BOPMAN Chapter 1 - Operations Management PDF

DON HONORIO VENTURA STATE UNIVERSITY COLLEGE OF HOSPITALITY AND Cabambangan, Villa de Bacolor 2001, Pampanga, Philippines TOURISM MANAGEMENT Te...

DON HONORIO VENTURA STATE UNIVERSITY COLLEGE OF HOSPITALITY AND Cabambangan, Villa de Bacolor 2001, Pampanga, Philippines TOURISM MANAGEMENT Tel. No. (6345) 458 0021; Fax (6345) 458 0021 Local 211 DHVSU Main Campus, Villa de Bacolor, Pampanga URL: http://dhvsu.edu.ph E-Mail Address: [email protected] ISO 9001: 2015 QMS-Certified BOPMAN OPERATIONS MANAGEMENT CHAPTER 1: INTRODUCTION TO OPERATIONS MANAGEMENT Learning Objectives:  Understand the role of operations management in the hospitality sector.  Identify key features of operations management. LESSON 1: DEFINITION OF OPERATIONS MANAGEMENT Operations management can be defined as an administrative business practice that aim to create the highest level of efficiency possible within an organization. This involves overseeing the processes that transform inputs (such as labor, materials, and technology) into outputs (guest services and experiences). It is composed of planning, organizing, and supervising all aspects of service delivery, ensuring that operations run smoothly and meet customer expectations. Functions of Operations Management 1. Service Design and Delivery: - Operations management is responsible for designing service processes that enhance guest experiences. This includes everything from the layout of hotel facilities to the flow of service in restaurants. 2. Quality Management: - Ensuring high service quality is paramount in hospitality. Operations managers implement quality control measures, monitor service delivery, and address customer feedback to maintain standards. 3. Resource Management: - Efficiently managing resources, including staff, inventory, and equipment, is essential. Operations managers must ensure that resources are allocated effectively to meet demand without incurring unnecessary costs. 4. Supply Chain Management: - Operations management involves coordinating with suppliers to ensure that the necessary materials and services are available when needed. This includes managing relationships with suppliers, controlling inventory levels, and ensuring timely delivery of goods and services. Effective supply chain management is essential for maintaining operational efficiency and meeting customer demands. 5. Capacity Planning: - Given the unpredictable nature of customer demand, operations managers must forecast needs and plan capacity accordingly. This includes staffing levels, room availability, dining reservations and ensuring that resources are available when required. 6. Technology Integration: - The adoption of technology, such as property management systems (PMS) and mobile check-in applications, enhances operational efficiency. Operations managers must evaluate and implement technological solutions that streamline processes and improve guest experiences.  Property Management System - is a centralized online system that manages day-to-day operations such as organizing, scheduling, account management, occupancy management, and much more. They are the ultimate organizers for businesses that are looking to automate their workforce and maximize efficiency. 7. Employee Management: DHVSU Vision Mission Vision – DHVSU envisions of becoming one of the lead universities in the ASEAN Region Mission – DHVSU commits itself to provide a conducive environment for the holistic in producing globally competitive professionals who are capable of creating, applying, development of students to become globally competitive professionals through and transferring knowledge and technology for the sustainable development of the quality instruction and services; innovation and research towards the sustainable humanity and society. development of society.  DON HONORIO VENTURA STATE UNIVERSITY COLLEGE OF HOSPITALITY AND Cabambangan, Villa de Bacolor 2001, Pampanga, Philippines TOURISM MANAGEMENT Tel. No. (6345) 458 0021; Fax (6345) 458 0021 Local 211 DHVSU Main Campus, Villa de Bacolor, Pampanga URL: http://dhvsu.edu.ph E-Mail Address: [email protected] ISO 9001: 2015 QMS-Certified - Operations management also involves managing human resources, including training, performance evaluation, and employee engagement, to ensure a productive workforce. LESSON 2: IMPORTANCE OF OPERATIONS MANAGEMENT IN HOSPITALITY AND TOURISM 1. Enhancing Guest Satisfaction: - Effective operations management ensures that guests receive high-quality services consistently. By optimizing service delivery processes, hotels and restaurants can enhance customer satisfaction, leading to repeat business and positive word-of-mouth. 2. Improving Efficiency: - Streamlined operations reduce waste and improve resource utilization. Streamlining is the process used to simplify or eliminate unnecessary work-related tasks to improve the efficiency of processes in businesses or organizations. Streamlining processes requires the usage of modernizing techniques, technology, and other possible approaches to complete. This not only enhances profitability but also allows staff to focus on providing exceptional service rather than being bogged down by inefficiencies. 3. Adapting to Market Changes: - The hospitality industry is dynamic, with changing consumer preferences and market conditions. Operations management enables businesses to adapt quickly, whether by adjusting service offerings or implementing new technologies. 4. Cost Control: - A primary focus of operations management is to minimize costs while maximizing efficiency. This includes managing production costs, labor expenses, and operational overheads to ensure profitability without compromising service quality. 5. Cultural Sensitivity: - As hospitality businesses often operate in diverse cultural settings, operations management must consider cultural differences in service delivery. Understanding and adapting to these differences can enhance guest experiences and satisfaction. LESSON 3: OVERVIEW OF GOODS AND SERVICES IN HOSPITALITY AND TOURISM Definition of Goods and Service in Hospitality and Tourism 1. Goods - Goods primarily refer to physical products such as food and beverages, room amenities, toiletries, and other consumables provided to guests. 2. Services - Accommodation Services: This includes room bookings, check-in/check-out processes, housekeeping, and maintenance services. Operations management ensures that these services are delivered efficiently and meet quality standards. - Food and Beverage Services: Restaurants, bars, and catering services are integral to hospitality operations. Effective management of these services involves menu planning, food preparation, service delivery, and customer engagement to enhance the dining experience. - Guest Services: This encompasses concierge services, event planning, and recreational activities. Operations management focuses on providing personalized and responsive services that cater to guests' needs and preferences. DHVSU Vision Mission Vision – DHVSU envisions of becoming one of the lead universities in the ASEAN Region Mission – DHVSU commits itself to provide a conducive environment for the holistic in producing globally competitive professionals who are capable of creating, applying, development of students to become globally competitive professionals through and transferring knowledge and technology for the sustainable development of the quality instruction and services; innovation and research towards the sustainable humanity and society. development of society.  DON HONORIO VENTURA STATE UNIVERSITY COLLEGE OF HOSPITALITY AND Cabambangan, Villa de Bacolor 2001, Pampanga, Philippines TOURISM MANAGEMENT Tel. No. (6345) 458 0021; Fax (6345) 458 0021 Local 211 DHVSU Main Campus, Villa de Bacolor, Pampanga URL: http://dhvsu.edu.ph E-Mail Address: [email protected] ISO 9001: 2015 QMS-Certified - Event Management: For hotels and resorts, managing conferences, weddings, and other events requires careful coordination of resources, staff, and logistics to ensure successful execution. Activities:  Group discussion on a recent situation about an operation concerning in hospitality and tourism business. (10 points) Assessment:  Quiz 1: To test theoretical knowledge about the lesson. Multiple Choice (35points) -END- DHVSU Vision Mission Vision – DHVSU envisions of becoming one of the lead universities in the ASEAN Region Mission – DHVSU commits itself to provide a conducive environment for the holistic in producing globally competitive professionals who are capable of creating, applying, development of students to become globally competitive professionals through and transferring knowledge and technology for the sustainable development of the quality instruction and services; innovation and research towards the sustainable humanity and society. development of society.