Analysis of Poor Customer Satisfaction in The Imperial Hotel

Report The Imperial Hotel

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Analysis of the individual problem........................................................................................3
3 point plan for customer satisfaction....................................................................................4
Analyse the operational theory and management principle on firm.......................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
The Imperial hotel is one of the largest hotels present in United Kingdom. It has 500
bedrooms in London which are maintained by huge number of staff member. This hotel is doing
its business from last 100 years which have helped it in maintaining goodwill in market. Hotel is
listed in four star category hotels because of so long operation and functioning. It provides
number of employment opportunities to people of UK for working with firm. Hotel is doing its
business from a long time but from recent years it is facing some problems like high rate of
employee turnover (Martínez-Martínez, 2019). Poor satisfaction of customers, unprofessional
organisational culture, also of motivation in organisation, issued related to front office staff and
problem if management in back office staff. In this report the problem of poor customer
satisfaction will be evaluated. The Imperil hotel is registered in 4 star category and these type of
Hotel perform regular feedback from there customer. This helps The Imperial hotel in identifying
the problem of poor guest satisfaction. The main reasons behind this problem are poor quality of
front staff. Which leads in dissatisfaction of customer? In this report this problem will be
evaluated. Measures related to solution of firm will also be discussed, that how can firm use
management in solving this problem. Solution to this problem will also help in management of
other four problems.
MAIN BODY
Analysis of the individual problem
The Imperial hotel is one of oldest hotel in UK, which have staff of more than 350
people( including non permanent employee). It has more than 500 bead rooms which an handle
the burden of peek seasons without any major impact. But now from recent time hotel is
suffering form problem of poor customer satisfaction. This is because, in The Imperial hotel
there are number of employees and many of them are not fully trained because of their non
permanent nature (Wang, 2019). And this will lead in poor customer satisfaction. In feedbacks
from customer of firm it can be clearly exam in that there are number of reasons which are
responsibility for poor customer satisfaction. Some of the reasons for this problem are poor
check-in and checkout process, lack of attention of housekeeping staff and untrained front
management staff. These all acted negatively for the profitably and productivity of hotel. Firm
have to use manage theory and principles which can help it in solving this problem and