Business Management in the Hotel Industry of United Kingdom

Running head: BUSINESS MANAGEMENT
Business Management
Name of the Student
Name of the University
Author Note

1BUSINESS MANAGEMENT
Introduction:
The business conduction in the hotel industry of United Kingdom is observed to be
significantly competitive. The market is seen to be populated with a number organizations
along with emergence of a handful number of new organizations. The competition in the
hotel industry of the mentioned nation is seen to be based on the pricing of the services that
the organizations are offering to the customers (Li et al. 2013). Adding to this, it is observed
that the existing organizations are facing notable amount of threats in their survival and
growth. Hence under such situation, many of the organizations are observed to restructure
their business operations in a significant manner with a precise focus on the improvement of
the quality of the services and the products that they offer to the customers (Saleem and Raja
2014).
The management is defined as the prescribed format of operations that is much
needed for the organizations in conducting the daily operations (Rothaermel 2013). In
organizational context, the management is defined to be a series of activities that are
dedicated for the conduction of the general operations of the organization with a precise focus
on the increment of the productivity and the improvement of the quality of the services
(Rothaermel 2013).
In the hospitality industry, the management is considered to be a broad concept that
effectively accomplishes better functionality inside workforces, improved monitoring of the
quality of the products and the services along with increasing the efficiency of the employees
of the organization (Buhalis and Crotts 2013). The paper is focused in the elaboration of the
issues that the employees of the reception of the Imperial Hotel are facing in terms of
operating in an efficient manner. The ineffective operations of the employees of the reception
department is seen to cause significant amount of issues inside the workforce as the

2BUSINESS MANAGEMENT
production of the wrong information from the part of the employees of the reception
department is influential in the faulty operations of the employees of the other departments.
Organizational Overview:
The chosen company is Imperial Hotel. The organization is managed by a renowned
international branded chain of hotel in the form of the Star Hotels. The parent company is
seen to have 25 hotels in United Kingdom. The chosen organization is situated at the centre
of the city of London and has considerable amount of expertise in managing the international
business and tourists guests. The organization is observed to be one of the very few hotels of
the mentioned country capable of matching the high expectations of the customers regarding
the services standards. The organization is seen to have tremendous facilities for the
achievement of the preferences of the organization and that is pretty evident with the
improved infrastructure of the organization containing 500 bedrooms with en-suite facilities,
conference facilities for 1000 people, leisure centre with swimming pool, 12 conference
rooms along with 3 bars and 4 restaurants (Imperialhotels.co.uk 2019). The chosen
organization is observed to have different departments in the form of the Housekeeping,
Guest services and concierge, Front of House and reception, Human resource and training
along with food and beverage. Along with that, the organization is seen to have 450 number
of employees with 300 full time and 150 part time employees (Imperialhotels.co.uk 2019).
Along with that, the organization also uses outside contractors for the operations such as the
cleaning, laundry services along with the effective management of the leisure centre.
Analysing the problem:
The organization is seen to face a range of issues with the operations of the employees
which are the main reason for the significant decrement in the generation of the profit. The
organization was observed to face notable amount of issue in the retention of the employees

3BUSINESS MANAGEMENT
and that is pretty evident with the significantly high turnover rate of the employees in all the
departments of the organization. The quality of the services is considered to be one of the
important aspect in the business of the organizations operating in the mentioned industry
(AbuKhalifeh, Som and AlBattat 2013). Apart from that, the organization was evaluated to
be with the lowest grade in the producing the customer satisfaction amongst all the hotels of
the Star chain. As a result the actual average room rate of the chosen organization is observed
to be 95 pound per room per night and that is significantly low in comparison to the
competitor organizations of the mentioned hotel chain (Imperialhotels.co.uk 2019). The
consequences of the poor performances of the chosen organization is pretty visible with the
negative impact that it had on the operational costing of the organization along with the
overall profitability of the organization.
One of the prime reason of the significantly poor performances from the part of the
organization was observed to be ineffective operation of the employees of the reception
department. The front of house staffs were observed to operate in an inappropriate manner
which were crucial in the generation of the dissatisfaction amongst the customers of the
organization. The employees of the front of house operation were seen to be rude at times to
the customers even in case of basic demands of the customers. This led to the decrement of
the customer loyalty amongst the customers of the organization (Rahimi and Kozak 2017).
Adding to this, the inappropriate activities of the employees belonging to the front of house
was significant in decreasing the higher level of coordination amongst the various
departments. The employees of the other departments such as the housekeeping or the kitchen
or restaurant were seen to be associated with faulty business conduction and the main reason
of the faulty operations of them was evaluated to be the communication of the false
information regarding the customers from the part of the employees of the employees
belonging to the front of house operations.