Poor Guest Satisfaction in Imperial Hotel: An Analysis and Recommendations

Running Head: Hotel 0
Introduction to Management
2/27/2019

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Introduction
The module I will talk about is the Introduction to Management. Management is the
administration of an enterprise whether it is a not-for-profit, government, or business.
Management is to predict, plan, organize, motivate, and control the activities of the
organization (Arslan and Polat, 2015). It is stated that management in the hospitality industry
is significant because it motivates the staff to offer high-quality services to their clients
(Nieves and Segarra-Ciprés, 2015). This report talks about the problem of poor guest
satisfaction, which has emerged as the main issue to the overall profitability and stability of
its business undertaking. The aim of this report is to examine the Imperial Hotel on
concentrating on the problem of poor guest satisfaction (Jones, 2018). The Imperial Hotel is a
4 hotel situated in London and managed by the 4-star market hotels. It is a part of the popular
international branded chain, which operates 25 hotels in the United Kingdom. The Imperial
Hotel should analyze the best practices to deal with the problem and identify solutions to
solve the problem. In the following, an effort has been made to analyze the issues of poor
guest satisfaction and take immediate action to resolve the problem effectively.
Analysis of the poor guest satisfaction
Poor guest satisfaction is not treating them with respect and recognition. They do not realize
the fact that it harms its own reputation and public image. It is suggested that lack of effort
and failing to satisfy the needs of the guests as per their expectations poor guest satisfaction
occurs (Pan, 2015). Therefore, it can also result in a decrease in the lifetime value of clients
and profit margin.

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Figure 1: Customer Experience
(CRM Blog: Articles, Tips and Strategies by SuperOffice, 2019)
As shown in figure 1, it has been stated that customer expectation are rising as it shows a
decline from 45% to 38% and unhappy guests spread the word (Knežević et al., 2015). The
guest satisfaction survey stated that there were several complaints received regarding the
issues of high staff turnover, poor team working, and poor guest satisfaction. Several issues,
which have identified as poor guest satisfaction that is being experienced in the hotel business
that does not satisfy the current situation of the art.
It is stated in the research finding and insights that other than poorly furnished, the hotels
have traditional technology, the staff is not trained well, and showers have not been poorly
installed (Bowen and Chen McCain, 2015). They are not committed to the task and

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responsibilities, which leads to inadequate service delivery. The guests have risen up their
disappointment concerning the matter of checking in and out of the hotel. They do not have
respectful, consistent, and customer friendly environment that can deliver appropriate
services to the guest. It is being noticed that offensive behaviour by some staff members
made them dissatisfied from these segments of staff members. This is a major problem that
the managers should address with a high extent of sensitivity and effective skills. They
should embrace an approach from a guest perspective, as they should be treated with respect
more than ever before and value (Zhang and Cole, 2016).
If guest is treated with respect and recognition, then they have high expectation in respect of
quality standards. Regardless of the fact that the Imperial Hotel is been in execution for
specifying more than 100 years, the issue of poor satisfaction of guest tends to affect overall
sustainability and future profitability. As per the Quinns model, companies should be well
defined such that they should not only become adaptable and flexible; they should also be
controllable and stable (Choi and Jeong, 2018). Therefore, it is clearly identified that the
hotel does not put required action as to provide them well-equipped rooms, modern
technology, and competent staff, which have been recognized and constantly stretched by the
guests. It is stated from the viewpoint of the guest that annoys very much other than not in a
state to attain the service quality. Another problem lies with the inadequate quality that is
delivered with the staff members. The management of Imperial Hotel do not take care so
much of the potential of future predictability and compete favorably in the market. The hotel
does not have well-equipped rooms, which is the main issue that any guest can carry out. The
Imperial Hotel utilize the innovative technology to provide access to the public internet
necessities to their guest It seems that despite working in a challenging market, it has not
developed adequate measures to adapt to the change. As per the Lewin’s change management
model, it is predicted that it is a supreme aspect that all industries irrespective of their sizes
are subject. This model is simple and makes it useful for communicating the complete change
management process to the employees to provide the guest effective services. The
management of Imperial Hotel should embrace effective ways of dealing with change as
contrasted to their opponents that are inflexible to change. The management of Imperial Hotel
needs to change the ambience of the hotel, work upon the room comfort of guests, and
services provided by employees. It has showed that quality of the food and beverage is
inadequate, which is been reported 20% dissatisfaction. The ambience of the food and
beverage area is been reported 20% dissatisfaction, and the room comfort and amenities is