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5 Star Facilities Management at a 3 Star Cost

 

      

NicholasMak 

By Nicholas Mak  
Associate, EC Harris (Hong Kong) Limited  

 

Session Description:

In the current cost conscious environment, clients are looking for more value for money from service providers. The provision of Facilities Management is no exception. The presentation will define what is considered ‘5 Star’ service and the customer experience when this level of service is delivered. Is this level of service appropriate for all clients and how does one measure the service level so that clients know they are getting value for money? More importantly, how can one achieve a high level of service at a lower cost? All these issues will be addressed in the presentation and appropriate case studies will be used as examples.

 

Speaker Profile:

Nicholas completed his Mechanical Engineering degree and his engineering training in the Royal Australian Navy. He joined the hotel industry and worked in various hotels as the Head of Engineering in Hong Kong and China. His most recent hotel was the InterContinental Hong Kong where he was the Director of Engineering and Area Engineer, Hong Kong and Macau. In his regional role he was responsible for providing advice on engineering policies, systems and programs and the development of engineers in the region through mentoring and coaching guidance. 
In 2010 Nicholas joined EC Harris and is currently the Asset Manager at the Hong Kong and Shanghai Bank Main Building in Hong Kong. He is responsible for leadership and management of all service lines (Facilities Management, Project Management, Risk and Safety, Environmental, Communications, Cost and Commercial) in the HSBC Main Building. Projects he has successfully led include a major MEP Critical Systems upgrade, Workplace and Meeting room strategy optimization, development of long term CAPEX investment/ Evergreening plans and enhancement of cleaning performance.