Travel and Tourism Management Report

This report evaluates the management practices in the tourism industry, focusing on Virgin Holidays Limited. It examines resort management practices, the coordination of tour operators, and the importance of effective quality systems in ensuring the safety and satisfaction of tourists. The report also discusses incidents affecting resort operations and the procedures implemented by tour operators to manage crises effectively.

ASSIGNMENT TITLE: TRAVEL AND TOURISM
MANAGEMENT
STUDENT ID:
SUBJECT CODE:
1

Table of Contents
Introduction......................................................................................................................................3
Overview of the organization..........................................................................................................3
Task 1...............................................................................................................................................4
1.1 Analyzing the Various functions of resort operations including management of tour
operators, and the legal, health and safety issues............................................................................4
1.2 Analyzing the structure of the various types of tour operators including their guest-related
activities and other programs...........................................................................................................6
Task 2...............................................................................................................................................8
2.1 Importance of effective quality systems in resort operations and how the chosen resorts apply
quality procedures in handling conflicts..........................................................................................8
2.2 Analysis of the manner by which effective quality systems of our organisation has positive
impacts on the operations of the resort............................................................................................9
Task 3.............................................................................................................................................11
3.1 Analysis of incidents affecting the operations of resort..........................................................11
3.2 Evaluating the procedures implemented by tour operators.....................................................12
3.3 Discussing the link between implementing procedures and guidelines of trade associations
and government bodies..................................................................................................................12
Conclusion.....................................................................................................................................13
Reference List................................................................................................................................14
2

Introduction
Resort management is an important part of hospitality and lodging industry and includes
management of the resort, different guest-related activities, sharing of different information
relating to the extant location at the earliest, and food and beverage (Ali et al. 2015, p.273).
There is always a general manager in a resort and under him operates different other managers.
The task of the general manager is to coordinate well with the different managers. In the
assignment, a tourism organisation will be chosen and how it operates in different locations
around the world will be shown. The thesis statement of the assignment is to show the different
managerial, hospitality aspects, legal and structural aspects of resort management.
Overview of the organization
Virgin Holidays Limited is based in the UK, though it operates around the world including
Jamaica and Sri Lanka. It also operates in the USA and in Canada. Founded in 1985, it has
become one of the best long tour operators in the Uk. The managing director of the company
Mark Anderson has also widened the base of the company in India, Africa, and the Asia-Pacific.
It has merged itself with different other companies at times like Herbert Ypma's HIP hotels and
so on. It has also packaged holidays for Las Vegas and Florida. It also has resorts in the
Caribbean islands and in the Indian Ocean Islands.
3

Task 1
1.1 Analyzing the Various functions of resort operations including
management of tour operators, and the legal, health and safety issues
(Figure 1: Management Structure at Sandals Inn)
(Source: Gil-Aluja, 2013, p.112)
4

(Figure 2: Management Structure at Uga Bay)
(Source: Becken, S., and Hughey, 2013, p.77)
Resort management includes three main issues: Front-of-House Management, Heart-of-House
Management (1) and Heart-of-House Management (2). These three issues are the basic divisions
of management which are again controlled by other managers under the general manager (Ali et
al. 2016, p.11). Most of the high quality and big resorts follow this pattern. On the other hand,
relatively small resorts follow Figure two type management patterns which are a rather simpler
one. In the case of Sandals Inn in Jamaica, the resort is structured in the three main divisions
(Figure 1) mentioned above, and Uga Bay that is located in Sri Lanka is structured in the pattern
shown in Figure 2. The most common problem faced by managers is regarding the management
of the groups of tourists who come and go at regular intervals (Pearce and Schänzel 2013,
p.141). Another very complex problem is checking of the tourists properly as it ensures the
safety and security of the whole resort. There is another complexity regarding the management
of different sectors like spa, restaurants, and clubs and so on. In distant locations like in Sri
Lanka where the local language is different from the language spoken by the management people
that are English, the communication gap is always a challenge. The managers also need to look
into the seasonal packages as the tour operator announces different packages every now and
then. In this case, the legal issues with the country the resort is in are very important. In Sri
Lanka for that matter, the image of Lord Buddha is respected everywhere but tourists from the
West often do not take that very seriously and confrontation arises between the legal authorities
there and the resort management as the tourists come under their control. So the resort Manager
5

at Uga Bay in Sri Lanka has to keep in mind the legal matters too. There are also issues with the
attitude of the different stuff at the resort. For that matter at Sandals Inn in Jamaica, no racial
comments can be made by either the Staff or the Tourists As this may be a huge political and
legal agenda in that country. Information relating to the resort should be given to the tourists at
the earliest so that no confusion exists. Proper management of the tourist guides is also another
key feature. The tourist guides have to be aware of the different aspects of the country he is in.
the kitchen and the waiters should coordinate with each other as this will serve the tourists well
(Page, 2014, p.82). The waiters have to be very generous in their attitude so as to attract the
attention of the tourists and this will also add to the hospitality management feature (Buhalis, D.
and Crotts, 2013, p.172). Allocation of lodging is another key feature and this should not create
confusion among the customers. At big restaurants, the three management levels should
coordinate with each other in order to ensure proper management system.
1.2 Analyzing the structure of the various types of tour operators including
their guest-related activities and other programs
Different conflict management techniques can be used by the manager in order to avoid any kind
of confrontation within the resort. At Sandals Inn the manager must focus on five most important
factors.
Accommodation- This means involving everyone's say and participation in a project. This can
be done by having a regular meeting between different sections of management (Jeon, I.O., and
Kang, 2013, p.87). If the waiters have a problem with describing the features of a dish made by
the kitchen, they should directly go to the Kitchen Manager and discuss that matter as this will
solve the problem at the initial level.
1. The Heart-of-House Management (1) must cooperate with Heart-of-Management (2) so
as to smooth the process of the flow of tourists. This will also make a good impression on
the Tourists at Sandals Inn.
2. The lower level Management that consists of the cooks, the waiters and the supporting
stuff need to be under the instruction of the Human Resource Management Department
so as to ensure the best quality products.
3. The assistant manager and the manager must not be in a mood of conflict with each other
and this has to be seen by the Director of Sandals Inn.
6

4. Different guest-related activities can also be encouraged so that the guests feel
comfortable with the resort and stays there to spend their holidays.
Avoiding- All the managing directors need to avoid any kind of confrontation. If any
confrontation happens the director in charge should resolve that immediately. If the problem
does not get solved the participants should be separated for the time being.
Collaborating- Collaboration can manage many differences at Sandals Inn. Lack of enough
human resource is a big problem and at the time when there is a lack of human resource the
available stuff should collaborate with each other and get the whole system out of trouble.
Compromising- The authorities at Sandals Inn may compromise with some of the problems for
the exact time, but that cannot be a permanent solution to any problem as this might lower the
standard of quality of different systems. If any misconduct happens on the guests’ part the
related department should resolve it very calmly so that no bad impression is left on the tourists.
Competition- there should be healthy competition among the different departments at Sandals
Inn as this will improve the management system and the quality of work. A healthy working
environment is the most important thing in any organization to safeguard its future prospects
(Crespo et al. 2016, p.31).
7

Task 2
2.1 Importance of effective quality systems in resort operations and how the
chosen resorts apply quality procedures in handling conflicts
Effective quality systems in resorts is a major procedure for management of disputes in resort
operations and it is very common or general procedure for resort related management in the
organisation based on tours and travels management such as our organisation. According to the
author (Benavides-Velasco et al. 2014, p.80), the effective quality systems cover grounds of
health and safety. Audits and checks and legal responsibilities which deal with irregularities,
observations and services for the purpose of avoiding any legal complications or adversities in
the business of tour and travel management practiced in our organisation under whose guidance
the resort's operations in the chosen resorts are carried out in Sri Lanka and Jamaica. The
effective quality systems are mentioned as follows:
Health and safety based quality systems: The health and safety based quality systems are
based on some important strategies and guidelines .The first important guideline or step is an
analysis of potential or ensuing dangers of miss-happenings taking place in the tours and travel
industry in terms of scrutinization of observed facts of tourists injury and harm (Virgil et al.
2014, p.120). In terms of this context, circumstances are systematically studied and the risk
consequences based factors or causes are recorded for formal confidential purposes to maintain
health and safety procedures and regulations in tours and travelling based managerial
departments The second guideline should be assessment of seriousness of risk factors related to
the tourist handling method of the organisation and the third guideline will be compilation and
review of risk assessment strategies and procedures.
Audits and checks based quality systems: The audit and check based quality system in tours
and travel industry are based on principles of the commerce and business related accounts and
finances based infrastructure of the organisation of tours and travel. The financial processes are
analyzed in terms of some audits and check mechanisms of the costs and expenditures met by
tourists for the purpose of different kinds of tours related our organisation in the resorts of
Jamaica and Sri Lanka (Becker, 2016, p.90). The budgets of the tourists and the tourist guides
are duly analysed in a routine like manner each tour of creating variety and of definite duration
period.
8

Legal responsibilities based quality systems: Legal responsibilities based quality systems are
those effective quality systems which are required by any industry of tourism such as our
organisation for the protection of the company from unnecessary legal disputes and inappropriate
legal considerations. The legal disputes arising due to mismanagement of ideas in terms of terms
and conditions of tours can be understood in the context of mismanagement of tours and
traveling industry (Mohammadnezhad and Mahdavi, 2012, p.350).
The above issues of effective quality systems should be implemented in terms of effective
managerial guidance by resort managers instead of area managers and strict documentation based
techniques are needed to be implemented and recorded on the periodical basis. Similarly, strict
communication procedure based on the multilingual ability of our tourism staffs should also be
effectively implemented in terms of the tourists of different races, color and creed and speech
and staying in different countries for the sake of effective functioning of our organisation having
resorts and doing business in Sri Lanka and Jamaica.
2.2 Analysis of the manner by which effective quality systems of our
organisation has positive impacts on the operations of the resort
The manner and method by which effective quality system practiced by our organisation does
create an impact on the operations cum activities of the resort are widely being categorized into
the following procedures and programs.
According to the author (Katsoni and Venetsanopoulou, 2013, p.35), proper maintenance of the
relationship between the resorts and the tour operators are essential prerequisites of for
maintenance of financial and business based commercial health of the organisation and it is the
primary way in terms of which the quality systems are implemented in our organisation.
The resort managers are mainly guided by the directors and senior directors of the company or
organisation of tourism and traveling about maintaining proper plans in terms of recording of
time of tourist visit, tourist departure and intensity and nature of their tours in the resorts
Resort managers have to do a periodical analysis of health and safety criterion of business based
on the physical and mental health conditions of the tourists visiting the resorts of tourist
destinations of Sri Lanka and Jamaica (Mazilu, 2012, p.22).
Similarly, incidences of disputes and troubles taking place in the resort should be thoroughly
reported to the higher authorities of executives and managers in a time bound manner via the
process of developed documentation procedure.
9

Resort managers should be also liable for maintenance of proper audits and checks in terms of
maintenance of the records of the management of audits and check for tours and travel related
with development in terms of proper statistical based and mathematically based applications of
tourism based business and commercial activities
Proper investigations are needed to be carried out for the purpose of finding some flaws or
mismanagement of business operations and thorough implementation of the same in business
situations of tours and travel so as to improvise and improve the efficiency of business tours and
travel in an organisation such our own organisation which deals with or works upon the same.
Highlighting of operations and activities in terms of the objective of the flourishing of business
relations happen between the resorts and their operators via correct legal discipline maintenance
and true legal compliance. In this respect, it is very importance to bring into effect the travel and
tourism laws of business and stringent or strict obedience of the same by the staffs of our tourism
organisation (Meloni et al. 2013, p.25).
Limitation of liability of goods in terms of ownership abilities and rights of tourists is also
another strategy which should be executed in terms of which the efficiency parameter of quality
systems our organisation of travel and tourism has positive implications on the operations and
future of the resorts of Sri Lanka and Jamaica (Chang et al. 2012, p.192). Provision of extensive
training to the overseas staffs and employees of our organisation so as tom tackle unforeseen
circumstances and uncertainties which happen when the stakeholders of our type of organisation
are channelized in the wrong direction due to their limited abilities and improper skills.
10

Task 3
3.1 Analysis of incidents affecting the operations of resort
There exist several such incidents which can affect the resort environment and its operations.
The tourists, as well as the resort staff, are vulnerable to be affected by these incidents which can
impact adversely on their health and safety. Incidents affecting tourism industry occur due to an
emergence of crisis or danger. As for the tourism industry, Laws and Prideaux (2005) argue that
crisis refers to an event that leads to shock results due to an emergence of adverse situation.
These incidents include natural incidents, medical incidents, political, terrorism or issues related
to accommodation and transportation (Scott, et al. 2013, p.64).
Natural incidents affect the resort environment and its functioning. It also affects greatly to the
tourist experience. Several natural disasters such as, hurricane, tsunami, volcanic activities,
wildfires represents the extent to which they can harm tourism industry around the world
(Paraskevas et al. 2013, p.143). Few of such natural incidents that have affected resort operations
are Hurricane Gilbert and Tsunami, 1988, December 2004 Tsunami in Indonesia. Terrorist
incidents greatly impact the tourism industry. There have been several political and terrorist
activities that can have a greater impact on the operations and environment of the resort (Shin,
2015, p.141). Terror acts such as ongoing Iraq war, London Bombings of 2004, 1990 invasion of
Kuwait and continuous terror attacks in India, etc took lives of both the customers and staffs
involved. Fire incidents can also severely impact the people in the resort. Fire can occur due to
the negligence of both the tourists of resort management, which involve holding fire activities,
storing inflammable materials in sensitive areas or within one's reach. Fire incidents can take
many lives and burn down the resort complex as well.
Medical incidents, putting the health and safety of the people at risk in the resort environment,
include epidemic outbreak, typhoid, mosquito bites or food poisoning. Nowadays people travel
all over the world and could carry the disease viruses to different corners (de Bloom, et al. 2013,
p.167). There have been many cases where disease outbreaks affected the business operations of
the resorts, such as the Zika outbreak. The tourism industry in Latin American nations fell
significantly and resorts saw poor footfall. SARS is also one of the medical incidents that cost
$10 billion to the travel and tourism industry. Accommodations and transportation affect the
resort business if tourists, as well as the staff, are not provided with well-maintained vehicles for
11

transportation. Murders and criminal activities in the local areas also prevent tourists and staffs
from visiting resorts sites in the vicinity of the area.
3.2 Evaluating the procedures implemented by tour operators
Tour operators are the bridge that connects tourists and the resorts. It is their prime responsibility
to take account of the possible danger situations that may occur in the resorts and deal with a
crisis like situation by planning in advance. Tour operators should ensure that the resorts and
transportations are equipped enough to handle critical situations and prevent them from arising in
the first place (Chan and Tay, 2016, p.27). Necessary arrangements are made available by the
resort management for protecting health and safety of the visitors and the local staffs. They must
maintain mutual cooperation and cordial arrangement with the local authorities in order to
develop resolution and seek help and support to deal with the crisis in the resort.
Tour operators must compile safety plans for tourists that specify the knowledge and training of
staffs, and lists the equipment and items the guests may need in various circumstances and
situations. The guidelines and plan can help passengers and visitors prepare themselves for crisis
situations. The visitors must be informed about the safety measures implemented in the resort
and ensure tour guide handles the tourist's group efficiently and do not possess a lack of
professionalism (McCombe et al. 2015, p.159). Tour operators must enquire about the policies
and regulations followed by the resorts in considering the safety of the tourists. Different teams
are developed for effectiveness in providing safety and care such as incident management team,
joint operational incident team, site response team, etc. Each team is provided with the
guidelines for their role and how should be their approach to ensure maximum safety and
minimum casualty.
3.3 Discussing the link between implementing procedures and guidelines of
trade associations and government bodies
Tour operators need to work in line with government and follow regulations. Procedures
implemented by the tour operators comply with the policies and guidelines by the trade
associations and governing bodies. Their work functions are in accordance with UK/Europe
Laws. ECTAA, an association of travel and tour operators, is a governing body that monitors the
tourism operations within the European nations. The primary function of ECTAA is monitoring
and taking actions on the numerous European legislations that deals in transportation and rules of
the distribution system through the continent (Goretti Sanches Lima, 2013, p.14). Virgin
12