Curriculum for Facility Managers Training.

Objectives :

• Provide facility managers with the knowledge and skills needed for effective facility
management at UPSPL.
• Focus on efficiency, customer satisfaction, improvement, and professional growth.
• Develop abilities in task execution, resource optimization, and team leadership.
• Enhance customer service and community engagement skills.
• Train managers to handle emergencies and crises with effective plans and
communication.
• Promote sustainable practices and ensure continuous business operation.
• Strengthen abilities in contract management, vendor relations, and adaptability.
• Emphasize integrity, ethics, and professionalism in all aspects of management.

Part 1: Fundamentals of Facility Management

1. Introduction to Facility Management and UPSPL

• Overview of Facility Management
• Role of Facility Manager within UPSPL
• UPSPL mission, values, and goals
2. Scope of Work, Service Excellence, and Housekeeping
• Understanding the scope and objectives of facility management services for
the particular apartment
• Understanding service level agreements (SLAs) if any and key performance
indicators (KPIs)
• Best practices in housekeeping and cleanliness maintenance
• Strategies for preventive maintenance and equipment upkeep

Part 2: Operational Efficiency and Customer Focus

3. Financial Acumen and Cost Optimization

• Budgeting fundamentals for facility management operations
• Identifying cost-saving opportunities and optimizing resources
• Financial analysis techniques for assessing performance and making informed
decisions
4. Team Management, Leadership, and Community Engagement
• Effective delegation techniques and task prioritization
 • Effective leadership practices to lead and improve performance of team
• Conflict resolution strategies and fostering positive team dynamics
• Engaging with the resident and association members and fostering positive
relationships
• Organizing community events and handling resident feedback
5. Resident Communication and Customer Service Excellence
• Establishing effective communication channels with residents and tenants
• Handling resident inquiries, complaints, and feedback professionally
• Delivering exceptional customer service and exceeding resident expectations
• Strategies for handling difficult customers and resolving conflicts
diplomatically
• Assertiveness and Learning to Say No Practices
•

6. Emergency Management and Crisis Communication

• Developing comprehensive emergency response plans
• Conducting regular emergency drills and training sessions
• Establishing effective communication channels during crises
• Protocols for handling emergencies and critical incidents

Part 3: Continuous Improvement and Professional Development

7. Sustainability Practices and Business Continuity

• Implementing sustainable practices in facility management operations
• Energy conservation techniques and waste management strategies
• Developing business continuity plans to ensure uninterrupted operations
• Disaster recovery planning and risk mitigation strategies
8. Contract and Vendor Management, Adaptability
• Managing AMC vendors and service providers effectively
• Negotiating contracts and ensuring compliance with terms and conditions
• Adapting to changing circumstances and embracing flexibility in operations
9. Integrity, Ethics, and Professionalism
• Upholding high ethical standards and integrity in all operations
• Handling ethical dilemmas and making principled decisions
• Demonstrating professionalism and accountability in interactions with
stakeholders