Facilities Operations Management Report: Analysis of Hilton Hotel

This report delves into the realm of facilities operations management, using Hilton Hotel as a case study. It explores the multifaceted responsibilities of a facility manager, encompassing operational aspects of the building, customer satisfaction, and the impact of employers and funding agencies. The report examines the UK statutory regulations affecting facilities operations, alongside health, safety, and environmental measures. It also outlines the required documentation for compliance. Furthermore, the report addresses effective information processing and communication systems, control systems, and building management systems essential for Hilton's operational success. Finally, it establishes criteria for evaluating the quality and effectiveness of facilities operations at Hilton, culminating in evaluation and review procedures.

Facilities operation Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
A. Responsibilities as a facilities manager.............................................................................1
B. Responsibilities as a Facility manager for operational aspects of the building.................1
C. Responsibilities as a facility manager towards customers using the facility.....................2
D. Impact on facilities operations of employers (owners) and/or funding agencies............2
TASK 2............................................................................................................................................3
A. Assess the UK statutory regulations that affect facilities operations................................3
B. Discuss the health, safety and environmental measures that must be implemented in
facilities operations in the UK................................................................................................3
C. Discuss the documentation required to account for compliance with statutory regulations
and health, safety and environmental issues in the UK..........................................................4
TASK 3............................................................................................................................................4
A. Develop and deploy effective systems for processing information and maintain
communications at Hilton Hotel.............................................................................................4
B. Control systems required for effective facilities operations at Hilton...............................5
C. Systems needed by Hilton facilities manager to support effective building management6
TASK 4............................................................................................................................................6
A. Establish appropriate criteria to evaluate the quality and effectiveness of facilities
operations...............................................................................................................................6
B. Implementing evaluation and review procedures to analyse the quality and effectiveness of
facilities operations.................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Facilities operations management is all about the management process where day to day
operational activities are being facilitated. In this present report Hilton has been chosen for
assessment. Hilton is an American multinational hospitality company which has more than 570
hotels all around the world. This report will focus on Responsibilities as a Facility manager for
operational aspects of the building. In addition to this, the systems needed by a facility manager
to support effective building management will be covered in brief. Furthermore, effective
systems for processing information and maintaining communications will also be discussed in
detail. Other than this, appropriate criteria to evaluate the quality and effectiveness of facilities
operations at Hilton will also be covered.
TASK 1
A. Responsibilities as a facilities manager
Hilton Hotel majorly focuses on providing the best facilities to their clients in terms of
safety, accommodation and food (Davisand and et.al., 2018). To perform duties as a facility
manager one needs to ensure that all services are being met in proper way and that meets the
need and expectations of people.
 A facility manager should ensure that all the work and operation in the Hotel are running
properly.
 They have to communicate every inspection they do to those who take decision regarding
Hotel. They work closely with decision makers so that it can be ensured that business is
running properly and smoothly.
 In case of any emergency arises, it is the duty and responsibility of Facility manager to
deal with the same. For example, breaking down of any machinery or equipment. They
make contingency plans where it is already known that what is required to be done in
case of such situations that occur suddenly.
B. Responsibilities as a Facility manager for operational aspects of the building.
Hilton is opening its new Hotel in London and while opening a new building of Hotel,
facility manager has major responsibilities.
While planning and deciding the location of Hotel, it is the been considered that Hotel building
must be at such location that customers can easily reach. While determining the location facility
manager must check all the details and give it to top level management and those make the
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decision. So, it is one of the major responsibilities of facility manager which they need to
perform while opening of a new Hotel building.
In addition to this, they should ensure that all the efficient systems are being used in the
operation of Hotel (Lai and Man, 2018). It will help in running Hotel smoothly and maximum
customers will be attracted if Hotel will provide the best facilities and services.
The major key is of operations in Hotel is maintenance which is performed by
Housekeeping department of Hotel. But here Facility manager also plays an important role where
they have to ensure that all the facilities are being provided in the best possible manner. Clients
are getting good facilities and housekeeping department is performing their duties well or not.
C. Responsibilities as a facility manager towards customers using the facility
Facility manager has the most important role towards the customers of Hotel. They are
being appointed to check weather visitors who are using the facility are satisfied from the same
or not. These can be possible only by way of keeping a daily check on the activities and services
that are being provided to customers.
Facility manager should ensure that customers’ expectations are fulfilled and to check the
same they take focus on planning about feedbacks. It is their responsibility to check whether all
the feedbacks are taken seriously or not and changes are made in the area where the Hotel lacks.
They should also ensure that better deals and discounting offers should be available on
next visit. This will be a good deal in order to attract consumers. This will allow the facility
manager to give better facilities which is the major responsibility of facility manager.
Beside this, there together exists some other vital responsibilities of a facility manager to
undertake certain internal as well as external checks. It is basically in terms of getting feedback,
directly from the employees along with the guests at the time of checking out. However, an
external feedback will refer taking feedback from their official website of Hilton and other
related sites tied up with them, namely, Booking. Com, Trip advisor and Expedia, etc.
D. Impact on facilities operations of employers (owners) and/or funding agencies.
Facility manager should carry all the duties as per the legal rules and regulations.
Standard operating process must be followed by them. They are appointed for looking out the
customers, operations and other staff oh Hilton Hotel. It is the major work to ensure that all
things are going as per the legal procedure in the Hotel. If Hotel will be operated entirely as per
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the legal process than it will be easy for funding agencies to invest in the Hotel. This will provide
satisfaction to funding agencies as they will be confident about their investments. As Hilton will
carry all its operations in legal manner and it will be ensured by facility manager. This is to
discourse upon the impact on facilities operations of employers and funding agencies who plays
a significant role in maintaining these operations in hotels like Hilton. It is where the funding
agencies are known to provision fiscal support to the enterprise. This is for instance at time, the
cited firm is unable to put up capital for running a large-scale operation, funding agencies can
assist via necessary funding required for the same. Likewise, on referring to employers, the
quoted entity has been found that suppliers have a huge contribution in providing operations
facilities. It is with a pivotal existence of employers who contract the suppliers to get the benefit
and make regular supply of food, etc. This is for example the consumers in Hilton Hotel
demands a huge requirement of coca cola drinks and for which, the employers create an
agreement with suitable suppliers who can provide the same on regular basis and in good quality
as well. Such type of agreement is expected to improve the facility operations of the elected
establishment.
TASK 2
A. Assess the UK statutory regulations that affect facilities operations
In United Kingdom, there are very hard and strict rules and regulations. These laws are
being implemented by government for the safety of unaware and poor people. Every organisation
has to follow the rules and regulations in order to ensure safe practices. These are also to be
followed in order to ensure that Hotel operations are not carrying any fraud activities. Thus, it is
not harming any employee or worker.
In context to Hilton, it is operating after taking the proper license from the government in
every nation. Rules and regulation are to be followed by Hilton so that every operation can be
carried out as per the government policies and procedures (Pärn, Edwards and Sing, 2017). Law
of United Kingdom says that every Hotel should carry its operations in such a way that it will
prevent the people from damage of their emotions. Safety is the biggest concern of Hotel as
people trust before booking and staying in any Hotel. It is dependent on the Hotel that how it
should treat its clients and ensure their safety. Government also major concern about safety of
people and that is the reason safety laws are applicable on Hotel industry. Hygiene rules are the
major concern for Hilton hotel and it takes all necessary steps in order to follow the same.
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In addition to this, License for Alcohol and music, sound and certification for hygiene
food along with safety and security must be obtained by Hotel. It will help hotels in running their
business with more safety and security. They have to accomplish the Employment Law, Equality
law and Disparity among the people by a facility for the operations.
B. Discuss the health, safety and environmental measures that must be implemented in facilities
operations in the UK.
United Kingdom is very strict in terms of its laws, rules and regulations. It is the duty of every
person to follow the same as it is mandatory to implement it while running any kind of business
venture. UK has come up with an act in 1974 which is named as Health and safety act, 1974.
This act says that there are certain measures that should be followed but below are some safety
rules that has to be implemented by Hotel while running their business.
 In order to keep the accommodation clean, PEST control activities should be followed. It
will keep every insect and mosquitoes away and it will control the same.
 Different health camps should be organized for staff of Hotel so that their health can be
checked on regular basis. It will help the Hotel in bringing more productivity.
 In order to keep the customers and staff member health safe, all the food should be tested
on the basis of hygiene and quality before serving it to clients.
This all the aspects will help the Hotel in carrying operation in more effective way (Khan,
Otusanya and Dosumu, 2018). Other than this, health is such a measure which is the first priority
of every person. So, Hilton Hotel is focusing on carrying the same by following environment and
safety rules. Below are some areas in which, facility managers can implement the health, safety
as well as environmental measurements-
 Training and improvement- This is basically to provide regular sessions of training to the
employees with a special consideration of making them aware of the new methods of
working. It is also to assist them in a better maintenance of health and safety by providing
distinct developmental courses to the existent workers to enhance their quality.
 Check quality- It is referred to be yet another prime accountability of facilities manager
to verify the quality of workers within a specific period of time. This is for instance if the
quality is not found to satisfy the organisational goals, Hilton will be required to provide
requisite developmental programs to enhance worker’s quality to perform effectively.
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 Use of information technology- It is to ensure a proper use of computers for maintaining
the health and safety aspect of consumers. Any misuse can lead to become a threat to the
organisational activity, for whose avoidance, it is important for the facility manager of
Hilton to stay conscious about it.
C. Discuss the documentation required to account for compliance with statutory regulations and
health, safety and environmental issues in the UK
Every business requires to follow the procedure before establishing the venture. In case of Hotel
industry various documentations are required to be complied with so that activities can be carried
after proper licensing and certifications. Following are some documents which are required in
order to comply with the statutory regulations in the Hotel industry.
License of operations for the hotel property- While establishing a Hotel, license is mandatory
to be taken for the purpose of starting the operations. There are different kinds licenses which are
required to be taken. The following are fire control, operations of building and other kind of
statutory licenses.
Certifications and licenses - For running the food and beverages department in hotel different
kinds of certifications are required to be taken. It is mandatory to take license and hygiene
certificates as per the UK hygiene and food safety act. In context to Hilton, it has taken different
certificates and licenses for its restaurants so that every operation can be carried in the same way.
Certification on the health and safety of the customers – When a person book hotel for
staying they show their trust in that. So, it is the duty of every hotel to keep their customers safe
and secured. To ensure the same government has made a compulsion for every hotel to take
certificates on the health and safety. As per the Certification on the green and clean environment
and health and safety act 1974 it is a compulsion to practice duties after obtaining certificates.
TASK 3
A. Develop and deploy effective systems for processing information and maintain
communications at Hilton Hotel.
In every hotel there are various functional units that operates within the hotel to carry day
to day working. Every department is dependent on each other and thus they need to make
communication so that work can be carried more effectively. There are many ways to do an
effective communication in hotel and the same is followed by Hilton.
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 Managers use walkie talkie to communicate with their employees so that action can be
taken instantly in case of any emergency.
 Hilton has a mail facility which helps in sending every formal detail and it can be saved
also for future proofs. As e-mails can be saved by the employees so that a formal
communication can be carried out through the same.
 In addition to this, effective operation can be carried out by using telephone facility
which is present in every department along with the rooms of hotel. Clients can also use
the same in order to conversation with any department of Hotel. This will process the
information in every department regarding their needs or any other problems. It is such a
way of communication which is available 24 hours in the hotel.
Other than this, opera is referred to be the another most vital tool in hotels to manage the
operations related to accommodation facilities. It automates the system which in turn helps in
saving time while carrying out the operations related to front office management. This includes
the process of reservation, check out and check in, etc., and is mainly focused at minimizing the
human errors. Apart from this, it also provides a detailed report of these procedures and helps in
determining any ineffective procedures to take early precautions by detecting any likely issues
with their relevant solutions.
Additionally, Cloudbeds software is found to be yet another prime tool used to manage the
process of reservation in Hotels like Hilton. It basically consists of 6 crucial tools in a single
packaging which is easy to use. Other than the Property management system (PMS), it is also
comprised with channel manager, mobile friendly booking engine, payment processing, business
analytics and guest CRM. Being a useful hospitality software, it serves as a platform for booking
engine and helps in managing projects as well as channels by simplifying the tasks of assigning
rooms, accounting and making reservations, etc.
B. Control systems required for effective facilities operations at Hilton.
Hilton management system follows various control systems so that operations of hotel can be
carried out effectively. Here are some major control systems which are discussed below:
Purchase and sales: To run a Hotel there are various things that need to be purchased
and the same shall be recorded properly by purchase department. It will be useful for accounting
department to know about the purchases that has been made in the entire year.
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Budgeting: To carry out the management system properly and effectively budgets are
being prepared. It helps in knowing every detail in advance that this is the estimation that will
happen in the future (Serio and et.al., 2018). After knowing the overall estimation of every
department managers take effective steps to control the same. This is the best method to control
expenditure and eliminate wasteful activities. Thus, Hilton follow budgeting process and carry
the operations in effective manner.
Accounting and auditing: A separate unit is established in every Hotel which keep
detail check on the books of accounts. This department audits every indirect and direct expenses
along with that it checks the sales and purchase of Hotel. In context of Hilton, their accounting
department is handled by highly knowledgeable person who have complete knowledge of
accounting. This results in an effective control as they guide that in which area expenses are
required to be controlled and managed.
Food and beverage department- This being one of the most important department of
Hilton has some major responsibilities of maintaining food stocks and purchase the in- demand
food products by together providing training to the workers. It thereby requires an effective
control system to computerize the best practice within their catering operation. This is basically
to give an idea to the managers about the flow of food in the restaurant and effectively plan the
cash flow and stock control measures.
Front office department- It also represents a crucial department of a hospitality
organization for being responsible to directly interact with the consumers. It thereby needs some
internal checks to provide pleasing services to the users. SOPs, CRS and PMS depicts such
internal check measures. Herein, SOP is meant for Standard operating procedures and is used for
handling guest’s luggage, reservation request, handling wakeup calls, processing any
cancellation requests, controlling guest room keys and guest check ins and check outs, etc. CRS
is for Central reservation system and is mainly used for the purpose of reservations and guest
registrations, etc. Lastly, the PMS being Property management system is used to undertake the
basic objectives of all departments in a hotel where PMS is usually of 2 different types, namely
local and cloud based.
Housekeeping and maintenance- Housekeeping department also plays a significant role
in satisfying guests through effective practices of cleaning and maintenance, etc. It plays a
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contributory role in retaining the guests by together generating a newer base of customers. SOP
is hereby considered to be an effective control system for this department as well.
Hence, above all activities helps Hilton Hotel in knowing every detail and controlling the
unwanted processes. It will result in carrying operations of Hotel in effective manner.
C. Systems needed by Hilton facilities manager to support effective building management
Facilities managers are appointed so that they can keep a check on the operation of the Hotel. In
order to carry the same following systems are followed by the facility manager so that
management of Hilton can be build more effectively.
Fire alarm system: Facility manager should ensure that everywhere Fire alarms are being setup.
It will help in knowing in case of any fire arises and actions can be taken instantly to stop the
same (Sarif and et.al., 2018). It is a really important system that must be needed in every hotel
and facility manager Hilton should also focus on the same.
Security systems: Every person trust hotel when they made booking in it. It is the major duty of
management of hotel to ensure that their clients are safe and secured. Facility manager should
ensure that all the rules of security are being followed by Hilton Hotel. All the required systems
for the purpose of security such as CCTV cameras are being installed properly. A regular check
on working of cameras should also be done. This will result in building trust of clients and
management system will also be improved by the same as it will help in keeping an eye on
employees of the Hotel.
HVAC systems: It is a system which is installed in hotel to keep a regular check on air
conditioners of all the rooms. Facility manager should ensure that this system in needed in Hotel
so that working of AC can be checked (Zientar and Zamojska, 2018). As no clients compromise
and waits for AC to work back again. It should be managed and checked before that Air
conditioner is working properly. Such proper services will give satisfaction to the customers.
All these systems must be needed in a Hotel so that clients can get a feeling of satisfaction
regarding their security and proper services.
TASK 4
A. Establish appropriate criteria to evaluate the quality and effectiveness of facilities operations.
At Hilton hotel, facility manager is being appointed so that they can evaluate the quality
of operations that are being carried in the hotel. To carry out the same following process will be
followed:
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Setting the targets, objectives and the plans: This step says that all the functions that are being
carried out by hotels should be checked properly. Every task should be performed by those who
are assigned for the same. In order to improve the quality of work, food and services facility
manager has to keep a detail check of every activity. This can be done by automated systems that
are being set up in hotels.
Development and implementation of the training and developmental programs for the
employees working in Hilton hotel: Employees are required to be trained for the work they
need to perform in the Hotel. In context to Hilton, it has an effective training program which
enhances the skills of its staff members. Facility manager should ensure that customers’
expectations are fulfilled and to check the same they take focus on planning about feedback. It is
their responsibility to check whether all the feedback is taken seriously or not and changes are
made in the area where the Hotel lacks. Thus, the same will help in gaining quality work for the
employees. Overall performance of Hotel will be enhanced through its training and development
program.
Development of Vision, Mission and Standards for whole – Every Hotel has their mission and
vision which sets the standard for employees. Hilton mission is to provide quality services to its
clients so that they can come again (Vives, Jacob and Payeras, 2018). It will create a brand name
of the hotel along with that overall growth of hotel can be enhanced. When vision and mission
are developed and standard are set up by the same. It has set up a quality and effectiveness of
facilities operations.
B. Implementing evaluation and review procedures to analyse the quality and effectiveness of
facilities operations
Hilton has set up following review procedures so that quality and effectiveness of facility
operations can be analyzed.
 Check and review all the training and development programs that are being carried by
human resource department of Hilton hotel. It will be checked and analyzed by
measuring the performance of employees (Yang, Mao and Tang, 2018). This will help the
facility manager in knowing about the wrong process or false information that is being
given to employees. In order to guide the staff members such evaluation and review is
really important so that quality of work can be enhanced.
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 Other than this, Open door policy is given to guest can come and check the rooms and
entire Hotel before making any booking so that they can be satisfied while confirming the
bookings. This facility is available online on its website also from where the guest can
see room and Hotel completely.
 One to one review is taken from the visitors for the facility and services they have been
given. This will be more clear and quality can be enhanced through the same.
 Email facility on checking out from Hotel is also been provided by Hilton hotel.
CONCLUSION
From the above report it has been concluded that facility manager is appointed so that it
is being ensured that all services are being met in proper way and need and expectations of
customers are being met or not. In addition to this, license and certificates are required to be
taken by hotels for safety of people and maintaining proper hygiene in the Hotel. Other than this,
Facility manager should ensure that everywhere Fire alarms are being setup along with HVAC
systems in order to support effective building management.
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REFERENCES
Books and journals
Davis, B. and et.al.,., 2018. Food and beverage management. Routledge.
Lai, J.H. and Man, C.S., 2018. Performance indicators for facilities operation and maintenance
(Part 1) Systematic classification and mapping. Facilities, 36(9/10), pp.476-494.
Pärn, E.A., Edwards, D.J. and Sing, M.C.P., 2017. The building information modelling
trajectory in facilities management: A review. Automation in Construction, 75, pp.45-55.
Khan, F.A., Otusanya, S. and Dosumu, N., 2018. The role of entrepreneurs in provision and
sustainable operations of sanitation facilities in public places in Nigeria.
Serio, L. and et.al., 2018, September. A smart framework for the availability and reliability
assessment and management of accelerators technical facilities. In Journal of Physics:
Conference Series (Vol. 1067, No. 7, p. 072029). IOP Publishing.
Sarif, S. and et.al., 2018. Management of Sharia Compliant Hotel in Malaysia: The Experiences
of Waqf Hotels. In Proceedings of the 3rd International Halal Conference (INHAC
2016) (pp. 373-383). Springer, Singapore.
Zientara, P. and Zamojska, A., 2018. Green organizational climates and employee pro-
environmental behaviour in the hotel industry. Journal of Sustainable Tourism, 26(7),
pp.1142-1159.
Vives, A., Jacob, M. and Payeras, M., 2018. Revenue management and price optimization
techniques in the hotel sector: A critical literature review. Tourism Economics, 24(6),
pp.720-752.
Yang, Y., Mao, Z. and Tang, J., 2018. Understanding guest satisfaction with urban hotel
location. Journal of Travel Research, 57(2), pp.243-259.
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