(PDF) Case Study on hotel Imperial
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Added on 2021-01-01
(PDF) Case Study on hotel Imperial
Added on 2021-01-01
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CASE STUDY
TABLE OF CONTENTSIntroduction..........................................................................................................................................3Main body.............................................................................................................................................3conclusion........................................................................................................................................6References............................................................................................................................................7
INTRODUCTIONThis case study discusses about the all the problems which are facing by the hotel Imperialin London like poor guest satisfaction, and reason of lower grading in the five stars hotel chain andthe problems about room services like room cleanliness of the bathroom. Higher staff turnover with80% of the staff leaving within one year because of the nature of superiors and poor pay levels, anegative 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 staffincluding poor monitoring and control procedures, front of house staff like reception, conferenceand banqueting and restaurant and bars poor team working and in efficient us of IT systemincluding the reservation and property management systems, back of house staff likehousekeeping , kitchen , maintenance , poor operating and control procedures in place with stockbeing regularly pilfered and evidence of staff not meeting basic standards operating proceduresresulting in unusually high operating costs. So these are the problems of hotel above which aregoing tom discusses in this file. That wharf are the factors which are affecting the employees to leftthe job. And the major problems of staff satisfaction and expectations of the hotel from the staff. Sothis file discusses about all this problems.MAIN BODYStaff turnover is a major problem from which hotel Imperial is suffering because staffmembers are not satisfied form the management system of the hotel because is not providing themenough sally, incentives as well rewards. And the misbehave of superiors are affecting to staff andis the cause of staff turnover , hotel Imperial is not able to take a position in five stars hotel becauseof the poor staff management . Employees are changing their mind so early to feel that they are notable to survive in this condition's. That is the reason why company is not providing the besthospitality to their guests who comes from outside and different places with the expectations toexperience the hospitality of hotel. All the guest who comes from the outside were not satisfiedfrom the hospitality of Imperial because . There were manyfactors which was affecting theturnover of staff members. According to survey it has founded that guests are not happy with the hotel because thereare many reasons occurs like some timers staff is not supportive for the guests they misbehave withguest and some times they are cruel. And in other hand management was poor of the hotel like allthe departments and not providing their facilities like Reception facilities, there were not manymembers who can operate all the work on reception table so some times guests was waiting in the
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