MODULE 2

FACILITIES MANAGEMENT
2.1 Introduction to Facilities
Management
2.2 Housekeeping
2.3 Engineering
2.4 Procurement & Finance
2.5 Miscellaneous
 1. Introduction - Meaning
 Facilities management (FM) is the
total management of all services and built
environment infrastructure that support the core
business of an organization.
 Facilities Management is the integration of

processes within an organization to maintain and

develop the agreed services that support and
improve the effectiveness of its primary activity.
 Facility management is a professional management

discipline focused upon the efficient and effective

delivery of support services for the organizations
that it serve
 It is an interdisciplinary field that involves guiding
and managing the operations and maintenance of
commercial, residential or institutional buildings
such as hotels, malls, airport, railways, hospitals,
schools, gated housing communities, office
complexes and on behalf of the property owners.
 Good facilities management makes a huge

difference to the efficiency and productivity of a

company, its staff and even its clients.
 Services are non-core support services
 FM covers these two main areas:
 Space & Infrastructure - such as planning, design,

workplace, construction, lease, occupancy,

maintenance and furniture
 People & Organisation' - such as catering,

cleaning, ICT, HR, Accounting, Marketing,

hospitality
 Referred to as "hard FM" and "soft FM".
 IFMA: “FM is the practice of coordinating the

physical workplace with the people and work of the

organization. It integrates the principles of
business administration, architecture and the
behavioral and engineering sciences.
The core competencies of facility management are:
 Communication
 Emergency Preparedness and Business Continuity
 Environmental Stewardship & Sustainability
 Finance and Business
 Hospitality Management
 Human Factors
 Leadership and Strategy
 Operations and Maintenance
 Project Management
 Quality Management
 Real Estate & Property Management
 Technology.
 Areas of Responsibility
Housekeeping department of any company is
responsible for cleaning and upkeep of the
following areas,
Front of the House areas includes
 Guest/ employee Rooms, Corridors
 Lobbies and public rest rooms
 Pool and patio areas, Meeting rooms
 Dining rooms/ restaurants
 Banquet Halls, Convention Halls
 Hotel operated shops (Shopping Arcade)
 Games rooms/ recreation rooms
 Exercise rooms/ gymnasium
 Building Exteriors, Landscaping and Gardens
 Back of the House Areas include
 Management offices
 Storage areas
 Linen / sewing rooms
 Laundry rooms
 Employee Locker Rooms
 Administrative offices
 Cloak Rooms
 Maid’s service room.
Pest Control:
 Pest control is defined as the regulation or the

management of species defined as a pest, usually

because it is perceived to be detrimental to a
person's health, the ecology or the economy.
 A practitioner of pest control is called
an exterminator.
 The pests usually found in the premises includes

mosquitoes, lizards, cockroaches and rats.

 There are various pest control measures available

in the market which includes liquid spray, smoke

fogging and gels.
 The pest control department closely works with the

housekeeping department to find out the lean

period to conduct the pest control activity.
 Horticulture:
 Horticulture is the branch of agriculture that deals

with the art, science, technology, and business of

vegetable garden, plant growing. It includes the
cultivation of medicinal plants, fruits, vegetables,
nuts, seeds, herbs, sprouts, mushrooms, algae,
flowers, seaweeds and non-food crops such as
grass and ornamental trees and plants.
 It also includes plant conservation, landscape
restoration, landscape and garden design,
construction, and maintenance, and
arboriculture.
 Horticulture even refers to the growing of

plants in a field or garden. It is the

responsibility of the Horticulturists in a
facility management company to ensure the
company periphery and internal environment
of the company looks greenish and lively.
Engineering
 The role of the engineering department is to take

care of heating, ventilation and air-conditioning

(HVAC), plumbing systems, and lightning systems
of a company.
 The engineering department ensures all the

equipments are functioning properly. This is

achieved by daily routine checks.
 The engineering department also takes care of

break-down maintenance and preventive

maintenance.

The list of task carried out by the engineering
department includes the following,
 Equipment infrastructure maintenance
 Performing routine checks
 Attending the emergency break downs
 Planning out a schedule for preventive

maintenance
 Energy conservations
 Physical infrastructure – building maintenance
 Infrastructure development and renovation
 Conducting safety checks and audits
 Employee training on equipments.
 Equipment stock maintenance.
 Liaison with the vendor and suppliers.
 Coordination with housekeeping department.
 Attending the complaints.
 Addressing the issues filled in the yellow card.
 Coordinating with other functional departments.
 Carrying out AMC for the equipments
 Preparation of the budget required for the

engineering department.
Equipment Maintenance
 The term equipment maintenance involves

addressing equipments break down, carry out

preventive maintenance and annual maintenance
contact with the respective equipment companies.
The facility manager should ensure the equipment
maintenance is the continuous process to
maximize the efficiency of the equipments and
thereby leading to increased productivity.
Energy Saving Measures
 The energy saving measure otherwise called

as energy conservation measure (ECM). The

energy saving measures is primarily
performed based on three “R” Mantra. The
mantra is reduce, reuse and recycle. The
energy conservation measure (ECM) is any
type of project conducted, or technology
implemented, to reduce the consumption of
energy in a building/ company.
Procurement & Finance
 Procurement is the act of acquiring, buying goods,

services or works from an external source

(suppliers / vendors) in the market. The
procurement is based on the purchase requisition
provided by the departments. The materials could
be for housekeeping or maintenance or for
production departments. The procurements of the
materials in the market are usually done by the
purchase department of the company.
Procurement Life Cycle:
Procurement life cycle in facility management business
involves the following seven steps approach,
 Identification of Need: 

 Supplier Identification: 

 Supplier Communication: requests for quotation, 

requests for proposals, requests for information or 

requests for tender 
 Negotiation: price, availability, and customization
possibilities are established. Delivery schedules are
negotiated, and a contract to supply acquired
 Supplier Liaison: 
 Logistics Management: 
 Additional Step - Tender Notification: Some facility
management companies choose to use a notification service
 in order to raise the competition for the chosen
opportunity.
Miscellaneous
Security:
 Security is the degree of resistance to, or

protection from, harm.

 It applies to any vulnerable and valuable asset,

such as a person, dwelling, community, item,

nation, or organization.
 The main functions of the security department

include managing the entry & exit of the people.

The people include employees, vendors and
various other stake holders, safeguarding the
infrastructure and equipments of the company,
detections of the threats for the company.
Front Office:
 Front office or reception is the first place where

employees /guests/customers arrive and come in

touch with the staff.
 The function of the front office is to directly get in

touch with customers.

 The front office receives information about the

various stakeholders then will pass onto the other

department of the company.
 The company needs to give training to the front

office receptionist because this position will be in

contact with people the most.
 Staff working in the front office can also deal
with simple tasks, such as sorting emails and
helping on printing and typing tasks.
 Front office staff needs to use different skills

on technologies too, such as using the

printers, fax machines and phone.
 Front office or reception is related to Service

Delivery System, where employees engage

with people.
Training:
 Training is teaching, or developing in oneself or

others, any skills and knowledge that relates to

specific useful competencies.
 Training has specific goals of improving one's

capability, capacity, productivity and performance.

 Training the facility services employee is very

essential to deliver exceptional service to the

company.
 The training also helps to analyze and evaluate the

employee awareness about their roles and

responsibilities.
 The training methods employed are:
 On the Job training / Off the Job training
 Class room training / Role Play
Events:
 The facility management of the company conducts

events in the company ranging from formal to

informal events. The formal events include meeting
with shareholders and other stakeholders and the
informal events include food festivals and
employees recreational events.
 The events include festivals, conferences,

ceremonies, formal parties, concerts,

or conventions.
 It involves studying about the brand, identifying
the target audience, devising the event concept,
planning the logistics, coordinating the technical
and any other, and aspects before actually
launching the event.
 The process of planning and coordinating the

event is usually referred to as event planning.

The planning also includes Budgeting,
scheduling, site selection Acquiring
necessary permits, coordinating transportation
and parking, arranging for speakers or
entertainers arranging décor, event security,
catering and emergency plans.
Role of Facility Manager:
 The facilities manager organizes controls and

coordinates the strategic and operational

management of buildings and facilities in order to
ensure the proper and efficient operation of all
physical aspects, in accordance with legislation in
the field, creating and sustaining safe and
productive environment for guests, employees or
residents.
 The managers deal with various contractors and

suppliers to carry out property maintenance tasks

and services such as security, area cleaning and so
on.
 The facilities manager should be adept in
manpower planning, time management, crisis
management, and have knowledge of technical
operations.
 The manager should have good organizational and

people management skills so as to get the staff to

do efficient work. The main areas of legislation in
this sector are health and safety, employment or
contract casual workers and property law.