Effective Team Management and Motivation

This assignment discusses the significance of effective team management and motivation in a business context. It highlights the consequences of poor group working and miscommunication, which can lead to issues affecting expenses and benefits. The report suggests that administration should apply different methodologies to address such problems, creating a solid work environment that motivates employees to perform their duties well. This will help companies deliver excellent services to visitors and meet their needs.

Introduction to Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
CONCLUSION...............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Management involves various activities like developing plans, setting strategies,
coordinate functions, create teams, formulation of objectives etc. It is the responsibility of
administrator to manage all such activities so that operations of an organisation can be performed
in an effective and efficient way (Abe, 2010). Management and leadership should be effective in
an organisation so that good quality products & services can be delivered to customers.
Application of various management approaches provides direction to administrator for
improving business functions. This report is based on Imperial hotel of London which render its
services to international guests. Many facilities are available at hotel which includes 500 rooms
with en-suite facilities, conference hall for 1000 people, 4 restaurants and 3 bars that offers
delicious food and drinks to guests & a leisure centre for people with swimming pool. In addition
to this, there are 6 head departments including housekeeping, human resource & training, food
and beverage, front house & reception and guest services & concierge. There are approximately
staff of 450 members are working in hotel that assists in delivering effective services to guests
and satisfying them (Why Customer Satisfaction Is Important, 2017). This assignment defines
issue of front office staff in which restaurant & bar, conference and banqueting, reception are
include. Main problem that manager of Imperial Hotel experience is negative work culture, poor
guest satisfaction, high staff turnover rate, ineffective management and leadership, lack of team
working, ineffective utilization of IT system, poor operating as well as controlling procedures.
Many problems that hotel face because of ineffective use of IT system is defined in this report.
All these issues put negative affect on firm's performance.
TASK
Issue: Poor team working & ineffective utilization of IT system in front house staff
Analysis of problem
Imperial hotel is a part of an international branded hotel chain of London. It is located in
west end of London and render services to international business guests or those who have high
expectation regarding service standard (Albert and Beatty, 2014). They are well known for
services that they render to their guests. Hotel majorly focus on providing unforgettable
experience to customers and increase their satisfaction by meeting their needs.
In every organisation, employees highly contributes in growth and success of enterprise.
Peter Fransworth, the general manager of hotel is notice various issues. There is conflict among
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different departments that leads staff members towards dissatisfaction. After proper assessment
of workplace surroundings, manager identified that there is absence of team efforts and
coordination due to which, hotel staff fails to render effective services. Inappropriate
communication creates many difficulties among departments as members of department do not
get proper or right information related to arrival & departure of guests, conference meetings,
billing data, needs of service users etc.
A major role is played by front office staff in supporting guests and render services to
them as customers first approach to reception staff for getting any kind of information (Anderson
and et. al., 2015). As reception staff is working in shift of 8 hours, it is important for employees
to pass updated information and data to next shift. Supervisors are responsible for managing
team and passing guest data to next shift. But, because of absence of proper communication and
conflicts between members of staff, IT system of imperial hotel is not utilized properly. Due to
which, guest information can not be communicated to next shift. A lot of conflicts is developed
between reception staff as the data that is being provided to departments is inaccurate. They fail
to give right information to front house staff. This directly puts negative influence on
profitability and costs of Imperial Hotel as staying data of guests is not available to housekeeping
staff. It leads to failure in providing properly cleaned rooms to guests.
From Banqueting and conference staff, many complaints are come. Because of that,
meetings are not organised in proper way. This leads to dissatisfaction among customers & they
are also complained against staff of reception that they are not behaving in right manner from
guests. Due to all such problems, various issues are created between head departments of hotel
and they blame one another for failure in offering services to customers. Poor working of team
and miscommunication is the main cause behind this mismanagement. A negative image is
created in customer's eyes for Imperial Hotel and their loyalty towards it is decline. Unnecessary
costs of Hotel is also increased as lack of appropriate data of guests leads to wastage of food as
well as resources. It put negative impact on profits of Imperial Hotel (Boswell and O'Kane,
2011).
Application of management approach for improving team work
Management theories are applied for the purpose of increasing coordination between staff
and enhancing performance of company. It assist management of Imperial Hotel in improving
service quality and enhancing satisfaction of guests. Implementation of management theory
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assist in increasing productivity and service quality of firm. Managers utilize combination of
theories at the time of implementing strategies. Application of approaches depends on purpose,
workforce and workplace. According to given case, there is no coordination and control between
staff members of Imperial Hotel due to which effective services are not delivered by them. This
impacts on rating of hotel in negative manner and they fail to gain attention and loyalty of guests.
Duties and responsibilities that are not performed by workforce is the main reason of occurring
such issues (Damron, 2013). General manager of Imperial Hotel is required to apply combination
of approaches for improving business functioning. Some approaches that are implemented by
manager are defined below:
Human relation theory: Today, systems of management become more human centred.
They focus on capabilities of people to act creatively and autonomously & gearing the
management to bringing out potential of individuals that firm employ. The approach of human
relation management focus on significance of aligning manpower needs with needs of firm &
adopting such policies that aimed at mutual benefit of both.
Bureaucratic management theory: This theory emphasize on clearly designated roles of
management as well as employees on the basis of hierarchies that streamline the authority &
depicts clearly who is authorized or who is not. This approach defines two components, that is,
developing Hierarchies in business structure and formulation of objectives. Management of
Imperial Hotel needs to apply this theory as this is an effective one. It helps in lowering down
conflicts between departments that occurs because of poor monitoring & control over functions.
Contingency theory: This theory states that managers are required to take decisions
according to existing situation rather than using one size fits all approach. On the basis of
significant aspects to current situation, suitable actions will be taken by management. By
applying this approach, administrator of Imperial Hotel can determine issues and resolve them
effectively. It assists in increasing coordination between workforce and improve productivity &
performance in effective manner (Haddow, Bullock and Coppola, 2013).
Group development model of Tuckman:
The model was introduced by Bruce Tuckman in 1965. Application of group
development model facilitates in developing teams and increasing team dynamics. This helps
team in their growth, potential to handle problems, facing challenges, determining solutions, plan
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work and drive results. For creating team & developing team work, the model includes 4 phases
that needs to be followed by administrator of hotel. These stages are defined below:
Forming: In this, leaders play significant role as all the members of their team are highly
depend on them for getting direction or guidance. At this stage, objectives are not clear to
individuals. Their responsibilities & duties are unclear. They completely rely on leader and work
individually to perform their duties (Hislop, 2013).
Storming: Team members start to interact with other members in this stage. They try to
understand each other and perform tasks collectively. People work in various ways and team is
assembled. Tasks are allocated to each member of team. Team members behave independently
and perform their duties.
Norming: Team members move towards harmonious practices with teams. They agree on
values and rules by which they operate. All the members starts to trust completely on each other
and all individuals are contribute towards attainment of common goals. Here, guidance from
leaders is not needed by team members and all individuals work willingly to attain objectives.
Performing: Under this stage, each member know their duties and responsibilities well
and work collectively to attain common goal. Here, individuals are motivated and are capable
enough to take decisions individually without supervision of leader. It facilitates them in
accomplishment of overall goals of Imperial Hotel.
Solutions to resolve management issues:
As per the provided case study, Imperial Hotel face various issues that requires to be
identified by managers in order to resolve them effectively. These problems are arise due to
ineffective use of IT system & poor working of team. Due to improper use of IT system by staff
members, informations related to arrival and departure of guests are not being properly
communicated to next shift. It creates a lot of issue and develops conflicts among reception staff.
Because of this, team working becomes poor as they are not coordinating with each other for
delivering services to customers (Kern, 2014). All this put adverse impact on profit and cost of
Imperial hotel.
So, it is required by management to emphasize on employee performance. This assists firm in
offering quality services to guests and meeting their requirements. There are some ways that
should be adopted by manager in order to resolve such issues. These are defined below:
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Training of IT system: Manager needs to identify training related needs of employees so
that effective programme can be designed. Imperial Hotel needs to give training regarding proper
use of IT system so that in all the information and data of guests can be collected properly and
communicated to next shift. Training helps employees in performing their duties in well manner
and maximizing satisfaction level of guests. Proper and complete information is communicated
to other departments which assists in serving customers in more better way. It improves
profitability of hotel by reducing unnecessary costs (Kim, Jvm Co., 2012).
Cross team building exercise: One of a major aspect which support and enable in dealing
with various kinds of issues and problems at Imperial hotel is cross team building exercise.
Although, it is clearly found that divisions are not cooperating and coordinating with each other
whose outcome arrives negative in frame which have to understand by managers of a company.,
thus, to deal with this consideration and problem, cross building team exercise is must. With
effective implementation of this consideration, Imperial Hotel will become able to deal with all
kind of issues and problems effectively which assist in providing better supportive results.
R review team bonus scheme: Another aspect which used to motivate each and every
associate of a business is bonus which used to pay as per the working ability and condition. In
this aspect, HR manager have to review their plans properly regarding bonus scheme. This will
assist a firm to operate effectively with full cooperation of their team members. Imperial Hotel
bad and worst situation identify due to lack of team working and coordination. Thus, to deal with
this aspect, management have to review their bonus scheme plan which enables associate to get
motivated and become concern towards working operations (Runge, 2011).
CONCLUSION
According to the provided report, it has been reasoned that poor group working and
miscommunication makes numerous issues and effects contrarily on expenses and benefits of
firm. Along these lines, it is critical for administration to apply different methodologies keeping
in mind the end goal to determine such issues. They needs to keep up a solid work environment
surroundings with the goal that representatives remain propelled and play out their obligations
well. This will help firm in conveying astounding administrations to visitors and fulfil them.
Thus, management have to resolve and work on each and every problem critically so that they
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lead to gain and derive better associated outcome which facilitate appropriate growth and
development in future consideration.
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REFERENCES
Books and Journals
Abe, M., 2010. Introduction: Japanese management in the 21st century. In Innovation and
change in Japanese management (pp. 1-11). Palgrave Macmillan UK.
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., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Boswell, R and O'Kane, D., 2011. Introduction: Heritage management and tourism in Africa.
Journal of Contemporary African Studies.29(4). pp.361-369.
Damron, W.S., 2013. Introduction to animal science. Pearson Higher Ed.
Haddow, G., Bullock, J and Coppola, D.P., 2013. Introduction to emergency management.
Butterworth-Heinemann.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.
Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
Kim, J.H., Jvm Co., Ltd., 2012. Automated medicine storage and medicine
introduction/discharge management system. U.S. Patent 8,281,553.
Runge, M.C., 2011. An introduction to adaptive management for threatened and endangered
species. Journal of Fish and Wildlife Management.2(2). pp.220-233.
Online
Why Customer Satisfaction Is Important. 2017 [Online] Available
through<https://survicate.com/customer-satisfaction/importance-customer-satisfaction/
>./
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