| CODE | MGT2350 | ||||||||
| TITLE | Operations Management for Tourism and Culture | ||||||||
| UM LEVEL | 02 - Years 2, 3 in Modular Undergraduate Course | ||||||||
| MQF LEVEL | 5 | ||||||||
| ECTS CREDITS | 4 | ||||||||
| DEPARTMENT | Business and Enterprise Management | ||||||||
| DESCRIPTION | This study-unit provides an insight into how operations management principles and techniques can ensure the effective delivery of products and services in the hospitality, travel, and tourism sectors. Three main topics are covered: the planning and design of the product/service, the control of the delivery processes, and the improvement in operational performance. Specifically targeted towards these topics, students will cover the following areas: Customer centrality and value chains in hospitality, tourism, and travel operations, performance measurement in service organisations, the Total Quality Management philosophy and framework, quality control methodologies, quality standards and continuous quality improvement, and the role of technology in hospitality, tourism, and travel operations. The learning process is facilitated through academic readings, videos, contemporary case studies, and fieldwork. During the course of their lectures, students will be addressed by guest speakers who are professionals and operations practitioners in the fields of hospitality, travel, tourism and culture. These individuals will provide students with practical insights into theoretical frameworks. Study-unit Aims This study-unit has the following aims: - To introduce the student to a broad range of operations management concepts in the hospitality, tourism, travel, and culture sectors; - To explore customer service as an operations management system; - To provide students with the tools and skills that can be used to profitably manage organisations in the travel, tourism, hospitality and culture sectors. Learning Outcomes: 1. Knowledge & Understanding: By the end of the study-unit the student will be able to: - Understand the major concepts and practices of operations management in the travel, tourism, hospitality and culture contexts; - Recognize the characteristics in the travel, tourism, hospitality and culture sector that have an impact on the management of operations; - Appreciate the importance of the interface between operations and the customer in the travel, tourism, hospitality and culture sectors; - Appreciate the importance of customer feedback in effective operations performance management. 2. Skills: By the end of the study-unit the student will be able to: - Demonstrate an appreciation of the role of operations management in the various sectors of tourism, travel, hospitality and culture; - Analyse and challenge organisational practices using operations management concepts; - Evaluate the performance of operations practices in a wide range of organisations. Main Text/s and any supplementary readings: Main Text: - O'Fallon, MJ and Rutherford, DG (2010): Hotel Management and Operations, New Jersey: John Wiley and Sons. Supporting Texts: - Martin, W.B. (2002): Quality Service: what Every Hospitality Manager Needs to Know, Prentice Hall. - Jones, P. and Lockwood A. (2002): The Management of Hotel Operations, Cengage Learning. |
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| STUDY-UNIT TYPE | Lecture | ||||||||
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| LECTURER/S | Martin M. Zammit |
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The University makes every effort to ensure that the published Courses Plans, Programmes of Study and Study-Unit information are complete and up-to-date at the time of publication. The University reserves the right to make changes in case errors are detected after publication.
The availability of optional units may be subject to timetabling constraints. Units not attracting a sufficient number of registrations may be withdrawn without notice. It should be noted that all the information in the description above applies to study-units available during the academic year 2023/4. It may be subject to change in subsequent years. |
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