The role of work process knowledge in managing facilities.

Abstract

This chapter addresses the issue of work process knowledge in tourism, hospitality and events (THE) facilities. As well as defining the phenomenon, the chapter highlights the importance of work process knowledge in THE facilities, recognizing the organization, the individual and customers as the key drivers. An understanding of work process knowledge has the potential to help THE facility managers and employees to provide better customer service. Conversely, the chapter acknowledges how a lack of understanding can ultimately result in service failure. The chapter then explores factors that affect work process knowledge and how facility managers can develop work process knowledge among their staff. In this respect, the chapter noted the importance of work process knowledge issues concerning communication, flexibility, size and complexity of operations, worker attitudes and seasonality to the effective management of the THE facility.