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Resort Operations Management Assignment - Hilton hotels & resorts

   

Added on  2020-12-09

14 Pages4499 Words425 Views
Resort Operations Management

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

INTRODUCTIONResort management is categorised under hospitality history in which mangers deals withresort operations. Maintenance of services that are provided by resort and handling the activitiesin efficient manner are operations of resort. Health and safety in the work place for bothemployees and guest is the responsibility of the management. Their role in the safety andsecurity is to provide enough resources and guidelines to the builder and labour to use correcttechnique and methods to ensure the infrastructure safe for all people. Quality of service is animportant 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 in1919 by Conrad Hilton. There are approx more than 570 hotels present in world. Its headquarteris in McLean, U.S. This report is about resort operations management in which differentfunctions of resort will be discussed. It also outlines the quality system used in Hotel Hilton andalso frames the importance of quality system in resorts. Health and safety law will be discussedto make customer satisfied.TASK 1Company overviewHilton hotels & resorts is a biggest brand which provides service of hotels and resorts. Itoperates globally. There are approximately more than 570 hotels present all over the world. Itsheadquarter is in McLean, Virginia, U.S. It was founded by Conrad Hilton on May 31, 1919. Itoperates in 85 countries. Its process, infrastructure, property managed by independent operators. A. Functions of resort operationsResort Hilton has existence all over the world and it manages its managementefficiently. Hilton has its presence over Caribbean Sea and employees are engages their work toprovide efficient service to customers. Resort operations deals with increase in profitability andproductivity of resorts. It includes the function like coordination with tour operators, makecustomer satisfied with service, and maintaining health and safety laws in workplace. Thesefunctions are categorised under resort management. Managers supervise their roles andresponsibilities in specified function and make their work performance efficient to have moremarket share (Dale and Plunkett, 2017).Coordination and handling of various tour operators

For having more profitability, Resort managers make contact with various tour operatorsto have a greater number of customers. People who travel to other country contact with travelagents to have good service in another country. Tour operators are like travel agents who makeagreement with resort mangers to have some part of profit percentage to them as well. Profitdepends on bringing number of customers (Lo, Wu and Tsai, 2015). Resort operationsmanagement coordinates with tour operators to make customer satisfied and provide service asper customer expectations. Handling of different tour operators in Hilton resort is main task formanagers to make them satisfied. Hilton has separate team for handling tour operators and theyare being hired to solve the queries of operators.Customer serviceThis function deals with customers. Resort profitability is all depends on customersatisfaction. From booking service to check out service is the responsibility of resort operationsmanagers. To give them details about the service that is provided by resort management team isalso categorised under customer service. If customer get satisfied, then they can recommendmore 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 theunnecessary things which can influence image of resort. Hilton has a customer servicedepartment which helps customers to have advance booking at best discounted price and to solvetheir queries regarding the service. Hilton resort managers also take feedback from customer toimprove the quality of service and to bring changes (Ross, 2017).Managing health and safety lawsThis function is to manage health and safety in workplace. Resort mangers have theresponsibility to take care of both employees and customers. Employees who give their best toincrease the work performance of resort need safety too. Customers which come from anothercountry need healthier environment. Managers have the responsibility to provide neat and cleanarea for tourists and make environment hygienic. Employees of Hilton resort are insured underhealth insurance which makes them trusted toward safety (Ahn and Back, 2018). Managers ofHilton resort regularly check rooms and space that is provided to customers. Customers who arehealth conscious have special need of organic food and Hilton resort managers take care of them

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