Facilities Operations and Management Report: Hotel Industry Analysis

This report provides a comprehensive overview of facilities operations and management, primarily within the hospitality sector. It begins by outlining the responsibilities of a facilities manager towards staff, operational aspects, and customers, emphasizing the importance of staff motivation, maintenance, and customer satisfaction. The report then delves into statutory regulations, health, safety, and environmental measures, along with the required documentation for compliance. It presents effective systems for information processing, communication, and control, as well as building management systems. Furthermore, the report establishes criteria for evaluating the quality and effectiveness of facility operations, including the use of quality matrixes and target setting. The analysis also considers the impact of employers and funding agencies on facilities operations, highlighting the importance of efficient management and adherence to regulations. Overall, the report aims to provide a detailed understanding of the multifaceted role of facilities management in ensuring smooth operations and customer satisfaction within the hotel industry.

Facilities Operations and
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 the facilities manager has for operational aspect ...................................4
1.3 Responsibilities of the facilities manager has towards the customer for facility..................4
1.4 Impact on facilities operations of employers or funding agencies........................................5
TASK 2............................................................................................................................................6
2.1 Presenting the statutory regulations that affect facility operations.......................................6
2.2 Presenting health, safety and environmental measures that must be implemented in a hotel
.....................................................................................................................................................6
2.3 Documentation required to account for compliance with statutory regulations, health,
safety and environmental measures............................................................................................7
TASK 3............................................................................................................................................7
3.1 Present an effective system for processing information and maintaining communication...7
3.2 Control system required for an effective facilities operations..............................................8
3.3 Presenting system needed by a facility manager to support effective building management
.....................................................................................................................................................8
4.1 Presenting criteria to evaluate the quality and effectiveness of facility operations..............9
4.2 Review procedure to analyses the quality and effectiveness of facilities operations.........10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Operations and management plays an important role in business environment. The
present report deals with various scenarios. The report mainly introduces a new culture of
organizational responsibility. It assesses the responsibilities of a facility manager for staff
engaged in operations and also examines various roles of manager play in operational aspect of
the building as well as towards the customers. Report presents the impact on facilities operations
of employee or funding agencies and also describes the statutory regulations that will affect
operations. It describes health, safety and environmental measures that should be implemented
by facilities manager. It also presents an effective system for processing information and
maintaining communication. The report help to identify control system required for effective
facilities operations and also describe system needed by facilities manager to support an effective
building management. The report present appropriate criteria for the evaluation of the quality
and effectiveness of operations management.
TASK 1
1.1 Responsibilities of the facilities manager for staff engaged in facilities operations
Facilities management is a profession that provides multiple controls to enhance the
functionality of an organization by proper interaction with people. The main goal behind the
facility management is to enhance the level of performance and create positive environment in
order to meet and fulfill the key objectives and needs of an organization. The scope of facility

management in UK is wide and according to Kincaid theory, facility management plays a
supportive role and it is the basic part of hospitality industry (Pishdad-Bozorgi and et.al., 2018).
Facility manager has various responsibilities towards their staff such as:
 Facility manager always monitor the work done by staff is completed and satisfactory or
not.
 Facility manager coordinate and lead the team in positive direction in order to meet
objectives and aim of a company.
 Facility manager always try to keep their staff safe from any problems and try to resolve
their problems.
 They always try to maintain good relationship with their staff because he knows that they
are the key term for an organization.
 Manager always try to support their team and create plans for any necessary replacement
and repairs.
 Manager always give directions and keep good coordination with their staff. Manager
provides training session to their weak staff and develops enthusiasm so that they help to
achieve desired targets (Kang and et.al., 2018).
 The main responsibility of facility manager is to give support and motivation to their staff
in order to achieve targets.
1.2 Responsibilities of the facilities manager has for operational aspect
Facility manager plays an important role in operational aspect of hospitality industry.
Various roles of facility manager are mentioned below:

Accessibility: it is the main role of facility manager in the context of hospitality industry. It
mainly focuses to provide the best means of services to their customers as well as the staff.
Manager develops access strategies in order to smooth running of a company.
Maintenance and Repair: it is another important role, which facility manager play in building.
Manager always tries to maintain the dignity of a company in front of others. They try to repair
all the things if found damages in the building (Hanke, 2018).
Refurbishment and Security: security is another key role play by facility manager. They
always keep the data confidential so that no other person gets to know about the actual status of a
company.
Plans related to emergency case: He must develop some important plans related to safety of
building as well as staff such as to make sure that fire extinguisher are installed in the premises.
Statutory Compliance: it is related to all legal terms. He makes sure that the entire certificate
related to building should be renewed in the context of hospitality industry. Managers’ keen
responsibility is related to renewal of the license and certificate, which should be confidential
(Resposibility of facility manager,2018).
Illustration 1: Facility management

1.3 Responsibilities of the facilities manager has towards the customer for facility
Facility manager has another responsibility towards customers. They should make sure
that all the customers should be satisfied with their work and the responsibilities towards their
customers are mention below:
 Provide customer care: to complete or fulfill all the needs related to customers is the
basic and most important responsibility of facility manager. Proper care should be
provided to all customers whether they are new or regular for the industry.
 Proper communication with customers: proper communication should be there at the
time of dealing. Facility manager should provide all the latest offers and deals related to
customers through proper communication system. Through proper advertisement and
many promotional activities only, people get to know about their new offers and
discounts (Hugos, 2018).
 Customer satisfaction: it is the responsibility of Facility Managers to satisfy their
customers by providing the best quality of services. Taking feedback from people is a
way to know their level of satisfaction. In the context of hospitality sector, it has been
analyzed that people wants a good and hygienic place to live where they need healthy
food.
1.4 Impact on facilities operations of employers or funding agencies
Through funding agencies, facility operations are widely affected. In the context of
hospitality industry, operations are directly affected, which leads to delay in decision making and
delay in execution of any new laws for the welfare of a company. Facilities operation will always
help to keep a control on overall operations and for the smooth running of business. Using funds
from partnership will lead to delay in decision making and overall it creates the negative impact
on the business environment (Shojaei, Moud and Flood, 2018). In hospitality sector, there are
management boards and trustees who will look after all activities of employees and get report
from facility manager. The funding agencies will always remain satisfied with work because
there is no other illegal proceeding required and they provide capital in order to keep operations
of hospitality industry proper in any state.
As private and public ownership of facilities create positive impact on the facilities of
operations because these provide extra facilities and due to this facility manager should not look
done extra care or management in the premises. Similarly funding agencies or local authority

should provide facilities and help management in order to serve best result to the customers and
staff so that this will create positive impact in a market.
TASK 2
2.1 Presenting the statutory regulations that affect facility operations
Enclosed in PPT
2.2 Presenting health, safety and environmental measures that must be implemented in a hotel
Enclosed in PPT
2.3 Documentation required to account for compliance with statutory regulations, health, safety
and environmental measures
Enclosed in PPT
3.1 Present an effective system for processing information and maintaining communication
To maintain good communication and information, it is necessary to develop new and
effective system in the premises that help to create a good communication system with the staff
as well as customers. These can be done by various options which are mention below:
 for better communication, managers should provide walkie- talkie that will help to
communicate in better way.
 A good technical devices must be provide to while staff so that they can communicate
with upper authority as well as customers also (Atkin and Brooks, 2014).
 Proper information must be updated in social sites or websites so that visitors can easily
communicate to the particular hotels.
 A separate manager should be hire who responds online booking and create an effective
communication system.
 To communicate properly with the office staff, every room should be facilitate with
telephone exchange in order to communicate directly.
3.2 Control system required for an effective facilities operations
Every hotel in hospitality industry, proper control system must be installed in order to
provide the effective facilities operations and this are mention below:
 proper budgets system should be implement because it will help to check the proper cash
flow in the particular time period. Facility managers must assign proper budget to each
department so that they have proper control over the expenditures.

 Accounting system and auditing system must be used by the hotel in order to check the
financial status. Through auditing, operations are easily control and all the staff,
managers must be familiar about all the terms and conditions related to the accounting
system (Roper and Payant, 2014).
 Hotel should implement proper sales audit and make the checklist that help to identify
about the practices or tactics run in an organization.
 Hotel should implement equipment and resource control that will help to take control of
all the machines as well as equipment and make automatic system so that it will off when
not in use.
 Proper planning and scheduling will be helpful to make control over other equipment.
Future planning should be highly appreciable and this will definitely help to ensure the
performance level of a company.
3.3 Presenting system needed by a facility manager to support effective building management
For an effective building management, various types of system are required by the
facility managers such as :
 proper fire alarm must be installed in the hotel premises which help to take control over
the fires and help to protect complete staff as well as customers (Gerszberg and et.al.,
2016).
 Proper electricity and plumbing facility must be installed because this will help to protect
from any big disasters.
 Whole premises should be monitor and proper observations system must be installed
through CCTV. This system help to keep tracking all the people and monitoring the entry
/ exit of customers.
 Automatic operations and maintenance system must be installed in order to check the
activity and attendance of staff.
 Proper security and systems of observations must be installed in order to protect and
keep all the data confidential.
 HVAC system must be installed in hotel because it will take care the operations related to
air conditioning and other practices in the hotel premises.
 Proper engineering system must be installed because it will help to take care all the
valuable machines and other equipment (May and Williams,2017).

4.1 Presenting criteria to evaluate the quality and effectiveness of facility operations
For a facility manager, it is necessary to evaluate the quality and effectiveness of facility
operations and it will be done through many methods which are mention below:
 using quality matrix, facility manager can detect the performance and effectiveness of a
company. This method is generally used in hospitality industry and helpful to develop
testing solutions (Pishdad-Bozorgi and et.al., 2018).
 With the help of setting target, objective and plans this will help to monitor all the
functions and programs that are run in a hotel and help to improve the quality and
effectiveness of a firm. As this matrix did not required any man to operate as this is an
automatic program that help to evaluate the quality and effectiveness of a system.
 Hilton hotel should implement or develop vision, mission and standards in order to track
the process and quality of effectiveness of a hotel.
 Using qualitative and quantitative methods, can check the effectiveness and quality of the
operations (Kang and et.al., 2018).
4.2 Review procedure to analyses the quality and effectiveness of facilities operations
It is necessary to review whole procedure and then analyses the quality and effectiveness
of all the facilities operations and this can be done by taking feedback from customers through
online and offline mode. Quality and effectiveness are two things which should be compared and
after comparing take proper review using oral and written mode of feedback. Feedback is the
best method that will help to determine the strength and weaknesses of the system. After taking
proper feedback, try to implement those into a system so that customers may feel the accuracy
and relevancy of staff (Hanke, 2018). There is a need to take review because it will help to assess
the deficiency in order to overcome from it. Facility manager must have all the information and
knowledge about the whole system and it he did not then there is need to give training related to
system. An automatic checklist should be made in order to keep track all the practices,
operations and tools in the premises. Recommendations and improvements must be done in all
the damaged property and it is the responsibility of facility manager to keep monitoring all the
activities as well as equipment. The manager should have enough knowledge in order to give
direction and motivation to their staff members.

CONCLUSION
By summing up above report it is concluded that operations and management plays an
crucial role in hospitality industry. The report focus to understand the professional scope of
operations and management in the business area. It had been concluded that facility manager is
play a key role in hospitality industry. The report help to present the responsibilities of facility
manager for staff as well as customers too. It also describe the responsibilities of facility
manager for the operational aspect of building such as accessibility, mechanical and electrical
system etc. The report also concluded that hotel must implement statutory regulations, health and
safety laws and environmental measures. It also present the documentation required for
compliance with all the laws and regulations. Report develop an effective system for processing
information. maintaining communications and identify various control system required for an
effective facilities operations.

REFERENCES
Books and Journals
Atkin, B. and Brooks, A., 2014. Total facility management. John Wiley & Sons.
Gerszberg, I. and et.al., 2016. Facility Management Platform For A Hybrid Coaxial/Twisted Pair
Local Loop Network Service Architecture. U.S. Patent Application 14/869,283.
Hanke, B., 2018. Controlling der Facility Management-Anforderungen. Praxishandbuch Facility
Management, pp.271-332.
Hugos, M. H., 2018. Essentials of supply chain management. John Wiley & Sons.
Kang, Y.J. and et.al., 2018. Design of Public key based Mutual Authentication Protocol for
Public Facility Management. International Information Institute (Tokyo).
Information. 21(1). pp.33-40.
May, M. and Williams, G., 2017. The Facility Manager's Guide to Information Technology.
International Facility Management Association.
Pishdad-Bozorgi, P. and et.al., 2018. Planning and developing facility management-enabled
building information model (FM-enabled BIM). Automation in Construction. 87. pp.22-
38.
Roper, K. and Payant, R., 2014. The facility management handbook. Amacom.
Shojaei, A., Moud, H. I. and Flood, I., 2018. Proof of Concept for the Use of Small Unmanned
Surface Vehicle in Built Environment Management. In Construction Research Congress
2018 (pp. 116-126).
Online
Resposibility of facility manager. 2018. [Online] Available through:
<https://www.prospects.ac.uk/job-profiles/facilities-manager>