Solving the Problem of Poor Guest Satisfaction in the Hospitality Sector

The Imperial Hotel,
London
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Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Analysis of the individual problem........................................................................................3
3 point plan for customer satisfaction....................................................................................6
Analyse the operational theory and management principle on firm.......................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
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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. Imperial hotel is
seen to have been involved in doing business from 100 years. There are a number of
opportunities within this hotel by which new employees can get jobs and do their work properly.
This hotel in amongst the top working hotel in last ages. But in recent time, it is known to have
issue of poor guest satisfaction. For solving this, hotel is taking regular feedbacks from
customers to evaluate what are the problems that customers are facing. Any organisation can
work only when customers are happy and they are satisfied (Chung, and D’Annunzio-Green,
2018). This helps The Imperial hotel in identifying the problem of poor guest satisfaction. 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
Imperial hotel is one of the oldest hotels in UK. The number of staff working in this hotel are
approximately 350 individuals. There are are possibilities of providing service to various people
as there are 500 bedrooms. There is capacity of providing accommodation service to these
people. There are are various problems which are related to poor guest satisfaction in this hotel
from recent time. Reason behind this that imperial hotel has employees who are not skilled
(D’Annunzio-Green, 2018). They are not provided proper trainings and sessions that can
develop their abilities and skills for performing well. This creates the problem of customer
satisfaction. This hotel takes feedback from customers which demonstrate that they are not given
proper services and the staff also do not know how to behave in front of customers. Other
problems that lead to poor customer satisfaction include check-in and checkout process,
untrained staff as well as improper housekeeping staff. This lead to improper functioning and
diminishing the productivity of hotel. For solving this problem hotel has to use management
theory and principal which will help in solving this issue and increasing the customer satisfaction
(Del Chiappa, Gallarza, and Dall'Aglio, 2018). This will lead to increase the satisfaction level
and productivity as well as profitability of hotel. When this problem is solved there are other
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