Facility Management Operations and Standards

This assignment delves into the crucial role of facility management operations within organizations, particularly highlighting the hospitality sector. It emphasizes the significance of established standards in ensuring service quality, customer satisfaction, and ultimately, business profitability. The assignment also touches upon UK government criteria aimed at safeguarding customers by regulating the functions and operations within the hospitality industry.

FACILITIES, OPERATIONS
AND MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
AC1.1 Assess the responsibilities of the facilities manager for staff engaged in facilities
operations. ..................................................................................................................................1
AC1.2 Discuss the responsibilities the facilities manager has for operational aspects of the
building.......................................................................................................................................2
AC1.3 Assess the responsibilities the facilities manager has towards customers using the
facility. .......................................................................................................................................2
AC1.4 Discuss the impact on facilities operations of employers and/or funding agencies. ......3
TASK 2............................................................................................................................................3
AC2.1 Assess the statutory regulations that will affect facilities operations in an agreed
context ........................................................................................................................................3
AC2.2 health, safety and environmental measures that must be implemented by a facilities
manager.......................................................................................................................................4
AC2.3 Discuss the documentation required to account for compliance with statutory
regulations and health, safety and environmental measures.......................................................4
TASK 3............................................................................................................................................5
AC3.1 Develop and deploy effective systems for processing information and maintaining
communications. ........................................................................................................................5
AC3.2 Identify the control systems required for effective facilities operations within an agreed
context. .......................................................................................................................................5
AC3.3 Discuss the systems needed by a facilities manager to support effective building
management................................................................................................................................6
AC4.1 appropriate criteria to evaluate the quality and effectiveness of facilities operations....6
AC4.2 Implement evaluation and review procedures to analyze the quality and effectiveness
of facilities operations.................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Facilities and operation Management plays an important role in the hospitality sector as it
leads to control all the activities which are related to serving the customer in a hotel A hotel has
various divisions of functional departments that have various operations and facilitates to provide
a quality service to the visitors and make every activity to be very effective and efficient
therefore it is very necessary to manage the functions and operation. It always provides various
strategies that can be implemented in order to make the service factor of a hotel to be superior in
quality aspect and also can lead to make every processing to be conducted in a coordinative
manner which would lead to build up a good image of the hotel and a great experience to the
visitor so that he would prefer same while choosing the hotel (Atkin and Brooks, 2014). In this
report it has bee discussed about role of facility management and the responsibility of a manager
in these aspects.
AC1.1 Assess the responsibilities of the facilities manager for staff engaged in facilities
operations.
Facility Management is a known discipline that focuses on the effectiveness and
efficiency of service delivery in Marriott International. It is also define as the function of an
organisation which provides facilities to integrates individuals , processes and places within the
particular environment in order to improve the living of people and related productivity of a
business.
Scope can be covered in two aspects which can be space and infrastructure which
includes planning , designing, constructing, maintaining and furniture ; while also keeping in
concern about the factors such as cleaning, catering , marketing, accounting and hospitality
which is important to attract and retain the customers. The two areas are broad in nature and are
known to be hard and soft facility management (Gerszberg and et.al., 2016). It may also
includes other activities which are regarded as non core functions.
Role of a facility manager is very important as he makes sure that all the facilities are
operating in a right manner on the daily basis; to deal with the emergency problems which gets
arises, formulating the plan for future purpose and creating certain strategies for replacement and
repairing of the certain aspects which are needed to be completed on time and also to develop
and manage contacts with vendors.
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AC1.2 Discuss the responsibilities the facilities manager has for operational aspects of the
building.
The role of a manager in operational aspect can be slightly varied as it concentrates on
various operations of the hotels such as accessibility, maintenance and repair, mechanical and
electrical systems and also refurbishment and security.
He is responsible for maintaining the accessibility factor of the hotel which can be
related to procuring the resources which are required for facilitating the functions and also the
rooms which are vacant must be provided to customers on time which increases the accessibility
factor and provides more benefits to Marriott International in many aspects.
Also the infrastructure must be fully suitable to use and also does not possess any defects
which can harm the reputation of the hotel and also can create a negative impact on customers;
therefore he makes sure that every object must be repaired or replaced on time so that it does not
create any problem.
Mechanical and electrical system is maintained and check by the facility manager as it
provides faultless facilities to customers and 24 hrs facilities of electricity which is one of the
prior requirement of any visitor who visits the hotel. All the emergency mechanical services
must be provided in case any break down of machine which can affect the functions in an
adverse manner.
Security is an important aspect that must be provided by every hotel in order to make
every customer feel safe regarding their luggages and themselves while staying in a hotel. He
makes sure that every factors related to safeguard the visitor must be completely actives such as
guards, locking systems etc (Grimaldi and Cano, 2016).
AC1.3 Assess the responsibilities the facilities manager has towards customers using the facility.
Customers plays an important role in the hospitality sector, as it is a service providing
organization which means it is completely dependent upon the satisfactory aspects of a customer
which is very important to achieve. A facility manager is completely ware of this fact and
focuses in the implementation of various strategies which are made in order to provide quality
services to the customers so that they can get a great experience which would lead them to
provide a competitive edge in the market. He usually assess the needs and requires of all visitors
from the hotel and implement those in practical purpose and tries to give them in return. He
provides a special department for customer care who are keen to solve the problems of a
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customer in an effective manner so that their journey would become problem free. He focuses on
the data which is related to sales and tries to divert in making marketing strategies in order to
attract more customers. He maintains the database which is very important in order to collect
information. He makes all the possible arranges which are required to increase the booking rates
of the hotel to increase the occupancy of hotel rooms (Hosseini and et.al., 2018).
AC1.4 Discuss the impact on facilities operations of employers and/or funding agencies.
There are various kinds of operations which are needed to be carried out according to
various statutory and legal compliances and also the standards fro operating many procedures in
the hotel. When an employee as an specialised facility manager whose duty is to look after all the
customers who are there to avail the services , staff members and related operations of the hotel
This ensures that proper statutory and other legal needs are being completed in hotel and the
employer has no boundation regarding any kinds of constraints on legal basis .The agencies who
are providing the funding shall be satisfied as there would be no illegal proceedings and other
monetary aspects which is needed to be provided for keeping the operations of hotel to be in a
live states on all possible manners.
Facilities operations leads to keep in control all the overall operations and associated
workflow of services and other operations which are occurring in the hotel. These must be
maintained and funded timely in order to upgrade and provide a better version to all the
customers who are availing the services (Hu and et. al., 2016).
TASK 2
AC2.1 Assess the statutory regulations that will affect facilities operations in an agreed context .
UK Statutory laws and related procedures are very strict. Some useful and effective
polices and also practices should be available and implemented for providing safety to the
environment.
Every hotel shall develop processes according to the laws for safety , surroundings and
the health of the customers.
Hotel shall have every licenses and certificates which are required for facilitating the
process of operations. These certifications provide surety regarding the fact that the owner and
related staff have appropriate skills which are required for operating a hotel successfully and
efficiently.
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The processes which are related to assessing the internal and external audits shall be
streamlined and accordingly planned. All the facilities shall be free from all types of securities
such as health, hygiene and fire safety. The regulations shall state that a hotel shall have licenses
which are related providing alcohol, certifications regarding sound and music while also on the
measures such as security and safety of every customer and providing training to employees
which can enhance their skills leading to make the quality aspect of services to be effective
(Kang and Hong, 2015).
AC2.2 health, safety and environmental measures that must be implemented by a facilities
manager
UK country is considered as very strict in terms of safety , health and other
environmental standards which shall be adopted in the facilities as well as property of the hotel
There is an act which is related to food and safety and is defined as Health and Safety Act, 1974,
which is taken by the country and every hotel has to adopt these measures in providing every
facilities to customers. Some of the health and safety related issues are:
One of the most common problem can be pest control therefore it has to be adopted I
order to minimize the effect which are caused by them. This can lead to control the prevention
and control of cockroaches and termites and make it more hygienic. One should lead to update
the aspects which are related to health and hygiene in the hotel according to the statutory
compliance. There must be conduction of health camps in order to check the health of a staff
which is very important factor that leads to maintain the health (Leiblein and et. al., 2017).
AC2.3 Discuss the documentation required to account for compliance with statutory regulations
and health, safety and environmental measures.
There shall be maintenance of management information system and reports which depicts
the performance of an individual and all the facilities which is provided in a hotel shall make
sure that it is enlisted and properly documented. The are several documents which are needed to
be maintained for delivering a standard quality of services to visitors of the hotel. Some of them
are discussed below:
License regarding the operations which are performed in a hotel which can be related to
fire controlling, operation building and other licensing of statutory laws.
Certain Certifications and Licensing which are required for preparation of food and other
services which are actual facilities. These shall be related to Hygiene and food safety act.
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Certifications which are related to health and safety of a customer on which it depicts the
health aspects of the customers which is very important to be maintained (Pishdad-Bozorgi and
et.al., 2018). There shall be certain checklist which are needed to be provided when services are
delivered regarding stay, environment and safety and also other operations such as housekeeping,
technical checklists and security.
TASK 3
AC3.1 Develop and deploy effective systems for processing information and maintaining
communications.
Hotel operations includes various interactions which are performed on regular basis and
the process of communication among the panel of management , employees and the customers.
Some portable devices can be effectively used such as walkie-takie and other devices which are
technologically advanced and can be used fro communication purpose for conveying information
and data to several individuals in the performance of any operational task. There can be the use
of other operational devices such as e-mails, internet facilities and telephones which may provide
facilitation fro individuals in communicating the appropriate and accurate information to all the
members pf a team for effective performance in a hotel. Some of the information systems such as
MIS and performance management system which would help the spread and management if
information in a right manner. These system increases the accessibility of the data which can be
used by various department in order to maintain the records and can make strategies which can
be effective for providing benefits to the hotel in every aspects (Roper and Payant, 2014 ). The
skills of an employee should be enhanced fro using these highly advanced communicative
devices so that one can transfer the information within no time which leads to increase the
efficiency of every services.
AC3.2 Identify the control systems required for effective facilities operations within an agreed
context.
The control system which can be implemented within Marriott hotel for providing the
effective facilities are discussed below
Budgeting is very necessary in order to decide the effective budgets which can be
implemented in order to make plans accordingly which would be provided adequate data
regarding the usage of resources financially.
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Accounting and auditing control system deals with the budget making and other financial
aspects which are needed to be checked , controlled and even audited. The employees are made
aware regarding the terms which are related to audit and accounts.
Purchases and sales should be keep a check in order to provide the checklist and sales
audit on every process and related practice which is needed to be carried out in a company. This
would lead to provide certain control on the expenses which occurs in the conduction of these
process.
The procedures which are related to operations and management are needed to be
controlled through various maintenance method which are adopted by facility manager for
keeping a check on all the processes of the operations (Roper and Payant, 2014).
AC3.3 Discuss the systems needed by a facilities manager to support effective building
management.
There are various system which are needed by the hotel such as fire alarm system which
were regarded as the best detector of any mishap which can be caused by fire , this would
provide protection against the damage to property as well as life which can be caused due to fire.
Another can be improvement in the plumbing system as every hotel requires sanitary facilities
which needs water facilities there are chances such as which causes the excessive water leakage
or shortage which can affect various functions of a hotel. There should be complete system fro
monitoring as it is very important for maintaining the safety and securities of hotel therefore is
very important to capture every activities in a CCTV camera. There are several engineering
systems which are needed to be implemented as all the operations are performed which the help
of certain machines which performs the operational task in an effective manner. All the task
should be converted into automation by introducing machines to perform all the manual task
(FACILITIES AND OPERATIONS MANAGEMENT,2018).
AC4.1 appropriate criteria to evaluate the quality and effectiveness of facilities operations.
The criteria which are required in order to provide evaluation regarding effectiveness are
Setting up the targets and objectives which are required fro planning a particular plan
which is needed to be set up so that one can get directions in order to maintain and monitor all
the related functions, tasks and programs which provides effective implementation of it
There shall be some programs which are conducted for the training and development of
the employees who are working in a hotel. These training programs not only enhances and
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develops certain skills in workers but also lead to evaluate the factors which they needed to
implement and what they lack which is degrading their services.
Some of the vision , mission and other standards shall be developed that can provide
guidance to the operations of the hotel which are required to be delivered in such a way that it
leads to provide the positive response of a customer. The vision provides the company a
direction on \which the task are performed in order to achieve the ultimate goal of the hotel
which is providing satisfactory services to the customers.
AC4.2 Implement evaluation and review procedures to analyze the quality and effectiveness of
facilities operations.
It is very important to evaluate a particular training so that one can judge effectively as
to under the implementation of various operations. The staff should be able to learn the related
mechanism and other processes . Also the developing of several online and other offline
processes which can provide feedback of the customers in order to improve the factors which are
related to services. This process would provide the acknowledgment of various loopholes,
several aspects of processes which determines whether it is right or wrong and also related
weaknesses. There are 360 degree evaluation of every employee in order to maintain the reviews
of that particular worker from the colleges who would be judging them on not only the
performance but also other aspect such as behavior etc. All these criteria lead to review the
procedures and also provide related ideas which are important for the development of every
employee and the the standard of a services which is delivered by them (Roper and Payant,
2014).
CONCLUSION
It has been concluded that certain operations which are related to the effective
maintenance for building all the operations . A specific standard is always required for
maintaining the quality of the service which is very important aspect of every organisation and
also to develop more customers which are very important in order to provide profitability to the
business. Also there are certain criteria which have been set by the UK government in order
maintain all the aspects which safeguards every customer who is availing services from the
hospitality sector by controlling their functions and operations.
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REFERENCES
Books and Journals
Atkin, B. and Brooks, A., 2014. Total facility management. John Wiley & Sons.
Gerszberg, I. and et.al., 2016. Facility Management Platform For A Hybrid Coaxial/Twisted
Pair Local Loop Network Service Architecture. U.S. Patent Application 14/869,283.
Grimaldi, P. and Cano, P. F., 2016. Size and profile of sports facility management
organizations. Apunts. Educació Fisica i Esports.(126).pp.72-78.
Hosseini, M. R. and et.al., 2018. Integrating BIM into facility management: Typology matrix of
information handover requirements. International Journal of Building Pathology and
Adaptation.36(1).pp.2-14.
Hu, Z.Z. and et. al., 2016. Construction and facility management of large MEP projects using a
multi-Scale building information model. Advances in Engineering Software.100.pp.215-
230.
Kang, T. W. and Hong, C. H., 2015. A study on software architecture for effective BIM/GIS-
based facility management data integration. Automation in Construction.54.pp.25-38.
Leiblein, T. and et. al., 2017. Legionella prevention in water systems in hospitals: stakeholders
and the process seen from facility management. In 9th International Conference on
Legionella, Rome, 26th-30th September 2017 (p. 37). Industrial Water Society.
Pishdad-Bozorgi, P. and et.al., 2018. Planning and developing facility management-enabled
building information model (FM-enabled BIM). Automation in Construction.87.pp.22-38.
Roper, K. and Payant, R., 2014. The facility management handbook. Amacom.
Online
FACILITIES AND OPERATIONS MANAGEMENT.2018.[online]. Available Through
<https://www.monadelphous.com.au/what-we-do/our-operations/maintenance-and-industrial-
services/facilities-and-operations-management/>
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