Imperial Hotel London Productivity Improvement

The Imperial Hotel London faces challenges due to poor team coordination and inefficient use of Information Technology systems. By applying Henri Fayol's Management Theory principles, the hotel can improve productivity. The leadership style can be enhanced through the Contingency theory, leading to increased worker efficiency.

Imperial Hotel London
Report

Table of Contents
INTRODUCTION...........................................................................................................................1
TASKS.............................................................................................................................................1
Problem 4: Front of house staff (Reception, Conference & Banqueting, and Restaurant & Bars) 1
1. The problem likely cause from management and operations perspective..............................1
2. Three Point plan for resolving the problem of Front house staff............................................2
3. Management and operations theories and principles..............................................................3
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
The Imperial Hotel is situated on the east side of Russell Square in London. It is the branch of
Imperial Hotels London. The original building was infrastructure by Charles Fitzroy Doll. The
Imperial Hotel was built between the year 1905 and 1911. It was destroyed in 1966 and replaced
with a new building of the same name. The Imperial hotel building shares the Lodge with the
President Hotel. The other hotels in the Imperial network are President, Bedford, Tavistock,
Royal National, Morton and County, all situated on nearby streets of the London.
The Imperial Hotel case study report will outline the Problem number 4 of Front of house
staff including Reception, Conference & Banqueting, and Restaurant & Bars. The problem is of
poor team working and inefficient use of IT systems including the reservation and property
management systems. The Report will outline that problem cause is arisen from management and
operations perspective in Imperial Hotel. Further the report will outline the 3 point plan for
resolving the problem. Lastly the Imperial Hotel case study report will explain the Management
and operations theories and principles.
Marketing management
Marketing management refers to the process of developing strategies and planning for product or
services, advertising, promotions, sales to reach desired customer segment and to satisfy the
customer need in order to increase profitability in an organisation.
TASKS
Problem 4: Front of house staff (Reception, Conference & Banqueting, and Restaurant &
Bars)
1. The problem likely cause from management and operations perspective
About the problem- Poor team working and inefficient use of IT systems including the
reservation and property management systems in Imperial Hotel in London.
Cause of problem: The cause of problem is likely to be origin from management and operations
perspective in the Imperial Hotel. The 4 other problems are also based on front of house staff
problem. The role of the front of house staff mainly in the Reception, It has a crucial customer-
facing role in offering services and giving support to guests in Imperial Hotel London. The other
departments including the kitchen, restaurants and conferencing are dependent on Reception for
guest numbers and data (Yağar and Dökme, 2017). Reception staff of Imperial Hotel London
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have been in conflict with the other Departments after number of complaints arise about the
wrong data and inaccurate information being provided by the Reception staff. The Housekeeping
department of Imperial hotel have been given wrong and out-of-date data on room availability.
This lead to create the problem number 5 which is unbalanced kitchen maintenance through poor
operating and control procedures in place with stock being regularly pilfered and evidence of
staff not meeting basic Standard Operating Procedures (SOPS) resulting in unusually high
operating costs of Imperial Hotel London (Tri, T.C. 2016). The Reception have been failed to
inform Housekeeping about early and late arrivals of the guests and subsequently rooms have not
been cleaned on time which makes the guests suffered, they have to wait for long interval to get
their room keys. This combines with the complaints from guests that Reception staff are abrupt
and even impolite in dealing with the most basic request of the Guests in Imperial Hotel. This
lead to create the problem number 1 which is Poor guest satisfaction. The reception staff fails to
provide the proper data on numbers of guests arrival for meetings and conferences
(Schlegelmilch, 2016). This leads to create disputes among Reception staff and conference &
banqueting staff of Imperial Hotel London. The Reception Department has become somewhat
dysfunctional and this leads to create problem number 2 and 3 which results in 80% of the staff
leaving within the year and negative work culture amongst the staff can be seen with high levels
of sick leave and poor attendance.
2. Three Point plan for resolving the problem of Front house staff
 Evaluating individual performance- In order to resolve the problems in Imperial Hotel
London, the head of Imperial Hotel needs to evaluate the individual performance of staff
in terms of their performance. The evaluation is being done on the basis of overall
efficiency and productivity of the Staffs on the individual ground in the Imperial Hotel
London (Melton, Damron and Vernon, 2017). After the evaluation the head needs to find
the ways through which improvement is being done in order to increase the efficiency
level in receptionist staff. It will help to improve the quality of services in the Imperial
Hotel London.
 Training and development- The development programs need to be conducted in order to
improve the coordination among the Hotel staff and a team-based approach is being used
to manage the staff. The training is need to be conducted in order to improve the use of
Information Technology systems which is Property management system (PMS) in
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Imperial hotel. The personal training is being given to each staff member through
conducting training sessions, seminars, induction programs and through arranging digital
classes in which training is being given on digitalized monitor about the proper use of
Property management system (Handayani, 2018). It will help to increase operational
efficiency and productivity among the staff members in order to make the Imperial hotel
financially sustainable.
 Incentives Schemes- There is need to launch incentives schemes in Imperial Hotel
London. The rewards and benefit is being offered for good performance of staff on the
individual basis. The number of incentive schemes is being offered like salary increment,
occasional bonuses, fringe benefits and insurance benefits to encourage the staff in order
to meet excellent standards of work and to improve the productivity of Imperial Hotel
(Murtiningsih, 2017). This will also help to boost the employee's morale in Imperial
Hotel London.
3. Management and operations theories and principles.
Henri Fayol Management Theory and principles- The Henri Fayol theory is consisted of
Planning, organizing, commanding, coordinating and controlling. In Planning proper plan and
schedule has being made to look-after the staff management in the Imperial Hotel London. In
organising the staff works in organised form in the hotel. The professional behaviour is being
shown by the employees. In commanding proper command is being given to staff about their job
responsibilities and duties in Imperial Hotel London. In coordinating the staff will maintain
coordination and cooperative nature while working in the Imperial Hotel premises. The staff will
show supportive behaviour among each other in order to increase overall productivity in Imperial
Hotel London (14 Principles of Management (Fayol), 2016). In controlling the manager of
Imperial Hotel will evaluate and ensure that personnel follow management's commands. Through
applying the management principles of Henri Fayol in Imperial Hotel London the overall
productivity and efficiency of Hotel staff will be improved. It will also helpful to increase the
employee's morale in the imperial Hotel London.
Division of Work- Through division principal of Henri Fayol the work will be divided properly
among the employees. The roles, duties and responsibility is being assigned to employees on the
individual basis. The task will be explained clearly and direction will be given by the manager to
each staff so that there will be proper management is being done of the work among the staff
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members and there will be fewer chances of confusion and miss-conduct of job responsibility
among the staff members.
Authority and Responsibility- Managers will be given authority separately to look after the
each department and they will assign the responsibility to control the miss-managed staff in
Imperial Hotel London.
Discipline- The proper discipline will be maintain in Imperial Hotel London while performing
the job responsibility. The employees will show obedience behaviour towards their department
heads. The employees will consider the core values, mission and vision of the Imperial Hotel
London.
Unity of Command- The managers of Imperial Hotel will proper command the employees and
clear orders will be given and provided to each staff for maintaining coordination among the
management (Wicaksana, 2018). The orders will be given separately to the employees in
accordance with their job responsibilities.
Unity of Direction- The clear instructions will be given in one direction to the staff members
together in order to achieve the organisational objectives and goals of Imperial hotel London.
Remuneration- The remuneration should be given to the employees of Imperial hotel London
on timely basis. Fair salary and salary increment will be given to employees because through this
employees moral will get boosted and they will tend to work in more efficient and effective
manner (Gouveia, 2016). They will work at their optimal level and eventually the company's
output will get increased.
Scalar Chain- The Imperial Hotel London will follow the hierarchy management principle of
Henri Fayol which states that there should be a clear line in the area of authority from top to
bottom and all managers at all levels in Imperial Hotel London (Sirén, 2017). This will be
helpful to decrease the miss-conduct of management and to avoid problems and issues among the
various departments in the Hotel premises.
Esprit de Corps- The workers and staff of Imperial Hotel London will work as a team and they
going to believe on Henri Fayol principle of Esprit de Crops which says together is always
better. Preforming together every job responsibility in the Hotel will give more outcomes in
terms of Imperial Hotel productivity.
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Operation Theory
Operations management theory consist of certain responsibilities. It includes the responsibility of
ensuring the business operates efficiently and in effective manner with minimum utilization of
resources. The operational theory is necessary in order to meet the customers requirements.
Operational management is based on People skills, creativity, rational analysis and technological
knowledge within an organisation.
Contingency Theory
A contingency theory of Fiedler refers to an organizational theory which claims that there is no
best way to organize a corporation or to lead a company and to make decisions. The optimal
course of action is contingent upon the internal and external situation of the Business.
 Leadership Style- The Fiedler Contingency theory of leadership style depends on two
dimensions first one is task-oriented and second one is human-relations oriented. The
task-oriented leadership style is mainly concerned with the task performance and the
accomplishment of the business goals.
Through following this leadership style the Imperial Hotel London management staff gets
satisfied with the accomplishment of their task performance. The manager of the Imperial hotel
should put concern with the human relations. The manger of Imperial Hotel should put more
emphasis on developing the interpersonal relationship with the hotel staff in order to understand
their problems and solving their queries.
 Situational Variables: The situational variables evaluate the situational factors that
influence the effectiveness of the leadership styles. The Fiedler analyse three critical
dimensions in its Contingent theory which are the Leader’s Position Power, Task
Structure and Leader-member relations.
The Imperial Hotel London should consider these three dimension in order to increase overall
productivity and efficiency in their business. It should be insure by the mangers of the Imperial
Hotel that they do not misuse their position and power while supervising the work culture of
workers and the staff in the Hotel (Fiedler’s Contingency Model, 2017). They should clearly
mention all tasks and duties to the workers in order to avoid the miss-conduct and confusion
among the various departments of the Imperial Hotel London. The supervisor should built
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healthy relations with their employees so that workers feels free to discuss any query or problem
related to their work.
 Relation Between Styles and Situations: The last dimensions of Fiedler's Contingency
Theory talks about the relationship between the situation and the rightness of leadership
style.
The Imperial Hotel London leadership effectiveness will improve through this theory and the
overall efficiency of the Imperial Hotel got increased. This will lead towards profitability.
CONCLUSION
The conclusion is being drawn from the Imperial Hotel London Report that based on fourth
problem which is the miss-management in Front of house staff including Reception, Conference
& Banqueting, and Restaurant & Bars. The reason behind this problem is that there is poor team
coordination and inefficient use of Information Technology systems including the reservation
and property management systems in the Imperial Hotel London. This report concludes that by
applying the Henri Fayol Management Theory and principles the Imperial Hotel London can
improve and enhance its productivity and through the Contingency theory the leaderships styles
can be improved, this will helpful in increasing efficiency of the workers in Imperial Hotel
London.
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REFERENCES
Books and Journals
Tri, T.C. 2016. Brand Indentity Prolem based on Customer Percive: A Casestudy of
MrBachKhoa.
Melton, A., Damron, T. and Vernon, J. 2017. A Marketing Strategy from Corporate Social
Responsibility: Lessons from Unilever and Coca-Cola Enterprises.
Schlegelmilch, B.B.,2016. Global Marketing Ethics and CSR. In Global Marketing Strategy (pp.
195-220). Springer, Cham.
Handayani, W. 2018, August. The Influence of Service Quality As A To Total of Quality
Management (Study In Badan Pertanahan Nasional Office Yogyakarta). In
PROCEEDING ICTESS (Internasional Conference on Technology, Education and
Social Sciences).
Yağar, F. and Dökme, S. 2017. Evaluation of factors affecting drug choice of physicians.
International Journal of Health Management and Tourism, 2(1), pp.62-19.
Gouveia, C.I.D.S. 2016. Marketing nas organizações culturais (Master's thesis, FEUC).
Murtiningsih, D. 2017. Pengaruh Social Media Marketing, Brand Equity, Brand Trust Terhadap
Brand Loyalty (Studi Pada Perguruan Tinggi Swasta Di Jakarta) (Doctoral dissertation,
Universitas Brawijaya).
De Martino, M. 2016. Strategie di Marketing, il Ruolo dello Storytelling dalla nascita ai Canali
Digitali odierni.
Ribeiro, N. 2015. A influência das redes sociais no marketing relacional: as PME´ s em
Portugal (Doctoral dissertation).
Dimayanti, A. 2018. Pengaruh Konten Post Pada Media Sosial Instagram Terhadap Citra
Merek Harvest Queen Hydroponic (Doctoral dissertation, Universitas Brawijaya).
Wicaksana, C. 2018. Penentuan Strategi Pemasaran Produk JAB MILK dengan Pendekatan
Bauran Pemasaran (Doctoral dissertation, Universitas Brawijaya).
Sirén, A.,2017. What to Gain from Trade Show Information-an Empirical Study.
Online
Fiedler’s Contingency Model, 2017 [Online] Available through: <
https://businessjargons.com/fiedlers-contingency-model.html >
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14 Principles of Management (Fayol), 2016 [Online] Available through:
<https://www.toolshero.com/management/14-principles-of-management/ >
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