Facility operation is defined as the services required to ensure a facilitywill do what it is designed to do. Facility operations typically includes theday to day operations of the facility. Depending on the industry, each facilitywill operate differently.

 Facilities operations manager isoften shortened to facilities manager, operations manager, warehouse manager orgeneral manager. They oversee daily operations at factories, retail stores,storage structures, offices and other organizational spaces. Depending on thesize of their companies, such managers might oversee one branch or severallocations. The primary responsibility of a facilities operations manager is toensure that day-to-day functions follow the strategies of the chief executiveofficer in advancing the goals of the organization. Behind only the CEO inauthority and responsibility, these managers often walk through theirfacilities to inspect the progress of all projects first-hand. They meet withdepartment heads and employees, determine staffing requirements and promotesubordinates to become heads of departments. They also formulate company-widepolicies and find the most efficient ways to implement them.

Operationsmanagers are often groomed to take over CEO positions. As a facility manager you are deeplyinvolved in the everyday management of maintenance employees on the premises.The facility manager organizes these employees into teams to meet the goals ofthe business. You also may work to develop and implement employee schedules anddeal with any minor problems that arise between employees. As facility manager,you are also responsible for complying with all local and state safetyrequirements for the building including employee training, facility inspectionsand security of the premises. Maintenance is an all-encompassing category thatincludes the building, premises and any equipment located on the property. Itis one of the most important priorities for the facility manager to make surethat these areas are properly maintained and kept in good working order.

Asfacility manager you are also responsible for the cleanliness of the property,making sure that any vending or catering that takes place on premises meetscode requirements, and managing the space in the building so that it is usedefficiently. Facility managers oversee negotiatingcontracts with clients and vendors who work on company property. Thesecontracts can range from advertising to lawn care and catering. Before agreeingto contract services from a vendor, as facility manager you obtain bids for theservice from different providers to make sure that your facility is receivingthe maximum benefit for the money that is being spent. Once a price is agreedupon, you are responsible for drafting and reviewing any necessary contracts aswell as preparing documentation or presentations on the work being done forcompany owners. Once work has commenced, you must make sure that the work iscompleted on time and according to the contracted agreement.

Another large partof the facility manager’s responsibility is to manage operational costs. Youmust search out ways to cut costs while adequately maintaining the businesspremises. You must create a budget for all expenditures from your departmentand work throughout the year to keep costs within the budgeted amount,adjusting on an emergency basis. As facility manager, it is your responsibilityto make sure that the business is budgeting effectively and that everyexpenditure works toward creating a more efficient work environment.  For any type of service organization, customer is one of the mostimportant factors. The more the service organization has the customers, themore the organization is success in the market. The facilities manager of theservice must be responsible to their customers. The responsibilities of afacilities manager have toward customers using facility is customer service,customer satisfaction, customer retention and customer empathy.

Customerservice is the most significant factor for the Hotel Business. Customers alwaysexpect better service with low cost. The facilities manager of the Hotel mustensure the quality of services is satisfactorily to the customers in theorganization.

If the customer service is not satisfied to the customers, thecustomers will not return to the hotel and the hotel will lose the customers.In the hotel business, customers are the most important factor for succession.The more the service organization has the customers, the more the organizationis success in the market. So, the facilities manager must be concerned aboutthe customer satisfaction in the organization. Every day the Hotel gets anumber new customer. The facilities manager must provide service such way thatretain the customers.

Customer’s retention is one of the most significantfactors to achieve the organization’s goal. The more the service organizationhas the customers, the more the organization is success in the market. Customerempathy refers to give equal priority to all customers in the organization. Thefacilities manager must be concerned about the customer empathy.

The managershould give priority to the regular customers than the irregular customers  Employers and funding agencies significantly affect the facilitiesoperations of the Hotel. Funding agencies provide financial support to thebusiness organization. When the Hotel cannot accommodate the capital to run alarge operation, funding agencies provide required funding to run theoperation.

The Hotel must conduct many suppliers to provide operationsfacilities. The employer makes an agreement with the vital suppliers to takeadvantage and get regular supplies. For example, most of the customers in the Hotellike coco cola soft drinks and the demand of the coco cola is high in the market.The employers of the Hotel arrange an agreement to get regular supply of cococola with low cost. This agreement ensures the better quality of product andregular supply of the product that enhances the facilities operations in theorganization. In conclusion, facility manager assures the effective functioning of a facility toprovide an efficient and safe working environment for employees and theiractivities by using best business practices to manage resources, services andprocesses to meet the needs of the company. For example, facility manager developsand implement a facility management program including preventative maintenanceand life-cycle requirements.

 Task 1 (ii) The regulatory organizations of the United Kingdom make thestatutory regulations to ensure the safety of the public health.  Statutory regulations affect the operationsfacilities of the Hotel in many processes and protected poor food practices inthe organization. Every company must obey the rules and restrictions of the statutoryregulations otherwise it will be enforceable by the law. The facilitiesoperations manager of the Levin Hotel should concern about the statutoryregulations of the country. The managers must be confirmed that the environmentand food practices of the Hotel is hygienic and not harmful for the publichealth.

 The facilities operations manager must be conscious about theemployee’s facilities in the organization. The authority of the Hotel shouldprovide the employees vacations, holidays in every week and anniversaryprogram. The employees’ facilities operations motivate the employees to workcordially for the success of the organization and to achieve the goal. When the organization extends day to day, the cost of operations isincreased. The facilities manager should be concerned about the health, safetyand environmental issues when the organization gets longer. The facilitiesmanager implements the healthy, safety and environmental measurement in thefollowing ways, maintaining operations instrument, training and improvement toemployees, computer and information technology and checking quality after aperiod. The Hotel must maintain the operation instrument of the organizationthat ensures the health and safety environment.

If organization does notproperly maintain its operation instruments, the Hotel will not provide healthand safety environment to its customers. The organization should providetraining program to its employees for the jobs which are new for them tomaintain health and safety and provide different development courses to itsexisting employees to improve the quality of them. The Hotel must ensure theproper utilization of the computer and information technology to maintainhealth and safety of the consumers. The misuses of technology can be threat forthe organizational activity, so the facilities managers should conscious aboutthis. The facilities manager of the Hotel needs to check the quality ofemployees after a period time to maintain health and safety environment in theorganization.

if the quality of employees is not satisfactory with theorganization’s goal, the company must provide development program to improvethe quality of the employees  To measure health and safety in the services organizations, thefacilities manager must keep proper record. To maintain statutory regulationsof the organization’s health and safety, the facilities managers required tokeep record all kinds of information relevant to employees of the organizationlike that the age of employees, family size of the employees, ethnicity andmaterial status of the employees. By documenting these employees’ information,the organization can employ the right staff on right place. The regulationauthority of the United Kingdom makes the statutory regulations andrestrictions for the business organizations. The statutory regulation isinfluenced the country’s cultures. The facilities managers should document thestatutory regulation to conduct its business activities. If the organizationdoes not record the statutory regulation, the organization will not run itsbusiness activities with the terms of law.  The Hotel must keep proper recording to account for compliance withstatutory regulations and health, safety and environmental measures like thatthe information relating with the quality of employees and auditing theperformance of the employees.

The facilities managers instruct the operationalmanagers about the health, safety and environmental issues of the organization.The operational management must keep recording the instructions from thefacilities manager to maintain the statutory regulations.  Information and communication system in the service organization aresignificant. The facilities operations manager requires sufficient informationabout customers and employees of the organization to appropriately monitor andmotivate them. The Hotel can offer the package to the customer that ispreferable to them by collecting customers’ behavioral information. And theorganization can easily handle and monitor the employees of the organizationthrough collecting information about their cultures, societies and behaviors.

The Hotel uses the information technology to collect and store the informationrelating to customers and employees. The success of the service organizationmostly depends on an effective communication system. The communication systemof the Hotel should be smooth that covers the organization network. If thecommunication system is not effective, the employees of the organization willnot get necessary information to conduct operations.  The Hotel must develop an effective system to process informationand maintain communication in the organization. Through the system theorganization can easily store and update the information; provides notificationto the organization about different ceremony and anniversary about theemployees and customers. The Hotel authority must develop a system by which theorganization can easily communicate all the employees and provide memorablenotification to the customers. The facilities manager must develop acontrol system to operate the employees of the organization.

The control systemshould be effective and acceptable to the employees. Through the system theorganization evaluate the performance and quality of the employees. To developsuch an effective control system is difficult for the facilities operationsmangers.

The facilities operation manager must work hard and be responsible tohis work to develop an effective control system. Many control systems use inthe service organization for the facilities operation manager such as emailrecording of the employees, spot check of working place and monitoring theworking environment of the organization to control employees.  The Hotel must implement the controlsystem that monitors the activities of the employees and giving immediatefeedback to them. Through effective control systems the organization can easilyevaluate the quality of services and can improve the organization’s services byproper instruction. The facilities managers can collect information about theemployees and customers through the control system and motivate the employeesto achieve the organization’s goal. To implement the control systems in theorganization, many unethical occurrences occurred in the organization. Forexample, when the facilities manager monitors the personal emails of theemployees, it is one type of stealth information about the employees of theorganization.

 The facilities manager must develop acontrol system to support effective building management in theorganization.  The system should beeffective and acceptable to the employees to manage and control the employees.The facilities operation manager must work hard and be responsible to his workto develop an effective control system to support an effective buildingmanagement. The Hotel must implement the control system that monitors theactivities of the employees and active manage the employees through thedeveloping management system. Through effective control systems theorganization can easily evaluate the quality of services and can improve theorganization’s services by proper instruction.

 Task 2 It is important to measure the effectiveness of thecompany’s quality & effectiveness of operations. If the measurement resultsin something unpleasant, it is certain that the company is on the way of adowngraded spiral. While assessing the quality & evaluation of the ABCHotel operations, the result was pleasant.

All the results show that ABC Hotelis doing great in almost all areas of operations as it is always concern aboutthe quality of the services and the performance of the employees. The ABC Hotelmaintains a well-managed system that properly regulates employee and thequality of their work in operations. Most often the ABC Hotel gives variousofferings to the employees along with a balance in wok & social life. Allthese things show the effectiveness of the ABC Hotel’s success in managing thebusiness and the business’s operations. The effectiveness can also be seen inmanaging the costs of the business by proper forecasting and anticipating, andcarrying out certain operations in different global locations.

It has a goodsupply chain management system. Thus, interaction with each other is not thatmuch hard that consume lots of time and effort. Using of technology to serveits customer is another example of quality service and the effectiveness of theoperations at the ABC Hotel.  ABC Hotel is one of the most popular hotels in Malaysia.Thus, it is always concern about the growth of the company. The management ofthe company regularly checks, balances, and assigns necessary control tofacilitate operation managers for maintaining the quality & outcomes ofoperations.

For instances, ABC Hotel provides training and development to theemployees so that they can easily understand how to cut a good result in theiroperations. ABC Hotel provides various offering to improve the performance ofthe employees. This company makes employees loyal to the company as the companyprovides rest and compensating offering to them. On the other hand, monitoringthe customer and reviewing the feedback of them enhance and facilitate theoperations of ABC Hotel. Another procedure of analysing the quality &effectiveness is comparing the performance and outcome against the earlier madegoal of the company.  The ABChotel is one of the most attractive boutique hotels near Bukit Bintang and ithas more than eight thousand worldwide.

The authority of the Hotel must manageits facilities and resources to gain competitive advantages in the market. Thecustomers and employees are the key assets of the Hotel Business. To attain asustainable comparative advantage in the market, facilities managementoperation is one the most significant factors and strategic issues for theservice organization.

If the business organizations do not provide expectedfacilities to the customers, the customers will not return to such types ofservice organizations.


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