Assessment of Facilities Operations Management TASK 13

5 1.4 Impact of employers and funding agencies on the facilities operation of the A&A Rose hotel 5 TASK 25 2.1 assessment of statutory regulations that have an impact on the facilities operations 6 2.3 Documents required to comply with the statutory regulations. 6 TASK 37 3.1 Effective systems for processing information and communication 7 3.2 Control systems for effective facilities operations 7 3.3 System needed by facilities' manager to support the effective building management 8 TASK 49 4.1 Evaluation of the quality and effectiveness of the operations9 4.2 An

Facilities operation
management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
1.1 Assessment of responsibilities of a facility manager towards the staff............................3
1.2 Assessment of responsibilities of a facility manager towards the operational aspects of a
building...................................................................................................................................4
1.3 Assessment of the responsibilities of a facility manager towards the customers.............5
1.4 Impact of employers and funding agencies on the facilities operation of the A&A Rose
hotel........................................................................................................................................5
TASK 2 ...........................................................................................................................................5
2.1 assessment of statutory regulations that have an impact on the facilities operations.......5
2.2 Health, safety and environmental measures in facility operations...................................6
2.3 Documents required to comply with the statutory regulations.........................................6
TASK 3............................................................................................................................................7
3.1 Effective systems for processing information and communication.................................7
3.2 Control systems for effective facilities operations...........................................................7
3.3 System needed by facilities' manager to support the effective building management.....8
TASK 4 ...........................................................................................................................................9
4.1 Evaluation of the quality and effectiveness of the operations..........................................9
4.2 Analysing the quality and effectiveness of facilities operation through evaluation and
review procedure....................................................................................................................9
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Facilities operations management may be defined as management of day to day
operations of a facility for the purpose of future maintenance and improvement needs. They
include management of all the people, processes and assets (Atkin and Brooks, 2015). The
maximum management of facilities operation is required in the hospitality industry. This
assignment is based on a newly opened hotel in UK; A&A rose hotel. This assignment will
include assessment of responsibilities of a facility manager towards the staff members as well as
towards the operational aspects of the building. Apart from that, assessment of statutory
regulations is done along with discussion on requirement of documentation for the statutory
measures.
TASK 1
1.1 Assessment of responsibilities of a facility manager towards the staff.
My major responsibilities for managing the facilities of A&A Rose hotel towards the
staff members is to provide positive and healthy work environment so that they can work
effectively towards the attainment of the objectives of the hotel. Building a positive and healthy
environment will help in creation of sense of belongingness in the mind of employees and this in
turn would help in keeping them motivated to work better.
Another important responsibility towards the staff members is to provide training to
them. All the training programmes should be properly scheduled and efforts should be made that
they are carried out effectively as they would play a huge role in improving the productivity of
employees.

Thus, responsibilities are to manage the entire staff members effectively by keeping a
keen watch on their performance and then providing them with timely feedback which in turn
will help them in improving their performance (Nicał and Wodyński, 2016). This will not only
contribute in improving the performance but would also play a major role towards the attainment
of the business objectives.
1.2 Assessment of responsibilities of a facility manager towards the operational aspects of a
building.
There are various responsibilities towards the operational aspects of a building. The most
important responsibility is to comply with the statutory regulations. Emphasis should be made to
ensure that all the formalities are fulfilled as to avoid complexities in working. Compliance of
statutory regulations is very essential for the smooth running of the hotel. The facility manager
have to check the customer services in the organisation because customer service are most
important factor in the hotel industry. Thus, the responsibilities towards the operations aspects of
the building are to ensure maintenance of the building as well as to ensure that the structure of
the building is user-friendly.
Furthermore, emphasis would be made on organizing internal as well as external audit in
the hotel. Thus, the responsibilities are not only restricted to the effective management of
business operations but also towards the extended life cycle of the building by timely
maintenance of building and efficient designing of the building .
Ill
ustration 1: Roles and responsibilities of facility
manager
source:(Roles and responsibilities of the facility
manager, 2018)

1.3 Assessment of the responsibilities of a facility manager towards the customers.
Customers are the most important part of every hotel. If there are lack of customers, then
the hotel would not be able to achieve its objectives effectively and efficiently. Thus, in order to
achieve the objectives of the hotel it is very essential to keep the customers happy and satisfied
and hence for this purpose emphasis would be made to retain the customers for a longer period
of time as well as attracting new customers towards the A&A rose hotel. In order to retain them
facility manager provide the best quality of services to the customers and at affordable prices.
Apart from this, the responsibility would be to provide empathy to the customers (Chang and
Thai, 2016). Customer empathy means treating all the customers equally without any bias such
as existing customers as well as new customers; should be given equal kind of treatment. Even
efforts should be made to connect with the feelings of the customers as providing them services
as per their wish. Thus, all these things will play a major role towards the retention of customers
as well as attraction of new customers towards the hotel.
1.4 Impact of employers and funding agencies on the facilities operation of the A&A Rose hotel
Employer and funding agencies has great impact on the facility operation of the A&A
Rose hotel because finding agencies provides the support to the business in terms of financial
aspect and the employer create an agreement with its suppliers to take advantages and regular
supply of the goods and the agreement also ensures the better quality and regular supply of the
goods which increase the facilities' operation in the A&A Rose hotel.
On the other hand, funding agencies also have a vital impact on the functioning of the
operations of a facility manager as these are the agencies who are responsible for providing
financial support to the hotel (Muller, 2017). Funds are required for running day to day
operations of the business effectively and efficiently. In the absence of procurement of funding
from them, the hotel won’t be able to run its operations smoothly towards the attainment of the
objectives of the hotel.
TASK 2
2.1 assessment of statutory regulations that have an impact on the facilities operations
It is very important to follow the statutory regulations in order to avoid the complexities
in working. In A&A rose hotel will follow all the regulations related to the health , safety and
environment under the UK laws. The basic motive behind considering all the regulations is to

build the image of the hotel which in turn will help in retaining the existing customers and
attracting the new customers.
Furthermore, special efforts would be made in order to acquire all the certificates and
licence which are essential for the safety and security purposes as it will help in avoiding
unnecessary restrictions by the government and would foster smooth running of the business
activities in terms of enhancing the facilities' operation of the Hotel (Rinfret and Pautz, 2019).
For example: food standards act, 1999 lays down statutory regulations which help in
reducing the poor food practices by laying emphasis on hotels to provide safe and healthy food to
customers so that they buy and eat food honestly and this in turn would help the hotels in
creating trust among the mind of customers regarding the hotel.
2.2 Health, safety and environmental measures in facility operations
It is very important for the hotel to take various health, safety and environmental
measures into consideration in order to survive and grow in the hospitality industry. Adoption of
these measure would help the hotel in achieving the competitive advantage over the rivalries
which is very important for running the hotel smoothly towards the attainment of objectives.
Furthermore, pest control system would be established in the hotel for the health and safety
purposes. This is very essential to maintain hygiene at the workplace (Rinfret and Pautz, 2019).
Continuous quality audit should be carried out in order to ensure health, safety and
environmental measures in facility operations so as to achieve the organizational objectives
effectively and efficiently. Health and safety issues can be minimised through providing better
training and development activities to the employees and also providing the information about
the accidental zones.
2.3 Documents required to comply with the statutory regulations.
There are various kinds of documents required in order to comply with the statutory
regulations. The most important document is licence of operations of the hotel property. This
document is essential for the purpose of fire control and building operations. The A&A hotel
have to keep record of the information related to the work quality of employees and auditing the
performance of the employees. These are required for the purpose of maintaining hygiene and
food safety. The major measures that are adopted by the hotel for safety purpose are proper
training of safety and working instructions and restrict the access to hazardous equipments at the
workplace.

TASK 3
3.1 Effective systems for processing information and communication
Development of effective systems require sufficient information about customers and its
employees to appropriately monitor and motivate them. The success of every service
organisation is largely depends upon its communication system. Effective systems for processing
information and communicating among the management, staff and customers includes the
walkie-talkie and other technical devices which can be used by the hotel for communicating and
conveying the information and data to its employees in terms of completing work (Boddy,
McCalman and Buchanan, 2018). Hotel business activities includes regular interaction and
communication among the management and customers. For processing information, hotel
management can also use the other electronic devices such as e-mails, telephones and internet
facilities which help to employees and customers in terms of communicating correct and right
information to the team members for better operation in the A&A rose hotel.
Apart from this, in the hotel management of facility can be effectively done by the
activity of processing the information’s and communication among staff members and
management through developing the management information system which produce the regular
reports on operation of the every level of the management in the hotel. This system plays an
important role in providing the computer based information services in the hotel industry.
Through this system the A&A rose hotel can easily store and update the information which can
be accessed by staff members at different levels .(Wang, Li and Zhang, 2017).
3.2 Control systems for effective facilities operations
A&A rose hotel can use various control system for providing the effective facilities
operations, control system includes recording the email of the employees and spot check of
working place. (Eras and et.al., 2016).
Spot check for working place: Through implementing this system Hotel management
staff can monitor the activities and work of the employees at the work place and also give
immediate feedback to them for any changes in terms of better performance.
Auditing: Through this control system, budget and financial plan are evaluated and
controlled for effective business operations and it also guides the staff and management of hotel
on various procedures which have to be adopted in terms of auditing and accounting.

Purchase and Sales recording: This system of controlling helps the hotels in carrying out
proper sales audit and check-listing of its process and practices in the hotel. These controls help
in measuring the practices and procedures of working which could be run in the operations of a
hotel (Laudon and Laudon, 2016).
Operation and maintenance procedure: This control system will check the operations of
the hotel and also maintains the various activities and operations of management activities for
increasing the productivity of the A&A rose hotel operations.
3.3 System needed by facilities' manager to support the effective building management
It is to develop a control system to support the effective building system in the hotel and
system should be acceptable by the employees to manage and control their performance.
Effective building management of the hotel can be done through implementing the various
systems in the hotel such as evaluating the quality of services, Room amenities services and
security and controlling activities (Morrison and et.al., 2019).
Evaluating the quality of services: There is a necessity to develop the effective control
system for evaluating the quality of its service. They can develop an online and offline feedback
system for getting feedback about their services in the hotel and through this information they
can improve the hotel services accordingly.
Room amenities: Through developing plumbing system we can take care of all the
practices and procedures which are related to plumbing feature in the hotel. This system helps in
keeping the water and other sanitary related operating processes in order.
Security and controlling: It can be effectively done through developing CCTV systems
in the hotel which will take care of all the visits and exits from the hotel. It is complete
monitoring and observation system which will keep track on the working of various staff in the
hotel and also keep track the activities and incidents which are taking place in at the hotel (Nicał
and Wodyński, 2016).
The A&A rose hotel can effectively manage the physical facility of the employees and as
well as customer through developing the healthy environment in the hotel. The facilities'
manager need to control and manage many environments and safety related issues. Failure to do
this may lead to unhealthy conditions and loss of hotel operations. Through developing fire
alarm system in the hotel, this in turn has helped in effectively taking care of the emergency
issues which are arises due to fire.

TASK 4
4.1 Evaluation of the quality and effectiveness of the operations
It is important for every organisation to evaluate the quality and effectiveness of its
business operations. There is a need to set the criteria which would analyse the quality and
effectiveness of the operations at the hotel. A&A rose hotel can maintain the well- managed
system which properly regulates employees and the quality of their work.
It could also be done by setting the targets, objectives and plans which would monitor the
all functions, programs and task which are run in the hotel and through this process management
can effectively improve the quality and effectiveness. It will not require any kind of manual
tracking system because it has the automated process of checking on various devices which are
present and operate in the hotel industry (Peng, Zhao and Mattila, 2015).
Through developing training and development programmes I can effectively improve the
skill and competencies among the staff members which have been working in the hotel. It will
keep the staff informed and updated with the necessary skill and competencies which are needed
for competing with the other hotel in the market place. The effectiveness of the hotel operation
can also be seen in managing the cost of the business by proper forecasting and anticipating.
With the help of good supply chain management system, hotel staff can effectively interact with
others and using of technology to serve its customer is better example of quality service and the
effectiveness of the operation at the A&A Rose hotel (Eras, 2016.).
4.2 Analysing the quality and effectiveness of facilities operation through evaluation and review
procedure
The A&A Rose hotel can provide the training and development to the employees so that
they can easily understand how to perform their role in the organisation effectively which
improve the performance of the employees. Through training and development it could be found
that whether the staff have learned the mechanism and process of working.
Apart from this monitoring the customer and reviewing the feedback of consumers
increase and facilitate the operation of the A&A Rose hotel. Through market research hotel can
effectively find out the quality and effectiveness of their services. Hotel also analyse the quality
and effectiveness of facilities operation through developing the online as well as offline process
of the feedback from the customers who have utilized the facilities and services in any way of

hotel. Another measure of analysing the quality and effectiveness is comparing the performance
and outcome against the earlier made goal of the hotel (Sun, 2017).
CONCLUSION
The above study has been summarised with that the facilities' operation management is
needed for maintaining and improving the various operations of the hotel industry which can be
possible through maintaining employees, assets and customers of the hotel. The facility manager
which is appointed by the hotel is responsible towards the staff, customers and building
maintenance. It was also concluded that hotel management staff can effectively provide the
information and communicate with their staff members through developing the management
information system which produce the regular reports on operation of every level of the
management in the hotel. The quality and effectiveness of the hotel operations can be improve
effectively by providing training and development activates to employees which encourage them
towards attaining the business objective of the hotel.

REFERENCES
Books and journal
Atkin, B. and Brooks, A., 2015. Total facility management. John Wiley & Sons.
Boddy, D., McCalman, J. and Buchanan, D.A., 2018. The new management challenge:
information systems for improved performance. Routledge.
Chang, C.H. and Thai, V.V., 2016. Do port security quality and service quality influence
customer satisfaction and loyalty?. Maritime Policy & Management. 43(6). pp.720-736.
Eras, J.J.C and et.al., 2016. Tools to improve forecasting and control of the electricity
consumption in hotels. Journal of cleaner production, 137, pp.803-812.
Laudon, K.C. and Laudon, J.P., 2016. Management information system. Pearson Education
India.
Lin, M., Wu, X. and Ling, Q., 2017. Assessing the effectiveness of empowerment on service
quality: A multi-level study of Chinese tourism firms. Tourism Management. 61.
pp.411-425.
Liu, Y.L. and Ko, P.F., 2018. A modified EFQM Excellence Model for effective evaluation in
the hotel industry. Total Quality Management & Business Excellence. 29(13-14).
pp.1580-1593.
Morrison, G.R and et.al., 2019. Designing effective instruction. Wiley.
Muller, R., 2017. Project governance. Routledge.
Nicał, A.K. and Wodyński, W., 2016. Enhancing facility management through BIM
6D. Procedia Engineering. 164. pp.299-306.
Peng, J., Zhao, X. and Mattila, A.S., 2015. Improving service management in budget hotels.
International journal of hospitality management. 49. pp.139-148.
Rinfret, S.R. and Pautz, M.C., 2019. Implementing Environmental Policy and Regulations:
Where the Rubber Meets the Road. In US Environmental Policy in Action (pp. 211-
255). Palgrave Macmillan, Cham.
Sun, J., 2017. Analysis on Cost Control in Hotel Financial Management. DEStech Transactions
on Social Science, Education and Human Science, (ssme).

Wang, Y.S and et.al., 2016. Factors affecting hotels' adoption of mobile reservation systems: A
technology-organization-environment framework. Tourism Management. 53. pp.163-
172.
Online
Roles and responsibilities of the facility manager, 2018. [ONLINE] available
through<https://www.besthospitalitydegrees.com/faq/what-is-a-facilities-manager/>