Hotel facility operations and maintenance management model

ABSTRACTFacilities management approach displays difference in organizations. Facilities managementincludes facility operations and maintenance management to be the foremost in the list andcontains extensive services. In the facilities management, in-house team may be used forservice providing or outsourcing utilization would be preferable.The purpose of this study forms a model regarding the management of small and middle-sizedhotels? facility and maintenance operations. From facility management techniques, `utilizationof outsourcing? method will be analyzed for facility operations and maintenance and itsapplication in the hotels. The goal of the facility operations and maintenance management isto provide a quality service with optimum operational cost and to protect the property. It hasbeen utilized from Turkish Technique Management Association?s research and finished casestudies.In this work, with literature research in hotel business sector, faciliy management,maintenance and hotel renovation has been studied. In facility manegement, in-house andoutsourced servive provision has been investigated.This thesis has been proved with hypothetic approach.In this sense, the main steps of the model are suggested to be;• When looked upon facility and maintenance management, the first stage to realize is todetermine need for services. Those services must be analyzed. The next step would be thedetermination of important service attributes. Thus determination of the utilization of in-house team or outsourcing alternatives can be compared. Determination of performancestandards can be done with the help of facility management consultant.• In order to guarantee customer satisfaction and to know the value for money,organizations should act as knowledgeable and instructed clients. It would benefit a lot toget some help from a professional facility management consultant.• Hotel administration takes the provided services serious and utilizes from the supportingservices for facility operations and maintenance activities with the use of outsourcing.• Hotel management must define the maintenance services of which will be outsourced.• Subcontractor must be an expert to provide facility operations and maintenancemanagement• Hotel technics manager must possess a good human relations. He / she should haveknowledge of contracts and should know the elements of operations and performance.• Maintenance management plans and the organisation of the computerised maintenancemanagement systems, reports, analyses and feed back should be organized by the totalfacilities management contractor.• Hotel management must define the maintenance services of which will be outsourced.The aims of the model for Facility operations and maintenance work plans?are;• To manage maintenance, having national and international norms and standards .• To operate the facility professionally with optimum operational costs, having national andinternational norms and standards with high service quality,• To increase the hotel property?s value,• To improve the hotels? competitiveness,• To increase the customer satisfaction,xi• To allow hotel organizations to be profitable and efficient in main activities when facilitymanagement techniques are applied in the right way,• To make Facility management company take certain responsibilities from the hotelmanagement. Facility operations and maintenance work plans? forming is under theirresponsibility,• To allow hotel administration to concentrate on their own area of specialization.Keywords: Maintenance, facilities management, maintenance management, facilitiesoperations and maintenance management, renovation, outsourcing, in-house provision, totalfacilities management, hotel facilities operations and maintenance managementxii