The book focuses on key aspects of the hospitality management curriculum, research, and practice bringing together leading scholars throughout the world. Each essay examines a theme or functional aspect of hospitality management and offers a critical overview of the principle ideas and issues that have contributed, and continue to contribute, within it.

From the Bottom Up: Operations Management in the Hospitality Industry

From the bottom up: Operations management in the hospitality industry


Production and operations management (POM) is the study of how goods get made and service gets delivered. It is founded on studies of how best to organize factories manufacturing automobiles and other consumer goods. As an academic discipline it is highly applied, to the extent that some have argued that it is almost a-theoretical (Schmenner and Swink, 1998). The applied nature of operations management is further illustrated when applied to the hospitality industry. Very rarely are managers assigned job titles as ‘Operations Managers’. Rather than this generic title, managers with operations responsibility are given specific roles such as Rooms Division Manager, Food and Beverage Manager, Restaurant ...

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