Introduction to Management

This report includes the problem of staff of The Imperial Hotel that the employees turnover is rapidly increased there were many conflicts among the workers and it causes demotivation and dissatisfaction on job employees were leave the hotel and those who are in, they were not done there job in effective manners the guests were complaining about the rooms attendant behave rude and issues regarding cleanness. The Imperial hotel has poor management team which is the reason of such high turnover, job dissatisfaction, and demotivation among the employees.

Introduction to Management
(PROBLEM No. 5)

Table of Contents
INTRODUCTION...........................................................................................................................1
Analysis : ........................................................................................................................................5
Recommendation.............................................................................................................................6
Conclusion.......................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Management is the primary function to get people to work together for achieve the
organizational goals. Its process includes planning, organizing, staffing, directing and
controlling. There are different management style are adapting by the organisations like
Traditional, team, and servant etc. Under the file it is discuses about The Imperial Hotel.
The Imperial Hotel is in London. It is a 500 bedroom hotel which is owned and managed by a
popular international branded chain of hotels in the 4 star market named Star Hotels which
operates 25 hotels in the UK. It provides conference facility to the businessperson guests and all
the luxuries provides by them like they haver 3 bars inside the hotel and swimming-pool in the
heart of the hotel. This report includes the problem of staff of The Imperial Hotel that the
employees turnover is rapidly increased there were many conflicts among the workers and it
causes demotivation and dissatisfaction on job employees were leave the hotel and those who are
in, they were not done there job in effective manners the guests were complaining about the
rooms attendant behave rude and issues regarding cleanness. In this report, discuses on the
theories of management and presents the analysis and solutions to this problems by using
management theories of motivation and leadership theory.
Problem of the hotel:
The Imperial Hotel suffers from the lots of problems regarding the staff and there
performance or inefficiency of work issues. There are 400-500 rooms in the hotel and for
managing it The Imperial needs a lower level staffs like room attendant housekeeping etc. but
hotel were facing the problem of high employees turnover for a long period. Employees were
tended to stay for no longer than six months(Grobelna, 2015). After all this, Hotel hire two
recruitment agencies named ABC (international) to filling up the various posts and agency has
strong selection process, and they recruit Spanish staff for the housekeeping and room attendant
facility. But the Spanish staff used to work in a team, and they do not cooperate with non-
Spanish workers, and they don't work with them, it causes dissatisfaction among the workers and
conflicts on the workplace. The Imperial hotel has poor management team which is the reason of
such high turnover, job dissatisfaction, and demotivation among the employees. The main
problem of The Imperial Hotel is lake of leadership skills in the management and poor
motivation to the workers this leads higher turnover of employees.
Causes:
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It believes that the turnover of the organization is higher than it effect the complex factors
which influence attitude and behaviour of the employees(Berry, Broadbent and Otley, 2016).
One of the main reason of workers turnover is inappropriate selection process. The selection
process must be ensured that candidate were fits well in the hotel and its culture. The problem of
demotivation and dissatisfaction among the staff of The Imperial Hotel occurs because the
employees which hired through the agencies i.e. Spanish staff are dominate on the in-house
working staff, and they do not cooperate with them and refuse to work with them, this situation
creates a huge dissatisfaction and conflicts among the existing staff, because of such situations
workers were not performed their job in effective manner and their performance(Kao, Tsaur
and Wu, 2016). Room attendant were not behaved with the guests it causes number of
complaint from the hotel guests regarding housekeeping and room attendant rude behaviour.
Employees in The Imperial Hotel are tended to stay for longer than 6 months which clearly
interpreted the inappropriate leadership and motivation. Motivation is necessary for every level
of employees who works in the organization. Poor management system is also a reason of job
dissatisfaction. Management team, plays an significant role within the organization(Gassmann,
Frankenberger and Sauer, 2016). Management team of the Imperial Hotel are responsible for
planning, organizing, controlling and motivating workers. Manger with the poor leadership skills
are tended to demotivation and dissatisfaction among the workers. Staff wants to work with the
person who has inspired them and initiate them and having a vision. The conflicts develop in
between Spanish staff and in-house staff causes decrease in the work efficiency in the hotel
worker are being rude to the guests and not performing well. It also affects the mentality of
workers they leave the hotel.
Theories of management
Herzberg's- Two Factor Theory:
This theory says that there are some factors that cause motivation and job satisfaction and
some factors separated dissatisfaction. According to Herzberg's two factor theory, opposite of
satisfaction is not dissatisfaction but instead, no satisfaction. The job satisfaction deals with the
factor which involved in doing job. Whereas dissatisfaction deals with the job context factor.
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Illustration 1: Herzberg's two factor theory
(Source: Motivation theories, 2015)
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In this theory there are two factors disused i.e. hygiene factor and another is motivation
factors. Hygiene factors includes the job dissatisfaction while motivation factor deals with
satisfaction, both two phenomenon are states that the presence of one factor does not mean there
is absence of another one(Wilson-Wünsch and et.al., 2015). In the case of The Imperial Hotel
worker are dissatisfied it means there is no satisfaction, hotel management has to remove the
dissatisfaction by providing staff a good supervision and develops an interpersonal relationship
with the staff members to remove such conflicts among them. Herzbreg says that the removal of
dissatisfying from a job does not necessarily make job satisfying.
Servant Leadership Theory;
This theory is given by Robert Green-leaf, Servant leadership require to leaders to fulfils
the needs of their subordinates in place of their self- interest. The Imperial Hotel's staff leader
has to earn trust and influence their subordinates by following these factors:
 Listening: Leader of The Imperial Hotel must be listened the problems of staff and
understand the things and resolve the problem, by doing these workers are motivates and
perform better.
 Awareness: Leader must be aware and know the contexts of their subordinates.
 Empathy: Servant leader should talk to others in a empathy manner, and understanding
situations regarding issues of employees of hotel and establish a good communication
with in-house workers to solving the conflicts among them.
 Conceptualization: Leader of The Imperial Hotel should be visionary and provide clear
directions to the staff members to reduce the misbehaviour treatment of workers that they
were not polite with the guest, these concepts were reduces the lapping of work by
providing the clear and visionary guidance(Kao, Tsaur and Wu, 2016).
 Building community: The Imperial Hotel's leader must have purpose of unity
development in the staff. Spanish staff did not cooperate with the in-house staff which
leads conflicts, the leader should try to make a unity among them by communicate with
them, which results it can be reduces the employees turnover in the hotel.
 Stewardship: The Imperial Hotel's leader has to take responsibility for their roles as a
leader.
 Foresight: Leader anticipate the future and making a vision to supports the
subordinates(Gassmann, Frankenberger and Sauer, 2016).
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 Persuasion: Management offers a clear perseverance communication to the advance
changes.
Analysis :
After analysing the environment at Imperial Hotel, it has been identified that there are
certain problems which needs immediate attention of the management. First and foremost, the
management of the hotel company needs to change its leadership style. The employee turnover
rate is more than 50% which is not healthy for the smooth functioning of the hotel company.
Also, the hotel needs to distribute work accordingly within the workforce. The human resource
department along with top-level management should offer attractive incentives and rewards
because this will motivate them to work harder(Yumatov and et.al., 2017). The hotel must
offer flexible hours of working by initiating multiple shifts. Recognition and appreciation
towards employees will boost their morale and confidence level. It is the duty of manager to
show career path to the employees by promoting them and by also recognizing their strengths
and weaknesses.
Increasing employee turnover rate and absent is not only reduces the productivity but also
increases the cost of hotel company because huge funds are required for recruitment and training
process. Adopting these practices by Imperial Hotel will definitely reduce its employee turnover
rate and will also increase customer satisfaction(Grobelna, 2015).
Moving on towards the Spanish staff, it has been noted that they perform their duties with
maximum efficiency and effectiveness which is commendable but a problem prevails. The hotel
management and staff has observes that the efficiency of Spanish staff reduces when they work
with non Spanish staff. The main reason being their lack of willingness to adjust. Hence, it is the
responsibility of the supervisor and management to make Spanish staff understand the
importance of teamwork. If there is any discomfort between the two staffs then it must be solved
by the supervisors with immediate effect.
The problem regarding in house staff is that their productivity is detonating continuously.
Therefore, the leader must take the responsibility in improving their performance by providing
them necessary training and development(Zaitseva, Goncharova and Androsenko, 2016). A
leader has a crucial role to play here, he must share his vision for the hotel. Clear set of goals and
objectives must also be communicated,, so that employees know which path to follow. This will
definitely improve their performance. The staff must also be educated about the basic ethics and
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values that the Hotel follows. This will educate them, and they shall understand the way in which
they must behave with the customers. Implementing these practices will definitely show positive
results for the Imperial Hotel in near future.
Recommendation
The Imperial Hotel's management should communicate with the staff and makes en
efforts to build unity in between them, by doing this may reduce the conflicts among them. They
should encourage healthy working environment to the employees. It can be say that an employee
not quit the organization they quit a bad management system, if the mangers are hostile, do not
communicate and provide directions to the workers than it leads to higher employee turnover.
Managers should be with a good leadership skills, so they can handle the situations. Through the
right selection process management of The Imperial Hotel can be resolve most of the problem of
the hotel. They should initiate the worker and give them guidances to perform in effective and
efficient manner. The management of The Imperial Hotel should motivate the existing worker
and also collect the information that for what reason the staff is leaving the organization and
communicate with them and ensure them that their problem will be resolve shortly and influence
workers to not leave the Hotel.
Conclusion
From the above study it has been concluded that in the hospitality sector there are many
problems faced by the management regarding the employees. As per the above case study, The
Imperial Hotel suffers with the problems of employees turnover and dissatisfaction and conflicts
among the workers on workplace and it has been includes that how they overcome with the
problems they were suffers. The problem of the organization is regarding the staffing of
housekeeping department and rooms attendant. The worker turnover in the Hotel has been
rapidly increased day by day and employees tend to stay no longer than a period of 6 months, so
the Hotel has to adapt strategies for resolution of the problems. By adopting the management
theories which is summarized above The Imperial Hotel can be overcome to this issue, they need
to provide proper and systematic training to the staff and executives also needs to be trained for
some different and special skills. It has been analysed the reason behind the problems and how it
can be solved with the help of management theories of motivation and leadership.
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REFERENCES
Books and Journal
Berry, A.J., Broadbent, J. and Otley, D.T. Eds., 2016. Management control: theories, issues and
practices. Macmillan International Higher Education.
Gassmann, O., Frankenberger, K. and Sauer, R., 2016. Exploring the Role of Popular
Management Theories for BMI Research. In Exploring the Field of Business Model
Innovation. (pp. 47-76). Palgrave Macmillan, Cham.
Grobelna, A., 2015. Intercultural challenges facing the hospitality industry. Implications for
education and hospitality management. Journal of Intercultural Management. 7(3).
pp.101-117.
Kao, C.Y., Tsaur, S.H. and Wu, T.C.E., 2016. Organizational culture on customer delight in the
hospitality industry. International Journal of Hospitality Management. 56. pp.98-108.
Wilson-Wünsch, B, and et.al., 2015. The making of hospitality managers: The role of knowledge
in the development of expertise. Journal of Human Resources in Hospitality & Tourism.
14(2). pp.153-176.
Yumatov, K.V, and et.al., 2017. Problem-based learning methods for training staff for tourism
and hospitality clusters. Eurasian Journal of Analytical Chemistry. 12(5b). pp.803-812.
Zaitseva, N.A., Goncharova, I.V. and Androsenko, M.E., 2016. Necessity of changes in the
system of hospitality industry and tourism training in terms of import substitution.
International Journal of Economics and Financial Issues. 6(1). pp.288-293.
Online
Motivation theories. 2015.[online]. Available through
<https://www.tankonyvtar.hu/hu/tartalom/tamop412A/2011-0023_Psychology/
030300.scorml>
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