Imperial Hotel Case Study Analysis

This assignment requires students to analyze the challenges faced by the Imperial Hotel, focusing on issues like poor coordination, IT system inefficiencies, high employee turnover, and ultimately, low guest satisfaction. Students are tasked with creating a fishbone diagram to visually represent the cause-and-effect relationships contributing to these problems. The analysis should lead to potential solutions for improving the hotel's performance in areas such as team working, technology utilization, employee retention, and overall guest experience.

Introduction to Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Management is a very important factor which is required at each and every level of company
so that all the activities are completed in an effective manner and goals and objectives can be
attained. If there will not be good management then there are chances of losing the creativity
with which work can be completed effectively but if effective management is present then
chances of achieving better outcomes increases. Every management team require to have a good
manager who knows how to handle all the tasks and handle each and every situation in an
effective manner (Albert and Beatty, 2014). They are also required to be aware of all the
happenings in the company as well as the needs and demands of employees as well. This
assignment is based on Imperial Hotel which is a famous Hospitality division in UK situated in
London. It is basically a 4-Star Chain who are delivering effective services to their clients and
giving away good services as well. Fro the past few days, it has been noticed that their
management is facing various kinds of issues which is affecting their quality of services as well.
It is spreading negative publicity of the Hotel as well so it is very important for the
management to address all these issues and suggest appropriate outcomes as well. One of the
major issues which was notices by the General manager of the Hotel was regarding their Front
Office staff where coordination was lacking. The problem basically was ‘Front of house staff
(Reception, Conference & Banqueting, and Restaurant & Bars) – poor team working and
inefficient use of IT systems including the reservation and property management systems’. In
this report, all these problems will be discussed in detail and suitable solutions will also be
derived. Through this, management will be able to help company in achieving their sales and
give good quality of services as well. It is very necessary for them to adopt all such practices
because then only they will be able to serve their customers in an effective manner.
TASK
Major problems at workplace
One of the main reasons behind decrease in sales and growth of company is lack of good
performance of employees and lack of coordination in all the activities as well (Anderson and et.
al., 2018). So, it is always necessary for management to make sure that there is good
coordination between the employees who are working in the company so that their working
activities are not hampered and aim of organisation can be achieved very easily. But if
coordination will not be there then achieving better results will be very difficult for them as
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everything will be disturbed. Therefore, if management notices any issue regarding efficiency of
employees and coordination between them then they should take it seriously and try to solve it as
soon as possible (Cieślik, Namieśnik and Konieczka, 2015). They should make sure that
situation can be anything but customers should be satisfied with their services. Hence, it is
required that team should perform appropriately and as per the guidelines given to them. It is the
duty of managers only to ensure that all these activities are done as per the norms only and to do
this they are having right to keep a supervision on employees as well. Experienced supervisors
can be appointed by them so as to achieve their goals and objectives and keep a focus on all the
employees and their working as well. Imperial Hotel is also facing a lot of issues from the past
few years and because of this they have seen a downfall in their sales and profit volume as well.
One of the major issue that they were facing was related to Front staff of office. These issues are
discussed as under:-
 Staff people’s leaves were on increasing due to which clients were not much satisfied.
 There was no coordination between people who were sitting in reception as efficiency
was missing in them.
 The IT System was not being utilised properly and thus they were not able to manage
theur reservations and bookings of customers.
 The shift system of the company was also not giving effective results.
All these issues are very serious and should be solved by the people working there on
immediate basis. So, management of imperial hotel had come up with an idea and they have
hired a new General Manager for the Hotel who will be resolving all these issues which are
currently present in the organisation. Through this, they are aiming to increase their profits and
generate more sales by attracting more and more customers. The new manager who is appointed
should be aware of all the internal as well as external issues faced by customers while receiving
services from the hotel. In Imperial Hotel, manager gets to know that staff members are not
having any coordination between them and the information which is required to be provided
within time is not be discussed because of which the clients have to suffer (Gattorna, 2017). The
activities are like reception team have likewise neglected to inform Housekeeping about ahead of
schedule and late entries and thus rooms have not been cleaned in time because of which visitors
waiting for long duration to get their room keys. Also, Conference and Banqueting team have
complaint that they have not got up to date information about the people who are coming to
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attend conference and thus necessary arrangements are also not done. So, manager is required to
understand all these issues in detail so that necessary strategies can be prepared. Then only they
will be able to generate better results in the hotel (Khan and Hashemi, 2017).
Management have also found out that reception department of the company is not
coordinating with all the other departments of the company and they are also not providing up to
date information to them on time because of which required necessary arrangements are also not
made. Through this, services are being delayed and negativity is also being caused inside the
organisation. It is also giving rise to conflicts between each and every department and the
relation prevailing in between them will also be affected. It is a major issue which is required to
be solved on immediate basis by applying good tools and techniques and strategies as well so
that effective and beneficial gain could be review out.
Other issue is with Housekeeping department in relation with reception staff who are not
providing appropriate data required by the Housekeeping department like room availability,
arrival and departure of guests etc. Because of this, the rooms are not properly cleaned within
time and guests have to face issues because of this. Through this, a feeling of dissatisfaction also
comes in the minds of customers and they will not think of coming back to same place again. It
will create a bad image of the organisation in market as well. Therefore, it is very necessary that
all the tools and techniques should be applied in appropriate manner so that positive outcomes
can be derived (Kotler, 2011).
Another issue which is caused by reception department is related to conference and
banqueting department in which the problem was that the required information about booking
was not being provided by the reception people. The data was about guests who are supposed to
arrive in the hotel for attending some kind of event or party etc. Sometimes, all these issues were
discussed in front of customers as well which creates a bad impression. The clients can easily
notice that there is lack of coordination between all the departments and they are not making
proper utilisation of IT related services like PMS so as to manage all the activities which is being
performed attain the goals of the company and also giving reward to each and every employee
who is working in the company (Lin, Gao and Zhan, 2015). But in order to solve these issues, it
is very essential that good strategies must be implemented and followed by the employees so that
major issues can be reduced. This will be of great support to the hotel as they will be gaining
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positive response from the clients and customers who will strive to come again in that place as
well.
Peter Franswoth had defined all these issues which are at major stage in the Hotel should
be improved within nearest time period so that work should be completed on time and
appropriate outcomes can be achieved (Nekvapil and Sherman 2015). The managerial team will
have to consult with the team who are required to make strategies so that the plans which are
being prepared for the betterment of the team should cover all the issues present in the hotel.
This will help them in enhancing the capacity of organisation as well.
Suggestions:
Association needs to overcome from their whole issues since it will give an unfriendly
picture on their reputation. Alongside, this will impact their benefits and market share as well.
From now on, there are a few recommendations which are given by Peter Fransworth to the
supervisor of Imperial Hotel and these are expressed as underneath:
Training into IT system: It is very necessary for every company to provide training to
their staff members because then only they will be able to achieve their goals and objectives in
an effective manner and increase the effectiveness of company as well. So, as per the case study
given; it can be stated that manager of Imperial hotel is required to give some training to the staff
members about latest tools and techniques and increase their efficiency because then only they
will be able to perform their part of activities in an effective manner. Through this, they will
have all the updates about guests coming in and going out of the Hotel and also the billing
procedure will become easy as everything will be managed by the team very effectively.
Organisation is using Micros Fidelio reservation and Property Management System (PMS)
through which they are able to cater the data of all the customers in an effective manner. To start
the learning process, it is very necessary for them to appoint good trainers who are having
expertise in these activities. They will provide training to their staff members in those areas in
which they are weak in. This will help employees in making a long term relationship with the
organisation and also prove their potential to them as well (Nieves and Segarra-Ciprés, 2015).
This is a kind of motivation also which the company tries to give to their employees. After this,
employees will do their work with more efficiency and seriousness. Staff of imperial hotel will
maintain records of all the customers which will be very helpful to the management team as they
can review it later on and also the superiors can use it to maintain long term relationship with the
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clients so as to bring them back in the hotel. This will help to capture attention of numerous
individuals towards firm and as a result, they will enhance profits and market share as well.
Cross team building exercise: It is very necessary for employees to have good
understanding and coordination between them because then only they will be able to finish all
activities of organisation on time. If they will work with each other in harmonious manner then
they can achieve all the tasks assigned to them by the hotel manager. But if there are clashes in
between them then it will have a bad impact on company as well (Schaltegger, Burritt and
Petersen, 2017). So, the managers are required to make sure that these issues should be removed
on time so that work of Hotel is not hampered. As per the case, it is noted that staff members
does not share a good rapport with each other and thus they are not sharing valuable information
with one another because of this. In Imperial hotel, there are distinctive departments and it is
fundamental for them to maintain proper interaction amongst them. From this time forward,
different sorts of exercises will be produced by administration with the goal that they will
enhance their understanding level. For instance: top level expert will sort out some occasion or
gathering, TED talks, instructional meetings and numerous others. This empowers them in
impromptu creation of skills and abilities of workers. Alongside, they will effortlessly appreciate
different things and achieve their work within limited timeframe. Also, conflicts between
divisions will get diminished and they will have the capacity to share appropriate information
and data to each other. This will help to lessen complaints of clients and accordingly, firm will
keep up their image at marketplace. This guides them to enhance benefits and also, they will take
points of interest from rivals in showcase in a compelling and proficient way.
Review of team bonus schemes: Bonus is an element which is having capability to
motivate each and every employee who is working in the company. There is a need of reward
system at working environment which should be given by manager with a specific end goal to
increase better and appropriate outcomes for future course of time. With an effective reward and
bonus plans, opportunities of achieving better and proper result in future course are not possible.
In this way, an association or element need to check their additional plans on timely basis with
the goal that they will reflect and decide better result in near future (Taylor and et. al., 2015).
At Imperial Hotel, bonus could be a major issue behind this badly arranged administration by
reception staff. As they may be less inspired and devoted towards work and activity due to not
getting proper wages and rewards against for it. In this manner, general manager will need to
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check it properly and attempt to give better and appropriate wages and rewards to every
individual appropriately. This may be executed by the HR supervisor of an organization where
they need to keep up and oversee proper focus on working and number of tasks which encourage
the employees to bring best results to the company (Wilton, 2016).
It has been analysed that if the issue of front office staff will not be solved within the
given time frame then It may give rise to many other major problems like if information will not
be transmitted within time to housekeeping department on time then they will not be able to
clean the rooms of the upcoming guests on time which will create a sense of dissatisfaction in the
minds of clients and they will think of availing their services again.
Also, there is less coordination between the staff members because of which the office
environment has also affected in bad manner . Thus employee retention rate has also increased
and absenteeism is also caused which is a major problem of company. The management is
required to analyse this issue and implement more employee involvement strategies so that better
relationships can be developed in between employees.
RECOMMENDATIONS
Suggestion given by Peter Farnswoth are should be implemented in the organisation like
provide training to workers for IT systems. But, manager should make sure that they hire new
employees for this job who have fine ability to learn new things. Cross-team building exercises is
another fine idea. Their is one thing on which management should focus i.e. immediate
execution of this suggestion. Instead of making plans and finding right time for cross-team
exercises, they should start it as soon as possible. Reviewing scheme of team bonus is
appropriate idea but managers should not start ignoring individual benefits.
CONCLUSION
From the above report, it can be concluded that management is very necessary in every
organisation as then only they will be able to gain all the aims and objectives set by the
organisation for themselves. If it will be there then chances of achieving better outcomes inside
the company also increases and thus they will be able to increase their sales as well as profits in
an appropriate manner. Thus the image of the organisation in the market will also increase. The
manager is the main person who is having responsibility to identify all issues which were going
on in the company and bring out appropriate solution to solve it as well. Thus, HR manager need
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to review and recreate their bonus scheme policy properly as well where they have to provide
suitable rewards to each and every individual for their good and appropriate performance.
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REFERENCES
Books and Journals:
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.
Anderson, D. R. and et. al., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
Cieślik, B. M., Namieśnik, J. and Konieczka, P., 2015. Review of sewage sludge management:
standards, regulations and analytical methods. Journal of Cleaner Production. 90. pp.1-
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Gattorna, J., 2017. Introduction. In Strategic supply chain alignment. pp. 15-21. Routledge.
Khan, F. and Hashemi, S. J., 2017. Introduction. In Methods in Chemical Process Safety. Vol. 1,
pp. 1-36. Elsevier.
Kotler, P., 2011. Reinventing marketing to manage the environmental imperative. Journal of
Marketing. 75(4). pp.132-135.
Lin, Y., Gao, Z. and Zhan, A., 2015. Introduction and use of non‐native species for aquaculture
in China: status, risks and management solutions. Reviews in Aquaculture. 7(1). pp.28-
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Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
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Schaltegger, S., Burritt, R. and Petersen, H., 2017. An introduction to corporate environmental
management: Striving for sustainability. Routledge.
Taylor, B. W. and et. al., 2015. Introduction to management science. Prentice Hall.
Wilton, N., 2016. An introduction to human resource management. Sage.
Myerson, P., 2012. Lean supply chain and logistics management. New York: McGraw-Hill.
Palmer, A., 2012. Introduction to marketing: theory and practice. Oxford University Press.
Peterson, D. R., 2015. Introduction: Heritage management in colonial and contemporary Africa.
The politics of heritage in Africa: Economies, histories, and infrastructures. pp.1-36.
Runyon, B. A., 2013. Introduction to the revised American Association for the Study of Liver
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Online
Bonus and Incentive Schemes. 2016. [Online]. Available through:
<http://www.ashworthblack.co.uk/bonus-schemes/>.
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Appendix
FISHBONE DIAGRAM:
Cause and effect diagram for Imperial Hotel is as follows:-
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Poor coordination and lack of
team working
Lack of team working
IT system not using properly
High employee turnover
Poor guest satisfaction
More and more employees
leaving jobs
Utilising system properly
Providing appropriate rewards
Better result in future