Introduction to Management: Analyzing Imperial Hotel's Problems Report

This report examines the management and operational challenges faced by the Imperial Hotel in London. The hotel struggles with poor guest satisfaction due to issues like check-in/check-out problems, rude staff, inaccurate billing, and room quality concerns. The report details a three-point plan focused on improving service quality, staff morale, and operational efficiency. This plan involves strategies for employee motivation, conflict resolution, and enhanced productivity. The report also applies customer satisfaction theory, total quality management, and performance theory to analyze these issues and proposes solutions. The conclusion summarizes the key findings and emphasizes the need for strategic improvements to enhance the hotel's performance and guest satisfaction. The report uses the context of a case study to analyze the problems and provide suitable recommendations for the hotel to overcome the issues and improve its services.

Management

Table of Contents
INTRODUCTION...........................................................................................................................3
Discuss the problems which causes from the management and operational including with the
problems.................................................................................................................................3
Put the 3 point plan for resolving the problems and terms of Improving the quality of service,
Staff morale and operational efficiency.................................................................................4
Support with the management and operational theories and principles.................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Imperial hotel London is the branch of the imperial hotels. The imperial hotel were
founded in the 1887 and the imperial group of hotels is providing the hospitality services to
customers. It is the 4 star hotel and it is located in the London west. The hotel is providing the
services like the bars, restaurants and conference rooms as well. The hotel is facing the problems
related to the poor guest satisfaction. These problems are affecting the hotel image and the
goodwill of the hotel. Report consist of the causes which is affecting management and
operational. A three point plan is prepared for solving the problems and improving the quality of
the services are also discussed in the report (Geisler and Wickramasinghe, 2015). The
operational theories and principles are also discussed in the report. The report is concentrating on
the problems which are faced by the imperial hotel London and the hotel is taking the effective
measures for solving the problems.
Discuss the problems which causes from the management and operational including with the
problems
Imperial hotel is considered as the lowest star in the customers' satisfaction. The
customers are not satisfied because of the following problems.
The guest are facing the problems related to the issues which includes the check in and
check out. Guest would face the problems because the hospitality services are not good. The
front office staff is not satisfying the guest. Conflicts among the staff members is affecting their
performance. Wrong and the in accurate information is provided to the other members, so they
are not able to answer the guest which are visiting the hotel. Conference and banquet staff is not
provided with the accurate number of the data which are not visiting the events. The
management and the department are aware about the departmental issues (Nwokorie and Ezeibe
2016).
Front Office staff is being rude to the guest which are visiting the hotel. Some customers
are facing the problems for waiting in the queues at the reception for registering themselves. The
guest are growing and the staff is not cooperating with the problems which have been raised.
Front office staff is not communicating in the effective way (Myers 2019). Due to which the
hotel would face the problems relating to these issues. Some customers are facing the problems
related to the incorrect amount in the final bill. The bill is not providing the accurate amount
which would not provide the detail regarding the customers and the details are exchanged due to

the miscommunication. The conflict among the employees which are working in the hotel is
rising the chances of the miscommunication. Front office employees are not concentrating on the
employees which are working in the hotel.
The guest of hotel are not satisfied because of the quality of the hotel rooms which are
not satisfying the customers. Cleanliness is not maintained in the bathrooms and the shower of
the bathrooms are not working properly. The air condition are making noise and technology is
not working in the rooms provided. The staff of the hotel is being rude to the guest which are
not visiting the hotel. Staff is not provided with the time to time motivated which would
encourage them to solve the problems. Due to these the customers are not satisfied with the
facilities provided by the hotel. The tracker system in the hotel is not working properly and the
customers are facing problems due to these. Attendants are not cleaning the rooms while room
service which is disturbing the guest which are visiting the hotel (Lozano Carpenter and
Huisingh 2015).
The department of the hotel is knows about these issues and the department is not able to
solve these problems. These problems are affecting the services which are provided by hotel.
Management and operations are disturbed and the hotel is not able to function properly. The
guest are not satisfied and so the guest are not visiting the hotel. The budget of the hotel is
imbalanced and the hotel is not able to satisfy to the customers. Staff of hotel are provided with
the salaries but these are not able to solve the problems (Luo and Qu2016).
Put the 3 point plan for resolving the problems and terms of Improving the quality of service,
Staff morale and operational efficiency
Improving the quality of service
Reflect – it includes causes why the problems have been raised in the hotel. The service
quality is not improving the because of the miscommunication. Conflict between the employees
is affecting the performance.
Connect – hotel is trying to solve these problems these are affecting the performance of
the hotel. The department is trying to implement the changes and the taking effective measures
for improving these conditions.
Apply – in these the hotel is trying to apply the strategies for improving the service of the
employees. These would include motivating the employees and by giving them incentives and

bonus as well. These would also include the rewards and the promotion for employees which are
working effectively (Zhang and Cole 2016).
Staff morale
Reflect – employees which are working in the hotel would improve the services but these
problems are increasing rapidly. The conflict among the employees is raising the
miscommunication among the employees.
Connect – the department and the management is trying to connect with these problems
but the management is not working in the effective condition.
Apply – the problems are solved by the motivating the employees. The employees are
working in the hotel so the employees would be provided the appreciation on the better work.
These would improve the conditions of the staff morale and the service would be changed as
well.
Operational efficiency
Reflect – the performance of the employees is not improving and these are affecting the
operational efficiency. The problem is rising because the employees are not working properly.
Connect - the department members are trying to Solve these problems but every problem
in the hotel is directly or indirectly linked to the service of the employees.
Apply – the hotel is implementing the strategies for improving the operational efficiency.
The hotel would be able to change the present situation and try to come up form the losses
suffered due to these problems.
Productivity.
Reflect – productivity of the hotel would only be changed or improved at the condition of
the change in the employee performance. The performance of the employees is affecting the
productivity of the hotel (Boer, and et.al., 2015).
Connect – hotel is taking the effective measure for connecting with these problems. Once
the problems is analysed and solved the productivity would be increased.
Apply – hotel is implementing the strategies for Improving the performance of the
employees. So the employees would improve the performance and it would improve the
productivity.
Support with the management and operational theories and principles
Customer satisfaction theory

These theories is focusing on the customer satisfaction and these would include the
measures and the strategies that would the customers be satisfied. In the theory hotel must look
after the customer satisfaction. So for these the hotel need to concentrate on the cause of the
problems. Problems of the hotel could be overcomed by improving the service of the employees.
Employees are not working properly and the expectation of the customers are not fulfilled. The
tracks are provided by the customers for satisfying them. Do the hotel must look after their need
and the facilities which are promised it them by the hotel. These needs and facilities must be
fulfilled by the hotel. The experiences of the customers is also having the impact on their
satisfaction because the customers have the mind set of the being affected by these problems
(Torres Milman and Park 2018).
Total quality management
Total quality management is focusing on the detecting the errors and eliminating the
errors. It includes the customer experiences and ensuring the employees are working with the
quality performance. It is focusing on the production process and the and the quality of the
services provided. At first the error are identified and the hotel would be responsible for handling
the problems and for handling the customer problems as well. In these process the errors are
identified and these errors are discussed in the hotel. Secondly effective measures are taken for
solving errors and problems. The strategies and the effective measures would be identified and
solved. These would increase the output and the productivity is changed because of these
problems. Through these the quality of the service would be changed and improved.
Theory of performance
Theory of the performance is the operational theory and it is focusing on the improving
the performance of hotel and employees. In this theory the level of performance is identified and
the performance would be analysed for improving the productivity. The performance of the
employees would be improved in the hotel by management. Training would be provided to the
employees which are working in the hotel. So the employees would treat the guest in the
effective way. Proper guidance to the employees so these would improve performance of
employees in hotel. In order to improve performance hotel is looking after the problems which
are faced by the hotel employees. Hotel is providing the facilities for the employees and it is
trying to solve the issues and conflict between the employees. The incentives and the promotion
are provided to the employees for improving the performance (Aven 2016).

The work of the employees would be improved by the clear communication between the
employees which are working in the hotel. The employee relations must be maintained and the
development of the employees is important for the hotel. The training programs must be
arranged for the employees which are new and which are not able to perform their duties.
Employees of the company would be motivated and the employees need to work in the effective
manner. These would also improve the performance of the employees which are working in the
hotel. Employees morale is affecting the performance of the employees which are working in
hotel. Morale of employees mat be boosted up and the employees would work in the effective
manner (Ashton 2018).
The management principles which are beneficial for the hotel to improve the
performance. These principles are working effectively and the hotel is looking after the
principles which would improve the performance. Hotel is adopting the strategies and the
management among the employees must be effective. The coordination among the employees
must be improved and these would be improved by the team work. These would also increase the
team work and improve the communication among the employees which are working in the
company.
CONCLUSION
From the report provided above the imperial hotel is facing the problems of the proper
customers satisfactions . These are because of the poor performance of the employees which are
working in the hotel. Problems and the conflicts among the employees are rising because of the
miscommunication among the employees. The quality of the rooms and the services ins
decreasing in hotel. Employees are rude towards the guest which are visiting the hotel. Hotel is
looking after the strategies for improving the performance of the employees. Employees of
company is provided with the incentives and the promotion which is increasing the motivation of
the employees. The hotel is looking after the measures which would increase the productivity.
Theory of customer satisfactions and the theory of the performance is implemented by the hotel.
So these theories would improve the performance of the employees which are working in hotel.
The three point model is used by the hotel industry which would include the reflections and the
connection and application which are implemented by the hotel on the problems. The report
would provide the knowledge of the imperial hotel and the problem faced by the hotel. Hotel is
providing the services like the restaurant and many more. The issues and the problems faced by

the customers in the hotels are discussed and the solutions for how would these problems would
be solved is included in the report as well.

REFERENCES
Books and journals
Ashton, A.S., 2018. How human resources management best practice influence employee
satisfaction and job retention in the Thai hotel industry. Journal of Human Resources in
Hospitality & Tourism. 17(2). pp.175-199.
Aven, T., 2016. Risk assessment and risk management: Review of recent advances on their
foundation. European Journal of Operational Research. 253(1). pp.1-13.
Boer, and et.al., 2015. Making a meaningful contribution to theory. International Journal of
Operations & Production Management. 35(9). pp.1231-1252.
Geisler, E. and Wickramasinghe, N., 2015. Principles of Knowledge Management: Theory,
Practice, and Cases: Theory, Practice, and Cases. Routledge.
Lozano, R., Carpenter, A. and Huisingh, D., 2015. A review of ‘theories of the firm’and their
contributions to Corporate Sustainability. Journal of Cleaner production. 106. pp.430-
442.
Luo, Z. and Qu, H., 2016. Guest-defined hotel service quality and its impacts on guest loyalty.
Journal of Quality Assurance in Hospitality & Tourism. 17(3). pp.311-332.
Myers, M.D., 2019. Qualitative research in business and management. Sage Publications
Limited.
Nwokorie, E.C. and Ezeibe, N., 2016. Service failure as a causative of customer aggression on
hospitality industry employees. Basic Research Journal of Business Management and
Accounts ISSN. pp.2315-6899.
Torres, E.N., Milman, A. and Park, S., 2018. Delighted or outraged? Uncovering key drivers of
exceedingly positive and negative theme park guest experiences. Journal of Hospitality
and Tourism Insights. 1(1). pp.65-85.
Zhang, Y. and Cole, S.T., 2016. Dimensions of lodging guest satisfaction among guests with
mobility challenges: A mixed-method analysis of web-based texts. Tourism
Management. 53. pp.13-27.