Case Study - Introduction to Management

Case Study - Introduction to
Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
ANALYSIS OF THE INDIVIDUAL PROBLEM..........................................................................1
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
APPENDIX......................................................................................................................................7

INTRODUCTION
In the current highly competitive business environment, this is significant to have proper
management of resources in organisations. Especially in service industries like hospitality where
the competition has become intense, to have effective management of human resources is of
utmost important to gain sustainability (Tarí and et.al., 2017). In the present report, a case based
on The Imperial Hotel, London is provided with reference to which various concepts related to
management will be discussed based on the issues it is facing with suggesting fruitful solutions.
This hotel is having capacity of 500 bedrooms and is well known brand of Star Hotels in the UK
that is currently running 25 hotels across nation. Hotel is situation in London’s West End serving
mainly international business and tourist guests with following high service standards.
The Imperial Hotel has recently appointed a new General Manager, Peter Farnsworth
having experience in several other Star city centre hotels outside London who has analysed
various problems in management which previous General Manager had also been experiencing
like poor guest satisfaction, high staff turnover, a negative work culture amongst the staff, etc.
Also, as the hotel is very old and having operations nearly since 100 years, it is having need of
some restoration and redecoration. In the present study, among all the problems identified by
General Manager for which he has planned strategy for resolving the same, main emphasis is
given on the issue i.e. Front of house staff (Reception, Conference & Banqueting, and Restaurant
& Bars) – poor team working and inefficient use of IT systems including the reservation and
property management systems.
The issue will be thoroughly analysed here along with making discussion over
suggestions given by Peter Farnsworth. Further, set of solutions will be provided so that
expectation of dramatic improvement within 12 months with effective change in performance
will be met.
ANALYSIS OF THE INDIVIDUAL PROBLEM
Overview of the problem
As per the case given, it has been found that The Imperial Hotel of London is facing one
of the major issues with its front of house staff. There are a few staff members in front of house
who have been in conflict with other departments like housekeeping, kitchen, restaurant and
conferencing. These all departments are having complaints that they are getting inaccurate
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