Imperial Hotel Case Study: Analyzing & Resolving Guest Dissatisfaction

This case study planning sheet addresses the problem of poor guest satisfaction at the Imperial Hotel, as identified by an external consultant. The core reasons for this issue include rude staff, poor room quality, long waiting times, and a lack of response to complaints. This problem is linked to other issues such as staff morale, housekeeping standards, stock management, and inter-departmental coordination, ultimately impacting the hotel's profitability. The suggested actions by Peter Farnsworth, such as improving employee morale and responding to customer issues, are considered useful. Alternative solutions include outsourcing hotel operations to a third party or organizing a special event to address past negative feedback and improve word-of-mouth publicity. Desklib provides a platform for students to access similar case studies and solved assignments.

Week 4 Seminar – Imperial Hotel Case Study Planning Sheet
The Imperial Hotel Assignment - Formative Exercise
Please complete this form to discuss in the week 4 seminar with your team. Please hand in the completed form on week 5 seminar to your seminar tutor.
Your seminar tutor will review your submission and hand it back to you in the Week 5/6 seminar. The purpose of this planning exercise is for you to begin to understand the complexity of the problem in relation to the other problems in the
hotel. It will also offer a foundation for your ongoing weekly reflections for your final analysis of the management problem for the final report.
Student Name/No:
Group/Seminar Tutor:
Date of submission:
Problem No:
Please state which one of the 6 problems you are addressing
Problem 1: Poor guest satisfaction
 What do you consider the core reasons for this specific problem at the hotel?
Briefly comment (around 50-100 words)
The core reasons at the Imperial hotel are as follows that has analysed by the external consultant.
 The Hotel staff are behaving rudely towards the guests
 The quality of the hotel rooms is not as per the expectation.
 The unnecessary waiting time during check in and check out in the hotel.
 No, respond of complaints and the feedback from the guests.
 Staff is not attending the customer concerns.

 Briefly identify how your specific problem may be linked to any other of the 5 remaining problems identified in the hotel case (Confer with
your team members who investigating the other listed problems)
Briefly comment (around 50-100 words)
A poor grade in the overall customer satisfaction index has severely impacted the profitability of the hotel and all the other departments as per below:
 Staffs are not getting timely pay and increments. This resulting in the high attrition rate in the hotel.
 Housekeeping is not working on as per following the basic standard operating procedures (SOPS).
 The stock is pilfered and no focus on maintaining the basic stocks they are required for the operation of the hotel.
 Difficult for the higher management to control the hotel operations and monitoring.
 It has also affected the operations of the It department severely.
 Poor Coordination among the other department.
 How useful do you consider the suggested actions are proposed by Peter Farnsworth to resolve your specific problem?
Briefly comment (around 50-100 words)
Below steps are to be followed to resolve the issues of poor customer satisfaction.
 The most important is to make high the morale of the employees.
 Creating a system to recognize the efforts of staff.
 Train the staff to respond timely to the customer issues.
 Take immediate corrective measures against the feedback from the customers.

 Consider two alternative ways that this specific problem could be resolved which have not as yet been considered.
Briefly comment (around 50-100 words).
There two alternative ways that are also can be implemented to resolve the issue of poor customer satisfaction.
 Appointing any third party to handle the entire operations of the hotel on behalf of the Imperial Hotel of London.
 Organised a special anniversary celebration of the Hotel and inviting all the past guest who has given negative feedback and giving them special stay
with their family and giving them excellent treatment as per there logical expectations. It will increase their word of mouth publicity that is the best
form of promotion.