Explain the development of operations and the ways in which effective operations management can benefit tourism and hospitality businesses.

Managing Operations in Tourism and Hospitality

Unit Purpose and Aim

Knowledge and understanding of operations management; specifically the systems, processes, project and quality management skills associated with this function

An ability to apply operations management knowledge and to the Tourism and Hospitality industries

An appreciation of the value of operations to the Tourism and Hospitality industries

Learning Outcomes

1. Explain the development of operations and the ways in which effective operations management can benefit tourism and hospitality businesses.

1.1 Outline the origins of operations management from manufacturing to the service sector.

1.2 Describe how manufacturing operations management differs from that in a services environment.

1.3 Explain how operations has become a managerial function in the tourism and hospitality industry.

1.4 Analyse the ways in which operations management can be used to create customer value and competitive advantage.

2. Be able to explain the processes, systems and planning methods used in operations management, giving consideration to the influences of the external operating environment.

2.1 Explain systems design and process design and relate this to tourism and hospitality.

2.2 Evaluate the importance of process and product innovation as it applies to tourism and hospitality organisations.

2.3 Differentiate the role and processes of logistics and the supply chain in the context of tourism and hospitality

3. Be able to apply the concept of systems management to the monitoring and evaluation of operations management in the context of tourism and hospitality.

3.1 Explain the importance of setting standards of operational performance in the tourism and hospitality business environment.

3.2 Compare and contrast methods for gaining feedback, making comparisons
and taking corrective activity in an operational context.

3.3 Explain the roles and responsibilities of employees in monitoring and controlling operational systems in tourism and hospitality setting.

3.4 Analyse how effective systems of management and control can lead to competitive advantage in the tourism and hospitality industry.

4. Be able to demonstrate knowledge of the concepts of quality, quality improvement and quality systems, and to apply these to industry examples.

4.1 Define quality and explain its importance to the tourism and hospitality industries.
1.3 Analyse the implication of poor service delivery on stakeholders

2. Understand the principles of service delivery in health and social care.

2.1 Evaluate models and theories of quality management in service delivery

2.2 Analyse ways in which standards of service delivery are monitored

3. Understand the principles of continual improvement process for service delivery in health and social care

3.1. Discuss the elements and application of continuous improvement process

3.2. Justify the need for continuous improvement in service delivery

3.3. Examine the measurement of continuous improvement .