Facilities Operations and Management Analysis for Wembley Hotel

This report analyzes facilities operations and management at the Wembley International Hotel, a three-star hotel in London. It covers the responsibilities of the Facilities Manager, including staff engagement, building maintenance, and customer service. The report details required regulations, including local authority requirements, fire safety, employment laws, and building accessibility. It also examines health, safety, and environmental measures, such as risk assessments and COSHH regulations, and the importance of documentation. Furthermore, the report explores effective systems for processing information and maintaining communication, including digital employee portals, ICT systems, and property management systems. The report concludes with criteria for evaluating the quality and effectiveness of facilities operations. The report emphasizes the impact of funding and location on facilities operations, and the importance of customer satisfaction. The report provides a comprehensive overview of the critical aspects of hotel facilities management.

FACILITIES OPERATIONS
AND MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
1.1 Responsibilities of Facilities' Manager for staff engagement...............................................1
1.2 Responsibilities of facilities' manager for building-maintenance.........................................2
1.3 Responsibilities of facilities' manager towards customers...................................................2
1.4 Impact on facilities operations .............................................................................................3
LO2..................................................................................................................................................3
2.1 Required Regulations That Affect Facilities Operations......................................................3
2.2 Health, Safety And Environmental Measures That Must Be Implemented In Facilities
Operations and documentation....................................................................................................4
LO3..................................................................................................................................................5
3.1 Develop And Deploy Effective System For Processing Information And Maintain
Communication At Hotel............................................................................................................5
3.2 Control System Required For Effective Facilities Operations For Hotel.............................6
3.3 System Needed By Facilities Manager To Support Effective Building Management..........6
LO4..................................................................................................................................................7
4.1 Criteria To Evaluate The Quality And Effectiveness Of Facilities Operations....................7
4.2 Evaluation And Review Procedures To Analyse Quality And Effectiveness Of Facilities
Operations...................................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Facilities Operations and Management is one of the crucial parts of a hotel industry that
accelerate the entire productivity and profitability as well. It consists of the arrangement of all
the procedures, resources, staff and others along with customers. It lays an emphasis on the
execution, planning and maintenance of the day-to-day operations to bring concrete
improvisations so that the customers' future needs and requirements are fulfilled.
This assignment is based on understanding the different aspects of the facilities
operations and the roles, responsibilities and imminent presence of Facilities' Manager of the
Wembley International Hotel. It is one of the renowned hotels at the North West, London. This is
a three-star hotel with a modern architectural set-up and is equipped with the best of amenities
like TV with radio, coffee and tea making facilities, telephone and many more. It will also
include about the statutory regulations associated with this industry with health, safety and
environmental regulations as per United Kingdom. Additionally, this will highlight about the
information-systems with communications to describe about the overview in relation to the
facilities operations. Lastly, it will include the quality and effectiveness of this hotel's Facilities
Manager.
LO 1
1.1 Responsibilities of facilities' manager for staff engagement
The Facilities' Manager of Wembley International Hotel is held responsible for many
responsibilities for employees' engagement in better manner. They have one of the important
roles in segregating the profiles of the hired staff by giving suitable responsibilities. This ensures
in robust functioning of all the facilities and its related operations at this chosen hotel. In this
regard, they are the ones who look into the legal matters such as any type of discrimination,
harassment etc. with dedication and commitment. Moreover, they help in regulating the working
hours, compensatory incentives, appraisal, reward-systems etc. so that the performance
management of the employees must be properly assessed.
Nonetheless, they have a clarity in context to the employees' terms and conditions. It
supports in organizing sessions, meetings to improve the knowledge of employees and making
the communication channels more coherent and transparent as well. Along with, this manager
aids in structured allocation of resources and is mainly based on the availability and needs. This
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is beneficial when conducting the training and development programs and further help in the
transfer of profiles internally or externally.
Illustration 1: Reporting units of Facilities' Operations and Management
(Source: Facilities Management, 2018)
1.2 Responsibilities of facilities' manager for building-maintenance
In context to the operational aspects of building, the Facilities' Managers of Wembley has
defined their staff responsibilities and examined it accordingly on regular basis. Their ulterior
purpose is to maintain the physical infrastructure in intact manner so that their customers are
completely satisfied in relation to the hygiene and sanitation factor. They are accountable after
the security, parking, cleaning services at this hotel. Their list of responsibilities involves
designing a plan to maintain, evaluate and manage the facilities of the premises by co-ordinating
it with the other aspects of the workplace.
There is a great deal in maintenance work as many preventive measures has to be
included so that any emergency or critical situation can be overcome with proper management.
Along with this, the manager must be aware about the requirements of the supplies both in the
mechanical and electrical aspects (Finch and Zhang, 2013). They also keep a watchful eye on the
security systems at both internal and external frameworks. Data security of customers',
inventory, employees details and more must be kept safely and all the developmental works must
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be carried out in sync with capacity and space-allocation of the building/property of this hotel
chains.
1.3 Responsibilities of facilities' manager towards customers
Customers are the kings in the hotel industry. They guide the movement of facilities in an
indirect mode, thus it has a direct linkage with the facilities' management. Consequently, the
Facilities' Manager has an ability to identify, assess and evaluate their customers' feedback and
make the necessary modifications to make them satisfied the next time they visit this hotel.
Additionally, they look into addressing all their queries and dilemmas in a professional set-up to
leave a lasting impression on their minds.
The security system along with the information systems have been inter-linked with the
entire supervision of the bookings, organizing parties etc. This supports in gaining insights
regarding the sales, profits to make their security system more robust (Alexander, 2013). Along
with, they make it an important aspect to address all the customers' support undergo all the legal
obligations so that their communication systems and databases remain intact and concise. This
also emphasizes on the maintenance of the ancillary services in this hotel sector.
1.4 Impact on facilities operations
There is an imperative role of employers and funding agencies for smooth running of the
operations and facilities' management at the Wembley Hotel. It has private ownership and is
mainly has well-established funding with proper contract management for their employees to
monitor and execute the operational practices.
Furthermore, its prime location in one of the central places has given an added boost in
attracting potential customers'. The management is resourceful and has a subtle line of
responsible roles that has impacted the facilities operations in better order. It has been
incorporating the reliability factor to gain the attention of their targets audience effectually.
There has been a validated management of economic components and the entire finance revolves
around the facilities as it has an impact on the customer’s choices while visiting a hotel.
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LO 2
2.1 Required regulations that affect facilities operations
Facilities manager need to complete their responsibilities in legal way in order to avoid
unnecessary exposure to liability. There are various statutory regulations that affect facilities
operations in a hotel like:
 Different local authorities have different set of regulations which are required to be
followed inside the hotel so that operational and estimated cost is reduced (Singjai,
Winata and Kummer, 2018). There are various public and private authorities that need to
work in collaboration with the ministry of justice, department of pension and work,
police services, cultural and leisure facilities, resource services and many more.
 Fire authority need to be employed in case of fire emergency. All the requirement and
expectations of fire authority should be fulfilled.
 Employment and insurance laws need to be followed like each and every employee need
to be insured and follow all the employment laws.
 Building and accessibility rules and regulations also need to be followed. These laws
need to be followed for safety of employees in under construction or renovation building.
These are the regulations set to ensure health and safety of employees and those building,
as it is one of the main responsibility of Facility manager (Chen and et.al., 2018).
2.2 Health, safety and environmental measures that must be implemented in facilities operations
and documentation
 To ensure the health, safety and environmental measures risk assessment procedure must
be followed like identifying hazard, identification of employees who might get harmed,
evaluation of risk and safety measures, implementation of those measures and at last
those measures need to be reviewed and updated accordingly and all these measures must
be documented accordingly.
 Control of Substances Hazardous To Health (COSHH) regulation must be followed. It is
a United Kingdom rule which states general requirements on employers to ensure the
protection of employees and other staff from hazardous substances used at work by risk
assessment, exposure control, incident planning and health surveillance. It is also the duty
of all the employee to take care of themselves from all the hazardous substances used
inside the hotel. They also need to take care of all the prohibition of hazardous
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substances' importation into European economy (Parker and Chung, 2018). If any breech
of regulations is done by any employee, staff members or facilities manager himself, then
they can be punished to commit a crime. Facilities manager should take care of all the
hazardous substances that is to be used inside the hotel for the safety of all the guest,
employees, staff members etc.
 Relevant authorities like health and safety executive inspectorate, environment health
officer should conduct regular inspection and auditing inside the hotel to check whether
all the regulations, laws are being enforced inside the work place for the safety and
welfare of all the employees. It is the duty of health and safety executive inspectorate to
encourage the enforcement of all the regulations inside the work place for the health,
welfare and safety of all the employees and duty of environment al health officer is to
inspect the hotel for safety and health of employees, food standards and food hygiene is
maintained inside the hotel or not.
 All the documentation must be recorded for all the environmental and sustainability
issues which may occur in facilities operations like definition and principles of
environmental, social and economic factors, cost and benefits of planning and
implementing changes of environmental impact must be documented from different
perspective, different measures must be documented to ensure the sustainability of
environment inside the hotel, all the facilities operations must be implemented as well as
documented for the hotel business and at last all the environment friendly operations
inside the hotel must be documented as well (Lee, 2018).
LO 3
3.1 Develop and deploy effective system for processing information and maintain
communication at hotel
To deploy and develop effective system for processing and maintaining information and
communication in the hotel following measures must be taken like:
 Digital employee portal must be established inside the hotel so that all the employees and
staff members can have access to all the information they need so that they can perform
their job responsibilities at the highest level they can. Hotels can remove the information
sharing barriers by establishing employee portals which include all the type of resources
like VIP guest coming list, on-boarding initiatives, best practices, safety and health
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instructions, maintenance announcements and many more. All the employees must be
able to find this information on their portals.
 Transparency around the hotel communication must be increased so that all the
employees working inside the hotel can increase their engagement and communication
within the staff members (Appleby, 2018).
 Frequent training workshops for all the employees must be conducted so that all the
employees are aware of all the new best practices that must be conducted inside the hotel.
 Proper ICT systems must be installed inside the hotel for booking, managing room
inventories, proper billing information system, and to record details of all the guest
staying inside the hotel.
 Property management system can also be installed and used for all the operations of
hospitality accommodations etc.
 Management information system can also be used as a tool for managers to evaluate,
organize and efficiently manage all the departments within the Hotel organization (Janse,
2018).
 Customer records and mailing list should also be maintained and recorded so that if any
offers or discounts are going on inside the hotel then costumers can be informed about
that through emails.
3.2 Control System required for effective facilities operations for hotel
There are various control systems required inside the hotel for effective facilities
operations like:
 Budgeting and accounting control system must use to ensure comprehensive accounting
services inside the hotel to ensure efficient, organized and straightforwardness inside the
hotels budgeting and accounting to reduce the operating cost of the business.
 Purchases and sales system is also important to be used to manage, monitor, cash drawer,
receipt printer and all the retail sales operations are managed and done.
 Human resource planning system can also be used like oracle HCM cloud. These soft
wares are used to facilitate work of human resources inside the hotel (Laudon, 2018).
This system manage payroll, scheduling etc.
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 To manage staff and employees wedges and salaries a software or a system must be
installed so that increments or bonus given to employees or staff members can be planned
and given within the budget.
3.3 System needed by facilities' manager to support effective building management
There are various systems that are needed by facilities' manager to support effective building
management are:
 Planning and scheduling systems can be used to support building management. These are
the decision support systems used for planning and scheduling that uses computer
systems. It is used to verify existing work progress, define roles of supervisors or
planners or operation coordinates, product data management, customer relationship
management, warehouse management system, advance planning and scheduling and
many more things.
 Marketing and publicity systems can be used to remain master and relevant in this digital
age and can reach their customers more easily to increase their customer-base. It is a
simple tool which manage communication between customers and hotel so that all the
guest or customers can know about the products and services offered by the hotel and can
be used efficiently.
 To manage and maintain building maintenance, renovation or redecoration schedules and
records a system must be used so that all these records can be managed and stored. It can
also be used to store information about all the newly installed equipment inside the hotel
building.
 There are many systems that can be installed inside the hotel building to monitor or
controlled building management like installation of lifts, fire alarm system, access control
system for employees, security and observation, electric power control, security
automation lightening control, heating, ventilation and air-conditioning and other
engineering systems. These systems can be used for efficient monitoring of energy
consumption, save time and money, improved hotel reliability and for many more
purposes.
LO4
4.1 Criteria to evaluate the quality and effectiveness of facilities operations
There are three criteria to evaluate quality and effectiveness of facilities operations:
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 Every guest should be treated like a VIP so that quality of services provided by hotel is
not degraded and guest can experience the bust service of the hotel. For this hotel staff
should be attentive, responsive and should have a sense of urgency for everyone.
 Training should be provided to all the employees and staff members in regular interval
so that they can remain updated with their responsibilities and duties to enhance guest
experience. They should be trained for all the new technologies used as well as for all the
systems used inside the hotel like performance support system.
 Hotels nowadays need to remain updated with the technologies used in order to survive
the competition in the market and to maintain the quality of operations within the
organization like property management software, human resource management software
so that these soft wares can be used to get more ROI, improve guest experience, increase
hotel staff responsibilities etc.
 Internal communication within the organization must be maintained so that information
transfer within the hotel is done easily and all the staff members and employees are
updated with all the changes or updates that are done (Singh and et.al., 2018).
 Customer service performance should be measured and improved. Efforts should be
made to address and determine guest issues and requests. Facilities manager should
ensure that their staff members have knowledge about all the needs and requirements of
the guest and if any issue occur then best solution to that issue should be delivered to the
customers as quickly as possible.
 Overall performance of hotel staff and employees should be measured and should ensure
that whether all the objective of the hotel are being fulfilled by the management and staff
members, whether all the employees are performing their duties in a responsible manner
towards hotel and guest as all these criteria affect the overall performance of the hotel
operations, guest experience and revenue generation.
4.2 Evaluation and review procedures to analyse quality and effectiveness of facilities operations
Quality and effectiveness of facilities operation can be evaluated and reviewed in
following ways:
 First of all, purpose of the facilities' operation must be clear in order to evaluate its
effectiveness.
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 Then source of information must be known in details which provide information about
types of customers and their frequency of visit, staff members working in the hotel,
information about the services and products offered to the customers etc. like social
media (Boddy, McCalman and Buchanan, 2018).
 Management of all the operations and services of the hotel or business must be evaluated
that whether they are managed and performed according to the needs of the customers
and hotel staff or not.
 Method of data collection should also be known and evaluated, as it is important to know
whether the data collection method is genuine and is performed properly or not like
feedbacks, questionnaires, conferences, seminars, observation etc.
 Feedbacks from the customers must also be taken to analyse quality of facilities
operations. These feedbacks can either be written or oral feedbacks which can be taken
either from reviews, surveys or interviews.
 Accuracy, relevance and reliability on the hotel staff and employees must be evaluated as
it will directly impact the quality of operations performed and the brand image. Blind
dependencies on the hotel staff shouldn't be there in fact time to time evaluation must be
done.
 Recommendation from hotel staff, employees as well as from the guest staying in the
hotel must be taken into consideration and improvement must be done for the effective
facilities operations.
 Every hotel need to take various permission from the government and validity of those
permissions are fixed for example to keep liqueur and provide it to customers, validity of
keeping and serving them is fixed.
CONCLUSION
It has been summarized that facilities operations at Wembley International Hotel has
integral contribution in managing operational activities. This has also concluded about the
effective strategic planning of the Facilities Manager to conduct and execute all the roles and
responsibilities for suitable movement of the working practices without any substantial issues.
Furthermore, it shed light on the significance of the quality and effectiveness of this hotel's
operations for generation of profits and enhanced sales volumes. This assignment also focuses on
different criteria to evaluate the quality and effectiveness of facilities operations and how these
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criteria can be implemented to improve the quality of these operations had been explained. To
sum up, this area is playing an influential role in underpinning the facilities for longer run to gain
the attention of potential customers' base.
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REFERENCES
Books and Journals
Alexander, K., 2013. Facilities management: theory and practice. Routledge.
Appleby, P., 2018. Sustainable facilities management. Routledge Handbook of Sustainable Real
Estate.
Boddy, D., McCalman, J. and Buchanan, D.A., 2018. The New Management Challenge:
Information Systems for Improved Performance. Routledge.
Chen, S., and et.al., 2018. A comprehensive theoretical framework for examining learning effects
in green and conventionally managed hotels. Journal of Cleaner Production. 174.
pp.1392-1399.
Finch, E. and Zhang, X., 2013. Facilities management. In Design and Management of
Sustainable Built Environments (pp. 305-326). Springer, London.
Janse van Rensburg, N., 2018. Facilities management practice, AC Hauptfleisch.
Laudon, K. C. and Laudon, J. P., 2018. Management information systems: managing the digital
firm. Pearson.
Lee, M., 2018. Challenges of facilities manager in managing a university: a case study of the
OUHK. HKU Theses Online (HKUTO).
Parker, L. D. and Chung, L. H., 2018. Structuring social and environmental management control
and accountability: Behind the hotel doors. Accounting, Auditing & Accountability
Journal. 31(3). pp.993-1023.
Singh and et.al., 2018. Packaged scalable energy information systems for hotels. Journal of
Facilities Management. 16(2). pp.119-141.
Singjai, K., Winata, L. and Kummer, T. F., 2018. Green initiatives and their competitive
advantage for the hotel industry in developing countries. International Journal of
Hospitality Management. 75. pp.131-143.
Online
Facilities Management, 2018. [Online]. Available
through:<https://facilities.gatech.edu/reporting-units>.
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