Resort Operations Management Structure

RESORT OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1...........................................................................................................................................2
1.1 Functions of resort operation management....................................................................2
1.2 The Structure of the resort offices of tour operators......................................................4
TASK 2.................................................................................................................................6
2.1 Impact of effective quality system on legal and conflict situations.................................6
1. No reservations and Zero Vacancies...............................................................................7
2.2 Impact of quality systems implemented by tour operator on operations of resort.........8
TASK 3...........................................................................................................................................9
3.1 Incidents that impact the dealing of a resort...................................................................9
3.2 The procedures to deal with different incidents............................................................10
3.3 Procedures for link with guidelines of trade associations and government bodies......11
REFERENCES............................................................................................................................12

INTRODUCTION
In today's world, the competition is very high in every aspect of a country's
economy. Millennials are majorly influenced towards travel and tourism sector. They
wish to visit places as per their own accord and also, want the services that are
delivered to them as per their own choice and preferences. The organisations that
function to provide travel and tourism services to these individuals are called tour
operators (Nunkoo, Gursoy and Ramkissoon, 2013). Tour and travel agencies combine the
travelling locations and the experience of tourism together to develop a tour or holiday
package. They take assistance from a number of service providers to deliver quality
services to customers along with ensuring that these tourists derive maximum
satisfaction. This helps them in ensuring their sustenance in market, thereby increasing
their stake in market and improving their brand name and position in industry. They
possess widespread knowledge about the places established in other countries and
they can easily manage the trip for customers in other places.
TUI is one of the most well renowned tour and travel agency that delivers best
class service to customers at reasonable prices. Tourist Union International or more
commonly known as TUI is a multinational travel and tourist company headquartered in
Hanover and Germany. It runs hotels, travel agencies, airlines, cruise ships and retail
stores under its own name.
Indian ocean, especially Mauritius is one of the most beautiful places of the world
to visit. Indian Ocean is the third largest ocean division and large number of people are
willing to experience a tour there. TUI provide best resort management service to their
customers and people are always ready to avail the services delivered by the company.
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TASK 1
1.1 Functions of resort operation management
Tour and Travel agencies have to tie with a number of service providers including hotels
to ensure that they deliver quality services to their customers and to attain maximum satisfaction
from them. Various hotels and resorts are available in Indian Ocean, particularly Mauritius. Tour
and travel operators enter into agreements with these hotels to manage and provide facilities to
tourists. Some of the major hotels and resorts in portfolio for TUI in Mauritius include Sensimar
Lagoon Mauritius, Riu Creole, Riu Le Morne, Lux Le Morne etc. TUI operates in coordination
with these resorts to make sure that tourists have a comfortable stay in Mauritius and also
deliver services with an aim to retain these customers for a longer time. Company along with the
help of these resorts provides accommodation facilities to consumers and also, at times, render
entertainment and support services. TUI, being a well renowned tour operator has certain
functions in respect of resort management which are explained below:-
 Coordination with suppliers and corporate clients: Company along with the resort
management makes sure that all the necessary inventories and services are provided by
suppliers within time so that customers can avail the benefits of these and have a
supreme experience. Also, TUI makes sure that no delay is caused in terms of provision
of any product or service which helps the company in retaining the customers and their
families for a long period of time. By providing amenities that are beyond the
expectations of tourists, company aims at gaining widespread acceptability and
increasing their name and position in market. Also, company takes regular feedbacks
from corporate clients to gain knowledge about any shortcoming in the services being
provided at resorts.
 Compliance with legal and statutory requirements: Top management of entity has to
make sure that all the necessary rules and guidelines provided by law in relation to
resort operation and provision of services are being followed. Also, it is required that the
legal requirements related to food and safety of consumers are ascertained and
complied with by the company.
 Health and Safety laws: There are various rules and regulations that are made in
relation to food, sanitation, security and living conditions of customers in resorts and
hotels. Company has to make sure that it abides by all the requirements of Health and
Safety Act, 1974 to maintain its sustainability in industry. This can take place only when
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all the related guidelines are made clear to the employees of resort and strict adherence
to these are ensured by hotel as well as TUI.
 Fulfilment of the various contracts: The legal team of company has to ensure that all
the necessary agreements and contracts entered in by the company are concise and
clearly specified to the staff members (Nunkoo, Gursoy and Ramkissoon, 2013). Also,
the employees working at the resort have to be paid well in accordance with the Labour
Laws and statutory requirements imposed by government.
 Operational Efficiency: TUI along with the resort management has to make sure that
all the operations being carried out by the workforce are conducted professionally. The
quality of services rendered by resort has to be in accordance with the requirements and
preferences of customers. The management of resorts and hotels regularly monitor and
evaluate the performance of employees and make sure that they are equipped with the
required skills and competence.
 Meeting proposals and other requirements: Top management makes sure that the
cost of holiday or tour packages offered are in accordance with the rates being charged
by competitors in industry. Also, company gains an insight into the behaviour of
customers and market and thus, decides an effective price keeping in consideration the
timely delivery of services offered.
BASIS Sensimar Lagoon Mauritius Lux Le Morne
Operations Sensimar Lagoon Mauritius is a
luxury hotel situated on the
northern side of island which offers
exclusive services and 182 rooms
for accommodation.
It is a 5 star hotel offering high quality
services along with entertainment
activities like water sports and land
activities at an extra charge.
Front Office With excellent staff and well
behaved housekeeping
employees, the hotel is successful
in gaining the attention of tourists.
Being a 5 star hotel, the top
management of hotel ensures that all
the services offered by hotel are of
elite class and do not cause any
problem to customers.
Housekeeping
and Maintenance
All the rooms available in the hotel
are properly cleaned and well
maintained to give comfortable
The resort has 149 luxurious rooms
and suites with heart warming sea
views to delight the customers. Also,
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stay to customers. the room are4 properly maintained
with house keeping facilities always on
hand.
Marketing Top management engages in
online promotion of hotel on
company's website along with
using social media and other e-
marketing tools.
Resort offers the option of online
booking of rooms by way of website
and using social media to market its
operations.
Customer
services
There are 182 rooms available in
the hotel to suit the needs of
customers and deliver luxurious
and high quality services.
Customers have the choice to select
from different types of rooms like
Superior Rooms, Junior suites,
Honeymoon Suites, Prestige Junior
Suites and Ocean Junior Suites.
Food& Beverage Hotel comprises of 4 restaurants
which offer variety of flavours and
tastes which acts like an invitation
to the people visiting the island.
The resort has LUX restaurants which
are known for their exceptional dining
experience and delicious flavours with
all the tastes and textures that the
island offers.
Administrative &
Finance
The resort has all those facilities
that makes it a luxury
accommodation hotel, thus, the
finances are accordingly managed
by the authority of hotel.
It is a 5-Star hotel, thus all the services
are elite class and a huge finance is
needed by management to maintain
these services.
Handling of Tour
Operators
Unless the business is already well
establishes, t is difficult for resorts
to attract customers. Thus, they
take help from tour operators and
reach a wide base of audience to
increase their sales.
Being a famous hotel, it is easier for
them to attract agents and develop
effective relationship with them so as
to gain the advantage of large
audience that tour operators daily
come in contact with.
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1.2 The Structure of the resort offices of tour operators
In tourism industry, there are various types of tour operators that provide a wide range of
services to customers to ensure that they have a supreme experience. The types of tour
operators that function within the tourism industry are:-
Operators in tourism sectors: There are various tour and travel agencies that combine
the demands and preferences of customers and travelling experience into a holiday or
tour package for tourists all across the globe (Coghlan, 2012). TUI is also a specialist
operator that provide tour packages to customers with the option of customisation so
that tourists can modify the package according to their choice of tour locations, sight-
seeing places, hotels etc. Also, company uses social media tools to communicate the
details of some attractive and captivating holiday offers to their royal or regular
customers.
Wholesale tour operator: These are the tour operators that functions as mediators
between customers and suppliers of service providers in market. They render facilities
related to reservations and products to customers. TUI owns a number of hotels in
Mauritius to deliver high class services to the customers and avail maximum benefit of
the satisfaction derived by them. Also, the company provides services only in
accordance with the availability of these with the entity.
Special tour operator: These are those operators that deal in the niche market of social
club and emphasize upon providing services related to leisure, entertainment and fun.
These do not operate for the purpose of money making and are just focussed on a
selected group of individuals. TUI also appoints certain special operators and take their
assistance to deliver services in a way that customers enjoy a comfortable stay.
Machine operators: These are the service providers that provide products of basic
necessity to customers like food and accommodation. TUI is a well renowned company
that possess its own manufacturing unit and thus manufactures a wide range of food
products and services that are required by the customers. Every customer during the trip
wants hygienic and delicious food and thus, they focus upon this area largely.
Forklift operator: Some well renowned and famous tour and travel agencies also
provide some additional benefits to customers in relation to their security (Gill and
Williams, 2014). TUI also recognise the need of these and thus provide facilities like
medical aid, insurance, license and passport services to customers. By providing health
products and assistance to tourists, they ensure good health and security of customers
at all the times.
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Indian ocean is one of the most famous tourist places across the globe. It is covered by
water which makes it captivating for the customers an influence them to visit the place. Tour and
travel agencies along with resort and hotels offers a package that tempts the customers to avail
the services being offered by the company. They spend huge amount to ensure that customers
have a lavish experience with high quality services. This is aimed at building and imrpovimg
their brand image and position in market.
TASK 2
2.1 Impact of effective quality system on legal and conflict situations
In order to attract new customers and retain old ones, it is imperative that the quality
system and processes are effectively carried out in resorts. Top management of resorts ensure
that high quality and best class services are offered to customers so that they can have a lavish
experience that gives them maximum satisfaction and fulfils all their expectations. By providing
high living standards to customers, they maintain their stake in market and also improve their
brand position simultaneously. Quality system ascertains and analyses the processes, system
and practices adopted by the resort management and measures if they match the standards set
by law. In order to increase business revenue and sales, quality component has to be
considered by the management. Furthermore, majority of resorts are now adopting various
quality systems and mechanisms that keep a check on each and every step and process
followed by company. Resorts make use of Six Sigma and Total Quality Management in
business operations so as to ensure that the errors in services delivered are negligent. The
quality systems and processes are carried out by way of several checklists and audit schedules
which are explained below:
Checklist on Technical Services: This includes the attributes in relation to various
technical devices, tools and equipments being utilised by the management of resorts
(Hallmann and et. al., 2012). Such devices are AC, DC and other technical tools and
equipments like refrigeration plants.
Checklist on Internal and External Security: This helps in keeping track of the
security of customers in resort. These would include areas pertaining to hazardous
incidents, accidents and other security related issues that may take place within the
premises of resort.
Checklist for Housekeeping: This include components like common area, floor, rooms,
terrace and sanitation. Proper maintenance and cleaning of all these processes need to
be ensured by the resort management at all times.
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Checklist for entering an agreement with vendor or supplier: There are set norms
and standards that ned to be considered by the managers of resort while entering a new
agreement with any supplier (Van Vuuren and Slabbert, 2012). They need to follow
certain practices so that they can be registered to provide services to resorts coming
under TUI Group.
Checklist for other departments: The other departments and units that are a part of
resort staff have their own checklist and quality measures that need to be followed by
them.
For instance, Sensimar Lagoon Mauritius handles various conflicts faced by them in an
effective manner. The conflicts faced by them along with their way of handling is described
below:-
1. No reservations and Zero Vacancies
For instance, if a guest asks for a room and the hotel does not have any vacancy, it
often becomes a matter of conflict between customer and hotel management. In such if the
guest does not have any reservations priorly made and he consistently insists upon getting a
room in resort, top management rapidly develop solutions to such problems. Sensimar Lagoon
often makes arrangement for the guest in any lodge nearby with same costing so as not to harm
the retention of guests.
2. Conflicts between customers and staff
Many complaints can be received from guests directed towards the managers of hotels
for issues like delayed customer service. Also, there may be conflicts regarding staff
inpromptness to any of the services promised at the time of booking. To deal with this resort
manager provides training to employees so that they can develop the skills to handle such
situations well.
3. Room Woes
Conflicts may also arise between the guests and hotel staff regarding the improper
maintenance of rooms. This is handled by the resort management by providing quick services to
guests so that they do not get disappointed and guests can be retained for future.
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Along with this, the resort management ensures that evaluation by managers as well as
feedbacks by customers are being carried out so that services can easily be improved for future
purposes. By ensuring that all the guidelines and laws in relation to quality of services being
offered are adhered, company seeks at avoiding any legal or statutory conflict that may arise in
future due to quality quotient.
Besides this, TUI will ensure quality within the resort in the below mentioned ways:
 Proper and timely communication of the time of arrival and departure of customers to the
resort management.
 Prior discussion is done with the resort manager about the travel itinerary along with the
tour or holiday package offered to the customer and its cost so as to avoid any conflicts
in future.
 Taking regular feedbacks from customers or other corporate professionals and partners
in this sector to gain knowledge about the quality of services being offered to tourists.
This is done with the aim to bring about improvements in processes, if deemed to be
required.
2.2 Impact of quality systems implemented by tour operator on operations of resort
Quality refers to that attribute which deals with the efficiency and the effectiveness of
processes, systems and practices adopted by management of an entity. Standards for
maintaining the quality of amenities offered to people need to be followed by the resort
management. TUI ensures that all the legal and statutory requirements are being complied by
the resort so that no conflict arises in future. Also, the tour operator makes sure that Six Sigma
and Total Quality Management measures are being undertaken within resort (Theobald, 2012).
These processes help in reducing the probability of errors in the operations. Also, processes,
activities and practices followed by resort are matched with the checklist and audits to find out
deviations from required performance. When functioning systems are maintained properly, then
the quality automatically gets enhanced as a result of which the service itself gets improvised
and admired by tourists. The advantages of complying with effective quality systems on
operation of resort are as follows:-
Improvement in Services: When systems and processes carried out by resorts are
regularly analysed, audited and monitored on the basis of quality, it enhances the existing level
of quality being offered in terms of services to customers. This reflects maximum satisfaction to
users of services and helps in retaining these individuals for future.
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Higher Revenue and business: By ensuring compliance with the quality measures and
systems within the premises of resort, enterprise is able to render maximum satisfaction and
also look at increase in generation of revenue for business (Ali and Omar, 2014). Also, this
helps the resort to find opportunities for growth and expansion of its operation across various
parts of the globe. Also, a high position of resort in industry would imply high employee as well
as customer retention.
TASK 3
3.1 Incidents that impact the dealing of a resort
There are various incidents that are common in occurrence in any organisation which is
associated with resorts and hotels. Incidents are those issues or conflicts which may arise due
to customers or any statutory body and mainly impacts the environment of resort (Boretti,
2013). In order to overcome these challenges, entities belonging to resort industry make some
action or mitigation plans so that these issues do not largely hamper the operation of resort.
Some of these incidents may include medical problems, natural problems, political incidents,
accommodation issues and transit incidents which are briefly explained below:-
Natural incidents: These are the factors which are beyond the control of human
behaviour and power. These include the situations that occur naturally like earthquake, tornado,
fire, floods, droughts, tidal incidents etc. Such natural environmental conditions largely affect the
operations of resorts as they may cause loss of life, inventory or other valuable assets of
company that are necessary for carrying out its operations. This issues are mainly faced by the
resorts which are situated in those geographical locations which have seas and oceans present
nearby.
Transit incidents: These are those incidents that take place at the time of execution of
the trip. Travel and tour agencies make use of a suitable mode of transport for the transportation
of people from one place to another. During the implementation of this, sometimes an incident
may occur like hijack, crashes, accident etc. which may cause harm to the tourists (Flognfeldt
and Tjørve, 2013). In case of nay harm being caused to any of the tourists during the trip, it
affects the environment of resort. Also, this can sometimes bring bad image to company and
impact the business of resort adversely in future. Thus, TUI use safety tools at the time of travel
and also provide training aid to customers which may help them at the time of any injury.
Medical problems: These are the incidents that do not generally occur in the normality
of business operations. But this may affect the environment of resort along with hampering the
operations of business. These medical issues generally arise in areas like food and beverages,
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changes in weather, pollution or any other heredity situation. These issues can create adverse
situations like food poisoning, cholera, typhoid, malaria or any other medical issue. Due to this
reason, the rate of tourists falls down and this will result in loss of business for the resort.
Political issues: These are the situations that arise due to the government of any
country. This may happen due to changes in rules, regulations and policies set by government.
To combat this, TUI follow all the policies made by statute and government laws along with
working as per the rules of the country. The changes in policies of government may sometimes
benefit the operations of resort but most of the times, the changes cause an adverse impact on
the environment of resort.
Accommodation issues: This is the basic need of every individual that agrees to be a
part of the holiday or tour package. Every visitor wants better and comfortable living during their
stay at resort. To ensure this, resorts are focused upon providing best class living facilities to the
customers. Also, during the peak seasons, when the business is experiencing a boom and
rooms are not usually vacant, customers can face issues related to non availability of rooms in
resort (Medlik, 2016). This may adversely impact the environment of resort along with damaging
the brand name and corporate position of business in industry.
The above mentioned incidents affect the environment as well as operations of the
resort and can even result in conflicts in functioning of the system. Thus, these need to be
managed well by the management of resort so as to ensure its sustainability.
3.2 The procedures to deal with different incidents
An entity can undertake various ways to deal with the incidents that occur within or
outside the premises of resort but affect their customers largely. The incidents which occurs in
TUI group are related to the passenger and other operational incidents during the transit. A
company has to make an action plan to deal with the incidents that occurs during the tour to
improve the operations and build a positive image of company among the customers.
Company implements the following processes to deal with these problems:-
Identifying the area where the incident occurs: These are the areas or fields where
the incident generally arises during the tour. These areas need to be ascertained by the
company and tackled well to deal with the situation.
Developing the information related to it: After the incident is ascertained, the next
step taken by company is to obtain the relevant information related to that incident. The
information collected includes the data like why it occurs, what would be the reason of its
occurrence, what are the problems which may occur as a result of it (Jaafar and Maideen,
2012). For example- a customer is not satisfied with the operations of entity and wants to sue
10

the company, in such situation, the company should satisfy him by rendering suitable services
that match his choice and preferences along with his demand.
Ascertaining the solutions for that incident: After the complete study of the incident,
company should develop the possible solution for that situation so that it may cause least harm
to the company's image and its operations.
Creating a plan to implement the solution: The solution should be used as a basis to
develop the plan so as to rectify that incident. This will help the company to reach from the
current situation to the desired situation where the incident will be dealt with.
3.3 Procedures for link with guidelines of trade associations and government bodies
The tour operators and resort management are required to abide by EU and UK laws
and regulations while implementing the procedures. EU Package Travel Directive is a regulation
made to be complied with while designing and developing holiday packages. This law was
incorporated into UK law in the year 1992. This clearly specifies the roles and responsibilities of
tour operators with respect to holiday packages promoted and sold by them. The law was made
to protect the rights of tourists who get involved with resorts or other essential service provider
of tour package.
Also, the procedures implemented by resorts and tour operators must comply with
guidelines of trade associations and government bodies. Foreign and commonwealth officer
would be having their role in such incidents wherein emergency telephone number would be
available in order to report extreme cases (Minns and Wallis, 2012). Also, foreign officer would
suggest whether it is safe to travel or not and the staff maintained by foreign officer would be
highly efficient to develop solution for the problems faced by customers. Financial support would
also be provided by foreign officer. Also, the resort management system provide training to staff
of every department so that if any issue and problem arise, it can be handled well.
CONCLUSION
As per the above report, it has been concluded that travel and tour agencies follow
customer centred approach and are mainly focused upon fulfilling the need and preferences of
customers. Also, it has been observed that every entity has to follow certain rules and policies
set by government and law to ensure its sustenance in market. Also, resort management has to
implement an effective quality system so that the quality of services offered to tourists is
ensured. Also, company take measures to deal with various natural incidents, medical issues,
political and accommodation issues that affect the environment and operations of resort.
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REFERENCES
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Gill, A. M. and Williams, P. W., 2014. Mindful deviation in creating a governance path towards
sustainability in resort destinations. Tourism Geographies. 16(4). pp.546-562.
Van Vuuren, C. and Slabbert, E., 2012. Travel motivations and behaviour of tourists to a South
African resort. Tourism & Management Studies, pp.295-304.
Hallmann, K. and et. al., 2012. Suppliers' perception of destination competitiveness in a winter
sport resort. Tourism Review. 67(2). pp.13-21.
Ali, F. and Omar, R., 2014. Determinants of customer experience and resulting satisfaction and
revisit intentions: PLS-SEM approach towards Malaysian resort hotels. Asia-Pacific
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Theobald, W. F. ed., 2012. Global tourism. Routledge.
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adaptation options for coastal resort cities: A qualitative assessment from the Gold
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Available online 18 April 2012. Ocean & coastal management. 78. pp.132-135.
Flognfeldt, T. and Tjørve, E., 2013. The shift from hotels and lodges to second-home villages in
mountain-resort accommodation. Scandinavian Journal of Hospitality and
Tourism, 13(4), pp.332-352.
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Medlik, S. ed., 2016. Managing tourism. Elsevier.
Jaafar, M. and Maideen, S. A., 2012. Ecotourism-related products and activities, and the
economic sustainability of small and medium island chalets. Tourism
Management. 33(3). pp.683-691.
Minns, C. and Wallis, P., 2012. Rules and reality: quantifying the practice of apprenticeship in
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