Table of Contents INTRODUCTION...........................................................................................................................1 TASK 1............................................................................................................................................1 1.1: Assessment of responsibility of facilities manager in The Montcalm Hotel..................1 1.2: Responsibility that facilities manager has for operational aspects..................................2 1.3: Assessing the responsibility towards customers.............................................................3 1.4: Impacts of facilities operation of employees and funding agencies................................3 TASK 2............................................................................................................................................4 Covered in Ppt.......................................................................................................................4 TASK 3............................................................................................................................................4 3.1 Development for processing information and maintaining communications...................4 3.2 Identify the control systems required for effective facilities operations.........................5 3.3Discussthesystemsneededbyafacilitiesmanagertosupporteffectivebuilding management............................................................................................................................5 4.1 Criteria for evaluation of quality and effectiveness of facilities operations....................6 4.2 Procedures to analyse the quality and effectiveness of facilities operations....................6 CONCLUSION...............................................................................................................................7 REFERENCES................................................................................................................................8
INTRODUCTION Facilities operation management is one of the vital aspects within any hospitality sector. All the services offered to their guest and customer must of superior quality that will assist them in attaining maximum growth opportunity in near future time. This would be helpful for every staff member or employees to attain a sustainable comparative benefits in the market. In case, if business would not be able to determine expected facilities to their guest then, they would not return to that particular hotel next time. In this report, a completed discussion about assessing the responsibilities of facilities manager for staff associated with delivering services to βThe Montcalm Hotelβ. Apart from this, responsibilities of facilities manager in operational aspect of building effective image in front of customer are discussed under the project. statutory regulation thatareaffectingthefacilitiesarementionedeffectively(WidenerandHorner,2011). development of effective system for processing data and maintain communication is also examining in this report. TASK 1 1.1: Assessment of responsibility of facilities manager inThe Montcalm Hotel. In every field, it is essential for the manager to make necessary arrangement that assist organization to attain their set goal in allotted time period. Hospital sectors is the more attracting and crucial segment that provided maximum contribution to national economy. In accordance to earn more hotels and other tour company working hard to deliver more effective outcomes to the company. Definition: Facilities managers is a kind of job that is held responsible for making sure that every services must meet the essential needs of an individual that are working together. They are accountable for services such as cleaning, security, parking and many more so the environment must be suitable to work properly (Hui, Zhang and Zheng, 2013). Scope of facilities manager: ο·Space & infrastructure: It is basically related with planning, design and maintenance of rooms and other furniture that are related with The Montcalm Hotel. ο·People and organization: It consists of catering, cleaning, accounting, accommodation and marketing of that are helpful for the company in generating healthier outcomes to an organization. Role of facilities manager: 1
They are liable for various important role to provide services to guest of the hotel. There are wide number of staffβs involvement in facilities operation. The primary responsibility is to manage the engaged works or team to deliver best facilities to their clients. The quality must be reviewed and provide quick feedback if anything occurs unexpectedly. Manager of βThe Montcalm Hotelβ are very much aware about the quality of services. The staffs have to clean each and every rooms of the hotel at two time in a day. The dust cannot be their within the room before the guest check-in to that particular room. Manager of Montcalm always understand about safeties and healthful cuisine deliver to the customers. 1.2: Responsibility that facilities manager has for operational aspects It is utmost vital for the manager to monitor and control all facilities in context to operational level within an organization. In accordance to deal with such kind of analysis, the facilities manager must toward their work. There are number of responsibilities they need to follow within The Montcalm Hotel to build operation aspects in an organization such as: οAccessibility: It is one of the crucial responsibility of manager to check the final quality of operational employees within the hotel (Tang and Zhou, 2012). The quality of staffs in The Montcalm Hotel is more significant. They used to insure that every services must be check before delivering it to the customer. οMaintenance and repair: It is the one which is more significant in terms of earning more reliable outcomes in near future time. If the customer cannot be able to get reliable services of facilities from βThe Montcalm Hotelβ, they will not return to the hotel further. So they need to maintain healthy relation with them by offering certain benefits to staffs. οMechanical and electrical system: There are various rules and regulation that are followed by facilities manager of βThe Montcalm Hotelβ. The services can contribute to overall noise level within the internal areas of hotel. All the electronic locking systems or other devices must be checked at operations level. οRefurbishmentandsecurity:AwidenumberofemployeesworkwithinβThe MontcalmHotelβsuchasclearingstaffs,housekeepingemployeesandchefetc. Servicing and renovation of older or damaged kit to bring it to a workable or better condition. Fire alarm and lift of the hotel must be analyzing regularly. 2
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1.3: Assessing the responsibility towards customers In every areas of services sectors, it is essential to determine all those factors that are associated with the customers. The maximum customers are visiting to any hotels can lead to earn maximum revenue or grow at faster rate. The facilities manager operating in services sectors is held responsible for maintain healthy relations with their clients. Some specific responsibilities followed within The Montcalm Hotel are mentioned underneath: οCustomer care:It is one of the crucial factors for every hotel. The primary motive of customer is to get reliable and economic cost from The Montcalm Hotel. The manager ensure that they would get satisfactorily services in all segments. οCustomer satisfaction and expectation: Another vital aspects of manager to satisfy their customer by offering them effective facilities in the form of cuisine, accommodation and other facilities (Afshar and Haghani, 2012). The Montcalm Hotel always check facilities or services before delivering it to the customer. οAdvice monitoring sales and booking: It is the primary aim of manager to make proper suggestion to their customer so that their time and cost can be saved. It is highly recommended in most of the hotels to check total sales and booking of customers on regular basis. οCompleted information: It has been observed that every day The Montcalm Hotel gets new guest. The facilities are also different but the existing customer can retain in only those condition in case they are getting relaxation in fare or rooms, entertainment facilities, Wi-Fi or other services. The manager need to provide all specific information about facilities and services that are delivered by the hotel to them. οMaintainingcommunicationsystem:Itisessentialforthemanagertokeep communication with their guest on regular basis. Maintain a consistent level of guest services. The Montcalm Hotel used to be more accessible to their guest all the time. 1.4: Impacts of facilities operation of employees and funding agencies Funds are consist to be the major element for each business enterprises as it is effective in managing all organisational operations in effective and efficient manner. The major purpose of each small as well as large business enterprise is to attaining higher growth and profitability within the market place. Montcalm is a private hotel industry which is significantly concern on providing luxury services to their significant customers and clients. Funding agencies has a 3
significant impact on the facilities and operations of the hotel company. Funding agencies are effective in providing financial services to the business firms. TheMontcalm hotel taking help from the funding agencies just to run their business operations at large scale. The major aim of public hotel is to providing convenience services to their potential users the working of public hotels are managed by thetrusteesor higher authorities(Alexander, 2013). Ownersare concerned on making appropriate collaboration with public funding agencies as to enhancing the operations of the firm. Private organisations are also focused on building effective image in the mind set of people as to generating huge amount of profit and revenue. Private firms are taking funding facilities form the private banks and agencies as to effectively conducting their operations and function. TASK 2 Covered in Ppt TASK 3 3.1 Development for processing information and maintaining communications Communication is consist to be the most essential element which plays vast role in managing all business operations and activities in effective manner. In an organisation manager isresponsible for maintaining appropriate flowof information and communication asto conducting all busies activities in systematic manner. In the modern business era organisations are concern on implementing an effective communication process as to building an effective working environment in which people can work with more coordination and collaboration. Montcalm hotel is widely concern on adopting a good communication channel as to attaining significant goals and objectives in appropriate manner (Krajewski, Ritzman and Malhotra, 2015). ManagerofMontcalmhotelissignificantlyconcernonbringingeffectivenessinthe organisational operations through using appropriate communication tools like telephones, walkie talkies in respect to interact and communicate with each department of the from. As a private hotelMontcalm hotel is widely concern on developing their operations at wide scale as to attaining growth and success. Effective communication is necessary for all business organisations in respect to accomplishing organisational targets through the appropriate coordination and collaboration of employees.Montcalm hotel use management information system and performance management system as to maintaining the appropriate flow of data and information.These systems are effective in keeping appropriate data in regards to employee, 4
customers, hotel as well as employee performance, which will assist HR manager to manage their records. 3.2 Identify the control systems required for effective facilities operations The potential aim of service industry is to providing effective and high quality services to their significant customers in respect to retain them for long run of business operations. As a reputed hotel industryMontcalm hotel is concerned on ensuring their clients for effective facilities and operations and for this firm can use various control systems that are associated as below: Budgeting:This consist to be the predetermined element which is implemented by the higher authority of firm as to maintaining the operations through appropriate utilisation of money. Budgetary plans are created by the higher authority through the collaboration of each department heads as it create value in controlling the expenses which cause higher profitability for firm. Accounting and Auditing:This tool is effective in checking, auditing and evaluating the all financial records or budget of firm. This is appropriate in analysing all the financial information of the firm in effective manner (Drion, Melissen and Wood, 2012). Purchasing and sales:It is necessary forMontcalm hotel to conduct appropriate sales and purchase audit as to maintaining the operations of firm. This helps the firm to enhance their sales activities which create value for firm in attaining higher profitability. 3.3Discussthesystemsneededbyafacilitiesmanagertosupporteffectivebuilding management. In an organisation managers are responsible for all the activities that are held within the work place and it is the major obligation of manager is to enhance the operations and activities of the firm. As to enhancing the efficiency of organisation activities, facility manager in Montcalm hotel can adopt various systems in which some are described as below: Fire Alarm system:Safety and security is consist to be the most essential aspect for each business organization. The major duty of manager is to ensuring their employees about the safety and security. This system is effective in take care of the fire or any other emergency which are related with fire (Nielsen and et al, 2014). The utilization of these systems are helpful in generating alarm which will provide warning to every one. Plumbing system:This framework will deal with all the plumbing related highlights in hotel. This will direct and keep up water supply and other sanitary related procedures working and 5
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working at the hotel facilities consistently. This will likewise maintain a strategic distance from water wastage and different highlights. CCTV and monitoring systems:It is essential for hotel firm to introduce CCTV wherever conceivable so that, nobody can set out to do anything illicit or illegal. Appropriate motioning or observation room ought to be installed and controlled by professionals. 4.1 Criteria for evaluation of quality and effectiveness of facilities operations. The major focused area for each small as well as large business enterprises is to improvise their operations and quality of services in respect to satisfying the needs and wants of customers at market place. As a private hotelMontcalm is concern on providing luxury facilities to their clients as to sustain them for long run of business operations. It is the major obligation of a facility manager to set an appropriate criteria which would analyse the effectiveness of facilies operations at hotel: Setting targets, Objectives and plans:This will monitor distinctive activities, projects and duties that are kept running inside the hotel with the goal that changes needs to be conducted as to enhancing the quality of firm (Price, Pitt and Tucker, 2011). Development of vision and mission:Hotel can create vision and mission statements which will assist representativesand employees to putting their endeavours in right ways. These are the future objectives that a hotel needs to accomplish in future. Development standards for facility:Facility manager can create appropriate norms and methods for better execution of office tasks. 4.2 Procedures to analyse the quality and effectiveness of facilities operations It is important for an organizational manager to audit their strategies with the goal that they can track their real working efficiency. Hotel organization can audit and evaluate training process which are given by association to their potential workers. It is vital for directors or managers to ensure that workers increase the gains from their training process, so for that they can develop better training modules which create value in increasing quality and effectiveness of facilities operations. Hotel industry can create online and additionally offline procedure of feedback from the clients who have used any kind of products and facilities that are offered by theMontcalm hotel. This will assist them with improving their operations and activities in more compelling way (Longo, 2012). It will likewise helps the managers in making awareness about the loopholes, 6
shortcomings and wrong procedures that are followed by the hotel industry. After to knowing this, supervisors or managers should readdress and enhance them consistently as to attaining more opportunities. CONCLUSION As per the above given report it has been concluded that it is required for each services industry to maintain its quality standard as to retaining customers for long term run of business activities. In the modern business era people are very much concern about the quality of services rather then the price so it is the major responsibility of organizational manager to improve their productivity and operations as to satisfying the needs and wants of people at market place. 7
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