BTEC HND: Resort Operations Management Case Study - Footsteps Tours

This report provides an overview of resort operations management, focusing on a case study of Footsteps Tours, a company specializing in historical tours. It explores the functions of resort operations, particularly in Caribbean or Indian Ocean resorts, including supplier coordination, customer service, legal compliance, health and safety, and operational efficiency. The report also outlines resort management structures, quality systems, incident management, and procedures for dealing with various incidents like transport issues, political events, and natural disasters. References to relevant academic sources are included to support the analysis and recommendations.

Travel andTravel and
tourismtourism
Student Id:

Company backgroundCompany background
• Tourism operation management is one of the
emerging industry because of favorable trends in
the tourism and travel industry (Footsteps Tours,
2019).
• For this study, Footstep historical tours company
is used as it facilitates to examine the tour
operation management industry and operation
related to Caribbean or Indian Ocean resorts
management.

Functions of resortFunctions of resort
operationsoperations
• The functions that are attained in Caribbean or
Indian Ocean resorts management, as well as
operations are:
o Coordination with handling the suppliers and vendors
o Customer Service
o Legal Regulations and legislations fulfilment
o Health and safety issues (Hilmi, et al., 2018).
o Improvement in efficiency with respect to operation
o Improvement of labor productivity
o Accountability to manage and deal with the tour operators

Resort managementResort management
structurestructure
• Structure of accommodation can be described as
given below:
o All Inclusive resorts
o Full Board (Lewtas, 2018).
o Self-Catering Restaurants
o Signing of the contract and other terms and conditions
o Planning and organization of resources
o Pricing and Terms agreement

quality systems in resortquality systems in resort
operationsoperations
• Footstep historical tour organization is leading
tour operating company that provides quality
service in the resort operation sector.
• Health and safety regulations are followed by the
organization to perform legal liability that would
be useful for maintaining the health & safety
standards for accommodation facility (Naidoo
and Sharpley, 2016).
• 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.

systems andsystems and
procedureprocedure
• Caribbean or Indian Ocean resorts are having
effective coordination with tour operators hence
the company should execute the instruction
related to health and safety (Spencer, 2018).
• Adequate research should be performed for
incidents as well as managing can be done to
ensure such events do not take place in the
upcoming period (Wong, 2018).

The range of incidentsThe range of incidents
in the resortin 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 (Woolward,
2018).
• There are several teams built by partners like HR
team, joint operational incidents, emergency, site
response team, an incident management team.

Procedure in dealingProcedure in dealing
with incidentswith incidents
• The process is executed by the tour operator for
complying with the procedures of government
bodies as well as a trade association.
• Duty offices can be developed to offer assistance
for the Caribbean or Indian Ocean resorts team
and customers (Woolward, 2018).

ReferencesReferences
• Footsteps Tours. 2019. About Footsteps Tours. [Online]. Available at:
http://www.footstepstours.co.uk/content.asp?cpage=About%20Us (Accessed:
09 April 2019).
• 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.
• 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.
• 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.
• Spencer, A., 2018. Travel and Tourism in the Caribbean: Challenges and
Opportunities for Small Island Developing States. USA: Springer.
• 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.