INTRODUCTION

Service industry is made up of companies that primarily earn revenue through

providing intangible products and services. In today’s world, service industry is
dominating the business world. Now Service Industry is largest growing area of
business in every country. During the past few decades, customer’s satisfaction
had become major areas of attention to every business. Improve service leads to
greater satisfaction and ultimately increase profitability. Services touch the lives
of every person every day whether it is in the field of food services,
communication, leisure services, maintenance services, travel, amusement parks
etc. Services are increasingly being used by the corporate as well as the
household sector.

BUSINESS PROFILE

Ciudad Christhia Resort (9 Waves) is started its operation on December 11,

1990, Located in Carrieland Country Homes II, Ampid San Mateo, Rizal. Their 9
waves swimming pool cast out nine different types of waves and 69-meter double
loop water slides. Whale slide offers great amusement for kids. And a relaxing
outdoor jacuzzi. All pools are also well-monitored by 24-hours round the clock
lifeguards.

Ciudad Christhia Resort also is an ideal place to hold seminars, team buildings,
retreats, corporate event, company outings, family gatherings, school outing,
weddings and parties that will surely guarantee everyone’s satisfaction.
Goals

The goal of Ciudad Christhia Resort’s committed team, composed of the

management and their professional staff, to uphold the values of the resort with
dedication, cooperation, excellence and loyalty, thereby providing the public with
a healthy and enjoyable environment with the resort’s continuous progress.

HISTORY OF THE BUSINESS

Ciudad Christhia Resort started its operations on December 11, 1990 with
a swimming pool, several pavilions, a picnic area, and two all-around personnel.
Soon after, the company began its expansion with the construction of more
structures to showcase the resort’s bright potential and provide its community
with an outstanding recreational facility.

Today, the resort includes its renowned 9 waves swimming pool, a children and
adult’s swimming pools, a double-loop water slide, café and restaurant,
merchandise shop, events halls, conference rooms, room accommodations, an
organic farm, wall climbing and teambuilding facilities, and an activity center.
From its humble beginnings of 0.7 hectares, and now at 4.4 hectares, the resort
continues to grow, providing leisure and relaxation right at the heart of Ampid,
San Mateo, Rizal.
SERVICES OFFERED

Swimming Pools

The 9 waves swimming pool cast out nine different types of waves giving you
that beach feeling without the mess of sand in your swimsuit. An exhilarating ride
down the 69-meter double loop water slide is something you would not want to
miss. A cool whale slide offers great amusement for your kids. And a relaxing
outdoor jacuzzi is guaranteed to soothe your senses. All pools are also well-
monitored by 24-hour round the clock lifeguards.

WAVE POOL ADULT POOL KIDDIE POOL

Picnic Huts

UMBRELLA KIOSK PAVILION BIG

ACCOMODATIONS

In addition to their recreational facilities, Ciudad Christhia Resort 9 Waves also

provides relaxing and comfortable accommodations, making it an ideal choice for
group outings or family / barkada outings, team buildings and seminars.

A total of 85 rooms in four unique room types are well designed to provide a
suitable atmosphere to relax and wind down. Amply furnished, each room
includes an air conditioning, single beds, private toilet and bath, cotton towels,
and cable television. To maintain a healthy environment, all rooms are also non-
smoking.

TWIN SHARING TRIPPLE SHARING QUADRUPLE

QUANTUPLE SHARING FAMILY

SHARING
AMENITIES

Resort Café Sports and Leisure

Clinic
Boutique and One stop shop

Wi-Fi Zone PARKING and Waiting Area

Special Events Venue

Ciudad Christhia Resort Events Venues are suited for weddings, debuts, birthday
parties, corporate events and special occasions. Fully air-conditioned and can
accommodate gatherings of 100 to 600 persons.

MAHOGANY

• Fully air conditioned

• Includes sound system with surround speakers.
• 200 to 600 person capacity.
• total area of 640 sq.m

SAMPAGUITA HALL

 Fully air conditioned

 Includes sound system with surround
speakers.
 100 to 120 person capacity.
 total area of 237 sq. m

TERRAZA

 Includes sound system with surround

speakers.
 80 to 100 person capacity.
 Elevated stage.
 total area of 264 sq. m.
PART III – ENVIRONMENTAL ANALYSIS AND SERVICE MARKETING MIX
(7Ps)
STRENGTH
• Convenient location
• Brand recognition
• Reasonable price
• Offer Attractions and Events
• Numerous activities offered
• Social Media
OPPORTUNITUES
• Attracting new customer
because of accessible location
• Enhance credibility
• Customer loyalty and shared
values
• New service expected
• Expansion of infrastructure and
tourist facilities essential for
development
• Rise in online bookings
SMM (Product, Price, Place, Promotion, Process, Physical, People)
WEAKNESS
• Poor infrastructure and facilities
• Low satisfaction rating by
visitors
• Poor online strategy
• Lack of promotional activities
• Strong competition
• Covid-19
THREATS
• High cost of maintenance and
restoration
• Failure to gain loyal customers
• Difficult to meet customer needs
• Competitors offering great
service and strategies
• Rivalry between other resort
• Loss of revenue
PRODUCT

9 waves resort generally cater to tangible goods and intangible services. 9 waves
resort offer varieties of amenities and accommodations with well functional
facilities. For intangible benefits, customers will experience a relaxation and
entertainment environment at our resort after full periods of works and stress.

9waves resort Offer products like:

 Guest rooms
 Swimming pools
 Resorts Café and Restaurant
 Picnic Huts
 Conference facilities
 Recreational facilities
 Health and wellness facilities
 Express check-in checkout services
 Business center
 Parking facilities
PRICE

Ciudad Christia Resort Prices are based on service’s perceived value to a given
customer segment. They adjust their price through forecast based-price specially
in their amenities and accommodation. Essentially, this should mean that the
resort’s room rate being charged will depend on how high demand is and it
depends on seasonal demand.

CABANA GARDEN VIEW COUNTRY RIVER VIEW

VIEW
Twin Sharing 3,650 4,650 4,150 5,300
Tripple Sharing 4000 5,000 4,500 5,650
Quadruple 4500 5,500 5,000 6,150
Quintuple 5,105 6,150 5,650 6,800
Family Sharing 5,850 6,850 6,350 7,500

PLACE

Located in Carrieland Country Homes II, Ampid San Mateo, Rizal. Their 9 waves
swimming pool cast out nine different types of waves and 69-meter double loop
water slides. Whale slide offers great amusement for kids. And a relaxing outdoor
jacuzzi. All pools are also well-monitored by 24-hours round the clock lifeguards.

PROMOTION
9 Waves resort has strong brand recognition locally. Heavy focus upon visitor
experience leading to word of mouth and publicity.

Below are few promotions and communication channels used by resort:

 Brochures
 Facebook Page
 Website
 Resorts pens
 Referral and word of mouth
 Billboards/tarpaulins

PEOPLE

People in organizations of Ciudad Christia Resort employed 55 workers as of

December 2018. The resort ensures to maintain an excellent service and work
culture. Has earned recognitions for its focus on managing people. Has industry-
leading rewards and benefits in place for the employees and provide monetary
and non-monetary rewards. The resort’s target marketS are belongs to lower and
middle customers that will come to spend their vacations at resort and they will
be impress with their unique experiences and amazing atmosphere during their
stay together with excellent services offer.

PHYSICAL EVIDENCE
Ciudad Christhia Resort services are mainly intangible except for the tangible
parts like the products guests use during the stay such as facilities,
accommodation and amenities. Other forms of physical evidence include bills,
amenities, swimming pools, rooms, guest enjoying their swimming, restaurant,
lobby, events place, conference hall etc.

PROCESS

The following are the process operation in CIUDAD CHRISTHIA RESORT:

 Guests can use the resort website or app to book and manage their stay.
 The process of guest arrivals and departure
 The process of payment
 The process of leisure and recreational activities
 The focus on extra customer convenience.
 Eliminates the need and assistance of the guest.

SERVICE PETALS

INFORMATION

Ciudad Christhia Resort 9 Waves located in the heart of Ampid, San Mateo Rizal.
It is an ideal place to hold seminars, team buildings, retreats, corporate events,
company outings, family gatherings, school outing, and weddings.

Their website is: http://9wavesphilippines.com/9waves/facilities.html

CONSULTATION
The Front Desk Officer answer any questions they have about the resort and
provide details and recommendations about activities to do in the surrounding
area.

Their Website and Facebook page has assigned personnel to cater all customers
inquiries.

ORDER TAKING

Apart from the swimming pool, picnic huts and guest rooms, Ciudad Christhia
Resort has a lot of activities and leisure to offer such as Resort café, special
events venue, boutique shops, gym and outdoor activities. Guest can book their
reservation through their website.

HOSPITALITY

Ciudad Christhia Resort have been carefully appointed to the highest degree of
comfort and convenience.

 Giving friendly welcoming smile and greet from the staffs in every guest
check-in.
 Show care by listening and responding in every guests.
 Approachable Staffs.
 Offer complimentary items
 Provide fast assistance to the guest

CARE TAKING
In Ciudad Christhia Resort every effort is made to make guests feel comfortable.
To do so, the hotel provides the best in services and amenities. 

 24 hours front desk

 The building itself has fire exit, fire distinguisher and fire alarm
 For added convenience, a 24-hour clinic and ambulance are well-provided
in case of any emergency.
 All pools are also well-monitored by 24-hours round the clock lifeguards.
 Resort Parking and CCTV
 Free Wi-Fi and Waiting Area

EXEMPTION

 Guest should be sort out with minimum health restrictions. The guest is
required to use thermal scanner, wear face mask, face shield, gives basic
information about their health and observe physical distancing.

 Cooked foods, fruits in plastic containers, grilling of meat/ fish (in a foil),
water and juice are allowed.

 Grillers are provided, first come first serve basis and sharing.

 Beverages with alcohol content, liquors, beers & soft drinks are not
allowed inside the resort. Light beer & soft drinks are exclusively sold in
the resort.

 Air-conditioned Rooms: check-in time is 2:00 pm and check-out time is

12:00 noon.

 Daytime swimming: 8:00 am to 5:00 pm. * Overnight swimming: 6:00 pm

to 4:00 am
  No one is allowed to swim during swimming breaks and cleaning time
(5:00pm - 6:00pm, 4:00am - 8:00 am).

 Additionally, the company management must be able to provide solutions

and anticipation for each specific request from the customers such as the
damage and so on. A smart business must be able to anticipate
exceptions and make plans and directions for unexpected circumstances.

BILLING

The billing method used by Ciudad Christia Resort is that a customer comes
and will ask how much the price of the entrance per person and select a
picnic huts, the total bill is immediately charge and it depends on how many
are they. The cashier will explain in detail about the total bill, with an accurate
value. However, the entrance of 9 Waves on daytime swimming is ₱ 380.00
per head, while overnight swimming ₱ 450.00 per head. The amount owed is
stated verbally. Amount owed displayed by machine and full payment must be
done for the picnic hut or rooms to ensure the reservation. Reservation
payment can be done within three (3) days after log-in of reservation.

PAYMENT

Payment can be made in

 Cash
 Credit card (Visa, Mastercard & BPI with a minimum bill of Php
1,000.00)
 Metrobank

MARKETING OBJECTIVES
  Renovation of residential building of fine architectural facilities and
amenities and painted a special warm ivory color includes sculptural
pieces, functional furniture, and lighting fixtures to have a good and cozy
ambiance.

 Creating a sanitation team who’s responsible for cleaning the entire

amenities in order to keep the resort’s clean and safe from the virus.

 Use an electronic marketing as our main marketing strategy.

We will use social media platform like Youtube to promote the resort by
reaching out a local vlogger influencer like Mimiyuh.

 Adds-on to have garden fish pond with figurines, sculptures and pond
ornaments as a unique feature of 9 Waves resort.

MARKETING STRATEGIES

PRODUCT

Develop a garden fish pond to give more value of 9 Waves Resort as a new
feature. With amazing landscape plus new creativity, customers would capture
their interests even more. In fact, we will serve the best services to our
customers ahead of our competitors locally.

PLACE
The location of our resort is close to the highways and within walking distance
from E-jeep terminal. We propose to have stair lift or wheelchair ramp that is
good for the person with disability. The location of our resort would be a great
distribution issue to deal with because it has accessible and convenient location.

With amazing landscape plus new creativity, it would capture their interests even
more. In fact, we will serve the best services to our customers ahead of our
competitors locally.

PRICE

We use forecast-based pricing. Essentially, this should mean that the resort’s
room rate being charged will depends on seasonal demand. Rooms per night
fees have been developed. The fee schedule takes into account seasonal rates
specially during summer. For businesses and other large group functions, pricing
can be discounted depending upon the number of rooms reserved.

SUMMER CABANA GARDEN VIEW COUNTRY RIVER VIEW

RATES VIEW
(March- June)
Twin Sharing 3,650 4,650 4,150 5,300
Triple Sharing 4000 5,000 4,500 5,650
Quadruple 4500 5,500 5,000 6,150
Quintuple 5,105 6,150 5,650 6,800
Family Sharing 5,850 6,850 6,350 7,500

PROMOTION

• Social media platforms to generate new and potential customer, emotional

bonding and loyalty among customers. Through this social media, Ciudad
 Christhia Resort can gain information about customer behavior taste and
preference and set the best communication strategy to current and
potential customers. We aim to use Youtube as a marketing strategy by
reaching out a local influencer like Mimiyuh.

• Emphasize more in “word-of-mouth” strategy using customer’s reference

from potential customer or guest. Ciudad Christhia Resort should manage
every profile of customers and build relationship with the customers.

• Propose to have brochure and letter that introduces 9 Waves and stresses
the importance of having a good time in comfortable surroundings,
provides information on our resort services, and describes what sets us
apart from other area of resort and accommodation properties. The
promotional offer: the opportunity to receive a 10% discount on the first
nights of room rate of resort.

PROCESS

• Effective and efficient production, distribution and service standardization

in every project to improve cost efficiency, capitalize profit and enhance
competitive value to resort.

• Ciudad Christhia Resort should deliver fast and convenience services

such as advanced and accurate technical assistance.

PEOPLE

• Sustainable training program for every potential employee to improve

skills, knowledge and experience about 9 Waves resort. For this to be
 achieved, we will foster an environment in which all our employees can play a
part through continued training in excellence, emphasis on teamwork,
effective communication and innovation in all areas of the resort’s orientation.

PART VI – IMPLEMENTATION AND CONTROL

Period Date Action Responsible Budget Expected output

August 5- Renovation of Business PHP1,500,000 The preferred
September residential building owner, renovation of
15, 2021 with fine architectural General building is
facilities and painted Manager, established with
a special warm ivory Interior fine facilities and
color includes designer and painted with ivory
sculptural pieces, painter. color is achieved.
functional furniture,
and lighting fixtures
to have a good and
cozy ambiance.

July 03 2021 Creating a sanitation Resort’s Php50,000.000 Health and safety

team who’s Safety standard
responsible for Manager, observed and
cleaning the entire service attained.
amenities in order to personnel.
keep the resort’s
clean and safe from
the virus.
December Use an electronic Resort’s PHP 800,000 Reaching more
20, 2021 marketing as our Manager and target and
main marketing Marketing potential
strategy. Production customers.
We will use social
media platform like
Youtube to promote
the resort by
reaching out a local
vlogger influencer
like Mimiyuh.
November Adds-on to have General PHP 80,000 Garden fish pond
17, 2021 garden fish pond with Manager, as a new feature
figurines, sculptures Strategic of 9 Waves
and pond ornaments planning achieved.
as a unique feature Department
of 9 Waves resort.