Facility Management Report: Hotel near Heathrow, UK Operations

This report analyzes the facility management of a hotel near Heathrow Airport in the UK, addressing a current crisis situation. It begins with an overview of the hotel's issues across its three sites, followed by the facility manager's responsibilities towards buildings, employees, and customers. The report then delves into UK statutory regulations impacting hotel operations, including licensing, data protection, and safety management, while also outlining essential health, safety, and environmental measures. It reviews the current staffing situation and its implications for sustainable operations. The report identifies control systems for effective facility operations, including budgeting, and establishes criteria for evaluating the quality and effectiveness of facility operations. Operational risks are identified, and a strategy for improving buildings and promoting sustainable growth is developed, concluding with recommendations for the hotel's future.

Running head: FACILITY MANAGEMENT
Facility Management
Name of the student
Name of the university
Author Note:

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Table of Contents
Introduction......................................................................................................................................4
Current State....................................................................................................................................4
Part A...............................................................................................................................................4
Responsibilities as a Facilities Manager towards building and employees.....................................4
Responsibilities as a Facilities Manager towards Customer............................................................5
Part B...............................................................................................................................................6
Statutory Regulations of UK that affects the operations of the hotel..............................................6
Health Safety and Environmental measures that must be implemented in UK...............................8
Review of the current Staff Position and the implications for sustainable operations..................10
Part C.............................................................................................................................................11
Identification of the Control Systems for effective facilities operations.......................................11
Systems needed by the facilities manager to support effective Building Management................12
Part D.............................................................................................................................................14
Establishment of the Appropriate Criterion to evaluate the quality and effectiveness of facilities
operations.......................................................................................................................................14
Identification of the Operational Risks affecting the running of the business..............................15
Part E.............................................................................................................................................16
Development of a Strategy for the improvement of the buildings and a sustainable growth........16

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Conclusion.....................................................................................................................................17
References......................................................................................................................................18

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Introduction
The following report is based on the observation of the newly appointed facility manager
of a prominent hotel based near Heathrow Airport of London. The report aims to discuss the
roles of a facility manager in improving a current crisis situation of the hotel. The report starts
with the explanation of the current state of affairs in the mentioned hotel of London and
progresses with the brief overview of the different problems and the assumptions of the Facilities
Manager on such problems. It also includes the likes of the facility management of the
organization. The manager in his report has considered the three different sites of the mentioned
hotel and has provided a number of different recommendations based on the following. The
recommendations will be an important source of help for the organization as because it will help
the organization to improve its performance and be sustainable for the future.
Current State
The current state of the hotel lays in despair because of a number of different problems
that has crippled the industry. The hotel’s estate currently comprises of three different sites
located in and around Hounslow. The three different sites owned by the organization faces some
or the other problem which has been a threat to its ambitious plans of expansion.
Part A
Responsibilities as a Facilities Manager towards building and employees
The facility manager has a number of different responsibilities in his hands. There are
times when the facility manager may have to conduct a meeting, provide a plumbing advice, go

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through a number of documents related to the office maintenance, provide plumbing or electrical
advice and also present a proper course to the renewal of the office. However the most important
part of being a facilities manager is to ensure that the operations of the business go on smoothly
(Masa’deh et al. 2017). The facilities manager of the organization has a number of different tasks
in his responsibility as he is assigned to take care of the health and safety of the workers as well
as the other individuals who intends to use the services of the organization. In this particular
organization the facilities manager has a huge task in front of him. The main aim of the manager
will be to change the entire structure of the organization and increase its revenue by means of a
large scale innovation process. The hotel cum conference center is located close to the Heathrow
Airport and has a total of three such buildings apart from a separate hotel. The earlier
management of the organization has failed to maintain the estate properly and it is now in the
hands of the facility manager to make sure that the organization runs in the proper state. The
primary task of the facilities manager will be to take care of the buildings and ensure its full
utilization. The first and foremost responsibility of the manager will be to look after the
operational aspects of each and every of the buildings owned by the hotel chain.
Responsibilities as a Facilities Manager towards Customer
It is always the responsibility of the facilities manager in a hotel to identify the needs of
the customers and meet their demands accordingly. The facilities manager of the mentioned
facility thus must take a note of the choices of the tourists and the customers visiting their places
and thus arrange the facilities in that particular way. According to, Azhar Khalfan and Maqsood
(2015) the manager must also ensure the proper care of the customers and can arrange for a
customer care assistant, customer care department and complaint center in the hotel and the
conference centers. It is also important for the facility manager to ensure the health and safety of

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the customers. There should be provisions for on call doctor round the clock to avoid the
occurrence of unforeseen circumstances. The facility manager has to oversee the facilities
offered to the customers regularly to maintain the standards.
Part B
Statutory Regulations of UK that affects the operations of the hotel
There are a number of different laws, regulations and codes that must be followed by the
owner of the hotel before claiming to be an hotelier. A minefield of bureaucracy has to be
considered in advance starting from the licensing rules to food, hygiene and the regulations
related to the prevention of fire. The total responsibility of any untoward incident in the hotel
will lie on the hands of the hotel management as well as the owner. This may involve in different
civil and criminal procedures against the owner and the management. The simple process of the
Hotel name has regulatory implications (Carroll and Buchholtz 2014). The Business Names Act
of 1985 states that every owner must display a notice in front of the hotel which shows the hotel
name and is different from the name of the owner. At the time of implementing the booking
process in the hotels the hotelier must be made aware by the facility manager to compliant with
the Credit Card Order 1990 and the Data Protection Act of 1998. It is the duty of the
management to make sure that the privacy of the credit cards of the customers is maintained and
also ensure the absence of any form of data theft. Some of the main other rules and codes that
must be applied by the mentioned organization are provided in a chart below;

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What it is Whom does it
apply to
What is it What is the
purpose
Exemptions
Alcohol Licensing Licensing Act of
2003
The hotel is
considered to be a
seller of alcohol as
it has alcohol in its
varied menu.
License must be
obtained to sell
alcohol or else it
will attract legal
procedures against
the management of
the hotel
Applying
community safety
measures by
prohibiting the sell
of alcohols to only
those who are
permitted to have
them
Public safety and
prevention of
Nuisance
Applies to all
Guest Registry Immigration or
Hotel Records
Order, 1972
Serviced and self
catering
accommodation
Record of all the
guests over the age
of 16 must be kept
either in written or
in computerized
format.
Community and
National Safety
None
Booking Booking Act
All people who
Honoring the
booking of the
Consumer
Protection
None

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have to book the
hotel and
conference venues
in a proper manner
guest
Transportation of
Guests
Providing
transport which is
chargeable and
frequent
License is required
for regular
transport
Consumer
protection
Transport of a
guest totally free
of charge
Safety
Management
Management of
Health and Safety
at Work
Regulations 1999
All the employees
Duties and
responsibilities
during work
Protection of the
consumers
None
Product Safety General Product
Safety
Regulations,
2005
Supply of only
safe products for
the guests and
ensure product
remains safe
Consumer
Protection
None
Health Safety and Environmental measures that must be implemented in UK
There are a number of different health safety measures and environmental measures that
needs to be undertaken in UK to suit the environmental needs of the country and carry on the
operations of the business smoothly. Health and safety are two of the main issues that needs to be

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considered to implement an effective hotel management system (Chan Okumus and Chan 2015).
There are generally two different kinds of risk which are;
a. Pure risk in the form of fire, theft, natural disaster, violence and many other similar things
b. Business Risk like the change in the policies and regulations of the government,
Economic Impact and most importantly sudden and abrupt changes in the demands of the
customers.
The task of the facility manager will be to create the exact way to formulate a proper health
and safety measures that addresses the above mentioned criterions as well as fulfill the
regulations of the mentioned country. The facility manager can choose any specific framework to
address such regulations. The HSE model can be one of the best ways that has been
recommended by the facilities manger. The HSE model incorporates;
a. Look for the Hazards- The hazards like occurrence of fire, natural disasters, damage in
buildings and short circuit from electrical connections must be identified and adequate
steps must be taken to prevent any form of accidents that might be hazardous to the
organization (Davis et al. 2018).
b. Decide on who might be harmed and how- The facility manager has to identify the
people who are vulnerable to the risks and take the exact measures to save them from any
such risks by acting against the item or the source that tends to cause the risk.
c. Weigh up the risks and decide upon the existing precautions are adequate or needs to
be changed – The task of the facility manager will not end once the risks are identified
by him (de Paula Arditi and Melhado 2017). He must also make sure to weigh the risks
on different parameters and assess the importance or amount of threat it possesses. The

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judgment of the amount of threat possessed by the risks is important because it helps the
management to deal with such risks accordingly. The following procedure also helps to
identify whether the present system of risk mitigation is obsolete or updated and thus take
the necessary steps accordingly.
The health and safety measures address the needs of both the employees as well as the
customers. The main such measures that must be implemented by the facility manager are as
follows;
a. Ventilation
b. Temperature control in all of the buildings
c. Adequate lighting in all the buildings
d. Sanitation and Hygiene in every buildings, rooms and especially the washrooms
e. A proper and safe fire exit must be kept in all the different buildings
f. The provision for a proper and effective health and training program must be kept.
Review of the current Staff Position and the implications for sustainable operations
As mentioned in the case study the hotel currently lies in a turmoil state as most of the
employees are new to the role and thus lack the experience to manage the hotel accordingly. The
ultimate loss has been the sudden disappearance of the General Manager. The Hotel Manager
was employed to fill up the position but he was quite inexperienced to do justice to the new post.
On the other hand most of the cleaning staffs are of zero hour contracts accept six full time bar
tender and catering staff. The company also has five part time drivers for the vehicles it
possesses. However most of them are temporary or part time drivers and they have a record of

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absence every now and then. Thus overall the condition of the hotel is bound to suffer given the
condition of the staffs.
Part C
Identification of the Control Systems for effective facilities operations
There are a number of control systems that can be effectively installed within the hotel in
order to provide the effective facilities operations are as follows;
1. Budgeting- Budgeting forms an important part of the facilities operations as allocating
the funds amongst the different departments of the hotel is important for the control on
expenses and different other financial aspects (Doppelt 2017). The financial manager has
the task to differentiate and allocate the funds to the departments of the hotel.
2. Accounting and Auditing- Accounting and Auditing is the area where the budgets and
the finances are checked, summarized and audited. The facilities manager has the task in
hand to guide the staffs and other employees of the hotel on the different procedures that
has to be implemented in terms of the audit and the financial aspects of the mentioned
hotel.
3. Purchasing and Sales- The facilities manager has been appointed at a time when the
hotel and the conference center are in a crisis situation in every aspect. The manager must
make a note about the proper sales and audit of the organization (Kasim et al. 2014). The
manager must also take care of the proper processes to deal with the sales of the hotel in
an effective way.

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4. Operational Management and Sales- As said earlier the facilities manager of the
business has the task to have a regular update on the different operational aspects of the
hotel.
5. Regular Checking- The facilities manager of the mentioned hotel needs to implement
such a system in the operations of the hotel so that the facility can be utilized properly.
This includes different types of regular updates and quality checking. Though it is very
much difficult to maintain such kinds of checking, it is key to the success of the business
in UK. The different kinds of checking include the likes of Spot Checking, monitoring
different e-mails, video recording, surprise visits and many more as such.
The system is difficult to implement as because a number of ethical concerns arise while
quality checks are implemented by the facilities manager. Monitoring the works of the
employees on a regular basis, surprise visits may lead to the breach in the trust of the employees.
Apart from this the monitoring of the personal e-mails of the employees can lead to a serious
issue (Kerzner and Kerzner 2017).
Systems needed by the facilities manager to support effective Building Management
A number of different systems are needed for the effective management of the hotel and
conference buildings. This includes the likes of;
1. CCTV and Monitoring System- The facilities manager in order to support an effective
building development has to implement a number of different technological measures to
ensure the safety of the hotel and also to keep a check on the various activities of the
staffs (Kojo and Nenonen 2015). The installation of CCTV cameras in different areas of
the hotel will help the management in the following process as they would be able to

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keep a vigil on the movement of the staffs and the visitors round the clock. This will help
ensure both safety and proper monitoring by the organization.
2. Plumbing System- The plumbing system will take care of the different kinds of
operations that are related to the plumbing features in the hotel. The facility manager
must ensure that the visitors can access running water and other sanitary needs of the
hotel each and every time of their need.
3. Fire Alarm System- Fire safety system is the basic and the most important in each and
every hotels. It is important for the hotel to have an effective fire safety planning in place
to make sure that the building is not vulnerable to any fire related accidents (Lai and Choi
2015). The different kinds of fire related systems that must be implemented in the hotel
are fire checking and evaluation program, fire alarms, fire control instruments and a
dedicated water supply line to control fire automatically.
4. Engineering System- The engineering system will be taking care of the different kinds of
machines and other systems that are installed within the hotel. This may include the likes
of the computer systems, building heating systems, CCTV maintenance and other similar
kinds of jobs.
5. Security Arrangements- The security system of the hotel must be looked after by the
facility department of the hotel and a well maintained security system must be maintained
by the management to ensure the safety and the security of the customers as well as the
employees of the Hotel.
6. HVAC System- The following type of system will be installed by the facilities manager
to take care of the air conditioning and the heating of the rooms in the different
conference buildings as well as the hotel.

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7. Parking Systems- As mentioned in the case study, the conference buildings especially
Site A has a huge parking problem that aims to destabilize the business of the
organization (Masa’deh et al. 2017). The lack of adequate parking can lead to the loss of
the business. Therefore it is up to the facilities manager to make sure that they have the
best
8. Automation and Operational Management systems- There are lots of operational and
automatic operations and maintenance systems that need to be upgraded and
implemented within the hotel to maintain the business in a proper way.
Part D
Establishment of the Appropriate Criterion to evaluate the quality and effectiveness of
facilities operations
The most important task of the facility manager is to make sure that the hotel has a proper
criterion in place to evaluate the quality and the effectiveness of the different facilities operations
of the hotel. This includes the review of the timings that are being organized for the different
staffs working for the hotel. The training procedures and the training programs must be evaluated
and judged by the facility manager to make sure that the employees and other staffs of the
organization learn the different techniques of the trade easily and in the right way (McArthur
2015). The development of different offline as well as online processes on the feedback of the
customers is necessary for the organization to get an idea of the different loopholes, weaknesses
and wrong process that are currently being followed by the management of the hotel. It also
helps the management to get an idea of the choices and needs of the customers, thus making their
task easier. Apart from this the facilities manager must also ensure the maintenance of the quality

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of the services that are provided to the people opting for the services of the organization. A
checklist will also have to be maintained by the facility manager to keep track with the tools,
equipments and the different machines of the mentioned hotel in UK.
Identification of the Operational Risks affecting the running of the business
There are a number of different operational risks that can prove to be harmful in the long
run of the business. They are as follows;
1. Identification of the theft leading to credit card fraud- The protection of the identity is
more at risk in the hotel than ever before. The current management cr5isis can be a
golden opportunity for the hackers to hack the system of the hotel and disable it. It will be
difficult for the organization to cope with such a loss in the midst of a chaotic situation in
the office.
2. Longer or absence of any security audit cycles- The chaotic situation in the office can be
problematic for the maintenance of the smooth operations of the Hotel (Nielsen Sarasoja
and Galamba 2016). Therefore it is utmost necessary for the business to maintain an
efficient security audit every now and then to oversee the different kinds of risk and
financial aspects of the enterprise.
3. Employee Problems- The case study has shown that the General Manager of the firm has
been missing and as a result the manager of the hotel has been appointed at the post of the
general manager, similarly the finance manager is new to the post which makes it an
extremely difficult situation for the organization to manage the operations of the hotel in
an efficient way.

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4. Loss of Competitive Advantage- The ongoing situation in the hotel has led to the loss of
customers as well as a loss in the competitive advantage of the hotel in the market. The
loss of the competitive advantage of the hotel has been a boon for the other hotels in the
area.
5. Absence of Parking Space- One of the major operational disadvantages of the mentioned
company has been the absence of the parking space in Site A which is located close to the
Airport and is also in the heart of the city. The absence of parking space leads to a huge
loss of the organization as most of the customers of the hotel looks for adequate parking
spaces.
6. Absence of Contemporary Technologies- The absence of contemporary technologies like
proper insulation, heating machines, new and efficient vehicles have been a pain to the
management of the mentioned business organization (McArthur 2015). The facility
manager of the business has his task cut out to implement the latest technologies in the
business and take the business to the top in the UK market.
Part E
Development of a Strategy for the improvement of the buildings and a sustainable growth
The facility manager has to take a number of different sustainable strategies to ensure the
success of the organization in the long run. This includes separate planning for each of the
different complexes owned by the mentioned organization. The strategy must be implemented in
an uniform way to get the benefits accordingly. The manager can sell the Site A and use the
money to develop and maintain Site B. The management can lease out the Site C and gain
substantial amount which again can be used in a number of different ways. Last but not the least

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the management needs a solid planning for the hotel as it is the main source of revenue for the
organization. The expensive swimming pool can be removed as most of the visitors do not prefer
to use it. Instead of that the management can modernize the Gym and provide memberships to
the regular visitors. In view of the vehicles, the management can lease or buy new vehicles that
are environment friendly and must also make the drivers permanent staffs to increase their
dedication towards work. The strategies if implemented successfully will usher in a bright future
for the mentioned organization.
Conclusion
The following report has been able to highlight the different tasks that need to be done by
the facility manager to improve the current chaotic situation of the organization. The facility
manager appointed by the management of the hotel is responsible for all the staff issues,
operational and functional aspects of the Hotel. The report has described in detail about the needs
of the organization and the maintenance procedures to be completed by the facilities manager.
Thus in brief it can be said that the operations of the hotel involve the entry of specialized
persons who can benchmark the strategies with respect to the hotel and implement the best
practices in the hotel.

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scheduling, and controlling. John Wiley & Sons.
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