Chapter 1: Introduction to Operations Management in the Hospitality Industry
* Defines operations management and its importance in the hospitality industry.
* Discusses the challenges and opportunities facing hospitality operations.
* Example: Marriott International's focus on optimizing operations to enhance guest experiences.
Chapter 2: Managing Demand and Capacity
* Explores demand forecasting techniques and capacity planning strategies.
* Analyzes overbooking and yield management practices.
* Example: Disney World's use of variable pricing to manage demand.
Chapter 3: Designing and Managing Service Operations
* Discusses service blueprints and service delivery systems.
* Covers quality management and customer satisfaction.
* Example: Ritz-Carlton's "Ladies and Gentlemen Serving Ladies and Gentlemen" philosophy.
Chapter 4: Managing Resources for Operations
* Examines human resource management, including hiring, training, and motivation.
* Analyzes physical resources (e.g., facilities, equipment) and financial resources.
* Example: Airbnb's reliance on a decentralized network of hosts to manage its resources.
Chapter 5: Technology in Hospitality Operations
* Explores the use of technology in guest services, reservations, and property management.
* Discusses the challenges and benefits of digital transformation.
* Example: Hilton Honors' mobile app for seamless guest interactions.
Chapter 6: Sustainable Operations in the Hospitality Industry
* Emphasizes the importance of environmental and social sustainability.
* Discusses energy efficiency, waste reduction, and community engagement.
* Example: AccorHotels' "Planet 21" sustainability program.
Chapter 7: Operations Management in Different Hospitality Sectors
* Analyzes the unique operations of hotels, restaurants, casinos, and other hospitality segments.
* Discusses the challenges and opportunities specific to each sector.
* Example: Caesars Palace's focus on luxury entertainment and gaming operations.
Chapter 8: The Future of Operations Management in the Hospitality Industry
* Explores emerging trends and technologies shaping hospitality operations.
* Discusses artificial intelligence, robotics, and personalized experiences.
* Example: The use of AI-powered chatbots for guest service in Hilton hotels.
