Analysis of Poor Guest Satisfaction at Imperial Hotel, London

This report examines the management challenges faced by the Imperial Hotel in London, particularly focusing on the issue of poor guest satisfaction. The analysis highlights problems such as long wait times during check-in, unclean rooms, rude staff, and inadequate service quality. The report details the negative impact these issues have on customer feedback and the hotel's overall performance. It explores potential solutions proposed by a new general manager, including analyzing problems from a customer perspective, improving staff training and behavior, and establishing a feedback department to address complaints. The report emphasizes the importance of staff training, cleanliness, and responsiveness in maintaining the hotel's brand image and ensuring customer satisfaction, ultimately aiming to improve the hotel's performance and regain its reputation in the hospitality industry.

INTRODUCTION TO
MANAGEMENT

Table of Contents
INTRODUCTION TO MANAGEMENT................................................................................1
INTRODUCTION...........................................................................................................................1
Problem 1 : Poor guest satisfaction..................................................................................................1
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................4

INTRODUCTION
Management has an important role to manage a hotel in proper way so that they can
satisfy the guests, management has some certain roles and responsibilities that they have to carry
out to attain the objectives and goal of an organization(Anderson, Sweeney and Williams, 2018).
This report is based on The Imperial Hotel, London which is almost hundred years old and
maintaining and owned part of well – known international chains of hotels in the 4 Star market,
Star Hotel operated in 25 hotels in the UK. The Imperial Hotel, is located in the heart of
London's West End, it deals in international business and tourists guests who have expects the
service standards. But in this report there are some problems which are facing by the hotels, so a
new general manager Peter Farnsworth is trying to fix that problems, and looking for a solution,
here poor guest satisfaction is the major problem.
Problem 1 : Poor guest satisfaction
The Imperial Hotel London is renowned for in high street brands but due to some reason
it is being in a problem, the hotel is not offering contentment so its clients are not breaching its
bond, that they had before. The customer faces the trouble at the time of check in to the hotel,
they have to wait in a long queue, the reason is not clear why the guests should have to stand for
a long time. After the checking in clients see the bad room condition like curtains, and bed
covers was not clean, and for that guests complains every day,to the reception(Taylor, Bector
and Bhatt, 2015). The staff was providing poor quality, and when any went to the complain for
the services then reception was not taking any action, they are not even giving any specific
reason to not responding to the query, and because of customers was getting annoyed with the
services. The customer was unsatisfied and because of that the feedback from them dropped
down the sales of hotel, their feedback for the hotel services was drastically change the image of
the hotel. Whenever the guests are complaining about the staff to the reception attendant was not
only responding their queries but also being rude with them, the employees of the hotel was not
seems to be well trained and educated, they have lack of training and direction and that's why
they don't even know how to behave with the guest and how to present themselves in front of
others. Even the client's order was not completed, such room delivery service, laundry services,
etc. The interior of the room was not to up to the mark, the furniture was not clean and broken,
the renovation of the hotel was pending from years, that's why that was not appealing to clients.
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In terms of accommodation the bathrooms was not clean and showers was not working properly,
and there was no response for repair work, noisy air conditioning, technologies was interrupted,
and when the guests requests to change the rooms there request was not even listen. There was a
big mess for the amenities, and this was making unsatisfied to the customers, because this not
expected from the brand of the hotels, the management should pay the attention towards the
inconvenience of the the hotel. One of the major factor to attract a guest, initially designing of
the hotel plays a significant role, because the interior and exterior of the place creates an
ambience that can give a tranquil pleasure to the clients, so that they can relax and enjoy their
holidays, along with this a corporate organization is always looking for a place where the
business meetings and other events can be incorporated in the hotel. The front of the house area
has a importance to display the hotels service, they are leaders who monitors every
arrangements, regarding the house keeping, assisting them to renders the services, and room
reservations and handle the cash and so on. These three things are the foremost pillars of the
hotel industry, and to maintain these aspects a hotel needs a stiff management to accomplish its
targets, because if a management will be in good direction, that will surely give goods results. In
the absence of these factors the hotel graded the lowest in the whole Star chain in terms of over
all customer contentment, the hotel performance is not even at average level according to the
guest cards which are provided in the rooms of hotel guests and the guest satisfaction survey,
because of the negative behaviour of the staff and that reflects to the reducing the goodwill of the
organization(Combe, 2014).
To be fair and compete with the market Peter Farnsworth suggested some solutions of
problems that is being faced by the customer and hotel owners, because it is drawing the
business on lowest level. The first suggestion was, analyse the problem for customer perspective,
that means that a guests always want to be welcome by a well behaved persons, that can assist
them to to give the information of hotel amenities and incentivise, so that they can select the best
one for them(Walker and Walker, 2016). They never want to wait in queues, they would feel
that, rather to wait for such a long time it will be better to move another place where they can
find the enough relax without any waiting and easy charges that are calculated accurately by the
hotel staff. Because a customer would like to pay the charges only for the the things which they
have consumed and the facilities they came across, but the 4 Star Hotel is not capable to maintain
the decorum of the premises and making the blunder mistakes in preparing the final bill, and
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because of that, the clients was also waiting at the time of checking out, and they have to wait
again, which was was making them irritating and anxious. So at the customer perspective the
things was not going well, and to make them appropriate there should be a reservation staff, that
aids to update the information for the rooms availability and occupancy, so that reservation
becomes easy and therefore, there is no need to wait for the checking of the rooms, as someone
checkout fro m the hotels immediately the room can be allotted to some other guests. This will
avoid the waiting queues(Hughes, 2012).
The second and major thing which matters to a client is the nature and behave of the staff,
for this purpose the staff needs to be train and learning skill that should be improved, because the
trained staff is helpful to increase the business. There are several departments in a hotel, but
house keeping staff also has a value in 4 Star Hotels, because they supports to the core services
like cleanliness, security, kitchen department. They cleans the hotel rooms that appeals to the
customers, because of that clients the opulence affects them otherwise there no meaning to offer
them a eminent services, because if they are not serving in a an appropriate manner then they are
worthless, and the hygiene appeals to clients to come and stay there forever. In this hotel, the
staff was not responding to the complains, that was so weird, training is important for them,
cause after that they are able to know that how can they help to the guests, so that they will not
bother in any circumstances. Hotel staff training would help to raise the profit ratio and problem
solving. This training will give them a knowledge to how to work in hospitality industry, that
includes from cleanliness and monitoring the staff everything. They should response at a time of
call, what they get from guests, that indulges them to stay long(Alvesson and Willmott, 2012).
If the staff is not trained then their behave will be a reason to loose the sales business.
The training will not only teach them to respond the queries but also to recognize the expectation
of clients. Because as the hotel is a famous brand for everyone, then it becomes very obvious that
customer have a big expectations from this to maintain the brand size. There are some
requirements which attracts the customers. It is so often, when customers made their mind about
the ambience of the hotel but when they enters they found everything opposite and after facing
this impression they never want to come back. The staff should aware about the anticipation of
the customers such as, a client desires for clean rooms, hygienes and responding staff, the first
thing which captures a guests mind is seeing a clean room, well arranged adorns that amplifies
the beauty of rooms. There should be no issue regarding the bathrooms cleaning, shower repair,
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etc., if there is any kind of these problems then it should be rectify before the room give to other
party. After all, these are the small things which should not impact on image of the hotel. The
hotel is needed to maintain twenty four hour facilities to offer high quality of services.
Analysing the feedback of the customers that how they can be deal, so that guests will not
face the same problem again. The most of feedbacks are pessimistic that discourages the staff
motto. There should be a feedback department that evaluate the problems of the feedbacks and
maintains the communication with other departments to provides the information about the
complains that are used to solve and enhances the appearance of the standard. The problems
needed to be handle on time, so that they cannot rise and not able to increase the level of
difficulty(Hislop, 2013).
The Imperial Hotel is a big brand if it is making rubbish and not planning for any
strategies to over come the troubles it is facing then it can go to the lowest level and the value it
has in the market from hundred years, that all will going to demolish. To save the image and
make it again a icon in hotel industry it must look after all its functions and management that aid
to provide the customer satisfaction which is a foundation of hospitality and any business. There
are such a different ways that can over come the negative feedbacks but staff training is must for
this, cause its rude behaviour and negligence is a major problem for it(Anderson, Sweeney and
Williams, 2018).
CONCLUSION
The above report is based on problem of poor customer satisfaction within the chain of
Imperial Hotel, London named as 4 Star Hotel, that is a legacy of generations, which offered a
prominent services, to the clients and business and sectors. As given case study the hotel is
suffering from some problem and in this problem, supplying an appropriate services to indulge
customer is a major task. The clients are not happy with the quality of the services because of the
staff ignorance, the employees are not cooperative at all, and hence the customer's the not going
to stay there and not even the corporate parties are going to happen because of the rigidity of the
hotel staff. The accommodation are not appealing although it has a huge area but that is not
under the keen of eyes, which is most needed to monitor the staff. So, Peter Farnsworth who is a
new GM in the hotel suggested some key points, that can improve the visibility of the hotel and
render good quality of the services, he come with some solutions that are essential to over come
such issues which was facing by clients due to poor morale of employees.
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REFERENCES
Books and Journals
Anderson, D.R., Sweeney, D.J., Williams, T.A., and et. al., 2018. An Introduction to
Management Science: Quantitative Approach. Cengage learning.
Taylor, B.W., Bector, C.R., Bhatt, S.K., 2015. Introduction to management science. Prentice
Hall.
Combe, C., 2014. Introduction to management. Oxford University Press.
Walker, J.R. and Walker, J.T., 2016. Introduction to hospitality management. Prentice Hall.
Hughes, O.E., 2012. Public management and administration: An introduction. Palgrave
Macmillan.
Alvesson, M. and Willmott, H., 2012. Making sense of management: A critical introduction.
Sage.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.
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