Analyzing Management Problems and Solutions at Hotel Imperial

This report examines the management challenges faced by Hotel Imperial, a luxury hotel in London, focusing on problems identified by the new General Manager, Peter Farnsworth. The report delves into issues such as high staff turnover, low morale, poor operating procedures, and negative work culture, particularly within the kitchen, housekeeping, and maintenance departments. It explores the core reasons behind these problems, linking them to broader issues within the hotel's operations. The report also analyzes Peter Farnsworth's proposed solutions, including employing students, offering incentives, and using specialist agencies. Furthermore, it suggests alternative approaches and applies management theories like Henri Fayol's, contingency, and systems theories to provide a comprehensive understanding of the challenges and potential solutions. The report highlights the importance of addressing these issues to improve the hotel's image, operational efficiency, and employee satisfaction.

INTRODUCTION TO
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK ..............................................................................................................................................1
Core reasons for the Problems: ..................................................................................................1
Linking of this problem to other 5 remaining problems identified in Hotel Imperial case........2
Suggestions or actions that are proposed by Peter Farnsworth to resolve problem ...................2
Two alternative ways to resolve this problem which has not been considered yet.....................2
CONCLUSION................................................................................................................................2
REFERENCES................................................................................................................................2

INTRODUCTION
Management is a important process that focuses on managing all activities and actions
that are performed in every business organisational system. It basically, focuses on defining
various strategies or programs that has to be followed by every individual working there in order
to accomplish final goals and objectives in set time period. This report highlights the case of
Hotel Imperial which is located in London's West End and is owned by branded chain of hotels-
Star Hotels. They offer high quality facilities to their guests in the form of accommodation, food
and customer services. Its facilities also include 500 bedrooms, swimming pool, bars,
restaurants, conference rooms. Recently, a new general manager Peter Farnsworth has taken over
management of this hotel and found several problems. This report highlight major six problems
that have been encountered by him and several steps that are adopted by management to
minimize these challenges. There are number of management theories that are applied by
management system in order to remove all the raised problems in effective and efficient manner.
The major challenge faced by the hotel is related to workers that are working there whether it is
high turnover rates, low motivational level, negative working culture which hinders the
performance in negative way. Apart from it, report focuses majorly on issue that is related to
house staff and operating control procedures. All these aspects leads to increase in overall cost
structure of the hotel that results in huge losses. Peter Farnsworth have introduce several
solutions to each problem that must be adopted by the system.
TASK
Problem number 6: This assignment focuses on problem related to house staffs of
kitchen, housekeeping and maintenance. On the other hand, there are poor operating and control
procedures and staffs are not meeting basic standard operating procedures that lead to high
operating costs.
Core reasons for the Problems:
The above problem is identified by newly appointed manager Peter Fransworth, in which
he found that hotel is lacking in some of the areas which is posing huge threat in front of them.
They are facing several complaints from hotel clients who are not satisfied with thee services of
the staff members. The staff turnover ratio is very high that is not acceptable by the management.
From the past year data, it has been observed that management is facing problem in recruiting

room attendants as they do not retain for more than six months. Apart from it, there are issues
related to Spanish staffs. They are not at all cooperative with non- Spanish staff members. Thus,
staff people are very rude and abrupt in their behaviour which results in non accomplishment of
various results at sustainable level. It is also find out that after examining all these issues it is
clear that full time staff members lack motivational level in them (Abe, 2010).

It is very clear that as hotel Imperial have well established image in customer' mind at
present market place. But after seeking out various problems that have been observed by newly
appointed general manager, it causes negative impact in goodwill and image of the hotel.
Management system have to make proper planning strategies in order to address all these issues
and results into solving it in effective manner. There are standards that are created by
management but it is not been accomplished by staff members which lead to the increase in
operating costs of the hotel. This is negative impact on the image and goodwill of hotel Imperial.
There is discontent that has been find out between in-house staff members in which they claim
that Spanish members is not cooperative with the non- Spanish workers. Apart from it, the
attendance of in-house staff people is very less that results into disturbance of housekeeping
budget system. On the other hand, there are number of complaints that are recorded by unhappy
clients and guests.
From the above analysis of case it has been concluded that there are several challenges
that management of Hotel Imperial is facing whether it is related to staff personnel, retention
ratio, low morale level and behaviour of Spanish staff members(Kim and Jvm, 2012). It is the
responsibility of high level of management of the hotel to examine the condition effectively and
take steps to remove it.
Linking of this problem to other 5 remaining problems identified in Hotel Imperial case
As per the case study of hotel Imperial in which management is facing huge problems
and challenges, it has been observed that six major problems are interrelated with each other is
number of ways. Due to poor operating and control procedure system, it has resulted into
ineffectiveness of leadership and management as they have lower sales volume and many clients
have done several complaints in respect of it. The other problem is related to high staff turnover
rate which is approx 80% of the total staff members this can be because of inappropriate process
that has been implemented into the hotel system. Peter Farnsworth have identified that earlier
managers lacked in evaluating the work standard that happens in kitchen, housekeeping and
reception. This results into weak reporting practices and it can be identified that management is
not fulfilling the basic standard operating procedures.
Due to lack of compliance of set standard procedures, it has been resulted into negative
work culture that is established among staff members. There are no clear and transparent HR
policies regarding attendance and other leave policies. Hence, it lead to increase in sick leaves

and poor attendance of the staff members that are working there. It is consider one of the major
reasons of high staff turnover rates (Alvesson, and Willmott, 2012). All these issues are clearly
defined by newly appointed General manager In which he underlines the basic reasons that lead
to the generation of these problems. As a result of ineffective leadership function which is not
exercised by previous manager, staff people are not provided with correct and accurate guidance
hence, they are less motivated that result in leaving of the hotel in very short span of time. After
taking into consideration of all these aspects, it has been observed that overall operating cost of
the company is increasing that poses huge difficulties in front of the present management system.
The past style of management system practices authoritative or dictatorship in which they do not
allow their employees to involve their interest and views in decision making process hence, they
are not highly motivated this results into increase in their high turnover rates. There is less job
satisfaction and lack of commitment among employees hence, it lead to generation of attendance
problems and ineffectiveness of work performance. This results into negative construction of
Hotel's image.
Suggestions or actions that are proposed by Peter Farnsworth to resolve problem
The problem six highlights the problems related to back office members that include
kitchen, housekeeping and maintenance members (Lynch, 2011). There are around 400 to 500
rooms present in hotel Imperial which is under the control of executive housekeeper and
administrative staffs. Hence, management have to face problems related to recruitment of room
attendants and present employees remain not for six months. As a consultant, it is important to
review all the possible suggestions that have been formulated by Peter and thus, have to be
consider to resolve Suggestion that are described by Peter is as follows:
Employing students on Zero Hour basis: This is major suggestion to remove the
problem related to high retention ratio. The management of Hotel Imperial faces high difficulty
in relation to employees not able to work for more than six months. it is a correct decision in
which management system can formulate policy regrading hiring fresh candidates or students
from various institutions as they are in need of earning their livelihood. In this, they are paid in
accordance to the hours of working. This is beneficial for both management and students also as
they are the ones who are need of money.
Offering various incentive and bonus schemes in order to motivate staff members: It
has been find out that incentive and bonuses are consider monetary motivational factor that lead

to increase in working drives among themselves (Wilkinson, Wood, and Demirbag, 2014). After
facing number of problems as a consultant it has been proposed that management system have to
restructure their overall process which is related to incentive and bonus. They have devised
equality concept of salary system in which they frame salary system in accordance to set policies
and procedures of the industry so that there is no inequality among staff people. It aids in
development of satisfaction among personnel as they are paid in accordance to their job position
and performance level(Anderson and et. Al, 2015).
Contacted Staff from specialist agencies: It is a effective way in which higher level of
management have hiring system in which they contact to specialised agency that is ABC
Internationals from Spain. The main factor that can be consider in this regard is that only
knowledgable and skilful employees must be selected that can easily adopt working condition of
the hotel. As a consultant, it is necessary to provide focus on the situation that Spanish staff
members do not easily get mixed up with non- Spanish staff people. This have to be taken into
consideration while making decision related to this suggestion.
Apart from the above discussion it has also been observed that there are number of
management theories that can be applied in to the system is as follows:
Henri Fayol's management theory: According to this theory, Fayol have addressed 14
structures that has to be implemented in organisational system so that final outcomes could be
achieved in effective and efficient manner. This theory can be applied in the Hotel Imperial by
considering its factor that is “Remuneration” aspect which underlines that every worker in the
organisations must be paid fair amount relation to its job position and responsibility. Employees
of Hotel Imperial faces this problem of unfair salary structure hence, management have to take
decision in regarding this. “stability of tenure of Personnel”, this feature underlines that every
personnel must given accurate time and space in order to settle into their specified job. This is
applied in Hotel Imperial in which management faces problem related to high turn over hence,
management must focuses on this aspect by introducing number of methods and plans that will
motivate employee to retain for loner period of time.
Contingency theory: This theory underlines the importance if managers and leaders in
the management system in which they are consider most important component and hence,
success in dependent on their working style. It concentrates that manager must take effective
decision in accordance to the prevailing current market situation. Similarly, Hotel Hilton must

apply this theory of management in which managers must be motivated to involve decision and
point of views of their workers in order to make them comfortable and remain motivated for
working (Combe, 2014).
Systems Theory: According to this theory, it is the responsibility of manager to examine
various factors that are present in external and external environment and affect its functioning in
number of ways. It can be applied in Hotel Imperial in which manager must perform
environmental scanning process so that they can come to know about elements that must be
executed in effective and efficient manner.
Two alternative ways to resolve this problem which has not been considered yet
In order to solve the discussed problem in correct and effective mode, it is very much
required that higher management must review their overall functioning and make changes
accordingly so that set targets must be met out in correct way. Another solution involve
maintaining the conducive and effective working environment so that employees can able to
work to higher level (Nekvapil, and Sherman, 2015). Top level management must ensure that
there is no discrimination among employees on the basis of gender, class and caste.
It can be suggested that management of hotel Imperial must introduce signing bond
system into their process so that they can able to have proper structure to sign the bond with new
employees or workers in order to retain them for at least one year. In order to improve the
performance level of existing staff members proper training and development process must be
implemented so that they are imparted training on specific areas and this results in increase in
their productivity and efficiency level of individual so that all their efforts will contribute in
accomplishment of final goals and purposes ion set time period (Hislop, 2013).
Texlon system can be adopted by management of hotel in which they managers can
provide ratings of every individual in order to check their proficiency and working style and
introduce any changes it is required.
By applying principles of Human relations theory, which focuses on maintaining healthy
relationship with the employees and their superiors so that together they can perform in order to
earn maximum outcomes or results (Kern, 2011).

CONCLUSION
From the above prepared report it can be concluded that management play a vital role in
any of the business organisation in order to run the overall system in effective manner. It is
observed that managers are consider building blocks of the management as they have several
duties and responsibilities to be followed. This report highlight the case of Hotel Imperial which
is hold by well established Chain of hotels- 4 star markets. It is located in London, West End and
have large number of customers from various part of the world. But, due to some reasons there
are number of problems that are faced by them which is related to high staff turnovers, poor
leadership and management system, poor communication skills, negative working structure that
is directly related to poor guest satisfaction which is not a effective point for the hotel. Thus, it is
necessary for the newly appointed general manager Peter to efficiently evaluate all these
problems and implement several suggestions and conclusions in order to restructure their overall
management system in positive manner. This assignment highlight the numerous issues and
challenges that is discovered by the general manager in present system, part from it, he also
provide solutions and suggestion to its single problem in order to improve the performance level
and goodwill of the hotel. There are certain management theories that can be applied by the
management to remove such state of affairs and apply them in adequate way to achieve final set
goals and purpose.
REFERENCES
Books and Journals
Abe, M., 2010. Introduction: Japanese management in the 21st century. In Innovation and
change in Japanese management (pp. 1-11). Palgrave Macmillan UK.
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.
Combe, C., 2014. Introduction to management. Oxford University Press.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.
Kern, D., 2011. Introduction. In Essays on Purchasing and Supply Management (pp. 1-3). Gabler
Verlag.
Kim, J.H., Jvm Co., Ltd., 2012. Automated medicine storage and medicine
introduction/discharge management system. U.S. Patent 8.281.553.
Lynch, M., 2011. Introduction to management. Clinical Pain Management: A Practical Guide.
pp.89-96.
Nekvapil, J. and Sherman, T., 2015. An introduction: Language management theory in language
policy and planning. International Journal of the Sociology of Language. 2015(232).
pp.1-12.
Wilkinson, A., Wood, G. and Demirbag, M., 2014. Guest editors’ introduction: People
management and emerging market multinationals. Human Resource Management.
53(6). pp.835-849.
Online
Popular Management Theories Decoded. 2017 [Online] Available
through<https://www.business.com/articles/popular-management-theories-decoded/>.

Appendices
Cause and effect diagram for Imperial Hotel
Poor operating and control
procedures and not meeting basic
SOPS Resulting in high Operating Cost
Poor guest satisfaction &
Migration of large number of
employees
Creating incentives and reward system &
proper leadership
Best outcomes