Facility Management Report: Hospital Sector

This report provides an overview of facility management in hospitals, highlighting the importance of effective facilities management in ensuring patient safety, comfort, and care. The report covers various aspects of facility management, including staff responsibilities, customer needs, operational efficiency, health and safety protocols, and environmental measures. It also discusses key performance indicators (KPIs) such as revenue per available room (RevPAR), guest satisfaction, and employee engagement.

Facilities Operations and
Management
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Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1. Responsibilities of the facilities' manager for staff engaged in facilities operations. ..........3
1.2. Responsibilities the facilities' manager towards operational aspects of the building...........4
1.4. Responsibilities which the facility manager has towards customers....................................4
1.4. Impact on facilities operations of employers and/or funding agencies.................................5
TASK 2............................................................................................................................................6
Attached in PPT...........................................................................................................................6
TASK 3............................................................................................................................................6
3.1. Develop effective systems for processing information and maintaining communications. 6
3.2. Identify the control systems required for effective facilities operations...............................6
3.3. Systems needed by a facilities manager to support effective building
management................................................................................................................................7
4.1. Evaluate the quality and effectiveness of facilities
operations....................................................................................................................................7
4.2. Implement evaluation and review procedures......................................................................8
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................1
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INTRODUCTION
Facility management is a profession that includes multiple disciplines to ensure
functionality of the built environment of particular organisation by integrating people, place,
process and technology. This report discusses about roles and responsibilities of facility manager
in a wider organisational context. It discusses about rules and regulations that affects facilities
operation in hospitality sector. The documentation requirement within this industry. Further, it
develop effective system for communication and processing information within organisation.
The criteria to evaluate the quality and effectiveness of facilities operations and the systems
needed by a facilities manger to support effective building management. Rose and Crown Hotel
is a contemporary boutique hotel in a maintained historical building situated in Wimbledon
Village. The hotel offers a comfortable stay to their visitors.
TASK 1
1.1. Responsibilities of the facilities' manager for staff engaged in facilities operations.
Facility Management refers to profession that encompass multiple and interdisciplinary
technologies, personnel, systems and processes to ensure functionality within built environment
with purpose of improving the quality of the life of people and productivity of the business. The
objective behind facility management is to promote an efficient and collaborative environment to
meet and fulfill goals and achieve vision of company. In a day to day activities facility
management refers to providing a safe and efficient working environment which is required need
of every business irrespective of its size and scope. Mainly Facility Management covers two
important area they are; Space and Infrastructure this includes planning, design, workplace,
construction, occupancy and maintenance. Second, aspects of facility management is People and
Organisation this involves; Human Resources department, marketing, hospitality ,cleaning and
catering. These two broad areas of operations are commonly referred to as “hard FM” and “soft
FM”. Responsibilities of a Facility Manager of Rose and Crown Hotel towards their staff within
facility operation is as follows: Inspection of operations: It is the duty of facility manager to conduct inspection and
communicate directly with decision-makers to ensure that business operates smoothly
within Rose and Crown Hotel. Employee Engagement and Welfare Activities: To increase productivity within
organisation Facility manager should include employees within decision making process.
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This will result in bringing new ideas and improving employee performances within
hotel.
 Dealing with Emergency issues: Facility manager is responsible of providing safe and
sound environment for employees within organisation. They must have backup plans to
deal in a emergency situation like; breaking down of equipment, occurring of fire, etc
(Alexander, 2013).
1.2. Responsibilities the facilities' manager towards operational aspects of the building.
The roles and responsibility of Facility manager towards operational aspects within building are
as follows:
 Accessibility
: The role of facility manager is to provide proper accessibility within hotel. Manager should
plan proper allocation and best utilisation of space and resources within building. Further,
facility manager within Rose and Crown hotel should ensure building meets health and safety
requirement and the facilities provided must comply with legislation (Chen, Chuang, Huang,
Lin, and Chien, 2012).
 Maintenance and Repair
: It is the duty of facility manager to conduct weekly inspection of building to check whether
there id need for maintenance work or not. Facility manager should look at proper cleaning,
catering, maintenance and waste disposal within Rose and Crown Hotel. Mechanical and Electrical Systems
: Manger must look out that all the electrical equipment's within hotel works properly. Hotel
provides many technological facilities like, free WiFi, air-conditioned rooms, etc. Proper
working of these electrical equipment is required.
 Refurbishment and Security: Responsibilities of Facility manager is to reorganize the
current premises according to needs and demands of consumers/ visitors in Rose Crown
Hotel. Manager must direct, coordinate and plan essential services such as reception,
security, archiving and proper cleansing and recycling of things used within hotel (Boon-
Itt and Rompho, 2012)
1.4. Responsibilities which the facility manager has towards customers.
The facility manager is responsible to assist the needs and demands of customers within
hotel. These responsibilities are:
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 Customer Satisfaction and Improvisation: To evaluate satisfaction of customers, hotel
needs to implement a strong feedback mechanism. These will help to evaluate the quality
of service provided by Rose and Crown Hotel. Further, manager should inspect the
quality of food served to consumers, manage the hygiene and sanitation within premises
of hotel. Provides safety to Visitors: The safety and security of visitors within hotel is must.
Manager should implement sound control mechanism to ensure safety of guests within
hotel. Further, there should maintain communication and database system to ensure
protection of private details of customers.
 Better Accessibility: It is the duty of facility manager to provide better accessibility to all
the services which is required by customers. Manager must properly communicate to
visitors and served them according to their needs and demands. This will ensure loyal
customers for Rose and Crown Hotel.
1.4. Impact on facilities operations of employers and/or funding agencies.
To evaluate impact on facilities operation and funding agencies is as follows: Private or Public ownership of facilities: The services like, car rental provided by hotel
must be owned by private companies. This will help hotel to avoid from being imposed to
any rules and regulations. But, Rose and Crown Hotel must owned certain services from
Public Sector department to adhere to laws and regulations within hotel industry
( Myung, McClaren and Li, 2012). Management board/trustees: The management and board of directors are responsible to
establish and reviewed strategies of organisation and it impact on facilities operations.
Rose and Crown Hotel is suffering from low level of customer satisfaction and retention.
The BOD of hotel must take necessary actions to resolve the problem. They must
formulate plans and policy to increase productivity level of employees and staff of Hotel. Local authority: The hotel sector operates and run their business with certain rules and
regulations imposed on them by government or local bodies. There are certain regulations
with regards to maintaining of health and sanitation, Building and zoning, Historical
preservation, etc. these rules and regulations affects hotel working environment. It is
important for manager to comply with laws and regulations within UK (N. Torres and
Kline, 2013).
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 Funding partnerships: This refers to funding agencies and institutions that provide
necessary funds to hotel for conducting their day to day operations. It is important to
properly evaluate each source of funds. Manager must carefully analyse merits and
demerits of each sources. Cheap sources of funds with less burden will generate more
revenue within organisation.
TASK 2.
Attached in PPT.
TASK 3.
3.1. Develop effective systems for processing information and maintaining communications.
To develop an effective system for processing information and maintaining
communication within Rose and Crown Hotel the manager needs to follow certain steps: Listening: The manager must implies effective listening. It will help to avoid confusion,
understand task more clearly and generate overall positive connection with other
employees. Hotel operation required day to day communication. This requires to have
effective listening to avoid chances of conflicts. Proper Involvement: Each parties within organisation should properly involved in
communication process. Leaders should develop message and educate front line
supervisors. The supervisor should further convey the messages to employees. This will
help to implement better communication within organisation.
 Implement Software: To effectively process information system. Hotel can adapt certain
software like; Web content Management, Document Management and Learning
management systems (Pegg, Patterson and Gariddo, 2012).
3.2. Identify the control systems required for effective facilities operations.
To maintain effective facilities operation there are various control system techniques that
can be applied by Rose Crown Hotel
 Service Blueprint: It is an operational planning tool that provides guidance on how to
provide services, specifying the physical evidence, staff actions and support systems/
infrastructure needed to deliver the services across different channels. Rose and Crown
hotel can implement this in a following way:
◦ It must identified all the activities that need to be blue print.
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◦ After identify all activities, those activities that creates problem in delivery process
must be identified.
◦ Lastly, deciding time that service process delivery may take. It should be allocated
effectively and service providers must make maximum profit out of it. Control through Yield Management: This is an effective control system. It can help
hotel to control it day to day operation and earned maximum profits out of the available
resources. Yield management techniques help to decrease errors by effectively
forecasting the changes with regards to price for particular services.
 Service Quality Management: Rose and Crown Hotel should implement service quality
management to check performance of their employees and staff members. The manager
must established a quality process for analyzing performance of each employees. This
would help to rebuild effective performance within organisation.
3.3. Systems needed by a facilities manager to support effective building
management.
The hoteliers uses a PMS to support effective building management. The term PMS
stands for Property Management System. It is a local hotel administration system used for
reservation, availability and occupancy management. Rose and Crown Hotel can used this
system to control the onsite property activities. This system provides access to Check-in/out of
visitors, guest profiles, report generation and images, etc. Rose and Crown Hotel can apply this
system through third party who provide this kind of services. Further, it can adapt many latest
software like Cloudbeds, Newbook and FantasticStay, etc. These softwares's will ease the work
of facility manager and reduce down the chances of duplication of efforts. More over, Rose and
Crown Hotel can adopt technology of Direct Connect. This will help to interchange and
synchronizes data across multiple distribution channel. It will help Hotel to directly link to
Property Management System and reduce chances of errors (Chou and et. al., 2012).
4.1. Evaluate the quality and effectiveness of facilities
operations.
To examine the effectiveness and quality of service provided within Rose and Crown
Hotel here are certain criteria: Accessibility: The term Accessibility refers to a a quality of being able to reach a
p[articular place or thing. Rose and Crown Hotel is located at prime location. Visitors
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have safe and easy access to various modes of transport. Hotel provides easy
accessibility to other tourist Location within Wimbledon. Security and Safety: The environment within hotel is safe for their guest. Further, it
implements various security tools and technologies to avoid any misshaping within
hotel. The staff and employees are trained to handle the emergency situation. Polite behavior: Employees at front area operations are well trained and have polite tone
while addressing visitors. The accommodation and house keeping sector consist of
competent staff who carefully assist to needs of visitors. Correspondence: The customer is informed correctly, in a language which is easily
understandable by him/her.
 Reviews by customers: The reviews generated by customers shows how ell the hotel is
performing. They effectively meets the needs and demands of visitors (Drion and et. al.,
2012).
4.2. Implement evaluation and review procedures.
The evaluation process is conducted to check whether set goals and targets of the
organisation are achieved or not. This process includes reviewing all the operational activities
and performance of employees within Hotel, when necessary revisiting front office goals. There
are certain procedures through which quality and effectiveness of facilities operation xcan be
examined or analyze. These are: Market Condition Approach: In this method managers identify comparable hotel in their
geographic location and base the pricing of rooms on what their competitors are charging.
The concept behind this approach is that market will accept the price which is been
charged by hotel. Rose and Crown Hotel consider price rate of other hotel before
applying prices of any kind of rooms. This help to get fair price for each room (Roper and
et. al., 2014). Hubbart Formula: This formula consider profits and expected number of rooms to be
sold. It is a bottom -up approach to pricing rooms because its initial item of profits come
from the bottom line of a standard income. Market Penetration Index: It is used for determining hotels occupancy numbers compare
to competitive set. This metric is used to evaluate the dominance of hotel within ,market
place.
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 Average Rate Index: This metric measures the average price paid per room on a given
day. ADR is most useful when compared to previous periods or seasons to identify
performance of hotel (Shen and et. al., 2012).
 Revenue per Available Room: This is important measure and hotel should review it
properly. It is measures in the form daily room revenue generated on an average by
available room. An index of above 1 is ideal, lower than this means that competitive
hotels are outperforming Rose and Crown Hotel property. Further, this metric help
managers to understand that whether cost needs to be lowered or rates.
CONCLUSION
This report concludes that facility manager have wide range of responsibilities towards
staff, customers and operational aspects regarding building management. Effective, working of
an organisation depends upon the facilities' provided by facility manager. In a hospital sector,
facility manager plays a crucial role. Manager assists to various needs and preferences of
customers and visitors and served accordingly. They ensure proper implications of health, safety
and environmental measures to avoid any mishappenings at workplace.
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REFERENCES
Books and Journals
Alexander, K., 2013. Facilities management: theory and practice. Routledge.
Boon-Itt, S. and Rompho, N., 2012. Measuring service quality dimensions: An empirical
analysis of Thai hotel industry. International Journal of Business Administration, 3(5),
p.52.
Chen, Y. Y., Chuang, Y. J., Huang, C. H., Lin, C. Y. and Chien, S. W., 2012. The adoption of
fire safety management for upgrading the fire safety level of existing hotel buildings.
Building and environment, 51, pp.311-319.
Chou, C. J., and et. al., 2012. Green practices in the restaurant industry from an innovation
adoption perspective: Evidence from Taiwan. International Journal of Hospitality
Management, 31(3), pp.703-711.
Drion, B., and et. al., 2012. Facilities management: lost, or regained?. Facilities, 30(5/6),
pp.254-261.
Kelly, G., and et. al., 2013, October. BIM for facility management: a review and a case study
investigating the value and challenges. In Proceedings of the 13th International
Conference on Construction Applications of Virtual Reality (pp. 30-31).
Myung, E., McClaren, A. and Li, L., 2012. Environmentally related research in scholarly
hospitality journals: Current status and future opportunities. International Journal of
Hospitality Management. 31(4). pp.1264-1275.
N. Torres, E. and Kline, S., 2013. From customer satisfaction to customer delight: Creating a
new standard of service for the hotel industry. International Journal of Contemporary
Hospitality Management. 25(5). pp.642-659.
Pegg, S., Patterson, I. and Gariddo, P. V., 2012. The impact of seasonality on tourism and
hospitality operations in the alpine region of New South Wales, Australia. International
Journal of Hospitality Management. 31(3). pp.659-666.
Roper, K. and et. al., 2014. The facility management handbook. Amacom.
Shen, W., and et. al., 2012. A loosely coupled system integration approach for decision support
in facility management and maintenance. Automation in construction. 25. pp.41-48.
Online
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What is Facility Management?. 2018. [Online]. Available Through.
<https://www.ifma.org/about/what-is-facility-management>
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