Dixon Hotel: A Case Study in Facilities Management

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FACILITIES OPERATIONS MANAGEMENT {ICN}
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Contents
Introduction......................................................................................................................................3
LO1: Task 1.....................................................................................................................................3
A. Accessing the responsibilities as a manager towards the staff (P1.1)....................................3
B. Responsibilities as a manager for improving operational activities (P1.2).............................4
C. Responsibilities as a facilities manager towards customers’ satisfaction (P1.3)....................5
D. Impact on facilities operation of employers and the funding agencies (P1.4, M2)................5
LO2: Task 2.....................................................................................................................................6
A. Statutory regulations which affect the operation of Dixon Hotel (P2.1)................................6
B. Health, safety and environmental measures in facilitating the operation of the hotel (P2.2,
M2)..............................................................................................................................................7
C. Documentation required for maintaining the compliance and statutory regulation of health,
safety, and environmental issues in the UK (P2.2)......................................................................8
LO3: Task 3.....................................................................................................................................9
A. An effective system for improving the information and communication in the hotel (P3.1,
D2)...............................................................................................................................................9
B. Control system that is required for improving the operation (P3.2).....................................11
C. The system required for a Facilities Manager to support effective building management
(P3.3, M3)..................................................................................................................................12
LO4: Task 4...................................................................................................................................13
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A. Appropriate criteria for the quality and effectiveness of the operation in Dixon Hotel (P4.1,
D3).............................................................................................................................................13
B. Implement evaluation and review procedures for analyzing the quality and effectiveness of
the operation (P4.2)...................................................................................................................14
Conclusion.....................................................................................................................................15
References......................................................................................................................................16
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Introduction
Facility management is professional management who focus on discipline, efficient and effective
delivery of support services for the organization. The study has introduced the different
responsibilities and functions of facility management for a newly opened hotel. The Dixon hotel
is a part of Marriott’s Autograph collection and is situated in Tooley Street, near London's iconic
Tower Bridge. The hotel has 193 rooms in cloning 10 suites and 25 staffs initially. Approaches
for maintaining compliance and statutory with proper sustainable activities are reflected in the
study.
LO1: Task 1
A. Accessing the responsibilities as a manager towards the staff (P1.1).
The major responsibilities of being a facility manager are to ensure equality output for the
customers. The facilitating manager has to focus on engaging in the stars for the best facilities in
the new hotel. The different responsibilities that a manager should focus on increasing the
operation and employees are:
 Ensuring the facilities operating on a daily basis.
 Dealing the emergency issues like fire issue, hospital issue, etc.
 Formulating the plans for the future development of the Hotel.
 Creating plans for replacement and repair of the different requirements in the hotel
(Heizer, et al. A., 2017).
 Managing the vendors for improving transportation, food quality, and event manager for
parties, etc.
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 Focusing on the cleanliness of the hotel.
 Ensuring about health and safety of the employees as well as the customers.
It is very important to maintain each and every step in as the hotel is new into the market and
have to compete with many competitors. Different facilities to the staffs can help to control and
manage the facilities operation (Forde, et al. 2015).
B. Responsibilities as a manager for improving operational activities (P1.2).
While managing the services of the hotel, the manager also looks after the operation activities
which controls the overall process in the hotel. It is important for the facilities manager of The
Dixon hotel to mention the number of responsibilities:
Quality check: The facilities manager have to check the output quality of the operational
employees in the hotel. This will balance the operational activities and will improve the
efficiency among staff.
Customer service: The newly opened Hotel has good customer service and the manager is still
now monitoring and regulating the activities daily. This will help the hotel to compete with the
other competitors and improve the customer base by improving the service (Waddock, and
Bodwell, 2017).
Regulation: The Dixson hotel has already adopted the important laws that are said by the
government in London. The facilities manager is now regulating the laws for better efficiency of
work and health for the employees.
Employee Engagement: The facilities manager of the hotel is responsible for motivating and
managing the staff by rewarding them according to the performance, free lunch, proper leaves
monthly team outing, etc.
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C. Responsibilities as a facilities manager towards customers’ satisfaction (P1.3)
Developing an organization is one of the important motives for the employees working in that
particular organization. The facilities manager is more responsible to achieve the target and help
the organization to grow in the market. The responsibilities of the facility manager are to achieve
a high customer service which will help to develop the organization in the market. The manager
of the hotel has focused on the low cost which will attract more customers (Ağan, et al. 2016).
He/she has to focus on quality products of foods with proper ambiance in the hotel. The manager
has recorded all the luxurious communities that a customer can experience. Every day the
organization is getting a new customer so the manager of Dixon hotel has retained the customers
by providing complimentary gifts. Customer empathy is very important by giving equal priority.
The facilities manager is concerned for empathy and thus connect with each and every individual
with feedback so that it can improve more (Pärn, et al. 2017).
D. Impact on facilities operation of employers and the funding agencies (P1.4, M2)
Funding Agencies can be termed as the agencies that focus on providing capital to a different
organization through which the operation can be improved. The funding agency has provided
financial support to Dixon hotel which has helped to set up the business properly in London. The
employees of the hotel have arranged agreements for the regular supply of different food items at
low cost. This has helped to maintain an agreement for ensuring a better quality of product and
services. In respect to the funding agency, the organization has easily set the operation for long
term profitability (Ghaffarianhoseini, et al. 2017). The suppliers have played an important role in
developing the organization in collaboration with Coca-Cola and Dominos. This has increased
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and enhanced the experience of the customers within a short period of time and the facilities
manager is trying to collaborate with different cafes for improving the stock of the food.
LO2: Task 2
A. Statutory regulations which affect the operation of Dixon Hotel (P2.1)
The statutory regulations that are enforced by the regulatory organization have affected the
function of facilities operations of Dixon hotel. The different statutory regulation that the
organization has adopted are:
 Health and safety policy and control for the employees and customers.
 Food safety policy and control.
 Fire safety policy and control.
 Water testing control (Dixon-Woods, 2019).
 Risk assessment.
 Improving the agility in the organization.
It has affected in a positive way by maintaining the quality service of the food for the customers.
The hotel has also maintained less storage of food which will avoid the bacteria and improve in
the quality of the food product.
Along with this, the ability of Technology for being flexible and to adopt it with regulation has
developed a various solution to the hotel. It has made regulatory compliance by adopting the
changes that either merging into the market. According to the new European data protection
regulation, different hotels will focus on the control of data with greater security and privacy for
the customers who are checking into the hotel. The organization has maintained that efficiently
and has overcome the fear by improving the efficiency among customer loyalty. The facilities
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operation manager of Dixon of Hotel has focused on the hygienic environment in the hotel which
has improved the public health (Tan, 2018). The manager is very conscious for motivating
Employees with vacations and holidays in every week. The different operational activities for the
employees have motivated them to work cordially in the organization and achieve the goal.
B. Health, safety and environmental measures in facilitating the operation of the hotel
(P2.2, M2)
It is important to maintain the health and safety environment in each and every organization.
Dixon hotel has successfully achieved the measurements implemented by the government for
health and safety workplace. The organization has a long term plan for growing their business
into the market of Scotland within 2021. Before that, the organization will focus on the cost of
the products and the budget so that it can help to spread the business (Hopkin, 2018). To expand
the service the organization has to adopt a few more environmental and health measures in the
existing hotel. The safety and health management will support the different policies of the
organization by managing the responsibilities and health of each and every employee.
For the environment:
The organization needs to focus on water conservation and energy conservation by putting more
solar panels. It is important to focus on the carbon dioxide in the environment and thus take
major activities for removing air disparities and involvement of carbon dioxide in the
environment of the UK. The organization has already adopted green management however it is
quite minimal. The building should be certified through the LED, Green Key Global, and should
be certified for Green Hotel certification programs. Reducing water by harvesting rainwater,
grey water system, etc can help to save water. The organization can recycle the basket especially
for the newspaper, paper, glass, aluminum, cardboard, metal and plastic (McGrath, et al. 2016).
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For the health and safety of every individual in the hotel:
The organization can opt for:
 Chemical hazards and biological hazards environment.
 Structural safety of project infrastructure.
 Training and improvement in maintaining their health.
 Every individual should always wear an appropriate and clean uniform.
 Minimize the hazard by maintaining the laws that have been already implemented
initially (Verma, and Chandra, 2016).
C. Documentation required for maintaining the compliance and statutory regulation of
health, safety, and environmental issues in the UK (P2.2).
Recently the organization has adopted an HSW act based on the principle of creating a risk to
employees and others in the hotel. The facilities manager have also focus on the documentation
or the customers that are required for maintaining compliance and statutory in the organization.
 Passport number and place of issue.
 Full name with birth details.
 Government proof.
 Receipt of payment.
The facilities manager have to keep a proper record by mentioning the Data Protection Act. To
maintain statutory regulation in Dixon hotel the managers have focused on different
environmental and safety documents which relate with the age of the employees, family size of
the employees, ethnicity and marital status of the employees with a government proof which is
mandatory (Moyeenudin, et al. 2018). Once the information of the employees is documented in
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the organization's record it can ensure right and safety staffs for working. The regulation
authority in London is very simplified which have helped the organization to set the business and
employee the right staffs without any difficulties. The facilities managers of the organization
should document each activity and monitor the CCTV camera for maintaining efficiency in the
organization. Along with this, it is important for the manager to instruct the operational manager
by implementing a proper training which will help to remove the issues of health and
environment (Heizer, et al. 2017).
LO3: Task 3
A. An effective system for improving the information and communication in the hotel
(P3.1, D2)
It is important to adopt the structural and approach method for maintaining sustainability in the
physical facility of the organization. The service quality model can be adapted to focus on the
interaction quality, environmental quality and outcome quality of the organization (Moyeenudin,
et al. 2018). This will improve problem-solving and maintain the sub-dimension and dimension
of the organization efficiently.
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Figure 1: Propose multidimensional and hierarchical model of service quality in Dixon
hotel.
(Source: McGrath, et al. 2016)
The proposed model will also help to maintain a communication matrix in every part of the
organization. Information and Communication plays an important part to develop efficiency and
operational activities. The hotel managers should communicate with all the employees in an
appropriate manner so that they can understand the problem and the action needs to be taken for
reducing the problem. As the organization is newly built so the hotel should offer package to the
customer which is according to the demand in the market of London. To achieve this the
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managers have to communicate with the internal as well as the external team that will help them
to monitor the market easily. This will help to develop ideas about cultural and social changes
taking place in the UK. Dixon hotel has used recent information technology for collecting the
information and have also used social media like Facebook and Twitter (Tan, 2018). Along with
this, the organization also needs to focus on the YouTube channel as this is one of the trending
social media in the entire world. This will help to gather all the information and will maintain an
easy communication in the organization. In the long run, the hotel needs to adopt more advanced
technology which can increase the rate of communication by providing memorable notification
to the customers about the service and offers the organization will provide.
B. Control system that is required for improving the operation (P3.2)
The organization lacks in control system. The facilities manager needs to develop a control
system for operating the employees effectively and they should be acceptable to the Employees.
This will evaluate the performance of the staffs and will control the problems in the operation.
The different control measures that can be used by the organization are:
 Cloud-based Hotel software for saving time.
 Pay-as-you-go service for updating the skills.
 Conducting the 360-degree appraisal method for the staff.
 Adopting Property Management System software for booking and communicating with
the guest.
 Spot check a working place (Dixon-Woods, 2019)
 Monitoring the video recording through a CCTV camera.
It is also necessary to give proper and structural feedback to the Employees. Through this, the
operation can be e measured and evaluated and the services will be improved. The facilities
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