Improving Guest Satisfaction in Imperial Hotel: A Management Analysis

Running Head: IMPERIAL HOTEL 0
imperial hotel
JULY 13, 2018

IMPERIAL HOTEL 1
Contents
Introduction................................................................................................2
Analysis of the problem.............................................................................3
Management theories..............................................................................4
Study of the Management styles.............................................................5
The contribution of HRM to organisational performance.......................6
TQM in the hotel industry.......................................................................6
Organisational structure affects the performance and productivity........7
Motivation...............................................................................................8
Conclusion..................................................................................................8
References............................................................................................10

IMPERIAL HOTEL 2
Introduction
Every industry operates in the business environment faces some issues and challenges in their
operations and smooth functioning in the market. The case study mentions about The
Imperial Hotel, London, a 500-bedroom hotel, a part of the well-known international branded
chain of hotels, a 4-star market hotel, operating 25 hotels in the UK. The Imperial Hotel is
located in the heart of the London's West End, which mainly caters and fulfils the needs of
tourists for the higher services. The hotel provides many facilities and meets the expectations
of their customers and tourists and other business guests. Besides, the magnificent and the
luxurious facilities of the hotel, Peter Farnsworth the general manager of the hotel analyses
that there were certain operational, management, and business-related problems emerging in
the hotel. In order to resolve these problems, the manager undertakes to devise a plan or
strategy to resolve such conflicting situations, which may disturb the management of the
hotel and affect the overall profitability. The plans include the identification of the top six
problems in the hotel and amongst them; the problem highlighted in the context is ‘POOR
GUEST SATISFACTION’ (Rentokil, 2018).
The poor guest satisfaction relates to the problems faced by the tourist’s guest in the hotel,
which includes the check-in and checkout related problems. In addition, the other problems
faced were the poor quality of the rooms, cleanliness issues, also the staff quality was also
poor and their unhealthy behaviour towards their guests and customers. The critical
challenges of the customer who arrive at the hotel had to wait in queues overcharged or
incorrect maintenance of their billing system, and the technical issues was another major
concern (Business management ideas, 2018).

IMPERIAL HOTEL 3
Analysis of the problem
According to the general manager, Peter Farnsworth there is some solution to resolve the
problems identified in the hotel. Firstly, the problems in the hotel should be analysed properly
from the perspective of their customers, then making their staff and employees aware of the
customer expectations, and then training them to effectively implement changes in their
working so as to ensure higher productivity and a positive feedback from them (Tech Target,
2018).
As per the grading or the benchmarking system of the hotel, the hotel ranked as the lowest in
the star chain in terms of the customer satisfaction. Every hotel in the star chain consists of
the company conducting a Guest Satisfaction Survey (GSS), which mainly deals with the
review and feedback of the guests regarding the facilities provided by the hotel. They
reported certain issues and problems, which led to the poor guest satisfaction. Poor guest
satisfaction relates to the most regularly received complaints regarding checking in and
checking out, quality of the rooms, technical and operational issues in the hotel. These
problems if not handled on time may lead to the losses in the end and reduce productivity.
The solutions to resolve such problems and bring efficiency in the operations of the hotel
include putting management theory into practice, effectively implementing the leadership
styles in the working of the organisation. The management theories implemented in the
organisation to increase organisational efficiency and productivity for a better outcome and
service quality (Cole and Kelly, 2011).
Management theories
Management is both art and science, of getting work done by the people. The management
theories apply to every organisation and their working is often influenced by using these
theories and practices, depending on the nature of the organisation and their objectives. They