Nelson College London

Assignment Brief

Unit Details:

Unit Code: K/601/1801

Unit Name: Facilities Operations and Management (Unit 18)

Programme Name: HND in Hospitality Management

Awarding body: Pearson

Unit Level (QCF): QCF-4

Academic term: April – July, 2017

Assignment Brief
Distribution date : Week commencing

Submission deadline : TBC

Result and feedback date : 4 weeks from the deadline

1 Unit 18- Facilities Operations & Management Assignment Brief of HND in Hospitality
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Course Details

Course Name Higher National Diploma (HND) in Hospitality Management

Unit number 18
Unit Name Facilities Operation and Management
Credit Value 15
Sheikh Ziaul Haque
s.haque@nelsoncollege.ac.uk
Chuka Ehighibe
Lecturer
Chukka_ehighibe@yahoo.com
Bekhzod Klichev
bekhzod@nelsoncollege.ac.uk
Hand Out/Issue Date TBC
Submission Deadline TBC

Introduction

The aims of this assignment is to measure the outcome of students learning in terms of knowledge
acquired, development of skills or abilities gained in relation to achieve the learning outcomes.

This assignment will measure learners at outcome levels; all learners must achieve TASK 1 to 4
outlined below.

The assignment comprises of an essay, group presentation and report writing under several
broad topics as the main requirements of the assignment. Relevant areas for discussion have also
been identified under each broad topic.

Assignment Tasks

This unit develops the essential skills and knowledge required to deliver facilities operations in a
wide variety of contexts in the hospitality industry. Hospitality industries are becoming increasingly
dependent on facilities operations, in addition to the primary function of the organization or venue.

The unit focuses on the operational and administrative functions of the facilities manager. Learners
will address the broad responsibilities and duties of a facilities manager. They will consider the
legal, health, safety and environmental obligations that fall within the remit of facilities operations
and examine the various administrative systems that support them. Learners will also evaluate and
review the quality and effectiveness of the facilities operations.

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Learners will adopt a critical and enquiring approach to the concepts and theories underpinning the
practice of facilities operations and management.

This may be through fieldwork or observation including role-play. This experience will enable them
to consider how the unit and the programme can contribute to their career development.

ASSIGNMENT REQUIREMENTS:

Scenario (for Task 1)

An underperforming hotel has recently recruited an experienced General manager. The hotel
is experiencing low occupancy, low customer satisfaction and less repeat customers. By
reviewing through the trip advisor and their infernal guest comments cards.

New General Manager would like to introduce a new culture - “Blue energy commitment
culture”. All the heads of departments are responsible for the commitment to be fulfilled as
soon possible within the hotel.

As you are the Facilities Manager of the hotel, The General Manager has asked you to
prepare your and your department’s detailed responsibilities in writing to him within five
working days.

Follow the assessments criteria below:

Task 1

1.1 Assess the responsibilities of the facilities manager for staff engaged in facilities operations.

(Definition of Facilities Management, Levels of Facilities Management, Roles and Responsibilities

of a Facilities Manager and Supporting HR roles including legal issues in HR functions.

M1. A brief history of Facilities Management (FM). An effective approach to study and
research has been applied.

1.2. Discuss the responsibilities of facilities manager in context of the operational aspects of
the building.

(Discuss the role of Facilities Manager in the Accessibility of the building, Maintenance and repair,
Mechanical and Electrical Systems, Refurbishment and Security of the building.

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1.3 Assess the responsibilities of the facilities manager has towards customers using the
facility.

(Assess the role of Facilities Manager by Identifying customers need, The importance of good
service delivery, Customer care, Customer care skills, Customer service and Customer retention).

M2: Explain the SERVQUAL instrument for service quality.

1.4 Discuss the impact on facilities operations of employers and funding agencies.

(Discuss the role of Facilities Manager in context of Public Sector versus Private Sector,
Ownership versus Leased and Financial Management).

D1: Describe the Building insurance, Sustainable property and Taxation

Task 2 and 3

Group (maximum 5 students) PowerPoint Presentation (12-15 slides)

As a Facilities manager of a hospitality organization, you are asked by the General Manager to
research other hospitality businesses for the expansion of the organization. Your research should
follow the assessments criteria below.

Following your research, present your findings in the form of a group PowerPoint presentation
during the executive directors meeting next month.

(Produce PowerPoint slides with notes illustrating real industry examples. You are expected to
present to the class as a group with each group member fully active during the presentation and
hand in a copy of the slides before presentation and you need to upload the presentation in VLE)

Task 2:

2.1 Assess the statutory regulations that will affect facilities operations in UK hospitality
industries.

2.2 Discuss the health, safety and environmental measures that must be implemented by a
facilities manager within the hotel.

2.3 Discuss the documentation required to account for compliance with statutory regulations
and health, safety and environmental measures.

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D3. Discuss the legal, health and safety and environmental obligations in your chosen
hospitality organization

Task 3:

3.1 Develop and deploy effective systems for processing information and maintaining
communications.

3.2 Identify the control systems required for effective facilities operations within an agreed
context.

3.3 Discuss the systems needed by a facilities manager to support effective building
management.

M3. Demonstrate the range of source of information to support your group presentation.

Task 4:

Scenario (for Task 4)

As a facilities manager of the hotel, your responsibility to create an evaluation process and review
the quality and effectiveness of the facilities. The report should be presented to the Director of
operations of the hotel.

4.1 Establish appropriate criteria to evaluate the quality and effectiveness of facilities
operations.

( Self-Evaluation Site Visit Written Report )

D2. Write the self–Evaluation criteria and show autonomy/independence has been
demonstrated.

4.2 Implement evaluation and review procedures to analyze the quality and effectiveness of
facilities operations.

(You are required to follow P11 and provide recommendations.)

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Achievement of Pass, Merit and Distinction Grade

Achievement of a Pass grade:

A pass grade is achieved by meeting all the requirements defined in the assessment criteria for pass
for each unit.

Achievement of a merit grade

To achieve a merit grade you must achieve a pass grade and also your essay/assignment/coursework
demonstrates your abilities and skills in the following areas:

M1 identify and apply strategies to find appropriate solutions

M2 select/design and apply appropriate methods/ techniques

M3 present and communicate appropriate findings.

Grade Descriptors: Indicative Characteristics

Merit

 Effective judgements have been made

M1  Complex problems with more than one variable have
Identify and apply been explored
strategies to find  An effective approach to study and research has been
appropriate solutions applied
 Relevant theories and techniques have been applied
 A range of methods and techniques have been applied
 A range of sources of information has been used
M2  The selection of methods and techniques/sources has
Select/design and apply been justified
appropriate  The design of methods/techniques has been justified
methods/techniques  Complex information/data has been synthesised and
processed
 Appropriate learning methods/techniques have been
applied

 The appropriate structure and approach has been used
 Coherent, logical development of principles/concepts
for the intended audience
M3  A range of methods of presentation have been used and
Present and communicate  Technical language has been accurately used
appropriate findings  Communication has taken place in familiar and
unfamiliar contexts
 The communication is appropriate for familiar and
unfamiliar audiences and appropriate media have been
used.

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Achievement of a distinction grade

To achieve a distinction grade you must achieve distinction grade and also your
essay/assignment/coursework demonstrates your abilities and skills in the following areas:

D1: Use critical reflection to evaluate own work and justify valid conclusions

D2: Take responsibility for managing and organising activities

D3: Demonstrate convergent/lateral/ creative thinking.

Grade Descriptors: Indicative Characteristics

Distinction
D1
Use critical reflection to
evaluate own work and
justify valid conclusions
 Conclusions have been arrived at through synthesis of ideas
and have been justified
 The validity of results has been evaluated using defined
criteria
 Self-criticism of approach has taken place
 Realistic improvements have been proposed against defined
characteristics for success

 Autonomy/independence has been demonstrated

D2
Take responsibility for
managing and organising
activities
 Substantial activities, projects or investigations have been
planned, managed and organised
 Activities have been managed
 The unforeseen has been accommodated
 The importance of interdependence has been recognised and
achieved

 Ideas have been generated and decisions taken

 Self-evaluation has taken place
 Convergent and lateral thinking have been applied
D3 Demonstrate  Problems have been solved
convergent / lateral /  Innovation and creative thought have been applied
creative thinking  Receptiveness to new ideas is evident
 Effective thinking has taken place in unfamiliar contexts

Submission Instructions:

The beginning of each section should outline a general introduction to the broad topic with the
objective of providing a contextual background to the areas of discussion to follow.

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Relevant references and academic quotes and the use of case examples are required as evidence of
broader reading and research.

Reasonable consideration will be given in the case of failure to submit the assignments on time due to
any medical reasons. (Provided the sufficient medical proof is made available at the time of
exemption)
Late submissions are not allowed and will be penalised.
Referencing should be provided in Harvard Style referencing.
 The assignments should be completed in Font Type: Time New Roman/Arial with Size 12 and 1.5
spacing between lines.

Appendix A: Plagiarism and Collusion

Any act of plagiarism and collusion will be seriously dealt with according to the regulations. In this
context the definition and scope of plagiarism are presented below:

“Using the work of others without acknowledging source of information or inspiration. Even if the
words are changed or sentences are put in different order, the result is still plagiarism”. (Cortell
2003)

Collusion describes as the submission of work produced in collaboration for an assignment based
on the assessment of individual work. When one person shares his/her work with others who submit
part or all of it as their own work.

Appendix B: Harvard Referencing System

Any information that is not yours needs to be referenced or else turns to be plagiarism. Copying
from someone’s work can be unintentionally if you are unaware of the rules of acknowledging and
referencing direct quotations.

The Harvard systems of citation require you to acknowledge certain information, which are mainly
the surname and year of publication within the text.

For example:

According to Bell (1999), as you write up your research you will use a citation to indicate in your
text the source of piece of information, ......

The authors and publication information cited within the main body of your work must be listed in
the reference list. For example:

Bell, J. (1999) ‘Doing your research Project’. (3rd Ed) Buckingham: Open University Press

Detailed guidance on the Harvard Referencing System (HRS) is available on the Virtual Tutor (VT).

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Learning outcomes and assessment criteria from Unit Specification
Learning outcomes
On successful completion of
this unit a learner will:
LO1 Understand the operational
responsibilities of a facilities
manager
LO2 Understand the legal,
health, safety and
environmental obligations to be
addressed by facilities
operations
LO3 Be able to use a range of
administrative systems to
support facilities operations
LO4 Be able to use appropriate
criteria to carry out evaluation
and review of the quality and
effectiveness of the facilities
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Assessment criteria for pass
The learner can:
1.1 Assess the responsibilities of the facilities manager for staff
engaged in facilities operations
1.2 Discuss the responsibilities that facilities manager has for
operational aspects of the building
1.3 Assess the responsibilities the facilities manager has towards
customers using the facility
1.4 Discuss the impact on facilities operations of employers
and/or funding agencies
2.1 Assess (from a country perspective) the statutory regulations
that will affect facilities operations in an agreed context
2.2 Discuss the health, safety and environmental measures
that must be implemented by a facilities manager in a given
context
2.3 Discuss the documentation required to account for
compliance with statutory regulations and health, safety and
environmental measures
3.1 Develop and deploy effective systems for processing
information and maintaining communications
3.2 Identify the control systems required for effective facilities
operations within an agreed context
3.3 Discuss the systems needed by a facilities manager to
support effective building management
4.1 Establish appropriate criteria to evaluate the quality and
effectiveness of facilities operations
4.2 Implement evaluation and review procedures to analyse the
quality and effectiveness of facilities operations