Detailed Facilities and Operations Management Report for Coworth Hotel

This report provides a comprehensive overview of facilities and operations management, focusing on the Coworth Park Hotel. It begins with a definition of facility management, outlining responsibilities and scope, including the roles of a facility manager towards staff and customers, and the impact of facility operations on employers and funding agencies. The report then delves into statutory regulations affecting facilities operations in the UK, specifically for the Coworth Hotel, covering health, safety, and environmental measures that must be implemented. It also addresses the required documentation for compliance. Furthermore, the report explores effective systems for processing information, maintaining communication, and the control systems needed for effective facilities operation, including building management systems. Finally, it evaluates the quality and effectiveness of facilities operations at Coworth Hotel and discusses the implementation of evaluation and review procedures to ensure optimal performance.

Facilities and operation
management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 definition of facility management with its responsibilities and scope.................................3
1.2 Responsibilities of facility manager for staff engaged in facilities operation ....................4
1.3 Determining responsibilities the facility manager has towards customer using the facilities
.....................................................................................................................................................4
1.4 impact on facility operations of employers and funding agencies .....................................5
TASK 2 ...........................................................................................................................................5
2.1 Statutory regulations that will affect facilities operations in Co worth hotel .....................5
2,2 health safety environment measures that must be implemented by a facility manager.......6
2.3 documents required to account for compliance with statutory rules and regulating and
health, safety , and environment measures..................................................................................6
TASK 3............................................................................................................................................7
3.1 develop and deploy effective systems for processing information and maintaining
communication............................................................................................................................7
3.2 control systems required for effective facilities operation..................................................7
3.3 systems needed by a facilities' manager to support effective building management .........7
4.1 Evaluation of quality and effectiveness of facilities operations of Cowarth hotel................8
4.2 Implementing evaluation and review procedure...................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Facilities and operation management refers to managing people , place and process and
making sure that all the activities will increase the quality life of people. The report for this study
is Cowarth Park hotel taken into consideration. This hotel also known has cowarth house. Its
been from one of ten hotels which are controlled by Dorchester collection. Hotels has 3
restaurants. Present study tells and further describes that roles and responsibilities of facility
manager and towards staff , customers. Effect of facility operation in funding agencies. The legal
formalities which are required in running any business in UK. The laws are to be followed like
employment laws , equity law in organisation . Hotel industry has to consider the all safety ,
environment measures which are needed in satisfying customer . It follows various systems for
measuring the performance of employees like continuous monitoring , observing through CCTV
camera. Different types of controlling system like plumbing system ,fire alarm system ,
engineering system and many more. There are some criteria on that basis the quality and
effectiveness of facilities in working area are operated. The evaluation of review procedures to
monitor the quality of performance of operational manager. Hotels provide all the facilities but
how the manager guide is necessary.
TASK 1
1.1 definition of facility management with its responsibilities and scope
Facility management refers to a management done professionally and which concentrate
on delivery of services to the firm in time effective way. It tells about betterment of people’s life
by making people, place, and process together and increases the business potential. It is
interdisciplinary in nature and main goal is maintained the supply and demand of services in
private as well as public entity(Xu, and Chi,. , 2017).
When bifurcate the wording, facilities means providing services with motive to serve.
Examples are real state property, buildings, lighting etc. the scope of this are : it is divided in 2
areas which are space and infrastructure and people & organisation. These are known as hard and
soft facility management.
One focuses on environment that are made physically and other on work and
occupational psychology. The role of facility manager in Co worth park hotel is to looking after
the daily task and minimising cost. In every business work is to manage the services and also

responsible for the looking after the activities like cleaning, utilizing the space in building. It has
the responsibility for giving directions to maintenance staff.
1.2 Responsibilities of facility manager for staff engaged in facilities operation
The work of facility manager in Coworth park hotel for staff in context of
 Accessibility – staff is working daily in every situation and learning new things in the
hotel. The responsibility of the manager to look after the whole things which are needed
by staff. Solving their issues in their working environment . Ensuring them that if they
are having any problem than give the trust of giving the solution immediately.
 Maintenance and Repair – in this the work of the manager is to look after employee in
every situation and guiding them about how work is done in the hotel make sure about
the work done in prescribed manner and working with all safety measures(Tan,.,
Zaman,and Sutrisna, ., 2018).
 Mechanical and Electrical System – in this working is more critical. All work is related
to mechanic and electric part so make sure that appoint only that person who have the
abilities to handle all these work.
 Refurbishment and Security – it means that work of painting, cleaning and so on to
look the building new one. Manager has look after the maintenance and work and give
them all type of necessities which they require.
1.3 Determining responsibilities the facility manager has towards customer using the facilities
The basic responsibilities of the facility manager for customer are
 Good Customer Service – the co worth park hotel of UK is providing quality service to
consumer so that clients will remain in the firm. Services are given according to needs
and wants of customers. Resultant will be satisfaction as well as word of mouth publicity
will be there, which are good for the organisation.
 Customer Retention – serving consumers by quality services and according to their
demand give them reason to be loyal for organisation. The manager has to take care about
it and look after all things. In Coworth hotel also providing services which can satisfy
customers.
 Customer Retention - if firm will give them full facilities and best services than they
will definitely retain in your hotel. Coworth hotel makes sure that all the amenity are
provided are good enough to stop the client in firm.

 Customer Empathy - manager has to look after the work of staff and provide them
while considering the feelings of consumers. Coworth hotel is also doing it and
understanding feelings of customers so that they feel like prevailed.
1.4 impact on facility operations of employers and funding agencies
Funding agencies means who give money to run daily working of company and also
support in regular projects. All work of hotel is according to the legal rules.. When firm had
appointed the new manager than he will definitely take care of all customers, staff and work of
hotel(Obonyo, and.et .al. 2018).
From this firm get to know that all work is done by following the rules and employer is
free from any restrictions. This satisfies the agencies who are funding and they also make sure
that any activities which are not legal are not followed by organisation. The Coworth hotel also
ensures the rules and regulations are implemented successfully. Manager has responsibility of
controlling all working services which are followed in hotel. All works are done in prescribed
manner. Manager makes sure that any employee is not overburdened with work and divides
work equally.
TASK 2
2.1 Statutory regulations that will affect facilities operations in Co worth hotel
The laws of UK are very strict as compared to other countries. Coworth hotel has
followed all rules and regulations which are prescribed by hotels. All certifications which are
needed for hotel are completed so that further issues are not created. Hotel should be
following all safety, environment and health measures for clients. This creates the sophisticated
environment in hotel. The guests of the hotel mainly notice this only.
If firm has all prepared and completed documents , than owner of entity has right to run
business. Internal and external audits are planned. Employee is trained which involves how to
handle customers. Facilities of fire, health, hygiene are there in hotels. The consumption of
alcohol has strict rules and regulations and employee has to look after all the safety measures
and main is hygiene. All the social responsibilities are fulfilled by owner like the laws related to
equity in giving salary to workers, all rules which are made for employees and disparity among
employees who are deployed under the facility of operation. The certificates are owned by hotel
of sound and music must be on safety and security of the customers.

2,2 health safety environment measures that must be implemented by a facility manager
Rules in UK are strict for hotels. Coworth hotel is following all the safety as well as
environment measures are followed. The rules for health and safety act 1974 is also made fort
this only. The health and safety issues are as follows : there should be continuous checking of
cleanliness and regular pest control so that it will help to make place hygienic . As per rules there
should be healthy environment in hotels. Regular check ups of the staff members for that health
camps are organised so that the working capacity is increased. These are to be in the regular
intervals. By facing all these situations help firm to go in right direction. Before making food the
qulity check must be there. It support health of clients and internal staff. The rules are
implemented by the staff for that they have to wear their apron ,hand cuffs and mask on the
hairs . All things are done in correct way. Environment measures are: the waste food or peels of
the vegetables can be used to make fertilizer for plants. The area of hotel must be cleaned.
Coworth hotel implemented all rules and policies.
2.3 documents required to account for compliance with statutory rules and regulatins and
health, safety , and environment measures
There are many documents required for fulfilling the legal formalities and UK
government is very strict about it. Without completing the legal documents firm can't run the
business and there will be question mark on existence of the entity. Government will not allow
without fulfilling it . Some of them are :
 Licence of working in hotels - firm has all licences those are fire control and other legal
rules which firm has to work upon . If any incident happen and there is fire all around
then after having that piece of paper organisation can get the amount of insurance or
safety measures earlier.
 Certification and licences – if firm is operating in UK than its work must be according to
policies and procedures which are already there. They are implementing rules on basis of
health and safety act 1974 and all hotels are obliged to work in that manner.
 Certificate on health and safety measures – in hotel terms serving clients in better way
like looking after cleanliness,accommodation and environment. Cowarth hotels has
followed all the legal formalities and make safe their company by ill effects of
government.

TASK 3
3.1 develop and deploy effective systems for processing information and maintaining
communication
Cowarth Hotels data must be easily handled by applying the advanced technology. It
helps firm to make sure that all information about consumers is systematic. Appropriate
databases can be used for this and can make a system to remove miscommunication. For
communicating information various things can used like telephones , walkie talkie , internet
services etc .all these help in preventing miscommunication. Regular meetings of employees as
well as employers must be there. Hotel has made systematic database to collect and arrange that
data .for conveying any message there is hierarchical process followed. In this type of gap
incresese misunderstandings between employer and employee(Liu,, Schuckert,. and Law., 2015).
All departments information is collected and integrate in one common platform where it is
synchronised easily. If records are not proper than there will be chances of mismanagement in
firm . Entity can recognise its loyal customers through records and every minute detail is lost
than our contacts are lost. It has developed an e mail system and from it effective conveying of
messages is easy.
3.2 control systems required for effective facilities operation
For managing the working in organisation there must be one control system. Control
checks involves spot checks ,e mail monitoring, video recording are there to look after all the
services done by employees. For this firm can apply many and some of them are used in Cowarth
hotel . In this continuous monitoring of employees is the way from which higher authority person
can get to know the performance of worker and their deficiencies . They will find solution and
guide in proper way to improve condition. For working in correct manner , control authority can
be there who can guide and direct workers. Some of the workers having problem in doing the
task due to various reasons like bad behaviour of co workers, stress among employees and many
more. For working in prescribed manner the worker must be trained and can handle all the
situation easily. Permanent strategy has to follow for looking after the work(Ge, , Chen, . and
Chen,., 2018). On various parameters the company is rectifying mistakes of their performance .
No data of the company be leaked and worker is suspected in doing this than punishment are
there.

3.3 systems needed by a facilities' manager to support effective building management
There are various systems needed by facility manger for effective creartion of
management and some of them are :
 Fire alarm system – if there is any kind of situation where fire break down than in that
case this alarm is very helpful. This will help the hotel to control fire.
 Plumbing system - this system makes sure that all the time water and another sanitary
issues are solved .system has the capability to detect problem and then immediately solve
it(Diffley, McCole and Carvaja, E., 2018).
 Cctv and monitoring – system looks after the whole activities prevailing in hotel. By this
owner get to know the number of visitors and exits in hotel. Staff working is observed
and then where they are lacking behind.
 Engineering systems - system will look after all machines which are being used in the
hotels.
4.1 Evaluation of quality and effectiveness of facilities operations of Cowarth hotel
Evaluation of operational activities of the business help managers in identifying lacking
points and making changes in practices through which it can improve its performance and can
gain competitive advantage. Cowarth hotel is not performing so well it does not follow standards
of hospitality industry(Altin, M.,and et.al. 2018). The reason for this issue is that employees have
no knowledge about standards. Company provides them training but fails to monitor their
performance. Workers of the firms are happy that is why retention rate of workers in the
organization is high. Skilled people work in Cowarth hotel for longer duration. Company
conducts effective market research which helps entity in identifying needs of clients and
accordingly to their requirements it makes changes in their practices. Entity takes support of
advance technologies in order to enhance communication with consumers. This assist in building
strong relationship with consumers and retaining them in the firm for longer duration.
4.2 Implementing evaluation and review procedure
It is very important for the company to review effectiveness of operations and quality of
working practices. For that company has to implement various strategies that can assist in
evaluating its effectiveness of operations.

Providing training is the best way through which Cowarth hotel can evaluate its
performance(Chen, S.,and et. al. 2018). Firm gives training to its staff members and ensure that
whether they have accurate knowledge about the firm or not. For minimizing their confusion
company always provide them development training. This helps in raising skill of people and
improving their working performance. Entity takes feedback from consumers through online
platform. It asks reviews about products and services of the firm with consumers. According to
consumers comment it makes necessary changes in its practices, this helps the entity inn
identifying its actual performance and providing satisfactory products and services to consumers.
Cowarth hotel has good market research strategies, it always concentrates on changes in the
market and accordingly it makes modification in its system that assist business in sustaining in
the market for longer duration. Company adopts 360 degree mechanism in order to ensure
quality of products and services. It is identified that Cowarth hotel is unable to follow standards
of quality of hospitality industry. It is required for facility manager that to provide knowledge top
employees regarding standards of hospitality industry. This can assist in improving quality of
products and it will be able to provide satisfactory products to clients.
Cowarth hotel can take support of monitoring process in order to review effectiveness of
facilities operations. It has been analysed that services of hotel are slow and consumers have to
wait for longer duration. Thus, it is very important for the managers that to monitor performance
of employees so that they utilize their time well and provide immediate services to consumers.
Company can provide reward to its employees. This can boost energy of staff members and can
enhance their motivation level. By this way these people will provide amazing services to clients
immediately and will resolve their problems soon.
CONCLUSION
from this report it can be concluded that the topics which are covered under this are as
follows: for monitoring the activities of workers some systems are implemented like fire alarm ,
plumbing system , CCTV camera and many more. Control system which are needed by facility
manager to look after employee's performance. The systems are used by the owners to collect
information and store in the systematic way. Various documents are required for running hotel
business and laws are to be followed which are prevailing in UK.

REFERENCES
Books and journals
Altin, M.,and et.al. 2018. Performance measurement and management research in the hospitality
and tourism industry. International Journal of Contemporary Hospitality Management,
(just-accepted), pp.00-00.
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.
Diffley, S., McCole, P. and Carvajal- Trujillo, E., 2018. Examining social customer relationship
management among Irish hotels. International Journal of Contemporary Hospitality
Management, (just-accepted), pp.00-00.
Ge, H., Chen, S. and Chen, Y., 2018. International alliance of green hotels to reach sustainable
competitive advantages.Sustainability, 10(2), p.573.
González-Rodríguez,andet.al., 2018. Revisiting the link between business strategy and
performance: Evidence from hotels. International Journal of Hospitality Management, 72,
pp.21-31.
Liang, S., Schuckert, M. and Law, R., 2017. Multilevel analysis of the relationship between type
of travel, online ratings, and management response: Empirical evidence from international
upscale hotels. Journal of Travel & Tourism Marketing, 34(2), pp.239-256.
Liu, X., Schuckert, M. and Law, R., 2015. Can response management benefit hotels? Evidence
from Hong Kong hotels. Journal of Travel & Tourism Marketing, 32(8), pp.1069-1080.
Obonyo, and.et.al. 2018. Effect of Management Practices on Actual ICT Application in Kenyan
Hotels: A PLS-SEM Approach. International Journal of Hospitality & Tourism
Administration, 19(2), pp.142-166.
Tan, A.Z.T., Zaman, A. and Sutrisna, M., 2018. Enabling an effective knowledge and
information flow between the phases of building construction and facilities
management. Facilities, (just-accepted), pp.00-00.
Xu, X. and Chi, C. G.Q., 2017. Examining Operating Efficiency of US Hotels: A Window Data
Envelopment Analysis Approach. Journal of Hospitality Marketing & Management,26(7),
pp.770-784.
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