Operations Management in the Hospitality Industry

This assignment delves into the realm of operations management within the hospitality sector, specifically focusing on hotels. It examines various aspects such as facilities management, decision-making processes, and the impact of technology on hotel performance. The provided resources encompass research papers, articles, and online materials that shed light on key concepts, trends, and best practices in hotel operations management.

FOM

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Assessing responsibilities of the facilities' manager for staff...........................................1
1.2 Discussing responsibilities the facilities' manager for operational aspects of the building. .2
1.3 Assessing responsibilities of facilities' manager towards customers...............................2
1.4 Discussing impact on facilities operations of employers and funding agencies..............3
TASK 2............................................................................................................................................3
2.1 Assessing statutory regulations affecting facilities operations in hospitality industries. .3
2.2 Discussing health, safety and environmental measures to be implemented by facilities
manager..................................................................................................................................4
2.3 Discussing documentation for compliance with statutory regulations, health, safety and
environmental measures.........................................................................................................4
TASK 3............................................................................................................................................5
3.1 Developing effective systems for processing information and maintaining
communications......................................................................................................................5
3.2 Identifying the control system which is required for effective facilities operations........6
3.3 Requirement of systems for effective building management...........................................6
4.1 Evaluating effectiveness and quality of facility operations..............................................7
4.2 Implementing procedures for analysing quality and effectiveness..................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Facilities operations are crucial aspect in the hospitality sector to provide better and
quality services to customers. Present report deals with facilities operations in Green Park hotel
which is engaged in hospitality industry. Facilities Manager's responsibilities related to
customers, employees and operational aspects are provided. Documentation and statutory
regulations are accounted for in accordance to UK government. Importance of facilities
operations is useful in smoothing operations quite effectually.
TASK 1
1.1 Responsibilities of Facility Manager for staff
Facility Manager is engaged in smoothing operational tasks in the hotel so that the stated
objectives may be achieved with ease. He is the head of facility of meeting out operations.
The responsibilities of facilities manager towards staff in Green Park Hotel are as follows-
Smoother Operations- It is the main responsibility of manager that staff is being appointed and
furthermore, operational and financial budget are adequately allocated in a year (Davis,
Lockwood, Alcott and Pantelidis, 2018). Thus, roles should be assigned to employees so that
they may be able to perform tasks without any difficulty and if there any grievances, it can be
resolved at the earliest. Hence, smoother operations can prevail by assigning tasks to staff in a
proper manner.
Clarity in Job Roles- This should be provided in accordance to roles and descriptions regarding
individual tasks to be performed. It is required so that duplication and overlapping of work by
employees can be reduced up to a high extent.
Employee Engagement- It is an important task which must be performed by him as workers
should be engaged in decision-making process so that new ideas can be generated in the best
possible manner. It is essentially needed as they may feel their importance in the hotel and as
such, operations can be smoothly achieved (Xu and Li, 2016).
Providing Training- Facility Manager has a main responsibility to provide training to
employees by which they can easily handle tasks easily. Furthermore, productivity and efficiency
can be maximized as well.
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1.2 Responsibilities of Facility Manager for operational aspects
There are various responsibilities of the management in the operational aspects. He is
entitled to help in increasing occupancy level and enhancing operations in effective way. The
responsibilities towards operational aspects of building are as follows-
Accessibility- The Manager is required to carry operational tasks related to building so that
space can be adequately utilized in the best possible manner. Furthermore, he should have access
to hotel space and capacity by which it can be allocated nicely and could be used properly (Hill
and Hill, 2017).
Maintenance and Repairs- It is required that repairs and maintenance may be managed by the
manager. It is essentially needed as properly maintained hotel building is required to attract
customers with proper cleanliness. He is entitled to implement preventative and reactive
mechanism for repairs.
Mechanical and Electrical System- The vital supplies and services related to mechanical and
electronic system should be furnished in a better way. It is the responsibility of Facility Manager
so that proper electrical system may prevail
Refurbishment and Security- The refurbishment of the hotel should be there so that it may
appear more appealing to customers. Furthermore, security measures are required as privacy of
guests is the main concern for hotel.
1.3 Responsibilities of Facility Manager towards customers
The responsibilities of Manager towards guests are as follows-
Customer Needs- The Facility Manager is entitled to effectively assess the demands and needs
of guests in effectual manner by preventing wastage of resources in Green Park Hotel. Hence,
better services may be rendered to them for enhancing satisfaction level (Melián-González and
Bulchand-Gidumal, 2016)..
Customer Care- Resolving queries for customers is the main responsibility of Facility Manager.
It is needed to provide them with facilities they need and if any issues exists, and then it should
be resolved up too much extent in effective way.
Monitoring Sales and Bookings- The bookings should be managed as well as monitored
accordingly. This will provide clarity while booking so that sales can be injected in better way.
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Furthermore, better facility will be provided to them by official website as they can book rooms
through it and smoother operations can be achieved.
Communication Systems- It is one of the main responsibilities of Facility Manager to
effectively prepare and formulate database of customers. Maintaining and collecting data
regarding number of visits made by customers and sales made. Hence, database and
communication systems are important elements in the hotel.
Ancillary Services- Various services are provided to customers in enhancing level of
satisfaction. Apart from this, certain ancillary services should be imparted to customers in order
to make them loyal towards hotel (Cetin, Demirçiftçi and Bilgihan, 2016).
1.4 Impact on facilities operations of employers and funding agencies
The impact on facilities of employers and funding agencies are numerous on business. In
relation to this, private ownership facilities are required to analyze in a better way. The facilities
have an impact on employers as they have can take facilities and generate source of funds in
effective manner. Publicly held facilities will be grateful to hotel as monetary help can be
injected with ease. Trustees can also help in generating funds in adequate manner by providing
resources in the best possible manner. Funding partnerships and local authority are useful source
of attaining facilities and funds so that hotel may be able to provide quality services to
customers. Hence, such sources will be helpful in generating finance and thus, operational
activities may become smoother and Green Park Hotel can easily impart desired services to
customers quite effectually.
TASK 2
Attached in ppt
TASK 3
3.1 Developing effective systems for processing information and maintaining communications
The information management can be improved by various practices is special focus has
been given to different organizations in both public and private sector. There are various factors
such as increasing the level of efficiency of process with context of business, regulations are
complaisance with the desire of delivering new services has been demanded. In different
scenario, information management has deployed new technology solutions like managing
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content or document, portal applications or even data warehousing. With the context of facilities
operations management there is huge requirement of optimising technology for ensuring that
information related to all customers and employees should be handled and managed with ease.
The data base can be created for storing information accurately (Drion, Melissen and Wood,
2012).
The most essential element for developing any system for preventing mismatch of
communication in the company is managing proper communication. Especially in hospitality
sector there is huge involvement of daily interaction and communication among management,
staff and customer as well. There are different technical devices such as walkie talkie which is
used for conveying and communicating data and information in Green Park Hotel. There are few
processing and maintaining communication system for managing and spreading information are
performance management system and management information system.
3.2 Identifying the control system which is required for effective facilities operations
There are different control system which can be installed in Green Park Hotel for
providing facility operation in very effective manner such as :
Accounting and auditing : In this area different financials and budgets are controlled,
checked and audited. The various procedures are been guided to different staff and management
which are audited in aspect of accounts and audit which are carried out.
Purchasing and sales : The organization should carry out different practices and processes
for appropriate checklist and sales audit. For controlling processes and practices various
measures should be adopted with context of operations related to business(Uecker-Mercado and
Walker, 2012).
Budgeting : In each and every are budgets and plans should persisted and in every
segment it should be developed and transfers to various departments so this will lead to control
on various financial aspects and expenses.
Operations and management : Different methods of operations and management will be
tracked and along with this different process on context of hotel operations.
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Equipment start up and closing down process : Different manual and procedures will be
created and it will audit operating and checking of devices, equipments and tools in context of
operations of hotel (Meng, 2013).
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3.3 Requirement of systems for effective building management
The different systems are required by facility manager of Green Park hotel for building
effective management such as :
Engineering systems : It will track the condition of different equipment and machines
which are used in Green Park hotel for managing its own operations.
Automation system : In this system various machines which are for automatic operations
and maintenance systems involved in hotel.
Fire alarm system : it will track information in context of any issues related to fire and
emergency which might arise in Green Park hotel.
CCTV : it will be tracking information in context of number of visits and exits
from hotel. The activity of staff is also traced in this observational system so it will lead to very
comprehensive and monitoring process which is controlled with recording of all activities
happening in Green Park Hotel.
Security and systems for observations : It includes mechanisms and safety and security
which are installed in Green Park hotel.
Plumbing systems : it will consist of all system which take care of steps and process in
context of all the features of plumbing in Green Park hotel. It will be observing all water and
sanitary operations of 24x7 hours (Espino-Rodríguez and Gil-Padilla, 2015).
4.1 Evaluating effectiveness and quality of facility operations
The main objective of facility manager of Green Park Hotel is to set criteria which will be
creating effectiveness and quality of such facility operations such as :
 Target setting : All the functions will be monitored along with tasks, programs which will
be operating hotel so all alterations will be improving effectiveness and quality. There is
no need of tracking systems manually instead of presence of automated procedure for
tracing different devices which are operated in the hotel facility.
 Training and development : There will be different programs for developing and training
which will be benchmarked from their competitors with the context of operation of hotel
staff who are working in Green Park hotel. Among each and every member all
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competencies and essential skills will be adopted who are working in this specific hotel.
Staff will be updated and informed with different competencies and skills.
 Mission, Vision and standards : The Green Park Hotel will develop its own mission,
vision and objectives for different standards for giving direction to whole team which
they are dealing. All the processes and introduction to procedures will be traced in
facilities operations (Quality strategies for facility operations and Maintainence, 2018 ).
4.2 Implementing procedures for analysing quality and effectiveness.
The training can be judged and evaluated when understanding level and implementation
remains on similar position. It is referred as insistent that staff has observed the mechanisms,
processes or not as it can be done by evaluating after training with various processes and
techniques. Online developing and its feedback from consumers will be utilized by various
facilities and services of Green Park hotel. It will be observing all loopholes, weakness and
processes which are wrong that every hotel is following and by alterations it will be increasing
its own level. Quality manager can be also judged by 360 degree evaluation of all facility
manager with context of effectiveness which is implemented in different systems. If facility
manager of Green Park Hotel is not aware about training process of hotel then he will not able
for implementing same thing in hotel. So in the same series product knowledge should be learned
by facility manager in appropriate manner so guidance to team will be according to that.
The different process will be included in operations and maintenance of Green Park Hotel
's checklist for facility (Alexander, 2013). All the tools, equipments and machines will be tracked
by this checklist.
CONCLUSION
Hereby it can be concluded that hotel operations should be maintained in proper way so
that customers may be provided with adequate and better services in effective manner. Facilities
Manager is a head of overall operations of hotel and has various responsibilities to be performed
towards staff, customers and operational aspects in the best possible manner. Hence, it can be
said that Green Park hotel will be benefited by implementing facilities operations for extracting
benefits quite effectually.
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REFERENCES
Books and Journals
Alexander, K. ed., 2013. Facilities management: theory and practice. Routledge.
Cetin, G., Demirçiftçi, T. and Bilgihan, A., 2016. Meeting revenue management challenges:
Knowledge, skills and abilities. International Journal of Hospitality Management. 57.
pp.132-142.
Davis, B., Lockwood, A., Alcott, P. and Pantelidis, I. S., 2018.Food and beverage management.
Routledge.
Drion, B., Melissen, F. and Wood, R., 2012. Facilities management: lost, or
regained?. Facilities. 30(5/6). pp.254-261.
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.
Hill, A. and Hill, T., 2017. Essential operations management. Macmillan International Higher
Education.
Işık, A. T. and Adalı, E. A., 2016. A new integrated decision making approach based on
SWARA and OCRA methods for the hotel selection problem. International Journal of
Advanced Operations Management. 8(2). pp.140-151.
Melián-González, S. and Bulchand-Gidumal, J., 2016. A model that connects information
technology and hotel performance. Tourism Management. 53. pp.30-37.
Meng, X., 2013. Involvement of facilities management specialists in building design: United
Kingdom experience. Journal of Performance of Constructed Facilities. 27(5). pp.500-507.
Nielsen, S. B., Sarasoja, A. L. and Galamba, K. R., 2016. Sustainability in facilities
management: an overview of current research. Facilities. 34(9/10). pp.535-563.
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