Year 1 Sem 2: Introduction to Management - Imperial Hotel Report

This report presents an analysis of the Imperial Hotel London, focusing on the issue of poor guest satisfaction. The report identifies untrained and rude staff as the primary cause, impacting the hotel's reputation and customer base. It explores the relationship between this issue and related problems ...Read More

INTRODUCTION TO
MANAGEMENT

Table of Contents
INTROUDUCTION........................................................................................................................1
ANALYSIS OF INDIVIDUAL PROBLEM...................................................................................1
Discuss the cause of problem and its relationship with other issues...........................................1
Develop a 3 point plan to resolve the problem in terms of improving the quality of offerings..3
Support the answer with management and operations theories and principles...........................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTROUDUCTION
Management is considered as the significant function which is required at all the
prominent levels including political, social, economical etc. factors of an organisation. In
addition to this, management is the essential aspect of the economic life an individual that leads
to organise group activity as it leads to integrate force in various activities (Strydom and
Rudansky-Kloppers, 2016). Management concept include various components in it including
significance, theory, principles and other concerning approaches. Management is undertaken as
the art of getting things done with the help of people and prominently organise groups. It also
leads to include forecasting of plan in terms of managing forecasting and planning in order to
coordinate and control various things. Management is the essential function considering the daily
activities of people within a organisation and its importance include proper utilisation and
development of resources, make sure the continuity in company, bring stability in society and so
on. The managerial function include human action considering the design and also leads to
facilitate the manufacturing in effective manner for the system (Anderson and et. al., 2018). The
assignment is based on the case study of The imperial hotel London which is situated in heart of
London's West End and also manage various chains of hotel in world undertaking the 4 star hotel
that operates in around 25 hotels. The report is based on the issue for the poor guest satisfaction
as the staff of hotel is quite rude and untrained that negatively influences the perspective of
customers and reputation of hotel.
ANALYSIS OF INDIVIDUAL PROBLEM
Discuss the cause of problem and its relationship with other issues
The discussion is on The imperial hotel London which is the biggest hotel chain and
operates many hotels across the world. Imperial hotel has several effective facilities including
500 bedrooms, conference facilities, leisure centre, bars and restaurants, huge number of staff
members and also take outside contract regarding, leisure, laundry and other related services.
The current problem is about the poor guest satisfaction and it arises because of untrained and
inefficient employees who does not have knowledge to deal with guest as it leads to impact the
overall performance and productivity of an organisation. Along with this, it is also identified that
this problem leads to arise because of the lack of training and motivation among employees
which discourage them to perform their job with full potential (Navarro-Miró and et. al., 2019).
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In terms of this, the particular problem tends to relate with other ones as well which leads to
develop problem for the hotel. As in terms of this, poor guest satisfaction is influenced by work
culture as if employees are not properly trained that leads to influence the impact the working
culture of company as well. Most of the employees are not properly fit within the any culture
because each and every entity has their own norms and culture (Gambetti, Melewar and Martin,
2017). Along with this, negative work culture tends to develop employees turnover and
absenteeism which impact the growth and reputation of company and also undertaken that they
perform quite worse in comparison to other hotel that are situated in London.
Away with this, poor customer satisfaction is the biggest problem for hotel as it tends to
influence the smooth running and functioning of an organisation which influences the
operational and functional activities of company. Furthermore, it is also identified that poor
coordination and collaboration among employees leads to influence the proper management
system of an organisation. In addition to this, poor guest satisfaction is directly linked with
housing staff as the receptionist and front officer does not know how to deal with customers and
also get panic at the time of vacation and other event activities (Bullock, Haddow and Coppola,
2017). For this, proper management and performance management is important which is useful
and effective for the staff member of imperial hotel in order to develop their skills and
understanding in order to provide guidance and direction to their guest and also treat them very
politely in terms of retaining them for longer period of time.
Furthermore, the back housing staff is also not much efficient in order to perform their
job role which also become the prominent challenge in terms of maintaining hygiene and
cleanliness within the premises of hotel that leads to offer effective customer services which is
useful in retaining them for longer period of time and also helps in attracting other people as well
(Edelson, Senk and Stock, 2018). In terms of Imperial hotel, they does not have effective and
efficient staff members which influences the brand image of hotel and leads to decrease their
customer base which is not profitable for the hotel in order to run hotel.
Despite from this, undertaking various issues, it is also identified that hotel is facing
various issues within the running and functioning of their hotel and it negatively influences their
performance and productivity of employees which is not good for the hotel as the poor customer
satisfaction is directly linked with various functional units other segment of hotel that does not
achieve success in prominently run the hotel and it leads to decrease the sales and profitability of
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hotel which is good for its upcoming future (Hislop, Bosua and Helms, 2018). Hence, there are
various ways by which imperial hotel leads to overcome these problems which include various
theories and approaches that are effective and also useful in offering effective training to
employees that is beneficial in order to achieve growth and success within the dynamic business
environment and also give tough competition to other hotels for their better survival.
Develop a 3 point plan to resolve the problem in terms of improving the quality of offerings
By undertaking the effective problem which is discussed in above part it is identified that
there is a way to overcome from this issue which is to develop an effective plan in terms of
offering quality services and offerings. The prominent plan is mentioned as under: Define the problem: By undertaking the discussion it is identified that the leaders of
hotel need to undertake the problem and critically examine it as per the consideration of
problem which is poor guest satisfaction (Averina, Avdeeva and Perevalova, 2018). As
per this issue, imperial hotel does not offer effective services to their customers that leads
to generate disappointment among customers as hotel and their staff members are not
capable to fulfil the needs and requirements of customers. Away with this, the staff
members are not capable to develop good relations with customers and also behave quite
rude which is not good for the image and reputation of imperial hotel. Generate solution: By considering the discussed issue, it is identified that every problem
have their own suitable solution which is capable for hotel in order to run and get over
from the problem. In terms of this, for the poor guest satisfaction the manager conduct
effective training and development program for their employees which is useful in
enhancing the overall performance of employees (Kamphuis, 2020). Along with this,
leaders also tends to provide effective guidance and instructions in terms of offering
effective work culture and better working conditions that makes employees more
satisfied regarding their work.
 Implement and follow up: Effective solution and any change require proper execution
and implementation which is done by the leaders of imperial hotel. They also need proper
controlling and monitoring regarding the implementation of solution (Bryson, 2017). In
terms of this, managers of imperial hotel also undertake proper controlling and
monitoring of suitable solution like training and developing good relations with
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customers, offering excellent services which is beneficial in retaining their customers for
the longer period of time.
Support the answer with management and operations theories and principles
By undertaking the above issue it is identified that various theories and principles of
management is used which is helpful regarding the successful running and execution of
significant theories in the context of imperial hotel that are discussed below:
Human relation theory: According to this theory, in order to overcome the prominent
issue which is faced by company is all about the effective customer satisfaction and for this, it is
important to develop and have good relations with customers which is useful in retaining them
for longer period of time (Loucks and Van Beek, 2017). Along with this, considering this theory,
it also focus on the changing working conditions regarding break times, suitable environment
and culture which is good for staff members in order to perform their task with efficiency. It is
also reliable considering the relations within the hotel, as employers and employees also have
good relations among them which is useful in offering significant guidance and instructions to
subordinates that is helpful in improvement and overcoming the current problem (Banfield, Kay
and Royles, 2018).
Division of work: According to this principle, it states that the work should be divided
among employees as it does not become the burden on an individual regarding their overall
performance. Because if single person perform all the tasks then it becomes worse and does not
performed in effective way that does not leads to satisfy the requirements of customers (Diklić,
2018). In relation with Imperial hotel, it is identified that their managers need to divide
significant task among their employees considering their skills and interest which is useful in
making them more effective and efficient as it is helpful in performing task within the stipulated
period of time. In respect of this, manager of imperial hotel need to make sure that their
employees are also capable in order to interact with customers as it is helpful regarding the
growth and development of hotel.
Theory X and Y: This theory carry two prominent factors as both the aspects are related
with human behaviour undertaking the perspective of employees (Sakae and et. al., 2017). In
terms of this, managers of imperial hotel use both the factors as they are positive and negative in
nature and as per the X factor employees does not like responsibility, resist to adopt change and
employees also need significant direction and instruction in order to perform their job. Moreover,
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in Y factor managers tends to adopt participative leadership style and also tends to take
responsibility willingly that leads to motivate in fulfil the goals and objectives that are efficient
in order to accept suitable responsibility (Inkson and Minnaert, 2018). Furthermore, these
employees are efficient and does not need much guidance and support in order to perform their
job role. In relation with imperial hotel, with the help of this theory employees become efficient
in order to perform their job role and also solve critical issues that leads to satisfy the need and
requirements of customers in order to overcome current problem.
CONCLUSION
By undertaking the above discussion, it is identified that management is the procedure of
dealing and controlling things with the help of people. It is pursue with an association and
organisation undertaking the various activities in terms of achieving significant goals and
objectives. It also leads to include manufacturing process considering the machines, materials,
money and so on. Moreover, management is useful in creating functions within an organisation
like corporate policy, planning, organising, controlling, directing and so on in terms of achieving
prominent goals and objectives. Along with this, undertaking the current problem which is faced
by hotel it is identified that proper leadership is also require in terms of guiding and providing
instructions to staff members as it is helpful in developing confidence among people regarding
their performance and productivity which is helpful managing the significant information and
knowledge which is useful in taking effective decision. Along with this, it is also important that
employees must have polite and good communication skills which is helpful in attracting
maximum number of people and tends to retain them for the longer period of time within an
organisation. In terms of this, self management is also important which leads to influence and
persuasion in terms of achieving personal goals and objectives. Along with this, leadership is
also an activity or process that leads to influence people to perform their assigned task
effectively that leads to develop satisfaction among them concerning their job and productivity.
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REFERENCES
Books and Journals
Anderson, D.R and et. al., 2018. An introduction to management science: quantitative approach.
Cengage learning.
Averina, T., Avdeeva, E. and Perevalova, O., 2018. Introduction of management innovations in
the work of municipal organizations. In MATEC Web of Conferences (Vol. 170, p.
01121). EDP Sciences.
Banfield, P., Kay, R. and Royles, D., 2018. Introduction to human resource management.
Oxford University Press.
Bryson, J., 2017. Effective library and information centre management. Routledge.
Bullock, J.A., Haddow, G.D. and Coppola, D.P., 2017. Introduction to emergency management.
Butterworth-Heinemann.
Diklić, K., 2018. Introduction, change management and teacher attitudes. International Journal
of Economics & Law, 8(22), pp.25-36.
Edelson, S.A., Senk, C.C. and Stock, K.L., 2018. Using an integrated business experience to
take the place of “introduction to management” in an integrated curriculum. Journal of
Education for Business, 93(7), pp.332-340.
Gambetti, R.C., Melewar, T.C. and Martin, K.D., 2017. Guest editors’ introduction: ethical
management of intangible assets in contemporary organizations. Business Ethics
Quarterly, 27(3), pp.381-392.
Hislop, D., Bosua, R. and Helms, R., 2018. Knowledge management in organizations: A critical
introduction. Oxford university press.
Inkson, C. and Minnaert, L., 2018. Tourism management: An introduction. Sage.
Kamphuis, J.W., 2020. Introduction to coastal engineering and management (Vol. 48). World
Scientific.
Loucks, D.P. and Van Beek, E., 2017. Water resource systems planning and management: An
introduction to methods, models, and applications. Springer.
Navarro-Miró, D and et. al., 2019. Energy flows in European organic vegetable systems: Effects
of the introduction and management of agroecological service crops. Energy, 188,
p.116096.
Sakae, C and et. al., 2017. Introduction of management protocol for early‐onset severe pre‐
eclampsia. Journal of Obstetrics and Gynaecology Research, 43(4), pp.644-652.
Strydom, J.W. and Rudansky-Kloppers, S. eds., 2016. Introduction to business management.
Oxford University Press Southern Africa.
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