Facilities Operations and Management Report for Hotel Sophia, UK

This report provides a comprehensive analysis of facilities operations and management, using Hotel Sophia in London, UK, as a case study. It outlines the responsibilities of a facilities manager concerning staff, building operations, and customer service. The report details the importance of job descriptions, training, and smooth operations for staff management. It explores building-related responsibilities, including accessibility, repair, and the implementation of electrical, mechanical, security, and refurbishment systems. Furthermore, the report delves into the facilities manager's role in addressing customer needs, including identifying expectations, providing customer care, and maintaining communication systems. The report also discusses the development of effective information processing systems, building management support, and procedures for evaluating and reviewing the quality and effectiveness of facilities operations. The conclusion emphasizes the critical role of facilities managers in aligning operations with organizational goals and objectives, ensuring efficient resource utilization and customer satisfaction.

Facilities Operations and
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Responsibilities of facilities manager for staff engaged in operations.................................1
1.2 Responsibilities of facilities manager in respect to operational aspects of building.............2
1.3 Responsibilities of facilities manager has towards customers..............................................3
TASK 2............................................................................................................................................4
COVERED IN PPT.....................................................................................................................4
TASK 3............................................................................................................................................4
3.1 Develop effective system for information processing and maintain communication...........4
3.2 System needed to support effective building management...................................................4
4.1 Evaluate quality and effectiveness of facilities operations...................................................5
4.2 Implement evaluation and review procedures.......................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Facilities operations and management is concept which defines various activities that is
planning, organising and implementing of resources in system. This helps executive to deliver
quality items and services in market in according to needs and wants of people. Various
programmes in respect to cost reduction, preventive actions and arrangements of equipments to
organise business activities effectively and timely accomplish objectives. Present report is based
on Hotel Sophia which has outlet established in London, UK. Facilities operation management
require to enhance system and make modification in technology to deliver quality items and
services to customers (Battistelli, Baringo and Conejo, 2012). This assignment includes
responsibilities of facilities manager in respect to staff that execute operations, operational
aspects of building and customers. Along this, they even acknowledge impact of employers and
funding agencies on facilities operations. Statutory regulations are assessed by administration to
formulate policies and design system accordingly. Under this report mention about develop and
deploy efficient system for information processing and maintaining communications. Thus,
effective system helps management to control and examine quality of facilities operations;
thereby implement evaluation and review procedures in firm.
TASK 1
1.1 Responsibilities of facilities manager for staff engaged in operations
Facilities manager duty is to design system and utilise funds, material and manpower
efficiently. It is necessary that latest tools and techniques are implemented in system so that in
hotel business operations are executed effectively. These are various activities that are performed
by seniors to involve employees are stated below:
Job description and clarity of role: Administration require to have complete knowledge
about positions that are remaining vacant. Facilities manger duty is to provide tasks and duties to
members in respect to their skills and abilities. Orientation and induction are organised by
seniors to inform members about business environment and conditions. Apart from this,
candidates are acknowledged tasks and targets required to be accomplished by them. This help
Hotel Sophia to give quality items and services to customers (Drake and Spinler, 2013).
Training and development: Facilities manager formulate appropriate training and
development programmes to improve capabilities of subordinates. Sessions, meeting, conference
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and seminars are executed by management of Hotel Sophia. This help firm to have skilled and
competent workforce which deliver quality and quick things and services to clients. Besides this,
hotel is able to increase market position and image in respect to competitors.
Smooth operations and management: Facilities manager implements modern
technologies in system which help in flow of information and activities effectively. In Hotel
Sophia, seniors require to have staff which have good communication skills and capabilities to
influence people and give them quality facilities. Apart from this, latest techniques are used by
employees to organise activities smoothly.
1.2 Responsibilities of facilities manager in respect to operational aspects of building
Hotel property which is main and essential thing which determine attractiveness in
market in according to other enterprises. Facilities manager require to provide appropriate
environment and infrastructure to customers to avail services and attract them from rival hotels.
These are various responsibilities that are performed by facilities manager in according to
building operational things are as follows (Montes and et. al., 2013):
Accessibility: This concept define that organisation require to be established in places
which are easily approachable to people. Hotel Sophia don't have adequate number of clients and
sales which is due to its location. Tourists prefer hotels which provide them appropriate
transportation facilities and various benefits to make their experience wonderful.
Repair and maintenance: This tactic specifies that facilities manager require to improve
system and implement latest tools and technologies which help firm deliver quality items and
services to customers. Hotel Sophia need to make modification and transformations in
organisation to grab attention of people by giving them quality services.
Electrical and mechanical system: This concept define that management require to take
care that appropriate equipments are used by members so that items are provided to customers in
respect to their needs and wants. In Hotel Sophia modern technologies are implemented in
system which help seniors to provide adequate facilities such as geyser, television, air
conditioner and so on to clients. This help firm to position higher and attract people by giving
them things superior than competitors (Baines and Lightfoot, 2013).
Security and refurbishment: This tactic specifies that Hotel Sophia require to provide
healthy and safe environment and conditions to customers to make their experience wonderful. It
is essential that appropriate security such as guard facility is provided to clients. Along this,
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innovation and modification in system and infrastructure is made by facilities manager to attract
people by giving them quality things and services.
1.3 Responsibilities of facilities manager has towards customers
Facilities manager responsibility is to design system and execute adequate business
operations to deliver things and services in according to needs and wants of people. Hotel Sophia
require to provide appropriate environment and facilities to clients to attract them. As there are
large number of hotels established in UK, so it is necessary that management frame
infrastructure in according to taste and preference of public. These are various activities that are
executed by facilities manager to acknowledge market conditions and system abilities are as
follows (Hoyos, Morales and Akhavan-Tabatabaei, 2015):
Identifying and assess customer needs and expectations: Management conducts market
research and survey to anticipate demands of people. This help them to design system and use
adequate tools and technologies to deliver things and services in respect to requirements of
customers. Hotel Sophia require to make improvement in infrastructure and facilities to attract
tourists and influence them to avail services in respect to rival firms.
Provide customer care: Facilities manager require to implement adequate things in hotel
to provide appropriate service to clients. It is essential that proper facilities that is bed, air
conditioner and other tactics are provided by Hotel Sophia. Along this, executive even require to
give transportation service to tourists to make them visit various locations in UK.
Information and advice monitoring sales and bookings: Facilities manager of Hotel
Sophia require to establish websites to provide facility to people to have complete information
about items and services. Besides this, tourists even need to get pre booking facilities through
online which help customers to choose hotel in respect to their needs and wants (Longo, 2012).
Maintaining communication systems and databases: Facilities manager require to
implement latest tools and technologies in system which help them deliver quality things and
services to customers. It is necessary that computerised records are maintained by seniors which
comprise information about list of customers. Along this, Hotel Sophia should construct relations
with transportation firms which help management to get tourists easily.
Ancillary services and sales: Tourists prefer to take services from organisation which
provide quality items and services. It is essential that management frame packages and give
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different facilities to attract people by giving them quality things. This help Hotel Sophia to
attract visitors by giving them appropriate packages and services.
TASK 2
COVERED IN PPT
TASK 3
3.1 Develop effective system for information processing and maintain communication
Facilities manager require to design system and use appropriate tools and techniques to
deliver items and services in according to needs and wants of people. Hotel Sophia has low
market position and share, so seniors require to make appropriate modification and
transformations in system to provide quality things to tourists.
Management information system concept is used by facilities manager of Hotel Sophia
executes meeting, conference and sessions to provide appropriate information to members about
duties and tasks required to be performed by them. Along this, e-mail and message are used by
seniors to maintain connection with customers by providing them information about packages
and services (Ravindran, R. ed., 2016).
Performance management system is also used by facilities manager of Hotel Sophia to
analyse capabilities of members; thereby conduct seminars to improve their skills. Thus,
employees provide quality and quick services to visitors. This help firm to improve market
image and goodwill in respect to other hotels.
3.2 System needed to support effective building management
In Hotel Sophia, facilities manager design system and provide effective infrastructure to
tourists. It is essential that management implement appropriate tools and technologies which are
hazard free and don't impacts on worker's life. Hotel Sophia even require to have appropriate
infrastructure and technologies which help seniors to construct good relations with customers
and members ( Kassem and et. al., 2015).
Fir alarm system is embedded in system to provide secure and safe working environment
to members and clients. Along this, CCTV is used by management to keep check and monitor
system. This help management of Hotel Sophia to examine work of staff and take care of
business activities are executed effectively. Executive inserted advanced equipments and
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technologies in system to manage activities and deliver things in respect to demands of people.
Automatic operations and maintenance system is implemented in system to organise activities
and provide appropriate infrastructure in hotel. This help Hotel Sophia to enhance market
position and reputation by making it superior than competitors.
4.1 Evaluate quality and effectiveness of facilities operations
Facilities manager of Hotel Sophia had formulated benchmarks to assess performance of
firm. Hospitality industry have large number of enterprise so it is essential that management
design system and make it function effectively. Objectives, targets and plan is formulated by
management to compare actual business operations with standards. This help seniors to develop
training programmes and execute sessions and meeting to inform subordinates about duties and
tasks require to be performed by them. Along this, mission and vision statement is constituted by
management to direct and organise system in according to end outcomes and results required to
be accomplished. Hotel Sophia require to have skilled and competent members in hotel which
help seniors to deliver quality items and quick services to tourists. This help management to
position higher than competitors by giving adequate facilities to customers in respect to their
needs and demands (Forns-Samso, 2011).
4.2 Implement evaluation and review procedures
Facilities manager require to have complete and accurate information about system
functionality and market conditions. This help Hotel Sophia to provide appropriate things and
services to tourists to attract them by giving them adequate facilities.
Operations and maintenance proactive checklist is formulated by management of Hotel Sophia to
specify information about equipments, tools and machines to deliver quality things and services
to customers. Along this, customers record is maintained by hotel to timely provide them
information about packages and service plan to grab attention. This also helps seniors to take
feedback from visitors to acknowledge their demands and requirements. This benefit hotel to
design system and provide things in according to needs of people.
Examination of training to anticipate capabilities of employees to have complete knowledge
about quality of things and services that are delivered to customers. This help facilities manager
to make changes in system and conduct meeting to inform team members about needs and wants
of people.
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CONCLUSION
From the above report, it can be comprehended facilities manager plays essential role in
each and every organisation. It is necessary that system is designed and tools and techniques are
implemented in according to goals and objectives formulated by executive. Facilities manager
responsibilities is to function and conduct activities in respect to staff and customers. They
require to provide appropriate infrastructure and building in hotel. This help management to
acknowledge impact of employers and funding agencies on operations. UK statutory regulations
are asses and determined by administration to formulate policies to provide healthy and safe
working environment by taking adequate measures. Documentation in respect to licensing and
certification made by hotel to function system legally. Thus, facilities manger design system and
implement technologies to deliver quality things to people.
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REFERENCES
Books and Journals
Baines, T. and W. Lightfoot, H., 2013. Servitization of the manufacturing firm: Exploring the
operations practices and technologies that deliver advanced services. International
Journal of Operations & Production Management. 34(1). pp.2-35.
Battistelli, C., Baringo, L. and Conejo, A. J., 2012. Optimal energy management of small
electric energy systems including V2G facilities and renewable energy sources. Electric
Power Systems Research. 92. pp.50-59.
Drake, D. F. and Spinler, S., 2013. OM Forum—Sustainable Operations Management: An
Enduring Stream or a Passing Fancy?. Manufacturing & Service Operations
Management. 15(4). pp.689-700.
Forns-Samso, F., 2011. Perceived value of building information modeling in facilities operations
and maintenance.
Greene, W. S. and Pierret, M. C., Verizon Patent and Licensing Inc, 2014. Method and system
for realizing a rendezvous service in a management operations center implemented in a
global ecosystem of interrelated services. U.S. Patent 8,856,087.
Hoyos, M. C., Morales, R. S. and Akhavan-Tabatabaei, R., 2015. OR models with stochastic
components in disaster operations management: A literature survey. Computers &
Industrial Engineering. 82. pp.183-197.
Kassem, M. and et. al., 2015. BIM in facilities management applications: a case study of a large
university complex. Built Environment Project and Asset Management. 5(3). pp.261-
277.
Longo, F., 2012. Supply chain security: an integrated framework for container terminal
facilities. International Journal of Simulation and Process Modelling. 7(3). pp.159-167.
Montes, F. and et. al., 2013. SPECIAL TOPICS—mitigation of methane and nitrous oxide
emissions from animal operations: II. A review of manure management mitigation
options. Journal of Animal Science. 91(11). pp.5070-5094.
Ravindran, A. R. ed., 2016. Operations research and management science handbook. Crc Press.
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