Resort Operations Management: An Analysis of Sandals Royal Caribbean

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Resort Operations Management

Introduction
The assignment is based on topic resort operation management which aims to discuss
about resort management practices along with the description of the functions included
in the resort operation in references with a travel and tourism organization of UK,
Trafalagar and a Caribbean resort. The Sandals Royal Caribbean resort in Jamaica has
efficient resort management practices and offers stunning beachfront settings, luxurious
accommodations and the many features that make the Sandals Luxury in experience
factors. The Sandals Royal Caribbean resort also been named as the Caribbean's
Leading Hotel Brand at the World Travel Awards for 18 years in a row because it
facilities and services. Thus Sandals Royal Caribbean resort was chosen for associating
with the travel organization, Trafalagar of UK. The assignment aims to provide a brief
description of the various functions of resorts, structure of resorts, the role and impact of
quality systems and procedures along with the understanding of the management
issues related to incidents.

LO 1: Task 1
P 1.1 Using a couple of resorts you have chosen to focus from your
company portfolio, investigate and analyze the various functions of
resort operations, including the coordination and handling of various
tour operators and customer service function as well as managing the
legal and health and safety issues.
The various functions of Sandals Royal Caribbean resort in Jamaica along with the
coordination and handling of tour operators and customer services are as follows:
 Customer services: The Sandals Royal Caribbean resort has the function to
ensure that the customer services of the resort should meet the level of
satisfaction of the customer. The resort has the responsibility to make sure that
the customers or clients get the services on which the resort and customer
negotiated. The Sandals Royal Caribbean resort also have the function of
improving the quality of their services on the basis of the clients feedbacks as all
these functions of resort makes the resort sufficient enough to associate with the
Trafalagar (Dmitry, et. al., 2015).
 Management of the legal issues: The Sandals Royal Caribbean resort in
Jamaica has the function of ensuring that resort follows all the legal laws while
conducting resort activities and also to ensure that the legal compliances related
with food and safety of the clients are properly followed and implemented. The
resort also has the function to make sure the standards of quality are followed for
the clients.
 Management of health and safety issues: The Caribbean resort in Jamaica
has the function to ensure the safety and health issues of the client which are
related with living conditions of the customers at resort, sanitation facilities
provided by the resort and the food qualities (Lee, H.-W. et al., 2014). The resort
has the responsibility to specify and explain the employees and travel

organizations associated with the resort to follow and maintain the safety
measures related with the health and safety issues of the customers.
 Handling tour operators: The Sandals Royal Caribbean resort in Jamaica has a
major function of handling its tour operators as it impacts the resort influence on
Trafalagar for associating with the resort for travelling packages. The handing of
tour operators also includes fulfillment of the contracts and following certain
terms and policies (Pantelidis, 2016).
P 1.2 Analyze how the resort managements structure and organize the
various types of tour operators and their guest-related and activities,
including specialist programs such as diving and seasonally varied
events such as winter sports.
The resort management structure of Sandals Royal Caribbean in Jamaica is divided in
to three sectors namely, top level resort management, middle level resort management
and lower level resort management. This structure of resort management is further
divided in to different subsets such as the top level management of the Sandals Royal
Caribbean includes directors and managers, the middle level resort management
includes assistant manager and HR manager and the lower level resort management
includes chefs or cook, waiter and supporting staff which further helps to layout resort
management structure (Robinson, et. al., 2014).
Along with these elements, the resort management structure is also includes
accommodation comprises such as:
 Inclusive resorts: The resort management structure also includes the services
that are provided by the resort in the terms of meals, rooms, taxes and some
modern features which enhance the resort features.
 Continental Offers: The Sandals Royal Caribbean resort includes the services
of offering continental and buffet breakfast to their customer in the resort

management structure and also offer free airport shuttle services to the
customer.
 Spa and Wellness Facilities: The facilities of spa and wellness such as sauna
and hot tubs for the guests during their stay at the resort are also included in the
resort management structure of Sandals Royal Caribbean along with game
activities such as table tennis, darts, billiards, snorkeling and windsurfing.
 All these elements are included in the resort management structure as it ensures
that the resort has got all the essential and significant functions and facilities in its
structure and also influence the tour operators to link with the resort (García-Lillo,
et. al., 2016).
M 1: Explore the complex problems related the various functions of resort
operations using effective approach to study and research a selected resort
(Task 1 A)
The complex problems that are related with the functions of resort operation as stated
above are as follows:
Problems related with customer services: The customer services function of the
Sandals Royal Caribbean resort in Jamaica faces some complex problems such as
unable to meet the requirement of the clients, failed to provide the services that was
promised by the resort to the customers and failure in implementing feedback of the
customers because of prevailing confusion at the resort because poor management.
Management of legal issues: The resort faces problems in managing the legal issues
because of unclear and unspecific explanation of the legal policies among the
employees of the resorts (Vujačić Vesna et al., 2017).
Management of health and safety issues: The resort faces problems related with the
function of management of health and safety issues because of lack of proper health
and safety measures at the resort which further impacts the management of health and
safety issues.

Handling tour operators: The resort faces problem in function of handling tour operators
because of delay in agreement related with tour operators and complex process of
fulfillment and completion of contract (Madera, et. al., 2017).
D 1.Evaluate the current management structure of your selected resort based
on the defined criteria such as functions or activities of the chosen resort
(Task 1B).
The current management structure of the Sandals Royal Caribbean resort in Jamaica
along with their functions and activities are as follows:
Available activities: The Sandals Royal Caribbean resort includes the availability of
activities under their current management structure such as tennis court, fishing, fitness
center, windsurfing and snorkeling along with the facilities of free WiFi, private parking
and 24hour front desk availability for the customers.
Luxurious Accommodations: The Sandals Royal Caribbean includes the facility of
luxurious accommodations in the management structure as this impacts the link
between the tour operators and the luxurious accommodation includes innovative and
creative suites and environment for the customers (Arenoe, et. al., 2015).
Local Adventure Tour: The local adventure tour is included in the Caribbean resort
management structure as this influence and attracts the clients and helps to build link
with tour operators.
LO 2: Task 2

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.
The quality system in resort should be managed as it is critically important as it impacts
the standard level of the resorts along with level of competition in the hospitality
industry. Maintaining effective quality system in resort operation is important in order to
clear the objectives, targets and analysis of the resort along with the consideration of
costing and setting prices of the resort packages. The Sandals Royal Caribbean resort
of Jamaica maintains the effectiveness of the quality of system as it impacts the image
of the resort and the quality management includes training operations which plays an
important role in the resort functioning (Chang, et. al., 2017).
The Sandals Royal Caribbean resort applies and monitors the quality procedures in
managing conflicts and the legal issues through the following ways:
 Security Checklist of the resort: This checklist helps to monitor the quality
system of the resort as it tracks the security system of the resort in the terms of
tracking the incidents such security break down, accidents and other security
related issues of the resort.
 Technical Devices Checklist: The technical devices checklist includes the
quality management and maintenance of the technical devices such as AC and
other technical tools and equipment of the resort provided for the clients (Sen,et.
al., 2016).
 Housekeeping Checklist: The housekeeping checklist of the resort includes the
quality management of restaurant, cleaning of room, toilet cleaning process and
the cleanliness of the common area of the resort for the customers.
 Human Resource Checklist: The effective quality management of the resort
also includes the checklist of the human resource which includes tracking of
manpower and their health and safety issues.

Along with these checklists, the Sandals Royal Caribbean resort also includes the
quality management of feedbacks of the customers and proper communication at
the resort. As the feedbacks of the customers on the quality of the resort help to
enhances the effectiveness of the quality systems and procedures of the resort
operation (Fargnoli, M. et al., 2019).
P2.1 Analyze how implementing an effective quality system by your
organisation (tour operator) has produced results in positive impacts on
the operation of the resort.
The effective quality management and procedures generally leads to improving the
services of the resort as well as improves the various packages that are offered by the
resorts to the customers. The implication of the various checklist lead to regular basis
check of the quality of the products, processes and compliances that further contributes
to improve in the services of the Sandals Royal Caribbean resort and the resort also
seeks benefits of the effective quality systems such as:
 Improvement of the quality of the existing services and products of the resort by
avoiding or dealing with all the various kinds of problems that was present in the
resort.
 The satisfaction level of the customers of the resorts through implementing
evaluation from the customer feedbacks (Pantelidis, 2016).
 It helps the Sandals Royal Caribbean to inspire and positively influence the tour
operators and tourism services and organization especially Trafalager of UK to
associate with the Sandals Royal Caribbean resort.
 The Sandals Royal Caribbean resort was able to sustain loyal customers and
developing the quality and standard level of the resort in order to provide best
services to their clients and customers (Arenoe, et. al., 2015).

 The Sandals resort was also able to increase its revenue through the implication
of checklist by the resort and also increases the health and safety measures of
the resort.
 The resort was able to build healthy relationship with the customers and to
improving security and technical facilities of the resort which enhance the resort
capabilities.
M 2: Synthesise and process complex information and data related to
managing conflicts and legal issues in the management of a chosen resort.
The information and data related to the managing conflicts and legal issues in the
management of the Sandals Royal Caribbean resort states out those conflicts and
issues that the resort face while conducting the resort operation and managing conflicts
and legal issues are stated below:
 Poor service of Employees: The poor management or managing conflict while
communicating and guiding the employees of the resort by the senior members
often leads to complaints in reviews and causes the guest angry because of the
triggers of the employees. Thus the management of employees is necessary for
avoiding managing conflict at the resort (Madera, et. al., 2017).
 Security Threat: The Sandals Royal Caribbean resort sometimes faces issues
related with security of the resort such as theft, physical crimes and breakdown
of security system all this legal issues often leads to negative reviews of the
customers which further disrupts the link between the resort and travel and
tourism organization.

M 3: Appropriate structure and approach is used to implement quality or
conflict management by the chosen tour operator with the management of a
selected resort.
The tour operator, Trafalagar along with the Sandals Royal Caribbean resort
implemented certain structure and approaches for quality or conflict management of the
resort for the customers are as follows:
 Identifying the Critical Success Factor (CSF): Both the tour operator of UK,
Trafalagar and Sandals Royal Caribbean implemented the approach of
identifying the critical success factor in order to track and manage the success
factor of the resort along with proper management of quality and avoiding the
managing conflicts (Lacagnina, V. et al., 2016).
 Developing feedback of the clients: For avoiding conflict related with
management and maintaining efficient quality management of the resort both the
tour operator and resort implemented the approach of soliciting the customer
feedbacks from the customers to identify the conflicts and improving the quality
management of the resort (D’annunzio-Green, 2018).
 Developing Improvement Plan: Both the tour operator, Trafalagar and Sandals
Royal Caribbean resort implemented the structure of developing improvement
plan for performance management, staff training, management development and
process improvement which further helps for quality management of the resort.
D 2: Substantial activities are planned, managed and organized to present to
the class to demonstrate how quality system in a resort is applied (inclass
presentation).
The quality system in the Sandals Royal Caribbean resort is applied through the
following ways:

 Through monitoring the quality management of the resort on a daily basis.
 By positively accepting the feedbacks of the customers and implementing the
feedback for improvement.
 Regular quality check of the resort along with the quality management of the
resort environment (Chang, et. al., 2017).
LO 3: Task 3
P 3.1 and P 3.2 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.
The range of incidents that could affect the health and safety of customers and staffs in
the environment of the Sandals Royal Caribbean resort are as follows:
 Transport Incidents: The health and safety of the customers as well as the
staffs of the resort could be affected through the incidents related with transport
such as safety issues related with the vehicle used by the resort, crashes and
also related with airline facility of the resort as Sandals Royal Caribbean provides
the customer with free airline facility thus proper safety measures should be
taken by the resort related with the transport facilities for avoiding transport
incidents (Sen,et. al., 2016).
 Medical Incidents: The medical incidents include incidents related with disease
such as cholera, malaria or food poisoning because of the environment
conditions that the resort provides to the customers and staffs. Thus the resort
should maintain its hygiene level and must provide emergency medical kit for the
treatment of the customers and staffs in order to avoid medical incidents.

 Natural Incidents: The incidents included in natural incidents are generally
related with the nature and those incidents could not be controlled such as
hurricanes, floods and tropical storms, thus in order to deal with the incidents the
resort must have a proper management of the customer safety through collecting
information related with natural disaster and providing safe place for the
customers (Fargnoli, M. et al., 2019).
The procedures that the Trafalagar tour operator of UK implemented with the above
incidents of the Sandals Royal Caribbean resort for the safety of the customers and
staffs are as follows:
 The tour operator implemented the procedure of regulating rules and code of
conduct on the resort functions and facilities for the safety of the customers and
staffs (Vujačić Vesna et al., 2017).
 The tour operators implemented the procedure of providing guidelines to the staff
of the resort related with fire evacuation, crisis management and handling.
P 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.
The procedures to be implemented in dealing with incidents with UK laws and the
guidelines of trade association generally includes bodies whose actions are
implemented in relevant to the UK laws for implementing procedures such as:
 Federation of Tour Operators (FTO): The FTO takes such actions which are
related with the customer satisfaction as this operators contacts the customers
seeks their review regarding the resort facilities and refunding the amount paid