Imperial Hotel London: Improving Team Dynamics and IT Efficiency

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Introduction to the Management
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Contents
Introduction......................................................................................................................................1
Analysis of the Problem of Poor Team Working and Inefficient Use of IT....................................1
The Tuckman Team Model for Improving Poor Team Dynamics..................................................3
Procedures for effective management.............................................................................................5
Suggestions for Solving the Problem of Poor Team Performance and Inefficient use of IT..........6
Plan for solving the problem of the organization............................................................................7
Conclusion.......................................................................................................................................9
References........................................................................................................................................9
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Introduction
A business develops with lots of complications and with these complications it becomes difficult
to manage the functions of the business. According to Brewer et al (2015), it is essential for the
business to have proper management for analysing the performance of the business and for
running the business smoothly. The important feature of management is to unite the skills and
efforts of the employees and make them work towards the achievement of the goals and
objective of the organization.
The problems in the organization within time unless it will lead to unproductive efforts of the
employees of the organization. Effective theories and procedure of management should be
followed for managing the employees with ease and make them able to provide their best
efforts to the organization. This report is going to review the structure of the team, its
performance, rewards, training and development of the employees and poor issues related to
data handling and sharing. (Brewer et al.,2015)
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Analysis of the Problem of Poor Team Working and Inefficient Use of
IT
BACKGROUND OF HOTEL
In the given scenario, the Imperial Hotel of London provides the best experience to their guests
for more than 100 years. It has 500 bedrooms with all the facilities required, 3 bars, 4
restaurants and 12 conference room followed by the 6 heads of department and staff of 450
employees. The Hotel had been facing many problems since the retirement of their old
manager for which the new manager Peter Farnsworth decided to plan a strategy for solving
these problems and the issues related to it.
PROBLEM:
The hotel is facing a problem of poor team performance of front of house staff which includes
reception, conference, banqueting and restaurants & bars and inefficient use of the IT system.
The team dynamics of the reception team is also not good who always blame the other team
for the conflicts and the problem which require urgent change for solving these problems and
increasing the productivity of the hotel. The reception department is providing wrong and
inaccurate information to other departments and complaints from guests are not being
attended. (Kakabadse and, 2018)
CAUSES OF THE PROBLEM:
The main causes for the above problem of poor team performance and inefficient use of
technology can be anything concerning management or operational activities. (Noe, 2017)
From Management’s Perspective
Weak Leadership
Failure to Anticipate Problems
Resisting the Feedback from members of the team
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Less involvement of team members in the decision making
Lack of motivation among employees
Poor communication
From Operational Perspective
Lack of knowledge and skills
Inadequate technology
Wrong placements
Personal Problems of employees
These causes not only affect the poor team performance and inefficient use of technology but
also the result in poor guest satisfaction and negative work culture among the employees. Due
to sharing of wrong information with House Keeping and Maintenance, it will lead to confusion
and conflict among them and result in their poor performance. (Noe, 2017)
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The Tuckman Team Model for Improving Poor Team Dynamics
Team Dynamics refers to the forces which influence the behaviour of the team members which
compel them to do the work. The main problem of the hotel is a poor team working which is
driven by the team dynamics. We can introduce Tuckman Team Model within the organization
for improving the team working.
Tuckman Team Model is an effective theory for team building. According to Tuckman (1965),
there is 5 phase of team development which is forming-storming-norming-performing-
adjourning. These phases are necessary for the development of the team and the relationship
between them. (Perry Jr et al., 2013)
Figure 1 Tuckman Team Model
Source: (Perry Jr et al., 2013)
Forming- The first stage is forming in which the members of the team meet with each other for
the first time. In this stage, everyone is introduced and they all are very polite to make an
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impression in each other's mind. They share information about themselves and try to know
each other. They get to know about the goals and objectives of the company and what the
company wants them to do.
Storming- This stage is the hardest of all as every member of the team needs to build trust and
a good relationship with each other for working together. As well as they have to compete with
each other to get a position. They start to work with each other and start to know about
different styles of working of different people. The leader describes the task of every member
and their authority and how to tackle with the complaints. (Natvig and Stark, 2016)
Norming- At this stage the teams start to work together and effectively. Any disagreement or
confusion between them due to their perspective is solved to create a soft environment in the
group. They made the goal of the group as their individual goal and tries to work effectively.
The team member starts to accept the behaviour of other members even if they like it or not.
Performing- At this level the performance of the team is at the peak as the team works towards
the achievement of common goals. The coordination and cooperation at this stage are quite
good because the team members are clear regarding the responsibilities and are used to the
decision making the process. They try to solve the problem of the team on their own.
Adjourning- the task has been completed and goals have been achieved at this stage. The team
breaks and every member go in a different direction. It is important to recognize and reward
the efforts of each member of the team. (Natvig and Stark, 2016)
With the use of this model by the Imperial hotel they will be able to develop a soft environment
among the team members of the Reception and other departments of housekeeping,
conference &banquet, etc. The manager should focus on building good team dynamics with
these stages, it will reduce confusions and conflicts among them and they will be able to trust
each other. By following these stages the staff of the hotel will get to know each other and their
perspective towards the work. a trust relationship will be started to form among them which
will help the hotel in tackling with the problem of inadequate information being given to other
departments. Their teamwork will start to grow efficiently and effectively. And at last, they
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should be recognized and rewarded. In the given case, the hotel has a good reward plan but it
should be improved with the needs of the employees.
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Procedures for effective management
According to Hammer (2015), for the effective management of each department and reducing
the conflict among them, the manager should use the procedure of management which
includes Planning, Organizing, Staffing, Directing and Controlling.
The plan should be made for the achievement of the goal of The Imperial Hotel of guest
satisfaction and proper management. The plan should include clear objectives and goals of the
hotel and how to pursue these goals (Hammer, 2015). Then a structure should be made for
giving authority and responsibility to each department and setting goals for every team keeping
in mind the common goal.
Each department should consist of employees who are qualified and needed by the department
and overstaffing should be avoided. An employee with the right qualification, knowledge and
experience will be able to understand their and other's role in the hotel.
The manager should lead from the front and follow the democratic leadership style in which
the employees will feel motivated and work more effectively than before. At last the proper
evaluation of each member’s effort and result should be done to know everyone’s hand in the
management and they should be rewarded for their efforts in the achievement of the goals.
(Chang, 2016)
By following proper procedure, the management of the hotel will be able to solve the conflict
among each department and direct them in effectively achieving the goals of the organization.
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Suggestions for Solving the Problem of Poor Team Performance and
Inefficient use of IT
The problem of the organization has been analysed and various suggestion is made by Peter
Farnsworth.
The problem should be analysed from the perception of the reception department. This will
help in knowing the organization the cause of the problem and where they need to focus.
The work of each department should be made clear in their mind. This can be done by
establishing the organizational structure of the employees. (Cappeli and Tavis, 2016)
Training should be given to use the IT available in the organization. This will help in the
reduction of the problem of inadequate information sharing as every employee will be able to
take the information by themselves by using the MIS installed in the reception department.
The IT used in the organization should be such which is easy to use and shared with every
department. This will help the members of each department in accessing the information of
guests required by them.
The reception department should be made in charge of their mistakes and proper measures
should be taken to avoid them.
The employees’ interaction should be increased. This will help in building trust among them
and then they will be able to work together.
The complaints from guests should be solved immediately. By doing this, the relationship with
the customer will be improved and in turn, increasing the quality of work.
Measure for motivating the staff should be taken. There is a scheme of incentive already
installed in the hotel for the motivation of employees. But this is not enough for their
motivation. These incentives should be increased and made harder. And sometimes, negative
measures should also be used by the management to motivate them like pointing out their
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mistakes and make them correct or decreasing their pay for their lower efforts but it should
always be in private otherwise it will demotivate the employees. (Woodcock, 2017)
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Plan for solving the problem of the organization
Student Name/No:
Group/Seminar Tutor:
Date of submission:
Problem No: 4
Poor Team Working and inefficient use of IT systems
What do you consider the core reasons for this specific problem at the hotel?
In my opinion, the main reason for this problem is lack of motivation and poor team
management. The departments are not motivated enough for giving efforts to their work. The
team dynamics are also not good which happen due to lack of communication and interaction
among them. The leadership is also not good to direct them to do the right work in the right
way to achieve the common goal of the hotel. (Woodcock, 2017)
Briefly identify how your specific problem may be linked to any other of the 4
remaining problems identified in the hotel case
Poor performances of one staff affect the other staff's performance. It is also linked to the
problem of poor guest satisfaction because due to the negligence of reception the guests are
not satisfied with the services of the organization. The problem specified also spread negative
work culture in the organization. Hence, it is connected with almost every problem of the
organization.
How useful do you consider the suggested actions are proposed by Peter Farnsworth
to resolve your specific problem?
The suggestions proposed by Peter Farnsworth will help solve the problems as they will be
motivated and has a clear vision of what they are supposed to do in the organization. The staff
will be skilled enough to access required information which will reduce the inadequate sharing
of the information. (Hammer, 2015).
Consider an alternative way that this specific problem could be resolved which has not
as yet been considered.
The alternative ways that have not been considered may include a feedback system for the
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