TOURISM AND EVENT OPERATIONS

SHE Level 2
SCQF Credit Points 20.00
ECTS Credit Points 10.00
Module Code M2N825606
Module Leader Claire Bereziat
School Glasgow School for Business and Society
Subject Tourism and Events
Trimester
  • A (September start)

Pre-Requisite Knowledge

None

Summary of Content

Tourism and events are industries based on the temporary movement of people which requires significant forethought and planning. The module is designed to enable students to deepen their understanding of operational issues facing management in the delivery of goods and services within the tourism and events industries, as well as create awareness of environmental management practices and regulations. The module examines logistics and operational issues and challenges across a variety of tourism and events contexts including the critical factors involved in the effective design and management of operational processes. Students will develop the skills required to apply analytical techniques to improve both efficiency and effectiveness in the design of operations within the tourism and events sector. The module also considers the role and value of supply chain operations, partner relationships and processes across the sector for effective relationship management. In addition, the module will introduce the principles of environmental management and some applications in the tourism and events industry, including water, energy, plastics, indoor environment and waste management as well as the laws that regulate them. Summary of how PRME-related issues / topics are covered in this module: This module will provide students with an in-depth understanding of operations and environmental management processes and practices within the tourism and events industries. This module will reinforce the responsibility of managers and business owners to carry out business with particular concern to ethical issues in the design and delivery of operational processes and environmental management practices.

Syllabus

Introduction to Operations Management Types of Operational Systems with Tourism and Events Service Development and Service Concept Design Service Process Design Managing Capacity and Demand Managing Supply Chain Operations Quality and Performance Management Measuring and Managing Customer Satisfaction Ethical operations and Corporate Social Responsibility Within Tourism and Events Sustainable Operations, Environmental Management and Regulations Water Management and Regulations Energy Management and Regulations Indoor Environment Management and Regulations Waste Management and Regulations Building a World-Class Service Organisation

Learning Outcomes

On successful completion of this module, the student should be able to: 1 Critically evaluate the nature and variety of operating systems within the tourism and events sector and understand the challenges associated with such systems.2 Demonstrate knowledge and understanding of issues of product/service design of processes, including consideration of the supply chain.3 Evaluate the role, nature and importance of capacity and resource management, performance management and managing customer satisfaction within the tourism and events sector.4 Demonstrate understanding of environmental management best practice and regulations in the tourism and events sector as well as ethical practice and corporate social responsibility.

Teaching / Learning Strategy

This module will be delivered as lectures and seminars with GCULearn acting as a platform to provide further support for learning. This module encompasses lectures, seminars, case studies and industry sessions with guest lectures from industry experts to contextualise theory and concepts discussed within class. The lectures aim to develop an understanding of theories, tools and techniques relating to tourism and events operations and environmental management. Seminars make use of case studies and management exercises that enable students to apply tools and techniques to solve problems relating to operations and service management. A supportive learning environment ensures that students are encouraged to critically discuss, consolidate and deepen their learning with student peers by sharing experiences, testing out ideas and receiving feedback on their level of understanding. Guest speakers will contextualise subject areas taught in class and provide insight into current and future challenges within the hospitality sector. For coursework one, students will visit an event or tourism business to examine current operations and are required to produce a group report which critically assesses operations and/or environmental management practices and offer recommendations to improve efficiency and sustainability. Coursework two is an individual reflective essay based on personal learning, growth and development experienced through the group work for coursework one. GSBS will continue to use the advancement of GCULearn as a blended learning tool through its teaching and learning as well as through engagement with students. GSBS will ensure that all modules are GCULearn enabled and with the support of the Learning Technologists at the cutting edge of development of online materials. Academic staff and the Learning Technologists will continue to work together to develop and operate all modules on GCULearn to ensure student support and information sharing. Students are provided with formative and summative feedback via a variety of mechanisms. Feedback on coursework is provided within three working weeks of submission. Internationalisation: Sustainable operations management has come to the fore in recent years. The content in this course is framed to include a wide range of local and global best practice examples that highlight sustainable and environmentally sound practices

Indicative Reading

Books and articles: Cousins, J., Foskett, D. & Pennington, J. (2011) Food and Beverage Management (3rd Ed). London: Goodfellow. Davis, B., Lockwood, A., Pantelidis, I. & Alcott, P. (2012) Food and beverage management (5th Ed). Abingdon: Routledge. deBlanc Goldblatt, S. (2011) The Complete Guide to Greener Meetings and Events. New York: John Wiley & Sons. Fitzsimmons, J.A. & Fitzsimmons, M.J. (2004) Service Management. London: McGraw-Hill. Foskett, D. & Paskins, P. (2011) The Theory of Hospitality and Catering (12th Ed). Oxford: Hodder Education. Heppell, M (2010) Five Star Service: How to Deliver Exceptional Customer Service (2nd Ed). London: Pearson Business. Hill, A. & Hill, T. (2011) Essential Operations Management. London: Palgrave MacMillan. Johnston, R., Clark, G. & Shulver, M. (2012) Service Operations Management. London: Pearson Education Limited. Johnston, R. & Clark, J. (2008) Service Operations Management. London: Prentice Hall. Jones, M. (2010) Sustainable Events Management: a practical guide. London: Dawson Era. Jones, P., Kirk, D.D. & Lockwood, A. (2003) Hospitality Operations (2nd Ed). London: Cengage Learning. Jones, U. & Newton, S. (1997) Hospitality and Catering: A Closer Look. London: Cassell. Jrajewski, L.J., Ritzman, L.P. & Malhotra, M.K. (2013) Operations Management (10th Ed). London: Pearson. Mycock, S. & Baker, C. (2008) International Tourism Partnership, Environmental Management for Hotels: The Industry Guide to Sustainable Operation (3rd Ed). International Tourism Partnership. Oakland. J.S. (2003) Total Quality Management. Oxford: Butterworth-Heinemann. Slack, N., Chambers, S. & Johnston, R. (2010) Operations Management. London: Prentice Hall. Sloan, P., Legrand, W. & Chen, J.S. (2012) Sustainability in the Hospitality Industry: Principles of Sustainable Operations. Abingdon: Routledge. Sturman, M.C., Corgel, J.B. & Verma, R. (2011) The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice. New York: John Wiley & Sons. Tum, J., Norton, P. & Nevan Wright, J. (2006) Management of Event operations. Abingdon: Routledge. Wood, R.C. (2013) Key Concepts in Hospitality Management. London: SAGE. Journals: Corporate Social-Responsibility and Environmental Management Event Management International Journal of Contemporary Hospitality Management International Journal of Hospitality Management International Journal of Operations and Production Management Journal of Hospitality and Tourism Management Journal of Hospitality Marketing & Management Journal of International Hospitality, Leisure & Tourism Management Journal of Operations Management Journal of Service Management Managing Service Quality The Service Industries Journal Tourism and Hospitality management Online sources: www.positiveimpactevents.org www.resourceefficientscotland.org www.zerowastescotland.org.uk

Transferrable Skills

By the end of this module students will have gained competence in the following key areas: Planning Time management Ability to work in teams and leadership skills Reflective practice Desire to go on learning Communication and presentation Written and spoken communication Critical thinking Problem solving skills Interactive and group skills

Module Structure

Activity Total Hours
Assessment (FT) 50.00
Lectures (FT) 24.00
Seminars (FT) 12.00
Independent Learning (FT) 114.00

Assessment Methods

Component Duration Weighting Threshold Description
Course Work 02 n/a 40.00 35% Individual Reflective Essay (1,500 Words)
Course Work 01 n/a 60.00 35% Group Report (week 10) (3,000 words)