Class notes
Operations Management Summary S1/S2
- Course
- Institution
- Book
Lecture summary of the first year of the course Operations Management
[Show more]
Connected book
Book Title:
Author(s):
- Edition:
- ISBN:
- Edition:
More summaries for
-
Operations Management summeary year 1 ( book: Hospitality Experience )
-
OM samenvatting gehele boek; hospitality experience, leerjaar 1, Buas, Hotel & Facility management - OM summary entire book; hospitality experience, grade 1, Buas, Hotel & Facility management
-
Trial exam Operations Management (BUAS) year 1
Seller
Follow
sambuas
Content preview
1. Introduction to Hospitality Management10 Managerial skills
1. Communicating
2. Decision making
3. Motivating
4. Eye for Detail
5. Follow-through
6. Delegating - send or authorize (someone) to do something as a representative.
7. Leading & Directing
8. Planning & Organizing
9. Staffing & Controlling
10. People Skills & Patience
Duties of a General Manager
– Orchestrates all =plan/coordinate the elements of a situation to produce a desired effect.
– Orchestrates the department managers to meet financial goals of the organisation
through its employees.
– Relates to staff, guests and owners
Duties of Operations Manager
– Reports to the General Manager
– Makes sure people, products and processes are in place
– Makes sure everything is well done
Front Office departments:
-Front office: Reception/Cashiering
Doorman/Porter
Switchboard (=answers phone calls) / Operator (=manages the business)
Concierge
Security
-Housekeeping: Bedrooms
Conference rooms
Public areas cleaning
Linen room
Laundry & Dry cleaning
Lost & Found
-Extra departments: Pool, Sauna, Massage, Golf course
F&B departments:
-F&B: Restaurants/Bars/Lounge
Kitchen
Rooms Service
Banqueting (=meeting rooms)
Conference and Events
Stewarding (=dishwasher)
Purchasing (=storekeeper)
Catering
,Business Development
-Sales
-Marketing
-Public Relations
-Reservations
-Revenue Management
Human Resources (HR)
-Training
-Recruitment
-Team development
Maintenance & Engineering
-Electrician
-Carpenter (=woodworker)
-Gardener
Accounting and Finance
-Accounts payable
-Accounts receivable
-Payroll
-Budgeting and Forecasting
Front of the House Back of the house
Guest contact Little/no guest contact
Housekeeping department Supporting departments
Restaurant Operational department
Front-Office department Accounting
Guest Cycle
Pre-Arrival - Reservations, Sales, Marketing
Arrival - Doorman, Porter, Front Desk, Concierge
Stay - Operator, Restaurant, Bar, Spa, Outdoor activities
Departure - Cashier, Sales, Marketing
(Im)material value
Behaviour - Service
Tangible - Intangible
Environment - Location
Time - Occasion
Quality Management
Focusses on error detection and improvement + Generally, product orientated
Total Quality Management
Prevent/solve guests’ problems to improve service to increase guest/employee satisfaction
Involving the entire organisation
Consistency is key of importance
, 2. Future
Why focus on the future?
– Big companies were replaced by modern solutions (TomTom, Nokia)
– The world is changing, companies need to keep up and develop
– Managers need to envision the future
– Look first from the outside and then inside the company
– Environmental scan
– Identify key drivers of change
– Develop future vision/strategies
– Contextual and transactional environments
– Scenario thinking: - Scenarios are detailed and plausible views of how the
environment of an organisation might develop in the future
- Stepwise method to develop more than one plausible future
world for a hospitality company.
- Build on PESTLE analysis
- Scenario development is an ‘outside-in approach’.
Make your hotel future proof
– Investigate and keeping up with trends
– Stay flexible
– Stay open-minded
– Note environmental changes
– Ask young people or young generations
– Compare hotels to others/competitors
– Dare to change
– Focus on guest expectations
PESTLE environment
‘Environment’ = global/industry/competitors
Macro Environment = PESTLE Environment
Political -Regulations -Infrastructure -Tax Policy -Services
Economic -Growth rate -Labour costs -Inflation -Business Cycle
Social/Cultural-Education -Cultural Norms -Income distribution -Demography
Technological -R&D efforts -Emerging tech -Communication -Tech Transfer
Legal -Court system -Low enforcement -Regional laws
Ecological/ -Climate change-Resource management -Energy availability-Workforce health
Environmental
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller sambuas. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $6.36. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
59063 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 15 years now