Analysis of Mission Point Resort's Operations - a Case Study

Anna Břenková

Bachelor's thesis

Abstract:

BŘENKOVÁ, Anna. Analysis of Mission Point Resort's Operations - Case study. [Bachelor dissertation] Institute of Hospitality Management in Prague. Prague. 2013. 50 pages. The study was intended to identify aspects in need of improvement and consequently, propose recommendations for Mission Point Resort. Several objectives have been established in order to answer two research questions. First: does Mission Point Resort create superior value by exceeding guest's expectations? Second: Is there a place for substantial improvements? In which specific areas of the hotel is there room for substantial improvement? The researcher collected both primary and secondary data. One hundred hotel guests were addressed, out of them 87 were willing to respond to designed questionnaire. Statistical as well as content analyses were conducted. Findings show, that hotel operations are generally on very good level, especially reservations and bell service. On the other hand, areas in need of improvements include service in general, pool or design and size of guest rooms. Recommendations for individual sections are provided. It is concluded that MPR does not create superior value by exceeding guest's expectations, since guest's expectations are at satisfactory level only. Furthermore, areas in need of improvement are ascertained.

Abstract:

BŘENKOVÁ, Anna. Analysis of Mission Point Resort's Operations - Case study. [Bachelor dissertation] Institute of Hospitality Management in Prague. Prague. 2013. 50 pages. The study was intended to identify aspects in need of improvement and consequently, propose recommendations for Mission Point Resort. Several objectives have been established in order to answer two research questions. First: does Mission Point Resort create superior value by exceeding guest's expectations? Second: Is there a place for substantial improvements? In which specific areas of the hotel is there room for substantial improvement? The researcher collected both primary and secondary data. One hundred hotel guests were addressed, out of them 87 were willing to respond to designed questionnaire. Statistical as well as content analyses were conducted. Findings show, that hotel operations are generally on very good level, especially reservations and bell service. On the other hand, areas in need of improvements include service in general, pool or design and size of guest rooms. Recommendations for individual sections are provided. It is concluded that MPR does not create superior value by exceeding guest's expectations, since guest's expectations are at satisfactory level only. Furthermore, areas in need of improvement are ascertained.

Keywords

analysis, customer, expectations, resort, service, questionnaire, value

Language used: English

Date on which the thesis was submitted / produced: 23. 4. 2013

Thesis defence

• Date of defence: 3. 6. 2013
• Supervisor: M.A. Donna Dvorak
• Reader: PhDr. Marek Merhaut, Ph.D.

Institute of Hospitality Management in Prague

Bachelor programme / field:
Gastronomy, Hotel Management and Tourism / Hospitality Management (instruction in English)