Improving Employee Performance at Imperial Hotel

This assignment examines work-based problems at the Imperial Hotel London and proposes solutions to improve employee performance. It emphasizes the importance of identifying problems, adopting a strategic approach, and utilizing methods like rewards and training programs to enhance employee morale and motivation. The report suggests organizing training programs to develop necessary skills and foster teamwork, ultimately aiming for positive improvements in work performance.

INTRODUCTION
TO
MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................3
PROBLEM 3 :- A NEGATIVE WORK CULTURE AMONGST THE STAFF WITH HIGH
LEVEL OF SICK LEAVE AND POOR ATTENDANCE ........................................................3
Suggestions for making improvements in the existing problem :- .............................................4
CONCLUSION ...............................................................................................................................7
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INTRODUCTION
Imperial hotel London is a 500 bedroom hotel that has been part of a well known branded
chains of hotels in the 4 Star market- Star hotels. This hotel has been located in the heart of
London's West End. It is a hub for international business where many multinational companies
organize their business meetings and seminars. Millions of tourist comes from all across the
globe for visiting the nation and it offers huge growth opportunity for the hotel. Hospitality
industry is expanding at a faster rate and it is offering huge success and growth opportunities.
The report describes about one specific problem that is being faced in the enterprise. Methods for
resolving the issues and alternative methods also have been mentioned in the report.
PROBLEM 3 :- A NEGATIVE WORK CULTURE AMONGST THE STAFF WITH HIGH
LEVEL OF SICK LEAVE AND POOR ATTENDANCE
Hospitality industry offers opportunity for relaxing and enjoying and leisure or the
consumers. It is vital that all the operational activities of the entity should be carried out in
systematic and functional manner so that desired outcomes of the entity could be achieved. In
addition to that it is vital that planning, organizing, coordinating and control of business activities
should be done in proper way so that desired outcomes could be achieved in better manner.
Currently Imperial Hotel London is facing diverse range of issues due to which profitability and
overall business performance of the entity is getting hampered.
It is assertive that all the visitors should be provided with better amenities and services so
that they should be satisfied and give preferences for revisiting the hotel. Positive support given
by staff members will aid for carrying out the required operational and functional activities of the
entity in a better way. Imperial hotel is one of the biggest hotel of the town that has many
amenities that includes 500 bedroom, conference facilities for up-to 1000 people. Leisure center
with swimming pool and 3 bars with restaurant including 12 conference room. In addition to that
staff members of the hotel are also well trained and there are 6 head of department that includes
food and beverage, housekeeping, guest services and concierge, front of house and reception and
human resource training. There are total 450 staff members in the hotel and under them 300 are
working at a full time and part-time basis. It has been observed by Peter FarnsWorth that many
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problems have been encountered while carrying out the functional activities that are performed
in the company. The problem faced and methods for resolving the problem are as mentioned :-
Problem :- In the Imperial hotel organization culture is performance driven under which major
focus is given for evaluating the performance of the staff members. Organization culture is
basically defined as values, attitudes, beliefs and ethical values that exist among the staff
members of the organization. In the hotel there are 6 head of department and general manager
are continuous pressure for making increment in the existing sales and occupancy of the hotel as
well as pushing up the average room rate. Financial performance of the managers is assessed and
it aids for doing performance appraisal of the staff members. Managers working in the enterprise
are also under the pressure for increasing the sales and reducing and controlling the cost. The
hotel is assessed on a monthly basis and performance of the staff members is also linked with the
guest satisfaction survey.
Performance of the London hotel is worse and poor as compared to other star hotels. It
has been complained by managers and heads of department that guest survey method puts them
at disadvantage. Staff members are facing issues due to the long working hours and many
employees have gone off on sick leave at a short notice period. Some of female staff members
are working at part-time basis and they have commitment towards their family due to which they
face problems in properly completely their assigned job at required time period. Some are
working on other part time basis and are trying for meeting their family commitments. In
addition to that staff turn over rate is also vary high in the organization due to which issues are
faced in rendering good quality services to the staff members. Many times staff members ask
their colleagues for covering them for short period without informing their seniors regarding the
same. Turnover rate of supervisory staff is also vary high and due to which difficulties are faced
in supervising the staff members. Authoritarian leadership style has been used by the staff
members and vary little participation of the staff members is taken in decision making process of
the organization. Feedback system is also low under which minimum focus is given for making
improvements in working practices for meeting the needs and requirement of guests.
Suggestions for making improvements in the existing problem :-
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Improving the standard and level of supervision within all departments will aid for
resolving the issue in best possible manner. It is vital that monitoring of performance of work
done by the staff members should be done so that flaws can be identified (Storey, 2014). It will
aid for identifying the weak performing areas of the staff members and on the basis of that steps
can be taken for making improvement in performance of the employees. Use of digital
monitoring system can also be taken under which performance of the staff members can be
monitored and supervised through electronic devices such as CCTV cameras and other digital
monitoring equipment (Bratton and Gold, 2012). All the 6 major departments of the hotel needs
to have a standard supervisory system so that work performed by manpower inventory of the
enterprise can be assessed and evaluated.
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It is assertive that all the people that are working in the entity should render their positive
support to each other so that required functional activities of the entity should be accomplished
as per the desired manner (Ulrich, 2013). A healthy culture of mutual support will aid for
accomplishing the desired goals and objectives of the enterprise in better and constructive way.
In addition to that team working can also be encouraged among employees so that mutual
support given by the staff members. Role playing sessions and management can be organized for
developing mutual trust and feeling of understanding among the employees. Team working will
support for gaining required goals and objectives of the entity by involving joint support and
cooperation of employees.
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Human resource is most important asset of the entity that supports for achieving the
corporate, business and operational objectives of the enterprise in effectual manner. It is vital that
they should be provided with the opportunity to take part in the decision making process of the
organization (Flamholtz, 2012). It will aid for getting valuable suggestions and recommendations
from the employees for making improvement in performance of the hotel. Policies and strategies
are formed in the hotel for carrying out the required functional activities in constructive manner.
In addition to that day to day planning is also done in the enterprise so that required functional
activities should be performed in better way.
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There are many methods that could be used for involving positive participation of staff
members in the decision making process of the venture. Open discussion sessions can also be
organized in the hotel in which staff members can be involved in the decision making and
strategy formulation process of the enterprise (Budhwar and Debrah, 2013). It is required that
proper information should be provided to employees so that they can be well informed about the
decision making process of the organization. In addition to that it is also required that staff
members should be encouraged for giving advice and feedback about how the existing practices
and procedures of the entity can be improved.
Meetings and seminars can be organized in which employees can be encouraged for
giving their valuable suggestions as how the existing procedures can be improved so that
required goals of the hotel can be accomplished. Moreover suggestion boxes can also be
implanted at different places in the hotel so that guest and staff members can mention their
suggestions under it (Mendenhall and Osland, 2012). It is essential that the suggestion boxes
should be opened on regular time interval so that effective suggestions could be implemented. It
will help for making improvement in the existing performance of the enterprise.
E-mails can also be sent to the employees in which they can be asked for sending their
feedback about the current performance of the venture. It will aid in assessing the weak
performing areas and proper measures can be taken for making improvements in existing weak
performing areas (Mello, 2014). Feedback forms and questionnaires can also be designed and
given to the employees and they can be asked for giving their feedbacks. All the mentioned
techniques provides medium for involving staff members in the decision making process of the
hotel. It will also aid for reducing the employee turnover rate of the company and making
improvement in financial performance of the business.
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According to Maslow's need hierarchy theory morale and motivation level of staff
members is improved when their work gets recognized and appreciated in front of other people.
Moreover, it also aids in encouraging the worker for performing well so that they can get
rewards and monetary gains. Employees who deliver good customer services needs to be
rewarded. Monetary and non monetary are two different types of awards that could be given to
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employees. Under monetary rewards performance based incentives can be given and salary
increments can also be given to the employees. It will create feeling of positive competition
among the employees (Salas and et.al., 2012).
All the staff members of the hotel will try for gaining monetary rewards that are being
given to them and it will help for making significant and positive improvements in the
performance of the employees. Other than this workers who shows good attendance also needs to
be rewarded with monetary incentives and rewards so that their good work should be recognized
and duly appreciated. In addition to that job promotions and salary increment can also be given
to the staff members who are having good attendance records (Gray and et.al., 2013). Positive
feedback received by consumers and guest of the hotel can also be one criterion that could be
used for evaluating the good and effective work done by the employee. All the methods will
support for rewarding the good performance given by the employees and their hard work will get
duly recognized.
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Training programs can be organized in the company for employees so that they can be
imparted with the necessary skills and capabilities that are required by them to complete their
work. Initiatives can be taken for organizing training programs so that improvements can be
made in the existing problems that are being faced in the enterprise (Siengthai and et.al., 2014).
In addition to that training can also be provided for enhancing team working and mutual
cooperation among the employees. Training sessions that includes role playing and management
games can also be organized and it will help for developing mutual understanding among staff
members. External trainers can be appointed and they will be appointed on short period basis for
providing training to the employees. All the training programs and seminars and conferences will
support for making positive improvements in work performance of the employees.
CONCLUSION
Summing up the present report it can be concluded that it is vital that work based
problems in the Imperial hotel London should be properly assessed and identified. Strategic and
sequential approach needs to be adopted so that goals and objectives of the company could be
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accomplished. There are many methods such as rewards and training programs that could be
used for enhancing the moral and motivational level of the employees.
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REFERENCES
Books and journals
Bratton, J. and Gold, J., 2012. Human resource management: theory and practice. Palgrave
Macmillan.
Budhwar, P.S. and Debrah, Y.A., 2013. Human resource management in developing countries.
Routledge.
Flamholtz, E.G., 2012. Human resource accounting: Advances in concepts, methods and
applications. Springer Science & Business Media.
Gray, C.M. and et.al., 2013. Football Fans in Training: the development and optimization of an
intervention delivered through professional sports clubs to help men lose weight, become
more active and adopt healthier eating habits. BMC public health. 13(1). p.1.
Mello, J.A., 2014. Strategic human resource management. Nelson Education.
Mendenhall, M.E. and Osland, J., 2012. Global leadership: Research, practice, and
development. Routledge.
Salas, E. and et.al., 2012. The science of training and development in organizations: What
matters in practice. Psychological science in the public interest. 13(2). pp.74-101.
Siengthai, S. and et.al., 2014. Evaluation of Training Effectiveness: A Case Study of the
Ministry of Interior, Thailand.
Storey, J., 2014. New Perspectives on Human Resource Management (Routledge Revivals).
Routledge.
Ulrich, D., 2013. Human resource champions: The next agenda for adding value and delivering
results. Harvard Business Press.
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