SHE Level 3
SCQF Credit Points 20.00
ECTS Credit Points 10.00
Module Code M3N822509
Module Leader Alan Aitken
School Glasgow School for Business and Society
Subject Management
  • B (January start)

Pre-Requisite Knowledge


Summary of Content

This module will enable students to develop students' understanding of operations management within the hospitality sector. This will involve analysing the operational issues and challenges faced in various types of operating systems, including critical assessment of issues involved in their effective design and management; and exploring the key principles, concepts and processes associated with the short term planning and control of operations. Students will develop skills required to apply analytical techniques to improve the efficiency and design of hospitality business operations. In addition, the module will introduce the principles of environmental management and some applications in the hospitality industry, including water, energy, indoor environment and waste management as well as the laws that regulate them in the UK hospitality industry. PRME This module will provide students with an in-depth understanding of operations and environmental management processes and practices within the hospitality 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. The content in this course is framed to include a wide range of local and global best practice examples.


Introduction to Operations Management ; role and responsibilities, types of operations and key challenges; Types of Operational Systems with Hospitality; restaurants, lodgings, theme parks, respite care holidays, transportation and additional fields within tourism; Service Development and Service Concept Design; methodology, evaluation of service / product proposals, main issues in service design Service Process Design ; Processing methods; factors influencing process selection; design considerations relating to the nature of the business and how this influences output. Managing Capacity and Demand; challenges of planning and control as it relates to demand and supply, including demand forecasting and yield management, managing queuing in processes and services. Managing Supply Chain Operations; Supply networks, Processes and Partner Relationships Quality and Performance Management; Performance management systems and objectives; operations strategy within the context of business strategy; strategic decisions in hospitality operations. Measuring and Managing Customer Satisfaction; Quality attributes, managing customer expectations, quality management frameworks and awards, managing and service recovery; Ethical operations and Corporate Social Responsibility within hospitality Sustainable Operations, Environmental Management and Regulations; key drivers and challenges within the Hospitality sector; 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:" Critically evaluate the structure of various operating systems in use in the hospitality sector and understand the nature and differences of such systems" Demonstrate a critical understanding of the role of performance objectives of operations." Demonstrate a critical understanding of the methodology and stages of service/product design and main issues involved in the design of processes;" Demonstrate knowledge and critical understanding of the main issues involved in capacity and resource management;" Demonstrate understanding of environmental management best practice and regulations in the hospitality sector;" Demonstrate critical awareness of current issues impacting on operations and service management in the hospitality sector.

Teaching / Learning Strategy

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 hospitality industry, as well as create awareness of environmental management practices and regulations. This module will be delivered as lectures and seminars and GCU Learn will act as a platform to provide further support for learning. This platform will network lectures, seminars, case studies and industry/practical sessions. The lectures aim to develop an understanding of theories, tools and techniques relating to operations and environmental management. Seminar discussions aim to provide a supportive learning environment that help consolidate and deepen student learning by engaging in critical discussion with their peers, sharing experiences, testing out ideas and getting feedback on level of understanding. Seminar activities will revolve around discussion of case studies and management exercises that enable students to apply tools and techniques to solve problems relating to operations and service management. The coursework for this module will encompass two types of assignment. First, students will work in groups to resolve a problem. Assessed coursework will consist in a group presentation as well as a reflective individual report to reinforce personal learning and development through this exercise. Second, students will visit a hospitality or tourism business and will be required to critique certain operations and/or environmental management practices and offer recommendations to improve their efficiency and sustainability. GSBS will continue to use the advancement of GCU Learn as a blended learning tool through its teaching and learning as well as through engagement with students. GSBS will ensure that all modules are GCU Learn 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 3 working weeks of submission.

Indicative Reading

-567 Books and articles: Cousins J, Foskett D and Pennington (2011) Food and Beverage Management, 3 rd ed. Goodfellow Davis B, Lockwood A, Pantelidis I and Alcott P (2012) Food and beverage management, 5 th ed. Routledge deBlanc Goldblatt S (2011) The Complete Guide to Greener Meetings and Events. John Wiley & Sons Fitzsimmons JA and Fitzsimmons MJ (2004) Service Management. McGraw-Hill. Foskett D and Paskins P (2011) The Theory of Hospitality and Catering, 12 th ed. Hodder Education Heppell M (2010) Five Star Service: How to Deliver Exceptional Customer Service, 2 nd ed. Pearson Business Hill A and Hill T (2011) Essential Operations Management. Palgrave MacMillan International Tourism Partnership , Mycock S and Baker C (2008) Environmental Management for Hotels: The Industry Guide to Sustainable Operation, 3 rd ed. International Tourism Partnership Johnston R and Clark J (2008) Service Operations Management. Prentice Hall Jones and Robinson (2012) Operations Management. Oxford Press Jones P, Kirk DD and Lockwood A (2003) Hospitality Operations, 2 nd ed. Cengage Learning EMEA Jones U and Newton S (1997) Hospitality and Catering: A Closer Look. Cassell Jrajewski LJ, Ritzman LP and Malhotra MK (2013) Operations Management, 10 th ed. Pearson. Oakland JS (2003) Total Quality Management. Butterworth-Heinemann. Reid D and Sanders R (2012) Operations Management. Slack N et al (2010) Operations and Process Management: Principles and Practice for Strategic Impact. Prentice Hall. Slack N, Chambers S and Johnston R (2010) Operations Management. Prentice Hall. Sloan P, Legrand W and Chen JS (2012) Sustainability in the Hospitality Industry: Principles of Sustainable Operations. Routledge. Sturman MC, Corgel JB and Verma R (2011) The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice. John Wiley & Sons Wood RC (2013) Key Concepts in Hospitality Management. SAGE Publications Ltd -567 Journals: Corporate social-responsibility and environmental management Discussion paper in tourism and hospitality 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 Journal of hospitality financial management The Service Industries Journal Tourism and hospitality management

Transferrable Skills

By the end of this module students should have gained competence in the following key areas: -360b7 Self management: planning, time management, critical self-reflection and self-evaluation of experience and learning b7 Communication skills: written, oral and aural communication skills; b7 Research and literature search skills Critical thinking and problem solving

Module Structure

Activity Total Hours
Seminars (FT) 12.00
Assessment (FT) 50.00
Independent Learning (FT) 12.00
Independent Learning (FT) 102.00
Lectures (FT) 24.00

Assessment Methods

Component Duration Weighting Threshold Description
Course Work 01 n/a 40.00 35% Portfolio: Group Presentation (15 minutes) and 500 word individual reflection
Course Work 02 n/a 60.00 35% Individual Report 2500 words