Facilities Operations and Management Report: Elmwood Hotel Analysis

This report provides a comprehensive analysis of facilities operations and management, using the Elmwood Hotel as a case study. It delves into the roles and responsibilities of a facilities manager, including staff management, operational aspects, and customer satisfaction. The report explores the impact of funding agencies and employers on facilities operations and examines relevant statutory regulations. It also covers control mechanisms, communication structures, information processing systems, and systems for supporting effective building management. Furthermore, the report outlines criteria and evaluation procedures for assessing the quality and effectiveness of facilities operations, offering valuable insights into improving overall performance. The report is a student submission to Desklib, a platform that provides AI-based study tools and resources for students.

FACILITIES OPERATIONS
AND MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................1
TASK 1 ...........................................................................................................................................1
AC 1.1 Responsibilities of facilities manager for staff members ..............................................1
AC 1.2 Responsibilities of facilities manager for operational aspect ........................................2
AC 1.3 Responsibilities of facilities manager towards customers ............................................2
AC 1.4 Impact of funding agencies and employers on facilities operations ..............................3
TASK 2 ...........................................................................................................................................3
AC 2.1 Statutory regulations affecting facilities operations ......................................................3

INTRODUCTION
Facilities operations and management refers to a strategy to ensure smooth, barrier-free
execution of functional activities. It encompasses various disciplines of an existing environment
for achieving the functionality. In order to conduct the functional operations successfully, it is
very essential for organisations to implement this strategy with sincerity. The report will
analyse the basic principles of facility management by considering a case study of Elmwood
Hotel. This hospitality industry is considered as an underperforming organisation. This report
will describe the roles and responsibilities of facilities manager for employees involved in
executing the functional operations(Atkin and Brooks, 2014).
It emphasizes on responsibilities of Facility Manager for operational aspect of an
organisation and for providing customer satisfaction. The report will also focus on statutory
regulations along with health and safety measures. This report will also describe control
mechanism and communication structure for ensuring quality and effectiveness of the
organisational operations.
TASK 1
AC 1.1 Responsibilities of facilities manager for staff members
Facility management is defined as an approach to establish an effective coordination and
cooperation within facilities so that operational activities are accomplished smoothly.
Management ensures that Elmwood hotel function efficiently to give desired output in terms of
profit and customer relations. Its core competencies covers the scope such as establishment of
effective communication in organisation, sustainability, quality maintenance and human resource
management by leadership strategy. Facilities manager has key responsibility to integrate
available resources, assets, technology and skills of human resources for carrying out operational
activities in optimized form(Goulden and Spence, 2015). Implementation of this management
strategy will act as driving force to improve the underperforming stage of Elmwood hotel.
Facilities management ensure that within organisation All factors which affects the performance
are analysed and improved.
It is the responsibility of facility manager to motivate and provide appropriate training to
staff members as per government regulations and business strategies because only proper
guidance can teach staff members to provide the best services to the customers. The behaviour of
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staff members is a major factor which affects customers. When staff members will be properly
trained and guided about management of facilities they will serve better.
To attain the confidence of team members, facility manager must also ensure that all
team members of Elmwood hotel are under safe conditions and their safety is important. This
approach will bring seriousness among employees as they will emotionally attach with Elmwood
hotel. The facility manager of Elmwood hotel must be strict enough also in case if functions are
not executing properly. Otherwise, staff members may execute their functions with irresponsible
attitude(Giousmpasoglou and Hoang, 2017). Facility manager also deals with issues related to
wages and holiday’s policies, appraisal strategies, regulations of working conditions and
appropriate training and development of team members.
AC 1.2 Responsibilities of facilities manager in maintenance and refurbishment of organisational
infrastructure
Elmwood Hotel have low customer retention and occupancy rate. To sort out these
issues, the facility manager must hold these responsibilities:
 Manager must ensure that all operations are accomplishing efficiently and on time. The
time delay in fulfilling customer's requirements, customers securities, advance facilities
are major causes for their low occupancy rate at Elmwood hotel.
 Manager must monitor that resources are utilized in wise manner. This approach will
help in cost reduction and thus improve the profit performance of Elmwood Hotel.
 In order to avoid any legal troubles, facility manager must guide all members to follow
all government regulations strictly. If Elmwood hotel founds guilty in legal issues, then it
may adversely affect the brand value of the organisation. Any degradation in brand
performance greatly restricts customers to connect with the organisation(Bretherton,
2017).
 Facility manager must implement the strategies, which can enhance growth. For instance
attractive interior changes, advancement in advertising and marketing policies, can
attract more customers.
 It is also the responsibility of facility manger to ensure that there must be proper
coordination among team members.
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AC 1.3 Responsibilities of facilities manager towards customers
To enhance the customer support and performance of Elmwood hotel, customer support
act as building block. The facility manager has the following responsibilities towards customers: Customers need and care : Facility manager must ensure that customer's safety and
requirements are the top most priority. They must be accomplished with the highest level
of efficiency and accuracy. Facility manager must ensure that customers should not face
any inconvenience related to basic amenities such as security, washrooms, guiding desk
which guide customers regarding their issues, special facilities for the disables customers,
car parking, food and room servicing related issues. Ancillary services and information : For increasing the occupancy rate of Elmwood
hotel, facility manager must use better advertising strategies. An easy and effective
database system must be implemented by Elmwood Hotel. Easy and secure data
management will make it easy for customers to interact with hotel regarding their queries.
A quick and satisfactory response to suggestions, feedback and queries of customers will
increase the customer support(Singh, Mathew and et.al. 2018).
 Maintaining communication: Facility manager must regularly interact with their
customers for taking feedback. Such approach will leave a positive impression on
customers mind that Elmwood hotel values their customers And they are receiving the
best services.
AC 1.4 Impact of funding agencies and employers on facilities operations
The employers and funding agencies plays a great role in formulating the management
strategies for executing facilities operations. If Elmwood Hotel is privately owned then it is very
easy for the facility manager to accomplish decision making related to operational activities. This
is because with private ownership, it is easy to take decisions related to funding issues.
When Elmwood Hotel receives funds from partnership, then it becomes very important
for the facility manager to discuss each aspect with each participating member in funding.
Then there are possibilities of disagreement on certain issues and hence delay can be
noticed in decision-making. With agreement of management board, it is not possible for facility
management to implement any decision and thus it may sometimes lead to customer
dissatisfaction due to ineffective facility management(binti Jaini and Sulaiman, 2017). Facilities
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execution requires funding and guidance from management board and trusties to execute as per
the policies and requirements of organisation. However public ownership reflects great
monitoring of efficiency of facility management team which leads to better performance.
TASK 2
Covered in Power point presentation
TASK 3
AC 3.1 Systems for information processing and communication
For establishing an effective communication system within organisation as well as
outside the organisation Elmwood hotel needs to develop a secure data base system. It must have
different segments of employees, customers, administration and evaluation of operations. This
segmentation of data processing system will give quick access to data. Elmwood hotel will also
require a monitoring system for analysis of various elements. A monitoring system is required
for monitoring social media and website. It is mandatory that only legal facts are present online
which do not mislead customers(Hofer and Gerber, 2015).
The organisation must also use effective communication systems for easy coordination.
An effective communication channel is required for managing facilities, for this Elmwood hotel
can use mailing system, wireless technologies. There must be communication facilities in rooms
also so that customers can also interact with facility managers any time when they require help.
The online payment system should be error free and quick in response to avoid payment related
troubles to customers. Elmwood hotel must employ electronic data processing system which has
user interface so that user does not face difficulties. Facility managers must also ensure that lifts,
CCTV, danger alarms, are in working conditions.
AC 3.2 Control systems for facility management
An effective control system is necessary for executing facilities management. In the
absence of control system it will be impossible for the Elmwood hotel to increase its
performance and customer retention. In the first stage facility management requires monitoring
control system. It analyses that all functions are executing in desired manner only. For instance if
cleaning is not proper, or AC of room is not working then such instances need timely inspection
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and attention. Another control system is inventory(Aliyu, Ahmad and Alhaji, 2015). Elmwood
hotel spends a great amount in assets like room fresheners, soaps, bedsheets and other
commodities.
It is important for facility manager to have a clear record that where these commodities
are being utilizing. Along with these control infrastructures network monitoring system is also
mandatory. Facility manager must ensure regular monitoring of its database system. It is
necessary to avoid any legal troubles related to data and customer privacy as well as cyber
threats. Facility manager should also monitor the team members involved in facility
management. Ignorance to them can bring irresponsibility in their behaviour which can even
worsen the condition in terms of customer satisfaction and profits growth of the Elmwood hotel.
AC 3.3 Systems required for supporting effective building management
Facilities management at Elmwood hotel requires finely managed building system.
Building infrastructure is the first component which is in front of customer thus it must be
maintained and design in a way that it encourages customers for brand loyalty.
 Power control system must ensure that power is supplied without power surges or spikes
otherwise the equipments may get damaged. In case of power failures or other faults
facility manager must be informed on time so that timely action can be taken.
 It is the responsibility of facility manager to control the temperature, humidity related
factors so that the interior of building remains pleasant(Aliyu, Ahmad and Alhaji, 2015).
 Effective building management also necessitate the need of physical security of the
Elmwood hotel. Facility management must ensure that unauthorised individuals does not
enter in hotel. As this might cause threat to the security of customers as well as building.
For ensuring this CCTV must be in working conditions and tight security must be there.
 Fire alarms, disaster indicative alarms, announcement systems must be regularly
maintained so that they can be used when there is great requirement of these safety
alarms.
AC 4.1 Criteria for evaluating quality and effectiveness of facilities operations
Facilities manager must analyse the effectiveness and quality of the facilities operations
so that appropriate measurements can be implemented to improve the overall performance. For
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evaluation of quality first of all some standard criteria are set so that team members can execute
operations to match the standard criteria. Facility manager must check that the floor cleaning and
hygienic precautions in food preparation are followed in Elmwood hotel. The facility manager
must compare the building infrastructure maintenance, security policies with their strong
competitors.
Elmwood hotel must also evaluate the various environmental aspects such as gas and
electricity consumption, power emission, waste disposal and management and paper recycling. If
facility manager finds any of these parameters lagging behind the specified criteria, then
facilities operations require additional effort for improvement and it can be concluded that
quality is not meeting. Another parameter is sales evaluation(Goulden and Spence, 2015).
Elmwood hotel must analyse its sales records so that they can judge if facilities management is
giving satisfactory results or they need more improvement.
AC 4.2 Evaluation procedures for reviewing quality and effectiveness of facilities operations
There are several procedures which can be used by Facilities manager to review the
quality and performance of facilities operations. The Facilities manager can assign daily task to
team members which they need to accomplish in a fix duration. For instance the manager can
perform a sudden auditing during any hour to check the quality. In case it is not found under
standards then strict action should be taken against the defaulters. Such strict methodology will
help Elmwood hotel to perform more efficiently. Facilities manager must evaluate each team
member's performance on daily basis.
This daily monitoring will force the employees to execute facilities operations in
optimized manner. The performance should be periodically compare with the competitors of
Elmwood hotel. This comparison will give facilities manager that which factors are lagging and
how they can stand near their competitive hospitality industries(Bretherton, 2017). The customer
feedback and suggestions play the most effective way to evaluate the performance. When
Facilities management works on feedback given by the customers then they can actually solve
the issue because with customers perspective they can make betterment strategies according to
the requirement of customers.
The equipments should be checked regularly that they are in working conditions. It is
also an effective measure to held brief training seminars to give updates to employees regarding
performance so that they can also analyse themselves and make necessary changes.
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CONCLUSION
From the report it can be concluded that facility operation management is an important
aspect in defining the successful performance of an organisation. This report concludes that
Facilities manager has crucial role and responsibilities towards staff members, building structure
management, operational aspects as well as for customers. The report has also concluded that the
facilities operations are significantly affected by the funding agencies and the nature of
ownership. From the report it is also concluded that statutory regulations are mandatory for an
organisation. Elmwood hotel whose case is analysed in the report has effectively planned to
implement health-safety and environment measures which follows these regulations.
From the report it can be concluded that Facilities management must use advanced
information processing systems and communication tools to execute the operations in the most
efficient manner. It has also focused on the control systems which can be used by the Facilities
manager to improve performance. It can also be concluded from the report that it is essential for
the organisation to use suitable quality and effectiveness analysis tools to measure the successful
execution of facilities management.
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REFERENCES
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FACILITY MANAGEMENT AND FACILITY MANAGER IN SOLVING POOR
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Bretherton, L., 2017. Hospitality as holiness: Christian witness amid moral diversity. Routledge.
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