Case Study – The Imperial Hotel

   

Added on  2020-10-22

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CASE STUDY- THEIMPERIAL HOTEL
Case Study – The Imperial Hotel_1
Table of ContentsINTRODUCTION ..........................................................................................................................1ANALYSIS......................................................................................................................................1CONCLUSION ...............................................................................................................................4BIBLIOGRAPHY............................................................................................................................6
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INTRODUCTION Hospitality is a quality of treating and receiving strangers or guest with warm, generousand friendly way. Hospitality industry is completely based on the customer service i.e. how theyare treated, what quality of service they are provided and weather all of their expectation havebeen fulfilled or not. Customers are very important in Hotel industry as it is completely basedupon serving them. Whenever any hotel wants to expand their business, then the administrationneed happy customers who’s all the expectations are fulfilled, all the services and products aredelivered to them in a better way without compromising with the quality. This will increase theloyalty of customers towards the Hotel as well as their customer base will increase which willincrease their business. Imperial Hotels are London based hotels which is one of the best hotelwith chain of hotels in the hospitality industry present in UK (Amin and et.al., 2017). Their firsthotel was built in 1911 which was demolished and replaced with a new building with the samename in 1966. These hotels are owned by Asset world corporation who are a part of TCC groups.They have their branches all over the world with 25 branches present in UK. This case study isabout one of the Imperial Hotel present in London which was facing Poor guest satisfactionproblem. They have got least number of grades in Guest Satisfaction Survey. According to thesurvey there are many problems faced by the customers in that hotel. This case study willaddress all the problems faced by the customers and how those problems will be addressed sothat they can increase their customer satisfaction level.ANALYSISThe Imperial Hotels are one of the best hotel chain in UK. Their first building wasestablished in 1911. Each Hotel in their chain performs a Guest Satisfaction Survey which iscompleted by their guest staying in their hotels as well as they conduct an online survey to knowthe customer satisfaction level. This survey asks their clients to grade all the facilities and theirexperience in their hotel after this survey one of their Hotel in the star chain were graded with thelowest guest satisfaction grades in their whole star chain with 65% rate of guest satisfactionwhile overall companies average was 75%. According to the survey there were many problemsthat were faced by guest like: First and the foremost problem that the guest were facing was inchecking in and checking out of the hotel (Luo and Qu., 2016). According to many customersthey had to wait in queue for long time while checking in as well as checking out, they werebeing charged repeatedly even for the service they didn't opt for, they had a complaint that1
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