The Imperial Hotel Case Study

THE IMPERIAL HOTEL CASE STUDY
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Table of Contents
Introduction......................................................................................................................................3
Relationship with other 4 problems.................................................................................................3
The 3 point plan to overcome the problem......................................................................................4
The use of management and operation theory in this scenario........................................................6
Conclusion.......................................................................................................................................7
References........................................................................................................................................9
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Introduction
The Imperial Hotel of London is losing its popularity due to several internal organisation
problems. Among which the back of house staff including kitchen, housekeeping and
maintenance are highlighted as one of the most deficient areas, which needs further improvement
to enhance the quality of services. Uncontrolled procedures and poor operating system are the
basic reasons behind this lack of performance which is not able to meet the standard operating
process. This all reasons together is generating hai operating cost for the organisation. The
numbers of rooms at this hotel are around 500 and each one of it needs service every day. There
are 12 supervisory and administrative staffs, who are continuously working with the back of
house staff to fulfil the various requirements in these different areas. Due to the high employee
turnover rate which is 60% in this department, the organisation need to collaborate with an
international recruit company. The organisation is experienced in recruiting staff in both Spain
and England and they have a successful performance rate in these two areas. This hiring process
has included Spanish staffs who have overall good performance with a one year contract. The
discrepancy occurs when the Spanish staff and non-Spanish staff did not want to work together.
In fact, the assistant head housekeeper herself a fluent Spanish speaker and provide a better
ranking for the Spanish staff which create the worst scenario and pressurizing the housekeeping
budget.
Relationship with other 4 problems
The back in house staff problem is one of the five problems identified in the working process of
the Imperial Hotel. But Star chain hotels are graded as 78% of customer satisfaction. In which
disk Hotel is rated as 60% which shows that the guest and not satisfied with the services.
Relationship with the problem one - Poor guest satisfaction is the first problem as identified.
The guest satisfaction survey has shown that the Imperial Hotel has a poor quality of staff who
did not able to manage the proper room services. The guest satisfaction survey has also outlined
that the quality of hotel rooms are being not satisfactory at all. In fact, as specified the cleanness
of the bathroom, noisy air conditioning is the specified area by the customers (Buil, Martínez .
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