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Assessment Case Study – The Imperial Hotel, London

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Added on  2021-02-21

Assessment Case Study – The Imperial Hotel, London

   Added on 2021-02-21

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Assessment Case Study –
The Imperial Hotel,
London
Assessment Case Study – The Imperial Hotel, London_1
Table of Contents
INTRODUCTION...........................................................................................................................1
Reviewing the management theory to specific problem........................................................1
Analysis one specific problem................................................................................................2
Summary and justification of key proposal for the resolution...............................................2
CONCLUSION................................................................................................................................5
REFLECTION.................................................................................................................................6
REFERENCES................................................................................................................................8
Assessment Case Study – The Imperial Hotel, London_2
INTRODUCTION
Management can be referred to as business procedure which mainly includes the
administration as well as controlling of different activities performed in an enterprise in order to
accomplish desired objectives. It can also be defined as act of working closely with people and
managing as well as utilizing resources in an effective manner for achieving desired goals. The
report have focus on the different issues faced by Imperial hotel; due to ineffective management
and operation. Imperial is basically a four star hotel which offers food and accommodation
services. Study will also include some suggestions which can be applied by organization for
resolving issues.
Reviewing the management theory to specific problem
Imperial is well-known and most popular hotel. It is a hotel which consists of 500
bedrooms and organization is located in London. In addition to this, an enterprise also consists of
twelve conference rooms , three bars as well as restaurants. Business entity serves high quality of
goods as well as services to guests. Imperial hotel has team of 300 full time workers and special
team of employees are appointed for cleaning, deliveries laundry services etc. Hotel also
provides room services to guests. Presently Peter Farnsworth, has been appointed as manager of
Imperial hotel who is mainly responsible for managing people as well as administrating different
business functions within an organization. New manager in Imperial hotel is facing the number
of problems in performing their roles as well as responsibilities in systematic manner (Obholzer,
2018.). In addition to this, an organization is also facing number of issues such as high employee
turnover rate that further has adverse effect on the customer service as well as occupancy rate in
hotel. It has been analysed from the given case scenario that management in organisation has
performed the survey and has founded that during last year Imperial hotel has got the lowest
ranking in context of customer satisfaction. The results of the survey indicated that many of the
guests of Imperial hotel are not satisfied with check in and out procedure (Maria, 2019). In
addition to this, many of the customers has made compliant that employees working in Imperial
hotel are sometime very much rude with them. Few people has also complained that they are
charged with incorrect bill and employees has not provided them with appropriate response to
the complaints.
1
Assessment Case Study – The Imperial Hotel, London_3
One of the reason which has been analysed from the case study is insufficient human
capital as well as other resources, Imperial hotel is facing issue in providing quality as well as
timely services to customers which has resulted into high level of dissatisfaction in guests. In
addition to this, Poor business performance of hotel has adverse effect on the costs as well as
profitability of imperial hotel.
Analysis one specific problem
After analysis of given case scenario, it has been found that one of the biggest reason for
poor business performance as well as customer satisfaction is existence of negative working
culture in Imperial hotel which is giving rise to such issues. In addition to this, other rationale
which has been found aftyer analysing the case study is that Imperial hotel has not be able to
deliver timely as well as quality services to customers due to inefficient utilization of
Information technology system. There is lack of team working spirit among workers (Ansoff and
et.al., 2018). Team working is very much essential in order to deliver quality services as well as
high level of satisfaction to customers. It has also been analysed that employees engaged in back
operations are not being able to meet the operational standard due to lack of proper training.
Increase in the absenteeism of workers which is considered to be as other important reason
because of which Imperial hotel is not able to provide proper services to customers which has
lead to high level of dissatisfaction in guest. The complaints are also made by customers in
relation to cleanliness in bathrooms. It has been analysed from the given case scenario that one
of the important reason for high level of dissatisfaction in customers is inappropriate behaviour
of employees towards guests.
Summary and justification of key proposal for the resolution
In context of Imperial morale, it is very much essential for management in an enterprise
to address the reason for high level of dissatisfaction in them before it give rise to major
problems. In relation to increase the operational efficiency Imperial hotel can adopt the
following plan which include :
Providing workers with secure as well as consistent access to information : management in
imperial hotel is required to share information about customers needs as well as demand with
workers working in relevant functional units such as operation, marketing etc. As when
information about the guest will be shared it will be easier for workers to fulfil guest requirement
2
Assessment Case Study – The Imperial Hotel, London_4

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