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A Case Study – The Imperial Hotel

   

Added on  2021-02-19

9 Pages2578 Words34 Views
Case Study

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

INTRODUCTIONHotel is termed as an organisation, in which aim is to satisfying customer needs or wantsand also provide them pure services in return of price paid by them. In hotel firm, role of themanagement and operational perspective is likely to provide overall efficiency and rise in theproductivity to grow and sustain in this competition. Customer is the centric focus in hotel andoperates to accomplish their each individual in terms of accommodation. Customer satisfaction isone of the superior task to checks out that they have what was being committed to them and paidprice for that services (Zhangjiakou and et. al., 2015). Hence, this assessment will be carry ondiscussion in context to Imperial hotel. This entire report will cover discussion to poor guestsatisfaction which previous general manager was realised in the Imperial hotel. Imperial hotel isthe London 4 star hotel of total 500 bedrooms and operates in around 25 cities of the UK. Forthis hotel, whole report will cover the problem of poor guest experiences and how it is impactingbusiness 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 toempower management and operation aspects to grow business profitability. Moreover, report plan will cover solving issues being related to alter quality service, staffmorale, enhances operational ability and rising financial position of this hotel. Furthermore, thisconcise assessment will cover context of management and operational theories. ANALYSIS OF THE PROBLEMa) Discuss the problem’s likely causes from a management and operational perspectiveHotel is effluent part of the hospitality industry which deals with giving accommodationservices to people who comes from different other location and avails the services in return of aprice 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 onon problem of standing or waiting in queue for checking in and out, quality of the room is not inappropriate 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 thanindustry 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 ofthe hotel management. If being talk out of the perspective of management & operation, all these

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