Guest Satisfaction in the Hotel Industry

This assignment examines guest satisfaction within the hotel industry, focusing specifically on Imperial Hotel. It analyzes various factors influencing customer satisfaction, including service quality, employee training, and benefits offered to staff. The analysis highlights the importance of maintaining high levels of guest satisfaction for the sustainable success of hotels in a competitive market. The report suggests strategies to improve guest satisfaction at Imperial Hotel, such as enhanced employee training and improved incentive programs.

INTRODUCTION TO MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
Problem 1: Poor guest satisfaction..................................................................................................3
1. Analyse the problem from the customer's perspective.......................................................3
2. Make staff aware of the customer expectation...................................................................4
3. Train staff to respond to customers complaints..................................................................5
4. Feedback to complaining customers how the problems are being dealt with....................6
CONCLUSION ..............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Management is the operating unit of any organisation, it is the most essential part of any
industry. It helps in maintaining its long term success in order to ensure the overall growth and
development. Managerial activities are conducted by the leaders and managers of the
organisation; their first and foremost responsibility is to make sure that the company is working
in a desired manner and all their employees as well as workers are highly motivated towards
their work. This report is based on the problem Hotel Imperial is facing regarding poor guest
satisfaction and the measures they should take to overcome these barriers.
Problem 1: Poor guest satisfaction
1. Analyse the problem from the customer's perspective.
Managers, Leaders, Co-owners and CEO are the foundation of any organisation, they are
the one who are behind the success or failure of any company. It is very essential for them to
maintain the potential in their work so as to ensure the sustainable development of the firm on
the competitive market (Ali, 2014).
As the competition is increasing rapidly these days, it is very important for organisations
to maintain their quality and standards in order to attract customers and gain their loyalty, for the
industries like Imperial Hotel, it is very essential to maintain the satisfaction level of their guests
and visitors. From last one year, Imperial Hotel is facing a problem of poor guest satisfaction it
is due to lack of interest of their workers and all the other employees.
Customers are reporting that, the surroundings of the hotel are very unhygienic and staff
members are not considered about their complaints. Some visitors also said that, the person who
sits on the reception are very rude and not answer properly to their questions. In last one year,
there is decrease in the guests who visit the hotel on regular basis (Armstrong, 2015).
One group of visitors mentioned that they booked 15 rooms for their family, at Imperial
Hotel around 2 months ago, and when they reached the hotel they have to wait for 3 hours for at
the hotel reception for their rooms, regardless of the fact that they done the bookings 2 months
ago, they are very dissatisfied with this kind of behaviour of the staff members of the Imperial
Hotel. The group mentioned that they done the pre bookings to avoid such situations but the
employees and the all the staff members of Imperial Hotel are not rally considered about them.
Complaints against the reception staff is also increasing rapidly, visitors mentioned that
their behaviour and their way of talking is not kind and they behave in a very rude manner.

Conditions of the hotel rooms are also not very satisfied for the guests, they stated that
they are not receiving, what they are paying for. Unclean rooms and bathrooms and no timely
response of the staff towards such issues are making the guests to avoid the stay at Imperial
Hotel. It is now very important for the heads of Imperial Hotel to lay their stress on the working
of the staff members, they should regulate and take proper measures regarding this in order to
create their image again within the customers. The main reason behind such kind of behaviour of
the staff members of Imperial Hotel is dissatisfaction and demotivation regarding their jobs. The
leaders and the manager of the organisation must take proper steps to overcome such troubles
(Bratton, 2017).
2. Make staff aware of the customer expectation.
Organisational heads are the one who takes all the decisions regarding the working of the
firm. They construct plans and policies on the basis of which members of the firm function their
tasks and activities.
Industries like Imperial Hotel, revolves around the factors of hospitality and
management, their first and foremost responsibility is to provide satisfaction and comfort to their
customers and visitors. It is important for their heads to discuss all the plans and policies with
their workers and other staff members, because they are one who is going to interact directly
with the customers and the visitors. Meeting desires and expectations of the customers is the
prime motive for the industries like Imperial Hotel, this can be only possible when all the staff
members are aware of, what customers are expecting from their hotel, what kind of services and
level of standards they are demanding. This will help them to meet their needs and satisfaction
level. If staff members are well aware of customers’ expectations they can:
 Provide them services of expected quality
 Help in reaching their level of satisfaction
 Increase the comfort level of the visitors
 Help in developing standard of the hotel
 They can respond to the issues and problems faced by customers more effectively and
efficiently.
The main reason behind poor guest satisfaction at Imperial Hotel is their staff members
are not well aware about the problems and issues their customers are facing because of the lack
of effective communication by their leaders and managers.

The heads of the hotel must convey all the problems to their staff members in order to
make changes. In such situations effective communication is very important to discuss all the
issues and problems in order to take out the reasonable solution.
If staff members are well aware of the customers expectation they can work in the
desired manner to meet their desires and projection.
.The hotel has received the lowest grade in the star chain, the main reason behind this is
the less involvement of their staff members and all the other employees, it is because of their
dissatisfaction and demotivation.
Imperial Hotel can overcome this situation by providing motivation and satisfaction to
their employees in order to make them work in a desired manner. Their workers and staff
members are highly demotivated and that's why, they are not attending the visitors and the
customers in an expected manner. For overcoming the situation of poor guest’s satisfaction, all
the heads and the members of Imperial Hotel should work as a team to achieve the trust and
loyalty of their customers, this will help them to maintain their sustainable position on the
competitive market (Goethe, 2014).
3. Train staff to respond to customers complaints.
For the industries like Imperial Hotel, it is very important for them to maintain the
satisfaction level of their customers and visitors. This can be done effectively when the staff and
all the other members of the organisation are highly motivated towards their job.
Motivated employees work in a desired manner, they help in achieving the goals and
objectives of the organisation (Heizer, 2016).
Visitors and customers are the foundations of the hotel industry, they are the one around
which the working of the organisational revolves, fulfilling the needs and the desires of visitors
is their core responsibility (Ling, 2015).
Imperial Hotel, is suffering from the problem of poor customer satisfaction, in regards to
this they are receiving huge amount of customers complaints regarding cleanliness, hygiene,
behaviours of the staff members and etc.
The organisational leaders and managers of Imperial Hotel, must take step for this, for
handling the complainant and problems reported by their customers.
Handling and managing customer’s complaints is very essential for the staff members of
Imperial Hotel, in order to maintain their image on the market (Nieves, 2015).

Listening and Understanding: For all the staff members of Imperial Hotel, it is very
important to listen clearly to the complaints and disappointments of the customers, than only
they can understand the requirements and desires of the customers regarding the services offered
by them. If they will not listen properly to what guests are mentioning they are not able to
understand the problem.
Empathizing: After listening and understanding the problem, it is very important for the
staff members to ensure guests that, the problem will get resolved as soon as possible. This will
create a sense in customer’s mind that members of the staff are concerned about their
whereabouts.
Offering a solution: After listening, understanding and empathizing the problem, the
staff members must come up with the effective solution for the problem. Quick respond to the
problems helps in creating a sense of satisfaction among the customers and the visitors.
Executing a solution: After offering the solution the next step involves is its execution.
Follow-up: This is very critical stage, in this staff members coordinate with the
customers in order to identify whether they are satisfied with the executed solution or they desire
some changes in that. Following up with the customers is very important step.
There are various kinds of training and development theories are available, which can be
used to train the employees in order to make them handle each and every situation effectively
and efficiently. This is the stage where human resource management of the organisation get
involved in the process or functions of the organisation (Xiang, 2015).
They initiate various training program to develop technical and inter personal skills of
their employees.
The best theory which organisational heads of Imperial Hotel, can use in their working
for providing training and development is Behaviourism theory.
It states that every individual is different and their way of responding and reacting also
vary from each other. This will create a sense in them to handle each and every individual
differently and effectively (Pereira-Moliner, 2015).
4. Feedback to complaining customers how the problems are being dealt with
The most beneficial aspect of feedback is that it helps in identifying the point of views of
the individual. Industries like Imperial Hotel, can get feedback from their customers by various
ways:

 Pro-activating sessions for live chat
 Getting feedback from live chat session
 Distributing feedback forms
 conversations with customers on regular basis
 Surveying through Emails
 Using social media plat forms
 Individual conversations
 Direct interactions
 Using polls
 Creating online community for generating feedback
Feedbacks can help Imperial Hotel to implement better and more effective solutions into
their working. Because their services are for their customer and visitors; so, it can turn out to be
very beneficial for them to use techniques and policies suggested by their visitors (Rahimi,
2017).
The customers who are dissatisfied with the performance and servings of the hotel can
suggest solutions on the basis of which, organisation heads of the Imperial Hotel can make
reasonable changes.
It is also important for them to provide proper satisfaction and motivation to their
employees in order to make them work in a desired manner, as most of the complainants register
by the visitors are regarding the staff members and their behaviour towards them.
The reason behind such kind of behaviour of the staff members are that they are
dissatisfied with their leaders and managers as they have no consideration regarding them. For
developing sense of responsibility among employees heads of Imperial Hotel must take various
steps to encourage to make them work in a desired and required manner (Vasilaki, 2017).
Problem of poor guest satisfaction, which has been seen in Imperial Hotel, can be
overcome by providing proper and required tanning to their employees in order to generate skills
among them to handle each and every situation effectively and efficiently. The organisational
heads should also take various measure to provide satisfaction to their all the staff members to
increase their potential and encouragement towards their job. Such measure will help Imperial
Hotel to achieve high rank in star chain.

This will also help in creating the level of satisfaction among their employees which in
turn helps in maintaining their trust and loyalty (Walker, 2016).
CONCLUSION
From the above report, it can be concluded that for the industries like Imperial Hotel, it is
very essential to maintain the level of satisfaction and comfort of their customers and visitors in
order to make the sustainable position in the competitive grounds of the market. It has also been
seen that Imperial Hotel can overcome the situation of poor guest satisfaction by providing
appropriate training to their employees to handle the customers effectively and allotting benefits
and appraisals to their staff members will help them in attaining the goals and objectives of the
organisation.

REFERENCES
Books and Journals:
Ali, F., 2014. The influence of physical environment on emotions, customer satisfaction and
behavioural intentions in Chinese resort hotel industry. Journal for Global Business
Advancement. 7(3). pp.249-266.
Armstrong, G., 2015. Marketing: an introduction. Pearson Education.
Bratton, J., 2017. Human resource management: theory and practice. Palgrave.
Goetsch, D.L., 2014. Quality management for organizational excellence. Upper Saddle River,
NJ: pearson.
Heizer, J., 2016. Operations Management, 11/e. Pearson Education India.
Ling, L., 2015. Availability management of hotel rooms under cooperation with online travel
agencies. International Journal of Hospitality Management. 50. pp.145-152.
Nieves, J., 2015. Management innovation in the hotel industry. Tourism Management. 46. pp.51-
58.
Pereira-Moliner, J., 2015. The Holy Grail: Environmental management, competitive advantage
and business performance in the Spanish hotel industry. International Journal of
Contemporary Hospitality Management. 27(5). pp.714-738.
Rahimi, R., 2017. Impact of customer relationship management on customer satisfaction: The
case of a budget hotel chain. Journal of Travel & Tourism Marketing. 34(1). pp.40-51.
Vasilaki, E.S., 2017. The Human Resource department: the case of Corfu Imperial Hotel.
Walker, J.R., 2016. Introduction to hospitality. Pearson Higher Ed.
Xiang, Z., 2015. What can big data and text analytics tell us about hotel guest experience and
satisfaction?. International Journal of Hospitality Management. 44. pp.120-130.
Online
Introduction to Management – Basic concept and fundamentals, 2018.[Online]. Available
through:<https://www.slideshare.net/Seema2/introduction-to-management-basic-
concepts-fundamentals-an-overview>