Challenges of Business and Management in Imperial Hotel London

Introduction to management

Introduction
This report is based on a case study of a hotel’s business and its management. The case study of
the imperial hotel London requires a critical approach in order to identify the problem as well as
solving the problem of the challenges of business and management. Form the case study of the
imperial hotel London, is the hotel which is having 500 bedrooms and is owned and managed by
the group star hotel. The star hotel operated 25 hotels in the United Kingdom. The hotel provides
a large number of facilities and is comprises of large number of staff members. As the general
manager of the hotel got retired, the company has appointed a new general manager Peter
Farnsworth, who has to take over the management of the entire hotel. More, the previous general
manager was facing a range of problems in the management of the hotel i.e. high employee
turnover, poor guest satisfaction, pressure to reduce the actual room rates, as well as poor
performance of hotel in terms of low overall profitability. Thus, the general manager wants an
individual to take responsibility in order to analyze the challenge of a negative work culture
within the organization as well as the challenge of high levels of sick leaves and poor attendance
of the staff working for this company. As the culture followed in this organization is based on
performance drive of the employee. Moreover, the management of the hotel in under continuous
pressure in order to increase the sales every month and the pressure to increase the average room
rate with increasing occupancy. The company has also faced the challenge of poor guest
satisfactions as their guest percepts that the hotel is over expensive and poor value for money.
Additionally, the hotel has faced the problem of negative work culture due to which the staff is
taking high levels of sick leaves and has poor attendance (Cox, 2018).

Analysis of individual problem
The Imperial hotel London is the hotel owned and managed by the star hotels group. The
company is facing the issue of negative work culture, due to which the staff is taking high levels
of sick leaves and the staff is having the poor attendance (de la Soledad Celemin-Pedroche and
et.al, 2016).
As the culture followed in this hotel is performance driven. And the organization is facing the
issue from the perspective of management and operations. It was found that the work culture
followed under the previous General Manager was somewhat toxic. As the hotel did not remain
being busy in its operations all the year. Many of the staffs are covering the staff that has gone
sick as well as the majority of part timer staffs are females. These part timer female staffs are
having family commitments too. Due to such issues the staffs are turning up late for their work
shifts, and in order to compensate their work or cover their work they are asking their colleagues
to cover the work for them for short periods without informing the supervisors. Therefore, due to
high turnover of supervisory staff, the level of supervision of staff has been decreased.
Moreover, in the recent past it has been observed that management style performed by the
managers of the company was somewhat like authoritarian or dictatorial where there was very
lower level of staff consultations in order to improve their performance with minimal feedback in
terms in the way to improve the working practices as well as to meet the needs of the guest.
As due to majority of part time female workers the management of the hotel is facing several
other issue due to this poor performance of staff such that high staff turnover, poor guest
satisfactions, pressure to reduce the average room rates as well as poor performance of hotel in
terms of profitability. These all issues are too, due to the poor impacts of employee’s
performance as they are taking large number of sick leaves and have poor attendance which
shows the negative work culture of the company (Deshpande, 2018).
In order to make the hotel financially sustainable, it is essential to enhance the service quality,
morals of the staff, efficiency of operations as well as their productivity. For such enhancement
the company has to overlook at the various points in order to resolve the problems such as
transparent communications, open minded people as well as solid foundation strategy.