Facilities Operations Management Report

This report analyzes the role of a facilities manager in the hospitality industry, focusing on Holland Court Hotel. It explores the responsibilities of a facilities manager towards staff, customers, and operational aspects of the building. The report also discusses statutory regulations, health and safety measures, and documentation required for compliance. It further discusses the development of effective systems for information processing, communication, and control, as well as procedures for evaluating the quality and effectiveness of facilities operations.

FACILITIES OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
1.1 Responsibilities of the facilities manager for staff engaged in facilities operations........4
1.3 Responsibilities of facility manager towards customers..................................................7
1.4 Impact of facilities operations of employees and funding agencies.................................7
TASK 2............................................................................................................................................8
2.1 Assess the statutory regulations which affect the operation facilities .............................8
2.2 Health, safety and environmental measures which have to be implemented by facility
manager..................................................................................................................................8
2.3 Documentation required to account for compliance with statutory regulations and health,
safety and environmental measures........................................................................................9
TASK 3..........................................................................................................................................10
3.1 Development of effective systems for processing information and maintaining
communications....................................................................................................................10
3.2 Identify the control systems required for effective facilities operations.......................10
3.3 Systems needed by facilities manager Holland Court Hotel for effective building
management..........................................................................................................................11
4.1 Evaluate the quality and effectiveness of facilities operations.......................................11
4.2 Procedures to analyze the quality and effectiveness of facilities operations..................12
CONCLUSON...............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Facility operation is the strategic approach that involves managing all of people, process
and other related assets that is requisite to carry out the day to day operations of facility. It
mainly focus upon developing and ensuring efficiency of functions of various businesses from
retail stores, hospitals, houses, hotels, commercial facilities, spaces etc. The assignment is based
on Holland Court Hotel who has low star ratings as it experience low occupancy due to guest's
negative reviews related to cleanliness, maintenance and small rooms (Sliteen, Boussabaine,
and Catarina, 2011). The report will discuss about the responsibilities of a facilities managers
towards staff, business operations and customers. It will also evaluate impact of employers or
funding agencies on facilities operations. Furthermore, the report will discuss statutory
regulations, various health and environment measures as well as documentation required to
account their compliance. Lastly, it will give synopsis about identifying, developing and
deploying an effective system to support facilities operations management in context of
organisation.
TASK 1
1.1 Responsibilities of the facilities manager for staff engaged in facilities operations
Facilities operations management can be defined as integration of its people, process and
place within the environment with the main purpose to improve the standard of life of
individuals and to be efficient in delivering services which they are offering to their customers. It
encompasses in it a wide range of activities and services such as maintenance and cleaning,
security, catering, health and safety, security, catering etc. that are to be inspected and supervised

FO manager to maintain effectiveness and efficiency of business operations (Abhulimen,
Abhulimen Kingsley, 2012).
(Source: How Facility Managers Contribute towards Effective FM Model Services, 2018)
Scope of Facilities management
Facility management consists of two areas: space and structure including planning ,
designing, construction etc. and firm and people involving hospitality, marketing, catering etc.
The scope of FM involves fire safety, security, cleaning and soft services, ground maintenances,
health and safety, project management and so on. These activities form key areas of working in a
hospitality industry.
Duties of facilities manager
From storage to physical office space, there are several operations areas that need to be
considered and taken care for the smooth running of business operations. A facility manger is an
individual who is responsible for taking care of routine maintenance, upgrading facilities,
improving and managing these systems to maintain efficiency (Wei, Hong and Alam, 2016).
Facilities operations manger of Holland Court Hotel plays crucial role to handle the workforce
and to provide them with proper working environment so that they can complete their tasks with
best of their capabilities. As Holland Court is facing issues related to lower occupancies,
Illustration 1: How Facility Managers Contribute towards Effective FM Model Services

cleanliness and maintenance it is of critical importance for FO manager to redefine their duties
and make necessary changes in hotels operations and services in order to deal with these issues.
Mentioned below are certain responsibility of Facilities operations manager: Smooth running of business activities: The FO managers of Holland Court hotel on a
daily basis conduct supervision of their employees performance. They provide
instructions and guidance to their staff to keep on introducing new working style. This
helps in developing proficiency of their employees as well as to bring innovation and
creativity in tasks they are performing (Aaltonen and et. al., 2013).
 Clear job description : Another major responsibilities of FO manager of Holland Court
Hotels is to assign duties to employees and to communicate them their role in hotel and
level of performance expected from them. While delegating responsibilities mangers
ensure that task assigned to an individual is as per their capabilities, essential resources
are provided to them and time to complete that task fall into their convenient working
hours.
1.2 Responsibilities of facilities manager for operational aspects of building
Facilities Operations manager of Holland Court Hotel are responsible to take care of
number of activities that are related to the hotel property. Mention below are certain prominent
responsibilities of facility manager in respect to operational aspect of building: Creating plans for repairs and replacements: Management and maintenance go hand in
hand. FO managers are responsible for daily checking of requirements for essential
repairs and replacements. Also it is duty of FO managers to be proactive in scheduling
maintenance and management of tasks that are urgent to be taken care of so that they are
least likely to disrupt the hotel's regular operations, its employees and to form any sort of
inconvenience to its customers as well. Also, timely renovation and redecoration enhance
hotel's ambience that helps in attracting customers (Li and et. al., 2015).
 Developing and handling vendors contracts: FO managers of Holland Court Hotel work
closely with vendors to make sure that hotel is having right quality and quantity of
resources required to carry out its day to day tasks. Thus, it is the responsibility of FO
managers to negotiate with these contractors and to make sure that these contracts are
timely fulfilled and completed. This helps in maintaining cordial relations with vendors
which ultimately benefits hotel in to get uninterrupted and timely supply of resources.

 Dealing with issues related to Security: Security forms key area of concern for both
customers as well as employee's point of view. Thus, FO manager of Holland Court
Hotel ensures proper security and surveillance systems to be maintained and supervised
on daily basis to detect any lacking or loopholes.
1.3 Responsibilities of facility manager towards customers
Facilities operation man of Holland Court Hotel ensures that its clients are provided with
top notch services and facilities. Thus, it becomes responsibility of FO manager of hotel to take
utmost care of its guest right by offering them flawless services. As it is seen that Holland Court
hotel is facing certain problems related to this aspect it is requisite for managers to redesign their
roles as per below mentioned responsibilities:
 Identifying customers needs and desires: The utmost function of facility manger of
Holland Court Hotel is to find out about the demands of its clients in order to provide
them with different services as per their client's need and requirements. For this, hotel can
make use of feedback forms to get to know what extra its clients desires for, what are key
area of improvement for hotel and what are the various problems that customers have
encountered while availing its services or during their stay (Korpela and et. al., 2015). Customer Care: Good customer care services, comfortable stay and quality services
induces customer to get satisfied and to choose hotel for revisit. Thus, it is of critical
importance for Holland Court Hotel to improve and enhance its customer care services.
 Maintaining proper communication: In order to attain customer satisfaction, the FO
manager of hotel are responsible for maintaining proper communication with its clients,
to take their reviews about food, accommodation and other facilities provided by hotel.
This will make its customers to feel important which will develop a positive image of
hotel. To enhance its efficiency in business operations it is essential for hotel to properly
address and work upon its negative reviews.

1.4 Impact of facilities operations of employees and funding agencies
In business, every activity undertaken by people of firm significantly impacts individuals
that are working or are associated directly or indirectly with the organization. Also every
organization at some point of time requires funds that are provided by institution or agency. In

this aspect Facility operations management helps Holland Court hotel to generate required funds
and to effectively control its overall operations and to manage its services workflow and
operations that are being conducted by hotel. Thus, responsibility if facility manger of Holland
Court hotel is ti ensure that all the operations that are been undertaken areas per statutory and
legal compliances and in accordance with set standards. This helps firm to satisfy its funding
agencies who become satisfied that there is no legal proceeding or controversies in which hotel
is involved (Su and Wang, 2012). This will help hotel to easily generate funds that re essential
for carrying out hotels day to day operations. This has a positive impact on hotel business as
from the funds provided hotel is able to provided services and facilities as per customer
requirements which will ultimately help in gaining success in it operations and earning good
brand image for hotel.
TASK 2
2.1 Assess the statutory regulations which affect the operation facilities
Like every other country UK also applies various legislations that are essential to be
followed by every business in order to safeguard interests of all people involved in it. There are a
number of laws and regulations that are incorporate bu government for hospitality industry that
ensures safety and security of clients, employees and other labours. Thus it is of utmost
importance for management of Holland Court Hotel to make sure to abide by and apply all
environmental, health and safety related laws in its business operations and activities. However
as per customers feedback and hotels review it is evident that hotel is lacking in this regard.
Hotel is required to attain certification and various licenses with the local authorities for various
facilities that hotel intends to provide to its customers. For instance license for serving liquor,
certification for sound system, various requisite security and health related systems for ensuring
safety of its customers and employees. Hotel is also obliged to adhere by and incorporate its
policies, programs and schemes in accordance to various labour laws such as Equity Act, 2010,
Minimum remuneration Act, Anti- discrimination act etc. that are enforced by UK government to
safeguards rights of workers and to protect them from any kind of discrimination at their
workplace.

2.2 Health, safety and environmental measures which have to be implemented by facility
manager
UK is the nation that is very strict when it comes to Health, safety and environmental
measures that is requisite for hospitality industry to follow. Welfare of the people thus should be
main areas of focus for Holland Court Hotel who is subject to lower occupancies due to low
maintenance and cleanliness and hygiene issues. Thus, to enhance its performance, gain trust and
attract customers FO managers of Holland Court Hotel is to follow below mentioned measures: Conducting brining and development of its employees: By designing appropriate
training and development program managers are to improve and enhance the
functionality of its workforce as well of hotel's operations. Proper implementation of laws: FO managers of Holland Court hotel are accountable to
monitor that all legislations related to health, safety and environment are been
implemented and strictly followed. It involves ensuring proper and safe emergency exist,
backups for any natural or man made disasters etc.
 Other measures: FO managers is to ensure food offered to customers are healthy and
cooked with all precautions. Also the appliances used are safe and sound to handle by
workers. Other responsibility of FO manager is to make sure that all vehicles that are
been used for pick up and drop facilities for clients and for other purpose are regularly
serviced and checked. Also that there is regular pest control process is maintained to keep
rooms and facilities clean and hygienic.
2.3 Documentation required to account for compliance with statutory regulations and health,
safety and environmental measures.
In UK there are various different types of licenses, permissions and certificate that
organizations in hospitality sector are required to maintain. Holland Court Hotel is subject to
take and maintain various certificates and documents that ensures authenticity of their operations
in relation to statutory compliance. The role FO manager in this regard is to ensure that all
operations and activities are conducting in as per incorporated laws and every facilities that is
been offered is registered and certified. Mentioned below are certain licenses and certificates that
are essential for Holland Court Hotel to maintain:
Licensing for conducting operations in hotel property: This license comprises permit for different
factors such as fire safety, police, statutory license, business registration, building etc.

Licenses and certifications: It comprises getting certificate for the quality of food and food
products and ingredients used in preparation. It also includes licences for serving liquor.
Certification of Health and Safety measures used as per standards: It involves
certification for green and clean environment, measures undertaken as per Health and Safety
Act,1974, authentication certificates for technologies and machinery that are been used in hotel
operations etc.
TASK 3
3.1 Development of effective systems for processing information and maintaining
communications.
Hotel operations are subject to regular interaction and communication among staff,
management and customers. Holland Court hotel to improve its communication and information
exchange stem can make use of latest technique and devices like walkie talkie, boom mikes,
inter caller phones etc. to get connected to maintain interconnectivity between its various
departments and to exchange information and data quickly to various staff members
(Communication Strategies, Systems, and Skills, 2018.). Also it is essential for FO managers to
ensure that proper Management Information System and performance management and appraisal
systems are maintained and updated on regular basis. Other devices such as telephone, intranet
facilities and emails could also be taken into consideration to communicate and exchange
information and data to the team members (Ageron, Gunasekaran and Spalanzani, 2012).
3.2 Identify the control systems required for effective facilities operations
In order to maintain better and effective control over business operations in appropriate
manner FO manager of Holland Court Hotel may implement following systems:
Budgeting: Budgets and plans are formulated in order to ensure proper and optimum
utilization of available limited resources. FO managers of Holland Court hotel ensures that these
plans are proper formulated and distributed to each department heads so that they can exercise
control over their expenses and perform activities in accordance to planned budget.
Accounting and auditing: Holland Court hotel is required to pay attention in analysing,
auditing and evaluating its financial records and budgets. The finance department should have
proficient and well qualified staff to adopt and implement various procedures, audits and
accounting system as per standards set. Also there is requirement of consulting experts in order

to check authenticity of accounts and auditing system that is been followed (Nielsen, Sarasoja
and Galamba, 2016).
Operations and management procedures and controls: It is of critical importance for
Holland Court hotels to have an efficient control over its operations and management so as to
reduce overall cost incurred. Hotel is in crucial need to adopt and incorporate certain essential
changes that are of high significance for its growth and development. It is of utmost importance
for hotel to improve its housekeeping services to maintain cleanliness and hygiene in its premises
and rooms (Fraser, 2014).
3.3 Systems needed by facilities manager Holland Court Hotel for effective building
management
One of the most critical and foremost factor that needs to be taken into consideration in
hospitality industry is its place of operations that is the building management ion where it fulfil
needs and requirements of its customers. Thus, management of Holland Court Hotel is required
to ensure that its building management is up to date and the property is in best possible shape.
Mentioned below are certain system that management is to make sure to be maintained :
Fire Alarm System: It is one of the most important system that is requisite for hotel to
maintain and monitor for its functionality for ensuring its people's safety- employees and
customers.
CCTV and Monitoring System: In today's time where there is sudden rise in crime rate it
is essential for Holland Court Hotel management to install proper network of CCTV and
monitoring system. This helps in keeping a check over the activities of various departments and
employees. It also helps in maintaining security and safety of its customers (Kato and et. al.,
2015).
4.1 Evaluate the quality and effectiveness of facilities operations
The major reason for the poor performance of Holland Court Hotel is lack of monitoring
and managerial efficiency and lack of hygiene and cleanliness. Thus in order to overcome these
weaknesses and to improve quality of its operations it is essential for management to undertake
following steps:
Formulating objectives, plans and targets: It is essential for Holland Court Hotel to
monitor various programs, functions and tasks that are undertaken by hotel (Ou and Hong,
2014). This will help management to critically evaluate performance of each department, to set

individual targets and to introduce modifications that will help in improving quality of services
that are been provided besides developing efficiency of operational management.
Developing Standards for facility: TO gain its market share and improve its position and
brand image it is essential for Holland Court Hotel to develop standards to measure performance
of its various departments. This will ultimately enhance the quality of its operations and services
that it offers to its customers.
4.2 Procedures to analyze the quality and effectiveness of facilities operations
For enhancing and evaluating the effectiveness of various quality standards that are been
incorporated by Holland Court Hotel, FO managers are responsible to review each and every
procedure. It is duty of managers to track down the performance and to compare actual results
from expected outcomes to check the level of efficiency of each system. Hotel is required to
check effectiveness of training and development program to ensure work proficiency of its
employees. It is essential to provide quality services and to tackle various issues of customers in
most professional and efficient manner (Choi,2013).
Also there is requirement to develop hotel's online and offline communication system in
order to take feedback and collect reviews from customers. This will help Holland Court hotel to
take necessary measures to eradicate areas of lacking and to improve their overall business
operation and services that are been offer to guests.
CONCLUSON
From the report undertaken it is concluded that facilities management plays essential role
in hospitality industry. By applying proper facilities operation management system hotel can
enhance its efficiency and overall quality of services that it provides to its customers. Also it is of
utmost importance for every hotel to adhere by various laws and legislations related to health and
safety, quality, employees, environment etc. and to strictly follow them in its business
operations. It is seen that Holland Court Hotel is experiencing poor performance that can be
improved by undertaking certain alterations and changes in their routine activities.

REFERENCES
Books and journals
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Aaltonen, A. and et. al., 2013. Facilities management driving green building certification: a case
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Li, Z. and et. al., 2014. Development of safety standard for mobile hydrogen refueling facilities
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modelling in facility management: the case of the Center for Properties and Facilities of
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of Facilities Management, 12(1), pp.18-37.
Kato, T. and et. al., 2015. Operations management methods and devices thereof in information-
processing systems. U.S. Patent 9,128,704.
Ou, T. C. and Hong, C. M., 2014. Dynamic operation and control of microgrid hybrid power
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Online
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