Of the 2856 reviews of the Novotel Twin Waters Resort, 650 guests rated the resort as ‘excellent’, 1161 rated the same ‘very good’, 646 guests accorded an ‘average’ rating, and 253 commented that it was a ‘poor’ experience which they had and 130 termed their stay as ‘terrible’. Overall, one can describe the pattern of reviews to be a largely mixed set of contrasting opinions.n order to enhance Customer Experience, the following initiatives have been taken at the Novotel Twin Waters Resort:-
Regular Training Sessions for Managerial, Supervisory and Operations Level Staff in key hospitality facets such as Problem Resolution, Telephone Etiquette, Communication Skills, Relationship Management, Service Culture etc.
Key Operating Procedures have been documented for all departments, all new recruits are familiarized with these procedures to the hilt during Induction Training (Corgel, Sturman & Verma, 2011).
Special Perks for Employees who receive positive mention from guests in written/online feedback forms.
In-built Service-Culture that focuses on Personalization of Services and Going the ‘Extra Mile’ to please the guest.
The Novotel Group has a designated corporate team to ensure that their ‘sustainable development commitment’ is followed across all member hotels and resorts. The commitment is exercised via their unique Planet 21 Programme. The Programme has 21 concrete initiatives that create a positive and sustainable relationship with the local community.
Water, Energy and Waste Management
For instance, at the Novotel Twin Waters Resort, all Room-Cleaning Products/Chemicals in the Housekeeping Caddy are certified as eco-friendly. Even the room supplies and amenities are 100% biodegradable, the luxury bed linen has been innovatively eco-designed by recycling plastic bottles. Across the hotel, the use of low-energy lamps has massively contributed to energy conservation in the long run.
Licensing and Governance
Based on the offerings of the Novotel Twin Waters Resort, several licenses have been procured on mandatory basis and are renewed annually or as per the specified time period. The various legislations that govern the running of a Hospitality Business in Queensland, along with their corresponding licenses are as follows (Queensland Government, 2016):
Fair Trading Act 1989, Work Health and Safety Act 2011 – Standard Business License
Tourism Services Act 2003-Tour Operator License
Nature Conservation Act 1992, Marine Parks Act 2004- Environment License
Liquor License for the Bar
The initial study and on-site observations at the Novotel Twin Waters Resort have shed light on many vital aspects of Resort Management, Service Culture and Hospitality. A keen understanding of the various Offerings, Competitor-Set Analysis, Management Structure, Daily Operations, Legal Requirements, Marketing Techniques and Customer Service Experience has been gained.