Service operations management is firmly established as a field of study that embraces all service industries. This module presents to the student traditional service operations management topics and their application within successful hospitality systems and services. This advanced module aims to provide students with an appreciation of the specific challenges encountered in managing the operations function in hospitality service organisations and to evaluate and use the tools and techniques available to the hospitality operations manager in dealing with these challenges.
- Introduction to the inter-related nature of the Tourism System to include:
- travel (e.g. air, cruise ships, rail, bus, car)
- lodging (hotels, resorts, casinos)
- restaurants/food service (quick service, managed services)
- recreation/special events (e.g. mega events)
- tourism operators (e.g. tour operators, national and international tourism organisations)
- Introduction to Hospitality Operations
- Designing Services
- The role/nature of services and service strategies
- New service development
- Technology in services
- Service encounter/service quality/process improvement
- Facility design and process flows
- Managing Services
- Managing capacity and demand/forecasting
- Managing waiting lines/capacity planning/queuing modules
- Managing service projects
- Supply chain management /inventory management
- International trends and developments in operations management pertinent to the hospitality sector
5. Future Trends and Developments
This module will be delivered through the medium of lectures, guest lectures, and individual/group contributions. Each lecture will be dedicated to a particular theme/topic as per the module content. Students will be expected to have read the assigned reading material for each session and participate in class discussions on issues arising. There is a strong emphasis in this module on self-directed learning and students will be required to adopt independent reading to enhance and reinforce the theoretical content and to extend their individual knowledge and appreciation of the module. Students are also required to engage with the TU Dublin online learning platform, in terms of accessing material or posting contributions to a discussion board.
Guest lectures from the tourism/hospitality sector may at times be organised to discuss issues and to augment the application of knowledge.
| Module Content & Assessment | |
|---|---|
| Assessment Breakdown | % |
| Formal Examination | 60 |
| Other Assessment(s) | 40 |