Analyzing Staff Turnover in Imperial Hotel

The assignment focuses on the critical issue of high staff turnover (80% within a year) at Imperial Hotel. The aim is to analyze this problem, which negatively impacts employee loyalty, customer satisfaction, technology adoption, and overall hotel reputation. By exploring solutions suggested by Peter Farnsworth, such as performance appraisal and assertive leadership, the goal is to enhance management practices, reduce turnover, and regain market share.

INTRODUCTION
TO
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
High Staff Turnover...............................................................................................................1
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7
APPENDIX......................................................................................................................................8

INTRODUCTION
Management is an important part of any corporation as it ensures efficiency of working
and high retention rate of employees that reduces overall cost of employment. If management
operations like organising, planning, controlling, directing, staffing etc. are missing in any
company that will affect the working criteria of the enterprise negatively and that may result in a
reason of diminished market share within the company. This report is focused on a four star
hotel of UK named as Imperial Hotel located in London and founded in 1911. As per case
management personnels were having a prominent status earlier but nowadays managers are
facing lots of problems like poor perception of employees towards work, low payment level to
workers in comparison of competitors etc. and as a solution they hired Peter Farnsworth as
general manager in hotel who has sufficient experience in this field (Anderson and et. al., 2018).
TASK
High Staff Turnover
Human resource management is a very important department in each and every
organization. However in the hospitality industry, because it is within a services sector, the scope
and contribution of HR has a significant impact. In this report the main problem focus, that is
recognised by Peter Fransworth (DATE), is high turnover of employees i.e. turnover is 80% in
Imperial Hotel. Most probable reason for this problem means high employment cost due to lack
of work commitment in the Imperial Hotel is the temporary nature of employment in the
hospitality industry and low wage rates. High turnover for hotel which they are associated with
their employees has been seen in front-line staff members mainly Therefore, the General manger
of hotel is in need to resolve this issue so that employee turnover could get reduced and further it
will show high return and interest in hotel. For improvement of this problem newly appointed
personnel has to make some corrective decisions like instalment of new wage plan, should
provide inspiration to workers etc. so that he can generate more profits along with increased no
of clients.
When WHO conducted exit interviews with their leaving staff they found that employees
were having many kinds of problems like poor guest satisfaction, high staff turnover, conflicts
among house cleaning staff members etc. of problems at workplace that pressurised them to

leave their jobs because of possible poor management, unethical work culture, aggressive
leadership style and lack of proper training programme (Taylor and et. al., 2015).
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Initial Suggestions to Manage Problems
There are some problems defined by Peter Farnsworth (DATE) , such as XYZ and
workers also provided their suggestions to improve their status. These issues related to high
turnover are stated below:
Manage staff more effectively: This resolutions is illustrated below:
Poor management style: Within the Imperial Hotel upper level staff members found that the
main reason for WHO (employees) leaving jobs is mostly because they are facing some
problems due to poor management. For example where top management manager may not be
listening to problems relating to task performance because management personnels are not
concerned about issue that staff is facing in their operations. It seems that management struggles
too much because junior managers are not capable in assignment of task to their workforce on
the basis of their talents and virtue that became reason of conflicts and management is not able to
remove clashes so they got increased and resultant into low retention rate that ultimately
increases staff turnover to company. Workers also faced some other problems such as they are
not paid strong wages that should work as a motivation for them. When Peter Farnsworth joined
Imperial Hotel as general manager provide some suggestions for improving management
patterns and working so that they could work democratically. Here are some suggestions that are
suggested by general manager and these are as follows:
 Management should be concern about needs of their staff members so that they could
work with self motivation and this kind of action will reduce their retention to hotel.
 It is a responsibility of the Hotel to the latest working techniques that diminish who?
workloads and they start working without any stress.
 Managers may consider promoting ethical working because this kind of pattern reduces
clashes and conflicts amongst staff members (Myerson, 2012).
 To deduct flaws and drawbacks management may consider monitoring performance and
assigning s m according to who skills and specializations.
 For developing competition employers has to build effective teams with required talents
and virtue. Because of this action they will be able in reflecting team member as a
competitor and workforce will try to improve their qualities as compared to their
teammates (Albert and Beatty, 2014).
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Offer Regualr training and performance Appraisal and encouragement of talented staff:
Above is a problem that has to be solved by the newly appointed general manager and
some ideas were suggested by manager to top management that are viable in removing weak
areas of performance. Lack of management operations for instance staffing, planning, motivating
etc. are very big issues that has to be resolved in limited period of time and it must for Imperial
Hotel to increase their benchmark from 65% as well as to mitigate employee's turnover from
80%. At last it can be concluded as it has to establish democratic management style to make staff
members happy so that they could be retained for longer period of time.
Training programs: The Imperial Hotel as discussed may reduce the situation described
above by increased monitoring there were presented a poor management pattern that is not
capable in monitoring performance of workers and with this reason they kept their working style
till now that became a cause of poor service quality and low satisfaction among clients of?.
Management personnel must monitor performance and provide staff members and give them
adequate feedback so that they could improve their pattern and get motivation for not to working
even for hard and efficient task completion. Without training programs manpower may struggle
to be competitive for the future ready and managers might not develop confidence to meet
mandatory points in manufacturing of quality services that ultimately affects Customers
satisfaction negatively (Albert and Beatty, 2014).
Attach and Retain: Peter Farnsworth felt need of performance assessment to find out
actual cost and revenue that is generated by individual employee. With assistance of cost and
revenue he will be able in recognising actual areas where workforce need to be trained so that
they could create extraordinary facilities to their guests. There are several ways by which the
general manager can monitor working patterns of employees. These ways are described below:1. Performing a 360 degree evaluation – In this style a manager can invite appraisals from
other staff members along with feedback. ? make sure that these appraisals should be
anonymous otherwise it can create a feeling of reprisal. The most significant benefit of
this appraisal format is that it provides all aspects related to ability, skills and job/task?
interest. In this method the staff member may not be aware that he is being monitored.
This method also pays attention on self appraisal as well.2. Conducting performance assessment – For running an appraisal program techniques that
will be used in performance evaluation are set that adequately point out all grievances
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and also should relate with policy framing. This type of measurement there are some
ways that are use of quantitative methods that includes ratings, cost generation by
employee, cycle time and error rates. All six sections in Imperial Hotel are having their
own quantifiable measurements that are set to compare current working from pre-
determined standards. These benchmarks can be used for evaluating their functionality
and needed corrective action be taken on the basis of them. Other method is use of
qualitative technique that includes measurements of ability of task accomplishment. Peter
Farnsworth need to take decisions for improving functionality of staff members of
Imperial Hotel.3. Ensuring Work Quality – By an effective performance of manpower reflects all actions
that are done by workforce it starts from work ethics and to be ends with individual
achievements. These all actions can be done on an annual basis. For functionality
assessment a comprehensive evaluation can be done and this kind of measurement helps
in identifying potential solutions specifically Imperial Hotel dealing with several staff
problems. For ensuring efficient working some random quality check can be set on which
every employee could check their own functionality level (Runyon, 2013). These quality
checks can be anything like spot check on product quality, review phone calls, inspect log
books on the basis of regular interval. For making a clear judgement upon functionality
of manpower, feedback from customers also to be invited for further decision making.
4. Gauging Time Management – An employee must be assigned tasks as per their skills and
talents and along with this they have to be allotted time in which they have to accomplish
their actions and operations. Before assignment of actions, general manager of Imperial
hotel has to identify time that is spent by manpower on a particular project. For collection
of information regarding duration of projects computer software can be launched as info
must be gathered automatically (Hazen and et. al., 2014). Regular feedback should be
provided to workforce but management personnel must ensure that these reactions like if
employees shares their problems, conflicts with management are not given within short
period of time even workers may take a proper time period to understand their core
reason of issues. All work decorums and dignity is to be followed by each and every staff
of hotel. Herewith these workers must adhere to all policies and regulations of
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organisation so that they could show their loyalty to company and on the basis of this
action upper management could take a profitable decision for staff members.
Offer Pay Packages and benchmark of competitors: As per problem, it is given that
young supervisor left the job because he got better pay scale from competitor. As per solution it
is clear that to retain employees with organisation, it is essential to management that better pay
scale and offers should be provided to staff members like increase in current payment system.
For instance, if present payment system for supervisory staff is £120000 per annum and rivals
are paying 150000 per year to their workers. So for a solution, it is given that management of
Imperial hotel need to improvise payment level at least more that competitors.
This report has shown solutions by which corrective actions could be taken that increases
functionality as well as reduces employee leaving rate. Therefore, by providing a supportive
training program the company can make their staff future ready and they can enhance confidence
level of workers. This kind of action consequently improvise capability of taking risks for e.g.
acceptance of those projects that were not accepted by workforce in earlier time in their
operations that enhances quality of producing goods and services. Employee leaving rate can be
reduced only by measuring performance that is necessary for finding weak areas that need to be
improvise for making world class products and facilities for gaining market share in industry.
Aggressive Leadership Style: Before making decisions to replace aggressive leadership style
with assertive way it is necessary to understand what is aggressive pattern. This style includes for
example, I win-you loose, juniors are not supposed to give their suggestions, opinions and views
as leaders are autocratic and do not allow staff to interfere in their style of working (McCauley,
2012). This is where leaders may threaten their followers to complete tasks at allotted time
duration as well as manipulating employees. In addition, where quality goes wrong or badly the
leader blames executives about ruined tasks related to products and services. The Imperial hotel
main ? is that management personnel want their own way and nobody will interfere in that.
Aggressive leaders in hotel uses cold, hard and sarcastic tone while communicating with staff
members. At last it can be said that they are sick of superiority complex and their followers want
get rid of this and they start leaving corporation. there are some problems like low commitment
level, poor perceptions etc. that executives faced in Imperial Hotel and this activity diminished
status of hotel in marketplace.
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Peter Farnsworth, who are recently appointed as general manager are having lots of
experiences of different hotels of various cities other than London and they came up with new
idea and solutions of this type of problems. GM analysed all situations and launched an assertive
leadership style in which he invites suggestions and opinions from employees so that he can
introduce some actions like new techniques in production methods that improvises quality of
facilities and items. With help of feedbacks from executives Peter Farnsworth can increase
manpower's loyalty as well as motivation that are necessary factors which are helpful in retaining
workers for longer period of time with hotel. Newly appointed general manager is an assertive
leader that walk along with his followers and ensures that nobody will be dissatisfied with
decisions of corporations. GM greets his teammates with warm smile and always ready to listen
their problems and conflicts. This is the reason by which employees feel important and a part of
company and consequently they are connected with association for longer period of time
(Peterson, 2015).
Above is a full analysis of issues i.e. high employee turnover which is 80% and Imperial
Hotel want to remove this to get their prominent market share in industry to gain again past level
of guest's satisfaction. Peter Farnsworth was appointed to deal with these solutions. General
manager is a leader with assertive leadership style in which they respect not only their seniors as
well as juniors and he also monitors performance of employees to remove weaker areas of their
pattern.
CONCLUSION
This report shows that Therefore, it is concluded that as an organisation faces many
problems and issues (such as?). Furthermore, it is shown that paying attention on employees and
their needs[does what?] . Because of this action manpower feels least importance in corporation
and left while ensuring high employment cost to company. As shown above, A manager could be
made positive solutions to resolve these issues by listening to employee problems and conflicts
as well clashes of workforce that emerge in the hospitality sector. If Imperial hotel pays attention
to all problems and issues to their staff members so managers can take affective decisions like
proper communication, grievances handling etc. and these actions increase employee's morale
and loyalty towards hotel.
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REFERENCES
Books & Journals
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., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
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.
McCauley, S., 2012. Introduction. In The Dilemma of Boundaries. (pp. 117-121). Springer,
Tokyo.
Myerson, P., 2012. Lean supply chain and logistics management. New York: McGraw-Hill.
Peterson, D. R., 2015. Introduction: Heritage management in colonial and contemporary
Africa. The politics of heritage in Africa: Economies, histories, and infrastructures.
pp.1-36.
Runyon, B. A., 2013. Introduction to the revised American Association for the Study of Liver
Diseases Practice Guideline management of adult patients with ascites due to cirrhosis
2012. Hepatology. 57(4). pp.1651-1653.
Taylor, B. W. and et. al., 2015. Introduction to management science. Prentice Hall.
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APPENDIX
Student Name:
Group/Seminar Tutor:
Date of Submission:
Problem 2: High staff turnover with 80% of the staff leaving within the year
 Reason for choosing this problem is that it is related with all other problems and overall
working and employee loyalty can be enhanced along with customer satisfaction. With
assistance of this problem's solution hotel can get their previous goodwill and market
share in industry. This kind of solutions are able in reducing all other issues of Imperial
Hotel.
 High employee turnover means worker are leaving their job as they are not satisfy with
their task because of poor management and leadership style that resultant into reduced
client satisfaction and because of this hotel lost their share in market and also diminishes
their goodwill in industry. As staff is not efficient then they cant work with new and
improved technologies.
 Peter Farnsworth suggested various solutions as they are an assertive leader and also
having calibre of reducing all management related problems as he have lot of experience
in same field. They cam with ideas like assessment of performance, inviting feedbacks
and suggestions from junior employees, establishment of democratic management style.
Etc.
 Two alternatives can be performance appraisal because this tool is not been used yet and
another one is assertive leadership style as employees are facing issues in aggressive
leading. With introduction of these two patterns management will be able in having back
their lost status as well as customer satisfaction.
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