Imperial Hotel Case Study - Front of House Staff and IT Systems

Running head: IMPERIAL HOTEL CASE STUDY
Imperial Hotel Case Study
Name of the Student
Name of the University
Author Note

1IMPERIAL HOTEL CASE STUDY
Table of Contents
Introduction......................................................................................................................................2
Analysis of the individual problem..............................................................................................2
Problem 5: Front of house staff – poor team working and inefficient use of IT systems
including the reservation and property management systems.................................................2
Conclusion.......................................................................................................................................6
Bibliography....................................................................................................................................7
Appendix........................................................................................................................................10

2IMPERIAL HOTEL CASE STUDY
Introduction
The following report is about the Imperial Hotel situated in London, United Kingdom.
Located in the heart of London’s West End, this hotel was managed and owned by an
internationally acclaimed chain of hotels called the Star Hotels. Star Hotels already have the
responsibility of managing over 25 hotels all over United Kingdom. However, recently there
have been reports of customer dissatisfaction lately in the Imperial Hotels. Therefore, as per the
instructions of the newly appointed General Manager, Peter Fansworth, all the problems have
been scrutinized to be categorized under six groups according to the type of the problem.
Following report would consist of the analysis of these six categorized problems to materialize
the reasons behind the sudden decline in the customer satisfaction and the overall ratings of the
hotel. The General Manager had implemented the strategy to make the problems be identified in
the first place and categorized. Then it would be resolved with the suggestions offered. The
analysis of these problems would be justified in the following report by commenting on the
suggestions that has been made by the General Manager Peter Fansworth. The different problems
will be investigated individually and the proposals to resolve the problems would be prioritized
based on the analysis.
Analysis of the individual problem
Problem 5: Front of house staff – poor team working and inefficient use of IT systems
including the reservation and property management systems
The front house staffs, that is, the reception has the pivotal role in the interaction with the
guests offering services and providing supporting to the guests. It was found that there has been

3IMPERIAL HOTEL CASE STUDY
extreme discontinuity in providing services to the guests because the reception was not available
at all times of the day, which is ideally important to implement. Then again all the staff members
of the hotel need to be updated about the information of the guests, which was also not explained
enough. This resulted in discontinuity in the customer services as well. The results of this
miscommunication and mismanagement in services have resulted in the faulty billing of the
customer’s stay in the hotel. Some of the primary staff of the Reception has been in constant
conflict with the members of the other departments after there has been reporting of various false
complaints being lodged on the formers by the guests. Housekeeping staff have been provided
with an incorrect or outdated data on room availability. Even there was wrong information on the
staying of any hotel guest. Reception could not inform correctly the Housekeeping about early
and late arrivals and as a result rooms have not been cleaned in time with guests. Subsequently,
the guests had to wait for long periods to get their room keys. It was also known to the HOD of
Front office and reception about the conflict issue of this department as well as the conflict of the
other departments. The operations and management with regards to the reservation and property
management have also been proved to be of a low grade, therefore, the ratings of the hotel can be
justifiable to be drooping down. The problem would further double into causing further problems
in the hotel and identifies with the problems in the other categorized problems as well. The
problem had been analyzed by the strategy of implementing customer surveys based on the guest
cards completed by the customers themselves. In these surveys, the customers are provided with
a guest card that is to be filled by them according to the experiences they have had in the hotel
regarding the facilities of the hotel and the services they have received by the staff of the hotels.
The next problem that has been categorized in this group has been the staff turnover that has
been a matter that would bother the hotel industry altogether. The staff turnover has been