Resort Operations Management: Analyzing Functions and Services

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Resort Operations Management 1
Resort Operations Management

Resort Operations Management 2
Table of Contents
Introduction...................................................................................................................................................4
Summary of Organization..........................................................................................................................5
Task 1............................................................................................................................................................6
A. Analyze the different functions or services of resort operations (for handling and coordinating the
customers and different tour operators) to manage the health & safety and legal issues..........................6
B. Analyze the proper structure of the resort management for different guest – related and
tour operators’ activities that includes the specialist programs.......................................................8
M1.Explain the different problems in the different functions of resort operations and resolve
these issues by using effective strategy............................................................................................10
Task 2..........................................................................................................................................................11
A& M2 Explain the different kinds of quality procedures and systems that can be utilized for
managing the legal and conflicts issues............................................................................................11
D & M3 Discuss the appropriate approach or structure that can be utilized for implementing
efficient quality systems and conflict or quality management &describe the positive impact of
efficient quality systems.......................................................................................................................12
Task 3..........................................................................................................................................................16
A. Examine the range of different incidents that are impacting the safety and health of
customers & tourists and also provide suitable procedure for dealing with these incidents.....16
B. Explain implementation process for dealing different incidents according to government
and trade associations bodies............................................................................................................17
Conclusion..................................................................................................................................................19

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References.................................................................................................................................................20
Appendix.....................................................................................................................................................22
List of Figures............................................................................................................................................22
Figure 4: Total Quality Management and Six Sigma Approaches................................................22
Figure 5: Resort Operational Approach.............................................................................................22
Figure 6: Incident Prevention structure..............................................................................................23
Figure 7: Structure of Resort Management..............................................................................................23

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Introduction
The tour operation management is one of the large tourism & travelling industry due to the
positive response in tourism and travelling field in all over the world. So, for understanding the
operations of tourism & travelling industry, I am performing the trained tourism & travel
executive role in this assignment. The whole assignment report contains three tasks such as
task first is providing the details of different functions and services of the tourism & travelling
resort and it is also providing the details of different tour operations or activities with tour
operators. The task second will deliver the details of different effective quality system that are
utilizing to manage and control legal and conflicts issues. It is also discussing the appropriate
approach that is utilized to implement the effective quality system in tourism organization. Task
third is describing the different incidents that can be affected the safety & health of the staffs
and customers in the resort and it is also discussing procedures or process that will utilize for
dealing with the different incidents in resort.

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Summary of Organization
To complete this assignment work, the “Historical Footsteps Tours” organization has been
selected and this company is offering different kinds of the services or operations in the tourism
& travelling fields such as visiting of the different historical, forest, and technical sites on the
different tropical islands. The “Historical Footsteps Tours” organization is also providing the
events, foods, transportation, and hotels facilities for the tourists of local community and outside
community. The Historical Footsteps tourism organization is working into this tourism &
travelling fields from 30 years and this achievement is providing help to company and company
can easily maintain its customer satisfaction, service quality of the company, and competitive
environment from other key tourism organizations (Historical footsteps tours, 2019). “Historical
Footsteps Tours” organization has started company business with historical tour services and
company has gotten success to attract numbers of historical tourist. “Historical Footsteps Tours”
organization has also introduced some other tourism & travelling i.e. winter & summer sunset
view, trekking, sailing, scuba diving, etc. “Historical Footsteps Tours” organization also
organizes different events such as family tour, London day out, Elbert hall, group visit of tropical
islands, etc. This company is gaining high profit in the tourism & travelling field and position of
this company is lying between the medium to high profit group. The main of Historical Footsteps
Corporation is to focus on the heritage tourism with tourist segment.

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Task 1
Task one is describing the structure, operations, and functions of the “Historical Footsteps
Tours” organization and this section is also discussing the legal and complex issues in the
resort functions. This section is also discussing about resort management structure that is
utilizing for operating different tour operators and guest related activities.
A. Analyze the different functions or services of resort operations (for handling and
coordinating the customers and different tour operators) to manage the health &
safety and legal issues.
The “Historical Footsteps Tours” organization has tie up with different resorts for managing its
tourism and travelling functions and services. These resorts are Starwood hotels, Churchill
hotels, and some other seasonal hotels in UK and different tropical islands. The “Historical
Footsteps Tours” organization is dealing with individuals as well as corporate for making tourist
holiday best and wonderful. There are different kinds of duties and roles of “trained tourism &
travel executive” that need to fulfill to handle and coordinate customers and tour operators (Kaur
et al. 2018). The main of the tourism executive is to develop the proper contract with customers
and contractors of organization. The different types of functions are performed by the tourism
executive in the resorts operations.
 Transportation Services: The transportation facilities are provided by the tour operators
from one destination to resorts or hotels. Transportation services are playing critical in the
resorts operations and tour operators should have to know different kinds of languages so
that tour operators can easily deal with international customers (Moutinho and Vargas-
Sanchez, 2018).

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 Housekeeping Functions: Housekeeping facility is providing to the tourist & guest and
housekeeping team will responsible for all details within room such as room cleanliness, bad
sheet cleanliness, toilet cleanliness, etc (Gourmet Marketing, 2017).
 Customer Services: In this function, the “Historical Footsteps Tours” organization attends
the customers and provides the product options and proposal of services. The tourism
executive will also collect the issues of customers and provide the proper solution to the
customers by using this functions (Gourmet Marketing, 2017).
 Handling and Coordinating the Vendors & Suppliers: The tourism executive should
ensure that vendors and suppliers should their requirements in the resort operations so that
good quality and safe services can provide to the customers and tourist.
 Legislative and Legal Regulation Fulfillments: In this function, the tourism executive will
ensure that the resort operations should fulfill the legislative & legal rules according to
country such as Safety and Health act 1947.
 Health and Safety Measures: In this function, the tourism executive will investigate the
arrangement and services of “Historical Footsteps Tours” organization for health and safety.
If he will find any issue, then he will responsible to fix it (Moutinho and Vargas-Sanchez,
2018).
Figure 1: Resort Operations

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Source: (Tes, 2018)
B. Analyze the proper structure of the resort management for different
guest – related and tour operators’ activities that includes the specialist
programs
The structure of resort management contains different kinds of activities that are associated with
the different guest – related and tour operators’ activities. These activities are given below:
 All Inclusive Resorts: This type of structure will include all types of prices in packages that
will offer to customers and tourists persons such as government taxes, transfer prices from
airport, food & stay prices, tickets, etc.
 Full Boards: This type of structure won’t include the prices of airport transferring services
but this type will include prices of all activities that are available in resorts.
 Self Catering Arrangement: In this type structure, the apartments will provide or offer to
the tourist persons and arrangement of catering will be arranged via the tourist persons
(Leung et al., 2018). This type of structure has made for the tourists for saving the total cost
of tourists.
 Breakfast and Bed type of Arrangement: In this type of structure, the resort will provide
the staying facility with complimentary breakfast.
 Half Board Structure: This type of structure will provide the dinner and breakfast facility
along with the accommodation’s cost to attract the tourist in the resorts.
 The structure of resort management also organizes the different specialist program for the
tourists and resorts guests.
 Summer & Winter events & programs: The tourism executive organizes different kinds of
specialist programs because, in summer & winter session, numbers of tourists come to
resorts for spending their time with families. “Historical Footsteps Tours” organization

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organizes different programs such as the scuba diving program, swimming program, etc, at
least cost.
 Singing Program: To attract the tourist into resorts, the “Historical Footsteps Tours”
organization organizes different kinds of singing and dancing programs and they will not
charge for these programs.
 The tour operators should follow standardized structure for the guest – related and resort
management activities that are given below:
Figure 2: structure of resort management
 Signing the Contract: The tour operators should sign the contract with the resorts
according to legislative law of UK and other country. This activity will help to develop
smooth communication between tour operators and resorts. The tour operators should use
the e-brochures and hard copy so that people and tourists will aware with offers and quality
of services that are offered via “Historical Footsteps Tours” organization.
 Organizing and Planning of Resources: The tour operators should provide the different
business ideas to the different resorts partner on the basis of the seasons, offers, and

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operations. After that, they must develop plan to increase the business and profit of
organization.
M1.Explain the different problems in the different functions of resort
operations and resolve these issues by using effective strategy.
According to authors, Mardani et al. (2015), the decision making strategy is utilizing to analyze
the different issues in the different services of resort operations that are given below:
 Time management
The time management is very complex problem because it is very difficult to manage
numbers of tasks at the same time. For example, resolve customer’s queries, arrange
transportation for tourist, and allocate the jobs to staff members at same time.
 Effective Communication
In the big organization, it is difficult to create the effective communication among all
members such as customers, tourists, resorts, tour operators, and staff members.
 Legal Issues
The “Historical Footsteps Tours” organization can face the legal issues if organization
will not follow the legislative and safety law of the UK and other country (Study, 2018).
To resolve all these issues, the “Historical Footsteps Tours” organization can utilize the system
design strategy and develop the proper strategy to mitigate these issues. By using system
design strategy, the organization can easily manage time of resorts operations and develop
effective communication among all members.

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Task 2
Task two is describing the value of the efficient quality systems in different kinds of resort
operations. This task is also discussing successful implementation of quality systems in
“Historical Footsteps Tours” organization.
A& M2 Explain the different kinds of quality procedures and systems that
can be utilized for managing the legal and conflicts issues.
“Historical Footsteps Tours” organization is most popular tourism organization and Footstep
organization is giving higher importance to the effective or efficient quality systems in the all
functions or operations. So that they can provide good quality services to their customers and
control the different kinds of issues in the resorts operations. So, quality systems will provide
first and best class services to tourist and customers of Footstep organization and it will also
promote the resorts services in the tourism market. The quality systems will provide help to
analyze the systems, practices, and process with respect to the resort operations and the
quality systems will improve the management and operations process of the Footstep
organization. By using the quality systems, the “Historical Footsteps Tours” organization can
easily reduce the different legal and conflict issues in the resort operations. To improve
revenues, business, and sales, Footstep organization is adding different quality components
into its services system. Therefore, the numbers of resorts are utilizing different kinds of quality
mechanisms and systems so that they can check each single operation of resort in term of audit
list and checklist (Mitra, 2016).
The “Historical Footsteps Tours” organization is utilizing the total quality management and Six
Sigma methodologies in the tourism business organization to eliminate the legal and conflict
issues (Ross, 2017). The Footstep tourism organization has selected different kinds of

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methodologies that are applying to manage & control the legal and conflict issues in the resorts
operations. These methodologies are given below:
 Security Checklist Methodology:
This methodology will manage and control all the security measures and aspects with
respect to the customers and staff members. This methodology will work as combine
procedure of checking external & internal visits and issues, frisking, & maintaining different
security process such as accidents, fire incidents, etc.
 HR Checklist Methodologies:
This methodology will include different kinds of examinations to eliminate the safety and
health related issues such as manpower handling and meeting with staff member to ensure
safety according to the H & S standards.
 Technical Checklist Methodology:
This methodology will ensure the quality management of different technical devices &
systems such as refrigeration plants, DC, AC, etc. that are implemented in the resorts
(Vanichchinchai, 2019).
 Housekeeping Checklist Methodology:
This methodology will include the examination of cleaning process of common area, rooms,
toilet, etc. So, it will eliminate all the legal issue from the resort operations.
So, Footstep tourism organization ensures that these methodologies must be utilized to
examine the each and every resort operations. All EU code of practice should implement into
resort in proper manner and take feedback from customer and staff member & improve the
services of resort.