Imperial Hotel Case Study 2022

Running head: IMPERIAL HOTEL CASE STUDY
IMPERIAL HOTEL CASE STUDY
Name of the Student
Name of the University
Author Note

IMPERIAL HOTEL CASE STUDY1
Introduction
The problem which has been selected for the purpose of the planning and associated
problem solving can be mentioned to be the problem connected with the poor organizational
culture. Although the hotel is a comparatively large hotel, the associated issues in the hotel lead
to high employee turnover and poor attendance (Bratton and Gold 2017). The main factor
which contributes to such a culture of the enterprise can be understood to be the toxic target
oriented culture (Alvesson and Sveningsson 2015). The luxury industry is a piece of art and it
can be mentioned here that in a case where the employees will be pressurized, the performance
shall go down. When the management of the hotel will be pressurizing the different employees to
work adequately well and not consider their associated problems, it is understood that even the
employees will lose out interests and in association with this, their attendance, their productivity
and the retention rates get affected (Brewster et al. 2016). This is the case for the hotel whereby
the negative culture and the poor guest measurement practices have brought considerate
dissatisfaction amongst the different employees.
Moreover, the management does not engage in supporting any performers and hence, due
to this lack of engagement and motivation the individuals working in the organization are not
willing to perform well and give their best (Chang 2016). Moreover, the female employees and
low earning personnel have other commitments due to which they often skip out their shifts and
request their colleagues to undertake the shifts. In consideration with this, it can be mentioned
that the supervisors are not motivated to perform due to poor performance management and
therefore, there does not exist adequate staff to look after the lower level employees (Conrad,
Ghosh and Isaacson 2015). The aim of the report is to critically analyze the issue being faced by
the hotel, link it to other associated theories and problems along with the examination of the
problem using various theories and frameworks.
Discussion and analysis
Causes
The poor work place culture along with the high retention is a result of the following
aspects:

IMPERIAL HOTEL CASE STUDY2
 Toxic work culture: The work culture of the enterprise can be taken to be very toxic. The
employees are not motivated to undertake responsibilities and are instead penalized for
no fault of theirs. This leads to a sense of resentment amongst them.
 Authoritative leadership: The leadership style as followed by the management can be
agreed to be the authoritative leadership style whereby the leader tends to just give orders
and not consider the plight of the employees.
 Long working hours: As the hotel operations 24*7 and all around the year, it can be
stated that the shift timings are very high and the managers often extend the shifts of the
employees which leads to extended leaves.
 Poor performance reviews: As the guest rating is linked to the performance of the
employees and their appraisal, the system under which this rating is carried out can be
considered to be quite poor. In this context, it can be agreed to it that, the guest review is
a result of high prices and hotel infrastructure. Only a minor percentage of the Guest
satisfaction surveys are linked to the employee treatment and due to the other reasons, the
employees get paid rest which further rages the workplace employees.
 Cultural crash: There can be observed that there exists a cultural clash with various
employees who are Non-Spanish with the Spanish employees. Moreover, when the
management declares that it is the Spanish employees who are performing well, the
resentment amongst the Non Spanish employees increase and they blame the firm for this
injustice to them which further spoils the productivity of the enterprise.
Linking to the other problems and theories
The problem 3 which has been selected for the study can be linked to the other problems
in the following manner:
 Poor satisfaction: The reason why the work culture is toxic and the turnover rate is high is
because the satisfaction of the guests can be taken to be very low. In this context, it can
be explained that, as the guests are not satisfied, their ratings of the hotel are
considerably low and this is leading to the dissatisfaction and poor performance
appraisals, which can also be taken to be a poor decision making on the side of the
management (Driskill 2018).