WHAT IS

OPERATIONS
MANAGEMENT?

MARY ANN BUGA

INSTRUCTOR
OPERATIONS MANAGEMENT

OPERATIONS MANAGEMENT IS THE MANAGEMENT OF SYSTEMS OR PROCESSES

THAT CREATE GOODS AND OR PROVIDE SERVICES.

OPERATIONS MANAGEMENT DECISIONS DIRECTLY AFFECT THE SIZE, SHAPE,

QUANTITY, QUALITY, PRICE, PROFITABILITY AND SPEED OF DELIVERY OF THE
OUTPUT OF TRAVEL, TOURISM AND HOSPITALITY ORGANISATIONS, WHETHER AT
THE LUXURY END OF THE MARKET OR A BUDGET PRODUCT OR SERVICE.
OPERATIONS MANAGEMENT

OPERATIONS MANAGEMENT AS A FUNCTION HAS CHANGED SIGNIFICALY IN THE

RECENT YEARS AS A RESULT OF THE INCREASING USE OF NEW TECHNOLOGY
THROUGHOUT THE TRAVEL, TOURISM AND HOSPITALITY.

IT HAS ALSO TAKEN ON BOARD NEW MANAGEMENT CONCEPTS SUCH AS:

TQM- TOTAL QUALITY MANAGEMENT
ISO- INTERNATIONAL ORGANISATION FOR STANDARDISATION
OPERATIONS MANAGEMENT

OPERATIONS MANAGEMENT FUNCTIONS IN TRAVEL, TOURISM AND HOTEL

INDUSTRY INCLUDES A WIDE RANGE OF ACTIVITIES, MANY OF WHICH ARE CORE
TO THE EXPERIENCE OF GUESTS AND VISITORS.
OPERATIONS FUNCTIONS
IN TOURISM AND HOTEL INDUSTRY

THE DISPATCH FUNCTION FOR AN FOOD PRODUCTION UNDER THE

AIRLINE MANAGEMENT OF A CHEF HEAD
OPERATIONS FUNCTIONS
IN TOURISM AND HOTEL INDUSTRY

THE CHECK IN FUNCTION AT AN FAST FOOD RESTAURANT

AIRPORT PRODUCTION AND SERVICE
OPERATIONS FUNCTIONS
IN TOURISM AND HOTEL INDUSTRY

CITY BUS TOURS GUEST TRANSPORT FROM THE

ORGANISATION FOR VISITORS AIRPORT TO THE HOTEL
OPERATIONS FUNCTIONS
IN TOURISM AND HOTEL INDUSTRY

GUEST RECEPTION AND QUEUING AT HANDLING CUSTOMER COMPLAINTS

THE ENTRANCE OF A THEME PARK AT THE AIRPORT
TOURISM AND HOTEL
INDUSTRY SUB-
SECTORS
HOTELS
RESTAURANTS
RETAIL OUTLETS
AIRLINES
TRAVEL AGENTS
TOUR OPERATORS
THEME PARKS
HISTORY OF HOTEL
TECHNOLOGY
– 1894 – The Netherland Hotel, NYC, introduces the first in-room telephones.
– 1910 – Electricity begins to become widely prevalent in hotels.
– 1910 – First hotel in-room bathrooms introduced at The Goring Hotel, London.
– 1927 – The first hotel room radios become available in every guest room
at Hotel Statler, Boston (Boston Park Plaza Hotel).
– 1946 – Westin debuts first guest credit card.
– 1947 – Westin establishes the first hotel reservation system.
– 1947 – The Roosevelt Hotel NYC installs guestroom TVs.
HISTORY OF HOTEL
TECHNOLOGY
– 1958 – Sheraton introduces Reservatron, the first automated electronic
reservation system in hospitality, and the first toll-free reservation phone
number.
– 1966 – InterContinental Hotels & Resorts introduces ice and vending machines
in guest corridors.
– 1969 – Westin is the first chain to implement 24-hour room service.
– 1973 – The Sheraton – Anaheim is the first to offer free in-room movies.
– 1976 – Two Florida hotels are the first to offer HBO in guest rooms. A year
later Showtime and The Movie Channel debuted in hotels as well.
HISTORY OF HOTEL
TECHNOLOGY
– 1983 – Westin is first to offer reservations and checkout using major credit
cards.
– 1983 – VingCard invents the optical electronic key card.
– 1986 – Teledex Corp. introduces the first telephone specifically for hotel
guestrooms.
– 1994 – This year marks the debut of the first online hotel catalog
(Travelweb.com).
– 1994 – The first hotel chains launch websites on the Internet (Hyatt
Hotels and Promus Hotel Corporation).
HISTORY OF HOTEL
TECHNOLOGY
– 1995 – Choice Hotels International and Promus are first to offer guests real-time
access to central reservations. Choice and Holiday Inn are first to introduce
online booking capability.
– 2003 – Hotel WiFi begins a steady increase, as more than 6,000 hotels make it
available to guests.
– 2007 – The release of the iPhone marks a change in views on mobile technology
and apps.
– 2009 – The first mobile hotel app for guest service and operational
enhancements is introduced by Intelity.
HISTORY OF HOTEL
TECHNOLOGY
– 2010 – Apple releases the first iPad, and the first in-room iPad makes an
appearance at The Plaza Hotel in NYC to set new standards for hospitality
technology trend adoption.
– 2012 – Introduction of the first service-enabled hotel brand app by Conrad
Hotels & Resorts, through a partnership with Intelity, begins to change the
industry’s view of mobile technology as a bridge to guests.
– 2016 – The world’s first robot hotel opens in Japan (Henn-na Hotel), furthering
the discussion of automation within hospitality technology.
HISTORY OF HOTEL
TECHNOLOGY
AIRPORT TECHNOLOGY