Improving Employee Motivation at Imperial Hotel

This assignment focuses on developing strategies to improve employee motivation at the Imperial Hotel. It emphasizes the importance of a positive work environment, effective communication, and recognition programs in fostering employee satisfaction and productivity. The analysis suggests that addressing issues like poor coordination, lack of teamwork, and inadequate IT system utilization can contribute significantly to higher employee morale and, consequently, better guest service.

Introduction to Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK ..............................................................................................................................................1
Problem.......................................................................................................................................1
Interpretation of problem............................................................................................................1
Peter Farnsworth’s Suggestions:.................................................................................................5
Recommendations:......................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7
Appendices.......................................................................................................................................9

INTRODUCTION
Management includes activities of setting strategy, coordinating efforts of workforce and
implement available resources such as natural, financial, human resource & technological to
attain desired objectives of firm. For delivering high quality services, effective management and
leadership is required (Abe, 2010). Management theories administer direction to managers to
improve functioning and working of hotel. This will supports in providing quality services to
guests and attainment of goals and objectives. In the present assignment, given organisation is
Imperial Hotel of London which cater its services to international tourist & business guests.
Number of facilities are render by hotel includes bars & restaurants, 500 bedrooms, conference
rooms, leisure centre and swimming pool. It attains staff of 450 employees, 6 head departments
and outside cleaning contractors by the help of which hotel deliver high quality services to their
guests and satisfy them. This report defines problem of front office staff which includes
conference and banqueting, reception, restaurant & bars. The major problems that administrator
experience includes poor guest satisfaction, negative work culture, ineffective management &
leader ship, high staff turnover, ineffective use of IT system, lack of team working, poor
operating and controlling procedures. It directly influence profitability and costs of Imperial
Hotel. Due to ineffective use of IT system and poor team working, hotel face various problems
which are described in this project. All such problems put negative impact on performance of
firm.
TASK
Problem
Inefficient use of IT system and poor team working in front office staff
Interpretation of problem
Imperial Hotel of London is a part of a well known international branded chain in 4 star
market (Runge, 2011). It is located in heart of London's west end and caters international
business & tourist guests whose expectations are high regarding service standards. In hospitality
industry, hotel has strong brand image. More than 25 hotels are operated by Star hotel in United
Kingdom. Through these, they provide effective services to large group of customers. They
mainly emphasize on increasing satisfaction level of guests by administering them unforgettable
experience (Albert and Beatty, 2014).
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Staff members highly contribute in success of organisation. But, the general manager of
Imperial Hotel, Peter Fransworth noticed some issues that firm face. Conflicts between different
departments creates a sense of dissatisfaction among staff members. After examining work
environment within firm, it has been determined that due to lack of coordination and team
efforts, workforce are fail to manage and provide effective services to guests (Anderson and et.
al., 2015). Communication of inaccurate or wrong information were creating a lot of difficulties
among department in managing their services. Front house staff plays major role in supporting
guests and offering services. It is required by staff members of all the departments to have
updated data and information on arrival and departure of guests, their needs and billing data.
Reception staff of hotel are working in 8 hour shift. The supervisor has the responsibility to
manage team and passing important guest information to next shift. Because of this, information
related to guests can not pass on to next shift. It creates conflicts among reception staff as
inaccurate data are being provided to other departments. They fail to provide accurate
information to housekeeping, bar & restaurant, conference and banqueting staff. This creates a
lot of problem and put negative impact on costs and profitability of hotel as housekeeping staff
do not have guests staying data. Because of that, they fail to clean rooms on time.
All this bring dissatisfaction among guests and they also complain that reception staff are
not behaving well with them. All these issues creates conflicts among various departments and
start to blame each other for failure in proving effective services to guests. Behind all this
mismanagement, the major reason is miscommunication and poor team working. It results in
wastage of food and other resources of Imperial Hotel. This creates negative image of firm in
eyes of customers and they fail to get their loyalty towards hotel. Due to this, unnecessary costs
are increased and profitability decline (Boswell and O'Kane, 2011). Main issues face by Imperial
hotel:
 Various complaints are come from banqueting and conference staff due to which, they
fail to organise meetings in proper way.
 Due to lack of coordination and conflicts among staff members, the IT system used by
Imperial Hotel are not being utilized properly.
 Reception staff is not able to provide appropriate data to house keeping department which
creates a lot of conflicts among them.
Application of management theory to improve team working
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Main objective of applying management theory is to increase coordination among staff
members and improve performance of firm. This will assists manager in enhancing quality of
services and increasing customer satisfaction. Management approaches also facilitates in
managing work in proper way and resolving conflicts among team members that takes place
within an organisation. In Imperial Hotel, it is required by manager to apply various theories and
approaches in order to improve functioning of departments & resolve issues of staff. As per the
given case study, hotel is unable to administer effective services to guests because of lack of
coordination and control. This negatively impact on rating of organisation as they fail to attract
customers and gain their loyalty. Non-performing duties and responsibilities by employees are
the main cause of arising such problems (Damron, 2013). There are various theories which are
required to be applied by manager of Imperial Hotel. Some of these are defined below:
Classical theory: This theory states that, the structure of business should be systematic.
This will assist employees in understanding their duties and responsibilities properly and enables
them in performing their roles in better and effective manner. It facilitates management in
monitoring all activities of workforce so that assigned duties can be performed in appropriate
way by staff members. Application of this theory assist manager of Imperial Hotel in enhancing
their quality of services. According to this approach, management of firm is responsible for
maintaining healthy work surroundings within workplace. It assists in creating confidence and
motivation among manpower & they are encourage to work in more effective manner. This
theory contributes in building effective teams and developing coordination as well as cooperation
among them.
Contingency theory: It is a management approach that asserts that there is no appropriate
way to organise corporation, make decisions and lead company. It will depend on external and
internal situation. This theory states that, effectiveness is contingent upon interplay among
management behaviour application and specific situation. Application of this approach assist
manager of Imperial Hotel in identifying and solving issues under different situations. This
brings coordination among staff members and improves performance of hotel in effective and
efficient manner (Haddow, Bullock and Coppola, 2013).
Human relation theory: This theory majorly emphasize on behaviour & interest of
human resource who are working within organisation. Main objective of applying this approach
is to improve productivity of firm as well as its employees. Management of Imperial Hotel focus
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on performance of manpower and administer them appropriate training programme so that their
skills and competencies can be improved. This will leads to improvement in performance of staff
members and get motivated. It increase their participation in activities of firm and operations of
business are performed effectively.
Bureaucratic management theory: This theory is given by Max Weber which indicates
two major components which assist in building hierarchy in framework of business and
establishment of objectives and goals. It is an effective approach of management that needs to
be applied by administrator of Imperial Hotel. This assists in eliminating conflicts among various
departments that arise due to ineffective monitoring and control over various functions.
Tuckman model of group development:
This model was given by Bruce Tuckman in year 1965. Application of this model is
necessary for team to grow, tackle problems, face challenges, find out solutions, plan work &
deliver results. In order to build team and develop team work, there are some stages that needs to
be followed by manager of Imperial Hotel (Hislop, 2013). These phases are defined below:
Forming: Under this, team members are highly dependent on leader for getting guidance.
Here, roles and responsibilities of individuals are not clear. Team meets & learn about challenges
and opportunities, then agree on goals & initiates to handle tasks. They tend to behave
independent. They bring positive outcome in firm as individuals are independent and perform
well.
Storming: It is a second phase in which problems or issues that arise among team
members are determined and leaders emphasize on resolving them as soon as possible. Here,
team members start to gain trust of each other. They work collectively and initiates to learn about
working styles of an individual and their likes & dislikes.
Norming: At this stage, personal clashes and disagreements are resolved & coordination
and cooperation is generated among team members. Here, team members are aware of
competition & they share common goals. Each member work for success of team. They start
tolerating fancies and whims of other team members.
Performing: With roles and norms, members of group emphasize on attaining common
goals and reach to high success level. At this stage, team members are motivated and competent
and are able to take decisions without supervision. This will assist in attaining goals and
objectives of Imperial Hotel in an effective and efficient manner.
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Peter Farnsworth’s Suggestions:
In given case, various issues and conflicts that takes place in imperial hotel are identified
which needs to be resolved by management so that, functions of business can be performed in
effective manner (Why Customer Satisfaction Is Important, 2017). As per the case study, main
reasons behind arising such problems is ineffective coordination & miscommunication. It
restricts staff members from performing their assigned duties in well manner. This will
negatively influence costs and profitability of hotel. So, it is important for management to
emphasize on performance of employees. It helps in providing high quality of services to guests
and maximising their satisfaction level. In order to resolve issues of poor team working &
ineffective user of IT system, manager of Imperial Hotel requires to adopt some ways which are
defined below:
Training of IT system: It is important for manager of Imperial hotel to determine training
needs of staff members and develop effective training programmes. They needs to administer
them training related to use of IT system including Property management system and Micros
fidelio reservation (Kern, 2014). This will assists in improving their knowledge related to proper
use of IT system. It enables them to work effectively and gathering all important data and
information of guests in proper way. They communicate these information with other members
of staff and proper working is performed in hotel. This will ultimately reduce cost and improves
satisfaction level of guests.
Cross team building exercises: Miscommunication and poor working of manpower is the
major reason behind arising conflicts among team members. In order to eliminate this issue,
management needs to develop team building exercises. They should conduct various activities
within organisation on regular basis. This will enable employees to interact with each other and
understand behaviour. It develops coordination among team members and effective teams are
formed. Motivation of employees is increase and team work is encouraged. It ultimately declines
conflicts and increase performance of hotel.
Review team bonus schemes: To motivate and encourage staff, it is essential for
management to give appreciation and rewards to staff members in the form of bonuses,
incentives etc. for their performance (Kim, Jvm Co, 2012). They needs to review their bonus
schemes and adopt reward system. This will help Imperial Hotel in reducing staff turnover and
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increase motivation among them. It encourage workforce to perform in better way and attaining
objectives of firm. It increase profitability of hotel and reduce unnecessary costs.
Recommendations:
As Imperial Hotel provides hospitality services, these need to be effective and customer
oriented. For every organisation, customers are the important part who contributes in its growth
and success. As hotel face issues related to IT system, they needs to provide training to their
manpower which enables them to operate system effectively. They should also introduce
effective measures in order to eliminate conflicts that takes place in firm. The main reason
behind inefficiencies and poor coordination is lack of motivational factors. So, firm needs to
provide compensations and rewards for their work to eliminate these inefficiencies. Apart from
this, they also needs to conduct various activities within firm so, that participation of employees
can be increased and they can interact with each other in more better manner. All this helps in
developing coordination among employees and they can work collectively. This eliminates the
issue face by hotel and increase profitability of organisation.
CONCLUSION
As per the above mentioned report, it has been concluded that poor team working and
miscommunication creates many problems and impacts negatively on costs and profits of firm.
So, it is crucial for management to apply various approaches in order to resolve such problems.
They needs to maintain a healthy workplace surroundings so that employees stay motivated and
perform their duties well. This will assist firm in delivering high quality services to guests and
satisfy them.
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REFERENCES
Books and Journals
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Abe, M., 2010. Introduction: Japanese management in the 21st century. In Innovation and
change in Japanese management (pp. 1-11). Palgrave Macmillan UK.
Albert, M and Beatty, B.J., 2014. Flipping the classroom applications to curriculum redesign for
an introduction to management course: Impact on grades. Journal of Education for
Business.89(8). pp.419-424.
Anderson, D.R and et. al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Boswell, R and O'Kane, D., 2011. Introduction: Heritage management and tourism in Africa.
Journal of Contemporary African Studies.29(4). pp.361-369.
Damron, W.S., 2013. Introduction to animal science. Pearson Higher Ed.
Haddow, G., Bullock, J and Coppola, D.P., 2013. Introduction to emergency management.
Butterworth-Heinemann.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.
Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
Kim, J.H., Jvm Co., Ltd., 2012. Automated medicine storage and medicine
introduction/discharge management system. U.S. Patent 8,281,553.
Runge, M.C., 2011. An introduction to adaptive management for threatened and endangered
species. Journal of Fish and Wildlife Management.2(2). pp.220-233.
Online
Why Customer Satisfaction Is Important. 2017 [Online] Available
through<https://survicate.com/customer-satisfaction/importance-customer-satisfaction/
>./
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Appendices
Cause and effect diagram for Imperial Hotel
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Poor coordination and lack of
team working
Lack of team working
IT system not using properly
High employee turnover
Poor guest satisfaction
More and more employees
leaving jobs
Utilising system properly
Providing appropriate rewards
Better result in future