MSc in International Tourism Management
Human Resource Management
Coursework Assignment – 2
Ventura Holidays PLC
Ventura Holidays PLC is a large package holiday operator based in Halifax. Most of its holidays are sold through retail travel agents throughout the country although a minority is sold direct to the public by post or telephone. It sells holidays to the main European tourist destinations such as Spain, Portugal, The Canaries, Turkey, Greece and Cyprus. At their call centre in Halifax, which deals with calls from the public and travel agents to enquire about holiday availability and to make bookings, there is relatively high turnover of staff in some sections. The call centre is busiest in winter and spring when most enquiries and bookings are made. The call centre operates seven days per week from 08.45 until 19.00 with hours restricted on Sundays to 10.00 until 17.00. The busiest days are Thursday evening, Saturdays and Sundays. Most calls come from travel agents.
Staff activities at the call centre are closely monitored by an automated call distribution system and in the past year a number of staff have been issued with warnings about their work performance. The company has decided to review its reward policy to introduce for the first time a performance-related incentive scheme.
The company has recently been approached by the union UNITE The Union (AMICUS Section) seeking a recognition agreement in respect of call centre workers.
The company has been aware of complaints from its Scottish customers about the high cost of flight supplements on holidays from Scottish airports. It realizes that similar levels of supplement are charged on Scottish flights by its competitors. It has decided to launch a subsidiary to market holidays in Scotland with low flight supplements.
It has decided that this subsidiary, Scot Sun Direct, will not sell holidays through travel agencies but instead will sell all holidays direct to the public from a call centre to be established in Dumfries. The savings in commissions that would have to be paid to travel agents will offset the loss of income from the lower flight supplements being charged.
Because the call centre will be dealing with the public direct, the pattern of calls is anticipated to be different to that experienced at the existing call centre at Halifax. The Dumfries centre will operate seven days per week between 10.00 and 21.00. The busiest times are expected to be weekday evenings and weekends. The opening hours will be reviewed in the light of experience at the end of the first season.
A new Managing Director takes up post at the beginning of next month. You are the company€™s Human Resources Manager.
Prepare a report for the new MD explaining the main HR issues which the company is currently facing setting out options for tackling them and making justified recommendations for action. Your report should cover the key HR areas of people resorting, training and development, employee relations and employee reward.
It is intended that the report should be a concise, practical report, 2,500 words in length. It is not necessary for the report to contain extensive academic references. However a bibliography should to be provided to indicate material you have consulted to enable you to prepare the report.
Credit:ivythesis.typepad.com
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