College aantekeningen
Operations Management Summary S1/S2
Lecture summary of the first year of the course Operations Management
[Meer zien]Voorbeeld 3 van de 20 pagina's
Voorbeeld 3 van de 20 pagina's
In winkelwagengesponsord bericht van onze partner
Gekoppeld boek
Titel boek:
Auteur(s):
- Uitgave:
- ISBN:
- Druk:
Verkoper
Volgen
Voorbeeld van de inhoud
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
Voordelen van het kopen van samenvattingen bij Stuvia op een rij:
Verzekerd van kwaliteit door reviews
Stuvia-klanten hebben meer dan 700.000 samenvattingen beoordeeld. Zo weet je zeker dat je de beste documenten koopt!
Snel en makkelijk kopen
Je betaalt supersnel en eenmalig met iDeal, creditcard of Stuvia-tegoed voor de samenvatting. Zonder lidmaatschap.
Focus op de essentie
Samenvattingen worden geschreven voor en door anderen. Daarom zijn de samenvattingen altijd betrouwbaar en actueel. Zo kom je snel tot de kern!
Veelgestelde vragen
Wat krijg ik als ik dit document koop?
Je krijgt een PDF, die direct beschikbaar is na je aankoop. Het gekochte document is altijd, overal en oneindig toegankelijk via je profiel.
Tevredenheidsgarantie: hoe werkt dat?
Onze tevredenheidsgarantie zorgt ervoor dat je altijd een studiedocument vindt dat goed bij je past. Je vult een formulier in en onze klantenservice regelt de rest.
Van wie koop ik deze samenvatting?
Stuvia is een marktplaats, je koop dit document dus niet van ons, maar van verkoper sambuas. Stuvia faciliteert de betaling aan de verkoper.
Zit ik meteen vast aan een abonnement?
Nee, je koopt alleen deze samenvatting voor €5,99. Je zit daarna nergens aan vast.
Is Stuvia te vertrouwen?
4,6 sterren op Google & Trustpilot (+1000 reviews)
Afgelopen 30 dagen zijn er 75632 samenvattingen verkocht
Opgericht in 2010, al 14 jaar dé plek om samenvattingen te kopen