Module code: MAN3092

Module Overview

This module provides for a synthesis of work in the area of operations management through the introduction of key concepts and frameworks drawn from the operations management and hospitality operations literature. It explores the key concerns of managers who have a senior operations management responsibility within international hospitality concerns and draws on examples and illustrations from all sectors of the industry.

Module provider

Hospitality, Tourism & Events Management

Module Leader

RAMAKRISHNAN Sumeetra (Hosp & Tour)

Number of Credits: 15

ECTS Credits: 7.5

Framework: FHEQ Level 6

Module cap (Maximum number of students): N/A

Overall student workload

Independent Learning Hours: 117

Lecture Hours: 33

Module Availability

Semester 1

Prerequisites / Co-requisites


Module content

Indicative content includes:

  • Operations strategy and service concept

  • Asset management and technology

  • Managing hospitality employees

  • Capacity management

  • Improving productivity

  • Managing income and profitability

  • Delivering service

  • Quality management systems

  • Managing the key result areas

Assessment pattern

Assessment type Unit of assessment Weighting
Coursework INDIVIDUAL REPORT (2,000 WORDS) 50
Coursework GROUP ASSIGNMENT (3,000 WORDS) 50

Alternative Assessment

Group assignment will be replaced by requiring an individual assignment that discusses two different cases and how they should manage 2 out of 7 key result areas.

Assessment Strategy

The assessment strategy is designed to provide students with the opportunity to demonstrate that they can review the operational characteristics and issues facing a range of ‘ideal type business operations and propose appropriate operational policies and approaches to the effective management of these while drawing on the theoretical concepts of hospitality operations management.  The individual report is designed to require students to review the service concept of a restaurant operation through observation and additional research and to assess the extent to which the operation is delivering on this service concept.

Thus, the summative assessment for this module consists of:

  • A group assignment where students, having formatively discussed six ideal type case studies of hospitality operations and how each KRA is managed within them, then produce a 3000 word report to compare and contrast the operations management of two of these case study businesses.  They are given formative feedback on this throughout the semester. 

  • Individual report on the service concept and operation of a restaurant 2000 words

Formative assessment and feedback

Students are placed in groups at the beginning of the semester and discuss the case studies in SurreyLearn each week in relation to the lecture topic of the week.   They will receive weekly feedback on this activity, which then informs the preparation of the report. Due to the holistic nature of the framework, the assignment cannot be submitted until the end of the module. Feedback on the group discussions will also help students prepare for the more theoretical approach in the final examination.

Module aims

  • Identify seven key result areas
  • Explain how each of these are managed
  • Integrate the management of KRAs into a successful operations strategy for operations across the international hospitality industry

Learning outcomes

Attributes Developed
1 Explore the interactions between the various aspects of operations and other management disciplines in hospitality operations KC
2 Evaluate how operations management affects the performance of a hospitality operation and propose solutions for operational problems KC
3 Justify the application of a particular operations strategy to a specific business situation KC

Attributes Developed

C - Cognitive/analytical

K - Subject knowledge

T - Transferable skills

P - Professional/Practical skills

Methods of Teaching / Learning

The learning and teaching strategy is designed to:

Present students with a framework through which they can explore the many facets of operational issues within the international hospitality industry. Each week students will have a lecture/workshop session which will typically include discussion about a video clip of a real life operation.  This will be supported by a chapter in the recommended text and additional SurreyLearn materials (handouts, weblinks, Powerpoints, and etc.). 

The learning and teaching methods include:

  • Lectures

  • Discussions

  • Online discussion fora

  • Visits

Indicated Lecture Hours (which may also include seminars, tutorials, workshops and other contact time) are approximate and may include in-class tests where one or more of these are an assessment on the module. In-class tests are scheduled/organised separately to taught content and will be published on to student personal timetables, where they apply to taken modules, as soon as they are finalised by central administration. This will usually be after the initial publication of the teaching timetable for the relevant semester.

Reading list
Upon accessing the reading list, please search for the module using the module code: MAN3092

Programmes this module appears in

Programme Semester Classification Qualifying conditions
International Hospitality Management BSc (Hons) 1 Compulsory A weighted aggregate mark of 40% is required to pass the module
International Hospitality and Tourism Management BSc (Hons) 1 Compulsory A weighted aggregate mark of 40% is required to pass the module
International Hospitality Management MBus 1 Compulsory A weighted aggregate mark of 40% is required to pass the module

Please note that the information detailed within this record is accurate at the time of publishing and may be subject to change. This record contains information for the most up to date version of the programme / module for the 2019/0 academic year.