Case Study on Imperial Hotel: Poor Team Working and Inefficient Use of IT Systems
Added on 2023-04-23
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Imperial Hotel 1
Individual report on a case study – The Imperial Hotel
Individual report on a case study – The Imperial Hotel
Imperial Hotel 2
Contents
Introduction......................................................................................................................................3
Analysis of individual problem.......................................................................................................4
3 Point Plan for resolving the problem............................................................................................5
Conclusion.......................................................................................................................................7
References........................................................................................................................................9
Contents
Introduction......................................................................................................................................3
Analysis of individual problem.......................................................................................................4
3 Point Plan for resolving the problem............................................................................................5
Conclusion.......................................................................................................................................7
References........................................................................................................................................9
Imperial Hotel 3
Introduction
The hotel industry is an emerging industry nowadays due to increased demand for travel. Every
visitor has the desire to get superior service from them. Team working is crucial for delivering
high-quality services to the customer, as it helps in amplifying the productivity of the employees
as well. Lack of team working can lead the organization into the adverse situation and raise
conflicts between employees. Cooperation among employees is necessary for the business to
achieve common goals. Technology has become advanced that is being adopted by hotel industry
to provide high quality of services to the customers (Cobanoglu, Berezina, Kasavana and Erdem,
2011). The role of having skills in the employee to handle technology is significant because
This assignment is based on the case study of Imperial Hotel, London which is known for the
international branded chain of hotels in the 4 Star Market. This chain is facing many issues, for
which the new manager Peter Farnsworth has identified five concerns and one of them will be
highlighted by me as an independent consultant in this paper. The issue is poor team working
and ineffective use of IT system involving the reservation and property management systems.
Lack of cooperation impacts on the productivity of the business because instead of leading
employees towards completing tasks, managers have to expend a lot of time in handling
interpersonal conflicts between them.
Introduction
The hotel industry is an emerging industry nowadays due to increased demand for travel. Every
visitor has the desire to get superior service from them. Team working is crucial for delivering
high-quality services to the customer, as it helps in amplifying the productivity of the employees
as well. Lack of team working can lead the organization into the adverse situation and raise
conflicts between employees. Cooperation among employees is necessary for the business to
achieve common goals. Technology has become advanced that is being adopted by hotel industry
to provide high quality of services to the customers (Cobanoglu, Berezina, Kasavana and Erdem,
2011). The role of having skills in the employee to handle technology is significant because
This assignment is based on the case study of Imperial Hotel, London which is known for the
international branded chain of hotels in the 4 Star Market. This chain is facing many issues, for
which the new manager Peter Farnsworth has identified five concerns and one of them will be
highlighted by me as an independent consultant in this paper. The issue is poor team working
and ineffective use of IT system involving the reservation and property management systems.
Lack of cooperation impacts on the productivity of the business because instead of leading
employees towards completing tasks, managers have to expend a lot of time in handling
interpersonal conflicts between them.
Imperial Hotel 4
Analysis of individual problem
Discussion on problems from management and operational perception and the relation on
them with other 4 problems
Poor team working and inefficient use of IT systems
The role of front house staff in the Imperial hotel keeps significant vale in the relation of offering
service and support to guests. It is necessary in the hotel to have the availability of reception area
for 24*7 in order to give up to date information to the guest regarding vacant room and other
services. From case study, it has been found that the reception staffs has three shifts of 8 hours in
which three teams are made for the same. In the context of the problem, the supervisor of each
team is facing the issue in managing the information that should be passing on next shifts team.
Micros Fidelio reservation and Property Management System (PMS) is being used in the hotel to
provide real-time information about guest reservations. There are other departments as well in
the hotel including restaurants, kitchen and conferencing that are relied on reception for numbers
and data of guests.
There isa number of problems identified through the case studyfrom a management and
operational perception, that the hotel employees are unaware of their responsibility. Another
department of the hotel has to suffer due to wrong and inadequate information about the guests,
these are wrong or out-of-date data on room availability information to the housekeeping,
cleaning issues, inadequate information about early and late arrivals and subsequently rooms,
guests have to wait for a long period to get their room keys and the reception department is
unable to give proper data on numbers of guests coming in for meetings and conferences.
Analysis of individual problem
Discussion on problems from management and operational perception and the relation on
them with other 4 problems
Poor team working and inefficient use of IT systems
The role of front house staff in the Imperial hotel keeps significant vale in the relation of offering
service and support to guests. It is necessary in the hotel to have the availability of reception area
for 24*7 in order to give up to date information to the guest regarding vacant room and other
services. From case study, it has been found that the reception staffs has three shifts of 8 hours in
which three teams are made for the same. In the context of the problem, the supervisor of each
team is facing the issue in managing the information that should be passing on next shifts team.
Micros Fidelio reservation and Property Management System (PMS) is being used in the hotel to
provide real-time information about guest reservations. There are other departments as well in
the hotel including restaurants, kitchen and conferencing that are relied on reception for numbers
and data of guests.
There isa number of problems identified through the case studyfrom a management and
operational perception, that the hotel employees are unaware of their responsibility. Another
department of the hotel has to suffer due to wrong and inadequate information about the guests,
these are wrong or out-of-date data on room availability information to the housekeeping,
cleaning issues, inadequate information about early and late arrivals and subsequently rooms,
guests have to wait for a long period to get their room keys and the reception department is
unable to give proper data on numbers of guests coming in for meetings and conferences.
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