Strategic HRM and Leadership: Analyzing the Imperial Hotel Case Study

This case study analyzes the Imperial Hotel's various operational and management challenges, primarily focusing on human resource management (HRM) and leadership issues. The report identifies key problems such as poor employee performance affecting guest satisfaction, low employee retention rates due to negative work culture, and technological inefficiencies. It explores the application of administrative management theory to address these issues, offering solutions and recommendations. The analysis includes an examination of guest feedback, employee surveys, and operational bottlenecks. The study proposes a three-point plan (Awareness, Conversion, and Loyalty) to improve employee understanding, enhance service quality, and foster customer and employee loyalty. The report emphasizes the importance of improved technology, employee training, and management practices to enhance guest experiences, improve employee retention, and ultimately boost the hotel's performance in a competitive market.

Imperial Hotel Case Study

Table of Contents
INTRODUCTION...........................................................................................................................1
ANALYSIS OF INDIVIDUAL PROBLEM...................................................................................1
Management theory.....................................................................................................................1
Problem Analysis.........................................................................................................................2
Justification and Recommendation..............................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
Human resource management is a strategic approach that is used by organization for
effective management of people in the organization. Purpose of human resource management in
hotel industry is to monitor the performance and working of individual person and by using
different practices improve their performance and motivate them to give their best for success of
organization (Bratton and Gold, 2017). There are many other functional departments in
organization but role of HRM is most important for Imperial Hotel.
This report is providing information of various problems that are faced by Imperial Hotel.
The evaluation based on management and operational perspective is provided to analysis the
current situation of hotel performance in market place compared to other hotels. The main
problems faced by organization are related to poor performance of hotel staff that is affecting the
guest satisfaction, the retention rate of employees is too low. Negative work culture is also
affecting the performance of employees and making them sick and this is causing less number of
employee are present in hotel on daily basis. This study is also explaining the technical problems
faced by organization and the problem of not meeting work standards that are decided by
organization. By considering all this problem an analysis is performed to provide solution for
each kind of situation. On the basis of different problems solutions are justified and
recommendations are provided to minimise this issues in hotel to improve operational and
management practices in hotel to meet the high level consumer satisfaction needs and complete
organization performance goals.
ANALYSIS OF INDIVIDUAL PROBLEM
Management theory
Administrative theory of management
There are different principles of management are provided in this theory of management
and these principles are effective for good management in organization. These principles are
better division of work, equality, discipline, initiative, authority and responsibility, esprit de
corps, subordination of individual interest to general interest, stability of tenure, Remuneration,
unity of direction, centralization, scalar chain and unity of command. If an organization use all
this principles in management process then better management can be achieved for effective
performance of organization in market place. This is how the Administration theory of
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management can help the Hotel Imperial to solve their problem relkated to operation and
management.
Problem Analysis
In the Imperial hotel various problems are faced by guest due to poor service provide by
employee that are working on reception and room service department. This is major problem for
organization this poor performance of staff making the guests to rate the hotel low on guest
satisfaction survey (DeCenzo, Robbins and Verhulst, 2016). This grading system is used by
organization by asking the customer to full fill the answer of survey question in their hotel rooms
before leaving hotel. It is normal check out procedure used by various hotels. Organization have
evaluated that the guest are rating services of hotel around the benchmark measures that are
decided by organization to provide quality service to guests. As per information full gilled by
customer in the check out survey the reason of poor rating is evaluated that they are giving poor
rating to organization cause they have faced many problems in checking in and checking out
process. It is also mentioned that complaints filed by them to housing services were not resolved
with in time and this thing affected them most.
The problems of guests are more concerned to the reception and housing services.
Problem with reception is that employees on the reception are not good at their work and ant
they are taking more time in check in and check out process that is more time then usual it takes.
Other problems of guests are related to the behaviour of hotel staff that is presents on reception
counter. Often time they are rode with customer and they are also not efficient at their work any
this this thing makes the guests to wait in check in and check out queues. Other problem that
come out of survey is about billing procedure. Many times guests were charged more then the
services used by them in hotel. This shows negative behaviour of hotel staff and that is causing
damage to the image of Imperial hotel in market place. Problems related to room services are
result of less punctuality, poor management and operational skills in employees who are working
in room service department.
To solve this problem Human resource department need to implement a monitoring
system to track the operation, function and movement of employees with in the organization to
evaluate their performance for satisfaction of guest (Chelladurai. and Kerwin, 2018). This
monitoring will provide enough information to HR department develop a training and
development program for those employees who are lacking at some skills and knowledge of their
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work. As per their problems and weaknesses Human resource Resource department can take
serious action to meet the operational needs. This function of monitoring will also help the
organization to conduct different practices to manage the work force to meet the work load
requirement of organization. Apart from monitoring to improve satisfaction level of employees
Human Resource department can use different other practices to motivate the organizational
employees to give their best for performance of Hotel Imperial. There are different methods are
there that can be used by HR department of hotel (Brewster, Mayrhofer and Morley, 2016).
These methods are engage them in different practices and games to keep their moral high and
keep the competitive in operations. Improve their performance by making them realise that how
much company respect their need in organization. By making short term goals to improve skills
and service quality of employees (Sparrow, Brewster and Chung, 2016). By motivating
individual person team can provide better result in output as a team and also company can
provide rewards and incentives to workers as per their performance in organization. By
providing them with different opportunity will help them to meet the performance requirement of
Hotel Imperial. This is how different methods and practices can be used to minimize operational
related difficulties in organization that is related to employees.
The other problem with organization is poor employee retention rate. Employee in
organization are like foundation for working efficiency. With out right employee organization
can not operate their business successfully. Their are different reasons of poor employee
retention rate in hotel Imperial and this are related to various issues like poor work culture, bad
training and development opportunities, poor salary for base employees, less opportunities of
promotion in organization and rude management and operation policies of higher management of
organization. Result of exit interview says that the employees of hotel imperial are not satisfied
with work culture of Hotel Imperial. There is no flexibility provided to employees related to
work hour and mostly they are forced to work in unsociable hours that is not good for
satisfaction of employees.
Other issue with employees is they are paid poorly by organization ant it is not ethical for
employees to make the work more then they are paid for. This high work pressure and long
working hours are making employees less comfortable in organization. This lengthy work hour
and high work pressure make them rude with customers at reception and room services. Too
much work cause delay in their services at reception and room services and that affect the guest
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satisfaction and this thing lead to poor guest satisfaction survey rating of organization in market
place. This rating can ruin the image of organization in competitive market. In hotel there are
less opportunities are provided to employees to make professional growth in organization and
cause of this less opportunity in organization make employees poor in operation cause there is in
source of motivation for employees in organization. The policies of management are too rude for
employees and their work in Hotel employees are forced to work more then working hour with
high work pressure (Delery and Roumpi, 2017). This is how various factors and policies of Hotel
Imperial is affecting the employee retention of company.
Problem related to technological issues are reducing the efficiency of operation in
organization. The current information system used in Hotel Imperial is not that much effective
for information collection, transfer and process. This is reducing efficiency of employees and
different functional department in organization this thing organization need to improve. There
are many conflicts were occurred in organization due to technological limitation and errors.
The problem in house keeping services is big trouble for organization and this very
difficult to manage employees for house keeping services (Collings, Wood and Szamosi, 2018).
To meet the bench mark of organization management need to spent more then ever to improve
guest satisfaction. For this purpose can hire candidates with high knowledge and skills to
improve the services of house keeping services.
Three point plan
The three point plan is consists of main three steps to improve the performance of
organization by helping it to solve various issues in organization. This three steps in organization
are Awareness, Conversion and Loyalty.
Awareness- Management can use this strategy to make employees aware of their job in
organization and how much they are important for hotel (Hollenbeck and Jamieson, 2015). By
improve their understanding about different task their work can be improved. The differentiation
skill can help them to select priority of work.
Conversion- The conversion rate can be taken as level of success in various tasks. To improve
they should what their task is what will the particular solution for this. This also can be applied
with employees by help them to make right selection to meet their needs.
Loyalty- Loyalty of both customer and employees are important to organization. By generating
proper trust organization can improve success rate of Hotel Imperial.
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Justification and Recommendation
As different principles defined in management theory that is explained above can help the
organization to improve its guest ratings by providing better services to generate high customer
attention and profit by improving satisfaction of employees. To reduce this problem organization
can use new technology with better interface to convey information of guest arrival to whole
further process in organization. For better information transfer information system like Artificial
intelligence, automation, transaction process system and management information system are
highly efficient (Moutinho and Vargas-Sanchez, 2018). By utilise these systems in organization
information transfer between different departments can be improved. Improved monitoring and
tracking facility can improve the performance of employees and services that are provided by
them. Performance of organization can be improved by providing better and high class services
to employees this thing will motivate them more to give their maximum efforts to improve
services of Hotel imperial. Employee satisfaction need to be the key approach of organization to
improve their behaviour with guest at reception and at time room service. To improve employee
retention organization can use different management principle and practices in operations to
improve satisfaction of individual employee in teams (DeCenzo, Robbins and Verhulst, 2016).
As per management theory those principles should be full filled to make efficient change in
organization.
CONCLUSION
Services that are provided to guest need to be good and excellence enough to make them
feel happy. To get better market rating organization can offer better services to customers. This
report is concluding about the importance of customer satisfaction and employee satisfaction in
organization to full fill revenue target of Hotel Imperial. Different problems that are faced by
organization has been studied in report. This study has been conducted to to perform deep
analysis of each problem of organization that is related to operation and management in hotel.
For the problem of customer satisfaction the main issue has been evaluated that Response of
room service in hotel is taking longer than usual this shows that employees are not serious about
their work and they are having poor motivation level to work efficiently in hotel. This is major
problem to organization and this is not possible to gain competitive advantage in market place.
This also has been concluded that Equal work division, higher incentive, effective training and
development programs and flexible work hours can improve the employee retention rate in hotel
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Imperial and this will provide better opportunity to satisfy customer during their stay. It is
analysed that Training and development program designed for employees not enough effective to
full fill the skill requirement in employee to get maximum quality performance from them. To
solve this issue in organization there is need of changes in training and development program to
improve skills and management knowledge of employees in effective manner.
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REFERENCES
Books and Journals
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Brewster, C., Mayrhofer, W. and Morley, M. eds., 2016. New challenges for European resource
management. Springer.
Chelladurai, P. and Kerwin, S., 2018. Human resource management in sport and recreation.
Human Kinetics.
Collings, D.G., Wood, G.T. and Szamosi, L.T., 2018. Human resource management: A critical
approach. In Human Resource Management (pp. 1-23). Routledge.
DeCenzo, D.A., Robbins, S.P. and Verhulst, S.L., 2016. Fundamentals of Human Resource
Management, Binder Ready Version. John Wiley & Sons.
DeCenzo, D.A., Robbins, S.P. and Verhulst, S.L., 2016. Fundamentals of Human Resource
Management, Binder Ready Version. John Wiley & Sons.
Delery, J.E. and Roumpi, D., 2017. Strategic human resource management, human capital and
competitive advantage: is the field going in circles?. Human Resource Management
Journal. 27(1). pp.1-21.
Hollenbeck, J.R. and Jamieson, B.B., 2015. Human capital, social capital, and social network
analysis: Implications for strategic human resource management. Academy of
Management Perspectives. 29(3). pp.370-385.
Moutinho, L. and Vargas-Sanchez, A. eds., 2018. Strategic Management in Tourism, CABI
Tourism Texts. Cabi.
Sparrow, P., Brewster, C. and Chung, C., 2016. Globalizing human resource management.
Routledge.
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