Imperial Hotel Case Study: Guest Satisfaction and Solutions

This case study examines the Imperial Hotel's issues, particularly focusing on poor guest satisfaction due to staff behavior and mismanagement. It explores the connection between ineffective leadership and declining hotel ratings. The assignment analyzes proposed solutions by Peter Farnsworth, emphasizing the importance of staff training and customer feedback. Furthermore, it suggests alternative solutions, such as providing more outlets for business travelers and allowing direct communication with top management. The analysis incorporates references to relevant books and journals, providing a comprehensive overview of the problem and potential solutions within the context of hotel management and customer service.

Plan sheet
Table of Contents

IMPERIAL HOTEL CASE STUDY...............................................................................................1
REFERENCES................................................................................................................................3

IMPERIAL HOTEL CASE STUDY
Student Name/No:
Group/Seminar Tutor:
Date of submission:
Problem No: 1 Poor guest satisfaction
Q1. What do you consider the core reasons for this specific problem at the hotel?
Ans. The main reason of this particular issues is because of poor service delivery by the
hotel staffs and their rude behaviour towards the customers. Some other issues is related
with the mismanagement of hotel policies because of which they are not able to resolve
queries of the customers (Goetsch, and Davis, 2014).
Q2. Briefly identify how your specific problem may be linked to any other of the 5
remaining problems identified in the hotel case ?
Ans. As it was seen in the hotel case that because of ineffective leadership and
inappropriate management process they are getting continuous downfall in the hotel ratings.
The department is not cooperative with customers because they maximum of them are
leaving within the year. This has affected negative work culture environment among them.
Front and back house staffs are not meeting its standard operating procedures (Xiang and et.
al., 2015).
Q3. How useful do you consider the suggested actions are proposed by Peter
Farnsworth to resolve your specific problem?
Ans: According to Peter Farnsworth, all those action which is being suggested by them
about the hotel issues looks positive. They need to first analyse what issues which is being
faced by customers. Staffs needs to trained in well manner so that they are able to respond
to customers problems. Continuous feedback can help them to determine their perception in
more easy way.
Q4. Consider two alternative ways that this specific problem could be resolved which
have not as yet been considered.
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Ans. Although, peter has mention various solution to all those issues about about poor guest
satisfaction. But instead of that there are some other two alternatives that needs to be
considers such as:
(a): Provide enough outlets: Business travellers use outlets for the purpose of charging
their laptops, phones and other electronic gadgets (Frow and et. al., 2011).
(b): Going straight to the top management: Customer can directly contact with the higher
authority if they are facing any unethical issues.
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REFERENCES
Books and Journals:
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Xiang, Z. and et. al., 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.
Frow, P. and et. al., 2011. Customer management and CRM: addressing the dark side. Journal of
Services Marketing. 25(2). pp.79-89.
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