Facility Management at Hilton Hotels: Operations, Staff, and Customers

This report provides a comprehensive analysis of facility operation management, focusing on the Hilton Hotel. It explores the roles and responsibilities of facility managers towards staff, including smooth operations, clarity of roles, employee engagement, and training. The report also delves into operational aspects of building management, such as accessibility, maintenance, and security, while also considering customer service, including services management, customer satisfaction, and safety. Furthermore, it discusses the impact of facilities operations on employees and funding agencies, emphasizing statutory and legal compliance. The report also addresses the development of information systems, control systems for impressive facility operations, and systems needed for effective building management. Finally, it discusses the establishment of criteria to evaluate quality and effectiveness, alongside the implementation of evaluation and review procedures, concluding with a summary of key findings and recommendations for effective facility management within the Hilton Hotel context.

FOM

INTRODUCTION
Facility Operation Management is one of the strategic areas of business and it is helpful
to run operations of firm and gaining the sustainable advantage. Under this one of basic aim one
of the basic reason in terms to effective management facilities and operations is that customers
and employees both are the most crucial part of an enterprise (Ostermann and Hyatt, 2017). In
the enterprise, facilities and operation of management is the most important part. It is the aim of
the enterprises.
The present report has put its major emphasis over activities of Hotel Hilton. This is one
of the global leading brands to provide good accommodation services to customers so that their
long retention can be maintained.
This report is based on various responsibilities of Facility Manager towards staff,
operation and customers. Thus, staff member of firm are needed to aware about the roles and
responsibilities so that each function can be carried out effectively. Furthermore, the report needs
to put its major focus over terms like health and safety, environment and all other statutory
compliance.
TASK 1
1.1 Description on access of responsibilities as facilities managers towards staff of an enterprise
Facility manager is a person who works to set effective working so that there can be
development in overall operations of firms. The main role of facilities managers is to see the all
arrangement which will help to process business activities systematically (Lee and et.al., 2017).
Moreover, effective operations and management is taking efforts to make effective evaluation in
terms to quality and effectiveness of operations. There are some responsibilities of Facilities
Managers towards staff as -
 Smooth operation and management- Under this, adequate and effective staff is need to
be appointed at the hotel. Good teamwork will lead to achieve desired aims. Thus,
financial, operational, manpower budgets will be allocated on the basis of working of an
enterprise (Hanafizadeh and et.al., 2017).
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 Clarity of role and job description- In this, worker of firm should have clear
understanding about the role and responsibilities in terms to profiles. With the help of
taking this step, the operational working of hotel can be carried out systematically.
 Employee engagement- Employee engagement activities and other decisions play
crucial role to generate new ideas and ways with help of which effective budget can be
set.
 Training and development- Training and development is the main work of the manager
for improving the employees skills, abilities and capacities to performing in the
organization. It is main responsibility for the managers of providing training of
employees.
1.2 Description on responsibilities of facilities manager for operational aspects of building
In the hotels sector, there are many activities controlling by the manager,so that there are
various responsibilities of facilities manager with respect to operational aspects of building such
as-
a. Accessibility- In this, they need to renew the certifications and license with respect to
hotel operations. Thus, timely renew of license and certificates will be helpful in order to
abide by all laws and legislation.
b. Maintenance and Repair- In this overall functions of the firm need to take the initiatives
in relation to maintain and prepare the operational efficiencies of firm (Graham and
Daniel, 2017).
c. Mechanical and Electrical Systems- It is one of method which will be helpful in terms to
process hotel activities in systematic manner.
d. Refurbishment and Security There is needed to have development procedures in relation
to of fire extinguisher and evacuation programs. This system will be referred as annual
and emergency maintenance.
1.3 Access to responsibilities as facilities manager towards customer using facility
The facilities manager is to responsible for conducting of the needs of firm of their hotels
operations.
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There are some responsibilities of facilities managers towards customers as -
 Services management- The manager is to ensuring that providing better quality services
for the customers. Therefore the customer are coming more and more time.
 Providing better deals- With help of giving best deal services to customer the retention
of their can be maintained for longer period.
 Customer satisfaction and improvisation- under this, evaluations and feedback
mechanism is tool is helpful through customers can be mapped and evaluated. The
quality of food is needed to be checked so that hygiene environment in hotel can be
maintained.
 Safety and security- In this, safety and security in relation to customers can be
maintained. This will help to enrich the hotel brand image in market.
1.4 Discussion on impact of facilities operations of employees and funding agencies
The Facilities operations in hotel are needed to be carried out as per statutory and legal
compliance. With the help of specific and specialized facilities' manager is need to be appointed.
In this way, customers, staff and operational workers should plays crucial role. By following all
legal and statuary right the organisation is able to conducts its operations systematically. With
help of conducting this kind of working funding agencies will also be remain satisfies as there is
no kind no illegal proceedings and money is need to be given in terms to conduct the smooth
operational working of hotel Hilton.
TASK 2
Covered in PPT
TASK 3
3.1 Explanation on development on deploy effective system for processing information and
maintaining communication.
Hotel Operations involves day to day interaction and communication among staff,
customers and management there are various kinds of sources which is helpful in term to
maintain and process information so that each things can be conducted effectively and efficiently
(Goldschmidt and Schmieder, 2017). The maintaining of communication is very important
between the customers and staff in the hotel operations. Through the system, is to maintain the
information and performance management. This kind of system will be helpful in terms to
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spreads and manages the whole information in systematically manner. With help of developing
the information systematically the whole enterprise can perform its activities effectively.
3.2 Identification and control of system required for impressive facilities operations of hotel.
In the hotels, control system is more important for operations and providing the services.
 Budgeting- There is the area in which budgets and plan persisting to each area and this is
need to be developed. Thus, it is need to control on the hotels expenditures and financial
features in the hotels.
 Accounting and auditing- In the hotels operations, it is requirement of the checking and
controlling by the manager. There are proper guidance for staff and management.
 Equipment’s starts up and closing down procedures and controls- In this it can be
said that procedures and manuals will be helpful in terms to keeping check on devices,
tools and hotel operations (Edvardsson and Durst, 2017).
 Purchasing and sales- In this it can be said that there is need to maintain the personal
audits on sales and checklist to measure the process, procedures and practices. With help
of this all operation can run effectively.
 O & M procedures and controls- There are various kind of operational and
maintenance methods and with help of this there will keep a check on process and
operations of hotel.
3.3 Description on system needed by facilities managers to support effective building
management.
In order to process each activities in terms to have effective building management, there
are various system which are required by facilities managers as are-
 Fire alarm system- This are system will take care of fire and other emergency issues
which may arise in building. Thus, there are various fire check and evacuation program
are needed to control.
 Plumbing system- In this, it can be said that this kind of system will work as to take care
of all process and steps in relation to plumbing. This is need to be dine in timely manner
so that water and other sanitary related issues can be managed systematically (Alexander
and Plante, 2017).
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 CCTV and monitoring system- In this, it is essential to monitoring and observation
system. This kind of system will be helpful in order to keep the track of working on
various activities of staff in hotels. This is controlled and monitoring process and it can
track the overall activities of firm.
 Security and system for observations- This kind of technique will be inclusive of
security and safety mechanism, systems. This all are need to be checked timely manner
so that organisation can process its business activities in systematic manner.
 Automation and O & M system- In this, it can be said that there are various kind of
automatic operations and maintained system which is need to installed in hotel.
4.1 Discussion on establish appropriate criteria to evaluate the quality and effectiveness of
facilities operations.
The manger is responsible for evaluating the quality and operation and effectiveness of
the services. There are many facilities for the customers.
Setting targets, objectives and plans- In this there is need to monitor all kind of function and
one of main aim in this is that with help of having changes . For setting of goals, to improving
and providing the better services to the customers. This kind of function will not require any kind
of annual tracking system but its also required automated process of checking. This kind of
system present in various devices under which all system process and operate working
effectively.
Development and implementation of training and development program- with help of
providing the development and training facilities to the employees can work as to process the
systematic atmosphere. Thus, essential skills and competencies plays major role in term to create
advantage in market. In addition to this, The manager is to giving the training for improving the
skills and abilities.
Development of vision, mission and standards for facility and company- In this enterprise
need to take various initiatives in terms to develop the vision, mission and various direction
which helps to provide the one direction to the company. With help of keeping the proper track
of the processes and introduction of procedures will be helpful in order to conduct the systematic
operational working.
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4.2 Description on implementation of evaluation and review all procedures to analyse the quality
and effectiveness of facilities operations.
In this, it can be said that there are various kinds of evaluation and review procedures
which is need to be installed within facilities operations as are-
Review and evaluation of training- Under this, it can be said that training is need to be
evaluated and judges from the level of understanding. In this there is need to implementation of
all activities in systematic manner (Agrawal, 2017). In order to process the systematic working in
the business enterprise it is essential to take feedback from customer, it can be done with both
method as are online and offline. This kind of process will be helpful in terms to keep the make
the better evaluation within the need of customers. For the evaluation, manager is using 360
degree feedback for analysing the employees performance. The facilities' manager of the firm
should have the correct knowledge about the products so that each thing can be undertaken in
systematically manner.
O & M proactive check and check list- This kind of check list will be consist of various
kind of process in terms to operation's and maintenance of hotel facility. This kind of system will
be helpful in order to manages the each activities in systematically manner. In addition to this,
this kind of check list will keep proper track on tools, equipment’s and machineries in hotel.
CONCLUSION
In this report it can be concluded that various responsibilities of facilities managers.
Facility manager is a person who works to set effective working so that there can be
development in overall operations of firms. One of the main role is to see all the arrangements
which help in carrying out business operations in an effective manner. It is essential to provide
best service facilities during stay in hotel. In this, it also concluded that providing the services for
customers satisfaction. Further, it is concluded that, there are number of statutory legislation
which enforced by the regulatory authorities and it affects the facilities operations in various
ways. There are wide range of process and information which is required to maintain within the
firm. Under this, it can be said that training is need to be evaluated and judges from the level of
understanding. Under this,360 degree and evaluation of facilities manager will be helpful in
terms to keeping the proper check on the quality of manager.
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