Analysis of Thomas Cook Resort Operations Management

This report provides an in-depth analysis of resort operations management, using Thomas Cook & Son as a case study. It begins with an introduction to resort operations, highlighting key functions like customer service, spa management, sports activities, and customer support. The report then delves into the organizational structure of resort offices, differentiating between top, mid, and lower-level management, and explores various types of tour operators, including inbound, outbound, and domestic operators. Furthermore, the report examines the impact of effective quality systems and procedures on legal and conflicting situations, emphasizing the importance of hygiene and customer satisfaction. Finally, it addresses the range of incidents affecting customer and staff health and safety, outlining procedures for tour managers to handle these incidents and discussing relevant government laws. The report concludes by summarizing key findings and emphasizing the critical role of management in ensuring smooth and safe resort operations. This report is available on Desklib, a platform providing AI-based study tools for students.

Resort Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Analyse the function of resort operation ...............................................................................1
1.2 Analyse the structure of resort offices and different types of Tour operator.........................2
TASK 2............................................................................................................................................3
1.1 Impact of effective quality system and procedure on the legal and conflicting situation......3
1.2 Impact of quality system and procedure implemented by the tour operator..........................4
TASK 3............................................................................................................................................5
1.1 Range of incidents that can affect the health and safety of customers and staff...................5
1.2 procedure to be implemented by tour manager to deal with different incidents...................6
1.3 Laws made by the government with regards to dealing with incidents.................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Resort operation management is an element of travel and tourism industry which is
associated with managing several activities that are being performed in the resorts with regards
to fulfilling the requirement of customers. Resorts are different from hotels because of the
vastness in terms of size and services provided by them. These can be called as mini towns
where people come during holidays and gets all sorts of entertainment like spa, pool, sport
activities, restaurants, etc. Therefore handling the operation requires appropriate management.
The company that has been selected in the the following report is Thomas Cook & Son a
famous travel and tourism based organisation in UK. This was established in the year 1841 by an
Englishmen named Thomas cook and it engages in planning and arranging holidays for their
clients. In the report an analysis is made on the structure and function of the chosen organisation
along with effective quality system and their impacts apart from that discussion is made on the
affects of incidents in the resort operation and how tour operator deals with them (Beck, 2013).
TASK 1
1.1 Analyse the function of resort operation
Thomas cook & son is well known travel agency, it is offering wide range of travel
services and recently the organisation engaging itself with packaging and selling of holidays to
the tropical islands like Sri Lanka, Jamaica. Being a tour operator it is important to have through
knowledge about the quality systems in resort along with the management practices. There are
various functions that part of resorts operating in the tropical island:
Customer service function
Spa- This facility is speciality of the resorts, different types of spas from health to
luxurious are given to the travellers which helps in reducing their tiredness. On various occasion
attractive discounts are also offered to the clients. Spa managers ensure that customers feel relax
at end of spa session.
Pool- Mangers in the resort secure the pool side area so that customers can enjoy sun
bath. Resort staff maintains the cleanliness of pool with help of tools and techniques, Thomas &
cook provide additional services near like pool area like bars (Bolisani and Scarso, 2015).
Beaches- The resort organises various activities on the beaches for the customers and
provides them required equipments like umbrella, cabanas etc.
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Sport activities- Various sport events like tennis courts, basketball, football activities for
the entertainment of the clients,
Customer support services- Under this function grievances and pleas of customers are
heard. This is essential for the maintaining the image of the resort. Any kind of issues faced by
the clients are dealt in an appropriate manner by the management. In the era of technology
websites and application should be maintained so that bookings can be done easily.
Apart from the entertainment staff also focuses on the room services and provides
amenities like toothbrushes, hair-dryers, bathrobes, creams etc. These resorts are known for
providing effective resort services. For the safety and security of the clients CCTV and other
technology is installed in the premises. It performs the task of keeping tabs on variety of
activities.
Coordination and handling of tour operator:
Hiring function- Under this function travel agents are hired only if they hold certain
qualification and skills of handling. Management keep track on the past record of the candidate
as loyalty and trust is significant factor of this tourism industry. This function is essential for the
safety of the customers (Forsmark, 2013).
Communication- Management needed to communicate with the tour managers on
various matter for this a communication channel has to be maintained. On the other hand tour
manager also provide details like from where the customer was picked up and at what time.
Constant exchange of E mail, messages, telephonic conversation are part of this function. Errors
and confusion can avoided due to the availability of this factor.
1.2 Analyse the structure of resort offices and different types of Tour operator
Different levels of resort management involved in performing varied activities. A
hierarchy is followed in resort offices in order to effectively maintain the efficiency in the
operations. These are level are as follows:
Top level management- This is first and topmost level in the Hierarchy, these are mainly
involved in taking decisions that are beneficial for the growth of the business. All the rules and
regulations are also passed by this level in order to maintain discipline and decorum amongst the
staff. The two main position under this are Director, and Manager where one is the owner and
head of the business while the latter performs the task of managing the working of organisation.
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Mid level management- These are concerned with performing day to day operations in
the business. Staff salaries, attendance and leaves are maintained are also maintained under this
level. This helps in improving the efficiency in the operations. In the resort this work is handled
by the back end office. Assistant managers is in charge of the maintain inventory, training new
employees, allotting task and other paper work. HR managers on the other hand performs the
duties regarding maintaining employee's records, giving salaries, medical check-ups etc.
Lower level management- Even though this is the lowest level and indulges in
performing small tasks but their importance can not be ignored. They deal directly with
customers and are majorly responsible for maintaining the image of the organisation. In resort
this level includes:
 Chefs- They handle the kitchen department and prepares delicious food for the
customers, In the Thomas cook & sons special orders are taken from the customers and
dishes are prepared as per their wishes. Maintaining the quality of the food is the
responsibility of Chefs.
 Waiter and room service staff- These are involved in taking orders and personally dealing
with clients (Hick, Hanfling and Cantrill, 2012).
Types of Tour operator
Inbound operators- These kind of operators are the habitant of the country and engages
in handling international visitors. Income of the country increases due to this sort of tourism. It
include the non residential travelling inn another country. Travel company provide the local
assistance for tour when they arriving in the country or town. Basically it is used for the
international trip where majorly language issues occur. Thomas Cook & Son provide the local
arrangement such as pickup or drop facilities, arrangement regarding other activities, local guide
and other hostel facilities will be managed by the company.
Outbound operators- It is the opposite of inbound tourism here operators travel to
another place and works for the international travellers. Packages are arranged by them for the
clients of that country as per their choice. It include the residence from one country and then
travel in another country, so these type of clients hire travels who provide the overview to the
individual regarding their trip. They customize package according to the customer requirement.
Domestic operator- As the name suggest that these are involved in arranging and
providing services for the clients who are the residents of the country and wishes to travel within
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the country's boundary. It include the internal trip where customer can travel from one state to
another state. These type of operational helps the individual to manage various activities related
to the trip. Such as hotel facilities along with food, transport facilities and other specific activity
which client want.
TASK 2
1.1 Impact of effective quality system and procedure on the legal and conflicting situation
Quality system and procedure- These are the set of policies, procedures and method that
are made by the management of resort in order to deal with the conflicting situations. Main aim
of using these systems is to enhance the productivity of the business. It involves in handling the
the internal as well as external process and focuses on minimising the waste and optimally
utilising resources. Thomas & Cook ensures the experience of visitors this is the main aspect of
quality system of tourism industry (Ronen, Pliskin and Pass, 2012).
Affect on the legal situation:
 From the legal point of view the organisation do not have to face courts if they give
priority to improving the quality of services in the resorts For example if hygiene
standards are not maintained while preparing food then actions can be taken by the Food
agency. Government of UK have made laws for the safety and hygiene of food.
 Another impact will be that encase of mismanagement in the quality, losses can be faced
by the resort like Thomas and Cook had to shift large chunk of guest from Egyptian
hotel to another place when a fit and healthy couple died during their holidays in Egypt
which was organised by the company.
Affect on the conflicting situation
 The situation can become worse if the staff refused to corporate with the customers. This
can cause severe impact on the goodwill of the resort. If the resort has ensured about
providing quality experiences to their clients then they might listen to what the
management has to say and issue can be resolve quickly.
 Efficiency of the operations will be affected, policies and procedures made by the
organisation can be used in solving conflicting situation this will help in smooth running
of operation and no other work will be hampered (Hill, 2012).
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1.2 Impact of quality system and procedure implemented by the tour operator
In tourism industry there are major contribution by the tour operators their functioning
can impact the business in positively manner. As they are constantly in touch with the customers
major responsibility lies in their hands of maintaining quality systems.
Increased customer satisfaction- Satisfaction level of travellers will be increased as tour
operator have the access of information regarding their taste and preferences. This data can be
passed to the management who can then take actions and plan accordingly to provide those
services to the customers. Improvement in the products and services is another impact for
example in Thomas and Cook customers were initially not happy with the room services
provided by the resort after that incident the agency contacted the management and extra care
was given in this department.
Trust and loyalty from customers- Security measures taken by the tour manager to protect the
clients from endangering situations lead to increasing trust and commitment from them. This
beneficial for the growth of the business. As while travelling to a new destination customers are
apprehensive about safety issues hence companies like Thomas and cook has made niche in the
market by incorporating these features (Mearns and Boshoff, 2017). The agency do not have to
place big advertisement on every other medium if the word of mouth is positive towards the
business. This helps in generating more and more customers. Thomas and Cook agency is
growing day by day due to this.
TASK 3
1.1 Range of incidents that can affect the health and safety of customers and staff
Exploring new places can be exciting and adventurous but it can also turn into nightmare
for the people. There are various incidents that can affect the health and safety of customers
which are as follows:
Fire safety- Various incidents of fire broking out in the room hotels are being heard
nowadays, customers needs to provided with appropriate tools in case of such situation. Though
the natural disasters are outside the control of humans but precautions can be taken to in order to
control them. Safety of staff is also the responsibility of the organisation, in resort kitchen
department faces this issue very often therefore gas nob should be checked by the staff and oil
should not be kept on flame for longer period of time.
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Balcony and glass safety- Safety of children is very important if the area around balcony
does not have grills or railings, it is very risky situations therefore management had to ensure the
safety of children. Various resorts are now focusing on this issue and giving it due importance.
Electrical appliances- It is advised to customers to take take notice of electrical
appliances and stay away from it when near water. Accidents have occurred and people have lost
their mental balance after getting shock from electrical appliances (Radwan, Jones and Minoli,
2012).
Food and drink- This is very common factor that affects the safety of customers in
different places. People look forward to try something new while travelling but sometimes it can
cause health problems like stomachache, fever etc. Resorts should be prepared to deal with these
situation and safety measures must be there. Not just food but drinking water is also one of the
reason of customer's health issue. Resort should also maintain the proper living condition of
staff as they also deserve to get hygienic food and drinking water because if the staff is not
healthy how will they take care of their clients health.
1.2 procedure to be implemented by tour manager to deal with different incidents
Fire measures- Proper notice should be there that list the steps to be taken by the
customers in case of fire emergency. Resort need to check the working of fire alarm and
customers should be made aware about its exact position so that customers can reach quickly in
case fire has been discovered. Rules and regulations have to made to avoid the usage of
cigarettes near kitchen area. Thomas & Cook provide have created separate area for the smoking
and No smoking board has been put outside certain areas in the resort premises. This has helped
in ensuring safety in the organisation (Meissner, Strauss and Talluri, 2013).
Measures for the safety of children- Thomas and cook have put tough glass and steel
railing and fences after the incident of death of teenager in the resort. In order to avoid any such
accidents in future which happen due to falling from balcony. CCTV cameras have been put to
keep an eye on any unethical practices that can occur in the resort. In this way the safety of
female staff is also managed effectively. Incident of inappropriate behaviour towards staff has
become common, people in power take undue advantage of their position. It can affect the image
of the resort therefore with regards to the increasing concern for the security of employees,
actions have been taken by the management.
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Safety from electrical appliances- Resort staff in Jamaica maintains the working of
electrical facilities given in the rooms like mini fridge, and coffee maker etc. Proper checking is
done before the room is allotted to the client. An orientation is also made for the customers as
well as staff to make them aware about the usage of electrical appliances. Accidents have
significantly reduced after implementing these measures.
Safety of Food and drinking water- Resorts of Thomas and sons ensures that fresh
vegetables and ingredients are being used in food and kitchen staff is instructed to use gloves
while preparing food. This was done to maintain the hygiene level in the environment. Water
purifier has been set up to maintain the purity level of drinking water. Medical facilities are also
present in the premises to secure the health of both employees and customers (Nam, and Shin,
2014).
1.3 Laws made by the government with regards to dealing with incidents
Food and safety act 1990- This act was passed under the UK jurisdiction for the purpose
of maintaining the health of customers. It creates obligation on the part of businessmen who are
involved in food business to comply to the provisions stated under this law. Thomas and
Company have to make sure about the quality of the food, no misrepresentation when food is
marketed also managers have to stop making those items that are unsafe to eat (Tavitiyaman, Qiu
Zhang and Qu, 2012).
Fire and rescue services act 2004- This act was made to ensure safety from fire
incidents. It comprises of duties regarding promoting fire safety at workplaces along with
creating awareness amongst customers and employees and provided with appropriate tools like
fire extinguisher & other measures so that they can rescue themselves. In case if any person
suffered because of the the irresponsibility on the part of resort, claims for the compensation can
be made. The organisation is liable to pay in this case.
Children protection act- According to this law safety of children is a top priority,
organisation have to be more aware about this issue effective actions should be taken by the
authorities. Resorts management have to adhere to this act which states child labour is strictly
illegal and appropriate systems should be developed that supervises the activities of children near
beach and pool areas (Oh, Jeong and Baloglu, 2013).
Electricity at work regulation act 1989- This was made to reduce the risk of death that
happen due to fault in the electricity. It states the guidelines for the engineers while engaging in
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constructing and developing resort. Proper regulations have to be followed to achieve electrical
safety. The staff should constantly examine the switch boards and electrical appliances from time
to time. Thus government of UK have developed many laws which every industry has to follow
to avoid any legal action (Van Iwaarden and van der Valk, 2013).
CONCLUSION
From the report it has been concluded that travel and tourism industry are contributing
highly towards the economy and seeing the constant growth from past couple of years. For the
entertainment of the people new dimensions are being added in the hospitality business. Creation
of resorts is one such aspect. Various functions are part of this business with growing demands
of customers management are engages itself in providing attractive packages and additional
services for increasing the satisfaction level of clients. Quality systems of resorts is linked to the
kind experience they are able to provide. It is essential for maintaining the efficiency in the
operations of business. Staff should be given training to deal with customers in order to maintain
effective customer relationship management. Success and growth of the organisation depends on
services given by them and how well they ensure the safety of client's health. Business entities
have to comply to the laws created by the government instititions.
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REFERENCES
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