Resort Management and Sustainable Practices

This assignment provides a comprehensive overview of resort management structures, including eco-resorts, and their commitment to sustainable practices. It covers various topics such as organizational design, case studies from Sri Lanka and Italy, and research on eco-resort management, highlighting the importance of environmental, social, and economic considerations in resort management.

Resort Operations
Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P 1.1 Functions of resort operations............................................................................................1
P 1.2 resort management structure and different types of tour operators...................................2
TASK 2 ...........................................................................................................................................3
2.1 Significance of effective quality system in tour management operations.............................3
2.2 effective quality system has resulted in positive impact on operation of resort management
.....................................................................................................................................................4
TASK 3............................................................................................................................................5
3.2 Analysing and evaluating range of incidents that affect health and safety of consumers and
workers in resort management ...................................................................................................5
3.3 Implementing procedures to deal with such incidence in compliance with UK/European
legislation....................................................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Resort operation deals with managing and controlling daily activities of business by
establishing an effective structure which assure high quality services. This is among the
important function of tour and travel industry. This sector focuses on delivering quality services
and products to consumers, offering them sense of satisfaction and comfort (Niu,Wang, Yin and
Niu, 2016). Luxurious facilities along with combination of entertainment sources are been
covered in this report with selection Hilton resort, Sunwing Family resort, Smart line resort.
In this project Thomas Cook is selected which is among the leading tour operator of UK
which is working in more than 22 countries operating within Caribbean island of Havana as well.
Further this project discusses about different measures implemented by business in resort
management. Quality system focus on economies of scale, thus it will increase overall
productivity and profitability of business. This report emphasis on management structure which
is essential for maintaining sustainability at work place. End of this project there is brief
description about implementing procedures to deal with incidence like natural, medical, etc. in
compliance with UK/European legislation
TASK 1
P 1.1 Functions of resort operations
Resorts offer customers wide range of services like accommodation, public dinning and
banquets. Every organisation performs various activities to deliver quality services to customers.
Hilton group offer services like reservations, ground transportation facilities, and their resorts are
located at outskirts of city (Allegrezza and et.al., 2017). Resort offer suites followed by king
sized room, living room with folding sofa in order to make customers happy and satisfied. In
addition to this resort have exercise room, pool and beautiful garden. Hilton resort, Sunwing
Family resort, Smartline resort with main motive making their guest feel comfortable and
relaxed. Manager of resort performs various functions in order to render quality services, some
of them are as follows.
Integrated infrastructure: Hilton resort, Sunwing Family resort, Smartline resort group design
their infrastructure to satisfy demands of customer. Resort is expanding its operation globally,
with strong vision of future growth. Long term investment in infrastructure is like a commitment
to develop city landscape, make new roads. Hilton resort spends 65% of revenue in developing
good infrastructure plan.
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Managing legal and health issues: taste and preferences of customers change continuously, it is
significant to meet up required demand. Development of resort should be according to rules and
regulation of government. Hilton resort, Sunwing Family resort, Smartline resort assures that
public and surroundings are not disturbed with their operations. Organisation should look after
health issues of employees and provide them with proper medical facilities (Ali, Hussain and
Ryu, 2017). First aid box should be provided at work place. Managers create healthy and positive
working environment in order to boost up morale of staff.
Coordination and handling tour operates: Thomas cook is a travel agency which handling and
managing all reservations and packages of Hilton resort, Sun wing Family resort, etc. This will
maintain coordination between tour operators and resort managers.
Customers’ service: managers look after comfort and safety of clients during their stay. Good
customer’s services help in gaining loyalty of travellers and building up good brand image
(Fukuda, 2018). Hilton resort, Sunwing Family resort, etc. provide comfortable stay to customers
and look after their needs.
Coordination and handling of suppliers and vendor: it is significant for business to maintain
good relations with vendors to operate effectively and efficiently. Vendors can provide solutions
with the help of systematic communication. For example, Hilton resort has selected Thomas
Cook for providing quality services to potential buyers.
P 1.2 Resort management structure and different types of tour operators
Management structure play crucial role in maintaining sustainability at work place.
Resort perform activities in order to accomplish business objectives, managers divide work
among different department and groups. Hilton group focus on job specialisation and delivering
quality services to customers. They outsource work to some other parties like tour operator in
order to reduce work pressure and complete task on time. Management structure of Hilton resort
is as follows.
Functional department: resort divides jobs on the basis of functions performed by the worker.
Job of front desk receptionist to look after reservation and future bookings of resort. They assign
room keys and their duty is to track every activities of guest. Receptionist forward information of
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guest using telephone or tax machine. Housekeeping department clean and manage rooms of the
guest.
Service line: Hilton hotel provide various services to their customers like pick and drop facilities
(Ayaz and Mazur, 2018). Head of service department assure that people enjoy their stay and feel
comfortable and relax. In order to look after health of customers 24*7 there is a doctor available.
Hilton provides accommodation and other services to consumers under the same roof.
Resort includes the prices of these services like transfer from airport, government taxes etc. in
their packages. Management outsource some of the activities, in order to gain specialisation in
the process for example self-catering. This will help resort in minimising cost of operation and
maximizing profits. Hilton provides complementary service of breakfast, which is included in
staying cost.
In order to handle all operations in a systematic way Thomas Cook has adopted
functional structure. Organisation arranges all departments to manage and control all important
affairs of resort. Hilton resort integrates it services with tour operators in order to deliver luxury
services to travellers (Ahram and Falcão, 2018). Effective communication strategies help
marketing department to establish good relation with customers. Managers critically evaluate and
needs and desire of their potential buyers and effectively utilize that information to satisfy
customers demand. On the basis of their observation Hilton hotel has organised special events
like summers and winter tours, sports events, singing concerts, etc. financial department measure
and compare revenue and cost of organisation and plan appropriate budget.
Cox and king is among the leading tour organiser of UK; they offer variety of services to
customers. This organisation is currently operating in more than 22 countries across the world.
Business has established positive image with the help systematically organised business
structure. In order to communicate information C&K follow proper hierarchy system, from
superior to subordinates (Mihalčová, Galloand Pružinský, 2017). It focuses on planning of
events in different countries and organising events like destination holiday, sports events, etc.
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TASK 2
2.1 Significance of effective quality system in tour management operations
Tour operators perform all important functions of resort management, it establishes good
and strong relation with customers. Manager of Hilton Resort critically evaluate demands and
requirement of customers in order to gain competitive advantage. Management can evaluate and
compare performance of its workers by using quality services. This will improve productivity
and performance level of employees. Thomas Cook implement qualitative approaches gain
global exposure (Zillmann, 2015). Organisation considers customer's demand and expectation
before designing holiday package.
Thomas and Cook follow various qualitative aspects like health and safety, audits and
checks to increase productivity. It is legal responsibility of organisation to look after safety and
security of its customers. Organisation train managers to deal with irregularities which will arise
because of accidents.
Thomas Cook implement SERVQUALRATER model to achieve its goals and objectives.
This model identifies requirement consumers in the global market and uses that information to
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Illustration 1: Standard Organizational Structure
Source: (Resort management structure, 2017)

fulfil their demands. There are five key aspects which are considered important from point view
of customers. This model helps in differentiating between expectations of different types of
customers on the basis of gathered information. Major parameters for ascertaining the quality of
product are as follows.
Reliability: this aspects help company to develop services which, is beneficial for both
customers and organisation (Kangcai, Miaoand Xuehong, 2015). Managers draft policies and
plans in which higher authorities can easily rely and trust. Hilton hotel deliver quality services,
due to which business entity has able to gain customer loyalty.
Assurance: Thomas Cook renders exotic services in order to establish strong and effective
relation with their valuable services. Managers with impressive communication skills garb
attention of consumers towards new offers and packages, this will help business in capturing
global market. Managers have ability to develop trust among its customers and guest.
Tangible: management of resort is a complex and lengthy process, facilities like infrastructure,
equipment, and machines play important role in this procedure. In order to expand operation in
Havana, Hilton Hotel is planning to have office in central market which will grab attention of
buyers from all over the world.
Empathy: Thomas Cook designs their services according to customer’s requirement. To achieve
goal mentioned above company critically evaluate taste and preferences and implement
strategies to satisfy such demands. `Responsiveness: Hilton hotel give quick response to
changing business environment, to do so they have established effective digital structure
(Hongxia, 2017). For example, they provide online booking facilities to customers.
Thomas Cook provides customers high quality of services with the help of this model.
These help in establishing positive relation with customers and avoid conflicts and legal issues.
2.2 effective quality system has resulted in positive impact on operation of resort management
Quality system has become compulsory phenomenon for business in order to accomplish
their goals. Rendering of good services will increase customer’s base and increase overall
profitability of the business. More over Hilton is getting worldwide exposure within limited time
frame. In order to generate quality services company has implemented Total Quality Method.
This is an effective tool used by management to achieve high quality result in this competitive
world.
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TQM is an integrated and effective tool which helps business to establish quality system
to enhance overall productivity and profitability of the business. Manager of resort is responsible
to look after safety and security of customer's. Management assure that organisation is
complying with law that deals with safety and security of employee (Clark, 2018). Quality
system has helped Hilton resort to retain its employees. In order to attain success, it is significant
to maintain powerful coordination and cooperation between employees. Total quality
management influenced management to compliance with legal procedure, to gain competitive
advantage. It reduces cost of operation and increase overall profitability, leading to economise of
scale. Company can establish good and exotic brand image with the help of this technique.
Quality system has positive impact on overall operations of resort management, it helps
in delivering good products and services to customers, without increasing cost. It helps
employees in developing sense of commitment and brand loyalty. Hilton hotel has limited
liability for goods and services, it highlights safety and regulation of resort (De Bruijnand Ten
Heuvelhof, 2018). It prevents management from entering into illegal contract with potential
buyers.
TASK 3
3.1 Analysing and evaluating range of incidents that affect health and safety of consumers and
workers in resort management
Resort management is among the fastest growing business in hospitality sector. Main
objective of business is to offer quality products and services to consumers in order build strong
relation. Organisation can expand its operations all round the world by making customers
satisfied with offers. To establish fascinating brand image globally, Hilton resort render
luxurious facilities along with entertainment activities. There are various challenges and issues
which come across in establishing of successful business. According to present case Thomas
Cook deals with various issues related to selling holiday packages to Havana (Arachchiand et.al.,
2016). Caribbean island has mind blowing natural view along with vibrant surroundings but risk
associated with starting new business is quiet high. There are huge incidents which can take
place while carrying out resort management operations in said country. Some major incidents,
which are likely to incur in Havana are given below.
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Natural incidence: this is an unavoidable and uncontrollable incident that has direct impact on
resort management activities. Country has high probability of hurricanes, floods and earthquakes
because it is situated around coastal areas of Caribbean island. Company cannot implement any
effective measures to control them, as this incidence is uncontrollable. Tour operators have
significant impact on overall growth and development of resort management operations. People
will avoid travelling to such places because hazardous incident develop sense of fear among
them. Therefore,
Medical incidents: it consists of problems related to food or dispersal of some specific disease
Havana is situated in Caribbean, that's why business has high chances of accidents. one of the
biggest example of medical consequences is SARS which, has led to high level of economic
disaster. This has created negative impact on overall economy of the country and there by
affecting operations of resort management.
Economic issues: economic instability has direct impact of business activities. Increase in
inflation rate has created negative impact on the tour management because prices are very high
and people cannot afford to purchase services (Niu,Wang, Yin and Niu, 2016).
3.2 Evaluating the procedures to be implemented by a tour operator to deal with the situation
Natural incidence: Thomas Cook can conduct advance study of such consequences and prepare
in advance for uncertain events and mishaps (Doppelt, 2017). Organisation have to arrange for
funds in order to deal with natural disaster.
Medical incidents: Prevalence is a measure adopted by Thomas Cook to resolve medical
problems and issues of employees and clients. Special arrangement is required to be made by
management team in an organisation in order to deal with emergency situations.
Economic issues: In order to deal with such adverse situations, organisation should assure that it
has enough resources to deal with such crises. Local authorities play crucial role in resolving all
issues related to above incidence.
3.3 Implementing procedures to deal with such incidence in compliance with UK/European
legislation
Legislation and Trade Unions provide guidelines to implement procedure in order to deal
with incidence. Thomas Cook assures that all policies and procedures are executed in efficient
way to deal with occurrences and issues. Management organise training seminars and workshop
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for employees, in order to provide them guidance to deal with such incidences. This will assure
proper safety and security of consumers and employees. Further Hilton hire trained and expert
supervisors to deal with incidence like natural, medical, transport, etc. organisation focus on
implementing appropriate rescue strategy to overcome issues and problems (Allegrezza and
et.al., 2017). It provides consumers with safety guidelines, to make them feel protected and
secured.
Above mentioned company assure that tourist is provided with safe and healthy
environment. Significant aim of the company is to meet all requirement and desire of its guest
and minimising the impact of incidences. This will help in establishing positive brand image in
corporate world. Management of crisis is referred as important responsibility of tour operator to
provide comfortable stay to tourist.
Trade associations and governing bodies play crucial role in managing and controlling
incidents in the country. ABTA and CAA provide guidelines for understanding requirement of
tourist and implement various measures to meet up the desire.
 Civil Aviation Authority which is known as CAA is bases on United Kingdom trade
unions. It helps organisation to look after safety and security of the travellers as well as of
employees working in the business. It offers variety of services which make for people to
compare and measure value of money being spend in tour (Ali, Hussain and Ryu, 2017).
It assures that management look after safety of their potential buyers and possesses
regular flights in order to deliver best outcomes.
 ABTA is another institution which, provide safety measures to travellers while planning
for trip. It deals with providing safety and health measures associated with industry
norms and standards. It provides protective cover to money of customer's and measures
to deal with atrocious incidents.
 IAEM (International Association of Emergency Managers) is an association dealing with
emergency situations. Management of disaster is responsibility of organisation, they
rescue and provide relief to people suffering with above problems. Main aim is to protect
and provide guidelines to people during emergencies.
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CONCLUSION
Form the above project, it can be concluded that Thomas Cook focus on implementing
management practices in order to coordinate with resort management operations. Integrated
infrastructure of Hilton group makes their guest feel comfortable and relaxed. Further different
types of resort management structure like functional, services are examined to deliver quality
services to their customer's. Quality systems help in minimising cost of operation and
maximizing overall profitability of business. TQM is an integrated and effective tool which
helps business to establish quality system to enhance overall productivity and profitability of the
business.
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REFERENCES
Books and Journals
Ahram, T.Z. and Falcão, C. eds., 2018. Advances in Usability, User Experience and Assistive
Technology: Proceedings of the AHFE 2018 International Conferences on Usability &
User Experience and Human Factors and Assistive Technology, Held on July 21–25,
2018, in Loews Sapphire Falls Resort at Universal Studios, Orlando, Florida, USA (Vol.
794). Springer.
Ali, F., Hussain, K. and Ryu, K., 2017. Resort hotel service performance (RESERVE)–an
instrument to measure tourists’ perceived service performance of resort hotels. Journal of
Travel & Tourism Marketing .34(4). pp.556-569.
Allegrezza, M. and et.al., 2017. Effect of snowpack management on grassland biodiversity and
soil properties at a ski resort in the Mediterranean basin (central Italy). Plant Biosystems-
An International Journal Dealing with all Aspects of Plant Biology .151(6). pp.1101-1110.
Arachchi, R.S.S.W. and et.al., 2016. An hoteliers perspective analysis of eco-resort concept: a
study of Sri Lankan eco resorts. Tourism, Leisure and Global Change, 3, pp.141-152.
Ayaz, H. and Mazur, L. eds., 2018. Advances in Neuroergonomics and Cognitive Engineering:
Proceedings of the AHFE 2018 International Conference on Neuroergonomics and
Cognitive Engineering, July 21–25, 2018, Loews Sapphire Falls Resort at Universal
Studios, Orlando, Florida USA (Vol. 775). Springer.
Clark, J.R., 2018. Coastal zone management handbook. CRC press.
De Bruijn, H. and Ten Heuvelhof, E., 2018. Management in networks. Routledge.
Doppelt, B., 2017. Leading change toward sustainability: A change-management guide for
business, government and civil society. Routledge.
Fukuda, S. ed., 2018 Advances in Affective and Pleasurable Design: Proceedings of the AHFE
2018 International Conference on Affective and Pleasurable Design, July 21-25, 2018,
Loews Sapphire Falls Resort at Universal Studios, Orlando, Florida, USA (Vol. 774).
Springer.
Hongxia, L., 2017. Establishment and Maintenance of Grass Skiing Resort Turf Based on
Climatic Characteristics of Western Sichuan. Journal of Landscape Research .9(6). pp.4-6.
Kangcai, N., Miao, Y. and Xuehong, Z., 2015. Graded Landscape Resort Preservation Planning
Based On The Evaluation Of Landscape Sensitivity And Land Use Fitness. Planners, 2,
p.025.
Mihalčová, B., Gallo, P. and Pružinský, M., 2017. Measurement of Company Performance in a
Health Resort in Slovakia taken as an Example. Quality-Access to Success .18(158).
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Niu, Y., Wang, C.L., Yin, S. and Niu, Y., 2016. How do destination management organization-
led postings facilitate word-of-mouth communications in online tourist communities? A
content analysis of China’s 5A-class tourist resort websites. Journal of Travel & Tourism
Marketing .33(7). pp.929-948.
Zillmann, D., 2015. . MOOD MANAGEMENT: USING ENTERTAINMENT TO FULL
ADVANTAGE. In Communication, Social Cognition, and Affect (PLE: Emotion)(pp. 163-
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Online
Resort management structure. 2017. [online]. Accessed through; <https://jis.gov.jm/resort-
management-units-established/>
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