Management Assignment - IMPERIAL HOTEL CASE
Added on 2020-11-12
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IMPERIAL HOTEL CASE
Table of ContentsINTRODUCTION...........................................................................................................................3ANALYSIS THE PROBLEM OF POOR GUEST SATISFACTION............................................3CONCLUSION ...............................................................................................................................7REFERENCES................................................................................................................................9
INTRODUCTIONManagement is the process of planning , staffing, coordination, controlling and directionwithin an organization. Hotel imperial is a four star hotel which is based in UK . Main purpose ofhotel is to provide the best hospitality to the tourists and expand the business of the hotel oninternational level .This file discuses s about the staff turnover problem in the imperial hotel thatwhat will be the problem behind the poor guest satisfaction why all the guest of the hotel are notsatisfied with hospitality of the hotel like poor room facilities and all the other factor, what willthe reason behind reception staff being rude and aggressive with the guests, what will be thebehind high staff turnover with 80% of the staff leaving within one year, why negative workculture among the staff and what is the cause of all the staff members are taking the leaves andwhat is the reason behind their poor attendance, these all factors plays a big role of poor guestsatisfactionWhat was the factors behind ineffective leadership and management by previous head ofthe department and supervisory staff including poor monitoring and control procedures which arepromoting the poor guest satisfaction, what was the reason behind the poor team work of front ofhouse staff (reception, conference, banqueting and restaurant and bars) and ineffective use of ITto accomplish different tasks, and including what will be the reason behind back ofhousekeeping staff, poor operating and control procedures in place stock being regularly pilferedand evidence not meeting basics standard operating procedures resulting in unusually highoperating cost which affect the problem of poor guest satisfaction. Main purpose of this casestudy 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 guestsatisfaction will not arise(Lambrechts, and et.al., 2018).ANALYSIS THE PROBLEM OF POOR GUEST SATISFACTIONImperial Hotel is one of the big leading company in UK and because this hotel isproviding 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 issueswhich are related to poor guest satisfaction from high staff turnover which is promoting theproblem of poor guest satisfaction, that is Housekeeping and other accommodation facility. In
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