Abstract
This paper defines the term "operations management" and explains how this type of management came about. It talks about how operations management, at one time applied only to products, now applies to services as well. This change has allowed the tourism and hospitality industries to rely on operations management, even though its original concept of derived from production environments. The paper goes on to discuss the way operations management is utilized in the tourism and hospitality industries and why it is so important to these industries. The case of Marriott International is used to illustrate the points made by the paper.

From the Paper
"During the 20th century, management was considered to be the domain of those at the top of the company making decisions and strategizing for the short and long term. With the emergence of the scientific management school of Frederick Taylor and Henry Ford, a new breed of managers became dominant in organizations. Over the years, the trend changed to give rise to a new school of management that would allow the top management to oversee the staffs while they are working as well as resolve problems and issues on the spot. The basic premise had been to allow decision makers to interact with staffs in their day to day activity and be able to fully realize the implication of their decisions."

Tags:frederick, taylor, henry, ford, service, sector, hotels, reengineering, processes, enterprise, resource, plans, supply, chain, management

Abstract
This paper defines operations management as the design, operation, and improvement of the systems that create and deliver the firm's primary products and services; the tourism or hospitality industry utilizes operations management techniques to increase efficiency. The author points out that operations management has become important in the hospitality industry because organizations in this sector are largely dependent on per-unit cost incurred and the resultant profit margins. The paper states that operations strategies may include reengineering processes, integration of better equipments, installation of electronic means of operations, enterprise resource plans, or simply revising the organizational operations strategy, such as supply chain management.

From the Paper
"A survey of the work environment at the different hotels indicate that operations constitute of management of occupancy; assessment of profitability based on current client traffic as well as from future traffic; it is about the management of the inventory through controlled monitoring; but most importantly it is about the management of the staffs who make the whole service process possible. Thus operations management in the hospitality industry put more emphasis on the relationship of the staff with the management and the clients. The correlation between is high as they are the variable that ultimately lead them to the achievement of organizational objectives."

Tags:marriot, allocation, margins, unit-cost, resources

Abstract
This paper emphasizes the importance of integrating business strategy and human resource management and then identifies three different aspects of their integration. The paper goes on to look at how the integration of business strategy and human resource management applies to the hospitality industry and looks at the different strategies that have been used in this industry.

From the Paper
"The practices of people management have received additional importance due to the present emphasis on the renewed interest in human resources. Traditionally, there has always been a dividing line between operational managers and personnel managers who are now called human resource managers. In the United States the function of personnel management has been a recognized function since the National Cash Register Company had opened their personnel office in the 1890s. The American personnel managers have always closely identified themselves with the objectives of the organization and this may be considered as a unitary tradition. With this tradition, it was natural that Human Resources Management emerged in a very smooth manner. Some of us had however felt that personnel management also insisted on being called as human resources management by some companies was not really a relevant management function and served only to throttle the natural flair, initiative and creativity of the people. (The Independent, 12 May, 1994)."

Tags:national, cash, register, company, staff, senior, executives, succesful, operation, competetive, advantage

Abstract
This paper evaluates how expectations are created and explains the dominant approaches used for measuring customer expectations in industry. It specifically examines how customer expectations are managed in the hospitably industry and assesses how customer satisfaction measurement approaches are specifically applied to the hospitality industry.

Table of Contents:
Introduction
How Expectations Are Formed
Nature and Characteristics of Expectations
Measurement of Customers' Expectations
Customer Expectations in the Hospitality Industry
Measurement of Customer's Expectations in the Hospitality Industry
Summary

From the Paper
"Fourth, hospitality providers who compete primarily for business travelers must concentrate on creating a more concerted, cohesive strategy to attain customer satisfaction and loyalty first, over using price or promotion to attract and retain customers (Zolkiewski, Lewis, Yuan, Yuan, 2007). This specific segment is price-insensitive given the fact the majority of their expenses are paid by their companies. The use of SERVQUAL is critical for finding the gaps in performance and expectations over time in this primary and most profitable segment in the hospitality industry."

Tags:promotion, price, services, product

Abstract
This paper presents a case study of two fictional hospitals. The paper expalins that Trying Hard Memorial Hospital and Do It Right Medical Center attempted to develop a Total Quality Management (TQM) program that would alter the management of their respective companies. In relation to Trying Hard Memorial Hospital the commitment to the success of the program was minimal, as the program was ultimately cast aside when other concerns arose. Yet, in the case of Do It Right Medical Center, the TQM program continues to thrive because of planning, a commitment by management to ensure success of the program and the support of the program by all workers within the organization.

From the Paper
"Trying Hard Memorial Hospital and Do It Right Medical Center attempted to develop a Total Quality Management (TQM) program that would alter the management of their respective companies. In relation to Trying Hard Memorial Hospital the commitment to the success of the program was minimal, as the program was ultimately cast aside when other concerns arose. Yet, in the case of Do It Right Medical Center, the TQM program continues to thrive because of planning, a commitment by management to ensure success of the program and the support of the program by all workers within the organization ..."

Tags:CQI, TGM, nursing, administration

Abstract
The paper considers the outlook for project managers in the hospitality industry, how to increase one's opportunities, technological considerations and possible responsibilities.

From the Paper
"The hospitality industry encompasses all of the functions that occur at properties large and small, whether the property serves budget transient travelers or is an exclusive luxury resort. Project management is becoming increasingly important in this industry and this research considers the opportunities and technology that await hospitality project managers. Project managers can work in a variety of areas within the hospitality industry. They may oversee the opening of entirely new properties..."

Tags:hospitality industry, project management

Abstract
The paper discusses how in the hospitality industry, customer satisfaction is the key to success, and thus the role of the front-desk agent is vital in keeping irate or dissatisfied customers not only happy, but loyal. The paper discusses how front-desk agents may be accused of disorganization and rudeness, but emphasizes how those who go through a quality training program and are kept in check by established policies and rules will be sure to excel in their position. The paper stresses the benefits of customer satisfaction and shows how important it is for the human resource management to place the proper employees in this position.

Outline:
Human Resource Management in the Hospitality Industry
The Front Desk Agent and Customer Satisfaction
The Problems Created by Negative Customer Service
The Benefits of Customer Satisfaction and Human Resources Efficiency
Human Resources' Establishment of Rules Towards Customer Satisfaction
The Benefits of Customer Satisfaction by the Successful Front-Desk Agent
Conclusion

From the Paper
"When choosing employees in any industry, it is important to choose those who seem predisposed to the work required of them, and also willing and able to learn and be trained to tailor-fit the position. In the hospitality industry, the satisfaction of the customer is to be taken into greatest consideration, as it is they that provide the revenue stream from the services and products delivered. The role of front-desk agent is an intermediary between the business of the hospitality industry, and the end user, the customer, working directly with the customer in representation of the company, effectively serving as the face of the company. Considering that the front-desk agent represents the company, it is of the utmost importance that their behavior and attitudes are reflective of those established by the company. It is the duty of the Human Resource department to implement policies and procedures to ensure that this is accomplished."

Tags:human, resource, management, employees, training, policies

Abstract
This paper discusses the importance of positive business relationships within management in the hospitality sector. It argues that the quality and grade of a hospitality sector business can be determined by the level of professionalism operating it. The paper then discusses five aspects that are detrimentally involved with the overall business objectives of a particular establishment within the food hospitality sector. It discusses how these factor contribute to high employee turnover. Finally, the paper discusses methods to increase customer bases.

Table of Contents:
Introduction and Overview
Distinguished Aspects of Detrimental Involvement
Proposed Measures of Modification and Implementation

From the Paper
"The previous strategy for increasing repeat customers is an example of keeping the edge with competition. As many restaurant and other hospitality establishments are beginning to propose such rewards to their patrons, the demand for these programs becomes all-apparent as a necessity for keeping up with the competition. Other non-incurring cost approaches can be taken as well to maintain awareness of the competition. This can be done by simply keeping track of the competitor's advertising locations, apparent objectives within the advertising, and other means by which they extend their exposure. Maintaining record of this through the next year will help to gain an edge that could gradually assist the exposure of this establishment. Matching the prices listed within the advertising done by competitors is another simple way of staying in the game. These types of approaches will eliminate the concern of losing patrons to the competition, which allows for more focus to be directed in the avenues where higher potential can be obtained."

Tags:competition, marketing, turn-over, customers

Abstract
This paper focuses its analysis on the treatment of pain, or oligoanalgesia, in the setting of hospital emergency rooms. The paper explains that pain is a complex neurobiological problem that involves the nervou, cognitive, and emotional systems, and its highly subjective nature makes its assessment and management a complex problem. The paper notes that multimodal or combinational therapy is found to be the most effective in providing relief from acute pain. The paper opines that analgesia should be given a high priority in the ED setting. The paper also discusses pseudo addiction, and how it often leads to under treatment of chronic pain. The paper concludes that there is enough research evidence to suggest that a framework for pain management should be formulated and implemented in all hospital emergency departments, which would definitely reduce patient waiting time and improve pain management outcome.

Outline:
Abstract
Introduction
Pathology of Pain
Psychology of Pain
Chronic Pain in the ED
Training for Acute Pain Management
Addictive Personality and Pseudo Addiction
Treatment Modality
Conclusion
References

From the Paper
"One of the major issues revolving around pain care medication is the possibility of abuse. While in most cases patients are under treated there is also a significant percentage of emergency department visits by patients who have developed an addiction to opiate analgesics and other synthetic drugs. On the other hand over suspicion and interrogation may lead to oligonalgesia leaving the patient under treated and highly dissatisfied. Identifying this drug seeking behavior from genuine patients is a big problem for the physician. However, it is necessary that the patient presenting to the ED be screened for possible drug abuse and provided substance abuse treatment. A 1996 research by Rocket et.al involved an extensive study of patients in Tennessee emergency departments. The study observed that while 23% of these patients were identified as requiring substance abuse treatment only 1% was clinically documented for alcohol or drug related problems. This shows the underreported and largely ignored nature of substance abuse problem and the largely unmet treatment requirement for substance abuse. A subsequent study by the same author analyzed the cost effects of providing abuse related treatment in the ED. It was found that Tennessee patients with unmet substance abuse treatment incurred an addition of 777 million dollars to the ED treatment costs. It was concluded that the cost of ED screening and treatment of substance abuse would be more than compensated by the cost savings resulting from the decrease in the frequency of visits to ED. [11]"

Tags:oligoanalgesia, relief, analgesia

Abstract
This paper examines the problems of nursing errors in hospitals and how to manage them appropriately. The basis for these errors are discussed at length and include the following:insufficient training, equipment malfunction, lack of guidelines, understaffing, poor communication, inappropriate judgment, medication errors and documentation errors. The paper focuses on the nurses' perspective of these errors.

From the Paper
"Research findings show that errors continue to be a problem in hospitals. (Dunn) For example common causes of errors include human errors due to insufficient training, equipment malfunction, lack of guidelines regarding procedures and policies. Problems include understaffing, poor communication, inappropriate judgment, medication errors and documentation errors. Nurses are among the staff that makes human errors in hospitals and these errors range from minor to serious. (Dunn) Performance management in hospitals therefore includes adequate management of nurse performance."

Tags:hospitals, nurses, guidelines, human errors, understaffing, medication