GOBANGCO, BRIAN CHRISTOPHER A.

II - B BSHM

QUALITY SERVICE MANAGEMENT

Activity 4

Recall your visit to a resort or hotel. Check and remember if the principles of design
and management by Rutledge is implemented or not implemented. Make necessary
recommendations.

Rutledge proposed seven principles of design and management for resorts and hotels, which are as
follows:

1. Quality: The resort or hotel should focus on providing high-quality services and amenities to
its guests.
2. Cleanliness: The resort or hotel should be clean and well-maintained at all times to ensure
guest satisfaction.
3. Comfort: The resort or hotel should provide a comfortable environment for guests to relax and
enjoy their stay.
4. Safety: The resort or hotel should ensure the safety of its guests by providing adequate security
measures and emergency procedures.
5. Efficiency: The resort or hotel should strive for efficiency in its operations to ensure timely and
satisfactory services.
6. Appearance: The resort or hotel should be visually appealing and aesthetically pleasing to
create a welcoming atmosphere for guests.
7. Sustainability: The resort or hotel should implement sustainable practices to minimize its
environmental impact.

If a resort or hotel were to implement these principles, guests would likely have a positive
experience and leave with a good impression. However, if these principles were not implemented,
guests could have a negative experience, which could affect the resort or hotel's reputation.

Based on these principles, I would recommend that resorts and hotels invest in their staff's
training and resources to implement these principles effectively. Moreover, they could gather guest
feedback and suggestions to continuously improve their services and offerings. Additionally, the
use of technology can streamline the check-in and check-out process, enhance communication,
and enable efficient services.