Hospitality Facilities and Operations Management

This assignment delves into the critical components of facilities and operations management within the hospitality sector. It examines processes governing both internal and external hotel operations. The role of facilities managers, statutory regulations, health and safety documentation, and the analysis of management quality are all discussed in detail. This comprehensive overview provides insights into the essential elements that drive successful hospitality management.

FACILITIES OPERATIONS
AND MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Responsibilities of facilities manager for engaged staffs in facilities operations.................1
1.2 Responsibilities of manager in respect of operational aspects of building...........................2
1.3 Responsibilities of manager towards customers...................................................................2
1.4 Impact of employers or funding agencies on facilities operations........................................3
TASK 2 (PowerPoint)......................................................................................................................3
2.1 Statutory regulations affecting the facilities operations in hospitality industry....................4
2.2 Health, safety and environment measures in a hotel.............................................................4
2.3 Documentation for statutory regulations in respect of health, safety and environmental
measures......................................................................................................................................5
TASK 3............................................................................................................................................5
3.1 Effective systems for processing of information and maintaining communication..............5
3.2 Controlled systems for effective facilities operations...........................................................6
3.3 Systems to support effective building management..............................................................7
4.1 Quality and effectiveness evaluation of facilities operation.................................................7
4.2 Analyse the quality and effectiveness of facilities operations..............................................8
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10
Books and journals ...................................................................................................................10

INTRODUCTION
Facilities operations and management are the strategic tools to manage and facilitate the
operations to run an organisation or business. There are more importance of facilities and
operations management in hospitality sector. Facilities manager is responsible for managing
facilities operations and management(Benavides-Velasco, Quintana-García,and Marchante-Lara,
2014). In this report, responsibilities of facility manager with other effective and controlled
systems that are applied by a manager in hotel industry will be explained. Apart from this, the
statutory regulations with all safety measures including health and environmental issues will be
discussed. Quality and effectiveness evaluation of facilities operations in different aspects are
also going to be described here.
TASK 1
1.1 Responsibilities of facilities manager for engaged staffs in facilities operations
Facilities management is a professional tool that provide discipline, efficient and
effective support to run an organisation. This is used to coordinate the practices of physical
workplace with people and e work of organisation. Facilities managements and operations are
needed to be upgraded according to the changing trend of market.
Scope of this facility management deals with mainly two areas of organisation. These
include space and infrastructure like workplace, construction, design, lease, occupancy,
maintenance, accounting, marketing and hospitality. Maintenance of these areas of work is a
complex process. Many operations are needed to maintain these operational work. Facility
manager should give attention towards the functioning of all systems within Milestone hotel. The
main duty of manager is to take care of the daily maintenance and management of hotel. Facility
manager works with contractors, employees and executive members. Staffs are given with
training to manage and handle all the related facilities and operations within hotel. Staffs and
workers are encouraged for their work and performance by the manager. Better plan and
strategies are made by the manager so that work performed by staffs are smart and effective.
Staffs are always updated with all aspects of facilities management that how their customers will
stay as loyal customers (Davis, Lockwood, Alcott and et.al, 2018).
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1.2 Responsibilities of manager in respect of operational aspects of building
It is necessary to take care of building operations of hotel like accessibility, maintenance,
repair and security of Milestone.
Accessibility: In hospitality industry, the accessibility is done at different levels. This
include roof, terraces, ground floor, lift, car parking, garden, bed rooms and many more. The
hotel reception must be located on the ground floor with one office and a special room. Lift
facilities are provided to the last storeys of hotel building. Car parking should be available in
lower ground of hotel(Drees,Boettcher and KummerJohnson Controls Technology Co, 2014).
Maintenance and repair- Climate of environment goes on changing due to which the
external structures may be damaged or appear dull. So, it is necessary to look after the building
infrastructure. Sometimes, few appliances and things get damaged by the physical activities of
staffs and customers so that their repairing will be done on time.
Mechanical and electrical systems: - Milestone Hotel is equipped with different types
of electrical systems in bed rooms, kitchen and wash rooms and even at other places. All
electrical equipment and appliances that are used in hotel must have energy saving mode and
protected from electric shocks.
Refurbishment and security: Security of hotel staffs and customers are the first priority
of hotel management. Guards are appointed in different departments of the hotel. Separate
guards must be there for night shift. Fitting of surveillance cameras should be at different corners
of the hotel. Sensor alarm is fitted to reduce the risk of fire and other hazardous activities within
hotel
1.3 Responsibilities of manager towards customers
The role of manager is supported to work of staffs and customers' satisfaction. All
facilities' management and operations are maintained to fulfil the demand requirement of
customers. A warm welcome is given to their customers with beautiful gifts and greetings.
Customers should be given with complete relevant information regarding hotel booking
procedures. Requirements of customers should be fulfilled as it is promised. Security of
customers and their goods are undertaken as the first priority(Fuller, Paix and Morrison,
2015) .
Sometimes, few customers are cheated by fraud hotel booking agents and so, it is
necessary to give proper advice to their customers related with booking details. Money makes
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money but it cannot make customers. This may be created by human behaviours. Manager is
always loyal to their customers for everything; whatever they are required for. Communication
with their customers and a friendly behaviour is very helpful to make loyal customers. Functions
and events should be organised by the manager for their customers. Customers are the king and
so, they will be given with all facilities as they pay for these services. So, they must be respected
within hotel premises. Systems of Milestone hotel can be upgraded by the manager to provide
better services to their customers.
1.4 Impact of employers or funding agencies on facilities operations
Employers are engaged in different facilities sectors like private, public, local authority, etc.
Effect of private ownership- Hospitality sector is mainly owned by the private owners
but there is also involvement of board management and local authority in statutory regulations.
The main purpose of private ownership is to earn more profit by maintaining the customers'
satisfaction. Private ownership is mainly based on the size of hotel and investment made over it.
Management Board- There are different management boards involved in hospitality
industry. The reason behind this is that many rules and regulations are needed to be followed by
hotel management. Facilities management and operations are influenced by their decisions.
Funding partnership- This type of partnership is done to strengthen the economic
condition of hotel. The products and services are enhanced by funding partnership. Decisions are
not taken by this but sometimes, activities get affected by the financial position of undying
partnership(Hsiao and Chuangand ,2014)
Local authority- Current scenario says that local authority is trying to support hotel
management because tourism is being given with importance. The local authority of every place
is not same and so, there are a few terms and conditions that are needed to be followed by hotel
management. These informations are shown during tickets bookings.
TASK 2 (PowerPoint)
This portion is in ppt.
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TASK 3
3.1 Effective systems for processing of information and maintaining communication
Informations may be maintained by effective way of working. The informations that are
kept during customers' visit are helpful in providing them a better service. The informations may
be more clear if there is an effective communication between the management of hotel and
customers. There are many ways through which effective communications can be maintained.
 Meetings with working staffs- Working staffs are needed to train with their listening
and speaking skills so that customers can be handled easily.
 Behavioural language- This is one of the additional techniques to make a
communication more effective. Staffs are needed to teach that how they have to present
their body language in front of customers.
 Availability of advanced technology- A manger is responsible to upgrade the
technologies of concerning Milestone hotel. Working staffs are given Bluetooth
microphone to mange their works immediately after instant instruction or order.
 Maintenance of cameras- Surveillance Cameras are installed at different places so that
the proper informations and activities of working staffs acne be noticed.
 Additional informations- These additional informations can be added by following
small steps like engaging of posters and safety measures board in lift, announcement of
newsletter for guests, tent card at front desk and rooms(Lee, Back, and Chan, 2015.).
3.2 Controlled systems for effective facilities operations
Controlled systems are the additional tools that are used to enhance the productivity and
level of a hotel.
 Food and beverages control system- Substances that are used to make foods and
beverages in hotel should follow a standard. Salt and chemicals that are being used must
match the standard of food and beverages documentarian regulations. Foods are cooked
in such a quantity so that it is not wasted. Nutrition and recipe management is being
followed by hotel management.
 Technological control- It is always to be in account that the technology must be
updated to enhance the facilities and operation management. Electrical appliances that
are used have less energy consuming capacity with efficient output. Sensors are used to
control the systems automatically. By this method energy can be saved.
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 Solar energy plan- Using of solar energy plan is one of the best example of controlled
systems that may enhance the standard of hotel.
These are known as inventory control that are used to fulfil the demand of customers.
Apart from these controlled systems, financial control is another way to maintain the
facilities operations because to handle all the financial dependent operations within hotel.
3.3 Systems to support effective building management.
Building management of Milestone hotel is unique and beautiful. In current scenario, no
any building is designed without use of computer systems because most of the systems that are
only controlled by use of computer software such as power systems, lightning, lift systems and
many more. A special building management systems are used to make a large hotel building with
the help of software and hardware. This is System is called BMS. This system is also used to
detect the base isolation of earthquake vibrations so that safety measures can be taken. Other
control systems are also being developed so that buildings start to float during a flood. Concrete
properties will be increased by using safe building system. Camera surveillance is also a part of
this BMS system. About 40% of the building infrastructure management are managed by
Building Management System(Nielsen,Sarasojaand Galamba, 2016)
Apart from these all things the external building management include gym, swimming
pool, gaming zone and beautiful gardens. Bedrooms and gallerias are made in such a way that
light and airs can be easily pass through it. Water harvesting and solar energy plates are planned
and made there in hotel for energy saving process.
4.1 Quality and effectiveness evaluation of facilities operation
Quality and effectiveness of facilities management show the dedication of working staffs
and their management. There are various methods that are based on different criteria to evaluate
its quality and effectiveness.
 Customer satisfaction- Main objective and aim of hotel management is to provide
satisfactory results to their customers. Reviews of customers are one of the most
important point to know about the quality if its management.
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 Building management- It is already discussed that 40% of infrastructural is based on
BMS system that reduce the risk of harm and also enhance so many internal facilities of
hotel. Updated technologies are used for this type of system.
 Market position- This is the ranking of hotel in market according to the financial growth
that show the economic contribution with nation's economy. This depend upon the
customer loyalty.
 Staffs' consideration- It is also one of the factor that how a hotel is dealing with their
staffs. Facilities that are provided to working staffs are considerable or not. Wages that
they are paid are according to government rules or not.
 Additional services- There are lots of services that are provided by hotel management
that make their quality more effective than others like availability of transportation
systems for their guests.
4.2 Analyse the quality and effectiveness of facilities operations
Milestone's Hotel have been started with its effective management but it is not necessary
that it would be maintained throughout the time. That's the reason the quality and defectiveness
are analysed within regular interval of time. There are various ways to analyse the facilities
operations and management.
Feedback- Important key to analyse the quality and effectiveness of management are the
feedback that are given by customers, because they are the direct components who have taken
the experiences of products of services.
Record check up- Previous data and information that have gathered in last business
cycle must be checked up by the management to find out their weakness. It is done so that the
previous mistakes can not be repeated further(Pilanawithana and Sandanayake, 2017). Camera
surveillance investigation is very necessary because this may show the good and bad
performance of staffs.
Meeting with staffs- This is conducted to tell the weakness d strength of management so
that the weakness can be reduced by applying new strategies and plans.
These all process are done to enhance the quality and effectiveness of facilities management ad
operations.
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CONCLUSION
It is concluded here that the facilities and operations management are the key components
of hospitality sectors that include all the process and procedures of managing everything from
internal to external management of hotel. Role of facilities manager, statutory regulations,
documentation related with health and safety measures are described here. Apart from this,
evaluation and analysation of management quality is also discussed here.
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REFERENCES
Books and journals
Benavides-Velasco, C. A., Quintana-García, C. and Marchante-Lara, M., 2014. Total quality
management, corporate social responsibility and performance in the hotel
industry. International Journal of Hospitality Management.41.pp.77-87.
Davis, B., Lockwood, A., Alcott, P. and et.al,.., 2018. Food and beverage management.
Routledge.
Drees, K.H., Boettcher, A. J. and Kummer, J. P., Johnson Controls Technology Co,
2014. Systems and methods for using rule-based fault detection in a building
management system. U.S. Patent 8.788.097.
Fuller, G., Paix, K., Yin, S. and Morrison, J. D., Honeywell International Inc, 2015. Systems and
methods for configuring a building management system. U.S. Patent 9,170,574.
Hsiao, T. Y., Chuang, C. M. and Yu, S. M. F., 2014. Establishing attributes of an environmental
management system for green hotel evaluation. International Journal of Hospitality
Management. 36. pp.197-208.
Lee, J. S., Back, K. J. and Chan, E. S., 2015. Quality of work life and job satisfaction among
frontline hotel employees: A self-determination and need satisfaction theory
approach. International Journal of Contemporary Hospitality Management.27(5). pp.768-
789.
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.
Pilanawithana, N. M. and Sandanayake, Y. G., 2017. Positioning the facilities manager’s role
throughout the building lifecycle. Journal of Facilities Management, 15(4), pp.376-392.
Price, S., Pitt, M. and Tucker, M., 2011. Implications of a sustainability policy for facilities
management organisations. Facilities. 29(9/10). pp.391-410.
Roper, K. and Payant, R., 2014. The facility management handbook. Amacom.
Tin, T., 2016. ENVIRONMENTAL MANAGEMENT PLAN for.
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