Effective Management Strategies for The Imperial Hotel: A Case Study

MARKETING INTRODUCTION TO
MANAGEMENT
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Table of Contents
Introduction......................................................................................................................................3
Analysis of the individual problem..................................................................................................4
Review of management theory........................................................................................................5
Effective management of the problem.............................................................................................6
Key proposals for the resolution of the problem.............................................................................6
Conclusion.......................................................................................................................................9
Reference list.................................................................................................................................10
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Introduction
The Imperial Hotel, London
Imperial hotel is one of the most popular hotels in London, located at the centre of the city’s
West End (imperialhotels.co.uk, 2018). The hotel offers rooms for a night at very cheap rates as
compared to other hotels. It has about 500 rooms; it has about 12 conference rooms and
conference facilities with capacity to accommodate 1000 people, about four restaurants and three
bars. The Hotel has high brand name in the international market and is known to operate 4 star
hotels. The Imperial Hotel has about 25 Hotels in the UK alone. Business travellers and foreign
tourists are the main targeted customers of the Hotel. The Hotel has about 450 staff workers
while the Hotel contacts external agencies for providing services such as cleaning, laundry
services and management for the leisure centre.
The Imperial Hotel is facing several problems such as inability to satisfy their customers, high
employee turnover, low employee morale and reluctance to work, inappropriate leadership and
management, employees are lacking proper set of skills and therefore lacking efficiency and
many more. In this report, analysis of a single problem has been discussed. The issue related to
ineffective leadership and management that was followed by the previous general manager, is
elaborated in this entire report. The assignment also contains management theory, which can be
applied for the specific problem, and few key proposals for solving these issues are described as
well.
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Analysis of the individual problem
The Imperial Hotel consists of hundreds of rooms and even more number of staff workers to take
care of the Hotel and provide the best customer service and support to all their customers. The
previous general manager of the Hotel had limited experience and expertise necessary for
monitoring, controlling and managing several activities inside the Imperial Hotel. Poor
management and leadership style has caused immense problems for the Imperial Hotel (Quintana
et al., 2015). 80% of the employees are found to leave the job every year, resulting in high
financial loss. The Hotel has to recruit new employees and provide training and development
again, which is raising the expenditure of the company.
However, the Hotel is experiencing huge crisis in operation and management due to the ill
practises and erroneous leadership style followed by the previous general manager. The Hotel
has appointed new manger Peter Farnsworth to solve its problem and overcome its present
situation. Due to high employee turnover, the quality of customer service has decreased
drastically which is having a direct impact on the overall business. The whole structure and
hierarchy of the management has ruined as a result of poor leadership quality of previous
manager. The Head of Departments (HODs) are not taking their responsibility and duties
seriously. Instead, they are putting the blame on each other, during board meetings and
conferences, for all the mess that has been created and defending their own department is so as to
gain bonuses. These Head of Departments have been working in the Hotel from past 10 years,
still ineffective in taking responsible and wise decisions. Many have retired after the previous
manager retired from his position. Lack of a strong leader, there is no proper coordination and
team building spirit among staff workers, causing delays, improper maintenance of the hotel and
so on (Lyu et al., 2016). Supervisors and managers are unable to control and manage daily
activities such as housekeeping, in the kitchen and in the reception as well. There have been
many complaints from guests about the service that was delivered showing weak practises. This
also points towards lack of proper communication between management and employee and
between different employees as well.
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