Facility operation and maintenance management model for small and medium-sized hotels in Turkey

Facility management is a complementary approach to create the appropriate environment to support the achievement of the primary objectives of an organization. Outsourcing in facility management is a developing concept all over the world. Total facility management is an evolving issue of outsourcing. The proper application of facilities management techniques will enable hotel organizations to provide the right environment for conducting their core business. In this qualitative study, interviews were conducted with independent hotel managers by asking open-ended questions to see how maintenance was organized in their hotels and the experiences of the hotel technical directors' association in Turkey examined. It is found that the facility management concept is not known enough in the organization of small and medium-sized independent hotels in Turkey. Facilities are managed by non-experts, maintenance is not given due attention, quality of service decreases, and operating costs increase. Studies on this subject related to hotels are very limited. Most of the latest studies at this issue are about managing agents and contractors, usually about maintenance and green applications. The purpose of this study is to form a model regarding the management of small and medium-sized hotels' facility operation and maintenance in Turkey. 'Total facilities management method' will be analyzed, and the main steps of this outsourcing model will be suggested. The weakness of the study is that only the operation phase of a building life-cycle included and the advantages of this outsourcing method could not be investigated by quantitative methods. The strength of the study is that comparison is made about various service delivery methods in facility management, including in-house provision or outsourcing based on the literature studies. (C) 2020 The Authors. Published by IASE.