Imperial Hotel London case study | Assignment

Added on - 21 Feb 2021

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Imperial HotelCase
Table of ContentsIntroduction.................................................................................................................................................4Plan for resolving issues..........................................................................................................................4Conclusion...................................................................................................................................................8References...................................................................................................................................................9IntroductionManagement refers science as well as art of taking people all together foraccomplishment of preferred objectives and goals through integration and coordination resources
effectively and efficiently. It denotes tasks and activities that are undertaken via planning,controlling, organizing and leading. This report is based on Imperial Hotel London that issituated on east side of Russell Square. It has a remarkable location along with great facilitiesand they are rendered at affordable prices. This deals with the problem related with poor staffsatisfaction.The Imperial Hotel, London is a 4-Star hotel and operates in 25 hotels within UnitedKingdom. They have around 500 bedrooms that comprise of en-suite facilities, 4 restaurants aswell as 3 bars, conference facilities for near about 1000 people and 12 conference rooms. Inaddition to this, there are 6 head departments, 450 employees and contractors who areresponsible for laundry services, cleaning and management of leisure. Peter Farnsworth isresponsible for dealing with situation of poor guest satisfaction. It was ranked as a lowest i.e.60% within organization benchmarking grading. As per guest satisfaction survey (GSS) a formalmonthly survey is carried out with their important business clients. The complaints which aremade are related with checking in as well as checking out of the hotel, poor quality of staff aswell as quality of rooms. Basically, their staff becomes rude depending upon certaincircumstances due to which guests have to wait in queue as well as the final bills which aregenerated are wrong. But the biggest issue is these complaints are never addressed or even thereis also a delay in response. Quality of rooms, along with basic necessities like shower is notworking, technology is not proper, etc. are common issues.Plan for resolving issuesThe brief introduction has been given with respect to issues faced by The Imperial HotelLondon. This shows that there is a need of strong methods or strategies through which theseproblems can be resolved. Though management is already providing certain motivation to theiremployees but that might not be enough for them to work up to higher potential. At presentscenario, management of The Imperial Hotel is giving their employees incentives for meetinghigh standards of work so that overall productivity can be minimized. It comprises employee ofmonth and it is for all the employees of hotel i.e. £200. Instead of this, with respect to eachdepartment also it (employee of month) is also given that is £50. Along with this, staff who aswell as their contractors who meet their targets individually or in a group for continuous threemonths are also given giftvouchers of around £200 and stay within any one star hotel. Apart
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