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INTRODUCTIONManagement strategies are known as the practice to manage various organisationalresources so that business can achieve its objectives and operational goals. It is very essentialfor the business to develop plans which optimises the operational efficiency and suitable use ofresources. Human resource management is one of the most significant aspects on which thesuccess of organisation depends. The aspect becomes more critical in the case of hospitalityindustry because the behaviour and actions of employees directly represent the hospitalityservice provider (Noe and et.al., 2017). In order to deliver quality services to employees it isvery important for the organisation to use suitable leadership and management strategies sothat staff members can perform effectively in the organisation. When the work culture of the organisation is not effective then it has adverse impactupon the performance of employees and service quality. The report will evaluate the case studyof Imperial hotel London. The organisation has been very successful and popular in UK but dueto poor work culture and management customer services are not meeting the qualitybenchmarks as per requirements. The poor management of staff members is also increasing theemployee turnover cost which is an alarming situation for the hotel. The study will analysethese management issues faced by the hotel so that feasible and impressive solutions can beproposed and service quality can be improved. The implementation of suitable managementand leadership approaches will definitely help Imperial Hotel to balance its employee turnoverand to regain its brand value among customers. Problem descriptionThe Imperial Hotel has more than 400 staff members and due to lack of appropriatemonitoring and management strategies the organisation is having negative work culture. Dueto poor supervision many staff members leave from the work without informing and their workis covered by other employees (Alvesson and Sveningsson, 2015). Despite having huge numberof employees the upper management never discuss the work related issues or policies withemployees. It has lead to dissatisfaction among employees and thus they never work effectivelywith the belief that their opinion or contribution does not affect hotel. 1
Even if employees face any work related difficulty they are not able to discuss the issuewith the management because there is no feedback system and thus problems are not solved.Though incentive schemes are quite attractive but they seem to be less motivating toemployees and thus a very limited attention is given by employees towards achieving them(Rodriguez and Stewart, 2017). The work culture of Imperial Hotel lacks monitoring,coordination, innovation and communication. Another problem faced by organisation is thatemployees are not utilising IT systems in desired manner which is increasing mismanagementwithin hotel. Thus, it has become an urgent necessity for the organisation to identify andresolve such issues. Management theories in relation to the case study issue The poor work culture usually results due to poor leadership and managementapproaches used by the organisation. In Imperial Hotel dictatorial leadership is used withoutany supervision thus employees often neglect standard work procedures and poor workenvironment is developed. For overcoming this issue hotel must emphasis on Hackman andWalton leadership model. As per this model for improving the organisational culture leadersmust follow specific behaviour. The action centred leadership model proposed by John Adaircan be one of the appropriate solution for Imperial Hotel. As per the model of John Adair tasks can be completed successfully only when they areperformed within teams and each team members deliver its best only when they are motivatedto perform that task. Imperial Hotel is experiencing poor work culture issue because most ofthe employees are not concerned and serious about their job roles (Johnson and Szamosi,2018). The lack of supervision and cooperation give rise to operational delay andmiscommunication among different departments. For example employees are not using onlinereservation and management system properly and thus information is not delivered to allconcerned people and service quality is affected. 2
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