Introduction to Management: Imperial Hotel Problem Analysis Report

This report provides an in-depth analysis of the management challenges faced by the Imperial Hotel in London, a 500-bedroom hotel owned by a well-known international brand. The report identifies key issues such as poor guest satisfaction, high staff turnover, negative work culture, and inefficient operational procedures. It focuses particularly on customer dissatisfaction, exploring factors like poor room quality, cleanliness, noisy air conditioning, and issues with technology and employee behavior. The report then reviews management theories, specifically the Total Quality Management (TQM) model, and its principles, to address these problems. It examines how TQM, including principles like customer focus, employee involvement, and continual improvement, can be implemented to enhance service quality and resolve customer issues. Furthermore, the report outlines the processes and procedures necessary for effective management within the hotel, highlighting the interconnectedness of various problems. Finally, it proposes and justifies key solutions, such as employee training and improved technical services, to enhance customer satisfaction and operational efficiency. The report concludes with a call to action for the hotel to adopt these recommendations to improve its performance and customer relations.

Introduction to
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................4
Overview of the company...........................................................................................................4
Review of management theory to specific problem....................................................................4
An understanding of the process and procedures for effective management..............................6
Justification of key proposals for the resolution of the problem.................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................8

INTRODUCTION
Management refers to the process and activity of planning, managing, organising,
staffing, directing and controlling a company and its business functions so that firm can operate
and run its business in effective and efficient manners. It can be an activity or action of
accomplishment of organisational goal and objectives in effective and efficient manner by
effective administration of the organisation's functions and workforce. It is necessary and
essential to a company soi that the company can arranges the factors of manufacturing,
assembles and organises the origins, integrates the resources in appropriate manner to attain
aims. By forming effective administration in the working environment, the company can perform
all the actions and operations in adequate manner by achieving its business objectives on time
(Anderson and et. al., 2015). This assignment is based on The Imperial Hotel which is a London
500 bedroom hotel and is owned by a well know transnational branded chain of hotels in the 4
star market. This hotel organisation is facing various issues like poor guest satisfaction, high staff
turnover, negative work culture, poor team work, poor operating and control procedures etc. In
this report will be discuss about the poor guest satisfaction and there are several reasons to
arising this issue like bad quality of rooms, cleanliness of the bathrooms, noisy air conditioning
and others. Another causes are generating due to technology, rude employees behaviour and
problems occur during the time of check in and check out. These all things create customer
dissatisfaction within the customers. Further, the document will consider manage and operations
theories and principles to deal with the issues of the company.
MAIN BODY
Overview of the company
The Imperial Hotel in London operating its business with the help of 500 bedroom and
all with en-suite facilities, offering conference facilities for 1000 people with 12 conferences
room, leisure centre with swimming pool, 3 bars, 4 restaurants etc. This hospitality organisation
owned and administrated by a well known international branded chain of hotels in the 4 star
market in London's West end. There are 6 division within the respective company such as food
and beverage function, housekeeping division, guest services & concierge department, Front
office & Reception and Human resource department (Andraszewicz and et,. al., 2015). These all

functions are working with the help of 450 employees and employers in which 300 are full time
and less are part time. The company also maintain relation with outside contractors like cleaning,
laundry service, administration of the leisure centre etc.
Review of management theory to specific problem
The administration of the respective company are suffering with several issues but the
major problem is poor customer satisfaction which affect other issues also. This issues arising in
the company due to ineffective performance of the different function of the company (Heizer,
Render and Munson, 2017). Cause of it, there are several issues are create in the firm like lack of
cleanliness, ineffective room services, noisy instruments which are used by the company for
room services and technology not working the rooms etc. To overcome these all problem the
administration should make focus on the quality of the services which are provided by it to its
potential customers. For this the firm can use TQM model and principles of this concept.
TQM( Total Quality Management)- It refers to a administration plan of action that express a
continuous, organisation broad endeavour to keep quality customer service and satisfaction. The
main purpose of this model is to foster consumer retention by offering a extent of service that
will maintain customers coming back gain. In The Imperial Hotel, the administration of this
company apply and implement this concept to make improvement in the quality of services
which are delivered by to its potential customers in different manners. With the assistance of this
theory, the employees can offer good quality rooms services like clean rooms, better technology
and technical instruments like air-conditioning etc. This will help in making contribution in the
involvement of resolving problem of the company poor customer satisfaction. There are eight
principle of this model, they are defined as beneath:
Customer focus- It an effective principle which states that the success of a company are
based on customer satisfaction. For example, in Imperial Hotel, the administration are facing
problem related to customer satisfaction. In which one of the problem is that guests are wait in
queues at reception both for check in and check out and they are complained that the company
are charged incorrectly in their final bill (Mondy and Martocchio, 2016). So these are some
issues which affect the company. To provide customer satisfaction the firm can offer self check
in and check out services so that these issues can be resolve.
Total employee involvement- According to this approach, every workers of the company
make their involvement regarding the common goal of continuous improvement. It will not make

concentration on a specific department and business. With the help of it, employees of respective
company can improve the problem such some time the employees rude to guests and no timely
response to their complaints. By implementing this concept in business, they can overcome this
problem through providing solution to the consumer issues and offering training to employees so
that they can behave ethically with the guests and provide proper information to them.
Process centric- It is the activity of thinking and developing plan of action to get
feedback from the consumer. By using it, the company can resolve the issue of customer
satisfaction because the administration of the firm can get feedback from their customer when
they are staying or leaving the hotel (Noe and et. al., 2017). This will help in providing
information that in which services, the firm required to make improvement.
Strategic and systematic approach- In it, the processes are formulated and tested to
assure the product or services quality. This also consists to make sure that suppliers are quality
services which are required to manufacture products. In Imperial Hotel, this principle can be
applied by the company to resolve the issues like the quality of room services are not good
regarding cleanliness of the bathrooms, showers not working effectively etc. So by using it, the
company can overcome this problems.
Continual improvement- It means that the administration of the company should always
monitor all the services which are provided by the company to its customers so that if there are
any issues are generating cause of it then they can be reduce on time. For example, the
management of Imperial Hotel should regularly monitor the activities and services of the
company which it offer to its potential customers. It will help in minimising the difficulties
which are suffered by the firm due to its customers dissatisfaction. If the administration will do it
then it will be aware with its guests needs and demands and provide services accordingly which
are able to satisfied their desires.
Encourage mutual respect and teamwork- It is essential because it surrogate a single
organizational culture of quality by informing that every employee from top to bottom of the
organization holds the same core principles at heart (Salic and Zelic, 2018). For example, this
principle is also beneficial to the respective company because with the help of it, the employees
of the firm can perform their duties in effective manner like providing information to the guests,
resolving their quires and response on time regarding their complaints.

From the preceding defined information it can be analysed that if the administration of
the company can adopt and implement to talk quality management model and its principle in the
company then the administration make development and improvement in the quality of the
services which are offered by it to its customers. This concept is also beneficial to the company
because by taking feedback from the target audiences they can make improvement in the quality
of services as per the requirement.
An understanding of the process and procedures for effective management
In Imperial Hotel, there are several difficulties which are faced by the administration of
the company in the business activities and operations of the firm (Schoonover and Crim, 2015).
The major problem which are suffer by it are poor guest satisfaction, high employee turnover,
unfavourable work culture, ineffective team working and inefficient use of information
technology system, poor operating and control process etc. But the main problem which highly
affect the firm is consumers dissatisfaction. There are several reasons of occurring this issue in
the company. They are explained below:
Poor quality room services- It is one of the problem which is faced by the management
of the Imperial Hotel due to bad quality of the service which are provided by the firm to its
target audiences like dirty rooms and in the bathroom showers are not working properly (Wu,
Olson and Dolgui, 2015). The air-conditioner which are constructed in the room are noisy so
they created disturbance. Technology are also not working properly such as Wi-Fi, telephone and
TV cause of internet problem and others.
Ineffective check-in and checkout- It is an another problem which dissatisfied the guest
of the respective hospitality organisation. During the time of check in or check out, customers
are wait in the queues at reception. When employees wants to get any information about the
organisation and its services then the reception staff being indifferent and behave rudely with
them. It negatively affect the consumers and can be reason of customer turnover.
Incorrect billing and complain services- In Imperial Hotel, when customer take the
services to the company and pay it for its services then the billing which is do by the company is
incorrect. Because during the time of entering in the hotel, the prices are different and during the
time of billing, the organisation charged different. Another reason of it can be ineffective IT
services etc. When employees are complained against it then the response and action do not take

by the management on time (Smith and Wong, 2016). These all problems unfavourably
influences the customer trust and believe.
The problem of customer dissatisfaction is also affiliated with other four issues in
different manners. In the situation of poor consumer satisfaction, the management of the
company will work on making improvement in it, so their will not be any growth option to the
employees which can be create the issue of high staff turnover. The respective company is not
able to fulfilling the consumers needs so due to which the administration do not provide leave to
the employees so that they can work to resolve this issue (Verhoef, Kannan and Inman, 2016).
But in the situation of illness, employees do not come office which generate another problem of
poor attendance due which unfavourable work culture are create. There are not effective and
sufficient workforce to the company so it is not deal and great the customers effective and
response their complaints on time which is also a reason to generate the issue of poor customer
satisfaction.
Justification of key proposals for the resolution of the problem
To overcome the problem of poor customer satisfaction, the management of the company
can resolve it in different manners. The administration can take the feedback from its guests after
check out and if the customers face any problem when they are taking services from the
company. Then the company can also take feedback to them so that it can solve on time. The
management should provide training to the workforce because when employees are trained then
they know the way to great and treat the visitors and the issue of bad behaviour of employees
will not arise. By using good quality technical instruments and internet services, the issue of
incorrect billing and the IT services which are offered by the firm in room like TV, Wi-Fi, Air
conditioner etc., can bee resolved (Vittikh, 2015). By offering self check-in and check-out
services another issue of customer satisfaction can be minimised. By providing regular cleaning
services and before check-in and after check-out they can clean the room. It will also help in
resolving the issues and help in fulfilling the customers requirements.
CONCLUSION
From the preceding defined information, it can be summarised that management is an
essential aspect within a company. Because by making effective administration upon the
business functions, the organisation can make control and operate them in effective manner. To

deal with the issue of customer satisfaction, the management can use different models and
principle to over come the problem.
REFERENCES
Books & Journals
Anderson, D. R. and et. al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Andraszewicz, S. and et,. al., 2015. An introduction to Bayesian hypothesis testing for
management research. Journal of Management. 41(2). pp.521-543.
Heizer, J., Render, B. and Munson, C., 2017. Operations management. Sustainability and Supply
Chain Management. 12th Ed., USA.
Mondy, R. and Martocchio, J. J., 2016. Human resource management. Pearson.
Noe, R. A. and et. al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Salic, A. and Zelic, B., 2018. Introduction to environmental engineering. Physical Sciences
Reviews, 3.
Schoonover, J. E. and Crim, J. F., 2015. An introduction to soil concepts and the role of soils in
watershed management. Journal of Contemporary Water Research &
Education. 154(1). pp.21-47.
Smith, L. C. and Wong, M. A. eds., 2016. Reference and Information Services: An Introduction:
An Introduction. ABC-CLIO.
Verhoef, P. C., Kannan, P. K. and Inman, J. J., 2015. From multi-channel retailing to omni-
channel retailing: introduction to the special issue on multi-channel retailing. Journal of
retailing. 91(2). pp.174-181.
Vittikh, V. A., 2015. Introduction to the theory of intersubjective management. Group Decision
and Negotiation. 24(1). pp.67-95.
Wu, D., Olson, D. L. and Dolgui, A., 2015. Decision making in enterprise risk management: A
review and introduction to special issue.
Online
Five Principles of Total Quality Management. 2019. [Online]. Available Through:
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tqm.html>.