Imperial Hotel Management: Analysis of Employee Turnover and Solutions

This report provides a comprehensive analysis of the Imperial Hotel's management practices, specifically addressing the issue of high employee turnover. It begins with an introduction to the problem, highlighting the hotel's challenges in staff retention, particularly among foreign student employees. T...Read More

ASSIGNMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
Principles of Management by Taylor.....................................................................................3
Understanding of the processes and procedures for effective management ..........................4
3 point plan for resolving the problem...................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Employee turnover refers to the number or percentage of workers who leave an organization and
are replaced by new employees. Measuring employee turnover can be helpful to employers that
want to examine reasons for turnover or estimate the cost-to-hire for budget purposes. In the
industry of hotel rate of employee turnover is high as most of the employees are students from
foreign countries who want to work for a shot amount of time. This report covers questions such
as management theory, problem of staff turnover, 3 point plan for resolving the plan.
Principles of Management by Taylor
Science, not rule of Thumb-
The basic principle of the theory of scientific management by Taylor. It will help the
Imperial hotel of London to take decision with a scientific approach so that they can take reduce
the level of employment turnover. They need to formulate some strategies so that they can take
decisions for the employees and their growth which will help to retain them for a long period of
time. This aspect of the theory by Taylor will help the restaurant to leave all the unscientific
approaches they use from the activities of management. This will help the restaurant to make
appropriate plans to satisfy the employees. If they are satisfied by the work they do then the hotel
will be able to focus on other areas. (Russell and et.al., 2017. )
Harmony, not Discord-
The Imperial hotel of London must follow this principle. It states that the organization
must divide the main working force of the hotel that is the management and the workers of the
hotel. Both of them needs to implement the approach of give and take. According to this theory
both the groups must work as a team and respect each other decisions so that there is no issue of
conflict between them. Apart from this management of the hotel needs to take on the decisions
and before implementing they must share it with the staff of the hotel and if any suggestions are
given by the staff instead of avoiding it they must consider it. This way they can work as a
group and work together for achieving better results for the hotel. (Mohsin, Lengler and
Aguzzoli, 2015.)
Cooperation, not Individualism-
It shows the importance of each other that is the value of the management of the hotel
and the value of the workers of the hotel. To reduce the high rate of employee turnover the
management of the hotel needs to show that they value their staff by appreciating their work and

the suggestions they give to the management the reward they give can be on the basis of
monetary or non monetary. The same is expected from the staff of the hotels they need to
cooperate with the decisions they take so that they can make changes in the pattern of working
and change the culture so that they can achieve better results. (Singh and et.al., 2015. )
Development of each and every person to his or her greatest efficiency and prosperity-
Employees must be trained properly and they must hire them using a scientific manner. It
is not necessary or applicable for this hotel but every organizations present in this industry. For
implementation of task some techniques has been arranged by Taylor such as study of work,
study of time, study of motion, study of fatigue and method study which will help the hotel to
make changes and new strategies for the employees so that they can retain them. The hotel must
set them according to their strategies and principles they follow and they need to keep one thing
in mind that they are comfortable with the culture of the work. These measures are necessary for
them so that they can reduce the level of employee turnover.
Maximum, not restricted output-
This principle of theory states that hotel must carry out the most productivity as possible
for them under they resources they have so that they can satisfy the clients employees and meet
their desired goals. Maximization of the productivity must be included in the principles of the
hotel.
Understanding of the processes and procedures for effective management
The high rate of employee turnover in hotel industry is because of the temporary nature of
employment. The reason behind this is that students are the one who work in these hotels and
they work only for a short amount of time. The rate of the pay scale of the staff is low which is
also one of the reasons for the high rate of turnover. The hotel faces most problem in finding the
suitable staff for front line. Students are working with their competitors as they are offering a
better pay scale. (Kurnat-Thoma and et.al., 2017)

Causes of Management
Long and Irregular working hours-
At the time of peak season demand of every hotel is high. At that people who are under
high level of management needs to be stay on site 24/7 even if they have divided the duty among
the personnel it takes a lot of effort and hard work to maintain everyone. If the managers of the
hotel are successfully completing their work then they have to manage the stress of other people
also.
Maintenance and Renovations-
Managers of the hotel needs to keep the interior of the hotel such as lobby, bedrooms and
bathrooms with up to date facilities so that they can meet the standard of their target audience.
Maintenance, construction, renovations and keeping up with technological factors requires a
huge amount of money which makes it difficult for the management to balance the books and
with that maintain the flow of operations. (Hanselman and et.al., 2016.)
Changing expectations of customers-
Consumer wants convenience at every place they go with that they also need
personalization and efficiencies so that they can get instant results. For that they need to keep up
with the technology they offer and with that use up to date software so that they can fulfil the
demand of their clients. For that they also require the support of people who have the knowledge
of carrying out IT aspects. This creates a difficulty for them as they have to keep an eye on every
aspects.
To improve the performance and make the management more effective:
Change the program of training for employees-
Every candidate has their own abilities and qualities which the hotel needs to keep in
mind and make them train according to that so that they can select a particular area and be a
expert in that. If they train all employees in the same manner then neither they will be efficient
nor they will be effective for the hotel. (Halter and et.al., 2017.)
Ask for your opinion of employees-
It is necessary for the hotel to take their opinion as it will show them that their
suggestions are being valued by the managers of the hotel. Apart from this it will tell the hotel
their way of thinking and how they perceive things. If their suggestions are followed then the

staff of the hotel will work with more interest which will rise the level of effectiveness and the
level of accuracy in the work. Overall this will help the management get more effective.
Evaluate the knowledge and skill of the employees-
It is necessary to evaluate the skill and knowledge of the employees on a timely basis so
that the management can find out if there are any gaps in their performance and take appropriate
ways so that they can take of the issue. This will keep up with their needs of learning and apart
from this they make the changes in the training program according to the gaps of the employees
so that they can easily learn things in less time.
There are many problems which are faced by the Imperial hotel of London such as poor guest
satisfaction as according to some sources the hotel has been ranked the lowest in the level of
stars on the basis of satisfying the customers. It has been noted that because of the poor culture
of hotel high levels of sick leave has been taken by the staff which has resulted in poor
attendance. The structure of the hotel is build on the basis that they judges everyone on the basis
of their performance. The employees working in the hotel continuously face a lot of pressure in
order to increase the level of sales. They have even set the minimum target at a very high level.
Their service is considered as the worst as compared to their competitors and people feel that
they are very expensive and not at all worth according to the price they ask for. Problems are
also in the staff of front line and back line. The hotel has not been able to use the and maintain
the tasks which are related to the department of IT with the problems of managing the
reservation and managing the property. For the staff of back line poor operating is noticed which
can be changes by controlling the procedures of the operations. (Dubey and et.al., 2016.)
3 point plan for resolving the problem
Basis Ways Time
Recognize and Reward To solve the problem of improving the
performance management of the hotel
needs to give bonus to their employees,
promotion or a raise in the package of
salary as they have by this way they will be
able to appreciate the hard work they
perform and encourage others to work hard
It won't take much time
this decision depends on
the committee of the
management of the
hotel.

so they believe that they will also be
appreciated. (Beidas and et.al., 2016.)
7 C's of Communication Avoiding miscommunication in the hotel is
must in order to improve the level of the
work. Many of the times this is the problem
that staff faces and it is the reason why they
make mistakes in work. 7 C's of
communication goes on a long way. It is
important to make it clear and concise so
that any kind of confusion can be avoided
and if it is done properly with the team of
staff then they will be able to maintain the
relationship with them.
It won't take much time
it just needs to be done
with proper focus
because any mistake
committed will cost big.
Opportunities for career Provide them with proper training and clear
their mind that how beneficial it will be for
them as if it is done properly they can excel
it in life. By doing this the hotel is making a
way for them and providing them with the
opportunity to make a career in this stream.
Apart from this they need to make the
culture of the workplace less complex and
less rigid so that they can easily mend in
that and work efficiently and resolve the
problem of high rate of employee turnover.
It will take time because
even after training
employees at the hotel
learn in their practical
life in order to gain the
expertise in a specific
area. (Atanga and et.al.,
2017.)
CONCLUSION
From the above studies it has been concluded that Imperial hotel of London is facing high rate of
employee turnover because the culture of work is not good as they had to go through a lot of
pressure to increase the sales. Even the service they provide is not good at all according to the
customers who have visited the place and the people won't feel that they are worth the money

they charge which is a lot. They even ranked the lowest in terms of customer satisfaction but if
they change the program of training and their culture according to the suitability and abilities of
employees then they can improve their operations.
REFERENCES
Books and Journal
Atanga, P.N., and et.al., 2017. Retention in care and reasons for discontinuation of lifelong
antiretroviral therapy in a cohort of Cameroonian pregnant and breastfeeding HIV‐positive
women initiating ‘Option B+’in the South West Region. Tropical Medicine & International
Health, 22(2), pp.161-170.
Beidas, R.S., and et.al., 2016. A prospective examination of clinician and supervisor turnover
within the context of implementation of evidence-based practices in a publicly-funded
mental health system. Administration and Policy in Mental Health and Mental Health
Services Research, 43(5), pp.640-649.
Dubey, R., and et.al., 2016. Understanding employee turnover in humanitarian organizations.
Industrial and Commercial Training, 48(4), pp.208-214.
Halter, M., and et.al., 2017. The determinants and consequences of adult nursing staff turnover: a
systematic review of systematic reviews. BMC health services research, 17(1), p.824.
Hanselman, P., and et.al., 2016. The consequences of principal and teacher turnover for school
social resources. In Family environments, school resources, and educational outcomes (pp.
49-89). Emerald Group Publishing Limited.
Kurnat-Thoma, E., and et.al., 2017. Reducing annual hospital and registered nurse staff turnover—
A 10-element onboarding program intervention. SAGE Open Nursing, 3,
p.2377960817697712.
Mohsin, A., Lengler, J. and Aguzzoli, R., 2015. Staff turnover in hotels: Exploring the quadratic
and linear relationships. Tourism Management, 51, pp.35-48.
Russell, D.J., and et.al., 2017. Patterns of resident health workforce turnover and retention in
remote communities of the Northern Territory of Australia, 2013–2015. Human resources
for health, 15(1), p.52.
Singh, N.N., and et.al., 2015. Effects of training staff in MBPBS on the use of physical restraints,
staff stress and turnover, staff and peer injuries, and cost effectiveness in developmental
disabilities. Mindfulness, 6(4), pp.926-937.