Analysis of Resort Operations Management for Thomson Travel Group

This report provides a comprehensive analysis of resort operations management, focusing on the Thomson Travel Group. It covers various functions such as coordination, handling tour operators, consumer services, and managing legal, health, and safety issues. The report details the resort's management structure, including top, middle, and lower-level management roles, and explores guest-related activities. It examines complex problems like lack of coordination and difficulties in meeting consumer demands. The report emphasizes the importance of an effective quality system, particularly Total Quality Management (TQM), and its positive impacts on technical and reservation services. It also addresses conflict and legal issues, highlighting the need for continuous improvement and consumer satisfaction. The report concludes with an overview of health and safety procedures and relevant UK law, offering a detailed understanding of resort operations and management strategies.

Resort Operation
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1 ..........................................................................................................................................1
A . Analysing various functions of resort operations..................................................................1
B . Resort management structure and various types of relatable activities.................................2
M1 Complex problems related to different functions of resort...................................................4
D 1 Current management structure of resort................................................................................5
TASK 2............................................................................................................................................5
A. Importance of an effective quality system in resort operations..............................................5
B . Positive impacts of effective quality system on the resorts operations..................................6
M2. Synthesis the process complex information related to managing conflicts and legal issues
......................................................................................................................................................6
M 3. Approach used to quality management in the resort .........................................................7
D 2 How quality system applied in resort management..............................................................7
TASK 3 ...........................................................................................................................................7
A. Analysis of range of incidents which could affect health and safety of customers and staff. 7
B Procedures to deal with these incidents which is comply by UK law......................................8
D 3. How resort management can solve problem .......................................................................9
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Resort management is managing regular operations of hotels and other vacation
destinations. It involves overseeing lodging operations, recreational facilities and food services
and it emphasis the high quality consumer service, guest & satisfaction and effective use of
resources. In this report chosen organisation is Thomson Travel Group, England. The
organisation deals in charter and scheduled passengers airlines, package holidays, cruise lines,
hotels and resorts. Company also provides the destination services on Caribbean and Indian
Ocean resorts. In this report there are following topics are covered such as: various functions of
resorts operations, resort management structure and types of tour operators, complex operations
related to various functions of resort, importance of an effective quality system, positive impact
of effective quality system on resort operations, information related to managing conflicts &
legal issues, quality system applied in resort management. Apart from this it is discuss about
range of incidents which could affect health and safety of consumers and staffs, procedures to be
implemented in dealing with incidents comply with relevant UK.
Task 1
A . Analysing various functions of resort operations
Resort operations are those which are performed in a resort to satisfy the needs and
desires of consumers and it is a part of lodging and hostility industry. Resort operations involves
various activities such as : to manage and control routine work and effectively use of resort
supplies and properly take care of rooms, to deliver the services as per the demand of consumers.
Thomson Travel Group has perform various functions which provide help to manage the resort
operations effectively (YE, and et. al., 2015).
Coordination: To perform the various activities effectively coordination is essential so
that work can be completed as per the needs of organisation. It is the unification, integration,
synchronization of the efforts of team members which emphasis to accomplish the common
objectives (Coordination. 2018). Staffs and other persons of all departments of Thomson Travel
Group has performed their roles and duties as per the requirements of company so that
consumers can satisfy and it can achieve organisational goal. For example, if food and beverage
production department of corporation does not able to coordinate with sales department then
production can be higher or lesser than requisite sales. So for more profitability and efficiency it
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is essential to bring coordination among all divisions of company as a result functions can be
performed in effective manner (Stoppato and et. al., 2016).
Handling of various tour operators : Tour operators are the combined tours and travel
element which comes together to provide a package holiday. Products of tour operators are flight
on a charter airline and bring consumer from airport to hotel and vice versa. It also provide the
facility of local guides so they can assist the tourists. Thomson Travel Group belongs to the tours
and travel industry and it also operates various tour operators to provide attractive holiday
package for consumers.
Consumers service functions : To provide the products and services as per the needs of
consumers is essential for an organisation so that it can satisfy the wants of persons and generate
more profits. Thomson Travel Group always emphasis to provide better facilities to its
consumers so that they can attract towards the organisation. It provides services with stipulated
time period as per desires of tourists. Corporation can follow SERVQUAL model which are
based upon five dimensions such as : assurance, reliability, empathy, tangibles and
responsiveness. It helps the organisation to provide services which can satisfy the demands of
consumers.
Managing legal, health and safety issues : For an organisation it is essential to follow the legal
rules. Legal issues involves regulations and policies which are introduced by respective
government for an industry. So it is important for Thomson Travel Group to perform its work as
per legal guidelines so that it can perform operational functions smoothly and effectively. If a
company does not follow it than corporation have to pay fines and penalties. Company provides
safe and healthy environment to their consumers and staffs and perform duties as per the
regulations of health and safety law. As a result health and safety issue does not create in the
organisation and tourists are happy to connect with this corporation (Sherif, 2015).
B . Resort management structure and various types of relatable activities
Management structure shows that how an organisation organizes its management
hierarchy. Roles are performed by all members as per the designation and abilities and it helps
the company to achieve its goals in effective manner. Resort management structure of
organisation are as follows :
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Top Level resort management :
Top level management of corporation makes plans, strategies and takes financial
decisions which help the organisation for growth prospective. This management involves such
as:
Director :
Director of company supervise the activities and ensures that all subordinates are
performing their roles as per the need of resort. It assign the duties and takes essential decisions
which contributes to the growth of Thomson Travel Group (Rushton and Baker, 2014).
Manager :
A manager is a person who manage and control the organisational activities so that
business operations can run in effective manner. Director of Thomson Travel Group assign the
task to manager and get follow back that objectives has to be accomplish.
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Middle Level Resort Management: Top level management gives instructions to middle
level resort management and they have forward the instructions to lower level management
which involves :
Assistant Manager: Assistant manager of resort involves in the supervision activities of
workers, initial disciplinary contact & perform other managerial work due to the absence of
manager. It provides the feedback to manager of Thomson Travel Group (Parisio and et. al.,
2014).
Human Resource Manager: HR manager of organisation helps the company by
recruiting skilful candidates which are able to perform as per the need of corporation.
Lower Level Resort Management: It gets instructions from top level management and
middle level management which involves :
Chefs for Cook: Chefs of corporation has prepare food which can satisfy the needs of
consumers.
Waiter: Waiters are those persons who serves the food and beverages to the consumers
of resort.
Supporting Staff: In resort there are various supporting staffs such as : cleaner, guards,
house keepers etc.
Guest related Activities: Corporation has organize various guest related activities such
as: pool games and beach volleyball so that consumers can attract. Resort also organize fitness
and health related programmes such as: Aqua fitness and Yoga.
Winter Sports: Resort arrange different seasonal events and winter sport is one of them
which involves hot tubing, indoor swimming, ice- skating etc (Page, 2014).
M1 Complex problems related to different functions of resort
A company have to perform various functions on regular basis so that needs of
consumers can be satisfy but it is not easy. The main problem which can be seen in the resort that
is lack of coordination among different departments and its functions. It occurs because of
ineffective communication between various divisions. To fulfil the desires of customer most
important and it is essential to provide quality products and services and handle consumer
service is most difficult function for the resort. Preferences, demands, taste and food habits of
persons are changing frequently so it is not easy to satisfy the desire of consumers. To follow
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health & safety and legal law is also an issue for Thomson Travel Group. So it is necessary for
corporation to follow theses laws so that healthy environment can be created.
D 1 Current management structure of resort
To perform the business operations resort is recently work as per Matrix management
structure. According to this structure workers and staffs have more than one bosses and reporting
lines. Staffs are responsible to give report to the particular project manager and divisional
manager. Workers of Thomson Travel Group have to report different bosses and managers as per
the requirement of organisation (Niu and et. al., 2016).
TASK 2
A. Importance of an effective quality system in resort operations
For an organisation it is essential to provide quality products and services to the
consumers so that their needs can be satisfy. Thomson Travel Group can use the TQM in its
resort so that effective quality system can be maintained. As a result more persons shows their
willingness to buy the products of corporation. As a result it can earn more revenue from the
business. Importance of total quality management are described as below :
Quality improvement culture : Corporation culture is needed to modernized according
to the necessity as a result workers feel comfortable to perform their duties. Organisation is able
to manage effective culture because it takes suggestions from staffs.
Continuous improvement in process: To bring continuous improvement is essential for
Thomson Travel Group so that its business operations can be performed effectively. It can
emphasis to improvement in policies and procedures which provides help to manage and control
the organisation properly and which leads to effective quality system.
Fulfil consumer demands : To fulfil the needs of consumers is necessary for a company
so that more number of persons can attract towards the organisation. Thomson Travel Group
always focuses to satisfy the demands of consumers with effective quality system.
Effective control : For an organisation it is essential to make effective control for better
performance and work. Thomson Travel Group can control the business activities which help to
improve the performance of staffs and bring effective quality system (Ming and Yanying, 2015).
There are various conflicts and legal issues has arises in the resort. If organisation
promise to their consumers that it will provide a specific type of facilities and services and if
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company does not provide such services than situation of conflicts and legal issue can be arises.
With the help of total quality management these types of issues can be resolve and consumers
will be satisfy. As a result situation of conflicts and legal issues can be minimize (Marchington,
and et. al., 2016).
B . Positive impacts of effective quality system on the resorts operations
With the help of TQM an organisation can survive in the market for a long run by
satisfying the needs of consumers. In this system all persons of corporation focuses to improve
process, services, products and culture in which they work. As a result demands of persons can
be fulfilled and it brings various positive impacts which are associated to effective quality system
and such as:
Technical services : These are various types of technical services which take place in
resort like checking of electricity power in the rooms have been improved after implementing
TQM. Workers of Thomson Travel Group regularly checks heater, TV, AC and ensure that all
of these are working properly. So TQM made a positive impact and bring effective quality
system on the resorts operations.
Reservation service : Now a days it is most famous because it makes the things easy and
convenient. Amusement park in resort and tickets are booked online so that guests can visit the
park and before implementation of total quality management this facility was not available. By
continuous monitoring organisation know about it and for pool party people can book online
tickets.
Housekeeping : For an organisation it is important to provide better housekeeping
services so that more consumers can attracts towards company. By implementation of TQM,
Thomson Travel Group having more focuses to cleanliness and housekeeping services which
involves rest room, valet & laundry services, public area, rest room etc. So TQM made a positive
impact and bring effective quality system on the resorts operations as a result more persons can
visit the resort which brings the higher revenues for corporation (Kotas, 2014).
M2. Synthesis the process complex information related to managing conflicts and legal issues
There are various conflicts and legal issues which can arises because organisation to
follow the different types of compliances and rules as per the requirement of country. Resort
manager has promised to consumers that winter events will be organized and it is free of cost.
But when consumers has reached that place to participate in winter events than manager makes
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announcement that all persons have to pay some additional amount. It creates the situation of
conflicts and legal issue and consumers have right to take action against the resort manager.
M 3. Approach used to quality management in the resort
In resort total quality management approach has been used so that consumers can get
better quality products and services and satisfy their needs. Thomson Travel Group can use TQM
so that organisation is able to meet the demands of persons and they feel satisfied. It is useful to
resolve the conflicts among workers because all members focuses to achieve the organisational
goal and objectives. As a result it can generates more profits.
D 2 How quality system applied in resort management
It is very important to manage the quality services at the resort in order to provide
superior services to the customers. As total quality management is an approach which can
enables the organisation to manage the quality of their products and services. The total quality
management emphasize on the overall quality and meeting customers needs and satisfaction. It is
a continual process which helps Thomson travel group to detect and eliminate error from their
streamlining supply chain management. It aims to hold the parties who are included in service
producing process and accountable for overall quality of final product or services.
TASK 3
A. Analysis of range of incidents which could affect health and safety of customers and staff
Incidents can affects the safety and health of persons which they can be happens at any
time or any situation and they are unplanned in nature. In resort there are various incidents can
occur which are described as below :
Natural incidents : Health and safety of consumers can be affected due to natural
incidents such as: earthquakes, flood and tsunamis etc. These are not controlled by any persons
but resort can take necessary steps so that its harmful influence can be minimise (François and et.
al., 2014).
Transport incidents : Health and safety of persons can be affected due to transport
incidents which involves : rail, road and aviation incident. Thomson Travel Group always tale
care about the safety and health of their consumers and instruct persons to ensures about safety
tools. For example, it instruct persons to use seatbelt while driving so that impact of incidents
can be minimize.
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Environmental Incidents: Safety and health of persons can be affected due to
environmental receptor such as : air, water, wildlife etc. It is associated with a specific
occurrence of pollution and degradation in quality of environment related to a particular events.
Due to the air pollution staffs and consumers can face various issues such as : skin and breathing
problem.
Evaluation of procedure to prevention from these incidents which can affects the health
and safety
Incorporate a safety and wellness plan : Resort management can make proper plan
regarding safety of its employees and consumers. As a result health of various persons does not
affected due to incidents.
To use proper tools : Management of resort should use proper safety equipments so that
employees and consumers does not get affected. For example, Thomson Travel Group can use
fire extinguisher to protect the people from fire.
Make an effective team : Management of resort can prepare an effective team of those
persons who know how to handle with different types of incidents as a result health and safety of
consumers and employees does not get affected (Davis, and et. al., 2018).
B Procedures to deal with these incidents which is comply by UK law
To deal with these incidents there is a law which protect the health and safety of
consumers. According to the law there is a specific procedure which is needed to be follow to
resolve these situations. Procedure has mentioned below :
Analysis of nature of incidents: As per the regulation of health and safety law of Great
Britain, organisation should need to analyse type of incidents means what kind of incident
occurred. It provides help to resort management to take necessary steps and use specific tools as
per the situation so that negative impact of incidents can be minimize.
Action plan : The next step is to make appropriate action plan which is provided by
health and safety law of United Kingdom. To handle the different situations it is required to
make action plan as per the nature of incidents.
Team formation : To protect the health and safety of consumers it is essential for resort
management to form an effective team which is able to handle any adverse situation which arises
from incidents.
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Implementation of plan : Management of Thomson Travel Group should how to
implement the plan which can protect the health of consumers and minimize the impact of
incidents.
Monitoring : To monitor the executed plan it important so that so that resort
management can know the lacunas if any. So it assist the resort management to review the
activities as a result health and safety of consumers can be protected.
So this procedure has been provided by law and trade association to industry.
D 3. How resort management can solve problem
For an organisation it is essential to resolve the issues and problems so that
company perform better and satisfy the needs of consumers by providing quality products and
services. With the use total quality management problems can be solve which arises in resort. It
provides help the corporation to fulfil the demands of persons by following the policies and
regulations according to the necessity. If consumers feel happy and satisfied than there are
minimum chances that issues will occurs and it brings efficiency and effectiveness in resort
management (Clark, 2018).
CONCLUSION
As from the above report, it has been concluded that it is essential for resort management
to analyse the functions of business operations so that task can be perform in effective manner.
With the help of TQM quality system can be improve. By analysing the incidents resort
management can protect the health and safety of consumers as well its employees. Effective
quality system can provide help to minimise the situation of conflicts in the corporation.
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