Facilities Manager's Responsibilities in Hotel Operations Report

This report provides a comprehensive analysis of the responsibilities of a facilities manager (FOM) within a hotel setting. It delves into the FOM's duties towards staff, including job descriptions, welfare activities, and training. The report assesses the FOM's role in business operations, covering accessibility, maintenance, and security. It further explores the FOM's responsibilities towards customers, emphasizing satisfaction, communication systems, and customer support. Additionally, the report examines the impact of facilities on employers and funding agencies, highlighting the importance of statutory compliance and prudent financial decisions. The document also includes discussion of communication systems, control systems, and building management systems, alongside an evaluation of the effectiveness and quality of facilities operations. The report also addresses the evaluation and review of analyzing procedures related to quality and effectiveness with respect to facilities operations.

FOM

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1: REPORT WRITING........................................................................................................1
AC 1.1 Analysing the responsibilities carried by facilities manager for staff.............................1
AC 1.2 Assessing responsibilities of facilities manager for operations of business...................1
AC 1.3 Analysing responsibilities of facilities manager towards customers..............................2
AC 1.4 Analysing the impact of facilities on employer and other related funding agencies......3
TASK 2: POWER POINT SLIDES................................................................................................3
AC 3.1 development of appropriate system so as to maintain effective communication in hotel
.....................................................................................................................................................3
AC 3.2 Various control systems for effective operations............................................................4
AC 3.3 Systems to be made present by facilities manager supporting effective building
management.................................................................................................................................4
AC 4.1 Evaluation of effectiveness and quality aspects of facilities operations.........................5
AC 4.2 Evaluation and review of analysing procedures related to quality and effectiveness
with respect to facilities operations.............................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Improving overall qualities of hotel helps in ensuring that all the objectives and aim of set
up have effectively being achieved. The report makes a comprehensive discussion regarding,
importance of appointing a facilities manager and his roles and responsibilities towards,
customers, employees, operations and building management. The report will then discuss various
statutory and legal regulations that are required to be fulfilled by the team for its effective
implementation. The report will then make discussion regarding evaluation of quality and
effectiveness of facilities operations as well.
TASK 1: REPORT WRITING
AC 1.1 Analysing the responsibilities carried by facilities manager for staff
Facilities manager is a person who is indulged in being head and in charge of whole
property of the hotel and takes care of its each and every aspect. The individual is responsible to
head the facilities of overall operations of hotel. There are certain responsibilities towards staff,
which is required to be hold by facilities manager. Some of them are mentioned below:
 Stating and clearing roles and job description: This is one of the most important element
and responsibility that is hold by facilities manager, while working with a hotel. It helps in
ensuring that all the staff members are aware of their duties and try to perform all their work
in a well-defined manner. Issued profiles of staff members must also match to their
competencies (Alexander, 2013).
 Engaging staff members in welfare activities: It is important to make the staff member feel
a sense of belongingness. Hence, taking their outlook can help in generation of new and
innovative ideas which can thereby be implemented in hotel operations. Staff members can
be involved in budgetary planning or any other type of innovation planning as well.
 Training and development: It is considered to be one of the most important aspect, which
involves improving skill set of employees with the help of operational trainings. It helps in
maintaining balanced operations and fulfil requirements of customers in a well-defined
manner.
AC 1.2 Assessing responsibilities of facilities manager for operations of business
Facilities manager is required to fulfil its duties towards operations of the business as
well. Some of the responsibilities are mentioned below:
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 Accessibility: It is important that all the employees and customers, who visit to the hotel,
have access to all the facilities. It helps in ensuring that all the members associated to the
hotel have comfortable stay in it.
 Maintenance and repair: Facilities manager is responsible for maintaining and repairing in
case of emergencies. Hence, all the statutory regulations with respect to safety of building
must be fulfilled so that the place can be declared safe for stay (Drion, Melissen and Wood,
2012).
 Mechanical and electrical systems: All the mechanical and electrical aspects must be
checked time to time so as to mitigate any type of technical failure in the hotel.
 Refurbishment and security: It must be ensured by facilities manager that, Analyse and fulfil
the requirements of renovation of property. It is also important that employees and guests are
secured in the building.
AC 1.3 Analysing responsibilities of facilities manager towards customers
Apart from operational responsibilities of facilities manager, it plays an important role in
fulfilling the requirements of customers as well. It is an important aspect that is related to greater
degree of satisfaction of customers and if they can continue relationship with the hotel or not.
Some of the important responsibilities to be handled are as follows:
 Satisfaction level of customers: It is important that the customers are satisfied with the
overall services provided by the hotel staff. One can involve in collecting feedbacks so that
improvised actions can be taken. It plays an important role in bringing changes in activity
mapping of a hotel (Gibbs, MacDonald and MacKay, 2015).
 Maintenance of communication systems: It is quite important to main communication
aspects with customers so that theirs, needs, requirements, taste and preferences can be
understood. Hence, keeping a constant check on customer services and settling down
complaints, arise from the side of customer, is another important aspect that is related to
facilities of facilities manager.
 Extending effective customer support: It is necessary to solve out the queries of customers, as
and when it arise. Hence, facilities manager can involve in stipulated duration, within which,
it is important to solve out their problem. It helps in enhancing overall satisfaction level of
customers (Lai, 2013).
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AC 1.4 Analysing the impact of facilities on employer and other related funding agencies
All the activities, in which a hotel is indulged, must be able to fulfil all statutory as well
as legal compliances, in its operations. When corporation tend to get involved in any operating
procedure, facilities manager is required to fulfil all aspects related to customers, staff and other
members, who are taking care of operations of hotel. Facilities manager generally perform as
supervising agents, who helps in development of strategies and implement the same
appropriately in a hotel.
It is also taken care of by facilities manager that what all services are funded from outside
with the help of private agencies or public ones. Since, funding is one of the most important
aspect that is related to the business, it is important to make these decisions prudently and
effectively inculcate it in business operations. There can be certain services, such as, courier and
transport can be funded from public agencies (Meng, 2014). However, other services such as,
outsourcing of staff members and material can be expected to be taken through private funding
agencies.
Facilities manager is responsible for communicating funding related aspects to the
management. He is also accountable for assessing whether particular type of fund will prove to
be beneficial for the organization or not. negotiating aspects is also generally considered by
facilities manager so that effective as well as reasonable interest rates can be assessed and funds
can be received on it. Whenever the hotel run out of funds, it is the duty of a facilities manager to
ensure that it is made available in stipulated time frame so that it do not hamper the functions of
business.
TASK 2: POWER POINT SLIDES
Attached in presentation
TASK 3: ESSAY
AC 3.1 development of appropriate system so as to maintain effective communication in hotel
Human interaction and communication is one of the important aspect that is required to
be taken care of by facilities manager. There are various types of communication medium that
can be adopted by the individual. Some of them are, walkie talkie and pager. These devices help
in communicating from one individual to the other in no time. It is an important aspect to be
included by the facilities manager in hotel so as to ensure that all the work can be performed in a
well-defined manner and within stipulated time frame (Ransley and Ingram, 2012). There are
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various other devices as well, which can be taken into consideration by the facilities manage
while governing a hotel. These devices can be in the form of, e mails, telephones and other
internet related facilities, such as video call as well. There are other important aspects as well,
where, performance management system and Management Information System can be included
that can help in processing and transferring information from one person to the other. It helps in
ensuring that all the activities are effectively performed in a hotel.
AC 3.2 Various control systems for effective operations
There are various important aspects that can be considered by the team of hotel so as to
ensure that all the activities to be performed are appropriate as well as effective. Some of those
areas are as follows: Budgeting: Planning and budgeting is an important aspect to be ensued in every department.
It helps in controlling expenses and enhancing profitability aspects of the business. Budget
can also be used to enhance revenue aspects of the business. Purchasing and sales: Having proper checklist of controlling processes and practices of the
business can help in ensuring that all the aspects have been taken into considerations, with
respect to purchase and sales (Worthington, 2012). Accounting and auditing: Constant accounting and auditing can help in ensuring that
organization is able to generate adequate amount of profitability and only important expenses
are being performed by the hotel.
AC 3.3 Systems to be made present by facilities manager supporting effective building
management
There are various systems that are to be considered by facilities manager with respect to
effective management. Some of them are mentioned below: Plumbing systems: It helps in taking care of plumbing features of hotel. Hence, all the issues
related to water and sanitary must be taken care of in the hotel building. Fire alarm systems: The installation of fire alarms helps in ensuring that it can be used to
make people aware regarding fire at the time of emergency. It helps in ensuring that fire
related issued are mitigated and evacuation actions can be taken on time. CCTV monitoring systems: Monitoring activities and keeping an eye on all the working
aspects of the hotel. It helps in ensuring that any inappropriate activity can be noticed and
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controlled in adequate time frame. A tack of hotel staff and their doings can also be initiated
for comprehensive monitoring of the hotel. Engineering systems: There are various machines and equipment that are generally installed
in a hotel building. Hence, managing and maintain the same is quite an important task to be
performed by facilities manager. Security systems: Maintaining effective security system so that any unwanted activity can be
noticed within stipulated time and actions can be taken accordingly with respect to it. It helps
in keeping employees and staff members safe.
AC 4.1 Evaluation of effectiveness and quality aspects of facilities operations
It is important to evaluate effectiveness and quality aspects of facilities operations.
Hence, the function can be performed in the following manner:
 Preparing plan, objectives and targets: It is easy to perform and run various functions when
an individual is aware of its targets and objectives. It also helps in ensuring that all the
functions related to improvement as also taken into consideration. Facilities manager can
track and take care of multiple aspects and departments of hotel in one go, evaluate and take
actions against loopholes (Pakhomova, 2016). Development of training and development program for staff members: This duty of
facilities manager is responsible for brushing up the skill sets of workers and employees, who
are responsible for performing one or the other duties in a hotel. It also helps in inculcating
best possible practices in the staff members so that ultimately effective services can be
provided to the customers. It also plays a substantial role in enhancing their own careers as
well. Preparing vision, mission and other standards for facilities manager: Having specific
mission and vision and communicating the same to customers platys an important role in
directing facilities manager and staff that what activity is actually required to be performed
by them. It also helps in keeping the track record that whether it will help in achievement of
estimated revenue to the organization or not.
AC 4.2 Evaluation and review of analysing procedures related to quality and effectiveness with
respect to facilities operations
Business functions can effectively be evaluated in the following manner:
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 Review and evaluate training organized for staff members: Training helps in improving
skill set of employees in such a manner that they can perform their activities in a well-
defined manner. Hence, deciding what is to be included in the workshop and preparing a
check list can help in not missing any important point to be included. It is quite convincing in
nature that whether an individual is able to gather adequate knowledge from organised
training sessions or not. Further. An evaluation is quite important to be initiated stating
regarding changes being brought to actions of staff members. It also helps in increasing
facilities of employees where they can enhance their knowledge. Feedbacks from staff
members can always help that whether they have been able to improve their knowledge
through it or not. Another aspect can be enhancing the quality of trainings for betterment of
staff so that ultimate aim and objectives of the organization can eventually be achieved
(Muziotti, 2016). Preparation of checklist of operations and maintenance: It generally consist of various
processes that have relation to operations and maintenance of business. In order to perform
each and every function, the facilities manager can prepare a checklist. It can help in
ensuring that all the important aspects, with respect to operations and maintenance, have
been taken into consideration and are effectively performed. Facts and figures help in time to
time evaluation and ensuring that the best activity have been performed in a rightful manner
(Pakhomova, 2016). Checklist also plays an important role in keeping a track of equipment
and tools and other machines which must have been installed in the hotel or installation is
required to be initiated in upcoming period.
CONCLUSION
It can be concluded from the above report that; facilities manager is generally appointed
in a hotel so as to take care of the property. Since, the property is suffering from low occupancy
rate due to ineffective managerial skills, the organization has appointed a facilities manager to
bring the hotel back on track. The report has helped in outlining training and development
aspects in a hotel, that is required to be initiated within the staff so as to brush up their
knowledge effectively. In the end, benchmarking overall quality and effectiveness is another
important aspect that is linked to bringing improvement in hotel functions.
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REFERENCES
Books and Journals
Alexander, K., 2013. Facilities management: theory and practice. Routledge.
Drion, B., Melissen, F. and Wood, R., 2012. Facilities management: lost, or
regained?. Facilities. 30(5/6). pp.254-261.
Gibbs, C., MacDonald, F. and MacKay, K., 2015. Social media usage in hotel human resources:
recruitment, hiring and communication. International Journal of Contemporary
Hospitality Management. 27(2). pp.170-184.
Lai, J. H., 2013. An analysis of maintenance demand, manpower, and performance of hotel
engineering facilities. Journal of Hospitality & Tourism Research. 37(3). pp.426-444
Meng, X., 2014. The role of facilities managers in sustainable practice in the UK and
Ireland. Smart and Sustainable Built Environment. 3(1). pp.23-34.
Ransley, J. and Ingram, H., 2012. Developing hospitality properties and facilities. Routledge.
Worthington, J., 2012. Reinventing the workplace. Routledge.
Pakhomova, L., 2016. Competitive priorities in operations and technology management:
Literature review.
Muziotti, E., 2016. Contribution de la Communauté de communes de la Vallée de la
Bruche. Santé Publique. 28(6). pp.735-739.
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