Introduction to Management

This study provides an introduction to management principles and focuses on the specific problem faced by Imperial Hotel. It discusses the poor operating procedures and high employee turnover rate. The study also presents a three-point plan to resolve the issues and improve operational efficiency. The plan includes implementing Lean Six Sigma, adopting behavioral management theory, and utilizing advanced technology. The Texlon system is suggested for rechecking staff performance. Overall, the study emphasizes the importance of effective management in the hospitality industry.

Introduction to Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
A. Specific problem....................................................................................................................1
B) 3 point plan.............................................................................................................................3
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
APPENDIX 1: .................................................................................................................................7

INTRODUCTION
Management is referred to as planning, organizing, staffing, directing and controlling all
the task of the organization on a timely manner ( Crisafulli, 2017). This is an effective process of
dealing with various problems of the organization and in turn focuses on finding the best solution
to the problem. This study will highlight on effectively reviewing management theory to the
particular problem associated with the company. It also helps in critically analysing the problem
and also focuses on finding the causes of the particular problem. Furthermore, this study helps in
identifying three plan point which are useful in resolving the problem in order to improve the
quality and performance of service.
Imperial hotel is a London based hotel which in turn also manages various branded chain
of Hotels which are established in the 4 star market.
MAIN BODY
A. Specific problem.
Imperial hotel is a London based hotel which in turn also manages various branded chain
of Hotels which are established in the 4 star market. It aids to provide various hotel services such
as 500 bedrooms, conference facilities, leisure centre, swimming pool, 3 bars, 4 restaurants and
12 conference rooms. It has 6 heads of department which mainly deals in food and beverages,
human resources, reception, front of house, guest services and concierge and training. There are
approximately 400 staffs in the hotel. Among them 300 are part-time and full-time staff and
various other outside contractors who provide specialist services associated with the laundry
services, cleaning, leisure centre and management.
The main problem of the Imperial hotel is back of house staff who aids in providing
various services associated with the kitchen, housekeeping and maintenance. The key problem is
poor operating problem and various other controlling procedures which in turn results in lower
operational performance and productivity of the business. It has been determined that, inventory
are being regularly pilfered and are not meeting any basic Standard operating procedure which in
turn mainly results in high operating cost to the business (Famiyeh and et.al., 2018). The major
challenges associated with the Imperial hotel is staffing of the housekeeping department. Staff
turnover in the housing department is 60% a year currently. The major discontent is associated
with the Spanish staff members where they are not cooperative when it comes to deal with non-
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Spanish staff. Large number of complaint from the hotel has been filed. The hotel guest were not
happy with general level of cleanliness in the Imperial hotel bedroom and bath room.
Housekeeping staff were abrupt and rude which in turn aids to higher dissatisfaction level among
the hotel guests (Hwang and Chang, 2016). It has been examined that, the full-time staff of the
organization tends to have poor motivation level which in turn resulted in lower operational
growth, performance and efficiency of the business. High level of turnover of employees results
in lack of skilled and professional staff which in turn leads to lower operational performance of
the Imperial hotel. Another major problem associated with the Imperial hotel is that the hotel was
graded low in the whole star chain. It has been evaluated that, the poor performance of the back
of house staff tends to have a direct negative impact on the operational cost of the business
which in turn also affects the overall profitability of the business.
Poor operating cost and high level of stock being pilfered is mainly associated with the
poor team working of the front house staff which in turn mainly resulted in poor property
management system which leads to lower operational performance and productivity (Famiyeh
and et.al., 2018). Ineffective operations of the front house staff in turn results in conflicts with
various other departments of the hotel. Poor team working and higher operational cost within the
business is mainly linked and interrelated with the negative work culture problem which in turn
results in high level of staff absenteeism. Dynamic work culture also results in clash of opinions
within various personalities. This in turn resulted in poor performance and productivity of the
business. High staff turnover is mainly interlinked with the poor guest satisfaction. High level of
employee turnover leads to lower employee value and morale which in turn results in lower
productivity of the business. High level of employee turnover mainly resulted in high level of
unhappy hotel guest mainly associated with the cleanliness in the Imperial hotel bedroom and
bath room. Housekeeping staff were abrupt and rude which in turn aids to higher dissatisfaction
level among the hotel guests (Chibili, 2017). This is interconnected with the negative work
culture and dynamic working environment. Poor performance of the back of house staff tends to
have negative impact on the operational cost and profitability of the business. This is mainly
linked with the high turnover of employees, negative work culture and poor management among
the front of house staff.
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B) 3 point plan.
The three planning which is initiated in respect of resolving the issue which is faced by
imperial hotel in respect of retaining staff for longer time period is linked with the management
and operation theories. In respect of improving the quality of services the management theories
which is imposed is in relation to applying the Lean six sigma (Krishnamurthy, Fudurich and
Rao, 2019). In this methods, the quality of services can be improved by motivating employees to
work as team and by this aspect they can reduce waste at work premises. As the major problems
which is arises in Imperial hotels is linked with the Spanish staff not coordinated working with
the non Spanish staff. By this factors the complaint are raised from the guest regarding not
following their guidance and also giving rude answers regarding their queries raised. In this
aspects, lean six sigma model is important aspects as by applying this model at work place it
increases the performance of the staff by motivating them to work as a team and also through
this aspect they can reduce waste at work places (Hynes and Veltsos, 2018). This aspects can be
initiated by the hotels in respect of providing monetary benefits to the higher scorer staff and also
organising team activities. By this procedure they are gaining two major benefits firstly it related
to retaining the staff at work place and secondly it related to motivating staff to work as team so
that they get more chances to be rated on higher score bases.
Thus, in respective of Improving the quality at work premises, the plan is to be initiated
in respect of conducting the employees of the month for the whole hotels and the person is to be
rewarded with the £200 and the if they are planning to choose for the particular department than
it is to be initiated in respect of £50 (Tolbert and Hall, 2015). As this benefits in not necessary to
be allotted for the in house room attendant but also for the employees which are recruited though
ABC International agencies. The other scheme are also allotted to staff which are recruited by
ABC agencies in respect of providing the staying facilities to the Spanish workers (Ani, 2017).
The major issuer arises in respect of not having strong facilitates and employee had to travel long
way to manager their day to day activities. In such case if they get the staying facilities, they can
dedicate more of their time at the work place and also improver their services in better way.
The another planning which is adapted by the Imperial hotels in respect of maintaining
morality and values among staff is that by adapting the Behavioural management theory at work
place. As the issue are arises in respect of facing different thoughts and ideas at work premises
regarding accomplishing the particular task (Roese and Epstude, 2017). Thus, to resolve such
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issue raised, human relationship theory is to be implemented to motivate all the staff to works as
team. This can be done through organising the outing or any social activity through which they
are trained regarding providing the advantages of working as a team. Imperial hotel can resolve
the issue in respect of immorality at work place by conducting the outing session for the staff of
the hotel. By this activity they are getting time to know each other and also various activity are to
be organised in which the group of different culture are to be stipulated (Pinto, 2019). By this
procedure it resulting in knowing each other better and also enhances the positive aspects of
working together for bringing better productivity. In respective of hotel, employees working are
from different background and thus their thoughts and ideas are also different in respect of
attaining to any task (Knoke, 2018). In such manner their thoughts are appreciated and also
motivated to bring innovative ideas at work place.
Thus, in such manner the plan is to be undertaken in respect of providing the open door
facilities between the superiors and subordinate. By this aspects, they can share their ideas and
thought easily and also discuss the issue if they face any with their team mates at the time of
attaining the task (Stumpf and Califf, 2018). In such manner effective communication resulting
in resolving the issue if any they face at work place. By this procedure they can maintain
morality and ethics at imperial hotel and also resolve the issue which is faced by guest in respect
of rude behaviour or not fulfilling their needs in better way.
The another problem which is to be resolved is in respect of operational efficiency is that
by facing less retention at work place it results in getting lower productivity which affects the
reputation and goodwill of the Imperial hotel. In this aspects, the modern management theory is
to be applied which results in using the advancement technology to retain the staff interest at
work place and also it results increasing the productivity in business (Armitage, 2019). As
through technology they can reach to large customer base and also can fill the vacancies in hotel
by attracting through the working polices and also management criteria to trained their staff. As
staff who are engaged under the Imperial hotels had already assigned their duties in respect of
taking care of particular rooms. Thus, in respective of increasing productivity at work place
resulting in providing various scheme which attracts the staff interest towards the services. As
employees main aim is to earn profits by providing quality services and in such manner if they
get any monetary benefits in exchanges of their quality work it results in gaining more interest at
work place. Imperial hotels can also avail the use of technology in respect of promoting the name
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of the staff member who had achieved the excellent standard of the work committed is resulting
to awarding with the hotel best scheme.
The plan which is examined in respect of operational efficiency is that by grabbing the
Texlon system which is one of the type of advanced technology stated that they can recheck the
working of the staff (Iglesias, 2016). By this aspects they can also improve them if they are not
pertaining to particular task in right manner.
CONCLUSION
It has been summarized that, Management is a process of dealing with various problems
of the organization and in turn focuses on finding the best solution to the problem. It has been
determined that the main problem with the Imperial hotel is back of house staff provides services
associated with the kitchen, housekeeping and maintenance. The main problem is high operating
problem, controlling procedures, high employee turnover rate, etc. furthermore, this study helps
in determining management theories such as Lean six sigma, behavioural management theory for
proper functioning of the hotel. Furthermore, Texlon system helps in rechecking the working of
the staff which leads to happy and satisfied guest and large number of productive employees.
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REFERENCES
Books and Journals
Ani, N. C., 2017. Re-empowering indigenous principles for conflict resolution in Africa:
Implications for the African Union. Journal of Pan African Studies. 10(9). pp.15-36.
Armitage, J., 2019. Luxury and visual culture. Bloomsbury Publishing.
Chibili, M., 2017. Modern Hotel Operations Management. Routledge.
Famiyeh, S. and et.al., 2018. Green supply chain management initiatives and operational
competitive performance. Benchmarking: An International Journal. 25(2). pp.607-631.
Hwang, S.N. and Chang, T.Y., 2016. Formulating management strategy for international tourist
hotel using DEA. In Data Envelopment Analysis (pp. 289-316). Springer, Boston, MA.
Hynes, G. E. and Veltsos, J. R., 2018. Managerial communication: Strategies and applications.
SAGE Publications.
Iglesias, I., 2016. PERFORMING THE ‘ANTI-SPANISH’BODY. Jazz and Totalitarianism.
p.157.
Knoke, D., 2018. Changing organizations: Business networks in the new political economy.
Routledge.
Krishnamurthy, S., Fudurich, G. and Rao, P., 2019. Circular Economy for India: Perspectives on
Stewardship Principles, Waste Management, and Energy Generation. In Modernization
and Accountability in the Social Economy Sector. (pp. 272-298). IGI Global.
Pinto, J., 2019. Key to Effective Organizational Performance Management Lies at the
Intersection of Paradox Theory and Stakeholder Theory. International Journal of
Management Reviews. 21(2). pp.185-208.
Roese, N. J. and Epstude, K., 2017. The functional theory of counterfactual thinking: New
evidence, new challenges, new insights. In Advances in experimental social
psychology (Vol. 56, pp. 1-79). Academic Press.
Singh, J. and Crisafulli, B., 2017. Case study 4: Managing customer complaints: the case of
Imperial Orchid Hotels in Thailand. In Services Marketing Cases in Emerging Markets(pp.
35-43). Springer, Cham.
Stumpf, T. S. and Califf, C .B., 2018. 11. On the use of meta-theory in grounded investigations:
in principle and practice in hospitality and tourism research. Handbook of Research
Methods for Tourism and Hospitality Management. p.123.
Tolbert, P. S. and Hall, R. H., 2015. Organizations: Structures, processes and outcomes.
Routledge.
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APPENDIX 1:
Student Name/No:
Group/Seminar Tutor:
Date of submission:
Problem No:
Please state which one of the 5 problems you are addressing
 What do you consider the core reasons for this specific problem at the hotel?
The core reason of poor operating cost is mainly associated with high employee turnover and
lack of motivation and value in the hotel tends to have a direct negative impact on the
operational cost of the business which in turn also affects the overall profitability of the
business.
 Briefly identify how your specific problem may be linked to any other of the 4
remaining problems identified in the hotel case (Confer with your team members
who investigating the other listed problems)
Poor team working and higher operational cost within the business is mainly linked and
interrelated with the negative work culture problem which in turn results in high level of staff
absenteeism. Dynamic work culture also results in clash of opinions within various
personalities. This is mainly linked with the high turnover of employees, negative work culture
and poor management among the front of house staff.
 How useful do you consider the suggested actions are proposed by Peter
Farnsworth to resolve your specific problem?
Ans: The action which is stipulated by Peter Farnsworth is that by providing various monetary
benefits to employees enhances their interest towards the work premises for longer way. As the
main reason of engaging their personal interest in work is to earn profits. Thus by their
perspective if they are getting extra profits regarding stipulating the quality work. This results
in increasing their interest towards the work.
 Consider an alternative way that this specific problem could be resolved which
have not as yet been considered.
Ans: Thus to resolve the problems, Imperial hotel can prefer the innovative training problems
which can be related to conducting outing or organising the training session to some other
hotels. By this aspect, employees are motivated to work as team and through this procedure
they also became familiar to work as a team and accomplish targets with better productivity.
This also results in improving the morality at work place and also maintain ethics in respect of
attaining the task and providing housekeeping services to guest in right way.
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