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
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
INTRODUCTION Managementcan be referred to as business procedure which mainly includesthe 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. PresentlyPeter 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
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 foundaftyer analysing the case study is that Imperial hotel has not be able to delivertimelyaswellasqualityservicestocustomersduetoinefficientutilizationof 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 whichImperial 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
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