Resort Operation Management Doc

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.