A Case Study – The Imperial Hotel

Case Study

Table of Contents
INTRODUCTION...........................................................................................................................3
ANALYSIS OF THE PROBLEM...................................................................................................3
a) Discuss the problem’s likely causes from a management and operational perspective..........3
b) Put forward a 3 point plan for resolving the problem particularly in terms of improving the
quality of service, staff morale, operational
efficiency and productivity........................................................................................................4
c) Support answer with management and operations theories and principles............................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Hotel is termed as an organisation, in which aim is to satisfying customer needs or wants
and also provide them pure services in return of price paid by them. In hotel firm, role of the
management and operational perspective is likely to provide overall efficiency and rise in the
productivity to grow and sustain in this competition. Customer is the centric focus in hotel and
operates to accomplish their each individual in terms of accommodation. Customer satisfaction is
one of the superior task to checks out that they have what was being committed to them and paid
price for that services (Zhangjiakou and et. al., 2015). Hence, this assessment will be carry on
discussion in context to Imperial hotel. This entire report will cover discussion to poor guest
satisfaction which previous general manager was realised in the Imperial hotel. Imperial hotel is
the London 4 star hotel of total 500 bedrooms and operates in around 25 cities of the UK. For
this hotel, whole report will cover the problem of poor guest experiences and how it is impacting
business of this hotel and loss of profit. As reason of this, hotel is named as lowest in 4 star hotel.
Hence, purpose of this report is being centric on solving problem of poor guest services to
empower management and operation aspects to grow business profitability.
Moreover, report plan will cover solving issues being related to alter quality service, staff
morale, enhances operational ability and rising financial position of this hotel. Furthermore, this
concise assessment will cover context of management and operational theories.
ANALYSIS OF THE PROBLEM
a) Discuss the problem’s likely causes from a management and operational perspective
Hotel is effluent part of the hospitality industry which deals with giving accommodation
services to people who comes from different other location and avails the services in return of a
price paid. Expectation is always high of people in respect of room service, checking in or out,
avoid time wastage etc. In context of the Imperial hotel, customer has repeatedly complained on
on problem of standing or waiting in queue for checking in and out, quality of the room is not in
appropriate condition and also issues has been realised in context arrogant staff (To and et. al.,
2015). On benchmark grade system, Imperial hotel is rate at 60 percent and even less than
industry standard of the 78 percent. Difference shows that hotel is less than critical service path.
Also, customer has reveals that staff is charging undisclosed income and even without consent of
the hotel management. If being talk out of the perspective of management & operation, all these

issues are threat to firm operation or future growth. These issues are critical, but especially
accommodation problem are not good any-more. Thus, strategic solution is required to solves out
problem and bring boost to the business operation at the major priority. The major agenda of the
hotel is to attain their each and every customer's, understand their need and problem in the right
manner and develop action and strategy in order to fulfil customer's needs as the priority. This
could be happens as reason of lack of an staff morale or may be they were demoralise to do
work. Moreover, customer's has complain about noisy structure of the room such as air
conditioning and even technology was not also working properly (Luo and Qu, H., 2016) If talks
into the perspective of operational management, all these issues are belongs to the serious
concern and instant remedial action is need to be taken to rise growth of this hotel. This is a full
default from the management and customer services of this hotel and not in mood to tolerant all
this.
In the secondary research, it was found that staff of the Imperial hotel is having no kind
of motivation along with due to lack of training, there are not well recognised to customer task or
an activity into the defined matter. Due to the lack of training & development in different aspects
of the hotel, employee are not able to perform or optimised services in the productive manner.
Also, behaviour of the staff is not appropriate and they are being founds arrogant with customer
in various situation. On benchmark grading system, Imperial hotel scored almost 60 percent and
industry average is 78 percent (Pan, 2015). Also, it should be priority for the imperial hotel to
takes right action or decision making in regards to optimising services to rise growth for business
to gives out higher level of the services. Thus, right and perfect planning and tools is required in
this context to optimised service to rise long term growth for this hotel.
b) Put forward a 3 point plan for resolving the problem particularly in terms of improving the
quality of service, staff morale, operational
efficiency and productivity
Business productivity and suitability generally comes from strategic planning & decision
making on how to improves and enhances productivity and efficiency for the Imperial hotel. The
major agenda should be increasing staff moral and realises how can they work together to
optimises services and centric to become stable for earning profits. In context of Imperial hotel, t
various such as service optimisation, past and future and making plans in which budget is given
to bear expenses for underpinning changes such as rise in productivity and efficiency is being

undertaken is same context (Nieves and Segarra-Ciprés, 2015). In this assessment, 3 point plan
will be discussed in which focus is being on making changes to work or customer's satisfaction
at the given point of time. In this, 3 points such as Implementation, analysis and evaluation will
be led into consideration. Also, in this, strategic action plan such as taking further more feedback
from existing customer's, understands changes needs to be made and evaluates its using defined
tools or techniques. This entire process is as follows:
Identification & implementation: In first stage of resolving problems, identification is
need to be done on what services are being suffering with an issues of inefficiency such as poor
quality rooms using average amenities and brings advance in place of an existing one,
identifying reason of lesser employee morale due to negative culture and lack of the T&D and
learning over period of time and checks out current operational capacity and efficiency of the
Imperial hotel (Pereira-Moliner and et. al., 2015). After complete identification of the problems,
action taking such as quality measurement will be understanding in which focus is being on rise
quality of the services such as customer experience on to top-pest level.
Action plan: In this second stage of problem resolving, tools such as TQM, six sigma and
service implementation is gone to persist. First, past quality measurement such as clients review,
feedback etc., will be understood in order to make right and prospective changes such as less
time of the customer in checking in or out, focus on quality of rooms using evaluating techniques
such as total quality management, six sigma etc., to brings out continuous improvement into the
customer satisfaction by analysing present scope for rising operational capacity and productivity.
Through six sigma, threatening defect and issue will be eliminated from service quality, staff
morale and operational incapabilities. Using TQM, quality defects can be removed and customer
satisfaction will be gather. With support of the T&D, staff motivation & morale is expected to
increase to develop scope for customer's satisfaction.
Evaluation: After application of techniques i.e. TQM, six sigma etc., evaluation will be
most prominent step under which correction made or done will be measured by taking feedback
or opinion from future customer or daily visiting clients to measure at which service quality has
been improved, morale of the staff and rise in operational efficiency (Rahim and Kozak, 2017).
Furthermore, explained tool is also need to be evaluated checking at what stage quality based
strategy will proved suitable.

c) Support answer with management and operations theories and principles
Operational theories are majorly deals with checking right quality of the process along
with taking action such as tools or techniques related to the process development. Operational
theories mainly deals with rising scope for quality and finding defects out of service process in
hotel sector. In this, operational approaches such as six sigma, TQM and just in time will be
discussed onto check at what level changes are being suitable made. The clear explanation will
be done on same and explanation is as follows:
Six sigma: Six Sigma is one of the best methodology which is useful to assist businesses
to improve current processes, products or services by discovering and eliminating defects. This
can be applicable by Imperial hotel in order to rise of quality of the services such as customer
satisfaction, bringing staff morale and rising operational capability (Al-Refaie, 2015). This will
be helpful to rise outcomes or results out of the mentioned quality dimension along with making
right and optimise outcomes. Imperial hotel is eligible to use this strategy, so as to accomplishes
productive results out of the required services domains.
Total quality management (TQM): A core definition of total quality management is
described as the managerial approach with purpose to ensure long success through customer
satisfaction (Lee and et. al., 2015) In the TQM, all the people of an organization participate
applies their efforts, skills and ability so as to improving processes, products and services to rise
organisational efficiency. Imperial hotel is having right option such as identifying scope for
quality improvement, finds scope for ensuring effective usage of the quality tools or techniques
in order to ensures right productivity for this leading hotel organisation.
Just in time (JIT): Just-in-time' is a management philosophy and not a technique. In this
technique, labour, material and goods are to be used in implementation of the hotel services and
to be scheduling to arrive exactly when required in an entire manufacturing process. Imperial
hotel can utilise this techniques so as to bring all its employee or manpower.
Analysis: This is analysed that effective service can surely be implements using quality
management into the productive and efficient along with making right at right point of time.

CONCLUSION
From all above discussion, it is to be concluded that hotel customer service is need to be
accurate and being focused on taking right decision making to generates pure quality services for
the customer and rising profitability for customer's in lesser period of time. This is being realised
that, service quality will be ensures quality tools or techniques so as to accomplishes outcomes of
the business into the right manner. The main agenda of the hotel is to rise its profitability and
long term revenue using support of tools such as feedback and question and answer with help of
which services can be utilised or improves in an effective manner. Understanding customer's
needs and wants is one of the necessary which can be taken to improves services or product into
the proactive manner. Report has also reveals that effective service is need to be their in every
business so as to rise productivity and profitability. Hence it is proves prominent for imperial
hotel to brings necessary rectification in order to implements customer services efficiently.

REFERENCES
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