Operations Management A Case Study of a Hotel - VEA

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Operations Management – A Case Study of a Hotel Suggested Student Responses Before Viewing the Program 1. Define the following terms: a) Goods Products that are tangible can be stored for later use and the consumption can occur separately from the purchase. b) Inputs The resources that are necessary to make the product. c) Operations Management The task of managing the process that transforms resources into finished goods and/or services. d) Outputs The finished products (either goods or services) that result when inputs have been processed. e) Processes The actions performed on the inputs to transform them into finished products. f) Productivity The amount of output per worker or set of resources per period of time. g) Services Products that are intangible, they cannot be stored and the consumption usually occurs with the purchase, meaning that the consumer is involved directly. - 8 - © Video Education Australasia Pty Ltd 2009 Reproducing these teacher notes You may download and print one copy of these teacher notes from our website for your reference. Further copying or printing must be reported to CAL as per the Copyright Act 1968.
Operations Management – A Case Study of a Hotel While Viewing the Program 1. List two inputs. Inputs may include: furniture, linen, electricity, water, employees, fruit, vegies and meats for the kitchens, computers. 2. Name two processes Processes include: cleaning rooms, making reservations, checking guests in and out of the hotel, room service delivery, organising functions. 3. Name one output of a hotel. Outputs include the provision of the guest rooms, the food served in the restaurants, the provision of facilities for functions and conferences. 4. Why is the layout of facilities important in a hotel? Facilities need to enhance efficiency in a hotel. For this reason the public areas, such as the lobby, need to be easily accessed by guests and reception must be near the entrance. The loading bays must be close to where the most frequently ordered stock needs to be placed. In hotels this is near the kitchens and cool fridge areas. 5. What is a Master Production Schedule used for? The MPS forecasts sales and business activity, allowing a Materials Requirement Plan to be generated which will outline the resources that are required for the next time period. 6. How do hotels ensure they keep their star ratings? Hotels conduct regular internal quality checks and acquire feedback from customers to ensure that they keep their star ratings. 7. How can technology assist with quality checks? Online questionnaires allow guests to provide feedback on the quality of the hotel. 8. Explain the importance of storage, as part of the facilities design and layout, for a hotel. The kitchens in hotels order a great deal of perishable stock, therefore the storage system is essential to ensure that stock is kept in fridges, freezers or store cupboards that will prolong its usable condition. Wasted stock equals lost money in a business. 9. Why is it important to establish good relationships with suppliers as part of materials management? If there is a good relationship with suppliers, then the quality of the goods or services can be guaranteed, they will meet unusual demands (such as the rock lobster example in the program), and lead times can be minimal. 10. What is a par level? A par level refers to the minimum quantity of each item that hotel needs to have in stock at all times. 11. List two things the Executive Housekeeper Suzie Kelly checks to ensure that quality standards are maintained. Any two of the following would be correct: Suzie Kelly checks that the laundry is washing and ironing guests’ laundry properly, towels and sheets are properly laundered, there is no mould or body hair in the bathroom, the mirrors and toilets are clean, the beds are made properly, the guest rooms are set up properly and the glasses and mugs are all clean. - 9 - © Video Education Australasia Pty Ltd 2009 Reproducing these teacher notes You may download and print one copy of these teacher notes from our website for your reference. Further copying or printing must be reported to CAL as per the Copyright Act 1968.
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