Improving Hotel Imperial's Guest Satisfaction

This assignment is about improving the guest satisfaction at Hotel Imperial. It has been analyzed that staff turnover and poor guest satisfaction are interrelated problems. To overcome these issues, proper training sessions can be conducted to increase the working effectiveness of staff members. Additionally, maintaining a systematic cleaning process will help attract tourists worldwide. The importance of providing sufficient salaries to employees who contribute significantly to the organization is also highlighted.

IMPERIAL HOTEL CASE

Table of Contents
INTRODUCTION...........................................................................................................................3
ANALYSIS THE PROBLEM OF POOR GUEST SATISFACTION............................................3
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Management is the process of planning , staffing, coordination, controlling and direction
within an organization. Hotel imperial is a four star hotel which is based in UK . Main purpose of
hotel is to provide the best hospitality to the tourists and expand the business of the hotel on
international level .This file discuses s about the staff turnover problem in the imperial hotel that
what will be the problem behind the poor guest satisfaction why all the guest of the hotel are not
satisfied with hospitality of the hotel like poor room facilities and all the other factor, what will
the reason behind reception staff being rude and aggressive with the guests, what will be the
behind high staff turnover with 80% of the staff leaving within one year, why negative work
culture among the staff and what is the cause of all the staff members are taking the leaves and
what is the reason behind their poor attendance, these all factors plays a big role of poor guest
satisfaction
What was the factors behind ineffective leadership and management by previous head of
the department and supervisory staff including poor monitoring and control procedures which are
promoting the poor guest satisfaction, what was the reason behind the poor team work of front of
house staff (reception, conference, banqueting and restaurant and bars) and ineffective use of IT
to accomplish different tasks, and including what will be the reason behind back of
housekeeping staff, poor operating and control procedures in place stock being regularly pilfered
and evidence not meeting basics standard operating procedures resulting in unusually high
operating cost which affect the problem of poor guest satisfaction. Main purpose of this case
study is to determine the management process of the employees so they would not leave the job,
and also provides the Management theory to justify the staff management so poor guest
satisfaction will not arise(Lambrechts, and et.al., 2018).
ANALYSIS THE PROBLEM OF POOR GUEST SATISFACTION
Imperial Hotel is one of the big leading company in UK and because this hotel is
providing best guests services in UK as well as across the world, It is a four star hotel.
High staff turnover of 80% within one year- in present the company is facing many issues
which are related to poor guest satisfaction from high staff turnover which is promoting the
problem of poor guest satisfaction, that is Housekeeping and other accommodation facility. In

fact the hotel is recruiting best employees and staff members but the problem is arising in front
of the hotel is its high staff turnover all the staff members are not satisfied the jobs they have and
this reason is affecting the poor guest satisfaction problem. Because there are many issues arising
like their poor performance and their less contribution in the work they are not staying more than
3 months and the final result which comes to see is all the guests who comes across the world are
not satisfied.
Negative work culture amongst staff with high level of sick leaves and poor attendance- all
the employees of hotel imperial are not satisfied with the work culture in the organisation. Work
culture is all about values , beliefs, attitude and behaviour. Culture decries that how an
employees describes where they work . So all the employees were not satisfied.
Ineffective leadership- it is one of the most important point of poor guest satisfaction. leaders
were not doing their work according to their responsibilities. A leader plays main role in the
company , leader takes all the responsibilities of their employees. All the performance of
previous head of the department was not so much effective So it was also a reason of the
problem of poor guest satisfaction of imperial hotel.
Front of house staff – all the employees of reception, conference , bars , banqueting and
restaurants , they were not doing their work effectively. Their performance was so poor. Hotel
imperial was not adopting the ways of connectivity among employees with the use of IT.Back of
house staff – (housekeeping, kitchen and maintain) all the employees of house staff were not
providing their facilities according to the expectations of customers.
Hotel imperial has many rooms there are so many rooms and they need to be clean every day but
just because of the less of the staff members the hotel is not providing the facility of room
cleanliness facility to the guests of the hotel imperial and therefore, hotel is not able to satisfy its
customers because of the proper house keeping facilities and this problem has become a cause of
poor guest satisfaction.(Haldorai, Ramu, and Murugan, 2018).
Recommendations
For the problem of poor guest satisfaction there are some recommendation for the hotel
Imperial, hotel should apply the management theory for all over thee management system so all
employees would better know about their responsibilities according to human relation approach
theory. This approach helps to inter connect with the superiors main purpose of the hotel should

be, hotel will work to achieve the goals of an organization. This theory says that employees
plays a main role in the performance of an organization so they should be valuable asset for the
company this theory also includes the principles which are same for all the difficult assets and
help to expand the business to achieve profit maximization. In term to this, Imperial hotel is
applying this theory in the area of work then it will help to achieve the all objectives of the hotel
imperial.
Management theory and the feedback of the guest can help to the hotel to expand its business
and take an initiative in the market . So the feedback is a necessary thing to know the guests'
satisfaction level , so hotel can try to provide better hospitality. And rise above the problem of
poor guest satisfaction.
It is not necessary for the hotel imperial of Having a brand image in the international
market does not mean that the hotel is not facing any huge problems in the market . It is all
about the internal and external problems from which hotel imperial is suffering and that are poor
guest satisfaction and poor housekeeping staff members they are not working properly because
there are many of the numbers of rooms and they are dirty and not washed and cleaned so they
should be cleaned twice in a day but due to lake of the employees , hotel imperial is not able to
provide the maximum facilities to the guests because house keeping staff is not staying more
than 6 months and it became a big challenge for the management to recruit new employees and
provide them training and development sessions and this process rapidly going through a for the
management. To solve this problem of poor guest satisfaction, hotel imperial is also hiring ABC
international agencies whose work is to give the best staff members with the effective qualities
to many companies and in the same way they also provide house keepers to the hotel. And
according to the result, the hotel imperial is also recruiting different kinds of the employees
who keeps unique specialization field of area like they should have knowledge about the
languages like Spanish and hotel imperial management will prefer this kind of qualities of
employees who have something new knowledge . To overcome from this situation the poor
guest satisfaction, Peter provide different suggestion that may be helpful for the company to lead
a business in further level of success and help the company to satisfy their customers. These are
as follows
What hotel should do for the betterment of facilities , so they can work more effectively and with
pure dedication and hotel Imperial can overcome from their issue of poor guest satisfaction.-

To provide them proper training and development session to the employees of the
hotel to overcome from the poor guest satisfaction: It is a most important an option available
for Imperial Hotel to expand the brand image and the publicity in international market. It is all
depend of the qualification of the employees in they are not qualified much and they do not
know about the work and if they do not have much experience of the work so it becomes moral
duty of their superiors to provide them proper training so they can easily know about their
responsibilities and work more and more effectively. And they can also hire experienced
supervisor who should have an experience of monitoring of all the process in a good direction.
Hotel should provide some benefits and the new responsibilities to the employees so they will
take an interests in different work and activities.
Reward system: It is one of the different option to provide motivation for the
employees, in this system, the imperial hotel should offer different benefits option to their staff
member according to their work and working area. Even bonus system is also there to motivate
the employees of the Imperial Hotel so that it will be beneficial for the hotel imperial to stay their
staff members for long period. These are some valuable alternatives available for the hotel
imperial theses alternatives will help to members to pay attention. It has been recognized by
Peter that better reward system and provide the new responsibilities can increase the chances of
employees to stay in the hotel as they will find something new . So that is why this reward
system has proved right for the many companies and organizations , hotel imperial should also
apply this method to attract it s employees. So they wont leave their job.
Employee organization agreements : this is one of the best witness based agreement
It is the another alternative option available for Imperial hotel according to this agreement here
comes an agreement between the employee and the management system of the any company or
any organization . In which the working hours has decided already before the joining and also
about the salary so it is one of the needful process for the all employees to take an agreement
from the company so they can work according to a systematic procedure . They would be not
pressurized by their superiors according to this agreement all the staff members will not work
more their pre decided hour if they wants to work or extra hours they would be paid by the
management . Because these agreements defines the goals of the company and their trust for the
employees and it should be required process. As this contract is helpful for Imperial Hotel to be

in the work place and all the guests who comes across the world. An also this will help to
overcome from the poor guest satisfaction problem(Turner, and Ledwith, 2018.).
Hire other special agency to overcome from the problem of poor guest satisfaction:
this is one of the best way for Imperial Hotel because hotel imperial is able to recruit the staff
members for the hotel . So according top this factor hotel should hire a new department or new
agencies who will work to fulfil the expectations of the company. These agencies would prove
helpful for the hotel imperial to overcome from this situation of staff turnover. Another
advantage of using this option, will be help to choose the best candidate who satisfy the level of
customers at higher level. It has founded that these agencies will recruit the staff members
according to their specialization field of area and their skills.
CONCLUSION
From the above, it has been summarized that Imperial hotel is facing many problems
which are related to poor guests satisfaction and because of poor management system, employees
do not want to stay for long time. To overcome from this problem,many persons has discovered
many theories and the recommendations Peter also describes many recommendations which
should d be considered by the hotel imperial has to be applied by the company. All theses
recommendations and suggestions will help to employees of the hotel to over come from the
poor guest satisfaction problem. Because of the low members of the staff, recently company is
also facing issues which relates to maintenance problem because there are 400 rooms are in the
hotel imperial , it seems very difficult for the staff members to provide the facilities day to day
because of the numbers of the rooms.
So according to above all the problems hotel should tie up with other some special
companies who are providing the best staff members for the hotel imperial can be more helpful
and beneficial for Imperial Hotel. According to this way hotel imperial can be able to keep
staying some employees for longer time and by giving them important training and development
seminars. once in week so they would work more effectively and hotel can over come from the
poor guest satisfaction.(Chirico,and et.al., 2018).
It has been analysed that somehow staff turnover and poor guest satisfaction problem
inter related with each other so, through proper training session, Imperial Hotel can also raise the
working effective of the staff members and if the effectively will increases it will directly affect
the production level of the hotel imperial that means attract the guest. Overall, this help to

increase the profit for future and for present and on the other side, if the hotel imperial have
systematic maintain and cleanliness then it will help to attract all the tourist across the world
towards them. Another suggestion is which Peter is providing is such that there are many
employees are works in every organization and any company(Van , Wagen, and White, 2018) .
A few employees provide their work contribution to the organization but they do not get the
enough salary according to that. Because this training system motivate staff members and result
they provide work in more effective way so it is very helpful for the every company to provide
training and development programs so they can help to overcome from the issue of poor guest
satisfaction.

REFERENCES
Books and journal
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Effectiveness of Social Networks as a Strategic Tool for Organizational Business
Management. In Social Network Analytics for Contemporary Business
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Willcocks, L.P., 2018. Global business management foundations. SB Publishing.
Derr, C.B. and DeLong, T.J., 2018. What business management can teach schools. In The
Management of Educational Institutions (pp. 137-148). Routledge.
Urwick, L., 2018. Public administration and business management. In Democracy, Bureaucracy,
And The Study Of Administration (pp. 77-86). Routledge.
Hakim, M., Roseboard Inc, 2018. System and method for providing unified and intelligent
business management applications. U.S. Patent 9,971,979.
Turner, R. and Ledwith, A., 2018. Project Management in Small to Medium‐Sized Enterprises:
Fitting the Practices to the Needs of the Firm to Deliver Benefit. Journal of Small
Business Management. 56(3). pp.475-493.
Chirico,and et.al., 2018. Commitment escalation to a failing family business. Journal of Small
Business Management. 56(3). pp.494-512.
Van der Wagen, L. and White, L., 2018. Event management: For tourism, cultural, business and
sporting events. Cengage AU.
Lambrechts, and et.al., 2018. Sustainability segmentation of business students: Toward self-
regulated development of critical and interpretational competences in a post-truth
era. Journal of Cleaner Production. 202. pp.561-570.