Table of Contents INTRODUCTION...........................................................................................................................4 TASK 1............................................................................................................................................4 1.1 Responsibilities of the facilities manager for staff engaged in facilities operations........4 1.3 Responsibilities of facility manager towards customers..................................................7 1.4 Impact of facilities operations of employees and funding agencies.................................7 TASK 2............................................................................................................................................8 2.1 Assess the statutory regulations which affect the operation facilities.............................8 2.2 Health, safety and environmental measures which have to be implemented by facility manager..................................................................................................................................8 2.3 Documentation required to account for compliance with statutory regulations and health, safety and environmental measures........................................................................................9 TASK 3..........................................................................................................................................10 3.1Developmentofeffectivesystemsforprocessinginformationandmaintaining communications....................................................................................................................10 3.2 Identify the control systems required for effective facilities operations.......................10 3.3SystemsneededbyfacilitiesmanagerHollandCourtHotelforeffectivebuilding management..........................................................................................................................11 4.1 Evaluate the quality and effectiveness of facilities operations.......................................11 4.2 Procedures to analyze the quality and effectiveness of facilities operations..................12 CONCLUSON...............................................................................................................................12 REFERENCES..............................................................................................................................13
INTRODUCTION Facility operation is the strategic approach that involves managing all of people, process and other related assets that is requisite to carry out the day to day operations of facility. It mainly focus upondeveloping and ensuring efficiency of functions of various businesses from retail stores, hospitals, houses, hotels, commercial facilities, spaces etc. The assignment is based on Holland Court Hotel who has low star ratings as it experience low occupancy due to guest's negative reviews related to cleanliness, maintenanceand small rooms (Sliteen, Boussabaine, and Catarina, 2011). The report will discuss about the responsibilities of a facilities managers towards staff, business operations and customers. It will also evaluate impact of employers or fundingagenciesonfacilitiesoperations.Furthermore,thereportwilldiscussstatutory regulations, various health and environment measures as well as documentation required to account their compliance. Lastly, it will give synopsis about identifying, developing and deployinganeffectivesystemtosupportfacilitiesoperationsmanagementincontextof organisation. TASK 1 1.1 Responsibilities of the facilities manager for staff engaged in facilities operations Facilities operations management can be defined as integration of its people, process and place within the environment with the main purpose to improve the standard of life of individuals and to be efficient in delivering services which they are offering to their customers. It encompasses in it a wide range of activities and services such as maintenance and cleaning, security, catering, health and safety, security, catering etc. that are to be inspected and supervised
FO managerto maintain effectiveness and efficiency of business operations(Abhulimen, Abhulimen Kingsley, 2012). (Source:How Facility Managers Contribute towards Effective FM Model Services, 2018) Scope of Facilities management Facility management consists of two areas: space and structure including planning , designing, construction etc. and firm and people involving hospitality, marketing, catering etc. The scope of FM involves fire safety, security, cleaning and soft services, ground maintenances, health and safety, project management and so on. These activities form key areas of working in a hospitality industry. Duties of facilities manager From storage to physical office space, there are several operations areas that need to be considered and taken care for the smooth running of business operations. A facility manger is an individual who is responsible for taking care of routine maintenance, upgrading facilities, improving and managing these systems to maintain efficiency (Wei, Hong and Alam, 2016). Facilities operations manger of Holland Court Hotel plays crucial role to handle the workforce and to provide them with proper working environment so that they can complete their tasks with best of their capabilities. As Holland Court is facing issues related to lower occupancies, Illustration1:How Facility Managers Contribute towards Effective FM Model Services
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cleanliness and maintenance it is of critical importance for FO manager to redefine their duties and make necessary changes in hotelsoperations and services in order to deal with these issues. Mentioned below are certain responsibility of Facilities operations manager:ï‚·Smooth running of business activities:The FO managers of Holland Court hotel on a daily basis conduct supervision of their employees performance. They provide instructions and guidance to their staff to keep on introducing new working style. This helps in developing proficiency of their employees as well as to bring innovation and creativity in tasks they are performing (Aaltonen and et. al., 2013). ï‚·Clear job description :Another major responsibilities of FO manager of Holland Court Hotels is to assign duties to employees and to communicate them their role in hotel and level of performance expected from them. While delegating responsibilities mangers ensure that task assigned to an individual is as per their capabilities, essential resources are provided to them and time to complete that task fall into their convenient working hours. 1.2 Responsibilities of facilities manager for operational aspects of building Facilities Operations manager of Holland Court Hotel are responsible to take care of number of activities that are related to the hotel property. Mention below are certain prominent responsibilities of facility manager in respect to operational aspect of building:ï‚·Creating plans for repairs and replacements: Management and maintenance go hand in hand. FO managers are responsible for daily checking of requirements for essential repairs and replacements. Also it is duty of FO managers to be proactive in scheduling maintenance and management of tasks that are urgent to be taken care of so that they are least likely to disrupt the hotel's regular operations, its employees and to form any sort of inconvenience to its customers as well. Also, timely renovation and redecoration enhance hotel's ambience that helps in attracting customers (Li and et. al., 2015). ï‚·Developing and handling vendors contracts:FO managers of Holland Court Hotel work closely with vendors to make sure that hotel is having right quality and quantity of resources required to carry out its day to day tasks. Thus, it is the responsibility of FO managers to negotiate with these contractors and to make sure that these contracts are timely fulfilled and completed. This helps in maintaining cordial relations with vendors which ultimately benefits hotel in to get uninterrupted and timely supply of resources.
ï‚·Dealing with issues related to Security:Security forms key area of concern for both customers as well as employee's point of view. Thus, FO manager of Holland Court Hotel ensures proper security and surveillance systems to be maintained and supervised on daily basis to detect any lacking or loopholes. 1.3 Responsibilities of facility manager towards customers Facilities operation man of Holland Court Hotel ensures that its clients are provided with top notch services and facilities. Thus, it becomes responsibility of FO manager of hotel to take utmost care of its guest right by offering them flawless services. As it is seen that Holland Court hotel is facing certain problems related to this aspect it is requisite for managers to redesign their roles as per below mentioned responsibilities: ï‚·Identifying customers needs and desires:The utmost function of facility manger of Holland Court Hotel is to find out about the demands of its clients in order to provide them with different services as per their client's need and requirements. For this, hotel can make use of feedback forms to get to know what extra its clients desires for, what are key area of improvement for hotel and what are the various problems that customers have encountered while availing its services or during their stay (Korpela and et. al., 2015).ï‚·Customer Care:Good customer care services, comfortable stay and quality services induces customer to get satisfied and to choose hotel for revisit. Thus, it is of critical importance for Holland Court Hotel to improve and enhance its customer care services. ï‚·Maintaining proper communication:In order to attain customer satisfaction, the FO manager of hotel are responsible for maintaining proper communication with its clients, to take their reviews about food, accommodation and other facilities provided by hotel. This will make its customers to feel important which will develop a positive image of hotel. To enhance its efficiency in business operations it is essential for hotel to properly address and work upon its negative reviews. ï‚· 1.4 Impact of facilities operations of employees and funding agencies In business, every activity undertaken by people of firm significantly impacts individuals that are working or are associated directly or indirectly with the organization. Also every organization at some point of time requires funds that are provided by institution oragency. In
this aspect Facility operations management helps Holland Court hotel to generate required funds and to effectively control its overall operations and to manage its services workflow and operations that are being conducted by hotel. Thus, responsibility if facility manger of Holland Court hotel is ti ensure thatall the operations that are been undertaken areas per statutory and legal compliances and in accordance with set standards. This helps firm to satisfy its funding agencies who become satisfied that there is no legal proceeding or controversies in which hotel is involved (Su and Wang, 2012). This will help hotel to easily generate funds that re essential for carrying out hotelsday to day operations.This has a positive impact on hotel business as from the funds provided hotel is able to provided services and facilities as per customer requirements which will ultimately help in gaining success in it operations and earning good brand image for hotel. TASK 2 2.1 Assess the statutory regulations which affect the operation facilities Like every other country UK also applies various legislations that are essential to be followed by every business in order to safeguard interests of all people involved in it. There are a number of laws and regulations that are incorporate bu government for hospitality industry that ensures safety and security of clients, employees and other labours. Thus it is of utmost importance formanagement of Holland Court Hotel to make sure to abide by and apply all environmental, health and safety related laws in its business operations and activities. However as per customers feedback and hotels review it is evident that hotel is lacking in this regard. Hotel is required to attain certification and various licenses with the local authorities for various facilities that hotel intends to provide to its customers. For instance license for serving liquor, certification for sound system, various requisite security and health related systems for ensuring safety of its customers andemployees. Hotel is also obliged to adhere by andincorporate its policies, programs and schemes in accordance to various labour laws such as Equity Act, 2010, Minimum remuneration Act, Anti- discrimination act etc. that are enforced by UK government to safeguards rights of workers and to protect them from any kind of discriminationat their workplace.
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2.2 Health, safety and environmental measures which have to be implemented by facility manager UK isthenation that is very strictwhen it comes to Health, safety and environmental measures that is requisite for hospitality industry to follow. Welfare of the people thus should be main areas of focus for Holland Court Hotel who is subject to lower occupancies due to low maintenance and cleanliness and hygiene issues. Thus, to enhance its performance, gain trust and attract customers FO managers of Holland Court Hotel is to follow below mentioned measures:ï‚·Conducting briningand developmentofitsemployees:Bydesigningappropriate traininganddevelopmentprogrammanagersaretoimproveandenhancethe functionality of its workforce as well of hotel's operations.ï‚·Proper implementation of laws:FO managers of Holland Court hotel are accountable to monitorthatalllegislationsrelatedtohealth,safetyandenvironmentarebeen implemented and strictly followed. It involves ensuring proper and safe emergency exist, backups for any natural or man made disasters etc. ï‚·Other measures: FO managers is to ensure food offered to customers are healthy and cooked with all precautions. Also the appliances used are safe and sound to handle by workers. Other responsibility of FO manager is to make sure that all vehicles that are been used for pick up and drop facilities for clients and for other purpose are regularly serviced and checked. Also that there is regular pest control process is maintained to keep rooms and facilities clean and hygienic. 2.3 Documentation required to account for compliance with statutory regulations and health, safety and environmental measures. In UK there are various different types of licenses, permissionsandcertificate that organizations in hospitality sector arerequired to maintain. Holland Court Hotel is subject to take and maintain various certificates and documents that ensures authenticity of their operations in relation to statutory compliance. The roleFO manager in this regard is to ensure that all operations and activities are conducting inas per incorporated laws and every facilities that is been offered is registeredandcertified. Mentioned below are certain licensesandcertificates that are essential for Holland Court Hotel to maintain: Licensing for conducting operations in hotel property: This license comprises permit fordifferent factors such as fire safety, police, statutory license, business registration, building etc.
Licensesandcertifications: It comprises getting certificate for the quality of food andfood products and ingredients used in preparation. It also includes licences for serving liquor. CertificationofHealthandSafetymeasuresusedasperstandards:Itinvolves certification for green and clean environment, measures undertaken as per Health and Safety Act,1974, authentication certificates for technologies and machinery that are been used in hotel operations etc. TASK 3 3.1Developmentofeffectivesystemsforprocessinginformationandmaintaining communications. Hotel operationsare subject to regular interaction and communication among staff, management and customers. Holland Court hotel to improve its communication and information exchange stem can make use of latest technique and devices like walkie talkie, boom mikes, inter caller phonesetc. to get connected to maintain interconnectivity between its various departmentsandtoexchangeinformationanddataquicklytovariousstaffmembers (Communication Strategies, Systems, and Skills, 2018.). Also it is essential for FO managers to ensure that proper Management Information System and performance management and appraisal systems are maintained and updated on regular basis. Other devices such as telephone, intranet facilities and emails could also be taken into consideration to communicate and exchange information and data to the team members (Ageron, Gunasekaran and Spalanzani, 2012). 3.2 Identify the control systems required for effective facilities operations In order to maintain better and effective control over business operations in appropriate manner FO manager of Holland Court Hotel may implement following systems: Budgeting:Budgets and plans are formulated in order to ensure proper and optimum utilization of available limited resources. FO managers of Holland Court hotel ensures that these plans are proper formulated and distributed to each department heads so that they can exercise control over their expenses and perform activities in accordance to planned budget. Accounting and auditing: Holland Court hotel is required to pay attention in analysing, auditing andevaluating its financial records and budgets. The finance department should have proficient and well qualified staff to adopt and implement various procedures, audits and accounting system as per standards set. Also there is requirement of consulting experts in order
to check authenticity of accounts and auditing system that is been followed (Nielsen, Sarasoja and Galamba, 2016). Operations and management procedures and controls:It is of critical importance for Holland Court hotels to have an efficient control over its operations and management so as to reduce overall cost incurred. Hotel is in crucial need to adopt and incorporate certain essential changes that are of high significance for its growth and development. It is of utmost importance for hotel to improve its housekeeping services to maintain cleanliness and hygiene in its premises and rooms (Fraser, 2014). 3.3SystemsneededbyfacilitiesmanagerHollandCourtHotelforeffectivebuilding management One of the most critical and foremost factor that needs to be taken into consideration in hospitality industry is its place of operations that is the building management ion where it fulfil needs and requirements of its customers. Thus, management of Holland Court Hotel is required to ensure that its building management is up to date and the property is in best possible shape. Mentioned below are certain system that management is to make sure to be maintained : Fire Alarm System:It is one of the most important system that is requisite for hotel to maintain and monitor for its functionality for ensuring its people's safety- employees and customers. CCTV and Monitoring System:In today's time where there is sudden rise in crime rate it is essential for Holland Court Hotel management to install proper network of CCTV and monitoring system. This helps in keeping a check over the activities of various departments and employees. It alsohelps in maintaining security and safety of its customers (Kato and et. al., 2015). 4.1 Evaluate the quality and effectiveness of facilities operations The major reason for the poor performance of Holland Court Hotel is lack of monitoring and managerial efficiency and lack of hygiene and cleanliness. Thus in order to overcome these weaknesses and to improve quality of its operations it is essential for management to undertake following steps: Formulating objectives, plans and targets:It is essential for Holland Court Hotel to monitor various programs, functions andtasks that areundertaken by hotel (Ou and Hong, 2014). This will help management to critically evaluate performance of each department, to set
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individual targets and to introduce modifications that will help in improving quality of services that are been provided besides developing efficiency of operational management. Developing Standards for facility:TO gain its market share and improve its position and brand image it is essential for Holland Court Hotel to develop standards to measure performance of its various departments. This will ultimately enhance the quality of its operations and services that it offers to its customers. 4.2 Procedures to analyze the quality and effectiveness of facilities operations For enhancing and evaluating the effectiveness of various quality standards that are been incorporated by Holland Court Hotel, FO managers are responsible to review each andevery procedure. It is duty of managers to track down the performance and to compare actual results from expected outcomes to check the level of efficiency of each system. Hotel is required to check effectiveness of training and development program to ensure work proficiency of its employees. It is essential to provide quality services and to tackle various issues of customers in most professional and efficient manner (Choi,2013). Also there is requirement to develop hotel's online and offline communication system in order to take feedback and collect reviews from customers. This will help Holland Court hotel to take necessary measures to eradicate areas of lacking and to improve their overall business operation and services that are been offer to guests. CONCLUSON From the report undertaken it is concluded that facilities management plays essential role in hospitality industry. By applying proper facilities operation management system hotel can enhance its efficiency and overall quality of services that it provides to its customers. Also it is of utmost importance for every hotel to adhere by various laws and legislations related to health and safety,quality,employees,environmentetc.andtostrictlyfollowtheminitsbusiness operations. It is seen that Holland Court Hotel is experiencing poor performance that can be improved by undertaking certain alterations and changes in their routine activities.
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