A.

Course information

Course Code BME 1

Course Title Operations Management in Tourism and Hospitality Industry

Course Description It covers the relevant concept of production and operation management as well as the quantitative
tools for business decision making. By the end of the semester the students should be able to
appreciate the key decision situations that confront the operations manager and apply the analytical
techniques to arrive at better decisions.

Pre-Requisite Course

Co- Requisite Course None

Credit/Units 3

Contact hours/Week lecture

B. Learning Outcomes
At the end of the semester, the students can;
1. Describe the key features of operations management in the tourism and hospitality industry;
2. Discuss the latest developments in the operations management in the tourism and hospitality;
3. Discuss the key features of services and their implications for operations;
4. Explain Standardization and its impact on operations, service and consumer satisfaction
5. Explain the role of front-line staff and back-line staff;
6. Distinguish the relationship between operations and other business functions; and
7. Demonstrate knowledge of tourism and hospitality products and services;
C. Learning Plan
Wee Intended learning lessons/topics to be  Teaching and Instructional  Assessment
k outcomes covered learning resources tools/tasks
activities
1  Familiarize themselves with 1. PSU vision, mission  Leveling of expectations  University manual  Individual recitation
the school vision and mission statement  Brainstorming  Laptop  Group output
 Link the course to the 2. Expectation (instructor  Group discussion  LCD projector presentation
attainment of the vision, peer, course) course  Getting to know activity  Pictures,
college goal and objectives overview, course  Power point
requirements and presentation
setting of housing rules
1-2  Understand what tourism is; I – Tourism and hospitality  visual presentation  Laptop  summative test
definition, components, and management  individual/group  Picture  oral questions
importance. 1.1 operation management of exercise  Power point  individual/group
 Discuss what composes the tourism and hospitality presentation output presentation
tourism and hospitality industry  Internet  rubrics for output
industry; 1.2 tourism and hospitality  e-book
 Provide example of the industry
tourism and hospitality 1.3 Major segments in
industry establishments; Hospitality Industry
 Discuss the different 1.4 characteristics of tourism
Characteristics of Tourism and hospitality industry
and Hospitality Industry
3  enumerate the areas of  visual presentation  laptop  Oral questioning
tourism and hospitality II – areas and functions of  Individual Activity; to  pictures  Summative test
enterprises; tourism and hospitality createan Info graph  power point  rubrics for individual
 discuss the functions and enterprise showing the history of tourism presentation activity
scope of work on the 2.1 areas of tourism and from early ages to modern ages  internet
following tourism and hospitality enterprises  individual activity:  e-book
hospitality areas 2.2 Profit and non-profit (provide the functions
 explain the importance of business and scope of work on
functionality of each area 2.3 Different sector of the following tourism
tourism and hospitality and hospitality areas)
industry  discussion
2.4 Department within
establishments
2.5 Relationship between
the hospitality and other
 2.6 industry
4  Discuss the importance and III – Coordination and linkages to  Visual presentation  Laptop  Oral questioning
how to maintain business all enterprise departments and  Discussion  Pictures  Summative test
relationships. industry partners  Written report  Power point  Rubrics for individual
 Create written report base on  Conduct interview presentation activity
the guidelines 3.1 establish and conduct  Internet
business relationship  E-book
3.2 the environment of a business
relationship
3.3 conduct negotiations
3.4 make formal business
agreements
3.5 foster and maintain business
relationship
5  Understand the rating system IV – rating systems and the  Visual presentation  Laptop
and various classification of structure of the hospitality  Discussion  Pictures
hotels; industry  Web-research activity  Power point  Oral questioning
 Explain the interdependent 4.1 rating systems presentation  Summative test
relationships between the 4.2 the emergency of rating  Internet  Rubrics for individual
different departments of systems  E-book activity
hotels 4.3 hotel classification
 Identify the operational and 4.4 the hotel organization
functional departments of 4.5 customer segmentation for
the hotel the hotel industry
4.6 operational departments of a
hotel
6  Define hotel management V – Hotel management-viewed  Interactive discussion  Laptop  Oral questioning
 Understand the role; job from above  Web-research activity  Pictures  Summative test
description and qualifications 5.1 management structure  Group activity  Power point  Rubrics for individual
of ah general manager; 5.2 hotel property management presentation activity
 Enumerate the members and systems; products and features  Internet
duties and responsibilities of 5.3 things to consider when  E-book
the executive committee; choosing PMS software
 Explain the significance of 5.4property management
property management systems for hotel chains and
system resorts
7 MIDTERM EXAMINATION
8  Discuss the function of the VI - The rooms department  Interactive discussion  Laptop  Oral questioning
front office and housekeeping  Concept mapping  Pictures  Summative test
departments; 6.1 rooms division/department  Sketch noting  Power point  Rubrics for individual
 Illustrate and explain the guest 6.2 the front office department  Role-playing (create a role presentation activity
cycle; 6.3 the housekeeping department play script showcasing the  Internet
 Define the different front office different positions and their  E-book
 housekeeping key respective roles in the front 
terminologies; office department)
 Enumerate the different areas  Group activity
of responsibilities of these two
departments
9-10  Explain the role of the F&B VII - The food and beverage  Interactive discussion  Laptop  Oral questioning
department of the hotel department  Concept mapping  Pictures  Summative test
 Enumerate and explain the six 7.1 F&B service definition  Portfolio (compilation of  Power point  Oral recitation
pillars of host manship 7.2 type of F&B services F&B types of service) presentation  Rubric for output
 Describe F&B service and its operations  Internet
types 7.3 F&B services - type of service  E-book
 Illustrate the positions in 7.4 F&B services - outlets
escoffier`s brigade De cuisine 7.5 structure of F&B services
department
7.6 F&B staff attitudes and
competencies
11-12  Discuss the vital role of the VIII - hospitality human resource  Interactive discussion  Laptop  Oral questioning
human resources department management  Role-playing (create a role  Pictures  Summative test
in the hotel 8.1 human resource definition play script showcasing the  Power point  Rubric for output
 Explain the functions of the HR 8.2 human resource function possible dialogue in an presentation
department 8.3 human resource priorities interviewed in recruiting  Internet
 Enumerate the qualifications of 8.4 job description for human hotel staff)  E-book
an HR director/manager resources manager  Individual exercise/activity
13-14  Define sales and marketing IX - sales and marketing  Laptop  Oral questioning
 Explain the 7 Ps department  Interactive Discussion  Pictures  Summative test
 Discuss the marketing trends in 9.1 definition of sales and  Concept Mapping  Power point  Rubric for output
the tourism and hospitality marketing  Web-Search Activity presentation  Reflection paper
industry 9.2sales and marketing department  (Choose one market trends  Internet
 Describe the process of functions in tourism and hospitality  E-book
developing a new product 9.3 job description for sales industry, search an
marketing manager organization which is using
9.4 traditional 4P’S and additional 3 it, analyze how this trend
P’S help to grow their business)
9.5Developing new products and  Written Works
services  Video Clip Watching
9.6 The lifecycle of products and
services
9.7Match products and services to
market needs
9.8Top 10 latest tourism and
hospitality marketing trends
15  Discuss the key roles of the X- Financial Control and the  Interactive discussion  Laptop  Oral questioning
accounting department Accounting Department  Concept Mapping  Pictures  Summative test
 dentify the duties and 10.1 The functions of Accounting  Written Works  Power point Rubric for output
responsibilities of the people in department  Individual Exercise/Activity presentation
the accounting department 10.2 Accounting Department  Internet
 Explain the four main types of Responsibilities and Details  E-book
financial statements 10.3 Key Positions in an accounting
 Distinguish between the department
budgeting and forecasting 10.5 main Financial Statement
10.6 Hotel Accounting challenges
and solutions
10.7 Budgeting Vs. Forecasting

16 XI- Facility Engineering and

Maintenance Department
 Define Maintenance 11.1 Definition of Maintenance  Interactive discussion  Laptop  Oral questioning
 Understand the duties and 11.2 Duties and Responsibilities of  Concept Mapping  Pictures  Summative test
responsibilities of the Maintenance Department  Written Works  Power point Rubric for output
maintenance department 11.3 Key Positions in an accounting Individual Exercise/Activity presentation
 Differentiate the types of department  Internet
maintenance 11.4 Classifications and types of  E-book
maintenance
11.5 Maintenance Contracts

17 XI FINAL EXAMINATION
D. References
Chibili, Michael N. Et al (2016). Modern Hotel Operations Management. London:
Routledge
Bernardo B. Rodolfa Jr. (2015). Management Information system in Tourism and
Hospitality Industry, Revised Edition.