Imperial Hotel Case: Management Theory and Problem Analysis Report

This report presents a case study of the Imperial Hotel, a UK-based establishment facing challenges related to back-of-house staff, particularly housekeeping, and its impact on operational efficiency and customer satisfaction. The analysis reviews relevant management theories, such as system theory, to understand the root causes of the problems, including high staff turnover and difficulties in maintaining service standards. The report explores the issues of poor operating and controlling procedures with stock and the lack of adherence to standard operating procedures by staff members which results in high operating costs. It also evaluates recommendations provided by Peter Fransworth, such as hiring contracted staff, offering zero-hour contracts, implementing reward systems, and providing training sessions, to address staffing shortages and improve employee retention. The report justifies the proposed solutions and concludes that the implementation of these suggestions can enhance the hotel's profitability, productivity, and brand image by improving operational efficiency and customer satisfaction. The report highlights the importance of effective management systems and the role of strategic solutions in overcoming operational challenges within the hospitality industry.

Imperial Hotel case

Table of Contents
INTRODUCTION...........................................................................................................................1
ANALYSIS OF PROBLEM............................................................................................................1
Review of Management theory..............................................................................................1
Problem faced by the Hotel....................................................................................................2
Summary And Justification....................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Management system of the company plays an effective role for attaining the goals of the
company. The report is also based upon a case scenario of Imperial Hotel which is one of the top
hotel in UK which have more than 400 rooms but the report presents the problem which
currently faces i.e. Back of house staff (housekeeping maintenance) or the poor operating and
controlling procedures with stock which have to be regularly operating and the evidence on
which the staff members of the company did not meet the basic standard operating procedures.
This results in high operating cost. It has been analyzed that if the company have good and
effective management system then it will be easily maximizes the profit as well as productivity
of a firm.
The report main aim is to determine the problem which Imperial Hotel is faces and also
review the management theory which help the company to manages its entire work. Further
report also analyses the problem in deep and also present the initial suggestion which is provided
by Peter Fransworth so that they will be implement those into the working area and can easily
overcome from the problem in short term period. Report also provide justification and some
steps that help a company to satisfy the needs of their clients or visitors in systematic way.
ANALYSIS OF PROBLEM
Review of Management theory
Imperial Hotel is one of the top leading company in UK and because of having best
customer service and effective management system, company attract wide range of clients.
Recently it have 500 rooms and some room attendant or staff members who help the company to
sustain the brand image in market. But currently the company faces some issues related to its
poor operating of back house staff i.e. Housekeeping. Even the company recruit best employees
or staff attendant but they did not stay more than 6 months and hence, the clients or visitors
remain unsatisfied (Rochat, 2018). As there are so many room and it needs to be clean regularly
but due to shortage of the staff members the company did not provide exact facility to their
clients or visitors and as a result, they did not satisfy their clients or visitors through proper
cleaning system.
For this problem, there is a need to take a review of system theory. System theory is
actually related to this management theory and hence it has been analysed that if the company is
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uses this then it will be more beneficial. This theory also relates or applied some changes that
directly affect the system of the company and as a result it may creates positive as well as
negative impact upon the company’s profitability. System theory also determine the principles
that are common for all the complex entities and help to grow the business in further level of
success. In addition to this, if Imperial hotel apply this theory into the working area then it will
assist it to attain all objectives at proper describe time. Hence, it has been analyzed that for
effective management system there is a need to take a proper review of the company and a
theory needs to be applied into the working area for the future growth. As Imperial Hotel have
not good and effective management system and if it apply system theory into their working area
then it helps to creates best outcomes.
Problem faced by the Hotel
Having a brand image in market did not mean that the company did not faces any
problem in their working area. In the same case, Imperial hotel also faces some issue because of
having poor housekeeping staff members. As there are lot of rooms and they should be cleaned
once for the day but it creates a challenge for the company to retain the staff members because
room attendant stay maximum for 6 months and it has been proved that to recruit room attendant
is become a big challenge for the company always. In order to solve this problem, company also
hire ABC international whose work is to provide best employees to many company and in the
same way they also provide 30 to 50 room attendant in their department (Thomson, 2018). And
as a result, the company also recruit many employees who have specialize in Spanish and as a
result the company actually prefer those employees only because they work in a team and help
the company to attain the defined goals in prescribed time. In order to overcome the problem of
poor staffing, Peter Fransworth provide different suggestion that may be helpful for the company
to lead a business in further level of success and help the company to satisfy their clients or
visitors. This are as follows:
Hire other contracted staff through some specials agency: It is the best solution for
Imperial Hotel because as the hotel is not able to recruit best candidate for their company. Hence
by contracting some special agency will be helpful for the firm to overcome the problem of
staffing. It has been analysed that staff members are not stay in hotels more than 6 months and to
retain the employee number into the working area, there is a need to contract with some special
agency because they have the capability to recruit best candidate for their company (Piehler,
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Grace and Burmann, 2018). Another advantage of using this option, will be help to choose best
candidate who satisfy the level of clients or visitors at higher level.
Employee person on zero hour contract: It is the another option available for Imperial
hotel which is provided by Peter Fransworth under which the contract is to signed between the
employee as well as employer of Imperial Hotel so that employees are not obliged to do work
more than prescribed hours. In addition to this, the employer of the company are not obliged to
provide any minimum working hours to the company while on the other side, the worker or
employee are not gratified to accept the work which is offered by the employers. In this way,
they remain or stay in the company so that they will easily attain the defined goals of the
company (Zietlow and et.al., 2018). Through this way, the company can easily overcome the
problem of poor staffing. As this contract is helpful for Imperial Hotel to be in the working place
and this will be helpful to satisfy the need of their customer.
Offer different reward system: It is the best alternative option for the employees, in this
system, the company can offer different incentives option to their employees when they perform
well during their working area. Even bonus system can also be applied by the Imperial Hotel so
that it will be helpful for the company to stay their employee for longer time period. This are
some attractive option available for the company that help to draw attention of many employees
and through reward system such as bonus and incentives are also help Imperial Hotel to grow
further level of success (Evans and Wurster, 2018). It has been analyzed by Peter Fransworth
that through better reward system, the chances will be increased for the employees to stay in that
area only. Therefore, this system will be quite beneficial for the company to sort out the problem
of back of poor staffing and supervising.
Provide training session: It is another alternative option available for Imperial Hotel to
sustain their brand image in market (Carnall, 2018). Such that if the employees are not as much
trained as they need to be then the manager of the company should provide better training
session and also hire best supervisor who look after or monitoring the system in well manner. By
scorecard method also, Imperial Hotel can easily manage the problem of staff. If the employee
perform well and at that time they should also get some reward system then it will be more
beneficial for the company to sustain its brand image and to resolve many issues that creates
obstacles in the path of success.
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If these suggestions are followed by Imperial Hotel, then it will be beneficial for the
company to overcome the problem of back of staff and poor managing or monitoring problem.
Hence, it has been analyzed that by using Peter Fransworth suggestions, company can maximizes
the profitability as well as productivity of the company.
Summary And Justification
From above, it has been analyzed that Imperial hotel faces some problem related to
shortage of staff and due to low management system, employees did not stay for longer. In order
to overcome from this problem, Peter Fransworth also provide many suggestion which needs to
be applied by the company. As a result, this will be helpful to satisfy the need of their clients or
visitors and also provide cleaning to their rooms. Because of the low staff members recently the
company faces issues related to the sanitation as there are more than 400 rooms so it become
quite difficult for employees to clean once for the day (Stapley, 2018). So to overcome from this
problem, tie up with some special agency who provide the best employee for the company can be
more beneficial for Imperial Hotel. By providing them proper training session at regular way will
be more beneficial for a company.
It has been analyzed that through proper training session, Imperial Hotel can also raise
the working efficiency of their employees and if the efficiency increases it directly creates
impact upon the production level of the company (Anderson and et.al., 2018). Overall, this help
to raise the company’s financial position and on the other side, if the company have proper
sanitation and cleaning then it will also help to attract wide range of clients or visitors towards
them. Another suggestion which Peter Fransworth provide is such that if the employees perform
extra well then company should provide proper reward system in the form of money or
promotion. Because this system motivated them and as a result they perform their work in more
effective way so that it will further help to sustain their brand image in market and also help to
maximizes the production level of the company.
In addition to this, if the company apply such suggestion into their working area then it
will be more beneficial for Imperial Hotel to sustain their brand image and to overcome the
problem of poor back staff i.e. housekeeping (Hislop, Bosua and Helms, 2018). Hence, it is
cleared from the Peter Fransworth suggestions that to raise the number of employees, it is quite
necessary for the company to hire some agency who help Imperial Hotel to recruit best candidate
for the welfare of the company.
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CONCLUSION
By summing up above report it has been concluded that Imperial Hotel is facing some
problem recently i.e. back house staff and poor managing which creates negative impact upon
company’s brand image in negative way. As report presented that Imperial hotel is faces some
issues and to overcome from this Peter Fransworth suggested different suggestions which may
help a hotel to resolve such that by hiring some special agencies into the working area will be
more fruitful for Imperial hotel to recruit best candidate. If the employees are hire because of
having their capabilities then it enhances the productivity level and as a result raise profit for the
company. Further report also concluded that by providing reward system to their employees is
another strategy to attract employees towards a system. It has been analysesd that it the company
provide bonus and other incentives to their employees for their better function then it will be
more beneficial for a company to raise the production level and satisfy the customer needs.
Hence, report concluded that by using Peter Fransworth suggestions, Imperial hotel can improve
their working conditions.
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REFERENCES
Books and Journals
Anderson, D. R. and et.al., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
Carnall, C., 2018. Managing change. Routledge.
Hislop, D., Bosua, R. and Helms, R., 2018. Knowledge management in organizations: A critical
introduction. Oxford University Press.
Piehler, R., Grace, D. and Burmann, C., 2018. Internal brand management: introduction to the
special issue and directions for future research.
Rochat, S., 2018. Examining motivational interviewing in career counselling from a motivational
system theory perspective. British Journal of Guidance & Counselling, pp.1-12.
Stapley, L. F., 2018. Individuals, groups and organizations beneath the surface: An introduction.
Routledge.
Thomson, W., 2018. Theory of vibration with applications. CrC Press.
Zietlow, J. and et.al., 2018. Financial management for nonprofit organizations: Policies and
practices. John Wiley & Sons.
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