Facilities Operations Management: A Comprehensive Report Analysis

This report delves into the multifaceted aspects of facilities operations management, focusing on the responsibilities of a facilities manager within the context of a hospitality environment, specifically the Marriott Hotel. It examines the manager's duties towards staff, customers, and the operational aspects of the building, including maintenance, security, and accessibility. The report also explores the impact of employers and suppliers on facilities operations and emphasizes the importance of effective communication and information processing systems. Furthermore, it discusses control systems for efficient operations and building management, highlighting the role of technology. The report concludes with an analysis of quality and effectiveness in facilities operations, including procedures for evaluation, such as checklists, customer feedback, and staff training. Overall, the report provides a comprehensive overview of the key elements of successful facilities operations management within a hotel setting.

Facilities Operation
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
AC 1.1 Responsibilities of Facilities manager............................................................................1
AC 1.2 Facilities manager responsibilities toward operational aspect of building.....................2
AC 1.3 Facilities manager responsibilities towards customers...................................................2
AC 1.4 Impacts of employers on facilities operations................................................................3
Task 2...............................................................................................................................................3
Task 3...............................................................................................................................................4
AC 3.1 Effective system for communication and information processing.................................4
AC 3.2 Control system for effective facilities operations...........................................................4
AC 3.3 Systems for effective building management..................................................................5
AC 4.1 Quality and effectiveness of facilities operations...........................................................5
AC 4.2 Procedures for analysing quality and effectiveness of facilities operations...................6
Conclusion.......................................................................................................................................7
References........................................................................................................................................8

INTRODUCTION
Facility operations refers to the integrated discipline of various aspects such as personnel,
processes, systems and technologies. In this report the responsibilities of facility manager
towards its staffs, customers and operational aspects of building is been studied. The effect of
statutory regulations on the facilities operations and various measures taken for health and safety
in hospitality sector. What are the various documentation required for compliance with the
statutory regulations. Effective system for processing informations and communicate in the
organisation. Procedures for analysing the effectiveness of the facilities operations.
TASK 1
AC 1.1 Responsibilities of Facilities manager.
Facilities management refers to discipline of management which focuses on effective and
efficient integration of place, people, process, etc. within the built environment (Curtis, 2017).
There are various scope of facilities management which are given below: Hospitality management Communication Operations and maintenance Risk management Project management Human factor
Facilities manager is a person who is responsible for organizing the workplace and meet
the requirements of employees through managing all functions of the Marriott Hotel. Facilities
manager support hotel's core business and ensure the building met the requirement of the people
in the organisation (Jacobs, Chase, and Lummus, 2014). There are various responsibilities that a
Facilities manager towards its staff are explained below: Handling emergency situations: Facility manager is responsible for managing any of the
emergencies that would arise in Marriott hotel regarding the safety and security of the
staffs in the organisation. Developing future plans: Facility manager make sure that the present facilities in the
hotel is appropriate for their employees. They determine the future needs in the
organisation and develop training for the staffs to improve their performance.
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 Managing daily operations: Facility manager ensures that the day to day operations or
functions of the hotel is been conducted smoothly without any jargon. They assign the
staffs various functions or jobs that they have to perform and inspect their work (Roper
and Payant, 2014).
AC 1.2 Facilities manager responsibilities toward operational aspect of building
The various responsibilities of Facilities manager toward the daily operations regarding
building are discussed below: Refurbishment and security: It is the responsibility of the Facility manager for creating a
secure and safe environment for the customers of Marriott International and develop an
attractive environment, through regular inspection of the building. Maintenance and repairs: Facility manager checks the all equipments and the building
for determining any need for maintenance of any objects used in the operations in hotel
and for any repairs needed in the building or anything else in the hotel for the safety of
staffs and customers (Atkin and Brooks, 2014). Accessibility: Facility manager looks for that the all the functions or places within the
building and services in the hotel are easily accessible for the customers. For example-
Spa, gym, dinning, etc. should be easy for the customers to find, every thing should be
labelled and instructions to reach there should be displayed Mechanical and Electrical Systems: Whether all the mechanical and electrical systems
in hotel are functioning properly or it needs repairs is the responsibility of the facility
manager.
AC 1.3 Facilities manager responsibilities towards customers
Customers are the vital aspect for an organisation as without considering them no
business can have success. Facilities manager identifies and acts to improve the facilities
provided to customers (Laudon and Laudon, 2016). Below discussed are some responsibilities
towards the customers: Identifying needs and expectations: The need and expectations of the customers are been
analysed and assessed by the facility manager who would them with the help of the
management takes decisions regarding to the findings.
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 Customer care: Facility manager provides or looks for giving proper customer care
support for their customers. Marriott Hotel facility manager take various steps to provide
effective support to their customers and takes feedback and suggestions from them. Sales and Booking: Facility manager also responsible for activities regarding the sale
and booking in the hotel. They provide facilities for the easy and time saving booking
process to their customers.
 Communication: Communication act as a blood line in a hospitality business. It is
necessary to have an effective communication in the organisation. Facilities manager
ensures that there is a proper flow of communication in the hotel (Hugos, 2018).
AC 1.4 Impacts of employers on facilities operations
Employers and funding agencies are those who takes major decisions like deciding the
capital for the organisation and facilitates in various operations. They help in conducting
different researches and allots projects. If the employer is of private sector then there would be
limited capital investments in the hotel or if the employer is public sector then the capital
involved would be unlimited for different facilities operations (Voyles, 2015).
Marriott International have various suppliers for their hotels who have major impact on
the facilities of the hotel. If the suppliers supplies different products to the hotel at high price
then the customers would have to pay higher for their facilities. Marriott has to ensure that the
products supplied by their suppliers are of good quality as it would affect their facilities
operations.
Task 2
Covered in PPT
Task 3
AC 3.1 Effective system for communication and information processing
For success of every business there must be an effective system for communication and
processing information. A good communication act as a blood for an organisation. It helps in for
properly instruct the decisions made by the management to the staffs and employees. For an
effective communication in the Marriott International various systems of information processing
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and communication can be developed and implemented. For proper information processing the
manager should use proper information storing database systems, which could properly and
effectively store the information and can be easily reviewed whenever we want to use the
information and can interpret the information in appropriate manner so that it could be easily
understandable to the user of the information (Yao and Schwarz, 2017).
For better and effective communication system manager of Marriott should use an
appropriate communication techniques or methods for sharing informations such as decisions
taken by the management and suggestions by the employees. Formal communication can be used
with informal communication to transfer informations within the hotel. Email system can be used
for communicating with the top management and to communicating with the employees informal
with some formal communication can be used.
AC 3.2 Control system for effective facilities operations
Proper responsibilities, safety and management of keys are the largest priority in daily
operations facilities and housekeeping. The Latest technology help the Marriott hotel facilities
manager safely manage all responsibilities in fix time period and create friendly system for quite
easy check in and check out process. Electronic key facility is the best security key. This
electronic system tracks the keys' location and maintain record who took your keys and when.
For the store an electronically controlled steel door use and inside entry strictly prohibited, only a
valid person can open store. Key system give a proposal to key management system to keep
variety of key sized and combination of keys according to needs (Roberts and Shea, 2017). The
Newest technology provide facilities to operations that they can easily observe their staff
moments. How hotel staff work and who is taking job accountability for granted and not
performing well. But some times these facilities misused by workers. Management keep their
eyes with the help of CCTV cameras on worker activities during working hours. Rotate worker
shift and department control their activities and give an opportunity to do their work effectively
and get growth.
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AC 3.3 Systems for effective building management
Facilities manager and their staff with a mutual understanding build a strong and effective
management (Curtis, 2017). Marriott hotel facilities manager can prepare a long term develop
management with the help of FMIS model-
 IT infra consisting the intranet of company, a local network in FM department, internet
play important role.
 A computerized management help the facilities' manager to complete their work within
minimum time.
 Planning and management system for capital renewal tracking and maintenance of
required equipments.
 Make an organizational website and linked page for the clients and managers.
 With the use of the newest technology online service request and customers queries build
the effective management system.
 Before technology was introduced all record maintain by manually. But use of
technology management mange records technically and free to do other work
responsibilities.
In today's world to work effectively and qualitatively and build an effective management use of
technology is compulsory. Via use of technology, manager notice day-to-day work records of
employees and keep a clear record. An effective building management is the result of facilities
manager efforts and support of technology. Without help of technology a management can't do
their work (Jacobs, Chase, and Lummus, 2014).
AC 4.1 Quality and effectiveness of facilities operations
The quality and effectiveness for the facilities operations can be measured through the
inspection of day to day operations in the hotel. Whether the operations daily objectives and
goals are been met or not. To know the effectiveness of the facilities operations the manager of
Marriott prepared a checklists in which he would check the daily functions of the facilities
operations. For example it is checked whether the hotel is been properly cleaned or not, rooms
are been properly arranged, foods processed in the hotel is been checked, ensuring the proper
functioning of electrical and mechanical equipments, etc. Check listing properly each and every
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aspects of facilities operations can help to know the quality and effectiveness of facilities
operations in the hotel (Roper and Payant, 2014).
Feedbacks and suggestions taken from the customers can also helps in determining the
effectiveness of the facilities operations. As they are the one for whom the facilities are been
provided. The suggestions and feedback from the customer can help the manager to improve the
facilities operations in the organisation.
Trained and skilful employees and staffs in an organisation can also act as a factor for
successful and effective facilities operations, as they are the ones who have to provide facilities
directly to the customers. If there are trained staffs in hotel then the customers would be satisfied
with the facilities (Atkin and Brooks, 2014).
AC 4.2 Procedures for analysing quality and effectiveness of facilities operations
There are various procedures for analysing the quality and effectiveness of the facilities
operations. For an effective facility operations the management should consider some of main
aspects such as designing the requirements of the work and its processes and the goals to
achieve, utilization of resources for performing the job, identify and develop material, technical
and administrative support system, managing the whole process for regular improvement
(Laudon and Laudon, 2016).
Firstly the various works or functions involved in the hotel is been identified and
developed and what are the requirements or necessity of different work in the organisation. It
would help to determine the functions done in the organisation and the various functions to
evaluate each job separately for their effectiveness. Then the goals for the each functions and
work is been determined that they have to achieve, this helps the manager to compare the
standard target with their achieved targets for determine whether there is any need for
improvement (Hugos, 2018). The manager of the Marriott International evaluate or ensures that
the resources are been fully utilized for performing different work or tasks. Then the various
aspects such as materials, technical and administrative infrastructure that would support in the
functioning of various activities and functions of hotels. And then managing the entire process
involved in the facilities operations and then taking appropriate measures and tools for
improving the facilities operations in the hotel.
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Conclusion
From this report we get to know that the facility manager in an organisation have various
responsibilities towards their staffs, for operational aspects of building and towards the
customers who are using the facilities. There are various effects of private and public ownership
of facilities in the operations. Country's laws and rules have an major impact on the facilities
operations. Safety and health related measures are to be taken by the manager for providing
appropriate facilities to their customers. There should be and effective system of information
processing and maintaining communication in the organisation. Different criteria for evaluating
the quality and effectiveness of facilities operations should be adopted by the organisation.
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References
Atkin, B. and Brooks, A., 2014. Total facility management. John Wiley & Sons.
Curtis, P.M., 2017. Facility operations management and mobile systems. U.S. Patent Application
15/284,958.
Hugos, M.H., 2018. Essentials of supply chain management. John Wiley & Sons.
Jacobs, F.R., Chase, R.B. and Lummus, R.R., 2014. Operations and supply chain
management (pp. 533-535). New York, NY: McGraw-Hill/Irwin.
Laudon, K.C. and Laudon, J.P., 2016. Management information system. Pearson Education
India.
Roberts, C. and Shea, L.J., 2017. A theory of lodging: Exploring hotel guest behavior. Journal of
Hospitality & Tourism Research, 41(4), pp.389-392.
Roper, K. and Payant, R., 2014. The facility management handbook. Amacom.
Voyles, J.W., 2015. ARM Operations and Engineering Procedure Mobile Facility Site
Startup (No. DOE/SC-ARM-14-016). DOE Office of Science Atmospheric Radiation
Measurement (ARM) Program (United States).
Yao, Q. and Schwarz, E.C., 2017. Transnational venue management corporations and local
embeddedness: A case study on the Mercedes-Benz Arena in Shanghai,
China. International Journal of Sports Marketing and Sponsorship, 18(1), pp.70-80.
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