Introduction to Management Assignment Solved - Imperial Hotel

Added on - Dec 2020

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INTRODUCTION TOMANAGEMENT
Table of ContentsINTRODUCTION...........................................................................................................................3Problem 5: Front of house staff - Poor team working and inefficient use of IT systems.......3What is the problem-..............................................................................................................4Why Problem is Occurring-....................................................................................................4Use of management theory for resolving problem.................................................................4CONCLUSION...............................................................................................................................7REFERENCES................................................................................................................................9
INTRODUCTIONHospitality is a vast fields which is consist of many departments. In order to have smoothoperations in an organisation, it is important for all the departments to work together up to theirfull potential in order to achieve the goals of company. This report will discuss about variousissues that take place in operational divisions like front office, restaurant, etc. in Imperial Hotel,London. The respective hotel is a 4 star property which have near by 25 hotels in UK. Therespective hotel in London have 450 staff in total out of which 350 staff members are workingfull time and the rest of them are working on part time basis in various department of ImperialHotel.Feedbacks plays a crucial role in creating a reputation of a hotel. Hence, Imperial hotelconducted a survey which helped them reveal true experience of the customers with the hotelswhich was not good (Anderson and et. al, 2018). The customers complaint about the badbehaviour of the front office department. Additionally, many customers claimed that there wereno action taken by the front office department when they complaint about other services or askfor any services. There is no professionalism in the employees of the respective hotel. Manycustomers complaint about the irrelevant charges that the hotel charged during the check outprocedure. Additionally, there rooms were dirty and front office didn't connected them to roomservice department. There was no action taken about their complaints which created a bad imageof the hotel in their mind.Problem 5: Front of house staff - Poor team working and inefficient use of IT systems.Imperial Hotel is a 4 star hotel in London, UK which is consist of many functionaldivisions such as front office department, Reservations, Banquet and conference, Restaurant andmany others. One of the most important division is the Front office department which is alsoknown as the face of hotel as it the first division which interacts with the guest and providesinformation and other services. Along with this, other departments like Kitchen, Restaurant,Conferencing,etc. are also dependant to run smoothly. As per the given case study, therespective hotel is facing issue among the front of house staff due to poor team work and lessusage of IT system (Combe, 2014). Other departments are complaining about the wronginformation and data been provided to them by front office department.
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