Resort Operations Management Analysis
Added on 2020-10-23
12 Pages3774 Words261 Views
Resort OperationsManagement
Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................31.1 Analyse the function of resort operations.............................................................................31.2 Analyse the structure of the resort offices of different types of tour operator......................4TASK 2............................................................................................................................................61.1 Discuss how effective quality systems and procedures affect legal and conflict situations.61.2 Analyse the impact of quality systems and procedures implemented by a specified touroperator on its operations............................................................................................................7TASK 3............................................................................................................................................81.1 Analyse incidents that affect the operations of a resort........................................................81.2 Evaluate the procedures to be implemented by a tour operator to deal with differentincidents......................................................................................................................................91.3 Discuss how procedures to be implemented by a tour operator link with guidelines oftrade associations and government bodies................................................................................10CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12
INTRODUCTIONResorts are the self-contained commercial establishment which are formed for thepurpose 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 variouslaws of their industry in order to enhance the customer satisfaction and experience during theirstay. Taken travel and tourism organisation for this assignment is the Thomas cook which is anUnited Kingdom based hospitality and travel company having operations across variouscountries. This assessment will discuss the various functions of resort operations, including thecoordination and handling of various tour operators and customer service function along with theways through which resort management organise the various types of tour operators and theirguest-related and activities. This assessment will also examine the importance of an effectivequality system in resort operations and implementation of effective quality system by theorganisation. In the end, analysis of incidents that affect the operations of a resort and proceduresto be implemented by a tour operator for dealing such incidents are complying with theguidelines of trade associations.TASK 11.1 Analyse the function of resort operationsThomas cook is a London based hospitality and travel firm which serves a large numberof customer daily through their hotel, resorts and tour operators. The company is having aphilosophy of ensuring customer satisfaction through which they attracts their potentialcustomers. The travel packages provided by the company includes accommodation,transportation, food, entertainment etc. according to the demand and needs of their customers. Ithelps 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 WaleHotel, 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 largenumber of airline fleet through which they are catering the transportation needs of theircustomers. Thomas cook is also having resorts in Indian ocean too which performs severalfunctions and operations which are discussed below:
Communication: It is the first function performed by the resorts through which they canbuild effective relationship with their customers. Through effective communication, theseresorts can provide the essential information to the customers so that the information isclearly communicated to customers. Effective communication among the employees andtour operators is also essential for the resorts so that more number of customers can takethe services of hotel which are served by the employees.Laws compliance: Thomas Cook should determine the various laws of the hotel industryin order to ensure the safety of the customers as well as to develop the strategiesaccordingly (Bélanger and et. al., 2016). These resorts of the Thomas cook are followingthe laws developed by local authorities, industrial bodies, government such as health andsafety at work, contract act, data protection act, etc. Through this, they are providingproper services and safety to the customers for enhancing the customer satisfaction. Coordinating and handling tour operators: These resorts of Thomas cook arecoordinating 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 ofcustomers.Customer Service Function: These resorts are also having the customer services functionthrough which they determine the needs and requirements of the customers for enhancingtheir satisfaction and experience.These above discussed functions are performed by the resorts and hotels of the Thomascook through which they are ensuring the satisfaction among their customers. The hotel andresorts of the company are performing these function for effectively serving the customers sothat they can be retained for a long period of time.1.2 Analyse the structure of the resort offices of different types of tour operatorThe structure of the resorts varies with the cost or budget of the customers. There arevarious 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 thecustomers such as catering, food, stay, etc. Thomas cook had tie with Amari resort in Gallewhich provides various type of facilities to the customers which varies based on their demand
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