This course provides students with basic techniques and tools to analyze and improve operational capabilities of a hospitality organization. Emphasis is placed on key topics in areas of (1) Operations Strategy, (2) Process and Service Design, (3) Process Improvement, (4) Quality Management, (5) Managing Capacity and Demand, (6) Queuing Models, (7) Forecasting, (8) Project Management, and (9) the use of spreadsheets in modeling and solving operations problems. 2 credits.