Imperial Hotel Report: Addressing Housekeeping and Employee Challenges

This report provides a comprehensive analysis of the housekeeping and employee turnover issues faced by the Imperial Hotel. The report identifies challenges such as difficulties in recruiting and retaining housekeeping staff, poor customer service, and a high turnover rate. It explores potential causes, including lack of motivation, salary issues, and inadequate training. The report proposes several resolutions, including partnering with specialist agencies, offering employee incentives, providing training programs, and utilizing zero-hour contracts. Furthermore, the report applies management theories like behavioral theory, chaos theory, and Theory X and Theory Y to offer strategic solutions. The behavioral theory emphasizes the importance of employee expectations and motivation. Chaos theory highlights the need for adapting to changes. Finally, Theory X and Y explores differing leadership styles for employee motivation. The report concludes by suggesting that the implementation of these strategies and theories can significantly improve employee satisfaction, reduce turnover, enhance customer service, and increase productivity at the Imperial Hotel.

Introduction to Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Analysis of the issue........................................................................................................................1
Resolution of the issue.....................................................................................................................1
Use of Management theories to resolve the issue............................................................................3
Behavioural theory.................................................................................................................3
Chaos theory...........................................................................................................................4
Theory X and theory Y...........................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Management is considered as the administration coordinating and controlling all the
processing of the operations and services being provided and it is to be done to achieve all the
targets and goals (Hoque, 2013). The management holds various responsibilities, whether it is
about making decisions or controlling all the operations on the basis of what is necessary to be
managed in a workplace. There are various management theories also that can help in improving
the processing and operations of the Imperial hotel in a way that it will help in minimizing the
overall rate of employee turnover. The report is about analysing the issue of housekeeping and
other maintenance problems in the Imperial hotel. Also, it includes various ways by which the
issue can be resolved so that the hotel can have a huge number of satisfied customers and also an
increased rate of productivity.
Analysis of the issue
As the Imperial hotel is huge enough and is accommodating for about 400 -500 rooms, it
is quite a challenge to maintain a proper and well managed housekeeping department. The hotel
was before facing the issue of recruiting people whom they can involve for housekeeping but
because of some reasons, it was going tough for them. Also, the ones who were present started
losing interest and they also tend to leave the hotel. This can be because of various reasons such
as less motivation by the hotel authorities, salary issues, lack of proper training etc. After
recruiting some staff also, the Imperial hotel faced issues. Also, the customers of the hotel also
made complaints several times as the staff behaves rude and abrupt with them. Also, according
to the customers, the bedrooms and toilets were not clean enough, making it tough for them to
stay there. So, it can be because of less motivation levels being provided to them because it is
obvious enough that when the staff members will be in a less quantity, it makes the present ones
burdened enough. Also, if in case, there are no sorts of increments or incentives being provided
to them, it can make the staff members disappointed and discouraged enough and this can be the
reason the staff members seem rude and arrogant towards the customers.
Resolution of the issue
According to the new general manager, the Imperial hotel can contact some specialist
agencies other than ABC because the last time, although it worked well but eventually, it failed.
So, the Imperial hotel can contact other specialist agencies that can help the hotel in recruiting a
staff that is well qualified and skilled enough that they can follow the rules and regulations of the
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hotel efficiently and can help the hotel in achieving all their targets and goals, thus satisfying the
customers as well. Also, the Imperial hotel can provide some sort of benefits to its employees
such as incentives, increments etc. because these means can actually make the employee happy
enough, thus also helps in staying them focused towards the work, thus it can further help in
achieving all the targets and goals of the hotel at a much faster rate. So, the hotel should ensure
such ways that can help in encouraging the staff members and employees of the hotel because by
such means, the employees also consider the fact that they are important for the hotel, which
helps in maintaining their focus on achieving the objectives of the hotel. The Imperial hotel can
also take an initiative as there are enormous number of students who want to join the hotel
operations but lack in skills and practices and cannot afford to learn the same. So, for such
people, the Imperial hotel can ensure to provide some training in which they can guide these
students and employs them after the particular training period. This will benefit the hotel as well
as those students as they will be employed as well.
Also, the hotel can employ students on zero hour contracts as well. A zero hour contract
is considered as a contract between the employer and an employee where for the person, it is not
necessary to give complete working hours, instead they can join when there is a requirement of
them. It is completely based on call scheduling (Heo and Lee, 2011). This can act as an efficient
initiative by the Imperial hotel. The Imperial hotel can involve employment by involving
providing employment by means of zero hour contracts so that when the hotel will be requiring
support for housekeeping and other maintenance operations, they can contact such people and
pay them for the same. Less motivation also plays a huge reason for employees leaving the
organisations, which can further results in a work place facing employee turnover. Also, Imperial
hotel was also facing a staff turnover at a rate of 60% per year which was affecting all the
operations, services and productivity of the hotel. When the recruitment of Spanish staff was
being done by the international recruitment company, ABC, then it was observed that the
Spanish workers were comfortable working with other Spanish workers but were not cooperative
at all with the members from other cultures. So, it again resulted as a failure for the Imperial
hotel. In the Imperial hotel, there was about 450 members combining the full as well as the part
time ones, but because of a few reasons such as less employee motivation, no sort of
encouragement etc. were acting as the reasons for which the employees were leaving the hotel
and that too at a large rate. So, for resolving it, the Imperial hotel can make use of some
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involvements such as providing some encouragement and motivation by different means such as
incentives etc. so that the employees can also stay happy and thus, focused towards the work.
Also, they can take help from specialist agencies that can help the hotel in recruiting some
talented, qualified and skilled staff members that can work in the house keeping and maintenance
of the rooms etc. of the Imperial hotel. Thus, it will help the Imperial hotel in achieving all the
targets and goals as well and that too at a much higher rate.
Use of Management theories to resolve the issue
The imperial hotel can also make use of some management theories that can also help them
in resolving the issue of employee turnover and employee motivation so that they can focus on
the achievement of the objectives. Although there are various theories of management that can
help but considering a few of them here so that the issue can be resolved (De Grosbois, 2012).
Describing the involvement of some management theories as under:
Behavioural theory
As per the behavioural theory, it considers the fact that there are some factors that are
essential for maintaining an efficient processing at the work place and these factors involve
expectations, conflicts, group dynamics, motivation etc. Every employee has some expectations
from the management and the management should ensure to consider them such as if some
employee at the imperial hotel is actually working hard and trying to satisfy the customers in a
better way, then the management must ensure to provide the employee some sort of benefits as
they can provide them some increments (Nieves, Quintana and Osorio, 2014). Also along with
these incentives and increments, the management can also give the employees some extra week
day off as it will also give them some personal time and make them happy. When employees
will be happy enough, it is obvious that this will increase their focus and encouragement to help
the hotel in achieving all the objectives. This will also help in making the environment of the
hotel happier and healthier. Thus, will help the employees of the hotel in staying relaxed and
encouraged enough for achieving the goals and targets of the hotel. Also, these means help in
reducing the rate of employee turnover as well and wen there will be efficient number of staff
members in the hotel, the management will be able to allot responsibilities equally. By this way,
neither the employees will feel burdened nor the customers feel any sort of disappointment. So, it
will help in satisfying the customers as well, thus helping the hotel in gaining a huge number of
customers along with a high rate of productivity as well.
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Chaos theory
Chaos theory considers the fact that change is a factor that is inevitable. There come
various situations in a work place where there is a high possibility of conflicts and risks. So for
coping with the same, change is necessary (Mok, Sparks and Kadampully, 2013). A very
common example of this can be considered that if the Imperial hotel is aware of some other
nearby hotels that are providing various facilities to the staff members also, providing them
various types of benefits etc. in such situations, the Imperial hotel for avoiding turnover, should
implement some changes in their management. Whether it is about adopting some interesting
sessions or about providing some sort of benefits to the employees (Riley, 2014). It is important
as well because when the goals of an organisation are big, there are more chances of various
conflicts and complexities, so at that time the staff should be cooperative and understandable
enough to deal with the situation that it cannot affect the popularity and productivity of the
Imperial hotel. Also, the Imperial hotel can make a revised structure that will be accomplishing
all the new operations and services that are to be provided to the staff members and employees as
well. This will help the Imperial hotel in a minimized rate of employee turnover, thus help the
hotel in gaining a huge number of satisfied customers and maximized rates of popularity as well
as productivity.
Theory X and theory Y
Theory X and Theory Y depicts two different concepts as the theory X considers the fact
that incentives, increments etc. can be the factors for an employee to focus on achieving the
objectives. On the other side, Theory Y considers the fact that there are some workers that
eventually focus on their actual roles and responsibilities and for achieving them, ensures some
processes and procedures to achieve all the objectives (Pereira-Moliner and et.al., 2012). The
Imperial hotel can decide which theory to choose as both of them can provide benefits to the
hotel by means of satisfied customers and increased productivity as well. An authoritarian style
in terms of leadership is said to be followed in case of employees following theory X and the
ones following theory Y focuses on encouraging the whole environment so that it can act as
motivated enough that it brings the positivity to achieve all the goals and targets of the company.
So, it can be considered that the Imperial hotel can make involvement of the theory X and theory
Y so that they can be able to motivate the employees to a much extent. Thus, the hotel can have
efficient amount of employees that can manage the operations in housekeeping and other
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important factors. It can further act positive for the hotel providing them an efficient and satisfied
number of customers, which will further help in an increased rate of productivity as well.
CONCLUSION
It can be concluded from the report that the Imperial hotel can make involvement of some
factors such as providing motivation, involving zero hour contracts etc. as these can actually help
in making the employees happy enough, thus reducing the rate of employee turnover in the hotel.
Also, the Imperial hotel can make use of some management theories for resolving the issue such
as chaos theory, behavioural theory etc. These can actually have a positive influence on the
environment of the hotel, making it more peaceful, happier and healthier. Thus, these can be
considered some ways by which the issue of less employee motivation and turnover can reduce
to a huge extent so that there will be sufficient number of employees for housekeeping as well as
for maintenance, thus satisfying the customers completely. Also, it will help in maintaining the
productivity and popularity of the hotel.
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REFERENCES
Books and Journals
De Grosbois, D., 2012. Corporate social responsibility reporting by the global hotel industry:
Commitment, initiatives and performance. International Journal of Hospitality
Management. 31(3). pp.896-905.
Heo, C. Y. and Lee, S., 2011. Influences of consumer characteristics on fairness perceptions of
revenue management pricing in the hotel industry. International Journal of Hospitality
Management. 30(2). pp.243-251.
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Nieves, J., Quintana, A. and Osorio, J., 2014. Knowledge-based resources and innovation in the
hotel industry. International Journal of Hospitality Management. 38. pp.65-73.
Pereira-Moliner, J. and et.al., 2012. Quality management, environmental management and firm
performance: direct and mediating effects in the hotel industry. Journal of Cleaner
Production. 37. pp.82-92.
Riley, M., 2014. Human resource management in the hospitality and tourism industry.
Routledge.
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