Management System in Imperial Hotel

The project report focuses on the working performance of the management system in the context of Imperial Hotel. It identifies several issues, including consumer satisfaction and worker attitude towards others. The report proposes theories to address these problems, aiming to increase customer satisfaction and enhance the reputation of the hotel industry. Effective strategies are suggested for managing resources effectively and improving customer satisfaction.

Introduction to
Management

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1............................................................................................................................................1
Theory of management in the context of the poor customer satisfaction....................................1
Analysis of the case in terms of effective management...............................................................3
Summary and proposal to solve the management problems........................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Management is defined as the process of administration of a business firm or controlling
different thing or people in a specific manner so that overall performance can be increased in
order to achieve the set target within a certain period of time. It basically includes the crucial
activities of setting targets for an organisation and coordinating the efforts of workforce to attain
objective through the application of available resources like financial, technological and human
resources (Abe, 2010). The project is related to the analyses of management within the Imperial
Hotel of London. The Hotel is located in the heart of London’s West End, caters for mainly
international business and tourists guests who have high expectation in terms of service
standards. There are different problem faced by Hotel such as human resource management and
ethical issues within different department. Imperial hotel faces different major issues started with
poor satisfaction of customer, high staff turnover with 80% due to employees leaving the job,
high levels of sick leave and poor attendance that demonstrate negative working environment,
improper leadership style by existing authority and the manager due to which there is poor
monitoring and controlling, bad and inappropriate IT system that is a major drawback for the
Hotel. The last issue is related to back office operation those are uncontrollable as it generate
high operating cost and reduces profit. The assignment also look after implementing assorted
theories through new manager because of which respective changes within employees and the
other member and making of plan to defeat the department problems.
TASK 1
Theory of management in the context of the poor customer satisfaction.
In present time, there are various problem faced by internal department of companies due
to which the overall performance could be reduced. Assorted management theories are applied
by manager in order to overcome these problem so the proper company can operate easily. It is
observed that management theories are consider to be beneficial method that support to grow the
profitability and productivity of the company. Manager uses various theories to that aid to make
and implement several strategies to resolve the issues within workplace and development of
accurate functioning of department (Albert and Beatty, 2014). There are number of ongoing
problems in Imperial Hotel form which one of the major is poor customer satisfaction. There are
large number of reason for this problem due to which customer are not felling satisfied and
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provide negative feedback. Some of the basic reason are customer regular complaints about the
issues of checking in and checking out of the hotel, the quality of the rooms are not good and
appropriate and the poor quality of staff. Few complaints about the reception staff being
indifferent and sometimes rude that irritate customer. Other guests have been critical of having to
wait in queues at reception both for checking into the hotel as well as checking out. A
considerable number of guests have complained of repeatedly being charged incorrectly in their
final bill. Most worrying is the fact that some guests are also complaining that there has been
little or no timely response to their complaints.
Fishbone cause and effect diagram of poor satisfaction of customer
It is has been observed that due to the problem of poor customer satisfaction the Imperial
hotel is also facing some other issues. As customer are not satisfied so they started moving to
other option due to which rank of hotel is continuously declining and profit are diminishing
throughout the seasons. It is also observed that due to above problem and decreasing rank
employees are not felling motivated and there is negative working culture amongst the
employees and they start taking more and more sick leaves and poor attendance. The impact of
the poor performance made negative feedback on the profitability of the Hotel in a particular
time frame (Alvesson and Willmott, 2012).
As new manager have been hired in company therefore they have the responsibilities to
resolve the issues by applying different tactics and strategies. General manager ensure that
proper guidance and training to employees can be helpful in increasing their efficiency, improve
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communication manner with customer and other worker and get better knowledge about the laws
and regulations of hotel. According to management there is need of awareness among staff
member so that they treat customer in proper manner and make them feel satisfied. Internal
manager provide proper training to employees regarding taking of regular feedback and work on
the negative one that will make visitor feel satisfied. There are different theories that are
implemented by manager of imperial hotel in order to over come the above discussed issues that
is discussed underneath:
Classical theory: This theory is basically related to principle that the economy is self
regulating. The chief concept of this theory is to rely on the structure of the hotel to be in a
systematic manner (Anderson and et. al., 2015). It ensure that employees should know what is
good within hotel industry and they must make proper use of information and data to deliver best
services to customer that make them fell satisfied. They theory suggest that customer satisfaction
is the most important aspect for a hotel to operate for long. Thus it is necessary to maintain
healthy working environment for employees that support to boost their moral and treat visitor in
proper manner.
Human relation theory: This theory is related to factors of human behaviour which
consider the motivating and leading attitude of manager toward each staff member working
within hotel (Boswell and O'Kane, 2011). The theory also justify that different services and
products of Imperial hotel must be delivered in such systematic manner so that they can attract
large number of customers towards the hotel in order to increase sales and maintain profitability.
Employees must treat customer in a way so that guest retain in the hotel for future time.
The above discussed, both theories are related with increasing the customer satisfaction
and motive or guide staff member to be liable toward specific role and ability to treat guest as
important part for Imperial hotel.
Analysis of the case in terms of effective management
From the discussed case study of Imperial Hotel, it has been analysed that due to number
of problems the respective hotel was ranked and graded to the lowest in the entire star chain in
term of customer satisfaction. Manager use to determine the overall average of dissatisfaction
among guest is 78% that is quite higher as basic rate in the company's benchmark grading system
is 60%. Management use to make systematic survey in company undertakes a monthly “Guest
Satisfaction Survey” (GSS) with regular guests and this includes a summary of guest cards
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completed by guests in their hotel rooms, as well as more formal online monthly survey with
major business clients. It help to determine the entire feedback of customer considering their
local experience during their visit to hotel. The analysis also discuss the concern situation that
fundamentally originate due to the checking timing within respective hotels. Furthermore some
other problems that are related to poor quality of room and service of imperial hotel and the
present negative culture in working environment. The visitor also have complain relayed to
reception region as the front office employees are not able to give specific information of facility
offered by hotel (Damron, 2013.). Guest have major complain that they are not treated in well
manner by employees and sometimes they are not able to respond properly to the question asked
by customer. The back office department are also not up to mark as they applies old technology
that are not working, air conditioners are not so good and sounding very high that makes visitors
irritating and annoyed. The large number of visitors have the complains regarding the continuous
unusual charge in the bill due to which they wants to change the hotel. Therefore, each these
issues are the main areas to be reasoned by the manager so that valuable management decision
are made to improve the overall performance of Imperial Hotel within the entire Hotel chain
industry.
To get the better of these difficulty impressive management procedure shall be enforced
that assist to control the entire system of respective hotel in the economical way. Worker must
work with their complete potential with the same motive that is to deliver good customer
services that heighten their satisfaction (Haddow, Bullock and Coppola, 2013). Company must
develop the provision of offers and schemes that are related to pay package and incentives
polices that support to promote employees to stay within hotel and provide all their potential to
improve the goodwill of Imperial Hotel. The most effective ways to the process management is
starts through PDCA that basically stand with Plan, Do, check and Act.
Plan: It means to make effective plan or process or any change in the structure of existing
planning that help to detect the problems that can hinder the performance.
Do: The next step is related to doing the right things in systematic approachable manner by using
different approaches that were already planned to accomplish the outcome and also to control the
performance and to take corrective action.
Check: The process is related to checking of the performance of employees and make the review
on the basis of the execution of planned activities and check how effectively help to attain the
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Act: Last step is related to Act to support to forbid the mistakes and apply the re engineering
techniques in it. This is done by communicating the thing to each department and the members
of the company.
Summary and proposal to solve the management problems.
The justification are given on the basis of above summary and it is helpful to resolve the
difficult situations which arises in Imperial hotel (Hislop, 2013).
Proper responsibility and command has given to the members as a result they can work as
per need of organisation. This type of working environment is helpful to increase reputation. All
tasks has planned as per the need of time management so that work can be done as per the
requirement. So that issue of check in & check out can be solve. Knowledge management is
helpful for the employees so that they can satisfy the desires of persons and solve their specific
compliant.
Quality adjustment is to provide the services according to type of hotel image and the
demand of the guest order whether related with the personal as well as the common goal of the
company. Resource availability to the customers in the form of the superior team and hospitality
to the retain then in the future as a guest in their hotel company (Kern, 2014).
CONCLUSION
This project report is based on working & performance of management system in context
to Imperial Hotel. There are different issues which are identified in the hotel such as: consumer
satisfaction & attitude of workers towards other persons. There are distinct theories which are
helpful for the management to resolve the problems which are associated to consumer
satisfaction. The specific theories are helpful to develop insights so that solutions of different
issues can be identify as a result all members can perform as per the need of organisation which
brings customer satisfaction. In this project there are proposal has been mentioned in context to
organisation and which can be used by top management to justify the shortcomings which arises
in hotels. Reputation of industry can be enhanced by implementing effective procedure regarding
correction and rectification.
The major issues which are observed in this project are related to the consumer
satisfaction and complaints form guest. For the growth and development effective strategies can
be implemented which are helpful to take better decisions to increase rating above 75%. So hotel
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can comes under the list of top organisations which provide better services and quality products.
At the end case has focuses to highlight the summary of above situation and to put maximum
efforts to resolve so that resources can be managed effectively which support the growth of hotel
industry. As a result organisation can survive for a long term in the market by satisfying the
needs of consumers.
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REFERENCES
Books and Journal
Abe, M., 2010. Introduction: Japanese management in the 21st century. In Innovation and
change in Japanese management (pp. 1-11). Palgrave Macmillan UK.
Albert, M and Beatty, B. J., 2014. Flipping the classroom applications to curriculum redesign for
an introduction to management course: Impact on grades. Journal of Education for
Business.89(8). pp.419-424.
Alvesson, M and Willmott, H., 2012. Making sense of management: A critical introduction.
Sage.
Anderson, D. R and et. al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Boswell, R and O'Kane, D., 2011. Introduction: Heritage management and tourism in Africa.
Journal of Contemporary African Studies.29(4). pp.361-369.
Damron, W. S., 2013. Introduction to animal science. Pearson Higher Ed.
Haddow, G., Bullock, J and Coppola, D. P., 2013. Introduction to emergency management.
Butterworth-Heinemann.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.
Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
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