E151 Business Introduction to Management: Imperial Hotel Case Study

This report analyzes the business management challenges faced by Imperial Hotel in London, focusing on issues such as poor customer satisfaction, high staff turnover, ineffective leadership, and IT system deficiencies. The report discusses the root causes of these problems, including lack of proper training, negative work environment, and poor teamwork. Recommendations are provided to address these issues, such as implementing total quality management (TQM), improving staff training programs, focusing on customer feedback, and enhancing the employee selection process. The conclusion emphasizes the importance of customer satisfaction in hospitality management and the need for Imperial Hotel to implement the suggested solutions to improve its brand image and achieve business objectives. Desklib provides access to similar solved assignments and past papers for students.

Business Introduction to Management
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Table of contents
Introduction......................................................................................................................................3
Discussion........................................................................................................................................3
Recommendation:............................................................................................................................5
Conclusion.......................................................................................................................................8
References........................................................................................................................................9
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Introduction
Hospitality management has reached a new level of success as the population is growing up day
by day and people have such great enthusiasm in hospitality sectors. Hotels from the all around
the world are making a large amount of profit by providing their customers great quality of food
and beverages with all kind of satisfaction and more reliability. Customer satisfaction is the main
key of hospitality management and this practice is very helpful in creating in good brand image
in the market. Creating brand image is very important in hospitality management sectors, as this
will help them to sustain in the market by beating their competitors(Han,et al.,2018). Imperial
hotel, London faces some problems regarding poor quality of customer satisfaction. Lack of
proper training, lack of proper observation, ineffective leadership and management quality,
reflection of personal problem in employees work, choosing unmatched candidate for the job by
the organization etc are the main cause for the poor quality of customer satisfaction. These
causes have impacted in the organizations growth badly. For the sake of this assessment,
solutions are also provided for resolving the poor quality of customer satisfaction problem.
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Discussion
Customer satisfaction and serving more reliability to their customer are the topics that are mainly
focused in hospitality management. In the purpose of the given assessment, we need to discuss
on Imperial Hotel, London. All issues that are being faced by the hotel and their solution will be
discussed in this discussion part. Imperial hotel, London such have great problems like poor
quality of satisfaction among guests, staff turnover of a high amount, poor attendance of staffs,
negative environment in the working field among the staffs, lack of proper leadership and
management process, lack of quality staffs, very poor quality of team work among the staffs,
using poor quality IT system in hotel reservation, poor quality of management all around the
hotel etc. These are the main problems that are creating a barrier in sustain in the market. Such
problems are described below,
Poor quality of satisfaction among guests: Offering best quality of services to the customers
with more reliability and satisfaction is the main target of the hospitality management
(Tuntirattanasoontorn, 2018). But Imperial Hotel, London has lost his brand image in the market
for providing poor quality of satisfaction and reliability to their guests. In terms of total customer
satisfaction, the hotel was ranked the lowest position. A survey has been done among all the
hotels in star chain for providing the customers better experience of satisfaction and reliability.
According to the survey, the guests of Imperial Hotel, London has complained a lot against the
hotel for the poor quality of staffs and rooms as well. Hence, the hotel lost has lost his brand
image. Nowadays it has become very difficult for the hotel to sustain in the market for these
issues.
Negative working field among the staffs: The working culture and environment of the hotel is
not healthy for the staffs. Staffs do not have unity among themselves. There is lack of
relationship among the staffs. As the hotel is open for 24 hours and 365 days, the hotel staffs are
needed to be more efficient in their work and there should be a good environment in working
field among staffs. Poor attendance of staffs and lack of regularity are also included in the
problem list. General Manager and department heads are not giving their supervision on the
staff’s performance. Hence, customers face issues regarding poor quality of staffing.
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Lack of proper training: proper training among staffs is very vital point for company’s growth.
Without proper training the staff’s will not work, perform properly to the guests (Boella,2017).
In the training period the staff’s are taught to handle customers in the proper way and the ways of
providing the customers more satisfaction and more reliability. The staffs that are employed in
Imperial hotel, London are not trained properly. Actually proper system for training is not
available in Imperial hotel, London. This can affect the hotel’s prosperity greatly.
Poor quality of leadership and management by previous directors and general manager: To
grow a company, good quality of leadership with proper management plan is mandatory. In the
Imperial hotel, London previous general manager’s ineffective leadership and management
quality has fell the company in such critical condition. Issues such as disappointing staff’s
performance, high staff turnover and most important one, poor quality customer satisfaction has
been created due to lack of leadership and management quality in the organization (Kerzner,
Kerzner, 2017). The recent general manager has noticed that the supervisors and the general
managers have been failed in their work completely. They did not notice the staff’s activities for
a very long time. As a result, housekeeping process, kitchen and the reception is not in the
standard quality. This can affect very badly in their brand image.
Poor quality of team working and poor condition in IT system: The staffs of Imperial hotel,
London have such no relationship among themselves at all. Hence, team working is unknown to
all. The hotel management authority did not try to build relationship among their staffs (Davis et
al., 2018). In the reception, staffs are needed to provide 24 hours for serving the customers every
time. In the Imperial hotel, London the staffs work in 8 hours shifting duty which is under the
process of team working. As the hotel staffs are not trained for team working, the condition of
the reception centre of the hotel and their services are very poor. Guests complained many more
times to solve it. However, the heads of the departments from different sectors and team leaders
have not done anything for solving the problem.
Nowadays, people believe in online reservation system, as the using internet has now become a
fashion to new generation (SOUNDARAPANDIYAN and GANESH, 2017). Every high profile
hotels have good quality IT system for their customers. They employ extra staff for monitoring
and controlling IT system properly. But in Imperial Hotel, London there is no perfect system for
operating IT management. The guests who done their reservation through internet in the Imperial
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hotel, London must faces some issues regarding IT problem. Therefore, the customers get
irritated during reserving their rooms online in Imperial Hotel, London.
Recommendation:
For resolving the problem that are detailed in the above section, the Imperial Hotel, London
should take some necessary steps that are detailed below,
For resolving the poor quality satisfaction among the guests, the hotel management authority
should understand the requirements of the customers first (Camilleri, 2018). They need to stand
on customers demand and desires, as the customer satisfaction is the main target in hospitality
management. Staffs should be used in providing services as the expectation and requirement of
the customers (Hill and Alexander, 2017). Staffs are needed to train properly to communicate
with the guests freely. Training will also help the employees in developing their teamwork
quality (Ross, 2017). This practice will also help them to build inter relationship among
themselves. Feedback from the customers is also very essential for resolving this big issue
(Parshuram and Oswal, 2017). This process will help them to understand better customer’s
demands. All staffs should work under the observation of head authority. This practice will help
them to understand their faults quickly. Imperial hotel, London can take help of total quality
management process for observing the activities and their performances. It will help them to
understand what steps the company need to take for making growth of the company. TQM (Total
Quality Management) process focuses on company’s long term success through serving their
customers more satisfaction and reliability with their products (Ross, 2017).
Solution of the problem regarding poor quality customer satisfaction:
In hospitality management, poor quality customer satisfaction is such a great issue and it can
create a barrier in the way of company’s success (Lee, 2018). Problems and their solution for the
company regarding poor quality customer satisfaction are described below,
Staffs are not trained: Problem regarding poor quality customer satisfaction arises in a company
when the company does not spend the proper time to train their staffs properly. During training
period, employees learn how to handle customers with proper ways. Employees also get a chance
to develop their communication skill, relationship among all employees and teamwork. Without
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proper training company employees cannot develop their skills properly which can affect the
company in future badly.
Solution: To avoid this problem, the company needs to spend time and money as much for giving
the proper training to their staffs. Employees should know the all goals, objectives and service.
In the training period, staffs should be trained to communicate properly with their customers.
Staffs should focus on responding to the customer’s request.
Selecting the perfect staffs: Selecting the perfect staffs is one of the most important steps for
company’s growth. There is no place for the people in the business who are self-centered
personality. Without having the perfect employees, no organization can make his growth in
business.
Solution: For avoiding this problem for the sake of the organization, the organization should
focus on the selection process of the staffs. Hiring process of the organization should be stricter
for the sake of the organization. The organization should not hire those peoples who do not fit in
profile as required. For sending a clear message to the all employees, it is also important to get
the unmatched staffs from the organization immediately.
Personal problems reflected in the work: Employees who have critical problems in their personal
life, they may do some wrong behavior during communicating with other customers. This can
affect the company very badly.
Solution: the organization should neglect any small issue that can affect the company in future.
The organization’s head authority needs to talk with employees clearly. If their working
performance is affecting by his personal problems, then the company needs to talk with the
person about it freely. Listening can be helpful sometimes in preventing difficult problems. The
organization must root out this kind of problems from the organization as it can affect badly in
the company’s brand image.
Providing incorrect solution to their customers: It becomes very bad for the company when an
employee listens to a customer’s problem then says he have to ask another employee for the
solution. It creates negative image to the customer for the organization.
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Solution: Employees of that type such need to go for his training period and he needs to know a
lot more about the organization. Organization’s goals and objectives should be clear to him
completely for getting better result from him.
Observation problem: Observing the activities of staffs and observing their development in their
performance is very helpful for reaching the targets of the organization.
Solution: The organization can take the help of TQP (Total quality management) process for
observing the activities and the development of performance of the employees. This process will
help you also in measuring how many steps the employees need to take to reach the target and
objective of the company. TQP (Total quality management) process is mainly focused on long-
term success of an organization (Rafailidis et al., 2017). Therefore, Imperial hotel, London
should use TQM process in their organization for achieving their business objectives.
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Conclusion
Thus, it has been concluded that providing more customer satisfaction with reliability is the main
target in hospitality management. Without customer satisfaction, no organization can get
prosperity in their business. In the purpose of the assessment, the problems of Imperial Hotel,
London such as poor quality customer satisfaction, lack of proper training, lack of proper
leadership and management method etc have been discussed in the discussion section. These
problems have affected the Imperial Hotel, London very badly as well as it creates a barrier in
the way of company’s success. Recommendation part is also provided in which suggestion have
been provided for resolving the problems. Therefore, the suggestions can be very helpful during
solving such problems of the organization. As poor customer, satisfaction is the most critical and
vital problem in the hospitality management, solution methods of that very problem is provided
in this report.
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References
Boella, M., 2017. Human resource management in the hotel and catering industry. Routledge.
Camilleri, M.A., 2018. Understanding Customer Needs and Wants. In Travel Marketing,
Tourism Economics and the Airline Product (pp. 29-50). Springer, Cham.
Davis, B., Lockwood, A., Alcott, P. and Pantelidis, I.S., 2018. Food and beverage management.
Routledge.
Han, H., Nguyen, H.N., Song, H., Chua, B.L., Lee, S. and Kim, W., 2018. Drivers of brand
loyalty in the chain coffee shop industry. International Journal of Hospitality Management, 72,
pp.86-97.
Hill, N. and Alexander, J., 2017. The handbook of customer satisfaction and loyalty
measurement. Routledge.
Kim, D. and Park, B.J.R., 2017. The moderating role of context in the effects of choice attributes
on hotel choice: A discrete choice experiment. Tourism Management, 63, pp.439-451.
Lee Iwan Accumulated Experience. (2018). Top 10 reasons for poor customer service and their
solutions. [online] Available at: https://leeiwan.wordpress.com/2007/11/13/top-10-reasons-for-
poor-customer-service-and-their-solutions/ [Accessed 3 Apr. 2018].
Parshuram, H. and Oswal, S., 2017. Application of TQM in Resolving e-Commerce
Challenges. DHARANA-Bhavan's International Journal of Business, 8(1), pp.22-27.
Rafailidis, A., Trivellas, P. and Polychroniou, P., 2017. The mediating role of quality on the
relationship between cultural ambidexterity and innovation performance. Total Quality
Management & Business Excellence, 28(9-10), pp.1134-1148.
Ross, J.E., 2017. Total quality management: Text, cases, and readings. Routledge.
Ross, J.E., 2017. Total quality management: Text, cases, and readings. Routledge.
Tuntirattanasoontorn, N., 2018. Service quality improvement in the Thai hotel industry. AU
Journal of Management, 6(1), pp.24-37.
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