This module provides for a synthesis of the student’s previous work in the area of operations management through the introduction of key concepts and frameworks drawn from the operations management and hospitality operations literature. It explores the key concerns of managers who have a senior operations management responsibility within international hospitality concerns and draws on examples and illustrations from all sectors of the industry.

The aim of the course is to equip the students with the approaches, tools and techniques they will require in the management of international hospitality operations and to teach them awareness of the importance of the manager's role in the success of a hospitality business, from an operations, multi-unit and strategic perspective. In addition students should develop an awareness and understanding of current developments in international hospitality operations.

On successful completion of this module the students will be able to:

understand the interactions between the various aspects of operations and other management disciplines in hospitality operations (K) evaluate how operations management affects the performance of a hospitality operation and propose solutions for operational problems (C)justify the application of a particular operations strategy to a specific business situation  (C) 
evaluate the problems and benefits arising from the management of multi-unit operations (K) identify and evaluate industry trends and their likely implications for different sectors of the hospitality industry (K)

Understanding the service operations framework - systems perspectives

The strategic service vision and the service concept

Examining key result areas of unit operations:

·    managing assets,

·    managing customer demand/ capacity,

·    managing employee performance,

·    managing profitability,

·    managing productivity  

·    managing service,  

·    managing quality

The service firm life cycle and appropriate strategic approaches

The teaching and learning strategy is designed to provide a range of teaching and learning situations from which the student can draw. This includes the need to develop skills in the areas of group working but also allows for individual development of understanding.   

The teaching and learning methods include a lecture series supported by an online seminar / workshop where a variety of exercises and case studies will be employed as well as discussion and reviews of important articles supporting the lecture material.

Core Text 

           Jones P., Lockwood A. and Mogendorff D, 2006, The Management of Hospitality Operations, Thomson Learning: London

 Supporting Readings 

            Dube, L., Cathy A. Enz, Leo M. Renaghan, and Judy A. Siguaw 1999, American Lodging Excellence: The Key to Best Practices in the Lodging Industry, Educational Institute: Lancing, MI 
Ellis, R. C. and Stipanuk., 1999, Security and Loss Prevention Management, Educational Institute: Lancing, MI  
Feinstein, A.H., John M. Stefanelli, 2002, Purchasing: Selection and Procurement for the Hospitality Industry, 5th Edition, Wiley: New York  
Gee, C. 1994, International Hotels: Development and Management, Educational Institute: Lancing, MI Lashley, C. 2000, Hospitality Retail Management, Butterworth Heinemann: Oxford  
Olsen, M.D., Eliza Ching-Yick Tse, Joseph J. West, 1998, Strategic Management in the Hospitality Industry, 2nd Edition, Wiley, New York  
Ransley, J. and Ingram, H. 2003, Developing Hospitality Properties and Facilities (2nd Edition), Butterworth Heinemann: Oxford 
 

Other Indicative Reading

Each week a detailed bibliography will be provided identifying the key books and journal articles that relate to the lecture topic under consideration, allowing for current research to be incorporated.

4th November 2008