Negative Work Culture at The Imperial Hotel, London

Running Head: Management 0
Management
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Case study- The Imperial Hotel, London 1
Table of Contents
Introduction...........................................................................................................................................2
Analysis.................................................................................................................................................3
Conclusion.............................................................................................................................................8
References.............................................................................................................................................9

Case study- The Imperial Hotel, London 2
Introduction
Management is the process of identifying, designing and managing individuals, environment
and the organization, so they can achieve goals effectively and efficiently (Weihrich, 2008).
Management is essential for every organization, without management organization can’t
exist. In other words, management refers to the setting the strategies or implementing
planning and managing all things for achieving the organizations goals (Boddy, 2011). There
are five functions of management such as planning, organizing, staffing, directing and
controlling (Boddy, 2005). There are various internal and external factors which affect
effective management of the organizations such as economy, staff, competition, government
policies, rules and regulations, customers and company or organization culture (Sherman,
2018). Culture is the personality of every organization. Work culture is a combination of
qualities of the company and the employees of the company. It includes value, traditions,
interaction, belief, behaviour and attitude (ERC, 2019). Positive work culture helps in
increasing productivity, employee satisfaction, effective team management, increase number
of customers and improving performance of the organizations. From negative work culture,
there are increasing employee turnover, reducing staff morale, low customer satisfaction and
reducing efficiency and productivity of organization. In following case, there are various
problems in Imperial Hotel, London, which is identified by the new general manager, Peter
Farnsworth. Out of these problems, there is one problem which is related to the organization
working culture. Negative work culture impacts the Imperial hotel in increasing their staff
turnover because of high level of sick leave and poor attendance of employees.

Case study- The Imperial Hotel, London 3
Analysis
Working culture in organizations is essential for improving performance of any organization.
Positive working environment is necessary for every organization for achieving their
objectives. There is a pressure for General Manager and Heads of other department to
increase sales and productivity month- by- month by increasing occupancy of hotel and
increasing rooms in hotel. Manager’s and staff bonus or incentive schemes directly affect the
financial performance, increasing sales and reducing cost of the hotel. Level of guest
satisfaction is also affect the performance of the hotel and it is identify through Guest
Satisfaction Survey (GSS). Imperial hotel’s performance is worse than other Star hotels
because guest perception of London hotels is that expenses are over and poor value in return
of money. Work culture in the hotel was not good under the previous General Manager.
There is long working hours for those staff covering for staff, who may take sick leave at a
very short notice. Mostly part- time employees are female, so they have family issues and in
many cases, they are comfortable in other part time job which is fit according to them, so this
is resulted in arriving late than their working hours. So, there are high turnover of part time
employees. In some occasions, when staff ask their colleagues to cover their working hours
for short period without informing their supervisors then it also resulted in increasing
working hours and negative working culture. The level of supervision is low because high
turnover of supervisors and there are lower level of staff in terms of how to improve
performance and lack of feedback in terms of how to meet guest needs and their
requirements. Work culture is also impact the level of guest satisfaction of every
organization. According to an analysis of six million guests, London hotels have been ranked
worse for guest satisfaction as compare to other hotels in UK and Europe and ranked last out