This report examines the role of a facilities manager in a hotel, analyzing their responsibilities towards staff, operational aspects, and customers. It also discusses environmental health and safety, statutory agreements, and methods for evaluating the quality and effectiveness of facilities operations.
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Facilities Operations Management
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TABLE OF CONTENTS INTRODUCTION...........................................................................................................................1 TASK 1............................................................................................................................................1 AC1.1 Assessing the responsibilities of facilities manager for staff engaged in facilities operations...............................................................................................................................1 AC1.2 Responsibilities the facilities manager has for operational aspects of the building. . .2 AC1.3 Assessing the responsibilities of facilities manager towards customers using the facility.....................................................................................................................................2 AC1.4Impact on facilities operations of employers and/or funding agencies.......................3 M1. Demonstrate that an effective approach to study and research has been applied by providing a brief history of Facilities Management...............................................................3 D1. Demonstrate that conclusions have been arrived at through synthesis of ideas..............3 TASK 2............................................................................................................................................4 TASK 3............................................................................................................................................4 AC3.1 Effective systems for processing information and maintaining communications......4 AC3.2 Control systems required for effective facilities operations within an agreed context4 AC3.3 The systems needed by a facilities' manager to support effective building management ................................................................................................................................................5 AC4.1 Appropriate criteria to evaluate the quality and effectiveness of facilities operations5 AC4.2 Implementation of evaluation and review procedures to analyze the quality and effectiveness of facilities operations......................................................................................6 CONCLUSION................................................................................................................................6 REFERENCES................................................................................................................................7
INTRODUCTION Facilities operation management is one of the major elements in an organisation that helps in effective functioning and arrangement of its business operations. The report will analyse specific case scenario in context of an under-performing hotel in UK. The report will determine various roles and responsibilities of a facility manager towards operations, staff and customers. The assignment will also include a brief discussion on environmental health and safety as well as statutory agreement towards the hotel. Furthermore, the report will identify the method used for evaluating quality and effectiveness of the various operation in an organisation. TASK 1 AC1.1 Facilities management (FM) is an integrated management of multi-disciplinary activities like people, places and process within a assembled environment with the purpose of quality improvement of the business .It is a strategic business area for quality business operations and to gain sustainable advantage.Facilities manager has several responsibilities like daily maintenance and management of facilities in an organization. The care of physical infrastructure of a business is ensured by the facilities operations manager.The effective and efficient delivery of support services in an organization is carried out by the facilities manager(Martín and Grossmann, 2017). Scope It covers two main areas i.e. Space & Infrastructure which refers to the work space and infrastructure and People and Organisationthat includes place of work and people. It is related to the psychology of work. It also covers non core functionswhich differs one business sector to another and are services that is not business related.It is focused on continuous innovation and development by reducing costs and adding value to the core business of public or private sector firms. Responsibilities of facilities manager for staff The main responsibilities of a facilities manager is to operate across business functions. Management of operations smoothly:Facility manager needs to ensure that staff has been appointedadequatelyandalsocheckthatfinancialoroperationalbudgetsareallocated 1
adequately and placed right. They also need to assure that operations and grievances are resolved at the earliest(Frank, Leiß and Reinhold, 2018). Welfare activities and staff engagement:Employee's engagement activities and decision making must be included by the facilities manager. More progressive operations and generation of new or innovative ideas would be generated due to these actions. Training and development:Facilities manager must guide or train employees on a daily basis with technical, operational and facilities sessions of training to make hem aware of standard operating procedures and functions. AC1.2 Facilities manager has to look for various operational aspects of the building with respect to the organization's property. Building management and operations:Facilities manager needs to ensure whether space of building are allocated properly ie, assuring comfortable, safe and productive environment for the clients and workforce. They also must check with the building's electrical and mechanical system efficiently. Evacuation programs:Facility managers needs to develop fire drill rescue programs in the facility. Ensuring and developing fire extinguishers, evacuation facilities must be installed and maintained regularly(Lindauand et.al, 2017). Security:Protection of employees and the business through guarding, security patrolling, and maintenance of hardware are all integral services to support the staffing and assets of the organisation. Groundsmaintenance:Worksfromlitter-pickingtomovinglawnstocomplex agricultural work and tree work including winter work like tree pollarding, snow clearance, etc. Total facilities managementservices:It may include contractslike access control systems, security services, mechanical and electrical maintenance. AC1.3 Facilities manager has to make sure that the internal and the external customers of the organisation remain satisfied and the responsibilities include: Service management:Providing customers with the best services and facilities in order to gain more business and thereby, giving the best deals. 2
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Customersatisfactionandimprovisations:Evaluationofsatisfactionlevelsofthe customers and ensuring the best and quality service through improvisations. Safety and Security assurance:All customers should be kept satisfied and happy ensuring the safety and security. AC1.4 Institutions which provides capital and financial assistance to companies for carrying out its operational activities and facilities are called as funding agencies. They provides assistance in organization'sprojectsandresearchactivities.Statutory,legalcompliancesandstandard procedures should be followed by facilities managers while carrying out operations of facility. These establishments keeps a control of services workflow and overall operations that are running in an organization. M1. The facility management's origin can be traced in the early 1900s. It started ,in services during the 1970s where it involved cleaning and building maintenance. The cost reducing by businesses during that time led to an agreement or contract by other company on services like lighting, plumbing etc. Services such as planning of space and management of property were added in the 1990s. From 2000's payroll and human resources which are the processes of business was also included in this. Facilities managers today have responsibilities of performing facility, service to customers, capital projects and also have a great involvement in transactions of real estate and efforts for strategical planning. A combinationof special contractors, huge multi service organizations and housing departments delivers a range of designs, plans, finance and management. As companies seek to include more services and revenue to contracts facilities management is becoming more complex(Kwon and Yoon, 2017). D1. Facilitiesmanagementisdedicatedtocareandmaintenanceofcommercialor institutional buildings making it an interdisciplinary field. Decoration, electrical power, lighting systems, cleaning, air conditioning, ground keeping and security are the duties of facility management.Asastandardbenchmarkstherequirementofdevelopedregularoperating procedures and practices can be utilized. The legal and statutory audits from the government authorities must be applied to the certifications or licenses made for the facilities which must be 3
checked by the facility manager. They are also responsible for the employees, clients and operational conveniences of an an organization. TASK 2 Covered in PPT TASK 3 AC3.1 Effective systems for processing information and maintaining communications Business operations consist a regular and day to day communication among the staff, customers and management. The wireless phones, walkies-talkie and other technical instruments could be utilized to interact or convey essential information and message within the organization. There are various other devices such as telephones, mails and internet facilities that can assist the employees in communicating the right and correct information among the team members for enabling effective operation within the organization. The various processes and communication systems such as Performance management and Management information system can be used or adopted by organization to maintain and manage effective communication in the organization. AC3.2 Control systems required for effective facilities operations within an agreed context There are various control systems that could be used in the hotel for providing effective facilities operations as described below – Auditing and accounting– In this area of the hotel financial documents and budgets are controlled, checked and audited. The management and staff within the hotel needs to be guided on the different processes that have to be used with regard to accounts and audit that are been carried out. Budgeting– This is area wherein the plans and budget covering each of the areas of the organization needs to be created and provided to various departments so that they can have effective control on financial aspects and expenses of the hotel (Kristensen, Kristensen and Rodrigues, 2017). Sales and purchasing– There must be proper checklists and sales audit on the practices as well as processes that are performed in hotel. These can be effective controls for measuring practices, processes and activities that are essential to run the business. 4
Equipment starts up and closing down procedures and controls– These processes and manuals will assist in operating and checking the tools, devices and equipment affiliated to the hotel operations O & M Controls and Procedures–This maintenance and operations techniques will support check and activities on the operations of hotel. AC3.3 Systems needed by a facilities' manager to support effective building management Varioussystemsthatareneededbythefacilitymanagerforeffectivebuilding management can be described as below – 1.Plumber systems– The plumber systems take care of all the steps and activities related to the plumbing system in the hotel of building of an organization. 2.Fire alarm system– The fire alarm system is also very essential for the building as it takes care of any emergency issue or condition such as fire. 3.CCTV and Monitoring system– The CCTV and monitoring system helps in tracking any ale practices in and round business by capturing its footage. 4.Security and systems for observation– This system includes various safety and security mechanisms as well as other security techniques adopted by the hotel. 5.Automation and O & m systems– These are various automotive systems such as lifts, doors, etc. which are installed in the hotel building. AC4.1 Appropriate criteria to evaluate the quality and effectiveness of facilities operations It is an essential and important role or duty performed by a facility manager. These roles to set the criteria to evaluate the effectiveness and quality of the facilities' operation in the hotel are as follows - Setting targets, plans and objectives– This activity helps in monitoring all the programs, functions and tasks that are performed in the hotel so that various new methods can be introduced and implemented in the hotel easily. Development and implementation of the training programs– This activity can help in imparting and development of training programs for the staff so that effectiveness and deficiency can be enhanced in the hotel. Development of vision, mission and standards for the facility and company– The main activity or function a company needs to do perform is development of vision, 5
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mission and objectives of the business. Along with this, it is important to make effective strategies to achieve those objectives (Miyake and et.al, 2017). AC4.2Implementationofevaluationandreviewprocedurestoanalyzethequalityand effectiveness of facilities operations The assessment and survey methodology that could be introduced inside the office activities are: Survey and assessment of the training that are being sorted out for the different staff working for the hotel– Training except if assessed and judged from the level of comprehension and the usage of the same in the tasks would be of no utilization. It is basic that whether the staffs have taken in the instruments and process should be possible by post preparing assessment procedures and procedures. Advancement of the online and in addition disconnected procedure of the input from the clients who have in any capacity used the offices and administrations of the hotel will help. This procedure will tell us on the escape clauses, shortcomings and the wrong procedures that the inns have been following and help in their amendment effectively at all the levels. The 360 degree and assessment of the offices chief that will help in keeping a mind the nature of a director as far as his viability in usage of the frameworks. O and M Proactive check and agenda– This agenda would involve the different procedures that could be checked concerning the tasks and upkeep of the hotel office or the building. This agenda will keep track on the apparatuses, types of gear and the machines at the hotel (Gurung and et.al, 2018). CONCLUSION The above report concluded that hotel operations are similar to operations in any other organization or company. This is an area wherein the plans and budgets covering each area of the organization needs to be created. As per the above report is focus on utilized to interact or convey essential information and message within the organization. There are various other devices such as telephones, mails and internet facilities that can assist the employees in communicating. Form the above report is focus on air conditioning, electric power, plumbing and lighting systems, cleaning, decoration, ground keeping and security. 6
REFERENCES Books and Journals Gurung, G., Derrett, S., Hill, P.C. and Gauld, R., 2018. Nepal’s Health Facility Operation and Management Committees: exploring community participation and influence in the Dang district’s primary care clinics.Primary health care research & development, pp.1-11. Miyake, T., Kondou, S. and Nakatani, M., 2017.Power generation facility operation device and operation method. U.S. Patent Application 15/517,854. Kristensen, E., Kristensen, J. and Rodrigues, A., 2017. Evaluation of a Operation of Burning of Wheat Straw Batches in a Pilot Scale Facility in Denmark.Silva Lusitana,25(1). Kwon, D.Y. and Yoon, J.S., 2017. Study on the assessment of environmental impact indicators onconcentratedeffluentfromdesalinationfacility.DESALINATIONANDWATER TREATMENT,96, pp.201-210. Lindau,Fandet.al,2017.MAXIVPhotocathodeGunLaserSystemSpecificationand Diagnostics.Proc. IPAC’17. Martín, M. and Grossmann, I.E., 2017. Optimal integration of a self sustained algae based facility with solar and/or wind energy.Journal of cleaner production,145, pp.336-347. Frank, A., Leiß, D. and Reinhold, J., 2018. How to put a Launcher Test facility into operation. In2018 SpaceOps Conference(p. 2723). 7