All business organizations strive to maximize their annual returns by setting appropriate strategies. Strategies vary depending on services or products offered. One of the most effective strategies commonly used is ensuring customer satisfaction. Organizations usually emphasize value-added services and products to increase their market space. Factors such as the location of an organization, a variety of products/services offered, an organization’s culture, and employees’ relationship with customers all contribute to adding value to the services or products. This report focuses on strategies employed by the management that runs Fairmont Mayakoba Riviera Maya resort to ensure a benefit in service delivery (Hill & Alexander 2006, p. 12).
Details of the resort
Fairmont Mayakoba Riviera Maya resort is one of the multiple outlets of Fairmont Hotels and Resorts and an international leader in the hospitality industry. The institution boasts of improved service delivery since the establishment in 2006. Not only the management strategies in place have influence service delivery but also the natural settings. However, there is a potential challenge from other luxurious resorts that have kept the management on toes to incorporate all resort services to the customers (Fairmont MAYAKOBA 2012).
Evaluation of the resort services
A strong correlation exists between customer satisfaction, retention, and profitability. The management to accomplish this emphasizes factors that add value to their services. For instance, the management has put in place the principles on services cape theory in the design and execution of the premises of activities (Fairmont MAYAKOBA 2012). Through this, customers make a judgment about the service provider developing a positive attitude towards the resort in this case.
Since a hotel forms a basis for all resorts, The Riviera Maya resort management has put a significant emphasis on it. The hotel provides varied experiences from different ecosystems particularly, tropical forest, mangrove, coastal dunes, as well as water canals. Additionally, there are numerous hotel amenities such as AAA-Four Diamond, Cafe Maya, Las Brisas, and La Laguna. All these serve different types of dishes. Further, attendants always deliver services to customers in their respective guest rooms on customer request (Fairmont MAYAKOBA 2012). These features certainly make visitors feel appreciated.
The prevailing condition of the ancient culture and the scene that creates a concerto of pleasant sounds and smell equally add value to the services. Additionally, the 401 accommodation rooms offer extra comfort from their contemporary standards. Visitors enjoy their stay in the rooms, as they can adjust the room conditions as desired and access communication facilities like the internet and the DSTV channels right from their rooms (Fairmont MAYAKOBA 2012).
The resort management has also gone further to incorporate sports facilities and other social facilities within the resort. Further, the management runs an adventure camp that gives visitors a chance to improve their creativity and innovativeness. Juniors have opportunities to engage in different art works and different guided adventures. They certainly learn a lot concerning cultural and natural phenomena. Such activities serve to add value to the resort’s main service, which is accommodation, and keep customers coming every other time (Fairmont MAYAKOBA 2012).
Conclusion and recommendation
The Riviera Maya resort, many other resorts have incorporated systems and facilities that make a family stay within the premises comfortable. Resorts should have facilities that cater to all family members whether senior or junior. This ensures customer comfort and willingness to revisit a resort. Moreover, the services should be diverse enough to accommodate people from different cultural backgrounds (Allen 2004, p. 79). However, it is necessary to include a shopping mall within these resorts from where customers can access services like gadget repairs and other related services.
Allen, D 2004, Customer satisfaction research management: a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations, Milwaukee: ASQ Quality Press.
Fairmont MAYAKOBA 2012, b. Guest services. Web.
Hill, N & Alexander, J 2006, The handbook of customer satisfaction and loyalty measurement, Burlington: Ashgate Publishing Company.