Session 6
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Session 6. Topic 6 Managing Departmental Facilities. Today’s Schedule. Operational considerations Design solutions Macro to micro facility Trends and the FM function Management plans Departments & FM Design & space Regulations and FM Outsourcing & FM Service & FM Trends & FM.

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Session 6

Session 6

Topic 6

Managing Departmental Facilities


Today s schedule

Today’s Schedule

  • Operational considerations

    • Design solutions

      • Macro to micro facility

      • Trends and the FM function

    • Management plans

    • Departments & FM

    • Design & space

    • Regulations and FM

    • Outsourcing & FM

    • Service & FM

    • Trends & FM


Design solutions

Design solutions

  • Design solutions:

    • Vision + Creativity + Expertise

    • “It is through the creative process that the vision is given an identity” [Eric Hansen: Hotel & Motel Management 6th Sept 2004]

      Operational planning…

    • “is the concept of organising the facility to meet the requirements of both the user and the operator, rather than principally among aesthetic or design themes”[Penner, 2004: p196]


From facility to facility

From facility to facility

  • Macro-facility

    • Vision

    • Image

    • Innovation

    • Performance-based building

  • Micro-facility

    • The department

    • The workplace

    • The line of visibility / interaction

      • See Kandampully, 2002


3 key management plans

3 key management plans

  • Operator critical path

  • Communication plan

  • Liaison between developer and operator

  • Failure may mean:

    • Long-term damage from poor image from customers

    • Long-term damage from third party travel agents etc

    • Damage to the local community

    • Budget overspending


Departments fm

Departments & FM

  • Operational linkages:

    • Concept

    • Planning

    • Building

    • Maintenance

  • Shopping for the facility

    • OS & E

      • Operating supplies & equipment

    • FFE

      • Fixtures, fittings & equipment


Operational planning

Operational planning

  • Operational planning

    • Design brief

    • Site layout and arrival

    • Lobby and public circulation

    • F & B outlets

    • Meeting / conference space

    • Recreational areas

  • Space management:

    • Space %:

      • Motel: 90% of space to guestroom

      • All-suite hotel: 80% to guestrooms

      • Convention hotel: 65% to guestrooms

    • Space size:

      • Motel guestroom = smallest

      • All-suite hotel = largest


Accommodation planning

Accommodation planning

  • Product segmentation

    • One-size-fits-all

    • ‘Lifestyle’ facility

    • The Green hotel

  • The guestroom

    • Bed / somewhere to sit / work surface / hanging & packing space / TV / phone / hair dryer [sic!]

  • Planning the guestroom

    • Shape of slab - plain rectangle to hollow atrium

    • Single or double loaded corridors

    • Exit lanes / stairs

  • Amenities

    • Image and product quality

    • Built-in or value added

  • Future trends

    • Form and function (see example of Hoover vs Dyson)

    • Economy, environmental issues, an elderly population

      • See “Green” hotels


Accommodation planning1

Accommodation planning

  • Main markets

    • Demand for sgl, dbl, twn, fml or intcon

  • Fluctuation (Seasonal, weekend)

    • FFE needs

  • Quality and grades

    • Standard of sophistication, individuality, etc

  • Lengths of stay

    • Size of room, amount of furniture, wardrobe space

  • Feasibility

    • Rationalisation, construction method, FFE budget


Other facilities examples

Other facilities examples

  • Lobby / Foyer

    • Circulation / front desk / concierge / seating / décor / support functions / back of house

  • F & B department

    • Location / service linkage / flexibility / support areas / layout (mix of tables: disabled access

      • See Reading 3.1

  • Banqueting (functions)

    • Location / flexibility / access / support areas / structure / ceiling height / windows

  • Other considerations

    • Flooring / wall coverings / ceiling / furniture / HVAC / communication technologies


Design space

Design & Space

  • Needs analysis of available space

    • Build the space into the facility

    • Build the facility around the required space

  • Work and task design

  • Grouping services

  • Transit & circulation spaces

    • Primary circulation - walkways, entrances & exits, corridors, stairs

    • Secondary circulation - specific to particular departments: some public

    • Tertiary circulation - worker’s work space

  • Flexibility and efficiency

  • Utilisation of space - over time

  • The unseen spaces


  • Regulations fm

    Regulations & FM

    • Regulations

      • 1992: Australian building codes board

        • Building Code of Australia

      • Food Acts

    • OH & S considerations [risk mgmt issues]

    • Disability & Discrimination Act

      • Australian Standard AS1428.1 - design for access and mobility

    • Water quality and usage (conservation)

    • Local government / council regulations

    • Insurance and litigation impacts


    Outsourcing fm

    Outsourcing & FM

    • Project management

    • Third party fit-out

      • E.g.: US$450m 1400 room hotel in the Bahamas (island): the total project given to one company for operational fit-out

  • Have the expertise for tender and bid

  • What is outsourced?

    • Housekeeping

    • F & B function (clubs)

    • Fitness / health centres

    • IT infrastructure

  • The outsourcing process


  • Outsourcing process

    Outsourcing process

    • Strategic analysis

    • Identifying best candidates

    • Defining requirements

      • Terms of reference

    • Selecting outsourcer

    • Maintaining control

    • Transition capabilities

    • Managing the relationship


    Micro facility issues

    Micro-facility issues

    • Piecemeal approach to renovations

      • Ensure a coordinated approach

    • The actual implementation

      • Considering the customers

        • Can you renovate without the customers knowing??

        • E.g.: $500,000 conference level at HI, Adelaide

      • Considering the staff

      • Considering the builders

    • Refurbishment may be an opportunity to evaluate the market

    • Design over practicalities

      • Back of house space


    Service fm

    Service & FM

    • Integrating service into the facility

      • Operational philosophy

      • Service delivery mechanisms

  • Logistics within the department

  • Influence of customers

  • Increasing service delivery

    • Standards and the physical facility

  • Using departmental design to improve productivity

    • Implementing KPIs linked to the facility

  • Constraints of the site

  • Designing departmental relationship plans

  • Don’t forget the back of house


  • Trends fm

    Trends & FM

    • Society trends

    • Building trends

    • Technology trends

    • Bedroom trends [AMG, 11, winter 2005: p45]:

      • Sound proofing of rooms

      • Access to natural light

      • Quality internal

      • Space planning for maximum flexibility

      • Uplifting light / colour: minimal decoration

      • Maximum ceiling height

      • Comfortable yet professional feeling

      • Quality. Well-functioning room climate control

      • Ergonomic seating


    Tutorial activity

    Tutorial activity

    • List examples from your experience of poorly planned facilities in an enterprise you have worked in or are currently working in and the impact they had on your work practices. Suggest how these issues could have been solved by consulting operational staff before implementation.

    • Is facilities management part of the core or non-core product that any hospitality enterprise is offering? What is your opinion?

    • Prepare a management response to ‘Hotel from hell’ case (reading 3.2).


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