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Management Assignment: Introduction to Management

   

Added on  2020-06-04

9 Pages2747 Words47 Views
INTRODUCTION TO MANAGEMENT

Table of ContentsINTRODUCTION...........................................................................................................................3Problem 1: Poor guest satisfaction..................................................................................................31. Analyse the problem from the customer's perspective.......................................................32. Make staff aware of the customer expectation...................................................................43. Train staff to respond to customers complaints..................................................................54. Feedback to complaining customers how the problems are being dealt with....................6CONCLUSION ..............................................................................................................................8REFERENCES................................................................................................................................9

INTRODUCTIONManagement is the operating unit of any organisation, it is the most essential part of anyindustry. It helps in maintaining its long term success in order to ensure the overall growth anddevelopment. Managerial activities are conducted by the leaders and managers of theorganisation; their first and foremost responsibility is to make sure that the company is workingin a desired manner and all their employees as well as workers are highly motivated towardstheir work. This report is based on the problem Hotel Imperial is facing regarding poor guestsatisfaction and the measures they should take to overcome these barriers. Problem 1: Poor guest satisfaction1. Analyse the problem from the customer's perspective.Managers, Leaders, Co-owners and CEO are the foundation of any organisation, they arethe one who are behind the success or failure of any company. It is very essential for them tomaintain the potential in their work so as to ensure the sustainable development of the firm onthe competitive market (Ali, 2014).As the competition is increasing rapidly these days, it is very important for organisationsto maintain their quality and standards in order to attract customers and gain their loyalty, for theindustries like Imperial Hotel, it is very essential to maintain the satisfaction level of their guestsand visitors. From last one year, Imperial Hotel is facing a problem of poor guest satisfaction itis 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 staffmembers are not considered about their complaints. Some visitors also said that, the person whosits 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 ImperialHotel around 2 months ago, and when they reached the hotel they have to wait for 3 hours for atthe hotel reception for their rooms, regardless of the fact that they done the bookings 2 monthsago, they are very dissatisfied with this kind of behaviour of the staff members of the ImperialHotel. The group mentioned that they done the pre bookings to avoid such situations but theemployees 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 thattheir behaviour and their way of talking is not kind and they behave in a very rude manner.

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