Customer Satisfaction in the Hotel Industry

This assignment examines the factors influencing customer satisfaction in the hotel industry. It analyzes the role of customer-centric management, entrepreneurial spirit, job satisfaction among employees, and innovative practices in driving positive guest experiences and organizational success. The analysis is supported by academic research and real-world examples.

Imperial hotel
-case study

INTRODUCTION
The imperial hotel is based in London and has 4 star ratings. They have full fledged 500
rooms and has a chain of 25 hotels in UK. They provide various facilities to their guests as they
expect high standard services from them. They have conference rooms with the capacity of 1000
people., swimming pools, bars and restaurants. The hotel has been divided into 6 departments
namely: guest services & concierge, front office & reception, food and beverages(Tajeddini 2010)
, human resource and training,house keeping. With a staff of 450 people. Previously the hotel
management was following the authoritarian style of leadership to manage the hotel. And there
were many problems in hotel namely: the attrition rate of staff is very high, customers was not
satisfied with the services and they have been complaining about the services and the grading has
become very low(Shaw Bailey and Williams 2011). The hotel was suffering from the poor
performance and it is directly effecting the reputation of the hotel. The profits of the hotel are
affected negatively as the cost of their rooms has gone very low as compared to the price of
competitors. The hotel building is very old and it has to be redecorated according to the new
styles. But there is a problem with this as for the refurnishing and renovation 60 rooms will be
blocked for the next two years(Yang 2010). This will also bring them under loss situation. In this
report the effective plans and suggestions would be provided to get the reputation of the imperial
hotels back and the solutions to the issues that they are having. These will be solved by the new
general manager.
Analysis of the problem
The problem that imperial hotel is facing is about the culture of work that has become
adverse. This has happened because of the increased sick leaves and the poor attendance of the
staff. The new manager after analyzing the previous problems that the imperial hotel is facing ,
brings out many suggestions and even changed his leadership style. The previous manager is
following the autocratic style that was creating problem between the staff and the hotel. The staff
turnover rate has been increased because of the authoritarian leadership style(Kang Stein and Lee
2012). People were feeling overburdened and thus came late to hotel and extra shifts make them
stay late and then come late to hotel the next day. These were the problems that were combinely
creating the bigger problem for the hotel. There are some ways through which these can be
sorted out and these are:

By involving the staff in decisions of the management. We can improve their
participation and their efficiency by giving them the responsibility and making them feel their
value and their worth for us(Chan and Guillet 2011). By involving them in the decisions and they
can play active participation in the problem solving techniques that the management is following.
They can give their solutions and management can acknowledge them and if they feel right they
can apply them also and give the employees credit and recognition. As the manager is
democratic these type of leadership styles is applied by the,managers when the team is efficient
and they allow them to give ideas and suggestions. In this type of style.the decisions are not
imposed on the staff. They are provided with the same level of respect and this creates a healthy
working environment and they can help in better functioning of the hotel. This can lead to
solving various problems that the hotel is dealing with because of the style of previous manager.
The workplace should follow legal activities . the premises should be ethical and abide by the
code of conduct of the workplace(Dominici and Guzzo 2010). They should follow Herzberg’s theory
that consists of hygiene theory and and the motivation level of employees must be enhanced.
Hygiene factor consists of great importance in the hotel industry. As customer came into hotel
for relaxing and they are expecting clean and hygienic environment. It is also necessary for the
staff to work in hygienic conditions for better performance.
The are many ways to improve the supervision of a hotel good supervision give good
result and improve the overall working environment of the hotel. A strong supervisory team can
motivate their employees and build a positive work environment. This can provide hotel with a
competitive advantage in acquiring highly talented employees. Supervisor manages both process
and people. Under process the responsibilities include certain activities that are Budgeting,
Implementing work and solving problems(O’Neill and Davis 2011), assigning work to the
employees, Scheduling and evaluating result. Under people the responsibilities include certain
activities that are developing team work and employee capabilities and skills, providing
feedbacks for dad to day performance and monitoring employees to give their best, motivating
employees and conducting performance reviews to boost up employees. The functions of
supervisor is to manage people properly and manage tasks accordingly on time( Tarí Claver Pereira
2010). Under people management a supervisor develops team work and assign work to employees
by observing there individual skills and capabilities one of their major steps under supervisory is
to motivate the employees and providing day to day feedbacks through which the hotel can make

improvement and accordingly disciplinary actions can be taken. The work scheduling can refer
to assigning staff to particular shifts or work hours in hotel . Scheduling can also refer to
organizing work in day to day work, week and month in order to get proper output. Task work
assigned determines the knowledge, skills and capabilities of an employee to carry the particular
task. Supervisor as he knows the skill set of every individual assigns work to the appropriate
individual who can perfectly complete the work on time. Implementing and solving problems
and activities to implement work effectively( Hoque 2013). Monitoring work process helps in
achieving goals of the hotel. Supervisors are mainly responsible for evaluating the result and
reporting the result to the manager as well as recommending solutions for issues and results of
unmet goals.
The are many ways to improve the supervision of a hotel good supervision give good result and
improve the overall working environment of the hotel. A strong supervisory team can motivate
their employees and build a positive work environment. This can provide hotel with a
competitive advantage in acquiring highly talented employees. Supervisor manages both process
and people. Under process the responsibilities include certain activities that are Budgeting,
Implementing work and solving problems, assigning work to the employees, Scheduling and
evaluating result. Under people the responsibilities include certain activities that are developing
team work and employee capabilities and skills, providing feedbacks for day to day performance
and monitoring employees to give their best, motivating employees and conducting performance
reviews to boost up employees. The functions of supervisor is to manage people properly and
manage tasks accordingly on time(Hung, Shang and Wang 2010). Under people management a
supervisor develops team work and assign work to employees by observing there individual
skills and capabilities one of their major steps under supervisory is to motivate the employees
and providing day to day feedbacks throught which the hotel can make improvement and
accordingly disciplinary actions can be taken. The work scheduling can refer to assigning staff to
particular shifts or work hours in hotel . Scheduling can also refer to organizing work in day to
day work, week and month in order to get proper output. Task work assigned determines the
knowledge, skills and capabilities of an employee to carry the particular task . Supervisor as he
knows the skill set of every individual assigns work to the appropriate individual who can
perfectly complete the work on time. Implementing and solving problems and activities to
implement work effectively. Monitoring work process helps in achieving goals of the hotel.

Supervisors are mainly responsible for evaluating the result and reporting the result to the
manager as well as recommending solutions for issues and results of unmet goals. Hotel is a
fast paced industry. Success is dependent on timely implementation. But dealing with the
diversified guests, visitors, long list of daily operations, and unique occasions can test
efficiencies and effectiveness of hotel.
Running a successful hotel is a continuous challenge that requires the joint team effort of
management and staff. Strategies must be setup to ensure that daily operations run smoothly and
all the guests are treated well. Any reasonable person would agree that the main objective of
practically every hotel owner is to make as much benefit as he could. To accomplish such an
objective the concentrate should be on both incomes and cost. Hotels can help their primary
concern by expanding incomes or diminishing expenses.
In the hotel industry, it is very important that your representatives and your employees extend a
friendly and active state of mind toward the guest. If you make your representative happy by
paying them reasonably and remembering them for their accomplishments, they will have a
sense of belongings towards the hotel and they will work with their full potential. At the point
when your workers go well beyond their official obligations to assist a visitor that makes
gigantic goodwill and can prompt repeat visits and proposals.
Regardless of whether your visitors are simply remaining for one night or for two weeks, you
have to dependably do your best to make them feel like your hotel is their second home. Soften
the decor by including stylish yet comfortable furniture, flowers and paintings on the wall.
Having a separate dining and a relaxing region with comfortable environment will make hotel
feel more like a home and less like a hospital(Wu, SI and Lu 2012). If your hotel will be warm and
welcoming, people will come back.
Customer satisfaction should be the main objective, so train and develop your administration
group as per your own hotel standards. Consider dedicating a whole staff meeting, and tell your
staff well ahead of time so that they have sufficient energy to bring their own particular thoughts
and ideas as well.
Interacting personally with the clients is the most ideal approach to discover what they needs. Its
not good to shake hands with everybody who goes through your gate, so why not consider
making a "Feedback card" which they can use to give feedback, or set up an easy to use online

review? This is the most ideal approach to get unbiased, noteworthy input for your business, and
staying in contact with your previous customers never hurts.
At all levels, employees need to deal with various obligations at the same time as they have to do
multi tasking. On a regular day, a hotel employee may need to arrange an agreement with a
vacuum rental organization, handle a disappointed customer, prepare a worksheet for the kitchen
staff, and keep a smile on his or her face to welcome new guests, all over the span of one
evening. Bosses need to know you can deal with the quick paced, changed work load. Make sure
to highlight these skills as a quick decision maker, time management skill, and quick adapter to
ever changing environment. Retaining Employees within The Hotel. Will Motivate the
employees to work hard. Employees performance will increase. Satisfied employees will lead to
increase productivity .Will boost employee morale .Will create a positive working
environment .Sense of belonging will develop among the employees which will help the hotel to
achieve their objectives. Good reward system would decrease the chances of conflicts,
demotivation, strike. Good reward system would help in attracting employees. Would foster
positive personal relationship with employees. Will generate an healthy competition between
teams of employees or individuals within the hotel. Rewarding employees for their hard work
will develop loyalty among the employees for the hotel. Rewards which involve rating the team
members for each other performance will help the hotel in building good team culture. When
company has good reward system employees feel engaged as it will show that they are happy
with their work and with the company culture. A good reward system would help the company to
build their Brand name as more and more employees would try to associate themselves with the
company and old employees would stay with the company this would help them in Employer
Branding. For an organisation employees are its assets and if they are happy and decicated they
will be able to achieve their organisational goals and for that good reward system is one of the
best strategy on which they can work upon .If retention rate is high of an organisation then it
will lead to cut cost of recruitment ,training and various other areas ,Will save time of the
organisation
CONCLUSION
As per the above report on the imperial hotel it has been observed that after the new manager has
taken charge of the working of the hotel, things has been changed for better. The previous

manager working style was toxic. And it was causing problem to the hotel and resulting in
dissatisfaction amongst the workers and customers. customers has given very bad ratings for the
hotel and even the staff was leaving. It was after the taking over of new manger that the
conditions of the hotel has improved. The manager has improved the quality of the hotel by his
skills and knowledge. His understanding ability towards the workers has helped him to gain the
trust of the employees and this results in collaborating the goal s of the individual with that of the
organization. He has the motive of satisfying the guests and by the help of staff he has achieved
also.

REFERENCES
Books and Journal
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Shaw, G., Bailey, A. and Williams, A., 2011. Aspects of service-dominant logic and its implications for tourism
management: Examples from the hotel industry. Tourism Management. 32(2). pp. 207-214.
Yang, J.T., 2010. Antecedents and consequences of job satisfaction in the hotel industry. International Journal of
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Kang, K.H., Stein, L., Heo, C.Y. and Lee, S., 2012. Consumers’ willingness to pay for green initiatives of the hotel
industry. International Journal of Hospitality Management. 31(2). pp. 564-572.
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