Resort Operations Management

This assignment delves into the complexities of resort operations management by examining various case studies and providing in-depth analyses. It explores crucial aspects such as supply chain management, environmental impact, stakeholder engagement, and the influence of tourism trends on resort operations. The analysis requires students to evaluate the effectiveness of different management strategies employed by resorts and identify areas for improvement.

Resort Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Analysis of various functions of resort operations................................................................1
1.2 The way resort management structures and organises various types of tour operators and
their guest-related activities........................................................................................................2
TASK 2............................................................................................................................................3
2.1 Discussing of quality systems and procedures and their affect on legal and conflict
situations.....................................................................................................................................3
2.2 Impact of quality systems and procedures by a tour operator...............................................4
TASK 3............................................................................................................................................5
3.1 Analysis of incidents that affect operations of a resort.........................................................5
3.2 Procedures to be implemented to deal with different incidents............................................6
3.3 Implementation of procedures conforming with guidelines of trade associations and
government bodies......................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
A resort is referred to as a place which is constructed for recreational and holiday
purposes. The aim of a resort to fulfil major requirements of a guest through its accommodation
and entertainment facilities. A resort's functioning is similar to that of a hotel along with sports,
entertainment and shopping facilities. Resort operations management aims to overlook the
activities which are crucial for a business such as food and beverage (De Roover, 2017). A resort
consists of a general manager who ensures that all the functions are carried out in an ideal
manner.
This assignment takes into consideration the working of Saga Travel. It is a medium scale
tour operator known to organise events that transform the manner in which holidays are
perceived. This organisation is looking to organise a travel package for Jamaica. This country is
known for its tropical islands and ranked among top 10 places to visit around the world. The
major attraction for this country are its beach resorts such as Montego Bay, Ocho Rios and
Negril. This assignment intents to understand various functions carried out under resort
management. The implementation of quality systems and procedures will be analysed. Lastly
management issues will be identified and measures to address the same.
TASK 1
1.1 Analysis of various functions of resort operations
To successfully manage a resort, there are variety of functions which are to be carried out
so that wonderful customer experience can be created. Here, listing some of the crucial functions
which are to be fulfilled by an organisation in a successful manner are:
Coordination and Handling Tour Operators: Tour operators are the major source of
income for resorts. So, resorts have to ensure that they are coordinating and handing tour
operators in the right manner so that business cycle is running in a successful way. It is necessary
to provide tour operator and agencies with right set of plans so that they make an impact on the
sales revenue of the resort.
Operations Functions: These constitute as a crucial set of functions which work upon
creating an unprecedented experience. To successfully carry out operations of a resort,
management has to regularly monitor suppliers and vendors so that there will be no shortage of
inventory (Sharma and Singh, 2017) . The other areas in operations are measuring effectiveness
and efficiency of operations which are to be maintained at desired level. This can be further
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improved by imparting employees in an organisation with right set of technical and operational
expertise.
Customer Service: This segment aims to assist visitors in creating a wonderful
experience by considering their needs and expectations in terms of hospitality. It is necessary to
inculcate promptness and politeness into operations so that their requirement will be filled in the
best possible manner. The additional benefit which is provided by this function is handling
grievances of customers efficiently.
Legal Compliances: It is one of the crucial functions which is to be fulfilled by
management of resorts. The main legal compliance persuades a business to avail insurance
policies which covers major risks being faced by an organisation.
Health and Safety Issues: A management for the resort needs to comply with health and
safety provision which has been formulated by the law under Health and safety Act, 1974. This
undertakes food, health standards and safety provision which are being adhered by this
organisation. It has to make sure that employees working for the organisation are provided with
suitable environment so that major functions will be carried out in a desired manner (Wild,
2017).
1.2 The way resort management structures and organises various types of tour operators and their
guest-related activities
A structure of a resort comprises of various stages and activities that perform their
distinct functions in order to create an ideal customer experience for the guests. It is no hidden
fact that tour operator is offered with prices and packages which are different when availed
individually. There is a formal agreement between both the parties which are further utilised for
internal as well as external audit carried out by an organisation. A tour operator organises variety
of trips which are of distinct purpose and events such as holidays, summer events and festivals
etc. therefore a resort have to modify its services to cater the need of specialised class in the right
manner. . The structure of a resort includes various steps which are as follows:
Full Boards: Full boards carry breakfast and dining in the price package but snacks and
ice-creams cost a little extra. This accommodation package is suitable for travellers who wish to
stay outside the resort for their maximum time (Azam, Rashid and Zainol, 2017).
All Inclusive Resorts: This is a contemporary approach in terms of accommodation
which undertakes F&B in the holiday package itself. This is the most ideal accommodation
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package which is availed by families. Items such as ice-creams and snacks are sometimes part of
the packages as well. This package is suitable for the people who wish to stay in hotel for most
of their time.
Self-Catering Restaurants: It is the most flexible approach out of all which provides
facility to guests as they can set their schedule according to themselves. Meals are not covered in
this accommodation package but are provided with basic cooking appliances. This structure of of
accommodation is for people who desire to prepare their own food in distinct manner. Travellers
who are budget conscious can also adopt to this boarding approach and avail eatables at low
prices from the outside market.
Winter Sports Events: There are some specialist programmes and events which are
organised by tour operators along with the management for resort. There are major winter sports
event organised which attracts large number of people to the country ultimately affecting the
sales turnover. It can be said that resorts play a crucial function along with structure which helps
in fulfilling the needs of customers in a way desired by them.
TASK 2
2.1 Discussing of quality systems and procedures and their affect on legal and conflict situations
It is very important for a resort to provide right and qualitative services to people. The
provision quality services will make sure that business operations are sustained in the market for
longer duration (Allegrezza and et. al., 2017). Therefore to achieve the desired standard in terms
of quality it is essential to monitor each and every segment of business. The maintenance in
terms of quality will ensure that there are lesser errors in terms of operations therefore creating
an ideal customer experience for the visitor. Therefore in order to maintain ideal relation with
customers and minimizing chances conflicts and error a checklist have been adopted by the
resorts which are as follows:
Supplier and Vendor checklist: Supplier and vendors provide input to the organisation
therefore it is the first and important sector which is to be emphasized. It is the duty of the
supervisor to perform quality checks on the commodities to make sure that product matches with
the quality standard of the company and abides with the legal considerations (RESORT
OPERATIONS, 2016). To further assure the level of quality feedback from customers is to
collected and evaluated.
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House Keeping Checklist: Housekeeping is another crucial domain which impacts the
level of customer satisfaction with this hospitality business. It makes sure that cleanliness of
room, toilets and activity area is up to the standard and are germ free.
Human resource Checklist: Human resources are crucial determinants in provision of
quality services to the guests. Therefore it is essential for resorts to ensure that manpower of an
organisation is managed and developed in the most suitable manner so that they contribute to
goal attainment of business (Lukyanova, 2017). There are legal consideration which are to be
adhered in terms of workforce. There are various employment regulation which are to
undertaken while managing workforce of an organisation. Developed human resources will see
that situation of conflict are resolved before it causes any harm to the business.
Technical Devices Checklist: there are a variety of technical appliances in an
organisation such as AC, DC and other kitchen appliances which are to monitored regularly so
that there is no sudden breakdown which negatively impacts customer experience.
Security Checklist: Security is one of basic need of an individual which means that a
guest should feel safe in the resort. The reason for the same is that current statistics of crime in
Jamaica states that there is an increase in theft and disturbances in the economy which makes it
necessary to create a secure environment.
2.2 Impact of quality systems and procedures by a tour operator
Saga travels is one of the best tour operator when it comes to catering travelling needs of
people. This tour operator is known for its attention to detail and value for money services which
are often adored by a traveller. This organisation carries an experience of more than 65 years
which facilitates in providing better understanding of needs which are to be fulfilled. Before
initiating a holiday it is road tested so that major shortcomings are addressed. The emphasis on
quality standards makes sure that all the facilities and amenities which are provided to guests are
'top-notch'. Rating system have been adopted by the company to divide facilities on the basis of
accommodation. The company have taken help from questionnaire to identify various aspects of
the holiday which needs to be improved to create a wonderful travelling
experience.
The resorts have been taking assistance from the total quality management approach
which aims to improve the quality of services which is rendered to guests (Oriade and Robinson,
2017). The resort have been offering broad range of services which are opted by the consumers
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on the basis of suitability of their needs. The checklist mechanism which have been introduced
by the organisation have helped in provision of right set of opportunities to people. This carried a
major impact on the operations of the business as situation of conflicts and disruptions are
avoided. The adherences to the standards ensure that legislation is adhered which further
prevents a resort from getting into legal trouble. The organisation will conduct a audit to to
examine the quality of facilities which are offered to consumers (Fatemi and et. al., 2017). This
evaluation will be carried out by an external party which identifies areas which are not matching
the benchmarks established. As per the policies, employees are provided with a training
programme which promotes better performance through employees. Saga travels have been very
strict when it comes to following practices and procedures for quality management. This feature
of tour operator have helped resort in rendering improved services covering all the major
segments from operations to customer service. The upliftment of quality have helped them in
creating an distinct customer experience ultimately impacting the brand name of operator as well
as resort.
TASK 3
3.1 Analysis of incidents that affect operations of a resort
There can be variety of incidents which can hamper functioning of a resort as it carries a
direct impact on the health and safety of consumers. Here listing A series of incidents which
impacts operations of resort i.e.
Political incidents: There are numerous factors in the political environment which carries
a direct impact on the functioning of business (Haddow, Bullock and Coppola, 2017). Jamaica is
currently facing a unstable political environment which gave rise to situations of violence in the
economy this feature carried a direct impact on ideal functions of business as people are less
interested in visiting such country.
Economic incidents: The economy of the country can be directed related to the economic
circumstances of the country. Travel and tourism carries a significant impact on the economy of
the company as it introduces forex and FDI 's. the government have poised partnerships among
public and private helped in creating a better environment for traveller therefore impacting the
functioning of resorts in a positive manner.
Medical incidents: Medical incidents hamper the normal functioning of business as well.
There have been instances such as food poisoning, typhoid and cholera which carries direct
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impact on the operations. Such happenings spoils the experience of a consumer. Jamaica have
been famous for its inability to counter the accidents in terms of medical and fire incidents. The
government spokes have stated that this work is currently being worked upon and will be
improved in short while.
Conveyance Incidents: There can be incidents such as crashes, hijacks and accidents
which leads to impacting the functioning of resorts.
Accommodation Incidents: In general terms, it can be referred to as problem relating to
staying in the resort. The person committed to stay in the resort but the circumstances are as such
that it leads to bad customer experience. It can be technical disruption of errors committed by
employees.
The above mentioned factors carry a direct impact on the health and safety of the
consumers. The additional factors which carries potential of disruption in operations of a resort
are the natural calamities which are beyond the control of the company (Malasevska, Haugom
and Lien, 2017).
3.2 Procedures to be implemented to deal with different incidents
A tour operator have to formulate policies and procedures which help it in dealing with
contingencies in the right manner. It is essential to cover all the travellers with insurance
schemes so that their losses (If arises) will be compensated by the concerned organisations. A
safest and suitable methods of travelling is to be adopted by the operator so that there is
minimum chances of misshapen. Saga travels is known to provide a flight survival guide so that
they are aware of survival tactics which are to be employed in case of accident.
The tour operator in the country are provided with a guidelines with which they have to
comply. ABTA provides with code of conduct which ensures that high standard of travel are
maintained and people are able to travel with confidence (Page and et. al., 2017). The major
undertaking in this segment are provision of accurate information, assistance and refund. If a tour
operator fails to comply with the same, he have to compensate its customers.
Federation of Tour operators have provided guidelines in which ensures that customers
are provided with safe environment in terms of travelling. The tour operator is responsible to
keep first-Aid with him at all times which may be used during emergency situations. The
checklist approach is to be utilised that all major sections are checked and monitors which leads
to lower the chances of accidents. Guests must be provided with contact details of concerned to
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which they can contact in times of need. Resorts are also recommended to make sure that their
employees are trained and informed to deal with emergency situation in the right manner
(Camilleri, 2017). Along with guideline the legislation are to paid consideration as well as they
provides with norms which help in countering problems which may turn into accidents. There
are several licenses which are to be obtained by a business in sectors of prevention of food
adulteration, contract labour Act, ESI, chimney under smoke nuisance and for use of neon signs.
These license will further help in avoiding major contingencies of business.
3.3 Implementation of procedures conforming with guidelines of trade associations and
government bodies
It is necessary for a business catering its services in the tourism sector to follow the
guidelines provided by trade associations and government. This is done so the standard level of
safety can be maintained while carrying out its functions.
A business need to comply with fire evacuation of programme and monitor it on regular
basis so that safety is not compromised. A business need to conduct fire drill and evacuation
programmes so that employees are aware what to do in situation of fire in the resorts. A business
is guided to conduct internal and external audits so that shortcomings of business are identified
and addressed.
There are various licenses in form of which are to be obtained by a business on grounds
of health and safety of guests and workforce of the company (Camilleri and Camilleri, 2017). It
is essential for a business to display guidelines on notice board so that it is visible to everyone.
The business have to match in terms of quality standardisation ISO 9001. Employees of the
organisation should be well trained and provided with right environment as referred to
employment act. This will further help a business in forming right set of relations with the trade
associations. The labour law states that employee must not work more than 48 hours a week and
must be paid in the right and fair manner. There is a health and safety guide which is provided by
ABTA states that it is necessary to follow the guidelines in terms of health and safety so that
sustainability can be developed. The risk management programme is to be developed so keeping
in loop local and national legislation of the country.
The employees must be persuaded to perform better and provided with ample of
opportunities to enlarge their skills and knowledge as referred to as by the Red cross association.
It is important for a business to insure its travellers so as to comply with Association of British
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travel agents. These organisation can further improve their performance by taking feedbacks and
complaint management system will help in improving performance of the company. This
business have to provide a clear description of names of shareholders, board of directors along
with their contact details and addresses so that they are monitored.
CONCLUSION
It can be concluded from the above report that resort operations management is a crucial
discipline. It helps a business in management of resources and equipments of a business in an
ideal manner. The crucial function which are involved in this domain revolves around managing
requirements of supplier and tour operator, customer service and health and safety standards. The
necessity of complying with quality standards have been defined as it leads to reduction in
conflicts situation and lesser legal trouble for business. An organisation have to make sure that
the guidelines provided by ABTA are followed in terms of managing tour process and quality
norms so that chances of occurrence of accidents and incidents are reduced.
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REFERENCES
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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. pp.1-
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Azam, N. R. A. N., Rashid, B. and Zainol, N. A., 2017. CONCEPTUALIZING THE
INFLUENCE OF ENVIRONMENTAL KNOWLEDGE ON PERCEIVED VISIT
VALUE TO GREEN RESORT IN MALAYSIA. Journal of Tourism. 2(5). pp.1-17.
Camilleri, M. A. and Camilleri, M. A., 2017. The rationale for responsible supply chain
management and stakeholder engagement. Journal of Global Responsibility. 8(1).
pp.111-126.
Camilleri, M. A., 2017. Responsible Supply Chain Management and Stakeholder Engagement
for Corporate Reputation. In Corporate Sustainability, Social Responsibility and
Environmental Management. pp. 79-95. Springer International Publishing.
De Roover, R., 2017. The Medici bank: its organization, management, operations, and decline.
Pickle Partners Publishing.
Fatemi, M. and et. al., 2017. Effects of Supply Chain Management on Tomato Export in Iran:
Application of Structural Equation Modeling. Journal of Food Products Marketing.
pp.1-19.
Haddow, G., Bullock, J. and Coppola, D. P., 2017. Introduction to emergency management.
Butterworth-Heinemann.
Lukyanova, Y. Y., 2017, May. BSC-oriented process management system task formalization for
resort and spa sphere economic units. In Soft Computing and Measurements (SCM),
2017 XX IEEE International Conference on. pp. 754-756. IEEE.
Malasevska, I., Haugom, E. and Lien, G., 2017. Modelling and forecasting alpine skier visits.
Tourism Economics. 23(3). pp.669-679.
Oriade, A. and Robinson, P. eds., 2017. Rural Tourism and Enterprise: Management, Marketing
and Sustainability. CABI.
Page, S. J. and et. al., 2017. Case study: Wellness, tourism and small business development in a
UK coastal resort: Public engagement in practice. Tourism Management. 60. pp.466-
477.
Sharma, M. G. and Singh, K. N., 2017. Servitization, coopetition, and sustainability: An
operations perspective in aviation industry. Vikalpa. 42(3). pp.145-152.
Wild, T., 2017. Best practice in inventory management. Routledge.
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RESORT OPERATIONS. 2016. [Online]. Available through:
<https://www.spmresorts.com/resort-operations/>.
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