BME 1 – Operations Management in Tourism and Hospitality (Week 1 Vocabulary)

A comprehensive set of vocabulary flashcards to reinforce key terms and concepts from Week 1 of BME 1 – Operations Management in Tourism and Hospitality.

Operations Management (OM)

The strategic administration and coordination of processes to produce and deliver services, ensuring optimal guest experiences from reservation to departure.

Hospitality and Tourism Industry

A dynamic, multifaceted sector dedicated to providing travelers with accommodations, food, transportation, recreation, and entertainment worldwide.

Lodging Sector

Industry component that offers accommodations such as luxury resorts, boutique hotels, and bed-and-breakfast establishments.

Food & Beverage Sector

Portion of the industry that delivers culinary experiences, ranging from fine-dining restaurants to street-food vendors.

Recreation & Entertainment Sector

Services that add vibrancy to trips, including concerts, theme parks, museums, and cultural attractions.

Travel & Transportation Sector

The lifeline that connects destinations through airlines, cruise ships, railways, and car-rental services.

Intangibility

Characteristic of hospitality services that cannot be touched or seen before consumption, making quality assurance challenging.

Inseparability

The simultaneous production and consumption of a service, requiring real-time feedback and swift problem resolution.

Variability

Service quality depends on who provides it, and when and where it is provided; emphasizes staff training and standardization.

Perishability

Unconsumed services (e.g., empty hotel rooms) cannot be stored, leading to lost revenue and the need for demand forecasting.

Guest-centricity

Strategic focus on meeting and exceeding guest expectations to drive loyalty and positive word-of-mouth.

Operations Manager

Professional who oversees daily operations, staff, budgets, and strategic planning to balance guest satisfaction and profitability.

Daily Operations

Routine supervision of activities such as room readiness, check-ins, and kitchen workflows.

Staff Management

Hiring, training, scheduling, and evaluating employees to ensure consistent service delivery.

Strategic Planning

Aligning operational activities with long-term organizational goals, such as market expansion or new service introduction.

Budgeting

Creating and monitoring financial plans, forecasting revenue, and controlling expenses to maintain profitability.

Standard Operating Procedure (SOP)

Detailed, written instructions that ensure uniformity and consistency in service tasks like room cleaning or food preparation.

Quality Assurance

System of audits, mystery-guest visits, and control checks designed to identify and correct service lapses.

Training Programs

On-the-job and offsite sessions that build employee skills and uphold or elevate service standards.

Workflow Diagram

Visual map of process steps (e.g., guest check-in to check-out) used to spot bottlenecks and improve efficiency.

Lean Management

Process-design technique that minimizes waste while maintaining quality, such as optimizing restaurant inventory.

Best Practices

Proven, industry-accepted methods adopted to meet or exceed competitor performance levels.

Demand Forecasting

Predicting guest inflow for resource planning, especially during peak periods like festivals or holidays.

Resource Allocation

Assigning staff, rooms, or equipment based on predicted demand to meet service levels efficiently.

Dynamic Pricing

Adjusting rates (e.g., airline tickets, hotel rooms) in real time according to demand fluctuations.

Reservation System

Digital platform that lets guests book rooms, tables, or tickets online with real-time availability.

Feedback Platforms

Online tools and surveys that capture guest opinions for service assessment and improvement.

Data Analytics

Examination of guest data—preferences, spending patterns—to personalize services and tailor promotions.

Cultural Influences

Local customs, traditions, and festivals that shape guest expectations and service design.

Economic Factors

Global or local economic conditions that affect travel budgets and tourist behaviors.

Geographic Factors

Natural features, climate, and accessibility that attract tourists to destinations.

Sustainable Tourism

Travel approach emphasizing eco-friendliness and community welfare, popular in destinations like Palawan.

Experiential Travel

Trend where tourists seek immersive, authentic experiences rather than passive sightseeing.

Sports Tourism

Travel motivated by participation in or attendance at sporting events, growing notably in Arab countries.

Hilton Hotels & Resorts

Global hotel chain used as an example of achieving consistent service across more than 100 countries.

Sinulog Festival

Major cultural event in Cebu that drives peak tourist demand and requires meticulous capacity management.

Mystery Guest Visit

Unannounced inspection where evaluators pose as guests to assess service quality objectively.

Capacity Management

Balancing available resources with demand through forecasting, allocation, and dynamic pricing.

Guest Experience

Overall perception of service timeliness, quality, and personalization, directly shaped by operations management.

Continuous Improvement

Ongoing cycle of collecting feedback, analyzing results, and refining processes to enhance guest satisfaction.