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Full Description
From restaurants to resorts, the hospitality industry demands strong operations management to delight guests, develop employees, and deliver financial returns. This introductory text provides students with fundamental techniques and tools to analyse and improve operational capabilities of any hospitality organization.
This book spans a breadth of topics critical to today's operations leaders. Each topic surveys key theories, frameworks, and industry examples, with additional depth achieved through engaging learning features.
Uniquely, the book is set out in standalone chapters that can be digested individually or together; allowing flexibility for instructors and readers seeking to learn specific subject matter. Whether a student preparing for their career, or a professional seeking tools, readers will gain valuable knowledge from Operations Management in the Hospitality Industry.
Contents
Chapter 1. Understanding Service Operations Strategy; Alec N. Dalton and Michelle (Myongjee) Yoo
Chapter 2. Designing Service Experiences; Peter Szende and Alec N. Dalton
Chapter 3. Designing Service Environments; Vanja Bogicevic and Hyeyoon Choi
Chapter 4. Forecasting Demand; Michelle (Myongjee) Yoo and Sybil Yang
Chapter 5. Inventory Control; Miguel Bendrao Baltazar and Yuan Li
Chapter 6. Managing Supply Chains; John Bancroft and Di Li
Chapter 7. Organizing Staff; Suzanne Markham Bagnera and Peter Szende
Chapter 8. Managing Capacity and Waits; Alec N. Dalton and Andrew M. Daw
Chapter 9. Measuring Quality; Michelle (Myongjee) Yoo and Alec N. Dalton
Chapter 10. Improving Effectiveness and Efficiency; Susan L. Hyde and Paul J. Bagdan
