Introduction to Management: A Case Study of Guest Satisfaction at the Imperial Hotel

Introduction to Management
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Table of Contents
Introduction......................................................................................................................................3
Analysis of the Individual Problem.................................................................................................3
Conclusion.......................................................................................................................................6
References........................................................................................................................................7
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Introduction
A thriving business has its foundations based on effective management (Doppelt, 2017). Every
business is subjected to complexities and challenges. The need for effective management has
become a vital feature for business concern. Every business organization has an objective.
Effective management is vital as establishes a sound organization. Better utilization of resources
and reducing costs helps in maintaining the efficiency of the industry in the hotel sector. Poor
management stems from ill-advised training and inefficiency in the organization. Even though
there are theories regarding the significance of management, every business unit makes an
attempt to incorporate the ideals into their organization. Poor management skills kill the
efficiency of the industry and have a negative impact on the guests.
The Imperial Hotel is a well known four-star Hotel situated in the heart of London. It falls under
the management of the prestigious international brand known as; Star Hotel. The Imperial hotel
is categorized under the lists 25 hotels owned by Star Hotels. The hotel targets premium
customers like the tourists and international business individuals. The premium guests usually
expect high level of satisfaction and better provision of services. There is a total number of 450
staff working under full time or part time.
Analysis of the Individual Problem
Troubles in the field of business management are a part and parcel of every organization. The
hotel is known for its lavish facilities including 500 bedrooms with all en suite facilities such as
conference rooms for important guests. Unfortunately the hotel has faced a major crisis in its
area of guest satisfaction due to its ineffective management. The report explores into the
complaints and difficulties the hotel has faced in the recent years with solutions and theories.
Peter Farnsworth, the CEO of Star Hotel, had been appointed as the General Manager to Imperial
Hotel. He witnessed the various conflicts that led to the ineffective business management. In
order to tackle the problems, Farnsworth had devised strategic business solutions to resolve the
ongoing conflicts. As stated in the report the hotel faced serious crisis in not meeting the
expected satisfaction of the guest. The satisfaction experienced the guest was approximately low,
around 65% according to survey. Guest satisfaction is one the integral aspect of enhancing
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