Resorts and Tourism: Challenges and Opportunities

The report highlights the importance of considering various factors while planning a tour package, including natural, political and medical calamities that can affect Thomas Cook's operations. The study emphasizes the need for effective crisis management to minimize disruptions. Additionally, it underscores the significance of quality management in increasing sales and productivity. Furthermore, the report suggests that customers who experience issues with their travel arrangements can contact ABTA members for assistance and advice.

RESORT
MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1: UNDERSTANDING FUNCTIONS AND STRUCTURE OF RESORT OPERATIONS
..........................................................................................................................................................2
1.1 Analyzing functions of resort operations.........................................................................2
1.2 Structure of Resort offices................................................................................................3
TASK 2 UNDERSTANDING ROLE AND IMPACT OF QUALITY SYSTEMS AND
PROCEDURES................................................................................................................................3
2.1 Importance of effective quality systems in resort operations...........................................3
2.2 Implementing effective quality system............................................................................5
TASK 3 UNDERSTANDING MANAGEMENT ISSUES RELATING TO THE INCIDENTS. .6
3.1 & 3.2 Incidents which affects operations of resort and dealing with the situation..........6
3.3 Dealing with the incidents................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Resort management is a type of program which prepares an individual to plan, manage
and for the market comprehension vacations. It generally includes instructions in the hospitality
administration, restaurant and food service management, financing of resources, safety and
health services of individuals, etc (Meng, Tepanon and Uysal, 2008). The organization
undertaken for the present study is Thomas Cook plc which is a British global travel company
that deals in hospitality and tourism. Mentioned company has their specifications in Charter and
specific scheduled airlines along with the package holidays for different hotels and resorts
throughout the world. Furthermore, cited company is having their operations worldwide and
focuses on satisfying the needs of their customers in an effective manner.
Thomas Cook can plan an effective tour package at tropical island of St. Lucia as West
Indies is surrounded at sea side. Resort which is selected for tour operations is Rendezvous
Resort in St. Lucia which is a perfect couple resort that aims to provide a truly passionate,
personalized and romantic holiday for travelers (Murphy, 2009). The vision for mentioned resort
has not yet changed as it truly focuses on attracting the couples from stress and strain of
everyday’s life. Moreover, if any individual who is planning for a perfect couple resort in
Caribbean island for honeymoon or wedding, Rendezvous Resort in St. Lucia is the ideal place
to reside. Furthermore, Thomas Cook has contact with some other resorts as well namely
SunConnect, Smartline and Sentido.
This present report will focus on understanding the functions of resort operations along
with the structure of resort offices. This report will also showcase effective quality systems and
procedures which are implemented by the tour operators for their operations. This report will
also have emphasis on the incidents which generally affects the proper functioning of resort. At
last, this report will focus on different guidelines of trade associations and government bodies
which are accepted by the tour operators for effective functioning.
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TASK 1: UNDERSTANDING FUNCTIONS AND STRUCTURE OF
RESORT OPERATIONS
1.1 Analyzing functions of resort operations
Thomas Cook in order to attract more individuals must choose a destination which
attracts large number of individuals. The most distinguishing features of resorts are their
favorable climates and also the wide range of recreational activities which attract individuals to
have a new experience in their life once a while. The Rendezvous Resort in St. Lucia is located
in less populated area with offering high quality of relief from smog and congestion (Lim and
McAleer, 2005). This resort is situated at sea side which gives a calm exposure to travelers who
visit here. Thomas Cook is having their operations throughout the globe and their executives can
inspect the mentioned resort and the quality they offer to their customers. Taking individuals
from UK to Caribbean island require proper management of resources and finance. For tour
operating operators, customers are treated as a life blood and they have to attract them in a
positive manner so that they can show interest in their operational activities.
Thomas Cook can plan a tour package to the mentioned resort by dividing their travelers
into two segments. One is newly married couples and the others are those who are adventurous
and look for visiting new locations and venues. It is generally important for the mentioned
company to distinguish each and every specification of the tour package along with the duration
of tour. Rendezvous Resort is having great specification and facilities as this is the only way by
which mentioned company is able to attract large number of individuals. Travelers can sit on the
beach and with miles of white sand travelers can enjoy the view of unbelievably clear sea.
Further, couple can have a candle light dinner on the beach with finest of cuisines. Resort rooms
are designed in such a manner that it gives a clear isolated sight of sea from the balcony arena
(Hewitt and et.al., 2007). Overall, it is one of the best places in Caribbean island which is
attracting individuals day by day.
Further, from the view point of travel and tourism management, Thomas Cook have to
consider each and every aspect in order to increase the travelers for the particular place.
Mentioned company have to take all the relative actions for the satisfaction of individuals wants
so that employee’s get lot of comfort and pleasure.
Thomas Cook being a travel operator company has to deal with various health and safety
issues. Mentioned company has to ensure that the resort which is so selected is free from all the
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violence and quarrels so that hospitality firm can perform well in order to satisfy the needs of
travelers. Thomas Cook has to adhere, accept and follow all the rules and regulations which are
imposed in the Caribbean country. Moreover, Thomas Cook has to provide quality of services to
their customers as individuals should get worth of money which is invested in the trip.
Mentioned company is acting as an agent between customers and resorts. Therefore, they have to
effectively understand the needs of customers as well as the issues of mentioned resorts.
Performing these objectives is considered as a key operation of tour operator.
1.2 Structure of Resort offices
Resorts offer different types of services to the travelers in order to increase their market
goodwill and revenue. Resorts are the part of hospitality sector only and they too have the same
management functions as other hotels have. The above mentioned resorts have different
structures which have to function equally in order to make a stable combination and
communication within resort (Kubota and Shimano, 2010). Resorts have operations like
beverages and foods, rooms, human resource department, accounting, etc. Further, resorts which
have large outdoor arena provide other facilities to customers that include golf, tennis, swimming
pool, spa etc. These facilities have other charges but if travelers want to enjoy all such
accommodation then summarized charge will be added to the tour package and he/she can enjoy
it with a lot of ease and comfort.
Thomas Cook need to have proper management for each and everything in order to
satisfy the needs and wants of the tourists. Rendezvous Resort manager requires strong social
skills in order to complement the vacation environment along with hospitable tradition. Further,
employees working there should know the management of resort function effectively in order to
increase more of the goodwill.
Further, mentioned company is having contact with major tour hotels and resorts
throughout the world and hotel and resort manager gives them effective deal during summer and
winter and by considering this, Thomas Cook prepares their own tour package. Moreover, cited
company prepares tour packages for both developed and developing countries and the tour
package is decided according to the venue and location. Individuals approach Thomas Cook for
different holiday plans as some require silent peace destination while others who are adults need
adventurous location where they can enjoy water diving, river rafting, hill climbing etc
(Alexandris, Kouthouris and Meligdis, 2006). By developing different packages for distinct
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interest of people, cited company is able to increase their overall turnover and develops a loyal
base of their potential customers.
TASK 2 UNDERSTANDING ROLE AND IMPACT OF QUALITY
SYSTEMS AND PROCEDURES
2.1 Importance of effective quality systems in resort operations
SunConnect, Smartline, Rendezvous Resort and Sentido have to implement the best
quality systems in their resort operations in order to satisfy the customers’ needs and demands in
a significant manner. Resorts having recreation facilities which differentiate them from the hotel
organization as they have the large area where new activities can be undertaken and something
new or innovative too (Meng, Tepanon and Uysal, 2008). Mentioned resorts provide services
24*7 where quality is the key aspect. Travelers should be appreciated with quality of food stuff
along with long menu of their choice. Resorts have bar facilities and drinks so provided should
be of different varieties as customers are from different background and they have their own
taste and preferences. Quality management is a important step that management has to take,
because it is the only way by which authorities at Rendezvous Resort can develop and maintain
efficiency into operations for the firm. Further, mentioned resorts have large employee base too
and it is the core responsibility of the resort organization that interest of employees should also
take into consideration. Resort manager must identify that what are their needs and expectations
from the place where they are working in. further, time schedule of employees need to be
managed in such a manner so that they can balance up their personal and professional life.
Quality assurance also depends on excellence of two important focal points in resort
organizations:
 The design of goods and services which satisfies the needs of customer's efficiently and
effectively.
 The control of quality during execution of service delivery to the travelers. This means
that the hospitality venture have to check the quality of food and services so that
customers do not have any type of ingestion problem (González, Comesaña and Brea,
2007).
Further, these resorts organization conduct organizational audit after regular time
intervals in order to check their efficiency and effectiveness. Organizations majorly focuses on
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SWOT and PESTLE analysis which gives them clear idea regarding their strength in the resort
industry as well the identification of factors which acts as a major drawback. Moreover,
mentioned organizations focuses on Total Quality Management (TQM) system where
management believes that employees are carrying the operations in such a manner that it will
lead to minimum wastage of different types of resources (Gill and Williams, 2011). Manager of
resorts conduct training and development session for both existing and newly recruited
employees in the areas where they lack. The focus of organizations is to improve the
communication skills of their talented employees so that they can communicate with the
travelers in an efficient manner. Further, resorts choose democratic style of decision making
where employee’s participation are considered and they make effective decisions by considering
the suggestion of their talented employees. Further, resort wants that their employees coordinate
well in order to achieve their organizational goals and objectives and they also have to ensure
that their shall be no dispute among different groups of employees in the organization (Singh and
Horwitz, 2006).
Further, Thomas Cook have to effectively take health and safety measures for their
travelers in order to provide them best of the facilities and service during the trip. Moreover,
Thomas Cook have to follow all the legal acts and proceeding in order to protect the health of the
travelers so that they can be loyal customers for the firm. Thomas Cook for the trip to above
named resorts has to follow adhere laws and acts which are related to health and safety of the
travelers.
Moreover, Thomas Cook have to deliver effective quality in each and every sense in
order to get the customers trust. Mentioned tour operator should give travelers a detailed booklet
for where they are going and also the things and food they will be getting for meal. This show a
quality impression which lead to more of the customers trust.
Moreover, in this context Food Act 2003 covers safety of food for the human
consumption and the general requirement which will assure the food sold to the public by the
restaurants and hotels are safe and convenient to eat. Moreover, another legal act namely Food
Regulation 2010, will show the requirement for the Food Standard Code as this act gives more
details than the Food Act and the restaurants & hotels itself gives detailed guidelines to food
service operators. If any fault is incurred, then the license of hotels and restaurants gets
terminated and the goodwill of hospitality will significantly thrash.
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2.2 Implementing effective quality system
Quality system has been developed in business enterprises in order to meet and satisfy the
expectations of customers. SunConnect, Smartline, Rendezvous Resort and Sentido have to
follow the government norms and regulations for proper and effective functioning. Further, by
implementing different quality systems, resorts can have competitive advantage over others and
they can survive for longer period in tough market situations (Lee and Moscardo, 2005). The
hospitality industry is considered as a toughest industry to survive in. therefore, organizations
have to make constant changes in their business activities so that they can attract lare number of
tourist and make a healthy brand image in the market. Moreover, in order to implement
successful quality system, resorts in Caribbean can focus on following points.
 Attender should be there to welcome the guests who are coming to hotel.
 If golf course is there then they should be upgraded with golf carts.
 Spas should give effective treatment to customers, upgraded exercise machines along
with personal trainer.
 Resort manager can organize group activities and can rent beach equipment like cabanas
and umbrellas.
 Resort organizations should have proper arrangement for reserved rooms as travelers do
not have to face any difficulties by reaching to the resort (Stringam, 2008).
 Further, amenities is the additional facilities provided by the resort organization to the
travelers and some of these are
◦ Bathroom amenities- Face wash, Bath soap, Lotion, Oil, Vanity mirror, etc.
◦ Room amenities- Mineral water, Fresh flowers, Oversized pillows, intercom,
Refrigerator, etc. (Characteristics of Resorts. 2001).
Enhancement of the sale is another impact which resort organization in Caribbean
country is facing. If mentioned resort organization is able to generate a good amount of sale even
in the non- peak periods then SunConnect, Smartline, Rendezvous Resort and Sentido has made
a good goodwill in the country and people are attracted to have a good and composure feel with
their loved ones and also with their family members or friends (Fitzsimmons, 2008). For such
type of sales, quality system plays a crucial role for mentioned resorts. Further, Thomas Cook
has to choose the best of the resort for the tourist destination in order to maintain the trust of the
customers which they have since half a decade. As a trained travel and tourism executive, my
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suggestion will be to choose Rendezvous Resort as it is the best for the tourist destination as
mentioned resorts have best of the infrastructure and facility which will significantly satisfies the
needs and demands of the customers. Further, organization has a large area where miscellaneous
activities can be conducted for better fun and enjoyment. Resort also has quality of staff which is
ready for the customer's service 24*7 as they are highly motivated and dedicated towards their
work. Quality system also helped resort to get customer satisfaction level (Brey and Lehto,
2008).
Moreover, quality system has helped Rendezvous Resort along with different other
resorts to function their duties more efficiently so that global travel and tour organization can
approach them and they generate healthy revenue with the arrival of large mass of individuals.
TASK 3 UNDERSTANDING MANAGEMENT ISSUES RELATING TO
THE INCIDENTS
3.1 & 3.2 Incidents which affects operations of resort and dealing with the situation
Hospitality industry is one of the most unpredictable industry because changes and
development are done at rapid pace and management of organization does not even have time to
anticipate the incidents which are taking place. There are wide ranges of incidents which can
affects the functioning of resort organizations (Goffman, 2009). Some of them are stated below: Natural incidents- The above mentioned resorts are all residing at the sea side and they
will be badly affected if any hurricane or tornado arises. On all such events, mentioned
organization will not have any control and they will badly affect the performance and
functioning of business ventures. There are different others natural incidents too namely
hurricane, earthquakes, famines (Rutledge, Xu and Simpson, 2010). Along with these
resorts, functioning of travel and tour operators will also be affected as Thomas Cook
will not be able to plan the scheduled in such part of the country and if they too their
travelers their and then such incident took place then mentioned organization have to give
claim to the family of deceased person. Medical incidents- Medical incidents like food poisoning, indigestion, typhoid can affect
the performance of whole resort organization. If travelers got sick after having their food
then it will be a big issue and local body of that country will cancel their registration as
hospitality and this will badly affect the goodwill of the reputed firm. Further, if in a city
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a particular disease is been spread and lot of people got affected by this then Thomas
Cook have to cancel the trip for particular location and has to refund the money which is
so collected from the travelers (Davenport and Davenport, 2006). This is generally
because mentioned organization cares for their customers and this is the only reason that
Thomas Cook has a large customer base.
 Political incidents- At times functioning of resorts get disturbed by some political
disturbances such as civil disputes, riots, strikes etc. If resort organization does not obey
them then people will destroy building by throwing stones and other equipment. These
are in control of government but at times such situation arises when they can't do
anything. These strikes and lockouts lasts for 1-2 days and after that mentioned resort
organizations can perform their activities efficiently and effectively (Shi and Zhang,
2006). Moreover, to safeguard the firm from such events, management of Thomas Cook
has to make sure that there are adequate savings with the mentioned firm, as it will be the
only way through which organization can protect itself from getting negatively affected.
These are some incidents which can generally arise anytime and can affect the
functioning of both tour operator as well as resort organizations. Furthermore, organization does
not have any control on such incidents and tour company have to work effectively as their
customers does not get affected by such incidents.
Furthermore, ABTA is one of the leading tour organization and the role of the cited firm
is that it provides healthy support, protection and expertise support to the travelers and further,
people have lot of trust on the cited firm. Company also support as by gathering feedback if
travelers faces from any of them. Further, foreign office is also there to safeguarding the UK’s
national security by countering terrorism and weapons proliferation, and working to reduce
conflict.
Moreover, Crisis management is considered as a procedure by which company deals with
major event which generally threatens organization as well as their potential stakeholders.
Further, Thomas Cook have to take relative steps in order to solve that because company having
huge market share and they are giving their best in order to achieve the goals and objectives.
3.3 Dealing with the incidents
To deal with all such incidents which are started above, Thomas Cook has to adhere the
legal requirement along with the norms in order to manage and face such incidents. These
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incidents are not in the hand of anyone and Thomas Cook always thinks for the betterment of
their travelers (Resort Management Association Continues Leading the Industry in Maintenance
Fee Elimination. 2013). Below given are some rules and regulations which mentioned
organizations have to follow:
 Thomas Cook have to fill a form which is been attained from tourist department.
This process will help mentioned company to provide the necessary information to
all the concerned local who will track the capabilities and performance of cited firm.
 An auditor will analyze the financial performance of the cited company which will
showcase the strength of the company in order to carry the business ventures.
 Thomas Cook has to provide effective training and development to bot their
technical as well as marketing and sales staff so that they will be able to achieve their
individuals as well as the organizational goals. Technical training will help
employees to get the best of the knowledge for presenting the deals and destination
to the customers (González, Comesaña and Brea, 2007). Further, for personal selling
marketing and sales should be well trained so that they convince the individuals
towards their offer in an effectual manner.
 Mentioned company has to significantly ensure the health and safety of individuals
so that they can able to develop loyal customer base.
 Proper documentation should be there so that individual gets satisfied that they have
paid for particular tour.
ABTA members manage fantastic experiences for millions of holidaymakers, but at times
things do not go perfectly. If travelers have any of the issue regarding anything in UK then they
can contact one of the members of ABTA and they will solve the traveler query. Further, making
booking of the trip from ABTA member will give a useful range of our advice along with cheap
services.
CONCLUSION
Thomas cook is the largest tour operator firm in UK which focuses on satisfying the
needs of their potential customers. This report showcases the precautions which a tour operator
has to consider while planning a tour package for particular place. Further, this report deeply
analyzes the quality management which helps resort organizations to increase more of the sales
9

and productivity. Further, during the study it is also visible that Thomas Cook and mentioned
resorts operations get duly affected by the natural, political and medical calamities which are not
in hand of anyone. At last this report has emphasis on dealing with those incidents in an efficient
and effective manner.
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REFERENCES
Journals and Books
Alexandris, K., Kouthouris, C. and Meligdis, A., 2006. Increasing customers' loyalty in a skiing
resort: The contribution of place attachment and service quality. International Journal of
Contemporary Hospitality Management. 18(5). pp. 414-425.
Brey, E. T. and Lehto, X., 2008. Changing family dynamics: A force of change for the family-
resort industry?. International Journal of Hospitality Management. 27(2). pp. 241-248.
Davenport, J. and Davenport, J. L., 2006. The impact of tourism and personal leisure transport on
coastal environments: a review. Estuarine, Coastal and Shelf Science. 67(1). pp. 280-292.
Fitzsimmons, C., 2008. Why dive? and Why here?: A study of recreational diver enjoyment at a
Fijian eco-tourist resort. Tourism in Marine Environments. 5(2-3). pp. 159-173.
Gill, A. M. and Williams, P. W., 2011. Rethinking resort growth: Understanding evolving
governance strategies in Whistler, British Columbia. Journal of Sustainable Tourism.
19(4-5). pp. 629-648.
Goffman, E., 2009. Stigma: Notes on the management of spoiled identity. Simon and Schuster.
González, M. E. A., Comesaña, L. R. and Brea, J. A. F., 2007. Assessing tourist behavioral
intentions through perceived service quality and customer satisfaction. Journal of
Business research. 60(2). pp. 153-160.
Hewitt, J. and et.al., 2007. Gastroenteritis outbreak caused by waterborne norovirus at a New
Zealand ski resort. Applied and environmental microbiology. 73(24). pp. 7853-7857.
Kubota, H. and Shimano, K., 2010. Effects of ski resort management on vegetation. Landscape
and ecological engineering. 6(1). pp. 61-74.
Lee, W. H. and Moscardo, G., 2005. Understanding the impact of ecotourism resort experiences
on tourists’ environmental attitudes and behavioural intentions. Journal of sustainable
tourism. 13(6). pp. 546-565.
Lim, C. and McAleer, M., 2005. Ecologically sustainable tourism management. Environmental
Modelling & Software. 20(11). pp. 1431-1438.
Meng, F., Tepanon, Y. and Uysal, M., 2008. Measuring tourist satisfaction by attribute and
motivation: The case of a nature-based resort. Journal of Vacation Marketing. 14(1). pp.
41-56.
Murphy, P., 2009. The business of resort management. Routledge.
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Rutledge, J., Xu, M. and Simpson, J., 2010. Application of the Toyota Production System
improves core laboratory operations. American Journal of Clinical Pathology. 133(1). pp.
24-31.
Shi, H. and Zhang, L., 2006. China's environmental governance of rapid industrialisation.
Environmental Politics. 15(02). pp. 271-292.
Singh, A. and Horwitz, R., 2006. The Board of Directors in timeshare governance: Owner–
management relations in timeshare resort operations. Journal of Retail and Leisure
Property. 5(3). pp. 185-196.
Stringam, B. B., 2008. A comparison of vacation ownership amenities with hotel and resort hotel
amenities. Journal of Retail & Leisure Property. 7(3). pp. 186-203.
Online
Characteristics of Resorts. 2001. [Online]. Available through:
<http://www2.nau.edu/~ha401-c/class/mod_1/top_1/read1-1-1.html>. [Accessed on 16th
November 2014].
Resort Management Association Continues Leading the Industry in Maintenance Fee
Elimination. 2013. [Online]. Available through: <http://www.marketwire.com/press-
release/resort-management-association-continues-leading-industry-maintenance-fee-
elimination-1781395.htm>. [Accessed on 16th November 2014].
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