Thomas Cook Hospitality Services Management

This report discusses the various functions performed by hospitality firms like Thomas Cook to effectively serve customers. It highlights the importance of determining customer types, implementing quality systems, analyzing their effectiveness, and considering different types of incidents. The report also references relevant studies and books on hospitality management and operations.

Resort Operations
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............................................................................................................................................6
1.1 Discuss how effective quality systems and procedures affect legal and conflict situations. 6
1.2 Analyse the impact of quality systems and procedures implemented by a specified tour
operator on its operations............................................................................................................7
TASK 3............................................................................................................................................8
1.1 Analyse incidents that affect the operations of a resort........................................................8
1.2 Evaluate the procedures to be implemented by a tour operator to deal with different
incidents......................................................................................................................................9
1.3 Discuss how procedures to be implemented by a tour operator link with guidelines of
trade associations and government bodies................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Resorts are the self-contained commercial establishment which are formed for the
purpose of satisfying the needs and demands of travellers such as food, drink, accommodation,
entertainment, shopping, etc. within the premises. These resorts needs to consider the various
laws of their industry in order to enhance the customer satisfaction and experience during their
stay. Taken travel and tourism organisation for this assignment is the Thomas cook which is an
United Kingdom based hospitality and travel company having operations across various
countries. This assessment will discuss the various functions of resort operations, including the
coordination and handling of various tour operators and customer service function along with the
ways through which resort management organise the various types of tour operators and their
guest-related and activities. This assessment will also examine the importance of an effective
quality system in resort operations and implementation of effective quality system by the
organisation. In the end, analysis of incidents that affect the operations of a resort and procedures
to be implemented by a tour operator for dealing such incidents are complying with the
guidelines of trade associations.
TASK 1
1.1 Analyse the function of resort operations
Thomas cook is a London based hospitality and travel firm which serves a large number
of customer daily through their hotel, resorts and tour operators. The company is having a
philosophy of ensuring customer satisfaction through which they attracts their potential
customers. The travel packages provided by the company includes accommodation,
transportation, food, entertainment etc. according to the demand and needs of their customers. It
helps the customer in getting the package according to their budget (Agrawal and Chatterjee,
2015). Some of the major hotels of the company includes The Tower Hotel, The William Wale
Hotel, The Williamsburg Hotel, Maison Breguet, Hotel De Vigny, Victoria Palace Hotel, etc.
which are providing wide range of services to the customers. Thomas cook also has a large
number of airline fleet through which they are catering the transportation needs of their
customers. Thomas cook is also having resorts in Indian ocean too which performs several
functions and operations which are discussed below:

 Communication: It is the first function performed by the resorts through which they can
build effective relationship with their customers. Through effective communication, these
resorts can provide the essential information to the customers so that the information is
clearly communicated to customers. Effective communication among the employees and
tour operators is also essential for the resorts so that more number of customers can take
the services of hotel which are served by the employees.
 Laws compliance: Thomas Cook should determine the various laws of the hotel industry
in order to ensure the safety of the customers as well as to develop the strategies
accordingly (Bélanger and et. al., 2016). These resorts of the Thomas cook are following
the laws developed by local authorities, industrial bodies, government such as health and
safety at work, contract act, data protection act, etc. Through this, they are providing
proper services and safety to the customers for enhancing the customer satisfaction.
 Coordinating and handling tour operators: These resorts of Thomas cook are
coordinating with the different tour operators in order to improve the sales of the resorts.
These resorts also provides commission to tour operators according to the number of
customers.
 Customer Service Function: These resorts are also having the customer services function
through which they determine the needs and requirements of the customers for enhancing
their satisfaction and experience.
These above discussed functions are performed by the resorts and hotels of the Thomas
cook through which they are ensuring the satisfaction among their customers. The hotel and
resorts of the company are performing these function for effectively serving the customers so
that they can be retained for a long period of time.
1.2 Analyse the structure of the resort offices of different types of tour operator
The structure of the resorts varies with the cost or budget of the customers. There are
various type of structures of the resorts which varies according to the requirements of customers.
One of the example is inclusive resorts which provides a wide range of the facilities to the
customers such as catering, food, stay, etc. Thomas cook had tie with Amari resort in Galle
which provides various type of facilities to the customers which varies based on their demand

and needs (Calomiris, Flandreau and Laeven, 2016). This resort is following the full board
Structure which is discussed below:
Full Board Structure: Resort having such type of structure provides the food,
accommodation, etc. to the customers and includes the cost of these in their package. These also
provides breakfast, lunch and dinner to the customers. Such type of resort are suitable for the
people who wants comfort instead of saving money. These resorts target the customers who
desires to enjoy their vacation in a resort having suitable arrangements and entertainment
activities. Amari resort is coordinating with different type of tour operators which organises
various types of guest-related activities as discussed below:
For business persons: For organising the activities for business persons, Amari is
coordinating with tour operators who are focused on the people which are travelling for business
purpose. These tour operators includes the prices of the facilities which will be offered to the
business persons for ensuring their smooth and comfortable meeting. The Amari is providing
these facilities which are shown by the tour operators in their packages.
For families: Amari is coordinating with tour operators who are organising various
activities for families such as travelling, visiting the famous historical attractions and temples
etc. The Amari accommodate such people in their resort which are provided by the tour operators
(Chon and Yu, 2012). Also the price are shown to the customers before preparing their package
so that they can include the services or places which are desired by them.
For adventurous people: Amari is coordinating with tour operators which are specialised
in providing adventurous trips to the customers who prefer adventure in their journey. Through
this, proper arrangement can be done by tour operators so that these customers can stay in the
Amari resort while the tour operators organise the adventurous tours.
BY using the full board structure, The prices of the packages are shown to customers
based on their needs and requirements so that the chances of the conflict can be eliminated. Also
proper information is provided by the Amari resort and tour operators regarding the facilities and
prices so that issues could not arise.

TASK 2
1.1 Discuss how effective quality systems and procedures affect legal and conflict situations
Quality is very essential in the services provided by the resorts through which they can
sustain in the market. It is also the key to manage the performance of the resorts so that
consistency among the business operations can be maintained. The business firms needs to
develop effective quality system in order to maintain and control the quality of the services
provided by the company to the customers. Quality system is also essential for the Thomas cook
in serving the customers with quality based services so that their satisfaction can be ensured.
When quality of the services provided by the Thomas cook is good then customers
prefers to take the same services again for paying back to the hotel. Through the effective
quality system, Thomas cook can not only develop effective quality of the services but they can
also ensures that the quality is maintained in the services and facilities provided to the customers
(Gustavo, 2013). Through effective quality, customer satisfaction will enhance due to which they
suggest and refer the hotel to their friends and family which will also enhance the sales of hotel.
Thomas Cook is operating a large number of hotels and resorts at different places due to
which the company is focused on the effective quality system so that more customers can be
attracted towards the hotel. Thomas cook is considering various aspects such as health and
safety, contractual obligations, legal responsibilities, audits and checks etc. so that the company
can achieve good quality in their services. This will also assist the firm in achieving
sustainability as well as good position at the marketplace.
Thomas cook is operating the Rosewood resort in London which is located at High
Holborn, London. This resort is having good ratings in Thomas cook due to the quality of the
services which are provided to the customers (Holweg and et. al., 2018). This resort is also
meeting the moral and legal responsibilities so that business operations can be performed in an
effective manner. Also this resort is conducting audits at regular interval of time and also take
feedback from the customers for ensuring that the health and safety regulations are followed. The
Rosewood London resort is ensuring the quality through following procedure as discussed
below:
Recruiting right It is the first step for implementing the effective quality system in the

skilled candidates Rosewood London. The hotel will recruit talented and skilled employees
so that they can achieve good image and position in the market. These
workers can serve the customers in proper manner due to having
required skills and knowledge
Motivating and
encouraging the
workers
After hiring the employees, Rosewood London should determine the
methods through which they can motivate their workers so that the
workers can feel attached towards the firm. This motivation is also
beneficial for the company as motivated employees work in improved
manner as well as support other employees which will reduce the
chances of conflict among them
Salary and pay Apart from the motivation , Rosewood London also needs to pay the
employees well and properly so that they can create a good working
environment. Rosewood London needs to ensure that the workers are
getting the right salary which is beneficial in reducing the chances of
conflicts among the firm and employees as well as firm can fulfil their
legal obligations.
Flexibility to
workers
Hospitality industry performs their work 24*7 due to which some
employees can face issues in their working. IN order to eliminate such
situations, Rosewood London should provide the flexibility to their
employees regarding their working so that they can provide suitable
break to the employees for enhancing their loyalty towards the company.
For managing the conflict and legal issues, Rosewood resort conduct audits at regular
interval of time by external auditor so that proper information regarding the issues can be
determined by the firm. However the skilled and knowledgeable candidates are capable of
resolving the conflict.

1.2 Analyse the impact of quality systems and procedures implemented by a specified tour
operator on its operations
Rosewood resort has implemented the above discussed quality system for ensuring that
the quality based services are served to the customers for their satisfaction. The implemented
system is positively impacting the resort as the sales and profit of the company is increasing due
to the satisfaction among the customers. The positive impact for the above discussed
implemented quality system is as follows:
Improved productivity and performance of employees: As the new employees recruited
by the Rosewood resort are skilled and knowledgeable, they can perform their work effectively
for achieving their personal as well as organisational goals (Hughes, 2012). These employees can
support the other employees in resolving their issues and problems which will also enhance their
performance and efficiency.
Improved productivity and performance of company: These skilled employees hired by
the Rosewood resort can perform their assigned work within the pre specified time due to which
organisational operations can be executed in an effective manner. Due to the skills, these
employees are having the potential to improve the organisational efficiency and performance as
they can execute their assigned work in given deadlines
Customer satisfaction: When employees are provided with proper and suitable salary,
then their motivation as well as morale stays maintained due to which they can serve the
customers in an effective manner (Kotas, 2014). These employees also have the required level of
communication skills due to which they are communicating with the customers in proper manner
so as to improve their experience and satisfaction from the services received during the stay at
the hotel.
Rosewood resort has seen positive impact from their implemented quality system as
customers are satisfied through the services offered to them. The sale of the company is also
TASK 3
1.1 Analyse incidents that affect the operations of a resort
Incidents are the unexpected situations which are capable of influencing the operations
and activities of an organisation or resort. These incidents can be natural or man made which can

harm the customers in terms of safety, security and health. Some of these incidents are discussed
below which can impact the operations of business operations of the resorts. These are as
follows:
Natural calamities: These are the natural disaster such as flood, earthquake, Tsunami etc.
which can impact the operations of resort (Lu and et. al., 2018). The resorts of the Thomas cook
which are located in Indian Ocean can be impacted from the Tsunami and flood which will also
pose threat for the customers of resort. For handling such situations, management of the resort
needs to implement weather forecasting system so that the changes in the weather can be
determined for taking cautions and suitable measures before such incidents happens.
Transportation: These incidents includes crashes, hijacks, use of unsafe vehicles, etc.
due to which customer may not reach their destination. These can impact the customers of resort
but can be avoided by taking suitable measures. However, Thomas cook is operating their own
airlines due to which their workers in these airlines are trained for handling such situations
(Rutty and et. al., 2014). Also the planes of Thomas cook should start their journey after going
through security check for eliminating the chances of such incidents.
Political: These incidents includes wars, disputes, riots and terrorism etc. which can pose
threat for the customers of resort. For example: Recent attacks in Sri Lanka are causing issues for
the country in attracting the customers. The Thomas cook needs to ensure that full security is
provided to the customers along with the proper monitoring of each area of the resort for
identifying any suspicious activities.
1.2 Evaluate the procedures to be implemented by a tour operator to deal with different incidents
Thomas cook can implement various measures for dealing with the natural or man made
incidents which can impact the health and safety of the customers. Some of these measures are
discussed below along with the incidents as follows:
Natural calamities: Thomas cook can deal with the natural calamities such as flood,
tsunami, and earthquake by implementing the weather forecasting system in their resort. This
system will monitor the changes in the weather so that any calamity can be determined before it
hit the resort (Van der Wagen and Goonetilleke, 2015). This is beneficial for the Thomas cook in
reducing the impact of incident however the impact of the calamity could not be determined
accurately due to which resort needs to evacuate everyone from resort.

Transportation: These incidents can be dealt with by checking the security of the airlines
so that any suspicious thing can be taken care of. However Thomas cook cannot check every
individuals before boarding the flight as it can impact the brand image of the firm.
Political: This situation can be handled by the firm through installing CCTV cameras as
well as security guards around the different areas of resort. This is advantageous for the Thomas
cook as any suspicious activity can be tracked however, the cost for the resort will increase
which will reduce the profit.
Through these above discussed measures, Thomas cook can reduce or eliminate the
impact of unexpected incidents in order to provide safety and security to their customers during
the stay in resort.
1.3 Discuss how procedures to be implemented by a tour operator link with guidelines of trade
associations and government bodies
The procedure which were to be implemented by the Thomas cook for dealing with the
unexpected incidents are complying with the guidelines given by the trade associations and
government bodies. The company is following the various laws for implementing these
procedure so that any government interference can be reduced on the business operations of the
resorts. Some of these are discussed below:
Natural calamities: Thomas cook is following the Civil Contingencies Act (CCA), 2004
which states that the firms needs to provide the proper security and safety passage along with the
implementation of proper forecasting tools to the customers in case of natural calamities. Due to
this, company will implement weather forecasting tool so that proper information can be
gathered for eliminating the impact as well as for providing safe passage to customers.
Transportation: Firm is following the Civil Aviation Regulations act, 2014 which states
that commercial airlines need to ensure full security check before the start of journey so that
incidents can be avoided (Witt, Brooke and Buckley, 2013). Thomas cook airline will go through
security check before on-boarding so as to avoid the situations which can impact the health of
customers.
Political: Thomas cook is following the Consumer Safety Act, 1972 which states that the
firms need to protect their customers from any malpractices and improper products and services
offered to them. Through following this act, Thomas cook is ensuring that the customers are

provided with proper security in order to enhance their satisfaction and safety while they are
taking the services of the resorts of Thomas cook.
CONCLUSION
It has been concluded from above report that the hospitality firms performs various
functions for effectively serving the customers. Also the firms needs to determine the type of
customers so that activities can be arranged accordingly. Effective quality system is beneficial
for the resorts in delivering quality based services to the customers. The firms needs to analyse
their quality system for determining their effectiveness. The hospitality firms also needs to
consider the different type of incidents so that effective measures can be implemented according
to the guidelines given by trade associations and governmental bodies.

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