EXECUTIVE SUMMARY
Facility management has been a non-core activities for the company though it has been playing a key role to support functions of core activities. In this study facility operation and management of Pestana has been explained to understand how the responsibilities of facility managers are directed towards staffs, consumers and other people associated with the hotel. The entire study has focused on significance of facility managers to continue uninterrupted operations at Pestana hotel. It has also unfolded that building maintenance remains a key area of facility management operation that is important to give a safety and good work environment to the employees and provides outstanding service facility to its hotel customers. There are some legislative acts of Portugal within which facility managers or hotel need to work and such compliances must be adhered to provide a safe environment to the employees at the Pestana hotel. The strategic facility planning is necessary that can be used to attain competitive environment and minimize costs that may arise because of unnecessary breakdown of equipment or mishandling.
ABOUT PESTANA PALACE
Pestana palace remains one of the best hotels located in Lisbon which has been a 5 star category hotel during 19th century palace, situated in a residential zone. The hotel is having 193 rooms, out of which 4 is the royal suites. During this present day, Pestana Group could be renamed in the magazine of official European Hotel Management being the only hotel group in Portugal as per survey ranking of “European Top 50” arranged by the HMI (Pestana, 2011).
The Concept of Facility Management in the Hotel
The idea of Facility Management (FM) has been an activity which is multi-disciplinary and may ensure responsibilities of management of buildings, supervision as well as control of performance non-core functions that still now is having a modest structured use in Portugal. In this process, Facility managers must apply their tools that can contribute towards rise in performance control of the non-core activities of the hotels (CEN, 2006a).
According to CEN (2006a) The European standard -EN 15221-1 describes that FM is a process of integration within an organization for maintaining and developing such agreed services that gives support as well as improve success of its core functions. Through this manner, facility managers can assist organizations to support its core functions by means of implementing concepts as well as its non-core activities management through improving such function, interface as well as performance of such activities.
According to RICS (2009) the scope of FM comprises:
- Integration of facilities, people, processes as well as technology;
- Transparency of information on service level;
- Effective usage of services synergy, providing contribution towards improvement in performance as well as minimization of costs reduction;
- Development of corporative strategy upon real estate assets;
- Standards execution;
- Optimization of cost as well as improvement in property value.
Cotts et al., (2010) hotels are the business space which are denominated by the effectiveness of hospitality that usually resembles to two simple needs: accommodation as well as food services. With the purpose of reaching such needs, several categories of support services may be required, and their proper management, integration as well as performance. Several of such services are commonly outsourced, that may create difficulties in the last phases.
RESPONSIBILITIES OF THE FACILITIES MANAGER TOWARS STAFFS: PESTANA PALACE
The role of the facility manager at Pestana hotel is to give support towards making a positive environment in the employees’ mind. On the other hand, when facility is poorly maintained it has its opposite impact. It is the duty of the facility managers need to provide staffs good environment. For example, if staffs work in poorly heated or cooled areas of the buildings that looks untidy and generates negative attitudes.
OSDC (2010) has indicated that there is specific responsibilities of supervisors to make all the trainees completely oriented with safety instructions, although this apparently essential responsibilities that are assigned facilities manager to protect staffs from danger. Such requirement towards detailed instruction as well as close supervision of trainees as well as remains particularly significant towards practical exercises. This is not acceptable towards a supervisor to undertake that an act or operation which is clearly remain dangerous as well as ensure that no-one will attempt it.
The responsibilities of facilities manager remain to carry out vital services such as installation and upkeep of electrical, fire and safety items in the building to ensure appropriate levels of fire safety function that can give a safe environment to the hotel staffs. It comprises every existing building or new construction must have fire safety services like sprinklers or mechanical services, however also comprises passive fire safety like fire rated structure, fire doors as well as other building infrastructure articles like safety door or ways to exit (Melbourn, 2012).
RESPONSIBILITIES OF FACILITIES MANAGER TOWARDS OPERATIONAL ASPECTS OF THE BUILDING
In facilities management, every each category of facility bears its specific individual challenges, as well as demands specific skill sets for Pestana hotel. When it comes to multi-unit residential facilities, a great volumes of people staying in close vicinity towards each other radically grows the focus needed on effective communication as well as relationship building abilities. Such Multi-unit residential services function seven days as well as full-time which include several individual user related well as requirements many of them that are subjective. Thus, a requirement is there to respond as well as adjust towards around constantly changing circumstances. In the past, facility management services were limited to only building operations, though presently activities have been adopted by Facilities Managers that are extended overall life cycle of a building (OSDC, 2010).
Facilities managers of the hotel need to effectively manage all the aspects of building along with training staffs to efficiently use building as well as asset management. Understanding as well as responding towards requirements and needs of owners as well as residents, and several professionals associated in building operations, maintenance and management which is crucial element of facilities management of multi-unit of the hotel building (Figure 1).
Figure 1: Facilities Management of Asset and Components within
a Multi-unit Residential Building
Source: Melbourn (2012)
THE RESPONSIBILITIES THAT THE FACILITIES MANAGER HAS TOWARDS CUSTOMERS USING THE FACILITY
Atkin and Brooks (2009) have recommended that Facilities Manager in the Pestana hotel systematizes, controls as well as coordinates with operational and strategic management of hotel buildings and facilities to make sure appropriate as well as efficient operation of every physical aspect, making as well as sustaining safe as well as productive environments towards hotel customers. A key task of facility manager is to review the significant information as well as data regarding service delivery as well as use of such data to make decisions regarding how services can be modified as well as improved.
Facilities Managers remain accountable towards availability of funds towards uninterrupted service, confirming that such items are used in generating maximum potential advantages towards consumers and staffs of the hotel. Keeping the hotel facility managers focused on entire objective of a service staff, partners as well as consumers of such goal remains major task towards facility managers. Consumers in the hotel can only be offered great services when facility managers remain associated with developing facility staffs or skills mentoring persons to solve any issue by possessing high potential as well as resolving operational conflicts. At the same time ensuring ethics as well as discipline through “management improvement plans” is important which are targeted to solve (Atkin and Brooks, 2009):
- Difficulties towards management systems
- Tasks that need to be delegated, and
- Bottlenecks/barriers to service delivery
- Expected outcome of management activities.
Figure 2: Customer Specific Facilities Management Services
Source: Fähnrich and Meiren (2007)
This also remains beneficial for to conduct interviews as well as surveys of the hotel customers to understand the efficiency of facilities management staffs (own staffs of the hotel or sub-contracted agencies). Sometimes, such staffs are having a good vision towards customer satisfaction (Figure 2) with a service as well as can recommend suggestions towards service improvement. As like product development, it is necessary for the hotel to include suggestions of facilities managers towards developing a new service for the hotel guest or customers. It remains a good idea and opens new avenues towards operations and facilities management (Fähnrich and Meiren, 2007).
THE IMPACT ON FACILITIES OPERATIONS OF EMPLOYERS AND FUNDING AGENCIES
The employer is impacted by the facility operations managers who are strategic planner and assists in organizing daily operations of a hotel business, thus employer needs to provide distinctive attention towards premises in which such business is situated (OSDC, 2010). Employer is dependent on such facilities management staffs who sometimes supervises several diverse facets of the operations of the company starting from managing vendors as well as contractors to make arrangement towards maintenance as well as looking towards new techniques to reduce costs. Remaining capable towards multitask remains vital towards impacting and attaining success by the facility manager of Pestana hotel.
To carry out operations an employer is impacted by the negotiation with facility manager with other clients as well as vendors who perform work on the hotel property. Such contracts may start from advertising to catering. It is necessary for the employer that before approving any contract services of any vendor a facility manager of the hotel obtains proposals for services from various providers to ensure that such facility is about getting maximum advantage from money spent. When a specific price is decided upon, one is responsible to drafting as well as review conditions of the operations. It is necessary to keep all the matters documented and making documentation or presentations upon work carried out for the employer. When work has been started, one needs to ensure that such work can be accomplished timely as well as according to the specific operational terms and conditions that have been negotiated and documented (OSDC, 2010).
LEGISLATIVE ACTS NEED TO BE CONSIDERED IN MANAGING PESTANA PALACE HOTEL
There are various legislative acts within which Pestana hotel needs to work, some of which have been mentioned in the following section:
System of Classification:
There is a national obligatory classification system of hotel.
Facilities
Facilities that must be provided by a 5 star hotel includes (apart from other services mentioned in the legislative act) safe box, breakfast, internet access in every room, hairdryer, 24/hours room service, 24 /hours reception service, bathrobe, transportation of baggage as well as laundry service.
Compulsory information at check in:
It is necessary for the hotel to provide fire safety, price information, safety rules, complaints book building rules as well as those that are linked with equipment’s, includes certification needs. This is obligatory to demonstrate in a visible manner regarding the prices of services, and other various requirements, linked with every segment. Place and time for Breakfast, and check-out time which should always be communicated.
Useful information: once a hotel booking is done, breakfast should be included normally in the hotel rate. According to the rule, various other taxes can always be incorporated towards hotel rates (ECC Net, 2015).
Criteria of Basic classification:
The Premises must have: the accessibilities, service zones, common areas, accommodation agreements as well as parking facilities;
Furniture should be there in : rooms, dining rooms, living rooms, kitchen as well as kitchenette equipment, accessories and equipment of bath rooms, video and audio systems, complements and telecommunications, check-out, equipment’s and hotel premises;
Service must be given towards: food and drink, breakfast reception, cleaning of accommodation unities, as well as other services like laundry and iron, wake up, private transport, credit cards acceptance, babysitter, post mail as well as fax.
Leisure: premises and equipment’s quality certificates as well as other facilities;
Urban as well as environmental quality: it includes localization, green spaces for combined use, environmental certificate as well as other items.
In the context of Portugal, every touristic business must provide premises, equipment as well as one accommodation that must be adopted by consumers with conditioned mobility. Everybody must get such information on the hotel website. In case of complaint as well as requests towards information about accommodation establishments, customers may contact to Tourism of Portugal (ECC Net, 2015).
Health and Safety Legislative Acts: Portugal
According to L. Fulton (2013) health and safety representation of employees in the Portugal hotel is given by specially chosen health and safety representatives. They must visit employer minimum once in a month as well as possess right to be discussed in writing about several issues at least twice annually. Joint committees of employer or employee health and safety may be established when a collective agreement is there to that effect.
Basic Approach at Workplace Level
Employers must ensure that the conditions in which employees work should protect their health as well as safety as well as if any obligations are levied on employees of the hotel do not eliminate the whole accountability of the employer.
Employee Health and Safety Bodies
In Portugal, employees in the hotel are having a legal right to select employee representatives towards safety as well as health at work. This is also about establishing joint employer or employee safety and health committees in which a collective arrangement should be supported for this (Ancarani and Capaldo, 2005).
Numbers and Structure
No minimum threshold is there towards electing representatives of for health and safety. In another terminology, such representatives may be elected towards every workplace. But, as much as the number employees increases, this legislation provides an increased number representatives of health and safety that may reach up to seven people maximum as health and safety representatives, the legislation is also having right to create their own proposals towards minimizing occupational risks (Ancarani and Capaldo, 2005). Such health and safety representatives must also be particularly informed regarding temporary workers as well as consulted regarding the health impacts of night working.
Key Legislation
According to Fulton (2013) the Law No. 102/2009, key legal arrangements towards occupational health and safety has been cited on 10 September, 2009 (Labour code, 2012).
MEASURE TO IMPLEMENT ENVIRONMENTAL HEALTH AND SAFETY
The employees from Facilities Management are trained towards fire safety, fall protection, asbestos awareness, chemical safety, as well as accident prevention. Additionally, training towards specific job. Facilities Managers of Pestana hotel needs to understand that it is necessary to have a safe working environment towards health as well as well-being of every employee. To assure that such Facilities Managers follow safe work practices when they are performing their tasks, the staffs from safety department must coach employees regarding compliance measures towards implementing as well as current safety codes as well as procedures apart from avoiding energy waste (FM, 2014).
In case of safety request from facility managers’ health and safety (discharged fire extinguisher, dry riser testing etc.) the hotel should have system to contact the FM Helpdesk for logging consumer or employee request.
In the hotel the director of facility management should be accountable to provide and maintain assets which are the best “fit for purpose” as well as obey all legislative requirements at Pestana hotel. Such health and safety accountabilities comprises (FM, 2014):
- Execution of effective operational and safety policies
- safeguarding asset management as well as systems conforms with health & safety needs
- authenticating proposed changes to operating practices, assets, and modifications towards maintenance systems
- confirming needs of health and safety that are fulfilled towards every contract and project
- preparation of safe access and exit doors
- Promising appointed contractors that are having management systems towards effective control towards health and safety norms.
It has been perceived that in the hotel operation and facility management, facility manager remains responsible to provide expert advice on safety, quality as well as environmental related suggestions for upcoming hazards to the Department. Health and Safety responsibilities include (Shah, 2007):
- supervision of facilities management towards health and safety rules as well as performance of contractors
- building as well as and directing safety, quality as well as loss prevention policies as well as procedures to support safety objectives as well as obligations
- giving support to line managers towards implementing as well as obeying compliance with legislation acts as well as constantly improve performance of such areas
- providing advise towards departments on compliance issues; ensure health as well as safety strategy review, analysis as well as auditing practice in the hotel
- defining as well as directing growth of strategic health as well as safety implementation
- Monitoring as well as reviewing the effectiveness of management systems (Liv, 2015).
Figure 3: Step-by-step Development of Facility Management Services
Source: Heiskala, M. (2005)
Presently, hotel customer selects types of service as per their needs, thus configuration process (Figure 3) should remain the first point of contact between facility manager and consumer. It is therefore important to start by presenting the FM team in a suitable way.
Implementation of Strategic Facility Plan and Competitive Advantage
The strategic facility planning (STP) should be expected at Pestana to support the business initiatives as well as must be frames to attain competitive advantage. It should be an affordable and approved plan which can translate business goals towards an appropriate outcome such as saving energy cost (IFMA, 2009).
Cost Impact in Case of Non-Implementation
Operational Costs: It is necessary to successfully implement the strategy facility planning as otherwise it involves in huge operational cost due to accidents, machine break down, mishandling, penalty on inappropriate waste disposal and equipment repair costs (Gerstein, 2009). Budget must be created and facility manager is responsible to ensure that budgeting is effectively managed as well as every expenditure is made to create a more efficient and well as hazard free work environment for all the people of the hotel (OSDC, 2010).
CONCLUSION
From the above study it may be concluded that Hotel is the business space which is denominated by the effectiveness of hospitality services that ultimately depends facility manager who need to ensure smooth functioning of overall building, systems, equipment and staffs. The responsibilities of facilities manager at Pestana remain to carry out vital services such as installation and upkeep of electrical, fire and safety items in the building to ensure appropriate levels of fire safety function that can give a safe environment to the hotel staffs. Facilities managers of the Pestana hotel need to effectively manage all the aspects of building along with training staffs to efficiently use building as well as asset management. The major task of facility manager at Pestana is to review the significant information as well as data regarding service delivery to the hotel customers. Consumers in the hotel can only be offered great services when facility managers remain associated with improving facility staffs. An employer is impacted by the negotiation with facility manager or vendors who perform work on the hotel property. In Portugal, according to the legislative acts all the safety information and other guide must be provided to the consumer during check in and health and safety representation of the hotel employees in the hotel is provided by representatives specially chosen health and safety. It is recommended that that Pestana must have an affordable facility planning that can avoid all possible costs arising out of non-compliance and other hazards.
REFERENCES
Ancarani, A. and Capaldo, G. (2005) “Supporting decision-making process in facilities management services procurement: a methodological approach”, Journal of Purchasing and Supply Management, 11, 5, pp. 232-241.
Atkin, B. and Brooks, A. (2009) Total Facilities Management, Third Edition, Blackwell Publishing Ltd, UK.
CEN (2006), Facility Management – Part 1: Terms and definitions, Comité Européen de Normalisation, Brussels.
Cotts, D., Roper K. and Payant, R. (2010), The Facility Management handbook, Third Edition, AMACOM, USA.
Fähnrich, K.-P. and Meiren, Th. (2007), Service Engineering: State of the Art and Future Trends. In: D. Spath and K. Fähnrich (2007), (eds.): Advances in Service Innovations. Berlin, Heidelberg, New York: Springer Verlag, , pp. 3–16.
Heiskala, M. (2005), A Conceptual Model for Modeling Configurable Services from a Customer Perspective, Helsinki University of Technology, Espoo, Finland.
OSDC (2010) “Service Level Agreement”, Department of Administrative Services of Oregon State Data Center, 35p.
RICS (2009), The strategic role of facilities management in business performance – RICS guidance note, Royal Institution of Chartered Surveyors, London.
Shah, S. (2007), Sustainable Practice for the Facilities Manager, Blackwell Publishing Ltd, UK.
Online Sources
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