Imperial Hotel Case Study: Management and Employee Performance

This case study analyzes the operational challenges faced by the Imperial Hotel, focusing on issues within the housekeeping, kitchen, and maintenance departments. It identifies problems such as high employee turnover, low morale, language barriers among staff, and guest dissatisfaction due to cleanliness issues. The report suggests a three-point plan to improve service quality and staff morale, including providing a positive working environment, rewards and recognition, and increased employee engagement. It also explores strategies like public and private recognition, quality management, and training to enhance employee satisfaction and reduce operating costs. The study applies Herzberg's motivation theory, specifically focusing on hygiene and motivational factors, to propose solutions for improving employee motivation and overall hotel performance.

Imperial Hotel Case study
planning sheet

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Analysing the issues and problem in Imperial Hotel..................................................................1
Suggesting the problem-solving approach in terms of improving the quality of service, staff
morale..........................................................................................................................................2
Applying employee motivational theories and concept..............................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
The purpose of management is to serve customers with good quality performance. Managing
organization activities is the essential tool for the company to get success in the market to
represent the company services in front of the customers. Present study will be based on the
standard operating procedures resulting in unusually high operating costs. For that, report will be
taking Imperial hotel to discuss some issues in back of house staff in this includes housekeeping,
kitchen and maintenance.
Further in this report there will be discussion on the issue or a problem due to which
Imperial hotel would have facing several issues in their operational department due to lack of
motivation level among employees. Moreover, present report will be explaining the new
approaches and three-point plan that helps Imperial hotel to keep the interest of customers with
the services of company.
In other words, to perform a job in a productive manner. It is very much required to get
full contribution from employees’ sides. On the other hand, it brings new management styles and
looking for the good outcome’s. Overall, study will be given long lasting management criteria
that helps to take the long-lasting results. In addition to that, study also explaining the situation
happening in the business where half employees belong to Spanish and half is from other culture.
Due to having dynamic culture employees suffered a lot of problems and dissatisfaction with
different cultures issues. Imperial hotel faces many issues and conflicts which is related to the
language issues in between Spanish employees and non-Spanish staff. Another issues that
employees faces is stress sue to which the resistance of employees is low and limited.
MAIN BODY
Analysing the issues and problem in Imperial Hotel.
In the hotel 400-500 rooms to service a day and this is overseen by the executive
housekeeper and 12 supervisory and administration staff. Due lack of employee morale and level
of satisfaction Imperial hotel facing high employee turnover about 60% a year (Alshmemri,
Shahwan-Akl and Maude, 2017).
The quality of the Spanish staff work is good overall and the cost of employing the staff
through the agency is only marginally more expensive that employing home staff. In other
words, it also helps to deal with long lasting challenging goals and making new opportunity for
the employees to deal with. Due to employee dissatisfaction results, its direct impact on the
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customer dissatisfaction due to which company is facing high trouble and going through from
employee’s rude behaviour (Ariza-Montes and et.al., 2017). This makes the best possible action
plan and also take responsibility to make the best productive outcome and result goals. this will
help to make the best productive outcome and goals.
Overall it brings the main opportunity and goals to sustained the long-lasting goals and
effective management planning. This makes the people more challenging and long lasting which
affect the overall critical situation and goals affecting task.
Another issue that facing by the Imperial hotel that is guest’s complaints who have not
been happy with the general level of cleanliness in the hotel bedrooms and in particular the
bathrooms (Atkinson and Stutes, 2018). Fifth problem of the hotel is also related to the other
problems in which one thing is common that is employee dissatisfaction among staff members.
Due to which hotel facing issues in guest satisfaction. In other words, Hotel also facing issues
and difficulties in retaining the employees in within the company in long time. The reason
behind the issues is lack of employee relationship with others. Poor attendance is another cause
for Imperial Hotel that affect the customer relationship. All the other problems are interlinked
with each other which need to be resolved my enhancing the employee morale.
Suggesting the problem-solving approach in terms of improving the quality of service, staff
morale.
Imperial should need to adopt some measurable strategies to build up the managing
working condition at workplace. Manager of Imperial hotel should need to focus on improving
the employee satisfaction that directly or indirectly affect customer satisfaction level. In other
words, worker confidence is very much required for better employee performance. Employee
morale is the combination of motivation and self – esteem and enthusiasm to accomplish the
work in an appropriate manner (Heukelom and et.al., 2015).
Employee motivation and enthusiasm is very much crucial for the company to improve
the work quality and maintained customer satisfaction. By applying some methods or ways to
improve employee satisfaction will help Imperial hotel to manage their operating costs and
having full employee satisfaction growth
Three Point Plan
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Provide Positive working environment: In order to increase the quality of service and
employee morale. Organization should need to provide good working conditions to the
environment in order to meet out the new goals and new opportunity for the overall development
charges. Creating job satisfaction begins by first providing effective work environment.
Rewards and recognition: This is another plan for motivating work efficiency and
quality of service to make customer happier and satisfied. Reward is the best plan to make
employee morale more effective. Motivates employee will always contribute their best part in the
company that brings that directly shows the good customer experience.
Involve and increase employee engagement: this plan can make good relationship
between all other employees which is very much required in the Imperial hotel, this plan
increases the good bonding between all other employees in the company. That makes working
environment positive and productive.
Strategies to enhance employee morale and reduce operating cost
Public Recognition: This is the best way to accomplish the long-lasting way or
promoting the effective learning task. As per the research, it has been proved that 53%
employees stay with the work if they get promoted and get full recognition from the company. It
helps to make the effective and long-lasting working performance in order to build up the long
term challenging opportunity task (Hur, 2018). Private recognition and public recognition is both
different term. Public recognition is more authenticated and great full for an individual to get. So
that, Imperial hotel should need to give full appreciation to Housekeeping staff to make them
work into more productive manner. This will help to deal with new way of promoting the task
into great full manner.
Quality management and supervision: Employee never leave the job when they get
good working environment for work. Having good quality management and working
performances will help company to meet out the employee’s satisfactory results and make the
long-term goals.
Having good quality of work will help to motivate employees towards good performance
that helps Imperial hotel to sustain the full records and shifts of employees. Satisfied employees
will always contribute their best work for the satisfaction growth for managing work in an
efficient manner (Koc and Bozkurt, 2017). In order to build the best outcomes and results it helps
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to motivating the effective learning material goals and best product outcomes for the study
managing goals. Employees are the asset of the organisation that affect the long lasting or
managing work into more appropriate this work into more appropriate manner and goals. In
other words, employee’s satisfaction is the main concern or issues in Imperial hotel this makes
the best new managing work into more appropriate manner. Moreover, training and continuous
self-improvement is the long-lasting range of development.
Training and continuous self improvement
Training and continuous self improvement is the very necessary task to be performed by
the company to enhance the level of effective performance goals. on the other hand, it also helps
to improve the long-lasting growth in within the work of employee’s motivation. Training and
continuous development will help employees in Imperial hotel that adopted in a long-lasting
manner. Besides, regular training of housekeeping staff will more helpful for them to learn
something new or to get satisfied with the performance of company.
Regular training to promote upskilling when job requirement change is invaluable for
improving employee morale (Ohunakin, Adeniji and Akintayo, 2016). This will help to reduce
the employee dissatisfaction results from Imperial hotel. This strategy will help company to
reduce the employee turnover and employees retaining in the long term.
By applying this above strategy, Imperial hotel would have been reduced the cost of
recruiting employees from third party. Strategies also helps to improve the company productivity
and operational efficiency of work.
In order to enhance the employee sustaining, Imperial staff start given staff incentive
schemes to improve work quality. In such schemes includes different thoughts and make the
work more effective and challenging to upgrade the level of long lasting opportunity and goals.
apart from that, employee turnover is the long-lasting working performance to work into more
effective manner.
This overlook and manage the work and effective manner and also make the process
more challenging and effectively working accordingly.
Applying employee motivational theories and concept
Motivation is the most required process which makes the best outcome results and
effective working task. Motivational concept and theories will help to continue the employee
satisfaction and retaining the further concept or goals. In order to enhance the employee
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motivation and improve the work efficiency, it is required to enhance the work accordingly.
Imperial hotel should need to acquired motivational theory to build up the long-lasting goals.
Herzberg’s Motivation theory
Frederick Herzberg hygiene theory is the two-factor theory or the motivator hygiene
theory that affect the overall theoretical challenging task. This model of theory will be describing
the two-factor theory which is given below:
Hygiene factors: Hygiene factors are those job factors which are essential for existence of
motivation at workplace. These do not lead to positive satisfaction for a long time. Apart from
that, it is required to make the best approachable result and managing work accordingly. At some
level of situation, some employees are satisfied with the charges and long lasting goals
management (Sanjeev and Surya, 2016). Through this hygiene motivational factor housekeeping
department will get satisfied and perform their work in a productive manner. This motivational
factor includes some attributes given below:
Pay: Salary is the best concern for all employees, they always want good salary and
incentives from the company. Salary is the most benefited and higher motivational tool through
company can make good impression in front of their employees. It must be equal and attractive
to those employees in the same industry in the same domain because it leads the chances of
employee turnover.
Company Policies and administrative policies: This is another motivational tool in
employee motivation that helps to keep the company performance or getting high operational
returns and goals. In other words, Imperial Hotel should need to introduce some good changes in
the business to get the attraction level or employees. This will help to motivate all employee and
long lasting behavioural task performance. This will work more effectively and well long-lasting
results. In other words, it makes the new and long-lasting working performance (Shamim and
et.al., 2017). Apart from that, motivational factor is the long-lasting factor that makes the good
impact on the overall developmental goals and make the higher opportunity and task. Moreover,
it brings new managing opportunity that affect the best goals and opportunity that make good
impact on the overall performance.
Fringe benefits: This is another factor of hygiene that motivate the employees into great
performance. In these benefits, Imperial Hotel should need to adopt best developing goals and
new managing effective performance task.
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Motivational factors: This is another factor that motivate employees into more efficient
manner. Hygiene factors cannot be the factor of motivation. Apart from that, it brings new
managing work and long-lasting work performance in order to build the new managing goals.
motivational factor includes, recognition, sense of achievement, responsibility, meaningfulness
of the work etc.
Recognition: by getting recognition and status employees of housekeeping will get
higher level of growth and get good satisfaction results from the company (Wang, Hung and
Huang, 2019). In other words, it would help to recontinue the process and managing the work
into more appropriate manner.
Sense of achievement: by applying this motivational factor on employees will also
getting high satisfactory outcomes from employees.
CONCLUSION
On the basis of above report, it has been concluded that, motivation of employees is very
much crucial for the company in order to maintained the company cost and customer
satisfaction. Employees are the foremost source for the company. Study discussed the issue of
Imperial Hotel and described some motivational theory and guide towards the improvement of
performance and managing the company operational cost.
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REFERENCES
Books & Journals
Alshmemri, M., Shahwan-Akl, L. and Maude, P., 2017. Herzberg’s two-factor theory. Life
Science Journal. 14(5). pp.12-16.
Ariza-Montes, A. and et.al., 2017. Incidence of workplace bullying among hospitality
employees. International Journal of Contemporary Hospitality Management. 29(4).
pp.1116-1132.
Atkinson, C. and Stutes, S., 2018. THE EVALUATION AND MANAGMENT OF DOCK8
DEFICIENCY. Annals of Allergy, Asthma & Immunology. 121(5). p.S102.
Heukelom, S. and et.al., 2015. Process managment and Quality Assurance of Intracranial
Stereotactic Treatment. Process managment and Quality Assurance of Intracranial
Stereotactic Treatment, pp.0-141.
Hur, Y., 2018. Testing Herzberg’s Two-Factor Theory of Motivation in the Public Sector: Is it
Applicable to Public Managers?. Public Organization Review. 18(3). pp.329-343.
Koc, E. and Bozkurt, G. A., 2017. Hospitality employees’ future expectations: Dissatisfaction,
stress, and burnout. International Journal of Hospitality & Tourism
Administration. 18(4). pp.459-473.
Ohunakin, F., Adeniji, A. A. and Akintayo, I. D., 2016. Transactional Leadership Style and
Employee Job Satisfaction among Universities' Guest Houses in South-West Nigeria.
Sanjeev, M.A. and Surya, A.V., 2016. Two factor theories of motivation and satisfaction: an
empirical verification. Annals of Data Science. 3(2). pp.155-173.
Shamim, S. and et.al., 2017. Examining the feasibilities of Industry 4.0 for the hospitality sector
with the lens of management practice. Energies. 10(4). p.499.
Wang, S., Hung, K. and Huang, W. J., 2019. Motivations for entrepreneurship in the tourism and
hospitality sector: A social cognitive theory perspective. International Journal of
Hospitality Management. 78. pp.78-88.
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