Improving Hotel Imperial's Performance

This report analyzes the challenges faced by Hotel Imperial, including low customer satisfaction ratings. Peter Farnsworth's survey highlights key issues such as poor service quality, inadequate training for employees, and a lack of effective strategies to address these problems. The report proposes various strategies to improve employee skills, motivation, and performance, which can help Hotel Imperial increase customer satisfaction and reduce staff turnover.

The Imperial Hotel, London-
Poor guest satisfaction

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Analysing of problem..................................................................................................................1
Comment on Peter Farnsworth initial suggestions......................................................................2
Proposals for the resolution of problem......................................................................................4
Conclusion.......................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
This present report is all about the problems which faced by guest of the Imperial Hotel.
This hotel is established on London which is in the four star market. Under this hotel some
problems faced by guest under which major issue is regarding checking in and checking out.
Therefore, new general manager that is Peter Farnsworth has been appointed in hotel and he has
given some suggestions in his report. Therefore, this present report will analyse the problem,
and also commenting on Peter Farnsworth's initial suggestions. After that in this report proposal
resolution has been provided on the problems.
MAIN BODY
Background- The Imperial Hotel is one of the leading brand hotel which is established in
London and have 500 bedrooms and comes in the category of 4 star market. There are lot
facilities provided by this hotel industry that is 500 bedrooms, which also has en-suit facility.
Conference facility is also provided for at least 1000 peoples.(Tziner and Rabenu,2018. ) Hotel
also providing leisure centre which is full of swimming pool facility. Under this hotel there is 3
bars and 4 restaurants and also has 6 heads of departments. Company has employed 450 staff
members which are working full-time and part-time in The imperial Hotel.
General manager- previous general managers of the hotel who has been recently retired was
facing major issues regarding poor guest satisfaction, very high staff turnover in every
department of hotel. Impact if these issues mainly providing negative effect on cost and overall
profitability of hotel. Therefore, to improve these issues new general manager has been
appointed which is Peter Farnsworth. He decided to made a report on the overall performance of
the hotel and has decided to plan strategy which helps him to resolve operations, management
and problems of the business in hotel.
Analysing of problem
According to the report of Peter Farnsworth, major problem which faced by hotel
Imperial is 'Poor guest satisfaction'. In terms of overall customer satisfaction, this hotel graded
lowest in whole star chain of market. Every hotel organisation, takes a survey under which they
take an opinion and feedbacks from the customers to improve their overall performance and in
that survey this hotel graded lowest. This hotel have been operating for nearly 100 years and this
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is the toughest period for them where they are facing lot more problem in their hotel's overall
performance and in their overall profitability.
In that survey Peter finds that major complaint is all about checking in and checking out
from hotel, quality of rooms and also poor staff performance faced by customers of the hotel
industry. Other complaint is all about rude behaviour of reception staff and customers have to
wait in a queue for both checking in and checking out. Another problems faced by customers of
the hotel is that members are charging incorrect bill from them which is repeatability concern
happened with customers.(Kobayashi, 2018) Customers are also complaining about that effective
response is not provided to them in their queries. Another major problems faced by customers is
regarding cleanliness of the rooms and beds of the hotel. They also faced issue regarding
technical issue in which air conditioners are not working properly, showers of the toilet also not
working properly, air conditioners are noisy and also other technologies are not working properly
in the rooms. Because of these problems' company's overall profitability got reduced and they are
in now need of some restoration and redecoration in the hotel. Company's cost saving got
reduced to that much that they are facing a loss of 60 rooms per day which is the major problem
for the hotel and for that company is in continuous pressure to improve overall performance and
to increase profitability of the organisation.
These are all the issues which faced by customers in The Hotel Imparial and which is
analysed by Peter Farnsworth in his survey with customers.
Comment on Peter Farnsworth initial suggestions
To manage the problems of the hotel Peter Farnsworth has given four initial suggestions
by which they overcome with issues running in the hotel. He provides all these suggestions to
improve overall performance. To overcome with the issues like cleanliness problem, technical
problem, checking-in, checking-out and to satisfy customer, these suggestions is given by Peter
Farnsworth in his report on the Imperial Hotel.
To analyse the problem from customer's perspective
To think from customer's perspective executives will able to develop effective strategies
by which they will able to improve overall performance in the hotel which helps them to satisfy
customer needs.(Zameer and et.al., 2018.) With customer's perspective managers will able to
find weaknesses which organisation is facing and factors which needs to develop in hotel
organisation to attract and satisfy customers of the business market. Cleanliness is the major
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factor from customer's perspective therefore, managers needs to develop staff which work only
in doing cleanliness of rooms of the hotel.
Make staff aware of customer expectations
Another improvement which needs to be develop in The Hotel Imperial is effective
leadership qualities by which managers will able to provide clear understanding about what
customer needs from an organisation.(Farrington, 2018.) By providing clear understanding hotel
will able to satisfy customer needs. Factors like cleanliness, checking in checking out and all the
above mentioned factor which dis-satisfying customer is to explained with staff by which
become more aware in fulfilling their needs. In hotel industry, employees are getting in touch
with doing communication with customer's therefore, ways of doing communication is to be
guide by leaders of the organisation.
Trained staff to respond to customer complaints
Another strategy which needs to be developed in hotel organisation is to provide
effective training to the employees of the organisation by which they will able to respond to
customers complained. Leaders of the hotel needs to develop effective communication with
employees by which they will able to guide them about pleading a customer, to welcome them in
organisation and also to respond their queries if they asking something.
Feedback to complaining customers how the problem are being dealt with
According to Peter Farnsworth, he says that if customers are complaining about
something then ask them to provide feedback regarding what changes needs to develop in
organisation by which hotel will able to develop changes in-accordance with customer point of
view. (Ransbotham and Kiron, 2018.)This factor also helps hotel to develop strategies which
customer prefer from hotel industry by which they will also provide strong competition to other
market participants of the business market. Feedback which provide by customer is need to
develop to improve overall performance of the hotel business.
These are some initial suggestions which given by Peter Farnsworth to improve overall
performance of the Imperial Hotel. By developing these initial suggestion some effective
improvements is developed in Imperial hotel and they able to develop their ranking in chain
grading system.
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Proposals for the resolution of problem
To improve guest satisfaction in the Hotel Imperial services, some suggestions or
proposals are as follows-
Optimize online presence- according to these factor hotel business managers have to develop
their presence in online way that from social media which helps them to communicate direct
with the customers of the business market. Through social media hotel will able to create their
best promotional activity by which customers will get attracted which helps the Hotel Imperial to
improve customers in the organisation.(Shooshtari and et.al., 2018)
Recruit effective staffs- managers have to recruit effective staffs which has strong communication
skill so that they will provide effective response to customer complaints and also guide them to
overcome with issue. By doing effective communication customers will get satisfied from hotel
and sustain their relationship with hotel. Another role of staff is to timely check equipments of
every room therefore, managers of the hotel Hilton have hire technical people which regularly
check technical equipments of hotel by which customers issues gets resolved.
Development of effective leadership quality- managers of the hotel have to develop effective
leadership quality in which they will effectively able to guide employees regarding expectations
of the customers from organisation. Effective leadership skills helps them to get effective work
from employees with proper coordination and in better team work. If any issue did not solve by
an employee then managers have to take initial step where they come to resolve that issue by
encouraging customer in providing effective solutions of that problem.
Implement in-room technology- problems which faced by customer in hotel is regarding
technical issues. This is one of the major issue for managers to resolve because this is the world
where technology development plays an important role in business of hotel organisation.(Stevens
and et.al., 2018) By developing or changing regularly upgraded technologies of market,
managers will able to sustain customers for long term which also help them to increase their
ranking in star chain of the business market. Upgraded technologies include smart room keys
where customers will able to open room door in simple swapping card with their smartphone. To
provide free Wi-Fi is also another technology by which managers of hotel Imperial able to attract
customers in their premises.
Provide effective rewards- this is the major point which help hotel to develop strong loyal
customer base. More and more competitions are faced by hotel organisation these days therefore
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to sustain customer is the hard work for them. This factor also faced by hotel Imperial where
customers are not satisfied with their services. Therefore, giving reward is the great strategy by
which they will able to develop effective customer base in organisation. In these managers
engage customers by giving offers, voucher cards or by giving happy hours in which unlimited
meal service is provided which not only helps to engage customer but this strategy also helps
them to improve overall performance and profitability of the organisation. This factor also
improve turnover or sales of the hotel Imperial. (Reilly, 2018.)
Training development for existing employee- another method by which hotel Imperial increase
customer satisfaction is by regularly developing training session for the existing employees of
the organisation. Under this leader will able to motivate employees in improving their skills for
providing effective work to organisation. Regular training and development session encourage
employee to work hard and to face challenges effectively.
All these are the proposals for hotel Imperial by which managers will able to satisfy
customers needs in the organisation and also will able to improve service quality provided by
organisation to customers. These factors also helps managers to reduce staff turnover and also
motivate employees to improve their skills which required to develop in their personality.(8 ways
to improve guest satisfaction,2014.) All these factors will help managers of hotel Imperial in
improving their overall performance and profitability of the organisation in market where they
are serving for more than 100 years.
Conclusion
From the above study it can be concluded that by developing effective strategies in the
hotel Imperial managers and Peter Farnsworth will able to achieve overall growth and
profitability. In this report case study of the hotel Imperial have been discussed in which they
facing problems regarding many issues. An analysis is done on problems faced by hotel Imperial
in this report. Further, in this report comment has been provided on the initial suggestions given
by Peter Farnsworth in his survey of the report. Further, in this report proposals have been
provided regarding problems faced by hotel Imperial. By developing that proposals' organisation
will able to improve their overall performance and profitability which they loose in previous star
markets.
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REFERENCES
Books and Journals
Tziner, A. and Rabenu, E., 2018. Ways to improve the performance appraisal system 2:
Alternative strategies for assessing and evaluating performance. In Improving Performance
Appraisal at Work. Edward Elgar Publishing.
Kobayashi, I., 2018. 20 Keys to workplace improvement. Routledge.
Zameer and et.al., 2018. Corporate image and customer satisfaction by virtue of employee
engagement. Human Systems Management, 37(2), pp.233-248.
Ransbotham, S. and Kiron, D., 2018. Using Analytics to Improve Customer Engagement. MIT
Sloan Management Review.
Farrington, I., 2018. development of the imperial capital. The Oxford Handbook of the Incas.
p.71.
Shooshtari and et.al., 2018. Receiving, Recording, and Responding to Customer Complaints: The
Effects of Formalizing Customer Complaint Handling Policies in Retail Firms. Services
Marketing Quarterly. pp.1-15.
Stevens and et.al., 2018. Timeliness, transparency, and trust: A framework for managing online
customer complaints. Business Horizons. 61(3). pp.375-384.
Reilly, P., 2018. Building customer centricity in the hospitality sector: the role of talent
management. Worldwide Hospitality and Tourism Themes. 10(1). pp.42-56.
Online
8 ways to improve guest satisfaction.2014. [ONLINE]. Available through
<http://www.hotelnewsnow.com/Articles/23354/8-ways-to-improve-guest-satisfaction>
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