Analysis of Management Issues at Imperial Hotel London (Report)

This report analyzes a case study of the Imperial Hotel London, owned by Star Hotels group, focusing on its management challenges. The hotel faces issues like high employee turnover, poor guest satisfaction, pressure to reduce room rates, and low profitability, compounded by a negative work culture characterized by high sick leave and poor attendance. The analysis identifies the need for transparent communication, open-minded management, and a solid strategy to improve service quality, staff morale, operational efficiency, and productivity. The report suggests strategies such as enhancing guest experience, managing online reputation, being a positive role model, revenue management, and adopting latest hotel technologies to address these issues and ensure the hotel's financial sustainability. The report concludes by summarizing the challenges and proposed solutions for the hotel's improvement.

Introduction to management

Introduction
This report is based on a case study of a hotel’s business and its management. The case study of
the imperial hotel London requires a critical approach in order to identify the problem as well as
solving the problem of the challenges of business and management. Form the case study of the
imperial hotel London, is the hotel which is having 500 bedrooms and is owned and managed by
the group star hotel. The star hotel operated 25 hotels in the United Kingdom. The hotel provides
a large number of facilities and is comprises of large number of staff members. As the general
manager of the hotel got retired, the company has appointed a new general manager Peter
Farnsworth, who has to take over the management of the entire hotel. More, the previous general
manager was facing a range of problems in the management of the hotel i.e. high employee
turnover, poor guest satisfaction, pressure to reduce the actual room rates, as well as poor
performance of hotel in terms of low overall profitability. Thus, the general manager wants an
individual to take responsibility in order to analyze the challenge of a negative work culture
within the organization as well as the challenge of high levels of sick leaves and poor attendance
of the staff working for this company. As the culture followed in this organization is based on
performance drive of the employee. Moreover, the management of the hotel in under continuous
pressure in order to increase the sales every month and the pressure to increase the average room
rate with increasing occupancy. The company has also faced the challenge of poor guest
satisfactions as their guest percepts that the hotel is over expensive and poor value for money.
Additionally, the hotel has faced the problem of negative work culture due to which the staff is
taking high levels of sick leaves and has poor attendance (Cox, 2018).

Analysis of individual problem
The Imperial hotel London is the hotel owned and managed by the star hotels group. The
company is facing the issue of negative work culture, due to which the staff is taking high levels
of sick leaves and the staff is having the poor attendance (de la Soledad Celemin-Pedroche and
et.al, 2016).
As the culture followed in this hotel is performance driven. And the organization is facing the
issue from the perspective of management and operations. It was found that the work culture
followed under the previous General Manager was somewhat toxic. As the hotel did not remain
being busy in its operations all the year. Many of the staffs are covering the staff that has gone
sick as well as the majority of part timer staffs are females. These part timer female staffs are
having family commitments too. Due to such issues the staffs are turning up late for their work
shifts, and in order to compensate their work or cover their work they are asking their colleagues
to cover the work for them for short periods without informing the supervisors. Therefore, due to
high turnover of supervisory staff, the level of supervision of staff has been decreased.
Moreover, in the recent past it has been observed that management style performed by the
managers of the company was somewhat like authoritarian or dictatorial where there was very
lower level of staff consultations in order to improve their performance with minimal feedback in
terms in the way to improve the working practices as well as to meet the needs of the guest.
As due to majority of part time female workers the management of the hotel is facing several
other issue due to this poor performance of staff such that high staff turnover, poor guest
satisfactions, pressure to reduce the average room rates as well as poor performance of hotel in
terms of profitability. These all issues are too, due to the poor impacts of employee’s
performance as they are taking large number of sick leaves and have poor attendance which
shows the negative work culture of the company (Deshpande, 2018).
In order to make the hotel financially sustainable, it is essential to enhance the service quality,
morals of the staff, efficiency of operations as well as their productivity. For such enhancement
the company has to overlook at the various points in order to resolve the problems such as
transparent communications, open minded people as well as solid foundation strategy.

The three point plan in order to resolve the problems of enhancing of quality of service, staff
morals, operational efficiency and productivity are
Transparent communications
Transparency in communication is very much essential for solving the problem, as everyone’s
views, concerns as well as points are freely expressed to each and everyone. As according to case
study of imperial hotel, it has been observed that due to poor transparent communications the
employees are not keeping their issues in front of the management as of why they are taking so
many sick leaves and having poor attendance. Thus, it is suggested to the leader or the
management that it must give the facility to the employees or staff of the hotel to express them
and would ultimately could have high intuitions of trust as well as make the staff feel safe while
expressing themselves.
Open minded people
In order to enhance the staff moral or the operational efficiency, it is essential for the company to
reduce the barrier of communication between the various levels of staff. The company must hire
open minded management staff, which cleary notifies the issues faced by the staff or regularly
asking them if they had any concern issue. Thus, with the clear explanation of problem to the
management may reduce the staffs issues and will eventually results in higher productivity of
staff (Noe, Hollenbeck, Gerhart and Wright, 2017).
Solid foundation strategy
Changing in the functioning would be substitutions, and would not be evolution, without
strategy. A solid strategy is very much essential for the sustainable and smooth running of the
company of imperial hotel London. In order to have quality in service, or to improve the staff
morals, operational efficiency as well as the productivity, it is important to have solid foundation
strategy within the company of hotel.
the management and operations theories and principles in order to overcome such critical issues
of negative work culture where employee are having poor attendance and poor performance
within the company of the imperial hotel London is as follows

The guest experience and customer relations
It is assumed that the within the time, the customer experience will demonstrate the price of the
service as the key brand differentiator. Therefore, changes in substitution business model will
eventually improve the customer experience in the hotel service. thus, in order to have
continuous occupancy of hotel room by the guests or to make the guest happy with the hotel
services, the management should pay attention towards the main requirements of the guests,
reviewing the feedbacks whether positive or negative, spending time to address the issues which
show the management is giving personal touch to the issues raised by the customers, using the
innovative approach to enhance guest service. Moreover, being aware of latest technology in
hospitality which could be used to enhance the customer relations with the business (Kimes,
2016).
Reputation management and branding
The online reviews has a great impact on the minds of the customers, as whether positive or
negative review it cants be ignored. Moreover, sometimes people have faith on the reviews of
friends and family members. Therefore, it is essential for the hotel manger in order to prioritize
the online reputation of the brand. Thus, here the basic responsibly would be:
Tracking reviews as well as management of hotels online presence, responding to every negative
review effectively, creating buzz of online offers, promos and more, ensuring queries of guest
with timely replies and more essentially in order to recall brand, reinvent brand strategies.
Being an excellent role model
The relationship between content staff as well as the happy guests is very well known by the
manager of hotel. A disinterested or the disrespectful behavior of staff with the customer will
results in cause due to which the guest leave the hotel property and would never come back
again. Thus, training of employees is very much essential to prevent from such happenings such
as:
Helping the employees to develop skill set by identifying their inherent talents. Building a
positive work environment which keeps the level of motivation of employee high, talking and
communicating with the group and discussing about their set targets and career goals, working

over the strategies over retain the employee as well as encouraging their engagement. Moreover,
being a kind role model they would like to emulate.
Strategize for revenue and management of budget
Change in the economic conditions would have great impact on the hotel industry. Thus, the
manager of hotel must have close look towards the current economic conditions and could have
the capabilities of standardize in such a way the hotel gets completely occupied. The manager
must standardize long term solutions with the concerns related to the hotel (Zaitseva and et.al,
2016).
Thus, the basic responsibilities of the hotel operations management would be
Optimizing the revenue based on the demands
Managing daily operations as well as overseeing the distribution strategy
Creation of strategies for pricing as well as for the competitive analysis.
Tracking hotel revenue and managing budgets
And lastly, the management must analyze the sales figures.
Focusing on latest hotel technologies
It is common that the customers’ demands, drives the business. Moreover, right technology plays
important role in attracting the guests in the hotel as well as enhancing their stay at the hotel. By
gaining knowledge in the fact that what will the technology to implement in order to translate in
the experience which will results in great value to the guests. Guests required more and more
advance technology or gadgets in their room. Thus, the manager must consider the should have
complete knowledge of latest hotel technologies, keeping a regular check on the competitors,
usage of cloud based technologies in order to improve hotel management as well as exploration
of latest technologies which would ultimately support the hotel’s goals.

Conclusion
This report can be concluded as; the case study of the imperial hotel London requires a critical
approach in order to identify the problem as well as solving the problem of the challenges of
business and management. Form the case study of the imperial hotel London, is the hotel which
is having 500 bedrooms and is owned and managed by the group star hotel. The star hotel
operated 25 hotels in the United Kingdom. The hotel provides a large number of facilities and is
comprises of large number of staff members. As the general manager of the hotel got retired, the
company has appointed a new general manager Peter Farnsworth, who has to take over the
management of the entire hotel. Therefore, the general manager wants an individual to take
responsibility in order to analyze the challenge of a negative work culture within the organization
as well as the challenge of high levels of sick leaves and poor attendance of the staff working for
this company. As the work culture followed in this organization is based on performance driven.
Moreover, the management of the hotel in under continuous pressure in order to increase the
sales every month and the pressure to increase the average room rate with increasing occupancy.
The company has also faced the challenge of poor guest satisfactions as their guest percepts that
the hotel is over expensive and poor value for money. Additionally, the hotel has faced the
problem of negative work culture due to which the staff is taking high levels of sick leaves and
has poor attendance. Thus, this report has clearly mentioned the ways to improve the quality of
service in the hotel, staff morals, company’s efficiency as well as the overall productivity of the
organization. With the help of techniques and theories and principles of the management and the
operations the issue of poor work culture followed in the company due to which the employee
are taking so many leaves and having poor performance has been clarified in this report (Nieves
and Segarra-Ciprés, 2015).

Bibliography
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