Introduction to Management

This document provides an introduction to management and discusses the coordination and administration of activities to attain goals. It focuses on the case of Imperial Hotel London and the issues they face with poor guest satisfaction. The document also presents a plan for resolving these issues and improving guest satisfaction.

Introduction to
Management

Table of Contents
Introduction......................................................................................................................................1
Plan for resolving issues.........................................................................................................1
Conclusion.......................................................................................................................................5
References........................................................................................................................................6

Introduction
Management is defined as coordination and administration of activities to attain goals.
Basically, this implies science and art through which people can be brought together for attaining
objectives as well as goals by integrating them (Arjona-Fuentes and et. al, 2019). To achieve this
tasks and activities are carried conducted by developing plans, controlling them, organisation as
well as leading them. To acknowledge the concept of management, Imperial Hotel London is
taken into consideration that is present on the east side of Russell Square. This is the captivating
location and services provided by them are apt. In addition to this, they furnish their services at
affordable rates. But the major problem that is being faced by them is poor guest satisfaction.
Imperial Hotel London has 25 outlets across United Kingdom and it is a 4-star hotel. They
comprises of near about 500 bedrooms that involves en-suites, restaurants, bars along with
conference facilities for around 1000 people. Furthermore, they have 12 conference rooms where
delegates can conduct their conferences. Peter Farnsworth is liable for dealing with conditions
associated with poor guest satisfaction. According to benchmarking grading system, they have a
60% grade which is the lowest. As per GSS (Guest Satisfaction Survey), monthly survey is being
conducted with their significant business clients. The complaints that are made are associated
with check in and checkout, poor quality of rooms along with the staff which hampers the
experience of their customers. It is important for the organisation that they formulate adequate
plans through which these problems can be handled in precise manner and desired standards of
guest satisfaction can be attained.
Plan for resolving issues
The above section provides an insight into problems or issues that are being experienced
by Imperial Hotel London. It clearly illustrates that adequate strategies or measures are required
by which issues faced by them can be adequately resolved. It has been identified that
management is providing relevant motivation to their workforce but this is not enough to boost
up their morale to high potential (Boella and Goss-Turner, 2019). Management of Imperial Hotel
is furnishing their employees with incentives so that they can deliver their services as per
required standards and meet the quality needs. This will enable firm to ensure significant levels
of productivity. For this, they give their employees with employee of the month reward which
comprises of $200. In addition to this, it is applicable within each department and amount is $50
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but the basis is quality services. Furthermore, the employees and contractors those will attain this
reward for consecutive three months will also be provided with gift vouchers that are worth $200
and stay within any of the one star hotel. Along with this, at the end of the year they also gives
party to provide them with friendly environment and time to get relaxed apart from their normal
working schedule (Jones and George, 2016). In addition to this, if any employee wants to study
then college fees till 2-4 NVQ levels is also paid by the Hotel so that they can develop skills and
capabilities in them. This clearly specifies that Imperial Hotel London is providing their
employees with significant motivation through which there performance levels can be
improvised as per the required organisational standards. Apart from all this, there are certain
aspects which have to be addressed due to the fact that guests are not satisfied with services
offered by them. It becomes important for Imperial Hotel to acknowledge this aspect and devise
the strategies or policies through which the performance of employees can be improved. The
certain strategies with reference to this are mentioned beneath:
i. The primary issue that is faced by guests is related with check in and checkout services
like for this they have to wait in a queue to have details related with room. This is a time
consuming process (Hassi, 2019). With respect to this case, management of hotel can
design their application that must be updated whenever any changes are made. Like if
someone has left the hotel then within the application details must be updated so that
other person can have precise information. By online app, it will become easy for them
to book room and have keys when they enter in the Imperial Hotel. This will be less time
consuming as receptionist will be having all the essential details related with this.
Furthermore, time required to do this will be less. To deal with the problem related with
quality of rooms, the option for customisation can be provided within the same
application. According to their needs they can opt for the services or request for any kind
of alterations within the room. The application must provide the precise price of the
room after customisation will be made so that guest can decide whether they need this or
not.
ii. The rude behaviour of employees, cleanliness of washrooms and rooms is other issue
that is faced by customers (Hight, Gajjar and Okumus, 2019). This can be handled by
management of Imperial hotel London by hiring new contractor who will be liable for
cleaning activities. Training must be provided to employees in context of ways in which
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they have to conduct their responsibilities and behave in different situations. This must
also involve soft spoken skills so that they can interact in a relevant way with their
guests. Employees must know how to handle the situations instead of getting rude or
behaving in wrong manner.
iii. The other problem which is experienced by guests is that the bill given to them is not
correct. With reference to the case of Imperial Hotel, they can opt for transaction
processing system that can be linked with each department. Each time any purchase is
made then automatic it must be updated (Kamphuis, 2020). An example can be taken to
understand this aspect like guest have ordered dinner then the details must be updated
within their records in TPS so that while they check out they have precise information
related with all the aspects. This will lead them to have adequate and precise bills. It will
resolve problems of both guests as well as management.
iv. Response time taken by employees to address the complaints was more and to deal with
this customer support team can be formulated. This will be responsible for responding to
complaints that are being made by their customers (Boddy, 2014). Through this, the
overall working structure can be enhanced and in case if complaints of customers are
feasible then relevant modifications can be made.
Certain plans are specified above that can be utilised by Imperial Hotel management
when they deliver their services to guests. In addition to this, firm can make use of different
management theories that will provide employees with relevant working standards in which they
can conduct their responsibilities (Clegg, Kornberger and Pitsis, 2016). There are various
theories of management but this is crucial that firm identify the one which will assist them to
meet the condition prevailing at any peculiar instance of time. For this, they can make use of
scientific theory of management that will enable them to analyse and synthesise the flow of
work. This aims at enhancement of economic efficiencies via adequate labour productivity.
Scientific theory of management: As per the viewpoint of Taylor, money is the critical
factor that is liable for motivating individuals while delivering their services. For this, it was
important that employees are being paid according to tasks they have carried out each day and
compute that at the end of the month. Differential piece rate system is being utilised by
management of Imperial Hotel to give wages to their employees (Jones and George, 2016). This
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comprises that in case if the efficiency of work that is being done by employees is high as
compared to standards designed by management then near about 120% of normal piece rate must
be paid to them. It will lead to boost up potential of employees and they will work harder for
attainment of stipulated criteria in context to different aspects. This comprises of furnishing
relevant assistance to team members, having timely interaction and many more. The other
critical factor that is associated with this aspect is that in case if efficiency of work is not
according to formulated standards then employees must be provided with around 80% of
nominal rate. This is regarded as fair as employees will be appreciated on the basis of their
performance rather than any kind of biasness. This will eradicate the feeling of being treated
unfairly. This acts as strong factor that leads to higher competition with one other and this will
automatically lead to improvisation of overall performance of Imperial Hotel. Scientific
management comprises of various principle, they are specified below in context of Imperial
Hotel:
I. Time and motion: This illustrates the way in which job is conducted. Management of
Imperial Hotel must look forward to identify ways through which task can be completed.
II. Teach, train & develop: It is necessary that when ways of carrying out activities are
modified then relevant training must be provided through which it will become easy to deliver
their services. To ensure that desired quality standards are addressed, Imperial Hotel need to
ensure this factor.
III.Interest of employees & employer: There has to be harmony that will enable them to
formulate relations among them (Clegg, Kornberger and Pitsis, 2016). This will enable
employees to share problems that are being faced by them and it will allow Imperial Hotel to
have relevant outcome.
II . Levels of performance: The management of Imperial Hotel is providing their
employees with employee of the month reward on the basis of their performance. This will
eradicate sense of unfair treatment and de-motivation will also be eradicated. This will boost up
their morale.
By making use of Scientific theory, management of Imperil Hotel will be able to have
enhanced production by making use of recent technologies and methodologies. This will enable
to render improvised quality services as employees will be motivated. In addition to this, when
employees will be fairly treated a sense of self esteem and respect will be generated that will lead
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them to work as per the set standards (Jones and George, 2016). All this will have affirmative
impact on performance of overall organization as everyone will be valued in terms of work done
by them and will be appreciated accordingly. This will also lead them to accomplish the needs of
their potential guests.
Conclusion
From above it can be concluded that, this is crucial for management to acknowledge
needs of employees and also identify their potential that will allow them to deliver their services
in precise manner. For an instance, if receptionist of Imperial Hotel is provided with
responsibility to manage restaurant services then it is obvious that there will be sudden decline in
their performance which means that management need to ensure that what responsibilities are
being given to whom. This will have strong impact on the ways in which services are being
delivered by an individual. In addition to this, they have to ensure that they opt for latest
equipments and technologies for furnishing their employees with relevant training as through this
they will be able to render their services adequately. If employee do not know how to make use
of customer management service (CMS) then it is obvious that they will face certain problems.
Management must give clear instructions in context of how to deal within different
situations and ways in which services has to be delivered. This will provide them with clear
guidelines and ensure that any kind of problems are not being faced by them at any instance of
time frame. This will lead to creation of positive influence on overall performance of the
Imperial Hotel. But this do not means that strategies that work well for peculiar duration will
serve for longer frame of duration. Thus, as per the requirements, they must be updated so that
desired productivity along with profitability can be attained.
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References
Books & Journals
Arjona-Fuentes, J.M. and et. al, 2019. Silent threat of presenteeism in the hospitality industry:
examining individual, organisational and physical/mental health factors. International
Journal of Hospitality Management, 82, pp.191-198.
Boddy, D. 2014 Management: An Introduction. (7th Ed) Harlow: Pearson Education. Chapter 2
[Ebook].
Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Clegg, S. Kornberger, M and Pitsis, T. 2016 Managing and Organizations – An introduction to
Theory and Practice. (4th Ed.) London: Sage. Chapter 2.
Clegg, S. Kornberger, M and Pitsis, T. 2016 Managing and Organizations – An introduction to
Theory and Practice. (4th Ed.) London: Sage. Chapters 5 and 13.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context. International Journal of Contemporary Hospitality Management.
Hight, S.K., Gajjar, T. and Okumus, F., 2019. Managers from “Hell” in the hospitality industry:
How do hospitality employees profile bad managers?. International Journal of
Hospitality Management, 77, pp.97-107.
Jones, G. and George, J. 2016Contemporary Management. (9th Ed.) New York: McGraw Hill.
Chapters 4 and 14.
Kamphuis, J.W., 2020. Introduction to coastal engineering and management (Vol. 48). World
Scientific.
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