PROPOSAL FOR A STRUCTURED FACILITIES MANAGEMENT PROCESS FOR FIVE-STAR HOTELS IN SINGAPORE

Abstract

With the growing affluence of people worldwide, hotel operations have expanded from the carrying out of simple caretaking duties to performing complex processes that include addressing strategic targets and objectives to meet increasing demands. It is thus vital to analyse and conduct major revisions of the tools and systems utilised in the execution of daily operations. Therefore, the role of facilities management has become increasingly prevalent in the hotel industry. The main aim of this dissertation is to propose a structured process for facilities management (FM) process in hotels. This study investigates whether five-star hotels have a structured FM process and its deployment (if any) to address the problems commonly faced by the hotels. The proposed structured FM process is built upon the existing processes in the hotels in order to facilitate an easier process to follow when addressing problems in the hotel. The study finds that a good structured FM process correlates with the improvement of the quality of the service delivered to the hotel guests. Therefore, this helps to reduce response time (increasing timeliness) of the problems or issues affecting the guests and improve the operational services. The proposed structured FM process would aim to streamline FM processes to improve the quality of service to the guests.