Addressing Management and Operational Challenges at Imperial Hotel

This report examines the management and operational challenges faced by Imperial Hotel, a large hospitality entity in London. The primary focus is on the issues within the front-of-house staff, specifically regarding poor team working and inefficient utilization of IT systems such as the reservation and property management system. The report begins with an introduction to management principles, followed by an analysis of the causes of the problems, including inadequate communication and outdated data. A three-point plan is proposed to resolve these issues, encompassing a focus on the problems, brainstorming solutions, and organizing the implementation of strategies. Furthermore, the report applies management and operational principles, such as the Six Sigma and Scientific Management theories, to provide a theoretical framework for addressing the challenges. The report concludes with recommendations for improving operations and enhancing customer satisfaction, emphasizing the importance of effective management in the hotel industry.

Introduction to
management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Causes of problem for a management and operational perspective............................................1
3 Points plan for resolving the problem.......................................................................................2
Management and operations principles along with theories........................................................3
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
Management refers to coordination addition to administration of activities for
accomplishing objectives. It comprises devising organisational strategy, coordinating attempts of
employees etc for accomplishing organisational goals via applying available resources. In
business concerns, management is significant as it optimally uses resources, achieves group
goals, reduces costs, establishes sound structure and equilibrium (Kamphuis, 2020). It is crucial
for organised life along with necessary for running successful organisation. It comprises set of
principles concerned with function in harnessing human, physical, informational, financial and
other resources efficiently for meeting identified aims. The report is based on problem faced by
Imperial Hotel which is large hospitality entity in London that is owned together with managed
by well known international hotel chain in 4 star market that is Star Hotels. The hotel is situated
at London's West End and caters mainly foreign business addition to tourists guests that have
huge expectations in relevance of service standards. It provides facilities including 12 conference
rooms, 500 bedroom having en-suite facilities, leisure centre having swimming pool, bars and
restaurant. It have in total 450 employees that are categories into different departments to meet
guests desires.
The report is prepared on the problem that is front of house staff of that have poor team
working as well as uses inefficiently IT systems such as reservation along with property
management system. It covers discussion of problem, 3 point plan to resolve problem and
management and operations principles together with theories.
MAIN BODY
Causes of problem for a management and operational perspective
In present time hotel face various types of problems that impact on their goodwill and other
activities. The Imperial hotel faces the problem of Front of house staff (Reception, Restaurant &
Bars and Conference & Banqueting). The front employees of the house , especially at the
reception, have quite a crucial customer-facing role in providing host training and advice. The
Registration must be available 24 hours each day and it is the first line of interaction for visitors
and also top employees in all divisions to provide up-to - date details and data on takeoffs and
landings of visitors, special situation of visitors and details on visitor charging (Mehotcheva and
Köpke, 2019). The Imperial Hotel service workers work three, eight hour shifts working with a
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team. Every group has a boss, and they have a especially demanding task of overseeing
Reception departments and also moving valuable visitor knowledge and documents along to the
next change. The hotel provides a booking and properties monitoring skills (PMS) for sensors
Fidelio that offers up-to - date data about real-time and forthcoming visitors and their
appointments. For visitor statistics and results, the other divisions like the kitchen, restaurants
and conference are based on Reception. When several reports about incorrect and incomplete
details were received, some of the main receptionists were in dispute with the other divisions.
False or outdated data on accommodation but whether a visitor is going to stay in the hotel were
given to housework. This problem become the reason of other problem because when hotel staff
do not cooperate with each other so customer do not satisfy with the service of hotel and it also
create the problem of highly employee turnover (Ribeiro-Soriano, Donthu and Val Nunez, 2018).
As a result increase the cost of employee training and create differences between new and old
staff members. As a result this problem creates negative organisational culture and impact on the
all staff members in negative manner.
3 Points plan for resolving the problem
Three points plan is a reflective tool that uses to assist organisation leaders to analysis
different approach which is applying by the hotel to know their capability. This plan use by the
Imperial hotel to resolves the problem of hotel such as, staff morale, Operational efficiency,
improving the quality of service and many others. After solution of these problems hotel
decrease their employee turnover and focus on the hotel image to maintain cost. To apply this
plan requires following the entire steps n systematic manner such as:
Focus: To solve the problem require focusing on the problem and needing to know origin
of the problem. To connect with front staff require creating relation among all the staff members
to provide effective services to all the staff members. Along with, focus on the different
problems that relate with the each other and create problem for the hotel. Some problems are,
low employee morale, poor customer satisfaction, improves quality of services and many others
(Aloo, Njiru, Balirwa and Nyamweya, 2017).
Brainstorm: After the recognise the problem require to make different types of strategy like
conduct meeting one in a week with different departments and apply various techniques to
connect with the employees. Every team has a leader who can understand their problem and
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engage with them to provide all reliable solution on time. As per the problem make some outing
plans and play different games with the employees.
Organize: After the step of brain storm require to all the strategies are applying by the hotel
in their activities. When employee feel safe and good at the organisation culture so it impact on
their behaviour and they ready to continue work with the hotel. Different strategies help to
motivate them and they are coordinating with each others. The entire division leader discusses
the problem with their team members and provides satisfactory solutions. When they sort out
their problem so provide effective services to customers. As a result they attract for the hotel and
stay for longer period of time. Along with provide them training of IT skill and conduct various
seminars where all the team members meet with each other and coordinate with each them
(Turnbull and et.al, 2018).
Thus, Imperial hotel follow this three point chin strategy to overcome with this problem
and impact in positive manner.
Management and operations principles along with theories
Imperial Hotel is among popular hotel that provides diverse products and services related
to hospitality to customers and vacationers. The Front off house staff, especially reception is
facing pivotal customer handling issues while offering services addition to support to guests. The
company have reception team that works in 8 hour shifts and also uses Micros Fidelio
Reservation along with Property management system. It is analysed that certain reception staff
have been in disputes fro not updating information to other departments about requirements of
guests and others. Above specified plan can be used in Imperial Hotel so to reduce of problem of
back house staff. Along with this, the manager of Imperial Hotel can also apply necessary
management and operation theories for eliminating roadblocks that causes problem of back
office staff. In this aspects, management and operations theories addition to principles are as
follows:
Six sigma theory: It is statistical based, continuous improvement, disciplined and data
driven theory to eliminate defects in services. It was devised by Bill Smith addition to Motorola
in early 1980s on the basis of quality management fundamentals. The theory majorly focuses on
quality of services and reducing costs. In context to managers of Imperial Hotel, implementation
of the management and operations theory assist them in having proper communication between
front office department and other departments through reducing roadblocks and eliminating
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defects. By using the theory, manager of front office department can reduce conflicts by
eliminating probability of error as well as improving capabilities of department processes
(Uluskan, Godfrey and Joines, 2017). The theory includes various principles that are stated
below in support of Imperial Hotel:
 Focusing on customer: It is based on well known belief that customer is king. Main
objective of the principle is to bring maximum gains to customers. It is important for
front staff to understand customers and their demands, what drives loyalty and so on.
With implementation of the principle, Front office manager establishes quality standards
and effective communication process to have words and sharing information with other
departments about requirements and demands of customers.
 Getting rid of junk: The principles ensures to elimination of variations from processes
and removing defects. In this aspects, managers of front office department of Imperial
Hotel must make theory focus towards removing activities, inefficient usage of property
management system and ineffective reservations. It will result in installing reservation
and property management system that are effective for handling customers and
maintaining healthy relationships among departments.
 Keeping ball rolling: As per the principle, organisational managers must involve
stakeholders and adopt structured process in which team contributes as well as
collaborates their differential experiences to solve problems. By working according to the
principle, managers of front office department of Imperial Hotel can ensure adopting of
suitable structure in which information are transmitted to all other departments quickly
and specialised training are provided for making improvements of poor team working.
Scientific theory: It is another management and operations theory that recognises and
synthesises workflows (Waring, 2016). The major objective of the theory is to improve working
efficiency and productivity of staff. In support of problem faced by front office staff of Imperial
Hotel, the theory can identify the hurdles and synthesis workflows of the department. Its
principles are as follows:
 Time and motion: According to the principle, all the working of department must be
conducted in proper duration and with accurate motion. It is important for manager of
front office department of Imperial Hotel to look towards recognising ways in which all
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the activities including updating information, transmitting requirements of clients and
many more with other departments that can result in completing tasks timely.
 Scientific selection as well as training of workers: The principle states that selection
procedure of employee must be designed scientifically. Along with this, the devises and
system that company uses for performing activities should also be selected as per
scientific methods. In context to front office department of Imperial Hotel, the managers
must follow scientific system while hiring employees in the department and are to be
provided training so to avoid wrong working methods. With this, excellent team working
will de done along with effective usage of reservations, property management systems
and dealing with poor data in working. By hiring effective staff that have good
communication skills will result in good reception dynamics, work of staff in
constructive manner and management of strong personalities in department.
By implementing the mentioned plan and theories, department of front office of Imperial
Hotel will be able to resolve problems, meet requirements of other departments and providing
favourable experiences to customers.
CONCLUSION
As per the above report it has been concluded that to manage all the activities in business
require to apply effective management approach. In the hotel company face various types of
problem in regard of staff that direct impact on the hotel efficiency and capability. Due to
negative organisational culture impact on the staff behaviour as a result in increase the employee
turnover and back office problem. The hotel mainly face the problem of when several reports
about incorrect and incomplete details were received, some of the main nursing staff were in
dispute with the other divisions. False or outdated data on accommodation but whether a visitor
is planning to stay in the hotel were provided to housework. In fact, the reception neglected to
notify housework of early and middle deliveries and consequently rooms were not swept in time
with visitors willing to queue lengthy stretches to even get their room keys. The meeting and
banquet halls staff reported that they were not equipped with appropriate details about the
number of attendees attending seminars and events. To resolve the problem apply the 3 points
solution in which follow three steps focus, Brainstorm and organize. Moreover apply the
management and operation principles and concepts in regard of particular problem to sort out
effectively such as six sigma, scientific approach and many others.
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REFERENCES
Books and Journals:
Mehotcheva, T. H. and Köpke, B., 2019. Introduction to L2 attrition. In The Oxford handbook of
language attrition.
Ribeiro-Soriano, D. E., Donthu, N. and Val Nunez, M. T., 2018. An overview of research
methods in international management: an introduction. European J. International
Management. 12(5-6). pp.501-509.
Aloo, P. A., Njiru, J., Balirwa, J. S. and Nyamweya, C. S., 2017. Impacts of Nile Perch, Lates
niloticus, introduction on the ecology, economy and conservation of Lake Victoria, East
Africa. Lakes & Reservoirs: Research & Management. 22(4). pp.320-333.
Turnbull, S. And et.al, 2018. Introduction: Critical Prison Studies, Carceral Ethnography, and
Human Rights: From Lived Experience to Global Action. Oñati Socio-Legal Series. 8(2).
Kamphuis, J. W., 2020. Introduction to coastal engineering and management (Vol. 48). World
Scientific.
Uluskan, M., Godfrey, A. B. and Joines, J. A., 2017. Integration of Six Sigma to traditional
quality management theory: an empirical study on organisational performance. Total
Quality Management & Business Excellence. 28(13-14). pp.1526-1543.
Waring, S. P., 2016. Taylorism transformed: Scientific management theory since 1945. UNC
Press Books.
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