Resort Management Report

This report provides a comprehensive analysis of resort management, covering its various functions, the importance of a quality system, and procedures for managing incidents that could impact customer and staff safety. It examines different resort management structures and outlines a systematic approach to implementing a quality management system. The report also discusses procedures for handling incidents in compliance with relevant UK regulations.

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Analysis of the various functions of resort operation...........................................................3
1.2 Explanation about various resort management structure and organise various types of tour
operation......................................................................................................................................4
TASK 2............................................................................................................................................5
2.1 Explanation about significance of an effective quality system in resort operation...............5
2.1 Analysis about how implement an effective quality system by organisation ......................6
TASK 3............................................................................................................................................7
3.1 Analysis about a range of incidents that could affect the health and safety of customers
and staffs in a resort environment...............................................................................................7
3.2 Evaluation about procedure to be implemented by tour operator to deal with the situation.9
3.3 Discussion about the procedure to be implemented in dealing with incidents comply with
relevant UK.................................................................................................................................9
CONCLUSION ...............................................................................................................................9

INTRODUCTION
Resort management is an integral part of hospitality and lodging industry. It includes
spas, casinos, hotels and ski resorts. There are several mangers indifferent sections within hotel
and resort and handle several facilities and activities for customers related to food and beverage,
maintenance, accommodation, etc. In this business, customer’s play a very crucial role as
entire profitability is largely depends upon buyer’s satisfaction (Airey and Chong, 2010). Hence,
it is very important for management to acknowledge actual demand and requirement of
customers regarding services and facilities in the resort for delivery. The success of effective
resort management depends upon proper coordination among stakeholders and services which
delivers to customer.
The present report provides detailed knowledge and understanding about resort
management and its several functions which is operated by managers. Quality systems which
uses in the resort and hotel have been also discussed with respect of Thomas Cook Group. It is a
British Global Travel Company which serves tour and travelling services to customers.
TASK 1
1.1 Various functions of Resort Operations
Coordination and handling various stakeholders- This is important function of resort
management under which management must meet the requirement of vendors, suppliers for
effective return on inventory. In this aspect, Thomas Cook has to make effective coordination
and handle vendor activities so they can perform their responsibilities in effective manner. They
supply raw material and goods to company in negotiated prices and costs.
Health and safety issue-It is another significant function of resort to make sure that food is
hygienic and environment is safe and secure (Albaladejo-Pina and Díaz-Delfa, 2009). All
equipment, facilities, infrastructure and atmosphere should manage in such manner as employees
and guest cannot get any harm and injuries. Furthermore, company should follow all legislations
and laws that is related to health and safety of customers.
Provide high quality of services and good- Organisation should provide high quality of
facilities and services to its customers. It is great responsibility of management in the resort and
hotel to identify actual demand of customers and delivers services to them accordingly.

Legal regulations and legislation- This is another function that is used to provide protection
and security to employees and functions. This function helps to various departments within the
hotel to carry out activities and functions in more safe and secure manner. Further, employees
and customer can get advantages of their rights and precise.
Use high quality of technology- This function helps to improve its profit in the competitive
business environment. With the help of new and advanced technologies, all resorts and hotels
can improve the speed of services like online promotion, booking, communication etc.
Improvement of the productivity of employees- It is another important function to improve
ability, skill and quality of employees within the resort (Alegre and Pou, 2006.). This helps to
company in delivering high quality of facilities and services to its customers. Employees should
be professional and fully trained to perform in an excellent manner within company.
1.2 various resort management structure and organise tour operations
Resort management structure is very significant aspect in the resort operations by which
each and every activities and function regarding hotel, travel and tour can perform impressively.
Top authority in the corporation have to look upon the structure of this sector so as each one can
know their responsibilities and work regarding business and achieve determined objectives.
There are various structures available for the resort such as inclusive resort, full board, half
board, and self-catering (Ayuso, 2007). A formal agreement is being signed among organisation
on the basis of the negotiated cost and rate of various services.
The Resort Management Structure of the accommodation are discussed below-
All inclusive resort- ll inclusive resort includes all kind of facilities related to airport,
government taxes, stay and food etc.
Full board- In this section includes all combined excluding airport transfer and ticket prices for
customers. In addition to this, all kinds of modern amenities and facilities are also included in
this section.
Half Board- This section includes services like airport transfer, room, meals and all other kinds
of amenities. Half board structure of resort operation provides facility for breakfast and dinner
along with the cost of accommodation for tourists visiting resort.
Self Catering Restaurant- this section includes food and catering regarding services and
facilities for customers. It is the apartment that offers catering regarding services and facilities.

TASK 2
2.1 significance of an effective quality system in resort operation
In the resort management, quality system is another crucial aspect. With help of an
effective management of quality in services and facilities of resort, it can meet expectations of
customers and achieve determined objectives. There are several aspects of effective quality
system practices such as health and safety, audit and checks, legal responsibilities, dealing with
irregularities, contractual obligations and effective services (Blanke and Chiesa,2013). By the
help of quality system, a company can effectively deliver impressive services and facilities to its
buyers and fulfil their objective. Following are some significance of effective quality system in
the resort operation-
 With help of effective quality management system, management can deliver high quality
of services and facilities to its customers. It assists in overcome wastages and additional
costs from production and manufacturing activities through which quality of commodities
and services can automatically improve.
 In the Thomas cook, quality system helps in bring innovation and creativity along with
commodity and services. While cited venture implement system and practices in business
then it becomes easy to develop something new in the services and facilities.
 By implement health and safety guideline, resort can develop close coordination with the
tour operator. By help of health and safety guideline, company can effectively provide
high quality of health and safety facilities along with its services of accommodation and
resort (Cazcarro, Hoekstra and Chóliz, 2014.).
 By help of training and development program, resort can easily improve skills, ability
and quality of staff members and employees through which they can deliver high quality
of services to its customers.
 By help of auditing and proper checking, company can easily improve quality of services
and facilities. Audit focus on each and every activity of organisation and make some
changes financial sector or improve productivity and profit in employed state of affairs
Financial audit is help top improve productivity and performance to ascertained the
validity and dependability of substance, as well as to supply a monetary value of an
instrumentality intrinsic relation. To manage audit department and some external factor is
help to mange work productivity and increase overall evolution in market share.

 Company can also improve services and function of operation within the Resort by
implement several legislations and norms within firm (Choi and Sirakaya, 2006 ). Unfair
contract act with the consumer are avoided to safe guard from any adverse legal
implication. With help of several laws and regulation implementation, company can
improve service quality and provide protection to its customers.
2.1 Analysis about how implement an effective quality system by organisation
As per the above discussion it has been analysed that quality management system plays a
very significant role within an organisation that is Thomas cook by which it can deliver high
quality of services and facilities to its customers. The major objective of cited venture is to
provide effective resort services to buyer and earn maximum profitability and market share. By
implement several systems and methods Thomas cook can largely beneficial. Following are
systematic stages for implementation of quality system within company- Clarify vision, mission and value- This is the first stage of the implementation of quality
management system in the Thomas cook under which company develop its vision,
mission and value. (Cortes-Jimenez and Pulina, 2010.) It is very important for
management to convey proper aim, objective, mission and vision to all employees and
staff member so as they can acknowledge about it. Top management must set and
communicate goal, value and mission regarding business and convey to employees so as
they can acknowledge and make efforts to achieve it. Identification of critical success factor- This is another important stage in the
implementation of quality system in the company by which company can identify critical
success factors. By set critical success factor, company can easily achieve determined
success (Choi and Sirakaya, 2006). In this includes financial performance, customer
satisfaction, process improvement, market share, employees satisfaction, product quality. Develop measures and metrics to track CSF data- Once critical success factor are
identified then in the next stage company uses measures and tracks to measure
performance. With help of appropriate metrics and measures, company can easily
measure the performance. Identify key customer group- This is another one of the significant stage for implement
quality system in the company. It is important to select and target some group of
customers for implement quality system. In this company requires identifying actual

needs and demand of customer regarding product and services. According to this
demand, company improve quality of services and product. Solicit customer feedback- Once the quality system implemented in the corporation then
in the next stage company identify feedback and views of customers regarding existing
product and services. With help of taking feedback and reviews from customers,
corporation can easily identify their requirement and area of improvement in current
business unit. Develop improvement plan- Once the feedback and review of customer is collected by
company then in the next stage management focuses on the improvement area. On the
basis of customer review, requirement and thoughts corporation can improve existing
performance of business. With help of improvement plan in the business, company can
enhance quality of services and facilities.
 Resurvey- Once the improvement plan has systematically developed then in next stage
corporation conduct resurvey from customer so as it can acknowledge about new services
and facilities (Cortes-Jimenez and Pulina, 2010.).
As per the above discussion it has been identified that there is a systematic procedure to
implement quality system within Thomas cook. Training and development, proper statistics,
legislation regarding health and safety, maintain health and safety compliances etc are effective
quality system that have been implemented in Thomas cook for improve its quality and
performance.
TASK 3
3.1 Analysis about a range of incidents that could affect the health and safety of customers and
staffs in a resort environment
In the Thomas cook group, customer plays a very crucial role for earn maximum
profitability and outcome. In the absence of customer, it is impossible to gain profitability and
market share. Thus, it is very important for company to make customer satisfy and happy. By
deliver excellent services and facilities company can make customer happy and provide effective
satisfaction. In addition to this, health and safety of customer is another major concern within the
Thomas cook. Firm should focus on health and safety concern of customers and make such
arrangement and facilities through which they can not get harm and injure. On the other hand
employees are also a very important part of organisation who help to company in achieve its

determined objective (Cuccia and Rizzo, 2011). Organisation should also focus on health and
safety of employees. There can be a range of different incidents which may affect the company
environment such as natural incidents, transport incidents, medical incidents, political problem,
accommodation and transportation issue. Following are systematic description about range of
incidents-
 Natural incident- Natural incident is related to natural resources and materials that can
affect the resort environment and tourist experience as well. It includes natural disasters
and natural accidents which can not control by anyone. This kind of incident can affect
both customer and employees within company. Organisation should adopt such effective
method and practices through which natural incidents and its impact can overcome and
control from country.
 Transport incidents- Transport incidents includes crashes, hijack, safety issue at aviation
and unsuitable vehicle. In the aviation industry, lack of experience in pilot, personnels
shortage and flights and ground crew can create some of this transportation related issue
(Dann and Liebman Parrinello,2009). This kind of incident affect the customers in large
manner so it is very important for company to implement effective transportation
facilities and services through which no one can harm and injured from it. In addition to
this, company should follow legislation and norm regarding health and safety of
customers and employees through which they can not get harm.
 Accommodation and transportation issue- This is one of the major issue and problem
associated with accommodation and transportation in the travel and tour organisation that
should consider buy company in effective manner.
All such sort of effect is give negative effect and roll out a few improvements in piece of the
overall industry. To give the best nature of administrations in nourishment part and give crisp
sustenance to expel such sort of movement and roll out a few improvements in general
advancement in showcase and enhance general improvement promotion evacuate such sort of
action in work put (De-qian, 2006). There are some political issues are likewise similar to rode
office isn't appropriate, common question and settlement security and fire to build general
improvement in piece of the overall industry and increment development rate in advertise. All
such sort of issue is give coordinate effect and diminish the level of fulfillment of visit and
voyaging segment and roll out a few improvements in general advancement in advertise.

3.2 Evaluation about procedure to be implemented by tour operator to deal with the situation
As per the above discussion it has been analysed that there are various kinds of incidents
included in the tour and travel sector. These incidents can affect negatively to customer and
employees. Procedure implementation by the tour operator comply with the effective and
systematic guideline of the trade association and government bodies. Foreign and commonwealth
officer plays a very crucial role in overcome these incidents negative impact upon the customer
and employees. In addition to this, government plays also a very significant role in overcome the
impact of negative incident with staff member and customers. There should additional number of
people in the team such as representative from red cross, technical officer, press officer etc.
There are some techniques that can use to overcome and manage these incidents in the
organisation. (Dodds and Kelman, 2008) Training and development is one of the effective
method to overcome the incident with employees and customer within Thomas cook. With help
of training and development, employees can easily acknowledge the methods and criteria to
operate business effectively and safely within the company. They can learn criteria to conduct
operation in safe manner with help of training and development program. Thus, it can be said
that Thomas cook should organise training and development program for its employees so as
they can improve their performance and criteria of working at workplace. This helps in
overcome uncertain hazard and accident at workplace and other incidents which is controllable.
Another significant method to overcome incident is application of legislation and regulation
regarding employees, customer and business within business unit. As government have
developed several kinds of the legislation regarding protection and health safety of customer and
employees. With help of these legislations, company can keep secure its worker as well as
employees.
3.3 Discussion about the procedure to be implemented in dealing with incidents comply with
relevant UK
As per the above discussion it has been analysed that there are various incidents that can affect
negative impact upon the employees and customers. There is center around some more
difference in state according to need of general devolution and roll out a few improvements
according to need of customer in showcase. To be utilize some new structure according to need
of general improvement and utilize line administration to tackle any sort of issue in work put.
There is finished spotlight on change in piece of the pie of resort and roll out a few

improvements in general advancement in advertise. A line pull off worker who specifically
oversee different representatives to resort activity and make a few changers in general workplace
and increment development rate in advertise (Fons, Fierro and y Patiño, 2011.). This is help to
oversee work and enhance general future advancement according to need of piece of the overall
industry. Some other factor and roll out a few improvements in general advancement and piece
of the overall industry. A line pull off representative who straightforwardly oversee different
representatives to resort task and make a few changers in general workplace and increment
development rate in advertise.
The above method that is used for improve condition within Thomas cook is very effective
through which effective safety and security can provides to employees as well as customers.
CONCLUSION
From this entire report it has been concluded that quality system is another one of most
crucial aspect which should consider by top management. With help of effective management of
quality in the services and facilities of resort, organisation can able to meet expectation of
customers and achieve determined objective. It has been also concluded that Top authority in the
corporation have to look upon the structure of this sector so as each one can know their
responsibilities and work regarding business and achieve determined objective. There are various
structure available for the resort such as inclusive resort, full board, half board, bed and breakfast
and self catering etc.

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