This module explores the interrelationship between people management, operational practices and consumer behaviour within attractions and resort environments. It focuses on how staff performance, operational systems and safety management directly influence visitor experience, satisfaction and organisational success.

Students examine human resource management, operational planning, health, safety and risk management, and consumer behaviour, developing an applied understanding of how attractions and resorts are managed on a day-to-day basis. The module adopts a practice-based and operational focus, preparing students for supervisory, operational and management roles within the visitor economy.

People management and HR practices in attractions and resorts
Recruitment, induction and staff onboarding
Training, motivation and performance management
Operations management in visitor environments
Visitor flow, capacity management and queuing
Health, safety and risk management
Legal and ethical responsibilities in operations
Safety, Risk, Crisis & Resilience
Consumer behaviour in leisure and visitor contexts
Staff–visitor interaction and service encounters
Using data and insight to inform operational decisions
Professional development and management readiness

Assessment 1: People and Operations: New Starter Handbook

You will design as a group a New Starter Handbook for a visitor attraction or resort, intended to support the onboarding of frontline and operational staff. The handbook should demonstrate how people management, operational procedures and health and safety practices support high-quality visitor experiences informed by consumer behaviour.

The handbook should include:

Introduction to the attraction or resort and its service culture
Staff roles, responsibilities and expected professional behaviours
Key HR practices (induction, training, communication and wellbeing)
Operational procedures supporting visitor experience delivery
Health, safety and risk management guidance
Customer interaction standards informed by consumer behaviour
Inclusive, ethical and professional service considerations

The handbook may be presented as a professionally designed document, interactive PDF or staff-facing guide incorporating visual elements.

Embedded Formative Assessment:

Formative feedback is provided through handbook planning workshops, draft structure reviews and peer feedback on clarity, professionalism and usability.

Assessment 2: Individual Operational Challenge & Consumer Behaviour Pitch

You will deliver a professional pitch responding to a realistic operational or people-management challenge within a visitor attraction or resort (e.g. staffing issues, safety incidents, crowd management, service failure).

The pitch should:

Identify and analyse an operational or people-management challenge
Demonstrate understanding of consumer behaviour impacts

Propose realistic solutions addressing an area such as:
HR practices
Operations management
Health and safety considerations
Visitor experience improvement

Use appropriate digital and visual communication tools

Embedded Formative Assessment:
Pitch development workshops, draft slide feedback and rehearsal sessions support student preparation.

In addition to formal teaching, the module emphasises collaborative learning through group discussions and workshops.

Self-directed learning plays a crucial role in the module, with students encouraged to explore extensive online resources, digital libraries, and the module’s Blackboard system. This independent study component fosters digital literacy and research proficiency, allowing students to consolidate their learning at their own pace while preparing for assessments.

Simulation

Simulation is a core pillar of this module and is embedded through realistic, applied operational scenarios. Students engage with simulated and real-world people-management and operational challenges through the development of a New Starter Handbook, operational challenge pitches and reflective evaluation of practice. These activities mirror authentic operational and supervisory tasks within attractions and resorts, enabling students to apply theory to realistic workplace contexts.

Employability, Enterprise and Professional Practice

Employability and professional practice are central to this module. Students develop practical understanding of HR practices, operations management, health and safety, and consumer behaviour within visitor-facing environments. Professional communication, teamwork, problem-solving and reflective capability are developed through applied assessment formats that replicate onboarding, operational briefing and professional reflection used in industry settings.

Academic, Digital and Research Skills

Academic and digital skills are developed through structured research, analysis and professional presentation. Students use digital tools to design staff-facing resources, analyse operational and consumer behaviour data, and communicate insights through handbooks, pitches and posters. These skills support progression within the programme and readiness for more strategic study at Level 6.
(Accessibility, inclusivity and ethical practice are embedded within module content through service design, HR practice and consumer behaviour analysis, but are not claimed as standalone pillars.) Experience

1. Apply operational management and health and safety principles to attraction and resort contexts.

Application and Problem Solving

2. Analyse consumer behaviour and its impact on operational decision-making and service delivery, contributing collaboratively to the development of informed and effective responses.

Critical Reasoning and Collaboration

3. Use appropriate data and digital tools to communicate operational and consumer behaviour insights.

Digital Literacy
Communication

Baum, T. (2019) Human Resource Management for Tourism, Hospitality and Leisure. Cengage.

Nickson, D. (2020) Human Resource Management for the Hospitality and Tourism Industries (2nd ed.). Routledge.

Slack, N., Brandon-Jones, A. and Burgess, N. (2022) Operations Management (10th ed.). Pearson.

Solomon, M. (2020) Consumer Behaviour (13th ed.). Pearson.

Swarbrooke, J. (2018) The Development and Management of Visitor Attractions. Routledge.

In this module, you will explore how people management, operational practice and consumer behaviour shape visitor experiences in attractions and resorts. You will examine the role of human resource management, health and safety, and operational systems in delivering safe, effective and engaging visitor experiences. Through applied learning and creative assessment, including the design of a new starter handbook, professional pitching and reflective practice, you will develop practical, digital and professional skills that prepare you for supervisory and management roles within the visitor economy.