Case Study: Enhancing Guest Satisfaction at Imperial Hotel Report

This report presents a comprehensive analysis of guest satisfaction issues at the Imperial Hotel, a UK-based establishment facing challenges related to poor customer service, staff behavior, and service quality. The report examines customer complaints regarding long wait times, rude staff interactions, incorrect billing, and issues with room cleanliness, amenities, and food quality. It emphasizes the crucial role of staff members in delivering exceptional service and offers a step-by-step process for hotel managers to address these issues. The proposed solutions include treating every customer as a VIP, prioritizing employee training, offering personalized services, creating a positive work environment, utilizing updated technology, implementing customer service performance measures, and aligning employee actions with overall hotel performance. The report stresses the importance of continuous training, technological upgrades, and employee motivation schemes to enhance guest satisfaction and retain customers. The report concludes by summarizing the key findings and recommendations, underscoring the significance of customer satisfaction for the hotel's success and growth.

Introduction to
management

Table of Contents
INTRODUCTION...........................................................................................................................1
Analysis of individual problem..............................................................................................1
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................6

INTRODUCTION
In today's business environment, customers are known as one of the most important
factors and elements of every business as they are the profit generators of enterprise (Why
Customer Satisfaction Is Important, 2017). These are the one for whom business offers
innovative products and services for satisfying their needs. An enterprise cannot achieve its set
objectives and targets without satisfying the needs of its customers. All efforts must be done by
the firm to gain satisfaction of customers and retain them for a long period of time. Poor
satisfaction of customers leads to decrease the profits and market share of enterprise. So, it is
very important for every enterprise to satisfy the needs of its customers and fulfil their special
requirement. Satisfaction of customers play a big role in the growth of business especially in case
of hospitality sector. When enterprise offers a mix of services to its customers then this not only
enhances the profits of firm but at the same time supports organisation to retain them for long
period of time. In case of hotel services, it has become essential to fulfil the special requirements
of customers as this helps in retaining them for long period of time (Alvesson and Willmott,
2012). Present report is based on the case study of Imperial hotel. A survey has revealed that
hotel is facing a problem of poor guest satisfaction. Steps which can be taken by the enterprise to
remove this and to achieve satisfaction of customers are all detailed in this report.
Analysis of individual problem
Imperial hotel is a hotel based in London, United Kingdom and is a part of branded
international chain that operates in 250 hotels of UK. Hotel offers a variety of facilities to its
customers such as facility of restaurant and bar, conference facilities and many more. A survey
has revealed that Imperial Hotel is facing issues and problem of poor guest satisfaction.
Customers complain that quality of staff members which serve them is not up to the mark as they
have to wait for long hours to get services (Boswell and O'Kane,2011). Guests said that the staff
members sometimes behave with them in a rude manner which affect their satisfaction. Number
of customers said that hotel charged incorrectly in the final bill. When management conducted
the guest satisfaction survey then it was revealed that there was no cleaning of rooms and
bathrooms, showers of bathroom were not working properly and technology in the room was
also not working. Guest complained about the quality of food which Imperial Hotel served to its
customers (Albert and Beatty, 2014). Also, the survey has shown that staff members of hotel
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were not cooperative as customers have to wait for long hours to get service especially at the
time of check in and check out.
Further, employees are also not polite towards customers. Imperial hotel received a
number of complaints from its guests related with the quality of food products. It is essential for
managers of hotel to handle all these issues in order to enhance the satisfaction of customers and
to increase profits of enterprise. In hotel industry, staff members and employees play a big role in
getting satisfaction of customers as these are the one who interact with customers and offer them
services. So, it is essential for employees of Imperial hotel to have proper skills and abilities so
that they can offer effective services to customers and fulfil their requirements in an effective
way. It is essential that there will be effective management at various levels and so, hotel can
better achieve customer’s satisfaction. In order to handle the issues of poor satisfaction of
customers, there is a step by step process which can be used by mangers of Imperial Hotel to
solve this. Process can be better understood by the following points: Treat every customer like a VIP: To offer a positive experience to customers and
influence them to visit again, it is essential for employees of Imperial hotel to treat every
guest like a VIP (Combe, 2014). To remove dissatisfaction of customers, it is essential
for Imperial hotel to guide all employees to be attentive and responsive to serve an
individual. This not only ensures the loyalty of customers but they also start giving
referrals to their friends and relatives. Imperial hotel can influence its employees to be
responsive by informing them about the problems which customers are facing. This will
definitely result in decreasing the number of customer's complaints. Make training of employees a priority not just a one-time event: It is clear that
employees and workers are one of the important and valuable assets of every enterprise
as these are the one who make final products for its customers and at the same time offers
them services. To serve customers in an effective way, managers of Imperial hotel needs
to understand the importance of training. This is an activity which develops abilities and
skills of workers and make them able to provide effective services to its customers
(Lynch, 2011). This does not mean that training will be offered to employees once in a
year but this should be offered to workers on continuous basis. Offer effective and personalised services to every customer: To make every customer
feel unique, it is essential for Imperial hotel to offer personalisation services. Workers of
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hotel must be encouraged to treat every customer in an effective way as this will reduce
the number of customer's complaints. Create a positive environment for all employees: Workers are the one who interact with
customers and offer them services to satisfy their needs. For this, it is essential that firm
should have skilled employees and hotel can hire skilled workers so they can serve their
customers in an effective way (Anderson and et. al., 2015). But it is essential that
positive and healthy working environment should be offered to employees as this
enhances their morale and encourage them to serve effective services to customers. Use updated technology: For eliminate dissatisfaction of customers and to achieve
satisfaction of customers, it is very important for Imperial hotel to use updated
technology in order offer better and effective services of its customers (Glaeser, 2017).
There is a software called property management which can be use by Imperial hotel at
time of check in and check out as this will reduce the waiting time of customers and will
add value in overall experience. Take measures for customer service performance: It is very important for Imperial
hotel to top identify how able the hotel is to address the issues of customers. To become
responsive and to handle issues and request of customers it is very essential for firm to
offer training to its staff members so they can serve customers in an effective way and at
the same time can solve their issues (Dumas, 2016). Further, managers of hotel can
undertake performance evaluation of employees in order to find any kind of gap between
current and standard skills require to perform a particular job. In case if manager find any
kind of gap, hotel can conduct training and development programs for workers. All this
increase performance of employees and at the same time results in satisfaction of
customers.
 Tie action of employees with overall performance of hotel: This is the last step which
focus to tie up the performance of workers with overall success of business performance
(Baaij, 2013). Firm evaluate how much a worker contribute in overall success and growth
of company. Different theories and models of motivation are there which can be use by
managers of Imperial hotel to enhance contribution of employees.
This is a step by step process which can be use by managers of Imperial hotel in order to
ensue effective management and to satisfy the needs of its customers. Mainly, it is very essential
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for employees of Imperial hotel to perform well in order to get customer satisfaction. But for
this it is important for workers to have skills and abilities require to perform a particular job in
enterprise. For enhance skills of employees managers of Imperial hotel can conduct training
programs for staff members and to make them able to respond quickly to the needs and
requirements of customers. Delay in services give rise to dissatisfaction of guests and decrease
profits of firm. On the other hand, satisfaction of customers increase profits of firm and help
hotel in retain customers for long period of time.
Different type of schemes are there which can be use by managers of Imperial hotel in
order to enhance staff members to perform well. For example, hotel can use the scheme of offer
employee of the month who will perform well and will provide him a monetary reward. Further,
firm can take help of external agencies to enhance employee's performance. Further, in order to
achieve customer satisfaction hotel should try to analyse the problem from customer's point of
view as this will help managers of hotel to find new and creative ways to solve the problem. All
members of staff should be aware about expectations of customers so they can serve them
accordingly (Kim, An and Choi, 2017). One of the main advantage of this, is that when workers
known well about requirements of customers then they can achieve customer satisfaction and can
retain them for long period of time. Staff members should given training about how to deal with
different type of customers and fulfil their expectation. It is very essential that all complaints of
staff members should be addressed effectively. Further, feedback should be collected from
customers in order to collect information how there is dealt and what is the outcome of that.
All these are the main things which can be done by mangers of Imperial hotel in order to
handle with poor guest satisfaction and to enhance satisfaction of customers and to retain them
for long period of time. Further, in order to offer value to the customers it is very important for
both managers and employees to understand what are the main elements which an individual
want in final product and services. With help of this analysis workers can offer better products to
customers which will results in satisfaction of customers.
CONCLUSION
From the above project report, it can be summarised that to achieve success it is very
essential for an enterprise to first satisfy the needs of its customers. Satisfaction of customers
should be one of the main objective of every enterprise and this can be achieve by offer them
unique products and services. In case of Imperial hotel, where hotel is facing a number of
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customers complaints which leads to dissatisfaction. It is very essential for hotel to achieve
satisfaction of customers and for achieve the same it is very important for managers to eliminate
the issues and factors which give rise to dissatisfaction of customers. For improve satisfaction of
customers and to add value in their overall experience it is very essential that training should be
offer to employees on continuous basis so they can offer effective services to them. Updated
technology must be use by hotels to serve their customers as this reduce the time of customers,
ensure fast service and at the same time save large amount of funds of hotel.
It is very essential for Imperial hotel to use various schemes in order to motivate its
employees to perform well. Further, hotel can employ specialist agencies in order to handle the
complaints and solve the issues related with customer in order to get customer satisfaction.
Performance of employees should be evaluate on continuous basis in order develop skills in
them so they can better handle the customers. All this can be done by managers to Imperial hotel
to enhance satisfaction of guests.
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REFERENCES
Books and journals
Albert, M. and Beatty, B.J., 2014. Flipping the classroom applications to curriculum redesign for
an introduction to management course: Impact on grades. Journal of Education for
Business. 89(8). pp.419-424.
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.
Baaij, M., 2013. An Introduction to Management Consultancy. Sage.
Boswell, R. and O'Kane, D., 2011. Introduction: Heritage management and tourism in Africa.
Journal of Contemporary African Studies. 29(4). pp.361-369.
Combe, C., 2014. Introduction to management. Oxford University Press.
Dumas, P.E., 2016. Introduction. In Proslavery Britain (pp. 1-8). Palgrave Macmillan, New
York.
Glaeser, G., 2017. Introduction. In Math Tools (pp. 1-6). Springer, Cham.
Kim, N.H., An, D. and Choi, J.H., 2017. Introduction. In Prognostics and Health Management of
Engineering Systems (pp. 1-24). Springer, Cham.
Lynch, M., 2011. Introduction to management. Clinical Pain Management: A Practical Guide,
pp.89-96.
Online
Why Customer Satisfaction Is Important. 2017 [Online] Available
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