The course introduces service operations management and operations research methods appropriate for the casino resort industry. The methods, which are based on principles of scientific management, are applied using examples drawn from common operational situations. The evaluation, design, and management of casino resort service delivery systems through operations management topics from a service perspective. Included are other related topics such as customer satisfaction and managing organizational change. The overriding goal of the class is to provide students with the skills and understanding necessary for decision making using quantitative data. Examples will be drawn exclusively from the casino resort industry and focus on providing excellent customer service and measurement of such delivery systems.pre-rec: CRST 225.