Resort Management Rules... Ok

Published: 28 April 2008.

Contributed by Nick Buick of Refreshweb

Having just returned from 3 weeks in Greece I made an interesting observation of the several hotels and villas I stayed in. Although the managers I encountered were only too happy to provide any assistance one could imagine –I was amazed at just how laid back they all were with regard to their guest rules and regulations.

Perhaps it’s because Greeks remember what life was like under a harsh political dictatorship, perhaps because Greece is the birthplace of free-thought, or maybe its just that tourists spend so much cash no one gives a monkey’s what their guests want to do… Whatever the reason, it was so relaxing to be trusted to behave responsibly without the constant bombardment of iron-fisted hotel rules and regulations.

For example: The typical check-in process involved presenting my booking receipt, and being handed a complimentary cold drink and a set of keys. There was no ridiculous credit-card pre-authorisations or mind-bending lists of instructions and schedules being recited. Checkout was even easier “If you can be out be noon that would be great, but don’t rush…”.

One of my fondest memories was on the island of Santorini: a volcanic island believed to be the remains of the lost city; Atlantis. I was laying by the pool in the gentle Mediterranean sun with a scotch in one hand (keeping my glass well clear of the pool) a cigarette in the other (using an ashtray and sitting away from other guests, of course), and some music playing (softly) on my phone… when it suddenly struck me: There was not one ‘rule’ anywhere to be seen. No regimented pool hours, no signs forbidding running, diving, shouting, ball sport, eating, drinking, spitting, fighting, roller-blading, dogs, or urinating in the pool, no high-chaired life-guard blowing a whistle… And most importantly: no sign of guests doing anything untoward or disruptive. It was as if I’d come across a utopian society, the real city of Atlantis.

The pool was just one many of examples of laid-back, personalized and friendly hospitality I encountered from the Hotels of Greece. As someone whose taking a holiday to relax for a few weeks, this nonchalant style of hospitality really made the trip that much more refreshing.

I have no doubt if a guest was disruptive or dangerous, a resort in the Greek Islands would deal with them in the same manner as Australian resort… But the fact that guests were behaving responsibly and with consideration, without the need for so many strict, sign-posted rules and regulations was of some interest to me.

To be fair, Greece has the benefit of more liberal laws regarding alcohol consumption, public liability and smoking. Obviously this makes the laid-back style of management much easier in Greece. But I think it still begs the question, how do you view Australian resorts in comparison to overseas with regards to ‘guest rules and regulations’? Are our resort managers over-zealous with their rules? Or does their duty-of-care require them to be? Or does the typical Aussie need structured rules to understand what is acceptable? Would be interested to hear any thoughts managers (and guests) might have on this subject.

Reply from: Ian Brooks

9:35am Tuesday, 29 April 2008

Yes Nick the good old days ! I have been to Fiji several times and its very similar to what you have experienced in Greece.

Unfortunately for the poor old Aussie Manager we would be crucified under work place health and safety laws if we tried to be more laid back.

Most body corporates would indeed be seen to be negligent and we would get our buns sued off if we didn't enforce strict rules particularly surrounding glass and boisterous behaviour in pool areas.

It is nice not to have signs and rules I must admit but I cant see any Manager here being silly enough to go down that road in our litigious society.

Cheers Ian

Reply from: Nick

29 April 2008

Very true Ian, but still a darn shame.

Perhaps just one sign at the front gate: 'Thank you for not being an idiot' would provide a suitable blanket disclaimer. ;)

If I roller-skate down the fire-well and break my neck can I sue the BC for not posting a sign specifically warning against such activity? In all seriousness, where do courts draw the line between common-sense and duty of care?

Reply from: Bob the Builder

3:21pm Tuesday, 29 April 2008

I agree with you Nick,

However, in the litigious society, some rules and their signs need to be displayed and enforced. There are some true idiots around that want others to do all their thinking for them. They are unable to operate without someone telling them what they can and what they can't do.

I note from your story what you truly appreciated was personal service. You can't be sued for providing good service and providing that service with a smile. A nice cool drink upon arrival, an easy checkout time, a smile goes a long way to having your resort highly rated and remembered.

Every guest gives 100 points to a resort upon arrival and subtracts all the bad experiences or lack of service from this 100 points. The score that is left after their 3 days, 2 nights is how they rank and remember your property. As a resort manager you can improve this score by providing great service - and that doesn't cost too much.

Service these days seems to be left out. Nick has come back from Greece, telling us about good service provided in Greece. Most of us sadly, will not be able to get to Greece, but can you imagine Australian guests telling their Australian friends about an Australian resort. Success (and profits) is ensured.