Effective Management of Business Operations in the Hospitality Industry: A Case Study of Imperial Hotel

Running head: MANAGEMENT
Management
Name of the Student
Name of the University
Author Note

1MANAGEMENT
Introduction:
The importance of the effective management of the business operations and the
alignment of the scientific techniques of the business management to the operations of the
business organizations are seen to be crucial in the effective management of the business
operations of the modern business organizations (Jones 2013). Adding to this, the impact of
the competition in the hospitality industry is seen to be a major concern for the organizations
operating in the mentioned industry. The significant amount of benefits that are up for grab in
the mentioned industry from the part of the governments and the customers of the
organizations in the form of the relaxation from the strict implementation of the legislation
along with the increment in the generation of the profit for the organizations as a result of the
repetitive purchases from the part of the customers of the organizations are seen to trigger
many of the modern business organizations in considering their entry into the hospitality
industry (Posey, Roberts and Lowry 2015).
As a result, the application of the competitive pricing policy is seen to be an important
strategy for the organizations in the effective management of the competition. Adding to that,
the significant increment in the intensity of the competition has forced many of the
organizations to consider the scope of improvement of their service quality (Posey, Roberts
and Lowry 2015). The paper is focused in the elaboration of one such organization in the
form of Imperial Hotel of London which is seen to experience a major mismanagement in
their services and are trying to revive from the impact of the mismanagement. Adding to that,
the paper provides a brief overview of the chosen organization in terms of their facility and
analyses the range of the issues that the organization is facing in the effective management of
the front house staff operations. The paper provides important inputs for the efficient
management of the issues that are associated with the operations of the front house staffs.

2MANAGEMENT
Overview of the Organization:
The chosen hotel belongs to a 4 star rated international hotel chain named as Star
Hotels. The parent organization of the mentioned hotel is one of the largest hotel chain in the
global hospitality industry in terms of the generation of the revenue and that is pretty evident
with the significant development of the mentioned hotel, conducted from the part of Star
Hotels (Imperialhotels.co.uk 2019). Star Hotels is currently operating 25 hotels in the city of
London and the Imperial is one of them (Imperialhotels.co.uk 2019). Adding to this, the
mentioned hotel is currently having 500 bedroom with the attractive en-suite facilities, 12
conference rooms for the business meetings and conferences, 3 bars and 4 restaurants for
providing the optimum quality experiences to the customers with the consumption of the
foods and the beverages (Imperialhotels.co.uk 2019). Apart from this, the hotel authority is
able to improve the conference facilities to accommodate 1000 people at a time and along
with that, they are able to include the leisure centre along with the facility of the swimming
pool (Imperialhotels.co.uk 2019).
Problem Description:
Even after developing the infrastructure and incorporating the presence of modern
technology and the innovative solutions to the infrastructure of the hotel, the mentioned hotel
was seen to face a significant a loss. This triggered the parent organization to analyses the
condition of the mentioned hotel. The result of the evaluation confirmed the significantly
decreasing quality of the services of the employees of the chosen hotel which was pretty
evident with the fact that the mentioned hotel was at the lowest position in the rating of the
customer satisfaction amongst all the hotels managed by the parent organization with a score
of mere 60%. The poor performances of the employees of the organization was seen to have a
detrimental impact on the financial stability of the organization as the profit margin of the