Nowadays it is essential for a tour operator to have a very good management and especially a well thought-out service and operation management. More and more competitors come on the market and smaller companies will be eliminated by the bigger ones. So it is much important to create innovative products to satisfy the customer in every sense. However, at the mass of variety holiday and travel products, problems during the tour operation are predetermined.
On the following pages, one big United Kingdom tour operator is presented. Furthermore, one of their touring products will be checked according to problems which could emerge during operating the tour.
Table of Contents
1. Terms of References
2. A company overview
3. Potential fail points on the “Timeless Tunisia Tour”
4. The understanding of problem solving
5. Reconciling the Operation Mix
6. Conclusion
Objectives and Core Topics
The primary objective of this assignment is to analyze operational management strategies within the travel and tourism industry by examining the "Timeless Tunisia Tour" offered by SAGA Leisure Ltd. The paper investigates potential operational failures and applies theoretical problem-solving frameworks to suggest management improvements.
- Analysis of SAGA Leisure Ltd. as a specialized tour operator for the over-50s market.
- Identification and categorization of potential service failure points in international tour operations.
- Application of Hard System Methodology (HSM) and Soft System Methodology (SSM) to operational issues.
- Evaluation of the conflict between profitability, consumer satisfaction, innovation, and sustainability.
Excerpt from the Book
3. Potential fail points on the “Timeless Tunisia Tour”
One potential fail point should be the fact of medical intricacies, especially on the trip to the Sahara desert. Normally a tour operator must guarantee that nobody of his clients has medical problems like acute heart conditions. It might happen that one of the clients has a heart attack in the desert and nobody knows what to do. This could also happen in other places like Tunisia which is a very hot country and there the bodies of older people could be more stressed than the younger ones.
In general, older people need special medical care. Of course everybody is responsible for themselves, but the tour operator has a special responsibility towards older people. He has to keep in mind under which circumstances these people will travel what they have to consider when they travelling to Tunisia.
The second fail point could be the accommodation including Food and Beverage. Tourists and especially older people claim a high standard of their accommodations. They demand a high quality service, safety, a quiet environment and a wide range of excellent, healthy food.
Summary of Chapters
1. Terms of References: This chapter outlines the necessity of effective operation management in the competitive tourism market and introduces the scope of the study regarding SAGA.
2. A company overview: This section provides background information on SAGA Leisure Ltd., highlighting its target market, business history, and key operational segments.
3. Potential fail points on the “Timeless Tunisia Tour”: This chapter identifies specific operational risks such as medical contingencies and accommodation standards for the chosen tour product.
4. The understanding of problem solving: This chapter explores theoretical frameworks, specifically Hard and Soft System Methodologies, to address operational challenges.
5. Reconciling the Operation Mix: This section analyzes the tension between corporate goals, such as profitability, and the need for innovation, customer satisfaction, and sustainable practices.
6. Conclusion: The final chapter synthesizes the findings, emphasizing the importance of a robust operational blueprint for mitigating potential service failures.
Keywords
SAGA Leisure Ltd, Tourism Operations, Operational Blueprint, Service Failure, Hard System Methodology, Soft System Methodology, Customer Satisfaction, Profitability, Sustainability, Tunisia, Older Travelers, Problem Solving, Management Strategy, Tourism Marketing, Risk Management
Frequently Asked Questions
What is the primary focus of this assignment?
The assignment focuses on analyzing the operational management of SAGA Leisure Ltd., specifically identifying potential service failures in their "Timeless Tunisia Tour" and suggesting methodological solutions.
Which key industry does the research target?
The research targets the tourism industry, specifically focusing on tour operators catering to the demographic of travelers aged fifty and over.
What is the core research goal?
The goal is to design an operational blueprint that allows a tour operator to anticipate and manage problems effectively before they impact customer satisfaction.
What scientific methods are utilized?
The paper utilizes Hard System Methodology (HSM) for direct, logical problem solving and Soft System Methodology (SSM) for addressing complex, human-activity-oriented issues.
What does the main body cover?
The main body covers a company profile, an audit of potential failure points in specific tour operations, a theoretical discussion of systems thinking, and an evaluation of balancing profit against service quality.
Which keywords define this work?
Key terms include operational management, service failures, systems methodologies, SAGA, tourism, and customer expectations.
How are "hard" and "soft" problems distinguished in the context of the Tunisia tour?
Hard problems are defined as concrete, measurable issues like traffic delays, whereas soft problems involve complex human elements such as group dynamics or cultural misunderstandings.
How does SAGA manage the conflict between innovation and sustainability?
The analysis suggests that while SAGA strives for innovation to maintain competitiveness, they face challenges in fully integrating sustainable practices without compromising profitability.
Why is the "Timeless Tunisia Tour" used as a case study?
It serves as a specific high-value product example that highlights the complexities of managing older travelers in an environment with distinct medical and cultural risks.
- Quote paper
- Thomas Punzel (Author), 2007, Designing travel and tourism operations, Munich, GRIN Verlag, https://www.grin.com/document/92458
