CHAPTER 4:
OPERATION IN
MANAGEMENT IN SERVICE-
ORIENTED BUSINESSES IN
TOURSIM AND HOSPTALITY
Objective
• Define the operation management
• Define the operation identify the operations component of
service oriented businesses
• Identify the similarities and differences between production and
service oriented operation and
• Explain how hospitality business operations can be manage
effectively using business tools and techniques
WHAT IS OPERATION MANAGEMENT?
- Operations managers focus on setting mechanism
to acquire resources and transform them into
saleable outputs. They plan activities, identify
processes, make decisions, and organized
employees in to teams. They ensure raw material
inputs and labor match processes and marketing
expectations. This involves grouping employees for
effective transformation
The crucial concerns of operations managers in charge of
managing the operations revolve around the setting mechanisms
to acquire resources and activities to transform them in to
saleable outputs, Applying the management framework in chapter
1, These activities are as follow:
• Planning
• Decisions
• Organizing
• Leading
• Controlling
STAND ROOM DESCRIPTION,
AMENITIES, AND SERVICES
ROOM DESCRIPTION ROOM BATHROOM LUXURY SERVICES
AMENITIES AMENITIES AMENITIES
- Standard room - Turndown
located on the - One single - One set of - One water service
specific floor of the bed bathroom heater - Direct dials
hotel - One set of linens ( bath - Two sets of for calls
- With toilet and bath bed linens towel ,hand cup and - Alarm or
( bed skirting towel , and saucer with wake up
, bed pad, face towel teaspoons services
bed cover , - One bathmat - One set of - Free wireless
and flat - One toilet coffee, internet
sheets) tissue creamer, and -
- Two pillows - One amenity sugar Complementa
- One closet basket with - Two bottles ry breakfast
with four supplies( sha of water
hangers mpoo, - One
- one laundry conditioner, hairdryer
bag with lotion, - One shaving
pressing and morning kit , kit
laundry list cap and soap) - One slipper
inside the inside the
closet closet
- One
shoehorn
with shoe
Resource acquisitionResource
and inventory
acquisition
maintenance
and inventory
maintenance
ordering and purchasing Receiving stocks
storekeeping
Application of techniques to transfer into consumable items
Assignment of staff in charge of housekeeping
assembling rooms
Packaging and delivering goods to customer
Restaurant services Front office services
maintaining amenities based on customer reservation
Customer order : standard room
THE TRANSFORMATION PROCESS TO FULFILL A
CUSTOMER ORDER
WHAT ARE THE COMMON ISSUES
FACED BY OPERATION MANAGERS?
• Gathering information from sales and marketing personnel about
customer order –information refers to processed data about concern of the
business that requires manager action. For this operation management
concern, information would refer to what group of customers want ,when
they need it, and what they expect from the order when they are fulfill.
• Ensuring availability of supply- An adequate supply of the right resources
when these are needed, is a common concern for many operation managers.
• Maintaining the quality of inputs to business and the outputs of
operation- maintain quality in transforming supplies and labor into valuable
output is crucial, so customer expectation are met.
• Maintaining process time- time is a consideration for both the customer
and business. The customer they expect a certain period when orders can be
fulfilled.
• Monitoring process- monitoring allows the manager to keep track quality ,
evaluate output quality as the product and processes are delivered, and
identify situation that hinder processing activities
• Activities, expertise, and technologies to resolve above
operation issues- Once issues identified, the operation manager
must fix them as soon as possible to avoid delays and maintain its
quality commitments.
WHAT ARE THE BUSINESS TOOLS AND TECHNOLOGIES
THAT ADDRES OPERATIONS MANAGEMENT CONCERN ?
- TELEPHONE
- EMAILS
- RECORD KEEPING AND DATA PROCESSING
- MANUALS
- AUDITS
- INTERNET
The internet provides a broad platform for transformation
• Business- to- business( B2B)- B2b includes transactions between two
existing business. Example
• Business-to-business (B2B)-b2b includes transaction between two
existing business. Example includes restaurant purchases from a
supplier through the internet and online orders of hotel for maintenace
services
• Business -to-consumer- while the B2B involves transaction among
business. B2c cover companies selling to a community of potential
buyers. With online transactions customer get value added while
browsing through offers by others companies.
• Business-to -business-to-consumer (B2b2c) -In B2B2C, at least two
businesses work together to meet customer's needs. One business deals
with customer's order while another provides service that customer are
trying to buy.
