Facilities Operation Management Report: Hospitality Industry Analysis

This report analyzes facilities operation management within the context of the Tavistock House Hotel, a small-scale hospitality establishment. It begins by assessing the responsibilities of a facilities manager, encompassing staff engagement, operational aspects like maintenance and accessibility, and customer-focused duties such as communication and service quality. The report then examines the impact of statutory regulations, including food safety, occupational health and safety, and equal opportunities, on facilities operations. It also discusses the implementation of health, safety, and environmental measures, along with the required documentation for compliance. Furthermore, the report explores the importance of effective information and control systems for building management, evaluating criteria for assessing quality and effectiveness, and outlining procedures for implementing, evaluating, and reviewing facilities operations. The report emphasizes the roles of various stakeholders, including funding agencies and local authorities, and their influence on the hotel's operations.

Facilities Operation Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Assess responsibilities of facilities manager for staff engaged ............................................1
1.2 Discussing responsibilities of facilities manager for operational aspect..............................2
1.3 Assessing responsibilities towards customers ......................................................................2
1.4 Discussing impacts on facilities' operation ..........................................................................3
TASK 2 ...........................................................................................................................................3
2.1 Assessing statutory regulations will affect facilities operations...........................................3
2.2 Discussing health, safety and environmental measures implemented..................................4
2.3 Discussing documentation required for compliance with statutory regulations, health,
safety and environmental measures ...........................................................................................5
TASK 3............................................................................................................................................5
3.1 Effective information system................................................................................................5
3.2 Control system......................................................................................................................5
3.3 Systems needed by a facility manager for effective building management..........................6
4.1 Criteria for evaluation of quality and effectiveness of facilities operations........................6
4.2 Implementing, evaluation and reviews procedures of quality and effectiveness of facilities
operations....................................................................................................................................7

INTRODUCTION
Facility operations is related with management of peoples, place and process. The main
purpose of facility operation management is to improve productivity of the business. This
assignment is based on, Tavistock house hotel. It is a small scale hotel which provides services to
consumers. In this report, it will assess the responsibilities for staff engaged in facilities
operations, discuss duties for operational aspects of the buildings and discuss impacts on
facilities operations of employees and funding agencies. It will also assess impact of statutory
regulations on facilities operations of Tavistock house hotel (Atkin and Brooks, 2014).
TASK 1
1.1 Assess responsibilities of facilities manager for staff engaged
Facility management is the functions to coordinating for demand and supply of facilities
and services with the company. If managers are performing their duties well and engaging staff
members then it will help in retaining skilled people in the workplace for longer duration. It can
assist in raising profit of business.
Communication: It is main responsibility of operation manager of Tavistock house hotel
that to develop way of interaction between staff in the organization. Through communication,
staff and customers are integrated with each other in the company. It is essential for staff and
manager for working together in the workplace (Eastman, 2018).
Operations and Maintenance: It is essential responsibility to maintaining the operations
of organisation. It is to helping for providing facilities or services to the customers.
Quality: The facility manager of Tavistock house hotel is responsible for improving
production ability and quality of services in business unit. It is essential responsibility of
manager to improving skills and knowledge, abilities for better performance in the workplace.
Conflict resolution: It is responsible to dealing with crisis issues and conflicts. It is to
ensuring of formulating plans for the futures by the facilities managers in the Tavistock house
hotel. It is the responsibility of creating plans for replacement and repairs, scheduling important
tasks and its maintenance taking by facilities' manager (Forde, and et.al., 2015).
1.2 Discussing responsibilities of facilities manager for operational aspect
The facilities' manager is responsible for maintaining operations of the company. For
managing the operations, it is necessary to proper maintenance and repair, mechanical and
electrical system, refurbishment and security of operations
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Accessibility: It refers to the designing of products and services for using in facilities
operation. It is important to accessibility of operations and facilities in the company. It is
responsibility of facilities manager to maintaining operations such as clearing, rooms,
housekeeping services, accommodations, foods and beverages services etc. in the hotel (Gomez-
Exposito, Conejo, and Canizares,2018).
Maintenance and Repair: It is another responsibility of manager of Tavistock house
hotel is to ensure maintenance and repair of all the machinery and equipments which are used in
the hotel. This can support in smooth functioning of operations
Mechanical and Electrical System: It is important to proper implementing of mechanical
and electrical system of all department in the hotel. The facilities' manager is responsible for
taking care of system. For taking care, manager is to appointing an engineer for regular checking
and maintenance of system in the hotel (Grayson and Hodges, 2017).
Refurbishment and Security: Refurbishment is the process to redecorating and
redeveloping of the system in the company. It is renovation and restoration of the equipment and
machinery. Through refurbishment, it helps to implementing the operations in company.
1.3 Assessing responsibilities towards customers
The facilities' manager is to playing roles towards customers satisfaction by using the
services of their hotel.
Meeting with customers Needs and Expectations: The facilities' managers is to identify
and assess needs and expectations of customers. Therefore, facility manager always make
effective communication with them so that individual can identify their needs an can offer them
products and services as per their requirements.
Customers Care: It is essential responsibility of manager for providing better services to
the customers and taking care of them in the hotel. Services include housekeeping services, foods
and beverages, cleaning etc (Kavanagh and Johnson, eds., 2017).
Communication System: The facilities' managers are required to ensure effective
communication system in the hotel. It includes transmission equipments for exchanging
information and data of manager by staff . It supports in proper communicating with staff and
customers in the company.
Monitoring Sales and Booking: It is essential responsibility to monitoring and
measuring sales and booking by facilities' manager in the hotel. The manager is to maintain the
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records in software so that these details can be used in planning for growth. Manager of the
company has to ensure that it provides them facility of booking online so consumers can book
theri room easily (Nyikuri and et.al., 2015).
1.4 Discussing impacts on facilities' operation
The funding agencies, private and public ownership, management boards, trustee impact
on facilities operations of Tavistock house hotel.
Private and Public Ownership: public and private ownership impact on the facilities'
operation of the organization. The objective of private ownership is to generating more revenues
of company. But due to difference in objective, structuring company face issue in managing
operations well.
Funding Agencies: These agencies are providing capital to Tavistock house hotel for
increasing and developing the quality and standards of services. This indicates it is positive
impact on operations of company (Peltier, 2016). It helps in increasing profits and revenues by
providing better services to the customers. But entity has to repay this amount timely, this funds
enhance liabilities of the business that impacts negative on business unit.
Management Trustee: The trustee invests money for developing operation and
improving facilities in the hotel. It aids in increasing productivity and profitability of company.
The trustees monitor and control over operational so that firm can generate more revenues.
Local Authority: The local authority is to determining the level and quality of customer
services in the hotel. It is positive effects on operation and facilities of Tavistock house hotel. It
is to developing the image and reputation of company ( Roper and Payant, 2014).
TASK 2
2.1 Assessing statutory regulations will affect facilities operations
Statutory regulation means all legislation and regulation for protecting of public.
Therefore, company should adopted all rules and laws relating to health and safety,
discrimination, foods safety of the employees. These statutory regulation affects facilities
operations of company.
Food Safety Act 1990: The purpose of this act is to protect health and safety of peoples
by consuming foods services of hotel. This act affects welfare, security and safety of customers
and employees in the hospitality industry. Therefore, company should provided better quality
food services to customers.
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Occupational Health and Safety Act 1989: The purpose of this act is to providing safe
working atmosphere for employees and visitors in hospitality industry. Therefore, Tavistock
house hotel should adopted this act for employees and customers to protection, welfare and
security. The company is to providing and monitoring satisfactory facilities for employees heath
and safety in the workplace (Wallace and Webber, 2017).
Equalities Act 2010: The purpose of this act is to equally pay to employees. This act
affects employees performance in the workplace. Therefore, Tavistock house hotel should
equally pay and providing all the facilities to the employees. The manager is to ensuring that
there is no issue happening in company relating to religions, race, age and beliefs.
2.2 Discussing health, safety and environmental measures implemented
The facilities' manager of Tavistock house hotel is to ensuring and measures relating
health, safety and environment of employees and customers in the company (Zameer and et.al.,
2015).
Technology: The manager is to ensuring for using the recent technology of all system
which are used in the hotel. It is helping to protecting health and safety of employees as well as
customers. Through technology, it is easy to better communication, increasing sales by offline
and online booking.
Maintaining Machinery: It is responsibility of facilities manager for proper maintaining
and operating of machinery by the staff in the Tavistock house hotel. The machinery is not to
affecting on health and safety of employees and customers ensuring by manager. So that,
facilities manager is to implementing in their hotel.
Training and development: The manager is responsible for providing training for
operating of machinery and equipments which is used in the hotel. So that, manager is to
ensuring that it is not affecting on health and safety of employees and customers (Peltier, 2016).
Quality Checking: The facilities' manager is checking of quality of services and facilities
on the regularly basis in the hotel. Services includes rooms facilities, foods and beverages etc.
The manger is to ensuring for using better quality products in foods and beverages, quality of
equipments in all department of hotel.
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2.3 Discussing documentation required for compliance with statutory regulations, health, safety
and environmental measures
For health and safety measures and statutory regulation, it is requirement of different
documentation of customers and employees in Tavistock house hotel.
Records Keeping: It is responsibility of facilities' manager is to maintaining and keeping
all the records regarding customers insurance and medical records. So that, it is easy to securing
of health and safety of customers. Not only customers but also employees, it is important for
giving detail information of manager of hotel (Nyikuri and et.al., 2015).
Auditing: The facilities' manger is responsible for auditing of staff in the workplace.
Auditing relating to employees performance, compensation and customers services by the
manager. The manger is needs of all types of information relating customer age, family size and
other information which required for statutory regulation of health and safety measures (Rowe ,
2014).
TASK 3
3.1 Effective information system
In order to develop effective communication system, we need to acquire given
technology so that we can meet the needs and wants of our desired customers. In order to
improve communication and prevent miscommunication it is important to build an effective
communication system. There should be a proper database system to record the information of
the people who are our customers and there personal details. The hotel should have their personal
email, to have convenient and effective communication (Kerzner and Kerzner, 2017 ). The hotel
sector should posses a strong communication system which will access the successful flow of
information. The hotel should have a system in which all the communication with customers is
carried out by messages, mails or fax. Conducting training program for the staff so that they can
communicate with the guests especially in English. Training your staff to deal with the
customers in the difficult and adverse condition in polite manner. And to deal with the customer
in spontaneous manner. At Tavistock house hotel, all the staff are connected through intercom, at
each possible corner so that staff can communicate with each other whenever required.
3.2 Control system
To have good working, hotels are required to have a good control system. To keep an eye
on the work of the employees, hotels are required to develop quality system of control like spot
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checks, monitoring of mails, installation of surveillance camera's, recording the work of
employees and continuously keeping a watch on the employees. For an effective control system
the present and past performance are to be measured and then try removing any deviations
arising out of the performance (Peltier, 2016). Organizational structure of proper allocation of
the staff present according to their potentials and there should be coordination among the staff.
There should be hierarchical flow of information from higher to lower authority. Hotel should
make budgets as to what are the places where they should invest and what technological changes
they should adopt, keep check on the performance to identify whether the business is working in
profit or loss. Try to keep a personal check on the mails of the employees so that they could not
leak any sensitive information outside. Hotel Tavistock house hotel have developed such a
systematic control system where the manager or any person from department personally go and
collect reviews and feedback from their guest and ask for any changes they would suggest for the
hotel (Roper and Payant, 2014).
3.3 Systems needed by a facility manager for effective building management
Facility manger of hotel should adopt a systematic system. Other than the operation and
control which are important factor to be notices, hotels are required to have a systematic system
for effective management. Manager should ensure that rooms have telephone facility with the list
of all the numbers of different departments like house keeping, front desk, receptionist etc. Hotel
should have a system which could be accessible from anywhere and it could connect to all the
team members (Wallace and Webber, 2017). Manager should be disciplined and punctual and
always ready to deal with the crises. The system in hotel should allow the guest to pay their bills
through online, cards, or through any other mobile app. Manager should appoint people who can
keep the system and surrounding clean and tidy. Manager of Tavistock house hotel have
appointed the staff for keeping their floors and rooms clean from time to time. They keep a list of
people who will be required at the time of emergency situations. They also have people who can
understand the sign language because there are tourist who doesn't know the language so they
communicate through signs. A check on the performance of the staff is been done on regular
basis (Zameer and et.al., 2015).
4.1 Criteria for evaluation of quality and effectiveness of facilities operations
After evaluation of the quality and effectiveness of Tavistock house hotel, then we can
conclude that the hotel is doing outstanding. When employees are in right quantity and possess
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right quality, then we can say that the system is well organised. To enhance the operations,
manager should ask the customer to rate and review their hotel. They also offer discounts to
customers. A proper training is required on timely basis so that operations are easily carried out
and this keeps the staff and the manager both happy. All this shows that the hotel is running
successfully with management of its operations and management (Grayson and Hodges, 2017).
4.2 Implementing, evaluation and reviews procedures of quality and effectiveness of facilities
operations
For implementing and evaluation of procedures of quality and effectiveness of operations
, manager is to adopting procedures and process.
Training and development: The facilities' manager is to providing proper training of
employees for implementing and evaluating the effectiveness and quality of operations in
Tavistock house hotel. It is important to developing skills and abilities for better communication
and customers services in the hotel.
Rewards and Benefits: It is responsibility of facilities manager for giving rewards and
benefits for their better performance in the workplace. It is to helping for improving and
implementing of quality and effectiveness of the operations of company (Forde, and et.al., 2015).
Monitoring and Feedback: The facilities' manager is to monitoring and giving feedback
regarding employees performance in Tavistock house hotel. It is to helping for improving quality
and effectiveness of facilities which provides to the customers.
Compensation: It is responsibility to giving proper compensation of the employees for
better performance in the workplace. It is to helping for improving quality and effectiveness of
operations or facilities which provides to the customers. It is also helping to improving
employees performance in the organization (Zameer and et.al., 2015).
CONCLUSION
In this report, it can conclude responsibilities of facilities manger for staff engaged,
operational aspects of the building, towards customers using the facility and impacts of
employers and funding agencies in Tavistock house hotel. It can also conclude statutory
regulations which affects operations, health, safety and environmental measures must
implemented by facilities' manager and requirement of documentation for different measures in
the company. It can also conclude effective system for processing information and maintaining
communication, different control system, needed system for effective building management and
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established appropriate criteria for evaluating quality and effectiveness of operations and its
implementation in the hotel.
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Online
S. Rowe , 2014 Health and safety records., [Online]. Available through. :
<https://www.moorepay.co.uk/blog/health-safety-records-keep/>.
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