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Focussing on managing the processes that produce or deliver goods and services, hotel management and operations is at the heart of productive and profitable accommodation businesses. With operations management affecting the entire hotel, including the size, quantity, quality, price, profitability and speed of the delivery of services, it is essential that industry leading management processes are embedded within hotel management. As a function, hotel operations management has changed significantly in recent years, in response to advancing technologies; many of which are core to the experience of guests and visitors. Additionally, new concepts such as Total Quality Management and the attainment of national and international awards which serve as benchmarks for the quality of hotel offerings, have greatly affected the management and operations of hotels.

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One of the fundamental differences between the hotel industry and other industries is that the operation systems have an immediate and direct impact upon the customer. Therefore, hotel operations need to be designed, implemented and managed in an approach which places the customer at the centre of managerial efforts; all the systems and initiatives must be designed to provide goods and services where the customer requires them and in response to customer needs.

As noted earlier, advancing technologies in both hardware and software, have provided hotel management with invaluable tools that streamline the operations of the hotel, as well as enable to better satisfy the needs of their customers. Information communication technology has become an integral component of nearly all commercial and other enterprises. Providing a wide range of benefits to a hotel, across a wide range of activities, information communication technologies have impacted upon the area of hotel management and operations in the following areas:
- Information storage capacity
- Processing of large amount of information
- Immediate access to data with advanced search functionality
- Instant response to customer queries
- Real time information on stock, customers, reservations and hotel performance
- Access to data from a variety of onsite and offsite locations
- Reduced staff and administration expenses

At the centre of any business, and its performance, are the managerial and operational procedures and policies which are in place. The more adaptable and systemised these systems are in the business environment, the better the enterprise is able to satisfy consumer demand, respond to trends in the operational environment and increase their bottom line profit results. However, like all businesses within the hospitality and tourism industries, the approach to operations and management are unique to the industry; requiring specialist who have experience and knowledge of implementing tried and tested approaches and innovative hotel management and operation systems that can produce immediate and positive results for your hotel.

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