Newly appointed management trainee of Thomas Cook Group has to evaluate existing quality system of one of the company’s resort in tropical islands like Caribbean or Indian ocean.
- Explain function and structure of Thomas Cook’s resort office.
- What is the role and influence of quality system and process?
Resort management is an integral part of hospitality and lodging industry. It includes spas, casinos, hotels and ski resorts. There are several mangers indifferent sections within hotel and resort and handle several facilities and activities for customers related to food and beverage, maintenance, accommodation, etc. In this business, customer’s play a very crucial role as entire profitability is largely depends upon buyer’s satisfaction (Airey and Chong, 2010). Hence, it is very important for management to acknowledge actual demand and requirement of customers regarding services and facilities in the resort for delivery. The success of effective resort management depends upon proper coordination among stakeholders and services which delivers to customer.
The present report provides detailed knowledge and understanding about resort management and its several functions which is operated by managers. Quality systems which uses in the resort and hotel have been also discussed with respect of Thomas Cook Group. It is a British Global Travel Company which serves tour and travelling services to customers.
1.1 Various functions of Resort Operations
Coordination and handling various stakeholders- This is important function of resort management under which management must meet the requirement of vendors, suppliers for effective return on inventory. In this aspect, Thomas Cook has to make effective coordination and handle vendor activities so they can perform their responsibilities in effective manner. They supply raw material and goods to company in negotiated prices and costs.
Health and safety issue-It is another significant function of resort to make sure that food is hygienic and environment is safe and secure (Albaladejo-Pina and Díaz-Delfa, 2009). All equipment, facilities, infrastructure and atmosphere should manage in such manner as employees and guest cannot get any harm and injuries. Furthermore, company should follow all legislations and laws that is related to health and safety of customers.
Provide high quality of services and good- Organisation should provide high quality of facilities and services to its customers. It is great responsibility of management in the resort and hotel to identify actual demand of customers and delivers services to them accordingly.
Legal regulations and legislation- This is another function that is used to provide protection and security to employees and functions. This function helps to various departments within the hotel to carry out activities and functions in more safe and secure manner. Further, employees and customer can get advantages of their rights and precise.
Use high quality of technology- This function helps to improve its profit in the competitive business environment. With the help of new and advanced technologies, all resorts and hotels can improve the speed of services like online promotion, booking, communication etc.
Improvement of the productivity of employees- It is another important function to improve ability, skill and quality of employees within the resort (Alegre and Pou, 2006.). This helps to company in delivering high quality of facilities and services to its customers. Employees should be professional and fully trained to perform in an excellent manner within company.
1.2 various resort management structure and organise tour operations
Resort management structure is very significant aspect in the resort operations by which each and every activities and function regarding hotel, travel and tour can perform impressively. Top authority in the corporation have to look upon the structure of this sector so as each one can know their responsibilities and work regarding business and achieve determined objectives. There are various structures available for the resort such as inclusive resort, full board, half board, and self-catering (Ayuso, 2007). A formal agreement is being signed among organisation on the basis of the negotiated cost and rate of various services.
The Resort Management Structure of the accommodation are discussed below-
All inclusive resort- ll inclusive resort includes all kind of facilities related to airport, government taxes, stay and food etc.
Full board- In this section includes all combined excluding airport transfer and ticket prices for customers. In addition to this, all kinds of modern amenities and facilities are also included in this section.
Half Board- This section includes services like airport transfer, room, meals and all other kinds of amenities. Half board structure of resort operation provides facility for breakfast and dinner along with the cost of accommodation for tourists visiting resort.
Self Catering Restaurant- this section includes food and catering regarding services and facilities for customers. It is the apartment that offers catering regarding services and facilities.
2.1 significance of an effective quality system in resort operation
In the resort management, quality system is another crucial aspect. With help of an effective management of quality in services and facilities of resort, it can meet expectations of customers and achieve determined objectives. There are several aspects of effective quality system practices such as health and safety, audit and checks, legal responsibilities, dealing with irregularities, contractual obligations and effective services (Blanke and Chiesa,2013). By the help of quality system, a company can effectively deliver impressive services and facilities to its buyers and fulfil their objective. Following are some significance of effective quality system in the resort operation-
- With help of effective quality management system, management can deliver high quality of services and facilities to its customers. It assists in overcome wastages and additional costs from production and manufacturing activities through which quality of commodities and services can automatically improve.
- In the Thomas cook, quality system helps in bring innovation and creativity along with commodity and services. While cited venture implement system and practices in business then it becomes easy to develop something new in the services and facilities.
- By implement health and safety guideline, resort can develop close coordination with the tour operator. By help of health and safety guideline, company can effectively provide high quality of health and safety facilities along with its services of accommodation and resort (Cazcarro, Hoekstra and Chóliz, 2014.).
- By help of training and development program, resort can easily improve skills, ability and quality of staff members and employees through which they can deliver high quality of services to its customers.
By help of auditing and proper checking, company can easily improve quality of services and facilities. Audit focus on each and every activity of organisation and make some changes financial sector or improve productivity and profit in employed state of affairs Financial audit is help top improve productivity and performance to ascertained the validity and dependability of substance, as well as to supply a monetary value of an instrumentality intrinsic relation. To manage audit department and some external factor is help to mange work productivity and increase overall evolution in