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The Imperial Hotel, London- Poor Guest Satisfaction

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Added on  2020-10-05

The Imperial Hotel, London- Poor Guest Satisfaction

   Added on 2020-10-05

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The Imperial Hotel, London-Poor guest satisfaction
The Imperial Hotel, London- Poor Guest Satisfaction_1
Table of ContentsINTRODUCTION...........................................................................................................................1MAIN BODY...................................................................................................................................1Analysing of problem..................................................................................................................1Comment on Peter Farnsworth initial suggestions......................................................................2Proposals for the resolution of problem......................................................................................4Conclusion.......................................................................................................................................5REFERENCES................................................................................................................................6
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INTRODUCTIONThis 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 someproblems 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 hasgiven 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 proposalresolution has been provided on the problems.MAIN BODYBackground- The Imperial Hotel is one of the leading brand hotel which is established inLondon and have 500 bedrooms and comes in the category of 4 star market. There are lotfacilities 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. ) Hotelalso providing leisure centre which is full of swimming pool facility. Under this hotel there is 3bars and 4 restaurants and also has 6 heads of departments. Company has employed 450 staffmembers 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 wasfacing major issues regarding poor guest satisfaction, very high staff turnover in everydepartment of hotel. Impact if these issues mainly providing negative effect on cost and overallprofitability of hotel. Therefore, to improve these issues new general manager has beenappointed which is Peter Farnsworth. He decided to made a report on the overall performance ofthe hotel and has decided to plan strategy which helps him to resolve operations, managementand problems of the business in hotel.Analysing of problemAccording to the report of Peter Farnsworth, major problem which faced by hotelImperial is 'Poor guest satisfaction'. In terms of overall customer satisfaction, this hotel gradedlowest in whole star chain of market. Every hotel organisation, takes a survey under which theytake an opinion and feedbacks from the customers to improve their overall performance and inthat survey this hotel graded lowest. This hotel have been operating for nearly 100 years and this1
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