Importance of Effective Quality Systems in Resort Operations

This article discusses the importance of effective quality systems in resort operations, focusing on legal responsibilities, contractual obligations, dealing with irregularities, audits & checks, and health & safety. It explores how Footstep historical tours company manages its resort operations and ensures compliance with health and safety regulations. The article also highlights the role of tour operators in maintaining quality standards and providing safety and protection to customers.

TRAVEL AND TOURISM 1
Travel and Tourism

TRAVEL AND TOURISM 2
Table of Contents
Introduction................................................................................................................................3
A. Functions of resort operations...............................................................................................4
B. Resort management structure................................................................................................7
C. Importance of effective quality systems in resort operations................................................9
D. effective quality systems and procedure.............................................................................11
E. The range of incidents in the resort.....................................................................................12
F. Procedure in dealing with incidents.....................................................................................13
Conclusion................................................................................................................................15
References................................................................................................................................16

TRAVEL AND TOURISM 3
Introduction
In the current business era, tourism operation management is one of the
emergingindustrybecause offavorable trends in the tourism and travel industry. Companies in
this industry are engaging toaddress the consumer requirement towards tourism services in
order to meet the requirement of tourism operation management. It could mandate to firm for
performing many activities like information related to destination and modes of
transportation (Kothari, and Arnall, 2017).
For this study, Footstep historical tours company is used as it facilitates to examine the tour
operation management industry and operation related toCaribbean or Indian Ocean resorts
management. Footstep delivers different services like food, events, transportation, hotels, and
visiting sites. Moreover, since30 years, Footsteps has valuable experience in the tourism
industry that is supporting to keep their consumer base and increasing competitive benefits in
the tourism industry (Footsteps Tours, 2019).
It makesa reliable decision to attract a huge number of consumers by implying marketing
tools. In addition, it is evaluated that Footstep started their trade by offering the tourism
services on the historical places and facilitates different package to tourist in order to retain
them at longer-term(Footsteps Tours, 2019).
Moreover, Footsteps focuses on higher income group of people and customizes their services
for them. The identification of consumer need is essential to provide effective tour operator
services to customers. It is beneficial for creating the positioning of the company. It is also
stated that Footsteps is segmented the customers such as heritage tourism and higher demand
for tourism packages(Footsteps Tours, 2019).

TRAVEL AND TOURISM 4
A. Functions of resort operations
There are several hotels with that Footstepshas contracted in order to manage its tour
services. Footsteps deals with different Caribbean or Indian Ocean resorts in company
portfolio like Starwood resort, Churchill Caribbean or Indian Ocean resorts and four season
hotelsin order to operate its business. For operating the business activity, Footstep is
accountable for fulfillingthe needs of consumersand suppliers as well as applying legal
practices. It assigns the accountabilities to operational executives for making a contract with
customers and suppliers, developing payment system, confirming reservations, and to
promote their tour operation between large numbers of customer segment (Merli, et. al.,
2019).
Consumer service factor would incorporate before and after visit administration support,
benefits on the site and improving consumer loyalty through a consumer survey. Room
allotment is depending on buyer requirement and customization should be done accordingly.
It is stated that visit administrators should know the distinctive language so they can manage
the clients from various nationality (Williams, et. al., 2016).
There are certain acts that are considered in Caribbean or Indian Ocean resorts operation
function like contract, health & safety legislation, meetings, and local laws to influence the
specific destination visited by customers. In addition, tourism operator needs to be aware of
health and safety laws as; it could be supportive in providing different services such as
contract, provision of service, profit margins,and data protection, and contract (Sierra-Huelsz,
and Kainer, 2018).
In addition, it is examined that the employer is accountable to make sure the health and safety
ofan organization by creating the statement of safety process and training development.
Hence, workforces would focus on maintaining the health & safety ofan organization and

TRAVEL AND TOURISM 5
keeping its own security at the time of working in an organization. In addition, it is evaluated
that the employer should develop the awareness about accident recovery process among
workforces due to handling the emergency situation(Cowburn, et. al., 2018).
Caribbean or Indian Ocean resorts manager should assess the procedure to focus on health
and safety and in case ofsuppliers do not focus on health and safety process then it is the
responsibilityof the manager to force them for using it. The employment contract will be
developed with permanent workforces whereas terms and conditions should be negotiated
with temporary employees within an organization (Naidoo, and Ramseook-Munhurrun,
2016).
Formal contracts arecreated between theCaribbean or Indian Ocean resorts manager and tour
operator to block rooms for tourists. Furthermore, currency prices, as well as local laws,
should be considered through tour operator whereas building the tour operator facilities for
tourists (Wong, 2018).
The functions that are attained in Caribbean or Indian Ocean resorts management, as well as
operations, are:
Coordination with handling the suppliers and vendors –
In Caribbean or Indian Ocean resorts, manager deals with different vendors and suppliers and
negotiate with them on rates as well as costs for different materials and supplies that have to
be offered (Woolward, 2018).
Customer Service –
This function is related to attending the consumers to offer them the proposal of services as
well as product choices. The customer problems and queries are resolved by resort manager
to maintain a long-term relationship with them (Hilmi, et. al., 2018).
Legal Regulations and legislations fulfillment –

TRAVEL AND TOURISM 6
It is a department and function that would regulate and develop the legislation related to the
resort. The rules are executed as well as adopted by different departments according to
government functions as well as regulations (Naidooand Sharpley, 2016).
Health and safety issues –
The responsibility ofthe Caribbean or Indian Ocean resorts manager is to ensure that food is
hygienic as well as health and safety concern is focused towards equipment application and
food catered.Along with,a customer is compensated for special attention (Shakeela, and
Becken, 2015).
Improvement in efficiency with respect to operation:Caribbean or Indian Ocean
resortsmanager would be responsible for improving the efficiency of business operation as it
would aid to deliver the added value to customers.
Improvement of labor productivity: The workforces are working for a resort should be
trained as well as equipped with client handling, technical skills, and customer. They should
be trained related to fire process and emigration (Serrano Giné, e. al., 2018).
Accountability to manage and deal with the tour operators: It should ensure that all tour
operators are following the regulations, standards, and rules of hospitality business plan. It
coordinates as well as deals on behalf of all vendors, and resource providers for several tour
operators. Hence, it can get competitive deals and goods with several Caribbean or Indian
Ocean resorts (Obura, et. al., 2017).
The other function is to develop and design the regulations as well as maintaining the
standards for several tour operators. Check and audit of tour operator is a key function
inCaribbean or Indian Ocean resorts management that focuses on several statutory and legal
compliances (Lewtas, 2018). It also keeps some quality standards that should be dealt within
all situations.

TRAVEL AND TOURISM 7
It will keep the act of health and safety in 1974, the UKin tour operators and resort
management. The food, residing condition, and sanitation facilities are provided in Ocean
resorts (Selmi, and Dornier, 2017).
Meeting other requirements and proposal:
It ensures that thepackages provided rates andcosts according to competitive standards that
are set in the industry. It investigates the market as well as prepares the competitive rates.
Thepackages for different travels and tour operator can helpto provide higher satisfaction to
customers (Rangel-Buitrago, Williams, and Anfuso, 2018).
It investigates the market and prepares competitive rates. The packages for different travels
and tour operators are set according to standards for operations. Caribbean or Indian Ocean
resorts operation ensure the efficiency and quality of tour and travel business is improved by
building andreviewing the several practices and processes that are being used by several tour
operators (Griffin, 2016).
Along with this, resort management regulatory display the manpower and an individual
employed in hotels, resorts as well as tour and travel operators. It ensures that they are of the
right skills as well as capabilities. It also supports to arrange some training and development
initiatives as well as practices for an individual who are employed in travel and tour operators
(Rao, 2016).
B. Resort management structure
The structure of accommodation can be described as given below:
o All Inclusive resorts – It would comprise different kinds of services included in the
package that will be provided to clients and the customers such as food, room stay,
tickets, airport taxes, and leisure activities.
o Full Board –

TRAVEL AND TOURISM 8
It would have all integrated excluding the airport transfer as well as ticket pricing for
consumers (Cantillon, 2018).
Self-Catering Restaurants –
These are self-catering restaurants that are existed and would provide the buffet and
ala-carte menu of food to customers.
The overall structure related to the resort will demonstrate the networks, services, the
facilities, and costs that can be offered to several customers (Mason, 2015).
(Sources:Spencer, 2018).
The tour operator should consider some standardized structure related to Caribbean or Indian
Ocean resorts management as well as other guest related practices:
o The signing of the contract and other terms and conditions –
o The tour operator should target the business and linked with different resorts as
per their revenue as well as segment those customers that would be competent
to commit the targeted revenue. These terms and conditions would comprise
different factors such asa period of services, revenue figures, level of groups as
well as services that they require from the resort for their clients (Selmi, and
Dornier, 2017).

TRAVEL AND TOURISM 9
o E-brochures and a hard copy are circulated to clients, individuals, and groups
as well as resorts hence an individual can get aware of the quality, kind, as well
as the level of existing services (Lewtas, 2018).
o Planning and organization of resources –
Based on practices, kind of operations and offers, and seasons, the tour operator
should provide business ides to resorts and they should do accordingly plan for
several resources such as financials, services, manpower,and facilities. Furthermore,
additional offers need to plan and offer to their employees.
o Pricing and Terms agreement –
It is a separate section that is being contracted with several tour operation as well as
resort management to finalize on costing and prices.
All these functions rely onthe categorizationofa different department. The
administrationwould handle all such type of vendors and suppliers. The trade department
would handle all regulations and rules as well as legislation that would be adopted and
executed within the company (Obura, et. al., 2017).
C. Importance of effective quality systems in resort operations
Footstep historical tour organization is leading tour operating company that provides quality
service in the resort operation sector. This company effectively manage the resort operating
system by eliminating legal issues and conflict from their task. There are certain factors that
are followed by the Footstep organization to maintain the quality system practice which is
legal responsibilities, contractual obligations, dealing with irregularities, audits & checks,
health & safety (Cantillon, 2018).
Along with these, these factors also support the Footstep Company to overcome the negative
legal consequences. Health and safety regulations are followed by the organization to
perform legal liability that would be useful for maintaining the health & safety standards for

TRAVEL AND TOURISM 10
accommodation facility. In order to this, all contracted activities of Caribbean or Indian
Ocean resorts would also be performing on the basis of health and safety legislation (Spencer,
2018).
In Caribbean or Indian Ocean resorts, compliance of H&S standards would be assessed by
top management of Footstep organization. This resort provides training to their workforces
related to rules and regulations and makes sure that all standards are following inappropriate
way before dealing with their customers. Various practices are adopted by the resort in order
to legalize the mandatory standards in the resort.These are food hygienic safety, balcony
safety, gas safety, and audit and checks.It is conducted on time to time for the execution of
health and safety standards in an ocean resort (Rao, 2016).
Caribbean or Indian Ocean resorts manager is accountable for the responsibility of audit and
checks and they would also perform the health and safety audits. In order to make sure about
the legislation of health and safety, accurate and required documentation would be completed
by the resort manager. Supplier audit would be conducted by Footstep organization as it
would facilitate the organization to evaluate the implementation procedures of health and
safety legislation in the Caribbean or Indian Ocean resorts (Griffin, 2016).
Along with this, the main responsibility of tour organizer is to avail the safety and protection
to the customer as per the consumer protection act. Under this act, security and safety would
be provided by the resort against all type of negligence that is made by the organization.
Moreover, the tour operator would install a quality system that will prove certainty towards
dealing and reporting of loopholes. Under this reporting, the accident monitoring system
would be taken and then the accident case would be verified by using this system (Rangel-
Buitrago, Williams, and Anfuso, 2018).
Footsteps organization maintains the record of incidents in the form of statistics that would
facilitate the Caribbean or Indian Ocean resorts to review the procedure of documentation. As

TRAVEL AND TOURISM 11
per the requirement of communication, the tour operator would use written, non-verbal, and
oral communication. Various legal act and laws like Hotel proprietor act 1956 and unfair
contract term act 1977 are followed by the Footstep organization at the time of dealing with
their customers (Lewtas, 2018). According to the unfair contract term 1977, any unfair
contractual obligations would not be avoided, when Footstep organization would contract
with their suppliers or customers. This act helps the organization to maintain the legal system
towards the contract (Shakeelaand Becken, 2015).
Footsteps havean effective reporting mechanism related to irregularities in which, emergency
control is built for all products. In addition, employees are provided access to the senior
management team within the organization in terms of taking feasible measures. Accident
research is conducted as well as evaluation is done for building appropriate credentials to
make a required transformation. A credential is built by providing appropriate instructions to
employees of Footsteps as well as blueprint can be developed for services provided by
Footsteps (Selmi, and Dornier, 2017).
D. effective quality systems and procedure
Execution of significant quality processes at Footsteps historical tours aids them to attain
effective results in resort operation. It is described as given below:
Caribbean or Indian Ocean resorts are having effective coordination with tour operators
hencethe company should execute the instruction related to health and safety. Resort
managers are allocated the accountabilities to handle execution of health and safety
legislation in Caribbean or Indian Ocean resorts. Moreover, monitoring is directly dealt with
by the director of resorts that demonstrates the high significance of health and safety
regulation in the context of Caribbean or Indian Ocean resorts (Naidoo, and Sharpley, 2016).
Resort manager should make sure the regulation related to health and safety by conducting
periodic checks and audits.Incidents can be considered in Caribbean or Indian Ocean resorts

TRAVEL AND TOURISM 12
and it should be adequately reported by developed credentials. Incidents figures should be
organized by the manager of the Caribbean or Indian Ocean resorts for reporting the same to
the top level. Adequate research should be performed for incidents as well as managingcan be
done to ensure such events do not take place in the upcoming period (Hilmi, et. al., 2018).
The Caribbean or Indian Ocean resortfocuses on health and safety regulation as well as legal
compliance as one of the key element to link with the tour operators. Along with this, resorts
should display about limited liabilities related to goods of tourist otherwise they own the full
liabilities related to such goods. Moreover, Caribbean or Indian Ocean resorts should provide
extensive training to domestic and overseas workforces in order to keep health and safety
compliances. Unfair contract act with the customers can be avoided to protect from
argumentative legal allegation (Woolward, 2018).
E. The range of incidents in the resort
There could be different incidents that may influence the environment of resorts like transport
incidents, political issues, natural incidents, medical incidents,and accommodation as well as
transportation concerns. Natural incidents could influence the tourist experience and resort
environment. For instance, natural incidents are related to1988 Hurricane Gilbert and
Tsunami (Wong, 2018).
Moreover, transport incidents are affecting the Caribbean or Indian Ocean resorts
environment such as safety concerns, crashes, and Hijack at aviation and unsuitable
automobiles. For the aviation industry, there is a lack of experience to pilot, flight & ground
crew, as well as personnel shortage, can generate certain transportation concerns. Medical
incidents are also affecting theCaribbean or the Indian Ocean resorts environment and
operation incidents are related to cholera & malaria, typhoid outbreak, and food poisoning
associated issues (Kothari, and Arnall, 2017). SARS is one of key illustration for medical
incidents that cost about $10 billion for the travel and tourism sector. There are some

TRAVEL AND TOURISM 13
destinations such as tourist arrival and Hong Kong that falls by 58% that was quite effective
(Sierra-Huelsz, and Kainer, 2018).
In addition, terrorism and political related concerns can have a high impact on the
environment and operation of Caribbean or Indian Ocean resorts. There are different
illustrations for terrorism and political associated practices like the 9/11 terrorist attack on the
US, 1990 Iraq invaded Kuwait as well as continuous terrorist attacks in India. Transportation
and accommodation associated issues could be effective and affect the atmosphere of resorts.
There is report related to uncertainty for crime in Jamaica, escort trips booked by
corporations in Florida and scare because of murder in Florida were some illustration of these
incidents (Naidoo, and Sharpley, 2016).
For Footsteps, it is prime accountability of tour operator to deal with these crisis
circumstances by making planning in advance. Footsteps make sure that the Caribbean or
Indian Ocean resorts and Transportation Corporation can have sufficient arrangements for
dealing with crisis circumstances (Naidooand Sharpley, 2016).
Cooperation is maintained by the local system to deal witha crisis situation in the Caribbean
or Indian Ocean resorts. There areseveral teams built by partners like HR team, joint
operational incidents, emergency, site response team, an incident management team. In the
situation of incidents occurrences, there will be cut down in holidays, there are a number of
tours and endorses another global brand to provide services to customers (Serrano Giné, et.
al., 2018).
F. Procedure in dealing with incidents
The process is executed by the tour operator for complying with the procedures of
government bodies as well as a trade association. Commonwealth and foreign authority will
be having their role in such incidents in which, the emergency telephone number will be
obtainable to report extreme conditions. The international officer will recommend safety

TRAVEL AND TOURISM 14
measures. The employees are hired by the foreignofficewill be highly trained and high
amount of employees among them would be counselor executives who will provide the
solution for issues faced by individuals in future (Rangel-Buitrago, et. al., 2018).
There will be an additional individual in a team like a technical officer, press officer, and
representative through the British Red Cross. The foreign manager will offer the backing for
fatalities in abroad whereas backing will be provided to friends and families exist in the UK.
Foreign assistance will be offered by the foreign manager for the existence of Caribbean or
Indian Ocean resorts and these financial supports will not be offered to individuals who are
traveling in against the advice provided by foreign managers (Spencer, 2018).
In addition to this, the Association of British Travel Agent (ABTA) creates the instructions
and relationship between influenced staff of association. Training can be imparted through
ABTA on the management of crisis for its members hence they can significantly handle the
situation of crisis. Moreover, duty offices can be developed to offer assistance forthe
Caribbean or Indian Ocean resorts team and customers. It can create a link between the resort
team and the UK. Thus, processes are executed for dealing with the crisis (Mason, 2015).

TRAVEL AND TOURISM 15
Conclusion
It can be concluded that Caribbean or Indian Ocean resorts management practices and tour
operator management coordination is adopted by footsteps historical tours resort.
Furthermore, the structure and functions of Caribbean or Indian Ocean resorts have been
assessed as well as different kinds of resort structure are revealed by assessment of structure.
In addition, role and impact of service quality system are explored with respect to Footsteps
whereas service quality procedure and systems are implemented by the company to make
sure contractual obligations, health & safety as well as audit and checks for customers.
These factors will make sure that there is no negative implication creating for the Caribbean
or Indian Ocean resorts by implementing fair legal activities in an organizational way.
Changes, as well as the implication in the resort environment because of these practices, are
addressed in this report. Along with this, incidents may affect the resort environment and
methods for dealing with these incidents. It can be also concluded that medical incidents,
natural incidents,and transportation incidents are faced by major incidents. For dealing with
these incidents, the Caribbean or Indian Ocean resorts and tour operators should plan and
organize the effective activities in the context of an organization according to government
regulatory.

TRAVEL AND TOURISM 16
References
Cantillon, Z., 2018. Resort Spatiality: Reimagining Sites of Mass Tourism. UK:Routledge.
Cowburn, B., Moritz, C., Birrell, C., Grimsditch, G. and Abdulla, A., 2018. Can luxury and
environmental sustainability co-exist? Assessing the environmental impact of resort tourism
on coral reefs in the Maldives. Ocean & coastal management, 158, pp.120-127.
Footsteps Tours. 2019. About Footsteps Tours. [Online]. Available at:
http://www.footstepstours.co.uk/content.asp?cpage=About%20Us (Accessed: 09 April 2019).
Griffin, L., 2016. Trouble in paradise: The treadmill of production and Caribbean
tourism. Capitalism Nature Socialism, 27(2), pp.83-99.
Hilmi, N., Safa, A., Reynaud, S. and Allemand, D., 2018.Coral-based tourism in Egypt’s red
sea. Coral Reefs: Tourism, Conservation, and Management, pp.29-43.
Kothari, U., and Arnall, A., 2017. Contestation over an island imaginary landscape: The
management and maintenance of touristic nature. Environment and Planning A, 49(5),
pp.980-998.
Lewtas, B., 2018. Sustainable Hospitality Management: Challenges and Opportunities for
Small Island Destinations—Lessons from the British Virgin Islands. In Building New Bridges
Between Business and Society (pp. 99-118). USA: Springer, Cham.
Mason, P., 2015. Tourism impacts, planning, and management.UK: Routledge.
Merli, R., Preziosi, M., Acampora, A., Lucchetti, M.C. and Ali, F., 2019. The impact of green
practices in coastal tourism: An empirical investigation on an eco-labeled beach
club. International Journal of Hospitality Management, 77, pp.471-482.
Merli, R., Preziosi, M., Acampora, A., Lucchetti, M.C. and Ali, F., 2019. The impact of green
practices in coastal tourism: An empirical investigation on an eco-labeled beach
club. International Journal of Hospitality Management, 77, pp.471-482.

TRAVEL AND TOURISM 17
Naidoo, P. and Ramseook-Munhurrun, P., 2016. Enclave Resorts in Mauritius: Modifying
Services for Chinese Tourists. The World Meets Asian Tourists (pp. 127-147). USA: Emerald
Group Publishing Limited.
Naidoo, P. and Sharpley, R., 2016. Local perceptions of the relative contributions of enclave
tourism and agritourism to community well-being: The case of Mauritius. Journal of
Destination Marketing & Management, 5(1), pp.16-25.
Obura, D.O., Gudka, M., Abdou Rabi, F., BachaGian, S., Bigot, L., Bijoux, J., Freed, S.,
Maharavo, J., Munbodhe, V., Mwaura, J. and Porter, S., 2017. Coral reef status report for the
Western Indian Ocean.Global Coral Reef Monitoring Network (GCRMN). International
Coral Reef Initiative (ICRI), pp.1-144.
Rangel-Buitrago, N., Williams, A. and Anfuso, G., 2018.Killing the goose with the golden
eggs: Litter effects on scenic quality of the Caribbean coast of Colombia. Marine pollution
bulletin, 127, pp.22-38.
Rao, S., 2016. Marketing of Resorts & Homestays to Ecotourists through Websites in Coastal
Karnataka: A Content Analysis. Nitte Management Review, 10(1), pp.45-60.
Selmi, N. and Dornier, R., 2017. Perspectives on the destination image of Tunisia. Worldwide
Hospitality and Tourism Themes, 9(5), pp.564-569.
Serrano Giné, D., Jurado Rota, J., Pérez Albert, M.Y. and BonfillCerveró, C., 2018. The
Beach Crowding Index: A Tool for Assessing Social Carrying Capacity of Vulnerable
Beaches. The Professional Geographer, 70(3), pp.412-422.
Shakeela, A. and Becken, S., 2015. Understanding tourism leaders’ perceptions of risks from
climate change: An assessment of policy-making processes in the Maldives using the social
amplification of risk framework (SARF). Journal of Sustainable Tourism, 23(1), pp.65-84.

TRAVEL AND TOURISM 18
Shakeela, A. and Becken, S., 2015. Understanding tourism leaders’ perceptions of risks from
climate change: An assessment of policy-making processes in the Maldives using the social
amplification of risk framework (SARF). Journal of Sustainable Tourism, 23(1), pp.65-84.
Sierra-Huelsz, J.A., and Kainer, K.A., 2018. Tourism consumption of biodiversity: A global
exploration of forest product use in thatched tropical resort architecture. Geoforum, 94, pp.1-
11.
Spencer, A., 2018. Travel and Tourism in the Caribbean: Challenges and Opportunities for
Small Island Developing States. USA: Springer.
Williams, A.T., Rangel-Buitrago, N.G., Anfuso, G., Cervantes, O. and Botero, C.M., 2016.
Litter impacts on scenery and tourism on the Colombian north Caribbean coast. Tourism
Management, 55, pp.209-224.
Williams, A.T., Rangel-Buitrago, N.G., Anfuso, G., Cervantes, O. and Botero, C.M., 2016.
Litter impacts on scenery and tourism on the Colombian north Caribbean coast. Tourism
Management, 55, pp.209-224.
Wong, P.P., 2018. Coastal Protection Measures–Case of Small Island Developing States to
Address Sea-level Rise. Asian Journal of Environment & Ecology, pp.1-14.
Woolward, K., 2018. Fanon, Freedom of Assembly, and the Right to Protest in the
Contemporary Caribbean. College Literature, 45(1), pp.32-38.