Facilities operations management Solved Assignment

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Table of Contents
INTRODUCTION................................................................................................................................3
TASK 1.................................................................................................................................................3
1 Assess the responsibilities of the facilities manager for staff engaged in facilities operations.3
2. Discuss the responsibilities of facilities manager in context of the operational aspects of the
building.......................................................................................................................................4
3 Assess the responsibilities of the facilities manager has towards customers using the facility.4
4 Discuss the impact on facilities operations of employers and funding agencies.....................5
TASK 2.................................................................................................................................................5
Covered in PPT...........................................................................................................................5
TASK 3.................................................................................................................................................5
Covered in PPT...........................................................................................................................6
TASK 4.................................................................................................................................................6
1 Establish appropriate criteria to evaluate the quality and effectiveness of facilities operations.. 6
2 Implement evaluation and review procedures to analyse the quality and effectiveness of
facilities operations.....................................................................................................................6
CONCLUSION....................................................................................................................................7
REFERENCES.....................................................................................................................................8

INTRODUCTION
Facility manager is a person who have duty to take care the premises of organization, and
provide proper repairs to the areas which need it. They also have duty to maintain their workers and
staff members, so that they can work in proper manner. This report is based on The Marriott Hotel,
which is one of the leading organization in the world of hospitality industry. In this report, a
discussion will take place on the responsibilities of facilities manager, by which staff engagement
get enhanced and also in the aspects of operations of business (AlFaris, Abu-Hijleh and Abdul-
Ameer, 2016). Also a study will take place on responsibilities which facilities manger have towards
their customers, along with this impact of facilities operations of employers and funding agencies
will come in discussion. Also, legislation will also get discussed which can affect the functioning of
facilities operations, along with documentation required with these. Also, the system which is
effective for processing information and maintaining communications will get discussed along with
this the system which is needed by them for facilities manager to support effective building
management also get covered in study.
TASK 1
1 Assess the responsibilities of the facilities manager for staff engaged in facilities operations.
The combination of ample number of disciplines, which help in maintaining and balancing
the supply and demand of services, equipments and suppliers of organisation. The main objective of
them in The Marriott Hotel is to increase the efficiency of organisation ( Manhas and Tukamushaba,
2015). There are different type of facilities management, which are as follow :-
1. Cleaning : They use to provide clean environment in premises, also use to trash disposal and
plumbing also, so that they can make a healthy working environment.
2. Hardware inspection and Maintenance : They use to check and monitor the hardware present
in premises like AC, fan and other, and also use to provide maintenance to them.
3. EHS : It stands for Environment, Health, and safety, they use to make a eco-friendly
environment for working which is safe and healthy for their employees.
Along with this, Human Resource management of The Marriott Hotel also have a key role in
facilities management, as they help them in making a work force which use to understand their roles
and responsibilities (Camillo, 2015). There are ample number of roles which HR have to play in this
like, manage work force according to needs, provide proper training and development sessions to
their employees, provide holidays and compensation to their employees. Along with this, there are

ample number of issues which is faced by HR of The Marriott Hotel, like difficult to hire employees
according to specific skill set, very tough to provide training and development sessions to every
individual according to their specific problem, have to face issue regarding compensation of
employees.
2. Discuss the responsibilities of facilities manager in context of the operational aspects of the
building.
Facilities manager is the person who use to manage all the work in an organisation like The
Marriott Hotel, so that they can work in proper manner and they can get efficient outcomes of these
functioning ( Lugosi and Jameson, 2017). For this, facilities manager have to play ample number of
roles in different departments like building, maintenance and repair, mechanical and electrical
system, refurbishment and security of building. Some of these roles of facilities manager in
different department are as follow :-
1. Role of facilities manager in accessibility of building : Here the main role of facilities
manager is to monitor the non programmatic operations of The Marriott Hotel, and also
maintain them ( Espino-Rodríguez and Gil-Padilla, 2015). They use to make a system by
where communication between employees is very fast and each and every employee know
their roles and responsibilities which they have to play in organisation. These these roles
make it very effective for facilities manager in completing their work in very efficient
manner.
2. Role of facilities manager in maintenance and repair : Wear and tear in a premises is very
common, and it is very important for organisation like The Marriott Hotel to provide proper
maintenance and repair to them. Facilities manager of The Marriott Hotel use to monitor the
premises and check that which part of premises need any repair, so that they can provide it
and safe organisation from huge wear and tear ( Firdauz, Sapri and Mohammad, 2015).
3. Role of facilities manager in mechanical and electrical system : The main roles of facilities
manager is to check and monitor the electrical system of The Marriott Hotel and also
monitor their mechanical system, so that required maintenance can easily get provided.
3 Assess the responsibilities of the facilities manager has towards customers using the facility.
There are ampler number of responsibilities of facilities manager towards customer using
the facilities, and some of these are as follow :-
1. Proper customer service

2. Satisfaction to customer
3. Customer loyalty
4. Customer empathy
All these responsibilities of facilities manager help them in making their employees perform
in effective manner, so that they can help customers in getting better experience. Also facilities
manager is the first person which use to monitor and operate the products and raw materials across
the supply chain ( Jensen and van der Voordt, 2016). For example, facilities manager of The
Marriott Hotel use to verify the food items purchased by them and make sure that all of them are
good quality and fresh. Also it is monitored by them that the food products get stored in hygienic
manner, and food get cook in a clean environment. This all help them in maintaining health and
safety of their employees and customers, so that customer loyalty get improved and also employee
engagement get enhanced.
4 Discuss the impact on facilities operations of employers and funding agencies.
Funding agencies are those agencies which use to provide capital funding to an organisation,
so that they can perform their functions and operations in very effective manner. They also help
organisations in making different experiments in their functioning ( Limberger and et. al, 2014).
The Marriott Hotel is one of the biggest and they have huge list of supplier which use to provide
different raw materials and products to them. In this list the top suppliers of them are, Berman
Purchasing Inc., Carter Brother, Eagle Koinonia Corporation, Fairmont Designs Hospitality Group,
Gary's Seafood, Hospitality Staffing Solution and many other (Suppliers of The Marriott Hotel,
2019). These all use to play a crucial role in facilities operations of employees. For example,
customer who want to take accommodation for night stay in hotel, then it is common that they need
bed and other basic furniture. This has helped The Marriott Hotel in making strategic partnership
with Berman Purchasing Inc. These funding agencies and suppliers use to provide better quality
products so that customer satisfaction get increased and also they can get good experience after
consuming services.

TASK 2
Covered in PPT
TASK 3
Covered in PPT
TASK 4
1 Establish appropriate criteria to evaluate the quality and effectiveness of facilities operations.
When it come to quality and effectiveness of different operations, functioning and facilities
provided by The Marriott Hotel, it can be said that they are doing extremely good in almost all the
areas. They have proper set of work force and also have proper quality control in their operations.
This all is because, they use to provide proper training and development sessions to their
employees, so that they can perform better (Khodadadi, 2016). Along with this, they also try to keep
their employees stress free by proving them well balance life between professional and social
activities. This not only help The Marriott Hotel in showing that how good are they in governance
but also help them in managing their operations and businesses.
They also use to make proper forecast which help them in maintaining their cost and also by
performing their functioning in different part of the world. They have a well managed and
developed supply chain management system. For example, they use to perform their activities in
franchise which help them in cutting their cost of products and services offered by them and also
help them in increasing the geographical area of them. They use proper technologies, which leads
them in performing their facility operations like communication and information handling in very
effective manner.
2 Implement evaluation and review procedures to analyse the quality and effectiveness of facilities
operations.
The Marriott Hotel is one of the biggest hospitality franchise in the world, which provide
their products and services in different part of the world. They use to manage, balance and monitor
the works performed by their employees ( Lai and Choi, 2015). This help them in making a proper
controlled system and also help in maintaining accurate quality an outcomes of their operations. For
example, they use provide proper training and development session to their employees, so that they

can improve their performance. Along with this, they use to provide proper rewards and profits to
their employees, which are giving their best to organisation. Also they use to provide proper
compensation and rest to them, so that the loyalty of employees with organisation can get improved.
Along with this, feedback by customers and monitoring their experience can also help The Marriott
Hotel in improving their facilities operations.
CONCLUSION
From the above mentioned report, it is concluded that, facilities management is very much
important for an organisation of hospitality sector. As this help them in providing proper quality of
products and services to their customers, also they use to monitor and maintain these services, so
that customer can get good experience after consuming products. Also there are ample number of
roles and responsibilities which facilities manager have to play in an organisation, so that they can
manage their different department and their operations.

REFERENCES
Books and Journal
AlFaris, F., Abu-Hijleh, B. and Abdul-Ameer, A., 2016. Using integrated control methodology to
optimize energy performance for the guest rooms in UAE hospitality sector. Applied
Thermal Engineering. 100. pp.1085-1094.
Camillo, A. A. ed., 2015. Handbook of research on global hospitality and tourism management. IGI
Global.
Espino-Rodríguez, T. F. and Gil-Padilla, A. M., 2015. The structural and infrastructural decisions of
operations management in the hotel sector and their impact on organizational
performance. Tourism and Hospitality Research. 15(1). pp.3-18.
Firdauz, A. M., Sapri, M. and Mohammad, I. S., 2015. Facility management knowledge
development in Malaysia: added value in hospitality managerial
competency. Facilities. 33(1/2). pp.99-118.
Jensen, P. A. and van der Voordt, T. eds., 2016. Facilities management and corporate real estate
management as value drivers: how to manage and measure adding value. Taylor & Francis.
Khodadadi, M., 2016. Return to glory? Prospects of Iran's hospitality sector post-nuclear
deal. Tourism Management Perspectives. 19. pp.16-18.
Lai, J. H. and Choi, E. C., 2015. Performance measurement for teaching hotels: A hierarchical
system incorporating facilities management. Journal of Hospitality, Leisure, Sport &
Tourism Education. 16. pp.48-58.
Limberger, P.F. and et. al., 2014. Satisfaction in hospitality on TripAdvisor. com: An analysis of the
correlation between evaluation criteria and overall satisfaction. Tourism & Management
Studies. 10(1). pp.59-65.
Lugosi, P. and Jameson, S., 2017. Challenges in hospitality management education: Perspectives
from the United Kingdom. Journal of Hospitality and Tourism Management. 31. pp.163-
172.
Manhas, P. S. and Tukamushaba, E. K., 2015. Understanding service experience and its impact on
brand image in hospitality sector. International Journal of Hospitality Management. 45.
pp.77-87.
Online
Suppliers of The Marriott Hotel. 2019. [Online]. Available Through :
<http://www.hotelnewsnow.com/Articles/1831/Marriott-enlists-more-diverse-suppliers>./