Facilities Operations Management: Staff, Building, and Customer Focus

This report examines facilities operations management within the context of the Bluedaws Private Hotel, focusing on the responsibilities of a facility manager. It details the manager's duties toward staff, including clarifying roles and ensuring smooth business operations. The report also covers operational aspects of the building, such as accessibility, maintenance, and security, as well as responsibilities towards customers, including identifying needs and providing customer care. Furthermore, it discusses the impact of facilities operations on employees and funding agencies. The report then outlines effective systems for information processing and communication, control systems for operations, and systems to support building management, such as fire alarms and CCTV. Finally, it evaluates the quality and effectiveness of facilities operations and the procedures for analyzing these aspects, providing a comprehensive overview of the key elements in successful facilities management within a hotel environment.

FACILITIES OPERATIONS
MANAGEMENT

INTRODUCTION
Facilities operations (FO) is concerned with the management of all procedures, people
and assets required for facility to do what it is designed to do. It includes day to day operations of
the facility and provides better services to customers as they are the mainly focused by
hospitality industry (Alexander, 2013). By providing better facilities to customers, they can
attract and retain their visitors. It is responsibility of facility manager as well as other superiors to
ensure that every employee is performing their activities in proper manner and with perfection,
attending customers politely and providing them necessaries, etc. The Bluedaws Private Hotel is
situated in United Kingdom. This assignment will enlighten the responsibilities of facility
manager for the staff and for operational aspects of building, their responsibilities toward
consumers and facilities operations impact on funding agencies. It will also cover statutory
regulations that will affect FO and health and safety measures established by facilities managers
and many more.
TASK 1
1.1 Responsibilities of facilities manager for staff engaged in facilities operations
Facilities management is concerned with efficient and effective delivery of services for
the organisation in which they are serving (Krajewski, Ritzman and Malhotra, 2015). According
to ISO, “Organisational function which integrates people, place and process within the
environment with the purpose of improving the quality of life of people and the productivity of
the core business”.
SCOPE:
Facilities management (FM) covers mainly two area: 'Space and infrastructure' (design,
planning, construction, etc.) and 'people and organisation' (catering, hospitality, marketing, etc.).
These areas are also referred as hard FM and soft FM. Facilities managers mainly coordinates the
workplace with the people and work of the organisation.
Facility manager is a person which have the charge of hotel and they look towards
activities and facilities which are provided by organisation. As Bluedaws Private Hotel is not
performing in adequate manner, FM have to perform their duties in proper manner so that they
can improve the current condition. Following are some responsibilities of facility manager:

Clarity of role and job description: FM is responsible for making aware about different
roles and responsibilities of employees according to their work profiles in hotel. It is necessary
for every individual to know about their duties so that they can perform their work in appropriate
manner.
Smooth running of business operations: They ensure the sufficient amount of staff is
present within Bluedaws Private Hotel. They have to ensure that financial, marketing and other
budgets are formulated in the starting of the year. FM has to ensure smooth functioning within
organisation. They try to resolve conflicts as soon as possible.
1.2 Responsibilities of facilities manage has for operational aspects of building.
FM are also responsible for looking out of hotel property. Responsibilities of facility
manager with respect to operational aspects of building are mentioned below: Accessibility: It is an important aspect and is most avoided by managers and others.
Accessibility can be a selling point for disabled person as they choose hotels according to
accessibility (Drion, Melissen and Wood, 2012). As Bluedaws Private Hotel does not
have any smooth access to different section, facility manager can enhance the smoothness
and access of hotel. Maintenance and Repair: FM has to ensure that every thing and parts of hotels are well
maintained and areas which require regular maintenance like rooms, kitchens, etc are
regularly maintained. Wherever repairing is required, FM should improve it as soon as
possible. Mechanical and Electrical Systems: FM should ensure that there mechanical and
electrical systems are well updates and regularly checked in order to avoid electrical
failures, etc.
 Refurbishment and Security: Timely redecoration and renovation is necessary in order
to attract customers towards their hotels. Customers are mainly mesmerized by looks of
hotel so it is necessary for FM to identify the need of refurbishment areas and work in
that direction. Along with this, facility manager should ensure that proper security and
surveillance is maintained and supervised by them.
1.3 Responsibilities of facility manager towards customers
Facility manager is a professional manager whose focus is on efficient and delivery of
services for the business to satisfy customer. He is responsible for making cleaning,security and

parking so that employees can work easily. The Bluedaws Private Hotel facility manager was
unable to provide 360 degree services to the customer.
Identifying and assessing customer needs and wants: They should talk from their
customers so that they can able to know what problems clients are facing and how can they
improve that. By communicating with customer they are able to get their feedback which
increase their further sale.
Customer care :Best services and facilities to customer induce them to visit that again.
When customer get satisfied and happy for the services than it remain longer with them. They
also tell others that they go in that respective hotel and their services are best. Customer care is
responsible for handling problems of guest (Nielsen and et al, 2014). They should have all the
solution regarding guest issues and it provided within time.
Information and advice monitoring sales and bookings: Hotel business can increase
their sale by coming on online platform or the own website. Where they can forecast about the
programs and packages which contains customers benefit. They should also provide benefit in
advance booking so that customer induce to book earlier before they really need it.
Communication system and database: Manager and its high authority employees
should use walkie-talkie so that information get easily transferred from one person to another.
With this they can get to know any problem happening in the hotel with the employees and the
guest.
Management information system should be compulsorily used in the hotel so that their
should be proper control on every proceedings of the business.
1.4 Impact of facilities operations of employees and funding agencies
The main aim of private hotels was to earn higher amount of profits. For ex., Bluedaws is
private hotel whose main purpose is to improve the quality of service for customer stratification.
On the other hand, aim of public hotels in upon convenience. Their working was managed by
trustees. Collaboration of funding agencies and owners bring huge positive impact on services
provided by hotel. This will enable them to improve the quality and address all the needs of
customers. It improves their daily operations regarding cleaning and security of guests and helps
to attain their trust and loyalty towards their services. At last, all this exercise improves their
probability and image.

TASK 2
Covered in PPT
TASK 3
3.1 Development of effective systems for processing information and maintaining
communications.
Communication is an proficient system which regulate crucial data to each and every
member of organisation. With proper and strong communication, managers can convey their
message and information effectively and in proper manner. This also increases the efficiency of
employees while performing their activities as they know how to and when to perform activities.
Hotel can use walkie talkies in order to communicate and interact with each other (Price, Pitt and
Tucker, 2011). Examples of devices are e – mails, telephones and internet facilities that can help
employees and candidates to send relevant and right data to desired team members. This leads to
proper management and effective operations of hotel.
The Bluedaws Private Hotel can use MIS and Performance System are few processing
and maintaining communication systems that will help in managing and spreading the
information. These systems will record important information related to employee, customers,
hotel as well as employee performance, which will assist HR manager to manage their records.
Regular interaction with staff can enhance hotel's productivity and with this, employees will able
to provide better services to their customers. The Bluedaws Private Hotel can implement
effective and proficient communication systems as this will improve their productivity and level
of quality services.
3.2 Identify the control systems required for effective facilities operations
In order to ensure better and effective facilities operations, hotel can execute different
control system. Some of them are mentioned below:
Budgeting: Budgets and plans are developed to make sure proper implementation
utilization of money (Longo, 2012). These budgetary plans are then distributed to different
departments. This make sure that departments have full control on expenses and perform and
implement their activities according to the planned budget.

Accounting and auditing: This helps in checking, auditing and evaluation of financial
records and budgets. The staff and management are properly directed towards adoption of
various procedures related to audited account and report that are carried out.
Instrumentation start up and closure process: These procedures help in checking and
operating the devices, equipment and tools relate to hotel operations (Widener and Horner,
2011). With proper directions, employee can operate different equipment easily and smoothly.
Purchasing and sales: Company should conduct proper sales audits and checklist on the
procedures and practices that are carried out by hotel. This will help them to improve their sales
activities which will result in more profits and revenues to company. This will work as a control
to measure the all procedures and activities that can be operated in hotel.
Operation and management procedures and controls: These operations and
maintenance methods will keep record and check on the operations of the hotel.
3.3 Discuss the systems needed by a facilities manager to support effective building management
In order to improve current condition of hotel, facility manager can install different
effective systems. This will increase their efficiency and will lead to proper functioning of
operations. Some of them are mentioned below:
Fire Alarm system: This system will help hotel to manage fire emergencies. By
implementing this system, it will provide warning to every one present in the hotel and necessary
actions can be taken in order to prevent the fire from spreading and hurting someone (Hui, Zhang
and Zheng, 2013). Managers can also plan evacuation strategies and plans which could be
implemented at the time of emergency.
Plumbing system: This system is related with maintaining and taking care of plumbing
related features in hotel. This will maintain water supply and other sanitary related processes
operating and working at the hotel facility at all times. This will also avoid water wastage and
other features.
CCTV and monitoring systems: These systems are one of the crucial parts of any
organisation as they keep record on activities going on in the hotel as well as work as security
systems. It is necessary for hotel to install CCTV wherever possible so that, no one can dare to
do anything illegal. Proper motioning or surveillance room should be installed and controlled by
technicians. This will work as complete monitoring and observational systems that will take care
of each and every activities. It will also pay attention on working of staff members in the hotel.

Engineering systems: This system will make sure that every machines and equipment of
hotels are installed and are working in proper manner.
4.1 Evaluate the quality and effectiveness of facilities operations
Bluedaws Private Hotel can improve their quality and effectiveness of facilities
operations so that they can establish a good position in market and achieve desired success. It is
great responsibility of a facility manager to implement certain criteria that will lead to evaluation
of the effectiveness of facilities operations at hotel:
Implementation of goals and plans: This will monitor different functions, programs and
tasks that are run within hotel so that modification can be done in order to improve the quality.
Development of vision and mission: Hotel can develop vision and mission statements
which will help employees to put their efforts in right directions (Tang and Zhou, 2012). These
are the future objectives that a hotel wants to achieve in future.
Development standards for facility: Facility manager can develop proper standards and
procedures for better performance of facility operations.
4.2 Procedures to analyze the quality and effectiveness of facilities operations
Responsibility of a facility manager is to review and evaluate processes and procedures in
order to measure the effectiveness of them. Hotel can review and evaluate training which are
provided by organisation to employees. It is necessary for managers to make sure that employees
gain maximum from their training, so for that they can develop better training modules which
can give better impact to them.
Hotel can also develop feedback system from which they can take advice and opinions
from visitors coming to their hotel (Afshar and Haghani, 2012). This will help them to improve
their facilities and operations in more effective manner. It will also make managers about the
ambiguity and imperfection that the hotel have been following. After knowing this, managers
should correct and improve them as soon as possible.
CONCLUSION
It can be summarised, from the above report that facilities management is necessary in
hospitality industry, if they want to achieve desired success and growth. With proper
management, hotel can enhance their efficiency of their activities and will able to provide better
services to their customers. Quality and good services leads to total satisfaction of customers

which will prefer them over other rival teams. The government of UK has formulated several
statutory regulations which are related to security and safety of consumers, subordinates and
other staff members that are operating in hotel. The Bluedaws Private Hotel has not been
performing good, but they can improve their condition by making certain modifications and
alteration in their daily activities. They can make their facility management strong and this will
result in greater profits and more revenues.

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
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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.