Food Operations Management Assignment

FOOD OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................3
1.1 Responsibilities of the facilities manager for staff engaged in facilities operations........3
1.2. Responsibilities of facilities manager in terms of operational aspects of the building.. .4
1.3 Responsibilities of facilities manager towards customers................................................5
1.4 Impact on facilities operations of employers and funding agencies. ...............................5
TASK 2............................................................................................................................................6
Covered in PPT.......................................................................................................................6
TASK 3............................................................................................................................................6
Covered in PPT.......................................................................................................................6
Task 4...............................................................................................................................................6
4.1 Appropriate criteria to evaluate the quality and effectiveness of facilities operations.....6
4.2 Evaluate and review procedures to analyse quality and effectiveness of facilities
operations...............................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Process of controlling and managing human resources, assets and procedures with respect
to hotel or building property are known as facilities operation management. Facility manager is
responsible for controlling and managing various activities required for maintenance and
execution of hotel building. Hilton York is taken in this report in which responsibilities of
facility manager are considered in various aspects. Hilton York is a upscale hotel which has
contemporary rooms and is located in UK. It is basically a hospitality industry and give hotel as
well as accommodation services to guests . This report presents roles and responsibilities of
facility manager towards employees, customers and operations. Also, health, safety, legal and
environmental compliances are taken in account by management of hotel. Beside this, effective
control systems for effective system and processing of information for building management are
discussed. At last, analysis criteria is discussed for effectiveness and quality of operations of
hotel.
TASK 1
1.1 Responsibilities of the facilities manager for staff engaged in facilities operations.
Facilities Management: It is a profession which comprises of heterogeneous disciplines
to ensure comfort, safety, efficiency and functionality of environment by integrating place,
people, technology and process. Levels of facilities management: There are two levels in this
which are described below:
 Hard facilities management: Services which include actual system and structure that
allows to work smoothly are referred to hard facilities management (Davis and et. al.,
2018). Example: plumbing, elevator maintenance,structural and safety.
 Soft facilities management: Services which are related with management of property are
referred to soft facilities management. Example: cleaning, maintenance, grounds, security
and pest control.
Roles and responsibilities of facilities manager:
Roles:
 Day to day management of operations is done by manager of Hilton York. This shows
that all activities are done and they are staffed satisfactory.

 They can designate different projects to individual like changes, release etc. Facility
manager will coordinate with them to keep record of data.
Responsibilities:
 Responsible for scheduling maintenance and coordinates facility inventory in terms of
maintenance.
 Communicate new policies and make sure that relevant standard is being followed by
manager of Hilton York. They act as focal point for communication with service
providers, management and clients.
HR roles :
 Hire talented candidate and give them proper training. Handbook of employees is created
and updated regularly (El Haddad, 2015).
 Occupational safety and health act (OSHA) 1970, ensure that safe working conditions are
provided to employees.
 Immigration laws must be kept in mind while hiring a new candidate so as to ensure that
candidate is eligible to work in UK and have lawful permanent resident, authorize to
work.
1.2. Responsibilities of facilities manager in terms of operational aspects of the building.
In Hilton York, facility manager look after different operations carried out within their
premises. Responsibilities of facility manager are discussed below in different contexts:
Accessibility of building:
 Ensure that building space is allocated in proper manner. For enhancing flexibility,
demountable walls are encouraged in conference and office rooms.
Maintenance and repair:
 Facility manager is responsible for planning any necessary repairs and replacements
(Fried, 2015). Ensures that best infrastructure and equipments are provided.
 Schedule maintenance in such a way that hotel premises and customers are not disrupted
and face any kind of inconvenience.
Mechanical and electrical systems:
 Manage projects, coordinate and supervise work done by different contractors in different
departments.

 Compare and calculate costs of needed services or goods so that value for money can be
maximised like equipments required for drilling, air conditioners etc.
Refurbishment and security of building:
 Security guards are appointed by Hilton York at different places within premises and
CCTV cameras are installed and monitored for providing security to customers.
 Safety and health issues of customers are kept in mind, for this access is provided to
physically disabled customers.
1.3 Responsibilities of facilities manager towards customers.
Facility manager in Hilton York is responsible for managing activities performed within
premises. It is responsibility of manager to ensure that both internal and external customers who
are associated with hotel are satisfied (Gannon, Roper and Doherty, 2015). Their responsibilities
in terms of customers are shown below:
 In Hilton York, manager ensures that best facilities and services are provided to
customers during their stay.
 To ensure that customers are satisfied, service evaluation and satisfaction levels are
taken. Feedback is taken from customers to evaluate and map their level of satisfaction.
 It is made sure that quality of food is checked before it is served so that healthy and
hygienic food can be provided.
 Security and safety of customers is foremost and that is maintain within Hilton York. For
this CCTV cameras and guards are appointed at different places within premises.
 Customer services like complaint venter, customer care department and customer care
assistant are ensured 24*7, so that in case of any kind of emergency they can get help.
 Negotiations and best deals are offered to their regular customers and special offers are
given to them during festive season. So that customers can be retained.
Importance of good service delivery:
 It serves as word of mouth advertising as when customers have excellent experience then
they talk about it with relatives or friend which can enhance guests or customers within
Hilton York.
 Customers frequently complains about lack of satisfaction, Hilton York provides
excellent customer services which makes them different from other competitors and can
offset higher prices.

1.4 Impact on facilities operations of employers and funding agencies.
Facility manager must ensure regulations and conditions of management board. Facility
operations are impacted by employers, local authorities, ownership of facilities, funding agencies
and management board (Liu, Schuckert and Law, 2015). Operations should be carried out in
accordance with legal and statutory compliances within Hilton York. Funding agencies will be
satisfied when operations within hotel are going smoothly and no money or legal proceedings are
involved to carry out operations.
Role of Facilities Manager in context of Public Sector versus Private Sector: In private
sector, facility manager is responsible for long standing concerns related with tendency to risk
avoidance. They complete their operations to achieve a specific goal with high efficiency but in
case of public sector its just their job to achieve goal. It does not matter whether it is able to
maintain high level of satisfaction or not (Zhou and et. al., 2014). In private sector, facility
manager speaks to suppliers from different sectors and explore services being offered but in
public sector manager just do their duty by their own and give employees their work depending
on specific goal.
Ownership versus Leased and Financial Management:
Ownership Leased and Financial Management
 Hotel is solely owned
by a person.
 Person can make
changes according to
requirements.
 In case of ownership
facility manager has to
pay fixed cost.
 In case of ownership
there is very less
chance of flexibility.
 Under this, hotel manager has to pay rent to other
person.
 Managers cannot make changes according to
requirements.
 In case of lease funds can be borrowed as per space
required and can even buy more space.
 In case of leased,facility manager depending upon
requirements can get more.
Financial management refers to managing finances and keeping in records the accounts
of an organisation. In this financial manager plays a vital role. Financial manager is responsible

for managing finance of hotel in both leased and ownership and is liable for handling activities
performed in different departments. Financial manager ensures that all funds are available for
performing operations.
TASK 2
Covered in PPT
TASK 3
Covered in PPT
Task 4
4.1 Appropriate criteria to evaluate the quality and effectiveness of facilities operations.
To evaluate effectiveness and quality of operations, facility manager sets certain criteria
at hotel:
Setting objectives: Programs, tasks and functions are monitored by manager so that
alterations are done in order to enhance effectiveness and quality of Hilton York. Automated
processes are made to check different devices operating within hotel.
Development of vision and mission: High authorities of Hilton York is responsible for
developing vision, mission and different standards so that direction can be given to team and
they act as guidelines for them.
Training and development program: This would enhance employees working within
hotel. It will lead to acquire essential and competitive skills among employees working and will
lead to high competition with competitors present in market (Slack and Brandon-Jones, 2018).
This will help employees to be updated and informed with required competencies and skills.
4.2 Evaluate and review procedures to analyse quality and effectiveness of facilities operations.
Review and evaluation procedures can be installed in facilities operations. They are:
O & M Proactive checklist: Purpose of operation and maintenance checklist is to find
out areas for drafting and reviewing maintenance and operation of activities performed within
hotel. This will also provide view of areas which are not addressed and are needed to be
evaluated (Schwarz, Hall and Shibli, 2015). They can be like financial monitoring, expiry of
agreement, termination or suspension, operator's obligation and many more. It will also help to
keep record of equipments, machines and tools present within Hilton York.

Review and evaluation of trainings: Trainings will be of no use unless they are
evaluated and judged. It is insistent to know what staff have learned from processes and
mechanisms which are being carried out. Feedback is taken from customers either online or
offline to identify loopholes present within their system and as per that trainings are provided to
employees.
CONCLUSION
From above report, it is clear that various procedures and practices are followed by
facility manager for effective working of operations. Facility manager is responsible for
customers, staff and opera ability. Facility manager ensures that various certificates and licenses
are maintained so that all statutory and legal audits from UK government can be faced easily.
Safety, health, environment and hygiene are maintained within premises and are maintained as
per legislative acts. Control systems are implemented by facility manager to keep record of
various operations, practices and people that are done within premises.

REFERENCES
Books and Journals
Davis, B. and et. al., 2018. Food and beverage management. Routledge.
El Haddad, R., 2015. Exploration of revenue management practices–case of an upscale budget
hotel chain. International Journal of Contemporary Hospitality Management. 27(8).
pp.1791-1813.
Fried, G., 2015. Managing Sport Facilities, 3E. Human Kinetics.
Gannon, J. M., Roper, A. and Doherty, L., 2015. Strategic human resource management: Insights
from the international hotel industry. International Journal of Hospitality
Management. 47. pp.65-75.
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.
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.
Park, J. and Kim, H. J., 2014. Environmental proactivity of hotel operations: Antecedents and the
moderating effect of ownership type. International Journal of Hospitality
Management. 37. pp.1-10.
Park, J., Jeong Kim, H. and McCleary, K. W., 2014. The impact of top management’s
environmental attitudes on hotel companies’ environmental management. Journal of
Hospitality & Tourism Research. 38(1). pp.95-115.
Robinson, P. and et. al., 2016. Operations management in the travel industry. CABI.
Schwarz, E. C., Hall, S. A. and Shibli, S., 2015. Sport facility operations management: A global
perspective. Routledge.
Slack, N. and Brandon-Jones, A., 2018. Operations and process management: principles and
practice for strategic impact. Pearson UK.
Xu, X. and Li, Y., 2016. The antecedents of customer satisfaction and dissatisfaction toward
various types of hotels: A text mining approach. International journal of hospitality
management. 55. pp.57-69.
Zhou, L. and et. al., 2014. Refreshing hotel satisfaction studies by reconfiguring customer review
data. International Journal of Hospitality Management. 38. pp.1-10.