Assessing the effects of facility management on hotel's operational efficiency at Imperial Royale Hotel.

Abstract

The study investigated the effects of facility management on hotel operational efficiency, using Imperial Royale Hotel in Kampala, Uganda, as a case study. The objectives were to examine the facility management practices implemented at the hotel, assess the level of operational efficiency, and determine the relationship between facility management and operational outcomes. A mixed-methods approach was employed, involving both quantitative and qualitative techniques. Data were collected from a sample of 123 staff members and retrieved 93 questionnaires correctly filled, selected through simple random sampling, using structured questionnaires and interview guides. The findings revealed that key facility management practices such as staff training programs, regular maintenance schedules, and energy management systems were effectively implemented and contributed to stable hotel operations. Operational efficiency was rated as high by the majority of respondents, attributed to effective resource utilization, skilled staff, preventive maintenance, and sustainability efforts. A strong and statistically significant positive correlation (r = 0.715, p < 0.01) was found between facility management practices and operational efficiency, confirming that improvements in facility management were closely linked to enhanced performance outcomes. Despite these strengths, the study identified gaps in the integration of customer feedback mechanisms into facility decision-making processes. Based on the findings, the study recommended enhancing guest feedback systems, investing in predictive maintenance and smart monitoring technologies, expanding the scope of staff training to include modern FM practices, and aligning facility management with long-term sustainability goals. These strategies were suggested to support hotels in achieving improved efficiency, reduced operational costs, and enhanced guest satisfaction in a competitive hospitality environment.