Resort Operations Management

This report examines the key aspects of resort operations management, including the functions of resort operations, the role of quality systems and procedures in mitigating legal and conflict situations, and the effective management of incidents that can impact resort operations. It analyzes the structure of resort offices for different tour operators and explores the procedures implemented by tour operators to deal with various incidents, linking these procedures with guidance from legal bodies. The report uses real-world examples from resorts in the Caribbean to illustrate key concepts and provide practical insights.

Resort Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Analyse the function of resort operations.............................................................................1
1.2 Analyse the structure of the resort offices of different types of tour
operator......................................................................................................................................2
TASK 2............................................................................................................................................3
2.1 Discuss how effective quality systems and procedures affect legal
and conflict situations................................................................................................................3
2.2 analyse the impact of quality systems and procedures
implemented by tour operator on its operations.........................................................................4
TASK 3............................................................................................................................................4
3.1 Analyse incidents that affect the operations of a resort........................................................4
3.2 Evaluate the procedures to be implemented by tour operator to deal with different
incidents......................................................................................................................................5
3.3 Procedures to be implemented by a tour operator link
with guidance of legal bodies.....................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Operations management means activities through which commercial activities of
organisations are designed in appropriate way. This is group of activities which assist in
performing commercial activities. Resort is a place where people reside to enjoy vacations.
There are many activities performed in organisation which are important and significant for
entertaining (Glock, Schwindl and Jaber, 2012). There are many activities associated with resort
such as gaming zone, food facility, swimming, bar, etc. There are many departments which are
working in order to provide satisfaction to consumers. This report is based on First Choice which
deals in travel and tourism sector. This organisation was established in 1973 having head quarter
in Luton England. TUI is the parent company of First Choice. In this report there is discussion
about function and structure of resort operations, role and impact of quality system and
procedures and lastly management issues related to incident.
TASK 1
1.1 Analyse the function of resort operations
Resort is a place where people reside in order to enjoy vacations. These days there is
difference in reason of visiting various places (Zu and Kaynak, 2012). There is more crowd of
people in resorts due to official purpose, college trips, family vacations, friends outing, etc.
Hence resort managers has to plan operations in effective and relevant manner. This is essential
and important for improving brand image. Caribbean is a region of North America near
Caribbean sea, islands and coastal region. This place is good because of natural beauty. People
visit this place hence there are some resorts which increases value of this place. Some resorts
are- Jade Mountain Resort, Zoetry Agua Punta Cana, Round Hill Hotel and Villas, Fowl Cay
Resort, etc. The caves, etc. these are some beautiful places which provides view of Caribbean.
First Choice have collaboration with such resorts, so they have to plan operations according to
culture, social values of people (Hill, 2012).
Coordination and handling of tour operators- There are many departments in resorts
such as sales and marketing, food and beverages, maintenance department, etc. These are the
departments which are important for providing good services. There is difference in demand of
consumers, this is essential to make coordination among these departments. In resort, there are
coordination with different travel operations so it is essential to be in tuning with them regarding

bookings, consumer demand, etc. for instance: Managers of First Choice book resort at
Caribbean i.e. Jade Mountain Resort for Asian people. So it is essential to understand reason
behind visiting place. Then arrangement must be accordingly. This is responsibility of managers
of resort to understand demand. This is relevant for brand image of resort as well as First Choice.
Customer service function- Customers are the king for business enterprise. This is
responsibility of managers to work according to external environment, then this is relevant for
performing operations. Managers of resort must analyse demand of customers and then provide
appropriate services. There are many departments in resorts such as maintenance, room services
front office, food and beverages, etc. When there is coordination among them, so services can be
provided timely (Hofmann and et. al., 2014).
Managing the legal and health and safety issues- Resort such as Jade Mountain at
Caribbean must work in ethical manner. This is important and relevant for attaining good image
in industry. There is requirement of safety measures for customers so in case of emergency it can
be used. This is responsibility of managers of Jade Mountain Resort to work and provide services
which helps to maintain health and operations are done in ethical manner. In case of any issue to
consumer it must be resolved frequently. This can be done with the help of proper training and
open communication with workforce of Jade Mountain Resort.
1.2 Analyse the structure of the resort offices of different types of tour
operator
Resort is the place where people to enjoy vacations. There are many departments which
are working in order to provide satisfaction to consumer and achieve good brand image in
industry. Front desk services, housekeeping, maintenance, room services, etc. are some
departments which works in order to serve customers. Management of Fowl Cay Resort has
proper communication channel through which departmental head can communicate with each
other. In this resort, functional structure is followed. Hence department works according to their
assigned function. When there is demand for food, front office manager contact to food and
beverages department. While in case of check out, front office department informs to house
keeping for cleaning purpose (Maggon and Chaudhry, 2015).
In Caribbean there are different events such as winter sports which gets organised.
Hence at that time, there ate many customers who visit and resides in resort. In this case, there is
requirement some special facilities which are important and relevant to provide satisfaction to

consumers. For instance: in case of special event at Caribbean, managers of Fowl Cay Resort
must plan facility in best and appropriate manner. Managers must provide training to workforce
related to treating and greeting customers. As there is difference in culture of customers, so
managers of Fowl Cay Resort must use diversified approach of working. There must be facility
of guide, transport facility which assist in satisfaction to consumer and helps to improve mage.
This helps to provide knowledge about culture, religion of Caribbean.
TASK 2
2.1 Discuss how effective quality systems and procedures affect legal
and conflict situations
Resort is the place where people reside in their vacations. There is requirement of good
quality services which provides satisfaction to consumers. There are various resorts such as Jade
Mountain Resort, Zoetry Agua Punta Cana, Round Hill Hotel and Villas, Fowl Cay Resort, etc.
which are associated at Caribbean. These days consumer want fill return of their money with
appropriate quality (Nadarajah and Latifah Syed Abdul Kadir, 2014). Hence in order to maintain
good image in industry, it is essential to provide best services. Importance of effective quality
system in resort are as under-
 This helps to provide satisfaction to enantiomers and brand image of First Choice and
resort increases.
 With the help of quality services, customised services is also launched. This is essential
because there is difference in demand of consumer as per behavioural difference.
 When resorts provide good quality services as per demand of consumer, then it is easy for
them to collaborate with tour operators. This enhances sales and revenues of resort
operators.
Zoetry Agua Punta Cana Resort at Caribbean use approaches in order to resolve legal
and ethical issues. They have legal practitioner which provides knowledge in relation to legal
terms. Resort is the place which provides many services such as pool, pub, food and beverages,
so it is responsibility of managers of Zoetry Agua Punta Cana Resort to work in ethical and
appropriate manner. Managers of Zoetry Agua Punta Cana work according to set standards so
they are able to maintain quality of product and services (Pereira-Moliner and et. al., 2012). They
provide training to employees related to working style a well as working as per ethics and norms.

In case of any issue decisions are taken by arbitrators which are third party and free from any
biasness. Zoetry Agua Punta Cana have food licence, they take care about hygiene factor, social
and culture factor of employees. This helps to reduce possibilities of dispute among resort and
client.
For instance, there is questions on serving liquor to consumers at Zoetry Agua Punta
Cana, then this is legal issue which has to be resolved by managers of Zoetry Agua Punta Cana.
There is a legal practitioner, appointed by managers Zoetry Agua Punta Cana to handle issues.
He has proper knowledge regarding legal ethics and policies. There is a proper way to resolve
issues which arise at work place. Process of rectifying issue is as under-
 Firstly as complaint related to serving liquor to consumers, then complaint is registered to
legal practitioner.
 He takes actions to rectify issue by providing knowledge about food license and he takes
about different aspects such as time of licensing, permitted services to be served, etc.
 After this there are possibilities of two outcomes either complainant satisfies or
dissatisfied.
 In case of dissatisfaction, they are labile to make face petition in legal court. This helps to
get proper rectification of issue.
There are some issues which arise at Zoetry Agua Punta Cana resort such as-
Food quality issue- Sometimes there are some customers who have issue related to
quality of eatable. Hence there is an legal law i.e. food license which show perimeters to be
considered by managers of Zoetry Agua Punta Cana while serving and preparing food.
Safety and security of employees as well as consumers- Safety of employees is
necessary with consumers. There must be proper fire extinguishers which can be used in case of
emergency. There must be proper training to employees regarding emergency exist. There is
specific law i.e. safety and security act which maintain proper measures of safety of employees
as well as consumers.
Issue related to cleanliness- In Zoetry Agua Punta Cana Resort, cleanliness is more of
the most essential component considered by managers. This helps to reduce possibilities of
dissatisfaction among consumers. If timely cleaning of swimming pool, garden, banquet, etc.
then there are less of possibilities of this arising issues related to it.

2.2 analyse the impact of quality systems and procedures
implemented by tour operator on its operations
First Choice is the tour operator which deals inn different parts of country. They keep in
mind regarding quality aspects. This is because there is complete in in travel and tourism sector,
so this is essential to work according to expectation of consumers. This helps to motivate
employees to provide good quality services. This is relevant and significant for improving brand
image of First Choice. When managers of First Choice select resorts which provide best services,
then they are able to create brand loyalty in mind of consumers. Hence it is essential that
managers of First Choice must focus on good quality (Prajogo, K Y Tang and Lai, 2014).
For instance: managers of First Choice analyse quality of resorts, then managers of
resorts are also perform operations in best and effective manner. This improves quality of
product and services of resorts. This gives positive impact on sales and revenue of resorts. This
can be one by proper analysis of top level managers. There must be communication with
workforce and hence new and innovative approaches can be implemented in perform operations.
TASK 3
3.1 Analyse incidents that affect the operations of a resort
Round Hill Hotel and Villas is a resort in Caribbean performing commercial activities to
satisfy consumer need. Research and marketing department of Round Hill Hotel and Villas
works according to demand of consumers. There are many departments such as marketing, front
office, house keeping, food and beverages, etc. which are working to provide best quality
services to consumers. While performing regular operations, there are some miss-happening
which affects health of employees of consumers (Schwarz, Hall and Shibli, 2015).
There are some instances which happen in Round Hill Hotel and Villas resort and affect
health of consumers. Water of swimming pool at resort is not cleaned from last 2 weeks, there
are some insects arise in it. At pool party, there is skin problem to consumers. This proves to be
unethical behaviour of resort and shows inefficiency in working. This case shows
irresponsiveness of cleanliness department. This affects brand image of Round Hill Hotel and
Villas resort in industry and affects efficiency also.
Apart from this there are some cases at Round Hill Hotel and Villas resorts which affects
health of employees. Resorts provides services for 24*7 hours. There is requirekrent of

employees at day as well as night. Managers of Round Hill Hotel and Villas resort fix shifts for
employees. They have work provide nigh shift for a week in one moth. In this case, there are
some employees which face issue in their sleep. There is stress to employees because at seasonal
time, there is less leaves to employees. they have to love on Sundays also. This affects mental
and physical health of employees (Schwarz, Hall and Shibli, 2015).
These are the two cases in which employees as well as consumers. This is negative for
resort because they are not able to perform well. When there is issue in services of resort, then
there is impact on brand image of Round Hill Hotel and Villas resort through word to mouth.
This is one of the best and authentic source of promotion of brand.
3.2 Evaluate the procedures to be implemented by tour operator to deal with different incidents
These days there is much competition in travel and tourism sector so it is essential to
work according to consumer need and up to the mark. Managers of First Choice also plays
important role in reducing possibilities of issues in operations of resorts. This is because, tour
operators has joint collaboration with resorts. This helps to problem, best quality services at
single place. As these days, client wants up to the mark quality of product and services. Hence it
is responsibility of tour operator to perform partitions in appropriate manner. In order to deal
with issues which are discussed above there are some techniques which has to understood. They
are discussed as under-
Issue of consumer
managers of First choice advise personnel of resort to change swimming water regularly.
There must be caution board near swimming pool (Tavitiyaman, Qiu Zhang and Qu, 2012). They
must be some location to customers who become part of swimming pool. These are the some
measures which are important and relevant for attaining good image. Managers of resorts has to
tale acre regarding hygienic factors at work place. There must be strict action against personnel
who is responsible for such misconduct. Managers of First Choice must know expectation of
consumers and then business operations are planned accordingly. There is difference in
expectation and demand of visitors so it is essential to analyse it by tour operator and convey to
resort management. This helps to operate business operations in effective and relevant manner.
Issue of employees
Employees are asset for travel and tourism sector because they are the source which deals
with consumer and analyse their demand. This helps to perform operations as per consumer

demand. It is essential to take care of employees, so this helps to maintain long term relations
with employees. As per issue to employees, managers of First Choice must focus on demand and
needs of employees. In seasonal time, there must be more employees which helps to satisfy
consumer demand (Trkman and et. al., 2015). This helps to maintain efficiency of employees and
there will not any stress. HR managers must plan schedule of employees so they are ready to
work in night shift. Employees which are working in night must have more resting hours, they
have more monetary benefits, etc. this helps to keep balance between day and night shift and
employees are satisfied. In order to maintain long term relations with employees, there must be
leaves, vacations packs, discount vouchers, etc. in non seasonal time. There must be interaction
with employees, so it is easy to judge their perception. This is significant and relevant for
planning beneficial policies for team.
3.3 Procedures to be implemented by a tour operator link with guidance of legal bodies
Tour operations are the activities which deals with different places. This is important and
relevant to perform operations which is essential and significant for providing satisfaction to
visitors. There is difference in culture, regional, legal and cultural values as per difference in
geographical region. Hence it is essential to work according to legal norms.
There are some legal laws in travel and tourism sector such as national tourism policies,
etc. which has to be followed by managers in order to deal with changes. It is essential to make
changes in working style according to legal norms. This is important and relevant for attaining
good brand image and this assist in creating customer loyalty. Managers of tour operators must
work according to legal norms. There is procedure which has to followed in case to operate
according to legal norms (Turker and Altuntas, 2014).
Foreign security officer plays important role in safeguarding interest of tourist. They ask
for safe or unsafe environment at destination. There is a emergency numbers which can be used
in urgency. Apart from this there is counselling of client related to issues which they are facing.
There are many other officers such as press officer, technical officer and representatives from
British Red Cross, etc. they assist in providing comfortable feel to visitors. Support from family,
friends, etc. are provided to visitors and finance department of UK also assist in performing
operations. Association of British Travel Agent (ABTA) develops the guidelines and develop
liaison between the affected members of the association. Learning programme to members of
Association of British Travel Agent (ABTA) is provided so they can work according to current

market. Duty offices are also established which helps to set link between UK and resort. This is
the procedures through which issues among visitors at resort can be handled. This is relevant for
providing satisfaction to client and hence brand image of tour operator i.e. First Choice and
resort can be improved (Volgger and Pechlaner, 2014).
CONCLUSION
From the above discussion it is clear that resort is place where different facilities are
provided such as accommodation, area for entertainment, disc, swimming pool, etc. hence there
are different department working to provide good quality product and services. Operations
management helps to get synchronisation in activities of organisation. Maintenance, front office,
food and beverages etc. are some department which plays essential role in achieving targets.
There is coordination among tour operators and resort management. There is requirement of a
practitioner which provides knowledge about legal norms and hence this is relevant for resoling
legal conflicts. Managers of resorts must keep in mind quality aspect because this helps to
maintain good brand image and assist in maintaining long term, relations with tour operators.
There are possibilities of health issues to customers, so in order to deal with such situation, there
must be proper medication facilities.

REFERENCES
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