Effective Resort Management and Sustainability Strategies

This assignment focuses on the importance of implementing a quality system and procedures for running a resort efficiently. It highlights various incidents that may occur at resorts, such as medical emergencies, transportation issues, and natural disasters, which need to be addressed through proper rules, regulations, and policies. The assignment also emphasizes the significance of service management in hotels and resorts, including the impact of positive consumption emotions on customer experiences. It covers sustainable management practices, semantic modeling of service management, and the importance of water management in hotels. Additionally, it discusses pricing strategies for resort fees and consumer preferences.

Resort Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Various functions of resort operations.............................................................................3
1.2 Resort managements structure and various types of tour operators and their guest-related
and activities...........................................................................................................................4
TASK 2............................................................................................................................................6
2.1 Importance of an effective quality system in resort operations and resorts apply and
monitor quality procedures in managing conflicts and the legal issues.................................6
Importance of quality system in resort operations.................................................................6
2.2 Implementing an effective quality system in resort and result achievement....................7
TASK 3............................................................................................................................................8
3.1 Analysing incidents that could affect health and safety of customers and staffs in a resort
environment and transit..........................................................................................................8
3.2 Evaluating procedures to be implemented by a tour operator to deal with situation.......9
3.3 Discussing procedures to be implemented in dealing with incidents comply with relevant
guidelines of trade association and government bodies.......................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Resort Management is considered as part of lodging and hospitality industry. This
consists of managing various activities such as overseeing operations of lodging, food services,
recreational facilities, food and beverage, maintenance (Gill and Williams, 2014). This field
includes career in various ski resort, spas, casinos. In order to be a manager of resort, various
skills and knowledge are required for effective outcome. Hospitality industry is fast growing in
the market and number of organisation has earn maximum profit from it. The given assignment
is based on Thomas Cook founded in 1841 at England, United Kingdom. This provides various
products such as Charter and scheduled passenger airline, cruise line, hotel and resorts, package
holidays and services of travel agencies. This assignment is divided into three task which discuss
about operation of resort management and their functions, importance of quality system and
incident taken place in resort. As per scenario given is questions there is discussion about resort
management practices in Caribbean. This highly depends on tourism sector so in order to
continue it as same should adopted best practices. It has used various environmental practices for
tourism such as water conservation, solid waste management and EMS.
TASK 1
1.1 Various functions of resort operations
Profile of Thomas Cook
Thomas Cook Group Plc is largest British global hospitality industry. This was founded
in 1841 whose headquarter is in England, London, United Kingdom. It has large number of tour
operators and airlines in Germany, Balearics and Scandinavia. The key person of company are
Peter Fankhauser as CEO and Frank Meysman as Non-executive Chairman. It provide travel
agencies services to consumers and deals in various product such as package holidays, hotels,
cruise lines, resorts, charter and scheduled passenger.
Various functions of resort operations
The various functions of resort operations of Thomas Cook are as follows:
Coordination and handling of various tour operators- Tour operators can be customers,
suppliers, clients who are availing facilities of tour (Hofmannand et. al., 2014). It is
responsibility of operators of Thomas Cook to coordinate and handle their customers. They
should ensure that their user are provided with promised services and benefits which has

negotiated with them. When consumer come in resort they should be properly handle and
coordinated at reception.
Improving customer service function- Thomas Cook can improve their customer service
which they are provide to them by taking feedback from coming guest and users for
improvement (Kasim and et. al., 2014). As they provide best but there are many user who prefer
something different which can be made available through their taken feedback and implemented
it in organisation in effective manner. This lead in increasing profit, sales and more number of
foot fall.
Managing of legal and statutory compliance- There are various legal and statutory
compliance made for resort management. This is responsibility of Thomas Cook to follow all
those legal standard for improvement in quality and services in resort. As it is required to follow
legal and statutory compliance for food and safety and then evaluate it in effective manner.
Ensuring health and safety issues- The health and safety act, 1974 need to be followed
by Thomas Cook so that sanitation, food and living conditions can be maintained and improved.
Such issues can be resolved if act is declared and specified to employees working in resort, travel
and tourism company.
Fulfilment of Various Contracts- The resort manager, team should ensure that contract
and agreement terms and conditions should be as per policies of vendors and contractors. The
employees working Thomas Cook resort should be paid as per wage act of UK and follows all
compliance (Kotas, 2014). If there is any amendment in compliance and standard then it should
be followed without failure in process and system.
1.2 Resort managements structure and various types of tour operators and their guest-related and
activities
The resort management structure and various types of tour operator and their guest
related service including specialist are as described below:
Resort Management Structure
The resort management structure which is available for resort are as follows:
Half Board- In this type of structure of resort, Thomas Cook provide all facilities for
dinner, breakfast, accommodation to all tourist coming at resort. Sometime, lunch is offered to
tourist in place of dinner and breakfast.

Full Board- In this type of structure of resort, Thomas Cook provide all three time meals
to visitors that is included in cost of accommodation which is paid by them to resort.
Inclusive Resort- It consists of all service provided to consumers by Thomas Cook resort
in terms of government taxes, transfer from airport, stay, food, meals and all facilities.
Bed and Breakfast- In this type of arrangement, cost of resort include staying, bed and
breakfast together. Apart from bed and breakfast, resort does not provide other facilities.
Self Catering- In this type of structure management, arrangement of resort and apartment
are provided or offered to tourist and catering is arranged by them (Lo, Wu and Tsai, 2015). This
type of arrangement is done by tourist for saving of cost.
Different types of Tour Operators
There are different types of tour operators which are described below:
Outbound Operators- The tour operators who is promoting foreign destinations that can
be for leisure or business tour is called outbound operators (Lockyer, 2013). For example, UK
tourists going to India trip and Thomas Cook manage all their arrangement in UK such as ticket
reservation, booking of hotel.
Inbound Operators- The operators who is receiving clients, guests, tourist and handling
arrangements in host are called inbound operators and also known as incoming tour. For
example, UK tourist is coming to India with help of TCI Ltd and company is making all
arrangements and handle them in India then TCI is known as inbound.
Direct Sell Operators- When tour operators selling their holiday package with help of
tour agent then it is called direct sell operators. As they are selling directly to public because of
offering high value. Cost for consumer is low if they buy it from agent as they don't add any
commission to package (All Types of Guided Tour Operations, 2019).
Domestic Operators- When resident travel their own country then it is called domestic
operators. It includes national park, river, boats and other within their native country. Thomas
Cook can arrange transportation facilities for their own country consumers.
Guest Related and Activities
Thomas Cook provide various guest related and activities to their visitors at resorts which
are described below:
Specialist Programmes- Thomas Cook provide specialist programmes such as diving
especially during summer as many visitors plan their trip with family and prefer swimming pool,

park for enjoyment. In order to fulfils consumer requirement, proper diving facilities should be
provided for more attraction and footfall.
Seasonally Varied Events- During winter vacation, there is maximum number of family
who plan their trip and high footfalls at resort, hotels and others. They prefer to spend time with
family in relaxing mode (Mazaraki and Vedmid, 2013). Here, Thomas Cook can provide sport
facilities during winter for their consumers.
TASK 2
2.1 Importance of an effective quality system in resort operations and resorts apply and monitor
quality procedures in managing conflicts and the legal issues
Importance of quality system in resort operations
Quality is defined as consistent delivering of products and services as per expected
standards (quality, 2019). Quality system is defined as complete list of various activities such as
plans, organisation, policies, resources which is required for implementing quality control system
that check effective and efficient ways for producing given goods (quality system, 2019).
Managing quality is significant in resort operations for running and sustaining it successfully.
The attribute of quality is related with every activity which is carried out in operations of resort
of Thomas Cook. Components or attributes of quality can be serving guest in better manner,
determining guest desire, training and empowering staff, implementing revised system (Mok,
Sparks and Kadampully, 2013). Nowadays, maintaining quality is the most important for each
and every organisation providing hospitality industry services. The quality helps in achievement
of less errors and making system more effective and free from problems and issues. The
operations of resort should focus on productivity and quality aspects. As they are applying total
quality management concept in jobs with use of six sigma techniques where errors is reduced
and brought to zero. The tour operator can ensure quality at resort in different ways such as
timely and proper communication and delivering messages to arrival and departure clients and
guest. In order to avoid issues and problems, proper ensuring of travel itinerary and packages
should be discussed with costing to resort in proper manner.
Monitoring quality procedures in managing conflicts and legal issues

For managing legal issues and conflict, management of Thomas Cook got checklist and
process list which is updated. The different checklists which are maintained for quality and its
monitoring are as follows:
Housekeeping Checklist- This list comprise of toilet cleaning process, restaurant,
common area, room cleaning. Thomas Cook need to manage their each and every activity of
housekeeping that need to be carried out by resort.
Technical Device Checklist- The manager of Thomas Cook should maintain quality of
technical devices such as AC, DC, tool and other equipment.
Security Checklist- In this checklist, keeping track of security of resort. Thomas Cook
need to manage various incidents, accidents and issues related with security and solving it in
better manner (Nunkoo, Gursoy and Ramkissoon, 2013).
Human Resource Checklist- This checklist contains manpower handling, meeting
statutory compliance of employees and staff health and safety. Thomas Cook need to monitor
such activities for better outcome in organisation and achieve their goal and objective.
2.2 Implementing an effective quality system in resort and result achievement
There are different types of quality management process for resort operations and its
activities. The mainly used quality by resort for improving their services are six sigma and Total
Quality Management (TQM). Thomas Cook should provide those services, packages of products
and offers which are liked and preferred by customers. With help of different audits, checklists
for checking quality in processes, products and compliance has modify and improve services of
resorts. The benefits of process and quality systems to Thomas Cook in resort are as follows:
It helps in improving quality of service and different type of products which exist in
resort. When system runs through proper phase and sequence then all kinds of problems could be
prevented and avoided easily. The internal as well as external customers coming in resort feel
happy as all process and standards approach are being followed (Oh, Jeong and Baloglu, 2013).
The manager of Thomas Cook need to conduct training and development session in resort for
their new and old employees for making them aware about process that exist in system on
frequently basis. Checking and auditing helps business in improving process and systems at
operations of resort. The audit took place in checklist and proper format should not be shared
outside resort. Through implementation of such process, Thomas Cook resort can double their
sales and revenue. Satisfaction level of consumers can be increased with effective quality

system. Thomas Cook resort also follow practices like health and safety, legal responsibilities,
audits and checks, contractual obligations, dealing with irregularities, effective service. As
Thomas Cook has effective reporting system for irregularities in order to control and develop for
taking appropriate actions.
The positive impact on tour operator of Thomas Cook of quality system is that: has
become admired and largest tour operators, due to strong relationship many loyal consumers
remain in touch with company for opting holiday packages which leads to increase in profits and
sales (Penning-Rowsell, Sultana and Thompson, 2013). It has impacted to develop standards and
quality for providing best services to consumers and clients. There are also positive impact to
resort which has seen through implementation of effective procedure and system. Through this,
resort can have close coordination with operators in order to implement healthy and safety
guidelines. The proper investigation need to be done for incidents and improvisation taken place
in resort so that such things cannot be happen in future. With help of check and audits, manager
of resort should ensure health and safety legislation.
TASK 3
3.1 Analysing incidents that could affect health and safety of customers and staffs in a resort
environment and transit
The incidents which could affect health and safety of customers and staffs in a resort
environment and transit are as follows:
Transport Incident- These incidents happens in resort because of hijacks, crashes,
travelling in vehicles, safety issues at aviation which are not suitable and safety issues that can
arise in resort transportation system. For aviation industry such issues arise because of lack of
experience in pilot, personnel shortage, ground and flight crew (Repetti, Roe and Gregory,
2015). If such issues frequently occurs at resort then visitors and guests does not prefer to visit.
All the transportation system should be checked before providing service to users at resort. For
example, people are scare because of murder in Florida in 1993 that leads plans of their visiting
to be cancelled.
Political Incident- The political issues in terms of happening and terror took place in
business would be affected. As it impact operations and environment of resort in bad manner.
Such types of incident creates problem for tourist who has come from different parts of world to

visit. Political incident took place suddenly like strike, terror, change in policies and others.
Thomas Cook should try their best for managing political incident. The example of political and
terrorism related issues which took place in 1990 at Iraq that invaded Kuwait where 9/11 terrorist
attack on US and after continuous attacks in different parts of world.
Medial Incident- These incident took place on medical grounds such as typhoid, cholera,
food poisoning, malaria break. Such issues arise because of using dirty or polluted water for
cooking food. When visitor take swimming in pool which is contaminated then diseases can be
caused. The manager of resort of Thomas Cook should try their best to use clean, fresh, and pure
water for all kinds of activities. SARS is example of medical incident that cost $10 billion for
tourism and travel industry (Gill and Williams, 2014).
Natural Incident- It is defined as incident which took place in business due to natural
disasters or happening of nature. This can includes flood, drought, fire. Thomas Cook is large
organisation which need to manage such issues in business by keeping update about nature and
their forecasting. This can affect tourist experience and resort environment very badly.
Accommodation Issues- This incident means problems in staying at resort. As resort is
charging amount of money from their visitors, guest so they should focus on providing good
furnished accommodation along with all facilities (Hofmannand et. al., 2014). Such incident can
affect resort and its environment. The example is risk of crime in Jamaica due to which visitors
does not prefer for staying in resort and places.
3.2 Evaluating procedures to be implemented by a tour operator to deal with situation
The incident and issues can be taken place in each and every organisation. Such need to
be resolved by manager of organisation. From above it can be said that there are number of
incidents which has faced by resort of Thomas Cook such as transportation, medical, political,
accommodation and natural. In order to overcome or deal with such situation, procedure is
required to be implemented by tour operator which is described below:
The tour operators can display emergency contact details of superior manager and
government official at resort for solving problems of visitors and guest. They need to take license
and certifications of Foreign and Fire office for better solving of incident and providing
appropriate solutions. It is very important for tour and travel operators to keep in mind about
ABTA rules, code of conduct and regulations while deciding holiday packages to visitors or
guest. For overcoming natural incident, there should be drill and fire evacuation organised for all

staffs so that they get aware of actions taken in fire. Guidelines provided by FTO should be
mentioned on display board for handling and crisis management. Also the guidelines to be
performed by duty officer should be displayed at resort premises. Thomas Cook tour operator
need to keep control checklist and first aid with their representatives for handling medical and
other issues at resort. Tour operators should provide checklist and precaution that can help
visitors with contact details of all their people and authorities so that they can referred in case of
emergency or incident took place during tour. In order to deal with such situations and incident,
planning in advance should be done so that issues does not arise in resort. There should be
cooperation with all local authorities for developing resolution in order to avoid crisis situations
faced by resorts. Team can be developed by partners like joint operational incident and
emergency, incident management team, site response, HR team and others (Kotas, 2014). If any
issues arise in resort then they can cut holidays, number of tours and promoting global brands for
offering services to customers. Thus, in this way tour operator can deal with the situation arise in
resort and provide solutions to them.
3.3 Discussing procedures to be implemented in dealing with incidents comply with relevant
guidelines of trade association and government bodies
The procedure which are implemented in dealing with incidents comply with relevant
guidelines of trade association and government bodies are as follows:
Fire evacuation and regular fire drill need to be organised at both internal and external
level for proper management of resort. It means activities should be planned for internal audit
and checking for fire. Auditors need to visit and check process which resort has defined properly.
The resort need to renew their incident licenses in order to associate with respective association
for immediate arrival in case of incident. The health and safety guidelines for employees should
be displayed and kept at notice board so that they could find all issues in proper manner as per
set guidelines (Lo, Wu and Tsai, 2015). In order to keep practices and processes in track of,
external and internal audit should be done in effective manner.
There should proper training and development programmes for their employees and staff
which should be organised in proper regulations, rules and standard and carried in organisation.
There are many associations who provide effective training sessions which leads to proper
learning, participation, professionalism and encouragement. There should proper quality system

and maintenance in resort as it helps in attracting large number of customers which help resort to
improve services, customer loyalty and productivity.
Resort operation are very important function of Thomas Cook for attracting large number
of customers in organisation. It is significant that regulations, rules, process should be abided by
UK employment and labour laws so that all working staff and consumers are satisfied. The
health, safety and working conditions should be taken in full swing in order to maintain
employees healthy and fit in organisation. As incidents can be natural or man made which need
to be resolved by taking suitable actions within business (Kasim and et. al., 2014). Both internal
and external members try their best for solving issues and problems. This leads development and
growth in terms of profitability and revenue of resort.
CONCLUSION
From above report, it can be concluded that resort management is part of hospitality
industry which is growing its business at highest pace. There are different functions of resort
operations such as coordination, managing legal compliance and other which aid in achievement
of goals and objectives. According to structure of resort and cost, facilities to guests and visitors
are provided. There should be quality system and procedure for running resort and providing all
available service and facilities. Various incident took place in resort such as medial, transport,
natural which need to be solved by following proper rules, regulation, policies and more.

REFERENCES
Books and Journals
Gill, A. M. and Williams, P. W., 2014. Mindful deviation in creating a governance path towards
sustainability in resort destinations. Tourism Geographies. 16(4). pp.546-562.
Hofmann, H. and et. al., 2014. Sustainability‐related supply chain risks: Conceptualization and
management. Business Strategy and the Environment. 23(3). pp.160-172.
Kasim, A. and et. al., 2014. The importance of water management in hotels: a framework for
sustainability through innovation. Journal of Sustainable Tourism. 22(7), pp.1090-1107.
Kotas, R., 2014. Management accounting for hotels and restaurants. Routledge.
Lo, A., Wu, C. and Tsai, H., 2015. The impact of service quality on positive consumption
emotions in resort and hotel spa experiences. Journal of Hospitality Marketing &
Management. 24(2). pp.155-179.
Lockyer, T., 2013. The international hotel industry: Sustainable management. Routledge.
Mazaraki, A. and Vedmid, N., 2013. Semantic modeling of service management of sanatorium
resort and health enterprises. Ekonomicnij Casopis-XXI (Economic Annals-XXI), 7. 8(1),
pp.80-82.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Nunkoo, R., Gursoy, D. and Ramkissoon, H., 2013. Developments in hospitality marketing and
management: Social network analysis and research themes. Journal of Hospitality
Marketing & Management. 22(3). pp.269-288.
Oh, H., Jeong, M. and Baloglu, S., 2013. Tourists' adoption of self-service technologies at resort
hotels. Journal of Business Research. 66(6). pp.692-699.
Penning-Rowsell, E. C., Sultana, P. and Thompson, P. M., 2013. The ‘last resort’? Population
movement in response to climate-related hazards in Bangladesh. Environmental science
& policy. 27. pp.S44-S59.
Repetti, T., Roe, S. and Gregory, A., 2015. Pricing strategies for resort fees: consumer
preferences favor simplicity. International Journal of Contemporary Hospitality
Management. 27(5). pp.790-809.
Online
All Types of Guided Tour Operations. 2019. [Online]. Available through:
<https://www.cruisejobfinder.com/fm/tourguides/tour-operations.php>.
Quality system. 2019. [Online]. Available through:
<http://www.businessdictionary.com/definition/quality-system.html>.
Quality. 2019. [Online]. Available through:
<http://www.businessdictionary.com/definition/quality.html>.