Evaluating Facilities Operations: A Management and Operations Report

This report delves into the multifaceted realm of facilities operations and management, examining the crucial responsibilities of a facilities manager. It assesses the manager's duties towards staff engaged in facilities operations and, importantly, towards customers utilizing the facilities. The report investigates operational aspects within accommodation facilities, emphasizing the significance of statutory regulations within the UK hospitality industry, including health, safety, and environmental measures. It outlines the necessary documentation for compliance, covering control systems for effective operations and systems to support building management. Furthermore, the report explores effective information processing and communication systems within a hotel setting, providing criteria for evaluating the quality and effectiveness of facilities operations, along with evaluation and review procedures. The report provides a detailed analysis of the core components of effective facilities management within a business environment.

FACILITIES OPERATIONS
AND
MANAGEMENT

Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
1.1 & 1.3 Assessing responsibilities of facilities manager for staff engaged in facilities
operations and towards customers using the facility...................................................................4
1.2 Responsibilities the facilities manager has for operational aspects in accommodation
facilities........................................................................................................................................5
1.4 Impact on facilities operations of employers and/or funding agencies.................................6
2.1 Statutory regulations that will affect facilities operations in UK hospitality industry(221)..7
2.2 Health, safety and environmental measures that must be implemented by the facilities
manager........................................................................................................................................7
2.3 Documentation required to account for compliance with statutory regulations and health,
safety and environmental measures.............................................................................................8
3.2 Control systems required for effective facilities operations within the hospitality
businesses....................................................................................................................................9
3.3 Systems needed by a facilities manager to support effective building management.............9
TASK 2 – Practical activity...........................................................................................................10
3.1 Effective systems for processing information and maintaining communications within the
hotel...........................................................................................................................................10
4.1 Criteria for evaluating quality and effectiveness of facilities operations in the new hotel..11
4.2 Evaluation and review procedures to analyse the quality and effectiveness of facilities
operations...................................................................................................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Facility management can be defined as the discipline that is focused on effective and
efficient delivery of support services within the business. They are the one who oversee day to
day operations at retail stores, factories, offices, etc. (Becerik-Gerber, Jazizadeh and Calis, 2011)
There are different type of ethical working practices that are followed by firms and this makes
them different from each other. As per the current report, it includes ethical practices that
followed by York Place Shopping Centre, along with property firms Shaftesbury and Foundation
Property & Capital. Further, it includes two more tasks that are based on different scenario. More
specifically, report covers responsibilities of facilities manager for staff engagement. Further, it
covers health, safety and environmental measures that are needed to be implemented by facilities
manager. Lastly, it also includes evaluation of appropriate criteria so as to evaluate effectiveness
of facilities and its quality.
TASK 1
1.1 & 1.3 Assessing responsibilities of facilities manager for staff engaged in facilities operations
and towards customers using the facility
Facilities manager is determine to be the person who is responsible to make sure that
building and its related services are build as per requirements of people who work within. In
other words, it includes services like security, parking, cleaning, etc. (Mohammed and
Hassanain, 2010) further, there are different type of responsibilities that has to be played by
facilities manager for develop staff engagement in operations of facilities. Few of the
responsibilities are as follows:
 Training and development: There is different type of operations that has to be considered
by facilities manager. For each of them, it includes involvement of staff members who
are able to support them completing the project (Shen, Hao and Xue, 2010). In this
process, all the members involved need to have proper understanding about the type of
responsibilities that has to be played by them. It is the responsibility of facilities manager
to provide staff members to deliver appropriate training so that they are able to put on
their full efforts.

 Employee engagement and welfare activities: Different people have diverse set of
perception, it is important that all the employees are engaged and this should be done by
understanding the requirements and fulfilling them.
 Smooth management and operations: It is the responsibility of facilities manager to carry
out the operations in systematic manner (Mohammadi, Soleymani and Mozafari, 2014).
All the staff members need to know the goals and objectives that have to be attained by
them.
Apart from this, there are responsibilities that that have to be played by facilities manager
towards customers. Below given are few of them:
 Service management: It is important for facilities manager to make sure that they are able
to deliver customers with best facilities and services by retail stores. All the aspects needs
to be considered in order to need and requirement of service users.
 Satisfaction of customers and improvisation: There are certain set of expectations that
people have in respect with the services (Krajewski, Ritzman and Malhotra, 2013). It is
important for facilities manager to understand them and take up appropriate steps to
fulfill them. Further, changes should be made time to time so that better and high quality
can be delivered.
 Assurance of security and safety: All the customers who make use of services should feel
free and all the risk that can be face by users should be eliminated. All the people who
use services delivered by York Place Shopping Centre, along with property firms
Shaftesbury and Foundation Property & Capital should be safe and secure.
 Providing better deals and options: It is essential to ensure that all customers are
provided with better deals and negotiation (Langston and Lauge-Kristensen, 2013). So as
to gain more business, attractive deals need to be provided. This contributes effectively
towards growth and development of business.
1.2 Responsibilities the facilities manager has for operational aspects in accommodation facilities
Proper considerations need to be made for accommodation by facilities manager so that
they are able to maintain the quality services to its users. It is the responsibility of facilities
manager to control and monitor the operations within business. In this process they need to be
responsible towards their work (Subramanian and Ramanathan, 2012). There is different type of

responsibilities that has to be considered for operational aspects in accommodation facilities, few
of them are as follows:
 Development of fire drill: It is important to make sure that they consider and ensure fire
evacuation programmes installed and fire extinguishers made available (Battistelli,
Baringo and Conejo, 2012). These are type of situations that one can not predict and
these are strategies that are helpful enough to reduce the rate of risk.
 Auditing : It is essential that internal and external auditing to be made so that they are
able to evaluate appropriate measure to protect the lives of people. This is standard
procedures that are followed in order to reduce the rate of risk of business and ensuring
appropriate safety to customers.
 Statutory compliance: All the certificates and licenses should be renewed time to time.
There are certain set of changes that take place in respect with the safety clause. All
should be checked and update (Chen, Duan and Hu, 2011). This way, it becomes
favourable enough to deliver high quality services to customers.
1.4 Impact on facilities operations of employers and/or funding agencies
It is essential to make sure that facilities operations to be carried out in accordance with
legal and statutory compliances and this should be in accordance with the procedure that is
followed within the business (Lord, Lord and Martin, 2012). There are three main aspects that
are considered by facilities manager within the organization and these are operations, its staff
members and their customers. This enables to ensure that legal and statutory requirements are
met in the business. Further, it also helps to make sure that workers are free from any kind of
statutory and legal constraints and hassles. This way, the funding agencies remain satisfied as
there are no illegal processing and it is important to have money for conducting the business
operations (Barlow, Roehrich and Wright, 2013). There are different type of activities that has to
be played by facilities manager and in all of them proper support of business is required. In this
context, proper planning need to be made so that they are able to make sure that all the activities
can be completed effectively and efficiently.
2.1 Statutory regulations that will affect facilities operations in UK hospitality industry(221)
Statutory regulations that are followed in UK and its procedures are highly strict in
relation with facilities operations. It is essential to make sure that they implement and there are

availability of environmental and safety. Further, it need to be have practices and policies which
are according to UK law (Ham, Hitomi and Yoshida, 2012). For example, for a hotel it requires
to follow and develop practices as per the policies that are followed at UK and all type of safety
measure need to be satisfied meeting all standards. Preferences of customers need to be
considered so that their level of satisfaction is high. It provides protection from poor food
practices within organization. In this context, all the companies need to follow the restrictions
and rules of statutory regulations and if it not followed, then it is enforceable by law. Facilities
manager of cited firms need to consider the regulations related with statutory of the country
(Becerik-Gerber, Jazizadeh and Calis, 2011). In addition to this, they have to confirm regarding
the food practices and environment are of no harm or are hygienic for health of public.
Further, facilities manager need to be concern about the facilities that are deliver to
employees within the organization. It is important that the management of the business provide
their workers with holidays, vacations, etc. This enables to boost up their moral and to perform
with their full efficiency (Mohammed and Hassanain, 2010). For example, licenses for alcohol
and certificate for music and sound, further security and safety of customers should also be
ensured.
2.2 Health, safety and environmental measures that must be implemented by the facilities
manager
When there are changes identified with the organization and plans are developed to
implement them, then the rate of cost also increases. It is essential for the facilities manager to
make sure that they are concerned of issues related with environment, safety and health (Shen,
Hao and Xue, 2010). There are different ways with the help of which safety, environment and
health are implemented and they are as follows:
 Maintenance of operations instrument: It is essential for the business to maintain
operation instrument in the firm so as to ensure safety and health and environment. When
it is not properly maintained, then business can not provide their customers with
protection from environment, health and safety (Mohammadi, Soleymani and Mozafari,
2014).
 Training and improvement: All the employees within the business should be provided
with training. Special considerations should be made for the workers who are newly

appointed. This way, they can maintain health and safety to their customers in effective
manner.
 Information technology: Cited organization need to consider information technology so
as to maintain health and safety (Krajewski, Ritzman and Malhotra, 2013). It is an threat
to the firm, when technology is misused. In this context, it can be stated that proper
concern should be made by facilities manager.
 Monitoring quality: Proper monitoring should be made of employee’s performance so
that quality of their work can be evaluated. Further, they should be provided with
information regarding the roles that they have to play related with health and safety.
2.3 Documentation required to account for compliance with statutory regulations and health,
safety and environmental measures
Proper records need to be maintained in order to maintain health and safety in the
organization. There is different type of records that has to be considered and it requires relevant
information to workers (Langston and Lauge-Kristensen, 2013). More specifically, it requires
information about their age, marital status, ethnicity, etc. When these data is gathered, then it
becomes favourable enough to select most appropriate candidate who will support the firm to
grow. The culture of country gets influenced with the statutory regulation. In this context, for
business activities, these regulations should be conducted. When these regulations are not
documented or properly recorded, then firm will not be able to run business activities in effective
manner.
For accounting the compliance, proper recording need to be made so that they are able to
make sure the statutory regulations related with health and safety. In this context, proper analysis
can be made through auditing the performance of workers and quality of their work
(Subramanian and Ramanathan, 2012). Apart from this, facilities manager is responsible for
instructing operational manager regarding the issues related with environment, health and safety
within the organization. Proper records are maintained by operational manager of the instructions
that are given by facilities manager in order to maintain regulations related with statutory.
3.2 Control systems required for effective facilities operations within the hospitality businesses
Control system need to be developed so that they are b able to operate workers within the
firm. Further, it is essential to make sure that the control system is acceptable and effective for

their employees (Battistelli, Baringo and Conejo, 2012). This way, they are able to make proper
evaluation of quality and performance of workers. This is a difficult task that facilities manager
has to follow to ensure effective control system. There are many different type of control system
that are used in the service organization like hotels or any other firm that fall under hospitality
sectors. In this context, it includes facilities like monitoring of working environment, spot check
of working and email recording of workers; these are done so that workers can be effectively
controlled.
In respect with the hospitality sector, control system that enables to monitor activities in
respect with workers and also enables to provide them with feedback for their work. When there
is proper control system used, then it enables to make evaluation of quality services and through
instruction growth can be determined in positive direction (Chen, Duan and Hu, 2011). Further,
the control system also enables to gather information about customers and workers and this way,
they are able to take up appropriate steps through which workers can be motivated and
customers’ satisfaction level can be raised.
3.3 Systems needed by a facilities manager to support effective building management
It is essential for the facilities manager to have or develop control system so that they are
able to support effective building management within the business. When a system is to be
implemented, then it requires the employees to understand and accept them (Lord, Lord and
Martin, 2012). There are certain se of roles and responsibilities that as a facilities manager need
to be followed and these are followed effectively, then an effective control system is formed and
this way efficient building management is formed. Hospitality sector needs to develop a control
system. It is important so that employees can be monitored based on their performance over
activities. This way, it becomes helpful enough to make appropriate analysis of their service
quality and the areas in which improvement needs to be made. Companies aim at understanding
the requirement of customers. This is the effective way that enables them to attract more and
more customers. In this process involvement of workers is high important as it helps to
understand the preference of service users and to take up steps to solve them (Barlow, Roehrich
and Wright, 2013). Further, monitoring should be done properly so that they are able to identify
the problems that are faced by them. Accordingly, proper training should be delivered in order to
overcome the problem.

TASK 2 – Practical activity
3.1 Effective systems for processing information and maintaining communications within the
hotel
Communication and information system are highly significant in service organization.
Facilities manager need to have sufficient information about their workers and services users so
that they are able to monitor them and appropriate steps are taken (Ham, Hitomi and Yoshida,
2012). There are different type of sources that are helpful enough to get information. When a
new hotel is established, then it is essential to focus on the marketing so that customers get to
know about the type of services that are delivered by them. In this context, below given figure
shows that sources that enables to get in appropriate communication used by hotels:
Figure 1: Information system at Hotel
(Source: Hotels Enjoy Interoperability with Online Distribution, 2015)
From the above figure, it can be stated that there are different type of sources that are
available. In this context, it includes online travel agent, Web booking engines, corporate
accounts, etc. Further, other sources of information is through walkie-talkie and other related
electronic equipments. This enables to have effective communication immediately. In addition to
this, there are internet, email, etc. that also enable to inform others (Shen, Hao and Xue, 2010).
In addition to this, Performance management system and Management information system

enables to maintain and process communication system. Advancement in technology has positive
impact to have close interaction with workers and customers.
4.1 Criteria for evaluating quality and effectiveness of facilities operations in the new hotel
Criteria can be determined to be set goals that have to be attained. It is important for
facilities manager to set them so that workers are able to take up steps that enable to attain them.
In this context, below given are few of way to evaluate effectiveness and quality of facilities
operation at hotel:
 Developing mission and vision: All employees working with the business need to have
ultimate goals that they have to achieve. When a plan is developed, then the result needs
to be analysed. This way, appropriate way is developed that leads people to reach them.
In other words, it provides with direction that has to be followed to reach their ultimate
goal.
 Effective monitoring: Through monitoring, one is able to list out the issues that each of
the worker has with respect to their job. When these are identified, then it becomes
favourable enough to take up steps that will enable to improve them (Mohammed and
Hassanain, 2010). There are conditions in which training and development helps to
improve the performance level in positive manner.
 Setting up targets: For all the goals that are developed need to have small targets as it
help the employees to boost up their moral and the efforts that they should make to reach
their goal. Step by step process need to be planned so that they are able to determine their
goals.
4.2 Evaluation and review procedures to analyse the quality and effectiveness of facilities
operations
The type of review and evaluation procedure that can be followed within facilities
operations are as followed:
Feedback from customers: Service users are the one who make use of the services that
are presented by employees. They have proper understanding about the type of quality that they
get (Becerik-Gerber, Jazizadeh and Calis, 2011). In this context, taking information from

customers is effective way that will help to know the areas in which improvement needs to be
made. This way, workers can be trained as per their requirements.
Research and survey: Research can be carried out so that the satisfaction levels of
customers are identified. This is an effective tool that enables the management to determine the
goals that they should set up in order to better quality of services are delivered to them.
CONCLUSION
In accordance with the report, it can be concluded that facilities manager need to
responsible towards the issues or problems that are faced by workers and customers. They have
to take up appropriate steps that will be favourable enough to make their business to attain their
goals and objectives. Further, proper monitoring should be done of employees so that the areas in
which improvement that have to be can be identified. Further, goals and objectives that has to be
attained should be conveyed to employees s that they are able to develop path on which they can
attain them.