Facilities Operations and Management Report

This report examines the responsibilities of a facilities manager, including staff management, customer service, and operational aspects of building management. It also explores the impact of funding agencies on facilities operations and discusses the importance of effective information processing systems, control systems, and building management systems for achieving organizational goals.

Facilities Operations and
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
AC 1.1 Responsibilities of the facilities manager for staff.........................................................3
AC 1.2 Responsibilities of facilities manager for operational aspects of building:....................4
AC 1.3 Responsibilities of facilities manager towards customer ..............................................4
AC 1.4 Impact on facilities operations of employers or funding agencies.................................5
TASK 2............................................................................................................................................6
Covered in ppt.............................................................................................................................6
TASK 3............................................................................................................................................6
AC 3.1 Develop effective system for processing information and maintaining communications
.....................................................................................................................................................6
AC 3.2 Control system for effective facilities operations...........................................................6
AC 3.3 System needed by facilities manager for effective building management.....................7
AC 4.1 Evaluate quality and effectiveness of facilities operations.............................................8
AC 4.2 Evaluate and review procedures to analyse quality and effectiveness of facilities
manager.......................................................................................................................................8
CONCLUSION ...............................................................................................................................8
REFERENCES:.............................................................................................................................10

INTRODUCTION
Facilities manager of an organisation holds responsibilities of various departments like
service, customer satisfaction, dealing with various types of clients, handling legal issues and
many more. He makes sure that all customers get satisfied with services on time (Atkin and
Brooks, 2014). Facilities manager has two main areas such as Infrastructure & Space and People
with organisation. Facilities manager is a kind of activity that relates to architecture, principles
of business administration and engineering sciences. He operates across various business
functions. This project focuses on responsibilities of Facilities Manager of Elmwood Company
towards staff, customers and its impact on different funding agencies.
TASK 1
AC 1.1 Responsibilities of the facilities manager for staff
It is the responsibility of Facilities Manager of Elmwood to take charge of property and
facilities of entire operations. Following are some core responsibilities of facilities manager; His
scope in finance, communication, sustainable and environmental stewardship.
Smooth Management and Operations: Company should ensure the availability of sufficient staff.
At the beginning of the year, all departmental functions like financial, operational etc. and
manpower budgets should be properly allocated (Brady and Abdellatif, 2017). There should not
be any mismanagement related to resource allocation. All departments should work smoothly
without any distraction and their problems and grievances should be resolved as soon as
possible.
Training & Development: Facilities manager should guide staff and provide operational
technical trainings on daily basis. This helps employees to be aware of procedures and functions
of Elmwood properly.
Welfare activities and Engagement for employees: All employees should be involved in
activities and decision making process. This lead to creation of new and innovative ideas which
in turn results in progress and development of Elmwood. Work should be equally distributed as
per qualification of employees so that objectives of organisation can be easily achieved.
Job clarification and Description: Staff members should clearly know their roles and
responsibilities, which have to be performed properly by everyone. Thus, jobs appointed to them
should be explained in each and every manner. This has to be clarified by Facilities Manager.

AC 1.2 Responsibilities of facilities manager for operational aspects of building:
Operational aspects of facilities involve accessibility, maintenance and repair, mechanical
and repair, refurbishment and security, statutory compliance, development of fire drill, building
management and operations and auditing.
Accessibility: Facilities manager should know the accessibility of buildings and it should
accommodate everyone.
Maintenance and Repair: All departments should be maintained and repair work should run
when required. Operations will run smoothly after proper maintenance of infrastructure (Brinkø
and Nielsen, 2015). He periodically organises inspection for better condition of buildings and
facilities and does corrective work.
Refurbishments and Security: He should identify threats and know what activities and practices
are running in building. Complete security must be assured at spacious areas by the manager. It
is the prime responsibility to alternate, renovate and improve buildings and facilities of Elmwood
so that economical support can be provided and programs can be changed.
Fire Drill Development and evacuation activities: Fire evacuation programs and extinguishers
should be properly installed and developed. This could be done annually.
Building management and operations: All statutory and legal necessities regarding operations of
the company should be taken care of. Work related to display, signage and notices should be
properly completed.
Auditing: External as well as internal audits and statutory auditing should be conducted every
year within the company.
AC 1.3 Responsibilities of facilities manager towards customer
Facilities manager must access operations of Elmwood from 360-degree angle.
Responsibilities related to customers are as follows:
Expectations and needs of customers: It is the prime responsibility of facilities to meet
expectations and requirements of internal as well as external customer of Elmwood. He provides
customer care at utmost level and all grievances should be sorted at his level. Customer
satisfaction can be attained through feedback and evaluation mechanisms (Buchanan and et.al.,
2015). They should be provided with the best products.
Maintaining database and good communication system: He has the responsibility of maintaining
perfect customer records, credit card accounts, billing addresses are all maintained in database. It

is important that privacy and functionality of database should be properly maintained. Other than
this, good communication should be there between employees and manager.
Ancillary sales and services: It is also one of the responsibilities of facilities manager to
supervise staffs, which involve functioning of space allocation, support services and respond to
queries about conferences, facilities provided to customers.
Providing better options and deals: It should be ensured that fine deals and negotiations should
be done with various customers (Goulden and Spence, 2015). In order to achieve success in
business customers are provided with best deals and options.
Safety and Security Assurance: Safety and security of employees should be properly maintained
within the company. It should be applied in all possible ways.
AC 1.4 Impact on facilities operations of employers or funding agencies
Facilities operations are carried out in legal and statutory compliances as per standard
procedures within the Elmwood Company. Facilities Manager would definitely manage his staff,
customers and would look out the functions of his department whenever he is appointed. This
leads to completion of all legal and statutory requirements. Technology continuously influences
his job. Cloud-based software and emerging technologies must be managed by him at each and
every level.
Organisation should meet high productivity demands and keep operating costs low that
affect operational department of Elmwood. Number of retired skilled workers is growing that
makes it difficult to appoint new staff and sustains the educated ones (Langabeer and Helton,
2015). There are sectors, which provide services to public and are fully controlled and run by the
government. Infrastructure is financed by public sector and sometimes-political interference
leads to strong reduction to such investments. These projects are complex and inherent risk due
to interference of political pressures. While private sector includes telecommunication services,
providing quality education, IT services, Courier services and these sectors provide funding in
these departments. Businesses choose strategic partnerships which require funding and outsource
services. Risk management is also involved with electrical department that should be avoided
further. For this, all electrical appliances must be properly maintained and repaired on time.

TASK 2Covered in ppt
TASK 3
AC 3.1 Develop effective system for processing information and maintaining communications
There is regular communication and interaction among staff, management and customers.
Technology is developing and companies are taking useful advantage of walkie-talkie and other
electronic devices to convey messages and other information to different people for the activities
conducted (Perera and et.al., 2016). Internet services, social media sites, e-mails and telephones
are some sources through which management can communicate right information to its team
members and to customers. Few ways of managing and processing information are Management
Information System (MIS) and Performance Information System. MIS is a complementary
network of software and hardware that in cooperates the collection, processing and dissemination
of information. It is used in coordination among employees, decision-making, analysis and
visualization. It mainly provides information. Through MIS it helps in communication and
planning of activities. Business process can be easily aligned by the availability of feedback and
customer data. There is effective management of customer data and chances of
miscommunication are fewer (Pitt and et.al., 2016). On the other hand, Performance Information
system company takes effective decisions and standard reports are generated. Facilities manager
become aware of problems which occur on regular basis. They take corrective and quick actions
on the factors that influence their activities. A kind of synergy is there between speedy and
efficient equipment that gives power to MIS.
AC 3.2 Control system for effective facilities operations
Control system installed in the organisation should be efficient and has to go with
following operations:
Budgeting: In this department all types of plans and budgets persist each and every. They are
developed by the departments so that financial aspects and expenses of organisation can be
controlled. It keeps finance record of Hilton International on track. It also helps in forecasting the
expense used in hotel's future financial record.
Accounting and auditing: In this are financials and budgets are primarily checked, controlled and
audited. For this process, a qualified staff has to be hired and management of hotel should be

guided for different procedures so that various conditions and terms of accounts and auditing
carried out should be adopted properly.
Start-up of Equipment and closing down procedures and controls: These manuals and procedures
help in operating and checking of devices, equipments and tools that are relevant to organisation,
Important tools and mechanisms are maintained properly and system is checked on regular basis.
Purchasing & sales: Proper checklist of sales audit is maintained and records of customer are
checked on regular basis (Schalet and et.al., 2018). This process and practices are conducted so
that employees and supervisors remain aware of current position of the company. These are
controls to measure the procedures, practices and processes that run in the company. Regular
output tells the status of it.
AC 3.3 System needed by facilities manager for effective building management
For effective building management different systems are required by facilities manager.
These are described below:
Plumbing System: This system helps in the plumbing facilities of the infrastructure. It takes all
relative steps and processes keep sanitary related processes in working condition. This
department looks out that water related problems do not hinder activities of the company.
Fire Alarm system: This system takes care of emergency issues that arise due to fire in the
building. So it takes care of fire checking and evacuation programs that control the fire which
may originate any time in the hotel.
Monitoring and CCTV system: there is complete monitoring on the activities of department
through CCTV cameras. These cameras keep record on the working of all employees. There is
no falsification in the incidents of employees and proper controlling and comprehensive
monitoring of all activities are there (Brady and Abdellatif, 2017). It keeps record of visit and
exit of customers too.
Engineering Systems: These systems take care of different equipments and machines that are
installed in different parts of the department.
Security system for observation: There is security and safety mechanism installed in the hotel so
that customers feel safe and comfortable all the time. Hi-tech security is there that includes
observation, embedded system, computer automated tools, automated test systems and industrial
control systems which increase its value.

AC 4.1 Evaluate quality and effectiveness of facilities operations
Quality and effectiveness of facilities manager can be analysed through following ways:
1. Establishing objectives, plans and targets: Facilities manager set targets, plans and
objectives and monitor on those functions. Programs and tasks of the organisation
improve the effectiveness and quality of him. Any kind of manual tracking system is not
required (Brinkø and Nielsen, 2015). Checking is done through automated devices that
are operated in the organisation.
2. Implementation of training programs for employees: This helps in betterment of
employees because they get well trained and know the present market trends.
Organisation becomes strong with skilled staff member. In competitive market highly
qualified staff is required so that they can attract more customers to increase business.
Conducting sessions helps in improving essential skills and thus organisation retain its
position in the market effectively. There is increment in the morale of team members.
3. Development of Mission, Vision and Standards: Vision, mission and standards should be
developed by the company. It gives proper direction to employees and facilities manager.
Through vision and mission company get the hope and long term planning is set
(Buchanan and et.al., 2015). These features are the basic requirement for the success of
any organisation.
AC 4.2 Evaluate and review procedures to analyse quality and effectiveness of facilities manager
It can be reviewed that by the implementation of procedures the staff has learned the
processes and main mechanism of various departments. Customers' feedback through online
system as well as offline have also improved the functioning of various sections (Goulden and
Spence, 2015). Various loopholes and false processes have been corrected. In case if facilities
manager is aware of any processes then implementation would let him know correctly.
CONCLUSION
The report concludes that the Facilities management is priority task for executing day to
day operations of an organisation. It is the responsibility of the facility manager to monitor and
control the various activities which are essential for maintenance and smooth working of the
organisation. The report has described the various roles and responsibilities of the facility
manger towards staff members, building infrastructure, and operational activities of the

organisation. The report had also focused on the regulations and health-safety measurements
related to hospitality. It is also concluded from the report that appropriate quality analysing
procedures and information systems are also required for achieving goals of Facilities
management.

REFERENCES:
Atkin, B. and Brooks, A., 2014. Total facility management. John Wiley & Sons.
Brady, L. and Abdellatif, M., 2017. Assessment of energy consumption in existing buildings.
Energy and Buildings. 149. pp.142-150.
Brinkø, R. and Nielsen, S.B., 2015. Shared space in a municipal sports facility The case of
Lyngby Idraetsby. EuroFM: Advancing Knowledge in Facilities Management: People
make Facilities Management.
Buchanan, E. and et.al., 2015. Regulatory Program Foundations: Program Standards. In
Regulatory Foundations for the Food Protection Professional (pp. 55-75). Springer, New
York, NY.
Goulden, M. and Spence, A., 2015. Caught in the middle: The role of the Facilities Manager in
organisational energy use. Energy Policy. 85. pp.280-287.
Langabeer, J.R. and Helton, J., 2015. Health care operations management. Jones & Bartlett
Publishers.
Meng, X., 2014. The role of facilities managers in sustainable practice in the UK and Ireland.
Smart and Sustainable Built Environment. 3(1). pp.23-34.
Mignano, C., 2014. An Insight to Psychological Health, Health Behaviors, and Bodyweight
Among Correctional Employees.
Nicał, A.K. and Wodyński, W., 2016. Enhancing facility management through BIM 6D.
Procedia engineering. 164. pp.299-306.
Nicał, A.K. and Wodyński, W., 2016. Enhancing facility management through BIM 6D.
Procedia engineering. 164. pp.299-306.
Paz, E.B. and Viriyavadhan P. 2015. Facilities management.
Perera, B.Aand et.al., 2016. Provision of facilities management services in Sri Lankan
commercial organisations: is in-house involvement necessary?. Facilities 34(7/8). pp.394-
412.
Pitt, M. and et.al., 2016. Hotel maintenance management in Sanya, China. Journal of Facilities
Management. 14(4). pp.304-314.
Schalet, B.D. and et.al., 2018. Using PROMIS Pain Interference Items to Improve Quality
Measurement in Inpatient Rehabilitation Facilities. Journal of the American Medical
Directors Association.

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