Imperial Hotel Case Study: Analyzing Leadership and Management Issues

This case study examines the Imperial Hotel, a UK-based hotel chain, and identifies key leadership and management problems hindering its operational efficiency. The report highlights issues such as ineffective leadership, poor management practices, and high employee turnover. A SWOT analysis is presented to evaluate the hotel's strengths, weaknesses, opportunities, and threats. The study then proposes solutions, including improved recruitment strategies, competitive compensation packages, employee development programs, and enhanced employee engagement initiatives. Furthermore, the report emphasizes the importance of effective monitoring and supervision systems, including the use of rating scales, 360-degree appraisals, and integrated communication systems. The conclusion underscores the need for the hotel to address these issues to achieve its organizational goals. This comprehensive analysis provides valuable insights into addressing leadership and management challenges within the hospitality sector.

Imperial Hotel Case
Study Planning Sheet

Table of Contents
INTRODUCTION...........................................................................................................................3
Problem 4 Ineffective leadership and management by previous heads of department and
supervisors...................................................................................................................................3
CONCLUSION................................................................................................................................7
REFERENCE...................................................................................................................................8

INTRODUCTION
Leadership and management played a prominent role in the success of each and every
business unit. An effective leadership helps to provide a mission and vision which can make a
future direction of the company. Management is focused on the implementing of marketing plan
and strategies and effective use of organizational resources (Armitage. Marschke. and Plummer.
2008). The present report is based on Imperial hotel which is one of the leading hotel chain in the
United Kingdom. The purpose of this report is to identify various problem in order to operate
their business activities. So that the new manager can use various strategies and tactic in order to
attain their organizational goals and objectives.
Problem 4 Ineffective leadership and management by previous heads of department and
supervisors.
Hotel industries is one of the attractive and competitive sector for every company. There
are various problems which can be faced by them which can be related with the lack of
leadership, ineffective planning, poor management etc.(Armstrong.and Taylor. 2014). which can
leads to decrease the productivity and profitability of the company. In the context of Imperial
Hotel, there are various issues which can faced by the new manger. Therefore, they required to
improve their services and solve their problems effectively. But before manager going ton start
the solution, they required to conduct a SWOT analyses which can help to know their skills and
capabilities and also weaknesses and threats which can help to attain their goals. There are
SWOT analyses of Imperial Hotel as given below:
Strength The company is having good booking rate approx. 90 percent.
They having skilled human resource which can help to dealing with their
customers (Avey. Luthans. and Jensen. 2009).
The firm is have a good brand name which can provide a competitive edge over
their rival companies.
Weakness High rate of employee turnover which can increase their overall revenue.
The staff are not satisfied with the higher authorities.
Lack of management and administration which can promote misuse
organisational resources.
Ineffective leadership which can adverse impact on the business operations.

Opportunitie
s
They can looking in to various emerging market such as India and China which
can provide good opportunities.
Threats Small and medium enterprise are coming in hospitality sectors which in increase
competition (Bakker. and Demerouti. 2007).
Large number of multinational corporations also coming in to the UK market
which can make market more competitive and reducing Imperial market share
and profitability.
There are various problems which faced by the Imperial Hotel specially for the issues related
with the human resource. The main problem in the hotel is the staff turnover which can be
evaluated and analyses by the new manager of the organisation (Black. Clemmensen. and Skov.
2010). In order to overcome such issues they required to change their policy and use innovative
tools and techniques as given below:
Hiring the right people: This is significant task which should be followed by the company. The
newly appointed manager required that careful analyse and evaluate all sources of recruitment
such as internal and external. It can help in selection of right people form the workforce pool.
The manager of cited business organisation must communicate with the HR department and
interact with with on this specific issue. They can also make a effective recruitment procedure
which can help in choosing best people among the potential candidates. The firm having limited
operations, so that they can also contact with the recruitment agency (Boxall. and Macky. 2009).
They having full information and data about the applicants. It is also a cost effective methods of
recruitment. Interview and vet candidates carefully, not just to ensure they have the right skills
but also that they fit well with the company culture, managers and co-workers.
Setting right compensation: This is another approach which can be used by the HR manager of
Imperial hotel in order to reducing their staff turnover problems. In this approach, they can
focused on the employees compensation and benefits. Human resource is the valuable asset for a
company because it can help in achieving the organisational goals and objectives. So that, it is
responsibilities of the HR department is to provide right compensation and pay benefits to them.
It can leads to increase motivation and confidence of an individual which can increase the
productivity and profitability of the company (Boxall. and Purcell. 2011). Review compensation
and benefits packages at least annually. Pay attention to trends in the marketplace and change

their pay structure accordingly. It can help to retain their employees with the organisation in the
long term.
Personal and professionals Development: Manager of Imperial Hotel is required that to
focused on the individual personal and professional development. The major problem in the hotel
is the unskilled workforce which can leads to increase customers un-satisfaction Therefore, the
cited business unit required that to provide proper training and development for their staff on
regular basis which can leads to increase customer satisfaction level and also developing their
personal and professional skills and capabilities (Collings. and Mellahi. 2009). There are two
ways which can be used by the company. On the job training is is a contemporary method to
give training to their employees. When a candidate is selected in the organisation, they have
directed posted in their job profile and after it departmental manager helps them in their work.
Most of the hotel companies are using this style because it has less investments and more
productions. The another one is off the job training which is not generally used by the hotel
companies.
Employee's engagement: Employee's engagement is a approach which can used by the HR
manager in order to attain firm's goals and objectives through motivation and other tools.
Employees need social interaction and a rewarding work environment. They need respect and
recognition from managers, and a challenging position with room to learn and move up (Chen.
and Huang. 2009).
Employee's relation: Employment relationship is the named as the industrial relations. Basically
employment relation is based on the relations between the employers and the employees of the
organisation. Employee relations is concerning on the both individuals and collective
relationships in the workplace, this is taking a stress on the establishing trust based relationship
with employees. In the context of the Imperial Hotel, employees are the staff members of the
hotel who are working in it, to serve the a quality service to their guest. Imperial Hotel managers
and owners are the employers and they are giving the salaries and incentives as a remuneration
on the basis of their performance. This is a fact which examines the concept of the relations
within the context of the fall of industrial relations (Dowling. 2008). This is the theory which
helps to know about the employee's and employers relations and their potential to attain the
targets of the organisation.

It is essential for a business entity is to improve their monitoring and supervision techniques in
order to provide services to its customers. An effective monitoring system can help to enhance
efficiency and productivity within the organisation. In the context of Imperial Hotel, the main
issue which determine by the new manager is that poor supervision and monitoring procedure.
Now they wants to make an effective monitoring process which can solve their problems in
effective manner (Guest. 2011). There are various ways which can be used by the cited business
company as given below:
Develop specific forms of measures: This is one of the best method where the HR manager can
create the specific measurement standards to their staff. They can set the targets for an individual
employees on the basis of daily, weekly orb monthly. At the end of the period they can figure out
their standards with the actual output. It can also helps in to the performance appraisal of an
employee's.
Develop accountability system: This is another method where the HR manager is assign the
different role and set the accountability for each and every employee's of the company. They can
set their targets and provide them to resources in order to attain these goals in a period of time. If
a staff can not attain their target they can ask about their issues or factors. It can help to develop
a competitive environment within the organisation which can help to meet the future challenges
effectively (Halpern. and et.al., 2008).
Create a open work environment: In this approach HR manager can build a sound and positive
working environment at the workplace. For this they can use various tools. For example, The
manager of Imperial Hotel can involve their staff in the decision-making process which can
enhance their confidence and motivation level and they feels loyal to the cited business
organisation. Apart form that, they can also use open door policy where the staff of the company
can shared their ideas and suggestions to the management. It can boost their morale which can
increase firm's productivity and performance in a effective manner.
There are various monitoring tools which can be used by the business organisation as given
below:
Rating scale: It is a evaluation system which is focused on the employee's performance and
assign rating to the individual person according to its performance and productivity. This
approach is easy to understand for each and every person (Kang. and Snell. 2009). This tools is

used for all level of staff of Imperial hotel. The performance appraisal easily can be done by the
business organisation.
360 degree appraisal: Most of the business organisation focused on the employee's growth and
development by using 360 degree approach. This is used by the most of the business unit through
getting feedback of a particular employee's from all departments and supervisors of the firm
(Human Resources Management – VnResource HRM Pro Overview. 2016). This is the most
comprehensive appraisal where the feedback about the individual performance and its behaviour
comes from all sources which are connected them him.
Apart from that they also required to improve their communication system between functional
department of the company. For this, manager of Imperial Hotel can use an integrated
information system within the business unit. They can use computer system which can help to
implementation their monitoring plan, supervision system and control process in the cited firm.
Such kind of system can be installed form the strategic level to operational level and the tactical
level. The major advantage of such system that, the higher authorities can easily monitor each
and every staff at any time. It can also improve their appraisal system which can overcome the
confusion between the employees regarding their performance (Soft and Hard HRM, 2015). An
integrated communication system increase the interaction between various department such as
HR, finance, sales etc. which can leads to increase coordination and cooperation and also create a
sound relationship between them. It can also improve the decision-making process of the
manager because they have all relevant and updated information and data which are required to
make a decision. Human resource information system is useful for the human resource
management and monitoring system in the cited business unit. So that they can attain their goals
and objectives effectively.
CONCLUSION
As per the above mentioned report it has been concluded that there are various problem
which faced by the Imperial Hotel. These problems can be included ineffective leadership, poor
management and lack of supervision and monitoring and control process. This report described
about the SWOT analyses of the cited company and the ways which can help to improve firms
productivity and performance so that they can attain their organisational goals and objectives
effectively.

REFERENCE
Books and Journals
Armitage. D., Marschke. M. and Plummer. R., 2008. Adaptive co-management and the paradox
of learning. Global environmental change. 18(1). pp.86-98.
Armstrong. M. and Taylor. S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Avey. J. B., Luthans. F. and Jensen. S. M., 2009. Psychological capital: A positive resource for
combating employee stress and turnover. Human resource management. 48(5). pp.677-
693.
Bakker. A. B. and Demerouti. E., 2007. The job demands-resources model: State of the art.
Journal of managerial psychology. 22(3). pp.309-328.
Black. D., Clemmensen. N. J. and Skov. M. B., 2010. Pervasive Computing in the Supermarket:
Designing a Context-Aware Shopping Trolley. International Journal of Mobile Human
Computer Interaction (IJMHCI). 2(3). pp.31-43.
Boxall. P. and Macky. K., 2009. Research and theory on high-performance work systems:
progressing the high-involvement stream. Human Resource Management Journal.
19(1). pp.3-23.
Boxall. P. and Purcell. J., 2011. Strategy and human resource management. Palgrave Macmillan.
Chen. C. J. and Huang. J. W., 2009. Strategic human resource practices and innovation
performance—The mediating role of knowledge management capacity. Journal of
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Collings. D. G. and Mellahi. K., 2009. Strategic talent management: A review and research
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Dowling. P., 2008. International human resource management: Managing people in a
multinational context. Cengage Learning.
Guest. D. E., 2011. Human resource management and performance: still searching for some
answers. Human Resource Management Journal. 21(1). pp.3-13.
Halpern. B. S and et.al., 2008. A global map of human impact on marine ecosystems. Science.
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Kang. S. C. and Snell. S. A., 2009. Intellectual capital architectures and ambidextrous learning: a
framework for human resource management. Journal of Management Studies. 46(1).
pp.65-92.
Online
Human Resources Management – VnResource HRM Pro Overview. 2016. [online]. Available
through<http://vnresource.vn/en/giai-phap/phan-mem-quan-ly-nhan-su?
gclid=CJrMheDvw9ACFZAPaAodI9EOhw>. [Accessed on 26th March 2017].
Soft and Hard HRM. 2015. [online]. Available
through<http://www.tutor2u.net/business/reference/soft-and-hard-hrm>. [Accessed on
26th March 2016].