Analysis of Management Problems and Solutions: Imperial Hotel Report

This report analyzes the management and leadership challenges faced by the Imperial Hotel, a prominent international hotel chain. The report identifies key problems such as high staff turnover, declining sales, and poor customer experiences, attributing these issues to ineffective leadership and inadequate monitoring by previous management. It explores various management theories, including Contingency theory, Classical theory, Human relation theory, and Weber's Bureaucratic management theory, to understand the underlying causes of these problems. The report then proposes several solutions, including leading by example, enhancing cross-departmental communication, implementing supportive management practices, and reviewing monitoring procedures with the support of IT. The conclusion emphasizes the importance of effective leadership and management in addressing these issues and improving the hotel's overall performance, customer satisfaction, and employee retention.

Introduction to Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK ..............................................................................................................................................1
Analysis of problem ...................................................................................................................1
Theory of leadership and management in context of effective management and control .........2
Proposal to solve such management problems............................................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7
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INTRODUCTION
Success of every business depends upon effective leadership and management. It is the
duty of the manager of every organisation to apply effective leadership and management theories
which helps in motivation of the staff and employees to perform their activities effectively in
accomplishment of common objectives. Imperial is well known international branded chain of
hotels. This provides their hospitality services in all the over the world. Due to inefficiency of
previous head of department and supervisory staff large number of issues are arises in Imperial
hotel regarding lack of monitor and control over the staff members. The major problems which
are noticed in Imperial Hotel are high level of staff turnover, disappointing sales performance,
bad customer experience etc. The large number of solutions which helps to overcome from this
situation are review monitoring procedures and IT support, collaboration of different
departments, supportive management etc. (Abe, 2010).
In the present report explain about, application of management and leadership theories,
identification of potential issues due to ineffective monitor and control and solutions to
overcome from this situation.
TASK
Analysis of problem
The Imperial hotel is situated in London. It is considered as one of the popular
international branded chain of hotel which operates more than 25 hotels in UK. It is situated in
the heart of London and the main aim is to provide high quality services to their international
guests and customers to satisfy their different requirements. Large number of facilities are
provided by this hotel like having more than 500 bedrooms, conference facilities for more than
1000 individuals, having 3 bars and 4 restaurants, 12 conference rooms, swimming facilities for
their guests to spend their leisure time. To effectively treat their customers and satisfy their
different requirements large number of staff members are working in hotel. To achieve
competencies in all departments like Food and Beverage, Housekeeping, Guest services and
Concierge, human resource and training and front house and reception six head of the
departments are working in Imperial hotel. In all such departments more than 450 staff members
are working from which 300 are full time and remaining are part time. The management of hotel
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also appoints contractors from outside to provide the services regarding cleaning, laundry
services etc.
Peter Farnsworth, General manager of Imperial hotel noticed that large number of issues
are present at workplace. After having effective survey of all the departments, it is noticed that
the major problem is about the inefficiency of previous head of the departments and supervisory
staff retarding management of staff and having appropriate control over their actions. This will
creates the situation of mess in hotel and reduce their capability to provide their functions
effectively. The consequences which are faced by Imperial hotel due to ineffective leadership are
high level of staff turnover, decrement in sales figures and disappointing customer experience
because they are not actually fulfilling their demands (Albert and Beatty, 2014).
It is noticed that supervisors not properly monitor the work which performed on daily
basis in hotel like housekeeping, cooking in kitchen, reception, safety measures etc. So, it creates
difficulties regarding providence of good quality services to their guests. Large number of
adverse impact are born by hotel like reduction in brand image, profitability, low customer
loyalty, decreased market position etc. Customers are like main assets of every business which
helps to increase their profitability and accomplish their targets. Due to such problems customers
are not satisfied with the services of hotel which reduced their retention power of their old
customers. Customers faces the issues regarding quality of food, cleaning in rooms, increased
time of waiting at reception, less supportive behaviour of managers etc.
It is also observed that, problem of communication and coordination is also arises among
all the different departments of Imperial Hotel. This will results in high wastage of given
resources. Ineffective leadership and management also demotivate the employees and as result
80% staff of hotel leave in one year.
Theory of leadership and management in context of effective management and control
The main objective behind the application of the management theories is to increase their
productivity and quality of services. Generally, it is provided that the manager of all organisation
need to adopt two theories which helps in preparation of effective strategies and policies to
overcome from the problems and issues which are present at workplace and to improve the
functioning of all the departments. In the present case of Imperial hotel, it is observed that hotel
is not up to the mark in providence of their services due to ineffective control. This will badly
affects the rating of hotel in London which reduces their capacity to attract the large number of
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customers. All such problems are arises due to previous head of the departments and supervisory
staff.
Such management theories provides the general rules and regulations regarding managing
the business activities of hotel. This theory provides guidance to manager and supervisors to link
the functions of hotel towards the achievement of goals, provide proper motivation to staff so,
they can perform their functions with high standards. Large number of management theories are
applied by the General manager of Imperial hotel which are mentioned below:
 Contingency theory: This theory provides that manager should take the decisions on the
basis of situation which are present at workplace rather than one size fits all method. This
method helps to improve the current issues. It is important for the management of
Imperial Hotel to adopt this theory to improve participation of staff in different functions.
It provides opportunity regarding highly motivation of existing staff members which
brings their large involvement (Alvesson and Willmott, 2012).
 Classical theory: The major concept of this theory is to make the structure of hotel more
systematic which is required to follow by all the department in providence of their
functions. It provides the opportunity regarding effectively monitoring the activities of
staff and guide them towards achievement of their tasks. This helps in recognition of the
good things for imperial hotel and such ideas are further used to improve their quality of
their services. As per this theory, it is the duty of the head of the department to provide
safe and good working environment to the staff of hotel. It contributes to build effective
teams which are having good communication and coordination skills. Due to following
systematic procedure, confidence among the staff members is also build towards their
actions.
 Human relation theory: The main aim of this theory is to deal with the factors of human
behaviour which helps in motivation and leadership of each and every staff of Imperial
hotel. This theory helps in development of the skills and knowledge of staff to improve
their productivity. For this purpose, management of Imperial hotel needs to provide
special attention to all the staff members, encourage them to participate more, provide
more benefits according to their performances and use of other motivational approaches
which guides them to provide high quality work.
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 Bureaucratic management theory by Max Weber: It is effective management theory
which is used by the general manager of Imperial hotels regarding removal of the
problems of ineffective management and control over the functions of different
departments. This theory consists two major elements which are development of the
structure of hotel into a hierarchy and establishment of goals and objectives which govern
the activities of different departments and staff members. This theory provides more
emphasis that functions of hotel are conduct in more rational way instead of irrational
emotions. The basic six principles of this approach which helps to build effective
management in Imperial hotel is mentioned below:
- Proper division of labour: This includes about the appointment of staff members on the basis
of their specialisation and should maintain proper balance between power and responsibilities
(Anderson and et. al., 2015).
- Chain of command: This includes the development of proper system which helps in effective
flow of information related to decisions and works from the top to bottom. It helps to ascertain
effective control over the activities of imperial hotel.
- Separation of personal and official property: It is important to understand the fact the the
assets of owner and organisation are separate from each other.
- Application of consistent rules: While implementing this approach, management of imperial
hotel requires to define proper rules and regulations.
- Selection and promotion based on qualifications: It is effective principle of this approach
which helps to attain the confidence of staff members. This includes about the selection and
promotion of the employees should be on the basis of their skills, experience, age etc. This
process should not be influenced through personal relations.
Proposal to solve such management problems
In the present case, it is observed that the major problem which is faced by Imperial
hotel is inadequate leadership and management by the previous head of the department and
supervisory staff. This will results in lack of monitor and control over the functions of different
departments of Imperial hotel which are housekeeping, kitchen, reception, cleaning etc. This will
brings large number of issues regarding high labour turnover, disappointing sales performance,
low customers satisfaction. It is noticed that more than 80 % staff is left their job in last one year
due to such ineffective management. During the year of such inefficiencies the grading should be
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provided as customer satisfaction is only 64 % which is very low comparatively from their
average of 74%. It will creates the situation of negative culture among the staff which will
increase the level of sick leaves and poor attendance. The negative impacts which are recognised
by the management of Imperial hotel are mentioned below:
 Decrease their profitability
 Reduce the ability to attract the large number of customers
 Damage their brand image and goodwill
 Reduce their competitive position in market
The new general manager, takes this situation as positive move which helps in selection
of the such staff members and which are highly qualified and experienced. This will provides the
opportunity to appoint new head of the departments and supervisory staff which have good
leadership and management skills (Boswell and O'Kane, 2011). To overcome from these
situations, general manager of Imperial hotel also makes various strategies which includes lead
by example, review monitoring procedures and IT support, Good supportive management and
development of cross department communication and coordination. Effectiveness of all these
strategies regarding management of the problem is defined below:
 Lead by example: It is effective strategy which helps in motivation of the staff members.
This includes about the providence of large power and benefits of such employee which
is performing good in organisation. This helps to present example among other
employees that they also have the opportunity to become important part of hotel.
 Development of communication and collaboration between cross-department: It is
effective solution which helps to control the employees and improve their involvement
towards their functions. Such communication and collaboration helps to build effective
teams and positive working environment. This contributes in effective satisfaction of the
different demands of customers and improvement of quality of their existing services.
 Good supportive management: It is the duty of all the leaders of Imperial hotel is to
provide adequate support to their staff members so, they can complete their tasks within
stipulated period of time. It provides opportunity regarding maintenance of good relation
with their staff and attain their confidence and loyalty.
 Review monitoring procedures and IT support: To maintain their effective control, it
is always needed to review their monitoring procedures and make changes as per
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requirements. This helps to understand the issues timely which are present at workplace
and provide adequate solutions to improve their performances.
CONCLUSION
It has been concluded from the above report that, large number of issues are present in
imperial hotel due to lack of control and management. The employees of hotel not performing
their functions as per standards. Due to this situation large number of adverse impacts are born
on the business of hotel. This will reduce their profitability and image in market. To overcome
from this situation large number of management theories are applied like bureaucratic
management theory. Another solutions which are adopted by the management of hotel are lead
by example, good communication and coordination etc.
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REFERENCES
Books and Journals
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Sage.
Anderson, D.R and et. al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Boswell, R and O'Kane, D., 2011. Introduction: Heritage management and tourism in
Africa. Journal of Contemporary African Studies.29(4). pp.361-369.
Damron, W.S., 2013. Introduction to animal science. Pearson Higher Ed.
Haddow, G., Bullock, J and Coppola, D.P., 2013. Introduction to emergency management.
Butterworth-Heinemann.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.
Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
Kim, J.H., Jvm Co., Ltd., 2012. Automated medicine storage and medicine
introduction/discharge management system. U.S. Patent 8,281,553.
Runge, M.C., 2011. An introduction to adaptive management for threatened and endangered
species. Journal of Fish and Wildlife Management.2(2). pp.220-233.
Online
Why Customer Satisfaction Is Important. 2017 [Online] Available
through<https://survicate.com/customer-satisfaction/importance-customer-satisfaction/
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