Radisson Hotel: Consultancy Project Proposal for Employee Skills

This project proposal, submitted by a student, outlines a consultancy plan aimed at improving employee skills and addressing management challenges at the Radisson Hotel in London. The proposal identifies issues such as lack of training, unfair treatment of staff, poor morale, and inadequate employment contracts. It suggests a four-phase implementation plan spanning four months, focusing on recruitment and selection, training programs, a new reward system, and revised employment contracts. The project includes detailed timelines, responsibilities, and associated costs, with the goal of increasing employee satisfaction, reducing turnover, and improving overall business performance. The proposal emphasizes the importance of fair treatment, employee involvement, and effective management practices to enhance customer service and competitiveness. Furthermore, the project addresses external factors such as increased competition and customer expectations, offering a comprehensive strategy for organizational improvement.

CONSULTANCY PROJECT
PROPOSAL
PROPOSAL TO ASSIST IN IMPROVING
EMPLOYEE'S SKILLS IN MARRIOTT
HOTEL
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To Director of Radisson Hotel
London
10/04/2017
Dear Sir
My name is Danut Huma and I work for a large Consultancy Company. We have made
several researches on your hotel and we have understood that there are internal problems with
the management. The management does not provide training to the new employees as they
promise from the beginning. They also treat the staff from operational levels as low and make
them feel unimportant. Team members are also not helping staff at all and they supervise closely.
The managers and supervisors must treat all employees equally and fairly. The staff receive
constant criticism and no constructive feedback. This had lead to a poor staff morale and high
labour turnover.
Furthermore there will be required changes to the hours of work on the different types of
contracts like on zero contracts in which the staff do not know how much they will work or how
much they will get paid. Rotas are also not made right by the management and they are
unbalanced and inconsistent. For example in a week an employee can work only 1 day or work
for seven days. All departments are short staffed and with high labour turnover means that only
few people are sufficiently trained. There is a lot of workload and increased level of stress on the
operational staff. The managerial system does not work effectively.
All these internal issues are affecting the whole business including the customers who are
dissatisfied with the services and products received. In the external environment the situation is
not good also. There is an increased competition from the other hotels that have more qualified
staff and provide better services and experiences. The hotel is required to revise its internal
policies and improve the customer service policies. Customers must get the promised services as
they pay higher rates to stay in the hotel. Revising the hotel's policies and making some changes
in its operation policies and procedures will increase not only customer satisfaction but also
employee satisfaction and engagement.
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The objectives of and key activities of the proposal suggested by myself are as follows:
1. recruitment and selection of new staff;
2. training to the existing and new staff;
3. design a new reward system;
4. make new contracts which include clear roles, responsibilities, hours of work and pay.
In order to achieve these objectives and reduce stress, workload the management of
Radisson hotel must make certain changes including the design a new reward system, provide
training, recruit new staff, and make new contracts which will clearly state the employment
conditions. This proposal can be implemented in 4 months and will have 4 phases. For each
phase will be allocated one month. After will be completed the period of 4 months will be made
evaluations and analyzed the situation, also compared it with the situation and results from
before starting the changes.
Below is detailed the timeframe which I consider appropriate for addressing all the
existing issues from the hotel. I consider that it is essential to increase the knowledge, skills and
commitment of the operational staff to achieve business efficiency and performance. Promoting
employees involvement ion work practices will also help in achieving job satisfaction and reduce
turnover. The management must also treat all employees fair and equal no matter their job role.
Activity: Month 1 (15
April 2017 -
15 May
2017)
Month 2 (16
May 2017 -
16 June
2017)
Month 3 (17
June 2017 -
17 July
2017)
Month 4
(18 July
2017 - 18
August
2017)
Responsibilities:
Phase 1:
recruitment
and selection
of new staff
Manager
Consultant
Phase 2:
training to the
existing and
new staff
Consultant
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Phase 3:
design a new
reward system
Consultant
Phase 4: make
new
employment
contracts
Manager
Consultant
I will work with the manager of Radisson hotel during all this time and provide him
details of each phase. I will also need him to help me in conducting recruitment and selection of
new staff which will suit the needs of the hotel. The training program will be designed and
implemented by myself together with other consultants from our company, the reward system
will be designed by my colleagues who are specialist in this field, and I will work with the
manager of the hotel to prepare new contracts of employment. I will also assist the managers and
supervisors in making effective rotas for staff.
The costs for this proposal are £20.000 for the whole period. This includes also training
and the use of other specialists from our consulting company. The payment must be done in full
with 10 days prior to the start date. We will be responsible to bring specialist individuals to
ensure that the services provided are at the required standards and in conformity with your
requirements. I will ensure that all the arrangements are in place and that the manager of the
hotel will be informed constantly of all the results and achievements. The information on
employees will be kept confidential and will not be used for any other purposes than for solving
the issues in the hotel and find the best solutions.
In case that you have any additional questions or enquiries about our services please feel
free to contact me. I will be waiting for a positive answer and hope we can start our collaboration
as soon as possible.
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1) Cause and effects of managerial challenges within hospitality sector.
The basic objective of each hotel industry is to gaining attention of large number of
customers through providing high beneficial services to their potential buyers, they are more
focused on rendering high quality services to them with addition of new and advance features in
it. Large number of customers are attract towards high quality goods and services rather than
cheap prices. So many hotel industries are concern on gaining attention of customers through
giving high quality services in very less price. It is not easy to manage all activities in hotel
industry (Allison and Kaye, 2011). Running a hotel is most difficult job and this also a most
rewarding experience and duty. Managers plays most effective role in hotel industry by work
on multiple issues and channels, there are so may conflicts that are faced by hotel firm in order to
reaching at higher position at market place. Some obstacles are describes as below:
High Competition: In today's scenario hotel industry can be considered as the most blooming
business, large number of people are attracted towards these type of firms and putting their
significant efforts in order to grow in the similar sector. A popular company helps in generating
high range of profit and revenue by offering their products and services to the customers how are
willing to taking advantage of offered services and products of firm. Travel and tourism are
widely focused on growing their business activities in a big geographical area and they keeps on
developing every year. Visitors and travelers are always look for most suitable accommodation
and food. In this business competition is very high due to high demand in accommodation and
food products. Hotel firms are gaining growth and success by providing most comfortable and
suitable services to visitors who are going to visit any place as per their own interest. Most of the
big hotel industries are cited at the place where large number of travelers are going for spending
their holidays. In this sector high competition is the major challenge and hotel firms are
implementing various effective strategies in order to attaining higher competitive advantage at
market place for giving high competition to their competitors. In respect of maintaining high
competition or profits existing or new competitors could effectively decrease rates and offer
most conveniences amenities and services or importantly enlarge, develop and introduce new
and effective products and services at market place .
Improper marketing efforts: Each hotel industry is focused on adopting most significant
marketing strategies in order to creating better awareness among public about their offered goods
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and services. Customers are mainly attracted on effective services which are more better as
compared to other competitors or industries, so each firm is concern on implementing their
business activities according to the most innovative tools and techniques. In today's modern
scenario mostly hotel firms are using online facility in respect of providing proper knowledge to
their clients and customers, this also helps in giving a detailed information about hotel
accommodation, food and other services. They also provide offers and vouchers to their
potential customers through offering high quality services in very less price. Poor marketing
efforts may leads the firm towards decrease in sale and brand equity. Various hotel firms are
adopting new tools which are helpful in enhancing productivity of firm and giving advance
facilities to their customers and clients. Radission Hotel is using online facilities to their
customers which is most effective in advance booking of accommodation as per their own choice
and location. This also make easy for customers to make payment in most effective and easy way
(American Music Therapy Association, 2013).
Energy management difficulties: In today's scenario mostly hotel firms are spending in
renewable and eco friendlily equipments and resources which is helpful in improving the overall
profit margin of hotel. Large number of clients and customers are prefer to accommodate
themselves in most comfortable eco friendly environment in respect of gaining more satisfaction
and comfort rather than any ordinary hotel facility. Radission hotel prefer high quality eco
friendly resources in their firm in order to better attainment of customers who are interested to
taking benefits of offered services of cited organisation. Eco friendly equipments helps in
reducing the electricity prices and high pressure of carbon emission that may positively impact
on saving energy for firm, this is most beneficial for organisational growth and success as
compared to their competitors.
Poor customers satisfaction: Mostly hotel firms are focused on satisfying the needs and wants of
customers who are rapidly using the offered services of firm. It is the fundamental duty of any
services organisation is to render high quality services and products to their customers in order to
satisfying their basic needs and wants as per their own preferences. If firm once get a bad
recognition in their locality, area, city , than it is difficult for firm to gain good position at market
place (Baaij, 2013). There is huge competition available at market place, so customers are
having vast area of choices, if clients are not satisfied with the offered services of firm than they
can easily switch to the other service firm or industry. As a most popular hotel firm Radission is
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more focused on rendering most comfortable accommodation and high quality food products to
their customers for satisfying their needs and wants.
Lack of productive chefs and managers: It is very much hard for a manager to hire employees
who are trained and well skilled in providing best services to their buyers so that they can feel
more comfortable and satisfied with the offered services of firm. It is the responsibility of higher
authority is to hire a well educated and skilled manager who is having all management skills and
ability to mange whole organisational work in most appropriate manner (Barney, 2014). As most
popular hotel industry Radission is more focused on recruiting professional staff members, cooks
and labours at salary basis which is high as compared to local and small hotels. It is very much
tedious job for low budget firms to find cooks and labours at high cost.
High service rates: It is the major responsibility of hotel and its manager to maintain the
decorum of hotel through acquiring proper detail about clients who are come to taking benefits
of hotel services. Organisation provide goods and services in very affordable prices, so that
customers feel satisfied and relax. High rates of products can impacted on firm through divert the
traveller or visitors to other competitors (Bhargava and Pathy, 2011). Radission hotel is concern
about providing best lodging accommodation at very affordable price, it is the responsibility of
hotel managers to check the service rates of facilities it should match with the offered products of
firm. They are mainly avoid taking extra tax rates and high commission form the end users.
Cleanliness issues: A big hotel firm is categorised among various departments, so that work has
to be done in well planned manner and it is easy for firm to attain their desired goals and
objectives. In a hotel firm the management department is more concern on cleanliness of rooms
and other accommodation facilities. Radission Hotel is famous for its clean accommodation,
odour free environment, spacious condition and eco friendly environment. These all are the key
factors of firm which are works as strength of firm. They are mainly choose to hire professional
cleaning service providers at very high cost. This is most effective way through which hotel
ensure their customers towards fulfilling the basic requirements of customers in terms of money
and growth (Bryson, 2011).
No proper transportation facilities: Transportation facilities are also involved in service of hotel
industry. It is required for each hotel firm to provide surety to their customers about giving 24
and 7 transportation facilities to them, so that they can visit any place, city or town as per their
own choice (Goodson and Lindblad, 2011). The hotel who are situated at remote location needs
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to provide cab, van and other transportation facilities to their potential clients in order to satisfied
their needs and wants.
Safety and Security challenges: This is the most essential issue which is faced by hotel industry
at the time of growing at market place. It is the fundamental need of each individual to ensure
about their safety and security. It is responsibility of manager is to provide surety about their
safety in terms of satisfying their needs and preferences. So many obstacle which may impacted
on customers attraction towards a particular brand or firm . Company faces various issues that
are related with general theft and other crime, terrorism, armed robbery, fraud of credit card,
identity theft, cyber crime, racial discrimination, risk connected with food poisoning and sexual
abuse of women. These are some major issues which may directly or indirectly impacted on
organisational growth and success.
Lack of refreshing events and entertainment: Each firm are focused on giving most entertaining
trip to their clients in order to entertaining them in most appropriate manner. Radission Hotel
mainly concern about entertaining their clients in respect of sustain them for long time. They are
providing many entertaining programmes and parties, so that customers can enjoying their trip
and tour in happening manner (Horevitz and Manoleas, 2013). Each individual wants to make
their trip memorable and happening for this they put their significant efforts through satisfying
their basic needs.
The above mentioned are some major challenges that are faced by hotel industry. It is
required for firm to overcome from these issues in order to maintain the decorum of firm through
providing high quality services and products to their customs. Managers of firm are responsible
for all activities that are held in firm.
2) Analyze management theory and interpret a variety of complex industry, specific managerial
problems and issues.
Management theories plays most effective role in managing all business activities in well
planned manner. These are implemented to provide significant support to firm in order to
increasing their productivity and performance which may cause high profit and revenue for firm.
Organizational manager plays effective role in establishing most suitable theory for enhancing
firms performance through applying various tools and techniques in appropriate manner. In
respect of implementing best strategy at work place managers and higher authorities are use
variety of theories as per the requirements of firm or its activities (Lakai and et. al., 2012).
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Managers commonly use a combination of theories that are based on need and purpose of
workforce. Management theories are very much effective in nature, these are helpful in
managing organizational activities and quality of services and product which are offered by
company to their customers. Management theories are very much effective in developing
organizational performance, some are describes as under:
Contingency Theory:
A contingency theory can be considered as the organizational theory which claims that
there is not any other way to manage or organize a corporation or its activities in order to make
effective decision. This theory is mainly based on internal or external situation of company. This
theory interplay among specific situation or application of management behaviors., this theory
describes that managers or higher authority create decisions that are based on organizational
situations at hand rather than one size which is fits in all methods (Lawson and et. al., 2013).
Each business organisation is focused on appointing a well educated and skilled manager in their
firm, who can take responsibility of each activity that are held at work place. It is required for
manager to take appropriate decision that are based on some essential component of firm. This
theory is mainly based on three major elements that states, task or relation motivations are
contingent and manager are able to control or manage both the situations favorably and outcomes
can be measured in effective manner. As per this theory, the favor ability of different situations
can be assess through three major factors.
Leader member relation: This factor is most effective in hospitality sector, it is the major duty
of manager is to establish an effective relationship with their subordinated and employees, this
factor is also addresses the perception of managers on his cooperative relationship with their staff
members (Linde and et. al., 2012). This factor is concern about analyzing the relationship among
employees of organizations.
Task structure: This factor is based on identification of structure in which all tasks and duties
are arranged in suitable manner, so that work has to be done as per the priority of different task
(Mesquita, Lima and Flores, 2013). It is the major responsibility of manager is to focused on
such tasks that are easy to structured, assess and standardize like operation of an assembly line.
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Position power: This factor is based on authority of manager in which they provide reward and
punishment to their employees on the basis of their behavior (Muzio and et. al., 2011). In today's
modern scenario organizations are motivate their employees through providing incentives and
job appraisals.
System Theory:
System theory is one of the most popular theory, which can be considered as the
dominant organizational theories in management. In this organizations has to be treated as open
and close system. An open system is affected by its environment and closed system is not
impacted by its business internal as well as external environment. This theory is based on the
understanding of recognizing how workers affect the system or system affect an employee at
work place. An effective system can be described as the combination of variety of activities that
work together in order to attain organizational desired goals and objectives. System theory is a
wide concept which allows the manager or higher authority to evaluate the patterns and events
that are held at work place (Oliver, 2013). This provide support to a manager in establishing
coordination among programs through work in collective manner so that gals can be achieved in
well planned manner. System theory is an interdisciplinary theory that are related with nature of
complex system, science and society. This can be measured as the framework which helps an
individual to investigate or describe any person or group who are working for attaining similar
set of goals and objects (Panda, 2013). This could be evaluate an individual, any group, society
or organisation.
(Source: System theory, 2017)
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Illustration 1: System Theory

This theory involves various components such as machine, person, environment. These
three are interlinked with other in order to perform any task or duty in most efficient manner. In
this information has to be gathered through various sources, in this organisation and its managers
face various risk and issues that have direct impact on organizational performance. The collected
information should be appropriate in manner, so that decision has to be made in effective
manner. This theory is very much effective in managing whole work in significant manner.
Chaos Theory:
Chaos theory is a combination of mathematical tools and techniques that are focused on
behavior of dynamical system which are very much sensitive to some particular conditions. This
theory is the essential part of mathematics, it is basically based on some certain systems which
are very much sensitive in nature. Due to a small change a system can behave completely
different. Changes are constant in nature and in an organisation some situations are controlled in
any situation or circumstances. Chaos theory explains that changes or variation are inevitable and
these are rarely controlled (PDR, PATAKI and SEBESTYN, 2011). With the help of this theory
organisation is able to enhance their energy in order to maintain the new level of complexity. For
implementing stability organisation need to spend more energy.
Theory X and Theory Y: The management theory is based on attitude of employees who are
work in an organisation, this theory is select by an individual to utilize the influenced beliefs and
norms of workers. In the theory of X management managers are naturally believe on workers and
they need incentives in respect of increasing productivity. In this managers are follow
authoritarian style of leadership (Peter and Donnelly, 2011). The theory Y is based on the
believes that workers are driven and take responsibility of all work which are held at work place
and more essential for achieving organizational goals and objectives. In this leaders motivate
their employees for work in more significant way.
Issues and problems that are faced management of organization:
Issues and problems are uncertain in nature they can arise any time any where in any
situation and it is required for each business organisation to resolve these issues in effective
manner because in which some are directly impacted on organizational performance. The
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hospitality firm revolves around people in which employees and guest are involved. Some
major issues are describes as under:
Growth in sector: In today's modern world competition arises at market place, each business
organisation is mainly focused on increasing their growth and revenue which helps in generating
more customer awareness which is beneficial for company. In today's modern scenario
hospitality sector plays most effective role in enhancing economic condition of country through
contributing huge amount in development of society and well being of people (Reihlen and
Werr, 2012). There are so many causes which helps in increasing competition in hospitality
sector, a variety of hospitality business attribute industry growth through growing foodie
culture.
Finding and keeping valued customers: This is the major issue which is faced by organisation
due to increasing competition at market place. In an organisation it is the major responsibility of
manager is to finding loyal customers who are able to sustain in an organisation for long time
and willing to taking advantage of offered services of firm. In order to finding best customers
firm needs to conduct an effective marketing survey, in which they fulfilling the questionnaires
through large number of population as per the area of their own interest (Russinova, Rogers,
Ellison and Lyass, 2011). This is the best way to accumulating the current needs and wants of
customer who are very much attracted towards firm and its services. It is essential for firm to
finding out most suitable and loyal customers in respect of enhancing their sales and revenue.
Hiring the best staff: This can be described as the basic need of firm, it is required for each
business organisation is to recruit well educated and skilled people in their firm, who are having
ability to perform any task and duty as per their set criteria. In this manager and employer plays
most effective role in hiring most suitable candidate for their available profile. Hospitality sector
is mainly concern about appointing well skilled people in their firm, for effective recruiting
process they set some criteria in order to select most suitable applicant for the job and
responsibility (Sha, 2011). This is very cost consuming process and directly or indirectly
impacted on organizational performance.
The cost of operating: This factor is described as the major issues in business firm because all
activities that are held at work place are based on certain cost. The whole business and its
activities are categorized among various departments in order to accomplishing organizational
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