Report: Responsibilities of a Facilities Manager in the Hotel Industry

This report provides a comprehensive overview of the responsibilities of a facilities manager (FOM) in the hotel industry. It begins with an introduction outlining the importance of an FOM in a competitive market. Task 1, the core of the report, analyzes the FOM's duties towards staff, including clarifying roles, engaging employees, and providing training. It also covers the FOM's responsibilities for building operations, such as maintenance, audits, and security, as well as customer satisfaction through communication and service improvements. Task 2, the PowerPoint slides, are attached. Task 3, the essay, discusses developing effective information systems, required control systems, and systems for effective building management. The essay also evaluates the quality and effectiveness of facilities operations and reviews procedures. The report concludes by emphasizing the importance of the FOM's role in ensuring operational efficiency, customer satisfaction, and adherence to legal and statutory requirements within a hotel.

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Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1: REPORT WRITING........................................................................................................1
AC 1.1 Analysing the responsibilities of facilities manager for staff who are engaged in
facilities operations......................................................................................................................1
AC 1.2 Responsibilities of facilities manager for operational aspects of building.....................2
AC 1.3 Responsibilities of facilities manager towards customers who are involved in using
facility..........................................................................................................................................2
AC 1.4 Assessing the impact of facilities operations of employer and funding agencies...........3
TASK 2: POWER POINT SLIDES................................................................................................3
TASK 3: ESSAY.............................................................................................................................3
AC 3.1 Developing and organizing effective systems so as to process information and
maintain communication.............................................................................................................3
AC 3.2 Identifying required control systems for effective facilities operations in operations
business........................................................................................................................................4
AC 3.3 Systems required by facilities manager in order to support effective building
management.................................................................................................................................4
AC 4.1 Evaluating quality and effectiveness of facilities operations..........................................5
AC 4.2 Evaluating and reviewing procedures so as to analyse quality and effectiveness of
facilities operations......................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Evaluation and effective implementations of innovative measures can help in overall
development of a hotel. Due to high degree of competition present in hotel industry, there is a
requirement of appointing a facilities manager which can help in taking care of property. The
report helps in making comprehensive discussion regarding, responsibilities of facilities manager
for staff who are engaged in facilities operations. Further the report will make discussion
regarding, assessment of the impact of facilities operations of employer and funding agencies. In
the end, statutory regulations regarding effective implementation of activities will also be
discussed in the report.
TASK 1: REPORT WRITING
AC 1.1 Analysing the responsibilities of facilities manager for staff who are engaged in facilities
operations
Facilities manager is an individual who is the head and in charge of overall property of
hotel in UK. He is responsible for heading facilities with respect to its overall operations. Some
of the core responsibilities that are required to be fulfilled by facilities manager towards staff are
mentioned as follows: Clarifying role and job description: Facilities manager clear out the roles and
responsibilities which staff have to perform while working in hotel, as per their issued
profiles. It is quite an important activity so that staff members can perform their function in a
well-defined manner (Alexander, 2013). Engaging employees and inducing welfare activities: he tends to strategize which can help
in decision making aspects of the business. It helps in generating new and innovative ideas
that can be implemented in hotel’s operation. Employees can be engaged in budget planning
and other welfare activities of the business. Training and development: Staff must be trained and guided by facilities manager on regular
basis through, facilities, technical as well as operational trainings. It makes them aware
regarding standard operating procedure that is actually followed in a hotel. It plays essential
role in maintaining balanced operations with effective delivery of duties to customers. s
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AC 1.2 Responsibilities of facilities manager for operational aspects of building
Since, facilities manager has to perform his role in overall aspects of property of hotel,
they are also responsible operational aspects of the hotel building as well. Some of his
responsibilities are mentioned below: Accessibility: Facilities manager is responsible for renewing certifications and licences for all
types of hotel operations. It is also made sure by him that timely renewal of these licences
certifications is initiated. Building management and operations: It is important to fulfil legal and statutory
requirements of building operations for hotel. Facilities manager tend to take care of all
signage, display and notices related aspects of the building so as to smoothen its operations
(Meng, 2014). Maintenance and repair: It must be ensured and developed by facilities manager that there
is adequate amount of fire evacuation programs and fire extinguishers, installed in the
building. It can also be referred as annual and emergency maintenance and repair. Auditing: It is the duty of facilities manager to organize internal and external legal and
statutory audits for hotel. Refurbishment and security: Facilities manager is also required to analyse the requirement
of renovation of property for better security of customers as well as employees working in it.
AC 1.3 Responsibilities of facilities manager towards customers who are involved in using
facility
One of all the responsibilities of facilities manager includes managing internal as well as
external customers. It helps in ensuring that they are related and satisfied with the hotel and
continue their relationship for longer period. Some of the responsibilities to be fulfilled towards
customers are mentioned as follows: Customer satisfaction and improvisations: Facilities manager is responsible for collecting
feedback from customers so that their satisfaction level can be evaluated. This evaluation
mechanism must be mapped so that changes in operations can be brought accordingly.
Checking all the services, so that there are lesser complaints, is the main motive of facilities
manager towards customers (Geerts, 2014). Maintaining communication systems: It is important to maintain adequate communication
aspects between customers and management so that any gap between the services can be
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filled within stipulated time. It also helps in bringing overall improvement to duties and
deliverables of hotel. Providing customer care: Manager is also responsible for analysing that all the complaints
that come up from customers are sort out in stipulated duration. It also helps in resolving
other booking and staying related issues that are generally faced by them, even if they are not
internal customers of the company.
AC 1.4 Assessing the impact of facilities operations of employer and funding agencies
All the facilities related operations must be carried out as per issued legal as well as
statutory compliances and standard operating procedures within the hotel business. When any
facilities manager is appointed, it is his duty to ensure that all the aspects related to, staff,
customers and operations are taken care of. It also helps in making sure that all the legal and
statutory requirements are analysed and implemented in operations of hotel. Facilities manager
act as a supervising agent who develop strategies for the hotel and implement it effectively
(Boella, 2017).
Funding agencies are those, which helps in providing capital to run business operations and
ensure that all types of facilities are available in it. When all the legal and statutory requirements
are fulfilled, facilities manager tend to contact communicate to funding agencies so as to execute
the prepared plan. Drafting and reviewing the condition helps in ensuring that all the conditions
and documentation aspect have been gathered and assessed so as to get adequate funds for
operations of the business. Negotiating is one other factor that is generally implemented by
facilities manager, so as to gather funds at appropriate rates.
TASK 2: POWER POINT SLIDES
Attached in presentation
TASK 3: ESSAY
AC 3.1 Developing and organizing effective systems so as to process information and maintain
communication
It is quite important for hotel operations to have regular interaction and communication
among staff members, management as well as customer. Hotel can opt for using various devices,
such as, walkie talkie and pager to convey information from one individual to the other. It also
helps in ensuring that the work is actually performed within stipulated time and in right manner
as well (Lai, 2013). There can be other devices as well, which can also be used by the
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management. These are, telephones, e mails and other internet facilities available in the form of
application. Other important aspect can be inclusive of Performance management System and
Management Information System that helps in processing and transferring information from one
individual from in or outside the management. These methods can also help in spreading and
managing communication aspects in hotel for effective as well as efficient implementation.
AC 3.2 Identifying required control systems for effective facilities operations in operations
business
It is important to have adequate control systems which is required to have effective
facilities operation for a hotel. Some of the areas where it can be installed are as follows: Budgeting: It is the area where budgets and plans are prepared in such a manner that every
department and area can effectively be developed. It also helps in bringing adequate control
over the expenses and financial aspects of the business so that each and every aspect can be
taken care of, with respect to overall development. It also helps in ensuring income and
expenses aspects of the business, indicating generation or lowering down of growth (Gibbs,
MacDonald and MacKay, 2015). Purchasing and sales: The operations of the business must appropriately consist of proper
sales audit and checklist that can help in controlling processes and practices of hotel. It can
help ineffective business operations. Operations and maintenance procedures and control: methods that are adopted by Accounting and auditing:
AC 3.3 Systems required by facilities manager in order to support effective building
management
The process of effective building management has various aspects which require facility
manager. Some of them are mentioned below: Fire alarm systems: It helps in taking care at the time of fire emergency or any other fire
related issue that may arise in the building. It can help in developing fire check and other
evacuation program that can help in controlling fire in the building. Plumbing systems: This system helps in taking care of processes that are related to plumbing
feature of hotel. It also helps in taking care of sanitary and water related issues which are
operating aspects of the hotel building.
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 CCTV monitoring system: It is inclusive of overall monitoring and observational system
which takes care of any entry or exit in the hotel. It also assists in keeping track record of
hotel staff so as to ensure that they are effectively performing their activities (Ransley and
Ingram, 2012). It also helps in initiating comprehensive and controlled monitoring processes
which can help in keeping track of all the activities that are related to it and also assess that
incidents that are taking place in hotel building. Engineering systems: This process of the business is responsible for taking care of various
machines and other equipment that are installed in a hotel building. It must have been
installed in a hotel to manage business operations.
 Security and observation systems: This aspect of hotel generally consist of automatic
operations and various maintenance systems which can installed in the hotel for safe stay of
customers and employees.
AC 4.1 Evaluating quality and effectiveness of facilities operations
Evaluation of quality and effectiveness platys an important role in ensuring facilities
operations. Facilities manger tend to have appropriate criteria based on which benchmarking
operations: Setting objectives, targets and plans: When objectives and targets will be set by the facilities
manager, then it becomes easy to run within the hotels and bring changes and improvements
as per the requirements. The process of checking can be automated and tracking system can
help in finding out loopholes (Lai and Yik, 2012). Developing and implementing training and development program for staff members: It is
related to development and imparting training programme that helps in ensuring that all the
activities that are performed by the staff members is effective enough. It can help in ensuring
that best possible practices are adopted by the individuals so as to remain competitive in
hospitality market. Constant implementation of training and development helps in skills and
competencies of staff members and their competencies remains updated. Developing vision, mission and standards for facility and company: The organization must
also develop its, vision, mission and statement of standards which can help the team to get
the directions that how they have to perform various functions. It also helps in keeping
overall track of the team that whether their practices will help in fulfilment of aims and
objectives or not (Worthington, 2012).
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AC 4.2 Evaluating and reviewing procedures so as to analyse quality and effectiveness of
facilities operations
In order to evaluate business functions, following facilities and operations can be
developed in following manner: Reviewing and evaluating trainings that are organised by staff in a hotel: Training will
prove to be useless if adequate steps are not taken by the team in evaluating and judging the
overall outcomes of training. It is quite imperative in nature that whether staff have gathered
certain amount of knowledge out of it or not. In this scenario an online as well as offline
feedback system can be developed by the organization that can help in ascertaining that what
kind of facilities are actually provided by the staff members, who were involved in taking
care of them. Further, staking feedbacks from seniors can also be another aspect that6 is
related to it (Langston and Lauge-Kristensen, 2013). Checklist of operations and maintenance: It is generally comprised of various processes
which can help in maintenance and operations aspects of the business. Checklist related to
maintenance of building and adequate facilities provided in it are included for effective as
well as time to time evaluation of facts and figures (Drion, Melissen and Wood, 2012). The
checklist also helps in keeping a track of equipment, tool and other machines which are
actually installed in a hotel.
CONCLUSION
Based on the above report, it can be concluded that a facilities manager has been appointed
by a hotel which may be suffering from slower occupancy rate and ineffective managerial
aspects. It is important to draw a checklist which can help in ensuring hat all the activities are
taken care of time to time. The report has also been able to outline, that time to time in initiating
training for the employees is also an important aspect that is required to be taken care of by
facilities manager so that it can help in development of new and innovative skills in them. It
helps in ensuring overall quality and effectiveness of overall hotel in rendering services to
customers.
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REFERENCES
Books and Journals
Alexander, K., 2013. Facilities management: theory and practice. Routledge.
Boella, M., 2017. Human resource management in the hotel and catering industry. Routledge.
Drion, B., Melissen, F. and Wood, R., 2012. Facilities management: lost, or
regained?. Facilities. 30(5/6). pp.254-261.
Geerts, W., 2014. Environmental certification schemes: Hotel managers’ views and
perceptions. International Journal of Hospitality Management. 39. pp.87-96.
Gibbs, C., MacDonald, F. and MacKay, K., 2015. Social media usage in hotel human resources:
recruitment, hiring and communication. International Journal of Contemporary
Hospitality Management. 27(2). pp.170-184.
Lai, J. H. and Yik, F. W., 2012. A probe into the facilities maintenance data of a hotel. Building
Services Engineering Research and Technology. 33(2). pp.141-157.
Lai, J. H., 2013. An analysis of maintenance demand, manpower, and performance of hotel
engineering facilities. Journal of Hospitality & Tourism Research. 37(3). pp.426-444.
Langston, C. and Lauge-Kristensen, R., 2013. Strategic management of built facilities.
Routledge.
Meng, X., 2014. The role of facilities managers in sustainable practice in the UK and
Ireland. Smart and Sustainable Built Environment. 3(1). pp.23-34.
Ransley, J. and Ingram, H., 2012. Developing hospitality properties and facilities. Routledge.
Worthington, J., 2012. Reinventing the workplace. Routledge.
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