Analysis of Resort Operation Management: Thomson Travel Group Report

This report provides a detailed analysis of resort operation management, using Thomson Travel Group as a case study. It begins with an introduction to resort management and the selection of Thomson Travel Group, outlining the company's diverse operations in the travel and tourism industry. T...Read More

Resort Operation
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1. Various functions of resort operations............................................................................1
1.2 Resort management structure and various types of relatable activities............................2
M1 Complex problems related to various functions of resort................................................5
D1 Current management structure of resort...........................................................................5
TASK 2............................................................................................................................................5
2.1. Importance of an effective quality system.......................................................................5
2.2. Positive impact of effective quality system on resort operations....................................6
M2. Synthesis the process complex information related to managing conflicts and legal issues
................................................................................................................................................8
M3. Approach used to quality management in resort.............................................................8
D2 How quality system applied in resort management..........................................................8
TASK 3............................................................................................................................................8
3.1. Analysis of range of incidents which could affect health and safety of customers and staff
................................................................................................................................................8
3.2 Evaluation of procedure to prevention from these incidents............................................9
3.3 Procedures to deal with these incidents which is comply by UK law............................10
D3. How resort management solve complex problem.........................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Resort management is managing regular operations of hotels and other vacation
destinations. It ensure the high quality customer service, guest satisfaction and effective use of
resources. To better understand the concept of resort operation management, Thomson Travel
Group, Luton, England is selected. The company deals in charter and scheduled passengers
airlines, package holidays, cruise lines, hotels and resorts etc. This also provides the destinations
services on Caribbean and Indian Ocean resorts. In this present report, function and structure of
resort operations has been explained. Apart from this, the role and impact of quality systems and
procedures is also being discussed. In a resort, there can be various incidents occurs which is also
being discussed in present report.
TASK 1
1.1. Various functions of resort operations
Resort operations are those which are performed in a resort to meet the demand of
customers efficiently and effectively. Basically, it is part of hospitality and lodging industry.
Resource operations includes managing the daily activities and structure of resort, proper use of
resort supplies and first class take care of resort rooms and other property. There are various
functions which is performed by Thomson Group to manage the resort operations effectively
these are as follows:
Coordination:
Coordination refers to the synchronization among the group members to achieve a
common goal of organisation. It can be considered as a hidden force which compile all other
functions of management. It is a process to make a connection and link between different
function of organisation. Coordination assist a business to achieve the organisational goals
effectively and efficiently. This synergies and balance difference of opinions of individuals and
departments in a unified direction which is organisational goal. As it is important for Thomson
group's employees to have better coordination among various departments for smooth
functioning of business activities. For example; if food and beverages production department of
company does not coordinate with sales department then production could be more or less than
required sales. So it is very important to have better coordination among departments, it
facilitates smooth function of business.
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Handling of various tour operators:
Tour operators are the combined tours and travel element which comes together to create
a package holiday. The most common products of tour operators are flight on a charter airline
and transfer from airport to hotel and vice versa. And this includes the services of local guides to
tourist and these all are provided at one price. They promote their products and services through
producing brochures and templates. As company Thomson group deals in travel and tour
industry. And this also operates various tour operators to create attractive holiday package for
customers.
Customer services functions:
Customer is considered as most valuable person in every industry. All the activities and
functions are performed in a business to satisfy the customers. The company deals in services
industry which is totally customer centric. The better service Thomson group will provide, more
number of customers will be attracted towards the company's services. Customer service
functions includes helpful and high quality service to customers. The main customer service
function is providing timely assistance and meeting requirement of customers. Thomson group
can follow SERVQUAL model to provide better customer service. This model includes five
dimension which are reliability, assurance, tangibles, empathy and responsiveness to customers
(Kotas, 2014).
Managing legal, health and safety issues:
These issues are very common in every organisation and management of these issues are
very crucial. Legal issues are related with rules and regulations which are imposed by
government in industry to operate its business. The laws and legislation should be followed by
every organisation. The non following of these laws could lead to heavy penalties and other legal
issues for Thomson Group.
1.2 Resort management structure and various types of relatable activities
Management Structure
Management structure refers to the allocation of task and activities, coordination and
supervision, are directed to achieve the organisational goals effectively and efficiently. As an
organisation must be efficient, effective, flexible and innovative to take competitive advantage.
The resort management structure for company are as follows:
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Top Level Resort Management:
Top level management of Thomson Travel Group takes the strategic and financial
decisions of company. This management includes followings:
Director:
Director of resort is a person who leads and supervises the company. Often companies
have various directors for the different business functions. But in the company, there is one
independent director who takes important decisions and delegate task to subordinates.
Managers:
A business manager is the person who manages and drives the work of other in order to
run a business effectively and efficiently. The director of Thomson Group Resort assign the task
to manager and as an outcome director wants the get resort goals achieved
Middle Level Resort Management:
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Middle level management takes order from top level and then give instruction to lower
level management. It includes:
Assistant Manager:
The duty of assistant manager involve direct supervision of staff, employees analysis,
initial disciplinary contact and performing other managerial task when manager is not available.
As assistant manager of resort reports the details to managers.
Human Resource Manager:
The human resource manager of resort recruit the staff for operating daily activities of
resort. Apart from recruiting, HR manager manages the staff and delegate task according to their
capabilities.
Lower Level Resort Management:
Lower management gets instruction from both middle and top level management. This
includes:
Chefs for Cook:
Chefs are those who take care about cooking and managing the food in a resort. They
prepare food for their guests (Clark, 2018).
Waiter:
Waiters take care about serving the food to guest which is prepared by cook. Other than
this, waiter also serve the things which is ordered by their customers.
Supporting Staff:
Supporting staff includes the house keeping, cleaners and other supporting staff who are
working in resort to serve better to customers.
Also, Thompson Resort Group organise their work as per their guest related activities such as:
Guest related Activities:
To attract the guest of resort, Thomson travel group organise different types of activities
for guest entertainment. They organise beach game like beach volleyball and pool games also.
As apart from this some health related activities like Yoga and Aqua fitness are being also
organised by resort. As a special programme diving is also being organise by resort.
Winter Sports:
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As resort organises the various seasonal events, winter sport is one of them. It includes
the ice-skating, indoor swimming, hot tubing, game rooms and local forms of entertainment such
as clubbing activities also.
M1 Complex problems related to various functions of resort
There are different functions are performed in a resort to operate resort effectively and to
meet customer requirements. The big issue arises at the time of coordination. The better
coordination is very important for organisation, but at the same time this is very tough to have
effective communication and coordination among various departments. The meeting of
customers demand and needs are very difficult in today's dynamic market. Because customer
demand and taste changes frequently. The legal, health and safety related issues are most
complex issue of resort function. By continuous monitoring of laws and by keeping proper safety
measures this issue can be overcome.
D1 Current management structure of resort
Thomson Travel Group is currently following Matrix management structure for
performing business operations. Under this structure, employees and staffs have multiple bosses
and reporting lines. The employees do not only report to divisional manager but also report to
specific project manager. The resort employees have different bosses according to level of
management and they report to multiple managers also.
TASK 2
2.1. Importance of an effective quality system
Effective quality should be maintained by the resort so that more number of consumers
can be attracted towards it. Quality system involves certain procedures, document processes,
regulations and responsibilities to achieve quality objectives and policies. Thomson Travel
Group apply total quality management system in its resort operations so that it can provide and
maintain better quality in its resort (Davis and et. al., 2018).
Total Quality Management refers to improving quality of products and services to
achieve customer satisfaction. TQM is a technique which can be used to get long term success
with the help of customers satisfaction. In this technique, all members of company put their 100
percent efforts to improve services, products, process and the culture. Importance of total quality
management are as follows:
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Quality improvement culture:
Culture of organisation need to be modernized activities and services as per the
requirements of customer so that employees can feel comfortable to work. Thomson Travel
Group has managed effective culture and take advise from its workers so that better culture can
be maintained (Françoisand et. al., 2014).
Continuous improvement in process:
Continuous improvement is need of the organisation so that it can manage its operations
effectively and smoothly. Thomson Travel Group can improve its procedures, policies and
process so that management can effectively control all the things related to process which can
help in effective quality system.
Focus on consumer requirements:
If an organisation want to survive in the market than this is essential to meet the
requirements of its consumers so that this can satisfy them. Thomson Travel Group can fulfil the
demands of consumers by providing better services and facilities to its consumers which can help
in effective quality system.
Effective control:
To perform better, it is important to have effective control system. It can be possible
through the analysis, evaluations and measuring the performance of business. Thomson Travel
Group can measure the performance of its employees and its business which can help in effective
quality system.
In the resort, there can arise various legal issues and conflicts can arises. When company
promise to customers that they will provide a particular type of services and facilities to them
and if they deny from it than legal issues and conflicts can be occur. TQM can help to solve the
issues and conflicts because it focuses on customers satisfaction. If consumers are happy and
satisfy than chances of legal issues and conflicts can be minimise or reduce.
2.2. Positive impact of effective quality system on resort operations.
Total quality management is a management approach for long term success through
customer satisfaction. Under this process, all members of an organisation take participate in
improving processes, products, services and culture in which they work. This is very helpful in
service industry as main focus of this approach is to meet the customers need and demands. The
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implementation of this approach in resort have made some positive changes in providing resort
services (Marchington and et. al., 2016). These are as follows:
Reservation Services:
As now one can take online reservation for particular room of resort. Apart from this, in
there is amusement park in resort and ticket for this park can be booked online. As before
implementation of TQM, this facility was not there. But due to continuous motoring resort
management come to know about this and one can book online ticket for pool party.
Technical Services:
Technical services are those which are related with technical part of resort like checking
of electricity power of all rooms in resort have been improved after implementing the total
quality management. Employees and staff are regularly checking that all items like AC, TV and
Heater etc. are properly working or not. By applying total quality management, resort have
improved their technical services. The TQM has positive impact on the technical services of
resort (Ming, Li and Yanying, 2015).
Housekeeping:
Housekeeping is one of most important operational service for resort as well as for
customers. It is the act of cleaning and furnishing of resort rooms. This includes disposing of
rubbish, cleaning dirty surfaces of resort, dusting and vacuum. The areas which covers by
housekeeping are rooms, public area, rest room, laundry and valet services etc. As all these
services have been improved in resort after implementation of total quality management. The
approach and house keeping services both are customer centric so TQM made a positive impact
on housekeeping service of resort. It is attracting the new customers also. For example, the
housekeeping services were not good in resort before application of TQM but after the
implementation the housekeeping services have been improved day by day.
Human resource operation:
Human resource is related with HR operations for corporate office and resorts. It
manages manpower in resort and motivate them to work. This includes the managing payroll,
staffing, maintenance, risk management and employee relations. As after implementation of total
quality management, the operation of human resources have been improved in resort. As all
employees have come together to achieve the goal of company through providing better services
to customers of resort. The HR of resort provides the training to staff so they can provide
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effectively services to customers. The training took place after implementation of total quality
management (Niu and et. al., 2016).
M2. Synthesis the process complex information related to managing conflicts and legal issues
In resort, there can be legal issues and conflicts that can be arise because company has to
follow and maintain the various rules and regulation according to the nations and its
requirements. For example, Manager of resort made promise with its consumers, that they will
arrange winter events. And customers does not need to pay extra charges for that. But when
persons arrive that place to participate in winter events than manager told them that persons have
to pay extra charges for it. So it is a matter of conflict and legal issues. In that case consumers
can file the suit against the manager and resort.
M3. Approach used to quality management in resort
The total quality management approach is used by Thomson Resort Group to improve
their operations in resort and to provide better customer services. The main aim of this approach
is providing quality services and achieve high level of customer satisfaction. This approach is
very helpful for management as by implementing this approach, staff and employees comes
together to achieve organisation goal on time. It also facilitate the management in decision
making. Total quality management is very helpful in resolving conflict among staff of resort.
After applying this approach in resort, all staff comes together and work for a common goal
(Page, 2014).
D2 How quality system applied in resort management
Covered in PPT
TASK 3
3.1. Analysis of range of incidents which could affect health and safety of customers and staff
An incident, in reference to health and safety, is an unintended event which effect on
regular operations of business. Incident refers to an unplanned and undesired circumstance which
have adverse effect on operations of resort. The incident have huge impact on health and safety
of staff and customers of that business. There are various incidents which can occur in resort
environment and can effect the health and safety of individuals. These are as follows:
Natural Incident:
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Natural incident or disaster is a major harmful event which is resulting from natural
processes of earth like floods, hurricanes, earthquakes and tsunamis etc. As all these are natural
incident which could have major effect on health of customers and staff of company. All these
are uncontrollable events which can not be stopped by taking any proactive measures. But to
prevent health of these customers and employees, resort management should take reactive
measures (Parisio and et. al., 2014).
Transport Incident:
Transport incident which occurs during the transportation. Transport incident includes
aviation incident, sailing ship, cruise, rail and road incident comes under this category. As For
example, Thomson group travel has its own cruise and airline so if any incident happen in these,
it can have huge impact on staffs and customers of this company. As staffs and employees are
most valuable assets for any company so it can leads to heavy losses for company. These kind of
incident can lead to heavy injuries and even death of staff and customers (Rushton, Croucher and
Baker, 2014).
Environmental Incidents:
This is an event which may cause harm or potential harm to the environment receptor like
air, water, land and wildlife. This is related with a specific occurrence of pollution and
degradation in quality of environment related to a specific events. These incidents can have a bad
effect on the health of employees and customers of tour operator. Pollution could lead to health
problem like breathing problem and eyes problem to the customers and employees of resort.
3.2 Evaluation of procedure to prevention from these incidents
There are some ways to prevent the employees and staffs from these incidents. These are
as follows:
Incorporate a safety and wellness plan:
There should be proper safety and wellness plan to prevent the employees and staffs
health from these incidents. The Thomson Travel Group should have proper plan for any kind of
uncontrollable incidents so they can save health of their stakeholders.
Managing proper equipments:
As there should be proper safety equipments in resort, which can be used by Thomson
Travel Group at the time of incident occurs. These equipments should be well maintained as per
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working condition so it can be used effectively and incidents effect on health can be reduced
(Sherif, 2015).
Provide immediate rescue:
This is a reactive measure of prevention to provide instant rescue to people so harm of
this incidents can be reduced. The Thomson Travel Group should provide the immediate rescue
and first aid to people.
Make an effective team:
The resort management should make an effective team to provide the health and safety
related services to the staffs and customers. These team will provide first aid to injured peoples.
3.3 Procedures to deal with these incidents which is comply by UK law
There are some laws which are related with the health and safety of staffs and customers
at premise of company. These laws provides a proper procedures to deal with these kinds of
situations. Such procedure should be followed by the industry so they can provide proper safety
services to people. The procedure is described below:
Analysis of nature of incidents: This is the first step of procedure, according to health
and safety regulation of Great Britain is management needs to analyse the nature of incidents like
what kind of incident occurred. Analysis of probable and incurred incidents would make it easy
for organisation in selecting the prevention tool. With the help of analysis Thomson Travel
Group would only take necessary equipments which will literally helpful in prevention (Spandre
and et.al., 2016). So the resort management should analyse nature of incident and accordingly
use the tools.
Action Plan: The proper action plan is second step which is given by health and safety
regulations of UK. To provide the effective services to needy ones, there should be proper action
plan with resort management. The action plan will be helpful for resort management to prevent
and provide better aid to peoples.
Team Formation: To provide the safety measures to people, it is very important for
resort management to have an effective team. A team would be able to provide the safety
measures to all the people. Because they will have their task which will be performed by them
(Stoppato and et. al., 2016).
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Implementation of Plan: It is the important step because plan will be implemented by
the management as the effective plan will leads to provide safety and health measures to all the
injured peoples.
Monitoring: Monitoring and reviewing is important part for every executed plan because
it assist management that there plan is successful or not in saving the people life.
This is the procedure which is provided by the law and trade association to industry.
D3. How resort management solve complex problem
It is very important for any company to minimise and solves the management issues and
problems so that management of resort can perform at best to deliver their services. Resort
manager can apply Total Quality Management system so that it can solve the complex issues as
soon as possible. TQM helps the company to satisfy its consumers by following the rules,
regulations and polices as per the requirement (YE and et. al., 2015). If consumers are satisfy
than it is less chances that problems will arises. It help the resort management to work effectively
and efficiently. For example Thomson Group applied TQM to improve the quality of their
services.
CONCLUSION
In the conclusion it can be said resort operation management plays vital role in customer
satisfaction. There are various functions which is performed in resort operations to meet
customer requirements. As quality system has a great effect on improving and making positive
impact on the function of resort operations. The total quality management has been used by
resort to improve the quality of its products and services. There are various uncontrollable
incidents which can occurs and which can have adverse effect on the health of customers and
staffs. To prevent from these incidents, there is a procedure which is developed by UK law for
industry. The industry must follow the laws related to trade and procedure to prevent resort from
incidents.
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REFERENCES
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Ming, Z., Li, S. and Yanying, H., 2015. Status, challenges and countermeasures of demand-side
management development in China. Renewable and Sustainable Energy Reviews. 47.
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Niu, Y. and et. al., 2016. How do destination management organization-led postings facilitate
word-of-mouth communications in online tourist communities? A content analysis of
China’s 5A-class tourist resort websites. Journal of Travel & Tourism Marketing. 33(7).
pp.929-948.
Page, S. J., 2014. Tourism management. Routledge.
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Sherif, M., 2015. Group conflict and co-operation: Their social psychology. Psychology Press.
Spandre, P. and et. al., 2016. Panel based assessment of snow management operations in French
ski resorts. Journal of Outdoor Recreation and Tourism. 16. pp.24-36.
Stoppato, A. and et. al., 2016. A model for the optimal design and management of a cogeneration
system with energy storage. Energy and Buildings. 124. pp.241-247.
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Online
Resort Operation Management. 2018. [Online]. Available through:
<https://www.leisurehotel.com/services/resort-management-services/>
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