Reducing Quality Related Issues in Hunas Falls Resort

The assignment content discusses the importance of reducing quality-related issues from clients in resort management. It emphasizes the role of duty officers in monitoring practices and ensuring proper communication with affected customers. The study highlights the need for personnel to receive appropriate training and for consumer protection legislation to be followed. Furthermore, it suggests that a code of practice should be specified to minimize client-generated issues.

Resort
management
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Table of Contents
Introduction......................................................................................................................................3
Task 1 ..............................................................................................................................................4
1.1 Analysing the functions of Hunas Falls resort operations.....................................................4
1.2 Analysing the structure of the resort offices of different types of tour operator...................5
Task 2...............................................................................................................................................6
2.1 Discuss how effective quality systems and procedures affect legal and conflict situation. . .6
2.2 Analyze the impact of quality systems and procedures implemented by a specified tour
operator on its operations ............................................................................................................7
Task 3...............................................................................................................................................8
3.1 Analyze incidence that affect the operations of a resort........................................................8
3.2 Evaluate the procedure to be implemented by a tour operator to deal with different
incidents.......................................................................................................................................9
3.3 Discuss how procedures to be implemented by a tour operator link with guidelines of trade
associations and government bodies............................................................................................9
Conclusion.....................................................................................................................................10
References......................................................................................................................................11
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INTRODUCTION
Indian Ocean is all about the exotic and isolated bare foot luxury. By arriving in the
Maldives from sea route, one can have an unforgettable insight of tiny yet amazing island jewels.
While one stares at the moist mountains, tea filled mountains and ancient temples of Sri Lanka
from the Indian Ocean Resort, it is an utter bli (Williams and Uysal, 2003). The resort chosen for
the project is Hunas Falls by Amaya in Sri Lanka. It is a country house resort having various
luxurious facilities like golf course, spa, pool, fitness centre, tennis court, shuttle, etc. Hunas
Falls is a combination of luxurious and adventurous escape which is situated in high hills of Sri
Lanka. One can enjoy a shot of golf at mini course before a dip in the hotel's pool. There is an
avid presence of flora and fauna combined with a spectacular nature walk across the green
valleys, tropical forests and rugged mountains. The modish guest rooms and suites display a
scenic view of lush forests and misty mountains. The nature encompasses its guests to sit in the
balcony and to sip coffee or tea with the amazing scenery spotting local bird life and relax.
Hunas Falls is the perfect place to discover Kandy's richest heritage by visiting tea plantations
and small villages. The magnificent places to visit may be an ancient Temple of Tooth or a day
trip straight up in the Knuckles Range and finally deep down into Nitre Cave.
Unique Qualities of the resort includes an eye catchy view of Matale peaks from every
room. There is a vast variety of private nature walks and cultural tours that are guided to the
guests through a naturalist appointed by the hotel itself (Hunas Falls by Amaya, 2012). Facilities
of romantic candle light dinner with adorable view and high teas can be planned by the guests on
the terrace, pavilion and even lakeside boathouses.
The rooms are designed with the view of obtaining maximum view of sparkling scenery
with private balcony that peak into the lush forests and beyond. Suites have been divided as
superior rooms, deluxe rooms, Cardamom suite, Katsura suite and Highlander suite. One can
Dine beside the lake view terrace by discovering the Western cuisine with Eastern flavours. The
Millers pub is an ultimate cosy lounge with dramatic floors and pool table. The resort has been
awarded with 5* - Sustainable Hotel Sri Lanka 2014 and Luxury Hideaway Resort 2015.
The project aims at understanding the nature and structure of Hunas Falls resort
operations along with the importance of quality systems in resort. Various impacts and issues of
managing incidents in resort have been detailed as well.
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TASK 1
1.1 Analysing the functions of Hunas Falls resort operations
Talking about the travel n tour activities adopted by resort, a wide range of activities
have been provided in order to meet the requirements of sensitive travellers. The main focus of
Hunas Falls resort is on up market leisure travellers. It is involved in handling all the key areas of
resort management which involves booking of transportation, accommodation, excursions,
MICE (Meetings, Incentives, Conferences and Exhibitions) and cruise line representation
through various tour operators present across the entire globe (Resort Management Association
Continues Leading the Industry in Maintenance Fee Elimination, 2013). The resort has an
extension of long networks that hold extensive relationships with the best and most reputed
travel agencies and entities that gives an unparalleled edge to the resort by ensuring that the
traveller will have an everlasting incomparable experience in Sri Lanka. It has collaborated with
various online travel sights and portals which ensure e-bookings from any part of the globe.
Hunas Falls resort has also come up with its own website < Hunas Falls resort> which ensures
that any customer can book his room, see prices, select the room based on photographs and can
prepare his or her itinerary based on the information provided on the website provided by it. The
resort has direct connectivity through bus, train and airport along with the heliport facility which
makes it easily accessible by all kinds of guests.
While talking about the business operations of the resort, it can be analysed that they
have a responsible approach towards tourism and travel. This is an extreme factor that
determines the long term success of resorts (Wagen and Goonetilleke, 2007). The hotel was
opened in 1971 and by the time, it was taken over by the government to convert it into a state-run
business. In 1989, it was further purchased and developed due to which the hotel owns 8 acres of
land in present date. Hunas Falls by Amaya also operates and caters for all functions whether
large or small. The basic business operation that it follows deals with carrying of responsible
environmental management activities that will reduce, reuse and recycle the natural resources of
environment. Various training sessions that are needed to be given to the employees are also
provided by the resort through training and development programmes. The resort complies with
the professional standards and ethical values through which it strives to achieve corporate
responsibilities in every aspect of work culture. All this is done on the basis of wide
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understanding of duties in tourism sector by each employee, employer and member of society
(Tsai, Pan and Lee, 2011). The approach taken towards its business operations reflects their
commitment towards environment and the importance that they assign in dialogues with
stakeholders. Its major business operations involve preserving nature by following various
activities that will limit the water consumption, energy consumption, waste management, social
commitments and environmental protection actions and would maintain the quality of food that
they serve.
Hunas Falls is a natural and peaceful heaven. Its main function is operating hotels and
resorts by disposing a range of nature and environmental based adventurous activities for its
customers. It is involved in various customer services which include an Ayurvedic centre which
is engaged in treating guests with warm oil against skin. Here, the guests can fragrance the scent
of local herbs and feel the steam rising around their body and this enchanting view can persuade
large pool of customers (Tivers and Rakic, 2012). Individual treatments and techniques are being
used by the hotel which ensures that the used herbal ingredients meet the requirements of each
person’s body and lifestyle. The next delicacy that the resort provides is mouth watering western
and eastern cuisine. Plenty of trails and tea estate tours are organised by the resort for its
customers. Other services include foreign currency exchange, same day laundry service, IDD,
Wi-Fi hot spots, 18 hours room service and Heliport. Many leisure services like swimming pool,
golf coast, cycling, boat ride, excursions, hiking, Billiards and Pool Lounge, Croquet,
Badminton, Shopping Boutique, Library, Jungle Treks etc. have also been provided by the resort.
A wide range of waterfalls and bird watching facilities have also been provided in the resort
packages.
1.2 Analysing the structure of the resort offices of different types of tour operator
Structure: Different structures for different types of tour operations are there like summer
and winter sun programmes, programmes for developed and developing countries, camping and
self-catering programmes, sports programmes; specialist programmes like sailing, trekking along
with other elements of structure like job titles, seniority, lines of communication, line
management, links with head office and other offices (Negi and Manoher, 2009). There is a
particular structure that needs to be followed while managing services between different entities.
This has been observed that every resort has integration with several tour operators who help
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them in persuading customers towards travel and tourism services. Tour operators are entitled to
promote the services of Hunas Falls and for that, they emphasize on different outlets and
promotional aspects. Hunas Falls promotes the services on the basis of specified structure where
all the tour operators play a major role as they manage different packages of tours and they are
also entitled to help the customers in visiting diverse places.
Further, guest related activities are also managed in a proper manner where the resort is
chiefly emphasized on meeting all diversified needs and demand of customers (Murphy, 2009).
Under guest related activities, several services have been included which can assist in deriving
customer satisfaction on higher extent. Tour operators have been assisting the Hunas Falls
(resort) to include new service provision and through this, the tourism of such place can also be
promoted adequately. The resort also makes sure that beach, sight scenes and sports activities are
involved in all the packages so that overall client satisfaction can be acquired.
Moreover, the resort is also engaged in organizing specialist programme where in they
are promoting seasonal tourism and events. The resort has been managing other activities
through which customers are attracted towards tourism aspects. Organizing specialist
programmes helps the resort to promote the services in adequate manner and through this, the
entity also analyses several areas of improvements (Madanoglu and Brezina, 2008). The resort
organizes several events and activities through which winter sports are promoted on higher
extent. This gives the opportunity to involve different types of services and attractions in the
overall package. According to seasons, Hunas Falls organizes events and tour operators are
entitled to promote those services. All the different departments working with Hunas Falls are
entitled to manage diversified services so that more development can be brought to
organizational practices.
TASK 2
2.1 Discuss how effective quality systems and procedures affect legal and conflict situation
Quality is the most important attribute that needs to be there in the service provision so
that customer satisfaction ratio can be encouraged. Quality is not only required in food services
but also it is must be integrated with every service aspect. In order to manage proper resort
services, it is essential for Hunas Falls to deliver proper quality food services to the clients so
that health of client can be maintained (Jayawardena, 2001). There are various areas where
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quality aspects are required such as food and beverage sector, housekeeping services and
customer management services. In hospitality, major emphasis should be given towards towards
needs and demands of customers and for that all the services should be associated with quality
aspects. While allocating rooms to the customers, it is essential for the resort manager to make
sure that beds and other room services are completed properly and the environment is neat and
clean.
In order to meet quality aspects, it is essential for the resort to monitor the activities in
proper manner so that all the concerned operations could be managed adequately. While
acquiring raw materials for the food services, the management has to make sure that all the
resources are quality concerned and they are secured for client health (Harrington and
Ottenbacher, 2011). The services involved in housekeeping department are properly accessed
and monitored so that improvements can be found out. Concern towards quality aspects shows
that the entity is considering needs and preferences of clients and that further aids in maximizing
the level of client satisfaction.
The resort has been emphasizing on Total Quality Management where in focus has been
made on producing quality products with zero defects. The probabilities of defects and issues can
be avoided through using the TQM system. Quality procedures at Hunas Falls have been
monitored properly and through this, the issues related to legal aspects and conflicts can be
minimized. People are managing all their services in adequate manner and they are also fulfilling
all the preferences of clients (Hallman and et.al., 2012). Thus, it can be said that having quality
aspects helps Hunas Falls to raise the standard of services and through this, other clients can be
persuaded towards the services. Quality systems at Hunas Falls are concerned with proper and
appropriate services as per the preferences of clients.
2.2 Analyze the impact of quality systems and procedures implemented by a specified tour
operator on its operations
Implementing quality systems and procedures in the business helps to acquire greater
benefits and outputs and through this, the potential of services can also be encouraged. Hunas
Falls has been acquiring customer satisfaction on higher extent because all the services are
quality concerned. Considering quality facets in each and every operation helps in promoting the
services on higher extent and through this, long term sustainability can also be acquired.
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Effective quality systems aids in bringing positive results and through this, the areas of changes
can also be identified adequately (Costa and et.al., 2004). All the employees at Hunas Falls have
been managing their roles and responsibilities in appropriate manner as per the quality
dimensions. It aids in managing all the operations in adequate way and it also plays major role in
decreasing operational cost of the organization. As far as quality is concerned, tour operators
make sure that whatever they are promoting, is properly addressed to the clients. All the
employees are clear about their job roles and values and according to that the they are managing
their duties. Customers are also getting satisfied with the quality of services; thus they are
preferring to get the services from same entity. Operations of the same are more quality
concerned and this aids the suppliers to show more interest in company's services (Clarke and
Chen, 2012).
It has been observed that having quality system in the resort aids in integrating all the
departments in adequate area and through this, resources can be utilized in proper manner.
Quality encourages efficiency of services and it also directs the employees to give their best
while delivering diversified services. On the other hand, quality aspects augments internal
business functions and through this, large pool of customers can be attracted towards hospitality
services. At the same time, having quality processes reduces client's issues and it further also
boost overall productivity of the services.
TASK 3
3.1 Analyze incidence that affect the operations of a resort
It is an apparent fact that safety of customers are the prime responsibility of staff
members of Hunas Falls and for that they chiefly emphasize on adequate food services. The
resort staff members provides proper food services to the clients; however then also several
issues are arising in the same area (Chen and Choi, 2008). Aspects related to consumer safety has
been managed in adequate manner and when they visit the country, the resort management make
sure that only proper and secured services are covered under the visiting areas. Issues related to
environment at the resort can affect client interest and this can also impact efficacy of overall
services. Furthermore, the property of the resort needs to be risk free so that client's health can be
protected. Different departments are there in the resort, where in the administration department is
entitled to record all the information about the clients; thus for client satisfaction, there must be
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proper record system and that should be accessed by only authorized entities (Brey, 2010).
Hunas Falls also make sure that while delivering services to the clients, quality forces are highly
considered.
3.2 Evaluate the procedure to be implemented by a tour operator to deal with different incidents
If a tour operator faces issues related to health and safety of consumers; then the
operators must have to make sure that customers are getting adequate services from the hotels in
all areas. If food related issues appears, then tour operators have to promote only those entities
(hotels, resorts and restaurants) who deliver adequate services to the clients. Tour operators
promotes the services of hotel; thus prior doing the same, they have to analyze service quality of
all the concerned entities (Andriotis, 2001). Time to time feedback should be acquired from the
customers so that improvements can be made accordingly. At the initial stage, the tour operators
must have to deliver proper medical services so that to avoid serious health issues. Issues related
to clients and their health aspects can be resolved through dealing only in quality facets. Thus it
is vital for the tour operator to make sure that they are taking legal actions against those entities
who deliver improper services; further compensation can be given to the clients as per the health
issues. The tour operator is also entitled to make sure that the concerned entities are following
health and safety aspects and provisions for overall customer satisfaction. The business has to
assure the clients that such mistake will not appear in future (Abu and et. al., 2012).
3.3 Discuss how procedures to be implemented by a tour operator link with guidelines of trade
associations and government bodies
The European Union has determined laws and regulations which needs to be followed in
hospitality sector. Here, roles and functions of the personnel should be defined so that they can
try to reduce quality related issues from the clients. Duty officers are also required to monitor the
practices of resorts so that improvements can be made accordingly. Further, it is also essential
for the resort to communicate properly with the affected customers and clients and on that basis,
medical assistance can be delivered (Clarke and Chen, 2012). Consumer protection legislation
should be followed so that all the resort management can get the idea regarding quality
dimensions. Specified code of practices needs to be followed so that issues generating from the
clients can be minimized. There should be proper documentation from the resort manager so that
information about the client can be recorded in secured database. All the personnel of resorts
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should get appropriate training in specific area so that so that they can fulfill needs of clients
(Madanoglu and Brezina, 2008).
CONCLUSION
Summing the entire study, it can be said that health and safety issues could arise in
business entity at any time; therefore suitable procedure needs to be followed for reducing such
issues. Hunas Falls is populous for the spectacular views and scenery; thus, it gives vast array of
private nature walks and cultural tours. The tour operators are also involved in providing proper
information to the clients regarding the place and its tourism aspects. On the other side, Hunas
Falls is also focusing on guest related activities where there are more specific services about
tourism.
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REFERENCES
Books and journals
Abu, R. and et. al., 2012. Hospitality and Tourism. CRC Press.
Andriotis, K., 2001. Strategies on resort areas and their lifecycle stages. Tourism Review. 56
(1/2). pp.40 – 43.
Brey, E. T., 2010. Developing a better understanding of resort management: An inquiry into
industry practices. Journal of Hospitality Marketing & Management. 20(1). Pp. 79-102.
Chen, J. P. and Choi, Y., 2008. Generational differences in work values: a study of hospitality
management. International Journal of Contemporary Hospitality Management. 20 (6).
pp.595 – 615.
Clarke, A. and Chen, W., 2012. International Hospitality Management. Routledge.
Costa, G., Glinia, E., Goudas, M. and Antoniou, P., 2004. Recreational services in resort hotels:
Customer satisfaction aspects. Journal of Sport & Tourism. 9(2). Pp. 117-126.
Hallman, K., and et.al., 2012. Suppliers' perception of destination competitiveness in a winter
sport resort. Tourism Review. 67(2). pp. 13-21.
Harrington, J. R. and Ottenbacher, C. M., 2011. Strategic management: An analysis of its
representation and focus in recent hospitality research. International Journal of
Contemporary Hospitality Management. 23 (4). pp.439 – 462.
Jayawardena, C., 2001. Challenges in international hospitality management education.
International Journal of Contemporary Hospitality Management. 13 (6). pp.310 – 315.
Madanoglu, M. and Brezina, S., 2008. Resort spas: how are they massaging hotel
revenues?. International Journal of Contemporary Hospitality Management. 20(1). Pp. 60-
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Murphy, P., 2009. The business of resort management. Routledge.Prideaux, B., 2009. Resort
destinations: Evolution, management and development. Routledge.
Negi, J. and Manoher, G., 2009. Hospitality Management. Laxmi Publications, Ltd.
Tivers, J. and Rakic, T., 2012. Narratives of Travel and Tourism. Ashgate Publishing, Ltd.
Tsai, H., Pan, S. and Lee, J., 2011. Recent research in hospitality financial management.
International Journal of Contemporary Hospitality Management. 23 (7). pp.941 – 971.
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Wagen, D. V. L. and Goonetilleke, A., 2007. Hospitality Management: Strategy and Operations.
2nd ed. Pearson Education Australia.
Williams, A. J. J. and Uysal, M., 2003. Current Issues and Development in Hospitality and
Tourism Satisfaction. Routledge.
Online
Hunas Falls by Amaya. 2012. [Online]. Available through:
<http://www.greenpearls.com/hotels/asia/sri-lanka/hunas-falls-by-amaya>. [Accessed on
26th November 2015].
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 26th November 2015].
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