Hospitality Industry Research and Analysis

The assignment provided is a collection of research papers and studies related to the hospitality industry. It covers topics such as sustainability, customer satisfaction, pricing strategies, and community cohesion. The papers explore the changing role of HR professionals, ecological uncertainty, adaptation, and mitigation in the US ski resort industry. Additionally, it includes case studies on beach tourism in Nigeria and Marriott's entry into the Chinese hospitality industry.

RESORT OPERATION
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Functions of operation management................................................................................3
1.2 Structure of resort management........................................................................................4
TASK 2............................................................................................................................................5
2.1 Importance of effective quality system............................................................................5
2.2 Implementation of an effective quality system within organisation................................6
TASK 3............................................................................................................................................7
3.1 Analysis the incidents affects the health and safety of customers and staff ....................7
3.2 Evaluate the procedures of implementing in the workplaces..........................................8
3.3 Discussing the procedures to implemented comply with the laws and guidelines ..........9
CONCLUSION..............................................................................................................................11
REFERENCES .............................................................................................................................12

INTRODUCTION
In the hospitality and lodging industry, resort management is an integral part that includes
several facilities and services like bar, club, casinos, hotels, etc. In the resort, there are various
functional departments and each one has its own manager who is responsible to carry out various
activities and functions to accomplish objective. In this sector, management requires identifying
the actual demand of customers and meet their requirements accordingly. The current report
provides detailed knowledge and understanding about various functions of resort operations,
various types of tour operations and effective quality system along with the procedure that affect
legal and conflict situation. Significance of quality system within the resort and hotel has also
been discussed with respect to Thomas Cook Group.
TASK 1
1.1 Functions of operation management
As per the research, it has been found that Thomas Cook, a British global travel
organisation serves travelling services to its customers. To operate its business in an effective
and appropriate manner, corporation has to focus on several functions of resort operations.
Following are the major functions of resort operations that are needed to focused by Thomas
cook:
Delivering high quality of product and services to customer- This is the major function of
Thomas Cook as it should focus on actual needs and requirements of customers regarding the
hotel and travelling. As every customer requires high quality of products and services at the
affordable price so, company should focus on this function and deliver effective services to
customers.
Legal regulations and legislations- While Thomas Cook conducts the business operations and
carries out various activities, it is very important to follow various legislation and regulations
that are developed and imposed by government. By following regulations and legislations,
corporation can safely conduct business and achieve objective. Government has developed some
legislations like employment law, customer rights, goods act, etc. that help to keep the
customers, employees and business secured.
Use advanced technology in business process- In order to make customers satisfies and happy,
company should use advanced technology in its business process. With the help of advanced
technology, company can deliver effective and fast services.

Effective relationship with stakeholders- By developing an effective relationship with
stakeholders, organisation can achieve the objectives of business in an effective and efficient
manner. Company should understand the importance of stakeholders and make them satisfied by
fulfilling their requirements. This is an important function of resort management by which
corporation has to maintain a healthy relationship with customers, supplier, government and
employees etc. By maintaining an effective coordination with various stakeholders, organisation
can achieve determined objectives within stipulated time period and improve the performance of
business.
1.2 Structure of resort management
The structures of resorts operation includes, facilities, services, accommodation and
catering services. The structures of resorts operations are managed by the team. The structures of
management of resorts, such as human resources, finance, operations, and services.
Human Resources Management : In the resorts management, human resources is main
part. It includes training, performance management, risk management, employees relation,
customers relation. The purpose of human resources is to planning and controlling of all works.
The operators are giving training of all the employees for communication with customers and
employees. In the human resources, proper planning of utilization of resources in the resorts. For
employees and customers relation, they are conducting the programs in their resorts (Repetti,
Roe and Gregory, 2015 ).
Front Office Management: Front office management is important part of resorts. In the
front office includes check in, check out, housekeeping and cash management. Some hotels and
resorts, back office management is also doing by the managers. The front office operators are
providing feedback facilities which is doing by the customers. So that the resorts managers are
trying to that proper works on the front desk (Burke, R.J., 2016).
Operation Management: In the operation management includes resorts operations,
providing services, and other operations. Health and safety services, foods and beverages
services etc. Operation includes finance related operations, online booking operations,
reservations and accommodation services (Baka, V., 2016). Thomas Cook operators are
providing services and facilities to the customers. In the operation, pricing is the main function
of various departments and pricing of products and services in the resorts.

Restaurants Management: In the resorts, mangers should be established the special area
of restaurants. In the restaurants, they are providing foods and beverages services to the
customers. So that it is easy for customers for foods and beverages. They are providing breakfast,
lunch and dinners to the customers. By the restaurants services they are generating the revenues
and earning profits (Cankurt, S. and Subasi, A., 2015).
TASK 2
2.1 Importance of effective quality system
By delivering high quality of services and facilities to clients, organisation can meet
customer’s requirement and attract them towards the brand. Quality of products and services is
the major concern within this industry by which company can earn maximum profitability and
productivity. There are several aspects of quality system such as health and safety, product and
services, following legislation and obligations, etc. If organisation effectively focuses on the
quality of products and services then it becomes easy to address the objectives and meet
requirement of customers. In the resort management, following is the significance of quality
system:
 By the use of effective system of quality, company produces effective revenue and
overcome additional operational cost from the production.
 By the use of quality system such as six sigma, total quality management and lean
production, quality of products and services can be improved and overcome wastage
from production and operation procedure in an organisation.
 Training and develop is another practice to improve the quality of services within resort
management by which company can improve skills, abilities, knowledge and criteria of
working of employees. This helps in improving the quality of services within business
enterprise.
 Proper checking, monitoring and auditing are the major practices to improve quality by
which organisation can easily produce high quality of services and develop competitive
advantage in market.
 By following and considering some legislation and practices that are developed by
government, organisation can be able to deliver effective and secured services to its
customers.

As per the above discussion, it has been analysed that with the help of several
practices within the resort and hotel, management can improve the quality and effectiveness of
products and services. An effective quality system within hotel and resort, management can be
easily increased the productivity and profitability of business and develop competitive
advantages in the market. Managing quality is critically important in the hospitality sector by
which management can deliver effective satisfaction to guests and meet their requirements. With
the help of high quality system within hotel, it can develop a strong position and brand image in
competitive market. For earning maximum revenue and develop an impressive position in the
hospitality sector, corporation has to adopt effective measures and practices of quality system
and improve quality of products and services.. With help of quality system, company can also
able to attract new customer and retain them within firm for long time.
2.2 Implementation of an effective quality system within organisation
By the use of several quality systems and practices such as total quality management, six
sigma, lean production, legislation and policies, training and development, advanced technology,
etc. Organisation can improve the quality of products and services as well as meet actual
requirements of customers. Manager of Thomas Cook should adopt several systems and
practices of quality and implement same within business for addressing its objectives. For
implementation of quality system, manager should focus on the following stages:
 Define mission, vision and goal- It is the first and significant stage in which management
of Thomas Cook has to focus on the aim, mission, vision and goal of business. For
implementing the system of quality within organisation, it is very important to develop
specific goals, mission and vision of business. Diagnose success factors- Once the aim, vision and mission are established by
organisation, then in next stage, company will have to focus on success indicator through
which it can identify the success of business. By set critical success factor, organisation
can address its determined objective in effective and efficient manner. In the context of
Thomas cook, success factors includes effective customer satisfaction, employees
satisfaction, higher productivity and profitability, market share, process improvement etc
(Radojevic, Stanisic and Stanic, 2015). It is very important for Thomas cook to identify
key success indicator so as it can measure its success and achieve objective in effective
and efficient manner.

 Identify key customer group- Once organisation identify the success factors in the
implementation of quality system, then in next stage it has to focus on the customer for
whom process and program will conduct. Implement practices of quality system- This is very important stage under which
organisational finally use and implement practice and procedure of quality system. In this
stage, it is very important for organisation to select those quality system and practice that
is most useful and important for business unit (Solnet, Kralj and Baum, 2015). For
example, Thomas cook can use Total quality management and six sigma technique for
improve quality of services and facilities regarding travelling, hotel, accommodation etc, Build measure and metrics to track CSF information- In the organisation once
management identify critical success factor then in the next stage there requirement to be
measurements put in place to monitor and track progress. With help of this stage,
organisation can gather information about customer reviews, feedback and opinions
regarding existing performance of business and product and services. Develop improvement plan- This is also a very important stage under which organisation
requires developing a systematic plan for achieve objective. On the basis of collected
information in the survey, organisation can make changes in the existing product and
services. In this stage, quality of product and services can again modify according to
customer reviews and feedbacks.
 Resurvey- Once the improvement plan has developed by organisation then in the next
stage company again conduct survey for identify reviews and feedbacks about the new
product and services (Wu and Liao, 2016).
TASK 3
3.1 Analysis the incidents affects the health and safety of customers and staff
There are many incidents affecting the health and safety of customers and staff of the
resorts. Such as transportation, room stay, foods and beverages.
Foods and beverages: In the resorts, operators are providing foods and beverages to the
customer. But the managers should be know that proper using of foods materials, better quality
and better quantity of the foods products. Not only the foods but also beverages are providing
better quality and quantity. So that there is no issues of health and safety related to the foods and
beverages (Falk, 2016).

Fire Incidents : There are various causes of the fire incidents. In the hotels, this causes
are happening in the workplaces.
Travels and tours : The health and safety issues are happening in the tour and travels.
Because Thomas Cook is the company who has to providing travels and tour services so that in
their airlines, any of health and safety issues can be done. Therefore, the operators of Thomas
Cook are ensuring that their employees are providing better services of health and safety care to
the customers. In the travels and tour services, staff are always alert for health and safety of
customers and themselves (Repetti, Roe and Gregory, 2015). Health and safety care is the
responsibility and duty of staff for better care to the customers.
Hotels Stay : Thomas Cook is the company who has providing the travels and tourism
services, but they are giving the accommodation like hotels stay. So that they are providing
better hotels rooms, where as customers are living in the better environment. The hotel staff are
also ensuring that better services are providing to the customers and also ensuring that there is no
health and safety issues in their rooms. The housekeeping services are also providing to the
customers in their rooms and it is ensuring that their rooms are always be cleaned.
Resorts: The issues of health and safety in resort as well. Because Thomas cooks is also
providing accommodation of the resorts (Solnet, Kralj and Baum, 2015). It is the responsibility
and duty of resorts managers and staffs that they are providing better quality services in their
resorts. In the resort, they should be provided foods and beverages services and other services.
3.2 Evaluate the procedures of implementing in the workplaces
The process of implementing of health and safety issues are adopting by the Thomas
Cook.
Planning and Promote: The issues of health and safety in any workplace either hotels or
travels. So that managers should be taken step of these issues in their business. For the health and
safety care, they are create a plan and promotes in workplaces. Because there are many incidents
in the workplace which is harmful for customers and employees health. Incidents includes fire
services, cleaning machines, stores cleaning and any machines. So that managers are trying and
planning for safety of their customers and employees (Tashman and Rivera, 2016).
Inspect workplace : The manager should regularly check up of any machines and
equipment safe using on the workplace. For the fire incidents, managers should be asking the

electrician for proper checking all the machines and wires. In the resorts, managers should be
checked the foods and beverages, rooms equipment and other machines.
Employees Training : The managers should be given the training of all employees. The
are giving training for employees performance and their safety. For employees performance and
safety and their training, they are using various methods in the workplaces.
Regularly Talk: In the workplaces, manger should be talk with the employees. They are
talking and solving the problems in the workplaces. Any of issues either health issues or any
other issues. Employees should be talked with their managers or supervisor.
Investigate Incidents: The managers are ensuring and investigating all the incidents in
the workplaces. They are proper investing the incidents (Wu and Liao, 2016). First they are
investigating that any incidents are not harm any employees and customers.
Maintain Records: In the records, are including first aid treatments, inspection, incidents
and investigation and training activities for identifying the unsafe conditions.
Making Safety : In the workplace, safety is more important for employees as well as
customers. It is the priority, responsibility and duty to taking safety of all the works.
3.3 Discussing the procedures to implemented comply with the laws and guidelines
For health and safety incidents procedures, there are many laws and guidelines adopting
the workplaces. In the workplaces, trade associations is giving the guidelines and laws for health
and safety issues (Tashman and Rivera, 2016). In the Trade Association, there are different
guidelines related to the health and safety. In the guidelines includes pricing, self regulation and
other.
Health and Safety Act: In the organization, managers are adopting the laws and
guidelines related to the health and safety in the workplaces. By this act, managers are
compensating of employees in any incidents and diseases of employees. In the hotel and travels,
tourism sectors not only the employee but also the customers, company is to paying and
compensating the customers and employees family. Company should includes health and safety
needs in order to meet the needs of the customers in order to meet the satisfaction level of the
organisation goals. Every client in hospitality industry requires to get the luxurious services such
as luxurious environment and proper company safety appliances. Customer always check the
security level of the organisation and then decide to take contribution level.

Fire and Safety Act: In the workplaces, any of employees and customers are injuring by
fire so that the company is bearing the losses, paying the customers and compensating the
employees (Wu and Liao, 2016). So that the company should be managed all the fires services.
In the hotels sectors, fire incidents aCONCLUSION
From this entire report it has been summarised that resort operation is significant part of
the hospitality sector that includes several facilities and services. There are several functions of
the resort management that should follow and consider by organisation so as it can conduct
activities in effective manner and meet requirement of customers. It has been also summarised
that quality system also plays a very crucial role within the organisation by which firm can
improve its performance and productivity in the competitive business environment. Thomas cook
should focus on the system and practices of quality improvement so as it can improve efficiency
and quality of product and services.re rarely, so that the mangers are ensuring that all the
equipments are properly working and also ensuring that regularly checking up all the machines
and equipments. Organisation needs to check the availability of the fire works and maintained
the proper effective learning outcomes. This helps me to take the better advancing and better
effective growth. Overall, it brings new best approachable task oriented process.
Protection Act : The company should be applying the protection act of the employees in
the company. So that the employees are feeling protect and safe in the company. In the hotels,
travels and tourism sectors, they are also applying this act in their company. This act is making
by the trade association (Tashman and Rivera, 2016). In the protections act, there are many
guidelines, not only for employees but also for customers. But in case, the customer is injured by
using any services of travels and tourism so that the company should be paid of customer.
Protection act should also amend by the company to maintained the more protective
healthy and wealthy environment in the organisation. Besides, it also contributed never ending
process. Overall, it brings new challenging and best approachable growth. Protection act should
also take the better objective performance and growth. Overall, it brings new best effective.
CONCLUSION
From this entire report it has been summarised that resort operation is significant part of
the hospitality sector that includes several facilities and services. There are several functions of
the resort management that should follow and consider by organisation so as it can conduct

activities in effective manner and meet requirement of customers. It has been also summarised
that quality system also plays a very crucial role within the organisation by which firm can
improve its performance and productivity in the competitive business environment. Thomas cook
should focus on the system and practices of quality improvement so as it can improve efficiency
and quality of product and services.

REFERENCES
Books and Journals
Baka, V., 2016. The becoming of user-generated reviews: Looking at the past to understand the
future of managing reputation in the travel sector. Tourism Management. 53. pp.148-162.
Burke, R.J., 2016. Building a safe and healthy workplace. In Occupational health and safety (pp.
25-68). Routledge.
Cankurt, S. and Subasi, A., 2015. Comparison of linear regression and neural network models
forecasting tourist arrivals to turkey. 3 Stock Market Movement Direction Prediction
Using Three Algorithms……….… 16.
Falk, M., 2016. A gravity model of foreign direct investment in the hospitality industry. Tourism
Management. 55. pp.225-237.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry: Some
personal reflections on corporate challenges and research agendas. International Journal
of Contemporary Hospitality Management. 28(1). pp.36-67.
Kim, M., Vogt, C. A. and Knutson, B. J., 2015. Relationships among customer satisfaction,
delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism
Research. 39(2). pp.170-197.
Mowforth, M. and Munt, I., 2015. Tourism and sustainability: Development, globalisation and
new tourism in the third world. Routledge.
Okoye, C. N., 2017. Beach Tourism in Nigeria: A Case Study of Elegushi Beach Resort, Lagos
State (Doctoral dissertation).
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management. 51. pp.13-21.
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.
Simons, T., Vermeulen, P. A. and Knoben, J., 2016. There’s No Beer without a Smoke:
Community Cohesion and Neighboring Communities’ Effects on Organizational
Resistance to Antismoking Regulations in the Dutch Hospitality Industry. Academy of
Management Journal. 59(2). pp.545-578.
Solnet, D., Kralj, A. and Baum, T., 2015. 360 Degrees of Pressure The Changing Role of the
HR Professional in the Hospitality Industry. Journal of Hospitality & Tourism Research.
39(2). pp.271-292.
Tashman, P. and Rivera, J., 2016. Ecological uncertainty, adaptation, and mitigation in the US
ski resort industry: Managing resource dependence and institutional pressures. Strategic
Management Journal. 37(7). pp.1507-1525.
Ullah, M.A., 2016. Incorporating environmental elements in property marketing strategy in
Kuala Lumpur (Doctoral dissertation, Universiti Tun Hussein Onn Malaysia).
Wong, T. and Wickham, M., 2015. An examination of Marriott's entry into the Chinese
hospitality industry: A Brand Equity perspective. Tourism Management. 48. pp.439-454.
Wu, P. H. and Liao, J. F., 2016. Service-Oriented Organizational Citizenship Behavior,
Perceived Service Quality and Customer Satisfaction in Hospitality Industry. Journal of
Applied Sciences. 16(1). pp.18.