Resort Management Operations and Crisis Management

The assignment covers various aspects of resort management operations, including operational functions, management activities, and the impact of quality systems on procedures. It also discusses the importance of training and establishing duty officers to handle crises effectively. The document provides a comprehensive understanding of resort management practices and crisis control, essential for systematic operations in the travel and tourism sector.

RESORT
MANAGEMENT
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Using couple of resorts and investigate the various function of resort operations. .............1
2.2 Analyse the resort management structure offices of various types of tour operators...........3
TASK 2 ...........................................................................................................................................3
2.1 Discussion on how effective quality systems and procedures affects the legal and conflict
situations.....................................................................................................................................3
2.2 Define the impact of quality system and procedure implemented by the tour operator in its
operations....................................................................................................................................4
TASK 3 ...........................................................................................................................................5
3.1 Description on incidents that affects the operation of resort. ...............................................5
3.2 Evaluation on procedure to be implemented by the tour operator to deal with different
incidents......................................................................................................................................6
3.3 Discussion on procedures to be implemented by the tour operators. ...................................6
CONCLUSION ...............................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
The field of resort management is part of hospitality and lodging industry. There are
various kind of the managers within the hotel and resort and this all must be inclusive of the
oversee, food and beverage. It is one of the emerging industry due to positive trends in the travel
and tourism. The resort management is the part of the hospitality and it ensures high quality of
the customer service, guest and owner satisfaction proper (Incidents management – 5 Essential
Steps to Manage Them Well in Your Organization, 2018). This kind of the information is need to
be possessed by tour operation manager that helps to the tourist in order to select among the wide
services so that all activities can be performed in better and effective manner.
The present report is based on the business activities of the Thomas cook, UK and in this
resort of Caribbean sea has been selected as Hilton Aruba Caribbean resort and casino and spice
island resort. In this assignment, he various things are needed to be covered as various function
of resort operations, resort management structures and organise the various types of tour
operators and significance of effective quality system in resort operations.
TASK 1
1.1 Using couple of resorts and investigate the various function of resort operations.
RESORT 1 ( c) RESORT 2 (Spice island resort)
Operations- The operational management of
the Hilton is responsible in terms to effective
operational activities. Thus, the heads of
department works as to exceed the profitability
and guest satisfaction charges.
Front office- The objective of the hospitality is
to produce the long term profit so that they an
work as to achieve the long term goals. In this
the front office managers working with the
team managers and also performs as to deliver
guest exceptional experience in the manner as
check in and check out.
Operations- The spice Iceland resort us one of
six star resort, they are having expert
operational team. Thus, they works as to
maintain the all functions of the department
and provides satisfactory services to the
customers.
Front office- The front office is the area at
which the visitors arrives and first encounters
the staff. The spice Iceland resort has great
front office staff and they provides greater
facilities to the customers.
House keeping- The house keeping services of
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House keeping- The house keeping services of
hotel Hilton is quite attractive services. Thus,
the staff of the Hilton is quite attractive. So,
they are able to provide the satisfactory
services to the managers. They provides
customer the greater facilities and that attracts
the person in longer manner.
Marketing- In this, the Hilton hotel managers
uses the online marketing activities in terms to
attract the long number of the customers. They
are approaching buyers and this all facilities
attracts the maximum number of buyers.
Food and beverage – The manager of the food
and beverage of the Hilton Woking as to
provides the better quality of products to the
customers. The better advantage of this
enterprise is that they provide facility of the
food at the any time to their guest.
Maintenances- The maintenance of hotel
resort is must be taken in the better manner.
Thus, the Hotel provides the facilities as to
maintain the hygiene of the resort so that all
operation can be conducted effectively. IN
addition to this, inspection and maintenance of
pool areas must be protected.
Customer service- The Hilton provides better
and efficient customer assistance. They care
for their customer explain in the reasonable
manner and they provides them the better and
effectively services to the customers.
Admin and finance- The admin and finance
the hotel spice Iceland is very attractive and
they maintain proper hygiene and provides
customers the greater facility.
Marketing- The hotel Spice Iceland uses the
marketings approach as they adopts the online
media approaches as they use to get the interact
with the customers so that they can make
effective modification in the services.
Food and beverage – They mainly uses and to
provides the sea food to the customer as they
attracts the foreign customer mainly. Thus,
food and beverages are the facility and that
attracts the customers. The quality attracts the
customer in the huge context.
Maintenances- They maintain the all the
services and hygiene so that it can attract the
customer in the huge context.
Customer service- They provides customers
the better assistance and also provides better
environment. The complaints of the customer
also uses to listen in the timely manner.
Admin and finance- The admin and finance
staff of the spice Iceland resort is also
attractive as they provides the better hospitality
services to the customers. This kind of the
services leads to gin the customer satisfaction.
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department of hotel Hilton is also supportive as
they provides fair prices of the accommodation
facilities the full facilities uses to provides so
that customer can get attracted towards the
firm services.
2.2 Analyse the resort management structure offices of various types of tour operators.
Resort is defined as the provision that impact over the accommodation and other services
at the same place. In this term, it can be said that there are differ structure that are available for
the resort such as inclusive resort, full board, half board, bed & Breakfast and self caring etc.
The resort management structure provides the attractive services to the customers in order to
maintain the competitive advantage to the firm (Wallace, Haritos and Robbins, 2018).
Thus, in this the formal agreement is must be signed on the basis of the negotiated cost
and as per the price of the services that resort will provide to the customer and tour operators.
This kind of the agreement will be kept as the record for the internal and external audits. In
addition to this, the structure in terms of the accommodation comprises of the following structure
as are-
Full board- this will not be inclusive in the services like airport transfers but they will be
comprises of the all activities that are present within the resort. Thus, this is divided into the rage
as all kind of Morden amenities and facilities.
All inclusive resort- This is the resort that is inclusive of the all kind of resources and it also
caters in terms of the various air transport, meals, taxes and modern amenities.
Self catering restaurants- These are the kind of small real time restaurant that provides
facilities as to buffet and menu option to the customers those who are staying in the restaurants.
The structure will comprises of the various kind of the service association that tames among the
various number of the people within or outside the resort.
Summer and winter program events- In this, it can be said that the summer and winter
program event are basically for the people who wants to spend some leisure time with family
members. At this time, resort are to be occupied as the number of the visitors comes to enjoy
their free time with family member, friends etc.
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TASK 2
2.1 Discussion on how effective quality systems and procedures affects the legal and conflict
situations.
The quality factor plays the significant role in terms to managing and maintaining the
operations of the resort. In this, there is attribute that is linked to each activities that is carried out
for resort operation. Quality is the term that is helpful in terms to attend the long term objectives.
Thus, the greater services influence the attraction of the customer so that better and effective
image can be sustained of the resort for the longer period. The huge responsibility for the any
hotel is to have the right team so that there can be high possibility to maintain business functions
in smooth manner. In this way, the importance of quality system in the organisation can be
maintains with help of its various procedures as are-
Security check list- This is very assistive in terms to have the track of the security. It can be
related with the number of terms as accidents, events, incidents and many types of the securities
related issues that are persisting within enterprise (Southern and Moutinho, 2018).
Technical devise checklist- This is inclusive of checklist and quality maintenance of technical
devices like Ac, DC and other tool that helps to bring systematic operations. The all technical
equipments must be checked in the timely manner so that better operations within firm can be
maintained (Brooks and et.al., 2018).
Human resource checklist- This is also crucial term and it is also need to be maintained in
order to conduct the operations in the smooth manner. In this, the checklist will be comprises of
the elements like meeting of the statutory compliance of employees, manpower handling and
other things as health and safety check list of the employees.
Supplier and vendor checklist- At the time when new supplier and vendor is need to be hired at
that time it is essential to check the all the statutory requirement of them so that in term to get
full fill with the all kind of the assurance. This kind of the services are helpful in terms to bring
the greater results.
2.2 Define the impact of quality system and procedure implemented by the tour operator in its
operations.
The firm has the use of quality management process of six sigma and total quality
management perspectives helped the enterprise in terms to maintain its operational functions
smoothly. This both tools plays the major role in terms to improving the services. In this way, the
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various attractive packages of the services are been offered to the customer as its likely by them
at the maximum level. With the advent of the technological advancement the various kind of the
services are been improved and greater maximisation can be attend.
 Total quality management- The term total quality management is the perspectives that
is useful in order to put the major consideration over quality perspective so that is
possibilities to have the desire success. It is majorly relates with the significant of the
team work because its helps to conduct the team goals (Pierce and Wolchyn and Gps
Systems International Pty Ltd, 2018). With help of elimination of the errors in the
business activities the all things can be conducted in better manner.
 Six sigma- The term six sigma is the disciplined and data driven approach this is helpful
in terms to eliminating the errors so that business activities can be conducted in better
manner. It is based on quality management perspective that helps to run the business
functions in the effective mode. With help of implementing the six sigma approach there
is need to crate the better understanding and managing the requirement of the customers.
This kind of the services palsy the huge role in term bring smooth working in the
enterprise.
Hence, it can be said that the Thomas cook has adopted the both of the tools as Total quality
management and six sigma and this both are essentials in order to bring the desired results in the
enterprise. With help of it, they are able to become the success tour operator in the entire world.
In this, Thomas cook enterprise of the UK must implement the effective quality system and
procedures art the historical tours and this all impacted the operation of the resort in the huge
context. In this term, it can be said that the resort are having the close coordination with tour
operator at the time of the handling health and safety guidelines. Thus, resort manager have been
appointed in terms to handle the health legislation and it is must be handles by the director of the
resorts the main aim is must be in order to organise the each function in the better mode so that
all activities can be done effectively ( Nørgaard, 2017.). Thus, historical tool is one of major tour
operation organisation that must have the high level of the importance in order to have effective
implementation of the effective quality system so that things can be done in better mode.
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TASK 3
3.1 Description on incidents that affects the operation of resort.
There are numerous incidents that affects the working of the enterprise in the huge
context and this can be defined in the below presented manner as are-
 Natural incidents- This are the incidents that are cause by the some natural occurrence
or due to the forces of nature. Thus, it impacts over the working of the enterprise in the
huge context. For example- flood, tidal and waves etc.
 Transport incidents- under this, there are number of the incidents and that can be caused
due to crashes, hijacks and travelling in vehicles and all other safety procedures must be
maintained so that all things can be conducted within the better manner (Mathurin and
et.al., 2018 ).
 Medical incidents- There are number of the incidents that takes place the on the various
ground as break of the food poisoning, diarrhoea, typhoid and other medical issues. In
this the resort manager must provides the medical facilities so that better operations can
be conducted.
 Political incidents- The number of the political incident can also impact over the
working of the enterprise in the huge context (MCLEOD and SCOTT, 2018). Thus,
errors and terrorist attacks at the some places can also impacts the working of the resort
operations.
Thus, it can be said that resort need to maintained the various extra initiatives so that they can
able to provide the better services to the customers. The all incidents must provide some better
awareness and resort managers should takes the initiatives in terms to overcome from it.
3.2 Evaluation on procedure to be implemented by the tour operator to deal with different
incidents.
In this term, for the Thomas cook enterprise being the tour operator it is the prime
responsibility of the firm to deal with the crisis situation with help of taking better planning. This
enterprise should also ensure that companies as transportation are taking initiatives in order to
deal with the crisis situation by arranging the safeguarding requirements (Davis and et.al., 2018
). In this term, corporation is need to be maintained by the local authorities so that there can be
responsibility in terms to manager the all function in the enterprise in the better and effective
manner. The local authorities must take the steps in order to implement the laws and legislation
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so that each things can be dine in the better and efficient manner. Thus, the number of the team
are to be developed by the partners such as incident management team, emergency HR team and
joint operational incident so that all activities can be taken out in the better manner ( Davis and
et.al., 2018). This all are the team who are responsible in terms to manage the business function
in the effective manner. In this care, the incident taking place and this would be cut back in the
holidays, number of the tours and promotes other kind of the global brands that there cam be
possibilities in order to offer better services to the customers. In this term, tour operator need to
take the various better initiatives and with help of it they can do the things in the better manner.
3.3 Discussion on procedures to be implemented by the tour operators.
In this, procedures must be implemented by the tour operators to comply with various
guidelines of the trade and legal associations. The commonwealth and foreign officer are playing
greater role and they musty provide telephones number and that must be provided in the extreme
cases, foreign office so that they can travel in the safe manner (Brooks and et.al., 2018 ). The
staff maintained by the foreign officer must be highly trained in order to provide the solution to
the people. IN this, there are number of the additional people like technical officer,
representative from the British red cross.
Thus, the Association of British travel Agent works as to develop the guidelines and this is must
be affected various member of the association. Thus, training must be imparted by the ABTA on
the crisis management so that they can ale to crisis situation in the effective manner. In this term,
duty officer are needs to be established in terms to provide better assistance to for the resort team
as well as customer and this all kind of the activities develops the proper link between UK and
resort team (Mathurin and et.al., 2018). In addition to this, procedures are needed to be
implemented in terms top handle;e the crisis. This kind of the activities will help to bring better
services so that all things can be implemented in the better manner. By framing the effective
procedures the all things can be done in the better mode.
CONCLUSION
Based on the above report it can be concluded that resort management operation is one of
the crucial part in travel and tourism sector. This plays one of the effective role in terms to bring
systematic operations. Thus, present report is based on travel and tourism sector of UK and this
firm uses to takes the various efforts in order to bring better working.
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The present assignment has covered the various activities as Resort operational functions,
resort management activities, impact of quality system on procedures of resort functions and
various incidents that can impact the growth of travel and tourism. This kind of the activities will
be helpful in terms to bring systematic operations.
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REFERENCES
Books and Journals
Brooks, S.T and et.al., 2018. An analysis of environmental incidents for a national Antarctic
program. Journal of environmental management. 212. pp.340-348.
Davis, B and et.al., 2018. Food and beverage management. Routledge.
Mathurin, S and et.al., 2018. Clinical Nutrition Staffing and Oversight of Formula Lab
Operations Ensures Full Compliance with National Guidelines and Standards While
Decreasing Formula Lab Related Errors. Journal of the Academy of Nutrition and
Dietetics. 118(10). p.A121.
MCLEOD, M. and SCOTT, N., 2018. Destination management: a network perspective. Tourism
Management in Warm-water Island Destinations, p.147.
Nørgaard, P.D.K., 2017. Hybrid Networks & Risk Management in a System Perspective.
In NATO STO Specialists Meeting.
Pierce, M. and Wolchyn, D., Gps Systems International Pty Ltd, 2018. Management of operation
and use of recreational vehicle. U.S. Patent Application 15/567,143.
Southern, G. and Moutinho, L., 2018. Process-based management in tourism. Strategic
Management in Tourism, CABI Tourism Texts, p.231.
Wallace, R.J., Haritos, T. and Robbins, J., 2018. Building Evidence the Federal Aviation
Administration's UAS Safety Strategy Needs Improvement. International Journal of
Aviation, Aeronautics, and Aerospace. 5(1). p.10.
ONLINE
Incidents management – 5 Essential Steps to Manage Them Well in Your Organization. 2018.
[online] Available through:<https://www.conformit.com/incidents-management-5-
essential-steps/>.
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