Management Report: Analysis of Imperial Hotel's Organizational Issues

This report examines the management challenges faced by the Imperial Hotel in London, focusing on the negative work culture, high employee turnover, and absenteeism. The report identifies key issues such as a toxic work environment, lack of employee consultation, and autocratic leadership styles. It analyzes these problems using management principles and theories, particularly the Systems Theory of Management. Recommendations include promoting a positive organizational culture, implementing training programs, offering incentives, adopting democratic leadership, and improving communication and feedback mechanisms. The report suggests measures for retaining supervisory staff, addressing part-time employee concerns, and establishing clear reporting relationships to enhance employee performance, improve customer satisfaction, and foster a more productive and positive work environment.

Introduction to Management . Imperial
Hotel.

Table of Contents
INTRODUCTION ..........................................................................................................................3
Analysis of the problem. .................................................................................................................3
Recommendation ............................................................................................................................4
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................7

INTRODUCTION
Human Resource Management refers to the method of managing human resource of the
organization in such a way that it will help to gain competitive advantage over other firms. It
includes practices and policies of management to manage the issues that employees are facing.
The Report is based on the case study of Imperial Hotel. It is located in London. It provides
services to international firms and tourist that requires high standard of service. Imperial Hotel
offers various facilities like bars and restaurants, conference facility, bedrooms etc (Men, L.R.
and Robinson, 2018). The Report will outline the causes behind problem of negative culture in
the hotel, analysis of the problem and recommendation for resolving the issue on the basis of
management principles and theories.
MAIN BODY
Analysis of the problem.
There are various problems that have been identified in Imperial Hotels such as lack of
clients satisfaction, high level of employee turnover etc. Among these one of the major issue is
negative work culture in the Hotel that leads to increase in sick leaves and high level of
absenteeism of the workers.
Background of the problem -
Organization culture refers to the values and beliefs of the people that are working in the
firm. It also includes the ways in which they interact with the clients and other stakeholders of
the organization. It is a set of assumptions that guides the behaviour of employees (Ong, Y. and
Yue, 2018). The culture of Imperial Hotel is based on the performance. Therefore, Manager and
Departmental Heads are under the pressure to improve revenue by increasing the average rate of
the rooms of the hotel as well as by improving the occupancy rate of guests of the hotel. The
policy of providing bonus to the Manager of the Hotel is dependent on monthly performance of
the hotel that is in terms of increase in sales and reduction in operating cost. The value of hotels
in star category is also depends on customer satisfaction. Therefore, performance of Imperial
Hotel is also based on Guest Satisfaction Survey. However, the performance of the organization
is poor in terms of customer satisfaction as well as in terms of performance.
Causes -

There are various reasons behind negative culture in Imperial Hotel that has resulted in
increase in sick leaves and absenteeism of the employees. One of the major cause is that work
environment under the previous Manager of the hotel is very toxic. Work culture of the
organization not only affects the workers but also the reputation of the firm. This type of work
culture can impact financial viability of the firm. It may result from lack of acceptance towards
new ideas or customer satisfaction is not taken seriously by the Hotel etc (Koc, E. and Bozkurt,
2017). Another reason is that Imperial Hotel is situated in busy London that means it has to
perform the operations 24 hours in all 365 days. Continuous operations of the organization puts
pressure on employees mainly for those workers that have fall sick after giving a short notice.
Another reason is that, majority of employees are female that work for part-time, and they also
have other part-time jobs. This leads to late arrival of female in Hotel. This problem has resulted
due to improper supervision by the supervisors. The reason behind lack of supervision is due to
high turnover of supervisors. Another major reason behind high absenteeism of the employees is
Leadership style of previous management of the hotel. Previously, employees are not being
consulted by the Manager in respect of any policy or activities of the hotel. This has created
negative impact on job satisfaction level of workers that lads to high absenteeism and sick leaves
(Chatterjee, Pereira, A. and Bates, 2018)
RECOMMENDATION
There are various theories and principles of management that will help the management
in developing and implementing different types of policies for resolving the issue of negative
organization culture of Imperial Hotel. This will help to develop better work culture for reducing
the level of high absenteeism of the workers in the Hotel.
System theory of Management :
System Theory of management refers to systematic management of the organization with
a wide range of activities being implemented to consider the organization in a systematic
structure or process(Northouse, 2018). The important component from this theory is synergy that
includes the relationships between the people among themselves and the management. It shows
that all the employees and managers must coordinate with each other, establish better
relationships with one another and integrate themselves by initiating their efforts in the work
performance and activities for possessing better outcomes. The main issue was the lack of
coordination and cooperation of staff with the management due to autocratic leadership style.

Second thing required in the management of Imperial Hotel is regarding the openness of the
environment that is interaction of all the resources with each other. There must be interaction
within labour, capital, raw material and other resources to ensure better performance of the
Hotel. Another thing is the better flow of all the activities that is inputs, staff efforts and the
resulted outputs in the form of services. There was a lack of flow in these three elements together
in Imperial Hotels and hence this has resulted in the poor quality service of the Hotel and low
ratings by the customer. In order to initiate better performance without any issues there should be
a better flow of all the activities in better systematic process which will generate the best possible
outcomes that will fall in the favour of Imperial Hotel. Last thing as per the system theory is the
feedback mechanism. The employees in Imperial Hotel were not allowed to review the feedbacks
for the management of all the activities due to commanding personality of the previous manager.
The employees were not allowed to suggest or place their opinions which resulted in lack of
cooperation from them towards the performing activities and tasks at the Hotel. Feedback
Mechanism enables the organization and management to understand the impact of the practices
in the company and also helps to identify the areas of improvement and changes. It will also help
the manager of Imperial Hotels to find out the exact areas where they are lacking the efforts and
what changes are to be made to improve those issues.
As from the overview of the organization it can be observed that there has been lack of
systematic management at Imperial Hotels. There were no supervision factor for monitoring the
staff activities, there were no proper flow of activities in the Hotel as well as the decision were
made regarding the prices and the Hotel cost externally instead of focussing at the improvement
of internal system and management style. Hence, this theory will figure out all the potholes and
fill them by structuring the activities into a proper system and enable the uniformity and
improvement in performance of the staffs(Macdonald and et.al., 2018).
There are various measures that are recommended to Peter Fransworth, new General
Manager of Imperial Hotel. These recommendations will help to resolve current issue of negative
culture in the hotel. These are as follows-
 It is the responsibility of Human Resource Department to take steps for promoting high
performance of the workers of the hotel by developing positive organization culture.
Human Resource Manager should recruit new employees so that, there will be no burden
on existing workers. This will help to provide better customer satisfaction to the guests of

hotel. There must be an on-boarding program for making new employees familiar
regarding the values, culture of the Hotel (Huemann, Keegan, A. and Turner, 2018).
 Department of Human Resource should conduct training sessions for the employees. This
will help to improve the current skills of workers. As a result staff will be able to provide
better services of the hotel to clients. This will promote positive change in attitude of
employees.
 There must a policy of providing incentives and rewards to the employees on the basis of
their work performance. Manager of Imperial Hotel should offer financial and non
financial incentives to the staff such as recognition, perks, rewards etc. This will motivate
the employees to perform better, and they will not remain absent from the workplace.
 The management of the hotel should adopt democratic leadership style instead of using
autocratic style for providing authority to employees so that, they can complete the
responsibilities in effective way. Democratic leadership style will help to promote
positive work environment that will encourage creativity and innovation (Bhappu, A.D.
and Schultze, 2018).
 Organization should adopt people orientation instead of task orientation. It means that,
management should involve the employees in decision-making process because it helps
to motivate the employees to perform better. This will help to improve performance of
staff. As a result it will the level of productivity of work.
 Manager of Imperial Hotel should develop and implement the program for reviewing the
performance of the organization. This will help the management to clearly define the
expected level of performance of employees. On the basis of performance appraisal,
workers should be given rewards for high performance. This will help to increase the
level of employee retention in the hotel (Morgeson, Brannick, M.T. and Levine, 2019).
 Communication is an important factor that will help to resolve the issue that Imperial
Hotel is facing currently. Employees of the Hotel directly contacts with the clients.
Therefore, management should develop and implement the procedure for collecting
feedback from workers. This will help to improve the quality of products and services of
the hotel. It will also provide an opportunity for offering new services to existing as well
as potential customers of the organization. As a result it will help to improve satisfaction
level of the clients (Usha, S. and Jaichitra, 2018).

 Management should take measures for retaining supervisory staff in the Hotel by offering
them attractive package and opportunity of promotion at higher level of job in the
organization. To supervise lower level employees Manager should hire new supervisors
so that, they will be given the responsibility of guiding the workers. This will help to give
proper direction to the staff. As a result, job satisfaction level and morale of employees
will improve, and they will not remain absent from their workplace.
 Part time workers especially female employees must be given an opportunity to discuss
the problems they are facing with the supervisor. Management should also arrange
weekly meeting with staff discuss their issues so that, they can be resolved early
(Christianson, 2018).
 Management should discuss with the employees matters such as timings of shift, work
schedule etc. The decision should be implemented after discussing and obtaining the
approval of employees.
 There must be proper reporting relationship between employees and supervisors of
Imperial Hotel. So that, employees will not have confusion in respect of to whom they
have to report regarding their task. This will help to improve level of performance of the
staff and also leads to better customer satisfaction (Stewart, G.L. and Brown, 2019).
CONCLUSION
The above Report has outlined that there are various reasons behind poor performance
and lower level of satisfaction of the clients of Imperial Hotel. Some major causes are toxic work
culture in the hotel, lack of policy regarding collecting feedback from workers, high level of
turnover of supervisors etc. Further, the Report has described that management should adopt
systems theory of management for promoting the uniformity and improvement in level of
performance of the workers. Moreover, the Report has explained the measures through which
management can improve performance of employees and promote positive organization culture
in the hotel.

REFERENCES
Books and Journals -
Bhappu, A.D. and Schultze, U., 2018. Implementing an Organization-sponsored Sharing
Platform to Build Employee Engagement.
Chatterjee, A., Pereira, A. and Bates, R., 2018. Impact of individual perception of organizational
culture on the learning transfer environment. International Journal of Training and
Development. 22(1). pp.15-33.
Christianson, L.K., 2018. Defining a Model to Reduce and Prevent Absenteeism in the
Workplace (Doctoral dissertation, The College of St. Scholastica).
Huemann, M., Keegan, A. and Turner, R., 2018, September. Human resource management in the
project-oriented organization. Project Management Institute.
Koc, E. and Bozkurt, G.A., 2017. Hospitality employees’ future expectations: Dissatisfaction,
stress, and burnout. International Journal of Hospitality & Tourism Administration. 18(4).
pp.459-473.
Macdonald and et.al., 2018. Systems leadership: Creating positive organisations. Routledge.
Men, L.R. and Robinson, K.L., 2018. It’s about how employees feel! examining the impact of
emotional culture on employee–organization relationships. Corporate Communications:
An International Journal. 23(4). pp.470-491.
Morgeson, F.P., Brannick, M.T. and Levine, E.L., 2019. Job and work analysis: Methods,
research, and applications for human resource management. Sage Publications.
Northouse, P.G., 2018. Leadership: Theory and practice. Sage publications.
Ong, Y. and Yue, W., 2018. Relationship between Organization Culture and Managers’
Performance: Empirical Study of a Chinese University.
Raelin, J.A. ed., 2016. Leadership-as-practice: Theory and application. Routledge.
Stewart, G.L. and Brown, K.G., 2019. Human resource management. Wiley.
Usha, S. and Jaichitra, D., 2018. A Study on Women Employees Absenteeism with Refernce to
IT Sector in Chennai. Indian Journal of Public Health Research & Development. 9(2).
pp.11-14.
Online -
Causes of employee absenteeism. 2018. [Online] Available Through :
<https://www.highspeedtraining.co.uk/hub/reducing-absenteeism-in-the-workplace/>

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