Class notes
Lectures Operations Management (BUAS) > Hospitality Experience
- Course
- Institution
- Book
Comprehensive summary of all lessons of Operations Management: Hospitality, OB, Marketing, Accountancy. (Buas)
[Show more]
Connected book
Book Title:
Author(s):
- Edition:
- ISBN:
- Edition:
More summaries for
-
Operations Management summeary year 1 ( book: Hospitality Experience )
-
Operations Management Summary S1/S2
-
OM samenvatting gehele boek; hospitality experience, leerjaar 1, Buas, Hotel & Facility management - OM summary entire book; hospitality experience, grade 1, Buas, Hotel & Facility management
2 reviews
By: matsheeren2004 • 1 year ago
By: snoepanne • 3 year ago
The summary is super clear
Seller
Follow
FloorSteenberg
Reviews received
Content preview
Lectures• People (Hospitality focus, Marketing, Organizational Behavior)
• Process (Service focus, quality focus, accounting, Organizational Behavior)
• Place (Workplace Management & Design, Building functions & Identity, Building
management & analysis, Healthy workplace & Change Management)
• Performance Management (combining people, process & place + recap)
Introduction to Operations Management
What is Operations Management? (People & Process)
Inputs: Outputs:
• Materials • Products
• Equipment • Services
• Customers • Benefits
• Staff • Emotions
• Technology • Judgments (perceived value)
• Facilities
Process perspective vs Customer perspective
• Who is your guest what does the guest
want?
• What services where offered?
• What processes needed to be in place for
those services?
(Place)
• What kind of places do you need in order to
make products or deliver services?
• What is the effect on the people that use the
place?
Introduction to Facility & Operations Management
Facility Management = Organisational function which integrates people, place and process
within the built environment to improve the quality of life of people and productivity of the
core business. (Organising, managing and optimising)
FM is constantly changing:
The persons, the workplaces, the education
,Facility Management manages the NON-CORE processes on different levels:
Strategic FM:
• Defining the FM strategy in compliance with core business
• Initiating service level agreements (SLA)
• External environment (developments)
• Relations with authorities, tenants, partners etc.
Tactical FM:
• Implementing and monitoring the FM strategy
• Managing processes, projects and agreements
• Communicating with external service providers
• Reporting to the strategic level
Operational FM:
• Delivering services
• Receiving requests from internal clients
• Collecting data for performance evaluation
• Reporting to the tactical level
Operations Management is about people (guests, customers, clients, employees),
processes and services (keep things going, keep people happy) and place (buildings that
fit the purpose of the organization and the needs of the users)
Who is the client? How does the Facility Manager communicate?
Board of directors
Managers Management Contract
Service Level Agreement
Users Product Service Catalogue
Core businesses in OM:
• Order fulfilment process
• Customer relationship process
• Supplier relation process
• Product & service development process
, Hospitality Defined, Origin of Hospitality
Hospitality = The art of offering sincere attention, safety and comfort to the customer,
resulting in a customer’s experience of hospitality. (It is not just a word, it’s something
intangible)
• Various emotions (what a guest feels)
• Various contexts (is hospitality in every place the same?)
• Various experiences (how guests observe)
• The industry (isn’t it just about earning money?)
Main perspectives of Hospitality:
1 Hospitality as behavior: relationships, honor and norms & values
2 Hospitality as an industry: offering food & accommodations, offering services
Mostly defined as voluntary interaction between guest and host.
Hospitality Relationships (between host and guest)
Behavior (from host and guest)
Interaction
Offering a product or service (with or without paying)
Three domains of Hospitality:
Religious norms, the Social and Domestic or ‘Do you want to have
rules of the society cultural domain private domain dinner with us?’
Commercial
domain
Offering and managing services
Managing Hospitality Experiences (adding value):
• Expectations vs Experience
• Who are my guests and what do they expect?
• Guest satisfaction (experience of the guest meet/surpass the experiences)
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 FloorSteenberg. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $10.59. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
48298 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 15 years now