Comprehensive Report: Facilities Operation Management in Hospitality

This report provides a comprehensive analysis of facilities operation management within the hospitality sector, using the Marriott hotel as a case study. It details the responsibilities of a facilities manager, including staff engagement, operational aspects such as maintenance and security, and customer-focused initiatives like communication and database management. The report examines the impact of employers and funding agencies on facilities operation and explores the deployment of effective information processing and communication systems, as well as the identification of necessary control systems, like budgeting and auditing. It also covers systems to support effective building management, such as CCTV and fire alarms. The report concludes with an evaluation of quality and effectiveness, including a review procedure for analyzing facilities operation, highlighting the importance of setting targets, implementing training, and continuous monitoring to enhance performance and customer satisfaction within the hotel environment. The report emphasizes the significance of systematic operation management for achieving effective profitability and productivity in the hospitality sector.

FACILITIES OPERATION
MANAGEMENT

Table of Contents
FACILITIES OPERATION MANAGEMENT...............................................................................1
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Responsibilities of the facilities' manager toward staff engagement....................................3
1.2 Responsibilities of facilities manager toward operational aspects........................................4
1.3 Responsibilities of facilities manager towards the customers...............................................5
1.4 Impact on facilities' operation of employers and funding agencies......................................5
TASK 2............................................................................................................................................6
Covered in ppt.............................................................................................................................6
TASK 3............................................................................................................................................6
3.1 Deploy effective system for processing information and maintaining communication.......6
3.2 Identification of the control system required for effective facilities operation.....................6
3.3 System required by a facility's manager to support effective building.................................7
4.1 Evaluate the quality and effectiveness of facilities operation...............................................7
4.2 Evaluation and review procedure to analyse the quality and effectiveness of facility
operation......................................................................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
For making the customers highly satisfied and happy in the hospitality sector, impressive
and high quality of facilities and services play a crucial role. For achieving effective success and
non-stop growth of business, organisation must focus on the quality of services and products
which it delivers to customers. With the help of systematic procedure of operation management,
organisation can easily improve the quality of products and services as well as eliminate wastage
from business (Bonanni and Cafazzo, 2014). Hence, in the hospitality sector, management
should focus on the operation management approaches and methods so that it can produce high
quality services and make customers satisfied. Present study is based on the sources and methods
through which hospitality organisation can improve its facilities and services for customers. In
addition to this, roles and responsibilities of facility manager in the hospitality sector have also
been discussed in this report.
TASK 1
1.1 Responsibilities of the facilities' manager toward staff engagement
Marriott hotels and resort is the international flagship brand of full service hotels and
resorts. It is the leading global lodging organisation with more than 6500 properties across 127
countries and territories. Organisation majorly focuses on the customer satisfaction so that it
believe in producing high quality of facilities and services for its customers. It desires to become
number one hotel and resort in the hospitality sector and this is the reason why it delivers
extreme high quality of services to its customers in the market as compared to other brand in this
industry.
In the hospitality sector, facilities management is one of the most significant aspects that
are considered by organisation for delivering effective services and facilities to clients. It refers
to the integrated management of multiple and interdisciplinary technologies, personnel, systems
and processes (Khan, Asghar and Zaheer, 2014). Main objective is to promote effective and
collaborative environment to achieve determined objectives at the workplace. In the scope of
facilities management includes contract management, human resource, health and safety, interior
design, energy management, maintenance, project management, organisation behaviour etc.
Marriott hotel's facility manager has to focus on the concept and scope of facilities management
so as determine objective can address in effective manner. Following are some responsibilities

and roles of facilities manager towards the staff engagement so as he/she can achieve target of
business-
 For staff engagement within Marriott hotel, facilities manager has responsibility to
motivate and encourage employees towards business goals by organising employee’s
welfare activities and programs.
 Facilities manager in Marriott hotel have another role is training and development. In
this aspect, he/she is responsible to identify the requirement of training within workforce
and organise this program so as personnel can improve their personality and
professionalism (Mahembe and Engelbrecht, 2014).
In Marriott hotel, facilities manager is needed to improve the quality of services by continuous
monitoring and controlling performance of workers. With the help of effective controlling and
monitoring, manager can become able to increase effectiveness of services and facilities in hotel.
1.2 Responsibilities of facilities manager toward operational aspects
Effective operation management is significant within the hotel through which quality of
facilities and services can be improved. Facility manager should fulfil their responsibilities
towards business operations so as determined objective can achieve within specified time. Some
responsibilities of facilities manager towards the operations of business are discussed as below- Proper maintenance and repair- Facilities manager must focus on the repairing and
maintenance of various resources, equipment and services at workplace. With the help of
proper repairing and maintenance, manager can produce high quality of services and
facilities of business and make customers happy and satisfies. Monitoring and auditing- This is another important responsibility towards the operations
of business in which facility manager must audit the internal and external environment of
business (Randeree and Chaudhry, 2012). He/she is also responsible for conducting
statutory audit at regular basis so that targets can be accomplished within specified time
period.
 Refurbishment and security- In this responsibility, facilities manager must have to look
upon the licences and certificate which are important for business operations. He/she
should maintain and keep the licences and certificate updated so that effective outcomes
can be gained.

1.3 Responsibilities of facilities manager towards the customers
In hospitality sector, customer is the king of market as complete growth and profitability
of organisation largely depend upon customer satisfaction. If customers are not happy then it will
directly affect the profitability of business. Thus, facilities manager has major responsibility to
make customers happy and satisfied. In Marriott hotel, facility manager has several
responsibilities towards the customers. These responsibilities are outlined as below: Delivering customer care- This is one of the most significant responsibilities of facilities
manager towards customers. In this responsibility, facilities manager must focus on the
actual requirements and needs of customers. Facilities manager should identify the actual
requirements and demands of customers regarding services and facilities of organisation
along with delivering services accordingly. Facilities manager should understand the
queries of customers and resolve same in an effective manner.
 Maintaining communication system and database- Facility manager should maintain
communication with customers on the online channels and solve their issues. In Marriott
hotel, facilities manager identify the reviews and feedbacks of customers regarding
existing performance of business. With the help of close connectivity and communication
with customers, facilities manager can easily increase existing performance of business.
1.4 Impact on facilities' operation of employers and funding agencies
In the hospitality industry, funding agencies and institutes plays a very crucial role which
help to organisation by provide them finance. In the market, there are various funding agencies
and institutes that delivers financial support to organisation in hospitality sector. Financial
organisation are that institutes that help to organisation in expanding its business and enhance the
quality and effectiveness of services and facilities (Ghosh, 2015). With help of funding agencies
and institutes, organisation in the hospitality sector can easily increase numbers of facilities and
arrangement for customer. As with help of these institutes, corporation can purchase new
infrastructure and technologies that helps in enhancing performance of business. If organisation
do not meet requirement of funding agencies then financial institution can get dissatisfy.

TASK 2
Covered in ppt
TASK 3
3.1 Deploy effective system for processing information and maintaining communication
In the hospitality sector, communication and interaction among the staff member and
customer is very important so as employees can understand actual requirement and queries of
guest regarding facilities and services. Regular interaction and communication among the
customers, staff member is very important within the hospitality sector by which issues and
queries can easily resolve in effective and efficient manner. Marriott hotel uses several kinds of
communication sources such as Email, mobile phone, telephone, social media, internet etc. With
help of impressive source of communication, organisation can transfer and share information
with client and solve their issues (Blanchard, 2010). Marriott hotel have presence on social
media where it can post its picture, images, video etc regarding facilities and services and
interact with customers. On the social media channels like Facebook, Twitter, Instagram etc
company can identify customer reviews, feedback and comments regarding services and existing
performance of business. In addition to this, Marriott hotel also uses management information
system and performance management system that is effective system of communication. With
help of these systems, organisation can manage and spread the information in effective and
efficient manner.
3.2 Identification of the control system required for effective facilities operation
In the hospitality sector, a systematic operation management plays a very crucial role by which
company can get effective profitability and productivity. With help of proper management of
operation, facilities manager can improve efficiency of services and facilities through which
Marriott hotel can develop competitive advantage (aur and Haase, 2015). For manage the
operation, control system is also very required within organisation by which quality can improve
within hotel. There are several kinds of control system that should install within hotel for
improve quality of services and services of Marriott hotel- Budgeting- Budget is very significant control system within organisation by which all
expenditure and income can effectively monitor. With help of effective budgeting,
organisation can forecast the future expenditures and required resources in the future. On
the basis of budgeting, company can take the effective decision of business.

 Accounting and auditing- This control system is related to the budget and financial
status of organisation. With help of these systems, financial performance of business can
effectively check and control (Arnulf and et.al., 2014).
 Operation and maintenance methods and procedure- In the Marriott hotel, operation
and maintenance method is another effective control system that assists in improving
quality of services and facilities. This system of controlling aid in manage and maintain
the operation of business through which customer can highly satisfy.
3.3 System required by a facility's manager to support effective building
Proper building management in the hospitality sector is very significant by which
organisation can address its determined objective in appropriate manner. There are various kinds
of system that support to effective building management. These systems are discussed below- CCTV monitoring system- This is the monitoring and observation system under which
higher management control and observe activities of all guest as well as employees. With
help of this system, organisation can keep track the activities of staff members and
customers (Agarwal and et.al., 2012). Fire alarm system- This is the system that will take care of fire and any emergency issue
and situation at workplace. This helps to organisation in emergency situation like fire so
that management can control it (Harwiki, 2013).
 Plumbing system- In this include water and other sanitary related process and services.
This system helps to hotel by manage all plumbing regarding services and features.
4.1 Evaluate the quality and effectiveness of facilities operation
Effective facilities and operation in the hospitality sector is very important by which
business organisation can improve its profitability and customer services. If hotel have high
quality of facilities and operation then it helps in increase competency and competitive
advantage of business (Ghosh, 2015). Facility manager have to set the criteria that would
evaluate the effectiveness and quality of facilities operation. The criteria are discussed below- Set the target and aim- This is the first stage under which facility manager of Marriott
hotel have to design aim and objective of business. Manager should design aim of the
operation so as it can achieve business target. Implement training and development program- In the Marriott hotel, manager should
design the strategy of training and development after design the aim of operation. In this

stage, company provides opportunity to employees for improve their personality and
criteria of working so as they can improve profitability and productivity of business. It is
very important for facility manager to select training and development program either it
is on the job training or off the job training (Iqbal and Sharma, 2012).
 Controlling and monitoring performance- In this stage, facility manager finally control
and monitor the performance of personnels after training and development.
4.2 Evaluation and review procedure to analyse the quality and effectiveness of facility operation
By the above discussion it has ascertained that Marriott hotel can adopt systematic
procedure for operation through which quality and effectiveness can improve. A systematic
evaluation and review procedure helps to identify the drawback and advantages of the
implemented process within organisation (Park and el.at., 2014). With help of this process,
facility manager can improve quality of business and deliver high level of customer satisfaction.
This above process helps to business unit in increase growth and progress and employees can
also able to increase their personality and professionalism.
CONCLUSION
By summarising the entire report it has been concluded that quality system within the
hospitality sector plays a very crucial role through which Marriott hotel can improve customer
services and customer satisfaction. It has been also concluded that for improve the quality of
operation in the hotel, facilities manager have several responsibilities and role toward the
customer, employees and employers.

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