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Report on the Management of Imperial Hotel

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Added on  2020-06-04

Report on the Management of Imperial Hotel

   Added on 2020-06-04

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INTRODUCTIONTOMANAGEMENT
Report on the Management of Imperial Hotel_1
Table of ContentsINTRODUCTION TO MANAGEMENT................................................................................1INTRODUCTION...........................................................................................................................1Problem 1 : Poor guest satisfaction..................................................................................................1CONCLUSION................................................................................................................................4REFERENCES................................................................................................................................4
Report on the Management of Imperial Hotel_2
INTRODUCTIONManagement has an important role to manage a hotel in proper way so that they cansatisfy the guests, management has some certain roles and responsibilities that they have to carryout to attain the objectives and goal of an organization(Anderson, Sweeney and Williams, 2018).This report is based on The Imperial Hotel, London which is almost hundred years old andmaintaining and owned part of well – known international chains of hotels in the 4 Star market,Star Hotel operated in 25 hotels in the UK. The Imperial Hotel, is located in the heart ofLondon's West End, it deals in international business and tourists guests who have expects theservice standards. But in this report there are some problems which are facing by the hotels, so anew general manager Peter Farnsworth is trying to fix that problems, and looking for a solution,here poor guest satisfaction is the major problem. Problem 1 : Poor guest satisfactionThe Imperial Hotel London is renowned for in high street brands but due to some reasonit is being in a problem, the hotel is not offering contentment so its clients are not breaching itsbond, that they had before. The customer faces the trouble at the time of check in to the hotel,they have to wait in a long queue, the reason is not clear why the guests should have to stand fora long time. After the checking in clients see the bad room condition like curtains, and bedcovers was not clean, and for that guests complains every day,to the reception(Taylor, Bectorand Bhatt, 2015). The staff was providing poor quality, and when any went to the complain forthe services then reception was not taking any action, they are not even giving any specificreason to not responding to the query, and because of customers was getting annoyed with theservices. The customer was unsatisfied and because of that the feedback from them droppeddown the sales of hotel, their feedback for the hotel services was drastically change the image ofthe hotel. Whenever the guests are complaining about the staff to the reception attendant was notonly responding their queries but also being rude with them, the employees of the hotel was notseems to be well trained and educated, they have lack of training and direction and that's whythey don't even know how to behave with the guest and how to present themselves in front ofothers. Even the client's order was not completed, such room delivery service, laundry services,etc. The interior of the room was not to up to the mark, the furniture was not clean and broken,the renovation of the hotel was pending from years, that's why that was not appealing to clients.1
Report on the Management of Imperial Hotel_3

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