Facilities Operations Management Report for Bluedaws Hotel, London, UK

This report provides a comprehensive overview of facilities operations management, focusing on the case of Bluedaws Private Hotel in London, UK. It details the responsibilities of a facilities manager concerning staff, operational aspects of the building, and customer service, highlighting the importance of clear job descriptions, training, and smooth operations. The report further explores the significance of building infrastructure, including accessibility, maintenance, and security. It also examines the facilities manager's role in assessing customer needs, providing customer care, and managing communication systems. Additionally, the report addresses the impact of employers, funding agencies, and statutory regulations on facilities operations. It then discusses the development of effective information processing systems, building management control systems, and the evaluation of facilities operations' quality and effectiveness, including the implementation of evaluation and review procedures to ensure optimal performance and customer satisfaction.

Facilities For Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Responsibilities of facilities manager for staff engaged in operations.................................1
1.2 Responsibilities of facilities manager in respect to operational aspects of building.............2
1.3 Responsibilities of facilities manager towards customers....................................................3
1.4 Impact on facilities operations of employers and funding agencies.....................................4
TASK 2............................................................................................................................................5
COVERED IN PPT.....................................................................................................................5
TASK 3............................................................................................................................................5
3.1 Develop effective system for processing information and maintain communication...........5
3.2 Identify control system needed to support effective building management.........................5
4.1 Evaluate quality and effectiveness of facilities operations...................................................6
4.2 Implement evaluation and review procedures.......................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Facilities for operation management comprises business activities that are planning,
organising and execution of resources to deliver products and services to public. Hospitality
industry which includes hotel, travel agencies, restaurant and so on to provide services to tourists
(Battistelli, Baringo and Conejo, 2012). Present report is based on Bluedaws Private Hotel
which is situated in London, UK. This assessment defines responsibilities of facilities manager in
respect to staff, operational aspect of building and customers. Besides this, employers and
funding agencies are also identified by top personnel to have adequate capital. Statutory
regulations, health, safety and environmental measures are acknowledged by administration to
frame documentation. Under this report development of efficient system for processing
information and maintaining communications will be fulfilled. Finally, there will be a discussion
on the control systems which are required to support building management.
TASK 1
1.1 Responsibilities of facilities manager for staff engaged in operations
Facilities management refer to activities which are conducted by superior to construct and
maintain building and equipments in organisation to provide appropriate products and services to
people. It is necessary that manager integrate people, process, place and technology for
execution of business operations effectively.
Scope: Facilities management (FM) includes two area which are 'Space and
infrastructure' which include designing, planning, construction, etc., while another is 'people and
organisation' which comprises catering, hospitality, marketing, etc. These areas are also known
as hard FM and soft FM. Facilities managers mainly coordinates the workplace with the people
and work of the organisation (Drake and Spinler, 2013).
Facilities manager is person whose duty is to design system and provide appropriate
services and facilities to clients. It is essential that in organisation operations are conducted
effectively for accomplishment of goals and objectives within defined time. Along this,
management even require to implement appropriate technologies and tools such as computer,
machines, mobile applications, software and online websites to utilise resources efficiently and
deliver products and services to people to satisfy customers. Hence, these are responsibilities of
facilities manager which are described below:
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Clarity of role and job description: This is one of duty which define that management
require to have complete information about different roles and tasks, which employees require to
conduct to provide services and products to customers in Bluedaws hotel. Besides this, they even
need to provide data to members about work to make them perform activities effectively.
Training and development: It is another responsibility of facilities manager which to
conduct sessions, seminars, conference and other activities to enhance skills and capabilities of
members. This help Bluedaws hotel to have skilled and competent people which provide quality
facilities and services to customers (Montes and et. al., 2013).
(Source: Training and Development, 2018 )
Smooth operations and management: Facilities manager design system and provide
duties to staff for execution of business activities effectively. It is essential that in Bluedaws
Hotel, subordinates have good communication skills and abilities to provide quality services to
clients.
1.2 Responsibilities of facilities manager in respect to operational aspects of building
Hotel and its location are essential and important tactics which determine attractiveness
and market for organisation. It is facilities manager responsibility to design infrastructure to
provide appropriate environment to employees and clients. Bluedaws hotel require to have
adequate infrastructure to attract customers by position firm superior than competitors. Thus,
these are different facilities manager duties in respect to operational aspects of building which
are stated below (Baines and Lightfoot, 2013):
Accessibility: This is important tactic which manager and other members require to give
attention to position hotel in place which is easily approachable to people. Bluedaws Hotel is not
established in proper location which impact on sales volume and customer reach. For this,
facilities manager require to enhance the operations and provide transportation services to clients
to increase the accessibility. For this, hotel require to be near to airport which help management
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Illustration 1: Training and Development

to attract customers easily. People require to get food, room facility and travel, for which they
prefer to choose hotel which provide them these services at nearer location.
Maintenance and repair: It is another responsibility of facilities manager which is to
regularly or periodically check infrastructure of hotel. Kitchen, rooms and other facilities should
by maintained and repairing of areas and equipments in which will help Bluedaws Hotel to
provide quality services to customers (Hoyos, Morales and Akhavan-Tabatabaei, 2015).
Mechanical and electrical systems: Facilities manager also require to update and check
electronic machines to avoid failures. It is necessary that Bluedaws Hotel essential services such
as television, air conditioner, geyser to people.
Refurbishment and security: This is important aspect which define that facilities
manager should provide safe and healthy environment to clients. Bluedaws Hotel require to
provide security and surveillance facilities in building. For this, firm require improvements in
system to provide quality facilities to people to attract them and influence their purchase
decision.
1.3 Responsibilities of facilities manager towards customers
Facilities manager require to have complete information about requirement and demands
of people to design system and conduct business activities accordingly. Bluedaws Hotel which
has outlet in UK require to provide appropriate services and facilities to people. It is necessary
that hotel has well structured infrastructure with restaurant, rooms and other things in according
to needs and choices of clients so that it is able to uplift its performance. Therefore, these are
responsibilities of facilities manager towards customers which are described below (Longo,
2012):
Identifying and assessing customer's expectations and needs: Market research is
appropriate techniques which are used by administration to acknowledge requirements of people
and competitors' offerings. It is essential that management of Bluedaws Hotel design system and
provide facilities and services to customers in according to their demand and wants. This help
firm to easily attract clients and enhance reputation and image in market. Along this, quality of
services and facilities are also asses by Hotel with help feedback tool which is taken from
customers that visit and avail services.
Provide customer care: This is another responsibility of facilities manager which is to
have provide appropriate facilities in hotel that is bed, air conditioner and other facilities in
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according to requirements of people. It is necessary that Bluedaws Hotel provide quality
services to guest.
Information and advice monitoring sales and booking: Facilities manager require to use
promotional techniques and advertise data about firm to aware people about product and services
to attract customers. For this, Bluedaws Hotel require to construct their websites to communicate
information to public about their facilities and services. Along this, management even require to
provide booking facilities to people through online and phone call (Ravindran, 2016).
Maintaining communication systems and databases: Facilities manager provide duties
and tasks to employees to make them perform activities and deliver adequate products and
services in market. Along this, Bluedaws Hotel even require to provide information to public
about items and services to attract customers and influence their purchase decision. It is
necessary that hotel maintain record of clients to keep them connected with firm.
1.4 Impact on facilities operations of employers and funding agencies
Management require to have adequate funds to purchase resources and conduct business
activities effectively. It is necessary that facilities manager of Bluedaws Hotel acknowledge
influence of funding agencies and employer on business performance and outcomes.
Effect of private and public ownership of facilities: Hotel industry have large number of
firms which are conducting operations to deliver services to outsiders and generate adequate
revenue from business. In this, employer of Bluedaws Hotel require to have complete
information about private and public firms in this sector (Kassem and et. al., 2015).
Management board/ trustees: Bluedaws Hotel require to have sufficient funds which
they get from investors which function as management board or trustees for firm. It is necessary
that management gain adequate revenue which they give as profit share to shareholders. Along
this, employer require to formulate policies and make system function in according to
management board.
Local authority: UK government formulated statutory regulations which employer of
Bluedaws Hotel consider while formulating strategies and design system to make it function
legally.
Funding partnerships: This is another tactic which define that Bluedaws Hotel have
partners which provide them money for conducting operations and delivering appropriate
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facilities to guests. In this, employer require to formulate strategies and make staff function
effectively and maintain its position in market.
TASK 2
COVERED IN PPT
TASK 3
3.1 Develop effective system for processing information and maintain communication
Communication is an efficient process which help management to construct and maintain
relations with employees and customers to sustain its position in market. It is essential that
facilities manager of Bluedaws Hotel require to design system and implement appropriate tools
and requirements to execute business activities effectively. Along this, goals and objectives are
formulated by management to direct members and make them perform tasks in systematic
manner (Battistelli, Baringo and Conejo, 2012).
Management information system: This refer to activities which are conducted by
facilities manager of Bluedaws Hotel to inform members about tasks and duties require to be
performed by them. For this, conference, meeting, Email, telephone are various techniques
which are used by superior.
3.2 Identify control system needed to support effective building management
Facilities manager of Bluedaws Hotel require to provide appropriate facilities and
services to customers. It is essential that administration have complete information about
functioning of system and its performance to determine corrective actions to make changes and
modification in tools to deliver quality services to customers. These are different control
techniques which are described beneath (Drake and Spinler, 2013):
Budgeting: This tool is used by management to utilize funds and have accurate
information about distribution of money in different departments to execute operations
effectively. This help facilities manager of Bluedaws Hotel to control expenses and conduct
activities in according to planned budget (Budgeting, 2018).
Operation and management procedures and controls: Facilities manager of Bluedaws
Hotel require to design and provide quality infrastructure to guest to make them experience
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wonderful. For this, hotel require to have adequate technologies and things implemented that are
air conditioner, geyser and other facilities in hotel.
Accounting and auditing: It is another process which includes activities that are
conducted by management to have complete information about funds, financial records and
budgets examination, checking and auditing are various activities which help Bluedaws Hotel to
have information about profitability and performance of firm (Montes and et. al., 2013).
4.1 Evaluate quality and effectiveness of facilities operations
In Bluedaws Hotel, facilities manager frame benchmarks to provide direction to members
to conduct activities in according to defined manner. Along this, they are even able to analyse
performance of staff by comparing it with standards. Objectives, targets and plan are various
tactics which are formulated by management to make employees work effectively and
accomplish goals and objectives within defined time. Besides this, mission and vision statement
is also designed by superior which specifies staff members end results and market position which
hotel require to achieve in future time. Meeting are conducted by manager to inform
subordinates about duties and tasks. Training programmes that is sessions and seminars are also
executed by Bluedaws Hotel to enhance skills and capabilities of employees to provide quality
services to customers to enhance reputation and image of hotel in market (Baines and Lightfoot,
2013).
4.2 Implement evaluation and review procedures
Management need to have complete information about system capabilities and market
situations to make changes in system accordingly. It is essential that Bluedaws Hotel to provide
appropriate services and facilities to guests in according to their demands and requirements. For
this, facilities manager frame operations and maintenance proactive checklist which include
information about tools, equipments and machines which are implemented in system to deliver
quality facilities and services to clients. Along this, hotel maintain record of guests to provide
them information about packages and services and changes to attract them again. Management
also take feedback from visitors to acknowledge their experience and quality of services. This
benefits them to make changes in system and provide services in according to requirements and
choices of people (Hoyos, Morales and Akhavan-Tabatabaei, 2015).
Performance appraisal is another activity which is conducted by management to have
complete information about abilities of staff. For this, outcomes are compared with standards to
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asses training benefits on work of staff. This help superior to make changes in system and
provide duties to members according to their capabilities.
CONCLUSION
From the above report, it can be concluded that facilities manager plays essential role in
hospitality industry. Hotel require to have adequate infrastructure and building to provide quality
services to clients. In this, facilities manager responsibility is to engage staff, design building and
manage customers. Besides this, they even acknowledge impact of employer and funding
agencies on activities. Administration asses UK statutory regulations are asses to formulate
policies and provide healthy and safe working environment by taking appropriate measures.
Thus, documentation is made in respect to licensing and certification made by hotel to function
system legally.
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REFERENCES
Books and Journals
Baines, T. and W. Lightfoot, H., 2013. Servitization of the manufacturing firm: Exploring the
operations practices and technologies that deliver advanced services. International
Journal of Operations & Production Management. 34(1). pp.2-35.
Battistelli, C., Baringo, L. and Conejo, A. J., 2012. Optimal energy management of small electric
energy systems including V2G facilities and renewable energy sources. Electric Power
Systems Research. 92. pp.50-59.
Drake, D. F. and Spinler, S., 2013. OM Forum—Sustainable Operations Management: An
Enduring Stream or a Passing Fancy?. Manufacturing & Service Operations
Management. 15(4). pp.689-700.
Forns-Samso, F., 2011. Perceived value of building information modeling in facilities operations
and maintenance.
Greene, W. S. and Pierret, M. C., Verizon Patent and Licensing Inc, 2014. Method and system
for realizing a rendezvous service in a management operations center implemented in a
global ecosystem of interrelated services. U.S. Patent 8,856,087.
Hoyos, M. C., Morales, R. S. and Akhavan-Tabatabaei, R., 2015. OR models with stochastic
components in disaster operations management: A literature survey. Computers &
Industrial Engineering. 82. pp.183-197.
Kassem, M. and et. al., 2015. BIM in facilities management applications: a case study of a large
university complex. Built Environment Project and Asset Management. 5(3). pp.261-
277.
Longo, F., 2012. Supply chain security: an integrated framework for container terminal
facilities. International Journal of Simulation and Process Modelling. 7(3). pp.159-167.
Montes, F. and et. al., 2013. SPECIAL TOPICS—mitigation of methane and nitrous oxide
emissions from animal operations: II. A review of manure management mitigation
options. Journal of Animal Science. 91(11). pp.5070-5094.
Ravindran, A. R. ed., 2016. Operations research and management science handbook. Crc Press.
Online
Budgeting, 2018. [Online]. Available through:
<https://www.practicalmoneyskills.com/learn/budgeting>.
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