Imperial Hotel Case Study: Solving Poor Guest Satisfaction Issues

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 problem include rude staff behavior, substandard room quality, long waiting times, and a lack of response to complaints. The analysis links this issue to other problems within the hotel, such as staff attrition, poor housekeeping, stock pilferage, and departmental coordination issues. The suggested actions by Peter Farnsworth, focusing on employee morale and timely responses to customer concerns, are considered useful. Alternative solutions, such as outsourcing hotel operations or organizing a special anniversary event to regain customer trust, are also proposed. The document emphasizes the importance of addressing guest satisfaction to improve the hotel's overall performance and profitability. Desklib provides access to this and other solved assignments to aid students in their studies.

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 to the guests
 The quality of the hotel rooms are not as per the expectation.
 Unnecessary waiting time during check in and checking out in the hotel.
 No respond of complaints and the feedback of the guests.
 Staff in 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)
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).
 Stock is pilfered and no focus on maintain the basic stocks they are required for operation of hotel.
 Difficult for the higher management to control the hotel operations and monitoring.
 It has also effected 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 on the customer issues.
 Take immediate corrective measures against the feedback of 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.
 Organisaised a special anniversary celebration of the Hotel and inviting all the past guest who have 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 best
form of promotion.
Please hand in the completed form at the end of the week 4 seminar to your seminar tutor