Detailed Analysis of Resort Operations Management at TUI Resorts

This report delves into the intricacies of resort operations management, specifically within the context of TUI, a leading multinational leisure travel company. It examines the various functions of resort operations, including supplier and customer relations, legal compliance, and the crucial role of operation managers in ensuring guest satisfaction. The report analyzes TUI's management structure, highlighting different resort arrangements such as inclusive, self-catering, and full-board options, while also addressing the challenges faced in balancing supply and demand and managing operational costs. Furthermore, it emphasizes the significance of effective quality systems in resort operations, using Magic Life and Blue Premium resorts as case studies to illustrate how TUI implements quality management practices, including conflict resolution, health and safety compliance, and incident reporting. The analysis covers legal aspects, employee training, and the impact of quality systems on customer service and operational efficiency, providing a comprehensive overview of resort operations management within the TUI framework.

RESORT OPERATIONS
MANAGEMENT

Table of Contents
TASK 1............................................................................................................................................3
A) Analyzing the different functions of resort operations ........................................................3
B) Analysing the resort management structure ..........................................................................4
TASK 2 ...........................................................................................................................................5
A) Significance of an effective quality system in resort operations and analysing the way
magic life resort apply as well as monitor process of managing conflicts .................................5
B) Analysing the way implementation of an effective quality system by TUI has produced
results .........................................................................................................................................6
TASK 3............................................................................................................................................7
A) Analysing range of incidents that could happen at resort environment and evaluating
procedure to dealing with situation.............................................................................................7
B) In what ways the procedures can be implemented to deal with such incidents.....................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Resort operations management is a part of hospitality as well as lodging industry.
Operation management can be defined as the procedure of administrating business practices. The
main purpose of operation management is to increase the efficiency and helps firm in increasing
productivity. Operational management mainly has focus on converting raw material into output
in order to maximize profit. It is the procedure which assist an enterprise in ensuring an effective
as well as efficient utilization of resources. An effective operation management in context of
resort is very much essential in order to provide guest with high level of satisfaction and good
experience.
The study has focus on analyzing the different functions of tour operations in Context of
TUI. This organization has a huge portfolio of resorts as clients of this company. It will also
highlight the significance of an effective quality system in resort. The resort chosen for present
report are Magic life and blue premium resort which are in the portfolio of TUI.
TASK 1
A) Analyzing the different functions of resort operations
TUI is a multinational company. It is among the largest leisure travel company in the
world.Firm consists of more than 70000 highly skilled and talented employees. The key
operations of TUI include 16000 travel agencies, 150 aircraft, 16 cruise liners, 380 hotels as well
as resorts.
There are different types of hotels with whom TUI has tie up in order to manage their
tour services. Some of hotel brand of TUI are blue premium resort, family life, magic life resort
etc. Few important functions of resort operations are handling suppliers, customers and legal
activities. Other function of resort operation manager is to build the strong relationship with
suppliers as well as customers of TUI (Kuščer and Dwyer, 2018). In addition to this, crucial role
of resort operation manager is to create the payment system, reservations and also to promote the
tour operations among different customers’ segments. TUI also offers transportation services
from destination to hotel. The different parameters which are set by management for services in
TUI are before as well as after visit support to customers. Customers are allocated rooms
according to their needs. Reservation is being done by the tour operator by knowing the
convenience date from customers and availability date for the hotel (Gilani, Innes and De Grave,

2018). TUI is a tour operator and they have various resorts in their portfolio from which they tie
up to provide services and these resorts are Magic life and blue premium resort.
The different services offered by TUI to customers in these resorts are air condition room,
accommodation, food as well as beverages. Function of resort operation manager in TUI is to
manage an effective coordination within resort so that quality as well as timely services can be
delivered to customers. An effective coordination as well as communication is also very much
essential in order to provide customers with high level of satisfaction. One of the important
function of tour operation includes complying with health and safety legislation (Yusof and
Jamaludin, 2018). It is very much crucial for operation manager in resort to keep themselves
updated with the health and safety laws. Function of tour operation is to develop or implement
various procedure or system considering the health and safety of both employees of resort as
well as guest. Role of operation manager in resort is to provide an appropriate training to
employees so that they can become capable of handling emergency situations.
B) Analysing the resort management structure
Resort can be referred to as the provision of services which is especially designed by
management in an organization in order to positively effect the accommodation as well as other
services. The unique structure is adopted by different resorts like inclusive resort, full board and
half board resort etc. Inclusive resort involves total price including the government taxes,
accommodation, food, transfer from airport etc. In context of self catering arrangement of resorts
only accommodation facilities are provided by resort, and catering or food services are to be
arranged by customer themselves (Losekoot and Theresa, 2018.). It is the type of arrangements
which are made by customer themselves in order to save money. In context of bed as well as
breakfast type of arrangements the cost of staying the resort involves accommodation and
breakfast. Half board structure of resort operations provide customers with different facilities
such as breakfast as well as dinner along with staying facility. An organization with the structure
of full board operation provide three time meals along with the accommodation facility, cost of
which is included in the total cost charged by customers. In context TUI, an enterprise has full
board type of arrangement and firm offers breakfast, lunch and dinner along with
accommodation facility. In addition to this, TUI also organized sports and other types of events
at regular interval of time in order to provide guest with memorable experience. The

entertainment charges are included in the total cost charged by customers. In context of TUI. Is
planning to implement integration strategy, an organization is planning to integrate tour
operating and own resorts and cruise ship operations, creating a flatter hierarchy and allowing
the company to be closer to its operational business in the markets. This new structure will bring
the areas of tour operating, resorts as well as hotels and cruises under one organization and result
in a number of changes in roles and responsibilities.
In context of resorts of TUI such as family life and The different challenges or issues
faced by manager of TUI in context of resort operations are difficulty in managing the balance
between demand as well as supply due to continuous changes in social factors. In addition to
this, high cost of operations is one of the biggest problems faced by management in resort. One
of the most important as well as biggest operational issue which is faced by magic life resort is
high employee turnover rate which has direct as well as significant effect on the productivity as
well as operational efficiency of an organization. Such types of problems also have adverse
influence on customer services.
TASK 2
A) Significance of an effective quality system in resort operations and analysing the way magic
life resort apply as well as monitor process of managing conflicts
TUI is recognized to have most popular tour operation management enterprise. An
organization has implemented an effective quality system in resort operations which has assisted
business entity in proving good quality of services to customers. In addition to this, management
inblue premium resort has also employed quality process for managing conflicts as well as legal
issues in context of resort operations. The various quality management practices performed by
blue premium resort includes contractual obligations, compliance with health as well as safety
legislation, audits and checks, dealing with irregularities etc. all these practices are performed in
order to avoid legal issues. In context of compliance with health and safety, management in blue
premium resort takes legal as well as moral responsibilities. All the activities in magic life resort
are performed considering the health and safety standards (Slack, 2018). Top level managers in
blue premium resort has taken the responsibility of regular monitoring whether the health and
safety standards are being followed in context of resort operations. The different code of practice
conducted by management in blue premium resort includes pool safety, fire safety, hygienic as

well as food safety etc. In context of blue premium resort Management in an organization
provides an appropriate training to workers which assist them in making sure that all the rules as
well as laws are complied. Regular audits as well as checks are performed by management in at
blue premium resort regular interval of time. In context of blue premium resort health as well as
safety audits are performed by trained managers and an appropriate documentation is done for
ensuring that all the resort operations are being performed according to the law as well as set
standards. An effective quality management system has assisted family life resort in gaining
the competitive advantage. It has aid business entity in minimizing the cost of operations.
Quality management system has enabled family life resort to provide quality experience to
customers. It is the procedure which has made significant contribution in bringing the drastic
improvement in the quality of products or services offered by resort (Filimonau and Delysia,
2019.). Quality management assists in streamlining the business procedures which is very much
crucial in order to bring improvement in customer service. It also supports management in
maintaining the consistency in quality of products or services (Jarvis, 2018). In context of family
life resort an effective quality management system has assisted management in coordinating as
well as directing the different business activities in order to meet customer needs and expectation
In addition to the above, management in blue premium resort also execute suppliers
audit before supplying the products or services to customers. In context of resort operation
management, it is the responsibility of management in an organization to provide safety as well
as protection to guest. In context of blue premium resort management in an enterprise has
implemented the quality system for ensuring proper reporting as well as dealing with
irregularities. Management in blue premium resort also reports the incidents. Open
communication system has been implemented in an enterprise in order to ensure the free flow of
information as well as an effective coordination which is very much essential in order to
maintain high quality standards. Laws which are followed by blue premium resort while
delivering products or services to customers are hotel proprietor act 1956 and contract term act
1977. The law of Unfair contract term is compiled by blue premium resort for avoiding Unfair
contract term obligations (Southern and Moutinho, 2018). As per the different laws in UK,
management in resorts have limited liability in context of items worth fifty ponds. In context of
blue premium resort , business entity has an effective as well as efficient reporting system which

supports management in avoiding emergency situations. Employees working in blue premium
resort are provided with power to take an immediate decision or actions during the time of
emergency situations. During the time of any accidents, management in an organization conduct
the depth investigation in order to find the root cause of the same and documents the incident so
that proper changes can be made in order to avoid such type of situations in the future. Blue
premium resort hires employees from overseas countries and provide them with proper training
as well as guidelines related to the resort operations. It is the tactics which has assisted blue
premium resort in delivering the professional services as well as high level of satisfaction to
guests.
B) Analysing the way implementation of an effective quality system by TUI has produced results
Implementation of an effective quality system has positive effect on the different
operations of the resorts. An effective quality system has bought positive as well as drastic
improvement in the resort operations of family life . It is the system which also have positive
influence on customer services. In context of TUI, an effective quality system has assisted
business entity in providing good experience to guest as well as high level of satisfaction to
customers. By implementing the quality system, management in TUI resort has been able to
control the accidents as well as incidents (Davis, Lockwood and Pantelidis, 2018.). An effective
quality system has helped TUI in elimination the legal issues. It has helped an enterprise in
increasing sales as well as profitability.
It has been analyzed that after employment of an effective quality system the different
resorts of TUI have proper coordination with the organization. In addition to this, proper
guidelines related to the heath as well as safety are being followed in resort operations. In
context of TUI, resort manager in an organization is assigned with the responsibility of managing
the implementation of health as well as safety law in resort operations. Top level manager in
resort has taken liability of continues monitoring which demonstrate the high significance of
health as well as safety in context of business (Davis and et.al., 2018). Periodic audits as well as
checks will be done by management in TUI in order to ensure compliance of health and safety
law. In addition to this, it is required by management to record the incidences in proper as well as
systematic manner by developing an effective documentation system (Holweg, De Meyer and
Schmenner, 2018). Resort manager in TUI are required to prepare the statics for incidents and
they need to provide the report of the same to top level management in an enterprise so that an

appropriate as well as quick actions can be taken in order to avoids such accidents in the future.
Management in TUI needs to give proper as well as timely training to workers, this strategy will
assist then m in ensuring the compliance of health as well as safety legislation.
.
TASK 3
A) Analysing range of incidents that could happen at resort environment and evaluating
procedure to dealing with situation
TUI Group aims at effectively analyzing the list of incidents that may happen at the resort
environment and bring great impact and affect the health and safety of customers and its staff as
well. The term incident refers to and includes major accidents, crimes, injuries and death (Pierce
and Wolchyn, 2018). The incidents may happen at resort environment due to the negligence of
staff and maintenance team. The customers may be also responsible for incidents and negligence
at resort environment or generic accident may also create situation of incident and affect
customers or staff. The various incidents that may happen at resort environment that may affect
health and safety of customers and staff are explained as following:
Slips and falls: The resort environment may have rush and may create happening of
incidents. The rushy environment in busy bar and other areas may lead to contribute for slips and
falls. Leaking beverages' container and spilled drinks can result in hazardous situation and affect
safety of employees or customers (Rathore, 2018).
Procedure: The TUI group can focus on cleaning the spilled drinks and wet floor
immediately so that it can avoid situation of slips and falls. The staff at bar wears non-slip rubber
soled shoes that helps them to be secure and safe from wet floors.
Fire incident: The resort environment may face incident of fire that may greatly affect
the customers and staff. The incident of fire leads to bring great impacts on health and safety of
people.
Procedure: TUI Group aims at providing effective fire prevention program and training
to employees and staff of resort. The training will provide employees to spot fire hazards and
also to follow various procedure and measurement if fire incident occurs (Ye and Song, 2018).
Theft: The incident of theft may also happen at resort environment because there are many
people present at that place. Negligence in keeping personal things safely will lead to create an

incident of theft. Occurring this situation at resort environment leads to bring negative impacts
on the tour operator business.
Procedure: tour management team aims at furnishing the resort environment with
cameras and alarms. The staff also ensures that customers take care of their belongings, cash,
mobile phone and other valuable things. The lockers are also provided to customers at the resort
environment so that it limits the incident of theft.
B) In what ways the procedures can be implemented to deal with such incidents
It is important to set appropriate procedures to deal with such incidents in Magic Life,
Blue Premium resort. The above incidents explain that if appropriate procedures are not made it
can prove dangerous for the resort and its guests (Adeloye and Brown, 2018).
In order to ensure that right procedures are being implemented within the organizational
environment, it is important that the law are also being considered while making the right
procedures. To implement the procedures as per the laws and guidelines the below steps needs to
be followed: Understanding of the surrounding environment: It is important to understand the
surrounding environment in which the hotel is built into while making appropriate
procedures. When the organisation have facilities such as schools, hospitals etc. in the
surrounding environment. Appropriate procedures needs to be made as per their security
as well. For example, in case of fire in the hotel, it is important for the organisation to
inform school and hospitals so that they can empty themselves and ensure proper security
of the people. The Safety and Security law, 1962 of the legislation can be considered here
(Ahn and Back, 2018). Taking feedback: This is one of the most important aspect in which the organisation can
make the appropriate procedures to deal with the incidents. The resort can ask its
employees and customers both about the places where they feel improvement is
necessary. This will provide the organizations with directions to understand at what
places they are lacking and what improvements they can make to ensure better health and
safety of their customers and staff.
 Identifying who is going to take the responsibilities: In order to prepare appropriate
procedures, it is important for the organisation to identify the responsible bodies or
individuals that will take the responsibilities of the organisation and many sort of the

mishap occurring at the organization (Alananzeh and et.al., 2018). This will help in
providing suitable justification for the occurrence of any sort of incident at work place.
Besides this, it will also help in resolving any sort of conflict that can impact and alter the
performance of employees or workplace within organisation.
The above measures are going to help the organisation in preparing proper procedures
and development options in order to ensure that such incidents do not happen again and again.
Along with it, developing required procedures are going to help the organisation in maintaining a
right advantage over its customers (Delis and Tsionas, 2018). The above mentioned measure are
going to help the organisation and resort in creating a supportive environment.
CONCLUSION
Based on extensive data evaluation measures that are carried at a workplace will help in
identifying the suitable management of the operations which will help in improving the work
place condition within a resort. The report focused upon the functions related to resort operations
with the handling measures of different tour operators and customer services. The management
of legal and health based issues is discussed. Besides this the management structure of the firm,
guest related operations and specialist programs are carried out with suitable evaluation of resort
operations with the monitoring the quality procedures in managing the conflicts and legal issues.
Also, the positive impacts of operation within resort and procedures of the implemented by tour
operator with the management with the guidelines of trade association which will help in
compliance of UK.

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