Training and Development Methods

This assignment delves into various training and development methods, emphasizing the importance of effective communication for organizational success. It examines how different learning approaches can enhance employee skills and contribute to their employability in the modern workplace. The analysis draws upon research and scholarly works on training methodologies, communication strategies, and career development.

Resort Management
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TABLE OF CONTENTS
INTRODUCTION................................................................................................................................3
TASK 1.................................................................................................................................................3
A.) Evaluation of Alfa Travel Ltd. resort operations.......................................................................3
B) Examine the management structure and the additional activities which are provided by the Alfa
Travel Ltd.........................................................................................................................................4
TASK 2.................................................................................................................................................6
A.) Quality operations in Alfa Travel Ltd and the application of the quality procedures and how it is
successful managing the conflicts and the legal issues....................................................................6
B.) Analysing how effective quality system impact in the performance and the operations of the Alfa
Travel Ltd ........................................................................................................................................7
Task 3....................................................................................................................................................8
3.1 Analysis of incidents that could affect the operations of resort.................................................8
3.2 Evaluation of procedure to be implemented by a tour operator in order to deal with such
incidents...........................................................................................................................................9
3.3 Discussion of procedure to be implemented by a tour operator link with guidelines of trade
associations and government
bodies............................................................................................................................................10
Conclusion..........................................................................................................................................10
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INTRODUCTION
Resort management is considered as one of critical operational activities within hospitality and
lodging sector. It plays a key role in diverse activities which impact the success ratio of business
organisation. There are number of managers within resort for the effective management of hospitality
activities (Neck and Manz, 2010). In this, managers ensure about diverse factors that can be classified
as food and beverages, accommodation, maintenance and other supportive activities.
In order to have better understanding, learning will focus on work culture of Alfa Travel Ltd. It
is a UK based tour operation firm which basically provides number of hospitality services in UK and
Europe. Company is well known for its premium accommodation services and existing tour packages.
Tour Operation Company is having strategic alliances with diverse resorts in UK and Europe in order
to provide effective services to customers. Company also provides a great level of assistance in various
hospitality services such as transportation, accommodation, etc.. It also provides various benefits and
its tie up resorts are considered as one of the best hospitality firms in the country. In Costa del Sol area
of Spain, organisation is looking for business expansion and has strategic alliances with resorts of
Marbella, Fuengirola and Torremolinos. This firm is also looking for the acquisition of resorts in same
destinations to have better success.
Learning will focus on key functions of resort operations of Alfa Travel Ltd. It will also provide
information about the factors which can influence the legal and conflict situations within resort
operations. Furthermore, it will also have spot light on procedures and guidelines that are essentially
needed to be followed by Alfa Travel Ltd. in order to meet customer satisfaction level.
TASK 1
A.) Evaluation of Alfa Travel Ltd. resort operations
As per the structured study of resort management, it can be said that resort is a destination
where people or guest can have relaxation and recreation of various aspects that enhance self-
motivation and self-morale. It has been spotted that key purpose of resorts is to meet the needs and
expectations of customers by providing them various hospitality services (Murphy, 2009). In this
respect, management of Alfa Travel Ltd. is offering various hospitality and accommodation services
that can enhance customer satisfaction level and through these, they can enjoy their holidays in an
awful manner. In support of Alfa’s Operations, it can be stated that it is considered as one of best tour
operators in UK and it is continuously looking forward to expanding business in European nations.
Company is expanding its business in Costa del Sol area of Spain so management is having strategic
alliances with resorts of Marbella, Fuengirola and Torremolinos. It will provide a great level of
assistance to business firm in meeting the needs of customers and offer them enhanced level of
accommodation services.
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In respect to resorts of Marbella, Fuengirola and Torremolinos, it can be said that resorts are
consisted of diverse hospitality activities in order to meet the expectations of children, family, etc. Tour
operator firm and its strategic partners also have enhanced the level of coordination with various
suppliers which increases the operational productivity and leads business to impressive success (Lim
and McAleer, 2005). There are several facilities which are given by the management of resorts starting
from the accommodation to everything. Moreover, Alfa Travel Ltd. is also looking for hiring human
resources at acquired resorts in order to accomplish different activities as there are number of
departments that are efficiently needed to be managed to offer better services.
In support of above statement, it can be said that other supportive activities are also well
managed within tour operator firm and strategic partners. Company key preference is to provide
hospitality services in an effective manner (Ali, Hussain and Ragavan, 2014). Alfa Travel Ltd. is
ensuring that resort manager and other employees are well skilled in order to boost operations. For
example, if resort manager is not having good communication skills then it may create
miscommunication among members and customers. So it is essential for management of Alfa Travel
Ltd. to ensure that employees are well known of operational activities. Proper coordination is also one
of key factors of success in case of every resort so management of Alfa Travel Ltd. also makes sure
that it’s newly hired staff must be well skilled and must have coordination and communication skills.
Resorts of Alfa Travel Ltd. consist of diverse activities such as sports, gym, recreational activities to
meet the satisfaction level of customers. One of most key operations in resort is accommodation so
management is focusing on the advancement of room services and other supportive services (Meng,
Tepanon and Uysal, 2008). Tour operator firm is building effective relationship with its suppliers in
order to improve the level of supply chain and provide better assistance to diverse operational activities
within resort. Company ensures that suppliers are providing high quality of bed sheets, towel, etc so
that effectiveness of services can be boosted.
In order to have better management of operational activities, Alfa Travel Ltd provides
suggestion and complain box within resort premises. It allows customers to share their views with
management that will be beneficial for designing of better strategies and overcoming issues.
Accommodation and other policies are also well designed and it provides better assistance to
operational activities (González, Comesaña and Brea, 2007). Legal aspects are also considered in an
effective manner to ensure that all operational licenses are taken into account for the availability of
better services.
B) Examine the management structure and the additional activities which are provided by the Alfa
Travel Ltd
In support of management structure of Alfa Travel Ltd, it can be said that there are number of
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managers which are focused on diverse activities. For example, accommodation manager ensures about
the accommodation services and room service in order to enhance the customer satisfaction level. Tour
operator firm is operating its business in the number of nations so management has also diversified
activities in different areas (Gill and Williams, 2011). For example, area manager of Costa del Sol area
makes sure that hospitality services and activities are performed in an effective manner so that
customers can have better satisfaction level. Moreover, human resource department of Alfa Travel Ltd
focuses on effective allocation of workforce in order to boost the effectiveness of operational activities.
Other than this, human resource department also ensures that employees hired by resorts must be well
skilled so that quality of services can be boosted in a better way. Other than this, marketing department
and other divisions are performed their roles and responsibilities in a better way.
Furthermore, management of Alfa Travel Ltd also promotes diverse hospitality activities within
resort including sports activities and other recreation activities. It is provided because number of
customers desire to go on an adventure tour in order to gain better experience (Lee and Moscardo,
2005). Other than this, number of beach activities are also promoted within resort to enhance the
customer satisfaction level. Other supportive services like gym, barf, disco, pub, etc are also offered by
the Alfa Travel Ltd in order to boost experience level and satisfaction. In order to manage the
transportation and other hospitality booking, Alfa Travel Ltd also has separate department through
which all these services are provided to customers (Stringam, 2008).
Moreover, the Alfa Travel Ltd also offer different activities in its resorts for all categories such as play
group for children, bar and other services for adult, etc. Kids can enjoy painting and other kinds of
games within resort which is beneficial for advancement in their experience.
In order to manage diverse kinds of services company has also deigned separate department.
For example, to manage sports activities the business firm have specific division as it provide great
level of support to sports activities. In other aspect, it can be stated that the organisation offer various
kinds of services as per the interest of customers in order to meet their expectations. In order to make
trip more enjoyable and meet the needs of customers the management of Alfa Travel Ltd arrange major
sports within resort as well at external destinations (Mill, 2007). At the time of winter the management
of Alfa Travel Ltd offer ice games and other sports activities to attract more and more customers.
Company also take some suggestions from customers in order to understand the key needs and offer
better services.
Other than this, Alfa Travel Ltd competitors like Marriott is also following same structure and
providing various reaction activities in order to meet the customers needs. Marriott is also having
various separate departments for effective management of work activities. In winter the management of
Marriott provide various activities such as snow riding, etc. On the other side, in summer Marriott
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offers beach parties, etc. This clearly indicates that all hospitality organisations are focusing on same
structure in order to manage services (Shaw, Coles and Agarwal, 2007). Key difference among Alfa
Travel Ltd and Marriott is that competitor of Alfa Travel Ltd provides its services in own resorts but
Alfa Travel Ltd provides services in self owned as well as strategic partners resorts.
TASK 2
A.) Quality operations in Alfa Travel Ltd and the application of the quality procedures and how it is
successful managing the conflicts and the legal issues
It has been spotted that the success of every hospitality organisation depends on the quality
operations so it is also necessary for business firm to maintain the quality aspects. In this respect, it is
necessary for management of Alfa Travel Ltd to ensure that they are providing quality services to
customers as per their needs and expectations. If customers are not having satisfaction from the
services of Alfa Travel Ltd, then it will impact the business operations in negative manner. It will also
have negative influence on the brand image of company (Sparks, Perkins and Buckley, 2013). Alfa
Travel Ltd offers wide range of services such as accommodation, food, sports and other recreational
activities, so it is necessary for management to follow quality standards in respect of services. Number
of quality standards, policies and monitoring systems can be implemented within organisation in order
to increase the quality of hospitality services.
Rooms must be properly cleaned and interior/ exterior of premises must be well designed so
that customers can feel valued. It is also beneficial for improvement in brand image and lead business
to impressive success. Most of the time it has been spotted that rooms, bed sheets are not properly
arranged which influences customer perception in negative manner (Andriotis, 2008). Delay in services
is also one of key disadvantage of service and impacts the quality management.
With an assistance of proper monitoring system in each department the quality of services can
be improved. Management of Alfa Travel Ltd can also set standard that the clean room must be allotted
to customers. High quality cottons and chemicals must be used for cleaning purpose so that hygiene
factor can be maintained within premises (Beyazıt and Koc, 2010). If the service is given on the time
by the employees, then it will also provide better competitive advantage in the market. In the support
of this, it can also be said that each department within resort must ensure about the quality of services.
Restaurant manager must make sure that the food resources are well stored at hygiene place
under standard temperature. Otherwise, quality of food can be decrease and it may influence the health
of customers in negative manner. However, it is necessary to have proper checking of food materials
and manager must take responsibility for any kind of quality issue (Clarke and Chen, 2012). CCTV
monitoring can also be used to ensure that the hotel premises is clean and customers are having better
satisfaction from the services. Separate department for effective monitoring also needed in order to
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maintain cleanliness and hygiene factor.
Moreover, the procedures and policies must be designed in ethical manner in order to reduce
the conflict and legal issues. With an assistance of legal aspects consideration the management of Alfa
Travel Ltd can protect customers and employees from diverse hazards. Employees must follow the
rules and regulations in strict manner to overcome issue and maintain quality work environment.
Proper training must be provided to employees in order to meet the quality standards (Ford, Sturman
and Heaton, 2011). For example, communication training enhancing the communication skills as
customers mostly notice the behaviour and communication pattern. It is also necessary for management
to ensure that training program is also well designed as per consideration of diverse legal aspects.
B.) Analysing how effective quality system impact in the performance and the operations of the Alfa
Travel Ltd
It has been spotted that with an improved focus on quality system the business organisation can
have number of advancement in its services. In the support of this, it can be stated that the quality
system application also impacts the performance and the operations of Alfa Travel Ltd. In hospitality
industry the success and rating of resorts are mostly measured as per consideration of quality services.
It means it is necessary for management of Alfa Travel Ltd to ensure that the quality system is taken
into account properly to meet organisational objectives. Improved level of services also attracts number
of customers towards as it provides better satisfaction (Crick and Spencer, 2011). Moreover, with an
assistance of quality system the tour operation company can also attain better competitive advantage in
the market.
It has also been spotted that the quality of services also have great influence on sales ratio of
any business firm. It means it is necessary for management of Alfa Travel Ltd to have improvement in
its services in order to have advancement in its sales ratio. Key expectations of customers is to gain
better value in respect of investment so quality system assist in providing better value to customers by
improving quality of hospitality services. In order to boost the quality of tour package the management
of Alfa Travel Ltd is offering number of recreational activities such as sports, beach activities, music,
lobby, library, etc. It allows customers to gain various benefits and lead business to effective
accomplishment of organisational goals.
In this respect, the management of Alfa Travel Ltd also ensure that quality system and standards
are well planned and it must reflect the concern towards customers. It also attracts more and more
customers that is beneficial for better business opportunities. In order to have better services the
business organisation is focused towards separate monitoring systems. It also assist management to
make sure that the quality standards are well maintained and providing better satisfaction level.
Improvement in quality system also builds better relationship with customers. For example, the
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management of Alfa Travel Ltd has established standard that the customer service executives must
provide response in 2 minutes of complain. It will improve services and attract more customers so that
they can share key issues with management. It will also facilitate in effective identification of customer
needs that is beneficial for effective designing of strategies.
With an improvement in quality management system the management of business firm can also
improve its productivity. For example, the management of Alfa Travel Ltd can provide training to
employees as per quality standards so that employees can be developed in effective manner.
TASK 3
3.1 Analysis of incidents that could affect the operations of resort
By considering present environment, hospitality industry has high volatility and unpredictable
markets trends. Major reason of this volatility is changes and developments in the industry.
Management of the organization operating in this industry are required to cope with these changes for
the existence in the market. There are several incidents that may affect the operational activities of
Costa del Sol. Description of these incidents is enumerated below: Natural incidents: On natural incidents there is no control of the resort organization but these
incidents has huge impact on the operational activities of business. It is because; it make
reduction in the revenue and have adverse impact on the business assets (Ferguson and et. al.,
2009). In this aspect, various incidents are covered such as earthquake, famine, hurricane and
floods. These incidents have the highest impact on working of travel agencies and tour
operators such as Costa del Sol. In order to cope up with these incidents, management of the
Costa del Sol is required to operate with the regulatory guidelines. They should form their work
policies by considering natural calamities in order to make reduction in possibility of loss. Medical incidents: In medical incidents, those situations are covered which may have adverse
impact on the health and safety of the individual. Generally, such incidents include spreading of
a disease at a rapid pace or issue of food poisoning due to unhygienic work practices. These
incidents can make reduction in no. of tourists in the resort (Gray, Matear and Matheson, 2000).
Due to this aspect, revenue and profitability factors of the resort will be adversely affected.
These incidents can be controlled by taking proper medical precautions described by health and
care institutions. Economic issues: There are various economic issues that have huge influence on the
operational activities of Costa del Sol. Economic issues are raised when commercial market is
facing from trouble of inflation and deflation. These factors make reduction in the income
generation capacity and purchasing power of the tourist (Costa Del Sol, 2015). Consequently,
market trends will be affected and adverse impact of the same can be noticed on the revenues of
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organization. In situation where appropriate steps are not taken by the management of Costa del
Sol then survival of firm may be put into a state of jeopardy.
 Transport incidents: These incidents affects the security issues of the resort. In these incidents,
situation of crashes, hijacks and use of unsuitable vehicles is covered. Due to these incidents,
security factors of the resort is hampered and preference of tourist for the destination has been
altered. Transport incidents can be controlled by business entities but it required huge cost and
systematic security management.
In addition to the above described incidents operational activities of Costa del Sol can be
affected by political problems and accommodation issues such as riots and civil disputes.
3.2 Evaluation of procedure to be implemented by a tour operator in order to deal with such incidents
It is important for the management of Costa del sol to take appropriable measures in order to
prevent adverse impact of the above described incidents. By considering this aspect, there are various
procedure that can be implemented by resort for the purpose of effective operational activities
(Hospitality Management Overview, 2013). Major objective of these procedures is to ensure is to
render qualitative services to the customer along with maintaining standards of the industry.
Description of the rules and regulations that need to be followed by management of Costa del sol is as
follows: Appropriable guidelines: Management of Costa del sol is required to develop appropriable
guidelines for the work staff. With these guidelines, existing and potential employees will have
knowledge regarding standard guidelines of the business and they will act accordingly. Allocation of duty: Resort should allocate duties to the human resources in accordance with
their qualification and qualities. Allocation of job must be documented in proper manner in
order to assure measure of evaluation (Clarke and Chen, 2012). Further, in situation of adverse
performance management can easily identify that which department is not able to provide
effective performance. Communication with external entities: Management of resort is required to communicate with
the external entities in order to cope up with the changes in external environment. In this aspect,
they are required to operate in accordance with the guidelines of health and care institution for
the prevention of medical incidents. With their guidance they will be able to maintain hygiene
in work environment (Crick and Spencer, 2011). By considering external environmental aspect,
they can develop effective policies regarding economic incidents. Effective communication: By effective internal communication, management of resort can
effectively coordinate with one another. In addition to this, assurance of quality can be attained
in each operational activity of the organization.
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 Precautions for contingencies: Management of Costa del sol is required to make necessary
arrangements for the forseeable contingencies. For this aspect, there should be proper
arrangements of fire extinguishers and precautions from flood. Emergency exists should be
maintained in proper manner and way for it must be accessible to customer as well as
employees.
 Health and hygiene factors: By complying with legislatory norms such as Health and Safety
Act and Occupier's Liability Act. By the compliance of these provisions, there will be reduction
in the risk of injury of visitors as well as trespassers (Gray, Matear and Matheson, 2000). In
addition to this, they will be able to provide appropriable work environment to the employees.
In addition to above described procedures, management of Costa del sol is required to offer
required training and development session to their employees so that they can offer effectual services
in order to attain ultimate needs and wants of customers. Additionally, it will assist in minimizing
incidents and hence leads to adhering with industry standards.
3.3 Discussion of procedure to be implemented by a tour operator link with guidelines of trade
associations and government
bodies
Procedure which will be followed in the booklet by considering the guidelines of bodies are listed: ABTA (Association of British Travel Agents): Tour operators which are operating in UK, a
trade association is formed which includes the organizations which deals in business of tour
operator and travel agents. It is essential for the tour operator to follow the guidelines of this
body while designing the booklet (Ferguson and et. al., 2009). For example: All the information
which is related to members of resort will be detailed in the booklet. It is related to rules and
regulations of resort in context to health and safety of members of resort while working.
Function of ABTA also ensures that members of the organization also get standard services and
better working environment.
 CAA (Civil Aviation Authroity): This regulatory body regulates the activities related to the civil
aviation of UK. Responsibility of CAA is to issue the guidelines and framework for the
protection of consumers, to make sure that standard and quality services are to be provided and
also activities related to environment and safety (Andriotis, 2008). For example: Offering of the
services related to aviation should include high quality services to the passengers and also to
make sure that all the problems related to traveling should be dealt in proper manner. All the
guidance and rights of the passengers are to be detailed.
 ATOL (Air Travel Organizers Licensing): Function of ATOL is to protect the tourists who have
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purchased the holiday packages from any of the tour operator or travel agent. For this aspect,
they had provided guidelines regarding standard duties of the tour operator or travel agent.
These guidelines are mandatory to be complied by them (Crick and Spencer, 2011). In situation
of non-compliance, management of the organizations will be required to pay heavy penalties.
CONCLUSION
In accordance with the present study conclusion can be drawn that management of resort is
considered as one of critical operational activities within hospitality and tourism sector. Main objective
of this industry is to provide hospitality services in an effective manner by building effective
relationship with its suppliers and customers. This approach will assist management is making
improvement in the level of supply chain and provide better assistance to diverse operational activities
within resort. Success of every hospitality organisation depends on the quality operations so it is also
necessary for business firm to maintain the quality aspects. In addition to this, the procedures and
policies must be designed in ethical manner in order to reduce the conflict and legal issues. Improved
focus on quality system will help business organisation in having number of advancement in thier
services.
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Online
Costa Del Sol. 2015. [Online]. Available through: <http://www.visitcostadelsol.com/>. [Accessed on
21th December 2015].
Hospitality Management Overview. 2013. [Online]. Available through:
<http://www.bschool.careers360.com/hospitality-management>. [Accessed on 21th December
2015].
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