Operation Management and Facilities at Tour Square Hotel, London, UK

This report provides a comprehensive analysis of facilities operation management at the Tour Square Hotel in London, UK. It begins by assessing the key responsibilities of a facilities manager, including staff management, employment terms, training, and appraisals. It then delves into the operational aspects of the building, emphasizing the importance of maintenance and infrastructure to enhance the guest experience. The report further examines the facilities manager's responsibilities towards customers, highlighting the importance of understanding customer needs and providing excellent service. The impact of employers and funding agencies on facility operations is also discussed. The report then explores statutory regulations affecting facilities operations, including health, safety, and environmental measures. It also addresses the required documentation for compliance, such as risk assessments and evaluations. Finally, the report covers the development of effective information processing and communication systems, the control systems required for effective facilities operations, and the systems needed to support effective building management, concluding with criteria for evaluating the quality and effectiveness of facilities operations. The report emphasizes the importance of maintaining high standards to ensure customer satisfaction and business success.

Facilitates Operation
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Assess the responsibilities of the facilities manager for staff engaged in facilities
operations The major responsibilities of operation manager for their staffs are - ....................1
1.2 Discuss the responsibilities the facilities manager has for operational aspects of the
building.......................................................................................................................................2
1.3 Assess the responsibilities the facilities manager has towards customers using the facility 2
1.4 Discuss the impact on facilities operations of employers and/or funding agencies..............2
TASK 2............................................................................................................................................3
2.1 Assess the statutory regulations that will affect facilities operations in an agreed context. .3
2.2 Discuss the health, safety and environmental measures that must be implemented by a
facilities manager in a given context...........................................................................................4
2.3 Discuss the documentation required to account for compliance with statutory regulations
and health, safety and environmental measures..........................................................................4
TASK 3............................................................................................................................................4
3.1 Develop and deploy effective systems for processing information and maintaining
communications..........................................................................................................................4
3.2 Identify the control systems required for effective facilities operations within an agreed
context.........................................................................................................................................5
3.3 Discuss the systems needed by a facilities manager to support effective building
management................................................................................................................................5
TASK 4............................................................................................................................................6
4.1 Establish appropriate criteria to evaluate the quality and effectiveness of facilities
operations....................................................................................................................................6
4.2 Implement evaluation and review procedures to analyse the quality and effectiveness of
facilities operations.....................................................................................................................6
CONCLUSION................................................................................................................................6

INTRODUCTION
In an organisation, operation management is the administration of business practices
which help in creating the highest level of efficiency that is required. It is concerned with
forming materials and labours into products and services which is maximise the profitability of
an organisation (Maren, Harston and Pap, 2014). This is necessary for hospitality management is
the business function which main responsibility is to planning, directing, organising the
resources which are needed to produce the firm goods and services. The report is based on Tour
square hotel which is offer various products and services to their guests and it is situated in
London, UK. The main purpose of this assignment is to assess the roles and responsibilities of
the managers for staff engaged in the facilities operations. Also determine the statutory
regulations that directly affects on facilitate operations in the hospitality industry.
TASK 1
1.1 Assess the responsibilities of the facilities manager for staff engaged in facilities operations
The major responsibilities of operation manager for their staffs are -
Structure and responsibilities - The manager generally divide the task and the profile of
the staffs in the organization. This is the process through which the work can be done smoothly.
Employment terms and conditions - This is very important part in the organization to
have such terms and conditions. Because every hotel runs on its norms and has its limitations
which should be followed by its employees.
Training and development – In Tour square hotel, it has been taken very seriously that
every staffs of there are well trained. They will also be trained time by time whenever the
manager felt so. As it is a practical job where interaction with public is their job, in that case
they all have to be prepared with the mood and habits of their guests in the case of giving
hospitality to them (Franco and Montibeller, 2010).
Appraisal – Now, this is a section which is to be done by every organization. Hotel
industry is the place where all staffs work hard with dedication. In that case they must be
appreciated for their job. So , by following the ritual staffs of the hotel should be rewarded in the
form of either bonus or with some product or services. That's make them motivated.
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1.2 Discuss the responsibilities the facilities manager has for operational aspects of the building
The competition in the hotel industry in now a days is raising very high. So, it is the
responsibilities of the hotel manager to look on the primary needs which can contribute in the
field of success. In case of tour square hotel the main challenge of the manager is to maintain the
building because as it is one of the oldest and royal building and it should be preserved and taken
care as well. The hire authority has liability to look after the damages and the needs of
maintenances required through out the building (Davis and et. al., 2012). Also this person have
to check all the infrastructure carefully so that at the end of the day the building glow and attract
their guest towards itself. After the building and its structure maintenance, a manager will look
into the appliances which is placed inside the hotel. It should be checked by the authority that the
statue or even the decorative products are well placed so that, it doesn't harm the people coming
inside. When the products will well placed and building maintain then only responsibility of a
manger complete in this section.
1.3 Assess the responsibilities the facilities manager has towards customers using the facility
In the business environment and in this hotel industry the only medium to earn the capital
is their guest. The people coming inside the hotel are the source of income to them which should
be taken care by the hotels by giving good hospitality. This is why tour square hotel took care of
their people who are coming to them. Manager of this Tour square hotel always research the
need and demand of their guest so that they can work on it. It is very difficult in hotel industry to
make every customer happy because everyone has different personality and so different choices
of preference. In that situation manger can make a probability of choices, it will make them
easier to decide to preference first. The facilities, manager have to ensure that all the
technologies and devices which were used for the hospitality purposes is well maintained. As
well as the manager will look into the delivery to their customers as per their convenience. The
main thing includes, manager should be available for the customer at all the times to understand
their needs and to take their feedbacks and reviews (Parvizimosaed, Farmani and Anvari-
Moghaddam, 2013).
1.4 Discuss the impact on facilities operations of employers and/or funding agencies
Facilities operations define to the management of all the processing, people and assets
that are required for facility. In the Tour square hotel, the facility operation includes the regular
operations and functions, consideration and execution of future maintenance and improving the
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needs and demand (Jones, 2011). When organisation people does not properly work so this will
lead towards lower profitability then it is directly impact on hotel owner status. This is required
for hotel manager is to manage and maintain all the facilities which are related to staff members,
technologies and equipments should be preformed in effective manner. Otherwise this will
impact on organisation performance and image. Along with this, it is necessary for employees is
to maintain their assets and equipment which assist them in gaining higher profitability by
performing appropriate services or facilities. On the other hand, due to lack of funds the hotel
does not conduct any event or program in their premises.
TASK 2
2.1 Assess the statutory regulations that will affect facilities operations in an agreed context
In every country, there are various set regulations and rules which should be followed by
all the people in the country. The law and regulations are developed for the welfare of country
people and it will make sure that there are peace and harmony where all the residents are safe
and sound. They are also ensure that all the people have resources in the society who does not
exploit the people who are lower standard in the society and they are required to lead towards
healthy and safe life. Along with this, common law which are developed by government of the
different nations. There are various laws and regulations regarding the business transactions
which are carried out such laws that ensure about no flaws in the business world and all the
persons are taking benefits from this. In addition to this, different rules and regulations has been
made by hospitality sector and the administration of Tour square hotel are laid down by UK
government. The first and foremost thing is that they required to make sure that best facilities are
provided in the hotel within the working operations and they are authenticated for safety and
utilisation (Marlow, Beale and Burn, 2010).
On the other hand, they should make sure that work is done by employees of Tour square
hotel is compensated according to the pay commission and there is no discrimination among staff
member as per the Equality Act, 2010. at last, the hotel manager should make sure that their
customers are safe and sound in the hotel. The hotel management also ensure that all papers
regarding land and building of the hotel should be legal and authentic in each manner. Along
with this, they required to paid all tax amount which are due at the right time. The most
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important thing is that hotel will have to fall under the laws which has been laid down by United
kingdom government for the hospitality industry.
2.2 Discuss the health, safety and environmental measures that must be implemented by a
facilities manager in a given context
Health Measure
The manager of Tour Square Hotel can provide following health measure to the guests
such as: monitoring cleaning of room and parking, facility of laundry and prevention of
infection. It can also provide maintenance of hygiene, monitoring various activities such as
cleaning, housekeeping, portering, catering, gardens and grounds. In case of absence of facilities
support manager should supervise and provide room service (Weerakkody, Janssen and Dwivedi,
2011).
Safety Measure
The manager of Tour square hotel should provide safety measure to the visitors. The
safety measures can be proper intelligent control system, facility of keeping keys for the visitors.
It can also provide facility in providing proper surveillance technology. The manager should
provide training to the employees for safety measure which can help the guest.
Environment Measure
The manager should follow the environmental measure for safety of surrounding. Tour
square hotel can provide facilities related with environment in terms of water, air, avoiding use
of hazardous materials. The guest should be provide fresh and clean water. The hotel should
maintain the quality of air for both staff and guest.
The above are the health, safety and environmental measures which should be
implemented in Tour square hotel for maintaining the quality and goodwill of the company
(Cima and et. al., 2011).
2.3 Discuss the documentation required to account for compliance with statutory regulations and
health, safety and environmental measures
In the united nation, there are various types of paper work which has been maintained an
organisation which operate the business environment of the country in the context of hospitality
industry, the management of Tour square hotel should ensure that they have all the paper work
and documentation regarding the land and building of the firm along with authentic certificates
for the technology and appliances which are used to provide the requirement of people.
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Risk assessment – It is the term which is used to describe the whole procedure and
method in which organisation identify the risk and hazards factors which have potential to cause
the harm. This is used to analyse the risk which are associated with hazard that should be arise in
the organisation. Risk assessment is play an important part in hotel security and safety which
help them in follows effective rules and regulations which are required. With the help of this
assessment, hotel manager can easily identifying the health, safety and environmental measures
which required to examined in better manner (Khodakarami and Chan, 2014).
Evaluation – The risk and hazard situation is required to be reviewed on annual basis and
it is required for them is to update their documents in effective manner. The hotel manager need
to review all the health and safety measure and analyse how they are suitable for implementation
in the Tour Square hotel. If they able to evaluate all the environmental factors so they required to
identifying major issues which arise in the hotel. After that they should make proper solution for
resolving all the problems in proper manner.
TASK 3
3.1 Develop and deploy effective systems for processing information and maintaining
communications
In the business environment, all the people are one which develop what is the current
market situation and only one thing which required to ensure that the operation perform in an
organisation. They are work for reaching with target and objectives of the firm and also sync
with the business operations which has been performed by other employees. The one thing which
will assist an organisation in the business world is to get success in this aspect is the concept of
communication that will help in firm in smoothly run (Bititci and et. al., 2012). There are various
factors which are available in the market is to promoting the concept of communication and if
firm successfully manage and operate this in the Tour square hotel. The similar principle applies
in the hospitality industry where all the organisation required to have an effective
communication channel in order to gain successful tenure in the business world. Along with this,
they provide resources to the customers which satisfy their all needs and requirements
effectively. The Tour Square hotel insist on having strong communication channel that will
enable the facilities manager to manage and control over the operations which are performed in
the hotel. For hotel manager, they require to carry out all the communication in written format
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that considered as email and faxes. On the other hand, there should be intercoms in all the
corners of the hotel so that staff members can easily contact with each other when they are
required (Goodale and et. al 2011). There are various system which are used by Tour square
hotel for communication with each other such as Hotel service optimisation system, DECT
Phones, Mobile device.
3.2 Identify the control systems required for effective facilities operations within an agreed
context
The major challenge and issue in the current time period is the surviving in the business
market and the most important thing is that they required to have successful term in the market.
In this, they are develop appropriate strategies and plans which are able to assist in overcoming
with major issues and barriers which occurs in the various factors which run in the market place.
For maintaining working environment has provide more power in the working of the hospitality
industry since trends and the factors are so constantly changes which became main issue and
problems for an organisation. In this condition, it is very essential for the firm is to have good
control over the operations that help in performing and facilitate this in proper manner. Every
organisation required to develop controlling plan in place if they want to keep their eye on the
staff members of hotel who work in the company (Clifford Defee and Fugate, 2010). The similar
things has been adopted by Tour square hotel management and they are required to evaluate the
need which provide controlling plan to the facilities manager if they need sound working
environment.
3.3 Discuss the systems needed by a facilities manager to support effective building management
This factor has been one of the most important in the hospitality industry as it happened
to the place where they cater to the needs and demands of the people who are their customers.
The key points are -
Planning and scheduling - Planning and scheduling is taken seriously in Tour square
hotel. It is important to plan everything before taking on board and then things will be executed.
Scheduling is also implies after planning because everything has a correct time to initiate.
Multi use considerations - It is a process in which staffs of Tour square hotel has been
placed for various purposes. As it has been found that there were a lot of tasks in this
organization where manpowers plays a big role. This is why all manpowers can assigned with
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different jobs under it. Suppose they can clean the room and serve the food as well. This all is
happen when resources become less (Maren, Harston and Pap, 2014).
Marketing and publicity functions - This is one of the main task which a hotel manager
of Tour square should do. In this work an authority have a responsibility to market the company
with the people. Publicity functions are the function which is organised such as events to attract
the customers.
TASK 4
4.1 Establish appropriate criteria to evaluate the quality and effectiveness of facilities operations
There are various criteria to evaluate the quality and effectiveness of facilities operation
at Tour square hotel which can be described as below:
Environment - The quality and effectiveness of Tour square hotel can be evaluated on
the basis of environment. Environment means the surrounding where the hotel is located. The
manager should prefer good surrounding to attract large number of customers. It should be fresh
and pollution free.
Service - It is very significant factor for evaluating the quality and effectiveness of the
Tour square hotel. Service includes laundry facility, intercom available at room, electricity etc. It
is duty of manager to provide all the services to the visitors as per the money paid for hotel
(Franco and Montibeller, 2010).
Ambience- This is also an important criteria to evaluate tour square hotel. Ambience means the
way hotel looks. The guest prefer peace and good ambience for the meeting. Similarly for
visiting purpose they prefers innovative ambience. This helps the most for evaluating the hotel.
Food Quality
It is very important criteria for evaluating the quality and effectiveness of facilities
operation at Tour square hotel. It is the duty and responsibility of manager to provide hygiene
and quality food to the visitors.
4.2 Implement evaluation and review procedures to analyse the quality and effectiveness of
facilities operations
The facility manager of tour square hotel can implement the quality and effectiveness of
facilities operation by choosing the appropriate environment. The environment of tour square
hotel should be very attractive, pollution free and fresh. The manager should prefer to choose
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those surrounding where there is large number of footfall. The services can be implemented by
selecting skilled worker who works diligently for the visitors. The hotel should implement those
services which are required by the visitors or the customers. The ambience should be made and
implemented according to the target customers (Davis and et. al., 2012). The ambience should be
very attractive for the visitors. The manage can implement ambience by viewing other hotels
available at surrounding. The last and important factor to implement at tour square hotel is food
quality. The food should be very hygiene and fresh for the visitors. In this way the environment,
service, ambience and food quality should be implemented and evaluated by the facility manager
of hotel. Through this the quality and effectiveness of operation facilities can easily be analysed
and judged. Thus, it is the duty and responsibility of manager to implement, evaluate and review.
CONCLUSION
As per the above mentioned report, it can be analysed that operation management is the
administration of business practices which help in creating the highest level of efficiency that is
required. In every country, there are various set regulations and rules which should be followed
by all the people in the country. In the united nation, there are various types of paper work which
has been maintained an organisation which operate the business environment of the country in
the context of hospitality industry. There are various factors which are available in the market is
to promoting the concept of communication and if firm successfully manage and operate this in
the Tour square hotel.
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