CONTEMPORARY HOSPITALITY OPERATIONS MANAGEMENT - 2023/4

Module Overview

This module provides a synthesis of employability in operations management, with a particular focus on key current innovations, through the introduction of concepts and frameworks drawn from the operations management and hospitality operations literature. It aims to enhance and develop students abilities to draw on theoretical knowledge and innovative approaches within industry to addressing current challenges within international hospitality operations. By exploring key concerns for senior operations managers, the module seeks to provide students an understanding of current challenges around digital and cultural influences as well as sustainability concerns that impact the design and delivery of international hospitality operations.

Module provider

Surrey Hospitality & Tourism 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

Module Availability

Semester 2

Prerequisites / Co-requisites

None

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 technology and sustainability


• Innovations in operations management


• Managing the key result areas

Assessment pattern

Alternative Assessment

N/A

Assessment Strategy

The assessment strategy is designed to provide students with the opportunity to demonstrate:

• The aptitude to relate theories of operations management to practice in hospitality companies


• The ability to critically analyse and evaluate the management of key result areas, their role and performance within hospitality companies


• An understanding of key challenges in managing hospitality operations and provide innovative solutions that suit current business needs

Thus, the summative assessment for this module consists of:

• A 3000 word report that critically evaluates relevant theories and their application across the various key results areas towards managing contemporary hospitality operations 

Formative assessment and Feedback

Students will discuss case studies focusing on the different Key Result Areas in relation to the lecture topic each week. The case studies will help them to apply theoretical knowledge to practice and support the development of their report. Feedback in the formative classroom discussions will also help students to critically evaluate theoretical frameworks and their suitability to contemporary hospitality operations. As we go through the teaching weeks, students will be given the opportunity to work on the structure and the various sections of their report and receive formative feedback, which will help in preparing the individual report. Due to the holistic nature of the framework, the assignment cannot be submitted until the end of the module.

Module aims

• Identify the key result areas (KRAs) that underpin operations management of hospitality units
• Analyse how each of these KRAs are managed through theory and examples of traditional and innovative approaches across the hospitality sectors
• Integrate the management of KRAs into a successful operations strategy for operations across the international hospitality industry
• Explore current trends and innovative solutions around technology, culture, sustainability and their impact on operational challenges in managing hospitality operations
• Equip students with the necessary skill sets including subject know how and professional competences including resourcefulness and resilience to enhance their employability in hospitality operations

Learning outcomes

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 discussions of real hospitality operations. This will be supported by a chapter in the recommended text and additional SurreyLearn materials (handouts, weblinks, Powerpoints etc.).

The learning and teaching methods include:

• Lectures


• Discussions


• Online discussion


• Guest Letcures

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.

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

https://readinglists.surrey.ac.uk
Upon accessing the reading list, please search for the module using the module code: MAN3231

Other information

This module aligns with the five pillars of the Surrey Curriculum Framework and builds on the learnings from the first and second year on understanding service delivery and operations analyses. It also complements the Strategic Analyses module in the second term that moves on from operational management to organizational management, It further reinforces professional skills in critical thinking, writing and evaluation of knowledge to prepare the final year students towards employment.

Digital capabilities: The module will support students to develop digital capabilities through the use of the Virtual Learning Platform, SurreyLearn, as well as use online library resources, reports and trade publications, analyse innovative digital technologies that are needed to manage operations including employee apps and workforce scheduling software. Students will also be working together on creating an online presentation and will be using a of variety meeting and presentation software for their assessment.

Employability: The module will support professional and personal skills development by relating the weekly topics that look at managing different areas of operations to career aspirations and will be bringing in Guest Speakers across the module to talk about their own career experiences, and in some cases provide mentoring opportunities. Seminar sessions will provide an opportunity for students to engage in debates, discussions, presentations, critical thinking, etc, and will provide safe spaces for students to reflect on their career re skills and ways in which they could develop and achieve their goals. The group assessment is designed to further develop professional and personal skills, with the marking criteria reflecting the same.

Global and cultural capabilities: The module will be using a wide range of examples from operations around the world. It will include well known international brands as well as regional players to discuss each area of operations. A diverse range of guest speakers will bring in their own intersectional experiences. And the module will benefit from the students who have experienced placement in different organisations and countries around the world. The module will be checked for inclusiveness and cultural diversity across content and reading lists.

Resourcefulness and resilience: The module content and in particular the assessment, are centered around resourcefulness and resilience. Students are expected to look at real world operations, identify key challenges and provide useful solutions. They would need to be resourceful in analysing organisations and resilient in working as a team to achieve their goals.

Sustainability: Sustainability would be a running theme when considering the management of the different areas of operations. Students will consider sustainable ways of managing the key result areas and identify best practices globally. The module will also use innovative examples of sustainable management techniques with operations management.

Programmes this module appears in

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 2023/4 academic year.