A Report on Facilities Operations and Management in the Hilton Hotel

This report provides an analysis of the facilities operations and management within the Hilton Hotel. It begins by outlining the responsibilities of the facilities manager, encompassing staff management, operational aspects like maintenance and security, and customer service. The report then delves into the systems necessary for effective facilities operations, including information processing, communication, and control systems such as budgeting, auditing, and purchasing. It also covers building management systems like CCTV, fire alarms, and engineering systems. Furthermore, the report assesses the quality and effectiveness of facilities operations by examining target setting, training programs, and evaluation procedures. The analysis emphasizes the importance of maintaining quality service and ensuring customer satisfaction through various operational and management strategies. The report uses the Hilton Hotel as a case study for its analysis.

Facilities Operations and
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Responsibilities of the facilities' manager for staff engaged in facilities operations.......1
1.2 Responsibilities the facilities' manager has for operational aspects.................................1
1.3 Responsibilities the facilities' manager has towards customers using the facility...........2
1.4 Impact on facilities operations of employers and/or funding agencies............................2
TASK 2............................................................................................................................................3
TASK 3............................................................................................................................................3
3.1 Deploy effective systems for processing information and maintaining communications:3
3.2 Control systems required for effective facilities operations:............................................3
3.3 Systems needed by a facilities' manager to support effective building management:.....4
4.1 Quality and effectiveness of facilities operation:.............................................................5
4.2 Evaluation and review procedures to analyze the quality and effectiveness of facilities
operations...............................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Facilities Operations and management all the area which provide proper facility in
organizations (Krajewski and et.al., 2015). it report discuss about the Hilton hotel facility
manager responsibilities towards staff and customers and manager responsible to take care all
staff and customers customer facility which is important in hotel.
TASK 1
1.1 Responsibilities of the facilities' manager for staff engaged in facilities operations
Facilities management- Facility management defines the integrated management for
multiple and interdisciplinary techniques and technologies, personnel, system and processes. The
goals of facility management are to promote and manage all the environments of organizations
to fulfill the objective and mission of company (Heizer 2016). The Hilton hotel manager take all
facility management in This help to understand the manager of Hilton hotel to maintain all the
work in hotel like customers care and provide proper service to the customers, etc. the scope of
facility management covers the planning, construction, workplaces and maintenance. it also
includes HR, cleaning, catering and marketing.
Responsibilities of facility manager to the staff- The responsibilities of facility
manager towards staff help to understand the Hilton hotel manager take responsibilities of staff
and appoint them to their exact position according to their ability. The manger of Hilton hotel
also outline about the working of their staff like housekeeping department, service boy, front
office, receptionist etc. all those are working under manager and manager have responsibilities to
check their work. The responsibilities of their staff to motivate them to create hard work in their
filed and increasing the growth of the hotel service.
1.2 Responsibilities the facilities' manager has for operational aspects
a) Accessibility- The role of manager of Hilton hotel help to understand the accessibility
comprised have right to maintained all the functionality in hotel, they accessibility to maintain
each and very levels of organization which define the role of organizations. In hotel many
responsibilities are under the manager and they have to handle each and every responsibilities in
accordance to the firm.
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b) Maintenance and Repair- Hilton hotel manager responsibilities to cover all area of hotel if
any area have not complete maintenance are occurred the manager have responsibilities to
correct the all maintenance and repair the area.
c) Mechanical and Electrical Systems- In this area, Hilton hotel manager have responsibilities
to covers all area which include mechanical and electrical responsibilities like manager take
responsibilities to cover those areas which is also important for the hotel staff like they ensure all
the lighting another facility are correct in organizations or not (Devold and et.al., 2017).
d) Refurbishment and Security - In this, Hilton hotel’s manager has responsibilities to
redesigned all the decoration of the hotel and also ensure the proper security of customers
1.3 Responsibilities the facilities' manager has towards customers using the facility
The responsibilities of Hilton hotel manager towards customers they ensure the customer
needs and their demands like room service they ensure all the customer’s needs, manager also
appoint one bell person in each rooms which gives service for customers 24 hours, the Hilton
hotel manager plays role for assessing customers they identify all the consumers requirements
and the what facilities they need in hotel room like manager ensure in the rooms all the
Amenities are placed on their place for example- bathroom have proper water. The manager also
ensure all the service of front office department like bookings and check in check out details.
The manager of Hilton hotel also maintains the communication system like they directly interact
with customers and gives details about the hotel facilities and services through emails, social
media or hotel website (Kato and et.al., 2015). The Hilton hotel facility manager also maintained
all the ancillary services and sales like transmission and electrical services which all taken by the
managers in hotels. Facility manager of Hilton take responsibilities sales department like the
manager provide all the details about the hotel services.
1.4 Impact on facilities operations of employers and/or funding agencies
Impact of facilities operations of employers and funding agencies are actually those
agencies are provided capital to run their business. Those agencies are helps to company to
research on project and start new business. The facility manager at Hilton hotel carried out as per
situational and legal compliance and as per the stander's operation procedures within the hotel.
The facility manager ensure all the statutory and legal requirements are meet in the hotel. The
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manager also take all responsibilities of employer’s security policies and their health care. The
funding agencies also remain no legal proceeding and money has to be given in the hotel
operations in live in the all ways.
Facility operations- The facilities' operation help to keep control in all the hotel area and also
help to maintained all service and operation that are running or taking place in hotel. The Hilton
hotel facility manager make sure all the facility manager are controlled by the staff. The funding
agencies helps to maintained financial condition of all the hotel staff (Jamoussi and Heragu,
2017). They help to provide capital to the hotel and also gives support to run business.
TASK 2
Covered in PPT
TASK 3
3.1 Deploy effective systems for processing information and maintaining communications:
The hotel operations are required daily communication with staff, customers and the
staff. Manager are used walkies-talkie, mobiles for the communication and define information
about the each and every staff working. In the organizations many systems and procedure will
help to communicate like emails, internet facilities, telephones etc. all those systems are help to
communicate each staff members to other staff members (Hashim and et.al., 2016). In Hilton
hotel facility manager are communicated each employees with telephones. Form the telephones
systems employees are informed all working of their and also define problems and issues related
to the work. Hilton manager also communicate with customer to through internet service, emails,
telephones and other technical resources, from that manager provide details to consumers about
hotel facilities and service and cost details of each rooms. The facility manager of Hilton hotel
maintained all communication facility to the staff like- manager conduct meeting for all staff
members and ask problems about the work and the issues related to their consumer service and
solved them, if any employees have personal problems do they directly communicate with
manager and ask their problems. All those communications' procedure maintained the
organizations' growth and improving power.
3.2 Control systems required for effective facilities operations:
The control system in Hilton hotel provide the effective facilities operations which
include budgeting. Auditing and accounting, purchasing and sales etc.
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Budgeting- In this operation facility manager are covers all the department budget details
which help to maintained the financial cost of the hotel and also effects on hotel financial
reputations. As per the manager views budgeting is depends on the each department control for
the cost and maintenance.
Auditing and accounting- In this the facility manager ensure all the budget and financial
are auditing and controlled. In this area the facility manager allowed staff to covers all the
financial condition to the departments. Apart from that auditing and accounting maintenance and
calculates the each things in department like manager ensure all the details about the quantity of
good and other resource which in hotel (Wallace and Webber, 2017).
Purchasing and sales- In this area the facility manager make sure the proper checklist.
Purchase and sales department gives details to the manager of all day purchasing information in
each department.
Operations & management procedures and controls- In this department facility
management maintenance methods will keep a check process on the operations of the hotel.
3.3 Systems needed by a facilities' manager to support effective building management:
In the Hilton hotel facility manager support building management system like manager
include various area that required by the facility managers-
CCTV and monitoring system- From the help for this system manager see all the activity
and it also helps to cover all visit and exit of customers. Form the help manager keep monitoring
all staff members working and also give order to correct work according to hotel functionality.
Fire alarm- This system build in hotel for safety from the fire towards customers and
hotel staff. This system develop for the fire check and also control the fire in hotel.
Engineering systems- This system in hotel to control all the equipment and machine in
hotel system and mage all the operations related to machine (Hugos, 2018).
Security system and observation- This system help to maintained the cal security of the
staff like they it placed alarm system which help to alert all staff hotel.
Plumbing system- this system to control all the water system in the hotel lie if any lick
age in hotel this system help covers area and maintained all the system.
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4.1 Quality and effectiveness of facilities operation:
In this Hilton hotel very important thing to maintained quality and effectiveness of
facilities operations at the hotel like setting the target and objective which help to maintained the
facility in hotel. In other hand facility manager set the role to covers all area of hotel to provided
quality services to customers. In Hilton hotel the facility manager have rights to make plan for
implemented the quality and effective service to the customers and also take care all staff
requirement to build positive environment in hotel, the manager have ensured all the hotel
service which is for customers like food, room, entertainment all the services are take care from
the facility manage (Tucker and Masuri, 2016). Facility manager main motive to provide their
customers to quality and best services in the hotel and those facilities are to the customer from
that consumer visit again to the hotel. Criteria that define the quality and effectiveness of facility
operation in hotel which made by plane like facility manager monitor all programs and function
which run in hotel. Manger main motive to improving those programs and function in hotel
which help to increased the growth. In facility operation manager must require the tracking
system in their hotel which have automatic process and checking all the facility in hotel. The
Hilton hotel manager have plane to set objective which help to maintained all the facility in the
hotel. Apart from that facility leader in Hilton hotel organized the training which help to develop
the skills in staff and motivate for the work it. The training development help to maintained all
staff working style and improve skills which help to work hard and provide the best service to
the customers.
4.2 Evaluation and review procedures to analyze the quality and effectiveness of facilities
operations.
In this facility manager at Hilton hotel comprised the effective facilities in hotel and,
manager monitor all the facility which serve to customers like facility manager monitor service
by the help of CCTV camera and they give instruction to the staff to working according to the
hotel functionality. The facility manager covers those areas which have special requirement like
entrance hall of the hotel, most of the customers are attracted to the hotel interior the facility
manage monitor entrance area Wil be clean and they interior will be also attractive so customer
can visit again to the hotel. Manager also ensure all the facility are attracted to consume and they
visit again t the hotel. The Hilton hotel manager have make plane to set objective which is totally
depended to make profit and increased sale of the hotel (Nielsen and et.al., 2014). The manager
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also ensure each procedure does not repeat in hotel. The facility manager main aim to provide
each consumer and staff to the quality service which is maintained by the manager. The facility
manager in Hilton hotel analyse all the department facility. The facility manage of Hilton hotel
keep track on those areas which effects the hotel reputations and also effects the quality service
like food departments and decoration department. The manager test all the food and check each
have good quality and fresh, and they also check all decoration are attracted to the customers.
CONCLUSION
In this above report this is concluded hospitality management is hotel departmental plays
crucial role they service their service to the customer like accommodation, transportations, food
service for the customers (Motamedi and et.al., 2014). In this report also concluded the
responsibilities of facility manager in Hilton hotel and the manager serve their service to the
employees and customers.
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dispatching tickets, receiving field information, and performing a quality assessment for
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Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
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