Introduction to Management Report

This report examines the negative work culture at Imperial Hotel, London, and proposes solutions using management theories like Henri Fayol's Administrative Management Theory and System Theory. It identifies key issues like high employee turnover, poor guest satisfaction, and ineffective leadership and suggests solutions to improve collaboration, supervision, and employee engagement.

Introduction to Management

Table of Contents
INTRODUCTION...........................................................................................................................1
ANALYSIS OF THE INDIVIDUAL PROBLEM ........................................................................1
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................6

INTRODUCTION
Management is the process of controlling and managing all the activities of the
organisation with respect of its culture, structure, type and size. Or it can be defined as
Management is an art of getting people in efforts to accomplish the determined target of the
organisation by coordinating and using all the available resources of the organisation and by
creating and maintaining such environment in which all the employees can work together to
achieve the goal of the organisation (Management,2019).
Report will base on the Imperial hotel, London. It is an old hotel having been working for
last 100 years. This hotel is well known international branded chain of hotels in 4 star market,
which operated 25 hotels in UK and in many countries. But from the last few year's hotel is
facing some problem and unable to satisfy their guests. There was a very high turnover of staff in
all the departments running around 80% a year mainly due to poor staff morale, Poor guest
satisfaction, a negative work culture amongst the staff with high levels of sick leave and poor
attendance, ineffective leadership and management by previous Heads of Department and
supervisory staff including poor monitoring and control procedures 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 Back
of house staff (Housekeeping, Kitchen, Maintenance) – poor operating and control procedures in
place with stock being regularly pilfered and evidence of staff not meeting basic Standard
Operating Procedures (SOPS) resulting in unusually high operating costs This poor performance
is having a direct negative effect on the costs of the hotel and the hotel’s overall profitability.
ANALYSIS OF THE INDIVIDUAL PROBLEM
One of the problem of the Imperial hotels a negative work culture amongst the staff with
high level of sock leaves and poor attendance. This London hotel is continuously performing
worse than the other hotels in star group London and this crate the perception the guests that
London hotels are overly expensive and offer poor value to money. This problem arrives because
being a hotel industry it has to operate 24 hours and 365 day a year, there is long working hours.
Staff takes sick leave on short notice period, female part-time staff who have their commitments
for family, the cover the leave without informing their supervisors (Ansoff and et.al, 2019).
Management Theory
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Management theories are set of rules which helps the manager to manage the
organisation. Or it gives the direction and different ways to run a business on different situation
and explain and assist the employees to work effectively to meet the organisational goals. There
are Some management theories:
 Frederick Taylor – Theory of Scientific Management.
 Henri Fayol – Administrative Management Theory.
 Max Weber - Bureaucratic Theory of Management.
 Elton Mayo – Behavioral Theory of Management (Hawthorne Effect).
Henri Fayol – Administrative Management Theory
This management theory is developed by the Henri Fayol, who is also considered the founder of
the management theory. This theory is suitable for all kinds of field and administration, and
divided these activities into 6 groups Technical, financial, commercial, accounting, security and
managerial activities. But Fayol mainly focused on the managerial activities and grouped the
managerial functions in Planning, organising, commanding, coordinating and controlling, and
suggested 14 principles of management by follow these principles Imperial hotel problem of
negative work culture can be over come (Fayol, 2016). These principles are:
1. Division of work - As Imperial hotel is the large hotel in 4 star hotel market so it has the
number of works and operations which it has to do to satisfaction of the guests and have
to work 24 hours and 365 day in year, by the dividing the work in a number of workers
will help the hotel that employees will pay more attention on their work can fulfil work n
short period by reducing the burden.
2. Authority and responsibility - Imperial has 6 department to monitor the operation of the
hotels. And they have the authority to direct, guide, and controlling the staff. Its staff's
responsibility to listen to them and its manager's responsibility to guide them in effective
manner which helps the Imperial hotel to work effectively with positively (Dahlgaard-
Park, Reyes and Chen, 2018).
3. Discipline - To maintain the discipline in the hotel, its staff and employee's must respect
and obey their supervisor's direction to complete the task and to satisfied the guests and
provide the best services to them.
4. Unity of command - Only one supervisor must give the command to Employees and
staff according to their work. By getting the different command from different
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supervisors for different work, staff get confused and over burdened and fail to complete
single task. Because, of this Imperial hotel work culture get negative (Noe and et.al,
2017).
5. Unity of Direction - If there is group of tasks in the Imperial hotel for common
objective, then there should be one single supervisor and single plan to accomplish the
common objective, so they can guide their staff effectively to provide the best service
value the guests by hotel.
6. Subordination - Employees and staff have to understand that they hired in the Imperial
hotel to provide the best service to guests and satisfied them that they can visit again in
hotel. For this have to give more interest in the hotel goods and services. This improve
the work efficiency of the worker and can work effectively (Hislop, Bosua and Helms,
2018).
7. Remuneration - Wages give the most satisfaction to the employees. If Imperial hotel
management will pay fair wages to the employees and firm so employees also work with
interest (Development of Management Theory,2019).
8. Centralization - If there is centralization in the Hotel authority that dispersed the power
between the management equally, so the higher level would have less stress and can
better decision regarding hotel.
9. Scalar chain - If there is perfect organisational structure in the hotel, relationship would
be good between supervisor and subordinates and it will be easy for to follow the
instructions in the hotel and work culture also would be positive (Loucks and Van Beek,
2017).
10. Order - For positive work culture in the Imperial hotel there should be fixed place of the
every employee and its HR management responsibility to hire right person for the right
position in the hotel that they can work smoothly.
11. Equity - Its management responsibility to maintain equity and equality in among the
hotel employees and staff and also maintain the combination of justice and kindness. If
they treat them equally there will be no dispute and negativity in the Imperial hotel.
12. Stability of Tenure of personnel - If management will provide the incentives for their
extra working time and make policies for their welfare, this will maintain the stability of
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the employees in the hotel and reduce the employee turnover (Schaltegger, Burritt and
Petersen, 2017).
13. Initiative - In all level of department managers must take the initiative for any change in
the Hotel which should be in favour of the organisation and employees as well and also
encourage the employees and staff of the Imperial hotel to take initiative in any work so
work can fulfil effectively.
14. Esprit de Corps - This means that to maintain the harmony and positive culture and
environment in the organisation. Encourage the teamwork in the Imperial hotel because
the harmony is great strength to Hotel and create the positive culture in the organisation.
System Theory of Management
This system approach defines the system of the organisation as a set of interdependent
and inter-related parts as whole. A system is made up with regularly interacting or
interdependent groups of activities. This system theory is work on the two types of system -
Open and closed system.
Open system are, in which a Hotel interact with the environment like suppliers, labour,
customers/guess and it has great impact on the operation of the Imperial hotel as hotel is only
based on the suppliers and guests (Components of Systems Theory of Management,2019).
Suggestions to manage the problem:
 Improve the standard and levels of supervision within all departments: To resolve
the problem of the negative work culture in the Imperial hotel, management should
increase the level and standard of supervision in all the departments. Management should
hire only qualified and experienced supervisor for supervise the staff of the hotel. They
should provide the proper training to supervisor of the imperial hotel that they can lead
their staff and employees in positive direction that create the healthy and positive
environment in the hotel. So that, employees can work effectively to provide the services
to their guests and can achieve the target of the organisation with in the time and can get
the reward. This will reduce the negative work culture, improve the value of the hotel in
London that Imperial hotel provide the best service (Rosenberg Hansen and Ferlie,
2016).
 Improve a culture of collaboration and respect amongst colleagues: The main reason
of the negative culture in the organisation is to lack of respect and collaboration with
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each other like subordinates or staff do not inform their supervisor before taking the
leaves. By improving the collaboration between the employees, encourage team efforts
and their works and if supervisor respect the views and ideas of the staff they will also
respect them and also respect the views and ideas of each other. This will create the
positive environment in the hotel, staff willingly stand at the service of their guests to
provide the best value of amount. This will help the Imperial hotel to reduce the negative
culture and negativity about the hotel being not provided the value of amount and will
help to increasing the business (Dahlgaard-Park, Reyes and Chen, 2018).
 Get staff regularly involved in planning and problem-solving operational
challenges: Imperial hotel's management and supervisor can involve their employees and
staff in all the activities of the Imperial hotel. Management should discuss the problem
with the employees or hotel staff that they can also be get aware of the hotel problems. So
the employees and staff can give their views and share the ideas to resolve the problem.
With the help of this new ideas will also come and employees will understand the hotel
problem and work effectively to resolve it and though create healthy and positive culture
and increase the value of the hotel with in short period and helps in recreating the positive
image (Brunsson, 2017).
 Reward good customer service and good attendance: Another reason of the negative
culture is that hotel staff do not get the exposure or any rewards for their hard work, so
they do not perform their task with interest and willingly. If Imperial hotel give them
rewards for providing service to customers and for maintaining full attendance, promote
them. So the employees will willingly perform their duties and provide good services to
satisfy the customers. It will increase the harmony and positivity in the hotel and this will
help the Imperial hotel in staff turn over and increase the hotel business (Peaucelle and
Guthrie, 2015).
 Better training of staff of company-wide standards and values: To improve the
culture of the Imperial hotel, staff should get the proper training according to their work
for handle problems and issues of the customers, For providing the best services to the
guests, way of treat them to give the satisfaction and best value of the amount of the
customers regarding food, techniques, query, management in all level. This will increase
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the trust of the guest with respect of the Imperial hotel not only in London but in all the
countries (Dahlgaard-Park, Reyes and Chen, 2018).
CONCLUSION
From the above study it can be concluded that management play main role in any
organisation to managing, controlling and directing the organisation and its operation using
available resources with the help of the people to achieve the determined objective of the hotel.
As in the Imperial hotel, London facing many problems from last few years and losing trust of
guests and also losing the business and image in hotel market. But main problem is its negative
work culture in the Hotel, that lead the other problems like high employee turnover, poor guest
satisfaction and ineffective leadership and many more. By applying the System Theory and
Henri Fayol – Administrative Theory of management can resolve the problem of Imperial hotel.
These theories help the Imperial hotel in maintaining harmony and positivity in the hotel. These
theories also help the hotel in maintaining the relation with their staffs and other external system
like suppliers, customers etc. Problem of negativity in the hotel can also be resolve by giving
rewards, respect of each other's views and by providing better training to the hotel staff as
accordance with their work. With the help of these Imperial hotel can improve its market value
again, reduce the negative work culture and high employee turnover, can satisfy their customers
by providing the best value of their amount.
REFERENCES
Books and Journals
Ansoff and et.al., 2019. Implanting strategic management. Springer.
Brunsson, K., 2017. Management Theory. In The Teachings of Management (pp. 27-33).
Springer, Cham.
Dahlgaard-Park, S.M., Reyes, L. and Chen, C.K., 2018. The evolution and convergence of total
quality management and management theories. Total Quality Management & Business
Excellence. 29(9-10).pp.1108-1128.
Fayol, H., 2016. General and industrial management. Ravenio Books.
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Hislop, D., Bosua, R. and Helms, R., 2018. Knowledge management in organizations: A critical
introduction. Oxford University Press.
Khorasani, S.T. and Almasifard, M., 2017. Evolution of management theory within 20 century:
A systemic overview of paradigm shifts in management. International Review of
Management and Marketing. 7(3). pp.134-137.
Loucks, D.P. and Van Beek, E., 2017. Water resource systems planning and management: An
introduction to methods, models, and applications. Springer.
Noe, R.A., Hollenbeck, J.R., Gerhart, B. and Wright, P.M., 2017. Human resource management:
Gaining a competitive advantage. New York, NY: McGraw-Hill Education.
Peaucelle, J.L. and Guthrie, C., 2015. Henri Fayol. In The Oxford Handbook of Management
Theorists.
Rosenberg Hansen, J. and Ferlie, E., 2016. Applying strategic management theories in public
sector organizations: Developing a Typology. Public Management Review.18(1).pp.1-19.
Schaltegger, S., Burritt, R. and Petersen, H., 2017. An introduction to corporate environmental
management: Striving for sustainability. Routledge.
Online
Components of Systems Theory of Management.2019.[Online].Available
through<http://www.businessmanagementideas.com/management/components-of-systems-
theory-of-management/4711>
Development of Management Theory.2019.[Online].Available
through<https://www.toppr.com/guides/business-management-and-entrepreneurship/
nature-of-management-and-its-process/development-of-management-theory/>
Management models and theories associated with motivation, leadership and change
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