Resort Operations Management Report: Quality Systems and Incidents

This report provides a comprehensive overview of resort operations management, focusing on the functions of resort operations, the structure of tour operators, and the importance of effective quality systems. It analyzes the different functions within a resort, such as front office, housekeeping, marketing, food and beverage, maintenance, customer service, and administration and finance. The report also examines the roles of various tour operators in the tourism sector, including wholesale tour operators and those providing health and safety services. Furthermore, it highlights the significance of quality systems in enhancing brand image, reducing wastage, lowering costs, facilitating training, and increasing efficiency. The report discusses how quality systems can be applied to manage conflicts and legal issues, including consumer protection and health and safety acts. Finally, it explores the implementation of effective quality systems and their impact on resort operations, emphasizing the achievement of organizational goals and objectives.

Resort Operation
Management

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Different Functions of Resort Operations Management.......................................................1
1.2 structure of the resort offices of different types of tour operator..........................................1
TASK 2............................................................................................................................................1
2.1. Importance of Effective Quality System..............................................................................1
2.2. Implementation of Effective Quality System by an Organisation and its Impact on Resort
Operations...................................................................................................................................3
TASK 3............................................................................................................................................4
3.1. Analysis the Incidents that Effect Health and Safety of Customers and Staff ....................4
3.2 Procedure to deal with different incidents............................................................................5
3.3 Procedures for link with guidelines of trade associations and government bodies...............6
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
In present world, rivalry is high among all the industries of the organisations. Resort
management is the component of the lodging industry and hospitality. Various kinds of managers
under this resort who supervise the beverage and food and maintains the various activities of the
department (Wang and et. al., 2016). Resort managers should familiar with all prospects of this
industry and have a most important amount of experience related to hospitality industry. In this
report chosen organisation is ROE park resort which deals in hospitality industry and situated in
UK. In this report include functions of resort operations and different types of tour operators. In
this also include that how quality systems and procedures affect the legal and conflict situations.
At last include incidents that affect the operations of a resort and procedures of dealing with
different incidents and how procedure is implemented by tour operators.
TASK 1
1.1 Different Functions of Resort Operations Management
Resort Operations Management
It is a part of lodging and hospitality industry which includes maintenance, food and
beverage and performance department. There are various types of managers in a resort who
manage different activities in division of food, maintenance and other activities (Anvari-
Moghaddam, Monsef and Rahimi-Kian, 2015). It is a field of management which involves
careers in hotels, casinos, spas and resort. Resort operation management perform different
activities which include coordination and handling of different tour operators, functions of
customers services related to health and safety issues.
Functions of Resort Operation
Resort operations have different functions which are as follows:-
Functions Roe Park Resort St Michaels Resort
Operations In this function, Roe Park
Resort have to operate
different activities related to
production department,
finance, marketing and it also
St Michaels Resort is located
in UK. It operates various
activities which helps in
smoothly run of resort
operations. It make

helps to make coordination
with all department.
coordination between
functional units and helps in
reducing conflicts.
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Front Office Main function of front office is
to attend customers or visitors
who entered in resort. There is
receptionists sit in front office
who deals with every person.
Front office of St Michaels
Resort welcome the visitors
and reserve their place in
resort as per their requirements
(Webb, 2017).
Housekeeping In context of resort operation,
main function of housekeeping
is to cleaning the area of resort
and maintain all things
properly.
In this function of St Michaels
Resort, housekeeping is
important for cleaning the area
of lobby and rooms of visitors.
Marketing It is an important function for
Roe Park Resort, because it
make different promotional
strategies to attract customers
and beat competitors
(Evangelopoulos, Georgilakis
and Hatziargyriou, 2016).
Marketing department of St
Michaels Resort, have to make
different strategy to identify
the need of customers and
improve overall quality of the
structure and quality of
services as per requirement of
customers.
Food and beverage This area is related with food
and beverage service which
are the most important part of
resort. Employees are make
food items as per the
requirement of customers or
already decided in menu.
It is a main function in St
Michaels Resort where eating
area is maintain and serve
different types of food items to
visitors.
Maintenance In this function, employees of
Roe Park Resort maintain the
whole area of resort. They
maintain lighting, cleaning,
cooling and heating area of
In this function, area of St
Michaels Resort is maintain
properly by employees who
are engaged with this function.
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resort.
Customer Service Customer services providers
are those persons who provide
service to visitors. They focus
on comfort level of visitors
and their experience in Roe
Park Resort
Main function of customers
service is to take care of
customers who visit their
resort. They are always ready
for help to their visitors.
Admin and Finance This department play an
important role to keep and
maintain all the data and
records related to finance. It
make budget for the resort and
analyse the financial condition
of Roe Park Resort.
It analyse the financial
activities of St Michaels
Resort. Which is necessary to
identify profit and loss
situation with compare to
previous year or with
competitors.
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1.2 structure of the resort offices of different types of tour operator
In travel and tourism sector, there are several kinds of operators who rendering the
various services to the tourists and consumers which are as under:
Operators in tourism sectors:
A tour operator combines travel and tour elements to make a package holiday. ROE park
resort produce and advertise booklet to promote their services, holidays, products and itineraries.
They merge packages of holidays for giving extra advantages to the consumers. ROE park resort
provide many packages of holidays according to preference and taste, needs and demands of the
consumers (Wilsdon, 2016). They use various techniques to circulating the holiday packaging
information among loyal and regular consumers.
Wholesale tour operator: Wholesaler is a broker under the tour and travel industry who
sells holidays related products and services such as transportation, accommodation, tours and its
related activities. Wholesaler play a significant roles in the travel and its related activities. They
perform as a mediator between the suppliers and consumers in the marketplace. ROE park resort
has their own retail and resort that is easy for them to giving effective services to the consumers
and tourist according to their needs.
Forklift operator: In famous travel and tourist sector they giving many special advantage
for their consumers according to the security basis. ROE park resort adopt these types of tour
operators which is helpful in rendering health products, licence, insurance and medical aids to
their consumers. They help in decline the risk elements and give certainty of secure and safe trip
to their consumers and travellers.
TASK 2
2.1. Importance of Effective Quality System
Quality System
Quality system refers to a mechanism of improving and managing the process of
organisation. It focuses on achieving huge consumer satisfaction and minimise the overall cost of
an organisation. This system is applied to achieve quality which are related to goals and
objectives of an organisation (Helleno and et. al., 2015). It is a collection of plans, policies,
resources, incentives and responsibility in an organisation which are required in implementing to
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improve overall quality of management. In context of Roe Park Resort, quality system is used to
improvement in quality of services which satisfy the need of customers.
Importance of Quality System in Resort Operations
Quality system is essential for Roe Park Resort because is helps to improve quality and
performance of resort. Importance of Quality system are as follows:-
Reduce Wastage- Quality system is important for resort operation because it helps to
minimise wastage by optimum utilisation of available resources. It improve the overall quality
and productivity of Roe Park Resort.
Enhance Brand Image- When quality of an organisation is good then it ultimately
enhance their brand image which helps to attract more customers. Now a days customers are
focuses on quality of products and services. If Roe Park Resort improve their quality of services
then it helps to attract more customers (Li, Li and Feng, 2014).
Lower Costs- Quality system play an important role to minimise the cost by reducing
wastage and improving quality of services offered by Roe Park Resort to their visitors. When a
firm minimise their wastage by using optimum resources then it ultimately helps to reducing
cost.
Facilitate Training- Quality system is important for Roe Park Resort because in this
system training is providing to staff members regarding to taking care of visitors, strong
communication, polite behaviour etc. are necessary to improve quality of a resort.
Increase Efficiency- Main aim of quality system is to improve efficiency and quality of
their services which satisfy the need of customers (McNabb, 2015). It deals with problem
solving issues and proper growth and development of employees through which they are perform
with effective and efficient manner in Roe Park Resort.
Applications and Monitoring of Quality for Managing Conflicts and Legal Issues
There are different situations arises in resort through which conflicts and legal issues can
arises. These are monitor by top management and they improve the quality for working
environment by reducing conflicts and legal issues.
Reasons of Conflicts:
There may be different causes arise in Roe Park Resort which create conflicts. These are:
poor communication, lack of proper performance, staff anxiety, stress, high employee turnover,
increment in violence etc.
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There are different applications and monitoring of Roe Park Resort to manage the
conflicts which are as follows:-
Maintain Positive Attitude- Employees of Roe Park Resort have to maintain positive
attitude in every situation. Sometime, situations are arises where customers said something false
and offensive to staff member but in this case behaviour of employees should be calm and please
to customers (Zuo and Zhao, 2014).
Support, and Trained Staff- For managing and monitoring the conflicts, management of
Roe Park Resort should provide training to their staff and guidelines to resolve their conflicts as
soon as possible in effective manner.
Legal Issues:
There are legal issues arises in Roe Park Resort which are related to health and safety of
visitors and staff, protection of consumers etc. Manager of resort have responsibility to manage
and monitor the legal issues arises in their resort. These issues can be resolve by applying the
following laws in Roe Park Resort. These are as under:-
Consumer Protection Act- This act was formulated in 1986 which protect the rights of
customers. Customers have right to get protection from any hazards arises in Roe Park Resort.
Managers should apply this act to overcome legal issues.
Health and Safety Act- It was implemented in 1974 in order to provide safety to visitors
and determination of their health (Parisio, Rikos and Glielmo, 2016). First priority of every
person is to get safety and security so in that case this act is being useful to to legal issues related
to health and safety of consumers and staff members.
2.2. Implementation of Effective Quality System by an Organisation and its Impact on Resort
Operations
An effective quality system helps an organisation to improve quality of a firm which
attract consumers and increase their productivity as well as profitability. This is important for
manager of Roe Park Resort to implement an effective quality system to get a positive result and
sustain long run in hospitality industry. There are some key points which helps to analyse the
implementing of effective quality system make positive impact on resort operations. These are as
under:-
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Achieve Goals and Objectives- When the quality system is implemented by Roe Park
Resort in effective manner then helps to achieve organisational goals and objectives. It produce a
positive impact on their performance and plans to beat competition and enhance brand image.
Improve Customer Satisfaction- Main purpose of quality system is to maintain quality of
products and services of Roe Park Resort after analysing their requirements. Quality should be
effectively implemented by tour operators for enhancing customer satisfaction and maintain
better service for long term sustainability.
Growth in Market Share- It is important for tour operators to implement effective quality
system in Roe Park Resort for improvement in market share. When they improve their quality of
service then it helps to satisfy customers needs which ultimately raise their market share. It
become a positive impact for their resort operations (Pingili and et. al., Microsoft Corp, 2014).
Better Internal Communication- Effective quality system play an important role to
maintain better communication and coordination between manager and staff members. Where
there is a proper communication between employer and employee then it helps to reduce
conflicts and make better relation. It improve both quality and productivity of Roe Park Resort
that create positive impact on their performance.
Implementation of quality system in management system consists following steps:
Clarify objectives and mission: Every individual working in company require to be
aware about what company wants to achieve. It is very important for company to formulate a
plan to communicate with employees about its mission, goals and objectives so they can perform
accordingly.
Identification of target customer group: Every enterprise has its own group of customers
and the company which understands its group of customers can manufacture and offer products
for them which better satisfy their needs.
Development of survey tool: This step includes develop a survey to examine customer
satisfaction and this is based on finding which factor is more important for customers. For
example, customers might take care about quality than cost. In this scenario, company can
manufacture quality products and ca charge high prices form them.
Develop improvement plan: After set the baseline, company require to formulate an
improvement plan based on feedback collected from each customer. It is very important for
company to set SMART goals to get better results.
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Incorporate satisfaction data in marketing plan: After achieving some positive points
with available information company is required to use the same for carry out marketing of its
products.
Technology: It is very important for company to ensure that technology support to achieve
better results and is user friendly. For example, website of company should be easy to navigate
and all the content should be easy to understand.
TASK 3
3.1. Analysis the Incidents that Effect Health and Safety of Customers and Staff
Health and Safety
Health and safety is define as an efforts to identify the hazards and harmful situations
arises in an organisation and eliminating these incidents from workplace and determining the
health and safety for employees and customers. It involve training program conducting for
employees to prevent incidents and use of protective equipments and clothes.
Common Incidents in a Resort Environment and in Transit
There are some most common incidents which are arises in Roe Park Resort and make
impact on health and safety of consumers and staff members(Radosavljević, Jevtić and Klimenta,
2016). These are as follows:-
Natural incidents- There are some incidents arises in Roe Park Resort that don't have any
control of a person is known as natural incidents. It includes flood, earth quack, heat waves,
droughts etc. These natural environmental situations make large impact on resort operation as
well as health and safety of customers and employees.
Medical issues- At the time of travelling or in resort, medical problems are arises due to
changing weather condition, food, heredity, pollution etc. These issues make negative effect on
health of employees and staff. They are suffered from malaria, cholera, food poisoning etc. this
make negative impact on the image of resort activities.
Transport incidents- These are the incidence which are occur at the time of
transportation or execution of trip from one place to another. There may be following reasons of
transport incidents such as accident, crashes, hijacks etc. These incidents effect on safety of
customers of Roe Park Resort. Tour operators have to kept safety tools during travelling.
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