Resort Operations Management: Analyzing Functions and Quality Systems

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RESORT OPERATIONS
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Table of Contents
Introduction....................................................................................................................................3
TASK 1..........................................................................................................................................4
A. Investigate and analyze the various functions of resort operations..........................................4
B. Analysis of how the resort management organize and structure different types of tour
operators and the activities related to guests................................................................................5
TASK 2..........................................................................................................................................7
A 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.............................................................................................................................................7
B Analyze how implementing an effective quality system by the chosen organisation (tour
operator) has produced results in positive impacts on the operation of the resort........................8
TASK 3..........................................................................................................................................9
A. Analyze a range of incidents that could affect the health and safety of customers and staffs in
a resort environment as well as in transit and evaluate the procedures to be implemented by a
tour operator to deal with the situation..........................................................................................9
Conclusion...................................................................................................................................12
References..................................................................................................................................13
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Introduction
The term operations management is referred to as the administration based on the practices of
business for creating higher level of efficiency within the organizational culture. It is generally
concerned with the labor and materials converting within services and goods as effectively as
possible for maximizing the profit of a company. However, resort management is known to be a
part of lodging and hospitality industry. There are generally different managers within the resort
or hotel that involves who can oversee beverage and food activities and maintenance
departments. Hence, the present study focuses upon the various functions of operations
management within the organization of Top Deck.
The respective organization is considered as a tour operator that provides trips for the people
who are aged within 18 to 39 in many parts of the world. Apart from this, Top deck also offers
around 330 tours in 65 countries (Top deck Travel. 2019). The company has been founded in
the year of 1973. It is headquartered in London, UK. The organization also expanded the
operations within the United States. Other than these, the company also provides tours in
Caribbean ocean resorts and Tropical Island. There are certain resorts based on the Tropical
Island such as Anderson Ocean Club and Spa; Avista Resort and many more (Anderson Ocean
Club. 2019). Thus, the resorts of Tropical Island consists of various attractions such as
relaxation and wellness facilities, play areas, beverages and tasty food within the bars,
restaurants, lounges and similar others. Hence, abiding the practices of resort management
within the Tropical Island and Caribbean Ocean, the particular organization provides tours to
various populations.
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TASK 1
A. Investigate and analyze the various functions of resort operations
A resort manager is known to consist of various functions that are involved in resort operations.
The key areas of operations within resort management includes the services of front desk,
maintenance, housekeeping, sales and marketing, accounting, kitchen staff and similar others.
However, the tour operators are also considered to play various roles in between the functions
of resort operations (Ahn and Back, 2018). Hence, some of the functions related to resort
operations are mentioned below:
Coordination and handling related to different tour operators
Coordination is referred to as management function that ensures the unity of action within
individuals, departments and work groups. It also helps in bringing harmony for carrying out
various activities as well as tasks for achieving the goals of the organization in an effective
manner (Boscari et al., 2018). The function of coordination denotes handling of different
situations within the company. In case of the respective function, tour operator coordinators play
a vital role. The tour operators combine the components of tour and travel for the creation of a
package holiday. For instance, in case of the concerned organization, that is Topdeck, during
the tours, the tour operators are known to manage the trips accordingly providing specific advice
to the tourists related to various travel destinations. They draw complicated itineraries of travel
and ensure meeting the needs of the consumers. They also make arrangements regarding
accommodation, transportation along with the tours. Hence, the organization plays an effective
function in handling the customers and coordinating with them as well.
Customer service function
As opined by Chikán and Sprague, (2019), this function of customer service represents
information that are provided to the customers and attending the customers to meet the needs
and requirements of them in an appropriate manner. The representatives of customer service
play an important role for the organizations through developing strong relationships with the
consumers and clients. The tour operators provide information and advice to the customers
about the destinations. They provide a complete package to the customers for travelling to
various destinations. This also includes food and lodging. For example, the Avista Resort of
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Tropical Island offers great food and accommodation for the customers to make them
comfortable (Avistaresort.com. 2019). However, the present organization also works hard to
maintain a good relation with the customers and to retain them as well. It understands the needs
of their customers make them feel special and important for the organization and also deals with
the customers patiently. Thus, both the tour operators and the resorts are responsible to create
a pleasant experience for the customers (De Boer, 2018).
Managing the health, legal and safety issues
For managing the legal, health and safety issues while travelling, the resorts and hotels consist
of alternative options to make the customers well. As per the views of Dierynck and Labro,
(2018), it comprises of some activities for management of any risk. For instance, some resorts
such as Anderson Ocean Club and Spa has their own facilities of treatment in case of any
chronic disease for the customers. However, health and safety management system is
considered as the part of organizational management. For example, the concerned organization
of travel and tourism, while offering tours in various destinations, ensures the health of the
customers and has their doctors in case of any emergency. Other than these, the organization
also comprises of certain policies within the company for maintaining the legal compliances. It
also has a planning process regarding ill health and accident prevention. The present
organization also consists of resources, procedures and practices for implementing, developing
and maintaining the health and safety policy for the customers.
B. Analysis of how the resort management organize and structure different types of tour
operators and the activities related to guests
The structure based on different travel and tour operators as well as the activities of customer
service involving the specialist’s activities are mentioned below:
Generally a formal agreement is signed for the cost of negotiation and the rates for different
services that can be provided by the resort to the tour operators or the clients (Golroudbary et
al., 2019). The particular agreement is to be kept as a record for the external and internal audits.
However, in turn, the tour operator provides training and education study programs and trips
and brochures. The signing associated to pricing as well as the business that is provided by the
tour operator are to get the resorts within the seasons and in different events. This helps in
clarifying different acts along with laws that needs to get abided through the resort.
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Based on the structure related to accommodation, the Avista resort makes use of all types of
activities that can be present within the resort for leisure for instance the modern facilities and
amenities such as swimming pool, luxurious rooms, facility of spa treatments and similar other
activities. It also provides all service that caters from the airport transfer, rooms, taxes, meals as
well as other types of modern amenities. On the other hand, the Anderson Ocean Club and Spa
resort offers many other facilities of restaurants along with the above amendments as well. For
instance, it consists of small restaurants that offers buffet along with the alacarte food menu for
different customers. Furthermore the resort is best for winter and summer programs as well as
events as, at this time, most of the customers are seen to come for travelling and spending their
leisure time. Hence, at this time, the resorts are the best places for relaxation and comfort.
Some of the programs are mentioned below:
Specialist programs
Specialists programs undertakes certain recreational activities for the customers such as sea
surfing, other programs such as dance programs, yoga class, beach volleyball, bocce ball and
similar other activities (Magon et al., 2018). For instance, Avista resort organizes aqua fitness
classes for their guests and customers along with family tie dye.
Diving and seasonally varied events like winter sports
The Avista resort also organizes different events and activities for the customers based on the
summer and winter seasons. For instance, scuba diving, water polo game and many other
activities takes place in summer season for the gusts. The customers are known to pay extra for
these activities and on the other hand, winter sports are also organized in the winter season
such as taking rides with the water bikes, speed skating, alpine skiing and many more winter
sports as well.
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TASK 2
A 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
According to Pilkington and Meredith, (2018), quality is considered as a consistent delivery for
the service which meets the standard fixed through the owners or corporation of a resort.
Guests are generally known to expect quality of service as well as rewards with referrals and
loyalty. When guests understands and expects for receiving a same level of the service
whenever the guests visits then it can be understand that the resorts have achieved an effective
management of quality. Hence, effective quality management is termed as important for the
resorts to retain the clients and guests and maintain a good reputation for the long run (Rigatou
et al., 2018). Avista resort has been critical in quality along with the aspect of productivity. Thus,
the respective resort is known to apply the total quality management system for reduction of the
errors. This was also performed through the techniques of six sigma and as a result, the errors
were seen to be reduced. However, for managing the legal issues and conflicts, management of
respective resort consists of a checklist and a list of process that can be updated. Hence, the
different checklists for monitoring the procedures of quality are mentioned below:
Security Checklist: This helps in keeping track of the securities within the resort in terms of
different incidents such as issues related to security and accidents along with the problems that
persists within the resort.
Housekeeping Checklist: The particular checklist undertakes the process of cleaning toilets,
restaurants, common areas along with the rooms. This comprises of certain activities that are of
housekeeping which are carried out within the respective resort.
Human Resource Checklist: The specific checklist consists of handling manpower, health and
safety issues and the meetings with statutory compliances of the respective employees. Thus,
the tour operator within the particular organization can ensure quality in the resort through
certain ways which are mentioned below:
 Maintaining proper communication and delivery based on the messages regarding
departure and arrival of the clients and customers.
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 Assurance of travel itinerary along with the types of package can also be discussed with the
costing of the concerned resort in context of avoiding any future issues
 Taking feedback as well as assessment from customers through the travel agents within the
level of quality service can be provided by the particular resort so that the improvisation can
be brought.
B Analyze how implementing an effective quality system by the chosen organisation
(tour operator) has produced results in positive impacts on the operation of the resort
The procedures of quality management within the respective resort such as techniques of six
sigma and total quality management process have helped the resort a lot to improve their
operations and services in an effective manner (Samson and Kalchschmidt, 2019). Thus,
various services to the customers are known to be offered in the recent days by the resort that
is preferred by the guests. With the help of different checklists as well as audits, for checking the
quality of the service, compliances and processes it has altered the services of the particular
resort. However, it is considered to improve service quality that exists within the resort. Apart
from these, the resort also follows a standard process of approach that makes the external and
internal customers happy and satisfied. After implementing the respective processes of
improvement, the sales and revenue of Avista Resort seems to be doubled within the last few
months. This in turn, has increased the level of satisfaction for the other guests and consumers.
Hence, as a result of a good reputation of the resort, the respective tour operators of Topdeck
have comprised the largest position. The concerned organization comprises of certain loyal
customers who remains with the organization for the long run opting for the holiday packages.
Therefore, the respective company is also known to help the resort for developing its standards
and quality for providing best services to the customers and clients.
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TASK 3
A. Analyze a range of incidents that could affect the health and safety of customers and
staffs in a resort environment as well as in transit and evaluate the procedures to be
implemented by a tour operator to deal with the situation
In case of Anderson Ocean Club and Spa Resort, there have been many incidents that took
place within the resort environment (Shokri and Nabhani, 2019). Some of the incidents are
mentioned below:
Transport Incidents: These incidents involve hijacks of planes, crashes along with the issues
of safety that are related with the system of resort management such as crimes within the hotels
and theft as well.
Accommodation Issues: This denotes the spread of various diseases due to unhygienic
rooms of the resort (Turker, 2018). However, if the pools of resorts are not cleaned on a daily
basis, it may consist of insects and can spread issues related to health to the guests and
customers.
Apart from the above incidents, there are also political incidents that can take place as a terror
where, the business of tours and travel organization and the resort may get affected. There are
certain procedures that can be adopted to check upon these incidents. The process that have
been undertaken by the respective resort, Anderson Ocean Club and Spa are mentioned below:
 There consists of a display of details based on emergency contact for the senior people
within the resort and for government officials as well.
 Regulations, rules along with the code of conduct of ABTA are concerned during the
decisions of program and package that are organized by the resort in association with the
tour operators.
 For emergency case of fire, a fire evacuation as well as drill has also been organized within
the resort by the staffs for being aware of some action that can be taken in such kind of
incidents.
 In case of the respective tour operators of the concerned organization Top deck, it keeps a
first aid and other checklist of incident control along with the representatives for handling
any situation.
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 In case of any serious incidents, the tour operators hands over the precautions along with
the checklist that helps the tourists for contact details of authorities along with people who
are referred in serious cases of tours.
Hence, the processes which are implemented through the tour operators needs to be
associated with the guidelines that are provided by different authorities and trade organizations
that lays down the procedures and policies regarding the resort operations and tour operators.
B. Discuss how the procedures to be implemented in dealing with incidents comply with
relevant UK/European laws and the guidelines of trade association
The procedures for the implementation of dealing with different incidents that are complied with
the guidelines and laws of UK of government bodies and trade associations are mentioned
below:
Fire evacuation programs: A regular program of fire evacuation can be organized at the
external and internal level (Yaoyuneyong et al., 2018). This denotes certain activities that can
pertain to checks and internal audits in context of fire. In this case, the auditors can check and
visit the procedures of the resorts.
Renewing licenses of emergency incidents: This denotes that the resorts must renew its
license in case of any emergency situation for being related to the concerned association which
can arrive immediately if there occur any kind of emergency incident within the resort.
Guidelines regarding health and safety: The guidelines for safety and health in order to
ensure the safety of all employees should be displayed and needs to be put within the notice
board. This can help in finding the issues of health and safety whether they are attended in a
proper manner as compared with the required guidelines.
Other than these processes, there are certain other ways that can be followed within the
respective tour and travel organization through which different incidents can be dealt in a proper
manner. These ways are mentioned below:
 External and internal audits must take place within the resorts for keeping a proper track of
the processes along with the practices. Training needs to be organized regarding regulations, rues and the procedures of standard
operation that can be carried out in the particular organization. Many associations such as
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the red cross society can be followed for the sessions of training due to their professionalism
and encouragement of participation and learning. The UK department based on labor along with its compliances can control various incidents
related to employee orientation and labor unions as well as its problems.
There are many incidents that have the possibility to occur within the resorts but, through the
appropriate action, it can be resolved and prevented as well. The ABTA guidelines should be
fulfilled and trained within the resorts and the sector of travel and tourism. This can help in
realizing tourism activity and package as well. Thus, the law of UK employment needs to be
abided for regulations and processes that may satisfy the man power. However, maintenance
and quality system can be within the organizational culture is an important aspect for attracting
more and more customers (Zijm et al., 2019). This helps the resort to maintain its operations in
a proper manner such as improve the services, customer loyalty and productivity.
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Conclusion
Based on the above discussion, the present study has been focused upon the functions of
operations management within different resorts. This emphasized upon the structure of resort
offices and their functions and the roles of tour operators. Impact of quality system as well as
implementation based on the procedures of tour operators have also been analysed in the
above discussion. However, different incidents affecting the operations of resort management
and process of implementation along with the role of tour operators have also been highlighted
in the present study. Hence, it can be concluded that an effective customer care and quality
service can make an organization stable and develop in the market.
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