Imperial Hotel: Analysis of Staffing and IT Issues, Problem 5 Report

This report provides an individual analysis of the problems faced by the Imperial Hotel, specifically focusing on the front-of-house staff, including reception, conference, and banqueting departments. The report begins with an introduction highlighting the importance of teamwork, strong IT systems, and effective management in achieving organizational success. It then delves into the main body, exploring leadership and management theories, such as contingency, classical, human relations, and bureaucratic management, in the context of the hotel's poor IT system and lack of teamwork. The report analyzes the specific problems, including staff turnover, less sales performance, and consumer dissatisfaction, attributing them to inefficiencies in coordination and IT infrastructure. The report proposes solutions, including training in IT systems, cross-team building exercises, and a review of the team bonus scheme. The report concludes by summarizing the adverse impacts of these issues on the hotel's profitability and brand image and emphasizes the need for improved team building and IT system enhancements. The report is a comprehensive assessment of the hotel's challenges and offers practical recommendations for improvement.

Individual report of problem 5 in
Imperial Hotel - Front of House
Staff(Reception,Conference and Ban

Table of Contents
INTROUDUCTION........................................................................................................................3
MAIN BODY...................................................................................................................................3
Theory of leadership and management in context of poor IT system and lack of team work.3
Analysis of problem...............................................................................................................5
Proposal to solve such management problems.......................................................................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
.........................................................................................................................................................9

INTROUDUCTION
In today scenario an organisation to achieve success requires a strong team and mutual
understanding among them and strong IT system that enables to organisation to achieve its goals
and objectives. It is responsibility of every manager to build a strong team and potential skills
among them so that organisational objectives can be achieve. To achieve business objectives
there is need to understand requirements of staff and importance of team building in Hotel
imperial with the help of management theories. Imperial is very prominent international brand
name and chain of products and hotels. It gives hospitality services to world wide. Due to lack of
team building and coordination among members in Imperial hotel and insufficient IT system
create chaos among functions of hotels and its services (Abe, 2010). These issues that arise in
imperial hotel are majorly staff turnover, less sales performance and unsatisfied consumer base
etc. there is a large no of reforms that is carried by monitor coordination and cooperation among
team members and strong IT support with collaboration among different department and
supportive management etc.
In this report proper application of management and theories of leadership that helps in
effective resolving issues and problems that brings monitoring and evolution in organisation
(Boswell and O'Kane, 2011).
MAIN BODY
Theory of leadership and management in context of poor IT system and lack of team work.
The main objective behind application of management theories is to increase the
coordination between the team members and improving the IT system proper booking of hotel to
avoid problems further. Generally it is estimated that manager of all organisation need to adopt
two theories which helps in preparation of effective strategies and procedures to resolve all the
problems and issues which improves functioning of departments. In the present case of imperial
hotel, it was felt that there is ineffective coordination between the team members. Due to change
in shifts of individuals at reception it leads to loopholes in sharing of information and leads to
disturbances in management system. Individuals at reception has abusive language and abrupt
behaviour with the clients which demotivate individuals to visit hotel. Further there is loopholes
in IT system of booking in hotel which overall describes inefficient management and
coordination of team member.

Such management theories provide general guidelines and regulations for managing the business
activities of hotel. They provide direction to managers to link function of hotel towards the
achievement of goals, and can perform their function with high standards (Damron, 2013). Large
number of management theories are applied by the General manager of Imperial hotel which are
mentioned below-
 Contingency theory- This theory suggest that manager should take decision on the basis
of situation prevailing at the workplace. It helps to resolve the current issues at hotel
imperial and offers high motivation to its existing staff members to coordinate its
activities properly and manages information sharing efficiently.
 Classical theory- This theory suggest that structure of hotel should be systematic and
effectively coordinate its activities to function properly. It helps in properly monitoring of
activities and guide the employees at reception to properly share information with
employees and the tourist . It is the duty of head of department to provide good working
conditions and helps in building coordination skills.
 Human relation theory- The main aim of this theory is to deal with factors of human
behaviour which helps in motivation and leadership of staff at imperial hotel. For this
purpose management of imperial hotel needs to provide special attention to all staff
members which helps in effectively coordinate and helps in building team which helps
them to do standard work. It understands the problem of human and provide solutions in
resolving them.
 Bureaucratic management theory of Max Weber- It is effective management theory
which is used by general managers of imperial hotels by removing the problem of
ineffective management and team coordination, issue of IT system. These consist of two
major elements which helps in development of structure of hotel in hierarchy and
establishment of goals and objectives which governs the activities of different
departments and staff members (Haddow,Bullock and Coppola, 2013).
 Proper division of labour: This includes about the appointment of staff members on the
basis of their specialisation and should adequately maintain proper balance between
power and responsibilities to overcome the issue.
 Chain of command:

In this includes development of system that brings effective flow of information in a
proper manner from top to bottom. In that case it ascertain control and monitoring overemphases
 Separation of personal and official property: it is essential to understand that property
or assets of owner are different from organisation to each other.
Analysis of problem
Hotel imperial situated in London and a popular brand name in customer services and
management that operates in more than 25 chain of hotels in UK. Its provides great services to
their customers. There are large no. of services that provided by Imperial hotel it has 500 rooms,
conference rooms, gyms, swimming facilities to provide quality time to customers. To satisfy
customers demands large no. of staff appointed with potential skills that beneficial for satisfying
consumers demands and wants. To grab competencies in all its departments such as food and
beverages,guest services and training and development in specific area. In all departments it
possess 450 staff members that are working full and half time in Imperial hotel. To satisfy all
needs and demands of consumers it gives contracts for other services also such as laundry,
sanitary and other services (Albertand Beatty, 2014).
Peter Fransworth, a proficient general manager of Imperial hotel it faces so many
problems or issues in organisation while operating at field. Manager after supervise all modes
and channels and find inefficiencies that exist in Hotel Imperial after inquire feedbacks of
clients. It enhances chaos in organisation and reduce productivity of employees to implement
tasks and duties effectively. The results of this issues that Imperial hotel faces large no. of
turnovers, less customers and bad experiences of consumers and staff members in hotel.
It is observed that employees who are coordinating the reception and room services in
staff provides wrong information to other shift staff because of lack of coordination(Alvesson
and Willmott, 2012). These problems also develops due to the weak system of IT in organisation
that spoils brand image of products and services in hotel imperial. Customers and staff members
are important sole assets of organisation which help to accomplish organisational goals and
objectives. These issues impacts a lot on both customer's perception and reduced retention of
customers in Hotel Imperial. Consumers faces problems such as not good quality of food,
sanitation issues, waiting time at reception and not good behaviour of employees in Hotel
Imperial.

This also monitored that there is weak system of IT in hotel imperial that arise lot of
problems in managing resources. Hence it increase wastage in production and distribution of
goods and services. In effectiveness in management and system cause dissatisfaction among
employees and consumers. In that case in hotel imperial data and information should be
displayed wrongly that affects its value in operation and management. The staff of hotel work in
many shifts and have teams and each team has supervisor that function on bringing accuracy and
effectiveness. Hotel uses modern technology that provides up to date information to their
respective clients and staff members so that coordination and accuracy can be maintained. In
hotel one department totally depend on other departments to coordinate activities so that
effective results should be achieve such as kitchen, restaurants and other conferencing rooms are
depend on each other. Sometimes key staff in restaurants have conflicts with other departments
for wrong and inaccurate data sharing of information that creates loop falls in hotel Imperial that
create hurdles in efficient and effective results in organisation (Andersonand et. al., 2015).
Employees complain of each other that they not share correct information to each other due to
lose information technology an d weak and inefficient work system. And the unsupportive
behaviour of staff members towards their clients influence whole organisational structure in
Hotel imperial. A Head of department is working with closely to resolve conflicts and team build
so that they can give their best to their organisation. It resolve all these conflicts there are key
issues to train into IT solutions and build cross team functions that coordinate all functions and
give bonus to all team schemes (Hislop, 2013).
Proposal to solve such management problems
In present scenario, it is monitored that main cause of issues that arise in hotel Imperial is
ineffective team building and unsupportive staff members and weak IT system by former head of
department and staff members. That will impact on lack of monitor and control of functions of
varies departments of Imperial hospital in which includes House keeping,reception and sanitation
etc.. this creates a lot of problems in Hotel Imperial that is employee turnover, low sales
performance and dissatisfied customers. Dissatisfaction among employees due to conflicts that
arise in hotel and ineffective team building due to misunderstanding and abrupt type of language
among employees. In year of inefficiencies grading of hotel become less. It creates al negative
culture in organisation in staff members that creates leaves ratio and profitability of organisation.

The negative impacts of weak team building and IT system in Imperial hotel are mentioned
here:
 It decrease their level of profit.
 It affects the ability to influence large no. of consumers to give their products and
services.
 It spoils their image and brand equity.
 Impact on competitive strength of organisation.
The general manager, takes charge as positive trait to attract large no. of training should
be provided so that it can influence their performance and they give prosperous results to
organisation (Kern,2014). This will help in achieve effective system of machinery and
management that influence working of organisation. To overcome problems in imperial hotel
that general manger various strategies that help in resolve conflicts that are supportive
conversation among employees and sound IT system that influence workings of staff members in
effective manner (Kim,Jvm, 2012).
Effectiveness are applied in these industry with help of strategies are as follows:
Training into IT system:
It is an effective strategy which help in bring effectiveness and efficiency that reduce
conflicts that arise in organisation. With the help of strong IT system that is Micros fidelio
reservation and property management system that help in shift data and information to the next
shift in effective and efficient manner. With strong IT system it brings accuracy and sufficiency
in organisation that helps in organisational growth (Runge, 2011).
Cross team building exercises:
With help of team building organisation can achieve its objectives effectively. Team
building increase brand value in hotel imperial. To bring strong team building time to time many
conference, meetings and tasks are helps in understand each other and their work activities.
Sometimes in organisation managers have to execute cross team building exercises that help in
achieving bond among staff members that help in achieving goals and objectives.
Review of team bonus scheme:
With help of bonus and other schemes that attract a employees to work with efficiency
and increase productivity of employees. Compensation and performance appraisal play a major
role in increase productivity and motivation level of employees.

CONCLUSION
It has been concluded from the above report that, large no. of problem are present in
imperial hotel due to drawbacks in team building and IT system. The employees of hotel not
performing their functions according to their standard of organisations . Due to this situation
large no. of adverse impacts appears on the business of hotel. This will reduce their profitability
and brand image in market. To overcome from this situation large number of management
theories are implemented such as bureaucratic management theory. Another solutions which are
adopted by the management of hotel are lead by example, good IT system and communication.

REFERENCES
Books and Journals
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change in Japanese management (pp. 1-11). Palgrave Macmillan UK.
Albert, M and Beatty, B.J., 2014. Flipping the classroom applications to curriculum redesign for
an introduction to management course: Impact on grades. Journal of Education for
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Alvesson, M and Willmott, H., 2012. Making sense of management: A critical introduction.
Sage.
Anderson, D.R and et. al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Boswell, R and O'Kane, D., 2011. Introduction: Heritage management and tourism in Africa.
Journal of Contemporary African Studies.29(4). pp.361-369.
Damron, W.S., 2013. Introduction to animal science. Pearson Higher Ed.
Haddow, G., Bullock, J and Coppola, D.P., 2013. Introduction to emergency management.
Butterworth-Heinemann.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.

Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
Kim, J.H., Jvm Co., Ltd., 2012. Automated medicine storage and medicine
introduction/discharge management system. U.S. Patent 8,281,553.
Runge, M.C., 2011. An introduction to adaptive management for threatened and endangered
species. Journal of Fish and Wildlife Management.2(2). pp.220-233.