Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Roles of organisations

An organisation has many roles; many were discussed in the first part of this unit. These

include:

- Meeting key aims

- Providing accommodation, transport or selling products

- Being responsible to stakeholders

- Being environmentally responsible

- Contributing to international and UK economics

Examples of companies and their roles:

British Airways:

In 2009 they make a loss as they tried to make an aim to make a profit:

- Meet needs of passengers by providing them travel on the routes demanded and good

flight service.

- To meet needs of freight customers

- To fulfil its responsibility to its shareholders, who expect British Airways to make a

profit and provide a return on investment

- Provide sufficient remuneration and good working condition to staff, the airline employs

more than 40,000 people.

Visit Britain:

Components of Travel and Tourism belong in public ownership- that is; they are run by

the government or of the departments. Their role is not to make a profit, but provide a

service to the community or to the electorate. Visit Britain is a good example.

Market UK to the British and to the rest of the world, formed by the merger of the

British tourist Authority and English tourism Council, mission to build creating world

class destination brands and marketing campaigns. Build partnership with other

1
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

organisations which has stake in British tourism like UKinbound, British hospitality and

more.

Passenger focus:

Public body set up by the government to protect the interest of rail passengers.

Passengers complaints will be taken up by Passenger Focus. Passenger Focus doesnt have

to make a profit and it doesnt have shareholders. It does have a responsibility to

passengers to provide an appropriate service and it does have to account for its

spending to the government.

Civil Aviation Authority (CAA)

All organisations have to comply and be forced with legistation and regulations that

impact on their operations like healthy and safety at work. There also organisations who

will have the role to make sure the compliance of others in travel and tourism sector

Responsibilities of civil aviation authority Is a good example

They make sure that the UK standards are set and achieved

Set airlines, airports and air traffic

Manage UKs princeable travel protection scheme

Being responsible, make sure airports meet the needs and as equal as possible to

customers.

2
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Thomas Cook

Description

Thomas cook is a is a British travel agent it

started in 2007 and sets up holidays and

accommodations for family and individuals they

have a good review of their work and sets up

quality holidays for prices that you can afford

and low prices packed holidays. Thomas Cook also provided their own holiday packages with

Thomas Cooks own brand aeroplane and website that you can book straight off. Now I will be

talking about what this service provides on segmentation.

Thomas cook group

Have companies in all parts of the chain, airlines, hotels and tour operators. Thomas Cook UK

and Ireland is described on its website www.ThomasCook.com. Company owns around 800 travel

agencies, 45 aircrafts and workforce numbering some 19,000. UKS second largest vertically

integrated leisure business, tour operators brands club 18-30, direct holiday etc.

www.thomascookgroup.co.uk/facts

Thomas cook key roles

To make customers happy and get them on a safe holiday

To have good customer service and provide for the customer and give them what they want

Best flight and hotels that will be available for the customer

Good employee management

Best deals on holiday events/attractions that is happening on that location

Treat customer with respect and have good airline hostess

Give them transport from place to place

Have the right prices with the tour operators what will be in contact with the hotel their

staying in

3
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Meeting Key organisational aims:

Airlines aims to make a profit out of what they do as most business would do, throughout

Thomas Cook there is a range of ways they can make profit such as first class choice and even

by passengers seats as they have a high range pricing compared to other companies such as

Ryanair as they would have a low set price not to gain as much profit as Thomas Cook would, as

shown below is the much they are aiming to set next year and what the have achieved in the

previous years as shown they have made a success within achieving the aim:

http://annualreport2013.thomascookgroup.co.uk/web/

Another one is to increase market share according to this image below this is being achieved by

Thomas Cook but not a massive amount although they have definitely achieved this aim they are

able to run in the company as they are a major airline company.

http://shares.telegraph.co.uk/quote/?epic=TCG

4
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Another main organisation key for airlines is to comply with regulations and Thomas Cook as

done this as they have maintained a good reputation within their company such as complying with

the laws according to the image below it states ensuring passenger safety they are complying

with the safety act also they describe what they have on the plane ensuring all safety measures

are met with Thomas Cook.

http://www.corerfid.com/Files/Case%20Studies/106%20Thomas%20Cook%20Life%20Vest

%20Case%20Study.pdf

Providing products and services:

Thomas Cook is a travel agent so they need to provide holidays as well as other products such as

services as car hire or transport as they have to deal with the public needs and wants in order

to get people coming to them. For Thomas Cook they need to provide accommodation ranges,

different types of attractions, tour operations and ancillary service if needed. Thomas Cook

achieves this as they provide package holidays for all the family which will save them money and

services which will include in the package.

A service Thomas Cook would have is their website as they are providing service at home while

you can book your holiday or when you ring up as this is done automatically online and is serving

the community without needing to go to a travel agent such as Thomas Cook itself. The picture

below shows that they are meeting customer expectations from products and services:

5
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

http://sustainability2009.thomascookgroup.com/our-impacts/customers/meeting-customers-

expectations.aspx

Being responsible to Stakeholders:

Stakeholders are important in travel and tourism which measure from small to large all of them

have responsibilities to each stakeholder as they have interest in the business main

stakeholders are usually:

Customers: to supply products and services in a safe secure and efficient manner.

Shareholders: people who have invested in the business in the hope of a finance return.

Members: membership organisations such as national trust and English heritage which have a

duty to look after members at all times.

Local communities: organisations must reduce their impacts on their neighbours and host

communities.

Thomas Cook shareholders and their responsibilities include:

Customers- we aim to be a leader in customer delivery, building trust, encouraging loyalty and

protecting the health and safety of everyone who travels with us.

Employees- we aim to recruit and retain people who are proud to work for the company and

deliver the best possible services. We provide a safe working environment and competitive

reward packages and supportive training and development programmes.

Suppliers- we encourage our suppliers to adapt sustainable practices and support them in

implementing those.

6
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Environment- As a priority among out environmental impacts, we aim to reduce our contribution

to climate change and decrease out use of natural resources. We are improving our date

reporting systems and we comply with all applicable environment legislation.

Communities- we aim to contribute to the communities in which most of our employees live and

work, as well as supporting the destination communities where our customer holiday. In addition

to the employment out operations generate this support includes finance donations and action on

specific topics such as sexual exploitation of children.

http://www.thomascookgroup.com/wp-content/uploads/2014/04/thomascook_sr10.pdf

Being environmentally and ethically responsible:

Having a pristine natural environment is often an important part of the travel and tourism

industry for visitors. Natural places such as lakes, mountains and beaches are important to

travel and tourism as they are attracting more visitors in the UK and more. All travel and

tourism industries must play their part in protecting the environment. They must also respect

people and communities in tourist destinations which is being ethically responsible at all times.

The picture below shows how Thomas Cook is committed to the environment:

https://www.thomascook.com/pdf/environmental-policy-statement-16102012.pdf

Thomas Cook also has become the first UK airline in 2010 to achieve ISO 14001 certification

this is an evaluation of environmental management system as Thomas cook recognises the

7
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

importance of the environment such as doing fuel efficiency by using avivational fuel to reduce

CO2 emissions, eco labels when boarding the plane and onboard recycling.

http://www.thomascook.com/sustainable-tourism/looking-after-the-environment/

http://www.thomascook.com/travel-info/whilst-you-are-there/responsible-tourism

This statement shows they are being ethically responsible as they are caring about visits of all

customers within their local community and by the employment rights act they are also

complying with this and not discriminating.

Contributing to international and UK economies:

This is important to travel and tourism as the nations tourism was worth 115.4 billion to the

UK in 2009 which is equivalent to 8.9% of UK gross domestic product, the number of jobs that

tourism support its forecast to increase by 250,000 between 2010 and 2020, from 2.645 million

to 2.899 million and one in twelve jobs are supported by tourism this is a massive way they

contribute to the economy as they are getting jobs for parent to get money to their family and

being able to feed and accommodate them.

The picture below shows how Thomas Cook contributes to the UK by providing jobs therefore

less people are unemployed which has a massive effect of the living of people and their family.

The picture shows many ways they contribute to the UK economy:

http://travelandtourism-x.weebly.com/thomas-cook.html

8
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Titanic

Titanic Belfast is the world largest titanic visitor centre, which is the winner of the outstanding

contribution to tourism, which is highly commended in Best Visitors Experience and marketing

sales and excellence. This is a must see visitor in Northern Ireland which is located in the heart

of Belfast. Titanic has become the most popular tourism attraction in Northern Ireland and on

of the top attractions in Ireland which welcomed 1 million through the doors in one year. The

journey takes you through nine galleries of this state of the art visitor experience telling the

story of the titanic.

http://www.discovernorthernireland.com/Titanic-Belfast-Belfast-P27157

Titanic key roles

To provide knowledge about the Titanic and its contents

To make the community/word know about the people and how dangerous and the atmosphere the

visitors on the boat were and who has children which were scared for their life

Show how big the boat was and where it was located and made in

Show customers the circumstances and responsible methods of the titanic

Meeting key organisation aims:

Titanic has one main aim, to get people to know about the titanic and the experience of what it

was like and what happened on the day, also it aims to make profit buy selling tickets which they

have done as they have sold over 1 million tickets in one year and this will result in them getting

money back for the business they have done. The picture below shows it has met the two aims

as this many customers would make any business a millionaire company which this is bigger and

its become the most popular travel company which is also an organisational aim and getting

people to know more about the titanic.

http://www.discovernorthernireland.com/Titanic-Belfast-Belfast-P27157

9
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Providing products and Services:

The products and services they would have to offer to maintain customers is places such as a

souvenir shop and a place to eat as well as a good service which would provide them a good

company image, according to http://www.discovernorthernireland.com/Titanic-Belfast-Belfast-

P27157 there is a cafe in the Belfast titanic centre such as the image below shows prices the

price range isnt dear which is showing good service when it comes to price ranges and it also

has a souvenir shop with clothing gifts and memorable things in titanic

http://www.discovernorthernireland.com/Titanic-Belfast-Belfast-P27157

Being responsible to stakeholders:

Stakeholders are responsible for all the aspects of titanics strategic and creative PR. As the

largest man made tourist attraction in Northern Ireland it is truly global project which has

generated media from across the world although there is many stakeholders who took part in

this but it is a charity based event which means there is nobody legally responsible as it is a

public limited company own by Belfast government.

http://www.stakeholdergroup.com/what-we-do/public-relations-belfast/

The statement above shows how they became public and people started to help pay for the

costs of the titanic.

10
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Being environmentaly and ehicnally responsible:

Titanic has a ground floor level of building struck to provide clearance above flood levels, taking

into account sea level rises, site clean up and treatment.removal of contamination, and old

disused environmental risk to River Lagan and hukman health according to

http://www.rpsgroup.com/Group/News/pdf/Titanic_Belfast.pdf

11
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

City Hotel

The City Hotel welcomes all people of all ages, regions of all locations, Based in the centre of

Derry. It is a 4 star rated hotel, provides bed and breakfast and gym memberships. Provides a

bar service where there is also a restaurant where you can go for a meal and is a quality hotel

for reasonable prices for a 4 star hotel and also serves good quality customer service. This

hotel welcomes everyone into the hotel and will not rule out by regions or religions.

City Hotel- key roles

To provide people with locations to stay

Holiday makers feel welcome

Provide best service for bed and breakfast

Cheap leisure and drink

Keep it at reasonable prices

Have a clean hotel

Interrelationships

This will include relationships to a customer for repeat business include best service and serve

customers first keep them happy as they wont be able to do it alone they will need the best

money they can get in order to do that they need the best service for anyone to pay at their

business. Also they will need to have business abroad with relationships as they will need to be

provided with their products elsewhere or in another company will have to provide everything

and they couldnt do it without them.

Vertical and horizontal integration

Companies do not stack rigidly to one line of business they end up buying or merge with any

other business, striving for more commercial success and more market sales. This is known as

vertical and horizontal integration.

12
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Vertical occurs when two companies at different levels merge or are bought or backwards

integration maybe, example a tour operator buys a hotel or may by a travel agency (forwards

integration.

Tour operators have bought or created airlines, hotels or travel agencies means they own

different components in the chain and control the operation. They can aim it gives them

economies of scale and better prices to customers small operators are forced out of business.

If a tour operator buys another tour operator at the same level in the chain is horizontal

integration.

Most major tour operators in the UK are both vertically and horizontally integrated, owning

their own travel agencies. Their operators are not limited to the UK (global operators)

Term interdependencies

The term means that one country depends on another country for something which that country

may depend on another country which will all come and create global independence. Important of

goods and services highly give to global independence. Oil has created a global independence

between countries that produce the precious commodity and those that covet it. Also the

dynamic relationships among all living things and the systems in which those things exist, these

relationships are of mutual dependence for the survival or success of each individual constituent

and of the whole unit.

Interrelationships

Thomas Cook will have to have a relationship with other companies as it lies with other countries

and customers who will want a holiday abroad and need to fly with an aeroplane and hotel which

Thomas Cook will need relationships with companys overbroad as they cant do it their selves

while processing holidays and cannot work alone. They need the customers money to be up and

running and also to provide them with deals with their services to keep the company in profit or

even break even as it is the most expensive travel agent.

Independencies

In the Titanic they cannot work alone as it happened in the Atlantic Ocean which will be located

to many countries and more will need to be known of the titanic than the knowledge that the

13
Kirstie McAdams Unit 1 Task 2 Mrs Doherty

Belfast location building will have and will have to look overseas to find the right information,

also when they went under water they would have found out more and will have to see about this

and more stuff will be brought in and also more information will be found in how they lived and

their property they would have had for the long journey.

Interrelationships

The Titanic information centre will need to be informed about more updated knowledge about

the titanic than already is known and to do this it will need to be done overbroad which the

companies will need to have a relationship with the company in order for them to provide

information to them when they found out something more might have happened and more people

who may have died, also who was lost at sea. Also relationships with customers who will want to

know about it they will need to have good information as they might want to experience in

deeper ways and for the customer to provide them with their money as it wouldnt be up and

running without them.

14