Facilities Operations Management Report: Hotel Mondrian Case Study

This report provides a comprehensive overview of facilities operations management, using the Hotel Mondrian in London as a case study. It details the responsibilities of a facilities manager towards staff, operational aspects of the building, and customers, along with the impact of employers and funding agencies. The report further explores statutory regulations affecting facilities operations, including data security, labor management, and health and safety policies, and outlines essential health, safety, and environmental measures to be implemented. Additionally, it addresses the documentation required to measure environmental and sustainability issues. The report concludes by examining the development of effective information processing and communication systems, control systems, and systems needed for effective building management, along with criteria for evaluating the quality and effectiveness of facilities operations.

FACILITIES OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Responsibilities Of The Facilities Manager For Staff Engaged In Facilities Operations.....1
1.2 Responsibilities A Facilities Manager Has For Operational Aspects Of The Building.......1
1.3 Responsibilities Of Facilities Manager Towards The Customers Using Facilities...............2
1.4 Impact On Facilities Operations Of Employers And Funding Agencies.............................3
TASK 2............................................................................................................................................3
2.1 Statutory Regulations That Will Affect Facilities Operations.............................................3
2.2 Health Safety And Environmental Measures That Must Be Implemented By A Facility
Manager.......................................................................................................................................4
2.3 Documentation required to measure environmental and sustainability issues.....................5
TASK 3............................................................................................................................................5
3.1 Development Of Effective System For Information Processing And Communication
Maintenance................................................................................................................................5
3.2 Control Systems Required For Effective Facilities Operations...........................................6
3.3 Systems Needed By A Facilities' Manager To Support Effective
Building Management................................................................................................................7
TASK 4............................................................................................................................................7
4.1 Criteria To Evaluate The Quality And Effectiveness Of
Facilities Operations...................................................................................................................7
4.2 Evaluation And Review Procedures To Analyse The Quality And
Effectiveness Of Facilities Operation........................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................8

INTRODUCTION
Facilities operations management refers to all the people, processes and assets that are
required to do what is designed to be done. These normally include daily operations,
considerations or any improvement and maintenance needed in the future. This assignment will
consist of operational responsibilities of a facilities' manager for staff, customers and employers.
Understanding of all the legal, safety, health and environmental obligations addressed by
facilities operations. Different range of administrative systems will be addressed to support
facilities operations and at last appropriate criteria to carry out evaluation and review of the
quality and effectiveness of the facilities will be explained. All the task will be explained with
the help of Hotel Mondrian as an example which is located in London.
TASK 1
1.1 Responsibilities Of The Facilities Manager For Staff Engaged In Facilities Operation in
Hotel Mondrian
A facility manager is basically an individual who is in charge of daily maintenance,
system management, or upgrades. There responsibilities towards staff involved in facilities
operations are:
 To give proper training to those staff for their development and explain job roles and
responsibilities also train them to use all the products and equipmentsequipment’s.
 To keep their staff safe,
 Facilities Manager need to respond quickly and appropriately to all the urgent issues and
also they need to deal with all the consequences like discrimination, legal issues, equal
opportunities and many more (Atkin and Brooks., 2014).
 Facilities Manager need to supervise their staff and check if they fulfil their
responsibilities and is someone do not fit for the role then they can dismiss that person
 Facilities Manager also need to have time management skills to manage their staff
working time
 Facilities Manager need to have team working skills so that they can motivate and lead
other staff members engage in facilities operations
 They need to make confident decisions so that can manage all the work done by their
staff and even explain, help them in understanding their work
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 They also need to do daily communication and inspection of staff members to ensure that
everything is running smoothly
 They need to be involved in anything that beaches security, safety or usability of their
staff members.
1.2 Responsibilities A Facilities Manager Has For Operational Aspects Of The Building
Facilities Manager responsibilities for buildings operational aspects are:
 To check the safety and security of the building's indoor as well as outdoor environment.
 They need to check all the essential supplies, cleaning and services like clean offices,
lobby or any other building are and provide services and supplies like all the electrical or
electronic or any mechanical service and supply (Goulden and Spence., 2015).
 They also need to ensure repair and maintenance of all the equipmentsequipment’s,
emergency services, hardscape maintenance, fire prevention services, check all the
preventative services of the building i.e. proper working of all the machinery or
equipmentsequipment’s, also ensures functioning and working of all the outdoor as well
as indoor services etc.
 They also need to check all the renovation or maintenance work going on in the building
and ensure safety of the building including security cameras, guards etc.
 They are also responsible for waste management at the building, they need to develop
plan for reduction of solid waste for cleanliness.
 In short facilities' manager's basic role is to ensure proper functioning of every
department, safety, security of the building and precaution measure in the building and
cleanliness
1.3 Responsibilities Of Facilities Manager Towards The Customers Using Facilities
Responsibilities of a facilities' manager towards their customers who uses those facilities
are:
 They need to identify, asses customerscustomers’ requirements and needs to provide
them quality service and satisfaction.
 Facilities Manager need to ensure the requirement of the customers and make sure that all
their expectations are fulfilled and meet effectively and efficiently.
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 They need to have an ability to draw or gather information from different sources so that
those informationsinformation’s can be provided to the guest or if any advice is asked by
any of them then that advice can be provided to them.
 They also need to provide quality service to customers and need to check that all those
services are according to customerscustomer’s preferences (Pagell and et.al., 2015).
 They need to ensure that proper communication system has been set up with database so
that timeless communication can be done by the customer and any issue faced by the
customer can be resolved.
 They also need to ensure that all the necessary facilities are provided to the customer
weather it is regarding sales of any product or service or any booking done by the
customers.
 They continuously need to process and monitor sales and services been provided to the
customers so that customer do not face any issues regarding any product or service been
provided to them, so that they need not to face any legal obligation or liabilities by any
customers.
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Figure 1: Responsibilities Of Facilities Manager
(Source: Facilities Manager,2018)

1.4 Impact On Facilities Operations Of Employers And Funding Agencies
Employers have an impact of facilities operations performed by managers as they are
strategic planners and assist in daily operations of a hotel, so employers need to pay attention
towards hotel business premises where it is situated. Employers are always dependent on staff of
facilities management as they supervise many operations in the hotel like managing vendors,
contractors for managing new technologies and management to reduce cost. An employer needs
to carry out many operations which are impacted by facilities' manager with vendors, clients and
many others who work at the hotel. Before approving any contracts from catering to advertising
employer need facilities manager to obtain proposals of services provided so that facilities get
maximum advantage from money spend. An employer is responsible for drafting and checking
conditions of operations when a specific price is decided (Topp, Chipukuma and Hanefeld.,
2014). Employers main work is to keep all the work and matters documented and make
presentation and documentations of work which is to be done. When any work is started an
employer need to make sure that all the work which is done by all the operational conditions and
terms which are negotiated and documented.
TASK 2
2.1 Statutory Regulations That Will Affect Facilities Operations
There are many UK statutory regulations that will affect facilities operations like:
 Data security and governance: Facilities management need to standardise all the
compliance related data and ensure its accuracy, completed timely, is accurate, secured
form cyber attackcyber-attack or data breech. All the service providers should be aware
of all the data access control, practices and analytics (Abdelhak, Grostick and Hanken.,
2014).
 Labour management: Hotel organization must ensure that facility managers weather
outsourced or in-house providers follow all the labour related laws and
companiescompany’s policies like: human resource related laws and regulations or anti-
discrimination law.
 Contractual risks: There are many legal and financial risks out of which contract breech is
very important. Facilities management providers should be able to hotel system properly
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according to the service agreement if not followed then hotel can face a serious
operational hazard.
 Ethics management: Unethical behaviour in a hotel organization is bad for both
companiescompany’s reputation and their bottom line i.e. hotel can face negative
consequences. Hotel staff should demonstrated by strong ethical behaviour commitment
and commitment to good hotel industry practices(Lundgren and McMakin., 2018).
 Health and safety policies: Physical security in any hotel industry is of top most priority.
Hotels should have a health, safety and environment procedures and policies so that
incident risk can be reduced.
 Insurance law: Each and every employee and staff of a hotel should have a health
insurance. Health policies should have an insurance law i.e. it should be compulsory for
all the employees to have a health insurance.
 Accessibility regulations: Access to all the areas in a hotel should be defined i.e. few
important areas of hotel room like security room should be available for only limited
persons, all the staff of the hotels should not be allowed.
2.2 Health Safety And Environmental Measures That Must Be Implemented By A Facility
Manager
There are many health safety and environmental measures that must be implemented by a
facility manager are:
 Training should be given to all the staff members of the hotel regarding safety
management system so that staff members have awareness regarding health and safety
management. So that all the employees are aware what they need to do in case of
emergency situations if they are struck in any situation.
 Proper first aid facilities should be available for all the staff members' health and well-
being also emergency first aid service should also be available in case it is required at any
time.
 Proper safety equipmentsequipment’s and procedures should be available at the hotels if
any emergency situation arises like fire extinguishers which can be used in case of fire.
 Work health and safety unit must be available in the hotels with one doctor for the safety
of all the employees and so that proper actions can be taken in case of emergency.
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 Posters or warning related to environmental, health and safety must be properly written
with proper directions like emergency exit in case of fire(Hull and et.al., 2018).
 Many health and safety related regulations must be followed like COSHH. Control of
substances hazardous to health (COSHH) is a law in UK which says that employers must
protect employees and all the other people from hazardous substances used at work place,
health surveillance, control of exposure and indecent planning.
 Required heath related authorities must visit frequently for safety of hotel like: health and
safety inspector who visits business environment to ensure proper safety and good health
practices are being followed, environmental health office who ensures health and safety
in business like food standards or food hygiene and follows and investigates all the
complains like food poisoning or infections etc.
2.3 Documentation required to measure environmental and sustainability issues.
Documentation required to account compliance and required regulations of health, safety
and environmental measures include: First of all definition of the issue should be given for issue
faced by facilities operations(McArthur., 2015). Then what kind of issue it is should be written
i.e. weather it is economicaleconomic, social or environmental, Then cost to resolve that issue
must be specified and should be within the budget, benefits from resolving that issue should be
defined from different perspective of implementing and planning changes as a result of impact
assessment to ensure a sustainable environment, different practices should be explained to be
chosen from for resolving that issue, Sources to be used for resolving that issue, operations to be
chosen with respect to that issue in that hotel and it should be environment friendly at last
conclusions that can be drawn for hotel business and customers should be given in general as
well as related to the facilities' management operations.
TASK 3
3.1 Development Of Effective System For Information Processing And Communication
Maintenance
 Proper communication channels must be developed and deployed. Communication
channels are a way of communication through which an information flows within an
organization or with other organizations. In web known communication manager is a link
and when they take any decision that decision is either forward, downwards or upwards
depending upon managers positions in that web communication.
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 Proper information and communication system (ICT System) should be set up which
basically includes people, software, data and hardware. Information system should be set
up which manages both information and data. Communication technology like internet
should be included in it.
 Proper hotel property management system should be installed which is basically a
platform which enables group of hotel to manage all the front office capabilities like
check-in, check-out of guest, booking reservations, managing room rates, room
assignment and billing (Low, Gao and Ang., 2018).
 Proper MIS system ( management information system) should be set up, it is basically a
database which organizes financial informationsinformation’s and is programmed in such
a way that regular reports are produced on operations for every level of management
company. Its main function is that it givegives managers feedback about their own
performance.
 Customer records should be recorded and stored so that follow up can be done and if any
enquiry is needed to be done then it can be done.
 At last mailing list and database should be managed so that all the required information is
stored and can contact or offer offers to customers easily.
3.2 Control Systems Required For Effective Facilities Operations
For proper facilities operations proper record keeping system is required which manages,
capture and provide access to all the records till today. It can either be paper based or electronic
system.
 Budgeting and accounting record keeping system: Hotel business need strong investment
in all the services and products they provide to the customers. Budgeting and accounting
is required in this business to keep their business running and do not face any loss in
business. So the best way to manage budget is through an efficient management tool
which can provide accurate financial details and any comparison or financial calculation
can be done easily(Nielsen and et.al., 2015).
 Purchase and sales record keeping system should be maintained to check the sales and
purchases i.e. weather they have increased or decreased.
 Human resources' management system should be managed to ensure easy management of
data, human resource or business processes. This system can manage all the HR functions
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like payroll management, employee data storage, recruitment processes and all the other
HR activities.
 Payroll management system should be managed properly for effective facilities
operations. It is one of the most important process of a business which depends upon
hotel business performance. In fact to increase effectiveness proper payroll management
system can be installed which can make any tax payment or pay employees their salaries
or take any purchase order etc.
3.3 Systems Needed By A Facilities' Manager To Support Effective
Building Management
Systems required by a facility manager for effective management building are:
 Sscheduling and planning: Planning and Scheduling system is needed by a facilities'
manager for effective hotel management so that reservations made by guest and
customers can be managed, all the maintenance and operations done by staff members of
a hotel can be managed, staff management can also be done through this system i.e.
duties can be allotted according to their skills and position (Boscarino and et.al., 2016).
 Marketing and publicity functions: Marketing and publicity functions are very important
in a hotel business because based on it growth of a hotel depends. If marketing and
publicity is done efficiently then business of a hotel can grow and if negative marketing
and publicity is donedone, then it can affect the reputation of hotel and also decrease
hotel business. So publicity and marketing function management is important.
 Service management: Each hotel provides different services and based on those service
customers' satisfaction level is decided so it is responsibility of facilities manager to
check that all the services of a hotel are running smoothly. So an effective system is
required for the service management of a hotel as it will affect the revenue generation of
a hotel.
 Resources and equipmentsequipment’s control: Resources and equipment control is
needed in a hotel because if all the available resources are used exhaustively then
management of hotel can get disturbed and it can also affect the services to be provided
to the customers and also it can increase the expenditure of a hotel business (Posavac.,
2015).
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TASK 4
4.1 Criteria To Evaluate The Quality And Effectiveness Of
Facilities Operations
Setting criteria for evaluation is very important for a facilities' manager as it will evaluate
effectiveness of all the facilities provided by the hotel. Quality and effectiveness of facilities
operations can be evaluated based on following criteria:
 Target, plan and objective should be set: All the programs, tasks and functions that are
run should be monitored within the hotel so that proper effective and efficient changes
can be brought in the hotel. There is no requirement of any manual process or tracking, it
can be an automated process which will check various devices which are operated and are
present in the hotel (Govindan and et.al., 2015).
 Implementation and development of developmental and training program for all the
employees working in a hotel: In this training and developing programs will be provided
to the employees of a hotel according to the competitors in that business. This will
develop competency and essential skills that are required in an employee of a hotel.
 Mission, vision and standard development for hotel or facilities: A hotel needs to develop
mission, vision and statement for various standards for giving a team direction to deal
with.
4.2 Evaluation And Review Procedures To Analyse The Quality And
Effectiveness Of Facilities Operation
Procedures that can be used to analyse the quality and effectiveness of facilities operations are:
 Training review and evaluation that can be organized for different employees working in
a hotel: I training provided to employees is not judged and evaluated for implementation
and understanding the operation then it's of no use. It is important to know that weather
the employees have learned the process and mechanism need to be done by post training
processes and training evaluation. This will help the facilities managers to know all the
weakness, loopholes or any procedure which is done in a wrong way and can be corrected
at the initial level (Epstein, Santo and Guillemin., 2015).
 Proactive checklist: A checklist can be made consisting of different processes that can be
checked to all the operations of a hotel. This checklist can help to track
equipmentsequipment’s, tools and hotel machines.
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CONCLUSION
From the above study it has been summarized that responsibilities of a facility manager
are different for their staff involved in facilities operations, customers and employers and also
they have different responsibilities for operational aspects of the building. There are many
regulatory operations that affects facility operations, there are different health safety and
environmental measures that are implemented by facility manager. There is also a variety of
range available for development of administrative system for supporting facility operations.
There are four different criteria available for evaluation of quality and facility management
operations and also different procedures are available for analysing the effectiveness and quality
of facilities operations.
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