CREDITS I am indebted to Dr. Johan R. Edelheim of Southern Cross University Lismore, for the foundation of these slides. Dr Johan R. Edelheim (PhD)Lecturer, Hotel and Resort ManagementSouthern Cross University, Coffs Harbour CampusPersonal researcher page: http://works.bepress.com/johan_edelheim/
Topic 1 – Introduction to F&R Aims: Describe what facility management is and argue its importance in the management of a hospitality facility; Identify the relationships between facilities and risk management and hospitality management; Describe what risk management is and argue its importance in the management of a hospitality facility; Use case study methodology at an introductory level to analyse risk in a hospitality facility;
Readings Essential readings: Reading 1.1; Jones, C & Jowett, V ((1998). ‘The Concept and Scope of Facility management ‘in Managing Facilities (pp. 1 – 21), Oxford; Butterworth-Heinemann. Reading 1.2; Langston, C & Lauge-Kristensen, R. (2002). ‘Strategic facility management’ in Strategic Management of Built Facilities (pp. 15 – 21), Oxford: Elsevier Butterworth-Heinemann. Reading 1.3; Huyton, J. & Baker, S. (2001a). ‘Use of case studies’ and ‘Case Study 15 - I’ll Huff and I’ll Puff and I’ll Blow Your House Down’ in Case Studies in Rooms Operations and Management (pp. 4 – 8 and 50 -51),Melbourne: Hospitality Press. Additional readings Jones, C & Jowett, V (1998), ‘The strategic planning role ‘in Managing Facilities (pp. 22 – 49), Oxford; Butterworth-Heinemann Losekoot, E., van Wezel, R. & Wood, R. (2001), ‘Conceptualising and operationalising the research interface between facilities management and hospitality management’. Ransley, J. (2004a) ‘Concepts ‘ in Ransley, J. & Ingram, H. eds. Developing Hospitality Properties & Facilities 2nd Ed (pp. 3 – 22), Oxford: Elsevier Butterworth-Heinemann Okoroh, M.I.; Jones, C.; & Ilozor, B.D. (2002), ‘FM application in the hospitality sector’Facilities; 20, 7/8
Introduction to Facility Management Tangibles / intangibles Facilities ranging from highly visible to totally invisible Compare with a theatre Matrix 2 Changes in the FM role from the past to the present
Facility or Physical Asset The hardware: Building Servicescape Location The software: Furnishings, fixtures and fittings Operational equipment Building equipment
Operations, tactics, strategies Operative FM – often seen narrowly as a person in charge of maintenance – reactive Tactic FM – measure and control facilities and equipment, search for new solutions, coordinate needs of other departments Strategic FM – Part of executive team, closer related to financial controller than to maintenance team, Knows and foresees future areas of expansion/contraction in the industry - proactive
Relationship between FM & other mgmt functions in hospitality Strong focus on own work-area – blindness to bigger picture Pipeline problem-solving approach How should FM be planned in order to: offer guests an enjoyable environment; facilitate efficient work conditions for the staff at the premises; be safe to reside within; and finally stay ‘invisible’ by functioning as they are planned to function?
Introduction to Risk Management Risks occur in the normal course of business. Every hospitality enterprise is exposed to risk as a part of their normal business process. Indeed, the acceptance of specific risks is often necessary to the meeting of objectives. The reason why you learn about risks in the same unit as you learn about facilities is because the most tangible risks you will experience are related to your facilities. Even less tangible risks such as law suits and loss of money through fraud can in many cases be traced back to facilities related risks. The main aim of this module of the unit is therefore to highlight where risks appear and to give you a framework to manage the diverse risks that you might encounter in your work.
What risk is and is not Risk mgmt is NOT insurance Risk mgmt is not crisis management Risk can be assessed Risk can be ignored! Risks to: The building – Physical assets The operations / money – Financial assets The personnel & customers – Human assets The brand, reputation -Non-physical assets
Tutorial 1 Brainstorm a list of ‘tangibles’ which a typical hospitality facility provides. Think of a situation where a ‘tangible’ has negatively impinged on your enjoyment and satisfaction at a hospitality facility. What is the difference between operations and tactics? What is the difference between tactics and strategies? Give examples of the three levels of FM and suggest how much time, for example, a GM of a hospitality enterprise should spend on each of these levels per week at work. From reading 1.3 (HANDOUT); Given the short time before the storm hits, now only 45 minutes, what factors should Laurie consider in formulating instructions to his management team and staff?