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Case study on Imperial Hotel - Assignment

   

Added on  2020-06-04

8 Pages2418 Words53 Views
Leadership ManagementProfessional Development
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Case study on Imperial Hotel1
Case study on Imperial Hotel - Assignment_1

ContentsIntroduction.................................................................................................................................................3Analyzing the issue of ineffective team work in Imperial Hotel..................................................................3References...................................................................................................................................................82
Case study on Imperial Hotel - Assignment_2

Introduction The Imperial Hotel is a part of Star group that operates 25 hotels all over UK. The hotel islocated in the heart of London and caters to the requirenments of guests who wish to experiencehigh service standards. In the recent times, the hotel has been experiencing several issues invarious departments which has led to decreased guest satisfaction; high turnover of staff; poormorale among others. This has caused a reduction in overall profitability and increasedbudgetary pressure. Hence a new manager has been appointed in the hotel to take care of theissues through his experience.One such issue was in the front of house staff, particularly in thereception that faced problems of poor team working and inefficient usage of IT systems inclusiveof reservation and property management. The problem was with respect to inaccurate guest dataprovided by reception staff to other departments being housekeeping as well as conference andbanqueting. Some guests also reported of rude behaviour when they talked with the reception tofulfil their basic needs. Arguments existed within internal team members as well whocomplained that previous shift did not provided proper handover information which made workdifficult for them. There further existed blame culture followed by non-constructive working ofstaff as well as a presence of some strong personalities within department who clashed with eachother. The present study has thus made an attempt to focus on assessing the issue of teamworking that was present within front staff of Imperial hotel before the joining of new Head ofDepartment of Front Office and Reception and Peter Farnsworth (General Manager). Focus willbe given on evaluating the concept of team working through use of theories given by authors.Last but not the least there would be a discussion about giving comments on therecommendations given by Mr Farnsworth for problems that have been listed in the case. Analyzing the issue of ineffective team work in Imperial Hotel Marks, Mathieu, and Zaccaro (2001) have defined team work as the independent act ofemployees that convert input into output via a set of cognitive, verbal, and behavioral actions soas to attain organizational goals. Team working is an essential part of any organization and itssuccess depends on how the team members create an environment where the people are ready tocontribute towards building of a positive work culture. But it is also true that creation of asuccessful team is a very challenging task as the members have their own working style whichleads to personality clashes; miscommunication; conflicting situation that hinders overallattainment of goal. Similar such situation happened within Imperial hotel as everyone had their3
Case study on Imperial Hotel - Assignment_3

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