Resort Operations Management Assignment (Doc)
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Added on 2020-10-05
Resort Operations Management Assignment (Doc)
Added on 2020-10-05
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Resort OperationsManagement
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Analyse the function of resort operation ...............................................................................11.2 Analyse the structure of resort offices and different types of Tour operator.........................2TASK 2............................................................................................................................................31.1 Impact of effective quality system and procedure on the legal and conflicting situation......31.2 Impact of quality system and procedure implemented by the tour operator..........................4TASK 3............................................................................................................................................51.1 Range of incidents that can affect the health and safety of customers and staff...................51.2 procedure to be implemented by tour manager to deal with different incidents...................61.3 Laws made by the government with regards to dealing with incidents.................................7CONCLUSION................................................................................................................................7REFERENCES................................................................................................................................9
INTRODUCTIONResort operation management is an element of travel and tourism industry which isassociated with managing several activities that are being performed in the resorts with regardsto fulfilling the requirement of customers. Resorts are different from hotels because of thevastness in terms of size and services provided by them. These can be called as mini townswhere people come during holidays and gets all sorts of entertainment like spa, pool, sportactivities, restaurants, etc. Therefore handling the operation requires appropriate management.The company that has been selected in the the following report is Thomas Cook & Son afamous travel and tourism based organisation in UK. This was established in the year 1841 by anEnglishmen named Thomas cook and it engages in planning and arranging holidays for theirclients. In the report an analysis is made on the structure and function of the chosen organisationalong with effective quality system and their impacts apart from that discussion is made on theaffects of incidents in the resort operation and how tour operator deals with them (Beck, 2013). TASK 11.1 Analyse the function of resort operation Thomas cook & son is well known travel agency, it is offering wide range of travelservices and recently the organisation engaging itself with packaging and selling of holidays tothe tropical islands like Sri Lanka, Jamaica. Being a tour operator it is important to have throughknowledge about the quality systems in resort along with the management practices. There arevarious functions that part of resorts operating in the tropical island:Customer service functionSpa- This facility is speciality of the resorts, different types of spas from health toluxurious are given to the travellers which helps in reducing their tiredness. On various occasionattractive discounts are also offered to the clients. Spa managers ensure that customers feel relaxat end of spa session.Pool- Mangers in the resort secure the pool side area so that customers can enjoy sunbath. Resort staff maintains the cleanliness of pool with help of tools and techniques, Thomas &cook provide additional services near like pool area like bars(Bolisani and Scarso, 2015).Beaches- The resort organises various activities on the beaches for the customers andprovides them required equipments like umbrella, cabanas etc.1
Sport activities- Various sport events like tennis courts, basketball, football activities forthe entertainment of the clients,Customer support services- Under this function grievances and pleas of customers areheard. This is essential for the maintaining the image of the resort. Any kind of issues faced bythe clients are dealt in an appropriate manner by the management. In the era of technologywebsites and application should be maintained so that bookings can be done easily. Apart from the entertainment staff also focuses on the room services and providesamenities like toothbrushes, hair-dryers, bathrobes, creams etc. These resorts are known forproviding effective resort services. For the safety and security of the clients CCTV and othertechnology is installed in the premises. It performs the task of keeping tabs on variety ofactivities.Coordination and handling of tour operator:Hiring function- Under this function travel agents are hired only if they hold certainqualification and skills of handling. Management keep track on the past record of the candidateas loyalty and trust is significant factor of this tourism industry. This function is essential for thesafety of the customers (Forsmark, 2013).Communication- Management needed to communicate with the tour managers onvarious matter for this a communication channel has to be maintained. On the other hand tourmanager also provide details like from where the customer was picked up and at what time.Constant exchange of E mail, messages, telephonic conversation are part of this function. Errorsand confusion can avoided due to the availability of this factor.1.2 Analyse the structure of resort offices and different types of Tour operatorDifferent levels of resort management involved in performing varied activities. Ahierarchy is followed in resort offices in order to effectively maintain the efficiency in theoperations. These are level are as follows:Top level management- This is first and topmost level in the Hierarchy, these are mainlyinvolved in taking decisions that are beneficial for the growth of the business. All the rules andregulations are also passed by this level in order to maintain discipline and decorum amongst thestaff. The two main position under this are Director, and Manager where one is the owner andhead of the business while the latter performs the task of managing the working of organisation.2
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