Case Study: Addressing Management Issues at the Imperial Hotel

This report presents a case study of the Imperial Hotel, focusing on its management challenges. The study identifies issues such as a negative work culture, high staff turnover, and excessive sick leaves, attributed to authoritarian management styles and long working hours. The report analyzes these problems and proposes solutions based on management theories including Systems Theory, Theory X and Y, and Mayo's Human Relations Theory. It also applies management principles like authority and responsibility, discipline, and stability of tenure. The conclusion emphasizes the importance of effective management in addressing operational issues, improving employee engagement, and enhancing the hotel's overall performance and guest satisfaction. The report suggests that by implementing these theories and principles, the Imperial Hotel can improve its work environment, reduce staff turnover, and achieve better financial results.

Introduction to
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
ANALYSIS OF THE PROBLEM ..................................................................................................1
CONCLUSION...............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Management is defined as an act and art of managing, conducting or supervising of
various activities in business that helps in achieving well defined business objects. Management
is administration of an organisation whether it is business, a non-profit organisation or any
government body. When a business is established a plan is designed to perform multi-pal
activities that will help in attaining its objectives. To manage all the activities in the organisation
such as setting strategies and coordinating the efforts of its employees and using available
resources to bring best output management is required. To understand the importance of
management and resolve various issues that arises while operating business this project report is
prepared (Anderson, and et.al., 2015).
In this report The Imperial Hotel is selected that is located in heart of London's West End.
This is a branded chain of hotels caters mainly international business and tourists guests. This
project report consist of a case study that will help to identify problem for poor operations in the
hotel. Understanding the issue in Imperial hotels of negative work culture amongst the staff with
high levels of sick leaves and poor attendance. Analysis of this problem is done that and
management and operational respective is taken in this regard. This will helps in creating a
relationship with various other problems. A three point plan to resolve the issue involved will be
made with management and operations theories and principles.
ANALYSIS OF THE PROBLEM
Their is change in management of hotel Imperial and general manager had experienced a
range of problems in managing the hotels. All the problems are generated because consumers of
hotels in London is of the opinion that services provided by them is not appropriate with the
money value. A problem of negative work culture amongst the staff with high level of sick
leaves and poor attendance. As per (Ansoff and et.al., 2019) work culture means creating a
workplace with culture in which employees are safe, comfortable, valued and assisted. Creating a
healthy workplace makes employees highly motivated for their work and also employee turnover
in the organisation gets reduced. A healthy work culture is created by management the
organisation and reflects management abilities to address needs, anticipate issues and enhance
teamwork. As employees working in The Imperial hotel are facing management style of
authorisation and often dictatorial. New management gives less consideration on employees
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needs and emphasis on good performance without motivating them to perform well. Negative
work culture in the organisation is created with low level of boost in employees moral. As
employees needs to perform work for long working hours that makes their work tough and tiring.
This gives impact on health of hotel staff and they go on sick leaves on continuous basis. This
problem gives rise to various other issues in the business as negative work culture and more
leaves leads to staff turnover with 80% of the staff leaving the organisation in a year. With
negative work culture and high staff turnover poor costumer satisfaction is recorded by the
organisation that creates negative image of the hotel in the eyes of consumers (Drucker, 2012).
The organisational culture of working within star hotels is performance driven. It is seen
by the general manager that organisational team have a pressure of increasing sales and
performing better month-by-month. Employees in the organisation is appointed on full time and
part time basis. Both type of employees faces problems with long working hours that makes
them highly unsatisfied with their job and leads to turnover. Employees who are not leaving the
organisation are very much dissatisfied with their job and creates negative work environment in
the organisation. The problem of high labour turnover make it difficult to keep record of working
hours of employees. This puts employees in a beneficial position and they took advantage of this
problem and they escape from the organisation without informing superiors. Having a negative
work culture and more sick leaves by employees in The Imperial hotel gives financial instability.
As this is directly linked to financial performance of the organisation. Their is continuous
increase in sales but average revenue of the entity is less in comparison to other business
organisation. A negative work culture brings less consumer satisfaction because only satisfied
and motivated employees can influence consumers with their ability to perform well.
Style of management in The Imperial hotel is of the authorisation and often directorial.
According to (Easterby-Smith, Thorpe and Jackson, 2012) Dictatorial management means when
team at upper level of the organisation makes plans that needs to be implemented throughout the
organisation. This form of management style do not involve staff members of lower level in any
decision making and no advise of there is considered while making decision. Lower level of staff
in the hotel are only considered as takers of the decision taken by upper level of management
team. When employees in the organisation are not considered as asset and equal who are
important to implement any decision then it will leads to negative work culture. This is because
employees will not be satisfied with management and any problem of theirs will not be
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addressed by management on time that will leads to higher employee turnover. As working
culture of hotel is based on performance and there is need of improving work culture in the
organisation and for this theories and principles of management will be applied as follows:
System theory: This theory in will be used in The Imperial hotel as management needs
to have good understanding of systems theory identify how an employee can affects the system
in the organisation. The theory of system is a broad viewpoint that enables managers to observe
the events and patents in the office space (Fayol, 2016). This theory will help management of
Imperial hotel to improve their system of management that uses dictatorial style of management.
As employees in the organisation needs to be taken together while implementing any new
concept or forming objectives of attaining new goals. System theory will help to understand the
importance of employees in the organisation and will induce management to design the structure
that provides more job satisfaction to employees. A system that consider employees as most
important resource in the business and gives priority for proper rest intervals and working hours
that are manageable needs to be implemented by understanding the needs to proper system in the
organisation.
Theory X and theory Y: The management theory an individual choose to apply is
strongly subjective to the belief about the attitude of the employees. Managers who believe that
employees lack ambition naturally and need incentives to upsurge the productivity lean towards
the style of X management theory. On the other hand Y theory of management believes that
employees are naturally determined and take responsibility. In the current situation controlling
style of management is performed in the organisation. When this type of management style is
followed in the business organisation then performance of the employees can be enhanced with
various appraisals. These are termed as token of appreciation for hand work of them employees.
In The Imperial hotel staff incentive scheme is introduced by management that will award
employee who will meet excellent standards of work (Helmreich and Merritt, 2017). This
scheme is introduced in each department of the organisation together with this individual
performance of an employees will be appreciated when high returns are provided for three
consecutive years. Organisation culture is performance driven and employees in business will be
awarded on the basis of their performance. This theory of management will help in achieving
employees personal objective of achieving financial growth. Together with this organisational
environment will give positive vibes to employees with fair competition.
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Mayo's Human Relation Theory: This theory is focused on managers taking more of an
interest in the workers, treating them as people worthwhile opinions and realising that workers
enjoy interacting together. This theory gives importance to humans who are working in the
organisation by not treating them as machines. Employees are the one who works really hard so
that objectives of The Imperial can be achieved. It is seen that hotel is engaged in work for 365
days and 24 hours in a year this gives employees long working hours and minimum holidays are
provided to them (Kerzner and Kerzner, 2017). This creates negative work environment in
business as employees are not comfortable with the working hours and management is not taking
any step to resolve the issue. As employees work for long duration of time this makes them sick
and poor attendance of job profile. When employees are termed as machines in the organisation
and appreciated on the basis of their work this enhances sales in the organisation but positive
organisational culture is hindered by this method. Appreciating employees with financial
incentive increases cost of the employees in the company.
Above these theories will help management of The Imperial to resolve issues related to
work culture amongst the staff with high level of sick leaves and poor attendance. Principles of
management that will help to resolve the following issues are as-
Authority and Responsibility: This principal of management states that whenever
authority is granted then it can be transferred alone it always accompanied with some
responsibilities. As management of The Imperial hotel have authority to give order to employees
to get work done then it is their responsibility to take care regarding their well being and proper
working conditions in the organisation (Principles of management, 2019).
Discipline: Employees in the organisation required to maintain discipline that will help in
attaining goals and objects of business. Employees in The Imperial are taking sick leaves and
many times one employee covers up for other so that they can do their other work out of
organisation. Following discipline in organisation will help in resolving this issue.
Stability of Tenure of Personal: Management of The Imperial is responsible for
managing employees turnover in the organisation and provides them a tenure of stability with
employing right person at right place employees of the organisation will be given work as per
their capability (Klikauer, 2012).
Following these theories and principles of management will help to resolve this issue by
management and make this hotel again highly profitable and best in town.
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CONCLUSION
From the above project report it has been concluded that management can be defined as
the process of managing, analysing, monitoring, controlling and organising all the activities
whether they are operational or executional. It is very important for the managers to control the
problematic situations that are affecting overall efficiency and profitability of the company. If
these are not controlled then it may result in losses and decreased market image of the business
entity. The problems that may take place in an organisation are poor guest satisfaction, high staff
turnover, negative work culture, front and back office related problems. The main problem from
all of them is negative work culture which results in various other issues such large number of
sick leaves, poor attendance, long working hours etc. The managers of the entity are required to
analyse causes of the problems so that appropriate solutions can be proposed for the resolution of
them. If the work culture within the company is not good then it results in decreased engagement
level of employees in the tasks that are allotted to them. There are various types of theories that
can be implemented by the management in order to deal with the issues in appropriate and
effective manner. These are Mayo's human relation, system, X and Y theory. All these theories.
guides managers to find the best ways in which issues like increasing number of sick leaves,
employee turnover, decreased engagement and long working hours can be resolved. It also helps
to reduce possibility of same problems in future.
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REFERENCES
Books and Journals:
Anderson, D. R. And et.al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Ansoff, H. I. And et.al., 2019. Implanting strategic management. Springer.
Drucker, P., 2012. Management. Routledge.
Easterby-Smith, M., Thorpe, R. and Jackson, P. R., 2012. Management research. Sage.
Fayol, H., 2016. General and industrial management. Ravenio Books.
Helmreich, R. L. and Merritt, A. C., 2017. Culture at work in aviation and medicine: National,
organizational and professional influences. Routledge.
Kerzner, H. and Kerzner, H. R., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
Klikauer, T., 2012. Seven Management Moralities. Palgrave Macmillan.
Online
Principles of management. 2019. [Online]. Available through:
<https://www.12manage.com/methods_fayol_14_principles_of_management.html>
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