This report analyzes the challenges faced by Imperial Hotel, London, specifically focusing on the issue of poor customer satisfaction. It delves into the root causes, including inadequate staff training, ineffective leadership, and a lack of teamwork. The report then provides actionable recommendations to address these issues, emphasizing the importance of customer-centric strategies, employee development, and the implementation of Total Quality Management (TQM) principles. By addressing these concerns, Imperial Hotel can improve its customer experience, enhance its brand image, and achieve sustainable growth in the competitive hospitality industry.