Case Study: Analyzing and Resolving Staff Turnover at Imperial Hotel

This case study examines the issue of high staff turnover at the Imperial Hotel, a 4-star London hotel with multiple locations. The report analyzes the problem, identifying causes such as low pay, unstable work environment, arrogant management, lack of training, and limited growth opportunities. It proposes a three-point plan to address the issue, including incentive schemes, training programs, and brainstorming sessions. The case study applies management theories, particularly Taylor's Scientific Management theory, to suggest solutions like competitive salaries, performance-based incentives, and improved training methods to enhance employee motivation and retention. The conclusion emphasizes the importance of addressing employee needs to improve the work environment and reduce turnover.

Case Study

Table of Contents
INTRODUCTION...........................................................................................................................3
ANALYSIS OF THE PROBLEM...................................................................................................3
a) Problem’s likely causes from a management and operational perspective.............................3
b) 3 point plan for resolving the problem...................................................................................4
c) Management and operations theories and principles..............................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Hotel is one of the pioneer organisation which is being made to fulfil customer needs or
want at every point of time and in return of price paid by valuable customer's. For this, co-
ordination and collaboration of each staff person is necessary to develop products or services of
of the hotel and gives satisfaction to customer's needs or wants. In current era, staff turnover is
increasing in the hotel due to low pay and unstable environment throughout entire hotel firm. In
every hotel, this is mainly seen as critical issue for the hotel to stopping of high staff turnover.
for every This detailed report is based on discussion for higher staff turnover as the previous
general manager was realised in the Imperial hotel. Imperial hotel is the London 4 star hotel of
total 500 bedrooms and operates in around 25 cities of the UK. It was found 100 years back and
still continuing its business operation till this date. Agenda of this report is to go for background
of the problem of high staff turnover in approx. around 80 percent employee's leave this hotel by
this year and involvement of new employee is not cost effective deal and it may led to decrease
in the profits and revenue. In addition to this, report will also cover insight of this problem and
discussing management and operational theories.
Along with this, report will being carry discussion on ascertaining relevant solution of an
issue of staff high turnover. In this, critical and concise discussion is prominent to be undertaken
and ascertaining perfect solution.
ANALYSIS OF THE PROBLEM
a) Problem’s likely causes from a management and operational perspective
Hotel is effluent part of the hospitality industry which deals with provision of
accommodation services to people who come from different locations and avail the facilities in
return of a price paid. Expectation is always high of people in respect of room service, checking
in or out, avoid time wastage etc. In context of the Imperial hotel, issue of high employee
turnover is been noticed which is not relevant any-more in context of an employee's arrogant
supervisory & style of management in evidence, unsociable working hours, lack of the proper
and regular training, paying poor pay and less optimistic opportunity for growth & promotion.
Imperial is paying less pay to its employee in comparison to rivalry and due to the lack of stable
culture, staff is feeling less confident about their roles or responsibilities and appearing lesser
involves to work. Moreover, reasons of the high staff turnover is arrogant supervisors,

unsupportive culture, lack of training & induction, poor pay and less level of the opportunities.
Due to all these, staff is being forced to leave this hotel and they have joined their rivalries. They
might have got vice versa of all these issue in other hotel or might be something else. Also,
impact on brand image is severe issue as a result of lack of the staff support and presence. It is
also realised that problem is comes from side of the management and operational perspective
such as they are not responding to their people needs or want in case of desires. Previous general
manager has revealed that in case of a leadership style, autocratic leadership is currently using in
which priority is given to less opinion and guidance from staff people and other sub-ordinates
and which has made to employee's less confident, lesser motivated and being diverted from its
goals or targets. This is the threat for management and operational department of the Imperial
hotel in which focus is bei
b) 3 point plan for resolving the problem
The discussion over the issues faced in Imperial Hotel reflect that the staff turnover ratio
within this entity is extremely high, this is found to be adverse for the hospitality organisation.
This reflects the need for development of effective strategies and plans that can provide
assistance to the entity in overcoming the problems being faced by management of enterprise in
terms of inability to retain staff for a long period of time. Although the management of Imperial
Hotel is already rendering some level of motivation to the corporation yet the staff feels
demotivated and discouraged all the times due to which they prefer it better to leave to work
within the hotel premises. However, it can be seen that the employees are still not encouraged to
be retain in the hotel premises for a long time. This gives rise to the need of a plan to resolve this
issue and ensure effective conduction of operations to timely attain business objectives and gain
maximum satisfaction from the guests. Thus, the management has made a plan consisting of 3
strategies to deal with the issue in an effective way, as follows:-
 To counter the issues, the management of Imperial hotel has decided to come up with
incentive scheme for the employees owing to which they will get motivated and
facilitated to perform in a better manner. This drives a sense of enthusiasm and energy
within them to carry out the business activities as per the requirements of organisation so
that entity can attain a competitive edge in market place. The incentive scheme for staff
consists of “employee of month” for which the selected employee will be rewarded with
£200. This reward is also available for each and every department for a price of £50. This

incentive scheme being launched by management of the respective hotel indicates that the
enterprise is undertaking steps in order to motivate the employees in an adequate manner.
 Yet another strategy that is proposed by the management in this regard is to provide
training to employees so that they are equipped with all the essential skills, tactics,
characteristics and traits. Further, with the help of training,workforce will be able to gain
knowledge of the manner in which tasks have to be carried out as per the requirements of
Imperial Hotel.
 The employees will be further motivated by way of holding brainstorming sessions
whereby their views and opinions will be duly taken into consideration and then a
strategy would be devised for the betterment and development of the respective hotel.
This will generate a sense of empowerment among employees owing to which they will
be devoted to delivery of high quality and efficient performance for the success of entity.
The above mentioned plan will assist Imperial Hotel to ensure that the quality of services
have been enhanced along with the increment in morale of employees. furthermore, it will aid in
inflating the operational efficiency along with the individual productivity so that the employees
can be motivated and thereby retained within the organisational premises for a long period of
time.
c) Management and operations theories and principles
The plan that is made above to resolve the issue being encountered within the
organisational premises of Imperial Hotel can further be resolved with the help of use of
management theories. With this, the management of the respective entity can make sure that the
operations of employees is as per the organisational requirements within the modern as well as
hyper competitive market place. Several theories pertaining to management prevail yet it is
essential for an entity to ascertain the most suitable and appropriate forms of principles as well as
theories in order to ensure that the demands of customers are met. Also, when employees are
communicated the organisational requirements, they get motivated to execute their business
performance in alignment with the needs of entity so that corporation can attain growth and
success in market place. In this regard, it can be said that Scientific theory of management
devised by Taylor would be suitable to inflate the level of motivation prevailing within the
workforce of the respective hotel.

Scientific theory of management: As per the viewpoint of Taylor it has been evaluated
that money acts as an one of the most important factor with the help of which employees can be
effectively motivated. In addition with this, by providing them monetary benefits organisation
can able to retain them for long duration of time. Thus, it becomes essential for a company to
take advantage of numerous form of strategies with the help of which organisation can attract
employees towards organisation in more loyal way. In order to satisfy monetary benefits to
employees organisation is taking advantage of Differential piece rate system as to provide best
effective form of wages to workforce. Along with this, it has been evaluated that if the work
done by employees are higher as compared to the set standards by organisation then there is a
requirement for company to pay them 120% normal piece rate. With the help of this
organisation can effectively able to retain there staff for long duration of time. In addition with
this by providing them benefits like this organisation can able to increase sense of motivation
among there employees then lead towards performing their roles and targets with more
handwork and enthusiasm. It has been evaluated that organisation is facing situation of high
employee turnover thus, in this situation it is essential for company to consider various factors
with the help of which they can retain employees for long duration of time. By considering this
company can not only able to strengthener their image in external marketplace but can able to
simultaneously increase overall productivity and profitability of company. There are different
types of employee retention techniques with the help of which Imperial Hotel can able to
effectively retain their employees for long duration of time. Some of the effective techniques
which are required by the respective hotel to duly consider include, salary and benefits must be
competitive in order to retain employees for a longer duration of time period. The other factor in
this theory is that the workers whose efficiency is not in accordance with the devised standards
under this theory are given 80% of normal piece rate. This tends to facilitate employees by
instilling a sense of energy, zeal to drive them to work towards the accomplishment of
organisational goals and objectives within Imperial Hotel.
Scientific management consists of some principles inclusive of motion as well as time
study whereby a study is carried out to ascertain ways in which job can be executed. Thus theory
proposes “Teach, Train & Develop” by way of improvised methods. For instance: management
of Imperial Hotel can bring about new and unique technologies in order to facilitate faster and
efficient working as per the requirements of entity. Further, management should involve

employees while formulation of decisions and before finalizing any strategy. When employees
will be fairly treated, a sense of self esteem and respect will be generated that will lead them to
work as per the set standards.
CONCLUSION
On the basis of preceded discussion and analysis, it can be said that it is essential for the
management of hospital organisation to take into account the needs and demands of employees
within due course of time in order to duly provide for them. Further, it has been analysed that the
respective company is undergoing the issue of high employee turnover. In this regard, the hotel
is making a 3 point plan consisting of 3 strategies to deal with the issues. In addition to this,
Scientific Theory of Management is taken into use in order to motivate the workforce to perform
as per the requirements of organisation.

REFERENCES
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performance. Routledge.
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