Imperial Hotel: Improving Back Office Management and Functions Report

This report examines the back office management issues at the Imperial Hotel, focusing on problems such as poor operational procedures, high staff turnover, and inadequate employee motivation. It analyzes the impact of these issues on customer service quality and overall hotel performance. The report identifies key problems including poor guest satisfaction, negative work culture, and inefficient management. It then proposes recommendations for improvement, including enhancing employee motivation through incentives, addressing staff turnover with better compensation, and fostering a positive work environment. The report also suggests implementing management theories like the Human Relations Theory to improve employee engagement and productivity. The analysis underscores the importance of effective back office staff management for the hotel's success, emphasizing the need for improved HR practices, effective working practices, and a robust motivational framework to enhance employee performance and customer satisfaction.

Imperial Hotel

Table of Contents
INTRODUCTION...........................................................................................................................1
Problem 6.........................................................................................................................................1
Analysis of the individual issue or problem ..........................................................................1
Recommendation to improve the Back office management and functions............................5
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Employee motivation and retention plays crucial role in the growth and development of
the organisation. In order to enhance the motivation and satisfaction of employees, management
of organisations needs to inculcate various strategies and utilises concepts from motivational
theory so that motivation of employees can be increase. From the analysis of the case of Grand
Hotel, it was identified that due to lack of motivation and satisfaction of employees, the attrition
rate has been increasing rapidly. Furthermore, the new Spanish employees hired for
housekeeping were not coordinating and collaborating with non Spanish employees. As per the
given scenario Imperial hotel is facing the issue regarding lack of quality standard in its services
due to which entire performance of hotel is negatively influenced. Cited venture required to
focus on the effective quality standard through which it can able to improve customer services.
The major issue is facing by cited venture is poor operation activities through which customer
service quality is decreased. The management should focused on the high quality standard and
approaches of quality management through which it can easily improve quality of customer
service.
Problem 6
Analysis of the individual issue or problem
The major issue emerging in the chosen Hotel is Back of house staff (Housekeeping,
Kitchen, Maintenance) – poor operating and control procedures in place with stock being
regularly pilfered and evidence of staff not meeting basic Standard Operating Procedures (SOPS)
resulting in unusually high operating costs.
With regards to business association, management assumes an extremely essential part
through which firm can accomplish its decided goal by orderly way(Heizer2016). All in all word
one might say that it is a procedure under which specialty unit successfully use time and in
addition accessible assets to accomplish the goal. According to the give case situation, the
Imperial hotel, which is one of the popular hotel of London along with 500 room and it is
possessed and overseen part of an outstanding worldwide marked chain of hotel in the 4 star
showcase star hotel which works 25 hotels in the UK. The referred to firm have 500 rooms al
with en-suite offices and 6 head division like nourishment and refreshment, housekeeping, visitor
management and attendant, front of house and gathering, human resources preparing (Suess and
et.al,2017). It has added up to 450 staff yet as of late referred to organisation is confronting the
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issue of poor Back office staff management. With the goal that it specifically influenced the
whole execution and efficiency of hotel. Through this, benefit and piece of the overall industry
has been additionally diminished in light of the fact that customer managements is likewise poor.
In this circumstance, firm is required a legitimate management of HR, powerful working
practices, proper motivator framework for representatives and so forth. Legitimate Back office
staff management is vital for business achievement in light of the fact that the whole productivity
and achievement if majestic hotel is to a great extent relies on the working proficiency and
execution of representatives. On the off chance that representatives are disappointed then they
can ready to give their best commitment to association(Xiang and et.al,2015) Presently, referred
to firm have primarily six sorts of issue because of inadequate Back office staff management, for
example, poor visitor fulfillment, high staff turnover, negative work culture, incapable authority
and management, strangely high working cost, poor group working and so on.
The General Manager of referred to hotel, recommends Farnsworth required to grow such
methodologies and working practices through which these six issue can consequently settle.
With a specific end goal to determine various issue with regards to the Back office of the Hotel.
The first significant issue is poor guest fulfilment because of insufficient Back office staff
management. To determine this issue frame ought to consider the customer point of view about
the hotel management (Brotherton and et.al,2015). Organization ought to investigate and
distinguish the real necessity of visitor identified with the management and course of action of
eatery. What's more, organization should make mindful of all staff part about the customer
necessity and point of view so as they can ready to convey the offices and expected
managements to them. Moreover, preparing and improvement is likewise viable way to deal with
settle visitor objections issue. With help of preparing and advancement, representatives can
improve their expertise, capacity, ability and productivity of working and resolve customer issue
and objections in a viable way. One another issue is high staff turnover inside the Imperial hotel,
along these lines firm requires to make such compelling support and motivational plan for
workers through which they can hold in the hotel for long time (Miner, 2015). For this target,
frame ought to give successful pay bundle, motivator, reward, pay, remunerate framework
through which they can propel for higher profitability and hold in the association. Moreover,
enterprise should utilize hard and delicate human resources rehearses. Due to the poor work
culture and despicable condition emerges debilitated leave and poor participation of staff so
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organization ought to bring coordinated effort culture and enhance the standard of all the
division, for example, promoting, HR, back, organization and so forth. Viable culture and
workplace can straightforwardly emphatically impact the working of representatives so as they
can hold inside association and convey great customer managements to visitor (Kandampully
and et.al,2015). Poor management of back office staff assumes an exceptionally critical part in
the best possible Back office staff management. In the Imperial hotel, there is absence of viable
management and observing over the execution of specialist and subordinates. In this way, there
are emerged the issue of insufficient working of representatives and poor visitor fulfillment. Firm
ought to enhance the checking system. With help of data hotel ovation emotionally supportive
network, shape can emerge community oriented work culture and successful assessment of
execution.
The improper back office functions or activities is the major issue in Imperial hotel , emotionally
supportive network is another significant issue in the Imperial; hotel through which customer
managements is contrarily influenced. Keeping in mind the end goal to determine this firm
should sue cross group building exercise and arrange preparing through IT framework. In extra
to this reward plan should give to colleague so as they can energize and propel for high
profitability and execution (Cavallar and et.al,2017). While group reward gives to cable car part
then they will take start for higher execution inside association.
According to the above dialogue it has been discovered that in the supreme hotel, with
help of all these above plan, management can enhance the execution of HR and viability of
business execution. Fair hotel can enhance its whole human resources execution via preparing
and improvement programs. This is a standout among other technique to enhance the execution
of workers. With help of preparing and advancement, representatives would be able to enhance
their insight, proficiency, aptitude, effectiveness and ability. This will aid enhance the customer
management and visitor fulfillment level. Each other system to enhance Back office staff
management is inspiration. Keeping in mind the end goal to energize and inspire staff part, firm
ought to give appealing motivating force, reward, pay, perquisites, incidental advantages and so
forth with help of fiscal and non money related reward, organization can enhance the execution
of human resources. They will take high start for elite and enhance their working proficiency.
There are right now various motivation plans to urge staff to meet amazing gauges of work, and
to enhance profitability(Bowie and et.al,2016) These include: Employee of the Month (for the
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entire hotel - £200) and representative of the month for every office (£50) staff (counting
organization staff) reliably meeting individual and execution focuses in three back to back a very
long time inside the division (£200 vouchers towards remaining in any of Star Hotels) office,
end-of-year parties (subsidized by the hotel) school expenses. These all plans of impetus will
help with enhancing the inspiration level of workers so as they can powerful satisfy their
obligation toward association and accomplish decide objective. With help of these plans, workers
turn over can likewise diminish in the Imperial hotel.
The theory of motivation proposed by Abraham Maslow “Need Hierarchy Theory” can
be consider by the management in order to enhance the motivational level of employee,
According to the theory, the five needs which are physiological, safety, social, self esteem and
self actualisation needs must be fulfilled by the organisation in order to enhance the motivational
level of employees. Thus, by utilising this theory, the management of Grand Hotel can enhance
the motivation of employees (Suess and Mody, 2017). The management first needs to assess the
demands and expectations of employees and then make redundant efforts in order to fulfil it.
Another theory of motivation proposed by Fredrick Herzberg “Two Factor Theory” can be
implemented in the present scenerio. According to theory, there are two factors that influence the
motivational level of employees which are hygiene and motivational factors. It was identified
that due to lack of status, acknowledgement and job recognition previous employees feel
demotivated. Thus, in order to enhance their motivation, the management must recognise their
work and enhance their job status.
In request to conquer the issue of the Imperial hotel identified with ineffectual and poor
Back office staff management, legitimate management is extremely significance. The director of
referred to organisation ought to consider on the management hypotheses through which
specialty unit can without much of a stretch comprehend the criteria to deal with the HR in the
association. In the above case situation, the referred to firm has confronted the issue identified
with HR so in this circumstance, management hypothesis ' human connection hypothesis' can
connected (Bretherton and et.al,2017). According to this management hypothesis, management
regards representatives as a profitable resources and give legitimate regard and significance to
them. Back office staff management hypothesis have fundamental target is to comprehend the
prerequisite of representatives identified with their working and execution at work environment
and make game plan to fulfill them. The principle point of human relations hypothesis is to keep
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up the sound association with HR and empower them high efficiency and execution. The human
relations management hypothesis is an inquired about conviction that individuals wants to be a
piece of strong group that encourage advancement and development. In this way, if
representatives gets exceptional consideration and are urged to take part, they see their work has
hugeness and they are roused to be more beneficial, bringing about top-notch work.
Subsequently, by connected this human connection hypothesis in the hotel, management can
ready to enhance the working proficiency and profitability of business. By this hypothesis,
management takes investment of people assets in the business level basic Poor management of
back office staff so as representatives feels as an important for partnership. With a specific end
goal to determine the issue of insufficient Back office staff management can without much of a
stretch purpose by utilization of the Back office staff management hypothesis. In this hypothesis
of management, it is imperative to comprehend the prerequisite of representatives identified with
their working and practices at work environment. In the wake of examining their need,
management have duty to make game plan to satisfy that specific needs of representatives.
Effective Back office staff management is the best tool and way to deal with settle the
management related issue from the association (Cook and et.al,2014). Management ought to
consider on the workers exercises and execution and among them in such way so as they can
persuade achieving decided goal. With help of viable pay bundle, motivator , reward,
remuneration, compensate framework through which they can persuade for higher profitability
and hold in the association. Moreover, partnership should utilize hard and delicate human
resources improves.
Recommendation to improve the Back office management and functions
Initial suggestion by Peter Farnsworth to manage the problem Consider using other contacted staff through specialist agencies: The management
must consider using other contracted staff through some specialist agencies who can
provide native workforce within the organisation (Brotherton, 2015). As it was identified
the non-Spanish and Spanish workers were not coordinating with each other, thus, the
management can hire native workers in order to enhance the team work in the hotel. Employ students on zero hour contracts only: This strategy can be implemented on the
students who pursue internship from the hotel. This can provide temporary workforce
within the hotel so that operations of hotel cannot be stop. To make it permanent, hotel
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management needs to guaranteed to provide job to those students who have done
internship from the hotel.
 Offer a range of incentive and bonus schemes to encourage staff to perform to a higher
standard: This strategy can be considered to be optimum strategy to enhance the
motivational level of employees within the hotel (Cavallar, 2017.). The management
must provide efficient bonus schemes to high performers so that it can encourage other
employees and they can work hard in order to achieve it.
Total quality management- By use of this method imperial hotel can improve quality of
operation and eliminate wastage from the production. In this method all staff members and
employees collectively contribute for improve the quality of production and operation.(Ristock
and Riahi, 2017).
Six sigma - by using this method cited venture can eliminate additional cost and wastage from
production and operation Six Sigma can have an effect in inventory control in the accompanying
zones:
 Decline and control in stock circulation.
 Occasional money saving advantage examination
Having the capacity to make, screen, and afterward reproduce consumer loyalty is the place Six
Sigma becomes possibly the most important factor with regards to the accommodation business.
Six Sigma is a sort of administration strategy which stresses stream situated execution
change and takes productivity as the middle in general administration process particularly in the
center business tasks of accommodation industry(Cohen and et.al, Rozenes, 2017).
CONCLUSION
Management is a procedure under which specialty unit viably use time and in addition
accessible assets to achieve the target. It is vital viewpoint for each business association through
which all exercises and capacities can successfully oversee inside the company. From this
undertaking report it has been presumed that with help of alluring motivational procedures like
impetus, remunerate, pay, incidental advantages, firm can propel and empower representatives
for elite.
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REFERENCES
Books and Journals
Cook, R.A., Hsu, C.H. and Marqua, J.J., 2014. Tourism: the business of hospitality and travel.
Boston, MA: Pearson.
Bretherton, L., 2017. Hospitality as holiness: Christian witness amid moral diversity. Routledge.
Cavallar, G., 2017. The Rights of Strangers:" Theories of International Hospitality, the Global
Community and Political Justice since Vitoria". Routledge.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management, 27(3), pp.379-414.
Brotherton, B., 2015. Researching hospitality and tourism. Sage.
Suess, C. and Mody, M., 2017. Hospitality healthscapes: A conjoint analysis approach to
understanding patient responses to hotel-like hospital rooms. International Journal of
Hospitality Management, 61, pp.59-72.
Bowie, D., Buttle, F., Brookes, M. and Mariussen, A., 2016.Hospitality marketing. Taylor &
Francis.
Xiang, Z., Schwartz, Z., Gerdes Jr, J.H. and Uysal, M., 2015. What can big data and text analytics
tell us about hotel guest experience and satisfaction?. International Journal of Hospitality
Management, 44, pp.120-130.
Riahi, A. and Ristock, H.W.A., Genesys Telecommunications Laboratories Inc, 2017.Back
office services of an intelligent automated agent for a contact center. U.S. Patent
9,648,167.
Heizer, J., 2016.Operations Management, 11/e. Pearson Education India.
Cohen, Y. and Rozenes, S., 2017. Improving operational measures in a financial institute call
center: a case study.Brazilian Journal of Operations & Production Management,14(2),
pp.204-209.
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