Tourism Industry: A New Frontier of Creativity

The tourism industry plays a crucial role in enabling people to make their holidays favourite ones. Tourism companies are now focused on building creativity for the comfort of prospective guests, which will also give them competitive advantages over other competitors.

RESORT MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
A: Analysed various functions of resort operations..............................................................3
B: Structure of resort office of various tour operator.............................................................5
M.1: Complex problems related to various problems............................................................7
D.1: Evaluate management structure of resort ......................................................................7
TASK 2............................................................................................................................................7
A. Importance of an effective quality system in resort operations.........................................7
B. Analyse implementing an effective quality system by your organisation.........................8
M2: Process complex information and data related to managing conflicts............................9
M3: Approaches used to implement quality and conflict managements................................9
D2: Management of substantial activities.............................................................................9
TASK 3............................................................................................................................................9
A. Analysis of various range of incidence that would affect customer..................................9
B. Procedures to be implemented in dealing with incidents................................................11
D3: Resort management solves complex problems..............................................................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................13

INTRODUCTION
Form the genesis of the human, people were trying to explore the new thing and seeking
new adventure. Every journey is the private journey of discovery. As a creativity with trusted
heritage, TUI have structured the new travel experience by knowing the desire of the consumers
Nowadays, travel industry is become the largest industry in the world. Earlier, it was connected
to lower pay and unfriendly hours(Gill and Williams, 2011).
Although, it has completely been changed now, this is possible due to the advanced
qualified staff, higher rewards to the employees, and staff benefits. So many roles in the travel
sectors need people with general sales and consumers service skills. Travel and hospitality are
the service sector segment. As, this segment is elaborates into five characteristics: Intangibility,
Heterogeneity, Perishability, Inseparability, lack of ownership.
TASK 1
A: Analysed various functions of resort operations
Introduction:
TUI is the tour and travel company and it has its operation in the Indian ocean and have
tie ups with renowned resort companies. Now the company wants to evaluate its management
practices fro the better decision making. With the emergences of management practices,
company also wants to implement them for smooth running of the business. The Caribbean Hotel
and Tourism Association's (CHTA) form Caribbean Hospitality Industry Exchange Forum
(CHIEF) which has drawn consideration of creative hoteliers from over the area and also beat
speakers from an assortment of industry. There has been in no way like CHIEF in the Caribbean
for as far back as two decades and we are energized that the occasion is functioning as wanted to
unite the business. "We are finding that CHIEF is filling a void in the meeting motivation by
means of sessions focused to deals, operations and supportability as prove by hoteliers' slant to
enlist numerous people from each departmental range.
Tour and travels industry is now keep growing and this is why people wants more
comforts and relaxations in holidays, and looking for a place where they can enjoy their
vacations. TUI is a multinational company and offer a great comforts for their guests. consumers
are the main players who make the company a world's number one in tour and travel sector.
Company's main policy is to provide their consumers a customized and creative services(Ali and

Amin, 2014). Now, company's main focus is to make a creative strategy so that it can deliver a
high tech approach, which shows that consumers orientation. Improvement in technologies will
be a major task in enhancing consumers experience, providing assistance for them, confirm their
holidays, providing information, ask quarries, share views.
Operating a proprietary travel agency is an easy to coordinate, and the owner of the
company can assist individuals for coordinating company's travel management. Over the time,
when proprietary business grow, then there is a need to expand the business and also may recruit
qualified staff to support company's clients. A close monitoring and growth of company's agent
is a key function to make the clients satisfied. Apart from that, company need to have the human
resource division to manage employee relations. Work Environment: Company's agents spend most of their days for communicating their
clients and consulting price with the hotels. Hiring agents supports for assisting the
clients(Sparks, Perkins and Buckley, 2013). Education: The qualified recruitments contributes in the performance of the organisation
and boost the efficiency of the company. The new employees are the one who have vast
knowledge but need to have the trainings so that they can apply their knowledge and
support in boosting the company's revenues and performance. Motivating Staff: There is need to motivate the staff regularly(Beritelli, Bieger and
Laesser, 2014). So, that they can feel associated with the organisation and contribute for
the firm with full of excitement and enthusiasm. There are so many ways by which
company can motivate their employees. Benefiting their employees for their work is one
of the key way to motivate the employees. By offering cash bonus and offering
employees a bonus trip is also helps to make the employees motivated.
 Consideration: There is need to appreciate the company's employees through their
education and know the new developments in this sector. The HR environment division
can forthcoming lectures and seminars.
TUI policy is a consumers oriented, company offer the customized holiday package as
per the consumer desire. As, consumers are happy with company's services and they also wants
to plan their holidays with the Thomas Cook.
TUI health and safety issues are divided into two parts:
a). Consumers:

Company's main aim is to consider the complete health and safety issues of the
consumers as this is so important for every company. Company also emphasis that they have
their legal and broader responsibilities to their consumers(Beritelli, Bieger and Laesser, 2014).
Company know their responsibility to agreement with famous suppliers and to offer services
which could full fill legal needs and safety standards.
b). Employees:
Company is required to consider needed steps to protect the employees, contractors and
travellers health and safety at company's premises and outside. Company also need to assure that
company's all groups or subsidiaries meet the legal, health and safety requirements. Company is
committed to application of such policy and efforts to maintain the safe and prosperous
environment. Company provides their employees, contractors and traveller a due care for their
own safety and health. Company seek them to cooperate in such health and safety challenges and
reporting of entire incidents. As, company's members are working together to regularly enhance
activities and procedures to maintain the sustainable safety of all people who are associated to
the company(Coghlan, 2012).
Function of resort operations
As in the resorts mostly the customers are either the families or a group of friends. They
like spending quality time there with each other. It is a break for them from their busy schedule,
the resort member's should try to entertain them with different activities. They can organise few
games for the children so that they remain occupied and their parents also get free time to relax.
Also special events can be held on weekends and on festivals which will attract more customers
to be a part of our resort. These days it is observed that people are developing interest in the
sports and related activities therefore they can be provided with facilities like paragliding or like
activities which is liked by all.
Functions
B: Structure of resort office of various tour operator
Resort management structures are basically divided into many parts. These are described as
follows:
1. Organising: it is the process of transformation of natural and human resources so
that company can meet the their goals and objectives .

2. Organisational structure: This is the basic set up of structure by which
company's employment tasks are classified., grouped and coordinated..
3. Job specialization: This is the functional tool whereby company enhance
employment productivity and efficiency. And this can be possible by framing
work team and utilize the group of employees who plays the same job.
4. Departmentalisation: Here the tasks allotted to the employees are grouped
together. these are further subdivided into functional departments, product based
divisions, geographic departmentalisation, customer oriented departmentalisation.
5. Hotel company: There are front office department in which various reservations
activities are covered- like taking and tracking the hotel's future booking. Front
office work covers guest reception, room assignment, tracking and status of room,
guest check out etc. Telephone or transmitting of message and telephone massage,
housekeeping work- cleaning guest rooms and public areas.
6. Hotel food and beverage department: offering foods and drinks to guests.
7. Marketing and sales department: Trade hotels provides amenities and services to
individuals and groups, sell rooms, beverages, meeting spaces to prospects clients
via advertising, attendance at affiliation meetings, sales managers personally
specialise in specific consumer groups, individual sales managers perform their
task independently in their area.
8. Human resource department: Functions of HRM is to make recruitments,
providing assistance to administration and organising training in the company.
9. Accounting departments: Accounting departments main role is to collaborate
staff and line functions. Line functions covers- recording financial transactions,
making & interpreting financial statements, assist in providing timely reports and
operating results to managers. There are other responsibilities which need to look
out by the account department(Konu, Laukkanen and Komppula, 2011). These
are- cost accounting and cost control entire the hotel, buying and storeroom
operations, framing the accounting and control system exercised entire the hotel.
10. General managers responsibilities: Look out all departments, explaining and
interpreting policies framed by the top management, fixing the overall strategy of
the hotel, fixing the hotel wide goals, coordinating activities among departments.

11. Span of control: The number of people who report to one managers are basically
divided into two aspects wide span and narrow span of control.
12. Task certainty: Ordinary works enables managers to devise standard processes
for members opt, minimizing questions of the job. If the works are vogue and
uncertain then company follow the narrower span of control.
13. Frequency of interaction: If the employee relationship needs regular interaction
then narrower span of control is to be opt. If interaction is not regular then, wider
span of control is opted.
14. Task integration: If company's mangers needs more coordination and
surveillance then company need to opt the narrower span of control. On the other
hand, if little interaction then, wider span of control is require.
M.1: Complex problems related to various problems
As these resorts are located near the sea the management face the various problems in
their day to day operations. As they are far from the city side it becomes difficult for them to
make the things available to the customers as when they demand for the same also transportation
can be a big problem for them. All those problems is being solved through proper evaluation of
required facilities of transportation to developed product to the resort are made available to them.
D.1: Evaluate management structure of resort
From the above mentioned management structure of TUI groups followed various pattern
to full fill certain demand of customers in appropriate manner. On the regular basis interaction of
control management is been focused properly just to eliminated problems faced by the resort.
Certainty of standard process is being followed under the resort.
TASK 2
A. Importance of an effective quality system in resort operations
Efficient quality systems is required for the effective and efficient accomplishment of the set
objectives. Assessment is not to be overviewed due to lack of fact which remedial move can be
made to improve the association's execution. Company required to do important execution of
assessment to research buyer distinguish more specifically in tourism sectors and to extract the
effects of aggregate traveller encounter which was adopted to have effect on travellers firmness.

The investigation is regularly exercised to disclose of zone oh change and aiming some relevant
data for the resort management in planning a finer showcasing methodology which is specifically
focused in terminus picture that runs consumers steadfastness. Assessing the persistent of
consumers which gives the approaches to the management to streamline the assets which are
easily enables to pull the buyers(Dawson and Scott, 2013). Quality service is one of the
administrative tool which offers organisations a way to regulating services from the consumers
point of view. Quality assurance means a well planned and systematic activity which is directed
towards offering customers with products and services of great quality, accompanying the
assurance which they meet consumers requirements. Quality confidence based on the excellence
of two central points in the organisation the framing of products and services and to regulate
quality during completing of service delivery which is assistant by few form of measures and
inspection. Quality service management system is outcome oriented approach. It trade with the
service objectives which matter to end users; it assures the consumers a great quality of service
they can get at the time of stay in lodging and it offers employees with methodology to display
assurance to quality services. The idea of quality is mostly consulted in hospitality management.
By making value for the guests the lodging constitution can handle successfully to stay its guest.
Effective quality system is important for the resort management as this help the system in
solving the problems in more effective manner and help in improving the customer satisfaction
level. The quality management checks that the customer is not facing any kind of inconvenience
during his stay in the resort.
B). By implementing the effective operations the customer satisfaction has increased. This has
increased the total foot fall in the resort which increased the profitability and also the good.
B. Analyse implementing an effective quality system by your organisation
The company had followed effective quality system by which company's main objective
is attained and this also enhance the company's brand image and reputation. TUI adopted the
great policy for the sustainable development and that may lead to increase the consumers in large
manner. Company's main policy is to give the consumers a tailor made tour packages as per their
desire that increase the reliability among the consumers eye. It also has to get the competitive
advantage over their competitors(O'Fallon and Rutherford, 2011). Company's policy is consumer
oriented as it give all the comforts to their consumers so that more and more brand image can be
generated. This will also attract the consumers at broad level to get the company's services.

Company also works to resolve all the negative feedbacks and reviews of the consumers with the
help of implementation of corrective measures. This sort of company's consumers oriented
strategy will make the prospective consumers more attractive and effort to pull them to take the
company's services at most affordable rates. With the help of feedback and negative reviews,
company also look out the ways to improve the quality and amenities. By providing great
amenities, more customers would talk about the company, and will think to get the services from
the company.
M2: Process complex information and data related to managing conflicts
The management use the information provided in the data to resolve the conflicts in the
management by taking actions on the basis of past experiences. This help the management to
take more quality decisions. The most issues are being mostly solved through proper consulted
hospitality of resort in relation to overcome customers benefits.
M3: Approaches used to implement quality and conflict managements
Appropriate structure is more helpful in resolving the conflicts of the organisations as
everyone has a clear idea to whom they have to approach in case of any inconvenience. This
facilitates freedom of expression to all and they feel free to put their problems after their
immediate superior. Effective quality management should be used by the resort company to
solve other issues of customers those are going to be use the facilities offered by the company
those can satisfy customers need and wants.
D2: Management of substantial activities
As it has been observed that substantial activities are used in planned and organised
manner to meet customers requirements by offering various products and services to them that
can satisfy their demand accordingly. Quality and best features are being provided under this
projects.
TASK 3
A. Analysis of various range of incidence that would affect customer.
There are so many incidents which could effects the health and safety of the prospective
consumers. Basically, there are so many ways, by which incidents occurred. The another way is
transport incidents, which covers incidents like- crashes, hijacks, unsuitable vehicles; medical

incidents like- food poisoning, legionnaire’s disease, typhoid outbreak; political problems like-
civil disputes, riots, strikes.
In natural, there are so many points which need to cover like- hurricanes, avalanches,
floods and fire; transport. Most of the tourism operations are nearby the sea, so company need to
prepare anytime from the contingent events like- tsunami and all. Apart from that, there are so
many ways which need to consider by the company to overcome such issues(Rebonato and
Jäckel, 2011). like- company need to make the proactive measures to overcome the natural
issues. So that it can overcome the effects of such natural calamities.
In transport incidents, by making adequate strategy, company can stop the effects of
transport incidents. To come over such issues, company need to make strategy so that the such
kind of incidents can be prevented.
Medical incidents are those incidents which occurred during the check in period of the
guest. The company need to make the adequate policy so that it can overcome such issues. Like-
food poisoning occurred due to the stale foods served to the consumers.
Political incidents are those incidents which can't be overcome by the company. These
are basically depends on the country government where company have their operations. Civil
disputes, riots, strikes, political volatility, etc. are the political incidents which are not in
company's hands.
TUI need to make proactive measures after analysing the above mentioned incidents. So, that
the company can manage such incidents that could control the effect of health and safety issues
faces by the consumers.
B). Process of implemented in relation with incidents comply
There are many chances in which accidents can take place in the resort. As families come
with their children there are chances that they may while playing harm themselves. Also number
of people use the same pool which can wet the near by area and this may again result into an
accident due to slippery floors. The resort managers can not avoid these accidents fully but can
make arrangements to minimise the risk. A first aid team should be always there and also good
management staff should be there to avoid such situations.
The government of U.K. Has strict laws against the safety issue for the customers visiting
the resorts. If any accident occurs due to the negligence of the resort part than there licence can

be cancelled by the government. It is necessary for all the resorts to have a medical department
separately which should be updated with any emergency.
These incidents can be minimised by taking corrective actions in advance. For this the
management should take the corrective actions like keeping the pool side places dry,giving
warning in advance to the customers about the accident prone areas. Resorts should have an
effective first aid team so that it can respond to the emergencies quickly and with good quality.
B. Procedures to be implemented in dealing with incidents
There are certain procedures, with the help of which, company can overcome
contingencies situations. Company need to make the adequate guidelines so that company can
define the roles and liabilities, functions of the personnel, defining the duty of the employees so
that the company can manage effectively. Decision making also plays a key important role in the
management of incidents. Company also need to build the liaising and communication powers
with the outside companies so that incidents can be managed with full of powers. Company is
required to frame the contingency planning so that firm face ready to face the issues or
incidents(Tanford and Lucas, 2011).
A risk can be evaluate with the following actions:
a).Analysis of potential dangers and accident: A risk can be evaluated by conducting
survey of entire services offered by the organisation and a crucial assessment of potential threats.
Incidents are analysed and risk factors determined and recorded with regards to work
environment, task procedures and the application of tour or excursion.
b). Assessment the causes by which company can find out the persons who were indulge
with practices and try to make them eradicate. Differentiation is required to be made between
consumers and members of the company. At this case, the primary emphasis is on possible
incidents to consumers, and also need to examine that whether the risk removed.
c). Examining the risk seriousness: All risk factors are evaluated, this is a kind of
seriousness. It is crucial to realize how serious threat might be, in that case two prospects are
evaluating. One is seriousness of individual injuries and other is Disruption to the firm
operations.
d). Assembling risk evaluation after due process via above mentioned first three steps.
risk assessment can be assembled for a product or service. However, this is a great concepts to
compile a risk evaluation.

e). consistent reassessment of risk analysis: The risk analysis is required to be reviewed
consistently. A review is required to be carried out if an accident happen(Zang, 2011).
Company also need to make the contingency plan so that the the future contingency can meet
out. contingency plan must be completed on the basis of the risk measurement. The plan covers a
detailed explanations to face the dangers and criticle incidents. The contingency plan is made to
cover and to stop the possible threatening circumstances and try to decrease the effects of
accidents/incidents. . It is very necessary to complete a contingency plan(Repetti, Roe and
Gregory, 2015).
Procedures to be implemented in dealing with incidents comply with relevant UK and
Europe:
TUI need to follow the applicable standards so that least regulatory actions can be made
on the company. The TUI also wants to frame the organisation in a certain manner so that
company meet out all regulatory requirements which are applicable to the firm. Health and safety
standards is executed to provide the legal right to the consumers, employees and general public
to protect from work regarding risk (Mahfouz and Corcos, 2011).In general, the law imply a
series of duties of employers. These all are expressed as vast general responsibilities in the
Health and Safety at Work Act.
The natural calamities can be a situation where the resort can get affected. Like landslide,
Tsunami, Earthquake. The resorts which are situated at the sea coat or near the beaches the
problem related to Tsunami and Hurricane can take place. Hence it is very necessary for the
resort management team to do proper managements related to these situations. The training has
to be provided to the employees so that they can effectively work at this time.
There were different issues faced by the hotel industries like the medical calamities.
Many viral diseases spread in the environment which resulted into decreases in the total foot fall
of costumers. precautions can be taken like continuous use of sprays which protects from getting
infection. Also management should work on its quality of food like serving fresh food to the
customers.
Transport incidence like unsuitable vehicles is another problem faced by the resorts
located in the far areas. Customers find it difficult to manage transport for them due to less
available facilities in transport.

Political problems such as the policies, rules and regulations related to the resort
management can create issues for this industry. Hence it is very essential for the company to take
precautionary actions in advance so that the degree of risk can be minimised.
but are spelt out in many details in subsidiary laws like those facing with the management of
health and safety and particular health and safety issues. While new health and safety law covers
'around-the-board'. there are also extra regulations which includes industry sectors like building,
agriculture, railways, mines and quarries and major hazard and nuclear installations. Besides
laying down duties the law also gives the Health and Safety Executive (HSE) and Local
Authority inspectors wide ranging powers - to prosecute and to issue notices halting dangerous
work or requiring improvements(Mahfouz and Corcos 2011).
D3: Resort management solves complex problems
From the above mentioned problems those are faced by resort company in TUI company.
All those political problems are being solved under this that would related with the taxation
polices and transportation of product and services offered to the customers. Many kind of
medical and transportation issues are being arises in order to solve customers issues that would
help to make company more profitable in coming future.
CONCLUSION
From the above mentioned report, it has been found that the people are trying to explore
the new thing and this is possible due to the tourism industry. Now, tour and travel industry is
assisting the people to make their holiday a favourite one. In the modern era, tourism companies
are now looking to build a new creativity for the comfort of the prospective guests and that will
also make the company competitive advantages over the other competitors.

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