Hotel Imperial: Crisis & TQM Solutions

This assignment analyzes the challenges faced by Hotel Imperial, such as high employee turnover, customer dissatisfaction, and intense competition. It proposes solutions centered around implementing Total Quality Management (TQM) principles to improve internal processes, employee satisfaction, and ultimately enhance customer experience. The document suggests training programs, competitive compensation, a positive work culture, and innovative strategies like new cuisines or loyalty programs to revitalize the hotel's performance.

MANAGEMENT OF IMPERIAL HOTEL
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Table of Contents
Introduction:....................................................................................................................................3
Assessment of planning:..................................................................................................................3
Assessment of core reasons:............................................................................................................4
Assessment of interconnection:.......................................................................................................5
Assessment of Theory X and Theory Y:.........................................................................................6
Assessment of Peter’s suggestion theories:.....................................................................................6
Evaluation of recommendation:.......................................................................................................8
Evaluation of Total Quality Management theory:...........................................................................8
Conclusion:......................................................................................................................................8
Reference list:................................................................................................................................10
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Introduction:
Customer satisfaction is one of the most innovative tools to achieve in this competitive place in
order to gain more financial and non-financial power in the market place. Further, quality
services from organization and that of employees would enable the enterprise to attract more and
more customer and retain them for longer period of time. The following study would elaborate
about the critical condition of the Imperial Hotel which is comprises of efficient physical and
human resource but are poor towards construction of strategic planning and utilization of
resources. The hotel is one of the major chains of international brand of UK and attracts tourist
and international customers from relevant sources. The enterprise is unable to pay attention
towards the customers in an appropriate way and that of staffs members are inefficient towards
handling the issues and managing the demands of the customers. Moreover, complete re-
modification of human resource planning and marketing platform is required for changing the
overall criticalness imperial hotel.
Assessment of planning:
In order to change the overall condition of imperial hotel, alteration in management and
leadership style is needed with quality employees and efficient managers (Batinic, 2016).
Moreover, creation of planning to support the poor condition of the hotel is mentioned below:
Understanding of customer perspective:
Since the operations of the enterprise are to provide quality services to the customers, it is
necessary for the professionals and other employees of the hotel to understand the perspective of
the customers or buyers in an appropriate way. In order to achieve this vision, understanding the
feedbacks form filled by customers or buyers would enable the enterprise to analyze or evaluate
the issues or problems of the customers (Batinic, 2016). Customer’s perspective would open all
the gates to grab the opportunities or financial benefits and overcome the issues or challenges
arising from significant sources. Complaints of customers should be dissolved rapidly and delay
in delivering services to the customers should be reduced to minimum to gain pack trust and faith
of the customers.
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Motivation techniques:
Firstly, the inefficient professional or employees should be terminated to create a positive
working environment afterwards which motivational techniques should be implemented to direct
them appropriately and keep the path of the enterprise towards positive and profitable sources
(Card, 2013). Providing financial and non-financial benefits is the primary medium to enhance
the curiosity and encouragement level of the employees or professionals and align their actions
with the betterment of the hotel. Further, proper training and coaching should be provided
regarding how to greet customers and satisfy them on personal level. This would change the poor
satisfaction level of the customers in a fruitful manner.
Survey:
Apart from guiding the customer to fill the feedback form, managers of imperial hotel should
also conduct survey after regular intervals to understand the actual requirements of the market
and perform accordingly (Card, 2013).
The above planning would enhance the guar percentage of the hotel and enhance the
performance of the imperial hotel in a fruitful manner.
Assessment of core reasons:
The reasons behind changing the management and leadership style are to keep the validity of the
enterprise active in the field of competition or challenge. Further, apart from poor performance
of the enterprise in terms of performance and credibility, following are the major reasons behind
the re-modifying the business parameters fully (Chakravarti, 2010).
Existence:
Continuation of the current performance and credibility of the imperial hotel would soon end his
run in the market place and chances of liquidation or termination of this hotel would have been
increased or enhanced. The enterprise is poor in deriving customer satisfaction and matching up
with the requirements of the market place in an appropriate manner.
Competition:
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Apart from existence, the level of competition of the market place is enhancing after every
regular intervals which keep the enterprises on their toes and demand lot more credibility and
efficiency while performing the activities and operations (Chakravarti, 2010). Strategic planning
of the hotel should be re-designed with more effectiveness and realistic approach to change the
situation and implement more stability in terms of performance and customer satisfaction.
Customer satisfaction:
While the above mentioned reasons are more beneficial for the enterprise, customer satisfaction
is necessary to gain competitive advantage and become more credible while implementing
changes of the market environment. Proper collaboration of human resource and customer
satisfaction would create most effective path for the enterprise to follow and achieve the
respective mission and vision (Doswell and Nailon, 2012).
Betterment of employees:
Employees or staff members of the enterprise expect productive training and talent development
in return of hard efforts put in for achieving the respective financial and non-financial goals or
targets. Betterment of employees is one of the moral obligations of imperial hotel proper
achievement of which would enhance the competitiveness of the enterprise in the market place.
Moreover, achieving the vision is the only core reason behind paying attention towards
customers, employees and other business parameters (Doswell and Nailon, 2012).
Assessment of interconnection:
It should be the responsibility of the enterprise to share cordial relationship with the employees
and that of customers to remain stable in long run and keep the performance of business accurate
even under critical conditions. All the goals, objectives, targets, and planning of the enterprise
should be interconnected with each other either directly or indirectly. Customer satisfaction is
interconnected with enhancement of performance of imperial hotel in the market place, while
skill development of employees is interconnected towards dissolving the queries of the
customers and other buyers in a more innovative way (Hall, 2017). Managers and supervisor of
imperial hotel should be more careful towards concluding the underneath impact of these
relationship and create strategic planning along with implementing actions accordingly.
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Further, competition is interconnected with the existence of the enterprise and pushes the limits
of the employees or professionals towards becoming more creative and credible while
performing the activities or operations. Moreover, justify goals or objectives should be created
by the supervisor of imperial hotel in future also to keep the track of the enterprise towards
positive or profitable path and remain unaffected from several unknown threats or issues. Thus,
formation of interconnection relationship is relevant for framing long-term relationship (Hall,
2017).
Assessment of Theory X and Theory Y:
Apart from the theory mentioned above, the significance of Theory X and Theory Y also
indicates the poor performance of the hotel in terms of strategic and marketing planning.
Founded by Douglas McGregor, the theory highlights the importance of motivation and
productive management and both are missing in the current organization structure of Imperial
hotel. Further, presence of theory X inside the characteristics of managers and other higher
qualified professionals of the enterprise is missing which becomes the major reason behind the
poor performance of respective employees or professionals.
Moreover, theory Y parameters are found inside the working climate of the enterprise which is
not good and misdirect the overall purpose of the organization in the market place. Thus, proper
collaboration and contribution of both the above mentioned theory is needed to enhance the
overall performance of the enterprise and achieve proper utilization of resources.
Assessment of Peter’s suggestion theories:
According to Peter Farnsworth there are multiple problems that are troubling The Imperial Hotel.
These are poor performance, high employee turnover ratio, negative working ambience, and poor
performance of the staffs. Therefore, the new general manager, Peter has come up with some
ideas that may improve the present condition of the hotel. The first problem with the hotel is its
low quality of service. The hotel has been graded the lowest of its chain and it has also been
degraded by its clients due to poor accommodation and other facilities (Hotel services directory,
2010). The poor coordination amongst the staffs and them being unable to cater properly has
only uplifted the customer dissatisfaction. In this context, the manager has thought to ambush the
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roots of the problem. According to Tajeddini (2010, p.221), a service provider is always needed
to view form a customer’s perspective to know their expectations and their demand. Therefore,
the planning of Peter is in line with the requirements. In addition to this, the plan to aware the
employees are also on the right track for the Imperial Hotel. In addition to this, it will be
necessary to train its employees. As the employee turnover ratio is high, it will be best to train
and incentivize the employees. In this way, it will be beneficial for the hotel (Hotel services
directory, 2010).
The second problem of the Imperial Hotel is high employee turnover ratio. The ratio is as much
as 80%. This problem is more to Hotel Imperial because of the fact that most of the top level
employees are leaving the hotel leading to an increase in the cost structure of the hotel. These top
level employees have been trained for years and they are at the helm of all the operations.
Therefore, this exodus is only bringing in more pain for Peter. This has also inflicted the working
condition in the hotel. As the managers are leaving the hotel, their subordinates are facing the
difficulties more and more and handling situations are becoming more problematic (Kainthola,
2012). Therefore, Peter has come up with many ideas like incentivizing its employees by
retaining them in top positions. Moreover, it will offer lucrative perquisites with pay packages to
its employees. Thereby, it is being expected that this will improve the employee retention ratio.
However, not only the managers, but also it will be the duty of the organization to train its other
employees. As per the words of Öğüt and Onur Taş (2012, p.197), from the top level to the last
ones, an organization is liable to train all of its employees because their collaboration only will
improve its overall performance.
In addition to this, the communication will be another factor that will improve the overall
scenario. It is said that employees are only as good as their managers. Therefore, the amiable
behavior of the upper level employees will usher in a friendly ambience in the working place.
The camaraderie between the high level employees, general manager and low level employees
will improve the performance of the hotel (Kainthola, 2012).
The working culture is also somewhat negative for hotel Imperial. It has been found out that
there is always immense pressure among the top level to increase the sale volume as well as the
profit margin.
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Evaluation of recommendation:
There are several ideas and suggestion has been put forth by the general manager if hotel
Imperial, Peter Farnsworth. However, there are some other problems which are associated within
the culture of the hotel and these are needed to be uprooted. It has been seen that the top level of
organization is always in high pressure to increase the financial performance. Here, a single point
that is to be noticed that there are hotels alike Imperial in London, for which the organization is
losing its customers (Mattila, 2014). In addition to this, another factor is the high employee
turnover ratio. The employees are leaving hotel Imperial because there are other opportunities in
the market and there offers are better than that of Imperial. Therefore, the first point or
recommendation will be to present the hotel in new avatar to its customers, it can be through
decorations, offering new packages and innovating new ideas that will improve the current
scenario. However, it will only depend upon efficient marketing. It can come up with new
cuisines and even come up with some cultural program to its customers (Nonveiller, Pervan and
Gvozdanović, 2010) .
Evaluation of Total Quality Management theory:
Thus, the implementation of Total Quality Management theory (TQM) would enable the
enterprise to enhance the parameters of working environment and perform collectively towards
achieving the respective objectives and goals. With the execution of above mentioned theory, it
would be possible for managers and other professionals of the enterprise to improve the
respective processes, products, and other services to gain more satisfaction and manage the
queries of internal employees properly. Moreover, TQM ensures long term satisfaction of the
customers and increase the involvement and engagement of the respective employees or
professionals in an appropriate manner. Thus, for achieving consistency in terms of performance
and credibility and enhancing the overall outcome of integrated system, implementation and
execution of TQM tool is necessary and relevant.
Conclusion:
In the above, it has been found out that hotel Imperial is having many problems with leaving
employees, customer dissatisfaction, high competition and many more. Therefore, its general
manager, Peter Farnsworth has come up with ideas that will change the whole scenario. It has
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been planned to train the employees and retain them with high pay packages and incentives. In
addition to this, friendly working culture and proper management of the whole scenario with
justifiable approach will improve financial performance of the hotel (Woods, 2013). Apart from
this, the hotel an also look forward to usher in new ideas like introducing new cuisines or even
loyal cards as per its promotional activities. Moreover, it would be ideal if it come up with a
flexible work time schedule for its employees which will improve the employee retention ratio
(Woods, 2013).
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Reference list:
Batinic, I. (2016). Hotel management and quality of hotel services. Journal of Process
Management. New Technologies, 4(1), pp.25-29.
Card, B. (2013). Hospital Services Form Public Image. Cornell Hotel and Restaurant
Administration Quarterly, 14(1), pp.64-71.
Chakravarti, B. (2010). Hotel management. 1st ed. New Delhi: A.P.H. Pub. Corp.
Doswell, R. and Nailon, P. (2012). Further case studies in hotel management. 1st ed. London:
Barrie & Jenkins.
Hall, C. (2017). Globalization strategy in the hotel industry. Journal of Retailing and Consumer
Services, 4(3), pp.219-220.
Hotel services directory. (2010). 1st ed. Luton: Whitbread Hotel Co.
Kainthola, V. (2012). Principles of hotel management. 1st ed. Chandni Chowk, Delhi [India]:
Global Media.
Mattila, A. (2014). Consumer's Value Judgments: How Business Travelers As Evaluate Luxury-
hotel Services. Cornell Hotel and Restaurant Administration Quarterly, 40(1), pp.40-46.
Nonveiller, V., Pervan, M. and Gvozdanović, R. (2010). English for catering and hotel services.
1st ed. Zagreb: Š kolska knjiga.
Öğüt, H. and Onur Taş, B.K., (2012). The influence of internet customer reviews on the online
sales and prices in hotel industry. The Service Industries Journal, 32(2), pp.197-214.
Tajeddini, K., (2010). Effect of customer orientation and entrepreneurial orientation on
innovativeness: Evidence from the hotel industry in Switzerland. Tourism Management, 31(2),
pp.221-231.
Woods, R. (2013). Book Review: Managing Services: Marketing, Operations, and Human
Resources. Cornell Hotel and Restaurant Administration Quarterly, 29(3), pp.94-94.
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