Facilities Operational and Management

This report examines the importance of facilities operational management in a business context, using Hilton Hotel as a case study. It analyzes the responsibilities of a facilities manager towards operations, staff, and clients, including customer service, satisfaction, and retention. The report also examines the impact of employees on facilities operations and discusses methods for evaluating the quality and effectiveness of different operations within a company.

Facilities operational and management

TABLE OF CONTENTS

INTRODUCTION
Major element in the organization is facilities operational management. It helps in
effective functioning and arrangement of business. The report will discuss the specific case
scenario in context to an under-performing hotel in UK. This assessment will analysis the several
roles and responsibilities of facility manager towards operation, staff and clients. This study will
also include a short discussion on environment health and safety agreement towards the hotel.
The organization chosen in this assessment is Hilton Hotel. Moreover, the assignment will
analysis the method used for evaluating quality and effectiveness of the different operation in a
company. The report will also analysis the impact on facilities operations of employees.
TASK 1
AC1.1
Facilities manager maintains an organization's equipment and buildings. It is a job that confines
several fields to ensure practicality of the created surroundings by combining masses, place,
procedure, and technology. It is integrating of business administration, architecture, behavioral
and engineering sciences.
Scope
'Infrastructure and Space' (such as design, work, building, holding, occupation, repairs,
and furnishing) and 'staff & organization'(catering, cleanup, Human resource, accounts,
marketing, hospitality) are the two broad areas which facilities management covers. These are
usually called as “hard and soft facilities management”
For the staff engaged in facilities operations a facilities manager has certain duties and functions
The facilities mangers perform several business functions. Main preference is to keep
masses lively and harmless They function in 2 levels:
Strategical or Tactical: Helps the guest, customers, last users realize the possible effect
of their decisions on area, service, cost and peril (Chandes and Paché, 2010).
Operational: Assure embodied and cost effective situation for the user to perform.
Major work of a facilities managers are:

Guarantee that the facility is operating in a way it should be on daily basis: They want to
daily inspect and communicate with decision makers to ensure that adequate staff has been
appointed and allocation of finance, budget are adequately placed.
Formulating future plans: They must program future responsibility regarding the
establishment and must also need to work closely with head of the department, determine best
way for instrumentation and structure (Demirbas, 2011).
Make arrangements of repairs and replacement: Facilities manager must create a design
for any needful future renewal and restoring, scheduling required maintenance management tasks
for a particular time period that may disrupt the business.
Developing and managing merchant contacts: They frequently work adjacently with
sellers or vendors to ensure that company maximizes their resources.
AC1.2
The facilities manager needs to create a control system that supports impressive structure
management in the organization. Building maintenance includes all preventive, remedial
upgrade actions necessary to ensure that facility is operating efficiently and effectively.
Instrumentation should be hard-hitting and satisfactory to the employees so that it can manage or
supervise the workers. The facilities manager has to work hard and is responsible for developing
an effectual control, security, mechanical and electrical system that may aid in the effective
structure management (Jacobs, Chase and Lummus, 2014). Through this effective system it may
easily evaluate quality of services and can improvise the firm's services by proper instructions.
Sometimes it is also necessary to check that there is zero damages in the commercial enterprise
and proper cleansing is preserved in every areas of the structure. They need to check the
appliances which are used in the business enterprise are of great shape and are not creating any
harm to the people.
AC1.3
The responsibilities of a facilities manager is to provide best service to the internal and
external customers, provide satisfaction, retaining lost clients, understanding the clients,

acquiring new buyers etc. The responsibilities of a facilities manager towards consumers are the
following:
Customer service: They have to ensure the quality is satisfactory to the clients in the
organization. As customer always expects better service with low cost (Koeleman, Bhulai and
van Meersbergen, 2012).
Customer satisfaction: Facilities manager must be concerned about the customer's in the
company through evaluation of their satisfaction levels because if they are not satisfied with the
service they will not come back and thus will lose a customer.
Customer retention: The more service organization has will help it in gaining more
success in the market. It is the main objective of a facilities manager.
Customer empathy: It means giving equivalent preference to every customers in the firm.
The facilities manager should consider regular customers than the irregular and needs to be
concerned about the customer empathy.
AC1.4
Finance or funding agencies are those which supply capital for the company to run the
facilities and conduct operations. It affect facilities operations of the company in providing
financial help to the organization (Krajewski, Ritzman and Malhotra, 2015). Facilities operations
must be performed as per the statutory and legal abidance and the operating activities within the
level. It makes the organization free from legal and statutory constraints and hassles. Facilities
operations help keep a control over the workflow of services and operations running in the
organization.
M1:
Facilities management has evolved over years from individuals performing and maintenance on a
few buildings to managers to oversee maintenance and operations of large buildings. From
2000's business processes including payroll and human resources were added to the service list
(Shen and et.al., 2010). Today manager's are responsible for capital projects, facility
performance, space issues, customer services and they are deeply involved in real estate
transactions and strategic planning efforts.

The product and services didn't change often so that the buildings and equipment had to change
little. Economy of world and world-wide changes have played a main role in the evolution of
facilities management.
D1:
Success of the business and company comes with proper control and management of its
operations. Facilities operations management of a firm helps in managing the operations and
makes organization prosperous. Facilities management is an interdisciplinary field dedicated to
maintenance and care of commercial or institutional buildings (Subramanian and Ramanathan,
2012).
The authority of a firm is to manage its amenities and assets to gain competitive advantage in
market. Customers and employees are the key assets of a business hence to attain sustainable
advantage in market. Facilities management operation is one of the important strategical issue of
service organization. If the business organization does not provide any expected facilities to its
customers, they might not return to such type of companies.
TASK 2
Enclosed in PPT.
TASK 3
AC3.1
Regular day to day fundamental interaction and communicating among management,
staff and the customers are involved in operations. Technological devices may be used for
communication, conveying information and data among various people for the work to be done.
Other mediums or devices like telecommunication, emails, fax, intercom, net facilities also helps
the individuals communicate the precise message with group members for an effectual operation
in an organization (Wong and Lai, 2011). Management information system(MIS) and
Performance Management System(PMS) can also help in spreading and managing information.
Using proper databases to store information is also an effective system for processing
information and maintaining communications. Owning a powerful communicating transmission

channel will enable a facilities manager to have a bodily function over operations which are
functioning in the enterprise which can avoid miscommunication thereby providing a better and
proper communication. There should be a way in which guests get a chance to have talk with the
facilities manager directly if in any case.
AC3.2
Developing proper bodily function system to operate workers of the organization to
measure working and attribute of employees. The method should be impressive and acceptable
by the employees (Chandes and Paché, 2010). Many control systems can be used in the
administration such as email recording of employees, spot checking the workplace and
observation of working environment in the company to manage staff. It helps a facilities
manager to collect information regarding workforce and customers through a administered
system and motivate the hired hands in achieving organizational goals. There are some of the
command systems which can be installed to provide effective facilities operations:
 Operations and maintenance procedures and controls: Methods which keeps a
check or process on the operations and maintenance
 Equipment starting or closing process and controls: Procedures and manuals
which help to check, operation of the devices, instruments, apparatus related to
the operations.
AC3.3
Basic and foremost thing facility manager of a firm may need will be a proper cleansing
squad in the domicile all period of time to support building be in its right shape, clean and neat at
all times of the day (Demirbas, 2011). The facilities managers assures of any repairs that might
be required in the structure which must be carried out with immediate effect to avoid further
harm and unneeded maintenance cost. For the operation of effectual premises management
different systems needed by the facility manager are:
 Combustion warning device
 Utility scheme
 CCTV and monitoring system

 Engineering system
 HVAC system
 Security system
 Automation system
The major element in the organization is facilities operational management. It helps in
effective functioning and arrangement of business. The report will discuss the specific case
scenario in context to an under-performing hotel in UK. This assessment will analysis the several
roles and responsibilities of facility manager towards operation, staff and clients. This study will
also include a short discussion on environment health and safety agreement towards the hotel.
The organization chosen in this assessment is Hilton Hotel (Chandes and Paché, 2010). Conrad
Hilton was the founder of Hilton which was established in 1919. More than 570 hotels are
working in all over the world. Moreover, the assignment will analysis the method used for
evaluating quality and effectiveness of the different operation in a company. The report will also
analysis the impact on facilities operations of employees.
AC 4.1
The crucial and significant function of a facility manager, these roles helps in setting the
criteria to measure the effectiveness and quality of the facility operation in Hilton Hotel which
are as follows-
1. Setting targets, goals and objectives- In this activity the goals and targets are set
according to the desire of company to achieve. All the programmes are monitored in this
activity (Jacobs, Chase and Lummus, 2014). Furthermore, the activity also focus on the
implementing and introducing new methods to make programmes and functions nicely
and easily.
2. Development and executing training programmes- In this activity the training
programmes are implement and executed so that all the functions are conducted in well
mannered and staff are properly trained.

3. Evolution of views, chore, standard for the facilities and organization- The major activity
an organization has to perform is to develop and improve the vision and mission of the
hotel. Before executing any task, the goal and objectives are clearly defined and
understood (Koeleman, Bhulai and van Meersbergen, 2012). Beside this, in order to
achieve the goals and objectives it is very crucial to make effectual strategies
4.2
Assessment and study method that may be introduced inside the activities of office are-
Study or assessment of training that are being conducted for the various staff working in the
hotel- For developing the work and activities of operations, training is very necessary. It is the
duty of managers of staff that they systematically check and balance and assigning more control
to facilities (Krajewski, Ritzman and Malhotra, 2015). It is basic that whether the staff have
taken in the device and process should be possible by post preparing assessment activity.
Boosting the online and addition disconnected process of the input from the customers who have
ability to utilize the offices and administrations of the company. 360 degree analysis is also
helpful for evaluating the quality and effectiveness of facility operations.
O and M Proactive check and plan- This plan might relate several process that could be
patterned concerning the duty and repair of the offices or building of Hotel. This plan will keep
path on the setup, kinds of gear and the machines and equipment at the hotel.
CONCLUSION
From the above report it is concluded that operations in hotels are somewhat similar to
the operation of any other company. Responsibilities of a facility's manager for staff involved in
the facilities operations is also concluded in this report. Beside this, the responsibilities of
manager towards the customer's is also understood in this report. Further, various devices such as
telephones, emails, internet for betterment in communicating is also studied in this assignment.
The above assessment is focus on air conditioning, electrical power, plumbing system, light
systems, cleansing, decoration, ground keeping and security.

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