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Resort Operations Management Assignment - Audley Travel

Added on - 23 Nov 2020

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Resort OperationsManagement
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1: Functions of resort operation management..........................................................................11.2: Structure of resort offices of different types of tour operators............................................2TASK 2............................................................................................................................................42.1: Effective quality system and procedure affect legal and conflict situations........................42.2: Impact of quality systems and procedures implemented.....................................................4TASK 3............................................................................................................................................53.1: Incidents that affect the operations of a resort.....................................................................53.2: Procedures to be implemented by tour operator to deal with different incidents................63.3: Procedures to be implemented by tour operator link with guidelines of trade associationsand government bodies...............................................................................................................7CONCLUSION................................................................................................................................8REFERENCES................................................................................................................................9
INTRODUCTIONTour operation management industry is one the growing industry due to havingmaximum number of customers who are looking for attractive packages of services for whichdetails pertaining to destinations, events, transportations medium and other aspects. Theyinfluences the decision-making behaviour of tourist regarding choosing of desired destination byoffering them wide available services with an attractive packages. The present assignment isbased on Audley Travel which is UK-based travel company whose headquartered is in London,Boston (Overview of Audley travel,2018). It is engaged in packaging and selling of holidays tothe the tropical Islands such as Jamaica, Sri Lanka etc. The project includes the functions ofresort operation management along with the structure of resort offices of different types of touroperators. The project also discusses the effective quality system and procedures affecting algaland conflict situations. In addition with this, analyses of incidents affecting the operations of aresort and procedures to deal with different incidents are briefly discussed under this report.TASK 11.1: Functions of resort operation managementThere are so many resorts which have tie up with Audley Travels and specially dealsJamaica and Sri- Lanka and tropical Islands in order to efficiently work their tour services. Thereare some of the resorts in portfolio in Audley which offers their services in Sri- Lanka andJamaica. These are: Kanky Rivers Edge Nature Resort, Santani Resorts and Spa and Green ViewHoliday Resorts, Beaches Negril Resorts & Spa, Grand Palladium Jamaica Resorts and Spawhich linked up to the Audley Travels. There are so many set of responsibilities’ &accountabilities such as handling consumer and suppliers, handling legal activities whichspecially handles by the operation managers. The main role of operation managers is to emergean agreement with suppliers and consumers of the organization. Tour operators provides thetransportation services not only from the one destination but also from destination to hotel.Consumers service parameter will cover before and after visit service support, services on siteand increasing consumer satisfaction via consumer survey. Room allocation is being establishedinto consumer needs and customization in done.For handling an appropriate communication, this is mandatory that the tour operators arerequired to have command over diverse languages henceforth, they could easily deal with the1
consumers and suppliers which belongs from diverse countries. Reservations is needed in orderto know the know the convenience date so that the consumers’ availability can be checked. Touroperators provides services to the consumers after keeping in mind their comforts. For instance,if any person is rich and ready to spend money as per the comfort then operator manager wouldhave to provide services as per his or her comfort. This is the responsibility of the tour operatormanagers for managing the good co-ordination with resorts henceforth, the consumer satisfactioncould be increased by offering an effective service to them.Resort operation functions will cover health and safety legislations, agreements and localrules and regulations which are related to certain destinations which are visited by theconsumers. There is a responsibilities of tour operators to know about the health and safetyrelated rules and regulations which are only applicable to the resorts operations. These rules andregulations are: health and safety at work 1974, contract provision of service, local laws, profitmargins and data protection etc. Audley Travels is accountable for ensuring health and safety atworkplace along with their own security at the time of working with the organization. Accidentrecovery process must be known by the employees for handling any kind of emergency situation.Resort manager is required to investigate the procedure for health and safety and in thiscase, suppliers’ health and safety process are not satisfactory then they must fix their issues.Employment contract will require to fix with the permanent employees while terms andconditions must be negotiated. Formal agreement made between tour operator and resortmanager for blocking the rooms for the tourists. Local laws and currency prices likewise requiresto be adopted by tour operators at the time of developing tour operator services for tourists.1.2: Structure of resort offices of different types of tour operatorsIn travel and tourist agencies, there are number of operators exist who are engaged inproviding multiple number of services to the tourists. These tour operators are briefly describedas under:Operators in tourism sectors:Some large agencies put their efforts in merging holidayspackages in order to offer extra benefits to the tourists desired to visit at different nations.Audley Travel renders multiple number of holidays packages according to the budget andpreferences of the customers. They can combine the packages containing additionally benefits tothe customers after collecting feedbacks and suggestions from their regular or loyal customersusing social media as a platform(Bowdin and et. al., 2012).2
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