Management of Imperial Hotel of London : Assignment
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Added on 2020-06-05
Management of Imperial Hotel of London : Assignment
Added on 2020-06-05
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Introduction to Management
Table of ContentsINTRODUCTION...........................................................................................................................1TASK ..............................................................................................................................................1Problem.......................................................................................................................................1Interpretation of problem............................................................................................................1Peter Farnsworth’s Suggestions:.................................................................................................5Recommendations:......................................................................................................................6CONCLUSION................................................................................................................................6REFERENCES................................................................................................................................7Appendices.......................................................................................................................................9
INTRODUCTIONManagement includes activities of setting strategy, coordinating efforts of workforce andimplement available resources such as natural, financial, human resource & technological toattain desired objectives of firm. For delivering high quality services, effective management andleadership is required (Abe, 2010). Management theories administer direction to managers toimprove functioning and working of hotel. This will supports in providing quality services toguests and attainment of goals and objectives. In the present assignment, given organisation isImperial Hotel of London which cater its services to international tourist & business guests.Number of facilities are render by hotel includes bars & restaurants, 500 bedrooms, conferencerooms, leisure centre and swimming pool. It attains staff of 450 employees, 6 head departmentsand outside cleaning contractors by the help of which hotel deliver high quality services to theirguests and satisfy them. This report defines problem of front office staff which includesconference and banqueting, reception, restaurant & bars. The major problems that administratorexperience includes poor guest satisfaction, negative work culture, ineffective management &leader ship, high staff turnover, ineffective use of IT system, lack of team working, pooroperating and controlling procedures. It directly influence profitability and costs of ImperialHotel. Due to ineffective use of IT system and poor team working, hotel face various problemswhich are described in this project. All such problems put negative impact on performance offirm. TASK ProblemInefficient use of IT system and poor team working in front office staffInterpretation of problemImperial Hotel of London is a part of a well known international branded chain in 4 starmarket (Runge, 2011). It is located in heart of London's west end and caters internationalbusiness & tourist guests whose expectations are high regarding service standards. In hospitalityindustry, hotel has strong brand image. More than 25 hotels are operated by Star hotel in UnitedKingdom. Through these, they provide effective services to large group of customers. Theymainly emphasize on increasing satisfaction level of guests by administering them unforgettableexperience (Albert and Beatty, 2014). 1
Staff members highly contribute in success of organisation. But, the general manager ofImperial Hotel, Peter Fransworth noticed some issues that firm face. Conflicts between differentdepartments creates a sense of dissatisfaction among staff members. After examining workenvironment within firm, it has been determined that due to lack of coordination and teamefforts, 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 difficultiesamong department in managing their services. Front house staff plays major role in supportingguests and offering services. It is required by staff members of all the departments to haveupdated 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 tomanage team and passing important guest information to next shift. Because of this, informationrelated to guests can not pass on to next shift. It creates conflicts among reception staff asinaccurate data are being provided to other departments. They fail to provide accurateinformation to housekeeping, bar & restaurant, conference and banqueting staff. This creates alot of problem and put negative impact on costs and profitability of hotel as housekeeping staffdo 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 arenot behaving well with them. All these issues creates conflicts among various departments andstart to blame each other for failure in proving effective services to guests. Behind all thismismanagement, the major reason is miscommunication and poor team working. It results inwastage of food and other resources of Imperial Hotel. This creates negative image of firm ineyes of customers and they fail to get their loyalty towards hotel. Due to this, unnecessary costsare increased and profitability decline (Boswell and O'Kane, 2011). Main issues face by Imperialhotel: Various complaints are come from banqueting and conference staff due to which, theyfail to organise meetings in proper way. Due to lack of coordination and conflicts among staff members, the IT system used byImperial Hotel are not being utilized properly.Reception staff is not able to provide appropriate data to house keeping department whichcreates a lot of conflicts among them. Application of management theory to improve team working2
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