Business Report: Analysis of Imperial Hotel's Operational Issues

This report analyzes the operational challenges faced by the Imperial Hotel, a historic hospitality organization in London. The report identifies key issues such as high employee turnover, poor adherence to Standard Operating Procedures (SOPs), and pilferage, which negatively impact guest experiences and increase operational costs. It delves into the findings of Peter Fransworth, a new manager, who highlights problems in housekeeping, maintenance, and pantry areas. The report discusses the impact of inexperienced staff, the need for improved training, and the importance of standardized service delivery. It offers recommendations including using contracted staff from specialist agencies, recruiting students as interns, and implementing incentive and bonus schemes to motivate staff and improve performance. The report emphasizes the need for improved recruitment, employee motivation, and the implementation of guest satisfaction surveys to assess the effectiveness of implemented changes.

Introduction To Business

Table of Contents
Report's Aim....................................................................................................................................1
Analysis Of Poor Operating and Control Procedures and Staff is not meeting Basic Standards
Operation Procedures ......................................................................................................................1
Current Findings and Suggestion According to Peter Fransworth..................................................3
Recommendation.............................................................................................................................4
Summary..........................................................................................................................................5
Appendices.......................................................................................................................................6
Appendix 1..................................................................................................................................6
Appendix 2..................................................................................................................................7
REFERENCES................................................................................................................................8
.........................................................................................................................................................8

Report's Aim
Imperial hotel is one of older hospitality organisation in London which was established in
1911. Management has found several problems in organisation which is essential for them to
make a proper solutions on these issues (Cantwell, Dunning and Lundan, 2010). This report is
having focus on lack of higher standards services in house keeping, maintenance and Pantry area
which finally creating a negative impact on guests and increasing operation cost of organisation.
This problems had occurred due to high rate of employee turnover, which was creating a trouble
to provide a proper customer assistance. 60% staff turnover was decreasing their efficiency,
inexperienced employees were unable to provide a better services to customers and they could
not deliver an exact elements in customer services which they want. As cited hotel is having
approx 500 rooms so puts a pressure on their maintenance staff to manage proper cleanliness at
each and every place to provide an appropriates ambience to their clients. Huge work pressure
makes a compulsion on those employees which are not efficient to perform activities in high
pressurized working environment. This report is discussing and analysing on poor operating and
control procedures, staff members are not performing similar as Standard Operating Procedures.
After it is containing findings of Peter Fransworth on that particular problem and suggestion by
him to solve these problems. Recommendations for Imperial Hotel to overcome on this problem.
Analysis Of Poor Operating and Control Procedures and Staff is not meeting
Basic Standards Operation Procedures
Imperial Hotel is one of the largest chain of hotels in international market and they are
having a huge market reputation so it is essential for them to provide equivalent services
accordingly. They have to be a market leaders so it is essential for them to provide a
standardized having a huge building structure in which they are having more than 400 rooms
which is not an easy task for their employees. These problems can divide in these sections:
Pilfered in stock: This is a main problem of the organisation that some of their employees are
pilfering raw materials of food and other kitchen items (Demil and Lecocq, 2010). As they are
having a over 60% employee turnover which is making a compulsion on them to recruit new
employees immediately. So to recruit new employees in organisation they have does not follow
appropriate procedures by which they have recruited some wrong people which are making theft
of grocery products. Theft is making two major problems for the management first it is
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increasing their internal cost of production which is making an adverse impact on their profits an
revenues so it is essential for them to make a better change on these problems as soon as possible
(Zott, Amit and Massa, 2011). This act of employees is making one more problem which is lack
of products on necessary, it is creating a lack of raw material to make dishes and foods for their
guests so this is making an adverse impact Pantry area's activities so it is essential for the
organisation to make a proper supervision of employees and pantry to identify people which are
committed in this serious crime.
Services according to Basic Standard Operating Procedures System: As Imperial is one of
the oldest hospitality organisation of UK so it is essential for them to provide a better services to
their customers as per their name and brand image. Standard Operating Procedures are combine
package of orders one after one by the organisation which provides an action plan for employees
to make their activities in organisation. As cited business entity wants to provide a better services
and deliveries of products in time so it is essential for organisation to make a proper set of
instructions. SOP's main objective is to increase efficiency, quality work from employees to
consumers and also it helps to decrease miscommunication in between teams and their members
to increase their effectiveness for guests. So according to SOP organisation's employees are not
providing a better services to their clients due to lack of instructions from their heads. It is
creating a gap in between team members and finally it is making a negative impact on services
which are provided by them to their clients. They are having a 20 trusted employees which are
working as room attendant and to full fill requirements of the organisation they have recruited
through ABC Internation Recruitment Company new employees for room attendant which are
Spanish (Bruton, Ahlstrom and Li, 2010). According to old staff people newly recruited Spanish
employees are not coordinating with them by which they are unable to give an appropriate
service to their customers. These Spanish employees team are working in shifts and
coordinating with each others and they have allocated 20 Rooms to work on it.
These are all problems concluded that firstly they are having less communication in
between their managers and team members which is creating a gap in between them. Also all of
team members are not making similar services from each and every employee. So over all it is
making a loopholes in their services which is decreasing their values for their customers.
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Current Findings and Suggestion According to Peter Fransworth
Peter Fransworth is their new managers which has made a proper analysis on cited
business entity and find out some major problems. So according to these problems they have
made some solutions and suggestion to them which are here:
Use contracted staff from specialist agencies: As they have recruited employees from ABC
International so they have to recruit more employees from these type of recruitment agencies
which are having an experience to provide experienced, talented, educated employees to them.
Many recruitment agencies are working in this profile and they are making their best to deliver
best quality employees from their side (Datar, Garvin and Cullen, 2011). These agencies are
providing trainings and development sessions to people which wants to recruit in an hospitality
organisation. Some of the agencies are providing training according to job role which help to
employees to make a better services for their organisation. So Imperial hotel has to make
contract from these agencies by which they can provide a better service to their clients. One
more thing by this they can recruit trustworthy employees in organisation which can help to them
to reduce thief of raw materials from pantry area and other relevant places where theft can
happen.
Recruit students on zero contracts: Many of colleges and management schools are providing
hotel management and other diploma courses in hospitality management. These students are well
educated and they are having a huge knowledge of this sector so they are able to adjust in this
sector in a while. So Imperial hotel can use this option to provide a better service to their clients
because these students are having a need of internship and organisation is having a huge brand
image and students can easily agree to work with the organisation. So Imperial hotel has to
provide internship for different job role which can help to organisation to provide a better
customer satisfaction by experienced and educated people. Without making any contract with
these students they have to recruit as a intern to include them in the betterment process of the
organisation (Chen, Chiang and Storey, 2012). As Imperial hotel is facing a two major problems
which are theft and lower standardize services so students are the representative of their schools
so these people can not do any thing wrong because it can make a question mark on their future.
So this one can help to the company to make a better services to their targeted customers and it
can help to increase their profits.
Incentives and bonus schemes to motivate staff to improve their performance:
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This is the most useful and beneficial scheme which has to be used by management to
increase effectiveness of their employees. As they are having different type of team so it is
essential for managers to set targets to each and every employee. Monetary motivation is best for
employees to improve their qualitative and quantity of work in a day. As mainly room attendants
are making problems so they have to set a target to each of them regarding to number of room
cleaning and also managers has to make a check list points which can help to company to give a
score to room attendant on their work (Du Toit, Erasmus and Strydom, 2010). For cleanliness in
room, bathroom and other parts of hotel so they have to make a team which has to make a visit in
each and every room after check out and cleaning of that room and after it they have to give a
score to that particular cleaning staff by this process they can make a better cleaning in their
hotel. They have to add incentive scheme with this by which their employees can perform better.
These all solutions can help to Imperial hotel to make a better change on the basis of each
and every problem which are faced by their customers. These solutions are mainly targetting on
pure customers assistance and satisfaction, by hotel management can provide a better service and
also they can resolve issue which was analyse by their retired manager (Stoer and Bulirsch,
2013). After implementation of these changes in organisation, management has to make an
another Guest Satisfaction Survey which can help to them to analyse how much these changes
are effective on previous found problems.
Recommendation
It is essential for Imperial Hotel to implement an appropriate solutions according to
organisation needs. As they are having a two major problems which are properly elaborated in
above mentioned parts. So according to these problems they have to implement use these
solutions; use contracted staff from specialist agencies Incentives and bonus schemes to motivate
staff to improve their performance (Bohner and Peterson, 2012). Most of the organisation
working hospitality industry are using this agency recruitment which are providing a better
employees according to needs. This is new concept of recruitment and many agencies are
working in this sector to provide employment to those people which are interested to work in
hospitality industry.
These agencies are responsible for recruited employees in organisation so this can help to
Imperial hotel to provide standardized work to organisation. Recruitment agencies are
accountable for any type wrongful act from employees so this creates a responsibility on these
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agencies to provide their best candidates to Imperial hotel. So these agencies has made proper
investigation on people to supply in big organisation.
After it, they have to use bonus and incentive scheme by which they can increase
productivity of their retaining employees which is essential for them. Around 20 room attendants
are working from many years so they are reliable and trustworthy employees for organisation so
it is necessary for organisation to provide a better revert on their services. By this, higher
management of organisation can increase liability of their managers for their subordinate persons
to improve their workings. By this higher management can involve their managers in this process
so they have to set target with deadline for their subordinate room attendant by this they can
increase qualitative work of their employees providing them incentive by attaining a minimum
score and targets in a particular deadline.
Summary
On the basis of above given discussion it can be concluded, hospitality organisations has
to make a better change in their management as per their needs. Time to time survey of
customers helps to organisation what are their loophole to provide a proper customer assistance.
This can also help to them to make betterment in their organisation. Change in recruitment
process can support in service delivery so organisational analysis can help to managers to adopt
another options in recruitment which can be adopt by them. Analysis is an essential element for
management to find out what are the major problems of organisation and how they can attain
resolve these problems. It is also essential for manager to make appropriate suggestion for
organisation and they have to recommend appropriate suggestion.
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Appendices
Appendix 1
Link in between problems which creates poor guest satisfaction
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Standardized work from
employees
Theft of raw material
It is a main problem of
organisation that many of
their employees are
pilfering of raw material.
Supervision
Most of their customers has
complained about cleaning in
wash rooms and rooms so it is
essential for them. An attendant
has to be responsible for each
room by which they can make
a better services for their
customers.
Inappropriate
recruitment
It is a main problem of
organisation that they are
not having an appropriate
recruitment by which they
have failed to provide a
better services.
Misbehave with
Customers
Employees are not
working appropriately to
provide a best customers
satisfaction.
Lack of training
It is a must thing for any
organisation to make their
employees able to perform in
a better manner. It also make
an impact on understanding of
their responsibility for their
job.

Appendix 2
A Survey on hotels are here on top six and bottom six hotels in UK as per customer
satisfaction in over all services of organisation for their guests:
Top Six Hotel Of UK In Customers Satisfaction Survey
Name Of Hotel Score
Q hotels 78.00%
Radisson Blu Edwardian 77.00%
Premier Inn 76.00%
Sofitel 74.00%
DoubleTree by Hilton 71.00%
Park Plaza 71.00%
Bottom Six Hotels Of UK Customer Satisfaction Survey
Name Of Hotel Score
Britannia Hotels 36.00%
Travelodge 50.00%
Ramada 51.00%
PH Hotels 51.00%
De Vere Village 51.00%
Shearings Hotels 52.00%
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REFERENCES
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