This report discusses the operation management issues faced by Imperial Hotel, including communication barriers, departmental issues, and leadership problems. It also provides a three-point plan to address these issues and suggests management and operation theories to improve work efficiencies.
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THE IMPERIAL HOTEL
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Table of Contents INTRODUCTION.................................................................................................................................3 Task.......................................................................................................................................................3 Analysing the problem.......................................................................................................................3 3 Point Plan.......................................................................................................................................6 Management and operation theories..................................................................................................7 CONCLUSION.....................................................................................................................................8 REFERENCES......................................................................................................................................9
INTRODUCTION Operation management is defined as managing all operations associated with the organisation in such a way that each functional activity of the company achieves best level of work efficiency. This report is based on the case study of Imperial Hotel. The hotel was built between 1905 and 1911. Charles Fitzroy Doll is the architecture of the hotel. The original hotel was demolished and replaced with the new building. The building also shares the lodge with President Hotel. The hotel consists up with 500 bedrooms, conference room, leisure centre, bars, restaurants and conference rooms. In this report case study will be discussed on the Imperial Hotel in regards to its operation management task. In recent time the hotel had to bear losses the case study will identify the key barriers behind the under performance of the hotel. Task Analysing the problem The reception staff of the hotel using the system calls as a Micros Fidelio reservation and Property Management System (PMS) to share the required information with all different function departments of the hotel. In recent time the communication barrier has been resisted as one of the key barrier hotels has witnessed. Communication is one of the primary feature involve in operation management function at the hospitality organisation that allow company to manage all different functional activities efficiently. As the hotel consist up with various functional departments and also the all departments of company are intimidated with each other in order to perform the individual operations also. In recent time the operation management of the Imperial Hotel has witnessed a lack of communication between different functional areas that has caused to poor guest satisfaction, inefficient operations of hotel, low profitability, low room occupancy rate and many other issues. Possible causes of the problem Following are the possible causes behind the problems Imperial Hotel is facing in present time. Communication barriers between employees:In case of hospitality organisation operation management is segregated into multiple functional areas. Communication plays a crucial role for operating all such functions in hospitality organisation. Recently the Hotel faced the
communication barrier between employees from different departments in the hotel. Due to communication barrier proper coordination could not be established between the employees belong to different departments (Alananzeh and et.al., 2019). Front office staff could not convey the proper information about guest arrival in the hotel, departure of guest from the hotel to housekeeping department. As a result of that housekeeping department could not make the rooms ready fort guest stay that further causes to guest has to wait for longer time to get the room. This communication barrier between functional departments has resulted into low guest satisfaction rate from the services of the hotel. This could also damage to the brand value of the hotel. Departmental issues in company:A possible cause behind the problems Imperial Hotel is facing in present time is may be the company is facing some departmental issues. Clashes might be going on between departments in the hotel. In case of hospitality organisation various functional department are associated with the organisation hierarchy (Dunning, 2019). All such departments needs to work together to achieve the best level of work efficiencies. In recent time employees of inter departments could not communicate properly which further resulted into low guest satisfaction, low room occupancy rate and many other issues of the hotel. Individual issues between departments of hotel can be the possible reason behind all the issues company is facing in current time. Issues between employees:It is possible that employees of other departments not like to communicate with the employees belong to other departments in the Imperial Hotel. This can also be another possible reason behind all different problems at the Imperial Hotel. Many times due to some individual problems employees not like to work with other employees not belong to their own fictional department (Gannon, Rodrigo and Santomà , 2016). This could alsobeanotherpossiblereasonbehindalldifferentissueshotelisfacingrelatedto coordination and information sharing. In case of hospitality organisation to have a proper operation management it becomes necessary that employees from all different departments work together to achieve the best level of guest service. Due to this issue proper coordination between employees are not able to establish apart from the effective information technology system. Technical errors:This can also be a reason behind the issues hotel is facing in present time. The hotel is using the Micros Fidelio reservation and Property Management System (PMS) to communicate about different information related to guest arrive at the hotel. In recent time
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the information could not be deliver on time to other functional departments as a result of that guest needs to wait for occupying hotel room (Jaykumar, 2018). Due to technical glitch the information is not getting delivered in other department on time. Information technology system is a machine that operates the entire system. Many times the system can suffer with technical issues which not allow the system to perform its duties efficiently. Leadership issue:Leadership at the Imperial Hotel can also be a possible reason behind all the problems employees are facing in the hotel. Many times due to improper leadership the work culture at the organisation gets affected. Inappropriate leadership can also be causes to poor employee satisfaction and poor behaviour with employee’s part of the hotel. Poor leadership also might affect to the employee issues not being solved in time. The Imperial Hotel London is serving the high employee turnover rate which denote that hotel do not provide a complete support to employees and do not focus on achieving the bets level of employee satisfaction rate. All these can be a possible reason behind the issues hotel is facing in current time. The above mentioned reasons can be a possible reason behind all different issues hotel is facing in present tie related to operations management. Many other reasons can also be possible causes behind the issues hotel is facing like low salary, inappropriate time shifts and many others. Relationship with other problems The main problem Imperial Hotel is facing right now is poor team working and ineffective use of IT system of company. This issue of company is further spoiling the operation management of company and the employees of company are not able to coordinate with each other properly. As a result of that rooms are not available to guest n time which caused to poor guest satisfaction for the hotel (Kozak and Kozak, 2016). Issues between employees from other departments also causes to ineffective work culture at the hotel. Ineffective work culture always sustains to low employee sustainability at the organisation which caused to the problem of high staff turnover at the hotel. Issues between employees at the organisation create a negative work culture. The poor use of information technology system at the hotel further results into ineffective coordination between the house keeping department, kitchen and all other functional department. This has resulted into the not fulfilment of the demands of the guest at the hotel on time. All problems are interconnected
with each other at the Imperial Hotel. Proper planning can be a possible cause to deal with the issue at hotel. 3 Point Plan Three point plan for dealing with the operation management issues at the Imperial Hotel can be projected in the following points. Automate daily task to keep team focused on standards Automation of daily task to all employees associated with the Imperial Hotel. The operation management is conducted with the support of Micros Fidelio reservation and Property Management System (PMS). Irrespective to that system it becomes important for the individual team leaders to remind the individual duty of all employees’ part of the hotel. Thisstrategyworksincaseofhospitalityorganisationswheretheentireoperation managementisdividedintomultiplefunctionscompriseswithmultipledepartments (Okumus and et.al., 2019). This practice would guide employees on a daily basis to what are the duties they need to fulfil in a given day. This practice will improve the coordination betweenemployeesandmakeemployeesawareabouttheirindividualrolesinthe organisation. Management at the Imperial Hotel can also utilise the hotel audit tools and software to improve the work efficiencies at the hotel. Schedule will also assign in this practicerelatedtotherecurringfunctionslikehousekeeping,propertymaintenance, cleanliness and food safety. All these functions are the basic activities at the hotel and will improve the customer satisfaction from the proper operation management. Streamline housekeeping and hotel maintenance process Imperial Hotel management can follow the practice of streamlining housekeeping practice and hotel maintenance process to improve the operation management. In this practice checklist will be used related to the guest at the hotel and also related to the maintenance in the hotel. This checklist will ensure proper room set ups, guest needs, cleanliness, building lights, elevatorsand allother basicfunctionsatthehotel (Rahimiand et.al.,2018). Employees will be guided to constantly check all the check list to remind about all the roles they need to play in the Imperial Hotel. Technical team at the hotel would operate the maintenance of the system. It becomes important to maintain the IT system in the proper way than it can serve the best level of advantages. This is an important practice hotel can implement to improve the operation management and to improve the level of customer
satisfaction at the hotel. These practices would empower employees at Imperial Hotel to deliver the best level of work efficiencies at the hotel. Creation of issue management process Operation management team can implement the issue management process at the hotel. With the support of human resource department this process can be follow to deal with all different issues employees at the Imperial Hotel is facing. The process would involve proper way to fetch the problem employee is facing, a team that will look up all the issue and also the standard time frame within the issue must get solve by the team (Yao and et.al., 2019). This practice would support the Imperial Hotel for dealing with all different problems and issues employees are facing at a hotel. The employee sustainability rate at the hotel is very low which indicate that many issues of employees get unsolved which results into high employee turnover rate of organisation. The above mentioned plan will support the hotel to deal with all different issues hotel is focusing in present time. Management and operation theories Management play a crucial role in achieving high level of work efficiencies in the hotel. Following are the theories that Imperial Hotel management can channelizes to deal with all different issues at hotel. Principle of division of work:This theory work on the fundamentals that all operations of the hotel must be distributed into small functions. Division of work play an important role in caseofhospitalitysectorwherethedifferentfunctionsareassociatedwithdifferent department. Proper division of work will allow management at Imperial Hotel to manage all different functions of hotel. Theory of authority and responsibility:This theory give emphasis to distributing authority and responsibility of all different hospitality functions (Ulker-Demirel and Ciftci, 2020). This theory plays an important role in achieving the best level of operation efficiencies at the hotel. Segregating authorities will allow the employees to take decisions in time. Theory of discipline:This is an important theory Imperial Hotel can implement in the hotel to achieve the best level of work efficiencies at the hotel. Discipline is the fundamental that is required in every operation to achieve the best level of outcome.
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The above mentioned theories would support the hotel to deal with all different issues and guides in achieving the best level of work efficiencies at the hotel. CONCLUSION Hospitality management is all about managing different functional activities at the hotel. Different causes can be possible reasons behind all the problems Imperial Hotel is facing like inappropriate leadership, improper communication and many other reasons. Different steps van be taken like Automate daily task to keep team focused on standards, Streamline housekeeping and hotel maintenance process, Creation of issue management process to deal with the problems hotel is facing right now.
REFERENCES Books and Journals Alananzeh, O. and et.al., 2019. The association among employees' communication skills, image formation and tourist behaviour: perceptions of hospitality management studentsinJordan.InternationalJournalofCulture,TourismandHospitality Research. Dunning, J. M., 2019. Professional superheroes: Are changes in higher education stretching hospitalitymanagementacademics'professionalismtothelimit?.Journalof hospitality, leisure, sport & tourism education.25. p.100200. Gannon, J., Rodrigo, Z. and Santomà , R., 2016. Learning to work interculturally and virtually:Developingpostgraduatehospitalitymanagementstudentsacross internationalHEinstitutions.TheInternationalJournalofManagement Education.14(1). pp.18-27. Jaykumar,P.,2018.HOSPITALITYMANAGEMENTINSTITUTES-THESKILLS TRAINING INDUSTRY PERSPECTIVE.Journal of Services Research,18(2). Kozak, M. and Kozak, N. eds., 2016.Tourism and hospitality management. Emerald Group Publishing. Okumus, F. and et.al., 2019. Strategic management research in hospitality and tourism: a perspective article.Tourism Review. Rahimi, R. and et.al., 2018. Mobility patterns of Asian students: the case of tourism and hospitality management students in the United Kingdom.Journal of Hospitality & Tourism Education.30(2). pp.85-94. Ulker-Demirel, E. and Ciftci, G., 2020. A systematic literature review of the theory of planned behavior in tourism, leisure and hospitality management research.Journal of Hospitality and Tourism Management.43. pp.209-219. Yao, S. and et.al., 2019. Effectiveness of error management training in the hospitality industry:Impactonperceivedfairnessandservicerecovery performance.International Journal of Hospitality Management.79. pp.78-88.