Facilities Operation Management: Bankside Hotel, London

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FACILITIES OPERATION MANAGEMENT

Table of Contents
INTRODUCTION............................................................................................................................. 3
LO1.................................................................................................................................................4
1.1 ASSESSING THE RESPONSIBILITIES OF THE FACILITIES MANAGER FOR STAFFS WHO ARE
ENGAGED IN PROVIDING OPERATIONS FACILITIES........................................................................4
1.2 DISCUSS THE RESPONSIBILITIES OF THE FACILITIES MANAGER IN TERMS OF OPERATIONAL
ASPECT OF THE BUILDING..............................................................................................................6
1.3 ASSESSMENT OF THE RESPONSIBILITIES OF THE FACILITIES MANAGER TOWARDS
CUSTOMERS UTILISING THE FACILITY............................................................................................7
1.4 DISCUSS THE IMPACT ON FACILITIES OPERATIONS OF EMPLOYERS AND FUNDING AGENCIES
....................................................................................................................................................... 9
LO2............................................................................................................................................... 10
2.1 ASSESSMENT OF THE UK STATUTORY REGULATION WHICH AFFECT THE FACILITIES
OPERATIONS OF THE GIVEN HOTEL.............................................................................................10
2.2 DISCUSSION ABOUT HEALTH, SAFETY AND ENVIRONMENTAL MEASURES WHICH SHOULD BE
IMPLEMENTED BY THE FACILITY MANAGEMENT IN THE GIVEN HOTEL......................................11
2.3 DISCUSSION ABOUT THE DOCUMENTATION REQUIRED TO ACCOUNT FOR COMPLIANCE
WITH STATUTORY REGULATIONS AND HEALTH, SAFETY AND ENVIRONMENTAL MEASURES.....12
LO3............................................................................................................................................... 13
3.1 DEVELOPMENT AND DEPLOYMENT OF EFFECTIVE SYSTEM FOR PROCESSING INFORMATION
AND MAINTAINING COMMUNICATIONS.....................................................................................13
3.2 IDENTIFICATION OF THE CONTROL SYSTEMS FOR EFFECTIVE FACILITIES OPERATION IN THE
GIVEN HOTEL GROUP...................................................................................................................14
3.3 DISCUSSION ABOUT THE SYSTEM WHICH IS NEEDED BY THE FACILITY MANAGER TO
SUPPORT EFFECTIVE BUILDING MANAGEMENT..........................................................................15
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4.1 ESTABLISHMENT OF APPROPRIATE CRITERIA TO EVALUATE THE QUALITY AND
EFFECTIVENESS OF THE FACILITIES OPERATIONS.........................................................................16
4.2 IMPLEMENTING THE EVALUATION AND REVIEW PROCEDURES TO ANALYSE THE QUALITY
AND EFFECTIVENESS OF FACILITIES OPERATIONS AT GIVEN HOTEL............................................17
CONCLUSION............................................................................................................................... 18
REFERENCES.................................................................................................................................19
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INTRODUCTION
Facilities operations management (FOM) is the management concept which utilizes various
strategies so as to provide a significant advantage to the given organization (Roper and Payant,
2014). In the given study, a facility manager has been appointed for a newly built hotel named
Bankside hotel which has been situated in London. The manager would formulate a report
which would have all the necessary information regarding facilities provided in the hotel
industry. Furthermore, it would also have a discussion about their responsibilities, requirement
of systems and legal obligations which they have to follow so as to maintain and significantly
assess the quality of the given report.
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LO1
1.1 ASSESSING THE RESPONSIBILITIES OF THE FACILITIES MANAGER FOR STAFFS
WHO ARE ENGAGED IN PROVIDING OPERATIONS FACILITIES
There has been an important role played by the facility manager successfully implementing,
organizing and execution of the events. The given case study has been related to the charge
taken by the facility manager in the proper handling of the property of the given related hotel
in London. There are various responsibilities of a facilities manager towards their staff which
could be defined as follows:
TRAINING AND DEVELOPMENT
It is the responsibility of the manager to train their staff with respect to the facilities such as
technical and operational on a regular basis. With the proper training and development
program, there would be a creation of awareness among the staff so that they would be able to
follow the standard operating procedure and would easily get accustomed to all the functions
related to the hotel operations (Yengle and Kumar, 2018).
SMOOTH OPERATIONS
It is the duty of the facilities manager to ensure a smooth operation in the given hotel by
allowing proper allocation of the financial and human resources and operational facilities so
that there would be any shortage of the sources. In addition to this, they should resolve all the
issues and problems faced by their staff so that they would be able to provide their significant
contribution in the smooth functioning of the given hotel’s operations (Jacobs, 2011).
EMPLOYEE ENGAGEMENT
It is the responsibility of the manager to persuade its staff to participate and engage in the
decision-making process for the given hotel group and provide some valuable suggestions
which would help the hotel group to achieve its objectives in a significant manner.
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ROLE CLARITY AND JOB DESCRIPTION
The manager should clarify about the roles and responsibilities to their staff as per their job
description so that they would be able to carry out their job in a significant and appropriate
manner and without any issues (Roper and Payant, 2014).
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1.2 DISCUSS THE RESPONSIBILITIES OF THE FACILITIES MANAGER IN TERMS OF
OPERATIONAL ASPECT OF THE BUILDING
The operational aspect of the building of the given hotel should be taken into account so as to
effectively maintain the property of the hotel group. The responsibilities of the manager with
respect to the operational aspects are:
BUILDING MANAGEMENT AND OPERATION
It is the responsibility of the facility manager to have effective legal and statutory requirements
in case of proper building management. Furthermore, they would also fulfil all the aspects
related to these requirements which include notices, signage so that the given operation is
conducted in a smooth manner (Nikolskaya, et al. 2018).
STATUTORY COMPLIANCE
The facility manager should ensure that the license of the hotel should be renewed as per
mentioned in the law should ensure the hotel management that they are able to get timely
renewal of all the important licenses.
DEVELOPMENT OF EVACUATION PROGRAMS
The manager should be responsible enough to prepare its staff for all kind of emergency which
could be faced in future. This includes conduction of mock drills and evacuation programs so
that the employees would become accustomed to the proper and effective assessment of fire
evacuation and controlling equipment (Yengle and Kumar, 2018).
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1.3 ASSESSMENT OF THE RESPONSIBILITIES OF THE FACILITIES MANAGER
TOWARDS CUSTOMERS UTILISING THE FACILITY
It is the most important responsibility of the manager to ensure that all the customers who visit
the hotel should leave it with great satisfaction with the services provided to them Some of
these services provided to them as per the responsibility of the manager are:
PROVISION OF BETTER DEAL AND OPTIONS
The manager should satisfy the customers by providing them with better deals and options for
the services utilized by them. This would prove to be beneficial for the given hotel group as the
provision of the good and effective deal would help them to connect with their customers in a
cordial manner which in turn would ensure increased profitability and good brand image.
SERVICE MANAGEMENT
There should be a proper service management by the facility manager so that when the
customers would leave the hotel, there would not be any issues and grievances for the hotel
and should applaud the manager for providing good services which have satisfied their needs
and requirements in an effective manner (Lok, et al. 2018).
CUSTOMER SATISFACTION
The major role of any hotel group is to cater to the needs and requirements of their customers
in an appropriate and efficient manner so that they would be satisfied with the services
provided to them. Furthermore, the manager should create a feedback mechanism where the
customers should provide their experience either good or bad on them and which could be
assessed and improved by the management of the given organization. In addition to this, good
quality and delicious food should be served to the customers so that they would be able to
maintain their health and should register fewer complain (Miettinen, et al. 2018).
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SAFETY AND SECURITY ASSURANCE
The safety and security of the customers should be given paramount importance and proper
and efficient and safety devices should be implemented in the hotel so that there would be a
minimum amount of damage during the time of emergency.
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1.4 DISCUSS THE IMPACT ON FACILITIES OPERATIONS OF EMPLOYERS AND
FUNDING AGENCIES
There has been a significant impact on the employers as well as funding agencies on the facility
operation of the hotel group. For proper running and management of the hotel group, various
financial aids are provided by the funding agencies. Besides, a good agreement between the
suppliers and hotel management would help in the timely and efficient delivery of the goods
and services on a regular basis so that there would not be any shortage of the supplies.
Therefore, the management would be able to function in an effective manner if they are
properly funded by the funding agencies so that they would be able to handle their operation in
an effective manner. In addition to this, the management would not face any shortage of goods
and services if they maintain a cordial relationship with their suppliers and thus ensure no
outrage among the customers (Lok, et al. 2018).
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LO2
2.1 ASSESSMENT OF THE UK STATUTORY REGULATION WHICH AFFECT THE
FACILITIES OPERATIONS OF THE GIVEN HOTEL
The UK Statutory regulations and procedures clearly state that the hotel group has to adhere to
its strict policies so as to make its facilities operation a successful one. According to the given
law, hotel management has to follow all the rules and safety policies so as to ensure proper
implementation of the policies related to the environment. Moreover, the majority of the
policies which are implemented in the practices of the hotel group are based on the health,
safety and environment so the customers remain convenient in consuming their services. In
addition to this, the hotel group should fulfil ensure proper working of its function by
completing all the legal procedures related to the certificates and licenses. Besides, a proper
certification would ensure that the staff and owner could run the hotel in an appropriate
manner (Sparrow, 2018).
In order to have a smooth functioning of the hotel’s operation, an internal, as well as external
audit, should be conducted so as to follow the given procedure in a streamline and planned
way. The implementation of the safety and security facilities are essential as it would help the
hotel management to take care of personal hygiene and secure customers’ life during
emergencies such as a fire. Furthermore, there should be a license for serving alcohol,
installation of safety and security equipment and should have certification for performing light
and sound show. Furthermore, the company should provide employment to the certified staffs
only after completion of their training so that they would be able to perform their duty in an
appropriate manner. Besides, the employees would be treated with care and should be
provided with proper salary and perks without any discrimination as per the employment
(Zheng, et al. 2018).
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2.2 DISCUSSION ABOUT HEALTH, SAFETY AND ENVIRONMENTAL MEASURES
WHICH SHOULD BE IMPLEMENTED BY THE FACILITY MANAGEMENT IN THE
GIVEN HOTEL
There has been high priority provided to the health and safety of the people in the UK and thus
has strict law to protect its people. Thus, the government has enacted Food, Health and Safety
Act, 1974 so that all the industry including the given one must abide by it and should not violate
it or face strict punishment. Furthermore, various health, safety and environmental related
issues should also be adopted by the facility manager of the given hotel so that there should
not be any violation from their side as per the given law (White, 2018). These are:
 A regular pest control process should be implemented so as to prevent the attack of
cockroaches, termites and thus maintain hygiene so that the hotel would remain clean
and tidy. It would also ensure that there would not be any compromise from the
customers’ point of view regarding their health
 It should be made mandatory for a regular and routine check-up of the employees
working in an organization so that they would remain fit and would be able to perform
their duty in an effective manner
 A regular audit should be conducted in the hotel for identifying any flaws in the working
and remove in an efficient and rapid manner
 There should be a food testing procedure so as to test the quality and freshness of the
food before serving them for the consumption by the customers and thus maintain their
health and well-being (Humphries, et al. 2018)
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