Operations Management in the Hotel Industry

This assignment delves into the crucial role of operations management within the hotel industry. It emphasizes the importance of optimizing staff performance, ensuring high levels of customer satisfaction, and complying with UK government regulations. The text also highlights the significance of implementing energy-efficient practices to minimize environmental impact and operational costs.

Assignment

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Assessing the roles and responsibilities as a facilities manager towards your staff............1
1.2 Evaluating the responsibilities the facilities manager has for operational aspects of
building.......................................................................................................................................2
1.3 Responsibilities the facilities manager has towards customers using the facility.................2
1.4 Impact on facilities operations of employers and/or funding agencies.................................3
TASK 2............................................................................................................................................4
2.1 Assessing UK statutory regulations that affect facilities operations....................................4
2.2 The health, safety and environmental measures that are implemented by UK Hotel...........4
2.3 The documentation required to account for compliance with statutory regulations and
health, safety and environmental issues in the UK.....................................................................4
TASK 3............................................................................................................................................4
3.1 Develop effective system for information processing and maintain communication...........4
3.2 System needed to support effective building management...................................................5
4.1 Evaluate quality and effectiveness of facilities operations...................................................5
4.2 Implement evaluation and review procedures.......................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
In modern era, facilities manager of a hotel carries various sort of responsibilities where
he/she have to look into different aspects through which they development of Hotel can be done
in an appropriate sense (Su and Wang, 2012). It is very much required for this hotels in today's
world to build up their services and then keep on make modifications onto them so that to sustain
at marketplace of United Kingdom for a longer period of time. Golden Star Hotel which is
located in London has been taken under this assignment. On the other hand, report will include
various things like: responsibilities that facility manager carries in regards to customers,
employees and operations and customers. Along with this, it will also show some rules and
regulations that are related to health and safety, environmental and many more. After that,
assessment will put light on various control systems through which business can be done by
hotel in an appropriate sense through which benefits can be gained while doing business at
marketplace of UK.
TASK 1
1.1 Assessing the roles and responsibilities as a facilities manager towards your staff
The facility manager is described as the person who is having the overall responsibility
for the operations at Golden Star Hotel. The person is the head who is responsible for the facility
operations. The major responsibilities of facilities Managers are evaluated below as:
 Smooth management and Operations: There should be adequate staff members recruited
for performing the business activities. Facility manager should ensure that there are
adequate budget are developed at the beginning of the year so that adequate people can
be recruited for performing business operations. There should be no grievance among the
employees thus it will not affect their productivity and they will effectively serve all the
customers (Martinez, Stapleton and Van Wassenhove, 2011).
 Clear of Role and Job Descriptions: All the employees should be clear about the type of
job which had to be performed by them and their profiles. This helps in ensuring smooth
business operations thus firms will attain success in their operations.
 Employee engagement programmes and welfare activities: The facility manager should
ensure that all the employees are involved in the activity which are organised by the
Managers this helps in taking effective decision for Hotels. This is an important factor as
1

it results in identifying the new ideas by which hotels trading operations can be
performed according to their budgets.
 Training and development: Facility manger should organise training and development
programmes in order to enhance skill of employees so they will achieve success in their
operations. This is also beneficial in order to develop standard operating process and
functions linked with Golden Star hotel operations
1.2 Evaluating the responsibilities the facilities manager has for operational aspects of building
Facility Manager is responsible for performing all business operations in planned ways at
Golden Star hotel. The responsibility of manger is evaluated below as:
a. Accessibility: Facility mangers should ensure that there should be proper designing of the
building in which the hotel operations will be carried out. There should be new and
innovative technologies implemented in order ti perform Golden Star operations.
b. Maintenance and Repair: This is the major responsibility of facility manager that they
should focus on maintaining all the accessories which are used in operations, all the
machinery should be repaired from time to time so they will work effectively and the
outputs generated will satisfy customers (Langabeer and Helton, 2015).
c. Mechanical and Electrical Systems: Facility Manager should ensure there are proper
electricity system installed in the building in order to minimise the chances of accidents
and there should be fire extinguishers in the building in order to remove future accidents.
d. Refurbishment and Security: Manger should ensure that the products and machines which
are damaged should be replaced so this will not affect their business operations.
1.3 Responsibilities the facilities manager has towards customers using the facility
It has been located that hospitality sector is filled with many responsibilities which needs
to be taken care by managers and leaders of different hotels so that better serving can be done of
services that are being offered by hotels in an appropriate manner. On the other hand, in context
of present report, facility manager of Golden Star Hotel needs to look into different aspects that
are related to operations and along with this, it is very much required for manager of this hotel to
develop strategies which is related to customers in order to serve them in much better way. In
this context, some of responsibilities manager related to users are given beneath:
Customer Needs – Managers should keep on updating their services of Golden Star Hotel
and with the help of this, benefits can be gained in much effective and efficient manner. Service
2

management is something through which benefits can be gained by hotels which also aid in
attaining all the goals and objectives as if customer's need are getting fulfilled it is may be
possible that they may grab good position in short period of time at marketplace of London.
Providing customer care – A facilities manager's another responsibility is to hit their
targets and this can be done through keeping up the interest of customers on products and
services that are being offered by hotel (Lewis and Brown, 2012). In context of Golden Star
Hotel it is required for them to deliver appropriate services right on time.
Information and advice monitoring sales and bookings – Monitoring sales and bookings
are being considered as two best approaches that may aid in developing their products and
services as well.
Maintaining communication systems and databases – Databases are being considered as
the best approach through which Golden Star Hotel can keep information of consumers in much
effective and in appropriate manner.
With the help of this, Golden Star Hotel which is located in London can give high
experience to their consumers. Along with this, long term relations with customers can also be
made in an appropriate manner.
1.4 Impact on facilities operations of employers and/or funding agencies
Facilities operations : It has been investigated that offices activities conveys a differing
impact and can put affect on managers alongside on business firms also. Subsequently, it is
especially required for business firms in The financing organizations will likewise stay fulfilled
as to no illicit procedures and cash must be given with a specific end goal to keep the lodging
activities to be in live state in all the ways. Golden Star hotel tasks will help in keeping a control
on the general activities and the work process of the administrations and the tasks that are
running or occurring in the lodging (Pärn, Edwards and Sing, 2017). Local authorities: It has been analysed that if organisation is not paying all the loan
which has been taken by them it is may be possible that local authorities may black list
them.
 Funding partnerships: Plan of action, limber funding enables all the function which may
aid running business of Golden Star Hotel can be considered as the best approach which
may put positive impact on development of business.
3

Henceforth, it is much necessary for Golden Star hotel to develop products and services
through using their own funds that they already have rather than taking unnecessary loans. Along
with this, it is very much required for them to develop their products and services in an
appropriate sense so that funds can be raised (Love and et. al., 2014).
TASK 2
2.1 Assessing UK statutory regulations that affect facilities operations
Done in PPT
2.2 The health, safety and environmental measures that are implemented by UK Hotel.
Done in PPT
2.3 The documentation required to account for compliance with statutory regulations and health,
safety and environmental issues in the UK
Done in PPT
TASK 3
3.1 Develop effective system for information processing and maintain communication
Offices supervisor require to outline framework and utilize proper apparatuses and
procedures to convey things and administrations in as per needs and needs of individuals. Golden
Star Hotel has low market position and offer, so seniors require to make fitting change and
changes in framework to give quality things to voyagers.
Administration data framework idea is utilized by offices supervisor of Golden Star Hotel
executes meeting, gathering and sessions to give fitting data to individuals about obligations and
undertakings required to be performed by them. Along this, email and message are utilized by
seniors to keep up association with clients by giving them data about bundles and administrations
(Schönsleben, 2016).
Execution administration framework is likewise utilized by offices chief of Golden Star
Hotel to examine capacities of individuals; subsequently direct classes to enhance their abilities.
Along these lines, representatives give quality and fast administrations to guests. This assistance
firm to enhance showcase picture and altruism in regard to different inns.
4

3.2 System needed to support effective building management
Under the Golden Star Hotel, offices director plan framework and give viable foundation
to voyagers. It is fundamental that administration execute fitting apparatuses and innovations
which are without peril and don't impacts on labourer's life (Nielsen and et. al., 2015). Golden
Star Hotel even require to have proper foundation and advances which assist seniors with
constructing great relations with clients and individuals. Fire caution framework is inserted in
framework to give secure and safe workplace to individuals and customers. On the other hand,
CCTV is utilized by administration to keep check and screen framework.
This assistance administration of Golden Star Hotel to look at work of staff and do what
needs to be done exercises are executed successfully. Official embedded propelled types of gear
and advancements in framework to oversee exercises and convey things in regard to requests of
individuals.
Programmed tasks and support framework is executed in framework to sort out exercises
and give fitting foundation in lodging. This assistance Golden Star Hotel to improve advertise
position and notoriety by making it prevalent than contenders.
4.1 Evaluate quality and effectiveness of facilities operations
It has been analysed that facilities managers of Golden Star Hotel have made many
standards which are considered and are related to measure execution that has been done by hotel
in previous years. Through this, benefits can be gained along with quality can also be developed
as well in an appropriate sense. Cordial reception section also consist with high number of
hotels, restaurants and other firms that are doing business at both domestic and international
level (Hillier, 2012).
Therefore, it is very much required for management to develop a proper designed system
that are related to functions through which benefits can be gained in an appropriate sense. Apart
from this, goals, aims and other important things can be implement along with standards and
through this, management of Golden Star Hotel can grab good position at marketplace of United
Kingdom.
It is mandatory for this hotel to have high talented employees so that they can help this
hotel to present quality goods in short period of time to clients.
5

4.2 Implement evaluation and review procedures
Offices administrator require to have finish and exact data about framework usefulness
and economic situations. This assistance Golden Star Hotel to give suitable things and
administrations to voyagers to draw in them by giving them satisfactory offices.
Activities and upkeep proactive agenda is figured by administration of Golden Star Hotel
to determine data about types of gear, apparatuses and machines to convey quality things and
administrations to clients. Along this, clients record is kept up by lodging to convenient give
them data about bundles and administration intend to catch eye. This likewise encourages seniors
to take input from guests to recognize their requests and necessities. This advantage inn to plan
framework and give things in as per needs of individuals (.Rondeau, Brown and Lapides, 2012).
Examination of preparing to envision capacities of workers to have finish information
about nature of things and administrations that are conveyed to clients. This assistance offices
supervisor to roll out improvements in framework and lead meeting to advise colleagues about
requirements and needs of individuals.
CONCLUSION
From above mentioned report, it is being concluded that hotel's operations needs to be
properly managed if company is looking forward to expand their business. On the other hand, it
is vital for hotels to keep on developing their own standards which are related to operating
procedures. Along with this, it is being analysed that a facility manager stays responsible for for
many things like developing interest of staff members on their work along with delivering high
satisfaction to customers high in numbers as well. Away with this, there are some laws as well
which has been made by government of United Kingdom that needs to be properly understood
and implement them on hotel so that benefits can be gained right on time and through this
business can get run in a legalised manner.
6

REFERENCES
Books and Journals
Su, W. and Wang, J., 2012. Energy management systems in microgrid operations. The Electricity
Journal, 25(8), pp.45-60.
Martinez, A.J.P., Stapleton, O. and Van Wassenhove, L.N., 2011. Field vehicle fleet
management in humanitarian operations: a case-based approach. Journal of Operations
Management, 29(5), pp.404-421.
Langabeer, J.R. and Helton, J., 2015. Health care operations management. Jones & Bartlett
Publishers.
Lewis, M.A. and Brown, A.D., 2012. How different is professional service operations
management?. Journal of Operations Management, 30(1-2), pp.1-11.
Pärn, E.A., Edwards, D.J. and Sing, M.C.P., 2017. The building information modelling trajectory
in facilities management: A review. Automation in Construction, 75, pp.45-55.
Love, P.E., Matthews, J., Simpson, I., Hill, A. and Olatunji, O.A., 2014. A benefits realization
management building information modeling framework for asset owners. Automation in
construction, 37, pp.1-10.
Schönsleben, P., 2016. Integral logistics management: operations and supply chain management
within and across companies. CRC Press.
Nielsen, S.E., Chambers, C. and Farr, J., CertusView Tech LLC, 2015. Methods and apparatus
for analyzing locate and marking operations with respect to facilities maps. U.S. Patent
9,208,458.
Hillier, F.S., 2012. Introduction to operations research. Tata McGraw-Hill Education.
Rondeau, E.P., Brown, R.K. and Lapides, P.D., 2012. Facility management. John Wiley & Sons.
Wright, T.S. and Wilton, H., 2012. Facilities management directors’ conceptualizations of
sustainability in higher education. Journal of Cleaner Production, 31, pp.118-125.
Drohomeretski, E., Gouvea da Costa, S.E., Pinheiro de Lima, E. and Garbuio, P.A.D.R., 2014.
Lean, Six Sigma and Lean Six Sigma: an analysis based on operations
strategy. International Journal of Production Research, 52(3), pp.804-824.
7