Improving Hotel Services: Manager's Responsibility

This assignment discusses the responsibility of hotel managers to improve services by motivating workers, enhancing staff quality, and addressing customer complaints. It also highlights the significance of providing staff incentive schemes to encourage employees to meet standard work expectations and enhance overall productivity. The solution draws from various management theories and studies to provide a comprehensive understanding of how hotel managers can improve services to increase customer satisfaction and loyalty.

Introduction to
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
Poor Guest Satisfaction...............................................................................................................1
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Management is consider as an important aspect that includes the activities related the
function of planning, organizing, directing and controlling human and information resources
efficiently in order to attain organizational goals and objectives. In this context, manager of the
company also play a significant role in handling employees task and activities with the aim of
retaining them for longer period of time (Anderson and et. al., 2015). With the assistance of this,
company can easily serve better services to their potential customers by managing employees
activities at workplace. In addition of this, customers are the main aspect for business
organization to maximizing their profitability level by providing them unique and quality
services so that they can attain their higher satisfaction towards the company and its services as
well. For attaining the same, company is responsible to make staff members enable to understand
customers needs and wants. By this, firm can easily their strong customers base and also make
positive brand image at market.
Current report is based on The Imperial Hotel which operate their business in London and
owed by the international branded chain of hotels. Mainly, The imperial hotel serve various
facilities to their customers with the purpose of attaining higher customers satisfaction. Along
with this, hotel includes 500 bedrooms, conference facilities for 1000 people. Furthermore, they
also includes 450 staff members who are able in managing customers services for providing
them better services and satisfaction as well. Currently, management of hotel face various issues
which negatively impact on the brand image. For this, management hired new general manager,
Peter Fransworth who has recently taken over the management of the whole hotel. He provide
solution to the hotel to resolve issues in order to improve the performance level. This report is
based on the issue of poor guest satisfaction which may reduce the profitability level of company
at market place.
MAIN BODY
Poor Guest Satisfaction
In the case of the Imperial Hotel, London, the Hotel is facing with the problem of low
level of satisfaction in their guests from the services provided by them (Andraszewicz and et. al.,
2015). It was made clear for the Guest Satisfaction Survey (GSS) which the company was
undertaken by the Hotel on monthly basis. The low satisfaction level of customers was due to
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low quality services of the staff as well as of the rooms also. Not only this but the receptionist of
the hotel was also unable to deal good with the guests of the company. It is important for the
companies to take into consideration those activities which make sure its completion of activities
related to the improvement in their services successful. The issues were also related to improper
behaviour of the receptionist of the Hotel which shows that they were not properly trained
regarding how to deal with the customers. As receptionist is the first person and gives the first
impression about the Hotel so it is important for him to deal good with the customers. The
complaints of the quests were also about no response about their complaints which decreases the
satisfaction level of customers and also impacted upon the profitability of the Hotel (Brocke and
Rosemann, 2014).
Imperial Hotel is one of the biggest hotel in London so it is important for the Hotel to
review its policies again so that they may be able to perform their activities in a good manner. It
is possible for the company to make those policies which includes the involvement of both the
managers and their employees. Further with the passing of time it is also necessary for the Hotel
Manager to review their policies so as to make improvement in the working of the Hotel
according to the changing environment and trends of market. The following report is focused on
the problem of dissatisfaction among the customers of the Hotel which can also cause many
other problems such as high labour turnover, negative impact of culture, inefficient management,
etc. which is impacting negatively on the image and goodwill of the Hotel in the market Later it
will also result in lowering down the sales, profit and revenues of the Hotel also. It is clear for
the survey done by the Hotel in every month in which there are many problems which are found
such as no response to current report is based on The Imperial Hotel which operate their business
in London and owed by the international branded chain of hotels. Mainly, The imperial hotel
serve various facilities to their customers with the purpose of attaining higher customers
satisfaction. Along with this, hotel includes 500 bedrooms, conference facilities for 1000 people.
Furthermore, they also includes 450 staff members who are able in managing customers services
for providing them better services and satisfaction as well (Haddow, Bullock and Coppola,
2017). Currently, management of hotel face various issues which negatively impact on the brand
image. For this, management hired new general manager, Peter Fransworth who has recently
taken over the management of the whole hotel. He provide solution to the hotel to resolve issues
in order to improve the performance level. This report is based on the issue of poor guest
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satisfaction which may reduce the profitability level of company at market place. mplaints, room
services, incompetent staff, billing errors, technical problems regarding checking in and checking
out, etc. are faced by the customers of the Imperial Hotel. Looking on these problems ongoing in
this Hotel there is a need to properly guide and train to the employees so that their efficiency can
be enhanced and should enhance their as well as the Hotel's performance (Hislop, Bosua and
Helms, 2018).
The managers of Imperial Hotel can help the employees of the Hotel to perform their
tasks effectively. The upper level management of the company can frame those policies which
can provide proper guidance to the employees and will tell them about how to perform their task
they are provided with. When the employees are leaving the organisation, at that time by
conducting personal interviews, the manager can make himself aware about the problem faced
by their employees regarding the completion of their tasks. The following step will help the
Hotel in gaining back their employees and achieve efficiency in their work. The improvement
must be made in some policies of the hotel which will make the employees to perform their
action in a better way. With the help of application of these theories, the hotel will be able to
make improvement in the efficiency of their workers which are discussed as under:
Human Relation Theory: In accordance with this theory, the business can only achieve their
working targets in the condition at the time when they are having good relation with their
employees also. The perception of every human being differs from each other and likewise their
thinking also differs. So it becomes the duty of managers to deal calmly and patiently to their
employees and make them understand the way of doing things in a polite and calm manner. The
result of this action will be increase in the motivation level of employees due to which they will
put their problems faced by them while performing their duties in front of managers easily and
will also get resolution for it. In this way the relation in between both the employers and
employee can be made good (Hazen and et. al., 2014). In addition to this, it will also result in
increase in the efficiency of workers which will Management is consider as an important aspect
that includes the activities related the function of planning, organizing, directing and controlling
human and information resources efficiently in order to attain organizational goals and
objectives. In this context, manager of the company also play a significant role in handling
employees task and activities with the aim of retaining them for longer period of time. With the
assistance of this, company can easily serve better services to their potential customers by
3

managing employees activities at workplace (Wright, 2018). In addition of this, customers are
the main aspect for business organization to maximizing their profitability level by providing
them unique and quality services so that they can attain their higher satisfaction towards the
company and its services as well. For attaining the same, company is responsible to make staff
members enable to understand customers needs and wants. By this, firm can easily their strong
customers base and also make positive brand image at market.
Current report is based on The Imperial Hotel which operate their business in London and
owed by the international branded chain of hotels. Mainly, The imperial hotel serve various
facilities to their customers with the purpose of attaining higher customers satisfaction. Along
with this, hotel includes 500 bedrooms, conference facilities for 1000 people. Furthermore, they
also includes 450 staff members who are able in managing customers services for providing
them better services and satisfaction as well. Currently, management of hotel face various issues
which negatively impact on the brand image. For this, management hired new general manager,
Peter Fransworth who has recently taken over the management of the whole hotel. He provide
solution to the hotel to resolve issues in order to improve the performance level (Joseph and
Lehmann, 2015). This report is based on the issue of poor guest satisfaction which may reduce
the profitability level of company at market place. directly contribute towards the improvement
in the efficiency of Hotel, its profitability and also the satisfaction level of customers. Like every
other business, the Imperial Hotel can also confront those situation when they need support and
cooperation form their employees, and the managers cannot make employees to complete the
work only through formal way. Some tasks are also performed in informal ways and at that time
the relation among the employees and employer will work a lot. So the application of this theory
will be helpful for Imperial Hotel for making improvement in the performance of their
employees (Wilkinson, Wood and Demirbag, 2014).
Scientific Management Theory: This theory was propounded by Fredrick Winslow Taylor.
According to this theory, it focuses on four principles which recommends that the scientific
methods are to be used to determine the best efficient way for performing a task in the workplace
(Management Theories Every Small Business Owner Should Know,2019). There is a requirement
to adopt those policies by which it becomes easier for the employees to provide assign with their
duties and make them responsible for their work. In the case of Imperial Hotel, the manager of
the Hotel is required to discuss with their employees regarding the problems faced by them
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during the course of their work and also motivate them to work. In addition to this, employees
must be provided with sufficient training and guidance to their employees (Salic and Zelic,
2018). Further it is also essential for the Hotel to look over the technical issues and solve the
complaints of customers are the first preference. In this way, this theory can be applied in
Imperial Hotel.
Apart from this, there are some effective ways provide by the Peter Famsworth to resolve the
business problem in appropriate manner and at the same time also enhance the chances of arising
issues in customers mind towards the hotel services. All these are as follows:
 Proper training of staff members: Training is one of the important factor for hotel to
achieve their target in appropriate manner. For this company is responsible for making
effective policies by which workers can easily perform their task and also handle
customers queries. In context of Imperial Hotel, customers are facing issues related with
checking in and checking out in the hotel that negatively affect on their satisfaction level,
Thus, providing proper training is important for staff members so that workers are easily
handle customers quires about the services offered by the hotel. In addition of this, hotel
must use updated technology so that waiting time of customers get reduced which may
improve the satisfaction level of the customers (Loucks and Van Beek, 2017).
 Customers needs and wants: It is important for hotel to ficus on customers needs and
wants while providing them services. As requirements of the guest is change as per
continuous basis so that staff members of hotel needs to take feedback from their guest at
the time of checking in and checking out the hotel. This will aid in improving the chances
of attaining better satisfaction of the customers and at the same time also improve the
brand image of the company.
 Feedback from guest: Taking feedback from customers is play a significant role in
analysing their demand towards the company and its offerings. This will aid in reducing
the chances of guest complaints and negative results. In order to improve satisfaction of
the customers, it is important for imperial hotel to analysis their issues and complaints
that faced by while consuming company services. With the assistance of this staff
members of imperial hotel can easily provide better services and resolve all the queries
that arise on customers mind (Noe and et. al., 2017). With the assistance of this, hotel
reduce the poor customers satisfaction and also create loyalty towards the company.
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All these are the effective ways by which Imperial hotel may improve customers
satisfaction by providing them better facilities as per their requirement. Apart from this, staff
incentive schemes is also beneficial for encouraging staff members. With the assistance of
employees perform their task effectively and improve satisfaction of the customers. This will
directly increase the overall productivity level of the company at market place (Nekvapil and
Sherman, 2015).
CONCLUSION
From the above mentioned report it has been concluded that, customers
satisfaction is one of the important concern for business organization to improve their brand
image at market place. With the assistance of the higher customers satisfaction company can
easily make their growth more competitive and higher as well. In addition of this, customers
demand is also must be considered while providing them services so that they can easily get
satisfied with company and its services as well. In order to improve the poor customers
satisfaction, staff members is responsible for taking feedback from their guest which make them
enable in improving their services. With the assistance of this, company can easily invite
number of customers and make strong customers base.
In this, staff members play a vital role in handling and managing guest requirement by
providing them better services. In context of this, manager has to change their policies to
improve customers satisfaction by motivating workers, improving poor quality of staff, room
quality and many more. This will directly contribute in reducing the chances of arising
complaints in customers mind towards the company services. For improving the issues, it is
responsibility of manager to provide staff incentive schemes to encourage their staff members in
order to meet standard of work and enhance overall productivity. By this staff members of hotel
provide attention to their guest and solve all the quires related with the services. This will aid in
improving the customers satisfaction and at the same time also make them loyal towards the
Hotel.
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REFERENCES
Books and Journals
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approaches to decision making. Cengage learning.
Andraszewicz, S. and et. al., 2015. An introduction to Bayesian hypothesis testing for
management research. Journal of Management. 41(2). pp.521-543.
Brocke, J. V. and Rosemann, M., 2014. Handbook on business process management 1:
Introduction, methods, and information systems.
Haddow, G., Bullock, J. and Coppola, D. P., 2017. Introduction to emergency management.
Butterworth-Heinemann.
Hazen, B. T. and et. al., 2014. Data quality for data science, predictive analytics, and big data in
supply chain management: An introduction to the problem and suggestions for research
and applications. International Journal of Production Economics. 154. pp.72-80.
Hislop, D., Bosua, R. and Helms, R., 2018. Knowledge management in organizations: A critical
introduction. Oxford University Press.
Joseph, S. and Lehmann, J., 2015. Biochar for environmental management: an introduction. In
Biochar for environmental management (pp. 33-46). Routledge.
Loucks, D. P. and Van Beek, E., 2017. Water resource systems planning and management: An
introduction to methods, models, and applications. Springer.
Nekvapil, J. and Sherman, T., 2015. An introduction: Language management theory in language
policy and planning. International Journal of the Sociology of Language. 2015(232).
pp.1-12.
Noe, R. A. and et. al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Salic, A. and Zelic, B., 2018. Introduction to environmental engineering. Physical Sciences
Reviews. 3.
Wilkinson, A., Wood, G. and Demirbag, M., 2014. Guest editors’ introduction: People
management and emerging market multinationals. Human Resource Management.
53(6). pp.835-849.
Wright, P., 2018. Fundamentals of human resource management. Management. 5. p.27.
Online
Management Theories Every Small Business Owner Should Know.2019. [Online]. Available
Through: <https://www.businessnewsdaily.com/10626-management-theories-for-smbs.html>
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