Introduction

Welcome to the General Services and Facilities Management training program designed by Global Horizon Training Center. This comprehensive course has been developed to provide participants with the knowledge, skills, and competencies required to effectively manage general services and facilities in a wide range of organizational settings. The program is carefully structured to enhance both theoretical understanding and practical expertise, ensuring that learners can directly apply what they’ve learned in their workplace.

Facilities management is a critical function in any organization, as it ensures that physical environments are safe, efficient, and conducive to productivity. This training aims to equip participants with the tools and strategies needed to optimize facility operations, streamline services, and reduce operational costs.

Objectives

By the end of this training program, participants will be able to:

1. Understand the core principles of facilities management and general services.

2. Learn how to effectively manage space planning, energy management, and maintenance operations.

3. Develop skills to monitor and manage vendor contracts, service agreements, and facilities-related budgets.

4. Gain knowledge in implementing health, safety, and sustainability practices in facilities management.

5. Improve their ability to provide exceptional customer service within a facilities management context.

6. Utilize industry-standard tools, software, and technology to improve facility management performance.

7. Analyze and resolve common challenges in facilities and services management.

Course Methodology

The General Services and Facilities Management training program employs a variety of interactive and engaging methodologies to ensure a thorough learning experience. These include:

1. Classroom-Based Learning: Structured lectures and presentations led by experienced instructors.

2. Case Studies: Real-world examples to illustrate common challenges and effective solutions.

3. Group Discussions: Encouraging collaborative problem-solving and sharing best practices among participants.

4. Role-Playing Exercises: Simulating real-life situations to build confidence in decision-making and service delivery.

5. Practical Exercises: Hands-on activities using relevant tools, technology, and facilities management software.

6. Assessments: Short quizzes, assignments, and feedback sessions to reinforce learning and track progress.

Organizational Impact

Implementing effective facilities and general services management is essential for an organization’s success. Upon completion of this training program, organizations can expect the following outcomes:

• Enhanced Efficiency: Streamlined operations through improved resource management and better space utilization.

• Cost Savings: Identifying opportunities for energy savings, process improvements, and waste reduction.

• Increased Employee Productivity: A well-maintained and safe work environment contributes to higher employee satisfaction and efficiency.

• Compliance and Risk Reduction: Improved adherence to health, safety, and regulatory standards.

• Sustainability: Better management of environmental impact through sustainable practices in facility operations.

Target Audience

This program is designed for a wide range of professionals, including but not limited to:

• Facilities Managers

• Operations Managers

• Administrative Managers

• Property Managers

• Maintenance Supervisors

• General Services Coordinators

• Individuals interested in pursuing a career in facilities management

Course Outline

Day 1: Introduction to Facilities Management

• Overview of Facilities Management: Definition, history, and scope of facilities management.

• Roles and Responsibilities of a Facilities Manager: Key duties, career path, and career opportunities.

• Facilities Management and its Relationship with Other Organizational Functions: Interaction with HR, procurement, finance, and other departments.

• Key Components of Facilities Management: Maintenance, cleaning, security, space management, etc.

Day 2: Understanding General Services

• Definition and Importance of General Services: The broad scope of general services in an organization.

• Types of General Services: Housekeeping, security, catering, and maintenance services.

• Vendor Management: Selecting and managing external service providers.

• Best Practices in Managing General Services: Strategies for improving service quality and customer satisfaction.

Day 3: Facilities Planning and Design

• Space Management: Techniques for space optimization and planning.

• Workplace Design Principles: Creating functional and ergonomic work environments.

• Sustainability in Design: Implementing green building standards and energy-efficient designs.

• Technology in Facilities Design: Smart building technology and integration.

Day 4: Building Maintenance and Operations

• Preventive Maintenance vs. Corrective Maintenance: Understanding the differences and when to apply each approach.

• Maintenance Management Systems: Tools and software for tracking and scheduling maintenance.

• Equipment Management: Best practices for managing building equipment, HVAC systems, elevators, etc.

• Troubleshooting and Resolving Maintenance Issues: How to handle emergency repairs and maintenance problems.

Day 5: Energy Management and Sustainability

• Energy Efficiency in Facilities Management: Techniques for reducing energy consumption and costs.

• Sustainable Building Practices: Introduction to green building certifications (LEED, BREEAM).

• Waste Reduction and Recycling: Strategies for reducing waste generation and promoting recycling.

• Sustainable Landscaping and Water Management: Approaches for managing outdoor spaces in an eco-friendly manner.

Day 6: Health, Safety, and Regulatory Compliance

• Health and Safety Standards: Key regulations and guidelines for maintaining a safe environment.

• Risk Assessment and Emergency Preparedness: Identifying and mitigating potential risks.

• Fire Safety and Evacuation Plans: Ensuring facilities meet fire safety standards.

• OSHA and Local Regulatory Compliance: Understanding your responsibilities and how to stay compliant.

Day 7: Vendor and Contract Management

• Choosing and Managing Vendors: How to select reliable and cost-effective vendors.

• Contract Negotiation Skills: Essential strategies for negotiating favorable contracts.

• Service Level Agreements (SLAs): Establishing and managing performance expectations.

• Monitoring Vendor Performance: Techniques for tracking and evaluating vendor delivery.

Day 8: Technology in Facilities Management

• Facilities Management Software: Introduction to tools for managing tasks, scheduling, and reporting.

• Building Automation Systems (BAS): Using technology to control HVAC, lighting, security, and other systems.

• The Role of IoT in Facilities Management: How the Internet of Things (IoT) is transforming facility management practices.

• Data Analytics in Facilities Management: Using data to make informed decisions and optimize facility performance.

Day 9: Customer Service and Communication

• Effective Communication Skills for Facilities Managers: How to interact with tenants, employees, and vendors.

• Handling Customer Complaints and Requests: Best practices for managing service requests.

• Creating Positive Customer Experiences: Techniques for building strong relationships with internal and external stakeholders.

• Conflict Resolution: Methods for resolving disputes and maintaining a harmonious work environment.

Day 10: Performance Metrics and Continuous Improvement

• Measuring Facilities Performance: Key performance indicators (KPIs) for facilities management.

• Benchmarking and Best Practices: Learning from industry leaders to improve operations.

• Continuous Improvement: The role of feedback, audits, and reviews in facilities management.

• Final Assessment and Review: Recap of key learning points, Q&A session, and course evaluation.