Management Report: Addressing Issues at London's Imperial Hotel

This report examines the management challenges faced by the Imperial Hotel in London, focusing on issues with front-of-house staff, including reception, conference & banqueting, and restaurant & bars. The report identifies problems such as poor teamwork, employee disputes, and inefficient use of the information technology system. The analysis incorporates human resource management and team-building theories to propose solutions, including employee training, cross-team building exercises, and a review of the team bonus scheme. The report highlights the importance of interpersonal relationships, customer satisfaction, and the role of training and development in improving employee skills and competencies. The conclusion emphasizes the significance of effective manpower management in enhancing organizational productivity and recommends strategies for the general manager to improve employee behavior, teamwork, and the hotel's overall performance and reputation.

INTRODUCTION TO
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
Problem 5.........................................................................................................................................1
Analysis of the individual problem.............................................................................................1
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
Bibliography....................................................................................................................................8

INTRODUCTION
Managing human resource is an essential function of the organisation. It will help in
effective growth and development of the organisation (Nieves and Segarra-Ciprés, 2015). In
accordance with this context, this individual report will consist of the problems faced by the
management of Imperial Hotel located in London. In order to cope up with the problem, the
management appoints new general manager name Peter Farnsworth so that the problem can be
eliminated effectively and efficiently. The management of the Imperial Hotel was facing issues
with front of house staff which includes Reception, Conference & Banqueting, and Restaurant &
Bars. The employees were not working properly in teams and creating disputes which impacts on
the reputation of the organisation. Further it was identified that the management and employees
of hotel are not utilising the information technological system efficiently, thus reducing the
efficiency of the organisation.
The staff was not coordinating with each other thus, created chaos in the hotel. In
accordance with this context, this report will consist of the solutions of the problems the hotel
management currently facing. With the help of human resource management and team building
theories and models the general manager will aim to eradicate the issues effectively and
efficiently. Further, a summary and justification of key proposals for the resolution of the
problem in the organisation will be made in this report. Recommendations and suggestion will be
formulated in this assignment, so that the management of Imperial Hotel can improve its team
management and information technology system.
Problem 5
Analysis of the individual problem
The imperial hotel of London is an old hotel incorporating hospitality from 100 years.
The hotel is renowned for its ambiance and location which attracts visitors and customers from
various areas. From the analysis, it was identified that the hotel was facing enormous issues
related with employees and employers. The new general manager named Peter Farnsworth was
appointed by the top management of the organisation in order to eliminate the issues effectively
and efficiently. From the analysis it was identified that employees are not cooperating with each
other which creates conflicts and disputes in the Hotel (Mok, Sparks and Kadampully, 2013). It
not only affects the productivity and profitability but also reducing the reputation and goodwill
of the organisation. It was further identified that lack of team work within the organisation leads
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to increase in conflicts and disputes. The reception staff not providing precise information about
the number of guests to be arrived to the housekeeping staff and kitchen staff which leads to
increase in confusion among the employees. This impacts on the guests and customers as they
waited for longer duration. Moreover, due to lack of skills while operating the information
technology services such as Micros Fidelio reservation and Property Management System
(PMS), reception staff not able to provide appropriate information to other departments
effectively. Thus, it implies that the employees were not able to conduct their work efficiently
due to frequent disputes and lack of team work. According to Riley, (2014) human resource
management theories such as Theory X and Theory Y can be utilise in the scenario in order to
eliminate the disputes and conflicts within the organisation. The theory proposed that there are
two kinds of employees in the organisation. One who takes responsibility and actively
participates in every events and meetings voluntary. Others are those who escape from their
responsibility and promotes blame culture in the organisation.
Ali and Amin, (2014) critically argued that behavioural theories can be very useful in
order to understand the behaviour of employees working in the organisation. These theories are
designed to improve the performance of company efficiently. The general manager with the help
of human resource management theories can aid in increase in the performance of the
organisation effectively. Boella and Goss-Turner, (2013) stated that in order to improve the team
building of employees, management must focus on improving the interpersonal relationship
within the whole organisation. Interpersonal relationship is very important and essential in the
hotel. This promote the equality and increases the environment of trust simultaneously. As the
hotel is facing frequent conflicts and disputes because of lack of team work, the team building
theories proposed by Molina-Azorín and et.al., (2015) can aid in improvement and development
of hotel effectively and efficiently.
Further, to improve the customer satisfaction and attraction, management must
implement the concept of customer satisfaction theories so that it will prosper the success of the
hotel efficiently. Training and development is very essential for the employees working in hotel
industry. Training is provided by the management in order to improve the skills and efficiency of
employees and staff so that they can tackle and deal with complex and critical situations
efficiently and effectively. In accordance with this context, Jones, and et.al., 2016 stated that
training and development of employee must be provided frequently by the management of
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organisation in order to improve their skills and competencies. It was identified that due to lack
of training reception staff of the Imperial Hotel was facing difficulties in dealing with
information technology. By providing periodical training to the employees, the issue can be
minimise to the certain extent. The training and development methods will help the management
of the organisation to provide effective and efficient training to the staff in order to improve their
competencies. According to Kandampully, Zhang and Bilgihan, 2015 efficient team working and
bonding in the organisation can leads to accomplishment of its desired goals and targets
effectively. They further stated that there should not be blame culture in the organisation and
everyone must work cooperatively and collectively in order to attain common goal. Each and
every employee and staff must be aware of his responsibility and roles, so that there will be no
confusion and crises occurred in the future (Buhalis and Crotts, 2013). An organisation can only
achieve to apex heights if both management and employees works abreast and collectively so
that they can accomplish desired objective effectively and efficiently. From this context, it can be
stated that team work is very essential and important for hotel industry as team work aid in
improving the performance of business and also promotes and generates environment of trust
and support.
From the analysis and interpretation of research and literature done by various authors, it
was identified that the general manager needs to implement concepts from theories in order to
improve the performance of employees working in the Imperial Hotel. In order to improve their
efficiency and competencies, manager must provide them on the job and off the job training.
From the case it was identified that employees of reception department and housekeeping
department was not able to coordinate with each other due to lack of team work. In order to
improve the performance of employees, effective team work building exercise must be
implemented by the management of the organisation effectively and efficiently. The team
building exercise can increase their coordination and communication which will result in
improvement in interpersonal relationship.
Thus, the outcomes of the report indicates that if general manager of Imperial Hotel,
implement these strategies and concepts from human resource and team building theories, than
he can increase the productivity of the hotel efficiently. This will not only increase the customer
satisfaction but also raise the reputation and goodwill of the organisation effectively. From the
analysis of the case, it was further identified that the reputation of the hotel constantly falling
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down due to employees behaviour. Thus, by implementing employee behaviour theories of
human resource management, the general manager can improve the behaviour of the employees
especially receptionists and housekeeping staff.
The key proposals provided to the management of Imperial Hotel of London by Perter
Farnsworth to resolve the problems effectively and efficiently. The key proposals will help the
management to improve their employees behaviours and attitude while working in team. This
will not only aid in growth and development of the organisation but will also help in increasing
the market reputation of the hotel efficiently (Wang, Tsai and Tsai, 2014). The key proposals in
order to improve the efficiency of the organisation are provided below: Training into information and technology system: From the case, it was identified that
the staff was facing issue while handling the Micros Fidelio reservation and Property
Management System (PMS) that aid in providing real time data and information to
various department of organisation. It was further, identified that the staff was facing
issues with the updated technology as no training was provided to them regarding new
technology (Xie, Zhang and Zhang, 2014). Thus, by providing them effective training
either on the job or off the job, employees can increase their knowledge, competencies
and skills while handling the related technology efficiently and effectively. From this, it
implies that training is very essential as it not only increases the skills and competencies
of employees, but also provide a framework on which employees can utilise the
information technology to its fullest. Cross Team Building exercise: Cross team building exercise helps employees to work in
team effectively and efficiently. The team exercise will help in creating bond and
interpersonal relationship while working in the organisation. This will not only help in
growth and development of employees but also helps in development of interpersonal
relationship in the hotel (Nieves, Quintana and Osorio, 2014). After analysing the case it
was found that there was constant disputes arose among team members and other
employees working at reception and stores. This implies that management has not
implemented team building activities in the organisation. By implementing team building
strategies and practices in the hotel so that interpersonal relationship between teams can
be formulated effectively and efficiently. This will reduce the amount of conflicts and
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disputes organisation faced and will also promote growth and development of hotel
efficiently.
 Review of team bonus scheme: From the analysis of problems, it was identified that team
bonus scheme has not been reviewed since its inception. Thus, it is recommended to the
hotel management to review the team bonus scheme in order to increase their motivation
and satisfaction level (Belsan., 2017). Thus, by increasing their bonus and providing them
with interactive incentives schemes will help in increasing their morales and motivation.
Monetary compensation plays an important role in influencing employee satisfaction.
Lower compensation reduces the morales of employees and reduces their efficiency.
They will always remain dissatisfied and demotivated (Nieves and Segarra-Ciprés, 2015).
Thus, by reviewing the team bonus sachems, the management of the hotel will aid in
effective growth and development of the organisation.
CONCLUSION
Management of manpower is very essential in order to increase the productivity in the
organisation effectively and efficiently. In accordance with this context, the report contains the
issue and problems faced by the Imperial Hotel located at London. The report critically
understand the problems and provides solution to tackle and eliminate the problem effectively
and efficiently. Further, this report consist of various academic articles and theories that aid in
understanding the concept of team work. The human resource management theories aid in
understanding the behaviour of employees in different situations and conditions. Further, with
the help of various literature articles of several authors, helps in understanding the concept of
employee behaviour and team work.
Further, it was also identified that interpersonal relationship is very essential in the hotel,
in order to generate the environment of trust and faith. In this report multiple ideas has been
produced which aid in increasing the interpersonal relationship and interaction between
employees that helps in minimising the consequences of conflicts and disputes. Moreover,
various methods of training and development has been recommended in the assignment in order
to increase the efficiency and competencies of employees working in the hotel. The employees in
the Imperial Hotel was facing difficulties and issues while handling with new technology. Thus,
creating chaos and misconception in the organisation. This leads to increase in conflicts and
disputes and eventually reducing the reputation of the organisation. In order to resolve this, the
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general manager was provided with various methods of training that will aid in increasing the
competencies and skills in employees.
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REFERENCES
Books and Journals
Ali, F. and Amin, M., 2014. The influence of physical environment on emotions, customer
satisfaction and behavioural intentions in Chinese resort hotel industry. Journal for Global
Business Advancement. 7(3). pp.249-266.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Buhalis, D. and Crotts, J., 2013. Global alliances in tourism and hospitality management.
Routledge.
Jones, P., and et.al., 2016. Sustainability in the hospitality industry: some personal reflections on
corporate challenges and research agendas. International Journal of Contemporary
Hospitality Management. 28(1). pp.36-67.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management. 27(3). pp.379-414.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Molina-Azorín, J.F., and et.al., 2015. The effects of quality and environmental management on
competitive advantage: A mixed methods study in the hotel industry. Tourism
Management. 50. pp.41-54.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management. 46. pp.51-58.
Nieves, J., Quintana, A. and Osorio, J., 2014. Knowledge-based resources and innovation in the
hotel industry. International Journal of Hospitality Management. 38. pp.65-73.
Riley, M., 2014. Human resource management in the hospitality and tourism industry.
Routledge.
Wang, C.J., Tsai, H.T. and Tsai, M.T., 2014. Linking transformational leadership and employee
creativity in the hospitality industry: The influences of creative role identity, creative self-
efficacy, and job complexity. Tourism Management. 40. pp.79-89.
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Xie, K.L., Zhang, Z. and Zhang, Z., 2014. The business value of online consumer reviews and
management response to hotel performance. International Journal of Hospitality
Management. 43. pp.1-12.
Online
Belsan., 2017. The Theories of Team Building. [Online]. Available
through:<http://teamworkdefinition.com/theories/>[Accessed on 28th October 2017].
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Bibliography
http://teamworkdefinition.com/theories/
http://hrmpractice.com/theories-of-motivation/
https://www.teambuilding.co.uk/team-building-theory.html
http://smallbusiness.chron.com/behavioral-organizational-theories-4963.html
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