Ateneo - UPO

The course will cover the following topics: Business organization and the business system. Main types of tourism enterprises. Organizational theories. Strategy within the organizational system. Organization of business processes. Information systems and customer relationships. Management processes and operational mechanisms in customer- and quality-oriented tourism organizations. Key features of organizational structure. Classical organizational structure models in tourism enterprises. Operating systems and leadership styles. Human resource management. Managing staff and collaborators in hospitality structures.

Candiotto R., Sistemi informativi integrati per i servizi turistici, Giappichelli, Torino, 2023. Varra L. Elementi di progettazione, processi e modelli organizzativi nelle imprese turistiche”, FrancoAngeli, 20016. Material uploaded to DIR and/or distributed in the classroom.

1.Knowledge and understanding. By the end of the course, students will be able to identify the characteristics of organizational systems in companies operating in the tourism sector; appreciate the benefits of proper human resource management in the tourism sector; recognize new professional roles aimed at creating value for the customer; identify the characteristics of information systems supporting companies operating in the tourism sector; appreciate the benefits of using ICT in the tourism sector; recognize the impact of technologies on business management oriented towards creating customer value; evaluate the opportunities offered by technologies in managerial processes and performance evaluation that characterize the tourism sector; grasp the potential of digital technologies. 2.Ability to apply knowledge and understanding. The knowledge acquired will be essential for concretely designing organizational structures typical of management in the tourism sector and for effectively using information systems to carry out typical management activities in the tourism sector. This will also facilitate the acquisition of abilities to: manage business information with a systemic approach; optimize the information flows that characterize the tourism sector; exploit digital technologies to increase the competitiveness of the company. 3.Autonomy of judgment. The course will enable students to: express independent and informed judgments on the conditions of efficiency and effectiveness of organizational systems; guide tourism management to an effective and efficient use of human resources for performance improvement; express independent and informed judgments on the conditions of efficiency and effectiveness of company information systems; guide tourism management to an effective and efficient use of company information assets for performance improvement. The use of productivity tools and ERP systems for carrying out typical management activities will facilitate the development of critical analysis skills about the best ways to achieve business objectives. 4.Communication skills. Students will acquire the technical language and the skills necessary to promote and spread, within operational realities, the use of human resource management tools, organizational design tools, and productivity software and integrated information systems. Students will develop communication skills by identifying solutions to business cases working in teams. 5.Learning skills. Students, having acquired the methodological foundations and an adequate theoretical background, will be able to suitably develop continuous self-learning. Moreover, the teaching method will encourage the critical analysis of the peculiarities that characterize business information flows and the use of the most appropriate interpretative tools to understand and manage business realities in the tourism sector.

Students can effectively attend lessons with an appropriate knowledge of Business Administration principles.

Traditional lectures (both frontal and participatory) will be alternated with case study analyses (suitable for group work and guided discussions) and enriched by guest talks from business professionals. In particular: 1. Knowledge acquisition: through lectures and independent study by students, based on the course materials. During the course, selected industry professionals will be invited to share their practical experiences with the class. 2. Application of knowledge: through in-class exercises and practical activities carried out during the course. 3. Development of independent judgment: students will be encouraged to identify optimal organizational solutions and/or to represent them visually. 4. Acquisition of technical language: the meaning and use of key terminology commonly adopted in tourism enterprises will be explained during the course. 5. Development of learning skills: each topic will be introduced starting from a business problem, considering the internal organizational context and the external environment. Students will be guided in the critical analysis of alternative solutions. Moreover, the methodological rigor and theoretical knowledge acquired will support continuous self-directed learning and the critical use of tools for managing business processes and interpreting data and information flows.

Course attendance is facultative. Students with physical disabilities, Learning Disabilities or Special Education Needs can request speciec services and tools via the Staff Sviluppo e Coordinamento Carriere e Servizi alle Studentesse e agli Studenti, consulting the University webpage: https://www.uniupo.it/en/services/servicesstudentsphysical-or- learning-disabilities Students with disabilities, learning disabilities or special education needs, once they have contacted the University Staff, can refer to the tutor in charge of the course to deene the examination modalities, concerning academic aspects.

Written exam. The exam consists of open-ended questions designed to assess whether the student has acquired, understood, and is able to analyze theoretical models. Students will have 60 minutes to answer four open-ended questions (7.5 points each). The assessment criteria are as follows: Knowledge and understanding: assessed through open-ended questions. Applying knowledge and understanding: assessed through exercises. Independent judgment: assessed through open-ended questions. Communication skills: assessed through open-ended questions. Learning skills: assessed through exercises, including those carried out during the course.

Business organization and the business system. Main types of tourism enterprises. Classical organizational theories. The management system: environment, strategy, and technology. Organization and representation of business processes. The role of information in business management. Business process management and integrated information systems. Information systems for customer relationship management (CRM). Information systems for strategic management. Management processes and operational mechanisms in customer- and quality-oriented tourism organizations. External communication processes. Social influence processes: leadership, employee engagement, and motivation policies. Organizational development processes. Key features of organizational structure. Classical organizational models (functional, modified functional, matrix, etc.) in tourism enterprises. Business organization, human resource management, professional roles, and the value chain in accommodation facilities. Business organization, human resource management, professional roles, and the value chain in travel agencies. Business organization, human resource management, professional roles, and the value chain in tour operators.

By the end of the course, students will be able to: 1)Develop personal and interpersonal skills to improve individual performance within tourism organizations; 2)Evaluate the opportunities offered by Information Technology in the tourism sector and effectively use productivity software and integrated information systems to collect, organize, and analyze data in line with business needs; 3) Assess the benefits of implementing an effective organizational structure in the tourism industry.