Resort Operations Management: An Analysis of Elegant Resorts UK

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RESORT OPERATIONS
MANAGEMENT
ELEGANT RESORTS UK

Table of Contents
Introduction.......................................................................................................................................2
Task 1.................................................................................................................................................2
P 1.1 Investigate and analyse the various functions of resort operations...........................................2
P1.2 Analyse how the resort managements structure and organise the various types of tour
operators and their guest-related activities.........................................................................................4
Task 2.................................................................................................................................................5
P 2.1 Examine the importance of an effective quality system in resort operations and discuss how
the chosen resorts apply and monitor quality procedures in managing conflicts and the legal issues.
...........................................................................................................................................................5
P 2.2 Analyse how implementing an effective quality system by your organisation (tour operator)
has produced results in positive impacts on the operation of the resort.............................................6
Task 3.................................................................................................................................................8
3.1 Analysis of range of incidents that could affect the health and safety of customers and staffs in a
resort environment as well as in transit..............................................................................................8
3.2 Evaluate the procedures to be implemented by a tour operator to deal with the situation.......9
3.3 Discuss how the procedures to be implemented in dealing with incidents comply with relevant
UK/European laws and the guidelines of trade association.............................................................10
Conclusion.......................................................................................................................................10
References.......................................................................................................................................10

Introduction
The study is based on Elegant Resorts. It has started its journey in 2018 and it is having its
operations in Chester located within UK. They are having a small team which is useful in
providing high quality tour services to the people of UK. They have been providing high
quality luxury holiday packages to the people of the UK with the finest UKL hotels has been
in collaboration with them for making the stays memorable for the customers across the
world. This tour operator firm has the skilled expertise and the team which is highly
experienced and influential for providing the luxury travel and it is providing the guests with
the high quality tourism experience. They are having the small concierge team which is
offering great customer or guest services with the implementation of easy access to the
booking facilities given to them (Chon and Yu 2012). They have been now world famous
tour operator firm as they have the strong presence in the global market. Travel and tourism
is one of the most popular and widely spread industries in this world. This is one of the most
important sectors which have a major contribution in the UK economy as UK is famous for
the travel and tourism destinations as people from all around the globe come to UK for
tourism only (Chon and Yu 2012). The Moon palace and Grand Palladium Jamaica resort &
spa which are located both in Jamaica has been considered in this study
Task 1
P 1.1 Determination of different operations of resorts
According to Ahn and Back (2018) resort is the place where the people are given the
accommodation and the other facilities on a single location. The different types of resort
functions are given below
Coordination and Handling of Tour Operators
They have been implementing the holiday and the tour packages to the guests. It is seen that
the tour operators have been making the reservations or the booking of the resorts either
online or offline. The tour operators has been providing the detailed knowledge of the tour
products and services first to the customers and after that if the customer feels that they
would be purchasing the tour products and services then they would be taking the services
offered by them. The tour operators also meet with the contracted holiday elements so that
they can be able to provide the tip level services to the visitors. They have been providing the

coordination of services with the suppliers, meet up and follow the legislative requirements.
They have been also conducting the training programmes and analysing or tracking the profit
margin for the suppliers.
Customer Service
The tour operator has developed the payment operations, making the reservations for the
customers which is done either online or offline booking to be taking place. The tour operator
helps in the marketing of the products and services which will be sold to the customers. They
are also providing the detailed knowledge of the tour and holiday packages to be sold it to
them. The tour operator is also evaluating the distribution channels required for the
distribution of the tour products and services. It is providing the entertainment; value added
services, car hiring and the excursion services for the guests. There have been the
transportation services to be given to the customers by the tour operator inside the resorts.
The customers are provided with the facilities like the AC, food and beverages and the room
service in accordance with the customer tastes.
Managing health and Safety
The tour operator is also implementing the function of providing and managing the health and
safety of the guests along with the employees who are staying in both the resorts arranged by
the tour operator. The tour operator has been developing the policy statements for managing
any kind of legal problems if raised in the arranged resorts. The tour operator is also making
the guest understand about the rules and regulations of the resort so that they can be able to
know it and work accordingly as well. The tour operator should be providing the training to
the resort staffs regarding the health and safety legislations. The staffs need to be aware of the
accident recovery process so that the emergency or accidental situations could be tackled
properly.
Complaints Handling
The tour operator also has the function of maintaining and managing the complaints made by
the guest or the visitors who are there inside the resorts. It is seen that the complaints are
recorded and after that it is analysed and passed it to the staffs. The staff feedbacks are
evaluated by the tour coordinator and then the complaints are handled with great care.

P1.2 Analysis of the different types of resort structures and tour operators
There are various types of resort management structures to be developed which is including
the inclusive resort, full board, half board, B&B and self catering. The inclusive resort is
involving the pricing of the resort, airport transfers, baggage handling, government tax, room,
food and beverages, equipments. In the self catering resort type, there has been the
arrangement of the self catering is done which is usually having the equipments used in the
kitchens of the resorts but the quantity is quite less. In the self catering type, the ovens are not
provided all the times, microwaves are presented in limited but the fridge is generally given
to the staffs (Thomé Scavarda and Scavarda 2016). In this type of resort management
structure, the customers can be able to save their money on holiday pricing and it provides
much more options for them. The purpose built resort management type has been widely
popular in families which are offering the accommodation and other facilities.
The B&B is the type of resort management structure which is including the cost of
accommodation and the breakfast though it is complimentary. The half board resort
management structure is providing the dinner and breakfast along with the accommodation
costs for the guests who are coming to the resorts (Swarbrooke and Page 2012). It is also seen
that in this type the lunch is also provided to the guests in case the breakfast is not given to
them. In full board type of resort management the three types of meals are provided to the
guests which is included in the accommodation price given by them. It is also involving the
winter sports and diving activities to be included.
According to the study the two resorts of Jamaica has been providing the full board type of
resort management structure to the guests as they have been providing all the meals to them
which is included in the accommodation pricing paid by the visitors. The winter sports and
the diving activities are to be organized as well.
Task 2
P 2.1 Discussion of importance of quality system and how it sis applied in resorts in
managing crisis situations
Importance of effective quality system
The quality system has been important in managing and delivering the quality services to the
guests or the visitors arranged by Elegant resorts in both the reports which is selected for the

study. It is important that the effective quality management practices are to be implemented
by Elegant Resorts for the people who are staying in both of these resorts. There have been
different types of resorts operations are there which is needed to be managed and monitored
by the tour coordinator arranged by the tour operator firm like Elegant Resorts. It is seen that
the development and the implementation of the quality system can be useful in implementing
the quality management practices in both of the resorts (Page et al. 2017). It is important in
analysing and evaluating the quality management issues which might be taking place in these
resorts. The quality system is also essential in managing and evaluating the legal issues which
might come up with both of the resorts. The quality system is also applicable in analysing and
evaluating the quality procedures for managing the conflicts and the legal issues in both of
the resorts.
Legal issues Developed
Health and Safety
It is important that the tour coordinator of Elegant Resorts should be evaluating and
managing the health and safety related issues which might be coming up in both the resorts of
Jamaica. It is ensured that the health and safety standards are needed to be maintained by the
management of both the resorts. The tour coordinator appointed by Elegant Resorts must look
after the safety of the balcony of the rooms, safety of the swimming pools inside the resorts,
safety of the exterior and the interior of the rooms, food and hygiene, gas safety and
providing the notices of warning in the place where the guests are not allowed to enter
(Yeoman et al. 2012). There is the need of H&S audits to be done by the professionals and
the proper documentation is done. There is the need of the supplier audit to be done which is
useful in managing the conflicts and the legal issues. According to the regulation 15 the tour
operator is liable if the contract is not satisfying.
Documentation
The proper documentation might not be provided by the management of the resorts which is
the legal issue for the resort operations. The reports on the statistics of the accidents taking
place inside the resorts and it should be reviewed as well. There might be breach of contract
to be taking place if the guest goes to the resort and it si overbooked and if the customer is
not been able to pay the balance by date.
Ethical code of conduct

It is the ethical responsibility of the management of the resorts to be able to provide the
services to the guest which are under the contract. If the services are not according to the
expectations of the visitors then there has been the breach in the agreement made with them.
Management of conflicts
There have been several quality procedures to be implemented for managing the conflicts and
the legal issues and they are underpinned below
 The level of communication needs to be effective between the tour operator and the
management of the resorts.
 The use of the video tapes and reports on the incidents needs to be provided to the
management of the resorts.
 The effective training on the health and safety is to be provided to the staffs who are
working in both the resorts.
 The inspections and the audits are to be implemented by the manager or the owner of
the resorts as indicated by the tour coordinator.
 The development of the risk assessments is needed for ensuring the quality to be
managed at the resorts.
 The implementation of TQM is needed for improving the quality standards.
 The compliance with the legislative requirements is to be done by the manager of the
resorts.
P 2.2 Analysis of importance of quality system implementation and its benefits on the
resort operations
The implementation of the quality management system has the huge positive impact on the
operations of the resorts as indicated in this study and the impact has been highlighted below
H&S Legislations
It is seen that with the effective quality management system to be implemented, the
management of the resorts should comply with the health and safety regulations incorporated
in both of these resorts.
Guests Security

The implementation of the effective quality systems as developed by the tour operator like
Elegant resorts in this case will help in providing high quality security to the visitors. The
proper training to the staffs given, the proper documentation helps in maintaining the legal
and regulatory standards of both the resorts.
Customer Service
With the effective quality management system to be developed, the tour operator might be
able to provide high quality customer services. This is done by improving the personal
relationships with the visitors by the tour operator and the manager of the resorts (Grossman
and Rockoff 2015). The 24 hour duty officer is appointed for the emergency situations to be
handled. The review of the accidents and the provision of the statistics help in improving the
services to the visitors.
Monitoring Performance
There have been the risk assessments to be done by the tour operator in order to identify and
evaluate the risks available within the resorts. The development of the periodic audits and the
risk assessment plans are to be developed which is useful in the effective quality system to be
implemented (Ahn and Back 2018). There has been the monitoring and reviewing of the
emergency situations and accident statistics and reports generated by the tour operator which
is due to the implementation of effective quality system.
Task 3
3.1 Analysis of different situations affecting the H&S of service users and employees in
resorts
There are range of incidents which might affect the health and safety of the customers and the
staffs in a resort environment as well in transit and they are explained below
Natural Incidents
The natural incidents are caused by the nature and there is no human control over these types
of incidents. The natural incidents could include the tropical cyclones, earthquakes, flood,
tidal waves, volcanic eruptions and the avalanches which might affect the resort properties

resulting in loss and permanent damage to H&S of the customers as well the employees
working inside any resorts.
Transport Incidents
The transport incidents could be the plane hijacks, crashes, aviation safety issues and the rail
safety issues as well. The aviations safety issue takes place due to the inexperienced pilots,
the poor administration system, lack of flight and cabin crew which is affecting the H&S of
the customers when they are in transit.
Medical Incidents
The medical incidents are the type of incidents which is taken place due to the poor health
related issue staking place during the stay and transit of the customers inside the resorts. The
poor health could be due to the unsafe and unhygienic food intake by the customers when
they are in the resorts or during their travel when they are in transit.

Political incidents
The political incidents could be the incidents which are determined by the incidents which
have the politics. It could be the Iraq war which has taken place in 1991. The tour operators
have denied arranging any holiday and tour packages for the customers who want to travel to
Iraq. The political incidents also consider the riots taking place in the areas where the resort is
located and this might damage and loss to the health and safety of the employees and the
customers. The cases of terrorism which might be the Taj attacks of Mumbai have been
affecting the H&S of the customers and the staffs.
3.2 Evaluation of the ways developed by tour operator in managing
emergency situations
Elegant resorts for dealing with the natural incidents they have been appointing the Disaster
Victim Police Identification teams for the identification of teh dead bodies found after the
natural incidents have occurred in any resort. There will be the disaster teams to be developed
for providing supervision to the victimized. There will be the conduction of the Police Family
Liasion officers in the UK to ensure that the family members as well the friends are always
informed of the incidents. The counselling with the help of GPs, the allocation of the British
Red Cross trained volunteers and the disaster action charity is run for supporting the family
members and the friends of the victimized individuals. There would be the development of
the British Red Cross Relief fund to be implemented for the victims of UK providing help to
those who are affected in the resorts. The tour operator need to be providing the alert
messages and warning notices to the visitors and provide them the advices of how to deal
with serious accidents and the natural incidents of taken place. The tour operator arranges the
medical attention within the resorts and for the transit of the visitors. The tour operator has
been hiring the emergency teams who are there inside the resorts for providing emergency
help to the visitors and the employees if needed. The tour operator has been arranging the
crisis response teams who will be reacting swiftly to any kind of incidents occurred within
the resorts. The tour operator should be having good relationship with the police officers of
the local area and communicate with their family members and the friends via emails, texts
and SMSs in order to deal with the situation. There should be the development of the back up
plans for dealing with the emergency and natural incidents occurred as well.

3.3 Discuss the ways in managing the incidents in relation to the UK laws of trade
association
It is seen that the legislative bodies like the ABTA and FCO has developed specific
guidelines which is needed to be implemented by the tour operator when they have been
arranging tours at the time of emergencies and for dealing with the incidents occurred.
As per the law of FCO, the tour operator should be informing the specialist Disaster
Identification Police for the evaluation of the dead bodies. The Police Family Liasion officers
should be providing the information about the victimized people which is needed to be told
the family members and the friends. The NHS and the trained volunteers of the British Red
Cross will be working on the supervision and dealing with the emergency situations. As per
the law of ABTA the employees who are working within the resorts should be given the
proper supervision and training to be able to deal with the incidents and the emergency
situations and how to deal with crisis (Chon and Yu 2012). The tour operator should be
ensuring the medical help, the use of the different equipments which will help in coming out
of the crisis. The UK or the EU laws needs to be followed by the tour operator for arranging
the tours in any part of the country or outside UK. The support from the local communities,
local authorities and the back up plans are to be generated and followed by the tour operator.
The health and safety legislations are to be followed by the tour operator for ensuring the
health and safety of the employees and the visitors (Spector et al 2012).
Conclusion
It is evident that Elegant Resorts who is the tour operator could be able to sell the holiday
packages of Jamaica in the Carribbean to the targeted customers. It is evident that the tour
coordinator should be having the great product and service knowledge so that they can be
able to sell their products to the customers. It is concluded that the skills and the knowledge is
useful in managing the resort operations. It is evident that the tour operator and the tour
coordinator should be able to ensure the health and safety of the employees and the visitors
and dealing with the incidents taking place within the resort environment.

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