Organizational Citizenship Behavior and Employee Performance

This assignment delves into the connection between organizational citizenship behavior (OCB) and employee performance, using a case study of outstanding cooperatives in East Java Province, Indonesia. The research aims to identify how OCB affects innovative work behavior and turnover intentions, with a focus on the mediating role of work engagement. The study also examines the influence of servant leadership, active participation, and organizational culture on OCB and employee performance.

FACILITATING
OPERATION
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Responsibilities of the facilities managers for staff engaged in facilities operation.............3
1.2 Responsibilities that facilities' manager has for operational aspects of the building............4
1.3 Responsibilities that facilities' manager has towards customers using the facility...............4
1.4 Impact on facilities operations of employers and/or funding agencies.................................5
TASK 2............................................................................................................................................6
Covered in PPT...........................................................................................................................6
TASK 3............................................................................................................................................6
3.1 Develop and deploy effective system for processing information and maintaining
communication............................................................................................................................6
3.2 Control system required for effective facilities operations...................................................6
3.3 System needed by a facility's manager to support effective building management.............7
TASK 4............................................................................................................................................8
4.1 Criteria to evaluate the quality and effectiveness of facilities operations.............................8
4.2 Analyse the quality and effectiveness of facilities operation................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
In an organisation, for achieving the determined objectives, management has to focus on
high qualities of facilities and services. With the help of systematic operation management, firm
can be able to improve customer satisfaction and meet their requirements by delivering
impressive services. Facilities operation management is one of the strategic areas of a business
through which quality of operations and services can easily get improved. The current report
outlined the quality and effectiveness of facilities operation with respect to hospitality industry.
The roles and responsibilities of facilities manager regarding operational aspect has also been
discussed in this report.
TASK 1
1.1 Responsibilities of the facilities managers for staff engaged in facilities operation
Hilton hotel is the global brand that has more than 570 Hilton hotels and resorts in 85
countries. It has one aim i.e. to deliver excellent quality of facilities and services regarding
accommodation and others as well as to become number one brand in the world.
Facilities management is a professional management discipline considered upon the
efficient and effective delivery of support services for organisations that it serve. It is a kind of
function that integrates people, place and process in order to improve the quality of services and
facilities within business organisation (Park and el.at., 2014). Facility management offers scope
in the sector of hotels, hospital, township, shopping malls, property management, etc. It is very
important for general management to understand their responsibilities regarding facilities
management and operations so that it can effectively address the objectives of business. For
achieving this objective, facilities manager of Hilton hotel has great responsibilities regarding
facilities management, operations and its scope. Responsibilities of the facilities' manager for
staff engaged in facilities operations are discussed as below-
 Facilities manager of Hilton hotel has great responsibility to maintain high quality of
facilities and services within business. He/she should check and monitor employees
working and performance at regular basis so that excellent quality of facilities can be
delivered to customers.

 Facilities manager has to conduct employee’s engagement and welfare activities within
the organisation through which subordinates can effectively motivate and encourage for
higher performance and productivity (Iqbal and Sharma, 2012).
 Training and development is another great responsibility of facilities manager by which
of quality of services, facilities and operations of business can be improved. With the
help of training, manager can provide opportunity to personnel’s for improving
personality and professionalism.
1.2 Responsibilities that facilities' manager has for operational aspects of the building
In the hotel, facility manager is person who has to focus on various operations and
facilities regarding hotel operations. Following are various responsibilities of the facility
manager with respect to operational aspects: Auditing- Facilities manager of Hilton hotel should conduct external as well as internal
legal and statutory audits at regular basis so that appropriate outcomes can be obtained. Building management and operation- This is another responsibility of facilities manager
towards operation aspect under which he/she has to focus on the legal and statutory
requirements. With the help of legislation and regulatory function, manager of hotel can
securely carry out business functions and activities (Ghosh, 2015). Refurbishment and security- Facilities manager of Hilton hotel has responsibility to
renew the certificate and licenses of all kinds of business operations, activities and
procedure within hotel operations. He has to make sure that all licences and certificate
should be renewed on timely basis.
 Mechanical and electrical system- He/she has to ensure that all electronic and
mechanical systems are arranged and managed in an appropriate manner. All machinery
and technological devices should regularly be updated and monitored by facilities
manager.
1.3 Responsibilities that facilities' manager has towards customers using the facility
Customer plays a crucial role in the hotel through which growth and progress of business
is possible. High customer satisfaction helps company to achieve determined objectives.
Facilities manager of Hilton hotel has several responsibilities towards customers which are
discussed as below:

 Provide customer care- This is the great responsibility of facilities manager towards
customers in which he/she has to focus on actual demands and requirements of customers
regarding products and services within hotel (Agarwal and et.al., 2012). Manager has to
understand the queries of guests and support them by resolving same in an effective and
appropriate manner. Sales and booking- Facilities manager has the responsibility to provide facility of
booking to customers (Harwiki, 2013). On the demand of customers, manager has to
book their hotel in room. In addition to this, he must provide correct information to
customers regarding facilities and services within hotel.
 Maintain effective communication and connectivity- Facilities manager in Hilton hotel
should maintain communication and connectivity with guests so that they can identify
their reviews and feedback regarding existing services. Healthy customer relationship
management assists organization in increasing profitability and productivity so manager
has to develop heaths relationship with buyers.
1.4 Impact on facilities operations of employers and/or funding agencies
Funding agencies are those administrative unit which deliver capital to business entity for
running its business operations. They assist organization in various pilot projects and research.
There are various kinds of funding agencies that can help Hilton hotel in facilitating operation.
Funding agencies and organization are major players that can help to organization in great
extent. Funding agencies assist to organization by provide fund and meet their financial
requirements. With help of this fund, corporation can expand its business and enhance quality
and effectiveness of services (Khan, Asghar and Zaheer, 2014). By help of this financial
resources and funding, organization can purchase new infrastructure and technologies by which
level of business can easily improve. If organization are able to meet the requirement o funding
agencies then that financial institution get dissatisfied with operation of Hilton hotel. In this
condition Hilton hotel may get fail to operate and carry out smooth business operation. In
addition to this, due to this situation profitability of business can also affect. In that situation,
decision of business and, logistics can take by employer (Bonanni and Cafazzo, 2014). If
employer do not take sound decision then quality of product and services get decline and
profitability of business can negatively influence. Thus, it is very important for organization to

make effective relationship with funding agencies and utilize this fund in important activities of
business.
TASK 2
Covered in PPT
TASK 3
3.1 Develop and deploy effective system for processing information and maintaining
communication
In the hotel interaction and communication among various functional department is very
significant by which day to day operation and facilities can conduct in effective manner. There
should proper communication and interaction among customers and staff member so as each and
every information can effectively deliver to customer and they can satisfy (Mahembe and
Engelbrecht, 2014). There are various sources of communication and interaction among hotels
such as E-mail, telephones, internet, social media etc. It is very important for hotel to use
impressive sources of communication and interaction so as they can effectively transfer their
information and message. In addition to this, management information system and performance
management systems are those sources and platforms that help to organisation in improving
communication and interaction among the customers and organisation. By helps of effective
communication system and information processing source, Hilton hotel manager can identify
actual demand and requirement of customer and deliver them services accordingly. In addition to
this, corporation can develop healthy and effective relationship with customers with help of
communication system.
3.2 Control system required for effective facilities operations
The control system within the hospitality sector also plays a very crucial role by which
organisation can easily deliver high quality of facilities and services to customers and enhance
profitability and productivity of business enterprise. In the Hilton hotel, there are various kinds
of control system that can install within the hotel for provide effective facility's operation. These
control system are discussed below-
Budgeting- With help of proper budgeting, Hilton hotel can maintain and control expenditure of
business. There are several statements and sources to maintain and prepare proper budgeting
(Randeree and Chaudhry, 2012). This will aid to Hilton hotel in forecast the future expenditure
and existing requirement of finance within business unit.

Accounting and auditing- This is the area wherein the budgets and the financial are checked,
audited and controlled. It is another major important control system that helps to organisation in
maintain all expenditure, profit, loss, income, outcome etc.
Operation and management procedure and controls- In this aspect includes several
approaches and method of operation management. With help of various approaches of operation
management, Hilton hotel can improve quality of services and eliminate additional wastages and
cost from operation and production procedure.
3.3 System needed by a facility's manager to support effective building management
In the Hilton hotel, for effective building management, Facility manager have to focus on
several systems which are discussed below- Fire alarm system- This is the system that helps to Hilton Hotel in fire and emergency
issue that can occur in the building of hotel (Ghosh, 2015). This is very significant
system that helps to organisation in secure its business from emergency cases and fire.
This would develop as a fire check and evacuation program. Plumbing system- This is another one of the important system in the building
management that provide water and other sanitary related services to organisation. CCTV monitoring system- This is another one of the significant system in the building
management that helps in observation and monitoring activities within Hotel. CCTV
monitoring system helps to keep track the performance of employees and activities of
various customers (Harwiki,2013). This system also helps in keep record the activities
and incidents that happens within hotel.
 Engineering system- In the hotel, engineering systems helps to take care of various
equipment and machines in order to improve performance and productivity of business.
With help of several machines and equipments, Hilton hotel can easily manage its
operation in effective and efficient manner.
TASK 4
4.1 Criteria to evaluate the quality and effectiveness of facilities operations
Facilities operation within Hotel helps to business in address determined objective. It is
very important for facility manager to set the criteria that help in evaluate the quality and
effectiveness of the facilities' operation. Following are some criteria that help to evaluate quality
and effectiveness of facilities operation-

Setting the target, objective and plan- In order to evaluate the quality and effectiveness of
facility operation, facility manager of Hilton hotel should design the target, objective and plan.
With help of specific aim, objective and target, organisation can evaluate the quality and
effectiveness of the facility's operation (Hatch and Cunliffe 2013). It is very important for
management to focus on the aim of facility operation so s it can improve its quality.
Implementation of training and development program for staff working- Once the aim
and target of the quality and effectiveness of facilities operation in the next stage, company
required to organise training and development program for its employees. The quality of
business can improve by help of hard work of employees. If company have skilled and talented
staff member then it becomes easily to improve effectiveness and quality of operation of
business (Hogan and Coote, 2014). This, in this stage manager should conduct training and
development program so as it can improve skill, ability, talent and quality of workers at
workplace. In addition to this, organisation can also use the approaches and methods of operation
management for improve quality of business activities and services.
Monitoring- Once the program is organised at workplace then in the next stage facility manager
focus on the monitoring and controlling aspect. In this stage, facility manager check and monitor
the improvement among workforce regarding their performance and operation.
4.2 Analyse the quality and effectiveness of facilities operation
As per the above discussion it as been analysed that in the Hilton hotel, effective
evaluation of quality and effectiveness of operation facilities is very important for address the
business objective. In the absence of systematic evaluation it is quite difficult for facility
manager to focus on the objective of business. As discussed that Hilton hotel's facility manager
can implement the systematic procedure for improve the quality and effectiveness of facilities
operation (Hsu, 2014). In addition to this, by implement this systematic procedure for evaluation,
facility manager can easily improve the quality of services and effectiveness of business. With
help of this, organisation can provide opportunity to employees for their growth and progress.
Thus, this will also help them in motivate for higher performance. With help of this above
process of evaluation of quality and effectiveness of facilities operation, manager can eliminate
the wastage and enhance the facilities and services of hotel through which customer satisfaction
and profitability of business can improve.

CONCLUSION
From this entire report it has been concluded that there are several kinds of sources that
help to improve the quality of facilities and services. In the Hilton hotel, facility manager should
implement several legislations and regulations regarding health and safety at workplace by which
customer can get secure services and facilities from organisation.

REFERENCES
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