Imperial Hotel: Management and Operational Problem Analysis Report

This report examines the management and operational challenges faced by the Imperial Hotel in London, focusing on issues like poor guest satisfaction, staff turnover, and operational inefficiencies. The report identifies problems stemming from inadequate management practices and proposes solutions based on management and operational theories, including Human Relation Theory and Scientific Management Theory. It emphasizes the importance of customer feedback, effective employee training, and the implementation of customer-centric strategies to improve service quality, staff morale, and financial sustainability. The report concludes by highlighting the significance of consumer satisfaction and the need for proactive management strategies to enhance the hotel's brand reputation and overall performance in the competitive hospitality industry. The report also mentions the use of technology to improve efficiency and customer experience.

Introduction
to
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Problems that cause from management and operational........................................................1
Plan for solving problems with the help of Management as well as operations theories and
principles. ..............................................................................................................................2
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Management is considered as the set of principles related to functions of planning,
arranging, guiding as well as controlling (Albert and Beatty, 2014). This aids in attaining the
team objectives, arrange as well as assembles resources and others. Moreover, this directs efforts
of groups towards attainment of predetermined objectives. This report is based on Imperial hotel
which is situated in London, UK. The purpose of this report is to discuss about problem's that
cause from management and operation and also relationship with another 4 issues. Plan for
solving the problems in respect of service quality, staff morale etc. for making the hotel
financially sustainable. Along with this management as well as operations theories and principles
related to this.
MAIN BODY
Problems that cause from management and operational.
Imperial hotel is known as the one of the leading 500 bedrooms hotel. It is managed as
well as owned part of famous global branded hotel chains into 4 star market, it operates approx
25 hotels within United Kingdom. It is basically situated into the heart of London's West End.
They offers conference facilities, 3 bars and 4 restaurants, leisure centre with swimming pool and
many more. The respective hotel review their policies in order to perform the work in effective
and efficient manner. This is possible for organisation top create that policies that involves
engagement for both staff and manager. As time goes on, this is crucial for the manager of Hotel
to review its polices for doing improvement into their work as per the modifying market trends
and environment. This particular reports is concentrates upon dissatisfaction problems between
guest of the respective Hotel that may cause many other issues like more turnover, in effective
management and many more. All these effects negatively upon their goodwill and image into
market place. Thereafter, it also outcomes into slow down profit, revenues and sales of Hotel .
This is clear from the survey that each month various problems are identified into Hotel like no
response from staff. General manager, Peter Farnsworth have currently hold the responsibility of
whole hotel management. Imperial is the old hotel that have been operating from 100 years. As
per the cases, they are graded as the lowest into whole star chain in context of all consumer
satisfaction operating at the rate of 60% within firm's bench marking grade system. Within all
hotel, the firm taken a monthly guest satisfaction survey with daily guests as well as it involves a
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guest card accomplishment through guest into its hotel rooms. So, from the monthly survey
outcomes for the Imperial hotel this have been identified that they are facing the problems such
as ineffective or poor guest satisfaction. As continuous complaints received related to problems
regarding hotel Check Out as well as Check In, rooms quality and poor staff quality. They are
tackling with the various complaints in respect of reception employees behave rudely with
guests. Moreover, sometimes guest were charged incorrectly in its total billing. Also, few
customer complains about no response to its complaints. In respect of room quality, guest are
complaining about bathrooms cleanliness, many customers change their rooms because of noisy
air conditioning, showers are not working appropriately and many more. All these issues occurs
into hotel which may leads them towards the poor guest satisfaction. As customers are facing lots
of problems in Imperial hotel so they are not satisfied. Moreover, all these issues occurs due to
ineffective as well as improper management and not performing the proper operations.
As management are not providing effectual services to the guest who are coming into
respective hotel then their employees feel demotivated and not like to work in such firm this
enhances the staff turnover (Alvesson and Willmott, 2012). Moreover, in hotel industry
employees turnover is usually high because of temporary employment nature. Also from the exit
interviews, it has been understand that this happen due to poor assumption of working culture,
unsocial work hours, lack of training and others. Not effective working culture may leads
towards more sick leave as well as poor attendance so their guest can not able satisfy their
customers inappropriate manner. Moreover, due to inefficient utilisation of information
technology systems Imperial hotel receptionist cannot able to give proper information to their
customers, make mistakes into bills and so on. Because of all these they can not provide
effective services to their consumers and may leads towards poor guest satisfaction.
Plan for solving problems with the help of Management as well as operations theories and
principles.
As Imperial hotel may face the problem of poor guest satisfaction due to above
mentioned problems (Anderson and et. al., 2015). In order to solve these respective firm manager
can aids its staff to do their in effective and efficient way. The higher management can develop
policies that can facilitates appropriate directions to workers. Also, when staff are leaving the
firm that time they organised the interviews so manager get to know about the issues that are
faced through its staff in respect of its work. Therefore, some steps will aids Imperial Hotel to
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obtain its workers as well as attain effectiveness into its task. Improvement has done into few
policies that will allow staff to do its work in appropriate manner. By applying some theories,
Hotel will perform improvement into employees efficiency.
As per the current report of Imperial Hotel that perform its business into London as well
as owned through Global branded hotel chain. Presently Hotel management faces several
problems that impact the brand image in negative manner. Fir instance, management recruited
new manager named as Peter Fransworth have take over the hotel management in their hand. He
facilitate solution for solving problems and improving the level of performance. Herein, the
major issues that is highlighted is poor guest satisfaction. This may minimise the firms profit
level that directly contributes towards the improvement of hotel effectiveness. Customer
satisfaction and profit. Like all other enterprises, the Imperial Hotel can confront that
circumstances when they required support as well as cooperation from its staff and manager can
not allow workers to accomplish the task by formal manner. Few work are also performed in
informal way as well as during that period relationship between employers and staff will perform
effectively. Therefore, theory is applied that aids Imperial Hotel for improving the performance
of its workers (Nekvapil and Sherman, 2015).
Human Relation Theory:
In respect of this theory, enterprise can attain its work targets into through creating
effective relations with its staff members (Andraszewicz and et. al., 2015). Mostly the
conceptions of all individuals differ from one another and similarly its thoughts also differ. Thus,
this becomes the responsibility of managers to deal with in calm and patient way. This will be
outcomes in maximising staff motivational level because of that they can able to face the issues
and do its job in effectively. Like this way, the relationship among bot employers as well as staff
can get better. Moreover, this will also outcomes into enhanced staff effectiveness that
management will taken as an essential factors which involves the activities regarding planning,
arranging, guiding and controlling individuals as well as the information about the resources for
attaining the objectives of the firm. In this respect, Hotel manager plays a crucial role into
managing the activities and works of staff with the intent of retaining them for long duration.
With the aids of this, Hotel can simply provide effective services to its guest through handling
the activities of workers at work area. Also, consumers are the key factors for company for
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enhancing its profit level through facilitating them good quality services so that they can
accomplish its satisfaction towards firm as well as their services too.
Scientific Management Theory:
This is the theory which was introduced through Fredrick Winslow Taylor. It
concentrates upon four principles, this recommends that scientific methods are to be utilised for
ascertaining the effective manner for doing the work into work area (Noe and et. al., 2017).
There is needs to adapt those policies through which they can easily assign responsibilities to
their. In Imperial Hotel case, the hotel manager have to interact with its staff about issues faced
through them at the time of their work as well as encourage them to perfrom effectively.
Moreover, appropriate training and guidance are provided to them. Also, this is important for
Hotel to undertake the problems of technical issues as well as resolve guest complaints as fast as
possible. Through this way, scientific theory are used into respective Hotel.
Beyond this, few effectual ways facilitated through Peter Famsworth for solving the
problems of the enterprises in proper way as well as at same period also maximises the
possibilities of raising problems into guest mind regrading hotel services. All are explained
below:
Consumers requirements and demands: This is essential for Imperial Hotel to concentrate
upon consumers requirements while facilitating them services. As needs of the customers
changes on regular basis so it is crucial for Hotel staff to take feedbacks from its customers when
they Check In and out. It will assists in developing the possibilities of accomplishing effectual
consumers satisfaction as well as also develop the brand reputation.
Feedback from guest: Customer feedback plays crucial role in examining its demands
towards firms and its services (Runyon, 2013). It will assists in minimising the possibilities of
consumers complaints as well as pessimistic outcomes. For improving guest satisfaction, this is
essential for Imperial Hotel to examine its problems as well as complaints which faced during
availing its services. With the aids of it, employees can simply facilitate efficacious services and
solve whole queries which rise in guest mind. Moreover, it also assists them to minimise the poor
guest satisfaction as well as develop loyalty towards hotel. This helps in knowing about need and
demand of visitors for better results. Therefore, it is the responsibility of all staff and manager to
focus on solving issues and problems of arrival guests. If all facilities are provided then they
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users will come again and again which assist in creating brand value and goodwill of respectoive
organisation in competitive market.
Effective training of employee: Training is considered as one of the crucial aspect for
Hotel to attain its objectives effectively (Salic and Zelic, 2018). For this firm is accountable for
creating appropriate policies through that staff can easily do its work as well as manage the
queries of guest. In respect of Imperial Hotel, guest are tacking with problems regarding check
out and check in into hotel which impact the satisfaction level in negative manner. Hence,
facilitating effective training is essential fro employees so that they can easily manage queries of
guest regarding services offered through Hotel. Moreover, Hotel should utilise advanced
technology so that guest waiting time get minimised that may develop their satisfaction level.
All the above are the effectual ways through which Imperial Hotel can develop guest
satisfaction through facilitating them effectual services according to their needs. Moreover,
employees incentive schemes is also advantageous for motivating their workers. As staff do its
work appropriately which develop consumer satisfaction. It will directly enhance the whole
organisational productivity level at market.
CONCLUSION
From the above report it has been concluded that consumer satisfaction is considered as
one of the essential concern into hospitality industry. As this develop the brand reputation at
market area. High guest satisfaction can lead them towards growth. Moreover, plans are made
for resolving the problems such as manager create new strategy, improve ineffective staff
quality, minimise the possibilities of complaints and others. Also, some management and
operations theory are used for resolving the problem of poor guest satisfaction such as human
relation theory, scientific theory etc. It will assists in developing consumer satisfaction and
enhances their loyalty towards hotel.
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REFERENCES
Books and Journals
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Alvesson, M. and Willmott, H., 2012. Making sense of management: A critical introduction.
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Anderson, D. R. and et. al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Andraszewicz, S. and et. al., 2015. An introduction to Bayesian hypothesis testing for
management research. Journal of Management. 41(2). pp.521-543.
Nekvapil, J. and Sherman, T., 2015. An introduction: Language management theory in language
policy and planning. International Journal of the Sociology of Language. 2015(232),
pp.1-12.
Noe, R. A. and et. al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Runyon, B. A., 2013. Introduction to the revised American Association for the Study of Liver
Diseases Practice Guideline management of adult patients with ascites due to cirrhosis
2012. Hepatology. 57(4). pp.1651-1653.
Salic, A. and Zelic, B., 2018. Introduction to environmental engineering. Physical Sciences
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Solove, D. J., 2012. Introduction: Privacy self-management and the consent dilemma. Harv. L.
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Wilkinson, A., Wood, G. and Demirbag, M., 2014. Guest editors’ introduction: People
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Online
Management Theories Every Small Business Owner Should Know.2019. [Online]. Available
Through: <https://www.businessnewsdaily.com/10626-management-theories-for-
smbs.html>
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