Effective Management for Organizational Success

The provided document is a case study on Imperial Hotel, where managers have called recruitment agencies to handle staff retention problems and hire more employees. The assignment emphasizes the need for proper understanding of management concepts to attain organizational goals. It also references various books and journals that discuss topics related to management science, human resource management, and talent management.

Introduction to Management

Table of Contents
INTRODUCTION...........................................................................................................................................3
MAIN BODY..................................................................................................................................................3
CONCLUSION...............................................................................................................................................8
REFERENCES................................................................................................................................................9

INTRODUCTION
Management refers to attainment of goals and objectives by planning, organizing,
monitoring and controlling the activities. It can also be defined as an act of getting people
together for accomplishment of business objectives by optimum utilization of available resources
(Schaltegger, Burritt and Petersen, 2017). This assignment is going to make a discussion on how
managers of a company can manage their employees and get contribution of them in business
success. For this purpose, Imperial Hotel of London is taken, where newly appointed manager
has analyzed various issues related to mismanagement. It includes staff retention, high staff
turnover, poor operating and controlling procedures etc. Therefore, present report will find some
solutions for a specific problem i.e. back of house staff (kitchen, housekeeping and
maintenance). Some management theories for encouraging housekeepers to work in efficient
manner are also highlighted.
MAIN BODY
The Imperial hotel of London is considered as one of the best hotels in UK which offer
best services to customers (Hislop, Bosua and Helms, 2018). It has near about 500 bedrooms
with en-suite facilities, 12 conference rooms where each one has more than 1000 people
capacity, 3 bars and 4 restaurants as well as many leisure services. Currently, it has operated 25
hotels in UK having 450 staff in total and 6 Head of Departments. Besides these facilities and
high skilled workers and other staff members, from previous few months, this hotel has faced
various problems. A newly appointed manager Peter Farnsworth has seen that there is a high
turnover of staff in all departments especially in housekeeping and kitchen era. This kind of issue
has occurred because of enhancement in number of rooms within hotel. Therefore, housekeepers
failed to keep every room clean on time before arrival of guests. Due to this issue, Imperial Hotel
has also faced problems related to get satisfaction of customers and retain them for longer period
(Hazen and et. al., 2014). Guests have made several complaints about improper cleanliness of
rooms especially bathrooms. In addition to this, because of workload pressure workers sometime
behave inappropriately and rude with customers. This leads to impact on brand image of hotel in
negative manner at marketplace. In this regard, the major challenge in front of HR department is
staffing the housekeeping department. On daily basis, workers have to clean more than 300 to

400 rooms which seem to be much hectic work. Due to this heavy workload, near about 60%
staff members in housekeeping and maintenance department have left their jobs within 6 months
of recruitment. Therefore, the biggest challenge in front of HR manager is to gain retention of
workers for longer period of time.
Therefore, in order to overcome from this issue, newly appointed manager of Imperial
hotel Peter Farnsworth has recommended to ABC International Company (Haddow, Bullock and
Coppola, 2017). It is a recruitment agency which provides eligible candidates to other
organizations of UK as per requirement. In context with Imperial hotel, in order to provide best
services to customers, it wants near about 30 to 40 more room service workers who are perfect in
their part of work. With this assistance, ABC agency helps in fulfilling vacancies so that this
hotel can overcome from above mentioned issue. This agency generally offers candidates of
Spain and England who have high command on English and mother tongue languages (Oladapo,
2014). Therefore, before providing applicants to other companies, this company has used to take
interview of selected candidates in order to judge their abilities. Furthermore, this agency has
also provided on-the-job training to candidates who are selected for a particular job role. With
respect to Imperial Hotel, for housekeeping services, ABC agency has considered the working
skills by practical experiment. It has evaluated that in housekeeping department, Spanish workers
are able to work in pairs and can clean more than 20 rooms on regular basis. But they demand
high salaries for the same as well as ready to give commitment to do job for at least a year.
Therefore, employing such kind of staff members aid Imperial Hotel in reducing the issue related
with turnover of housekeeping staff members.
In hotel industries generally workers are employed on zero hour contract basis because
24x4 hours type of services are offered to customers (Gattorna, 2017). A zero hour contract is a
kind of formal agreement which has signed between a company and workers. As per this
contract, workers can be called anytime with guarantee of time to time payment. In addition to
this, the main clause of this contract is that there is not necessary for employees to attend every
activity of business. It has analyzed that zero hour contract is usually concerned on downside of
of employment.. Therefore, workers can be called on anytime as per requirement within hotels in
order to serve guests. It also shows another reason behind labor turnover in such organizations.
In context with Imperial Hotel, it also provides jobs on zero hour contract to workers. As per this

regard, it has given various types of benefits to staff members such as maternity/paternity pay,
holiday, health insurance, medical insurance for whole family etc. In addition to this, to gain
retention of housekeeping workers, Peter Farnsworth also offers incentives and additional pay
scale for extra working hours.
Peter Farnsworth has evaluated the main reasons behind rude and wrong attitude of
housekeeping staff members are not getting proper motivation (Festing and Schäfer, 2014).
Morale of members are heavily break down due to increase workload pressure and not
recognized timely for their performance. Therefore, the new manager has adopted some
motivational theories as described below to build morale of existing and new workers. This
would help in encouraging workers to work give high cooperation in providing best services to
customers (Wilkinson, Wood and Demirbag, 2014). It includes Maslow’s Hierarchical and
Hertzberg Theory of motivation as mentioned below:
Hertzberg Two factor theory: This theory has proposed by Frederick Herzberg in 1959
and also known as dual-theory of motivation. It concerns on two main factors that are- people
orientation and job-orientation (Snyder, 2014). As per this theory, it has evaluated that
motivators are considered as factors for satisfaction while hygiene as dissatisfaction. Therefore,
this theory includes two main factors for motivating people at organisation, as described below:-
(Sources: Hertzberg's two-factor theory,2018) Motivators: This factor assists managers of Imperial Hotel to recognize contribution of
workers in achievement of business success. To provide good incentives, appraisals and
high benefits to employees help in motivating and encouraging them for better
performance (Anderson and et. al., 2018). In this regard, Peter Fransworth is required to
give extra bonuses to housekeepers when they perform well. This would help in
motivating other staff members also to give best performances. Hygiene Factors: This part constitutes those factors which concerns on developing job
satisfaction among employees. It includes salary, working environment, relationship
among workers and managers, policies and strategies, etc, which are also called extrinsic
factors. Therefore, for this purpose, manager of Imperial Hotel is required to provide

healthy working environment to housekeepers and other staff members. Along with this,
it is also essential to give high accommodations like quarters, two days leave in a month,
family insurance and medical services etc. It helps in building morale and get
commitment of workers in giving best services to customers.
Maslow's Need Hierarchy Theory: This motivational theory was given by Abraham Maslow
which concerns on five main aspects of human desires (Dalton, 2017). By completing these
kinds of needs, a company cannot only provide job satisfaction under workers. This would leads
to gain high retention of them for longer period of time as well. There five main levels of
motivation are described as beneath:
Figure 1: Maslow's need hierarchy theory
(Source: Maslow's need hierarchy theory, 2018)
 Physiological needs: It concerns on fulfillment of basic needs of workers that are- food,
air, clothing and shelter (Combe, 2014). Therefore, in order to keep staff members happy,
managers of Imperial Hotel are required to provide proper wage as per post to staff
members. This would help in getting contribution of workers in providing best services to
customers.
 Safety needs: This part of Maslow’s theory is concerned with safety needs of people who
are associated with an industry. By providing job security, high incentives, financial
security, health and family insurance policy, etc. a company can develop job satisfaction
in employees (Armstrong and Taylor, 2014). Therefore, employers of Imperial Hotel are
required to provide all such benefits to staff members especially to housekeeping
workers. It would help in reducing issues related to high turnover of employees.

 Social needs: It shows respect, need of love and care, belongingness and more, which
helps in developing effective relationship among workers. Since the major issue in
Imperial Hotel behind high turnover of workers in housekeeping department, is workload
pressure (Coker, 2014). Therefore, managers of this hotel need to allot work in team. This
would help in generating feeling of belongingness as well as creating effective
communication bridge among workers also.
 Esteem needs: It reflects self-confidence and respect of individuals who work in an
organisation. As Imperial Hotel has diverse culture therefore, managers are needed to
develop effective relationship among workers. By providing a healthy working
environment and allowing staff members to work in own manner, help in maintaining
positivity at workplace.
 Self-actualization: It depicts the enhancement of knowledge and abilities of workers as
per changed in business environment. In this regard, managers of Imperial Hotel are
required to provide more challenging roles to staff members. This would help in
increasing knowledge level of workers as well as enhancing productivity of them also. By
giving growth opportunities aid employees in making career more bright in hotel sectors.
Therefore, both theories of motivation viz. Maslow and Hertzberg Two-Factor, helps in
building morale of housekeeping workers (Albert and Beatty, 2014). This would help in
reducing labor turnover and gain retention of them for longer profitability also. Along with
this, by recognizing performance of workers and timely providing rewards (monetary and
non-monetary) helps in generating feeling of job satisfaction. Along with this, the approaches
used by Peter Fransworth, that is hiring employees through recruitment agencies help in
retaining them for more than six months. As recruitment agencies used to sign bond with new
applicants to work in a company at least for a year. Therefore, it provides advantage to
Imperial Hotel in getting commitment of staff workers in housekeeping and maintenance
department, to stay for a year. This would help in reducing heavy labor turnover.
Furthermore, as this hotel employ housekeepers and other staff members generally on
zero hour contract benefits. Therefore, it has evaluated that this process gives both
advantages and disadvantages. The biggest merit of zero hour contracts is the extent if
flexibility it offers. These type of contracts are extremely beneficial for employers as it helps
them in increasing their response time to fluctuations that take place in entity daily. Getting

involved in zero hour contracts assists employers to deal with various extreme scenarios of
business like sudden increase or decrease in demand, introduction or launch of new product
or service in market. But it has its own limitations also. These type of contracts do not offer
job security to workers as there are no fixed timings of working. Also, there is no fixed
income that is associated as employees are called for working depending upon situations
arising in entity. Therefore, to boost morale of employees the newly appointed manager of
Imperial Hotel also provides high incentives, extra bonuses for additional hours, reward and
compensation etc. This would also helps in encouraging workers to give best performance for
getting high satisfaction of customers.
CONCLUSION
It has been concluded from this mentioned project that without proper understanding the
concept of management, a company cannot attain its goals. Every department of organisation
such as HRM, Operations, Production and more, need effective managers who have possessed
high order managerial skills. This would help in organizing, planning and managing the
workplace as well as other functions in effective and efficient manner. As per present case study
of Imperial hotel, in order to handle staff retention problem and hire more employees, its
managers have called recruitment agencies. They would help in providing best candidates who
have matched with criteria of this hotel’s requirement.

REFERENCES
Books and journals
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Anderson, D. R. and et. al., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Coker, C., 2014. Globalisation and Insecurity in the Twenty-first Century: NATO and the
Management of Risk. Routledge.
Combe, C., 2014. Introduction to management. Oxford University Press.
Dalton, M., 2017. Men who manage: Fusions of feeling and theory in administration. Routledge.
Festing, M. and Schäfer, L., 2014. Generational challenges to talent management: A framework
for talent retention based on the psychological-contract perspective. Journal of World
Business. 49(2). pp.262-271.
Gattorna, J., 2017. Introduction. In Strategic supply chain alignment (pp. 15-21). Routledge.
Haddow, G., Bullock, J. and Coppola, D. P., 2017. Introduction to emergency management.
Butterworth-Heinemann.
Hazen, B. T. and et. al., 2014. Data quality for data science, predictive analytics, and big data in
supply chain management: An introduction to the problem and suggestions for research
and applications. International Journal of Production Economics. 154. pp.72-80.
Hislop, D., Bosua, R. and Helms, R., 2018. Knowledge management in organizations: A critical
introduction. Oxford University Press.
Oladapo, V., 2014. The impact of talent management on retention. Journal of business studies
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Schaltegger, S., Burritt, R. and Petersen, H., 2017. An introduction to corporate environmental
management: Striving for sustainability. Routledge.
Snyder, R. A., 2014. Let’s burn them all: Reflections on the learning-inhibitory nature of
Introduction to Management and Introduction to Organizational Behavior
textbooks. Journal of Management Education. 38(5). pp.733-758.
Wilkinson, A., Wood, G. and Demirbag, M., 2014. Guest editors’ introduction: People
management and emerging market multinationals. Human Resource Management. 53(6).
pp.835-849.