Operations Management in Hospitality

This assignment delves into the critical role of operations management within the hospitality sector. It emphasizes the importance of maintaining a balance between health, security, food safety, and operational efficiency. The text examines various aspects of operations management, including revenue management strategies, human resource practices, customer satisfaction, and environmental sustainability. Relevant academic research and industry best practices are referenced to support the analysis.

Facilities Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Responsibilities as a facilities manager towards staff......................................................1
1.2 Responsibilities as a facilities manager for operational aspects of building...................2
1.3 Responsibilities as a facilities manager towards customers using facility.......................3
1.4 Impact of employers (owners) and/or funding agencies upon facilities operations.........3
TASK 2............................................................................................................................................4
2.1 UK statutory regulations affecting facilities operations...................................................4
2.2 Health, safety and environmental measures that must be implemented in facilities
operations in UK.....................................................................................................................5
2.3 Documentation for compliance with statutory regulations and health, safety and
environmental issues in UK....................................................................................................5
TASK 3............................................................................................................................................6
3.1 Effective systems for processing information and maintain communications at hotel....6
3.2 Identification of control systems required for effective facilities operations for hotel ...6
3.3 Systems needed as a facilities manager to support effective building management........7
TASK 4............................................................................................................................................8
4.1 Appropriate criteria to evaluate quality and effectiveness of facilities operations at hotel8
4.2 Implementation of evaluation and review procedures to analyse quality and effectiveness
of facilities operations at hotel...............................................................................................9
CONCLUSION................................................................................................................................9

INTRODUCTION
Facilities operations management is a process of managing and controlling procedures,
human resource and assets in relation to a building or hotel property (Slack and Brandon-Jones,
2018). Facilities manager is a person responsible for monitoring and controlling the activities in
relation to running and maintenance of hotel building. This report is based upon the facilities and
responsibilities in relation to a newly built Oberian hotel in UK. This report will explore the
various responsibilities of a facilities manager towards staff, operations and customers. Also, it
will take into account the health and safety, environmental and legal compliances that need to be
considered by hotel management. Besides this, it will give an insight into the effective control
systems for processing the information and effective systems for building management. Lastly, it
will include the analysis of criteria that is used for evaluating quality and effectiveness of hotel
operations.
TASK 1
1.1 Responsibilities as a facilities manager towards staff
Facilities manager is a person who is in-charge and head of a building and is responsible
for making sure that the hotel and its amenities meet the needs of people working in it. They
ensure that all the security, maintenance and work facilities are in accordance with developing a
healthy and sound atmosphere for the workforce involved in executing operations related to
hotel. The responsibilities of facilities manager towards staff of Oberian Hotel are described
below:-
Effective working and management: Facilities manager is responsible for selecting and
recruiting skilled, talented and potential individuals for undertaking various activities in relation
to Oberian Hotel. It is required by them to ensure that the finance in relation to manpower
appointment and management is allocated in the beginning of year so that there is no glitches in
operations or day-to-day working of hotel (Slack and Brandon-Jones, 2018). Also, it is their
responsibility to make sure that activities are smoothly carried and grievances are adequately
addressed under their supervision.
Dealing with emergency issues: Facility managers are responsible for creating such
plans that can help in coping with emergency situations that may arise in context of Oberian
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Hotel. These emergency situations can be in relation to breach of safety, durability, security or
maintenance of hotel operations.
Development of plans for replacements and repairs: It is the responsibility of facilities
manager to create plans for carrying out operations in relation to replacement and repairs. Also,
it includes making necessary maintenance required within rooms or other amenities provided
within the premises of Oberian Hotel.
Management of vendor contracts: Facilities managers are also responsible for
maintaining healthy relationship with vendors and suppliers so that resources can be acquired
within timely manner and utilised for enhancement of service quotient with respect to Oberian
Hotel.
1.2 Responsibilities as a facilities manager for operational aspects of building
Facility Manager is a professional who looks after the overall activities in relation to
running of Oberian Hotel. The responsibilities of facilities manager in relation to operational
aspects of building are as follows:-
Legal compliance: Facilities manager is responsible for getting all types of certificates
and necessary licenses for running of hotel without any statutory intervention. Also, it is required
to ensure that all of these are renewed within a timely manner as soon as the period for its
effectiveness expires.
Maintenance of emergency equipments: It is required that Oberian Hotel should be
equipped with necessary and effective equipments which can help in prevention or mitigation of
emergency situations like fire within hotel premises (Zhou and et. al., 2014). For this, facilities
manager is responsible for installing fire extinguishers and evacuation programmes to ensure
safety and security of people.
Building operations and management: All the legal standards associated with Oberian
Hotel operations should be complied with across the premises to avoid any intervention from
government or statutory body. Furthermore, hotel should have proper notice, signage and
display.
Auditing: Facilities manager is responsible for ensuring that statutory audit, both internal
external are being organised on timely manner within hotel.
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1.3 Responsibilities as a facilities manager towards customers using facility
For every organisation, the primal-facie element of consideration is customers for which
it is running business. In relation to Oberian Hotel, Facilities manager is responsible for ensuring
that needs and requirements of customers are taken into account and they are provided services
in accordance with their demands. The responsibilities of facilities manager towards customers
are described below:-
Service Management: It is essential that customers are provided the best services at a
feasible cost so as to ensure that they are happy and satisfied with the amenities available within
hotel premises. This assists in increasing their loyalty towards entity and retaining them for a
long duration of time.
Providing best deals: It is imperative that hotel management focus upon satisfying the
customers by way of lucrative deals or offers so that they can be easily attracted towards
enterprise and are willing to stay connected with hotel in long run. When customers feel content
with amenities, they promote the hotel by word of mouth publicity which will help in growth and
development of hotel.
Customer Satisfaction: It is required that facilities manager takes into account the needs
and preferences of people and develop amenities that are in accordance with their tastes. Also,
improvisations and modifications should be brought in services being provided within hotel
premises so that customers feel content and can be retained for a long period (Xu and Li, 2016).
Also, their grievances should be properly addressed. Furthermore, it should be ensured that they
have access to healthy environment with proper adherence to hygiene standards along with
safety and security measures. This will imply lesser customer complaints and widespread
acceptability from them.
1.4 Impact of employers (owners) and/or funding agencies upon facilities operations
Facilities operations within Oberian Hotel premises should be carried out in accordance
with legal as well as statutory requirements and standards. When a skilled and knowledgeable
facilities manager is appointed by employers, it helps in ensuring that the running and
management of hotel operations is being carried out in an effective manner (Slack and Brandon-
Jones, 2018). Also, owners make sure that facilities manager looks after all the necessary
activities and procedures of enterprise and monitors operations so that there is no breach of rules
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and regulations set in association with hotel industry. When all compliances are met by staff and
management, the funding agencies are also satisfied with hotel.
TASK 2
2.1 UK statutory regulations affecting facilities operations
Legal regulations and procedures in UK are way too strict in relation to facilities
operations. There are various laws passed by government for effective and ethical facilities
operations. Some of these are as follows:-
Management of Health and Safety at Work Regulations, 1999
As per this law, it is required that employers do an adequate and sufficient assessment of
risks in relation to health and safety of employees while they are at work. Here, special
consideration is required to be given to young individuals and pregnant women.
Workplace (Health, Safety and Welfare) Regulations 1992
As per these regulations, it is essential for facilities managers to make sure that the
workstations are clean, suitably ventilated, adequately lit, comfortable, properly organised so that
employees have access to a healthy environment while working (Mahadevan, 2015).
Manual Handling Operations Regulations, 1992
Manual handling is the process by which transportation or carrying of load is done by
way of hands or human body force. Here, movement of load refers to pushing, moving, carrying,
pulling, lifting, putting down etc.
Provision and Use of Work Equipment Regulations, 1998
According to this, it is the responsibility of employers to make sure that all equipments
used in operations within premises, like tools, vehicles, manufacturing plant, are safe to be used
by employees (Nielsen, Sarasoja and Galamba, 2016). Also, it is to be ensured that such
equipments are properly maintained in a safe environment and its use is under supervision of
technical professional.
Personal Protective Equipment (PPE) at Work Regulations, 1992
It is the duty of managers to keep a check upon the Personal Protective Equipments like
gloves, masks used by employees. It is required that these are suitable for putting into use
instantly.
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Other than these statutory regulations, it is also required that Oberian Hotel possess valid
license and certificates which ensure that staff and management are specialised to carry out hotel
operations. Also, rules and regulations associated with Alcohol provision and consumption
within premises, sound and music rules, security of customers and training of workforce should
be complied with.
2.2 Health, safety and environmental measures that must be implemented in facilities operations
in UK
It is required by hotel properties and facilities to ensure that Health, safety and
environmental measures are in accordance with legal requirements and statutory standards. In
relation to this, there are strict norms in UK that must be adhered to, by hotels operating across
the country. Acts and regulations such as Health and Safety Act, 1974 and Health and safety
(display screen equipment) regulation, 1992 lay down the rules that govern functioning and
management of Oberian Hotel and facilities operations (Park, Jeong Kim and McCleary, 2014).
It is required by hotel management to ensure that there are timely pest control procedures which
assists in prevention or control of cockroaches, termites and other sorts of pests. This will help in
keeping a clean and hygienic premises for workforce as well as customers. Also, entities must
organise health camps so as to equip employees with information about health and safety
measures and ensure generation of maximum productivity at work. Besides this, it is required by
statute to conduct timely audits so that loopholes and matters requiring concern get ascertained
and can be dealt effectively in a timely manner. Furthermore, prior to making food for
customers, it should be ensured that materials used for preparation passes all test in relation to
health, quality and safety. This assists in maintaining a hygienic environment along with taking
proper safety and security measures.
2.3 Documentation for compliance with statutory regulations and health, safety and
environmental issues in UK
Proper maintenance of MIS and Performance Reports is done at each and every facility in
relation to hotel operations so as to ensure that the status and information about various activities
being carried out within premises is taken into account and adequately documented. A number of
registers and documents are required to be maintained by staff and management of Oberian Hotel
in compliance with statutory laws and regulations in UK. Some of these documentations are:-
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License for operations of hotel property: This is associated with fire control measures,
building operation and other necessary licenses required by law.
Certifications and licenses: This is in accordance with standards and regulations in
relation to preparation and serving of food within hotel premises. This should be in adherence to
UK Hygiene and Food Safety Act (Park and Kim, 2014).
Certification in relation to health and safety: As per this, it is required by Oberian
hotel staff and management to maintain a clean, hygienic and healthy environment for stay, food
along with working condition of employees. Also, consideration has to be given to essential
elements of hotel property like housekeeping, cleaning, maintenance and technical alignment.
Also, hotel should possess Certification in relation Green and Clean environment and Health
and Safety Act, 1974.
TASK 3
3.1 Effective systems for processing information and maintain communications at hotel
Hotel Operations comprises of a number of day to day activities. These activities and
procedures can take place only when there is an effective communication between staff,
management and customers. Some technical devices and equipments that can be used to carry
out interaction in Oberian Hotel is by way of walkie-talkie or other such tools. These can help in
delivering necessary information in relation to hotel operations to people associated with
enterprise. Also, there are other effective measures like e-mails, social media, telephones, mobile
applications and websites which assists in communicating relevant and accurate data about entity
to team members or public. Furthermore, management in Oberian Hotel can make use of
Hotel Service Optimization System which is an app which is specially designed for developing
communication between guests and hotel staff. Furthermore, Management Information
System (MIS), Human Resource Management System (HRMS) and Performance Management
System are some of the ways for gaining and processing relevant information (Schwarz, Hall and
Shibli, 2015).
3.2 Identification of control systems required for effective facilities operations for hotel
The control systems that are required to be installed or implemented within Oberian
Hotel in order to ensure effective facilities operations are:-
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Budgeting: This is the aspect which determines the finance allocated to various facilities
associated with running and functioning of Oberian hotel. This is maintained so as to put a
control on expenses.
Accounting and Auditing: This aspect is related to maintenance of proper performance
records of Oberian hotel. Also, it is required that enterprise conducts timely audit procedures.
Purchase and Sales compliances: This is in accordance with statutory requirements and
demands proper audit of purchase and sales activities of Oberian Hotel by way of invoices, bills
and other necessary documents to support authenticated procedures (Robinson and et. al., 2016).
Operational and Maintenance Procedures and controls: These are the control systems
that keep a check upon various operations conducted and facilities rendered within Oberian
Hotel premises.
3.3 Systems needed as a facilities manager to support effective building management
For effective building management, there are various systems that are required to be
installed by facility manager in Oberian Hotel, which are:-
Fire Alarm System: These are the systems which assist in times of emergency situations
in relation to fire within hotel premises. This can be referred to as fire control and evacuation
programmes (Liu, Schuckert and Law, 2015).
Plumbing systems: This takes into accounts all the activities and procedures in relation
to plumbing within hotel. Such systems ensure proper and timely maintenance of water and
sanitary related operations.
CCTV and monitoring system: This is a type of security system that keeps a check
upon day to day activities and operations of Oberian Hotel. Also, this assists in monitoring and
observing each step within the procedures being followed in hotel in detail and track the
functions performed by various employees within organisational context. Closed Circuit
Television more commonly known as CCTV or video surveillance is a method by which all
incidents taking place are kept a check upon by way of cameras (Gannon, Roper and Doherty,
2015).
HVAC System: This is a control system by which hotel management takes care of air
conditioning processes across hotel premises.
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Other necessary control systems: These comprise of various other essential elements of
hotel like Power systems, illumination system, magnetic card and access system, lifts and
escalators.
TASK 4
4.1 Appropriate criteria to evaluate quality and effectiveness of facilities operations at hotel
It is essential for facility manager to set an effective criteria that would evaluate the
quality and effectiveness of the facilities operations at the hotel. Such criteria are described
below:
Setting targets, objectives and plans: This is essential as it helps in monitoring and
controlling the practices, processes and tasks that are carried out within the premises of Oberian
Hotel. This assists in effectively executing the changes in organisational context that are related
with bringing improvements in quality and enhancement of productivity and performance (Fried,
2015). It will be an automated process which will not require any kind of manual intervention
and will consist of various devices and equipments that are existing within the premises of hotel.
Training and developmental programs for staff: For any organisation, the most
important asset is human resource. It is required by management to ensure that there is proper
handling and maintenance of staff present within entity (El Haddad, 2015). In relation to newly
opened Oberian Hotel, it is required by facilities manager to impart training opportunities to staff
so that they can inculcate such skills, knowledge and competence to effectively run and operate
the hotel. Also, this will keep the staff informed about various necessary activities and elements
that are part of hotel industry.
Development of Vision, Mission and Standards for facilities operations: It is required
by company to set an effective and strong vision and mission statement so as to encourage the
whole staff towards performing their duties in productive manner. Also, it is required that these
should be in accordance with aligning the behaviour of all employees towards achievement of
organisational goals and objectives along with looking forward to progress of company in near
future. This will help in keeping track of facilities operations within hotel.
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4.2 Implementation of evaluation and review procedures to analyse quality and effectiveness of
facilities operations at hotel
The evaluation and review procedures that could be installed within the facilities
operations at Oberian hotel are:-
Review and evaluation of trainings organized for staff within hotel: It is essential that
management looks after the results of training and development programmes. A review of these
procedures helps in ascertaining whether the objective for which training was imparted has been
accomplished or not (Davis and et. al., 2018). Furthermore, it helps in determining whether the
staff is equipped with necessary skills and knowledge about operations mechanism and other
necessary activities carried within the premises of hotel.
Operations and Maintenance checklist: This checklist consists of a number of
procedures and techniques that need to be assessed and reviewed in a timely manner. Complying
with necessary processes ensure that all necessary operations and functions are being carried
effectively within organisational context.
CONCLUSION
From the above report, it has been concluded that it is essential to effectively carry out
the operations and functions of hotel while being in accordance with legal and statutory
compliances. Also, it has been assessed that there are various operating procedures and standards
that govern the working in relation to hotel. Besides this, it has been evaluated that facilities
manager is a person appointed by owner who is responsible for supervising facilities operations
and other regulatory compliances within the premises of hotel. Also, it has been concluded that
hotel management and staff have to abide by various laws in relation to health, security, food,
safety and maintenance components of enterprise. In addition to this, it has been assessed that an
organisation needs to maintain various check systems and procedures for effective working and
operations.
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REFERENCES
Books and Journals
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Fried, G., 2015. Managing Sport Facilities, 3E. Human Kinetics.
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from the international hotel industry. International Journal of Hospitality
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Liu, X., Schuckert, M. and Law, R., 2015. Can response management benefit hotels? Evidence
from Hong Kong hotels. Journal of Travel & Tourism Marketing. 32(8). pp.1069-1080.
Mahadevan, B., 2015. Operations management: Theory and practice. Pearson Education India.
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