Facilities Operations and Management Report

This report explores the responsibilities of a facility manager in the hospitality industry, specifically at Qbic Hotels, London. It covers areas such as staff management, customer service, operational aspects of the hotel building, statutory regulations, health and safety measures, and effective communication systems for efficient facilities management.

Facilities Operations and
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Responsibilities of the facility manager for facilities operations in the Organization:....3
1.2 Responsibilities of the facility manager for operational aspects of the hotel building:.. .4
1.3 Responsibilities the facility manager towards the customers using the facility:..............5
1.4 Impact on facilities operations of employers and/or funding agencies:...........................6
TASK 2............................................................................................................................................7
2.1 Assessing the Statutory Regulations which affects the facilities operations of the
Organization:..........................................................................................................................7
2.2 Discussing the health, safety and environmental measures that is implemented by a facility
manager:.................................................................................................................................7
2.3 Documentation required to account for compliance with statutory regulations and health,
safety and environmental measures:.......................................................................................9
TASK 3............................................................................................................................................9
3.1 Effective systems for processing information and maintaining communications in the
Organization:..........................................................................................................................9
3.2 Identifying the control systems required for effective facilities operations:..................10
3.3 Discussing the systems required by a facility manager to support effective building
management for Hotel:.........................................................................................................11
TASK 4 .........................................................................................................................................11
4.1 Establishing appropriate criteria to evaluate the quality and effectiveness of facilities
operations in the Organization:............................................................................................11
4.2 Implementing evaluation and review procedures to analyze the quality and effectiveness
of facilities operations of the Organization:.........................................................................12
CONCLUSIONS............................................................................................................................12
REFERENCES..............................................................................................................................14

Illustration Index
Illustration 1: Facilities Operations..................................................................................................7
Illustration 2: Health, Safety and Environment.............................................................................10

INTRODUCTION
Management is the process in which the organization manages its working and makes
sure that everything is going well. Facilities operation management is a professional
management which is used to analyze the efficiency and effectiveness of the services which they
are offering to their customers. Facilities and operations management is focused on to maintain
the infrastructure by monitoring all the functions of the organization.
This report will focus on the responsibilities of the facility manager which towards its
staff members and to their customers as well. It will also discuss statutory regulations which can
affect facilities operations in the organization. Report will focus on developing effective systems
for processing information and maintaining communications. This report will study the facilities
operations and management on Qbic Hotels, London.
TASK 1
1.1 Responsibilities of the facility manager for facilities operations in the Organization:
For hospitality industry its very important for the facility manager to ensure that every
function in the hotel is working properly. Facility manager is the person who manages the overall
functions and operations of the hotel. He tries to focus on the proper functioning of the
equipment used in the hotel management, building services, its infrastructure, environment and
safety condition, for example, lighting, heating, water, sanitary services, etc. He also ensures that
all their customer are satisfied from their services by solving all there queries and feedback.
There are so many responsibilities which the facility manager has to follow in order to
maintain a good equilibrium between him and their staff members, such as,
 Proper Functioning of operation and management : This is the most important
responsibility of the facility manager to operate in the hotel. He has to make sure that
there is enough staff members present in the hotel to give services to their customers. For
the smooth functioning of the operation and management system of the hotel its very
important for him to ensure that the financial, operational and manpower budgets are
sufficient in the hotel to deliver their service effectively.
 Training and Development : This process helps to make the staff members more trained
and skilled in their respective jobs. This will help the employees to get aware of the
standard operating procedures of the hotel and their functions within its operations (Aziz,
N.D., Nawawi, A.H. and Ariff, N.R.M. 2016).

 Clarity of Role and Job Descriptions : Due to the decrease in the level of customer
satisfaction and customer retention, it very important for the facility manager to clearly
describe their jobs and responsibilities which they have to follow in the hotel. He ensures
that every employees has understood their responsibilities towards their organization.
 Employee Welfare Activities : This implies to the activities which is being operated in
the organization which also involves the staff members as well to in the decision making
for the hotel management. This will help them to get new ideas and the ways in which the
hotel operations can be made progressive and efficient to increase their customer's
satisfaction level.
1.2 Responsibilities of the facility manager for operational aspects of the hotel building:
For facility manger, its very crucial for him to monitors all the aspects of the hotel which
also includes operations with respect to the hotel property. The entire responsibility of the
operations is managed by the facility manager, which includes,
 Statutory Compliance : This is a mandatory method which he has to managed in time.
For example, renewing all the certifications and licenses of all kinds with respect to the
hotel operations. This will ensure that they have done all the legal possessing which is
required for the hotel to run successfully in the industry.
 Development of Security Programs : Proper safety measures should be available in the
hotel building to ensure their customers that they are safe and secure in their
environment. For example, installation of fire extinguishers and fire evacuation should be
done carefully by him in the hotel building (Grant, D.B., Wong, C.Y. and Trautrims, A.
2017).
 Auditing : It should be done in a specific time period to ensure that all the function of the
operational management is working smoothly. Internal as well as external legal and
statutory audits should also be done by the facility manager in the hotel.
 Maintenance and Repair : It is very important to ensure that proper maintenance of all
building and services are going smooth. Any fault or repair in the hotel building should
be done on time.
 Mechanical and Electrical Systems : all mechanical and electrical system of the hotel
building should work properly. Time to time maintenance should be done by the facility
manager to work efficiently (Heizer, J. 2016).

1.3 Responsibilities the facility manager towards the customers using the facility:
Facility Manager has to manage their customers as well. He has to make sure that the
internal as well as the external customers which is being related with the hotel should be satisfied
by using their services. Various responsibilities of the facility manager towards the customers are
as follows,
 Providing better deals and options : It is very crucial for the hospitality industry to
provide a good deal to their customers to attract them. This can be done through various
ways, such as, by providing some offers on their limited services, giving discounts on the
room tariffs, etc. This will help then to increase their customer rate and will also help
them to earn a good revenue from it (Halim, A.I.A. and et-al. 2017).
 Providing customer care information : To provide any information about their services,
facility manager should ensure that they are providing a good customer care services to
their clients which can help to solve their queries and problems related to their services.
 Service Management : Facility manager makes sure that he is providing their customers
the best services and facilities during their stay in the hotel to satisfy them. They should
feel happy about the kind of services they got during the stay. It will help Qbic hotel to
gain popularity in the market.
 Customer needs and expectations : Understanding customers needs and expectations
from their hotel helps the facility manager to provide them the services according to their
preferences. This will make their stay more comfortable and satisfactory. It helps to enjoy
their holiday.
 Safety and Security Assurance : Assuring their customers about the safety and security
of them is also managed by the facility manager. It should be maintained properly in the
hotel management system.

1.4 Impact on facilities operations of employers and/or funding agencies:
All the facilities operations should be done under the statutory and legal compliance's and
as per the standard operating procedures within the hotel. By implementing all these methods in
the hotel, it will help the funding agencies to remain satisfied. By ensuring that all the private
and/or public owners of the facilities provided in the hotel are well satisfied by the services.
He will also make sure that all the funding partnerships of the hotel are receiving a good
return on their investment. For this, facility manager improve the management system of their
hotel to increase their overall profit so that all the employees are getting a good salary and
investors are getting a good return. It will help the hotel to grow in the target industry and make
strong impression on their customers (Krajewski, L.J., Ritzman, L.P. and Malhotra, M.K. 2015).
Illustration 1: Facilities Operations
Source : Facilities management. 2016

TASK 2
2.1 Assessing the Statutory Regulations which affects the facilities operations of the
Organization:
With respect to the facilities operations, United Kingdom's Statutory Regulations and
procedures are very strict. The facility manager has to ensure the implementation of all the safety
measurements to save the environment and other useful policies and practices that are required
for the hotel according to the UK law.
 Facility manager should ensures the safety, environment and health as per the UK laws
and regulations of their customers that are staying in their hotel.
 He should have all the required papers, license and certificates to ensure the UK
government that they are capable of running a hotel facility in the industry.
 Facilities provided to their customers should be free from all the insecurities like fire,
health and hygiene of them.
 There should be an internal and external audits happening in the hotel in a given time
interval to check that the system is working smoothly.
 Proper certifications and licensing should be done by the facility manager itself only,
such as, for serving alcohol in the menu, for playing sound system like disc (Nielsen,
S.B., Sarasoja, A.L. and Galamba, K.R. 2016).
 For safety and security measures for the customers, the staff members should be trained
accordingly.
2.2 Discussing the health, safety and environmental measures that is implemented by a facility
manager:
United Kingdom's laws and regulations are very strict for health, safety and
environmental issues which is being implemented by the hospitality industry into their
management system. For example, there is an act called Food, Health and Safety Act, 1974
which all the hospitality industry has to follow into their system.
Various health and safety environmental issues which should be follow by the hotel are as
follows,
 There should be a proper inspection on health and hygiene related aspects of the hotel to
ensure that it is providing a clean and healthy environment for their customers.

 Regular pest control will help the hotel to control all kinds of pests which can grow in
there.
 All the employees and other people working in the hotel should keep themselves neat and
clean. And a proper health check up of them should be done to make sure that everyone is
healthy. This will help them to increase their work efficiency.
 The food which is being serve to their customers should pass all the quality and health
tests to ensure the safety of them. This will improve the quality of their food.
 Proper auditing will help the facility manger to understand the places where he needs to
work upon for the improvement of the operation management in the hotel (Peng, J., Zhao,
X. and Mattila, A.S. 2015).
 Keeping the hotel building neat and clean by proper sweeping should be done twice a day
i.e. in the morning and one in the evening.
Illustration 2: Health, Safety and Environment
Source : Why HSE in an Organization. 2017

2.3 Documentation required to account for compliance with statutory regulations and health,
safety and environmental measures:
There are various documentation which are required to meet the statutory regulations for
health, safety and environmental measures for the hotel to follow into their system. There is a
maintenance of MIS and Performance Reports at each and every facility that ensure that the
status on the various activities are enlisted and documented.
Various activities which is being listed in the documents, MIS and performance reports of every
facilities listed should be maintained by the facility manager.
Various documents and registers that have to be maintained and accounted for the compliance's
with statutory regulations and issues in UK are as follows,
 Certifications and licenses : A proper healthy and hygiene act should be there in the
hotel management to ensure the quality of their food which is being served to their
customers. Proving a good and healthy food will make their customers happy and
satisfied through their services.
 License of operations for the hotel property : There is great importance of proper
licensing of operations for the hotel property which includes, fire control, building
operation and other statutory licenses. It should be check regularly by the facility
manager to ensure that they are not expired (Schwarz, E.C., Hall, S.A. and Shibli, S.
2015).
 Certification on the health and safety of the customers : Health and safety are two
important aspects of hospitality industries to maintain in order to run successfully. Health
and safety measures of the customers should be maintained by the hotel management.
Proper housekeeping and cleaning should be ensured by the facility manager.
Maintaining the plants and tress is also managed by him to save environment.
TASK 3
3.1 Effective systems for processing information and maintaining communications in the
Organization:
Communication plays an important role in any industry irrespective of the fact that in
which field they are operating. A good communication skills will help the organization to build a
healthy relationship between their staff members and to their customers as well. Hotel operation

and management requires daily interaction and communication with the management team, staff
members and the customers. For the better communication among people, facility manager can
opt for various available in the market, for example, mobile phones, walkie-talkie, etc. These
devices cab be used to communicate and convey the information to various people for their work
to be done in the hotel. (Unit 18 Facilities Operations Management Assignment. 2018)
Other options which can be implemented for this method can includes, internet facilities,
through e-mails, or by telephonic communication which can help the hotel staff to do their work
effectively. Some processing information can include, Management Information System and
Performance Management System, which can be helpful to evaluate hotel's overall performance.
The information system should be effective in the hotel to deliver their best service to the
customers.
3.2 Identifying the control systems required for effective facilities operations:
The biggest challenge in the current time for the hospitality industry is to survive in the
market successfully. Various control system which are required for the effective functioning of
the facilities operationas in the hotel are as follows,
 Accounting and Auditing : Having a good account manager has a great importance in
the organization which can help them to maintain their budget anf financial statement of
the hotel. In this process, financials are checked, audited and controlled by the manager
to ensure that they are working effectively.
 Budgeting : For implementing any new strategy or plan or any other services, budget has
to be decided by the manager to make sure that they are not doing unnecessary expenses.
It has to be done in a controlled manner.
 Equipment knowledge and controls : This factor helps to understand the proper
functioning of the devices and equipements operating in the organization. It can have
procedures and manuals which can help in checking and operating those devices and
tools related to the hotel operations and management.
 Purchasing & Sales : purchasing and sale related to hotel management should be done
carefully by the facility manager to ensure that they have all the required products which
can be used in the operations of hotel system (Stamm, G. and et-al. 2015).

 O & M Procedures and controls : Operations and maintenance methods should be kept
in control to ensure that every process is working efficiently and they are providing a
good service to their customers.
3.3 Discussing the systems required by a facility manager to support effective building
management for Hotel:
To make an effective building management plan for the hotel, the facility manager can
implement various methods to do this. Different systems or equipment required for this includes,
 CCTV and monitoring system : This will ensure the complete monitoring and
observational system which can help the hotel management team to track the work of
their staff. This will also be useful in ensuring the safety precautions of their customers.
 Engineering systems : This will help the hotel to ensure proper functioning of the
machines and equipment available in their system.
 Fire Alarm System : It is a system which work when there is a fire emergency in the
hotel to make all the present people aware of the accident and can help them in the rescue
process.
 Security and systems for observations : This will ensure the safety and security of their
customers coming to stay in their hotel. It will make them to give a good impression of
their organization (Motamedi, A., Hammad, A. and Asen, Y. 2014).
 Plumbing systems : This system will help to take care of all the processes and methods
related to the plumbing functions in the hotel. This will ensure that problems related to
water supply and sanitary related process is working well.
 HVAC System : This is a system which will take care of the all the air conditioning
operations and practices operating in the hotel.
TASK 4
4.1 Establishing appropriate criteria to evaluate the quality and effectiveness of facilities
operations in the Organization:
Evaluating the quality and effectiveness of the facilities operations and management in
the hotel, its very important to set criteria for this to successfully implement it. Some methods
which can be useful for the hotel are as follows,
 Setting the targets, objectives and the plans : This is to be done to implement targets,
objectives and various plans for the hotel which can help them to increase their customers

rates and the overall revenue of the hotel. It will also ensure to bring some new and
innovative changes in their management system to adopt.
 Development and implementation of the training program : This would help in the
overall development of their staff members to deliver the best service to the customers.
This will help in dwelling the essential skills and competencies among the team members
that have been working with the hotel.
 Identifying the Vision, Mission and Standards : Understanding the vision and mission
of the hotel carefully will help the facility manger to plan strategies according to the
requirement. This ensures that they are capable enough to compete with their competitors
in the target market.
4.2 Implementing evaluation and review procedures to analyze the quality and effectiveness of
facilities operations of the Organization:
To analyze the quality and effectiveness of facilities operations of the hotel will help the
facility manager to evaluate the overall performance of them. Implementing or understanding
various factors which can be useful are as follows,
 Review and evaluation of the training that are being organized for the various staff
working for the hotel : Giving proper training on development skills will help the staff
members to deliver the best service. It will also improve their work efficiency and
quality. From this training it becomes easy for the facility manager to assign work to the
staff members. This process will help to know on the loopholes, weaknesses and the
wrong processes that the hotels have been following and help in their correction easily at
all the levels (Mahadevan, B. 2015).
CONCLUSIONS
From the above report it can be concluded that facilities operations and management
plays a very important role in the hospitality industry. The facility manager helps the
organization to understand their functioning more accurately. It also discussed about the various
responsibilities of the facility manager with respect to their staff members, customers and with
operational management of the hotel. This reports gives the detailed information on the statutory
regulations of the UK law on the hospitality industry on health, safety and environmental
measures. It also explained the effective systems for processing information and maintaining

communications within the hotel and appropriate measures to analyze the quality and
effectiveness of facilities operations.

REFERENCES
Books and Journals
Aziz, N.D., Nawawi, A.H. and Ariff, N.R.M., 2016. Building Information Modelling (BIM) in
Facilities Management: Opportunities to be Considered by Facility Managers. Procedia-
Social and Behavioral Sciences. 234. pp.353-362.
Grant, D.B., Wong, C.Y. and Trautrims, A., 2017. Sustainable logistics and supply chain
management: principles and practices for sustainable operations and management. Kogan
Page Publishers.
Halim, A.I.A. and et-al. 2017, October. Capability challenges of facility management (FM)
personnel toward sustainability agenda. In AIP Conference Proceedings (Vol. 1891. No.
1. p. 020024). AIP Publishing.
Heizer, J., 2016. Operations Management, 11/e. Pearson Education India.
Krajewski, L.J., Ritzman, L.P. and Malhotra, M.K., 2015. Operations management: processes
and supply chains. New York, EEUU: Prentice hall.
Mahadevan, B., 2015. Operations management: Theory and practice. Pearson Education India.
Motamedi, A., Hammad, A. and Asen, Y., 2014. Knowledge-assisted BIM-based visual analytics
for failure root cause detection in facilities management. Automation in construction. 43.
pp.73-83.
Nielsen, S.B., Sarasoja, A.L. and Galamba, K.R., 2016. Sustainability in facilities management:
an overview of current research. Facilities. 34(9/10). pp.535-563.
Peng, J., Zhao, X. and Mattila, A.S., 2015. Improving service management in budget hotels.
International journal of hospitality management. 49. pp.139-148.
Schwarz, E.C., Hall, S.A. and Shibli, S., 2015. Sport facility operations management: A global
perspective. Routledge.
Stamm, G. and et-al. 2015. An Exploratory Analysis of Big Ten Collegiate Recreational Aquatic
Facilities Operations and Staffing. Journal of Facility Planning, Design, and
Management. 3(2).
Online
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