue/seek Department of Tourism (DOT) accreditation so that they could apply and granted resort rating in the future. Resort owners are encouraged to provide transport service from Maharlika highway going to the resort to attract more guests. Resorts’ owner/manager/ administrator shall provide customer satisfaction survey not only for feedback but also to have a way of determining customers' needs and wants. The Municipal Tourism Office and Department of Tourism shall organize a seminar or symposium to help resorts' owners/managers/administrators, staff and employees in employing eco-tourism management initiatives.