Sam Tour Company - Management Issues - Case Study Example

Sam Tour Company Name Institution Name Course Name and Code Date Executive Summary Sam Tour Company targets both local and international visitors, and the type of business is a bus tour. The aim is to target a minimum of ten customers per trip while a smaller group can be targeted provided the customers are ready to pay a premium. Some of the management issues include health and safety requirements, controlling visitors, customer engagement and retention, visitor impact and conflict management and resolution. In the case of health and safety, the visitors are exposed to environment threats including chances of bites from while animals. The customer engagement and retention are aimed at ensuring the customers are satisfied, and their loyalty is secured. Conflict management and resolution are targeted towards addressing any complication, which may occur. Sam Tour company should also continue doing research and analysis to ensure the environment and culture are not eroded because of visitor impact. Table of Contents Executive Summary 2 1.0Introduction 4 2.0Brief background of Sam Tour Company 4 3.0Management Issues 5 3.1Safety and Health Management 5 3.1.1Identification of Issues 5 3.1.2Management Solutions 6 3.1.3Recommendations 6 3.2Controlling Visitors 7 3.2.1Identification of Issues 7 3.2.2Management Solutions 7 3.2.3Recommendations 8 3.3Customer Engagement and Retention 8 3.3.1Identification of Issues 8 3.3.2Management Solutions 9 3.3.3Recommendations 9 3.4Conflict Management and Resolution 10 3.4.1Identification of Issues 10 3.4.2Management Solutions 10 3.4.3Recommendations 11 3.5Visitor Impacts 11 3.5.1Identification of Issues 11 3.5.2Management Solutions 12 3.5.3Recommendations 12 4.0Conclusion 13 References 14 1.0 Introduction Tour operates have to determine the nature of the business it wants to operate, the target market, and regulatory requirements. Sam Tour Company is an example of a tour company that offers different services and products grouped into packages depending on the requirements and expectations of the customers. The paper presents a brief background of Sam Tour Company. Regarding the background, some of the information presented includes market presence, target customer, and packaging of the products and services. The second part discusses the management issues that Sam Tour Company faces. Some of the management issues discussed include safety and health management, controlling visitors, customer engagement and retention, conflict management, and resolution, and visitor impacts. While discussing these issues, the paper also addresses solutions to these problems and the best practices to integrate into the management process. 2.0 Brief background of Sam Tour Company Sam Tour Company is a bus tour operator that targets both local and international customers. The company utilizes different marketing strategies to engage the customers. Sam Tour Company liaises with the local hotels and institutions in seeking for customers and has an internal branch that targets foreign customers. Sam Tour Company develops numerous travel brochures and sells the ideas to the customers. A minimum of ten passengers is required for each trip, which allows the customers to choose their destination or preferred locations. The locations include national parks, recreational facilities, entertainment spots, sports and extreme adventures locations. The aim of Sam Tour Company is to ensure the services provided targets different customers and provides a personalized service even though the customers move in groups. The strategy is listening to the requirements of the visitors and adjusting the brochure requirements based on the needs and requirements of the customers, but a specific framework of engagement is retained. Sam Tour Company also may offer less than ten customer package, but the cost is higher. Other services the tour company offers includes airport transit/transport, general services of transport between specified locations, engagement with the customers to develop a specific program e.g. events support. 3.0 Management Issues 3.1 Safety and Health Management 3.1.1 Identification of Issues Safety and health are important in tourism and other sectors because there are numerous causes of tourist accidents and injuries. It includes the normal motorcar accidents and accidents associated with transportation. Touching or coming near wild animals or feeding the wild animals is another source of accidents (Buhalis & Law, 2008). Consumption of local food and other health complications such as infection and issues associated with bites from mosquitoes and other insects are also common. Lack of understanding the local weather and climate may cause additional safety and health concerns. These problems are associated with the change of environment, culture and societal expectations. The tour operators have to understand these numerous sources of safety and health concerns to implement appropriate mitigation strategies. 3.1.2 Management Solutions To solve the problem, it is appropriate to understand the causes of the injuries and visitor behavior. One solution is creating awareness on the side of the tourist through informing the visitors about the nature of the environment and threats to their health and safety (Donohoe & Needham, 2009). Through the process, the visitors will take extra precautions when dealing with the new environment (Blanco, Rey-Maquieira & Lozano, 2009). Engagement with other stakeholders such as the museum management and other facilities on provision of appropriate information regarding the environment and threats are also important. For instance, placing clear signs on precautions based on the situation and context is important (Buhalis & Law, 2008). For example, informing on falling stones is one of the processes to inform the visitors about threats (Cuccia & Rizzo, 2011). Moreover, providing an individual that continuously monitors the movement of the visitors and guiding the visitors will reduce chances of health and safety issues. 3.1.3 Recommendations The recommend strategy is provision of a guide and creating awareness. The guide will update the visitors on the situation and provide information on strategies to address a problem (De Groot et al. 2010). The guide will indicate the appropriate measures and steps to accomplish their different requirements while also ensuring the health and safety requirements are upheld. Creating awareness is informing visitors on threats and measures to champion personal and group safety (Donohoe & Needham, 2009). The awareness approach requires collaboration between different stakeholders, and inclusion strategy should be incorporated in managing tourist destination/locations. 3.2 Controlling Visitors 3.2.1 Identification of Issues The issues associated with managing visitors include determining the number of visitors who can utilize a given resource. For example, Sam Tour Company targets a minimum of ten people per bus tour, which is aimed at ensuring the visitors receive quality services and products (Blanco, Rey-Maquieira & Lozano, 2009). Through such a process, the visitor behavior is modified to incorporate the changing dynamics. In addition, a destination may have a large population and determining whether the visitors should visit the destination or choose an alternative destination is appropriate (Buhalis & Law, 2008). Moreover, reviewing the seasons and behavior of visitors enables determination of the destinations ad appropriateness of the destination (Li, Wu & Cai, 2008). For example, in the holidays, more people are seeking for bus tour services, and analyzing the movement of the visitors enables effective control of the visitors through allocating the resources and redefining visitor behavior. 3.2.2 Management Solutions Controlling the number of visitors in terms of resource allocation is important. It is inappropriate to receive many visitors or enters into contractors with many customers without determining whether there are enough resources (Blanco, Rey-Maquieira & Lozano, 2009). Controlling the number of visitors means the resource allocation should balance with the number of customers (Donohoe & Needham, 2009). If there is imbalance when it comes to resource allocation, modification of visitor behavior is appropriate. The visitor can be booked for another date and reasons communicated to the visitor (Foxcroft, Richardson & Wilson, 2008). It is better to communicate with the visitor and inform the visitor of the problems and complications, which may occur if rescheduling is unsuccessful. 3.2.3 Recommendations Provision of information and updating the visitors is an important strategy in controlling the visitors. The visitors’ behavior should be modified to adapt to the changing business dynamics (Blanco, Rey-Maquieira & Lozano, 2009). For example, if Sam Tour Company states that it wants a minimum of ten visitors per bus tour, the upper limit should be clarified to prevent congestion and complications. The aim is to ensure the visitors receive quality services through managing and controlling the visitors (Donohoe & Needham, 2009). It is imperative to note that more visitors creates challenges when controlling their movements and it is better to either have a small number of visitors or have many visitors with many assistants or guides (Véronneau & Roy, 2009). The aim is to satisfy the requirements of the different visitors to improve retention and loyalty. 3.3 Customer Engagement and Retention 3.3.1 Identification of Issues The business environment is very competitive and the management has to implement measures to ensure the customers are satisfied and are ready to come back (Blanco, Rey-Maquieira & Lozano, 2009). The customer engagement requires collecting information from the visitors and balancing the information will the internal resources in determining the direction of the different actions (Buhalis & Law, 2008). Customer engagement includes collecting the information, the needs of the customers, and the expectations of the customers, and measures to address any problem. Customer engagement states with the first contact with the customer and throughout the utilization of the resources until the time of departure depending on the business association. 3.3.2 Management Solutions Creation and championing of effective communication networks is important. The needs and expectations of the visitors should be understood and Sam Tour Company should present information on its respective capability. Presenting fake or manipulated information affects the reputation of the organization and it is better to present actual information (Donohoe & Needham, 2009). The complaints or suggestions from the customers should be listened, and measures incorporate in respecting the views of the customers. Customer satisfaction is based on the customer behavior and whether the expectations were fulfilled (Blanco, Rey-Maquieira & Lozano, 2009). Through effective communication, it is possible to determine the needs and ensure the actions take reflects the needs of the customers. 3.3.3 Recommendations The recommend strategy is engaging the visitors through effective communication networks. Clarification of issues and addressing misunderstandings and understanding the requirements and expectations of the customers is important (Buhalis & Law, 2008). The needs and requirements of the customers are different and it is important to engage the customers to understand their underlying expectations. The aim of customer engagement is to collect information and ensure the information is acted upon. The approach is to ensure the views and needs of the customers are understood and integrated into the operations of the establishment (Foxcroft, Richardson & Wilson, 2008). A divergent view is crucial since the needs and requirements of the customers change depending on the socioeconomic and cultural backgrounds of the visitors. 3.4 Conflict Management and Resolution 3.4.1 Identification of Issues In the engagement of people with different background, conflicts are common. The visitors come from different locations in the world and cultural dynamics can create numerous challenges. For example, the Western countries customers encourage individualisms while the Asian countries champion collectivism (Donohoe & Needham, 2009). Bringing these different people together may create complications and problems because of cultural backgrounds. In engagement, conflict may occur because of payments and problems associated with the tour (Buhalis & Law, 2008). The customer may not be satisfied or may need additional assistance or preferences, which may contribute to conflicts (Richards, 2011). Problems may occur with third parties such as accommodation providers, and the conflict management should incorporate these different situations and scenarios. 3.4.2 Management Solutions Conflict is inherent and effective conflict management and resolution measures should be in place. To avoid conflicts, cultural diversity should be incorporated in the management and provision of the services. It includes effective communication in which people are informed about the issues associated with different cultures (McCool & Moisey, 2008). In addition, perseverance and understanding are also crucial for effective conflict management and resolution (Foxcroft, Richardson & Wilson, 2008). Moreover, grouping people from the same cultural backgrounds is sometimes appropriate since the cultures rhyme and will appreciate the services because these individuals may exchange views during the tour. The aim is to remove the causes of conflict, which results in effective engagement among the different stakeholders. 3.4.3 Recommendations In solving numerous conflict problems, effective communication is integral. Cultivating a culture of effective communication in the company and with the different stakeholders is appropriate (Blanco, Rey-Maquieira & Lozano, 2009). Since different cultures are involved, the recommend approach is perseverance when employing effective communication (Buhalis & Law, 2008). In effective communication, it is crucial to understand cultural diversity and challenges associated with effective communication in a diverse environment (Foxcroft, Richardson & Wilson, 2008). The conflicting parties should be brought together to solve the problem rather than waiting until the situation worsens. Hence, effective communication should be utilized in ensuring conflict are resolved. 3.5 Visitor Impacts 3.5.1 Identification of Issues The visitor causes different types of impacts based on the environment and scenes that they visit (Zhang, Song & Huang, 2009). The component impact is environmental degradation in which the visitors drop waste materials and packages without considering the impact on the environment. The visitors may also cause cultural degradation through the foreign or regional ideologies and perspectives (Donohoe & Needham, 2009). The society and community can be affected and these can be avoided by incorporating corrective measures. Moreover, continuous review on visitor impacts should be done so that corrective measures can be integrated into the business operations. 3.5.2 Management Solutions Understanding an issue is one thing and determining the corrective mitigation strategy is another thing (Blanco, Rey-Maquieira & Lozano, 2009). Continuous review of visitor impacts should be done to analyze the visitor impact and some of the strategies is creating awareness and engaging the visitors (Buhalis & Law, 2008). It includes informing the visitors the consequences of their actions on the environment and impact on future visitors (Xiang, Woeber & Fesenmaier, 2008). The visitors understanding of sustainability requirements is crucial in ensuring threats associated with degradation are eliminated or minimized. 3.5.3 Recommendations Training and development are among the numerous strategies available to address visitor impacts. The employees at the Sam Tour Company should be informed of the threats by the visitors on the society and community (Blanco, Rey-Maquieira & Lozano, 2009). The employees should be informed of measures to implement in ensuring the visitor do not cause harm, and the visitors are informed of their requirements in protecting the environment and not participating in any acts that can degrade the community (Buhalis & Law, 2008). The degradation should be viewed from different angles ranging from the community to the visitors. 4.0 Conclusion In conclusion, the needs and requirements of different visitors are different and measures should be in place to ensure these needs are fulfilled. Sam Tour Company offers bus tours and targets different customers, both local and international. The management issues that should be addressed include visitor impact, health and safety, conflict management and resolution, customer engagement and retention, and controlling visitors. These different issues can be solved through reviewing the management issue and determining the most appropriate solution based on the situation. 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