Facilities Operations Management: A Report on Bankside Hotel, London

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FACILITIES OPERATIONS MANAGEMENT

Table of Contents
INTRODUCTION............................................................................................................................. 3
LO1.................................................................................................................................................4
1.1 ASSESSING THE RESPONSIBILITIES OF THE FACILITIES MANAGER FOR STAFFS WHO ARE
ENGAGED IN PROVIDING OPERATIONS FACILITIES........................................................................4
1.2 DISCUSS THE RESPONSIBILITIES OF THE FACILITIES MANAGER IN TERMS OF OPERATIONAL
ASPECT OF THE BUILDING..............................................................................................................6
1.3 ASSESSMENT OF THE RESPONSIBILITIES OF THE FACILITIES MANAGER TOWARDS
CUSTOMERS UTILISING THE FACILITY............................................................................................7
1.4 DISCUSS THE IMPACT ON FACILITIES OPERATIONS OF EMPLOYERS AND FUNDING AGENCIES
....................................................................................................................................................... 8
LO2.................................................................................................................................................9
2.1 ASSESSMENT OF THE UK STATUTORY REGULATION WHICH AFFECT THE FACILITIES
OPERATIONS OF THE GIVEN HOTEL...............................................................................................9
2.2 DISCUSSION ABOUT HEALTH, SAFETY AND ENVIRONMENTAL MEASURES WHICH SHOULD BE
IMPLEMENTED BY THE FACILITY MANAGEMENT IN THE GIVEN HOTEL......................................10
2.3 DISCUSSION ABOUT THE DOCUMENTATION REQUIRED TO ACCOUNT FOR COMPLIANCE
WITH STATUTORY REGULATIONS AND HEALTH, SAFETY AND ENVIRONMENTAL MEASURES.....11
LO3............................................................................................................................................... 12
3.1 DEVELOPMENT AND DEPLOYMENT OF EFFECTIVE SYSTEM FOR PROCESSING INFORMATION
AND MAINTAINING COMMUNICATIONS.....................................................................................12
3.2 IDENTIFICATION OF THE CONTROL SYSTEMS FOR EFFECTIVE FACILITIES OPERATION IN THE
GIVEN HOTEL GROUP...................................................................................................................13
3.3 DISCUSSION ABOUT THE SYSTEM WHICH IS NEEDED BY THE FACILITY MANAGER TO
SUPPORT EFFECTIVE BUILDING MANAGEMENT..........................................................................14
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4.1 ESTABLISHMENT OF APPROPRIATE CRITERIA TO EVALUATE THE QUALITY AND
EFFECTIVENESS OF THE FACILITIES OPERATIONS.........................................................................15
4.2 IMPLEMENTING THE EVALUATION AND REVIEW PROCEDURES TO ANALYSE THE QUALITY
AND EFFECTIVENESS OF FACILITIES OPERATIONS AT GIVEN HOTEL............................................16
CONCLUSION............................................................................................................................... 17
REFERENCES.................................................................................................................................18
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INTRODUCTION
Facilities operations management (FOM) is the management procedure where some strategies
are adopted which help in providing a sustainable advantage to the organization in the given
industry (Roper and Payant, 2014). The given assignment is based on the appointment of the
facility manager for a newly built hotel named Bankside Hotel in London. The given manager
would prepare a report which would provide detailed information about the hotel facilities
management. The report would also discuss the responsibilities of the facility manager, their
legal obligations, systems which are required to be implemented and also the procedure of
maintaining and assessing the quality.
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LO1
1.1 ASSESSING THE RESPONSIBILITIES OF THE FACILITIES MANAGER FOR STAFFS
WHO ARE ENGAGED IN PROVIDING OPERATIONS FACILITIES
Facilities manager plays a crucial role in event organization and also in its successful
implementation and execution. In the given case study, they are in charge of handling the given
property of the hotel in London. There are various responsibilities of a facilities manager
towards their staff and are as follows:
TRAINING AND DEVELOPMENT
The manager provides training to the staff related to the facilities, operational and technical
and that too on a regular basis. By providing and guiding them in the training and development
program, the staff would get aware about the standard operating procedure in the hotel and
would get accustomed to the functions of the hotel operations (Yengle and Kumar, 2018).
SMOOTH OPERATIONS
The facilities manager is responsible for the smooth operation for the given hotel group. It is
their responsibility to ensure that there are a proper allocation of the manpower, operational
and financial budgets at the start of the year with adequate provision of the manpower so as to
ensure that there is no shortage of the services. Besides, it is their responsibilities to resolve the
issues and grievances faced by the staff so that there would be conduction of the smooth
operation in the hotel (Jacobs, 2011).
EMPLOYEE ENGAGEMENT
The manager has the responsibility to engage the employees in decision-making activity so that
they would be able to get new ideas and would help them to work as per the budget planning.
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ROLE CLARITY AND JOB DESCRIPTION
They provide clear information about the role to be performed by the staff of the hotel and it is
the responsibility of the staff members to remain about their roles and responsibilities and
carry out them in an effective manner (Roper and Payant, 2014).
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1.2 DISCUSS THE RESPONSIBILITIES OF THE FACILITIES MANAGER IN TERMS OF
OPERATIONAL ASPECT OF THE BUILDING
In order to effectively maintain the operations of the hotel property, it is the responsibilities of
the facility manager with respect to the operational aspects of the building. These
responsibilities are:
BUILDING MANAGEMENT AND OPERATION
The facility manager takes responsibility for fulfilling the statutory and legal requirements in the
building operations. It also fulfils all the aspects related to these requirements such as signage
and notices which are done in an effective manner (Nikolskaya, et al. 2018).
STATUTORY COMPLIANCE
It is the responsibility of the facility manager to time-to-time renew the license and
certifications related to the hotel management and must make sure that there the hotel
organization is able to receive the timely renewal of these licenses.
DEVELOPMENT OF EVACUATION PROGRAMS
It is the responsibility of the facility manager to prepare its staff for any kind of emergency by
conduction of mock evacuation program and also conduct mock fire drill by ensuring a good
assessment of fire evacuation and controlling equipment (Yengle and Kumar, 2018).
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1.3 ASSESSMENT OF THE RESPONSIBILITIES OF THE FACILITIES MANAGER
TOWARDS CUSTOMERS UTILISING THE FACILITY
There is a great responsibility of the facility manager of the hotel to ensure that all the
customers arriving at the hotel are satisfied with the services provided by the hotel
management in an effective manner.
PROVISION OF BETTER DEAL AND OPTIONS
The responsibility of the manager is to ensure that the customers are getting good deal and
options so that they remain satisfied with the services provided by the hotel management. It is
also beneficial to the hotel as the provision of best deal to the customers would help them to
increase the brand image and thus enhance its profitability.
SERVICE MANAGEMENT
It is the duty of the facility management to ensure that better services are provided to the
customers and when they leave the hotel they would be happy to get better facilities which are
rendered to them (Lok, et al. 2018).
CUSTOMER SATISFACTION
The most important aspect of any hotel group is to satisfy the needs and requirements of the
customers. In order to evaluate the satisfaction level among the customers, the evaluation and
feedback mechanism should be utilized by the hotel management. Besides, the facility manager
should also ensure that good and healthy quality food has been provided to the customers so
as to get fewer complaints from them (Miettinen, et al. 2018).
SAFETY AND SECURITY ASSURANCE
There should be proper priority provided to the safety and security of the customers and should
be kept in mind of the facility manager so that in time of emergency, they would be provided
with better security procedures.
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1.4 DISCUSS THE IMPACT ON FACILITIES OPERATIONS OF EMPLOYERS AND
FUNDING AGENCIES
The hotel group has been significantly affected by the employers as well as funding agencies.
Funding agencies provide the given hotel group financial aids when they are unable to run their
large operations. Furthermore, it is the responsibility of the employer to make an agreement
with the suppliers so as to ensure that there is timely delivery of all the goods and services to
the hotel group in an appropriate manner and also to get regular supplies.
So it could be said that if the hotel is effectively funded by these agencies, its management
would be able to perform their functions and would also be able to handle the operation in an
appropriate manner. Moreover, good supplier facilities by the employers would ensure that
there is no shortage of goods and services to the hotel group and there would be no
resentment among the customers due to such shortage (Lok, et al. 2018).
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LO2
2.1 ASSESSMENT OF THE UK STATUTORY REGULATION WHICH AFFECT THE
FACILITIES OPERATIONS OF THE GIVEN HOTEL
As per the UK Statutory regulations and procedures, there is a strict procedure regarding
facilities operation of any hotel group. As per the UK law, it is the responsibility of the hotel
management to follow effectively and safety policies related to the environment. Furthermore,
all the facilities and practices which are prevailing in the hotel group have to be prepared based
on the UK law on the safety, health and environment as per the convenience of the customers.
In addition to this, the hotel should fulfil all the legal procedures in the form of licenses and
certificates so that there would not be an issue in its proper working. Besides, a proper
certification would ensure that the staff and owner could run the hotel in an appropriate
manner (Sparrow, 2018).
There should be proper planning and streamlining of the procedure of the internal as well as
external audits for the smooth functioning of the operations of the hotel. Furthermore, there
should be safety and security facilities so as to prevent customers from fire and also to maintain
personal hygiene. In addition to this, the hotel group should also provide licenses for providing
alcohol, certification for having safety and security procedures and should also possess the
certification for music and sound. In addition to this, there should be a certification of training
provided to the employees so that all the undertaking in the hotel is done effectively.
Moreover, it should treat all its employees as per the equality and employment law and should
bias against any one of them in terms of salary and perks (Zheng, et al. 2018).
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2.2 DISCUSSION ABOUT HEALTH, SAFETY AND ENVIRONMENTAL MEASURES
WHICH SHOULD BE IMPLEMENTED BY THE FACILITY MANAGEMENT IN THE
GIVEN HOTEL
The UK is very strict when comes to the health and safety of its people in any kind of industry.
So for the given hotel industry, it is the responsibility of the facility manager to abide by the
Food, Health and Safety Act, 1974 and ensure all the operations which are performed in the
given hotel does not violate this act. Besides this, there are various health and safety
environmental issues which should be adopted by the facility manager of the given hotel group
(White, 2018). These are:
 There should be the adoption of a regular pest control process. This would help in
preventing the attack of termites, cockroaches and another kind of pests which might
affect the hygiene of the hotel group and would also help in making the hotel clean and
tidy
 There should be a regular medical checkup of the staff of the hotel group so that they
should remain healthy and would be able to perform their responsibilities to their best
 There should be a regular audit of the hotel so that the management would be able to
identify any loopholes in their operation and which could be resolved in a swift manner
 A food testing should be done before serving to the customers so as to ensure that the
quality of food is at best and is maintained at effective hygiene (Humphries, et al. 2018)
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2.3 DISCUSSION ABOUT THE DOCUMENTATION REQUIRED TO ACCOUNT FOR
COMPLIANCE WITH STATUTORY REGULATIONS AND HEALTH, SAFETY AND
ENVIRONMENTAL MEASURES
At each facility of the given hotel group, there is a maintenance of the performance report and
ensures that the hotel group should ensure proper maintenance of all the documents related to
the statutory regulations and issues such as:
CERTIFICATION AND LICENSES
It would be required for the food preparation and serving the hotel facility and should be strict
as per the food and safety act, 1974.
LICENSE OF OPERATING THE HOTEL PROPERLY
There are various licenses in this section and includes building operation, fire control and other
statutory licenses.
HEALTH AND SAFETY-RELATED CERTIFICATION FOR THE CUSTOMERS
This section includes that the customers should be provided with effective facilities such as
staying location, good food and environment which should also include the provision of various
hotel operations such as security, housekeeping and a proper technical checklist of the given
machinery (Sparrow, 2018).
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