Resort Operation Management Assignment - Topdeck travel agency

RESORT OPERATION
MANAGEMENT

Table of Contents
INTRODUCTION................................................................................................................................3
TASK 1.................................................................................................................................................3
1.1 Analyse the function of resort operations..................................................................................3
1.2 Analyse the structure of the resort offices of different types of tour operator...........................4
TASK 2.................................................................................................................................................5
2.1 Discuss how effective quality systems and procedures affect legal and conflict situations......5
2.2 Analyse the impact of quality systems and procedures implemented by a specified tour
operator on its operations.................................................................................................................6
TASK 3.................................................................................................................................................7
3.1 Analyse incidents that affect the operations of a resort.............................................................7
3.2 Evaluate the procedures to be implemented by a tour operator to deal with different incidents.
.........................................................................................................................................................8
3.3 Discuss how procedures to be implemented by a tour operator link with guidelines of trade
associations and government bodies................................................................................................9
CONLCUSION..................................................................................................................................10
REFERENCES...................................................................................................................................11

INTRODUCTION
Resort is private place which is designed for providing facilities and service to people like,
food, drinks, lodging, sports, entertainment, and shopping. These service are provided according to
their demands and needs, so that they can fulfil them and gain some profits. This report is based on
Topdeck travel agency, it is one of the leading organisation of UK, which provide their service in
making packages to their customers for domestic and international tours. They have their tie ups
with different resorts of the world, but the main is Antra peace Haven Tangalle Resort and Spice
Island Beach Resort. They are one of the best resorts in their nations, which are very much popular
among travellers. Antra peace Haven Tangalle Resort is a Sri Lanka based resort and provide their
service in Tangalle island at sea side (Davis and et. al, 2018). They use to provide all basic resort
facilities to their customers like, rooms, food, accommodations, and other. Where as Spice Island
Beach Resort is a Caribbean resort, which perform their functions at Spice Island, eastern
Indonesia. It is a part of Molucca Archipelago. This report will help in explaining the details about
the functions performed by these resorts along with their structure. Also a discussion will take place
on importance of quality system in organisation along with their impact on them. In the last a study
will take place on incidents that can affect their functioning along with steps tour operator have to
take for dealing with them.
TASK 1
1.1 Analyse the function of resort operations.
Topdeck is one of the leading private travell and tourism organisation in England. Antra
peace Haven Tangalle Resort is one of the biggest resorts in Sri Lanka. It is presented at Tangalle,
which is a small town at sea side. This resort is surrounded with iconic culture, that can be easily
enjoyed by travellers come there (Zhou, and Chao, 2014). Along with this, another resort which
have contract with Topdeck is a Caribbean one, and its name is Spice Island Beach Resort. It is a 5
star hotel on Spice Island it is a part of Molucca Archipelago, which is presented at eastern
Indonesia. There are different functions, which an organisation use to play in resort management
and operations. Some these are as follow :-
1. Handling and Coordination with vendors and suppliers : In resorts like, Antra peace
Haven Tangalle Resort, there are ample number of suppliers and vendors which use to
provide several material ( Destro and et. al, 2016). These are very important for them to
maintain these material and negotiate them.
2. Customer service : For Spice Island Beach Resort, it is very important for them to properly

maintain their customers service. As this will help them in solving the problems faced by
their customers and also help in providing information.
3. Health and safety issues : For resorts, it is very important for them to make sure that the
food items provided by them are hygienic and they have to take care about the health and
safety of their customers.
4. Legal legislations and regulations : It is very much important for a hotel or resort to study
different legislations and regulations of the nation in which they are providing their services
(Tucker, 2014). As this will help them in making changes in their services according to these
rules, so that their service get improved for customers and also become authenticated.
5. Responsibility of handling and managing tour operators : It is very much important for a
resort, to manage and monitor the travel and tour operators working with them. As this will
help them in gaining knowledge that travel and tour operators are following all the
regulation and legislations of organisation or not ( Gil-Lafuente, Merigó and Vizuete, 2014).
Along with this, it is very important for them to make standards and rules, which travel and
tour operators have to follow. This will help resort in managing the performance of different
travel and tour operators in their organisation.
6. Food and Beverage : For a resort, it is very much essential to provide proper food and
beverages to their customers, so that they can take proper care of their guests. Along with
this, it help them serving their guest in manner, so that their customers get satisfied.
7. Front office : This is the part where customers come in contact of resort for first time, and
also try to impress their guest, so that they can get convert to their customers. Also people
there use to manage different services offered to them and also use to provide solutions of
the problems their customers are facing.
1.2 Analyse the structure of the resort offices of different types of tour operator.
For a resort, it is very much important to have proper set of activities and also have organise
events, which can help them in providing some entertainment to their customers. For this beneath
are activities which they can organise in their operations :-
1. Diving : This is an activity, which is very much adventures and also people love to enjoy
this. As in this, resort use to provide facilities where their customers can make dive from a
hight in water or on land (Tezel, Koskela and Tzortzopoulos, 2016). This all help them in
feeling adventures, so that they can enjoy their holidays.
2. Seasonally events : In this, resorts use to organise events according to seasons, like in