An Analysis of Management Issues and Solutions at the Imperial Hotel

This report provides a comprehensive analysis of management issues at the Imperial Hotel, focusing on problems related to ineffective staff, poor team working, and inefficient use of information technology. The report delves into the application of system and human relations theories to understand the root causes of these challenges. It examines specific issues such as conflicts between departments, inaccurate information systems, and lack of incentives. The assignment further explores suggestions by Peter Famsworth for resolving these issues, including IT training programs, cross-team building exercises, and team bonus schemes. The report emphasizes the importance of effective management in achieving the hotel's goals, enhancing productivity, and ensuring sustainability. The analysis highlights how implementing these solutions can lead to improved employee performance, better customer service, and overall business growth in the competitive London market. The report also includes a detailed overview of the Hawthorne experiments and their relevance to the Imperial Hotel's challenges.

Introduction To Management

Table of Contents
INTRODUCTION...........................................................................................................................1
ANALYSIS OF THE INDIVIDUAL PROBLEM..........................................................................1
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................6
.........................................................................................................................................................6

INTRODUCTION
Management is administration of organisation whether it is government, business, non
profit organisation. It is the planning, organising, staffing, direction and controlling of corporate
activities. It is the strategy setting of firm and coordinating efforts of employees to achieve
objectives through help of resources such as financial, technological, natural, human resources. It
is also managing people of an organisation. It is also regarded as science, art and profession and
of getting people together for accomplishing goals by combining and integrating resources
effectively and efficiently. Management has several functions such as accounting, finance,
consulting, marketing, retails, business administration, human resource, sales, operations. The
given assignment is based on Imperial Hotel which was built between 1905 and 1911 and
designed by Charles Fitzroy Doll at London. It is on east side of Russell Square which is
Imperial group. Here will be discussing about issues arises at hotel because of ineffective staff
and poor team working. The hotel has also faced problem in managing system. The receptionist
has conflict with other department because of providing wrong and inaccurate information to
people (Anderson and et. al., 2018). It has also faced difficulty of inefficient using of new or
information technology for reservation. There were complication at cross team building and
incentives and rewards not provided to staff working at hotel. The assignment also covered
suggestion given by Peter Famsworth for resolving problem of information technology, building
cross team and team bonus scheme. Through solving difficulties of staff, will work for company
effectively and efficiently for achieving goal and objectives. It also leads to sustainability,
productivity and profitability of hotel.
ANALYSIS OF THE INDIVIDUAL PROBLEM
Management theory is collection of ideas which has general rules for managing
organisation or business. It address managing and supervising corporation in knowledge of goals,
implementing effective teams for goals achievement and motivating employees to perform high
set standard. There are many theories of management such as scientific, human relations,
bureaucratic and system. These help for effective and efficient running of business through
proper management of resources such as human, financial, activities. These are considered as
overview which express visions of various ways for running organisation based on differing
assumptions about system and people operate (Cleere, 2012). As per the scenario given in case

study will be discussing about system and human relations theory of management which is
described.
System theory was firstly given by Ludwig Von Bertalanffy in 1940s and later by Ross
Ashby in 1964. The background of this theory is that complex system is nothing but it is part of
organisation. It is most important theories in management which provides approaches for
understanding, thinking and analysing about firm. It views organisation as made up of sub
system or numerous parts which work together in harmony way. The sub system includes
departments, business units, work groups, individual employees. The success of business relies
on synergy, interdependence between subsystem and interconnections of within organisation and
between environment & firm. The characteristics of this theory are: communication, system,
boundaries, goals and holistic view. The explanation of each features are communication: it
means to exchange relevant information within organisation and its environment, there should be
effective mechanism and flowing of information among subsystem. The system is divided into
system: it means set of interrelated parts which process input and output, subsystem: means
processing units and super system: is other system in environment. The boundaries is separated
from environment and includes following physical: prevents access, systematic: ruling and
regulating interactions, linguistic: based on languages and psychological: restricts. The system is
goal oriented and involved in feedback for meeting organisation vision and mission. Last is
holistic view which means focusing on relations and arrangement which connect into whole and
mutual interaction makes parts bigger (Combe, 2014).
The elements of system are: input, through, output, process and feedback. The input
includes maintenance and production which import sustain and processed for outcome.
Throughout is work done on resources for producing a product. Output include change or exit
existing system which return goods to environment. The process means converting input to
output through various mechanical or chemical operations. Feedback is information about
reaction for product and used for improvement which can be positive and negative. The system
has two types such as open and close. Here, open system means interaction with environment on
continuous basis and exchange of information, materials and energies. Similarly, close system
does not interact and influenced with surrounding (Fukasawa and et. al., 2013). It helps in
dealing with complexity, easily managing channel through environment interaction, taking
holistic approach, recognising super system importance and utilising feedback for improvement.

This approach is used by Imperial Hotel for issues solving at premises and getting best result out
of it.
The next theory human relation which means studying behaviour of individual at
workplace. It was given by Elton Mayo at Western Electric Company's Hawthorne Works. This
is brought first time for relationship between productivity and social factors (Hazen and et. al.,
2014). The main features of this theory are getting thing done from people, managing
interpersonal relationship at work place, high motivation & large productivity achieved by good
human relations. Elton Mayo has done experiment which is divided into four category. The first
is illumination experiment which means productivity could be increased not by improving
working environment but through informal social relations among working group or members.
The second experiment is relay assembly test room in which small group of homogeneous people
formed. The new elements were provided to employees such as shorter working hours, improved
physical conditions, proper rest periods, friendly supervision, free social interaction among
members. After providing all such facility, morale and productivity increased. It also noticed that
after withdrawing such things output and values were maintained. The researchers concluded
that not only such facility required to employees but recognition, informal work group,
participation, non directive supervision leads to higher productivity.
The third is mass interviewing programme in which organisation took interview of large
number of employees to know about orientation and perceptions of working life. From result it
concluded that informal relations, psychological, social need impact behaviour of workers. The
last experiment is bank wiring observation room in which observation was done for group of 14
worker with regard to work behaviour. The observation revealed that exist of informal relations
in group and production norms set by workers. After experimenting, Hawthorne experiment
concluded with following points. The factory is psychosocial organisation rather than techno-
economic. The forming of group influence behaviour and performance of worker and also
physical conditions increase productivity and morale. The recognition, participation helps in
overall achievement of result of firm. Many organisation applies this to improve relations with
employees and workers. The manager assumed new role and develop concepts of leadership,
authority and motivation. Hawthorne experiments is accepted by all organisation for improving
productivity and relations. This theory is also applied in Imperial hotel to improve the issue for
betterment of firm (Hughes, 2012).

As given scenario in case study of Imperial Hotel, it has face various difficulties such as:
poor team working at reception, banquet, conference and restaurant & bars. It has also used
ineffective information system for property management and reservation. There were lack of
customer service and support to guest as they were not provided informations. It has also came
across of conflict between reception and other department about provided with inaccurate and
wrong information. The staff of conference and banquet complains about not having proper data
of guest coming for conferences and meetings. Even employees were not given bonus, incentives
and rewards for work performance and clashes among team members or groups. In order to solve
training at IT system, team bonus schemes and cross team building, Peter Famsworth has given
some suggestions (Runyon, 2013).
The suggestions for training into IT systems is that all employees working at Imperial
Hotel should be given online and offline training. In online, the staff should be provided with
computer system and classes should be conducted. The application use by Hotel should be made
aware to all worker regarding booking of hotels, availability of room, cost, check in/out time.
This assist them at the time of booking rooms for visitors and guest. Similarly, in offline the use,
meaning, concept should be made clear to subordinates. As every Hotel has different application
or database for using so should be made clear. This is important for firm to conduct training on
regular basis. This new and information technology made work easier, time saving, easily
availability of data and information.
The next suggestion for cross team building exercise is to introduce each and every
member to organisation. In Imperial Hotel, the staff were not having proper coordination among
each other which create conflict among worker. The fist and foremost duty of manager is to
create friendly environment among team. They should be made who report to whom and who
work with whom. If all knows their reporting person, then work became easier. As individual
cannot work efficiently for organisation, team require to form for achieving goal and objective.
Sometime, firm need to conduct activities for working employees to know more about them and
each other (Solove, 2012). The every department requires to coordinate with each other for
performing. At Imperial Hotel, conflict was between receptionist and other department. Better
training, guidance and direction can resolve this problem between receptionist and other. Thus,
in this way, solution can be given between cross team building exercise and running corporation
successfully with fulfilment of meeting need and demand of workers.

The last suggestion for review of team bonus schemes can be resolve by providing
incentives, bonus and rewards to staff. The bonus helps in achieving objectives of organisation
by improving business performance, encouraging to accept changes, increasing motivation of
employees by establishing link for pay and performance. As per Peter Farnsworth the staff
incentive scheme encourage for excellent performance, improve productivity. It include: if any
worker is considered as employees of month for whole hotel should be given £200. Similarly, if
employee of month for each department should be awarded with £50. If individual and
performance targets is meet in three consecutive months within department then £200 vouchers
for staying in any one star hotel. It can be resolved by organising parties at the end of year which
is funded by Hotel itself. Even there are other ways to get out of the problem faced by Imperial
Hotel which include bonus in cash and non cash form. The individual performance should be
evaluated and accordingly promotion should be done and also for group task or team bonus
should be provided. Thus, in this way problem can be resolved for team bonus scheme at
Imperial Hotel for betterment, productivity, profitability, sustainability and growth of business at
London market for its customers and guest (Wilkinson, Wood and Demirbag, 2014).
CONCLUSION
From the above assignment it can be summarised that management is very important for
all types of organisation whether small or large. It means managing of people, resources and
finance. Here the assignment is based on Imperial Hotel which has faced lots of difficulties. The
issues are related with poor team working for receptionist, banquet, conference, restaurants, bars
and inefficient use of IT systems which include reservation and property management system. In
order to resolve the problem of training into IT system, review of team bonus scheme and cross
team building exercises various solutions given. Firstly, for training at IT system, online and
offline training should be conducted to make staff aware of using it and work effectively. For
team bonus scheme, Peter Farnsworth has made incentive plan for staff as a whole hotel and for
each department. As per employees of month, meeting individual & performance target the
amount varies. In order to motivate worker, parties is conducted for staff at the end of year which
is funded by Hotel itself. Similarly, for cross team building, Hotel conduct various activities to
know about each other among themselves. The reporting person should be made aware for
performing task and achieving goal and objectives. Thus, in this way, solutions for different
problems given for achieving final set standard and results.

REFERENCES
Books and Journals
Anderson, D. R., and et. al., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
Cleere, H., 2012. Introduction: the rationale of archaeological heritage management. In
Archaeological heritage management in the modern world (pp. 27-46). Routledge.
Combe, C., 2014. Introduction to management. Oxford University Press.
Fukasawa, K., and et. al., 2013. Reconstruction and prediction of invasive mongoose population
dynamics from history of introduction and management: a B ayesian state‐space
modelling approach. Journal of Applied Ecology. 50(2). pp.469-478.
Hazen, B.T., and et. al., 2014. Data quality for data science, predictive analytics, and big data in
supply chain management: An introduction to the problem and suggestions for research
and applications. International Journal of Production Economics. 154. pp.72-80.
Hughes, O.E., 2012. Public management and administration: An introduction. Macmillan
International Higher Education.
Runyon, B. A., 2013. Introduction to the revised American Association for the Study of Liver
Diseases Practice Guideline management of adult patients with ascites due to cirrhosis
2012. Hepatology. 57(4). pp.1651-1653.
Solove, D. J., 2012. Introduction: Privacy self-management and the consent dilemma. Harv. L.
Rev., 126, p.1880.
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
Introduction. 2018. [Online]. Available through:
<https://www.investopedia.com/walkthrough/corporate-finance/2/financial-statements/
introduction.aspx>.