Imperial Hotel London: Addressing Management Issues - BUS020C414S

This report analyzes the management issues at the Imperial Hotel in London, focusing on declining service quality, high employee turnover, and internal conflicts. The report identifies ineffective communication, a negative power culture, and personality clashes as key factors contributing to these problems. It suggests implementing effective communication strategies, conflict management techniques, and employee engagement activities to improve the working environment and employee morale. The report also emphasizes the importance of training and development programs to enhance employee skills and customer service, ultimately aiming to improve customer satisfaction and the hotel's financial stability. The application of democratic approach by consulting the staff of the organization is also highlighted for efficient management.

Running head: MANAGEMENT
Management
Name of the Student
Name of the University
Author Note

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Introduction:
The importance of the effective management of the business operations and the
alignment of the scientific techniques of the business management to the operations of the
business organizations are seen to be crucial in the effective management of the business
operations of the modern business organizations (Jones 2013). Adding to this, the impact of
the competition in the hospitality industry is seen to be a major concern for the organizations
operating in the mentioned industry. The significant amount of benefits that are up for grab in
the mentioned industry from the part of the governments and the customers of the
organizations in the form of the relaxation from the strict implementation of the legislation
along with the increment in the generation of the profit for the organizations as a result of the
repetitive purchases from the part of the customers of the organizations are seen to trigger
many of the modern business organizations in considering their entry into the hospitality
industry (Posey, Roberts and Lowry 2015).
As a result, the application of the competitive pricing policy is seen to be an important
strategy for the organizations in the effective management of the competition. Adding to that,
the significant increment in the intensity of the competition has forced many of the
organizations to consider the scope of improvement of their service quality (Posey, Roberts
and Lowry 2015). The paper is focused in the elaboration of one such organization in the
form of Imperial Hotel of London which is seen to experience a major mismanagement in
their services and are trying to revive from the impact of the mismanagement. Adding to that,
the paper provides a brief overview of the chosen organization in terms of their facility and
analyses the range of the issues that the organization is facing in the effective management of
the front house staff operations. The paper provides important inputs for the efficient
management of the issues that are associated with the operations of the front house staffs.

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Overview of the Organization:
The chosen hotel belongs to a 4 star rated international hotel chain named as Star
Hotels. The parent organization of the mentioned hotel is one of the largest hotel chain in the
global hospitality industry in terms of the generation of the revenue and that is pretty evident
with the significant development of the mentioned hotel, conducted from the part of Star
Hotels (Imperialhotels.co.uk 2019). Star Hotels is currently operating 25 hotels in the city of
London and the Imperial is one of them (Imperialhotels.co.uk 2019). Adding to this, the
mentioned hotel is currently having 500 bedroom with the attractive en-suite facilities, 12
conference rooms for the business meetings and conferences, 3 bars and 4 restaurants for
providing the optimum quality experiences to the customers with the consumption of the
foods and the beverages (Imperialhotels.co.uk 2019). Apart from this, the hotel authority is
able to improve the conference facilities to accommodate 1000 people at a time and along
with that, they are able to include the leisure centre along with the facility of the swimming
pool (Imperialhotels.co.uk 2019).
Problem Description:
Even after developing the infrastructure and incorporating the presence of modern
technology and the innovative solutions to the infrastructure of the hotel, the mentioned hotel
was seen to face a significant a loss. This triggered the parent organization to analyses the
condition of the mentioned hotel. The result of the evaluation confirmed the significantly
decreasing quality of the services of the employees of the chosen hotel which was pretty
evident with the fact that the mentioned hotel was at the lowest position in the rating of the
customer satisfaction amongst all the hotels managed by the parent organization with a score
of mere 60%. The poor performances of the employees of the organization was seen to have a
detrimental impact on the financial stability of the organization as the profit margin of the

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organization was continuously decreasing. On the other hand, the organization was seen to
face the detrimental impact of the employee dissatisfaction which was notably visible with
the increasing turnover rate of the organization. The organization experienced a turnover rate
of 80% on per year basis in all the departments and the main basis of the significant
increment of the turnover rate was considered to be the poor employee morale.
Considering the issues that are associated with the operations of the front house staffs
of the organization, it was evident that the reason of the mismanagement is not a mere issue
of miscommunication amongst the employees of the organization. The reception department
of the organization was seen to be divided into three different groups with different team
leaders for the effective management of the operations of the team. However, the employees
of the reception department were seen to be unable to operate in the desired manner and that
was pretty evident with the increasing complaints of the faulty operations of the members of
the department from the other employees belonging to different departments like kitchen,
restaurant and conferencing departments.
The housekeeping department of the organization was seen to report that they were
provided wrong information on the room availability along with the out of date data
regarding the arrival of the customers. On the other hand, the employees of the conference
and the banqueting department were observed to comment on the faulty operations of the
members of the reception department when they were provided with inaccurate number of
guests for the business meetings or the conferences. In addition to this, many of the
customers were observed to report against the inappropriate nature of customer handling from
the part of the employees of the reception department. Adding to this, the customer
complained about the fact that the employees of the reception department were observed to
behave rudely even in cases of the very basic requests which was one of prime reason of the
increasing dissatisfaction amongst them.

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Analysis of the problem:
The case of the Imperial Hotel clearly describes the impact of the ineffective
communication, negative power culture and the clash of personalities within the organization.
Three of the teams of the reception department were observed to start a blame game on the
issue of the improper handover of the information during the end of the shifts (Rahim 2017).
Apart from that, the teams’ dynamics inside the departments were far from being appropriate.
The clash of the personalities amongst the team managers, departmental heads along with the
members of the senior level management of the organization was pretty evident and was
considered to be one of the fundamental reasons responsible for such decline in the
performances and in the quality of the performances of employees of the organization
(Wayne et al. 2013).
The impact of the ineffective communication is significant in the modern business
conduction as the performances of many of the business organizations are seen to suffer due
to the formation of the conflicts amongst the members of the organizations as a result of the
ineffective communication. (Putnam and Mumby 2013) is able to comment on the effect of
the conflict on the performances of the employees and on the overall performances of the
firms. The generation of the conflict amongst the members of the organization as a result of
the ineffective communication has the potential to increase the level of frustration of the
employees which affects their performances. Simultaneously the result of the increasing level
dissatisfaction of the employees is seen to affect their performances which contributes in the
decline of the firm’s overall performances (Kharadze and Gulua 2018). On the other hand,
the impact of the increasing dissatisfaction of the employees has the capability to influence
the intention of the employees in continuation of their services for the organizations. As the
quality of the services is one of the top most priority of the organizations in case of recruiting
and retaining the employees, the impact of the employee dissatisfaction is seen to be

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noteworthy. With the implementation of the effective communication and efficient
management of the conflicts, the organizations have the capability of providing a free and
better working environment for their employees. Adding to this, Sonnentag Unger and Nägel
(2013), are able to comment on the success of the effective rewarding policy in case of
motivating the employees and increasing the level of job satisfaction amongst them.
As mentioned earlier, the event of Imperial Hotel presents a case of inappropriate
working environment with a precise focus on the negative power culture, increasing internal
conflicts and the inappropriate communication amongst the members of the organization
(Zameer et al. 2014). The effective management of the impact of the inappropriate
communication will be important for the organization in terms of managing the conflict
amongst the teams which was pretty visible with the complaints from the teams regarding the
improper handover of the information. As reception department is considered to be the centre
of the business conduction of the organization and has the responsibility of operating the
other departments of the organization with the production of the valuable information about
the guests, the effective management of the confusion in case of communication will hold a
greater significance for the chosen organization in operating their business (Uzonna 2013).
On the other hand, the organization is seen to have a notably efficient rewarding policy for
employees of the organization with the inclusion of employee of the month and employee of
the month for each department, the much needed communication from the part of the
authority regarding the benefits of the policy had the potential to motivate the employees. As
a result, the improved performances of the employees will be significant in the achievement
of the better efficiency for the organization.
It will be invalid for Peter to blame the previous managers rather he should
concentrate on applying the democratic approach for consulting with the staffs of the
organization. The activities that are much required to be implemented for the effective

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management of the issues of the front house operation, are the conduction of the training and
the developmental activities for the employees of the organization to make sure that they
achieve the desired level of skills and the competencies for the efficient management of the
queries and the requests of the customers (Asim 2013).
Along with that, the improvement in the behaviour of the employees during the
customer dealings as a result of the training will be of great significance for the organization
in the increasing their profit margin by increasing the customer satisfaction. The
improvement in the business conduction of the employees will be a key factor in the
competent management of the issues like the flow of wrong information. On the other hand,
the consultation with the managers of the organization will be much needed in the effective
management of the impact of the negative power culture and the clash of personalities
(Cherian and Jacob 2013). The consultation will enable the organization to meet concerns of
the managers and the factors that are affecting the clash of personalities. With the application
of the participative management, the improvement of the working environment is expected to
be achieved in an efficient manner. The conduction of the employee engagement activities
will also be helpful for the organization in the effective management of the detrimental
impact of the negative power culture (Cherian and Jacob 2013). However, the effective
monitoring of the performances of the employees of the reception department will be much
needed from the part of the management of the organization in making sure that the
improvement in the performances of the employees after the conduction of the training is
monitored.
Conclusion:
On a concluding note, it is visible that the establishment of the effective
communication in the modern organizational context has greater significance in the ethical

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management of the conflicts that have the potential to affect the operations of the
organizations. The case portrays the effect that the absence of the training and the
developmental activities have on the employees of the chosen hotel. Apart from this, the
employees of the organization were seen to be affected due to the ineffective working
environment. As a result, the performances of the hotel in terms of profit, declined. The
effective management of the above mentioned issues were seen to be the top most priority for
the organization and is in need to be accomplished with the conduction of the effective
training and the developmental activities along with the employee engagement activities.

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References:
Asim, M., 2013. Impact of Motivation on Employee Performance with effect of training:
Specific to Education Sector of Pakistan. International Journal of Scientific and Research
Publications, 3(9), pp.1-9.
Cherian, J. and Jacob, J., 2013. Impact of self efficacy on motivation and performance of
employees.
Imperialhotels.co.uk 2019. The Imperial Hotel | Great Value in Central London from £100 |
Imperial Hotels. [online] Imperial Hotels. Available at:
https://www.imperialhotels.co.uk/en/imperial
Jones, G.R., 2013. Organizational theory, design, and change. Upper Saddle River, NJ:
Pearson,.
Kharadze, N. and Gulua, E., 2018. Organizational conflict management challenges.
European Journal of Economics and Business Studies, 4(1), pp.30-41.
Posey, C., Roberts, T.L. and Lowry, P.B., 2015. The impact of organizational commitment on
insiders’ motivation to protect organizational information assets. Journal of Management
Information Systems, 32(4), pp.179-214.
Putnam, L.L. and Mumby, D.K. eds., 2013. The SAGE handbook of organizational
communication: Advances in theory, research, and methods. Sage Publications.
Rahim, M.A., 2017. Managing conflict in organizations. Routledge.
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The moderating role of detachment from work during off-job time. International Journal of
Conflict Management, 24(2), pp.166-183.

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Uzonna, U.R., 2013. Impact of motivation on employees performance: A case study of
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