Hotel Industry Management Practices

The provided document explores the significance of proper management practices in the hotel industry. It emphasizes the need for a systematic working approach to create a better policy and procedure, as well as the importance of addressing issues such as poor working conditions, which can affect both goodwill and profitability. The document also references relevant literature on performance management, leadership, and human resource management, providing a comprehensive understanding of effective hotel industry management practices.

A case study on
IMPERIAL HOTEL
1

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
PROBLEM.......................................................................................................................................3
“Leadership and management with poor controlling with monitoring ”....................................3
Consequence of problem identified............................................................................................4
Various resolution criteria to problem........................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
2

INTRODUCTION
In today's world scenario, hotel industry is growing in great manner and thus bringing
various innovation and creativity in their product and service which makes them to attract
millions of people like guest or traveller. To satisfy a client of hotel, the staff members work
hard and provide every service and their order on time so that tourist can use their services for
next time as well and can become an existing customer as well. Although the manager of
industry do face a lot problems in their working and even in morale of staff too. The report is
based on Imperial hotel and what type of problem the manager of hotel is identifying and how it
can be resolved. As a single issue in hotel can bring its image and goodwill in down side and will
also convert mind set of tourist as not to use their services. Therefore, the main problem
identified by manager was having “negative work culture in between staff and high level of sick
leave or poor attendance”. Hence, it is such issue which bring the morale of employees and staff
downward and does not allow them to have better working. With this, turnover of staff also
increases and affects the productivity and performance of company too. Moreover, it is required
by the management of hotel to handle issue in right context and bring better working and
satisfying tourist and guest in great way.
TASK
PROBLEM
“Negative culture of staff and increase in poor attendance with sick leave”.
The hospitality industry is that which needs to provide the better services to their
customer and tourist so that they can make them satisfied and can convert travellers to become
existing customers for longer period too. Hotels do try not to have any problem and issue while
they work and provide services on time as well. Therefore, the time changes in continuous basis
and every hotel has to change their working scenario and management functions according to
such only. Although this is something which make them to perform in better way and provide
every service and product to tourist and travellers in proper way (Noordin and Datche, 2017).
Hence, the firm went with having research of their internal environment so that they can
identify which problems in becoming hurdle in better working and in smooth style too and for
3

such they find out as Antagonistic working culture and thus it is such which can also create a
situation of disputes in between staff and department too. In Imperial hotel, London, it was found
that previous manager was not working in healthy way and due to this, many problem occurred
in industry likewise (staff turnover, decline in sales and having poor results too etc.), as a
consultant the new manager of firm Peter Farnsworth bought many change in hotel and their
working was better and so that nothing can become problematic for them and can bring effective
with efficient activity as well on time too (Varghese and Dhote, 2014). The biggest problem
among all this is negative work culture and increase in poor attendance which affect working of
hotel and create hurdle in having an effective working by staff and does not able to provide
services in right criteria. Thus, negative culture introduces many other problems in hospitality
industry and many other problems be like (increase in staff turnover, poor guest satisfaction,
problem in front house staff with back staff too.), although these issues and problems are such
which affect the hotel industry in great manner and somehow make them to wind up their
business as well. Therefore, it was required to solve such issues and problems so that IMPERIAL
HOTEL can provide services to their client in right prospect too.
Although the management of Peter Farnsworth made it to have a secondary research to
know that what ways are there that can assist in improving the negative culture of industry and
can have a correct form of working too (Hutchinson, 2013). Moreover, this research can make
firm to use information and data is resolving the issues in Imperial hotel so that they can serve
best services to everyone in correct format. Hence company also suffer many consequences
because of such issues and they affect the company and entity in great manner.
Consequence of problem identified.
The problem which is determined by Peter Farnsworth had many effects on their working
and image of hotel and thus, also went on to decline in their profit as well and some of those
consequences are as follows:
Coordination: Generally, the question is of negative culture in between staff and
employee and this is such which also affect the working of employees. This affects the
coordination in between staff as well as brings a situation of conflict and dispute which hurdle
the working in various context plus harm the performance level of workers too. Negative culture
4

hampers task in different ways and dispute does lead to worst working and make firm not to
perform in correct format and not being able to provide better services to customers as well.
Goals and objective cannot be achieved: Hence, goals and objectives are the base of
any organisation and hospitality industry and thus, they work hard to attain their aim and target.
Sometimes, such kind of issues in Imperial Hotel hinder the activity in between working and
convert it in not having proper working as staff does not make themselves comfortable in
working with negative culture and such issue affect them to have decline in performance of
employees too.
Minimisation of productivity: Normally, when such kind of consequence occurs in
hotel industry, then decline in productivity can be seen and thus, it leads to not be able to attain
the profit and goals with objective in right context too. Minimisation in productivity of hotel is
there just because of not having working in right direction and no increase in morale of staff so
that they can work in proper manner (Boedker and et. al., 2011). Minimisation of productivity
also bring a negative image of hotel and makes traveller and tourist to think before utilising their
services and product in correct format as well. If productivity is not so good, then client and
tourist do think before taking any services from hotel and thus, move to use product and services
from other hotels too.
Profit and goodwill be affected: If there is a negative working culture in Imperial Hotel,
then they does not attain profit in great way and thus, it will also affect goodwill of hotel in
various ways too and will also increase labour turnover which affect proper work and completion
of task as well. Negative culture and poor attendance will affect services in hotel and thus, this
convert to awful situation of not providing better services to them as well (Atambo and
Kemunto, 2016). When the staff of hotel is not having a better leadership and management style,
then employees of firm would not work in right direction which affects hotel in receiving higher
profit and goodwill will also be affected with such thing.
Impact on business relation: Moreover, not having a great working with leadership and
management style although it also lead to have a impact on business relation, hence not having a
proper monitoring and control over work does affect the working of hotel and does not being
able to provide better services as well. Impact on business relation make them to have affect on
5

working too. Difficulty in relation in between business makes them to improve their working and
bring a better relation among them (Okechukwu, 2011).
Various resolution criteria to problem.
Moreover, the hospitality industry do have a lot problems as because they only lead with
proper services to tourist and travellers by staff and management with leadership, they mainly
face such issues and also has a problem of not having a right criteria of monitoring and control as
well. Therefore, they have various solutions to such problems which can help in having a better
working in hospitality industry and convert in smooth functioning of work and some of those
solutions to such problem are as follows:
Training and development: Training and development is such which can help
management of hotels in various ways and can make them to perform in better manner in many
situations too. This concept teaches employees and whole staff of industry about skills,
knowledge and ability to increase their productivity (Boxall and Purcell, 2011). The manager and
leader can also learn how to manage and control all activities and services with correct format
and will lead to have and ascertain proper working which will manipulate to attain goals and
objectives in right criteria too.
Performance management: This is something which has to be implemented in every
field of business and thus, make them to have a better working too. Although when the human
resource and staff of hotel is performing in great way, then it is needed that they should receive
appraisal which help staff to increase their performance further more with productivity too and
make every work and task in smooth manner and completion of work can be seen on time too
(Kildashti and Mirghaderi, 2015). Appraisal can be done in form of rewards, bonus, health
insurance, incentives and extra remuneration etc. which somewhere do raise morale of people to
work in correct contrast. Thus, leaders and managers will perform in right criteria and provide
better direction as well.
Hospitality policy: The management of hotel industry can change their policy and
procedure in better manner which can direct the employees and staff to compete their work and
6

task in a systematic way too (KHOSRAVİ and et. al., 2015). Policy and procedure does work as
guidelines for staff in industry.
Communication: The top executive of hotel has to communicate with their lower level
workers and staff members so that they can come to know other problems they are facing in the
hotel and can provide better solution to those as well. Communication is backbone of any
industry and leads for creating a coordination in work and innovate their ideas of great working
too. Communication in right context brings many things on correct track and smooth working
can also be seen (Qi, 2016).
Use of technology: Imperial Hotel can use the latest technology for their task and
activity, although better use of technology make them to have proper controlling and monitoring
can be seen which make them to perform their work in correct way too. . Technology is that
which can solve maximum problem in great way, if it is being used in correct format with better
working as well.
All solutions are done in great mannerism, then problem of leadership and management
with poor monitoring and controlling can be solved in right format (Shattock, 2010). The new
manager, Peter Farnsworth will lead to have all working in right scenario and thus, all things
have to be done in an effective and efficient manner too.
CONCLUSION
From the above report, it can be stated that Imperial Hotel is having a problem in
leadership and management with poor monitoring and control which make a hurdle in between
working of hotel in various ways and thus it becomes responsibility of organisation and
management to provide proper solution to such consequences which occurs due to problem and
issues in hospitality industry. Resolution criteria should be there in such a way which will help
them to attain their goal and objective in right context too. The manager, Peter Farnsworth took
many steps to create a better policy and procedure with top executives so that systematic
working can also be there and thus, it also makes them to have a great working as well. Such
kind of issues in hotel industry do bring their goodwill and image downwards which also affects
profitability of Imperial Hotel and sometimes, not having a proper working can also make them
to wind up their hotel too. Therefore, better solution is applicable to issues and problems so that
right context working can be seen.
7

REFERENCES
Books and Journals:
Boedker, C., and et.al., 2011. Leadership, culture and management practices of high performing
workplaces in Australia: The high performing workplaces index. University of New
South Wales, Australian School of Business.
Boxall, P. and Purcell, J., 2011. Strategy and human resource management. Palgrave Macmillan.
Hutchinson, S., 2013. Performance management: theory and practice. Kogan Page Publishers.
KHOSRAVİ, S., and et. al., 2015. Urban management role in the control and supervision of
urban construction with an emphasis on informal settlements Eslamshahr. Cumhuriyet
Science Journal. 36(3). pp.2818-2827.
Lovelock, C., 2011. Services marketing: People, technology, strategy. Pearson Education India.
McCaffery, P., 2010. The higher education manager's handbook: effective leadership and
management in universities and colleges. Routledge.
Noordin, N.M. and Datche, E., 2017. Strategic Factors That Influence the Performance of Public
Universities in Kenya. A Case Study of Moi University. Imperial Journal of
Interdisciplinary Research. 3(9).
Okechukwu, F.C., 2011. Total quality management in higher education: Symbolism or
substance? A close look at the Nigerian University System. Author House.
Shattock, M., 2010. Managing successful universities. McGraw-Hill Education (UK).
Wiredu, G.O., 2014. Mobile Learning and Computing in the British NHS. In Mobile Computer
Usability (pp. 89-111). Springer, Berlin, Heidelberg.
Kildashti, K. and Mirghaderi, R., 2015, January. A case study on the seismic performance
assessment of the high-rise setback tower in accordance with TBI guidelines.
In International Conference on Performance-based and Life-cycle Structural
Engineering (pp. 1306-1313). School of Civil Engineering, The University of
Queensland.
Qi, S., 2016. Hotel website quality versus star level: The case of Macau hotel websites.
In Information and Communication Technologies in Tourism 2016 (pp. 325-338).
Springer, Cham.
Atambo, W.N. and Kemunto, L., 2016. The Impact of Motivation on Employee Performance: A
Case Study of Health Workers at Kisii Teaching and Referral Hospital. Imperial
Journal of Interdisciplinary Research, 2(5).
Varghese, T. and Dhote, K.K., 2014. Impact of Working Capital Management on Firm
Profitability: A Case Study of HUL Ltd., India. International Journal of Financial
Management, 4(4).
8

9