Facilities Management Report

This report examines the responsibilities of a facilities manager in a hotel, including their role in staff management, customer service, and operational aspects. It also discusses the impact of statutory regulations and health & safety measures on facilities operations, and explores information processing systems, control systems, and criteria for evaluating the effectiveness and quality of facilities operations.

Report
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Table of Contents
Task 1................................................................................................................................................3
1.1 Responsibilities of Facilities Manager and its operations........................................................3
1.2 Roles of facilities manager in operational aspects...................................................................4
1.3 Responsibilities of facilities manager towards customer.........................................................5
1.4 Influence on facilities operations of employers and/or funding agencies...............................5
TASK 2...............................................................................................................................................6
2.1 Statutory regulations that influence facilities operations in an agreed context.......................6
2.2 Health, safety and environment measures that are implemented by facilities manager..........6
2.3 Documentation to account for compliance statutory regulations and health, safety and
environmental measures.................................................................................................................7
TASK 3...............................................................................................................................................8
3.1 Develop system for processing information and maintaining communications......................8
3.2 Control system required by facilities operations within an agreed context.............................8
3.3 System required to support building of management..............................................................9
4.1 Criteria to evaluate effectiveness and quality of facilities operation.......................................9
4.2 Review of procedures to analyze effectiveness and quality of facilities operations..............10
REFERENCES:................................................................................................................................10
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TASK 1
1.1 Responsibilities of facilities manager for staff engaged in facilities operations
Facilities manager of hotel is a person who takes responsibilities in a positive manner.
They ensure that all the grounds and buildings of hotel are properly managed and well-maintained.
To fulfil their goals, they plan and design weekly schedules for maintenance and cleaning work.
Mainly, two areas come under facilities manager i.e. 'Space and Infrastructure and 'People
and Organisation'. They are hard FM and soft FM. Hard FM includes infrastructur and exterior
part while Soft FM includes management (Ackers, Ioannou and Ackers-Johnson, 2016). It
combines principles of architecture, administration, engineering sciences and behavioural aspects.
Its responsibilities are listed as below:
1. To ensure that whether facilities of hotel Elmwood is operating on daily basis or not: Facilities
manager regularly inspect and directly convey with decision makers about the work performance
of hotel.
2. Deal with emergency problems: Here facilities maanger takes look on of complete secutity
system of hotel.
3. Make future plans: All amenities of Elmwood should continue in future too. They make future
4. Repair and replacement plans are prepared: Maintenance and management go simultaneously.
Being manager of Elmwood, necessary repairs and replacements are scheduled with time that
interrupt its employees and business.
5. Managing vendor agreements: Managers work closely with vendors so that hotel can increase
their resources. These contracts are not only negotiated but it is ensured of getting fulfilled. Like
this, healthy relationship is maintained.
1.2 Roles of facilities manager in operational aspects
Facilities manager of Elmwood needs to know its accessibility which includes developing
strategy and information on daily basis to operate needs of people with reduced mobility.
Elmwood manager also ensures that manuals of building are relevant to universal design
information (Ajibo, 2015). Needs of all users are incorporated regardless of size, age or ability into
evacuation. There is a regular communication with vendors to obtain supplies, repairs, etc.
Maintenance work of Elmwood is properly judged by the facilities manager. Development of
evacuation programs and fire drills are managed by him. Elmwood managers have leadership
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skills basically. As a part of hotel, motivation of employees is essential as it helps in dealing with
all types of disciplinary issues that take place in the future. It is the prime responsibility to ensure
safety, cleaning and ensure that all issues related to hotel are sorted on time. Customers enjoy and
don't face any kind of problem while spending their precious time. Campuses remain safe, pleasant
and facilitate the staff as well as tourists (Day, 2017). Major responsibility of manager is to assist
in evacuation of premises, assessment of buildings for its re-occupancy and operate rescue and
search mission properly. Elmwood managers take proper responsibility of mechanical systems and
take look of security with other crew members to exterior and interior environment. Main activity
is preventive maintenance in which working system of staff is ensured and there is increment in
the service life of newly remodelled amenities.
1.3 Responsibilities of facilities manager towards customers
Management of Elmwood Hotel by Facilities Manager is from 360 degrees angle.
Customer satisfaction is the prime responsibility of any manager of hotel. Therefore, being
manager of Elmwood, it is the responsibility to make sure that all external and internal customers
related with the hotel get satisfied. Responsibilities towards customers are as follows:
Providing Better options and Deals: Different customers with various demands visit hotel on daily
basis. So, fine negotiation with the best deal should be provided to them (Deresky, 2017). To
increase the scope of business, customer satisfaction has to be there and this can be achieved by
providing them the best deals which brings more business to hotel.
Service Management: During customers' stay, the best facilities and services should be delivered.
They should feel happiness and satisfaction for all kind of services and amenities rendered to them
in hotel.
Security and Safety Assurance: Security and safety of customers should be properly maintained
within the hotel. They should be aware of provisions of the best services and facilities. This can be
done in an effective manner.
Customer Satisfaction & Amendments: Their service evaluation and satisfaction level is being
measured in all ways (Goulden and Spence, 2015). This can be done through feedback mechanism
and evaluating their views about Elmwood hotel through which their satisfaction could judge or
mapped. Healthy food and hygienic environment should be rendered so that no questions would
arise from customers' side.
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1.4 Influence on facilities operations of employers and/or funding agencies
There is impact on facilities operations of hotel because they assist in operating daily
operations and are good strategic planner of hotel business. Thus, there should be a distinct
approach towards their premises by the employer. There is dependency of employer on facilities
management staff who has the responsibility of supervising various instinctive aspects of the
operations of hotel from managing vendors to arrangement of maintenance and looking forward to
new and innovative techniques (Dick, 2016). Elmwood hotel manager gets success by being
capable towards multitasking and thus it remains on peak in market. Operations of hotel are
carried out as per the legal and statutory compliance. These are also regulated as per the
procedures formulated within hotel itself. When there is appointment of facilities manager in any
hotel, then it is sure that it his responsibility of looking after customers, operations and staff
comes upon his shoulders. Finally, all legal and statutory requirements are fulfilled to make
employer free of these constraints which may arise due to lack of legal and statutory compliance.
Thus, employer becomes free from all types of hassles and future constraints. It gives satisfaction
to funding agencies too as no further illegal proceedings and money would be given for the
operations of hotel to keep it in a surviving state. Workflow services and overall operations are
controlled by facilities operations and it is mandatory to keep all matters documented or should be
presented in presentation form so that proper work is carried out by employer.
TASK 2
2.1 Statutory regulations that influence facilities operations in an agreed context
With respect to facilities operations, UK statutory regulations and procedures are very strict
to follow. As per the UK law, there should be effective availability and implementation of
environment and safety policies as well as practices. Development of practices and various
processes should be initiated by Elmwood hotel regarding UK law based on health, safety and
environment of customers visiting hotel. All kinds of licenses and certifications as per operations
of hotel are present in the UK (Doppelt, 2017). Elmwood hotel has certifications of these licenses.
This is required to ensure that owner and staff; both are eligible and specialized to run the hotel
facilities in an organized manner. All external and internal audits are planned and streamlined
initially. These facilities should be free from all types of securities like health, fire and hygiene.
There are some regulations which explain that certificates for music and sound, alcohol licenses,
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certification on security and safety of different customers and training sessions of internal
employees are received by every type of facility. They have to follow Equality Law, Disparity and
Employment Law among people distributed to operate the facility (Harrison and Lock, 2017).
These statutory regulations make sure that public is secured from poor and bad practices. It is a
kind of obligation for hotels to work under rules and regulations so that operations performed do
not come in the way of health and safety of their customers and employees.
2.2 Health, safety and environment measures that are implemented by facilities manager
UK is very strict and has adopted health, safety and environmental measures for hotel
premises and its facilities. UK follows Health and Safety Act 1974 for the implementation of each
and every facility within the Elmwood Hotel. It prepares an occupational safety and policy of
health program required by Section 20 of the Safety, Health and Welfare at Work Act 2005. It
helps in setting a clear direction towards effective health policies for the hotel(Hugos, 2018). A
plan is formulated to all requirements of safety and health policy in the Safety Statement. These
policies are delivered through effective arrangements and management structure. Policies
regarding health and safety environment includes processing of regular pest control within the
Elmwood hotel. This helps in getting rid of cockroaches, termites and different kinds of other pests
and keep the area clean and hygienic. This process prevents customers from contagious diseases
and modify hygiene and health related aspects within the hotel regarding statutory compliance.
Staff working in the hotel should kept on a check for health camps so that no issue related to health
rises from their side and they can maximize productivity. Audits should be maintained on regular
intervals. These audits give guidance on different kinds on loopholes which are needed to resolve
in a smoother and faster way. Food should pass all tests regarding health, quality and safety
measures for the internal staff and customers.
2.3 Documentation to account for compliance statutory regulations and health, safety and
environmental measures.
Proper records and auditing is required for health and safety measures of Elmwood hotel.
Its manager keeps all types of information regarding statutory regulations of safety and health like
family size, age, ethnicity and marital status(Kerzner and Kerzner, 2017). They are properly
customized by government departments and cultures. Employees ans customers should be kept
healthy and safe which is a legal requirement and is good for hotel's business. Premises require
license which can be obtained under Licensing Act 2003. As per Elmwood hotel is concerned it
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has documentation of proper accounting compliance along with statutory rules like audits and
record keeping of its daily staff. All information is kept by operational managers regarding these
measures and correct documentation and auditing is done. Various registers are maintained with
statutory regulations and issues in UK which includes licensing of operations for property of hotel.
It involves building operation, fire control and various other regulations. As per UK hygiene and
food safety act certification is required for the preparation and serving of food within hotel. It has
to be ensured that quality should not decline (Lussier and Hendon, 2017). Similarly, another
certification is also required for safety and health of the customers which says that these things can
only be maintained if they are greeted well and attended hygienically in terms of stay, environment
and food. Hotel pertains the certification on green and clean environment and health and safety act
1974.
TASK 3
3.1 Develop system for processing information and maintaining communications
Advancements in information technology has resulted in huge variety of systems that
managers of Elmwood are using. These systems help in making communications and decision
making process. Regular interactions and communications with staff members and customers are
found on day to day process during operations in hotel. So various electronic devices are used such
as walkie talkie, mobiles and various other technical devices are found to communicate with other
staff members and management. Computers and various features help to find locations in big hotel
premises. This brings more improvement in the management system of hotel(McAuley, 2016). For
effective communication with team members devices like e-mails, facilities of internet, telephones
help to convey proper information at wide range. There is lot of utilization of technology to make
sure that customers and employees are properly handled and managed. Then beyond this proper
communication is too important and management should develop a genuine communication
system to avoid miscommunication in the hotel premises. Elmwood is good at communication
level. It stores information of its employees and customers systematically. Database is used for this
work (Ogden, et.al., 2016). They ensure that there is no conflict due to improper communication.
Information collected is reviewed and rechecked on advanced systems. All records are records on
an oracle which is supported by internal database system. Thus, combination of advanced tools of
IT and effective communication generated business in hotel.
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3.2 Control system required by facilities operations within an agreed context.
Control Systems are required to be implemented in order to properly utilize facilities of
hotel. It provides quality and usage of workforce. So developing such difficult but dependable
control system is a big deal for every resort or hotel. It is the responsibility of facilities manager to
personally admire complains and regards of customers and take actions. Secondly, mystery
shopping is also done to maintain quality of products. Managers take views of customers and then
deliver to their employees so this helps in building healthy relationship between management and
employees which results in repetition of their visit (Pilanawithana and Sandanayake, 2017). This
control system includes different effective facilities like Budgeting where plans and budgets are
prepared to reach desired goals and objectives. Each and every area of hotel is persisted to plans
and procedures so that final controlling on expenses and other financial aspects could be done
easily. Financial plans are checked and audited. Management and complete staff is provided
training based on these plans and various other procedures which are adopted in terms of
accounting and auditing. These documents and manuals help in operating and checking devices,
equipment, tools that are related to hotel activities. Proper checklist of the processes and sales
audit has to be prepared by the professionals. These checklists keep control on practices and
processes running in hotels. O & M procedures are operations and maintenance methods that track
processes of operations of it.
3.3 System required to support building of management
A healthy system includes email monitoring, spot checking, video recording and different
other technologies which monitors live working of employees. System includes plumbing system
to keep sanitary related processes in working condition. Plumbing facility keeps the water facility
up to date. Monitoring and CCTV is a complete observational and monitoring system that keeps
eye on entrance and exits of customers. It also helps in tracking of activities of employees staff
members and other employees. Similarly, engineering system takes care of different instruments
and machinery installed in the hotel (Preiser, 2016). There are automatic maintenance and
operation system which installed for administrative structure in the hotel. Installation of safety and
security mechanisms are also there. HVAC system installation take care of cooling of departments
or air conditioning of the hotel. Through websites managers could easily come in contact with
customers and increase its revenues. During implementation of quality checks ethical problem
arises like stealing of personal information and de motivation of employees. In feedback most of
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the customers do not reply in correct manner. Sometimes hotels have to hide their data from
various suppliers to defend their position in market. Like this, strong and effective management is
build up through contribution of
employees and perfect system. For a successful management, both electronic and management
system should be perfect.
4.1 Criteria to evaluate effectiveness and quality of facilities operation.
To evaluate quality and effectiveness of facilities manager it is important that all
objectives, plans, mission should be set in his mind. Fixing of plans, objectives and targets would
monitor all activities, programs and functions that are practices in the Elmwood hotel. This in fact
brings changes and improvement in operations of it (Shanks, 2016). It is governed under
automated processing checking system and not by any kind of manual tracking system. Secondly,
implementation and development of training and programs for employees and staff members helps
in improving the management level so that they can benchmark with other similar competitors
with same speed and standard. To give a proper direction to a hotel it is necessary that it should
follow mission, vision and standards.
4.2 Review of procedures to analyze effectiveness and quality of facilities operations
Trainings imparted to employees and other staff members should be judged from the level
of implementation and understanding else it will be a wastage. Whether, development is online or
offline of staff members or staff members have received post training evaluation techniques or
processes, it will help customers in any way. These training let us know the major weaknesses and
loopholes of team members and wrong procedures which hotel is following. This also helps in
correction of employees at different levels like greeting of customers, serving them at right time,
taking bookings of customers, providing discount rates in seasons. Complete quality and
effectiveness is measured by facilities manager so that no complains are forwarded from
customers' side (Waddock and Bodwell, 2017). There 360 degree type of evaluation which helps
in keeping records of employees as well as customers. In case, if facilities manager is not known
about vital processes of hotel then hotel has to bear loss or it may lose good customers anytime.
Therefore, facilities manager should be aware of all practices that have to implemented on time.
Product knowledge should be clear from his side so that he may show path to other employees
and guide his team accordingly.
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REFERENCES:
Ackers, L., Ioannou, E. and Ackers-Johnson, J., 2016. The impact of delays on maternal and
neonatal outcomes in Ugandan public health facilities: The role of absenteeism. Health
policy and planning. 31(9). pp.1152-1161.
Ajibo, K.I., 2015. Risk-based regulation: the future of Nigerian banking industry. International
Journal of Law and Management. 57(3). pp.201-216.
Day, S.M., 2017. Regulatory Considerations. In Biotechnology for the Treatment of Hazardous
Waste (pp. 195-221). Routledge.
Deresky, H., 2017. International management: Managing across borders and cultures. Pearson
Education India.
Dick, R., 2016. Peak performance. Property Journal, p.22.
Doppelt, B., 2017. Leading change toward sustainability: A change-management guide for
business, government and civil society. Routledge.
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.
Harrison, F. and Lock, D., 2017. Advanced project management: a structured approach.
Routledge.
Hugos, M.H., 2018. Essentials of supply chain management. John Wiley & Sons.
Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
Lussier, R.N. and Hendon, J.R., 2017. Human resource management: Functions, applications, and
skill development. Sage publications.
McAuley, B., 2016. Identification of Key Performance Tasks to Demonstrate the Benefit of
Introducing the Facilities Manager at an Early Stage in the Building Information Modelling
process on Public Sector Projects in Ireland.
Ogden, et.al., 2016. Laboratory Animal Laws, Regulations, Guidelines and Standards in China
Mainland, Japan, and Korea. ILAR journal. 57(3). pp.301-311.
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.
Preiser, W.F., 2016. Facility Programming (Routledge Revivals): Methods and Applications.
Routledge.
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Shanks, N.H., 2016. Introduction to health care management. Jones & Bartlett Publishers.
Waddock, S. and Bodwell, C., 2017. Total responsibility management: The manual. Routledge.
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