Facilities Operations Management Report: Responsibilities and Systems

This report provides a comprehensive analysis of facilities operations management, focusing on the responsibilities of a facilities manager within the context of the Holland Court Hotel, a low-performing UK hotel. It examines the operational aspects of building management, including legal regulations, maintenance, and security. The report also delves into the facilities manager's responsibilities towards customers, emphasizing customer needs, service, and communication. Furthermore, it explores the impact of facilities operations on employees and funding agencies, highlighting the importance of effective communication, control systems like budgeting and auditing, and building management systems such as fire alarms and CCTV. The report evaluates the quality and effectiveness of facilities operations, including setting targets, developing a vision, and analyzing procedures to improve services, aiming to enhance customer satisfaction and overall business performance.

Facilities Operation
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Responsibilities of the facilities manager for staff engaged in facilities operations........3
1.2 Responsibilities of facilities manager for operational aspects of building.......................4
1.3 Responsibilities of facility manager towards customers..................................................5
1.4 Impact of facilities operations of employees and funding agencies.................................5
TASK 2 (Covered in PPT)...............................................................................................................6
TASK 3............................................................................................................................................6
3.1 Development of effective systems for processing information and maintaining
communications......................................................................................................................6
3.2 Identify the control systems required for effective facilities operations.........................6
3.3 Discuss the systems needed by facilities manager to support effective building
management............................................................................................................................7
4.1 Evaluate the quality and effectiveness of facilities operations.........................................7
4.2 Procedures to analyze the quality and effectiveness of facilities operations....................8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
.......................................................................................................................................................10

INTRODUCTION
Facilities operations is the department which deals with routine activities. In operations
management all resources such as people, process, assets, etc. are managed in proper and
efficient manner. This department works to improve working style and take actions according to
consumer demand. In hospitality, this department is one of the essential component as it helps to
perform business operations to satisfy customers. Facilities operations manager plays vital role to
work in appropriate manner and make strategies to plan business operations in proper manner.
Facilities manager deals with various departments and motivate workers to work according to
market trends. This helps to improve quality of product and services and increase satisfaction
among customers. This report is based on Holland Court Hotel which is low performing hotel of
UK. Customers does not prefer to avail services from it, they have low occupancy. In this report
there is discussion about responsibilities of facilities manager, impact of funding agencies,
statutory rules and regulations, health and safety measures, documentation, etc.
TASK 1
1.1 Responsibilities of the facilities manager for staff engaged in facilities operations
Facilities operations are activities which are related to business routine work. It is
essential to take actions which are significant and effective for growth of business. As in
business operations, there are many activities which are essential for providing satisfaction. In
hotel there are various departments which are working to provide best services to customer. This
can be possible with joint efforts of various departmental heads. As per ISO norms
organisational functions are effective with integration of various resources such as people, place,
financial resources, etc. Operation's manager aim is to make improve working style and hence
there will increment in customer satisfaction.
Scope of Facilities management
Mainly facilities management has two main aspects i.e. Space and infrastructure
(construction, planning, organising), people and organisation (catering, serving, marketing).
These are main component which covers key working area of hospitality industry. At work place
there are possibilities that due to change in working style manager has to guide and direct
activities of various departments.
Role of facilities manager

Facilities manager plays vital role in performing business operations in effective and
efficient manner. Facilities manager is the person who plans and bridges gap between various
activities of Holland court Hotel. As this hotel is not performing well, so facilities manager has
to work according to market trends and take actions in effective and appropriate way. There is
requirement to maintain proper communication and interaction among various departments of
Holland court Hotel.
Clear description about job roles- facilities manager plays vital role in making job roles
clear to employees. It is effective for market growth and development. This helps to make
worker clear about their task and performance gets improved. e.g. Facilities manager of Holland
court Hotel mail concern person related to their task to be performed.
Smooth running of business- Facilities manager give direction to workers related to
change in working style. Facilities manager of Holland court Hotel give emphasise on working
style, so changes are effective for smooth running of hospitality activity. E.g. Managers of
Holland court Hotel regularly evaluate performance of workers to achieve positive outcome.
1.2 Responsibilities of facilities manager for operational aspects of building
Facilities manager works with approaches which are effective and significant for growth
of association. It is essential to make strategies which are effective for providing satisfaction to
customers who are visiting Holland court Hotel. Some roles of facilities managers are as under-
Legal law and regulations- There are some legal norms which has to be followed by
Holland court Hotel regarding premises. There must be proper licensing of building so business
operations does not get affected.
Maintenance and repair- There are many resources which are requirement to maintain
infrastructure of Holland court Hotel. e.g. If building of Holland court Hotel is on lease then
facilities manager must take care of building.
Mechanical and electrical system- In Holland court Hotel there is requirement of proper
and up- to- date facilities. As there is requirement of electricity 24*7, so optimal use of
electricity must be there. So lighting facility can be optimally served.
Security and reimbursement- Security is one of the essential aspect which customers
want the most at hotels. Facilities manager of Holland court Hotel can focus on security aspects.
To perform work with full efficiency, facilities managers can reimburse safety aspect to
authorised security agency. This helps to make performance up to the mark.

1.3 Responsibilities of facility manager towards customers
In business customers are one of the essential component as it helps to achieve target in
better manner. Customer satisfaction is essential to earn good profits. This can be performed with
the help of making changes in working style according to demand of customer and as per market
trends. Facilities manager has to perform various task for customers-
Identification of customer needs and wants: Facilities manager of Holland Court hotel
has to identify customer demand and provide appropriate services. This can be done with
continuous market analysis and taking feedbacks.
Customer service: As customer visits hotel, then after manager has to take reviews about
their accommodation or regarding food. This helps to make customers feel important part for
association. Negative reviews must be undertaken properly.
Continuous monitoring of pre- booking- As there is pre bookings in hotels, so it is
essential to make proper strategies to give best services. Facilities manager of Holland Court
hotel can contact to prospective customer related to any special demand and accordingly provide
services.
Proper Communication system: To provide customer satisfaction, there must be proper
communication system which helps in communication between Holland Court hotel staff and
customers. This communication system helps to understood customer's need and demand
properly.
1.4 Impact of facilities operations of employees and funding agencies
Facilities operations are both effective for employees in performing business operations
in appropriate manner. There are many changes which are taking place in business environment,
so facilities managers of Holland Court hotel helps to guide various departments and accordingly
take actions. There is requirement of training through which new changes can be learnt and
actions are performed in appropriate manner.
As there is requirement of finance to perform business operations in proper and efficient
manner. It is essential to make changes which are significant for growth and development of
business. There are many sources through which Holland Court hotel can raise funds, best source
must be selected.

TASK 2 (Covered in PPT)
TASK 3
3.1 Development of effective systems for processing information and maintaining
communications
Communication is means through which ideas can be shared with one another. In Holland
court Hotel there are many departments such as kitchen, HR, finance, etc. so it is essential to
select source of communication which is effective for smooth running of business. As there are
many changes taking place in business, so it is responsibility of facilities manager to deliver
exact information which is required by concern department. This can be possible with the help of
use of appropriate communication measure. These days there are many ways through which
manager can communicate officially. Some of them are- email, notice, intranet, etc. Telephonic
conversation is one of the most common and effective approach which helps to prior business
operations in appropriate and correct manner. In hotel there are various departments, so for
frequent feedback telephone is used with in premises.
In Holland court Hotel there is requirement of communication with the organization and
with customer. Customer which accommodate at hotel needs telephone to share their demands.,
so this can be done with the help of intranet also. It is essential to frame policies which delivers
authentic information. Facilities am,anger has power to operate mail of subordinates, so
possibilities of gossip will be less.
3.2 Identify the control systems required for effective facilities operations
Control is essential for performing business operations in appropriate manner. As there
are many ways through which facilities managers of Holland court Hotel control business
operations. Some of them are as under-
Budgeting: Budgeting is a management tool which help to perform business opaertions
in better and effective manner. In budgeting facilities manager perform planning for business
operations and according actions are taken.
Accounting and auditing: Accounting means systematic enter of business operations,.
Through accounting manager is able to know how much is spended in which area. While
auditing means checking of accounts. Facilitates manager of Holland court Hotel has to take help

of expert person which help to give view regarding correctness of accounts. This helps to make
stakeholders satisfied.
Operation and management procedures and controls: There is requirement of control
operations of Holland court Hotel, this helps to reduce cost. It is essential to take changes which
are effective and significant for growth of association. Services can be delivered in better and
effective way.
3.3 Discuss the systems needed by facilities manager to support effective building management
Hotel premises is one of the important component which helps to work according to
market trends. Some of the system used by facilities managers of Holland court Hotel is as
under-
Fire Alarm system: Fire alarm system is essential to make awareness in case of danger.
Facilities manger plays vital role using latest fire alarm system. This make employees and
customers safe at hotel building.
Plumbing system: plumbing system is essential to make proper drainage system within
building. This is effective for keeping building hygienic and it is beneficial for health too. As in
Holland court Hotel there is requirement of adequate amount of water so it is essential of water
so there must be proper storage system.
CCTV and monitoring systems: There is requirement of CCTV to keep eyes on activities
of various department. As there are various departments, so facilities manager can use CCTV to
monitor activities of subordinates. This improves that quality of working style.
Engineering systems: Holland court Hotel is big organization where changes in
infrastructure taking place, so facilities managers has to give emphasis on engineering
department.
4.1 Evaluate the quality and effectiveness of facilities operations
Holland court Hotel is not performing well because of lack of monitoring to concern
department. It is essential to work according to market trends and actions are taken to make
policies which are effective for giving best quality services.
Setting targets, objectives and plans: With the help of targets it is essential to set targets.
This helps subordinates to know what are requirements of customers and business operations are
performed accordingly. Goals must be set as per time and they must be achievable.

Development of vision and mission: There are some objectives for which Holland court
Hotel is working. Facilities manager must develop targets and objectives which can be achieved
on time. In case of change in goals and objectives facilities manager must convey to
subordinates.
Development standards for facility: There are many facilities which are provided by
managers of Holland court Hotel. It is essential to develop standards which are significant and
effective for organizational growth.
4.2 Procedures to analyze the quality and effectiveness of facilities operations
While of product and services are checked by consumer and then actions are taken to
perform business operations. Facilities manager must take provision of feedback from customers
and negative points has to be checked. It helps to make policies which are effective and
significant for growth of Holland court Hotel. Holland court Hotel deals in food,
accommodation, etc. so it is essential to make strategies through which change in services can be
judged. To make quality good it is essential to bridge gap between employee and organizational
goals and facilities manager must motivate to give best.
There must be use of online or offline source which help to know about positive and
negative reviews. To make good image in market, it is essential to give emphasis on
modification which are happening in business environment. Facilities manager must be ready to
accept changes and hence performance of Holland court Hotel gets improved in respect of
quality of product and services offered by them.
CONCLUSION
From the above discussion it is clear that facilities manager plays vital role in performing
business operations. Facilities managers make policies according to market trends and alterations
are beneficial for organisational development. Financial operations management is effective for
improving performance of overall organisation and take actions which are effective for making
changes in working style. There are some legal norms which has to be followed by association,
so manager alter business policies according to such laws. Communication is one of the essential
component which helps to convey correct information to concern department.

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Online
Communication Strategies, Systems, and Skills. 2018. [Online]. Available through:
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