Report on Facilities Operations Management at JW Marriott Hotels

This report provides a comprehensive overview of facilities operations management, specifically focusing on the context of JW Marriott Hotels in London. It outlines the responsibilities of a facilities manager towards staff, operational aspects of buildings, and customers, emphasizing the importance of customer service and employee motivation. The report delves into the impact of facilities operations on employers and funding agencies, highlighting the role of financial support and supplier relationships. Furthermore, it examines UK statutory regulations, including the Equality Act 2010, Health and Safety Act 1974, and Employment Rights Act 1996, and their influence on hotel operations. The report also discusses health, safety, and environmental measures implemented by the hotel, such as well-being programs and sustainability initiatives. Finally, it covers the documentation required for compliance and the importance of effective information processing and communication systems, concluding with an analysis of systems needed to support effective building management. The report underscores the interconnectedness of various aspects of facilities management and their impact on the overall success of the hotel.

FACILITIES OPERATIONS MANAGEMENT
Contents

FACILITIES OPERATIONS MANAGEMENT....................................................................................1
INTRODUCTION.....................................................................................................................................3
A) Responsibilities of facilities manager towards staff............................................................................4
B) Responsibilities of facilities manager related to operational aspects of buildings...............................4
C)Responsibilities of facilities manager towards customers....................................................................5
D) Impact of facilities operations on employer and/or funding agencies.................................................5
TASK 2.......................................................................................................................................................6
A) UK statutory regulations that affect facilities operations....................................................................6
B) Health, safety and environmental measures that implemented in facilities operations........................7
C. Documentation required to account for compliance............................................................................7
A) Effective system for processing information and to maintain communication-..................................8
B) Control system required for effective facilities operations..................................................................8
C) Systems needed to support effective building management................................................................9
B) Procedure to analyze quality of facilities operations...........................................................................9
CONCLUSION........................................................................................................................................10
REFERENCES........................................................................................................................................10

INTRODUCTION
It refers to management of people, process and assets that are required for various facilities for
performing operations. It also includes the execution of improvement and maintenance need
required for future. The person who is responsible or for facilities operations is known as
facilities manager or, operations manager. The main responsibilities of facilities manager
regarding facilities operations are maintaining and tracking physical assets, using computer
system for utilizing facilities, maintenance of projects etc.
JW Marriott Hotels is a chain of hotels situated in London, England. It was established in 1984.
The founder of JW Marriott Hotels is founded by JW Marriott. It offers various amenities and
different types of luxury rooms to their customers. It has approx. 83 locations worldwide.
Illustration 1 Responsibilities of Facilities
Manager
Source:

MAIN BODY
TASK 1
A) Responsibilities of facilities manager towards staff.
There are many responsibilities of a facility manager towards employees of Marriott hotel they
are as follows-
Facility manager of Marriott hotels plays an important role in fulfilling all the requirements
related with staff of the hotel like housekeeping Catering manager, front desk supervisor, guest
relations manager etc. Facility Manager of the hotel works in co-ordination with Human
Resource Manager of the hotel in recruiting the right number of staff for the hotel because, they
are aware regarding the requirements of different departments of the hotel. Operations manager
of the hotel also co-ordinate with HR manager to provide required training to existing and new
staff. Facility manager also helps HR manager in adjusting the flow of work in various
departments. And plays an important role in improving the efficiency of the staff by reassigning
the work to them.
Staff of the hotel plays an important role in improving the performance of the hotel. Motivating
the staff is very important to deliver better quality of services to the clients. Facility manager
ensures that, staff of the hotel is working in a suitable and good working environment. So that,
they will be motivated to work and it will help to improve the productivity.
B) Responsibilities of facilities manager related to operational aspects of buildings.
There are different roles and responsibilities of facility manager in respect of buildings and assets
of Marriott hotel like-
Facility manager ensures that, buildings of the hotel that includes restaurants, cafeteria are in
operative condition. So that, operational efficiency of the hotel and productivity will improve.

There are many responsibilities of facility manager regarding the operations and working of
building. They monitor the quality of output of staff. If the quality is not as per the standards it
means that, there are some problems related with the fixed assets of the hotel.
Facility manager also checks the quality of customer service that are provided by the staff to
customers. They are responsible for managing the space between buildings of the hotel, repairing
and maintaining the building. Facility manager ensures that building of hotel like, guest rooms,
parking area were safe for the clients of hotel. They are responsible for implementing the system
for disaster planning in case of any emergency in the hotel, assisting and rescuing the guests of
the hotel in case of happening of emergency. Facility manager ensures that, buildings of hotel are
maintaining all the standards related with healthy and safety of customers, meeting all the laws
and legal requirements.
C)Responsibilities of facilities manager towards customers.
For any type of organization, customer is the king. And providing high quality services is
essential to retain loyal customers for a long period. There are various responsibilities of Facility
manager of Marriott hotels they are as follows-
Quality of customer service- It is the most important factor behind success of the hotel.
Facility manager monitor the working of staff to ensure that they will provide better and
improved quality of services to their customers.
Customer satisfaction- Facility manager has to consider the quality of service provided by the
staff because, if the service quality is not good then, clients of the hotel will not be satisfied and
they will shift towards competitors.
Retaining the customers- Facility manager of the hotel plays an important role in retaining
existing as well as potential customers in the hotel. They ensure that, staff of various departments
of the hotel like, laundry, beverage and food department. Higher the number of loyal customers
of the hotel more will be chances of success in the industry. And it will also help in getting
competitive advantage over other competitors.
Empathy towards customers- Facility manager of Marriott hotel ensure that, staff is treating
the guests of hotel equally. And equal priority and importance should be given to all the
customers.

D) Impact of facilities operations on employer and/or funding agencies.
Marriott hotel provides various facilities to their customers. Employer and funding agencies play
an important role to assist the facility manager in providing these facilities. Marriott hotel
requires huge amount of funds for performing various operations. Funding agencies like, banks,
non financial institutions provide necessary funds to hotel for performing its operations.
Employer of the hotel contributes a large amount of capital to buy various assets so that, staff can
provide better quality of services to the guest (Nielsen Sarasoja and Galamba, 2016).
Employer of the Marriott hotel contacts with major suppliers of the items that are required by the
customers. For example, employer of hotel enters in an agreement with supplier of organic food.
So that, company will be able to provide better quality of organic food to their customers. It will
help to improve facilities operations of the hotel (Roles and Responsibilities of Facilities
Management, 2017).
TASK 2
A) UK statutory regulations that affect facilities operations.
UK legislation
The Legislation of United Kingdom is derived from the number of different sources. It consists
laws from both within United Kingdom and from European Union. United Kingdom legislation
has revised and enacted 1267 Acts in present.
Equality Act 2010
The Equality Act 2010 fights against pre justice based action at workplace. The act protects the
employees from any discrimination based on age, disability, religion, sexual orientation, gender
reassignment, race and civil partnership at workplace. It includes Direct discrimination,
Harassment, Victimisation and Indirect discrimination.
Affect of Act on Marriott Hotel London Operations.
The Equality Act 2010 affect the operations of Marriott hotel in London. This act influences the
decision making of Human resource management of Marriott Hotel during the time of

recruitment and selection process. The Human resource management insures that during the
interview round no favouritism or partiality is being done with any of the candidate. The decision
is being made purely on the basis of candidate ability and performance without any biasses. This
act also influence the training process of employees at Hotel Marriott. The employees belong to
different regions, it is hard task to give training in particularly in one language. As a result, they
appoint the language experts in order to give training to the Employees. This increase the cost of
Training in Hotel Marriott.
Health and Safety Act 1974
The Health and Safety Act 1974 of United Kingdom defines the authority for regulation and
enforcement at workplace. The Health and Safety Act 1974 insures the Health and Safety of
Employees., Employers, Suppliers and Contractors in an organization. The act facilities the
welfare of the Employees at the work place (Cavdur, Kose-Kucuk and Sebatli, 2016).
Affect of act on Marriott Hotel London Operations
The Health and safety act 1974 impacts the operations of Marriott hotel in London. The
Management insures the health and safety of employees in the Hotel premises. They insure the
healthy work environment by facilitating employees with canteen and water cooler facility in
Marriott hotel premises (Heizer, 2016). Proper first aid facility is been given by the Management
of Hotel Marriott in case the employees got any injury while working in the Marriott Hotel
premises.
Employment Rights Act 1996
The Employment rights act 1996 is passed by Conservative government of United Kingdom to
modify the existing law of Individual rights in Labour law of United Kingdom. The law includes
unfair dismissal, reasonable notice before dismissal, time off rights for parenting and
redundancy. It facilitates flexible working hours to the employees at work place.
Affect of Act on Marriott Hotel London Operations
The Employment Rights Act 1996 influence the Marriott Hotel London Operations. The
managers of Hotel Marriott cannot dismissal any of the employee without giving the prior notice
or without having a significant proof of poor performance of the particular employee. The

management of Marriott Hotel is bound to give flexible working hours to the employees after the
amendment of the Employments right act. The Employees of Marriott Hotel London facilities
with the overtime pay and paid leave policy. This is helpful to increase the employee's
satisfaction in Marriott Hotel London.
B) Health, safety and environmental measures that implemented in facilities operations.
Health and safety measures
The Marriott hotel London provide healthy and safety environment for their guests and
associates. This is there foremost priority and business goal. The Marriott Hotel London run
Well-being program which take care of their associates both at work and at home. They raise
awareness in employees mind from potential hazards. Through opening On-site-gym and fitness
centre for their Employees. They provide designated relaxation room for their employees in
order to do stress management and sleep (Choi, Wallace and Wang, 2018). They also conduct
sessions of mediation for their Employees Health. They provide the health nutrition diet through
eliminating the use of fryer in employee's cafeteria in Marriott Hotel premises.
Environmental measures
The Marriott Hotel London shows very responsible behaviour in order to protect the
environment. The Marriott Hotel run a Sustainability development program in order to reduce
the harm to environment. The Marriott Hotel London done responsible sourcing and provide
environmentally conservative business solutions. The Marriott Hotel London follow the
footprints of Hotel Carbon Measurement initiatives. The Marriott hotel London purchases the
Uniforms made from recycled polyesters which is transit from post- consumer plastic bottles.
The Management of Marriott London also give training to employees for environment safety.
C. Documentation required to account for compliance.
In order to measure health and safety in Marriott Hotel London the manager is responsible to
keep proper record of employees, working in the Marriott Hotel. This is the key responsibility of

manager of Marriott Hotel to make track record of relevant information of the employees such as
their age, family size, ethnicity and material status of employees. Through this documentation
the Marriott Hotel can employ the right staff on right place. The manager of Marriott Hotel
should document the statutory regulations in order to conduct the business activities of Marriott
Hotel. The manager instructs the operational management of Hotel Marriott about the Health,
Safety and environmental issues in the hotel premises. The operational management of Hotel
Marriott is to keep recording the instructions from Manager in order to maintain the statutory
regulations in Marriott Hotel London.
TASK 3
A) Effective system for processing information and to maintain communication-
There must be a proper system for communication between guest and hotel staff. So that,
facilities manager of Marriott hotel can obtain relevant information regarding the employees as
well as regarding guest. Marriott hotel should develop optimization system for hotel services.
This will help to promote communication between guest and employer as well between the staff
of hotel. Through implementation of optimization system in hotel, hotel manager can assign
responsibilities to maintenance department as well as to housekeeping department. It will help to
provide long lasting experience to guest, also help to improve the performance of staff.
Effective system of communication will help the manager of the company to collect information
related with, culture, society from which they belong, behavior of employees. It will also help in
offering holiday packages to the clients.
There should be a centralized database management system in the hotel. So that, employees will
get all the relevant information at one place. This will help the staff to perform the operations
efficiently. Success of the hotel depends on the effectiveness of communication system.
It will also help the employer to provide details to their staff and guest regarding various events
and ceremonies that will be happen in the hotel.
B) Control system required for effective facilities operations.
Facilities manager can implement various control systems for effective facilities operations of
Marriott Hotel.

Facilities Manager can implement Computerized Maintenance Management System (CMMS) for
effective management of facilities operations. It is a type of software that can be used in hotels
for scheduling the activities of staff related with facility equipment. The system will help facility
manager to track and monitor the day to day services of staff. Facility manager can integrate this
system with advance technologies to improve the effectiveness of facilities operations in the
hotel.
Information related with date on which work is performed by the staff, supply of inventory,
number of working hours etc. is loaded in the software to track the future operations. The system
will also provide performance report to facility manager to manage the use of resources of hotel,
for monitoring the effectiveness of operations etc.
Facility manager will use the software for optimum utilization of resources like material,
equipment, manpower and funds etc. for maintaining the equipment and facilities of hotel. It will
help the manager to control various process, controlling all the facilities right from acquisition of
material to sell of items like food and beverages etc.
C) Systems needed to support effective building management.
Hotels are very complex, maintaining the hotel is very complex task. It is very crucial to reduce
the complexity in the operations, improving the efficiency of the of hotel etc to improve
satisfaction of customers. Facility manager of Marriott hotel can implement various systems for
effective management of buildings (Ivanov Tsipoulanidis and Schönberger, 2017).
Facility manager can implement Eco Structure solution for management of buildings. This
software will help the manager to integrate all the services and systems of the hotel. The
software will help in integrating guest rooms, security of building, power, other control systems
related with the buildings of the hotel. It will reduce the operational expenses for maintenance of
building, reduce the grievances of guests through integration of all the systems.
The system will help in monitoring the use of energy, carbon dioxide for car parking etc. It helps
the facility manager to control the use of energy in the building.

TASK 4
A) Criteria to evaluate quality and effectiveness of facilities operations.
It is crucial for hotel to monitor and evaluate the effectiveness and quality of the operations.
There should be a proper system in Marriott hotel to evaluate the performance and quality of
services provided by the staff. To improve the quality of services of staff, facility manager offers
them various incentives so, they will be motivated to work.
Effectiveness of operations can be determined through proper anticipation and forecasting the
cost of operations in the future. So that, facility manager can implement controls to manage it.
Hotel must adopt advanced technology like, internet of things for providing services to guest so
that, quality of the service will improve. Quality of service is a subjective matter. It is important
to provide better quality services so that, hotel can retain its loyal customers.
There are various criteria to evaluate the effectiveness of facilities operations are as follows-
 How promptly the staff is providing their services to clients, reliability of information
etc.
 Effectiveness of services of staff in satisfying the needs of guest.
 Easily connecting with customers.
 Facilities available in guest rooms etc.
B) Procedure to analyze quality of facilities operations.
It is essential for a hotel to implement a process to analyze the quality of facilities operations.
The management of Marriott Hotel plays an important role in determining the quality of facility
operations by implementing control procedure, assigning necessary controls to support facility
manager in maintaining the output and quality of operations of the hotel. Quality of facility
operations can be improved by providing necessary training and development opportunities to
the staff so that, skills of employees will be improved for performing various operations