Chapter 1
Understanding Service Operation Management in Tourism
Dr. Pipin Noviati Sadikin S.S., S.PWK., M.M
Objectives:
To understand the definition of Service Operation Management
(SOM) in Tourism in the context of tourism and the importance of
applying Service Operation
Management (SOM) in Tourism for a
better tourism experience.
Definition of Service
Operation Management
Service Operations Management refers to the field of management focused on the design, implementation, and oversight of service delivery systems.
It involves managing the processes, resources, and activities required to deliver high-quality services efficiently and effectively.
Unlike manufacturing, where the focus is on
producing physical products, service operations
management deals with intangible outputs, such as
experiences and interactions, which are central to
the service industry.
Basic Concepts of
Service Operations Management
1. Intangibility 2. Inseparability 3. Heterogeneity 4. Perishability 5. Service Quality 6. Service Process
7. Customer Experience 8. Capacity Management 9. Service Blueprinting
10.Supply Chain Management in Services
Definition of Service Operation Management
Service Operations Management in Tourism refers to the systematic design, planning, execution, and oversight of all operational activities involved in delivering tourism- related services.
It encompasses managing the processes, resources, and interactions that contribute to creating positive
experiences for tourists.
This field focuses on optimizing the efficiency and effectiveness of service delivery within the tourism
sector, which includes areas such as hospitality, travel,
and leisure services
1. Service Design and Delivery:
o
Definition: Involves creating and organizing tourism services, such as accommodation, transportation, and tour experiences, to meet customer expectations and enhance their overall
experience.
o
Example: Designing a unique tour package that includes guided tours, local cultural experiences, and personalized services.
2. Process Management:
o
Definition: Managing the sequence of activities involved in providing tourism services, from booking to the actual travel experience, ensuring smooth operations and efficient delivery.
o
Example: Streamlining the booking process for a hotel to reduce wait times and improve customer satisfaction.
Key Aspects of Service Operations Management
In Tourism
3. Resource Management:
3. Definition: Efficiently utilizing human, technological, and physical resources to deliver tourism services. This includes staffing, technology, and facilities management.
4. Example: Scheduling hotel staff shifts to ensure adequate coverage during peak seasons.
4. Quality Assurance:
3. Definition: Ensuring that the tourism services meet or exceed established quality standards, which involves monitoring service performance and addressing any issues that arise.
4. Example: Implementing a feedback system for tourists to rate their experiences and using this data to make improvements.
5. Customer Experience Management:
3. Definition: Enhancing the overall experience of tourists by managing
interactions and ensuring that services are delivered in a way that meets or exceeds their expectations.
4. Example: Personalizing travel itineraries based on customer preferences and feedback.
6. Capacity and Demand Management:
6. Definition: Balancing the capacity of tourism services with fluctuating demand to avoid overbooking or underutilization.
7. Example: Adjusting room availability and pricing strategies during peak tourist seasons.
7. Technology Integration:
6. Definition: Leveraging technology to improve service delivery, streamline operations, and enhance the customer experience.
7. Example: Using a mobile app for seamless check-in and check-out processes at hotels.
8. Sustainability and Ethical Practices:
6. Definition: Incorporating sustainable practices and ethical considerations into service operations to minimize environmental impact and promote social responsibility.
7. Example: Implementing eco-friendly practices in hotel operations and supporting local communities through tourism.
9. Crisis and Risk Management:
9.
Definition: Preparing for and managing unexpected events or disruptions that can affect tourism services, such as natural disasters, health crises, or political instability.
10.
Example: Developing contingency plans for natural disasters that might impact travel destinations.
10. Service Innovation:
9.
Definition: Continuously developing and introducing new or improved services to meet changing customer needs and stay competitive in the tourism market.
10.
Example: Introducing virtual reality tours to provide
immersive experiences for potential travelers.
In summary, Service Operations Management in tourism involves
overseeing and improving all aspects of service delivery to ensure that tourists receive high-quality experiences that
meet their expectations while optimizing
operational efficiency and effectiveness.
Terima Kasih
Kontak: 0812121594 (WA) (sementara 08111123360)
Email: [email protected] Informasi kontak untuk pertanyaan
lebih lanjut.
