New Bucks University Consultancy Project: Hyatt Hotel Management

This consultancy project proposal, submitted to New Bucks New University in collaboration with Mont Rose College of Management and Sciences, investigates the managerial issues and challenges faced by Hyatt Hotel. The project, conducted using a quantitative research method including structured questionnaires, aims to identify the causes and effects of various managerial issues within the hotel, such as those related to technology, staff retention, and changing customer expectations. It reviews relevant management theories, including classical and contemporary approaches, to propose practical solutions and a strategic action plan. The report includes an executive summary, table of contents, and detailed sections covering the introduction, organization background, scope, rationale, and a review of management concepts, challenges, and issues within the hospitality industry. The study analyzes data, presents findings, and offers recommendations to improve management practices and overall performance at Hyatt Hotel.

Investigation of managerial issues and challenges at Hyatt
Hotel.
By
Name: …………
ID: …………
A consultancy project proposal submitted to
New Bucks New University
in collaboration with
Mont Rose College of Management and Sciences
for partial fulfilment of the requirement for the degree of
Bachelor of Arts (BA Hons)
in International Hospitality Management
In the Department of Hospitality
2021
Cover Letter
FAO: The Managing Director
Hyatt Hotel
Axaxaxaxa Road
London
ZA10 2DA
Dear Sir,
RE: MANAGEMENT CONSULTANCY

With regards to our letter dated 16th December 2019 on the above subject matter and series of meetings,
I have detailed the scope and objective of the consultancy project as agreed.
SCOPE
Considering the timeline and feasibilities of the research, the project will review current management
practices and structure of Hyatt Hotel, conduct research to identify the issues and challenges facing the
management practices and structure, and recommend practical solutions with action plan.
The project will take the form of a quantitative research method which involves data collection through
structured questionnaire.
To ensure a smooth and success of this project, I will appreciate the cooperation of employees and
management in the process of data gathering which has been tested to take between 10 to 15 minutes of
their time.
Once again, I would like to appreciate your board decision to engage my services on this project.
Regards
Xnnnn Yacio
Executive summary
Xxxxxx

Table of Contents
COVER LETTER.................................................................................................................................................................. 1
EXECUTIVE SUMMARY...................................................................................................................................................... 2
LIST OF TABLES................................................................................................................................................................. 4
LIST OF FIGURES............................................................................................................................................................... 4
INTRODUCTION ............................................................................................................................................................... 4
CASE STUDY ORGANISATION BACKGROUND.....................................................................................................................................4
SCOPE OF CONSULTANCY ENGAGEMENT .........................................................................................................................................4
RATIONALE FOR CONSULTANCY ENGAGEMENT .................................................................................................................................5
REVIEW OF RELEVANT CONCEPTS..................................................................................................................................... 5
MANAGEMENT THEORIES............................................................................................................................................................5
Classical management theories...........................................................................................................................................5
Contemporary management theories.................................................................................................................................5
MANAGERIAL CHALLENGES AND ISSUES IN THE HOSPITALITY INDUSTRY..................................................................................................5
Causes of managerial challenges and issues.......................................................................................................................5
Effect of managerial challenges and issues.........................................................................................................................5
CONSULTANCY ENGAGEMENT APPROACH........................................................................................................................ 5
APPROACH AND DESIGN..............................................................................................................................................................5
DATA COLLECTION AND ANALYSIS .................................................................................................................................................5
ETHICAL CONSIDERATIONS............................................................................................................................................................5
DATA PRESENTATION, ANALYSIS, FINDINGS AND DISCUSSIONS........................................................................................6
QUANTITATIVE OR QUALITATIVE DATA PRESENTATION......................................................................................................................6
DISCUSSION OF FINDINGS ............................................................................................................................................................6
CONCLUSION.................................................................................................................................................................... 6
RECOMMENDATIONS....................................................................................................................................................... 6
STRATEGIC ACTION PLAN.............................................................................................................................................................6
IMPACT OF THE OUTCOME...........................................................................................................................................................6
REFERENCES .................................................................................................................................................................... 6
APPENDICES..................................................................................................................................................................... 6

Introduction
Hospitality industry is one of the fastest growing industry in the world. The companies who adopt
current trends and advance technology will survive better in this industry. The hotels and restaurants
focus to hire skilled and talented employees for their operations and this can also create issues and
challenges to manage such a huge workforce effectively. However, it is tough to analyse the main cause
of the managerial issues within a company. It is essential for hotels and restaurants within this industry
to scan their internal and external business environment and analyse the opportunity for growth. They
must implement their strategies as per the vision and mission of their organisation.
Case study Organisation Background
Hyatt Hotel is one of the most popular hotel in hospitality industry. It has it's branches all over the
globe. This hotel was founded in the year 1957 by Hyatt Robert von Dehn and Jack Dyer Crouch. They
are headquartered in Chicago, Illinois, US. They are having 1,200 hotels all across the world. Their main
services are resort management, brand management, tour operator, destination management and few
others. There are huge number of employees working for this hotel. They even face issues in managerial
activities. Inefficiency in communication, confronting performance problem and many others are the
issues seen during mismanagement within the organisation. The employees feel lack of motivation
while working for Hyatt hotels and resorts.
Scope of consultancy engagement
The aim of the research report is to examine the management issues in the hospitality industry. It is also
analysed by this report that how the managerial issues will impact the overall performance of the hotel.
The issues which are discussed in this report are-
 To identify the main causes and effects of various managerial issues faced by Hyatt hotel.
 The following report also cover various kinds of management theories and their implementation
to reduce the challenges faced by the managers of Hyatt hotel.

 To analyse the recommendations for Hyatt hotel to mitigate their challenges through their
proposed action plan.
Rationale for consultancy engagement
Review of relevant concepts
Management Theories
It is essential for organisations to manage their activities and operations effectively to mitigate their
challenges. There are few of the theories of management which are mentioned below-
Classical management theories
This theory was introduced during industrial revolution to improve productivity of the factories. This
theory is less common in today's world because it avoid job satisfaction concept. As per this theory,
the workers are having only physical and economical needs. Here, the employer treat their employees
as the machine and they ignore the well-being of their employees. They even force them to work for
additional hours for no extra payments. It only promote hierarchy, specialized roles and single
leadership at workplace. The priority is given to increase the profitability of the organisation. There
are few principles of classical management theory which are mentioned below-
 Employees are given the job roles as per their skills and specialization.
 Main focus is upon organisational profit rather than employees profit.
 Organisational decisions are made by single individual or a group of individual who have the
authority.
 Productivity and profitability are the primary goal in classical management theory.
Branches of classical theory of management-

Scientific Management- The father of scientific management is Fredrick W. Taylor. This branch of
theory basically focuses on empirical research and scientific method to analyse the most effective
method of completing a task on time. The main aim of scientific management is t extract best out of
every employee. This can be only done when they assign jobs to their employees as per their interest
and specialisation.
Administrative management- Henry Fayol made this theory. The main focus of this theory is to
enhance organisational productivity by focusing on specific methods that managers can use to
synchronize internal processes. The main believe if Fayol is that managers must have the ability and
the manager’s process should be effective to influence their workers to work efficiently. Hence, this
theory focuses to improve managerial performance rather than employee’s performance within the
organisation.
Bureaucratic Management- Max Weber was known as the father of bureaucratic management. As per
this branch of classical theory, the organisation should have hierarchical structure of management which
further help the employees to identify their roles and positions within the organisation.
Contemporary management theories
Modern businesses are managed through contemporary management which consist of overseeing the
activities like planning, decision making and monitoring. Here, managers use technology, delegation of
power and many other factors within their organisation. There are few theories of contemporary
management which are mentioned below-
System management- As per this theory, organisation is compared with human body which has
different segments but they all work together. There are few components on which the organisation
success is depends like collaboration, relationship between different departments and relationship
between employees and management team.

Contingency Theory- As per this theory, it is believed that there is no one managerial way to manage
all issues faced by a company. The manager should enough capable to handle each situation as per his
understanding and efficiency by adopting different management styles. The three main factors of this
theory are size, innovation being utilized and initiative style. In context of Hyatt hotel, their managers
are hired and trained in such a way that they can be capable enough to manage all situations effectively
by adopting different ways.
Human relations theory- As per this theory, the success of an organisation is hidden within the
organisation. The effective relationship between employees and management team will help the
company to grow well. In context of Hyatt hotel, they are having effective relationship between their
employees and management team because their management team take suggestions from their
employees while taking any decision. There is open communication between management team and
executives to achieve their common goal.
Managerial challenges and issues in the hospitality industry
Challenges:
 Technology – now a days technology is an important part in everybody’s life but after the impact
of pandemic technology been a biggest challenge for the organisations which are in hospitality
sector. Customers prefer the hotel which are using new technologies for check in checkout online
booking. So, for some hotels this is a big challenge. Hyatt hotel sometime faces challenges in
technology as customers staying in their hotel prefer hand free work within the organisation.
 Hiring and retaining the staff – hiring and retaining staff has also been a big challenge for the
organisations of the hospitality industry as the hotel also requires quality staffs in their
organisation. Uneducated or employees with lack of skill has also been a big challenge. Hyatt hotel
faces difficulties in hiring the quality staff as there are very few employees who are good in many
fields like maintenance, housekeeping, kitchen, administration, or front desk.
 Change in marketing trends – daily changing marketing trends and advertising is also a big
challenge for the hotel business. Now a day traditional marketing method are not enough effective
now. Therefore, the hotels face problems in adopting new marketing trends and strategies. Hyatt
hotel also follows the tradition method of marketing, and they face difficulties in accepting the new
marketing trends and it take long time period for hoteliers to establish online marketing method.
Issues:

 The constantly changing expectations of customers – The customer in hospitality industry is
treated as king and their overall purpose is to keep the customer happy. But now the margin of
making customer is decreasing for hoteliers as the expectations of customers are continuously
changing and now a days keeping customer happy is not enough now a days because customer
wants that their expectations also get fulfilled but organisation faces difficulties as their
expectation continuously changes. Hyatt hotel also faces challenges in fulfilling the expectations
of the customers as it is not possible for them to fulfil their expectation because it changes
continuously.
 Political and security challenges – Political and security challenges is one of the biggest issues
for the organisations in hospitality business this also include the issues of economic challenges.
The threat of terrorism has changed the decision of travellers to how people travel and where
they travel. Hyatt hotel faces many issues like political and security challenges as they have to
see that from where their customers are travelling and have proper legal documents.
 Skilled labour shortage, staff turnover and irregular working hours – the major issue that
hospitality industry faces is shortage of skilled labour because of high competition in this
industry. Employees in hotels are forced sometimes to deal with irregular working hours.
Sometimes managers find it difficult to manage the stress that they can’t afford. Salary is the
most significant factor firms need to consider retaining the best staff in the hospitality sector.
Hyatt hotel face issues in manging the salaries of the best staff. Hyatt hotel also faces difficulties
in manging the irregular working hours and they also faces difficulties in hiring skilled labour.
Causes of managerial challenges and issues
Xxxxxx
Effect of managerial challenges and issues
xxxxxx
Consultancy engagement approach
Approach and Design
Xxxxxxx
Data collection and analysis
Xxxxxx

Ethical considerations
Xxxxxxx
Data Presentation, Analysis, Findings and Discussions
Quantitative OR Qualitative data presentation
Xxxxxx
Discussion of findings
Xxxxxx
Conclusion
Xxxxxxxx
Recommendations
Xxxxxxx
Strategic Action Plan
Xxxxx
Impact of the outcome
Xxxxx
References
Xxxxxx
Appendices
Xxxxxx