Resort Operations Management

This report explores resort operations management, focusing on Hilton Hotels & Resorts. It examines key functions like tour operator coordination, customer service, and health & safety protocols. The report also analyzes the effectiveness of Hilton's quality management system and explores relevant UK health and safety laws.

Resort
Operations
Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
A. Functions of resort operations................................................................................................3
B. types of tour operators............................................................................................................5
TASK 2............................................................................................................................................6
A Quality system.........................................................................................................................6
B effectiveness of quality system................................................................................................7
TASK 3............................................................................................................................................8
A. Health and Safety in Hospitality Industry..............................................................................8
B Law of health and Safety in UK............................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Resort management is categorised under hospitality history in which mangers deals with
resort operations. Maintenance of services that are provided by resort and handling the activities
in efficient manner are operations of resort. Health and safety in the work place for both
employees and guest is the responsibility of the management. Their role in the safety and
security is to provide enough resources and guidelines to the builder and labour to use correct
technique and methods to ensure the infrastructure safe for all people. Quality of service is an
important factor in a view of customer satisfaction. Present study lay emphases on Hilton hotels
& resorts. It operates globally and provide full service of hotels and resorts. It was founded in
1919 by Conrad Hilton. There are approx more than 570 hotels present in world. Its headquarter
is in McLean, U.S. This report is about resort operations management in which different
functions of resort will be discussed. It also outlines the quality system used in Hotel Hilton and
also frames the importance of quality system in resorts. Health and safety law will be discussed
to make customer satisfied.
TASK 1
Company overview
Hilton hotels & resorts is a biggest brand which provides service of hotels and resorts. It
operates globally. There are approximately more than 570 hotels present all over the world. Its
headquarter is in McLean, Virginia, U.S. It was founded by Conrad Hilton on May 31, 1919. It
operates in 85 countries. Its process, infrastructure, property managed by independent operators.
A. Functions of resort operations
Resort Hilton has existence all over the world and it manages its management
efficiently. Hilton has its presence over Caribbean Sea and employees are engages their work to
provide efficient service to customers. Resort operations deals with increase in profitability and
productivity of resorts. It includes the function like coordination with tour operators, make
customer satisfied with service, and maintaining health and safety laws in workplace. These
functions are categorised under resort management. Managers supervise their roles and
responsibilities in specified function and make their work performance efficient to have more
market share (Dale and Plunkett, 2017).
Coordination and handling of various tour operators

For having more profitability, Resort managers make contact with various tour operators
to have a greater number of customers. People who travel to other country contact with travel
agents to have good service in another country. Tour operators are like travel agents who make
agreement with resort mangers to have some part of profit percentage to them as well. Profit
depends on bringing number of customers (Lo, Wu and Tsai, 2015). Resort operations
management coordinates with tour operators to make customer satisfied and provide service as
per customer expectations. Handling of different tour operators in Hilton resort is main task for
managers to make them satisfied. Hilton has separate team for handling tour operators and they
are being hired to solve the queries of operators.
Customer service
This function deals with customers. Resort profitability is all depends on customer
satisfaction. From booking service to check out service is the responsibility of resort operations
managers. To give them details about the service that is provided by resort management team is
also categorised under customer service. If customer get satisfied, then they can recommend
more customers in future which indirectly increase the profitability and popularity of resort.
Loyal customer is good for any resort because for the future purpose, they can help to hide the
unnecessary things which can influence image of resort. Hilton has a customer service
department which helps customers to have advance booking at best discounted price and to solve
their queries regarding the service. Hilton resort managers also take feedback from customer to
improve the quality of service and to bring changes (Ross, 2017).
Managing health and safety laws
This function is to manage health and safety in workplace. Resort mangers have the
responsibility to take care of both employees and customers. Employees who give their best to
increase the work performance of resort need safety too. Customers which come from another
country need healthier environment. Managers have the responsibility to provide neat and clean
area for tourists and make environment hygienic. Employees of Hilton resort are insured under
health insurance which makes them trusted toward safety (Ahn and Back, 2018). Managers of
Hilton resort regularly check rooms and space that is provided to customers. Customers who are
health conscious have special need of organic food and Hilton resort managers take care of them

and check that organic food is supplied to them or not. Some legislation laws are followed by
Hilton resort to maintain health. Laws are like workplace act 1974 and workplace act 1999.
B. types of tour operators
Tour operators are agents in resident country or another country which helps customers to
get through a resort and make them satisfied with the service. Tour operators coordinates with
resort operations team to provide service as per customer demands. There are four types of tour
operators which are explained below:
Inbound tour operator
This refers to those companies which provide local accommodation facilities for tourists
that come from another country. Tourists from other places have some language issue due to
which they do not feel comfortable to have interaction with travel agency. Inbound tour operator
helps them to provide local guides to make them understand in their language (Mwesiumo and
Halpern, 2018). Inbound tour operators arrange facilities like pick up them from airport, arrange
their accommodation facilities, and make them trusted to help them whenever an emergency
occurs. Operators makes frequently their packages and provide service accordingly. Hilton resort
has efficient management practices in providing customers services at Caribbean Sea. Operators
work together to make their region promoted.
Outbound tour operator
This refers to those companies which provide packages for another country tourism. For
example, japan is selling packages for Europe or France. Non-resident tourists makes contact
with travel agents in specified country and give them details about customer and give
responsibility to provide efficient service to those customers (Rauch and et.al., 2016). This
makes easy for tourists to have service within appropriate package. Activity operators in another
country have a partnership with outbound tour operator to make customers attracted towards
them and to have competitive advantage. These types of operators active about current trend and
gains the attention of customers accordingly. Hilton resort has qualitative data style in their
management practices at Caribbean Sea to have efficient service to customers.
Speciality tour operator
These are small types of operators who are specialised about particular destination or
region. They have the responsibility of giving the best recommendations and advice to tourists
about a particular region, it can be related to particular food variety or about any famous

destination. It makes their tour best with the segmentation made by specialist tour operators.
They pass information either through promotion, advertisement either on social media or on
online platforms. Hilton resort uses team-oriented approach for speciality tour operators at
Caribbean Sea. Customers get to know about a famous region and make them excited to visit and
see that. They also arrange activities like skiing, diving, etc. for tourists to feel them enjoyable in
a particular destination (Wang and Mukherjee, 2016).
Domestic tour operator
These type of operators deals with resident tourist who travel within their own country.
They arrange facilities for transportation, sightseeing, accommodation, events and activities to
make them comfortable and to feel them enjoyable. This makes their trip best by providing good
services and make their three to four-day holiday memorable. Entertainment is another factor of
tour. So, domestic tour operators make some arranges like games and activities for their
entertainment purpose. Hilton held regular meetings at Caribbean Sea by having proper
discussions with team members.
TASK 2
A. Quality system
Quality system is the process of handling events and activities within an organisation in
improvised manner. Quality is main factor of every organisation and customers are attracted
towards the best quality at low cost (Radziwill, 2018). Customers are satisfied with good quality
service not bad quality one. Quality management system helps to maintain the quality by
regularly checking and monitoring. Quality system is achieved by managing changes. Certain
standards are followed by organisation to maintaining the quality. Standards are made by
government for organisation for taking care health of people in country. Business has aim to
achieve quality related goals (Ahn and Back, 2019).
Quality system first deals with identification process in which weak areas are analysed.
And then planning process ids compelled by managers for controlling and operating on weaker
areas. Implementation is done by full checking and monitoring of plan, then, it has the process of
measuring the effectiveness of implementing plan. Continuously monitoring is required to
maintain the quality.
Quality management system is important in resorts too. As competition is increasing
nowadays more and more. Every resort industry is expanding its market by operating globally.

This increases more production, more market share, more profit, more popularity. Quality in
customer service is also important in resort management. Customers who came in resort want
satisfaction with service from booking step to check out step. Trained employees are needed in
resort to have attractive interaction with customers and to explain them about each service
actively. Customers are always attracted towards the best quality. To take resort to high level,
quality is most important. Individual customer is important in bringing more customers. Quality
influence the profitability of organisation. Low quality, less profitability. High quality, high
profitability. Quality is checked by comparing with other service. So, resorts aim to maintain
quality to that level such that customers do not think to compare the services with other resorts
(Cetin and Yarcan, 2017).
In Hilton resort, quality system is checked by quality department managers. Every
department is monitored in terms of quality. Conflicts that are occurred in Hilton are also
categorised under quality system. Conflicts are managed by experienced persons in such a way
that no partiality occurs, and workplace is also maintained healthy. Legal standards are followed
by Hilton to make customers satisfied and trusted. Legal issues like data privacy is managed by
management authorities by having agreement with employees in written format. If any guilty
person found, legal actions can be taken against them. Queries of customers are solved wither
through face to face interaction or telephonic conversation or by mails and chats. Lastly,
feedback is taken from customers to identify weaker areas in resort. Those weaker areas are
discussed with team and make strategies to overcome that. After full planning and discussions,
process is implemented. Then, again taking feedback and repeat the process same. This process
is always being carried by Hilton resort to make a top brand resort worldwide.
B. effectiveness of quality system
Quality management system is monitored by every sector industry. Quality is managed
because profitability is depending on the service quality. Resorts have services like lodging
facility, introduces events and activities for entertainment purpose of tourists. It provides service
in every field like sports activities, food services of having meals thrice time per day. Resorts are
located on famous destination like sea, rivers, historic places, hilly mountains, beaches, etc.
quality is related with all these services.
Services are regularly checked by supervisors of Hilton resort. Food service is main
priority of customers. Providing fresh meals as per customer demand is main objective of Hilton

resort. Tourist who stay in resort for two to three days more concise about food quality. Second
term which is included is room service and make customer satisfied with having interactive
discussion. Clean environment is also categorised under quality system. Hence, Hilton resort
specially take care of rooms and space that is provided to customers and make hygienic place.
This makes customer comfortable and happy (Lozano, Arbulú and Rey-Maquieira, 2016).
This quality service helps to bring more customers in Hilton resort and in every season, it
increases publicity and productivity. Quality of service is checked by customer satisfaction and
by having positive feedback. Qualitative service brings positive outcomes and remained for long
future purpose.
TASK 3
A. Health and Safety in Hospitality Industry
Health and safety is a cost effective approach to improve the performance and
profitability of the hospitality business. Spending time and money by the management to develop
a healthy and safe environment is important for the hotel industry. This rules and regulation are
accepted by the industry to manage the health and safety of the employees and guests. Improved
health and safety condition of hotel can improve the image of hotel in the market which is good
for Hilton resort revenue and promotion to attract the customers (Hollnagel, 2018). Some laws
are implemented for the hotel industry to improve the health and safety of the hotel employees
and guests.
Possible Incident in the Hospitality industry
Health and safety measurement of the hotels are major issues. It is the responsibility of
the hotel management to reduce the chances of the sudden accidents and prevent them for the
safety of the employees and guests. The possible accidents in the hotel industry are
1. Slip and Fall Accidents- These accidents of slip and fall are frequent in the hotel
industry. These incidents are the result of the slippery floor, water on the floor, improper
structure of the steps & floor and careless movement of human.
2. Negligent Security- Sometimes the guest and hotel employees become the victim of
criminal activity within the hotel property. For this the criminal should be held
responsible in the criminal court (Uang, Hiilamo and Glantz, 2016). In some cases, this

kind of criminal incidents are results of the failure of the hotel security. This can become
dangerous for the Hilton resort employees and guests.
3. Bed Bugs- Bed bugs in the beds of the hotel are not good for the image of the hotel. If
there are bed bugs in the hotel, it can cause the itching and infection to the hotel guests.
In this case the main priority of hotel should be pest control in the Hilton resort.
4. Food Poisoning- The situation of the food poisoning kind of situation is major failure of
health and security measurement in the kitchen of the Hilton resort. This kind of situation
is dangerous for the guests alongside the employees. This can affect the reputation of the
hotel and it can force the legal body of country to take action against hotel.
5. Elevator and Escalator Accidents- The elevator and escalator accidents are the result of
lack of maintenance and careless behaviour of employees or guest. The lack of
maintenance lead to technical failure in the escalator and elevators. This failure there is
risk of serious injury or death of employees or guest. And in other case this kind of
accident can happen due to careless behaviour of the victim (Motter and Santos, 2017).
6. Fire Hazard- This is the most dangerous situation for the hotel industry it can cause
major damage to the hotel and the accommodating guest of the Hilton resort. This kind of
hazard happens due to old and less effective safety measurement of the hotels. This kind
of accident are rare and more dangerous for the image of the hotel and human lives.
Procedures to Avoid the Incidents
There are different procedures to prevent the incidents in the hotels and resorts. By
implementing these procedures, the chances of major incidents can be prevented.
To prevent the incidents of slip and fall, the employees can use sign boards and
instruction to make the employees and guest aware of situation (Ram, 2018). In condition of
slippery floor, the hazard signs can be used to prevent the slip and fall condition. By keeping the
floor clean and dry this kind of situation can be prevented.
To prevent the criminal activity in the hotel property the management can use some
security guidelines. By improving the security checks during the arrival of the guest can prevent
these incidents (Donham and Thelin, 2016). By establish the security department in the hotel and
by using the high-tech technology to manage the security in the hotel campus this kind of
occurrence can be prevented.

By following the health regulation decide by the government departments can prevent the
situation of food poisoning. By improving the cleaning of the kitchen place and by using the
fresh ingredients in preparing the food the situation like food poisoning can be prevented.
Another way to reduce this situation is pest controlling. By implementing this in the procedures
in hotel food poisoning can be prevented.
To prevent the hazards like elevator and escalator failure the hotel can improve the
maintenance procedure of technical equipment. By recruiting the experienced technical and
maintenance staff for the installation and maintenance of the elevator, escalators and other
technical equipment this kind of accidents can be prevented.
There are some safety regulation are decided by the government to prevent the fire hazard
and other hazard in the hospitality industry. These regulations are related to the structure of the
hotels and technology used in the hotel. For the prevention of the fire hazard there are some rules
which the engineers should have followed (Brauer, 2016). In designing the buildings with
emergency exit and fire exit the number of deaths and injuries can be reduced. The government
have decided some regulation to implementation of fire alarm and fire extinguishing facility to
overcome the intensity of fire should be there structure of hotel. This is how the safety of guest
and employees can be ensured.
Effectiveness of Procedures to Prevent the Incidents
The methods used by the hospitality industry to prevent such accidents within the
property of the hotel are the best approach they can make. For the prevention of the incidence
methods used by the Resort Hilton are best (Lopes, 2016). To prevent the situation like slip and
fall the Resort Hilton uses the hazard sign and sign boards to aware the guest and by keeping the
floor dry and clean. The approaches used prevent by the Resort Hilton for fire hazard, technical
failure and another hazard are good and effective.
B. Law of health and Safety in UK
Workplace Act 1974
This act said that it is the work and responsibility of the employer to ensure the health
and safety of the employees. It is responsibility of the management of Resort Hilton to ensure the
safety regulation of the work place for the employees. To reduce the risk of hazard and risk of
death in the work place is responsibility of hotel owner and management (Bibby, 2017). This act
ensures the use of right material in the construction of the workplace building or infrastructure.

Work place act 1974 defines the role of different authority to make them aware of their
responsibilities. By involving the health and safety commission and health and safety executive
the legal body has backed this act by considering it as a crime to avoid the guide lines of legal
body for the workplace safety and security. The punishment of this crime is unlimited fines and
imprisonment of two years.
Workplace Act 1999
This act is introduced to reinforcing the previous law act 1974. In this law the additional
features are included to reinforcing the act 1974 of workplace. This act is consists of other
features to avoid the risk at the work place, health regulation and risk of exposure to hazard. By
these acts the government ensured the health and safety of the work place. This act backs the
work place safety and security act 1974 by including some new guidelines which can improve
this law. The guidelines are- avoiding the risk at work place, evaluating the risk which can't be
avoided, adapting the specialised design for the workplace to keep the employees safe and
secure, use the innovation in technology to make work place secure for all people. Use the
alternate ways to minimise the impact of unexpected incident at work place.
ABTA
The Association of British Travel Agents has decided some functions to improve the
safety and security of work place. Some functions are as follows-
1. Raising standards of the industry and by providing guidelines on issues from
sustainability to health and safety.
2. Providing schemas of financial protection.
3. Offering holidaymakers a course of redress if things are going wrong.
4. To make sure the consumers are offered with fare deals by rising the noise to
government.
CONCLUSION
This report summarised about the resort management service that is done in tourism
sector for maintaining the quality. It has been evaluated that quality system helps to bring
positive outcomes in resort and remain for the future purpose. Quality system is defined in this
report. Customer satisfaction is framed as a main factor in achieving quality. Different health and
safety laws are discussed to avoid incidents that are done by humans carelessly or
unintentionally. Quality system is explained for Hilton resort to improve the service facilities.

Different types of tour operators are explained for providing the accommodation, transportation
facilities to different customers. It can be within resident county or another country depends on
type of tour operators.

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<https://www.cruisejobfinder.com/fm/tourguides/tour-operations.php>.
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