Explain the development of operations and the ways in which effective operations management can benefit tourism and hospitality businesses.

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Operations Management in Tourism and Hospitality (OTHM/05/04-L5DTHM)

Qualification Number:  601/5661/2 

Credit Value: 20

Unit Reference Number : D/507/0026

Unit Aims :

This unit provides learners with an understanding of operations management within the tourism and hospitality industry and specifically the systems, processes, project and quality management skills associated with this function. Learners will develop the ability to apply operations management knowledge to the tourism and hospitality industries and an appreciation of the value of the operations function.

Learning Outcomes

Explain the development of operations and the ways in which effective operations management can benefit tourism and hospitality businesses.

Assessment Criteria: Operations Management in Tourism and Hospitality (OTHM/05/04-L5DTHM)

1. Explain the development of operations and the ways in which effective operations management can benefit tourism and hospitality businesses.

• Outline the origins of operations management from manufacturing to the service sector.
• Explain how operations has become a managerial function in the tourism and hospitality industry
• Analyse the ways in which operations management can be used to create customer value and competitive advantage.

2. Explain the processes, systems and planning methods used in operations management

• Explain systems design and process design and relate this to tourism and hospitality.
• Evaluate the importance of ‘process’ and ‘product’ innovation as it applies to tourism and hospitality organisations
• Describe the role and processes of logistics and the supply chain in the context of tourism and hospitality

3. Discuss the principles of visitor and attractions management in the tourism industry

• Explain the concept of visitor management
• Discuss the role of visitor attractions in the tourism industry
• Analyse how effective systems of management and control can lead to competitive advantage for visitor attractions

4. Apply operations management methods to a range of organisations working within the tourism and hospitality industry.

• Explain the importance of the external environment in the context of operations management.
• Compare and contrast the operational activities of a range of organisations in the tourism and hospitality industry.
• Evaluate the existing and potential impacts of the virtual marketplace on the pattern of tourism and hospitality operational activities.

Study contents 

• The development of the operations management concept
• The evolution of the services sector
• Operations Management as a function of tourism and hospitality businesses
• The relationship between operations management and competitive advantage
• Principles of systems and process design
• Process and product innovation in the tourism and hospitality industries
• Logistics and supply chain management in tourism and hospitality
• The role of visitor attractions in the tourism industry
• Understanding the visitor experience
• The principles of visitor management
• Online operations management
• Operations Management and customer service
• Technology and operations management
• Regulations and Legislation affecting operations management in the tourism and hospitality industries
• Disaster planning and service recovery

Indicative Reading List

• Fyall, A., Garrod, B., Leask, A. & Wanhill, S. (eds.) (2008) Managing Visitor Attractions, Oxford: Butterworth-Heinemann
• Hudson, S & Hudson, L. (2012). Customer Services in Tourism and Hospitality, London: Goodfellow
• Mill, C. (2012) Resorts: Management and Operations, Oxford: John Wiley & Sons
• O’Fallon, M and Rutherford, D (2009) Hotel Management and Operations Oxford : John Wiley and Sons
• Roday, S, Biwal A and Vanada, J (2009) Tourism Operations and Management Oxford: OUP
• Explain the development of operations and the ways in which effective operations management can benefit tourism and hospitality businesses.