Hospitality Operations Management
The Hospitality Operations Management is referring to the management operations of the hospitality industry such as hotels, restaurant, cruise ships, amusement parks country clubs, convention centers, destination marketing and many other related industries. In putting up hospitality business, Human Resources are very important. The company must have an excellent working team that will serve as the ambassadors to the guests, visitors and travelers. Any hospitality business must choose efficient and effective employees that can serve their clients with excellent customer service. This can be achieved by giving them seminars and trainings that will make them more fit and effective to their designated positions. Next is the Technical Services, this is another essential part of the hospitality business. There must be operational projections, preparation of budgets, marketing plan, appropriate recruitment, training programs, proper managing and supervision and employment in operating successfully a hotel or a resort. Then, securing all needed licenses is important in operating the business. Coordination among the people that are involved in the business is very crucial to be able to pursue the implementation of all those plans and strategies for the opening of the establishment. A hotel or restaurant can become a center of guests, visitors, travelers’ attraction if it has a highly skilled working team that hast the world class know-how of enhancing the Food and Beverage Operations that include the effective pricing tactic, menu preparation, inventory management, dovetailed promotion and in house selling. In addition, Renovations of the hotel and restaurant premises can definitely add more comfort and beauty of the place. Lastly, the Purchasing Management of the costs of hotel and restaurant supplies such as food and beverage supply, hotel, laundry and guest room supplies, construction, renovation, repairs and maintenance, equipment, furniture and fixtures is the major focus and regular inventory of the business.
(http://www.hotelmule.com/management/html/54/n-3554-2.html)
Actually, there are five operations management theories that have been used by various businesses in the hospitality industry such as Theory of Process Choice, Theory of Swift and Even Flow, Theory of Performance and Frontiers and Theory of Service Experience. To begin with, Theory and Process Choice is adopted by Hayes and Wheelright in (1979) explaining the varied processes that are being used in the hotel industry to create their products and services to the best interest of the clients. The process of product manufacturing are based on creating promotional articles, applying especial craft in job-shop operation and moving to batch and mass production of products and services. Next is the Theory of Swift, Even Flow that deals with the occurrence of cross- factory differences of many establishments in the hospitalization industry. Meanwhile, the Theory of Performance Frontiers which was proposed by Schmenner and Swink (1998) addresses the multiple dimensions of operations management performances and issues. It also touches the evaluation of the company’s distinctive resources through planning; marketing strategies, decision all these aspects will help in making the organization well productive and growing. The last but not the least is the Theory of Service Experience (Silvestro et al. 1992). This theory stresses that customer service is a very crucial part in the operations management of the hotel industry. Excellent customer service is the foundation of the success of the business. By knowing the customers and clients of the business, their wants and needs from the hotel industry; as well as their expectations from the operations management of the business. If the customers experienced an excellent customer service from the particular establishment the tendency is the customers will keep coming back to the company or establishment because they feel that they are treated as important persons in the place. Otherwise, the customers will never visit the company again if they experienced bad customer service from the staff, employees and the products are not suited to their personal preference.
(http://www.ehow.com/about_6502641_customer-service-theory.html)
Many organizations, no matter how well trained and oriented their staff is but still there are times that they experienced flaws with the customers. During those times, the business or the employees must have a good service recovery course of action for the customers. Different companies provide many ways in fixing problems with the customers. A good reputation company always sees to it that its employees or staff is all the time has the authority to control awkward situations over the customers. By getting response, prompt action and effective solution from any awkward situation; the customer feels relieved and delighted. As a matter of fact, doing service recovery to the customer keeps him/her coming back to the establishment. It makes the customer more loyal to the company’s products and services. Hospitality business includes the reception, entertaining visitors, guests or strangers, resorts, membership clubs, special events, conventions, and other services for tourists and travelers. Hospitality is the concept of building good relationship and rapport between the host and the guest.
(http://en.wikipedia.org/wiki/Hospitality_management_studies)
References:
(http://www.hotelmule.com/management/html/54/n-3554-2.html)
(http://www.ehow.com/about_6502641_customer-service-theory.html)
(http://en.wikipedia.org/wiki/Hospitality_management_studies)
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