(PDF) Case Study on hotel Imperial

CASE STUDY

TABLE OF CONTENTS
Introduction..........................................................................................................................................3
Main body.............................................................................................................................................3
conclusion........................................................................................................................................6
References............................................................................................................................................7

INTRODUCTION
This case study discusses about the all the problems which are facing by the hotel Imperial
in London like poor guest satisfaction, and reason of lower grading in the five stars hotel chain and
the problems about room services like room cleanliness of the bathroom. Higher staff turnover with
80% of the staff leaving within one year because of the nature of superiors and poor pay levels, a
negative work culture amongst the staff with high level of sick leaves and poor attendance,
ineffective leadership and management by previous Heads of department and supervisory staff
including poor monitoring and control procedures, front of house staff like reception, conference
and banqueting and restaurant and bars poor team working and in efficient us of IT system
including the reservation and property management systems, back of house staff like
housekeeping , kitchen , maintenance , poor operating and control procedures in place with stock
being regularly pilfered and evidence of staff not meeting basic standards operating procedures
resulting in unusually high operating costs. So these are the problems of hotel above which are
going tom discusses in this file. That wharf are the factors which are affecting the employees to left
the job. And the major problems of staff satisfaction and expectations of the hotel from the staff. So
this file discusses about all this problems.
MAIN BODY
Staff turnover is a major problem from which hotel Imperial is suffering because staff
members are not satisfied form the management system of the hotel because is not providing them
enough sally, incentives as well rewards. And the misbehave of superiors are affecting to staff and
is the cause of staff turnover , hotel Imperial is not able to take a position in five stars hotel because
of the poor staff management . Employees are changing their mind so early to feel that they are not
able to survive in this condition's. That is the reason why company is not providing the best
hospitality to their guests who comes from outside and different places with the expectations to
experience the hospitality of hotel. All the guest who comes from the outside were not satisfied
from the hospitality of Imperial because . There were many factors which was affecting the
turnover of staff members.
According to survey it has founded that guests are not happy with the hotel because there
are many reasons occurs like some timers staff is not supportive for the guests they misbehave with
guest and some times they are cruel. And in other hand management was poor of the hotel like all
the departments and not providing their facilities like Reception facilities, there were not many
members who can operate all the work on reception table so some times guests was waiting in the

lines. And most of the problems was coming out from the room facilities and services that shower
was not working properly, and the noise coming from the outsides, and not proper communication
with reception manes telephone not working (Lashley 2001)
Guests were not happy with the housekeeping department because rooms and toilets was
not clean and washed. There have been many problems about the staff of rude behaviour of them.
There were many problems which were coming out from the reviews of staff and guests. Turnover
of staff was very high because of the hotel staff culture, work load problem and the aggressive
behaviour of the superiors. Hotel imperial was situated in middle of the London so it was very
difficult for employees to come hotel from so far and afford the cost of ticket on regular basis and
go to home in mid night. Results of this any staff menders has left the job and working in the
competitor hotels which are providing batter pay, working environment and much facilities compare
by hotel Imperial.
As the result of this hotel started new recruitments for the new staff members and providing
them trainings all this procedure has taken much cost of training .so the changes in staff members
was affecting the finical situation of the company as well as the guests. Exotic working culture was
also playing a big and main role in the hotel , staff members were not happy with working time
because previous manager of hotel was pushing extra working hours on employees. A leader plays
an important role in any Nixonisation and hotel. in the case of imperial hotel previous manager has
left the job in mid way. As the result high level of staff has turnover , poor sales and marketing rate ,
and the disappointment of guest satisfaction. Fransworth was last manger of the hotel according to
him a team work always plays a big role in the success. If they have good leader so the need of the
leader is essential to lead others so they can understand their responsibility and impenitence which
they are contributing. Another big problem was poor team work in receptions, restaurants and bars
and ineffective use of technology for the room services. Departments had many conflicts with
others.
Applying Management theory of henry fayol- who has discovered 14 principles of management of
function which shows that how a management structure should be look like and it should work.
Division of work according to Fayol work division is necessary because if an employees works in
their own field of specialization field of area it can increase the productivity specialization working
field has accuracy and speed to do work of employee.
Authority and responsibility authority is important to give orders to employees so they can live
under the supervision of someone. Authority helps to employee to tell them about their
responsibilities. The performance of employees has tracked by the authority on daily basis.
Discipline of work in necessary to be disciplined about work that means work should be completed
regularly there should be no pending work. Employees should be honest about their work so they

can be punctual to do work. Work discipline maintain the environment of company where all the
employees work together and concentrated (Ogbonnaand Harris, 2002)
Unity of direction that means all the activities should be directed in the same directions. It is all
about work in unity. Work of every employee should be linked with another employee. So they can
inter link with each other and perform any task together. Manager also takes a participation in this
kind of activity to lead their team.
Subordination of individual interest all the members in staff of Imperial hotel are working
individually they all their interests different but according to henry fayol all the members should
have priority of achieve the organisation objectives not an individual interests.
Remuneration productivity and motivation somehow inter connected with each other there are two
forms of remunerations. Monetary and non- monetary both types of remuneration can help to
employees of hotel Imperial to work together and be motivated. Monetary term refers to all they
financial terms like compensations , bonus, and the non monetary term refers to all the term like
compliments, to provide more responsibilities, and credits.
Degree of centralization decision making process between management system and the authority
should be balanced in the Imperial hotel. According to this Principe sharing of and idea is needed
from top management to bottom management. So degree is centralization is all about to balancing
decision making process.
Scalar chain this chain shows the connectivity among all the departments in the hotel. That means
all the lines of area should be clear they should focus on their work not to take in work of other
department in Imperial hotel. Every staff member can approach their superior in the case of an
urgency. All the functional area are interconnected to each other in the hotel all the staff members
should be arrange in order to their specialization field of are.
Order according to this principle all the functional areas have their rights and responsibilities and
they have resources so they can function them properly. Where the matter comes about social
responsibilities of the managers they can involve their participation.
Equity according to this factor of fayol all the staff members of hotel Imperial should be treated
equally and fairly(Ogbonnaand Harris, 2002). Without any partiality or any nepotism the staff
members can contribute their much participation. equity is necessary in the hotel because once if
they feels like partial behaviour of superiors , employee would be a fried take an initiative
Stability to tenure of personnel according all to this balance between personnel , deployment
should be equal from services which are hotel is providing. To reduce the turnover management
should have placed right person on right post. This is the real key of success.
Initiative according to fayol all the employees should take initiatives in all the activities in the hotel
Imperial so they can put their new ideas in front of authority. This encourage to take a participation

in every activity. Take an initiatives helps to employees to shows theirs skill to others .
Esprit de corps it is form to create trust within departments and employee where they can trust each
other. Where all the superiors are responsible for creating working , helping environment.
Above all these are some points of the theory of management of Fayol who has discovered 14
principles to manage company and what factors are necessary to which can help to manage all the
company or hotel. Staff in the hotel was turning over continuously just because of mainly two
factors first is proper management and second this is need of a leader. Leadership theory helps to
understand the importance and quality in leader (Staff Turnover, 2018).
So here applying TRAIT leadership theory to understand the problem of staff turnover. This
theory is all about the qualities and responsibilities of leader towards his people and kingdom. All
the staff members should needs a proper guidance with all these quality in leader. All these below
qualities should have in the leader of staff members in Imperial hotel so staff members would not
leave the hotel by influence of leader(Ogbonnaand Harris, 2002).
 A leader should be intelligent , action oriented and judgemental
 Eagerness to accept responsibility
 Need for achievements
 Courage and resolutions
 Decisiveness
 Adaptability and flexibility
 Creativity
 Assertiveness
 Emotional stability
 Self confidence
 Trustworthiness
 Perseverance
 Capacity to motivate people
 Skill of people
 Understanding all the followers and their needs
 Task competence
CONCLUSION
From the above study it has been summarised that what are the solutions to provide best
hospitality to the guest for their satisfaction, what was the reason behind the staff of hotel Imperial

was leaving the hotel, what was the reason of negative work culture among the staff with high level
of sick leave and poor attendance , causes of ineffective leadership and management by previous
heads of department and supervisory staff including poor monitoring and control procedure , what
was the reason of poor team working and efficient use of IT system including the reservation and
property management system, why back of house staff – housekeeping, kitchen and maintenance,
poor operating and control procedure in working place with stock being regularly pilfered and
evidence of staff not meeting basic standards operating procedures resulting in unusually high
operating costs. And what are the reason of not providing proper guidance to staff members , and
why the management was not stable to perform effectively to make a position in five stars hotels.

REFERENCES
Books and journals
Singh and et.al., 2015. Effects of training staff in MBPBS on the use of physical restraints, staff
stress and turnover, staff and peer injuries, and cost effectiveness in developmental
disabilities.Mindfulness.6(4).pp.926-937.
Gill and et.al., 2017. Early Head Start start–up planning: Implications for staff support, job
satisfaction, burnout, and turnover. Journal of Community Psychology.45(4). pp.443-458.
Brand and et.al., 2016. The impact of staff turnover and staff density on treatment quality in a
Psychiatric Clinic.Frontiers in psychology.7. p.457.
Lerner and et.al.,2014. Are nursing home survey deficiencies higher in facilities with greater staff
turnover.Journal of the American Medical Directors Association(2)pp.102-107.
Johnson, C., 2017. Remote NT patients at risk due to high staff turnover. Australian
Medicine.29(18). p.9.
Kim, Y. and Han, K., 2018. Longitudinal associations of nursing staff turnover with patient
outcomes in long‐term care hospitals in Korea.Journal of nursing management.
Halter and et.al., 2017. The determinants and consequences of adult nursing staff turnover: a
systematic review of systematic reviews. BMC health services research, 17(1). p.824.
Online refrences
Staff Turnover. 2018. [online]. available through
<https://www.mbaskool.com/business-concepts/human-resources-hr-terms/16627-staff-
turnover.html>