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MANAGING OPERATIONS IN TOURISM AND HOSPITALITY

MANAGING OPERATIONS IN TOURISM AND HOSPITALITY
Unit Title    Managing Operations in Tourism and Hospitality
Unit Code    H/503/4922
Level    5
Credits    9
Pre-Requisites    –
Main aim(s) of the unit
To provide learners with:
Knowledge and understanding of operations management; specifically the systems, processes, project and quality management skills associated with this function and  an ability to apply operations management knowledge and to the Tourism and Hospitality industries with an appreciation of the value of operations to the Tourism and Hospitality industries
Main topics of study
Operation management in tourism and hospitality, systems, process and product design, operations management in the macro- environment, supply chain management, capacity management, Queuing theory, revenue and yield management, the principles of customer service, managing service quality, managing the human resources, risk management, project management, managing performance and productivity, forecasting and planning.
Learning outcomes for the unit
At the end of this unit students will be able to:
1.    Explain the development of operations and the ways in which effective operations management can benefit tourism and hospitality businesses.
2.    Be able to explain the processes, systems and planning methods used in operations management, giving consideration to the influences of the external operating environment.
3.    Be able to apply the concept of systems management to the monitoring and evaluation of operations management in the context of tourism and hospitality.
4.    Be able to demonstrate knowledge of the concepts of quality, quality improvement and quality systems, and to apply these to industry examples.
5.    Be able to apply operations management methods to a range of organisations working within the tourism and hospitality industry.
The numbers in the boxes below show which of the above unit learning outcomes are related to particular cognitive and key skills:
Knowledge & Understanding    Analysis    Synthesis/Creativity    Evaluation    Interactive & Group Skills
1, 2, 4    –    5    3    –
Self-Appraisal/Reflection on Practice    Planning and Management of Learning    Problem Solving    Communication & Presentation    Other Skills (please Specify)

–    –    1, 2, 3, 4, 5    –
Learning and teaching methods / strategies used to enable the achievement of learning outcomes:
?    Provide all learners with high quality Learning and Teaching that enables achievement of all learning outcomes.
?    Develop transferable skills in all learners to enhance effective employability opportunities and/or further education.
?    Provide and develop skills with learners that help them realise and take ownership of personalised learning and support, to realise their potential.
Assessment Methods which enable the student to demonstrate the learning outcomes for the unit:    Weighting:
Written Assignment: Minimum 3,000 words    100%
Indicative reading for this unit
Main text
Ball P, Jones S., Kirk. D. and Lockwood, A. (2003) Hospitality Operations: A Systems Approach, London: Continuum
Johnston, R. and Clark, G. (2008) Service Operations Management, (3rd ed.), Harlow: FT/Prentice Hall.
Robinson, P (ed.) (2010) Operations Management in the Travel Industry. Oxford: CABI
Slack N, Chambers R and Johnston N (2008) Operation Management (5th Ed.) Harlow: Financial Times/ Prentice Hall.
Journals
For all Reading Lists the following journals should be considered:
?    Annals of Tourism Research
?    Current Issues in Tourism
?    Event Management
?    Festival Management and Event Tourism
?    International Journal of Hospitality Management
?    International Journal of Tourism Research
?    Journal of Hospitality and Leisure Marketing
?    Journal of Hospitality and Tourism
?    Journal of Human Resources in Hospitality & Tourism
?    Tourism, Culture and Communication
?    Tourism and Hospitality Management
?    Tourism & Hospitality Research – The Surrey Quarterly Review
?    Tourism Management
?    Tourism Economics
?    Tourist Studies
Guideline for Teaching and Learning Time  (Class contact time) (10 Hrs Per Credit)
45  Hours    Lectures/ Seminars /Tutorials / Workshops
Tutorial Support includes feedback on assignments and may vary by delivery centre according to local needs and wishes.
45  Hours    Directed Learning
Advance reading and preparation/ Class Preparation / Background reading/ Group Study/ Portfolio / Diary etc.
Self managed learning
100 Hours    Working through the course text and completing assignments as required will take up the bulk of the learning time.  In addition students are expected to engage with the tutor and other students and to undertake further reading using the web and /or libraries.
Assessment guidelines
When briefing the assignment, Lecturers should list out (using bullet  points) suggested points to include in it. The learner will make these relevant to their selected organisation and the locality under discussion.
Lecturers should carry out a formative review of the completed assignment prior to the learner submitting their work to OTHM, to ensure that the assignment details below have been met. A copy of this review should be kept by the Centre as it may be required should an appeal of the result be made.
Assignment details
Choosing a Topic / Organisation
The assignment has been designed to allow you to choose an organisation within the tourism and hospitality industry and not be restricted to any one specific area. You may be interested in travel, tourism and/or hospitality, so the range of organisations can vary from tourism boards, tour operators, travel agents, transport (including air, sea, road and rail) to hoteliers, restaurateurs, conference centres, event management organisations or other businesses (large or small) related to tourism and hospitality.
The report that should cover the following:
1.    Explain the development of operations and the ways in which effective operations management can benefit tourism and hospitality businesses.
2.    Be able to explain the processes, systems and planning methods used in operations management, giving consideration to the influences of the external operating environment.
3.    Be able to apply the concept of systems management to the monitoring and evaluation of operations management in the context of tourism and hospitality.
4.    Be able to demonstrate knowledge of the concepts of quality, quality improvement and quality systems, and to apply these to industry examples.
5.    Be able to apply operations management methods to a range of organisations working within the tourism and hospitality industry.
Candidates should use appropriate theories, models and concepts to analyse and evaluate the above issues.
Candidates should then recommend activities available to increase the effectiveness of the selected organisation’s operational activities. All recommendations should be justified drawing on the analysis they have carried out.
The secondary research undertaken should be appended to this assignment. All theories, concepts, models and industry examples must be appropriately referenced using the Harvard System style.
The assignment is designed to cover  all learning outcomes and assessment criteria of the unit and help you obtain a clear understanding of the subject in  the tourism and hospitality industry, via the research, reading and relevant work experience (if applicable) undertaken during your studies.

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