MGT2012 Service and Operations Management
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Subject of Management
Service and Operations Management, MGT2012
For several years Glasgow has been chosen to host a range of different major international events, many of them associated with sport . These included the 2014 Commonwealth Games and the inaugural 2018 European Sports Championships. These brought in athletes and spectators from a wide range of different nations. During these events the city demonstrated that it was capable of hosting major events. It’s biggest event to-date came to Glasgow November 2021 when it hosted COP26. This brought with it many operations challenges. These included the major challenge of accommodation. With world leaders from around the globe, government officials, lobbying organizations and representatives of many different people’s and interest groups, it was necessary to house delegates within and outwith Glasgow. The price of hotel rooms in Glasgow increased significantly for the period of COP26 and some visitors chose to stay in other towns and cities, notably Edinburgh . But even with delegates able to travel more accommodation was required to house people like the security staff and police officers drafted in to ensure that a major event during a pandemic would be safe.
One of the solutions to the limited accommodation was to bring in two large cruise ships to house workers from the event. The Fair Isle (capacity 1152 sleeping cabins with a total of 3644 beds); and the Unst (727 sleeping cabins with a total 2172 beds) both moored at points on the Clyde to enable that workers could use a gangway to get onto land and aboard buses to get them to the conference sit.
For the duration of the conference the crews on board the ships needed to ensure that those working at the conference are fed with appetising nutritious meals, and that there are no major delays in getting people fed and moving them on and off the ships so that they could get to the conference site on time to carry out their role in the conference. They also needed to ensure that common areas of the ships were kept clean – particularly important for a major event being held during a global pandemic – and to provide laundry services to those staying aboard the ship.
As the planning for the use of the ships to accommodate COP26 workers progressed, Rowan Aith, the catering manager on board the Unst had a number of things to
consider before the first guests arrived. Rown had a relatively generous budget for feeding the delegates, but it had to be used to deliver meals for people with a wide range of dietary requirements, including catering for kosher, halal, pescatarian, vegetarian and vegan dietary requirements. There were also three guests with nut allergies, which meant that care must be taken to ensure that their food contained no traces of nuts. The shift patterns worked by those staying as guests on the Unst meant that there would be peaks in demand for meals, and the 24-hour shift pattern of the guests meant that it would not be possible to rely on their being breakfast, and dinner being at the same time for all guests (guests would require lunch only on days off, which would mean only a very small number of people requiring lunch): no-one wants dinner when they get up out of bed to start a night shift.
When used as a cruise ship Unst operates with a self-service cafeteria for breakfast and lunch, but has a table service for dinner, with passengers allocated to three different dining times in four different restaurants with table service. However, with the need to cope with feeding people working different shifts and the fact that they are not paying for a five-star cruise experience, Rowan wondered whether to move to a cafeteria-style only service for all meals or whether to stay with one table service meal for those staying on Unst. This move away from table service might simplify the process, but what would it do to queues?
2022-07-18