INTRODUCTION

Our day to day modern lifestyle is so stressful. Our work, family and social

obligations makes us hard to find time for our self to relax. According to Erica Cirino

(health line writer) Relaxing can help keep us healthy, in both our body and mind,

helping us recover from everyday stresses that life throws us. Now a days, most people

are engaging into travelling and leisure. They spend their money for a vacation

destinations, for recreational and relaxation purposes, because of the great influence of

social media today, people finds a perfect place to capture and create great memories

and photography for their Facebook and Instagram account. But today, because of the

globally spreading novel coronavirus SARS-CoV-2 causing severe acute respiratory

syndrome (COVID-19) has resulted in social, medical and economic shocks. Strict

lockdown policies are implemented throughout our country to decrease the spread of

virus. Tourism seems to be one of the most affected activities by the COVID-19

pandemic

Crisis, due not only the cancelled flights, bookings, vacation, but also to the fear of

being infected with the virus.

A tourist destination is basically a travel destination that attracts large numbers of

travelers, or tourists. Travelers may visit these destinations to see historical sites,

natural wonders, or buildings. Some tourist attractions also have activities, such as rides

or games, or unusual novelties. Souvenirs are often sold at these destinations, and

many of these areas rely on the income generated by the travelers that visit. (Christina

Edwards)
 A resorts, is one of tourist destinations where in it is a self-contained commercial

establishment that tries to provide most of a vacationer’s wants, such as food, drink,

lodging, sports, entertainment, and shopping, on the premises. (Wikipedia)

It is one also of the best choice for some gatherings like birthdays, weddings and

anniversaries during holidays or vacations. It may also provide an array of amenities

including recreational activities. Each resorts has their own strength to attract the guest.

In this Competitive world of tourism, there are lots of resorts establishment that

are rising especially in the Province of Rizal. In light of COVID-19, operations of Resorts

in Rizal has embraced several health and safety protocols. This includes enhanced

cleanliness measures such as regular sanitation of high-touch areas, social distancing

including contactless check-in and checkout as well as protective shields in main

contact areas, and safety measures such as temperature checks for staff and guests,

personal protective equipment is worn by staff, and hand sanitizers provided throughout

the area. (Klook 2021)

Rizal province was being known for their beautiful and bountiful tourism

attraction. It is really blessed in rich in natural resources like Laguna lakes and

waterfalls, it is also bounded by Sierra Madre Mountain Ranges, cultural heritage and

more. Rizal is a green province which is the best place to unwind from crowded and

polluted metropolis. Aside to garments, Rizal is a home to more that thousands of micro,

small and medium scale enterprise which varies from handicrafts, woodworks, food

processing (making of traditional native foods & delicacies), toys, novelty items and

bamboo crafts which contributes higher income and number one in the employment
generation in the province. From those positive attribute that Rizal has, these are

factors that influence tourist intention to visit here. (www.rizalprovince.ph)

Furthermore, the researcher believes that resort must be innovative. Being

innovative has a great impact on tourist arrival, customers’ preference and its decision

making and it will open a new prospect to Rizal province’ tourist destinations.

BACKGROUND OF THE STUDY

This study aims to assess the operations of resorts industry in the selected towns

of Rizal in the new normal. Every destinations have something to share. From tiny

towns like Baras, Cardona, Jala-Jala, Morong, Pililla, Tanay, Teresa and you can be a

“Local Tourist” wherever you go. But before that, we should observe safety measures

that are being implemented by our government to avoid the spreading of the virus.

When planning for a quick getaway, our usual go-to destinations are Tagaytay,

Batangas, La Union, and Zambales. But Rizal Province has equally (and could have

more) stunning places that are worth the visit, too! In fact, some of the Rizal tourist

spots are historical and have been featured in many travel shows and magazines

already. Rizal Philippines is full of great food, fascinating museums, and activities to

enjoy whether you’re the chill traveler or the adventure-seeker. Named after the

Philippine National Hero, Dr. Jose Rizal, this province is just two hours away from

Manila! A quick trip can already make you feel like you’re miles away from the city, even

if you’re only a few hours away. (Zenrooms blog)

If you want to be a Local Tourist, you must explore with intention. When you

need a quick break from the weekday hustle, local travel is for you, aside from cheaper,
you won’t need to pack a lot. Going local, saves a ton of money. From transportation to

restaurants, do as the natives do.

Travelling local helps the native guides morally and monetarily by patronizing

their products, this means you are also supporting the locals whose livelihood are

weaved with tourism.

Relaxed health protocols that are standard across tourism destinations and

personalized packages will encourage more Filipinos to travel locally. (DOT)

Although traveling is not the only way to support our country, it is a fun and

engaging way to do so while gaining new appreciation for our homeland.

(haplesswords.)

This study focused on assessing the operations of resorts industries in selected

towns of Rizal Province, in the new normal. People travel for a variety of reasons: to

escape, explore, understand, and participate. Resort is a source of rapid expansion to

the significant evolution of tourism industry. Both could have adverse effect in the local

economy and at large. Good Venue / physical location, products and services, facilities

and amenities, tourist activities and safety and security placed the resorts in a

comparative position in the marketplace.

A resort refers to a hotel which provides access to a variety of recreation facility.

Resorts are general the main provider of guest experience where they have one or

more amenities or attraction. Examples of such amenities or attractions include beach,

ocean mountains, skiing, gaming, spas, marinas, waterpark, etc.

The resort operations include making arrangements for bed and accommodation,

making arrangement for the meals, i.e. food and the beverages, maintaining the health
and safety of the tourists, maintaining coordination between the suppliers, consumers

and maintain the communication between different tourist destination offices.

The resorts have to handle their operations in different types of situations. Their

functions vary with the difference in the markets, difference in seasons in which they

operate the space available, design and facilities and mainly because of the

expectations of the consumers with the service provided by the resorts.

A great customer service is about feeling valued and heard. This is the main

reason that guest choose on hospitality or tourism provider over others. There is

something about customer service that sets one apart from competitors. Customer

service is highly influenced by service factors which are pacing and attitude of

employees (Westcott, 2012). The greater the services provided the higher the revenue.

Therefore, services play an important role compared to location and price in making

customers purchase a certain tourism product.

Scope and Limitation of the Study

This research study intended to assess the Operations of Resorts Industries in

the Tourist Destinations in the Province of Rizal In The New Normal. There are few

limitations of the study that can become the opportunity for the future research. First,

this study only focus on the Operations of resorts in selected towns of Rizal Province.

Therefore, some aspects of this study may only be applicable to the resorts unique and

specific operations only. Second, some important documents like board paper and

minutes of the meeting cannot be accessed and analyzed due to confidentiality.

 The respondents of the study were the selected owners and staff of the selected

resorts in the district 2 of Rizal Province. The researcher randomly chose (7)

respondents entrepreneurs who owned a resort and (7) respondents for the resorts

staff. The (14) respondents were selected to get the researchers objective. The

researcher used descriptive research design in order to statistically describe, analyze

and interpret the data. Also, the study conducted through the use of research instrument

such as survey questionnaire checklist.

Statement of the Problem

This research study intended to assess the Operations of Resorts Industries in

the Tourist Destinations in the Province of Rizal In The New Normal.

Specifically, it will aim to answer the following:

1. What is the profile of respondents in terms of

1.1 years of operation ; and
1.2 monthly income?

2. What is the “new normal” in the operation of resorts in terms of:

2.1 Accommodation
2.2 Food and beverage
2.3 Water sports; and
2.4 Tours

Hypothesis of the study

The following null hypotheses were tested at 0.05 level of significance:
1. Is there a significant difference between the operations of resorts industries when
analyze according to the profile of the respondents in terms of:
1.1 years of operation; and
1.2 monthly income?
There is no significant difference between the operations of resorts
industries when analyze according to the profile of the respondents in terms of:
1.1 years of operation; and
1.2 monthly income?

2. Is there a significant relationship between the new normal operations of resorts

industries in terms of?
2.1 Accommodation
2.2 Food and beverage
2.3 Water sports; and
2.4 Tours
There is no significant relationship between the new normal operations of
resorts industries in terms of:
2.1 Accommodation
2.2 Food and beverage
2.3 Water sports; and
2.4 Tours
THEORETICAL FRAMEWORK

CONCEPTUAL FRAMEWORK
 I was able to determine that the three variables: food taste, speed of service, and

staff performance, are determining factors of customer satisfaction.

DEFINITION OF TERMS

Tourist destination - is basically a travel destination that attracts large numbers of

travelers, or tourists.
Resorts - refers to a hotel which provides access to a variety of recreation facility.