The paper 'Critique of a Hotel’ s Perceived Performance in the Context of Facilities Management" is a good example of a management case study. Business objectives as well as processes survive and operate for the reason that they are mainly offering a service that is meaningful and effective to their customer. Basically, for effective services, the expectations, as well as perceptions of the customers, have to be considered and met so as to offer a fruitful service delivery result (Tucker & Smith, 2008, p. 196). Equally, the customer's reviews and perceptions of the facilities of the organization are of great significance, given that it determines the operational as well as strategic organizational objectives, and as a result offers the added value required to realize customer satisfaction.
For hotel business, customers are the most desired persons, and their inaccessibility will connote that the hotel does not have a market for its services, no income, no survival due to lack of profit. For businesses to become successful these days, they must satisfy the needs of the customers in terms of facilities and services. Therefore in the facility management environment, assessment of customer requirements depicts the ability of the hotel to offer quality services, their service delivery effectiveness, as well as overall customer satisfaction.
At every level of facilities management, Enoma (2005, p. 428) posits that combining activities as well as resources are exceedingly important for the success of the hotel. For this reason, the report analyses and discusses facility management in the context of customer reviews of Toorak Lodge, City Stay, and Comfort Inn Wentworth Plaza Hotel. Literature Review Facilities management as mentioned by Ferri and Pala (2009, p.
29) is an enormous and growing market, and is not just developing size, but also in complexity. Enoma (2005, p. 423) posits that in hotels, facilities managers are the ears as well as eyes of hotels these days. Therefore, facility management must exist during the refurbishment or construction phase, even though this role can be shared by the contractors.
Alonso, A. D., & Ogle, A. (2008). Exploring design among small hospitality and tourism operations. Journal of Retail & Leisure Property, 7(4), 325–337.
Alonso, A. D., O'Shea, M., & Krajsic, V. (2013). Cost. Management. In A. Hassanien, & C. Dale, Facilities Management and Development for Tourism, Hospitality and Events (pp. 130-146). CABI.
Amaratunga, D., Baldry, D., & Haigh, R. (2004). CUSTOMER RELATED FACILITIES MANAGEMENT PROCESS AND ITS MEASUREMENT: UNDERSTANDING THE NEEDS OF THE CUSTOMER. CIB W070 Facilities Management and Maintenance Symposium (pp. 13-20). Michigan, United States. : Michigan State University.
Booking.com. (2014). Toorak Lodge. Retrieved from Booking.com : http://www.booking.com/hotel/au/toorak-lodge.html?sid=6f8c0b7c118d87d1ddb5425f87e52d43;dcid=1;origin=disamb;srhash=4273905126;srpos=1#blockdisplay4
Brady, M. K., & Cronin Jr., J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. The Journal of Marketing, 65(3), 34-49.
Chang, N.-J., & Fong, C.-M. (2010). Green product quality, green corporate image, green customer satisfaction, and green customer loyalty. African Journal of Business Management, 4(13), 2836-2844.
Colina, F. (2014, January 31). Why Wi-Fi is Keeping Hotels from Receiving 5 Star Reviews. Retrieved from Revinate: https://www.revinate.com/blog/2014/01/why-wi-fi-is-keeping-hotels-from-receiving-5-star-reviews/
EnlightenMe.com. (2014). Air Conditioning Health Concerns. Retrieved from EnlightenMe.com: http://enlightenme.com/air-conditioning-health/
Enoma, A. (2005). THE ROLE OF FACILITIES MANAGEMENT AT THE DESIGN STAGE. 21st Annual ARCOM Conference. 1, pp. 421-430. London: Association of Researchers in Construction Management.
Expedia. (2015). City Stay Apartment Hotel Reviews. Retrieved from Expedia, Inc. : http://www.expedia.com/Perth-Hotels-City-Stay-Apartment-Hotel.h84238-p21.Hotel-Reviews
Ferri, A., & Pala, F. (2009). THE FACILITY MANAGEMENT MARKET IN EUROPE AND ITALY. In A. Ferri, & F. Pala, OPEN FACILITY MANAGEMENT - A successful implementation in a public administration (pp. 29-62). Milan: International Facility Management Association.
Kaplan, R. S., & Norton, D. P. (2005, July). The Balanced Scorecard: Measures That Drive Performance. Retrieved from Harvard Business Review: https://hbr.org/2005/07/the-balanced-scorecard-measures-that-drive-performance
Lai, J. H., & Yik, F. W. (2012). A probe into the facilities maintenance data of a hotel. Building Services Engineering Research and Technology, 33(2), 141–157.
Lai, J. H., Yik, F. W., & Chan, n. A. (2009). Maintenance cost of chiller plants in Hong Kong. Building Services Engineering Research and Technology, 30(1), 65–78.
Lee, J.-S., Hsu, L.-T. (., Kimd, H. H., & Kim, Y. (2010). Understanding how consumers view green hotels: how a hotel’s green image can influence behavioural intentions. Journal of Sustainable Tourism, 18(7), 901–914.
Madritsch, T., & Ebinger, M. (2011). Performance Measurement in Facility Management. Research Journal of Economics, Business and ICT, 4-10.
Mudie, P. (2013). Physical Evidence. In A. Hassanien, & C. Dale, Facilities Management and Development for Tourism, Hospitality and Events (pp. 79-97). CABI.
Okoroh, M. I., Jones, C. M., & Ilozor, a. B. (2003). Adding Value to Constructed Facilities: Facilities Management Hospitality Case Study. JOURNAL OF PERFORMANCE OF CONSTRUCTED FACILITIES, 17(1), 24-33.
Singh, M. (2014, 2014 10). Importance of Housekeeping. Retrieved from LearnHub: http://hotel-industry.learnhub.com/lesson/7885-importance-of-housekeeping
TripAdvisor. (2014). City Stay Apartment Hotel. Retrieved from TripAdvisor: http://www.tripadvisor.com.au/Hotel_Review-g255103-d257973-Reviews-City_Stay_Apartment_Hotel-Perth_Greater_Perth_Western_Australia.html
Tucker, M., & Smith, A. (2008). User perceptions in workplace productivity and strategic FM delivery. Facilities, 26(5/6), 196-212.