Facilities Management Report

The report concludes that facilities' management are very important for smooth running of hotel business. Proper handling of building, information, and communication are highly supportive for effectiveness of hotel industry. Customer satisfaction is increased by providing various facilities such as comfort, convenience, proper information, and guidance.

Facilities Operations and
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
AC 1.1 Assess the responsibilities of the facilities' manager for staff engaged in facilities
operations. ..................................................................................................................................3
AC 1.2 Discuss the responsibilities the facilities' manager has for operational aspects of the
building.......................................................................................................................................4
AC 1.3 Assess the responsibilities the facilities' manager has towards customers using the
facility. .......................................................................................................................................4
AC 1.4 Discuss the impact on facilities operations of employers and/or funding agencies.......5
TASK 2 ...........................................................................................................................................6
TASK 3............................................................................................................................................6
AC 3.1 Develop and deploy effective systems for processing information and maintaining
communications. ........................................................................................................................6
AC 3.2 Identify the control systems required for effective facilities operations within an
agreed context. .........................................................................................................................7
AC 3.3 Discuss the systems needed by a facilities' manager to support effective building
management................................................................................................................................7
AC 4.1 Establish appropriate criteria to evaluate the quality and effectiveness of facilities
operations....................................................................................................................................8
AC 4.2 Implement evaluation and review procedures to analyze the quality and effectiveness
of facilities operations. ...............................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES.............................................................................................................................10

INTRODUCTION
In the context of Hospitality sector, facilities management are highly significant in
current time. So Facilities management have emerged in very rapid speed. It includes the proper
management of non core activities of a hotel business but plays an important role in effectiveness
of core activities. The present report is based on various situation which will provide a deeper
and clear insight about the responsibilities and roles of facilities manager in the context of staff,
customer and building. It also includes the analytical and review measures adopted by facilities'
management for ensuring Quality and effectiveness of operations in respect of hotels.
TASK 1
AC 1.1 Assess the responsibilities of the facilities' manager for staff engaged in facilities
operations.
Facilities management and its scope: Facility management refers to ensure the proper
availability of supportive services for organization with efficiently or effectively. Its main work
is to integrate the built environmental factors.
In its scope includes mainly two points i.e. proper infrastructure for organisation and adequate or
sufficient space made available for various functioning. Cleaning, lightings, Energy availability,
interior designing, security, safety etc. can be also included in the scope of Facilities
management.
Responsibilities of the Facilities manager for staff: The main responsibility includes to
make sure about all the work place related requirement of staff and employees are being met or
not. Some other responsibilities are as follows:
 Management of office system which includes the equipment and IT concerned with
office.
 Suitable working environment are ensured to be provided for employees, staff and
stakeholders (Pärn and et.al., 2017). It is helpful in employees morale resultant in high
productivity.
 Management facilities and various system services are provided to support organisational
core activities such as cleaning, refreshment (catering services), hygiene, site parking
facilities and budget management and book keeping and data recording etc.
 Adequate personal securities and feeling of welfare are provided.

 Easy accessibility are provided as anytime contact can be done through telephone or
email.
AC 1.2 Discuss the responsibilities the facilities' manager has for operational aspects of the
building.
1. Accessibility: In this regard, facilities managers help in identifying the suitable location
and various option for new premises for existing workplace and establishment of new
branch.
2. Maintenance and repair of building: It involves all the prevention and up-gradation or
improvement work related to hotel buildings such as Whitewashing, decoration,
plumbing, repairing etc.
3. Mechanical and Electrical Systems: In this, maintaining and time to time inspection of
office equipment machines and electrical board are done for operational safety and
efficiency (Brauers, Zavadskas and Lepkova., 2017.). Electricity supply and generator
facilities are also ensured.
4. Refurbishment and Security: From the security aspect, facilities managers maintains
the securities' hardware. Guard facilities are also included in this.
Other:
1. Bid processing and management of contractor's projects.
2. In emergency condition as fire, shot circuit, recovery facility design are provided. Entry
and Exit gate are designed for emergency situation. Fire alarm should be managed
properly in a hotel.
3. Land is limited resources and design of a building are properly prepared in such a way so
that space allocation to work place and each employee and proper utilisation of space in
other facilities can be done.
4. Integration of information and automation are installed in huge building for efficient use
of building resource.
AC 1.3 Assess the responsibilities the facilities' manager has towards customers using the
facility.
Facilities manager plays a vital role in arrangement of various facilities for customer
using the facility which are directly linked with image, customer retention and customer loyalty.

Some responsibilities of it towards customer are as follows:
 Sense of belonging and comfort facility are made available to the customer by proper
arrangement of sitting and clean space or waiting room etc.
 Identification and assessment of customer need and expectation is done so that
accordingly services are designed i.e. slides for handicapped, creche facility.
 Customer care services are made available for customers for 24 hours.
 Proper database are managed so that retrieval can be possible any times for any further
strategies regarding customer services and trend.
 Sales monitoring and proper booking system are done so that any inconvenience could
not be faced by customer regarding facility (Njuangang, Liyanage and Akintoye., 2018).
 Proper communication system are arranged so that any doubt are rectified and complains
are admitted on time.
 Sales and sales promotion facility are made available by facility manager for increasing
sales like contest, quiz can be organized.
 Ancillary services are provided such as reception services, advisory services regarding
health and safety, environmental management are done for welfare of customer or human
being.
AC 1.4 Discuss the impact on facilities operations of employers and/or funding agencies
Impact on facilities by employer and funding agencies or authorities are as follows:
 By analyzing the facilities to be provided in general or specific employer have to recruit
human resources. In that case facility management can help in availability of adequate
number of people required in various facilities.
 In a new project of facilities to be provided, facility manager have to approach various
funding agencies for execution of their strategy.
 Functioning of it are affected by public and private ownership of facilities such as postal
services, landline communication facilities, water and electricity supply facilities are
needed in hotel. So for availing these facilities permission are taken. Use of railway
transportation are done by hotel for traveling their guest. So these decision are affected
by public authorization.

 Management board/trustee are top management which affects the functioning of facility
manager in their operational and strategic aspect (Leung, Famakin and Ahmed., 2018).
They have to work and formulate their strategy in accordance of them.
 Local and district authorities have an impact on performance of hotel facilities that what
is the source of facilities funding like partnership funding or own finding or funding from
agencies. Hotels have to maintain accurate record and data for administration and
regulation of authorization.
TASK 2
Enclosed in PPT.
TASK 3
AC 3.1 Develop and deploy effective systems for processing information and maintaining
communications.
As a facility manager, there are responsibility to ensure the adequate or sufficient
supportive facilities' operations in the work place. For this management develop an effective
administration system to support facility. They have to ensure a proper processing and analyzing
the information as it is very important for forecasting, retrieval of information for transparency
and basis of future strategies (Nam and et.al., 2017). For this a proper Computerized System are
maintained and all data are stored in files and data are analyzed through it as preparation of
reports, charts so that it helps in decision making.
Communication is the important for effective facilities' management. Maintaining the
communication system includes:
 A proper network facility provided in every corner of the building.
 Fax and mail facility should be provided.
 Customer care facility for inquiring should be available for 24 hours.
 Proper Reception facility are ensured for proper information services.
 A proper communication gadgets should be provided for floor workers.
 Suggestion and complain box should be set up for complains and new ideas.
 A proper channel and series of communication are deployed for staff.

 Decentralized system of working are deployed so that proper action can be taken in case
if emergency or need.
AC 3.2 Identify the control systems required for effective facilities operations within an agreed
context.
Facilities operation are the supportive activities for the core activities. The more the
support are strong, the more the efficiency of core areas would increase. For the effectiveness of
the facilities' operation some control system are implemented at the work areas. In information
processing and communication, some controlling measure are taken which improves forecasting.
A proper database are maintained for data and information management, files and reports can be
maintained in respect of easily retrieval of information.
In communication, feedback and survey can be conducted so that any drawback can be identified
for improvement in existing system. Through interaction with public and customer, various
important information are revealed which are crucial for controlling and application of improved
communication system for hotels (Venkataraman and Pinto., 2017). Questionnaire can be mailed
in particular areas for investigation for identifying new trends and changes in preferences of
customers so that facilities can be arranged in accordance of potential demand and strategies can
be made in advance.
AC 3.3 Discuss the systems needed by a facilities' manager to support effective building
management.
In facility management, limited resources are used efficiently such as land and building
resources. A proper system should be implemented to support effective building management.
For this Business management system are developed in which extensive electrical and
mechanical system are included. System for building management are linked with accessibility
control such as access door management which allows access and exit in the building and
securities system such as closed circuit television or movement detector. In case of fire, a proper
fire detector should be installed
Building management needs some system to be installed. These are as follows:
 Electricity and power control board are properly maintained and time to time checking
should be done. Plumbing facilities should be ensured. Electricity usage should be
connected with the occupancy like room lights and electronic gadgets are connected with

the one switch and that are automatically switched off with a outgoing card of a
customer.
 Heat control, ventilators and air conditions are used with proper care and with optimum
utilization.
 Lift and elevator system should be installed for movement of people and materials in the
building and its maintenance and emergency alarm should be properly executed
(Harrison and Lock., 2017). Elevator guard should be appointed for convenience for
public.
 Automation of securities are done and alarm monitoring should be properly executed.
AC 4.1 Establish appropriate criteria to evaluate the quality and effectiveness of facilities
operations
Evaluation of the Quality and effectiveness of facilities operation can be done by establishing
some criteria. Criteria can be as development of plans and strategies, training and development
of internal staff and by identifying deviation from actual performance and set standard
comparison.
 Through plan and strategies in advance, clarity in working can be ensured in the hotel.
There is a fewer chances of ambiguity in the mid of staff regarding their specific goal to
be achieved and their responsibilities. So it is ultimately aimed at effectively conduction
of quality work.
 Hotel management can evaluate a quality of facility operations by conduction of training
and development for staff so that they can do work in a better way. Management can
ensure about the efficiency and inefficiency of staff through some test and can plan
training schedule accordingly (Vitasek and Fenn., 2017.).
 The mostly used criteria to check effectiveness of operation is to find deviation between
the actual performance and set standards. By this it can be analyzed that up to what
corrective measure are to be taken for improvement.
 While operation workers and staff can be given a motivation Quotes and bench marking
list so that they can measure their performance their level.

AC 4.2 Implement evaluation and review procedures to analyze the quality and effectiveness of
facilities operations.
In a hotel industry, there must be a continuous evaluation and review system for
analyzing the quality and effectiveness of facilities operations. A proper recruitment system is
followed by which a capable person are selected and guided as per employment. But only
selection and guidance are not enough for quality work. For that some evaluation and review
procedure are implemented. Performance of staff are reviewed by some technique such as 360
degree analysis and loopholes can be removed. When ever there is a need of training is felt,
scheduling procedure are followed.
One more review procedure is the customer review. Customer review can be taken in the
form of feedback and survey. All the information are analyzed and evaluated for removing their
wrong procedures that has been following by the hotel (Ramchandani, Shibli and Kung., 2018).
Potential customer demand and preference can be collected through industry survey which are
helpful in effective marketing strategy in various segment of society.
CONCLUSION
By summing up this report, it has been concluded that facilities' management are very
important for smooth running of hotel business. This report has also concluded that proper
handling of building, information and communication are highly supportive for the effectiveness
of hotel industry. By proving various facilities such as comfort, convenience, proper information
and guidance increases the customer satisfaction which ultimately resultant in high customer
retention and loyalty.

REFERENCES
Books and Journals
Brauers, W. K. M., Zavadskas, E. K. and Lepkova, N., 2017. The future of facilities management
in Lithuania. Romanian Journal of Economic Forecasting.-[Sl]. 20(1). pp.98-115.
Harrison, F. and Lock, D., 2017. Advanced project management: a structured approach.
Routledge.
Leung, M. Y., Famakin, I. O. and Ahmed, K., 2018. Comparison of facilities management in
private domestic buildings among different elderly groups in Hong
Kong. Facilities. 36(7/8). pp.386-402.
Nam, W. H. and et.al., 2017. A Wireless Sensor Network (WSN) application for irrigation
facilities management based on Information and Communication Technologies
(ICTs). Computers and Electronics in Agriculture. 143. pp.185-192.
Njuangang, S., Liyanage, C. L. and Akintoye, A., 2018. Historical and epidemiological
evidences linking healthcare facilities management and Infection
Control. Facilities. 36(7/8).
Pärn, E. A. and et.al., 2017. The building information modelling trajectory in facilities
management: A review. Automation in Construction. 75. pp.45-55.
Ramchandani, G., Shibli, S. and Kung, S. P., 2018. The performance of local authority sports
facilities in England during a period of recession and austerity. International Journal of
Sport Policy and Politics. 10(1). pp.95-111.
Venkataraman, R. R. and Pinto, J. K., 2017. Operations management: Managing global supply
chains. SAGE Publications.
Vitasek, K. and Fenn, I., 2017. Vested outsourcing in corporate real estate and facilities
management. Corporate Real Estate Journal. 6(4). pp.323-335.
Zavadskas and et.al., 2017. Integrated group fuzzy multi-criteria model: Case of facilities
management strategy selection. Expert Systems with Applications. 82. pp.317-331.