Solving the Problem of Poor Guest Satisfaction at The Imperial Hotel

Case Study

Contents
INTRODUCTION...........................................................................................................................................3
Overview of the problem............................................................................................................................3
MAIN BODY.................................................................................................................................................3
Likely causes of problem from management and operational perspective.............................................3
3-point plan for resolving the problem....................................................................................................5
Application of management and operations theories for solving problems............................................6
CONCLUSION...............................................................................................................................................7
REFERENCES................................................................................................................................................9

INTRODUCTION
The Imperial Hotel is a three-star hotel located in London, United Kingdom. It is a five
minutes’ walk from British museum and four minutes from Russell Square tube station. The
hotel has been facing some problems recently and thus this report aims at finding a solution to
one of these problems (Ali and et.al., 2018). In this report, a specific analysis will be made on
likely cause of problem from operational and management perspective, a three-point plan for
resolving the problem. Also, application of management and operations theories and principles
will be made so as to find a solution of the problem.
Overview of the problem
The problem of The Imperial Hotel which will be discussed in this report specifically is
Poor Guest Satisfaction. This is a major problem which needs deeper analysis to solve it. It is
arising due to poor quality of rooms being provided to guests in the hotel, lack of quality service,
rude behavior of staff, over-charging etc. For finding a solution to this problem an agenda has to
be set and a plan needs to be made so that reviews given by clients for the hotel are improved.
This will help the hotel in attracting other customers towards it. It is essential that a positive
feedback is provided by the clients regarding the services of the hotel which will go a long way
in enhancement of its image. The hotel needs to take care that it must not let its customer base
shift towards other hotels which will not only reduce its revenues but will also damage its
reputation.
MAIN BODY
Likely causes of problem from management and operational perspective
The problem of The Imperial Hotel, London i.e. Poor Guest Satisfaction is the one which
needs urgent attention. The likely causes of this problem are explained as below-
From management perspective-
 Lack of customer service- Lack of proper customer service leaves guests disappointed at
the hotels. This can be due to the service standards not meeting the expectations of clients
(Altin and et.al., 2018). As The Imperial Hotel is a three-star hotel the customers have
certain expectations from it which are sometimes not fulfilled which leads to
dissatisfaction among the customers. This is linked with problem of staff turnover as the
efficient staff is heading towards working in other hotels.
 Lack of skills of staff- Lack of proper skills among the staff of the hotel leads to creation
of several issues and problems. As The Imperial Hotel is a three-star hotel the customers
have high expectations regarding the service the staff provides to them. Sometimes the