Leadership and Management Challenges: Imperial Hotel Case Study Report

This report provides a detailed analysis of the management and leadership challenges faced by the Imperial Hotel, a UK-based four-star hospitality sector. The report highlights critical issues such as declining sales, lack of coordination among staff, inefficient IT systems, and improper employee management. The analysis covers problems within the front office, housekeeping, and conferencing departments, emphasizing the need for improved communication, training, and strategic planning. The report suggests the appointment of a new general manager, implementation of IT training, and the use of cross-team building exercises to foster better teamwork and address issues related to employee absenteeism and turnover. The recommendations aim to improve the hotel's brand equity, market share, and overall profitability by focusing on staff efficiency, customer satisfaction, and operational effectiveness.

Introduction to Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Management is consider as one of the important factor that is required in each and every
level of organisation on the basis of which all the task and operations of business is carried out
which leads to accomplishment of objectives in specified time period. In company if
management does not work in adequate manner then in such circumstances coordination and
cooperation among workforce is not possible because of which employees are unable to
understand to whom they have to report which leads to conflicts and chaos in organisation. In
order to tackle all the problems in proper manner they are required to fully aware regarding all
the happenings and scan all the demand supply in respect of their good and services in external
market on the basis of which production has been done with the motive of optimally utilise all
the resources (Achillas and et. al. ,2013). Under this assignment Imperial Hotel is taken which is
UK based hospitality sector having 4 star chain providing luxurious products to their clients.
From the past report it has been suggested that there are different issues that affecting
their quality in respect of goods and services. Further, it spread negative publicity of Hotel
therefore it is essential for hospitality sector to analyse all issues and take the mechanism in order
to overcome from all types of shortcomings. Apart from it another problem face by general
manager of this Hotel is related to front office staff who are not coordinated in performing the
work properly. Another problem is related to inefficiency of IT department including the
reservations and property management so there is need to focus on all such issues and put such
mechanism in working environment that help in increasing the sales and improve standard
quality of goods and services.
TASK
Major problems at workplace
One of the major reason behind this is related to decrease in sales and overall growth of
business because of lack of coordination and cooperation among persons as well as activities.
Therefore, it is important for management to ensure regarding the harmony and peace among
workforce that facilitates better coordination cooperation and fulfilment of targets in efficient
manner. But lack of communication and team support unable management to achieve their
results in effective manner therefore if management facing any issues regarding the efficiency of
employees then manager try to interact with them and understand their major problems so they
give them the direction to overcome from all type of weaknesses. Further, training development

programmes has been organised in which trainer guide the employees regarding the new
technology which they used at the time of performing their work that allow them to standard
quality in their services which further give utmost satisfaction to customers. For the proper
control and supervision team work and support of manager is required that always their to give
guidance and supervision to employees time to time at the time of facing complex situations
(Allen and et. al. ,2011). In dynamic environment changes are coming in the form of innovative
ideas and higher expectation of customer in respect of branded organisation therefore it is
essential for Imperial hotel to appoint experienced and talented professionals who has knowledge
about external market conditions and help in grabbing all the market opportunities which leads to
higher profitability and sales in business. Apart from it Imperial Hotel is facing different types of
issues problems that leads to downfall in their sales and profits. Following are the important
issues which are facing related to front staff of office are described below:-
 Staff member are not performing their duty due to continuous leave because of which
client are not satisfied optimally.
 Lack of coordination and professionalism between different persons who are sitting at
reception site.
 Effectiveness in IT system is not utilised properly because of which there are lot of
problems at the time of booking tickets and advance reservations for customers.
 Framework prepared for the shifting of employees are improper because of which
outcomes is not proper and unsatisfactory (Johnsen and Eliasen ,2011).
All these problems cannot be taken for granted and it must be solved by top management on
continuous basis. Therefore, after considering all the situation management of Imperial hotel
come up with an idea to appoint new general manager for this hotel that help in resolving all the
problems which are present currently in organisation. This decision of Hotel allow them to
attract more customer towards their services and increase profits and sales of company. Further
the manager which are newly appointed must have knowledge regarding all internal and external
issues faced by customers at the time of receiving services from hotel. In imperial hotel manager
must know regarding all types of mismanagement and lack of coordination among members and
information are not available to clients at stated time period because of which it incurs losses to
them and activities related to reception are neglected related to the information provided to
Housekeeping about overall schedule of Hotel related to customer departure and leaving, apart

from it they are also not aware regarding the cleanness of rooms and visitors has to wait because
of not getting the rooms keys which dissatisfy them. Further team of banqueting and conferences
have compliant in regard to not getting update about information about all those individuals who
are appointed for attending conferences because of which they are unable to make proper
arrangements which client expect from that hotel. Therefore, it is essential for managers to
understand all the issues and conflicts and prepare different strategies and policies which allow
them to generate higher profits and productivity for business (Furlong , Wright and
Dosdall ,2013).
Management also require to find out that reception department is not able to
communicate and coordinate with all other division of the company that lead of lack of data and
information among different divisions and this will create lot of confusion and losses to
organisation. Further, services are being delayed not available on time that cause negativity and
lot of problems in overall operations of business. Lack of effectiveness and coordination
increases the situation of disputes and conflicts among members therefore, it is essential for
Imperial hotel to formulate different strategies and tactics that provide higher profits and sales to
business and also helpful in improving overall customer review regarding the hospitality and
infrastructure of business.
Other issues must be related to Housekeeping department who are giving adequate data
related to the information required in respect of room availability, breakfast facility and also in
relation to arrival departure of visitors. The main problem that coming from this is related to
unhealthy environment, dirtiness and unhygienic atmosphere that all the guest facing. This leads
to feeling of dissatisfaction and discontinuousness coming in mind of customers that dilute the
overall image and brand value of hotel and it also affects the sustainability of customers.
Therefore, it is essential for manager to use such tools and techniques and implement it in their
organisation structure which allow them to get positive results and outcomes in future.
Another problem which are coming are related to reception department of company
because of which conferencing and banqueting division suffer and they are not getting data and
information about all those attendants who are planning to attend conferences and because of
lack of coordination between both department not give chances to conference division to prepare
their own framework on the basis of which they discuss with clients all the relevant topics which
they expect from such conferences. It does not create good impact in the mind of customers if

they discuss all the problems in front of them and it give clear cut points to client to point out all
weaknesses of organisation. Apart from it clients are easily notice all the inefficiency between
different department and hotel is unable to utilise all the facility of IT department like PMS
which is used to manage all the task or activities which has being performed in order ton attain
all the goals and objectives of business. Further employees are not motivates because of lack of
policy related to rewards and recognition at the time of performing any task but in order to gain
success it is essential for company to establish such strategies that brings positivity and better
outcomes in future.
It has been concluded that if the issues and problems of front office department are not
solved within specified time period then it create great mess because whatever the information
required by housekeeping department are not available because of which they are not attending
guest on time and whatever the visitor expect from five star hotel is not their in relation to
infrastructure, staff service and room cleanness that leads to higher dissatisfaction and they are
thinking to approach their rivalry for the better services (Gustafsson and et. al. ,2010).
Absenteeism and employee turnover has been increases from rapid fast speed and whole
management is unable to tackle this situation because of lack of able and professional employees
not allow hotel to get better ideas regarding the proper management of whole corporate culture in
better way.
Peter Franswoth has discuss all types of issues and problems which are at their major
stage in Hotel and must improved within the proper time peroid so that work must be completed
within stated time limit. Further, the managerial team of whole organisation require to take the
consent of their team members in order to solve all the problems in better and effective manner.
Suggestions:-
Organisation need to overcoming from all the problems since it will give an unfair picture
on their brand equity. Apart from it their will heavy impact on the market share and profitability
of business. Presently there are various type of recommendations which has been suggested by
Peter Fransworth to the supervisor of Imperial hotel and these are explained as follow:-
Training into IT system:- It is very essential for every organisation to give appropriate
training programmes to their workforce because it allow them to achieve all the objectives and
goals in better and effective manner. Further, on the basis of given case study it has been
analysed that manager require to organise the training programmes for their employees that

enhance their growth and professionalism at the time of conducting business. Further
organisation is now using Micros Fidelio reservation and property management system on the
basis of which they are able to gather all the data and information of visiting customers in better
effective manner.
Cross team building exercise:- It is important for every employee to have an better understanding
and good coordination among workforce so there are able to finish their work on stated time
period. Further, if they work in coordinated and in harmony then they easily achieved all the task
of hotel in better manner. Under this case it has been observed that staff members does not share
good relation with each other because of which they are not sharing important information with
each other. Apart from it they organise a programme known as TED talks in which people are
gather and give their expert opinion on Imperial hotel and this will empower them to create their
skills and abilities of employees through which better performance and lesser conflicts among
them (Haddad and et. al. ,2010).
Review of team bonus scheme:- Bonus is consider as one of the important element through
which each and every employee has been motivated to use their skill and abilities in order to
perform the work effectively. Further manager must formulate such policies in which those
employees performing best will be rewarded by incentives and promotions.
Under Imperial hotel bonus become one of the major challenge because it is badly administrated
by whole reception staff. Further these workforce are less devoted towards work because of not
getting salary wages in proper manner so there is need for HR manager to establish such rules
regulation that ensure the bonus and benefit of employees if they are performing well (Hoornweg
and Bhada-Tata ,2012).
CONCLUSION
It has been concluded from whole assignment that management consider as most
important component of business through which they earn huge profits and easily achieve all the
targets and goals of company. Further if there is any chances for further growth then company
try to use such measures and tools through which they increase their sales and profitability which
also help in strengthen the brand image of Imperial Hotel.

REFERENCES
Books and Journals
Achillas, C., and et. al. ,2013. The use of multi-criteria decision analysis to tackle waste
management problems: a literature review. Waste Management & Research, 31(2),
pp.115-129.
Allen, C.R., and et. al. ,2011. Adaptive management for a turbulent future. Journal of
environmental management, 92(5), pp.1339-1345.
Furlong, M. J., Wright, D .J. and Dosdall, L .M., 2013. Diamondback moth ecology and
management: problems, progress, and prospects. Annual review of entomology, 58,
pp.517-541.
Gustafsson, A., and et. al. ,2010. Dental behaviour management problems: the role of child
personal characteristics. International journal of paediatric dentistry, 20(4), pp.242-
253.
Haddad, O.B., and et. al. ,2010. Finding the shortest path with honey-bee mating optimization
algorithm in project management problems with constrained/unconstrained resources.
Computational Optimization and Applications, 47(1), pp.97-128.
Hoornweg, D. and Bhada-Tata, P., 2012. What a waste: a global review of solid waste
management.
Johnsen, J .P. and Eliasen, S., 2011. Solving complex fisheries management problems: What the
EU can learn from the Nordic experiences of reduction of discards. Marine Policy,
35(2), pp.130-139.
Kim, H. and Feamster, N., 2013. Improving network management with software defined
networking. IEEE Communications Magazine, 51(2), pp.114-119.
McCauley, S., 2012. Introduction. In The Dilemma of Boundaries (pp. 117-121). Springer,
Tokyo.
Taylor, B.W., and et. al. ,2015. Introduction to management science. Prentice Hall.
Online
Bonus and Incentive Schemes. 2016. [Online]. Available through:
<http://www.ashworthblack.co.uk/bonus-schemes/>.

Appendix
FISHBONE DIAGRAM:
Cause and effect diagram for Imperial Hotel is as follows:-
Poor coordination and lack of
team working
Lack of team working
IT system not using properly
High employee turnover
Better result in future
Poor guest satisfaction
More and more employees
leaving jobs
Utilising system properly
Providing appropriate rewards