Tourism Crisis Management Procedures

The assignment examines the crisis management strategies employed by TUI Group, a leading travel company. It delves into how they effectively handle incidents during operations, emphasizing the importance of clear procedures and collaboration with government bodies and trade associations. The analysis highlights the role of training, communication, and contingency planning in mitigating risks and ensuring passenger safety.

RESORT OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION................................................................................................................................3
TASK 1 ................................................................................................................................................4
1.1 Functions of resort operation management................................................................................4
1.2 Structure of the resort offices of different types of tour operators............................................5
TASK 2.................................................................................................................................................6
2.1 Effective quality system and procedure affect legal and conflict situations..............................6
2.2The impact of quality systems and procedures
implemented by a specified tour operator on its operations...........................................................7
TASK 3.................................................................................................................................................8
3.1 incidents that affect the operations of a resort...........................................................................8
3.2 The procedures to be implemented by a tour operator to deal with different incidents ...........9
3.3 Procedures to be implemented by a tour operator link
with guidelines of trade associations and government bodies......................................................10
CONCLUSION .................................................................................................................................10
REFRENCES ....................................................................................................................................12

INTRODUCTION
In today's world the competition is very high among every sector of business
organisation. Modern youth is very much attracted towards the travel and tourism. They usually
visit places as per their own interest. Travel in other country is not easy so for making their trip easy
and comfort people considered travel and tourist agencies. The agencies are very much helpful in
providing vest to best service to the customers (Ali, Hussain and Ragavan, 2014). They have huge
knowledge about the places established in other countries and they can easily manage their trip in
other places. There are various tourist and travel agencies available in the market place. They
provide same service to the customers. It is very much tedious for visitor to select the best agency
for their trip.
Customers select agencies after comparing alternative agencies just for trip cost,
accommodation, food, hotel, visiting places, etc. every people want their trip to be memorable to
them for their entire life. Travel and tourist agencies such as Audley travel, Kuoni travel, and TUI
these are the most popular visit and travel agencies in U.K. Among the all TUI is the best
organisation which provide high level service at very low price. The full name of TUI is Touristik
union international. It is the most popular multinational travel and tourist company. Its
headquartered in Hanover and Germany. It is the largest repose, travel and tourism industry across
the world. It has its own hotels, travel agencies, airlines, cruise ships and retail stores. Indian ocean
is the most beautiful visiting place in the world.
It is the third largest ocean division and large number of people attract towards this (Béné
Hersoug and Allison, 2010). Caribbean is the part which is consist of the sea and islands. These two
places are most popular visiting places so TUI provide best to best resort management service to
their customers. People mostly go their for their vacations and they want to spend huge time so
agencies are provide services as per their need and wants.

TASK 1
1.1 Functions of resort operation management
The basic foot step of every hotel is to tie ups for manage their own services. There are
different categories of hotel and resort are available around the Indian ocean and Caribbean.
Tourist and travel agencies take the total responsibilities of their customers they can manage and
handle them in proper and lenient way. The operation manger of the agency is handling suppliers
and customers or their legal activities. The major work of the manger or leader is to develop and
create the contact and relationship with customers and suppliers.
The operation manger have to manage the four segment of customers such as payment
system, tour operation, reservations, contact among customers and suppliers (Budgor Esterowitz
and DeShazer 2013). The travel agencies provide transactions service not only from one place to
another but also from the entire journey or trip. They can help their customers to go from
destination to hotel and some other places. For knowing the need of the customers the company
conduct a customer survey and this survey will help the organisation for provide best service and
satisfaction to the customers. The accommodation facility is provide as per the requirement and
customizations of the customers. TUI is the best service provider across the globe. It is well reputed
industry and customers have faith and trust on them.
Tour operator has to follow some rules and responsibilities just for smooth functioning of the
agency. They need to handle the customers and tries to provide them best services as per their
voucher and offers. Operator has to remember the separate need and want of the different customers
who are available on the same trip. TUI(Touristik union international) is the most famous tour or
trip operator in the united kingdom. They ensure some special facilities for their customers such as
insurance service for 65 years and above, medical facilities, health safety, financial security, visa
and pass port and many others. Some functions of resort operation followed by TUI as under.
 Developing the contract with the supplier: TUI firstly developing the contract
between the customers and the suppliers for securities service benefits.
 Payment structure to be developed : The company provide the simple and easiest
method of payment to their customer so that they can easily pay for the services and
products (Chapman, A. and Speake, J., 2011). TUI firstly tell the prices of the
products and services if the customer are interested they they can easily take the
advantages of the services.
 Making reservations : Every customer want their trip to be completed in the given
period of time so that they can manage their time as well. The company tries to
provide reservation facility at very beginning of the trip.

1.2 The Structure of the resort offices
In tourist and travel agencies there are various operators available who provides different
service to the customers. Some type of operators are as follows:
 Operators in tourism sectors: Some big agencies try to merge holidays packages for
providing extra benefit to the customers and the visitors. TUI render various holidays
packages as per the need and preferences of the customers. They can combine the the
packages and offer best package to their final customers (Chomsky, N., 2013). They
use some media for circulating the package details among the regular or loyal
customers.
 Wholesale tour operator: They work as an intermediaries between customers and the
suppliers in the market. These are helpful in providing reservation and product
service to the customer. TUI has its own hotel and retail so it is easy for them to
provide best to best service to the visitor as per their wants. The company give
service on the basis of availability stock in their ware houses.
 Special tour operator : Some operators are dealing in niche market of the social club.
They are mainly focuses in providing extra activities for entertainment and fun. This
type of operators are not relay on cost or price and they simply focuses on little
group of people or visitors. TUI appoint some special operators in trip just for make
friendly and comfort environment so that customers can easily enjoy the trip.
 Machine operators : They are the most important service provider in the organisation.
They helpful in providing basic need products like food and accommodation. TUI as
a big industry it has its own manufacturing department so it is easy for them to
provide best to best food facility to their visitor (De Grauwe, P., 2013De Grauwe,
PauErkuş-Öztürk, H. and Eraydın, A., 2010). Every customer want best and famous
food dish from the particular place so the company focuses on to provide them the
food facilities.
 Forklift operator : In famous and popular tourist and travel agencies they provide
some special benefit for their customers as per security basis. These type of operators
are helpful in providing insurance, licence, medical aids, and health products to their
customers. They try to reduce the risk factor and give surety to their customers for
safe and secure trip.
Resorts and hotels are the service provider such as food, accommodation, transportation, medial
aids etc. Indian ocean and Caribbean is the most famous visiting place across the global. These two
are the area which are covered by the water, the customers who like the seas and oceans are
attracted towards these places. The resorts offer package system to theirs customers so visitor can

select the package as per their own opinion and needs. Resorts and hotels spend huge amount in
attracting large number of customers because of there is many competitors are available at the
market place.
TASK 2
2.1 The quality system procedure which impact judicial and fight circumstances
Indian ocean most popular or famous place which has been visited by the large number of
people. This is the place where every age group people are attracted. It is notable from history time
and Indian ocean resorts are the most operation management firms. It provide very high level of
quality product and service to the customers (Forsmark, C.E., 2013). They implement high and
effective quality system to attract number of customers towards their organisation. They are able to
implement effective quality procedure to manage the issue and conflicts which are not good for the
growth of the organisation. The main purpose of the company is to satisfy their customers and
visitors to provide product and services. Indian oceans follow some effective quality system such as
legal responsibilities, safety, audits and checks, written agreement obligations dealing with the
suppliers. They try to avoider the legal inference on the firm or industry. Indian ocean covers the
huge area of the globe and every group of people are excited to visit these kind of places and they
spend large time there.
Caribbean is also the most popular and famous place which has been visited by the large
number of people. TUI is the placed world wide and it provide best services to their visitors. They
mainly focuses on satisfaction of the customers. Some people are love to visit island, sea and ocean
because of their own choice and comfort. These kind of places give peace and happiness to the
people. So large number of people are go there to spend their vacations. TUI assure to provide the
security and safety to the visitors. The company give some special services to the customers
because there is a risk of life in visiting that kind of places. So the company provide life insurance
and safety procedure to the customers who are above the age of 60 or 65. they they try top avoid
legal legislation form the resort (Chiu, Shieh and Huang, 2010). They work on implementing the
best quality system procedure in the resort. A quality system is helpful in reducing the legal issues
and conflicts which create problem in regulation of the work in the firm. They maintain some
contracts with the customers as per safety basis.
TUI create some legal papers at the time of contract and they take sign of the customers that
if visitor is not follow the rules and regulation of the company than the company is not responsible
for the conflict of the customers. Well established and reputed company have some rules and norms
which can be strictly follow by the staff and the customers.

2.2The impact of quality systems implemented by a specified tour operator on its operations
Every organisation try to implement the quality system procedures to manage the issues and
conflicts. Developed and effectively implemented quality system help the firm to grow and make
huge amount of profit because it reduces the legal conflicts among the work place (Kelly and et. al,
2014). The tour operators having nice contact with the service provider so they can work together to
satisfy the needs and wants of the customers. It has a wide impact on the operation of the tour.
Some impacts are detailed as below:
 The tour operator develop some guidelines for the customers which are beneficial for
their health and safety. Resorts and hotels having effective coordination with them.
TUI has its own resort and hotels so it is easy for them to manage customers on
safety basis. Safety is the basic need of the person because every person want a
memorable trip.
 Every organisation need to handle the health and safety law's. And for handling
execution the firm appoint manager. The manager is responsible for all the health and
safety laws. This laws are directly handled by the founder or administrator of the
company. TUI centring on monitoring the safety rules and they take the
responsibilities of the customers health and security.
 The firms conduct some auditing process for checking the laws related to the safety.
TUI checking the need of the operator and manager and ensure the healthy and
safety statute law.
 Higher authority maintain the records of the firm which are related to the critical
incidents (O'Fallon and Rutherford, 2011). This incidents are recorded in a
systematic manner because it will help the manager to making securities aspects for
the problem. Manager is responsible for providing the information about the
incidents to the higher authorities.
 With the help of innovation and development in the documentation of the data and
information which are related to the incidents are to be recorded systematically and
carefully.
 The main object of every organisation is to tie ups with the travel agencies. TUI has
its own resort and they mainly focus on the health and safety factors. They can take
legal conformity as a leading factor.
 The manager displayed the list of the goods and service of the visitors which are
owned by them in the trip.
 Before go on trip the operator or manager has to provide health and safety training to
the visitors for their own safety benefits.

These are the above consequence which are take place at the situation of effective quality system
implementation. Every firm need to considered these system effectively because it will help the
organisation to reduce the conflicts.
TASK 3
3.1 Incidents that impact the dealing of a resort
Incidents common in every organisation which are related to the resort and hotels. Incidents
are the main issues and conflicts for the firm they mainly affect the environment of the resort
(Sherif, M., 2015). They make some backup plans for overcoming the incidents. Some incidents
like medical problem, natural problem, political incidents, accommodation and transportation
incidents. These all issues are explained as under :
Natural incidents : These are the factors on which there is no control of humans. These can cause
automatically such as earth quack, tornado, stoma etc. such naturals environmental condition effect
the operation of the resorts. This issues are mainly faced by the resorts which are placed near the
area of seas and oceans.
Transport incidents : This type of incidents take place at the time of execution of the trip. For visit
one place to other organisation use some means of transport. Some incidents arises through
transportation like hijacks, crashes, accidents etc. these issues affect the environment of the resort.
TUI use safety tools at the time of travelling and they provide training aids to the customers which
may help them at the time of conflicts.
Medical problems : This incidents are rare in an industries and it affect the environment of the
resort. It will affect operation as well as condition of the firm. Some medical issues cause from the
food, change weather, pollutions, heredity etc. (Slack, Chambers and Johnston, 2010). these issues
create food poisoning, cholera & typhoid and malaria. For this reason the rate of tourist falls down
and this will reason of loss for the resort.
Political issues : These issues originate form the government. If there is any changes arises in the
government rules and policies then it will cause issue and conflict for the organisation.. TUI follow
government laws and work as per the rules of the countries law. Some time changes are good for the
firm but it will take time to adopt all rules and policies of the government. These issues affect the
function of tourism widely and directly.
Accommodation issues: This is the basic need of the person. Every visitor want better and
comfortable area for their living. Resorts are focuses towards providing best to best living facility to
the customers. At the peak timing the rooms are not free and this will cause issue for the firm and
customers. This affect the system environment of the resort.
These above incidents affect the operation of the resort and this will cause conflicts in functioning

of the system.
3.2 The procedures to to deal with different incidents
The companies can implement various ways to deal with different incidents. The incidents
which occurs in TUI group are related to the passenger and the other operational incidents. A
company has to take a action towards the incidents which occurs to improve the operations and
build an positive image. The incidents which occur may improve the image of the company and
may affect the image of the company.
So the company has to implement the following process to deal with such problems:
Identifying the area where the incident occurs: The are field or the major part of the TUI's operation
where the incidents occurs generally should be identified. In other words the company have to looks
where the most of incidents occurs in the process of the company.
Developing the information related to it: After the incident is ascertained than the company should
obtain the relevant information according to that incidents. That why it occurs, what would be the
reason of its occurrence, what are the problems which may occur due to it. For example- a customer
is not satisfies and he wants to sue the company than the company should satisfy it by giving
appropriate services the dissatisfaction would be known when the company investigates the what's
and the whys so it has to be done.
Ascertaining the solutions for that incident: The company after the complete study of the
incident should develop the possible solution for that solution. So that it may cause least harm to the
company's image and its operations. Planning a plan to rectify that according to the solution: The
solution should be used as a base to develop a plan to rectify that incident and a plan has to be made
by the company how it will be rectified. This will help the company to reach from the current
situation to the desired situation.
Implementing the plan: The plan which is formed by the should be implemented to rectify and to
deal with the incident so that the harm of the incidents can be reduced for the company. It will help
the company to rise in its goodwill as the people will see that there are actions taken to improve the
situation which are not satisfactory.
Reviewing the whole procedure: The whole procedures effective is ascertained by reviewing it. So
the plan should be reviewed from time to time this will give information to TUI group to know
whether the rectification is happening properly or not (Thiem, A. and Dusa, A., 2013). And suitable
actions according to that can be taken to enhance the dealing with the incidents which may occur in
the operations of TUI group.
3.3 Procedures for link with guidelines of trade associations and government bodies
Companies basic work of tour operator is to implement effective system process for

smooth functioning of an organisation. They try to link the implementation process with the
government bodies and associates. Commonwealth officers and higher authorities play a vital role
in crises administration. They leading the cases of the emergency in that situation when person
faces a utmost problem. At the time of emergency foreign leading officers give suggestions about
the trip and if the situation is not in control then the tour can cancel out the trip and if the condition
is in favour then trip can be run effectively.
The government officers are so trained and educated, and they have an ability to take corrective
action at the time of crises take place. The officers are able to handle the situation in proper and
good manner. If persons are in problem then counselling session is provided by the government for
providing appropriate and suitable solution. Resorts are making backup plans for overcoming the
conflicts situations.
Government officers are helpful in providing support system to the resorts operation
management. High authorities provide financial services to the resorts. Foreign officers give support
to them who are move to definite places. The resort management system provide a training session
for the employee or staff of every department so that if any issue and problem arise that can
smoothly be handled by the resort (Wilensky, H.L., 2015). For achieving the objectives and goals
the management need to face the problems. This issues destroyed the working condition of the firm
and it will very difficult for them to get higher position in the competitive market. To provide best
facility and service to the resort member and the visitors the social control officers are appointed
and they do affords in linkage the resort and trade association and government.
CONCLUSION
As per the above report it has been evaluated that the travel and tourist agencies are mainly
focused in fulfilling the need and wants of the customers or visitors. Every organisation follow
some government rules and policies for growth of the firm. Resorts and the tour operators having
connection to provide satisfaction to the visitors. Foreign officers are provide services to the resort
at the situation of conflicts. The government officers are very much trained to handle the issues and
problems and take corrective actions. Resort implement a quality system procedure for overcoming
the issues and problems. Some natural incidents, medical issues, political problems, accommodation
issues affect the operation system of the firm. Travel and tourist agencies assure to provide safety
facilities to the visitors at the time of trip. The company provide some health and safety training
before the trip because safety is the basic need of the people.