| Title: | Hospitality Operations |
|---|
| Long Title: | Hospitality Operations |
|---|
| Field of Study: |
Hospitality
|
| Valid From: |
Semester 1 - 2017/18 ( September 2017 ) |
| Module Coordinator: |
Noel Murray |
| Module Author: |
Donagh Davern |
| Module Description: |
This module develops the students understanding of the management and control of hospitality operations, and gives the student an appreciation for areas such as quality control, revenue management and labour productivity, in a hospitality industry context. |
| Learning Outcomes |
| On successful completion of this module the learner will be able to: |
| LO1 |
Recognise and analyse the structures of the hospitality industry and the competencies related to the management and control of hospitality operations. |
| LO2 |
Appraise the need for effective Yield Management practices in the Hospitality Industry. |
| LO3 |
Analyze the importance of a theoretical and practical knowledge of the measurement, management and implementation of product and service quality initiatives. |
| LO4 |
Evaluate the use of techniques to manage waiting lines and OTAs in a hospitality setting. |
| LO5 |
Describe the theoretical approaches to productivity, crisis management and outsourcing in the hospitality industry |
| Pre-requisite learning |
Module Recommendations
This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named MTU module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
|
|
Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list. |
| No incompatible modules listed |
Co-requisite Modules
|
| No Co-requisite modules listed |
Requirements
This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.
|
| No requirements listed |
Module Content & Assessment
| Indicative Content |
|
Nature of Hospitality Industry
Description and interrelationship of the main component sectors, operating characteristics and their implications for hospitality operations. Structure of the industry, hotel product, factors affecting demand and sales. Safety and security legislation.
|
|
Control of Operations
Loss, control and security systems, Monitoring and evaluation. Capacity Management, Performance and Productivity measures in operations.
|
|
Introduction to Yield Management
Its origins and the difference between Yield and Revenue Management. The role of the Revenue Manager. Managing 3rd parties, SEO, OTA's. Terminology. Mobile Strategies and on-line distribution.
|
|
Managing Quality Operations
Measuring product and service quality in Hospitality. The role of the manager in implementing quality in hospitality operations. The role of the customer in the quality management process. Waiting lines and self-service. Managing Tripadvisor.
|
|
Managing the Modern Hospitality Organisation
Measuring and managing labour productivity in hospitality operations. The opportunities and challanges of outsourcing operational activities. Crisis management and responding to change in the operating environment. The control of costs. The role of Information Technology in the service encounter.
|
| Assessment Breakdown | % |
|---|
| Course Work | 40.00% |
| End of Module Formal Examination | 60.00% |
| Course Work |
|---|
| Assessment Type |
Assessment Description |
Outcome addressed |
% of total |
Assessment Date |
| Essay |
Essay on operations management, key result areas |
2,4 |
20.0 |
Week 6 |
| Written Report |
Report on current operational issues |
1,3 |
20.0 |
Week 10 |
| End of Module Formal Examination |
|---|
| Assessment Type |
Assessment Description |
Outcome addressed |
% of total |
Assessment Date |
| Formal Exam |
End-of-Semester Final Examination |
1,2,3,4,5 |
60.0 |
End-of-Semester |
| Reassessment Requirement |
Repeat examination
Reassessment of this module will consist of a repeat examination. It is possible that there will also be a requirement to be reassessed in a coursework element.
|
The institute reserves the right to alter the nature and timings of assessment
Module Workload
| Workload: Full Time |
| Workload Type |
Workload Description |
Hours |
Frequency |
Average Weekly Learner Workload |
| Lecture |
In class lectures |
4.0 |
Every Week |
4.00 |
| Independent & Directed Learning (Non-contact) |
Independent Study |
3.0 |
Every Week |
3.00 |
| Total Hours |
7.00 |
| Total Weekly Learner Workload |
7.00 |
| Total Weekly Contact Hours |
4.00 |
| Workload: Part Time |
| Workload Type |
Workload Description |
Hours |
Frequency |
Average Weekly Learner Workload |
| Lecture |
Class Lectures |
4.0 |
Every Week |
4.00 |
| Independent & Directed Learning (Non-contact) |
Independent Study |
3.0 |
Every Week |
3.00 |
| Total Hours |
7.00 |
| Total Weekly Learner Workload |
7.00 |
| Total Weekly Contact Hours |
4.00 |
Module Resources
| Recommended Book Resources |
|---|
- Peter Jones (Editor) 2008, Handbook of Hospitality Operations and IT, Elsevier [ISBN: 978-0-7506-8753-9]
| | Supplementary Book Resources |
|---|
- James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev Bordoloi. 2014, Service Management - Operations, Strategy, Information Technology, 8th Edition Ed., New York; McGraw-Hill [ISBN: 0078024072]
- Robert Johnston, Graham Clark, Michael Shulver 2012, Service Operations Management: Improving Service Delivery, 4th Edition Ed., Prentice Hall [ISBN: 9780273740483]
| | Supplementary Article/Paper Resources |
|---|
- Ashville Media Hotel & Catering Review [ISSN: 0332-4400]
| | Other Resources |
|---|
- Website: Failte Ireland Website
- Website: Tourism Ireland Website
- Website: Irish Hotels Federation Website
- Website: Irish Hospitality Institute Website
|
Module Delivered in
|
