Imperial Hotel Employee Turnover Report: A Management Perspective

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INTRODUCTION TO MANAGEMENT

TABLE OF CONTENTS
Introduction..................................................................................................................................................1
Analysis of the individual problem..............................................................................................................2
Conclusion...................................................................................................................................................7
References....................................................................................................................................................8

LIST OF FIGURES
Figure 1: Vroom expectancy theory............................................................................................................3
Figure 2: Herzberg theory............................................................................................................................4

Introduction
UK is the country known for its well hospitality around the globe as it includes large number of hotels at
every major corner. In that, Imperial hotel is the leading hotel operating worldwide. It has the big brand
chain with the rating of 4 stars allocated at different places. With the passing of years, the operations,
activities and decision making has to be changed due to dynamic environment. Presently, Imperial hotel
has been fighting against the several workplace issues that influence directly the operations of business.
One of the issues seen is employee turnover at high rate in major departments that directly impacts the
customer satisfaction. The turnover of the employee is connected with the percentage of the employee
leaving the job because of any reason (Mowday et.al. 2013). The issues identified are poor culture in
working, improper training, ineffective management style use at the workplace that force employees to
leave the jobs.
The productivity of the business is also minimizing due to customer dissatisfaction and higher turnover
results which is lowering down the morale of existing workforce and creating stress on them. The
market goodwill also gets impacted and on this account, management is needed to make strong decisions
to meet the situation likewise. The corrective solutions are needed to be determined to increase the
morale by giving healthy working conditions ultimately lowering down the employee turnover.
However, study will throw the light on understanding of individual issue and giving solutions through
the use of management theories on it.
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Analysis of the individual problem
Review of management theory
The reduction in employee number is connected with the turnover occurring voluntary when individual
has decided to leave his or her job due to any issue that can be personal or professional that gives
dissatisfaction finally. Employee turnover results into extreme cost at individual and organization level
both. It majorly raises costs like staffing cost, training cost and recruitment cost for workforce
management. The turnover is highly in the front office department in the Imperial Hotel. The improper
use of plans and policies has been noticed in the hotel management due to which employees are not
seem to be happy with the workplace conditions especially. In addition, the induction cost is kept on
increasing due to change in employees are consistent (Hom et.al. 2017). The budget and staffing cost is
also running out highly for the Imperial Hotel. These problems are directly influencing the service
quality of the hotel and customers or visitors are not satisfied with the services shown their non
acceptance for further visit to the hotel.
According to scientific management theory given by Taylor, that give information about the
management of operations and carrying out the changes at the workplace. This approach helps in
workflow assessment and process management in the useful way to eliminate the activities that are not
beneficial for the organization in offering the effective customer service. On this theory, employees are
needed to hear and see the manager’s actions (Waring, 2016). Furthermore, this theory recommends that
every business department requires strict manager that undertook the whole operation of the particular
department. In the hotel, every manager shall consider in their department the working conditions,
proper technological use, offering scientific solution to the workforce training along with those financial
increments shall be offers to the employee’s who have performed extremely well and to increase the
morale of the workers to show their higher efficiency for achieving customer satisfaction.
The second theory comes is Vroom expectancy theory that says that the human competency shall be
linked with the expectancy strength that will be seen through relevant outcome and its attractiveness.
Furthermore, individual motivation changes according to the circumstances that influence the end
results. But the changes in individual perspective because of change in certain working conditions will
lower down the employee competency. In the case of Imperial hotel, high turnover and customer
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dissatisfaction is happening due to the poor condition in working, low motivation, low payment criteria
and unaware benefits (Lloyd and Mertens, 2018). This theory says that the workplace conditions shall be
according to the workforce expectation level for getting higher productivity.
Figure 1: Vroom expectancy theory
(Source: Knowledge Grab, 2019)
The employee’s initiatives are dependent on expectancy level. This expectancy can transform to be
negative if the employees are not being satisfied in the hotel. On this, rewards are significant component
that employee is highly get attracted (Miner, 2015). This theory reflects the transparent link with the
employee’s efforts that outcome into useful performance and rewards to increase the morale level.
At the end, the use of Herzberg theory can also be done that is two factors theory focuses of
satisfaction of employee. Motivation factor and hygiene factor are the two factors of this theory.
Motivation factor drive’s employee motivation and hygiene factor links with the employee’s
dissatisfaction. The growth opportunities, responsibilities, promotions, achievements and recognition
come in the motivation factor. While, physical working conditions, quality supervision, relationships,
job security and policies come in hygiene factor. The two factors are not opposite to one another and it
shows that if dissatisfaction in the employee is seen on context of working conditions that they will
show their lower performance (Matthews’s et.al. 2018). The working conditions which are unpleasant
show the higher turnover. The employees quickly believe that their performance is not valuable as they
not getting advancement and growth in their life. However, the role of strategies of retentions is needed
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to be in place for getting satisfaction of the hotel staff. These strategies can be used through mentioned
motivational factors that will result into managing the turnover of employee at workplace.
Figure 2: Herzberg theory
(Source: Motivating Employees, 2019)
Moreover, the mentioned theories recommended are important in understanding the managers and their
needs in case of hotel Imperial. For instance: turnover increment can be managed usefully through
giving effective working conditions with the expectancy level of workforce that will outcome into high
employees performance to give more satisfaction to customer. On the other side, Herzberg motivation
theory is dependent on motivational factors that result into greater workforce retention (Herzberg, 2017).
In whole, Imperial hotel requires managing the conditions of workplace and advantages are needed to
retain the employees.
Solutions to the specific problem
There are various strategies of retention that are needed to be taken by the hotel Imperial in terms of
staff turnover reduction. The below mentioned are the strategies:-
Workplace flexibility: The manager of the hotel is needed to create the appropriate design in context with
the timings as per the shifts suitable to the workforce. The paid holidays shall be given to the employees
so that they can spend their time with the family and maintaining the work life balances. The employees
with the flexibility will be satisfied physically and mentally for long run. In this, employees shall be
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offered the right to take the slot of working according to their convenience (Hongvichit, 2015). The
flexibility example is employees should be given flexibility to leave one day earlier to raise their morale
and to manage the long time sustenance.
Workplace culture: For offering the value to the customers and employees, the organization culture has
to be modified in Imperial hotel. It is needed to include the staffs in decision making and equal
opportunities should be offered to every employee. Working in team shall be made mandatory so that
employee can be understood one another and relationships can be created. It will also create positive
relations in the workforce.
Transportation facilities: in hotel especially employee’s work in late night shift or their jobs is of longer
hours. Due to this, it is important for the organization to provide the conveyance facilities to the
employees so that they can safely travel at night (Al Mamun and Hasan, 2017). This concern will make
the employees happy and they will also work overtime in case of peak season and retention of
employees will also be received to the Imperial hotel.
Suitable rewards and incentives: The organization should offer salary according to the industry
standards fixed by the regulations. The hotel offers less salary to the employees coming from European
Union that create the pressure to leave the job soon. Therefore, to manage the employee turnover
organization should offer timely opportunities and incentives on meeting the appropriate targets and
work performance of the employees. On this concern, the role of manager is to examine every employee
performance and promotions shall be given to them for the next level. The direct employee’s motivation
can be achieved by hard work but it can be possible only when the manager make certain plan for
meeting the targets.
Performance improvement: The staff’s performance shall be required to be managed for getting the
objectives efficiently. The manager’s involvement will be conducted with the employee’s activities and
right instructions to meet the direct outcomes. On the other side, consistent training to employees will
increase customer satisfaction and managers make sure that proper distribution is done to meet the
employee needs (Noe et.al. 2017). The employees shall be allowed to give their reviews on the work
allotted to them and they are satisfied with their jobs or not.
Hence, from the above options implementation the productivity and retention can be increased that
ultimately reduces staff turnover.
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Justification of presented solutions
Due to high turnover, it is majorly needed by the managers of every department to mainly use the
various options to get higher performance in working. It can be majorly evidenced from the study that
motivation is the significant factor that allow the staff to work hardly and get the appropriate satisfaction
level. In addition, the options will basically relate to increase in productivity of the employees along
with raising the morale of the employee. In reduction of turnover of staff, the hotel can give
opportunities for career development that makes the employees to retain in business (Nawaz and Pangil,
2016). By analyzing the opportunities at workplace along with satisfaction the employees will their own
consider the decision to meet the objectives for long time. However, suitable training shall be offered to
the employees of Imperial hotel to give them more satisfaction at the consumer end. The requirement of
monitoring is also to be carried out as an option for serving sufficient employees freedom that may
result into the troubles with moving the employees far behind from objectives.
However, the provided recommendation is effective and will offer the productive objectives with respect
of raising the market reputation and increasing satisfaction of the customers (Tongchaiprasit and
Ariyabuddhiphongs, 2016). The only efforts that the managers needs to execute the plan in the most
suitable way.
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Conclusion
According to analysis of the study report, it can be summarised that turnover of employee is the serious
consequence that is minimizing the hotel Imperial success. It is needed by the managers of the
organization to carry out the strong decision making related to the management of workforce
satisfaction. Employee turnover issue not only impacts the profits of the business but it entire it outcome
into reduced morale of staff (Hom et.al. 2017). It is most crucial to make the employee’s stay for longer
time as they gain understanding and knowledge for the objectives of the business.
According to the theory of Herzberg, the accomplishment of the human wants gives them more satisfied
at the workplace and they manage the big term connection with the organization. Reward and incentives
are offered on the basis of performance that is highly recommended to the Imperial hotel for reducing
the turnover of employees. Better workplace culture, systematic pays and other additional payments and
benefits are to be implemented as part of better management (Miner, 2015). The most significant asset
of the organization is the employees that are required to be encouraged for meeting the goals of the hotel
with respect of raising the experience of the customer that ultimately raise the sales figure. The hotel
Imperial has to give such services that give them distinct identity in contrast with competitors that will
support in retention of employee.
From the whole study, it can be clearly identified that hotel has to make some quick decisions to meet
any negative influences of turnover of staff. Positive outcomes can be seen with respect to long time
sustainability in the market by raising the employee efficiencies. In nutshell, healthy working conditions
at the workplace must at top most priority to meet the high turnover in Imperial Hotel.
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References
Books and Journals
 Al Mamun, C.A. and Hasan, M.N., 2017. Factors affecting employee turnover and sound
retention strategies in business organization: A conceptual view. Problems and Perspectives in
Management, 15(1), pp.63-71.
 Herzberg, F., 2017. Motivation to work. Routledge.
 Hom, P.W., Lee, T.W., Shaw, J.D. and Hausknecht, J.P., 2017. One hundred years of employee
turnover theory and research. Journal of Applied Psychology, 102(3), p.530.
 Hongvichit, S., 2015. The research progress and prospect of employee turnover
intention. International Business Research, 8(6), p.218.
 Lloyd, R. and Mertens, D., 2018. Expecting more out of expectancy theory: History urges
inclusion of the social context. International Management Review, 14(1), pp.24-66.
 Matthews, B., Daigle, J. and Houston, M., 2018. A dyadic of employee readiness and job
satisfaction: does there exist a theoretical precursor to the satisfaction-performance
paradigm?. International Journal of Organizational Analysis, 26(5), pp.842-857.
 Miner, J.B., 2015. Expectancy theories: Victor Vroom, and Lyman Porter and Edward Lawler.
In Organizational Behavior 1 (pp. 110-129). Routledge.
 Miner, J.B., 2015. Organizational behavior 1: Essential theories of motivation and leadership.
Routledge.
 Mowday, R.T., Porter, L.W. and Steers, R.M., 2013. Employee—organization linkages: The
psychology of commitment, absenteeism, and turnover. Academic press.
 Nawaz, M. and Pangil, F., 2016. The relationship between human resource development factors,
career growth and turnover intention: The mediating role of organizational
commitment. Management Science Letters, 6(2), pp.157-176.
 Noe, R.A., Hollenbeck, J.R., Gerhart, B. and Wright, P.M., 2017. Human resource management:
Gaining a competitive advantage. New York, NY: McGraw-Hill Education.
 Tongchaiprasit, P. and Ariyabuddhiphongs, V., 2016. Creativity and turnover intention among
hotel chefs: The mediating effects of job satisfaction and job stress. International Journal of
Hospitality Management, 55, pp.33-40.
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 Waring, S.P., 2016. Taylorism transformed: Scientific management theory since 1945. UNC
Press Books.
Online
 Knowledge Grab, 2019 (Online) [Accessed through] <
http://knowledgegrab.com/learners-zone/study-support/performance-management-review/
framework-introduction-to-hrm/vrooms-expectancy-theory/> [Accessed on 3rd July, 2019]
 Motivating Employees, 2019 (Online) [Accessed through] <
https://courses.lumenlearning.com/wmintrobusiness/chapter/reading-two-factor-theory/>
[Accessed on 3rd July, 2019]
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