Facilities Operations Management Report: UK Hotel Case Study

This report provides a comprehensive analysis of facilities operations management, focusing on a case study of an under-performing hotel in the UK. It begins by assessing the responsibilities of a facilities manager towards staff, covering aspects such as operational management, staff engagement, and training. The report then examines the manager's responsibilities concerning the operational aspects of the building, including building management, evacuation programs, security, and grounds maintenance. Furthermore, it delves into the responsibilities towards customers, emphasizing service management, customer satisfaction, and safety and security assurance. The report also explores the impact of funding agencies and statutory compliance. It then provides a brief historical overview of facilities management. The report continues by identifying effective systems for processing information and maintaining communications, control systems for facilities operations, and systems needed for effective building management. Finally, it outlines appropriate criteria for evaluating the quality and effectiveness of facilities operations and the implementation of evaluation and review procedures, including survey methodologies and feedback mechanisms to analyze the quality and effectiveness of facilities operations.

Facilities Operations
Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
AC1.1 Assessing the responsibilities of facilities manager for staff engaged in facilities
operations...............................................................................................................................1
AC1.2 Responsibilities the facilities manager has for operational aspects of the building. . .2
AC1.3 Assessing the responsibilities of facilities manager towards customers using the
facility.....................................................................................................................................2
AC1.4 Impact on facilities operations of employers and/or funding agencies.......................3
M1. Demonstrate that an effective approach to study and research has been applied by
providing a brief history of Facilities Management...............................................................3
D1. Demonstrate that conclusions have been arrived at through synthesis of ideas..............3
TASK 2............................................................................................................................................4
TASK 3............................................................................................................................................4
AC3.1 Effective systems for processing information and maintaining communications......4
AC3.2 Control systems required for effective facilities operations within an agreed context4
AC3.3 The systems needed by a facilities' manager to support effective building management
................................................................................................................................................5
AC4.1 Appropriate criteria to evaluate the quality and effectiveness of facilities operations5
AC4.2 Implementation of evaluation and review procedures to analyze the quality and
effectiveness of facilities operations......................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Facilities operation management is one of the major elements in an organisation that
helps in effective functioning and arrangement of its business operations. The report will analyse
specific case scenario in context of an under-performing hotel in UK. The report will determine
various roles and responsibilities of a facility manager towards operations, staff and customers.
The assignment will also include a brief discussion on environmental health and safety as well as
statutory agreement towards the hotel. Furthermore, the report will identify the method used for
evaluating quality and effectiveness of the various operation in an organisation.
TASK 1
AC1.1
Facilities management (FM) is an integrated management of multi-disciplinary activities
like people, places and process within a assembled environment with the purpose of quality
improvement of the business . It is a strategic business area for quality business operations and to
gain sustainable advantage. Facilities manager has several responsibilities like daily maintenance
and management of facilities in an organization. The care of physical infrastructure of a business
is ensured by the facilities operations manager. The effective and efficient delivery of support
services in an organization is carried out by the facilities manager (Martín and Grossmann,
2017).
Scope
It covers two main areas i.e. Space & Infrastructure which refers to the work space and
infrastructure and People and Organisation that includes place of work and people. It is related to
the psychology of work. It also covers non core functions which differs one business sector to
another and are services that is not business related. It is focused on continuous innovation and
development by reducing costs and adding value to the core business of public or private sector
firms.
Responsibilities of facilities manager for staff
The main responsibilities of a facilities manager is to operate across business functions.
Management of operations smoothly: Facility manager needs to ensure that staff has been
appointed adequately and also check that financial or operational budgets are allocated
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adequately and placed right. They also need to assure that operations and grievances are resolved
at the earliest (Frank, Leiß and Reinhold, 2018).
Welfare activities and staff engagement: Employee's engagement activities and decision making
must be included by the facilities manager. More progressive operations and generation of new
or innovative ideas would be generated due to these actions.
Training and development: Facilities manager must guide or train employees on a daily basis
with technical, operational and facilities sessions of training to make hem aware of standard
operating procedures and functions.
AC1.2
Facilities manager has to look for various operational aspects of the building with respect
to the organization's property.
Building management and operations: Facilities manager needs to ensure whether space
of building are allocated properly ie, assuring comfortable, safe and productive environment for
the clients and workforce. They also must check with the building's electrical and mechanical
system efficiently.
Evacuation programs: Facility managers needs to develop fire drill rescue programs in
the facility. Ensuring and developing fire extinguishers, evacuation facilities must be installed
and maintained regularly (Lindauand et.al, 2017).
Security: Protection of employees and the business through guarding, security patrolling,
and maintenance of hardware are all integral services to support the staffing and assets of the
organisation.
Grounds maintenance: Works from litter-picking to moving lawns to complex
agricultural work and tree work including winter work like tree pollarding, snow clearance, etc.
Total facilities management services: It may include contracts like access control
systems, security services, mechanical and electrical maintenance.
AC1.3
Facilities manager has to make sure that the internal and the external customers of the
organisation remain satisfied and the responsibilities include:
Service management: Providing customers with the best services and facilities in order to
gain more business and thereby, giving the best deals.
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Customer satisfaction and improvisations: Evaluation of satisfaction levels of the
customers and ensuring the best and quality service through improvisations.
Safety and Security assurance: All customers should be kept satisfied and happy ensuring
the safety and security.
AC1.4
Institutions which provides capital and financial assistance to companies for carrying out
its operational activities and facilities are called as funding agencies. They provides assistance in
organization's projects and research activities. Statutory, legal compliances and standard
procedures should be followed by facilities managers while carrying out operations of facility.
These establishments keeps a control of services workflow and overall operations that are
running in an organization.
M1.
The facility management's origin can be traced in the early 1900s. It started ,in services
during the 1970s where it involved cleaning and building maintenance. The cost reducing by
businesses during that time led to an agreement or contract by other company on services like
lighting, plumbing etc. Services such as planning of space and management of property were
added in the 1990s. From 2000's payroll and human resources which are the processes of
business was also included in this. Facilities managers today have responsibilities of performing
facility, service to customers, capital projects and also have a great involvement in transactions
of real estate and efforts for strategical planning. A combination of special contractors, huge
multi service organizations and housing departments delivers a range of designs, plans, finance
and management. As companies seek to include more services and revenue to contracts facilities
management is becoming more complex (Kwon and Yoon, 2017).
D1.
Facilities management is dedicated to care and maintenance of commercial or
institutional buildings making it an interdisciplinary field. Decoration, electrical power, lighting
systems, cleaning, air conditioning, ground keeping and security are the duties of facility
management. As a standard benchmarks the requirement of developed regular operating
procedures and practices can be utilized. The legal and statutory audits from the government
authorities must be applied to the certifications or licenses made for the facilities which must be
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checked by the facility manager. They are also responsible for the employees, clients and
operational conveniences of an an organization.
TASK 2
Covered in PPT
TASK 3
AC3.1 Effective systems for processing information and maintaining communications
Business operations consist a regular and day to day communication among the staff,
customers and management. The wireless phones, walkies-talkie and other technical instruments
could be utilized to interact or convey essential information and message within the organization.
There are various other devices such as telephones, mails and internet facilities that can assist the
employees in communicating the right and correct information among the team members for
enabling effective operation within the organization. The various processes and communication
systems such as Performance management and Management information system can be used or
adopted by organization to maintain and manage effective communication in the organization.
AC3.2 Control systems required for effective facilities operations within an agreed context
There are various control systems that could be used in the hotel for providing effective
facilities operations as described below –
 Auditing and accounting – In this area of the hotel financial documents and budgets are
controlled, checked and audited. The management and staff within the hotel needs to be
guided on the different processes that have to be used with regard to accounts and audit
that are been carried out.
 Budgeting – This is area wherein the plans and budget covering each of the areas of the
organization needs to be created and provided to various departments so that they can
have effective control on financial aspects and expenses of the hotel (Kristensen,
Kristensen and Rodrigues, 2017).
 Sales and purchasing – There must be proper checklists and sales audit on the practices
as well as processes that are performed in hotel. These can be effective controls for
measuring practices, processes and activities that are essential to run the business.
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 Equipment starts up and closing down procedures and controls – These processes
and manuals will assist in operating and checking the tools, devices and equipment
affiliated to the hotel operations
 O & M Controls and Procedures –This maintenance and operations techniques will
support check and activities on the operations of hotel.
AC3.3 Systems needed by a facilities' manager to support effective building management
Various systems that are needed by the facility manager for effective building
management can be described as below –
1. Plumber systems – The plumber systems take care of all the steps and activities related
to the plumbing system in the hotel of building of an organization.
2. Fire alarm system – The fire alarm system is also very essential for the building as it
takes care of any emergency issue or condition such as fire.
3. CCTV and Monitoring system – The CCTV and monitoring system helps in tracking
any ale practices in and round business by capturing its footage.
4. Security and systems for observation – This system includes various safety and
security mechanisms as well as other security techniques adopted by the hotel.
5. Automation and O & m systems – These are various automotive systems such as lifts,
doors, etc. which are installed in the hotel building.
AC4.1 Appropriate criteria to evaluate the quality and effectiveness of facilities operations
It is an essential and important role or duty performed by a facility manager. These roles
to set the criteria to evaluate the effectiveness and quality of the facilities' operation in the hotel
are as follows -
 Setting targets, plans and objectives – This activity helps in monitoring all the
programs, functions and tasks that are performed in the hotel so that various new methods
can be introduced and implemented in the hotel easily.
 Development and implementation of the training programs – This activity can help in
imparting and development of training programs for the staff so that effectiveness and
deficiency can be enhanced in the hotel.
 Development of vision, mission and standards for the facility and company – The
main activity or function a company needs to do perform is development of vision,
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mission and objectives of the business. Along with this, it is important to make effective
strategies to achieve those objectives (Miyake and et.al, 2017).
AC4.2 Implementation of evaluation and review procedures to analyze the quality and
effectiveness of facilities operations
The assessment and survey methodology that could be introduced inside the office
activities are:
 Survey and assessment of the training that are being sorted out for the different
staff working for the hotel – Training except if assessed and judged from the level of
comprehension and the usage of the same in the tasks would be of no utilization. It is
basic that whether the staffs have taken in the instruments and process should be possible
by post preparing assessment procedures and procedures. Advancement of the online and
in addition disconnected procedure of the input from the clients who have in any capacity
used the offices and administrations of the hotel will help. This procedure will tell us on
the escape clauses, shortcomings and the wrong procedures that the inns have been
following and help in their amendment effectively at all the levels. The 360 degree and
assessment of the offices chief that will help in keeping a mind the nature of a director as
far as his viability in usage of the frameworks.
 O and M Proactive check and agenda – This agenda would involve the different
procedures that could be checked concerning the tasks and upkeep of the hotel office or
the building. This agenda will keep track on the apparatuses, types of gear and the
machines at the hotel (Gurung and et.al, 2018).
CONCLUSION
The above report concluded that hotel operations are similar to operations in any other
organization or company. This is an area wherein the plans and budgets covering each area of the
organization needs to be created. As per the above report is focus on utilized to interact or
convey essential information and message within the organization. There are various other
devices such as telephones, mails and internet facilities that can assist the employees in
communicating. Form the above report is focus on air conditioning, electric power, plumbing
and lighting systems, cleaning, decoration, ground keeping and security.
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REFERENCES
Books and Journals
Gurung, G., Derrett, S., Hill, P.C. and Gauld, R., 2018. Nepal’s Health Facility Operation and
Management Committees: exploring community participation and influence in the Dang
district’s primary care clinics. Primary health care research & development, pp.1-11.
Miyake, T., Kondou, S. and Nakatani, M., 2017. Power generation facility operation device and
operation method. U.S. Patent Application 15/517,854.
Kristensen, E., Kristensen, J. and Rodrigues, A., 2017. Evaluation of a Operation of Burning of
Wheat Straw Batches in a Pilot Scale Facility in Denmark. Silva Lusitana, 25(1).
Kwon, D.Y. and Yoon, J.S., 2017. Study on the assessment of environmental impact indicators
on concentrated effluent from desalination facility. DESALINATION AND WATER
TREATMENT, 96, pp.201-210.
Lindau, F and et.al, 2017. MAXIV Photocathode Gun Laser System Specification and
Diagnostics. Proc. IPAC’17.
Martín, M. and Grossmann, I.E., 2017. Optimal integration of a self sustained algae based
facility with solar and/or wind energy. Journal of cleaner production, 145, pp.336-347.
Frank, A., Leiß, D. and Reinhold, J., 2018. How to put a Launcher Test facility into operation.
In 2018 SpaceOps Conference (p. 2723).
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