Case Study on The Imperial Hotel

This case study examines the leadership and management issues at The Imperial Hotel in London. It highlights the ineffective leadership by previous management, leading to poor guest satisfaction and high employee turnover. The report suggests implementing management theories and training programs to improve the hotel's operations and employee morale. Recommendations include enhancing IT training, fostering teamwork, and reviewing incentive schemes to retain staff and improve service quality.

Introduction to
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
DEFINE THE PROBLEM ..............................................................................................................1
INTERPRETATION OF ISSUE.....................................................................................................1
SOLUTION .....................................................................................................................................3
SUGGESTIONS..............................................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7
Appendices.......................................................................................................................................8

INTRODUCTION
Management can be defined as the art of performing and organising any business so that
people who are associated with it, can be handled appropriately. This concept is also valid for
each and every corporation either it is of retail or hospitality sector (Abe, 2010). But it is
considered as most essential constructs of hospitality industry and needs to be applied in proper
manner. By doing so, different types of issues affiliated with management can be dealt in right
way. Without appropriate administration, even a single work could not be complete decently.
This in turn generates a feeling of dissatisfaction in both workers as well as customers.
The existing report is based on case study of “The Imerial Hotel” which is situated in
London. They are giving luxurious facilities to their potential consumers. They are having five
hundred full furnished bedrooms, beautiful leisure centre along with swimming pool and many
more. In recent days, so many issues are reported in this report. This project is highlighting the
major problems which are being raised. One of the key concern is linked with aspects of
leadership. It has been observed that referred hotel comprises of ineffectual guidance and
management as well. The former Heads of Department & supervisory personnels were not
leading business in better style and this is the reason of poor analysing as well as controlling
process (Wilkinson, Wood and Demirbag, 2014). In addition to this, several other troubles are
also determined. The solution along with recommendations to these terms is going to be covered
in this assignment.
DEFINE THE PROBLEM
Problem : Ineffective leadership and management by previous Heads of Department and
supervisory staff including poor monitoring and control procedures.
INTERPRETATION OF ISSUE
The Imperial Hotel is one of the famous organisation of London which is offering various
services along with hospitality facilities. They comes in the category of global branded chain of
hotels in market of 4 Star and are operating around approx. 25 hotels in United Kingdom
(Alvesson and Willmott, 2012). In their venture, six head of departments are present including
different division such as house keeping, front of house and reception, food & beverages, guest
services , human resource and so on. They are totally having 450 manpowers. In addition to this,
decorous facilities are being catered by them. For instance, its hotel is consisting of three bars &
four restaurants, twelve conference rooms that can include around one thousand citizens, large as
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well as attractive bed - rooms and so on. A new General manager has entered into this company
named as Peter Farnsworth. He is having good experience since he has performed in different
another companies of star city centre but in outside London. After joining, he noticed so many
issues associated with management. He founded that old General manager had left corporation in
a perilous situations. Some of the main concerns discovered are presented as follows :
 The status of leadership was very poor : The previous conditions of leadership was not
good. Leaders were not giving correct guidance to their associates. Hence, entire work is
getting hampered from this (Anderson and et. al., 2015). Due to this, Imperial is not able
to deliver quality based services to their expected guests.
 Performance of sales department is miserable : Poor guide lines are being given by
heads which is leading to degradation in the sales rate of referred organisation. Previous
leaders were not properly overseeing the working of each associate. In addition to this,
adequate training in order to improve the skills affiliated with sales, treating guests and
many other processes were not getting carried out appropriately.
 Dissatisfaction in guests : It has been viewed that clients are getting contented as the
quality of Imperial is reducing on regular basis. This is happening due to lack of proper
monitoring and neglecting commands of customers. There seen a large communication
gap between front – office and whole department of management. Thus, misinterpretation
in terms of needs of users is emerging that in turn creating discontentment in users.
 High worker turnover : Since there were no schemes associated with incentives, large
number of staffs are leaving it and moving to other companies in search of good wages as
well as environment. Besides this, one of the reason of migration of workers is bad
guidance.
 Bad observance in terms of standard of work in housekeeping sector & reception :
Pater Farnsworth has recognised negative attitude of superiors and managers as they were
failing to observe the standards of work that was undertaken regularly in department of
kitchens, housekeeping and reception of Imperial hotel (Nekvapil and Sherman, 2015).
 Weaker communication or reporting : Numerous of complaints are coming from the
side of consumers. They are stating that their request are being considered by Imperial.
The key reason of this is miscommunication. The actual demand of client has not been
conveyed to other sectors in correct manner. That is why guests are not getting satisfied
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from their deliverables. Hence, distinct deficiency of leading activity and adjunct
management is also treated as its another reason of such kind of actions.
SOLUTION
Management theories
This report require proper implementation of management theories in order to achieve
their business objectives and resolve their conflicts and problems in significant manner. Their are
various management theories which could be applied for yielding best outcomes since it helps in
removing every kind of barriers occurring in this field. Three popular management hypothesis
has been stated below :
Human relations theory : It was proposed by Elton Mayo in the year of 1920 at the time
of industrialised revolution. During such period, the main concentration of business was
production. Professor Elton started his inquiry in order to prove the value of manpower for
making outstanding productivity instead of machineries or other instruments. As per this, employ
is supposed to be the soul of an organisation as without them even a single job could not carried
on. Every person wish to be part of supportive group since this aids in growth and improvement
of individual. Hence, if all personnel attain special care and attention as well as are promoted for
participating; then this will surely inspire them for giving best labour. This as a fruitful result
generates higher quality of productivity (Kern, 2011). Thus, it can be said that if mangers build
positive relationship with work forces then it would increase whole performance.
Administrative Theory : This was given by Henri Fayol. It is simpler management theory
which explains about interaction of management with their staff members. According to Fayol,
there are chiefly five means of interacting with workers that is Preparing : In accordance to it, mangers have to create specific scheme or schedule for
each and every portions of commercial procedures. Arranging : Henry said that apart from formulating a process of manufacture, it is also
important to acquire and organise each raw constituents which would be utilised at time
of designing merchandises. These activities should be competed before specific time so
that work can be conducted appropriately. Commanding : this term defines that employers should focus on directing and
encouraging every action of their sub - ordinates.
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 Coordinating : It is vital concept that have to be added in all branches of hotel. As per
Fayol, management needs to insure that all workers are performing together by helping
one another in order to reach a mutual goal (Lynch, 2011).
 Dominant : The last concept proposed by him is that supervisors have to monitor overall
work of their members; thus ensuring that staffs are following commands of
administration and are acting accordingly.
Scientific Theory : This framework is also titled as classical management theory which
was developed by Sir Frederick Taylor (Popular Management Theories Decoded, 2017). The
main intention of designing it to improve the existing situation of employees in context to
financially or morally as well. As per the view point of Taylor, instead of objurgation for
insignificant faults, managers of Imperial hotel ought to give rewards to their team members for
their effective performance. This will bring a ray of hope in their mind and as a result moral of
them get improves (Kim, Jvm Co., 2012). Afterwards, they work automatically for best results.
Apart from it, key standard of this philosophy, is to maximise the level of prosperity for
employers since it is coupling with the maximal prosperity of staffs as well. Hence, concern
associated with increased migration or turnover of whole work – forces can be dealt by applying
this construct.
SUGGESTIONS
In order to solve the above discussed worries, Peter Farnsworth ought to emphasis on
below listed things :
 Training into IT systems : Suitable training should be provided to workers in context to
information technology as this will assists in improvement of sales performance (Combe,
2014). Through this, report of each workers associated with their leaves, requests,
incentives, demands of clients, booking of room, payment related information and many
more can be handled effectively. Hence, quality of services get automatically upgraded
since observance is being done in every section of management. (Suggestion 1)
 Cross – team building exercises : As there is a issue of blaming each other is identified
in Imperial hotel wherein no one is ready to accept their mistakes. To remove such kind
of circumstances, Peter Farnsworth should promote actions of cross team building. As per
this, employees ought to work together in a group by supporting one another. This also
helps in completion or manufacturing of deliverables and services before dead line
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because large number of staffs work together for attaining similar goal. Thereby,
enhancement of productivity as well as its quality could be done in effectual mode.
(Suggestion 2)
 Review of team bonus schemes : This is the considered as one of the most important
resolution that can be enforced by Imperial hotel. Since more number of personnels are
migrating to another ventures for the better salary and facilities , this is greatly effecting
in negative aspects to the production of mentioned firm. For dealing with this problem,
managers of Imperial should formulate a plan of offering incentives on the ground of
their monthly performance (Hislop, 2013). They ought to give reward to each individual
who have performed best. Incentives can be delivered in the form of additional money,
leaves, free trips, appraisals and so on. By doing the same, employers could improve the
level of moral of their workers and in turn best results would be yielded from that.
(Suggestion 3)
CONCLUSION
From going through above designed report, it can be summarised that Imperial hotel is
facing different types of problems in the sector of management. The key issue is recorded in the
area of leadership and overall administration. Former general employer was not leading their
staff members in appropriate style. There was lack of communication in several departments like
reception and other one, due to that misinterpretation is being occurring in associates and as a
bad result, demands of guest are not getting full -filled. So numerous of complaints are coming
and this is negatively impacting on the reputation of Imperial hotel. Thus, overall selling level of
company is decreasing say by day. In addition to it, the rate of sales has also been trimming
down due to improper monitoring and controlling activity.
These entire issues are directly affecting quality of services which is being delivered by
them. Hence, referred company is in dangerous or miserable condition. In order to handle all
such circumstances, Peter Farnsworth should take instant actions by adopting several types of
strategies like building cross – team culture, reviewing of team bonus schemes, offering training
into IT systems, etc. these all conceptions has been covered in this assignment. Additionally,
different types of management theories such as Human relation, Scientific & Administrative
theory can also be enforced by manager of Imperial hotel in order to remove above described
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issues in effectual and efficient way. Through these philosophies, employers can understand
about their duties & responsibilities and should according to that for attaining best consequences.
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REFERENCES
Books and Journals
Abe, M., 2010. Introduction: Japanese management in the 21st century. In Innovation and
change in Japanese management (pp. 1-11). Palgrave Macmillan UK.
Alvesson, M. and Willmott, H., 2012. Making sense of management: A critical introduction.
Sage.
Anderson, D.R. and et. al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Combe, C., 2014. Introduction to management. Oxford University Press.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.
Kern, D., 2011. Introduction. In Essays on Purchasing and Supply Management (pp. 1-3). Gabler
Verlag.
Kim, J.H., Jvm Co., Ltd., 2012. Automated medicine storage and medicine
introduction/discharge management system. U.S. Patent 8.281.553.
Lynch, M., 2011. Introduction to management. Clinical Pain Management: A Practical Guide.
pp.89-96.
Nekvapil, J. and Sherman, T., 2015. An introduction: Language management theory in language
policy and planning. International Journal of the Sociology of Language. 2015(232).
pp.1-12.
Wilkinson, A., Wood, G. and Demirbag, M., 2014. Guest editors’ introduction: People
management and emerging market multinationals. Human Resource Management.
53(6). pp.835-849.
Online
Popular Management Theories Decoded. 2017 [Online] Available
through<https://www.business.com/articles/popular-management-theories-decoded/>.
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Appendices
Cause and effect diagram for Imperial Hotel
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Ineffective leadership and
management poor monitoring and control procedures
Poor guest satisfaction &
Migration of large number of
employees
Creating incentives and reward system &
proper leadership
Best outcomes