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A Case Study of The Imperial Hotel Assignment

   

Added on  2021-02-20

8 Pages2608 Words31 Views
One summative assessment which is anindividual report on a case study – TheImperial Hotel.

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1MAIN BODY...................................................................................................................................1Analysis of individual problems.................................................................................................1CONCLUSION................................................................................................................................5REFERENCES................................................................................................................................6

INTRODUCTIONThis report is based on the case study which is based on the Imperial Hotel operating inLondon, UK. In the case study hotel's performance has been very low and is facing manyproblems like poor guest satisfaction, negative work culture among the staff,poor teamperformance, poor operations. Above all the major problem which is faced by Imperial Hotel ispoor guest satisfaction (Pérez and Rodriguez del Bosque, 2015). For any hospitality companycustomer satisfaction is very important and has to provide quality products and services to theirguest in order to satisfy them. Guest satisfaction plays an important role for the organisationalprofitability and smooth functioning of the organisation. Imperial hotel has is facing issue of low guest satisfaction as guests has been complainingabout the various services which are offered by the hotel like guests complained about the poorquality of staff, staff are not performing their tasks the way it needs to be done. Customers havebeen raising complaints regarding bad quality of rooms, poor room services, rude behaviour withguests (Matzler and et.al., 2015). Also, customers are facing the issue of waiting for long forcheck in and check out and sometime customers have been charged with unfair bills. Also, oneof the major issue faced by guests which resulted in poor guest satisfaction is no timely responsefor their complaints. So, these are the issues which have resulted in poor guest satisfaction and itis really important for Imperial Hotel to address these issues in order to improve the level ofcustomersatisfaction.MAIN BODYAnalysis of individual problemsAs hotel is facing an issue of poor satisfaction of employees which has been due to manyreasons and in order to overcome the issue of poor guest satisfaction, company need to apply theappropriate management and operations theories and principles in the organisation. To over thisissue company can apply Principles of Management which can be explained below:1. Division of work: This is the major principle which should be adopted by the management ofImperial Hotel as division of work among the teams and departments can help the hotel toimprove their services and can promote efficiency in the workplace.1

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