Importance of Facility Management in Hotels

The report highlights the crucial aspect of facility management in every hotel industry. Facility managers perform various responsibilities to satisfy customers and involve other members in decision-making to encourage employee progress and company growth. The document emphasizes the need to analyze facilities operations' effectiveness and quality, providing references from books and journals.

Facilities Operations and
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 2............................................................................................................................................3
2.1 Assess the statutory regulations that affect the operation facilities .................................3
2.2 Health, safety and environmental measures that have to be implemented by facility
manager..................................................................................................................................4
2.3 Documentation requited to account for compliance of statutory regulations, health and
environmental measures ........................................................................................................4
TASK 3 ...........................................................................................................................................4
3.1 Develop and deploy effective systems for processing information and maintaining
communications. ....................................................................................................................5
3.2 Identify the control systems required for effective facilities operations within an agreed
context. ................................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................6

INTRODUCTION
Facilities, operation and management is a phenomenon that is concentrated on supplying
effective services to their customers in order to satisfy their needs and wants so that they become
happy. It is the responsibility of organisational system to deliver high quality services by
carrying out work process in conducive manner. The report highlight the case of church Street
hotel who is underperforming and experiencing decline in its overall growth hence, customers
are not satisfied, there is decline in occupancy rate (Alexander, 2013). To overcome all these
barriers main role must be played by facility manager that will perform some roles and
responsibilities. Apart from it, the assignment also focuses upon various statutory regulations,
safety environmental measures that must be followed by manager to effectively build the
management. Evaluation process must also be executed to review the effectiveness and quality of
operation that will result in enhancing the overall development and growth of hotel industry.
TASK 1
1.1 Responsibilities of the facilities manager for staff engaged in facilities operations.
Facility management is a discipline which is mainly concerned with the support services
offered by the organisation. They ensures effective and efficient delivery of the support services.
Facility manager is a person which is in charge and head of the hotel. He looks out the facilities
given by his organisation. Following are the responsibility of facility manager:
 Smooth operation and management: He ensures that Church Street hotel has been
appointed with appropriate staff and also make sure that all budgets and financial terms
are clear at the beginning of the accounting year (Krajewski, Ritzman and Malhotra,
2015). He is responsible for smooth operation within hotel and resolve all the grievances
and issues at the earliest.
 Clarity of role and job description: They should be clear on what roles and responsibility
they have to follow in the hotel and also make aware other employees and staff members
about their duties and roles.
 Employee engagement and welfare activities: He should involve each and every
employee of the hotel in different programs and decision making within the hotel. With
this, new ideas are generated and evolved which can benefit the hotel. This leads to
progression of the hotel and proper functioning of activities.

 Training and development: He has the responsibility to train employees who lacks
sufficient skills to carry out certain tasks like facilities, technical and operational
trainings.
1.2 Discuss the responsibilities the facilities manager has for operational aspects of the building
Facility manager is an individual who are looking forward to different operations with the
respect to the hotel property. The major responsibilities of facility manager required to conduct
operational aspects that are described as under:
 Accessibility – This is necessary for facilities manager is to maintaining accessibility
within an organization in better manner. Along with this, it is required for company
manager is to control and manage all business activities and functions in proper manner.
 Maintenance and Repair – This is also another duty and responsibility of facility manager
is to maintain and manage all business operation and function in effective manner. This
will help them in gaining high amount of income and profitability (Drion, Melissen and
Wood, 2012). Also they need to repair and giving maintenance for their damaged product
which they are offer to their customers regarding such goods and services in better
manner.
 Mechanical and Electrical Systems – The mechanical and electrical system required to
update and upgraded their new methods and techniques which gain high amount of
income and revenue in proper manner.
 Refurbishment and Security – The another duty and responsibilities of facility manager is
to repair all methods and techniques related to products in better way. Also they are
responsible for providing security to their employees welfare by which they can easily
achieving desired goals and targets in effectively.
1.3 Responsibilities of facilities manager towards customers
Facility manager is responsible for every activities carrying out in the hotel. His aim is to
provide overall satisfaction to internal as well as external customers of hotel. Following are some
responsibilities of manager towards the customers are:
Providing better deals and options: Facility manager has to offer suitable and best deal
and negotiation to the different customers.
Customer satisfaction and improvisations: It is important for manager to ensure that every
customer visiting their hotel is fully satisfied. For this, they can take feedbacks from customers.

Through feedbacks, their review can be mapped and evaluated. He has to ensure that every
customer receives lathe and hygienic food and environment inside the hotel.
Safety and security assurance: Hotel should ensure proper safety and security of every
customer visiting the hotel. This should be ensured in all the ways.
Service management: It is duty of facility manager to provide every possible service to
customers during their time of stay. They should ensure full satisfaction and happiness from the
side of customers through hotel services and facilities rendered to them.
1.4 Impact on facilities operations of employees and/or funding agencies.
Facilities operations should be carried out according to legal and statutory compliances
and as per standing operating procedures within the hotel. It is responsibility of a facility
manager to look after business operations, customers and staff of the hotels. They are appointed
in order to maintain discipline and ensure that legal procedures are been followed and employer
is free from every kind of legal and statutory constraints and hassles (Nielsen and et al, 2014).
The funding agencies can be both private and public and they also provide necessary funds to
those employers who are free from every illegal act and proceedings.
Facility operations help in controlling overall operations and the workflow of the service
and the operations that are taking place on the hotel.
TASK 2
2.1 Assess the statutory regulations that affect the operation facilities
UK government have formulate several statutory regulations that ensure safety to
customers, employees as well as public so that they could live a standard life. These norms pose
a direct impact on functioning of Church Street which results in formulating number of rules that
protect the conduction of poor actions that hinder the performance of hotel. UK government
ensures that these regulations must be adhere by hotel industry other wise they have to pay
penalty for non following it.
Being a facility manager, proper attention should be made so that all work process that is
conducted in Church street should be carried out in effective way. Hotel must adhere that
management should follow environmental rules and regulation so that no harm could take place.
Some statutory regulations to different individuals are discussed below:

 Customers: Hotel should deliver high quality and hygienic food products to their
customers so that they remain satisfied and contented.
 Employees: Proper attention must also be made on making the employees of hotel happy
and satisfied by formulating proper motivational ways so that their efficiency could be
increased at sustainable level. Different type of programs like holidays, incentives must
be provided so that they feel motivated.
It has been observed that Church Street have started following all obligations and
regulations that have been formed by UK government. They have focused on producing food
items of high quality so that customers can be retained for longer period time as they will be
satisfied. As well as they are carrying out work procedure that is contributing in protecting the
environment.
2.2 Health, safety and environmental measures that have to be implemented by facility manager
The facility manager is always make proper attention to remove health, safety and
environmental issues and challenges so that overall functioning can be performed in efficient
mode. The measures that has been adopted by facility manager of Church Street hotel is
described below:
 Imparting training and development programs: Manager of the hotel is focused upon
executing training methods in to the system in order to enhance the existing skills and
knowledge so that they could able to perform their work in conducive manner. Heath and
safety is a prior responsibility of the hotel therefore, training should be imparted in this
area (Price Pitt and Tucker, 2011). It is indispensable to evaluate the training needs that
are different for every level and individual thus manager have to study the requirements
so that proper actiosn can be taken.
 Effective implementation of computer: Church Street have to inculcate proper system
of computer that focuses on keeping record of all employees and workers in order to
control health and safety issues of customers. Any illegal conduction will hinder the
performance.
 Improving overall quality: It is necessary for the facility manager to keep a view on
efficiency of workers so that health and safety could be maintained at sustainable level.
Facility manager of Church Street hotel carry out some development function in regular

interval of time that concentrates on enhancing the skills and working process of workers
and employees.
2.3 Documentation requited to account for compliance of statutory regulations, health and
environmental measures
It is the duty of facility manager of Church Street to maintain the proper and correct
record of all employees so that regular changes can be made properly. In order to comply the
statutory regulations, health and environmental measures proper system must be kept that
involve all relevant data or information which involve name, address, age, family size, job
position and marital status (Longo, 2012). The process of keeping the data in proper format
assists the management to make decision related to recruitment and training functions.
There are number of statutory obligations that are framed by UK government that also
have to be recorded in documentation format by facility manager of Church street hotel so that
all work process is conducted by complying all norms and regulations. This is mandatory for the
management to follow rules and regulations in conducive way so that whole functions can be
performed in accordance to set laws. The newly appointed general manager have given
instructions to facility manager to keep record of all important and relevant data and adhere to
environmental, health and safety aspects in hotel. Facility manager instructs their operational
manager to record each and every activities that have to be followed in order to attain final task
and objectives. There are different types of information that have to be gathered and recorded
which involve performance level, audit reports etc. Proper documentation helps in carrying out
work procedure in set steps so that ultimate objectives could be reached.
As Church Street is facing issues related to under performance, decline in growth
therefore it is necessary to bring number of changes by introducing new culture system.
Documentation helps in performing all tasks in legal way so that no problem could be faced by
hotel.
TASK 3
It is very much necessary for the facility manager of Church Street to perform continuous
examination of administrative and operational function so that quality can be measured to
accomplish final objectives and aims. There is requirement of carrying out the effective
communication system so that important information can be transferred between different level

that are present in hotel. Proper evaluation process must also be adopted so that actual
performance could be measured with the set standards so that corrective actions can be taken to
remove barriers (Widener and Horner, 2011). The management of hotel should also inculcate
proper control procedure so that operational work process can be performed in effectual way.
Church hotel have reviewed their previous system of evaluation and have found number of issues
in it therefore, the newly general manager have order to make modifications and helps in
increasing the overall performance and productivity at sustainable level.
3.1 Develop and deploy effective systems for processing information and maintaining
communications.
Effective communication system play a vital role in service industry as they have to
manage the performance of employees so that they could able to handled decently so that smooth
functioning of process could take place. Communication play a essential role in which all
important data can be stored which is related to employees that are working in that hotel. The
deployment of communication system in an organization is important as it is helpful in
facilitation of essential information which is required to complete the task. The communication
with the consumers is helpful in formulation of packages which are well appreciated by the
consumers through interpretation of their opinions and views offered (Hui Zhang and Zheng,
2013). There is an use of information technology to identify information relating to employees in
the organization helpful in creating a productive climate. The effectiveness of tool is to be
emphasized so that information could be stored and exchanged in the best possible manner. The
management with Church street should make sure that a system of communication is developed
with ensures that all vital information is being transferred to concerned with right approach.
3.2 Identify the control systems required for effective facilities operations within an agreed
context
The manager is inclined to take assistance of control system so that employee can be
operated in an organization. The system which has been formed should possess acceptance by
the various stakeholders of an organization specially employees so that it leads to right
evaluation of performance which has been carried out by the workforce. The task of building a
right control system is not easy as it requires immense hard work and dedication by the manager
working for an organization. The common approaches which are considered by manager to form
a control systems are recording e-mail of employees, checking of workplace and monitoring their

performance as well as environment in the organization so that right results are achieved out of
workforce of an organization (Tang and Zhou, 2012). The church street have also formed a
control system in which it attempts to cater employees with instantaneous feedback so that there
is an improved in equality of services. The presence of control system in an organization helps
manager in obtaining essential information relating to employees and customers which is later
helpful in making sure that corporate goals are accomplished. The control system which are
being implemented in the organization undertaken some of unethical practices in context of
emails which are being sent by employees to another. But on the contrary, information obtained
to screening personal emails is helpful in identification of latest happening in the organization.
3.3 Systems needed by facility manager to support effective building management
Following things are required for effective building management:
Fire alarm system: These are very important system which handles fire at the time of
emergency issues that may arise in the hotel.
CCTV an monitoring system: This helps in complete monitoring and observation
system of the hotel and take care of the visits of customers.
Security system: With the help of this system, it will help in providing utmost security to
the customer as well as staff members of hotel.
4.1 Establish appropriate criteria to evaluate the quality and effectiveness of facilities operations.
There is very important role of the facility manager to evaluate the quality and
effectiveness of the facilities at Church Street Hotel cause this will aid to support the set up the
target, objectives and plans. This will be useful to monitor the all the functions, programs and
tasks that are running within the hotel so the changes can be made the in order to improve the
quality and effectiveness with the automated process of checking on the the various devices.
There is a need to train the hotel staff to improve the better working quality from the competitors
that will reflect to the essential skills and competition among the team members that are
currently working there. The hotel staff should be aware about the competition because they are
the major resources of hotel and the hotel can establishes an image when they are working with
efficient skills. The hotel is working to attain an objective, mission and vision which gives a
direction to progress further.

4.2 Implement evaluation and review procedures to analyze the quality and effectiveness of
facilities operations.
The review and evaluation process can be installed within the facilities operations like
evaluation of training aid to determine the level of skills between the before and after training.
The feedback get from the customers in online and offline process can be utilize as the
performance measure to know the strength, weaknesses and loop wholes in the hotel services.
The evaluation of the training and effectiveness in the implementation process surely reflects in
the progress of the hotel (Afshar and Haghani, 2012). The overall evaluation of the facilities aid
to to keep the checking quality of the services which are provided by the hotel. O & M proactive
checklist comprise various processes that could be check with the respect to the operations and
maintenance of the hotel facility. This checklist keep track on the tools, equipment and machines
of the hotel along.
CONCLUSION
From the above report, it can be concluded that, facility management is crucial for every hotel
industry. There are many responsibilities and roles played by facility manager in order to satisfy
their customer. They perform their roles with utmost perfections and also involve other members
at the time of decision making to encourage progress of employees as well as company. It is
necessary to analyse the quality and effectiveness of facilities operations.

REFERENCES
Books and Journals
Alexander, K. ed., 2013. Facilities management: theory and practice. Routledge.
Krajewski, L.J., Ritzman, L.P. and Malhotra, M.K., 2015. Operations management: processes
and supply chains. New York, EEUU: Prentice hall.
Drion, B., Melissen, F. and Wood, R., 2012. Facilities management: lost, or regained?. Facilities,
30(5/6), pp.254-261.
Nielsen, S and et al, 2014. Management system, and associated methods and apparatus, for
providing improved visibility, quality control and audit capability for underground facility
locate and/or marking operations. U.S. Patent 8,731,999.
Price, S., Pitt, M. and Tucker, M., 2011. Implications of a sustainability policy for facilities
management organisations. Facilities. 29(9/10). pp. 391-410.
Longo, F., 2012. Supply chain security: an integrated framework for container terminal facilities.
International Journal of Simulation and Process Modelling. 7(3). pp. 159-167.
Widener, M.J. and Horner, M.W., 2011. A hierarchical approach to modeling hurricane disaster
relief goods distribution. Journal of Transport Geography. 19(4). pp. 821-828.
Hui, E.C., Zhang, P.H. and Zheng, X., 2013. Facilities management service and customer
satisfaction in shopping mall sector. Facilities. 31(5/6). pp. 194-207.
Tang, C.S. and Zhou, S., 2012. Research advances in environmentally and socially sustainable
operations. European Journal of Operational Research. 223(3). pp. 585-594.
Afshar, A. and Haghani, A., 2012. Modeling integrated supply chain logistics in real-time large-
scale disaster relief operations. Socio-Economic Planning Sciences. 46(4). pp. 327-338.