Analyzing Staff Turnover at Imperial Hotel: Management Report

This report examines the issue of high staff turnover at the Imperial Hotel in London, a 4-star hotel chain facing significant employee attrition. The report identifies key problems such as aggressive supervision, unsocial working hours, lack of training, low pay, and limited promotion opportunities. It then applies management theories, specifically human relations theory and bureaucratic theory, to address these issues. Human relations theory emphasizes the importance of employee relationships, motivation, and a positive work environment, while bureaucratic theory focuses on organizational structure, clear job descriptions, and fair treatment. The report recommends practical solutions, including flexible working hours, competitive pay packages, regular training programs, and improved management-employee relations, to enhance employee satisfaction and reduce turnover. The study concludes by emphasizing the crucial role of effective management in retaining staff and achieving organizational goals.

Introduction to management

Table of Contents
INTRODUCTION...........................................................................................................................1
ANALYSIS OF THE INDIVIDUAL PROBLEM .........................................................................1
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Management is an art of getting people together to achieving a goals and objectives with
the effective use of available resources. It is also defined as an activity and task that undertakes
for the purpose of accomplish goals through planning, organizing, directing, controlling and
monitoring(Ansoff and et.al.,2019).
Present study is based on Imperial Hotel, London which is owned and managed the hotels
of an international branded chain in the 4 star market. It operates 25 hotels in UK. It provides
number of facilities like conference facilities, leisure centre with swimming pool etc. In present it
have 450 staff in hotel(Chrisman,2018). The Imperial Hotel is fully refurbished from last 8 years
because of some measure problems. This problems are poor guest satisfaction, High staff
turnover, A negative work culture, Ineffective leadership and management, poor team working
and inefficient use of IT systems and the last one is poor operating and control procedures.
The report will include the problem of high staff turnover with 80% of the staff leaving
within the year in Imperial Hotel. The problem of high staff turnover have several reasons in
Imperial Hotel. The reasons of turnover are aggressive supervisory, unsocial working hours, lack
of proper training, less pay as compare to employees work and very less opportunities for
promotion or bonus etc. in Imperial Hotel. If supervisor do not guide properly and behave rigid
with their subordinate then they are demotivated and leave the organisation. The problems will
be solved by implementing management theories for effective management in the Imperial
Hotel(Clay,2018).
ANALYSIS OF THE INDIVIDUAL PROBLEM
The problems of high staff turnover are various in the Imperial hotel such as the front
staff have very less opportunities for promotion and bonus. The Imperial hotel do not give any
incentives to their employees for their extra work that reduces the performance of the employee
and sometimes employees are left the organisation. The Imperial hotel is paid very less salary to
their employer as compare to their competitors(Kaneko and Kazuo,2016). So, the employers are
left the hotel and joint the competitors hotel. If the Imperial hotel wants to reduces the high staff
turnover problem than they have to improve their management system. The Imperial hotel can
implement some management theories to makes their management system effective(Case Study
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– The Imperial Hotel, London; High staff turnover with 80% of the staff leaving within the
year,2018).
Human relation theory:-
Human relation theory is given by Elton Mayo. It is one of important theory of
management for improving the relationships between employer and employee in an organisation
through addressing employees needs, improve organisation culture and resolving the conflicts
between the employee and employee or between management and employees. It is a
psychological concept of the human relation(Bruce,2016). The main purpose of this theory is
that employees feels themselves as the part of the organisation and work hard to achieving the
personal as well as organisation goals. This theory is defined that employees are not motivated
by monetary reward. They are motivated by working condition, flexibility, sense of
belongingness and praise etc. If the employees are motivate means their individual needs are
satisfied and they contributes more to the organisation if they are valued in the organisation.
The Elton Mayo had conducted an experiment at the western electric company's
Hawthorne works, Chicago. In this study they identified the relationship between productivity
and social factor and how the change in working condition and payment influence the
productivity of the employee. The working condition and payment includes temperature of the
work place, rest time, fatigue, illumination and personal rotation etc. The productivity of the
employees is related to physical working condition and wages(Bruce and Nyland, 2018). The
ratio of the productivity is depended on satisfaction level of the employees at work place and
their work. This experiment is performed on the employees of the company and divided in two
parts. In one part they change the schedules, rest times and more lighting and in second part
employees are kept as the control group. As expected , the productivity is increased by the
improvement of the working environment as well as the second part of the employee's
productivity is also increased when working environment is deteriorated because of controlling.
It is concluded that productivity is influenced by the social factors and the effectiveness of the
organisation management depends on the relationship among the people who is working in the
organisation.
The human relation theory is also explained that the manager of the organisation must
concern to employees and interact with them and also create informal relationship in the
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organisation(Ansoff and et.al.,2019). The basic goals of the organisation is accomplished goals
through the people without the people no one organisation achieves their goals and targets. If
organisation wants to effective management and accomplish their targets than they have to
maintain good relation with the people in the organisation.
There are some advantages of the human relation theory. It improves the performance of
the employees and helps in reducing the employees turnover and grievance of the employees in
the organisation. It also improves the employee retention ratio and create good relationship
among the people of the organisation. Human relation theory also contribute in providing
efficient leadership and opportunities to employees to speak in front of management(Bruce and
Nyland, 2018).
In imperial hotel, the management can apply human relation theory for reducing the
employee turnover. With the help of human relation theory, the management of imperial hotel
can create good relationship with their employees and knows their problem related to working
condition. Management creates informal relation with employees and give importance to to them
so employees feels themselves as the part of the organisation and work hard for achieving the
organisation goals(Bruce,2016).
Bureaucratic theory of management:-
This theory is given by max weber, the bureaucratic theory is based on the systematic
formulation of the organisation. It helps to bring organisation's structure into focus. Max weber
is the first who defined the term bureaucracy. Bureaucracy is the most effective way of setting up
an organisation administration and structure. It is a better than the traditional structure. With the
implementation of the theory in an organisation employees are treated equal and the division of
the labour for each employee is clearly described. In the bureaucratic organisation, the task and
responsibilities are clearly defined in each employee. They performed their task well. The
selection and promotion in bureaucratic organisation only on the bases of technical qualification
this theory depends on expert guidance by authority and strict rules. It believes that strict rules
and guidance is improved the performance of the organisation(Mommsen,2017).
This theory removes the biases from the organisation and all employees are valued on the
bases of their job description. The job description is very clear to each employee of the
bureaucracy organisation. The management of the bureaucratic organisation is very logical and
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rational that helps to make highly efficient and achieve organisation goals. The authority of
bureaucratic organisation behave very formal and legitimate with the people of the organisation.
The leader of the bureaucratic organisation can be chosen on the bases of the technical ability or
skills(Sarachek,1968).
This theory is based on effectiveness of leadership and it is very useful in large
organisation. There are seven major principles of bureaucracy theory:-
 An “up-focused” or “in-focused” mission:- according to the this principle, there are two
mission of the organisation. Up-focused mission means the main purpose of the
organisation is to serve the stakeholders. In-focused mission means the main purpose of
the organisation is to serve the goals and objectives as well as people inside the
organisation(Beetham, 2018).
 Equality:- it means to judge all the employees equally on the bases of rules & regulations
and the rights of the employees in the organisation. There is no place of favouritism and
unfair biases in the organisation means uniform treatment for the all employees in the
organisation.
 Formal rules and norms:- this principle describes the rules and regulation of the each
level of the organisation and need to followed by all the people of the organisation. The
organisation can maintain the level of discipline that helps to execute the decision in the
suitable manner(Kaneko and Kazuo,2016).
 Formal hierarchy structure:- it means the centralisation of the power only higher
authorities can take decision in the organisation and the subordinate are strictly followed
them. It shows the well define hierarchy and each level of the hierarchy is controlled by
levels of management that helps in proceed in right direction to the organisation.
 Specialization:- the organisation is divided in so many departments and every department
needs to a expertise and specialist person to direct the employees in departments. This
helps to provide high degree of the efficiency and achieve organisations
goals(Mommsen,2017).
 Recruitment based on abilities and qualification:- according to this principle, the
recruitment of the bureaucratic organisation is based on technical abilities and skills of
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the people for an employment that helps to develop an expertise employees in the
organisation and enhance the efficiency and effectiveness of the organisation.
 Systematic filling:- according to this principle, the organisation maintains a written
record of every operations and activities. This document help for future reference for the
organisation(Jaques and Pownell,2016).
The Imperial hotel can implement bureaucratic theory in their management. With the
help of Bureaucratic theory the Imperial Hotel is made a effective and formal structure of the
organisation and centralized their decision making process and also removed the favouritism and
unfair biases in the organisation. The management of the Imperial hotel is clearly described the
job distribution to the employee so the employees are clear with their roles and responsibilities
that the perform in the organisation and they also promote their employees according to their
skills and qualification that enhance the performance level of the employees and decrease the
turnover ratio of the Imperial Hotel(Beetham, 2018).
Recommendations:-
 Attract and retain staff:- if the imperial hotel is included facilities like flexible working
hour, informal management games and business activities for employees. They should
involve their employees in decision making that helps to motivate employee. They feels
that they are important for an organisation that helps to decrease the turnover of the
employees and achieving organisation goals(Clay,2018).
 Satisfactory pay package and bonus:- the imperial hotel's pay package is very low as
compare to their competitors that is also a major point that enhance the employee
turnover ratio but if the hotel increases employees pay package then it can be give
satisfaction to the employees. The imperial hotel should provide bonus to the emplo9yee
for their extra and hard work that motivates employees and it can reduces employee
turnover.
 Benchmark pay scales:- the imperial hotel should follow benchmark pay scale that help
to separate themselves from the competitors by analysing the scenario of competitive
market. Benchmark pay scale includes job description\, compensation factors and titles of
the job(Chrisman,2018).
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 Provide regular training:- there is one of major problem of the imperial hotel that they do
not provide proper and regular training to their employee if they should start regular
training programmes for their employee that enhance the performance of the employees
as well as accomplish organisation goals effectively.
CONCLUSION
From the above study it can be concluded that management is one of the most essential
part of any organisation. With the help of effective management, Leaders and higher level
authority has to understand behaviour and problem of their employees. Imperial Hotel can reduce
their turnover by motivate its employees by given promotion and rewards. If staff is getting
appreciation for its good performance, then it may encourage employees and they can help in
contributing to achieving the goals of the imperial hotel.
Satisfactory pay package and bonus, providing regular training, good relationship with
supervisory and effective working hours helps organisation in reducing an employee turnover. if
leaders are paying close attention to their workers then it also helps in reducing employee
turnover ratio. Human relation theory and bureaucratic theory helps the managers of Imperial
Hotel in understanding behaviour of different employees and creating workplace environment
eco-friendly so that company can retain its staff and can decrease the employee turnover.
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REFERENCES
Books and journals
Ansoff and et.al.,2019. Implanting strategic management. Springer.
Beetham, D., 2018. Max Weber and the theory of modern politics. John Wiley & Sons.
Bruce, K. and Nyland, C., 2018. Elton Mayo and the deification of human
relations. Organization Studies. 32(3). pp.383-405.
Bruce, K., 2016. Henry S. Dennison, Elton Mayo, and human relations
historiography. Management & Organizational History.1(2). pp.177-199.
Chrisman, L., 2018. Tale of the city: the imperial metropolis of Heart of Darkness.
In Postcolonial contraventions. Manchester University Press.
Clay, S., 2018. Book Review-Raising Our Voices, Breaking the Chain: The Imperial Hotel
Occupation as Prophetic Politics. Georgia Library Quarterly.55(3). p.19.
Jaques, E. and Pownell, E., 2016. A general theory of bureaucracy (pp. 106-108). London:
Heinemann.
Kaneko, Kazuo. "Nobuo Murakami, executive chef of the Imperial Hotel and Ambroise Paré,
surgeon in ordinary to the kings of France." Journal of Orthopaedic Science 21, no. 3
(2016): 255-257.
McFadden, D., 1975. The revealed preferences of a government bureaucracy: Theory. Bell
Journal of Economics.6(2). pp.401-416.
Mommsen, W.J., 2017. The age of bureaucracy: Perspectives on the political sociology of Max
Weber (p. 113). Oxford: Blackwell.
Sarachek, B., 1968. Elton Mayo's social psychology and human relations. Academy of
Management Journal.11(2).pp.189-197.
Online
Case Study – The Imperial Hotel, London; High staff turnover with 80% of the staff leaving
within the year.2018[online].Available through<https://capstoneprojectwriters.com/case-
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