This requires managers to have a good understanding of room, restaurant and kitchen operations. Definition, principles, activities, trends since all companies have operations, i. In some hotels, these core ser vices are augmented with. The operation flow between processes production unit set and props manufacture engineering marketing and sales finance and accounting post production the programme and video operation the set and props manufacturing process processes flow between resources people and facilities three levels of operations management analysis. Management higher diploma in tourism and mice diploma in hotel operations diploma in food and beverage operations employment careers in the fields of hotel services, travel and tourism, airline services, catering services, club house and theme park management, spa services etc 19. In some hotels, these core services are augmented with leisure and fitness facilities, or with conference. The impact of the housekeeping function on the success of a hotels operations cannot be underestimated, since large revenue for hotel industry. Independently owned properties versus chain hotel management including. It looks at the historical perspective of accommodation development in ghana, types of accommodation and classification of accommodation establishments. The purpose of the study is to research into room division operation of an organisation. Interpret and explain the various rules and regulations that apply to hotels.
For current and future hotel general managers, and hotel department headsi. Every multidepartmental physical business needs to have a front office or reception to receive the visitors. Accommodation operation hcm 243 by emmanuel gamor 1. Accommodation and reception are the main elements of rooms division operations management. Enumerate areas of coordination between housekeeping and other departments 3.
Front office operations and management ahmed ismail 8. The accommodation sector provides much more than tangible products such as guest rooms, beds and meals. This course provides a basic understanding of lodging operations and management. Hospitality management is a great career path for those who want to straddle the line between culinary training and a more businessoriented approach. Jul 28, 2012 accommodation operation uniti introduction to housekeeping the basic concept of housekeeping has started from keeping of a domestic house clean and has gradually come to maintaining high standard of cleanliness and maintenance of commercial levels, besides the housekeeping should also contributes to the saving in costs of labour, cleaning. Operations strategy the total pattern of decisions which shape the longterm capabilities of any type of. Smerf acronym for social, military, educational, religious, and fraternal. How front office operations relate to overall business mission and objectives. In some operations, where the management of the accommodation is not the main purpose of the operation, for instance, in a hospital or a school, it is easy to lose sight of the fact that a service, which is secondary to the main purpose, is being provided for the benefit of the building user, for example, the.
Pdf accommodation operationlesson 1 supplementary notes. The objective of the course is for the student to become familiar with the current principles and management practices of lodging properties. Using trendy and fascinating examples this mannequin new textual content material book brings to life elementary operations management guidelines and theories that are related to every manufacturing and restore circumstances, reflecting the very latest developments on this dynamic topic. This is the lesson 1 of accommodation operation for hnd hospitality management. Front office department is the face and as well as the voice of a business. Accommodation operation uniti introduction to housekeeping the basic concept of. Find materials for this course in the pages linked along the left. During this course, you will learn about the world of managing operations. The lodging operations course the reluctant gourmet. Ihm notes hotel management notes hospitality notes.
Accommodation introduction to tourism and hospitality. The course management of accommodation operations is part of the professional specialisation studies pss hotel management. Unit 6 rooms division operations management assignment copy. Doc hospitality operation management riley pham xuan. Catering and accommodation management kenyan exams. Operations management is all through us and is integral to every business. Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible. It provides a realistic look at the operations and management. Diploma in catering and accommodation management module 3.
Draw an organizational chart of the rooms division of a hotel and identify the executive committee members. Good practices guide for guesthouses and small hotels. Explain the range of hotels in operation and their management policies. Unfortunately, the government drew away from the management in state owned hotels. The operation of food and beverage and accommodation tended to be covered by practitioners with the consequence that there was a heavy emphasis on operational activities rather. Price discounting and forward selling to accommodation agents. Production operation management is the process which combines and transforms various resources used in the production operation subsystem of the organization into value added productsservices in a controlled manner as per the policies of the organization. Stop and think about what would happen at your guesthouse or hotel if you were not there to oversee everything. Organizational structure in the hospitality industry. Contentspreface xicontributors xiiiacknowledgmentsxvchapter 1 overview i1.
The valuable discussions in operation management have been the inspiration by this writer to seek out more knowledge in pursuit of excellence. Mgt 307 operations management course syllabus for summer i 20 course instructor dr. It also explores franchise agreements and management contracts, purchasing a hotel, and career opportunities. Egyankosh, managing housekeeping operations pdf available at. Career opportunities in catering and accommodation management include. Environmental issues are increasing in importance, and accommodation supervisors and managers need to understand of how they can contribute to the.
Lectures notes on production and operation management. A space of management having an active role in designing the process of production and also in controlling the production process is known as operations management, it also redesigns the operations of business in the generation of goods and services. Operations management perspectives and the hospitality. Ihm notes hotel management notes hospitality notes ihm. Describe the range of hotels in operation globally. Operation management plan coordinates and controls all the activities in the operation system to achieve the stated objectives.
Therefore, a corporate structure that distances the owners of lodging assets from the daytoday operation of their holdings is detrimental to shareholders beals and singh, 2002. If you have strong problemsolving and leadership skills, this field of business. Duties and responsibilities of housekeeping staff 2 ii. Professional specialisation studies prerequisites course managing hotel business operations must be completed. Section 1 good management and workplace relations 1.
These hotels remain in operation today and are landmarks in their destinations. Mgt 307 operations management course syllabus for summer i 20. Operations management ppt and pdf free study mafia. Learn operations management chapter 5 with free interactive flashcards. For a successful career in the hotel management industry, you must. Draw up a step by step action plan for the organization of the. Choose from 500 different sets of operations management chapter 5 flashcards on quizlet. Operations management as practice of organizations. To train students in rooms division management front office and housekeeping by focusing on best practices for operational, strategic and staff management in. The term facilities management is useful in reminding us that even though the majority of businesses within the hospitality industry utilize some form of accommodation, the notion of accommodation management is typically associated with the hotel and related sectors, where some form of semiprivate.
Rack rate the price at which the hotel rooms are sold before applying discount. Career opportunities in catering and accommodation operation includes room attendant, waiterwaitress and related fields. The level 3 advanced diploma in accommodation operations and services is for candidates who have gained experience in accommodation services and wish to extend their departmental knowledge of planning, monitoring and supervising staff and physical resources. Management higher diploma in tourism and mice diploma in hotel operations diploma in food and beverage operations employment careers in the fields of hotel services, travel and tourism, airline services, catering services, club house and theme park management, spa services etc 19 20 hotel operations. Includes boxes, solved numerical examples, realworld examples and case studies, practice problems, and videos. Identify the elements involved in the organization of accommodation operations, its functions, systems and routines. Hrim 380 is a study into the operational practices utilized in the management of lodging properties. These terms and measurements allow hotel staff and management to track the success of the operation and to compare against competitors and regional averages. Lecture notes operations management sloan school of. This course is only available at craft level and would take approximately 2 years to complete. The theoretical part of the thesis consists of information about tourism and tourism accommodation, strategic management in the tourism industry and strategic analysis. Regardless of their role in the operation, all employees must do their part to ensure that each guests needs, preferences, and expectations are met and satisfied. Develop sensitivity and high work ethics towards cleanliness and hygiene and the factors that contribute to it.
Describing in great depth and detail all areas of hotel admini. Accommodation in north america more typically lodging management is regarded as one of the two core activities that lend the hospitality industry its distinctiveness as a sector, the other being food and beverage management. It is the revenue generating place in the hotel where retail transactions are carried out. Identify levels of housekeeping staff and their place in the hierarchy. Front office management 6 pos acronym for point of sale. Planning, men management, recruitment and training as per expectation of the management, along with controlling costs and keeping records. Productionoperation management is the process which combines and transforms various resources used in the productionoperation subsystem of the organization into value added productsservices in a controlled manner as per the policies of the organization. The paper is concerned with the use of operations management as an instrument of successful. Hotel operations are chiefly concerned with providing accommodation, food and drink services. It provides a realistic look at the operations of each department and insight into the financial aspect of operations.
Silverbirch hotels is an example of a hotel management company that manages. Mar 31, 2017 operations management ppt and pdf free. Price discounting and forward selling to accommodation agents are two techniques used, but there is no magic formula. Covers the core concepts and theories of production and operations management in the global as well as indian context. Pdf hotel management and operations layshwee shwee. The assignment elaborates the various elements of room operation management like the legislative and regulatory requirements with respect to rooms division, roles and responsibilities for selection of accommodation and reception staff and customer service offered by room division. They will wish to progress as a qualified housekeeper in a supervisory role. Front office management introduction tutorialspoint. Focuses on strategic decision making, design, planning, and operational controlprovided by publisher. Thus, it led to the discovery that the concepts presented herein have been in existence for some time, and various authors not only wrote extensively on the subjects but they have exhaustively been part.
Qualifications to pursue catering and accommodation operation is a kcse mean grade of dplain. For this purpose, the organisation chosen was the landmark london. The hotel is a leading fivestar hotel of england situated in marylebone road, london. Front office management frank brothers sushil kumar bhatnagar practicals 60 hrs manual check out procedures cash, credit cards, travellers cheques. Thus the activities listed in the diagram the operations management activities, ensure the objective of quantity, quality, delivery time and economical way of doing work. Front office management i about the tutorial front office management in the hotel industry involves the work of reserving accommodations in the hotel, registering guests, maintaining guest accounts with the hotel, night auditing, and coordination with various other departments for providing best guest services. We will focus specifically on the integration of the front. Accommodation operations jaipur national university distance. The ideal position, where every room is sold at the official room rate, is rarely achieved. The operation of food and beverage and accommodation tended to be covered by practitioners with the consequence that there was a heavy emphasis on operational activities rather than operations management. A process of ongoing improvement, north river press, 2nd rev. The main roles and responsibilities of housekeeping are. Catering science and hotel management first year, part iii. Like restaurant management, this field is all about making the experience of the guest positive from the first moment they arrive.
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