BME 1 Midterm Reviewer PDF

BME 1 MIDTERM REVIEWER 3HMG TOPIC 1: Introduction to Operations  The management of activities Management & Overview of Tourism and involved in delivering tourism Hospitality Industry Operations....

BME 1 MIDTERM REVIEWER 3HMG TOPIC 1: Introduction to Operations  The management of activities Management & Overview of Tourism and involved in delivering tourism Hospitality Industry Operations. services and hospitality to customers. What is Operations Management? Key Sectors:  The administration of business practices to create the highest level of efficiency  Accommodations (hotels, resorts) possible within an organization.  Food and Beverage  Travel and Tourism Key Functions:  Recreation and entertainment  Planning – What needs to be done  Events and Conferences  Organizing – Who’s going to do it? Characteristics of the Tourism and  Directing – How will we get it done? Hospitality Industry  Controlling – Did it meet our goals?  Service Based: Primary Focus on guest Goal: Maximize resource use, minimize costs, satisfaction. and ensure customer satisfaction.  Labor-Intensive: Relies heavily on The Role of Operations Management human resources.  Perishability of Services: Services  Ensuring Efficiency: Streamlining cannot be stored; they’re consumed as processes to reduce costs. delivered.  Maintaining Quality: Delivering services  Inseparability: Services are produced that meet or exceed customer expectations. and consumed simultaneously.  Supply Chain Management: Managing  Seasonality: Demand varies based on supplier relationships and inventory. seasons, holiday, and trends.  Risk Management: Minimizing risks related to service delivery. IMPORTANCE OF OPERATIONS CHALLENGES IN MANAGING MANAGEMENT IN TOURISM AND OPERATIONS IN TOURISM AND HOSPITALITY HOSPITALITY  Customer-Centric: Directly impacts guests  Demand Forecasting: anticipating experience. guests needs and fluctuations in  Service Quality: Maintaining high standards demand. in service delivery.  Maintaining Service Quality: Ensuring  Operational Efficiency: Essential in cost consistency despite high staff turnover. control and maximizing profitability.  Capacity planning: Managing the flow  Sustainability: Reducing waste and of guests, especially during peak times. promoting eco-friendly practices.  Sustainability: Implementing eco- friendly practices and managing resources responsibly.  Technology integration: Utilizing technology for booking, guest KEY CONCEPTS IN OPERATIONS management, and feedback. MANAGEMENT TRENDS SHAPING TOURISM AND  Capacity Management: Balancing HOSPITALITY OPERATIONS demand and resources.  Forecasting: Predicting future customer  Technology and AI Integration: demand. Automation of services, AL Chatbots,  Quality Control: Ensuring consistency and data driven personalization. in service and product offerings.  Sustainability Efforts: Eco-friendly  Process Design: structuring workflows initiatives such as reducing energy usage for maximum efficiency. and waste.  Inventory Management: Ensuring  Health and Safety Standards: availability of resources without Enhanced hygiene protocols post- overstocking. pandemic.  Personalized Guest Experiences: Using INTRODUCTION TO TOURISM AND data to tailor services to individual guest HOSPITALITY INDUSTRY preferences. OPERATIONS.  BME 1 MIDTERM REVIEWER 3HMG OPERATIONS MANAGEMENT PROCESS o ANALYZE: discover the root IN HOSPITALITY cause of the inconsistency is a lack of standardized cleaning Step 1: Planning (staffing, supply chain, and procedures. scheduling.) o IMPROVE: introduces a Step 2: Organizing (assigning tasks, and standardized checklist for responsibilities) housekeeping staff to follow. Step 3: Leading (managing and motivating staff) o CONTROL: maintain high Step 4: Controlling (monitoring guest standard of cleanliness. satisfaction, service quality.) Performs regular quality checks and provides feedback to staff. CONCLUSION:  Operations management is crucial for ensuring efficiency and quality.  In the Tourism and hospitality industry, managing operations effectively leads to enhanced customer satisfaction and business success.  Current Trends and challenges call for innovative approaches in operations 4. Supply Chain Optimization – Making management. sure supplies, like food, arrive on time. INTRODUCTION TO STRATEGIC o Well managed supply chain OPERATIONS IN HOSPITALITY ensures hotels never run out of essential supplies, from food to What is Operations Management? guest amenities, while avoiding overstocking and wastage.  Is about making sure everything in a STRATEGIES: business runs smoothly. o Just-In-Time (JIT) – hotel STRATEGIC APPROACHES IN order supplies based on HOSPITALITY immediate demand. This method minimizes waste and 1. Lean Operations – Reducing waste storage costs. (saving energy in hotels by turning off o Vendor Relationships – build lights.) strong relationships with local o Removing inefficiencies, hotels farmers and supplier. Ensuring can deliver faster service and reliable deliveries. reduce operational costs. o Efficient Logistics – ensures 2. Total Quality Management (TQM) – that deliveries are well- Always aiming for better service coordinated and arrive on time. (improving guest feedback) Using technology to track o Ensuring superior guest shipments and monitor experience inventory levels in real-time. o Customer focus: understanding what guests value most. Quick Service, Cleanliness, and TOPIC 2: OPERATIONAL PLANNING personalized experiences. TECHNIQUES o Employee Involvement: Empowering staff to take CAPACITY PLANNING – making sure initiative and make decisions enough staff, rooms, or resources to meet guests that enhance service quality. needs. o Process Improvement: Continuously refining hotel FORECASTING TECHNIQUES – predicting processes. how many guests will come or how much food 3. Six Sigma – Reducing mistakes will be needed. (preventing errors in bookings). Types: o STEPS: DMAIC o DEFINE: identify what guests  Qualitative – guessing based on frequently complain about experience. o MEASURE: collect data on  Quantitative – looking at past data room cleanliness by inspecting random selection of rooms. SCHEDULING – scheduling in a hotel involves organizing shifts and tasks to ensure  BME 1 MIDTERM REVIEWER 3HMG that staff are available to meet guest needs at peak times without overstaffing during quitter periods. To meet the demand, the manager schedules:  2 additional servers during peak breakfast hours.  1 extra kitchen staff member to help with cooking.  A busboy for quick turnover of tables. INVENTORY MANAGEMENT – In hotels ensures that essential items like food, towels, or cleaning materials are always available, but without overstocking, which could lead to waste or storage issues. APPROACHES:  FIFO (First-in, First-out) – older ingredients are used first to ensure that food stays fresh and nothing expires.  Just-in-time (JIT) – Hotels order supplies only when they are needed.