EXTRACTING LESSONS LEARNED: MANAGING HOTELS FOR HEALTH TOURISM TO ACHIEVE INTERNATIONAL STANDARDS OF SAFETY AND HYGIENE

Abstract

This research aims to extract lessons learned from the management process of a health tourism hotel for achieving the international safety and hygiene standard certification. A case study was conducted at Ao-nang Princeville Villa Resort and Spa, Krabi Province. The sample group consisted of 10 participants: hotel executives, human resources department heads, spa staff, food and beverage staff, and purchasing staff. Data were collected through in-depth interviews and focus group discussions using the GBAC STAR Global Hotel Management and Development Interview Form. The data were analyzed using content analysis.

The results revealed that the case study hotel had a two-phase management process for obtaining GBAC STAR certification: (1) The Pre-certification preparation phase: This phase consisted of three steps: the management preparation step, the document preparation for certification step, and the entering the certification process step. (2) The Post-certification implementation phase: This phase focused on the management process that helped the hotel mobilize and develop service activities to achieve its objectives. It consisted of five steps: planning, organizing, staffing, leading, and controlling.

The hotel’s management process can be applied to other hotels as a guideline for obtaining GBAC STAR certification.