Imperial Hotel: Analysis of Guest Satisfaction and Management

This report focuses on the Imperial Hotel, a branch of Imperial Hotels London, and analyzes its guest satisfaction issues. It begins with an introduction outlining the hotel's features and scope. The report delves into the application of system management theory to address problems such as poor guest satisfaction, staff turnover, and negative work culture, emphasizing the importance of employee satisfaction and collaboration. It analyzes the specific problem of poor guest satisfaction, highlighting factors like unskilled workforce, service quality, and technological gaps. The report then justifies and recommends solutions, including rewarding schemes, technological investments, and improved training programs. The reflection section summarizes key learnings about management styles, the importance of skilled employees, the role of technology, and the power of collaboration. The conclusion summarizes the findings, emphasizing the link between effective management and guest satisfaction.

Imperial Hotel

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................1
Management theory for specific problem 522............................................................................1
Analysis of specific problem.......................................................................................................2
Justification and recommendation of ways of solving problem..................................................4
Reflection....................................................................................................................................5
CONCLUSION................................................................................................................................5
References........................................................................................................................................6

INTRODUCTION
This report is based on Imperial hotel that is a branch of imperial hotels London. This
hotel was designed by Charles Fitzroy Doll and the original building was replaced with the new
building with having attractive interior of the same name. It has around 500 bedrooms, 3 bars
and 4 restaurants with having 12 conference rooms (Arslan and Polat, 2015). This report will
show about different problems which this hotel has to face like staff turnover, poor productivity,
negative work vulture etc. The main problem which this report is going to discuss is poor guest
satisfaction. Customers and guests are the key for this hotel so it is important to solve this
problem. Further it will also show some ways of resolving this problem.
TASK A
Management theory for specific problem 522
Imperial hotel that has around 450 staff of total including part-time and full time. It also
has 6 heads of departments, 12 conference rooms and 500 bedrooms. It has a large size in the
context of size and scope so it is important for the manager of this hotel to focus on proper
management system. For managing in an effective manner it is required to adopt and implement
the best management styles. Management styles shows the ways to manager to manage all
resources of the hotel including employees. This style has the ability to influence all resources in
a positive and in a negative manner (Bratton and Gold, 2017).
System management theory: It is assessed that Imperial hotel follow and focus on
system theory of management for solving the poor guest satisfaction problem. Poor guests
satisfaction problem occurs due to several reasons and the main reason is dissatisfied employees.
Employees become dissatisfied if they feel that manager is not concern about their problems and
do not focus on satisfying their needs. For this problem it adopts system management theory.
According to this theory, managers make themselves able to create a situation where all level of
employees can work together productively and effectively. The main reason of adopting this
theory is to make all employees able to learn something, share their views and increasing
collaboration. It is analysed that the main reason of guest dissatisfaction is improper
management, rude behaviour of reception staff and check in and check out related problems.
When all employees work together then they help each other in solving critical and any type of
problems. Collaboration also help them to solve customers problems and provide satisfactory
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services to them. When employees work in a team according to the management theory then it
can improve and increase their interpersonal relationship by which they feel happy and
encouraged towards their work. They can change their rude behaviour into polite and attractive
nature towards customers and guests. So it can be said that this system management theory can
solve and effective for poor guest satisfaction problem (Geisler and Wickramasinghe, 2015).
Importance: System theory believes that system is a collection of some parts that is
being brought together to achieve pre determined goals and objectives. If the one part of this
system fails then whole system cannot work properly, so it is important for managing all parts
together according to this system. For managing successful to this theory, it is important to focus
on all components of this theory such as sub-system, synergy, open and closed systems, system
boundary, flow and feedbacks (Bernstein, 2017). In all components' feedback play a vital role as
it helps the manager in knowing that the determined outputs are being accepted by the
environment or not. On the basis of feedbacks the manager of Imperial hotel can make changes
accordingly. It can also increase its strengths which make it able in making this theory and
management system successful.
Open system is being used by Imperial hotel in order to maintain and develop
relationship with other members of the hotel. According to the open management system, all
members and system continually interact with the environment. It can help the hotel in making
this system more effective and successful.
Analysis of specific problem
It is analysed that Imperial hotel have high expectations in the terms of service standards
that has total 6 heads of departments such as front of house & reception, guest service, house
keeping, food & beverage and human resources. There are several problems that occurs tat
workplace of this hotel. The main and biggest problem that is being analysed is poor guest
satisfaction. It is also analysed that all problems and interrelated with each other. There are some
reasons which create poor guests satisfaction problem like unskilled and experienced workforce.
Staff turnover, poor quality of service, improper maintenance are other reasons of this problem.
Poor guest satisfaction: Poor guest satisfaction means to not satisfy needs and demands
of customers and guests. It is analysed that employees and all departments are responsible for
providing satisfactory services to customers (Choo and Tan, 2017). For example, front of house
staff like receptionist. Poor team working due to lack of experience and dissatisfaction among
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employees create this problem. If HR do not recruit skilled employees then they will not be able
to provide good services to customers. If manager of the Imperial hotel do not concern for their
employees and do not satisfy them then it can become the reason of staff turnover. High rate of
staff turnover can decrease the brand image of the hotel, so it is important for the manager of
hotel to focus on satisfying their employees because employees are key of the success. They
have the ability of influencing performance and development of the hotel.
For getting the strengths and weaknesses of the hotel, manager take reviews from its
customers. From those reviews the most regular complaints received regarding check in and
chick out related issue, quality of the rooms and poor quality of staff as well. Some guests
reviewed that rude behaviour of reception staff is the main problem of their dissatisfaction. In the
context of checking in and checking out problem, guests said that they have to wait in queues for
the long hours, which delay their other works (Yang, Mao and Tang, 2018). Due to increasingly
rate of guests, the quality of the hotel rooms is becoming the major concern. It becomes difficult
for house keeping staff to clean bathrooms and rooms and to focus on proper maintenance like
repairing of showers, taps because of increasing guests in terms of the accommodation of the
hotel.
There are approximate 400-500 rooms to service a day and for that it is required to recruit
room attendants for each room but rate of labour turnover is also increasing so it is the main
concern for the manager of the hotel. According to the reviews the main issue is identified is
related to check in check out, improper maintenance and lack of technologies. The main reason
of all these reasons is unskilled & dissatisfied employees. Dissatisfaction occurs among
employees because there is a negative and improper work culture, aggressive supervisory and
management styles. HR department needs to recruit experienced employees and after recruiting
to focus on training programs for employees is also important for satisfying guests.
Technological factor is other main reason of poor guest satisfaction problem. Almost all hotels
and companies in the hospitality sectors are focusing on investing in technologies in order to
increase guests satisfaction and experience (Fouad, Hussein and Attia, 2016). So it can be said
and evaluated that lack of technologies can have negative impacts on guests and customers of the
hotel. It can also decrease the profitability and sales of Imperial hotel.
It can also be evaluated that staff turnover which is the main reason of dissatisfaction of
guests can increase the overall cost of the hotel. For example if employees do not stay at
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workplace for the long run then HR need to recruit employees which can increase their
recruitment and overall costs. After recruiting they feel training to employees which can take
their time and cost. It can also have negative impacts on customers. When the manager do not
focus on implementing an effective management styles then it can create negative working
culture and environment that leads aggressive nature of employees. Employees become rude and
aggressive due to negative working culture, so it is important for Imperial hotel to focus on
implementing and using management styles and policies (Meyer, 2017).
Justification and recommendation of ways of solving problem
It can be recommended to Peter Fransworth about resolving the poor guest satisfaction
problem from the workplace of Imperial hotel is it can focus on rewarding schemes for their
employees. By focusing on staff incentive scheme it can satisfy and motivate their employees
which are the main reason of creating all problems. It is analysed from the above study is rate of
staff turnover is increasing like 80% of the staff is leaving within a year. It can have negative
impacts on the customers because customers do not prefer to go at place who does not have a
string and good brand image. So for satisfying guests it is important to satisfy employees first.
By providing rewards and incentives to employees, the manager can easily encourage and make
them feel respected (Gong and et.al., 2015). Motivated and happy employees tend to work more
productively and also can help the hotel in accomplishing their vision and goals.
It can also be recommended to Peter Fransworth on the basis of above study that the
manager should more focus on investing in technologies rather than investing in recruitment
process. By investing and focus on technologies, it can solve customers problems quickly and
can also provide all services that are working on the basis of technology. By hiring an employee
who can provide and response to employees problems as quick as possible through website, can
solve delay in response issue. It can also be suggested that it should focus on providing a special
service through its App which can provide other informations to customers like locations, cab
facility, nearby places etc. By providing post services it can also satisfy guests needs.
It is also analysed that customers have to wait for long hours for check in and check out
time, so HR department of Imperial hotel should hire more than 5 receptionist who can allot
them rooms as soon as possible. It should also focus on providing them proper training
(KHODA, 2018). It can solve guests dissatisfaction problems and can also save their time.
Trained employees are more likely to give satisfactory and attractive services to customers.
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Reflection
From the study I have learned and come to know so many things. The first thing which I
knew is that management style play a significant role in managing all resources and the hotel
with more effectively. Without having an effective style of managing can lead several problems.
The other thing which I knew is that employees are integral and key of the success so it is
important to have skilled and experienced workforce. Skilled employees can provide better
services to customers and have the ability to influence the success and growth of the company. I
have also learned that in the hospitality sector and in hotel specially, technology plays critical
role it can increase the customer satisfaction by providing them quick services and response to
their problems and issues. Without having an effective technology, an improper communication
system, lack of collaboration can create several problems at workplace.
This report also made me able to know the importance of Collaboration as it has more
power to improve workplace culture and environment. With the help of collaboration, employees
can help the company in accomplishing their objectives and vision by feeling happy and
motivated.
CONCLUSION
From the above study it has been summarized that an efficient management for the
selected hotel played a vital role. It has shown several problems that the selected hotel has to face
including poor guest satisfaction, back of house staff, negative work culture and high staff
turnover. The main and biggest problem which this study has discussed is poor guest satisfaction.
For solving these problems it also took help of management theories and some recommendations
for better improvement for the future and accomplishing all goals.
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References
Books and Journals
Arslan, A. and Polat, H.A., 2015. The Ottoman Empire's first attempt to establish hotels in
Istanbul: The Ottoman imperial hotels company. Tourism Management. 51. pp.103-111.
Bernstein, E.S., 2017. Making transparency transparent: The evolution of observation in
management theory. Academy of Management Annals. 11(1). pp.217-266.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Choo, P.W. and Tan, C.L., 2017. Factors Influencing Poor Experience Quality in 2-To-5-Star
Hotels: A Content Analysis of Guest Reviews on Trip Advisor. Global Business and
Management Research. 9(4s). pp.409-425.
Fouad, M.A., Hussein, S. and Attia, A.Y., 2016. Housekeeping Performance and Guest
Satisfaction in Resort Hotels. International Journal of Heritage, Tourism, and Hospitality.
7(2).
Geisler, E. and Wickramasinghe, N., 2015. Principles of Knowledge Management: Theory,
Practice, and Cases: Theory, Practice, and Cases. Routledge.
Gong, Y. and et.al., 2015. A privacy-preserving scheme for incentive-based demand response in
the smart grid. IEEE Transactions on Smart Grid. 7(3). pp.1304-1313.
KHODA, D., 2018. A Study of customer relationship management Pantaloons Fashion & Retail
Limited.
Meyer, S., 2017. SPECIFYING THE RIGHT PTAC/PTHP SYSTEM MAY LEAD TO
HIGHER GUEST SATISFACTION SCORES. ARCHITECT. 106(2). pp.42-45.
Yang, Y., Mao, Z. and Tang, J., 2018. Understanding guest satisfaction with urban hotel
location. Journal of Travel Research. 57(2). pp.243-259.
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