Resort Operations Management

This document provides an overview of resort operations management, including the function of resort operations and the structure of resort offices. It also examines the importance of implementing an effective quality system in resort operations.

Resort Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................2
1.1 Analysing the function of resort operations..........................................................................2
1.2 Analyse the structure of the resort offices and various types of tour operators....................3
TASK 2............................................................................................................................................4
2.1 Examining the importance of an effective quality system in resort operations....................4
2.2 Analysing how implementing an effective quality system by the tour operator...................5
TASK 3............................................................................................................................................6
3.1 Analysing the incidents that affect the operation of a resort.................................................6
3.2 Evaluating the procedures to be implemented by a tour operators to deal with different
incidents......................................................................................................................................7
3.3 Discussing the procedures to be implemented by a tour operator link with guidelines of
trade associations and government bodies. ................................................................................8
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Tour operation industry is one of the emerging industry due to positive trends in the
travel and tourism industry. Demand of tourism industry has been more increased these days by
the fact that customers requires package of services for which information pertaining to
destinations, events, transportation medium and other aspects in important. In order to examine
operation management industry and defined their different functions example of Thomas Cook
company has been chosen in the Present study. Thomas Cook has providing the wide range of
services in tourism sector which includes transportation, hotels, food, events and visiting sites
etc. Thomas Cook formed was formed on 19 June 2007 by the merger of Thomas Cook AG,
itself the successor of Thomas Cook Son, and travel Group plc. Thomas Cook itself own number
of tour operators also owns airlines based in the UK, Germany and Scandinavia and Balearics.
Resort management is the part of hospitality sector or of lodging industry as well. As
above, as per the departments it has many managers who handle the functions such as food &
beverages manager, maintenance and activities departments. In big kinds of resorts a general
manager only handle the all other operations while in overseeing sector they have different
managers to handle. Further study will function of resort operations and structure of the resorts
offices of different types of tour operator. How tour operators and its functions get affected by
the quality system will also be covering in this study. For that, Report will be taking Taj Exotica
Resort and Spa, Andamans which is situated in Bay of Bengal fronted on Havelock Island.
Thomas Cook tour operator is considered to be a mass market operator as it sells holidays
in packages. Thomas Cook also deals in airline inclusive packages so they required by law to
have an ATOL license. The present company also owns other companies under their own
functions such as Co-op travel, Neilson, Airtours, Sunset, Cresta etc. Thomas Cook adopts well
regulatory system or also having Health, Safety Environment Committee.
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TASK 1
1.1 Analyzing the function of resort operations.
In order to maintained the proper functions and activities of resort operations. It includes
to maintaining the proper health and Safety legislation, maintained the proper contract papers
and regulations, meetings with local businesses and people, managing the local laws pertaining
to the particular destination visited by the clients (Agarwal, 2018). On the other side, Tour
operator is also liable to handle and make itself aware from the other activities. There are
different variety of hotels with Thomas Cook can tie us son as to manager their tour business into
more profitable manner such as Starwood hotels and resorts, four season hotels, Churchill hotels
etc.
Health & Safety legislation : For the resort operations such as Health and Safety at work
1974, contraction, provision of service, local law, profit margins and data protection etc. Tour
operator should be aware about the safety of employees who work for the best development
growth. Tour operator should always adopt the best developing and long range of new
development growth (Alper, Tjosvold and Law, 2018). On the other hand, they also liable to be
fulfill resort operations functions such as Health and Safety at work, contract, provision of
service, local law, Profit margins and data protection etc.
Coordination & Communication handling : Tour Operation manager is liable for all
the activities running throughout the process either it is related to customer service or legal
legislation. Resort manager also need to investigate the proper coordination among existing
departments within the resort.
In terms of communication, it is very much required for a tour operator to know different
languages for the communication process with distinct travelers. It would help to well
communicate with clients and make them feel comfortable (Amirudin and et.al., 2017). Tour
operator done reservation by the suitability of client and manager the proper process till the
check out.
Handling Customer & Suppliers: it is the key or foremost function of tour operator that
need to be performed by the manager. In which they manage or overlook the contract with
different suppliers or customers in day to day manner, to manage the payment system, to fix the
booking and also promoting the tour operations among the different customer segments. In this
tour operator also handling the transportation facilities of travelers from destination to hotel.
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Customer service is must be serious concern for the company to handle within the company in
order to manage the work effective results.
1.2 Analyze the structure of the resort offices and various types of tour operators.
Resort management Structure
Resort is kind of place or destination where customer can get all facilities including
accommodation, transportation, Food & Beverages (Feeley, 2017). Apart from that, for tourists
guest resorts also arranging some special activities and organize different activities for them.
In terms of Resort structure it has many and distinct types of structure is available such as
full board, inclusive resort, half board, Bed & Breakfast and self catering etc. as per that, the
prices accordingly followed such as transfer from airport, stay including food services,
government taxes etc. In between self catering process is also including in resort structure where
apartment would be given by the resort itself in order to save the cost.
Types of tour operators and their activities
Specialist Tour operators : Specialist tour operators are more prevalent to others, they
follow the current trend for tailor made holidays with specialist places and expertise in markets.
Specialist tour operators generally focused on the particular destination rather than a group of
destinations like as normal holiday trips (Forsyth, 2019). Such as wildlife tour, historical tour etc.
for example: In early 1841 Thomas Cook organized a tour for rally in Loughboroughw which
eleven miles far away. This was the very big tour that time organized by Thomas Cook. In other
words, there are some activities that organized by tour operators on holidays such as cross
country skiing, snowshoeing in Scandinavia etc.
Domes tic tour operators: Domestic tour operators specialist in holidays within UK
residents. This kind of tour operators cover and offer local places and destination for local
peoples which includes some travelers as well. As same as outbound tour operators they provide
packages like city touring, beaches, special interest holidays etc. this helps government or
company to boost up the more visitors' ratio at place. Some local authorities, keep generate the
popularity of the local places to maintained the tourism.
Outbound Tour Operators : Outbound tour operator organize tour packages for the
people who residents of one country but travel to another country (Kaufman, 2019). Outbound
tour operators organize tours for a special places such as South Pacific, Australia, Patagonia,
worldwide cruising the Middle East.
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Inbound Tours : It involves the process of non residents traveling in the other country.
This types of tour operator also called Receptive tour operators. This types of operators are
generally used in international trips where the language barrier is part of the mix. In this tour
package tour operator arrange all activities, hire local tour guide, pickup and delivery, emergency
facilities etc (Klaming and Giesen, 2018).
TASK 2
2.1 Examining the importance of an effective quality system in resort operations
Thomas Cook is the most leading and well known travel and tourism brand and one of
the major tour operation management company. They are very serious for adopting the quality
maintaining procedure in order to manage the chances of issues or conflicts which creates legal
disturbances to the resort management.
Improve quality measurements and ensure the proper services provides to the client such
as transportation, accommodation, restaurants, tour guides, tour operator and other related
services and goals (Krisjanous and Carruthers, 2018). Company or resort needs to be following
the proper legal legislation and facts to discover the new emerging marketing roles and activities.
Directors of the Thomas Cook are directly monitoring the compliance of health and safely
legislation in their own organization. In this system it will take the new ineffective working
styles and ineffective goals results. Besides, Thomas Cook also trained their employees in the
best manner and growth, employees are well educated in terms of compliance and ensure that
notices are already in place prior to customer occupation for these places.
In other words, it brings not effective and learning to accord to the resort management
operations (Rahim, 2017). There are different aspects that Thomas Cook has adopted for their
resort operation management such as quality system practice in which includes health & Safety,
audits & Checks, legal responsibilities, dealing with irregularities, contractual obligations and
effective services which are being followed at present by the present company in order to avoid
legal implications on the firm.
In order to protect the issue and conflicts company take following steps :
 In order to protect and reduce the chances of inefficiency of risk Thomas Cook follows
the standards as per the H&S standards. In order to monitor the health and safety
company adopt several codes of practice such as fire safety, food hygiene measures, gas
safety, balcony safety, pool safety etc.
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 Health & Safety monitoring process conducted by the resort managers in order to ensure
the proper health and safety procedures. For that, they conduct suppliers audit before
presenting the services to customers (Schinasi and Teixeira, 2016).
 In order to ensure the moral responsibilities, it is the foremost function which is adopted
by the resort manager to decreases the conflict and issues.
 In terms of quality management Thomas Cook maintained the proper statistics and
managing the work easily and effectively done. There are different types of law which
followed by the Thomas Cook such as Unfair contract act 1977 and Hotel proprietor act
1956. Unfair act helps to make sure the contract which has been conducted between
customer and suppliers does not fake. This process helps to reduce the legal issues and
conflicts in between the business.
2.2 Analyzing how implementing an effective quality system by the tour operator.
Implementation the procedure of quality system will help tour operator to manage the
effective working and systematic work target and managing the work system more effective and
intellectual.
 Tour operators has always connected with the company in order to make sure they
followed the correct legal laws or health & Safety guidelines (Sotiriadis, 2014).
 Resort manager is responsible to manage the implementation of the health and safety
legislation in the resort and monitoring the activities by the director of the resorts.
 Audit can be done through periodic audits and checks to make sure the health and safety
legislation. This will be given the positive impact on the resort operations.
 Statistics for the incidents need to be carried out for the incidents and improvisation is
being done as to male sure such events.
 Resorts highlight & Safety regulation and legal compliance as one of the key factor in
order to tie up with the tour operators.
 Resort also need to organize the training and development session in order to maintained
the health and safety compliance (.Tapp and Kohlberg, 2019).
 Tour operator also need to make sure and ensure the act unfair contract act which held
between consumers in order to reduce and avoid safeguard from any adverse legal
implications.
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 Whatever the wrong incident happened within the resort, for that it is necessary for the
company to investigate the proper matter and goals. This would be given positive impact
on the overall development growth.
 Incident happened in the resort must be sorted and reported in the proper documentation
process.
TASK 3
3.1 Analyzing the incidents that affect the operation of a resort.
In resort management there can be happened and created range of incidents that might
affect the resort environment such incidents might be natural incidents, transport incidents,
medical incidents, political problems and accommodation and transportation issue.
Natural Incidents : Natural incidents are those incidents which affected by the natural
calamities to the tourist experiences (Tattam, 2017). Examples of Natural Incidents are 1988
Hurricane Gilbert and Tsunami. These natural incidents would stop the traveling and reduced the
resources and facilities to that particular place. This affect the overall travel and tourism industry
badly. This affect other industries it also affects aviation and unsuitable vehicles.
Medical Incidents : Medical incidents affecting the resort operations and environment
very badly. Medical Incidents would be food poisoning, malaria, Cholera, Typhoid outbreak etc.
medical problem would happen with employees, staff and customers. On of the biggest medical
incident happened was SARS which cost $10 billion which was quite significant.
Political and terrorism : This is the another major related incident that might happened
in the travel and tourism industry. In other words it would be given less impact on the overall
development goals it affects the business goals and objectives. This is the most often incidents
that happened in the country due to which travel and tourism sector highly affected by these
incidents (Thibaut and Walker, 2017). Political incidents are 1990 terrorism attack Iraq invaded
Kuwait, 9/11 terrorist attack on US and continuous terrorist attacks in India etc.
All the above incidents affect the health and safety of customers, staff or employees
which directly or indirectly affect the overall profit or growth of the travel and tourism sector.
Due to which resort management also get affected in several times.
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3.2 Evaluating the procedures to be implemented by a tour operators to deal with different
incidents.
Procedures which was implied by tour operators are must be regulated by the government
bodies. All legal procedures and guidelines given by the tourism government in order deal with
different incidents. As per the foreign and commonwealth officer they provide the helpline
number when some unwanted situation has occurred or any incidents would happen. In this
purpose it will need to be more effective and learning outcome goals and build up the new
working aspects in order to reduce the ineffective work goals (Vargas, Jozefowiez and Ngueveu,
2017). This would help to discover the new managing work and effective work and log lasting
work into more appropriate manner. In such case scenario foreign officer would provide support
for the critical situation as much its possible.
Basically, tour operators are needs to be adopted the risk management plan in order to
handle the particular situation. In such an effective manner like they need to secure the safety of
visitors and employees. They need to saved those individual from that particular situation. Then
the next procedure is tie secure the systems to communicate with all persons within the facility
and the destinations. The security of building, facilities and equipment in the event of a disaster.
Another function that must need to performed by the tour operator is that to contribute in trained
liaison personnel to the disaster management agencies during response and recovery operations
as required. Supplying resources to support response and recovery operations. Then the last
process done by the tour operator is to get back to the normal business activities after the disaster
operations. Risk management plan should be apply in the critical situation for that this must be
prepared on the time and as per the conditions (Weiler and Ham, 2018). All such incidents are
uncertain for which it is very necessary for the travel and tourism businesses to get prepared and
always having contingency plan to support those critical situation and soon get out of that
particular situation. Besides, company should also need to prevent itself by some methods such
as safety standards, keep away from fire extinguishers, smoke detectors, earthquake proof
building and water management.
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3.3 Discussing the procedures to be implemented by a tour operator link with guidelines of trade
associations and government bodies.
In order to dealing with incidents in travel and tourism sector tour operator should need
to followed the structure or procedure given by the government bodies. It affects the overall
situation and ineffective work goals. These days' tourism industry facing these incidents in most
frequent manner. In which it includes risk for both travelers and the tourism industry. Such as
political risk, terrorism, earthquakes etc (Weiler and Ham, 2018).
The first thing which need to be developed and work on that is to contact customers that
have booked, advise them to that particular situation and choose the alternatives or refunds for
that particular reason and goals. In order to that it discover by the UK tourism business which
reduced the negative challenges and goals for that particular option.
Association of British Travel Agent (ABTA) develops the guidelines and develop liaison
between the affected members of the association. For this training is given by ABTA in order to
handle the situation of crisis. Government has always provides the best services to the needy
people who badly suffered in tourist places (Forsyth, 2019).
There are number of persons who are always available in certain situation such as press officer,
technical officer, representatives from British Red Cross. So these are the procedure followed by
the government in order to reduce the impact of natural calamities. On the other side, Foreign
government also helps in financial manner in order to protect the travelers from the critical
situations which delivered by the foreign officer.
CONCLUSION
As per the above discussed report, It has been analyzed that resort operation management
play a most crucial role in order to maintained the overall activity within the journey of travelers.
Present study has been discussed about the different function of resort operations which needs to
be performed by the company such as ensure health & safety, handling communication and
coordination, meeting customer needs throughout the journey or trip. Besides, report also
concluded the procedure of quality management in order to reduce the chances of issues and
conflict. On the other hand, study explained the structure and the activities presented by the
different tour operators such as domestic, outbound, inbound, specialist tour operator etc. Further
study also explained about the range of incidents that might affect the health and safety of clients
and staffs due to which company comes under the risk.
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REFERENCES
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Forsyth, T., 2019. Business attitudes to sustainable tourism: Self‐regulation in the UK outgoing
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Services Research.5(2). pp.95-110.
Klaming, L. and Giesen, I., 2018. Access to Justice: the Quality of the Procedure.
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Tattam, D., 2017. A short guide to operational risk. Routledge.
Thibaut, J. and Walker, L., 2017. A theory of procedure. Calif. L. Rev.. 66. p.541.
Vargas, L., Jozefowiez, N. and Ngueveu, S. U., 2017. A dynamic programming operator for tour
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pp.53-80.
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Weiler, B. and Ham, S. H., 2018. Tour guides and interpretation. Encyclopedia of ecotourism,
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