Facilities Operation Management: A Case Study of XYZ Hotel, London

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FACILITIES OPERATION MANAGEMENT
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Table of Contents
Introduction......................................................................................................................................4
LO1..................................................................................................................................................4
P 1.1 The responsibilities as a facilities manager toward staff....................................................4
P 1.2 The responsibilities as a facilities manager have for operational aspects of the building..4
P1.3 The responsibilities as a facilities manager towards customers using the facility..............5
P1.4 The impact on facilities operations of employers (owners)and/or funding agencies..........6
M 1 The impact on facilities operations of employers/investors or funding agencies has been
applied..........................................................................................................................................6
LO2..................................................................................................................................................6
P 2.1 The UK statutory regulations that affect facilities operations............................................6
P2.2 The health, safety and environmental measures that must be implemented in facilities
operations in the UK....................................................................................................................7
P 2.3 The documentation required to account for compliance with statutory regulations and
health, safety and environmental issues in the UK......................................................................8
M2 A range of techniques and methods are used to the health, safety and environmental
measures needed to implement in facilities operation.................................................................8
LO3..................................................................................................................................................9
P3.1 The effective systems for processing information and maintain communications at XYZ
hotel.............................................................................................................................................9
P3.2 The control systems required for effective facilities operations for this hotel..................10
P3.3 The systems needed by the facilities manager to support effective building management
...................................................................................................................................................10
M 3 The suitability of an effective system to manage the physical facility..............................11
LO4................................................................................................................................................12
P4.1 The quality and effectiveness of facilities operations at the hotel.....................................12
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P4.2 The procedures to analyse the quality and effectiveness of facilities operations at XYZ
hotel by the manager..................................................................................................................13
Conclusion.....................................................................................................................................13
References......................................................................................................................................15
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Introduction
The hospitality industry is usually dependent on facilities operation management process because
it is a service based industry. For providing the facility, specific management procedure has to
follow by an organisation, which include the organisational functions of processes acids and
people management by using proper design. Daily operations of an organizational facility and
also the execution of future improvement needs are counted as part of the facility operation
management. The role of the facilities manager refers to the main job functions of the general
manager or operation manager. In this study, a newly built hotel, XYZ hotel, based on London
needs to understand the specific areas for hospitality facilities Management.
LO1
P 1.1 the responsibilities as a facilities manager toward staff
Facilities managers should build a workplace which is attractive and also a place which is
designed for the employees to collaborate and concentrate.
To achieve this, the facility managers should introduce activity-based working, where the
employees can choose from a number of different workspaces, which are dedicated to specific
tasks (Cetin, Demirciftci and Bilgihan, 2016).
The facility managers decide how to design the workplace; they do such with the aim to increase
employee engagement. The facilities manager is an emissary between executives and the
employees for their workplace requirements. Facilities managers have a strategy for a productive
work environment. They must know about capturing the attention of executives of the company
also persuade the top level managers to invest the needful to their strategy.
P 1.2 the responsibilities as a facilities manager have for operational aspects of the building
● Making sure, the facility is running properly. Facility manager completes his daily
inspections and communicates with top-level management to make sure of the
organization is operating as it should be. To do this facility managers are highly visible
and they do the inspection effectively on a daily basis.
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● Dealing with any emergency problems. Facility managers are involved in everything that
endangers the usability, safety or security of their organization. They have contingency
plans of what should be done in such moment of crisis, for example, any machinery
breaks down suddenly (Chan, Okumus and Chan, 2018).
● Planning for the future. Facility manager makes it sure that the facility needs to be
operating smoothly. They need to focus on the upcoming requirements about the
organization, and they are needed to work for hand on hand with the top level
management to point out the best possible upgrade plans for the equipment and
infrastructure.
● Designing plans for repairs and replacements. Maintenances and management need to
work side by side. Facilities manager’s plans for any required repairs and replacement,
scheduling management tasks and maintenance and make sure that these don't disrupt the
rest of the organization works.
● Managing and developing vendor contracts. The Facilities managers work side by side
with contractors and vendors to make sure that his organization are utilizing their
resources totally. They negotiate with these contracts and also they make sure that these
contracts are successfully done (Corsiglia and Hunter, 2018).
P1.3 the responsibilities as a facilities manager towards customers using the facility
The responsibilities of facilities managers towards the customers using the facility are, for
example, customer empathy, customer retention, customer satisfaction and good customer
service. These responsibilities are used through the employees working at the front end. They
make sure good consumer experience about using the facility. Facilities manager monitors and
operates with raw products and raw materials across the supply chain. Such as they ensure that
the raw material they buy is of high quality then it is taken care of the specification and
production according to consumers tastes. XYZ Hotel correctly forecasts consumer demand to
overcome the shortage of materials and products (Espino-Rodríguez and Gil-Padilla, 2015).
When making forecasts, some important thing has to be kept in the mind for example workforce,
facility capacity, facility layout and etc. They take proper checking of the supply chain for
providing good customer service. Facilities manager talks to the consumers to have their
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complaints and suggestion of what more can the company do for the betterment of the service to
them.
P1.4 The impact on facilities operations of employers (owners)and/or funding agencies
Funding agencies are those that cater funds to the organization to run its facilities and operation.
They help the organization in research and development.
For example, the XYZ hotels of UK have the number of suppliers like beverage companies etc.
These suppliers perform a crucial role in their facilities operations of the employers. Such as the
consumers usually asks for soft drink mostly carbonated water with the foods of XYZ Company.
For this, there is a partnership of XYZ Hotels with big beverage companies. This supplier or
funding agency caters better quality drinks for XYZ Hotel's consumers and helps to enhance and
increase the consumer experience of using the facility (Heyes, Beard and Gehrels, 2015).
M 1 the impact on facilities operations of employers/investors or funding agencies has been
applied
Funding agencies and the employers affect the facility operation of the XYZ Hotel to some great
extent. Funding agencies are there to provide financial support to the organization and its
operations or project. If in any case the organization is in a situation of crisis and lacking the
funds to carry out the daily operation, then the funding agencies come to support it financially.
The XYZ Hotel has various suppliers and contractor for the supplies in their facility. The
suppliers are in an agreement with the employers for providing regular supplies. For example,
the demand of the beverage company is high in the market and XYZ Hotel has an agreement
with the company to provide them with their soft drink at a much lower price on a regular basis
(Kato et al. 2015). This type of agreement makes it sure that the regular supply of the product is
made on time and the quality is maintained to the best. This enriches the facility operation of an
organization.
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LO2
P 2.1 the UK statutory regulations that affect facilities operations
Regulatory organization of the UK makes crucial regulations to make sure about the safety issues
are related to the public. These safety regulations of the authority affect the operation of hotels
around the United Kingdom to a large extent. And XYZ hotel thus also get affected by these
regulations in their food practices and many other processes. In the United Kingdom, every
organization has to obey the rule and regulations made by the UK regulatory authority. If any
organization fails to go as they are directed by the regulatory authority then they have the risk of
getting penalized by the provision law of the United Kingdom. Facility managers of the XYZ
hotel thus are very much concerned about the standing rules and regulations (Lai and Choi,
2015). The facility managers of this hotel have to make sure about the quality of the food
practice in their hotel and also the services provided to the guests. Also, the facility managers
have to make sure about the facility provided to the employees of XYZ hotels. The management
of the XYZ hotel takes care of their employee’s holidays and vacations every weekend also takes
care of their anniversary programs. This increases the morality of the employees and encourages
them to work efficiently.
P2.2 the health, safety and environmental measures that must be implemented in facilities
operations in the UK
When a company expands its day to day work the operational cost is increased to a great extent.
The facility managers are responsible for the safety, environmental issues and health of an
organization when it expands its operation (McArthur, 2015). They have to implement safety,
health and environmental measures in the under said ways,
Facility managers of the XYZ hotel have to do a routine quality check on their employee's
activity to maintain a proper healthy and safe environment. If the quality is not satisfactory
according to the company's standard then there must be the provision of training them to improve
their quality.
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XYZ hotel has to provide proper training to its employees about different new challenging jobs
they might encounter in the facility. This makes sure they are also taking responsibility for
providing the customers with a healthy and safe environment.
This hotel also needs to take care of its Information technology department to provide safety and
healthy environment to its customers. Any practice of this type of technology can be a grave
threat to the company. So, facility managers are needed to be concerned about this also.
The XYZ hotel has to maintain its instruments efficiently to make sure a safe and healthy
environment in its hotel. If the hotel is not able to maintain its operational instruments properly,
then it can't be able to provide a safe and healthy environment to its customers (Milder et al.
2016).
P 2.3 the documentation required to account for compliance with statutory regulations and
health, safety and environmental issues in the UK
The facility managers have to maintain a proper record of the safety and the health measures in
the XYZ hotel. They have to maintain all the rules and regulation set by the United Kingdom
regulation authority. They keep all the information about their employees. For example, the
family size of their employees, their ethnicity, and the age of them and material status of them
are significant. All these employee details are maintained efficiently by the facility management
in XYZ hotels. This document, in turn, helps the facility management in taking the decision
about the proper engagement of their employees in the right place. This also ensures safety and a
healthy atmosphere inside the hotel environment. The regulations which are made by the United
Kingdom regulatory authority is inspired by the culture and diversity of the UK (Nielsen,
Sarasoja and Galamba, 2016). Every facility managers need to document all this regulation and
rules properly to conduct a safe and healthy business of their organization. Failing to do so will
invite legal proceedings against the company or in this case XYZ Hotels. This hotel has to
maintain proper records of the accounts in compliance with the regulations concerned about
safety, health and environmental issues in typical originations like XYZ Hotels. Proper auditing
of the employee quality also needed to be taken care of. The facility management educates the
operational management about the safety, health and environmental issues inside the company.
The operations manager has to keep all these records by the facility management to run the
organization and its processes smoothly.
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M2 a range of techniques and methods are used to the health, safety and environmental
measures needed to implement in facilities operation
The commitment of the facility management to EHS or environment, health and safety
performance is known as the elements crucial to the EHS program's success (Obonyo, Okeyo
and Kambona, 2016). Also, about the development of a strong sense of safety in a company can
be counted. So the facility management documents and establishes management promises with
the formal statement of their purpose. The under said clarifies this objective,
● Methods of using energy efficiently, reducing waste and prevention of accidents.
● Comply with Regulations, Laws and organizational requirements which is applicable to
the operations.
● Improve performance of the EHS continually.
● Conduct periodic assessments for verifying and validations of the EHS performance.
LO3
P3.1 the effective systems for processing information and maintain communications at
XYZ hotel
There are different operation levels and departments within a hotel. The hotel also has different
operational areas like room service, kitchen, restaurant, front house operation and back house
operation. However, the continuous communication system is highly required for specific
communication needs. For instance, the front house department has specific information related
to the customer demands which need proper communication with the back house for better
accommodation services and also to the kitchen for their personal food specification. The
different processing information and maintain the communication systems within the hotel are:
Two-way radio walkie talkie- this type of communication system is used by Hotel professional
for communicating. This type of communication is totally based on network connection
reliability but does not have good coverage but reliable in hotel services (Pärn, Edwards and
Sing, 2017).
Complete hotel communication solutions- The complete hotel communication solution refers
to a modular communication server which is able to handle high call volumes. Desk phones,
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DECT handsets, IP desktop softphone and network infrastructure are part of this communication
system can use under the hotel.
Walkie talkie app mobile device based walkie-talkie- the walkie talkie app is being used by
Hotel employees within their smartphone devices. This is known as an internal communications
tool which has to carry by the employees in the time of working.
DECT Phones- The digital and hence cordless phone Technology shortly known as DECT
phones. This facility includes the use of landline phone within the diameter of 300 metres and it
can be used while roaming around (Tinnilä et al. 2017).
Hotel service optimisation system- Hotel service optimisation system is a complete package of
communication which is offered by an app. This tool is used by the hotel stuff for employees for
their housekeeping services and making communication more effective and streamlined. This is
preferred by well-known hotels because it into the guest's experience and connect the guest with
the hotel. In addition to that, this is a mobile device based system, which can be used with
smartphone or tablets and easily integrated with mobile applications for or easier performance.
P3.2 The control systems required for effective facilities operations for this hotel
There are the different type of control systems which can be installed for effective facilities
operation, those are:
Purchasing and sales- The hotel has specific purchasing list for facilitating its different
operations. Besides that, a proper sales audit and checklist maintenance are required for different
practices and processes within the hotel (Cetin, Demirciftci and Bilgihan, 2016).
Auditing and accounting- for the proper maintenance of organizational finance the accounting
and auditing management and control is highly required. The management and employees of the
hotel need to carry out this process for facilitating the organizational procedures.
Operation and Management processes and controlling system- Besides that, the hotel operations
include different departments which need a proper controlling process by the management of the
organisation. Effective tools need to include for this process like proper safety and security
system, monitoring system, etc.
Budgeting the plans- For controlling the facilities operating within the organisation proper
planning is required for the budget. There is a different type of expensive and financial aspects,
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which are part of the organizational facilities. Therefore, the budgeting the organisation need a
proper control system (Chan, Okumus and Chan, 2018).
Equipment management and controlling- Tools and equipment management and controlling is
highly required for Organisational operations. Proper communication equipment, organizational
system equipment is part of this controlling process.
P3.3 The systems needed by the facilities manager to support effective building
management
For the effective building management, building management system is highly required for the
facilities manager as a computer system. This system will provide a safe working environment
which is comfortable enough for working on the necessary facilities. The various building
system of the organisation is included in this process. Those are electrical installations, water
pipes, fire exit, sewage system, heating, AC, elevators, etc. Introducing the systems will help the
manager in controlling a pleasant and safe environment for both the staff and guests. There is
various Computer-based building management system which can be used by this organisation,
such as BACnet, Soap, XML, etc (Corsiglia and Hunter, 2018). It will help the manager for
building up a proper communication system which is automated and good control system. This
system will help for the process like access control, heating, air conditioning control, ventilating,
lighting control, fire detection system, etc.
The introduction of the system will allow the manager for planning the refurbishment and
maintenance of the building. The maintenance could be three types for planned maintenance,
preventive maintenance and emergency maintenance. Monitoring the identified equipment all
facility in them will be easier with the system for its durability. There is also some effectiveness
of using the building management system for the manager, those are maintaining time and
money saving, increasing production, increasing effectiveness and efficiency, energy or
electricity saving and finally water saving.
M 3 the suitability of an effective system to manage the physical facility
The physical facility can be managed by using a suitable effective system. All the recent building
management system equipment is focusing on developing ‘green' basis. It can be said that the
maintenance of green basis is known for its more energy efficient properties. The physical
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facilities of a hotel need proper maintenance for providing service to the guests of the hotel. It
has to understand that the different building management systems which are suitable for this
hotel are:
Electric power control- The electric power control is totally dependent on the presence of
human for the use of power for some specific area.
Illumination control- The use of illumination or lighting control system is very useful for
minimising the energy consumption in the hotel (Espino-Rodríguez and Gil-Padilla, 2015).
Fire alarm system- The fire alarm system is known as one of the safety procedure for providing
safe and secure practice within the hotel.
Security and observation- The security and observation process is also part of the safety and
security agenda of the hotel guest and Hotel properties.
Heating, ventilation and air conditioning- The management of ventilation, heating and air
conditioning consume electricity or energy of the hotel which required a proper system for
maintaining sustainability.
Lifts- The facilities of lifts are known as vital for the management of the hotel and continuous
effective working is required.
Trace heating- The electric heat tracing process is useful for temperature control. The
temperature of vessels and pipes can be controlled with this procedure.
Security automation- The security automation process includes the safety of the guest and their
properties within the hotel.
Alarm monitor- The alarm monitoring process is also part of building a physical facility for the
hotel which is useful and also suitable.
Closed circuit television- This facility is included for the safety and security of the hotel. The
continuous video recording facility within the hotel is very obvious for developing suitable
building management (Heyes, Beard and Gehrels, 2015).
LO4
P4.1 The quality and effectiveness of facilities operations at the hotel
The quality and effectiveness of facilities operation are highly required for an organisation for
improving productivity and profitability. The organisation has to develop proper objectives,
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