Report on Management Challenges Faced by Imperial Hotel

This report examines the management challenges faced by the Imperial Hotel, a globally recognized luxury brand, focusing on issues leading to customer dissatisfaction. The analysis highlights problems such as long wait times for services, rude staff behavior, room quality concerns, and billing inaccuracies. The report uses the Conformation-Disconfirmation theory to explain customer satisfaction levels. Key proposals for improvement include adopting a customer-centric approach, providing staff training on customer service and communication, implementing time management systems, investing in room improvements, establishing a dedicated customer complaint team, implementing new customer policies, improving product and service quality, and ensuring fair billing practices. The report also suggests conducting market surveys, improving customer service strategies, and addressing the needs of both employees and customers. The GAP model is recommended to identify the root causes of service quality problems, including expectation, standards, performance, and communications gaps. The report concludes with strategies to improve customer service, satisfaction, and overall business performance, including the importance of effective communication, resource management, and supply chain improvements. The report is contributed by a student and available on Desklib, a platform offering AI-based study tools and resources for students.

Introduction to Management

TABLE OF CONTENTS
INTRODUCTION.......................................................................................................................................3
ANALYSIS OF INDIVIDUAL PROBLEM...............................................................................................3
KEY PROPOSAL FOR THE PROBLEM IN ORGANISATION...............................................................4
CONCLUSION...........................................................................................................................................7
REFERENCES............................................................................................................................................8

INTRODUCTION
Management is important business activities. It involves planning, organizing, directing
and controlling various business operation. Management also includes administration of people.
An effective management helps an organization in driving firm towards success. It also assists in
ensuring proper utilization of business resources. Proper management also aids firm in reducing
the cost of production. It enables firm to deliver high level of satisfaction to customers.
Management plays an important role in driving firm towards success. An effective management
is crucial for smooth functioning of business.
The purpose of report is to identify the issues faced by an organization in context of
Imperial hotel which operates globally. An organization is well known brand. Business entity
also provides luxurious facilities as well as services to its client. But it has been analyzed from
given case study that new manager in an enterprise has noticed that many of customers are not
satisfied with the quality of products or services offered by company. In hotel many of the
customer have to wait in que for long time for availing the products or services offered by an
organization. Study emphasizes on analyzing the reason or cause of various problems
specifically poor customer satisfaction. Assignment will include some suggestion which can be
utilized by an enterprise in order to deal with such issues.
ANALYSIS OF INDIVIDUAL PROBLEM
Imperial hotel is located at the center location of London city and customers have high
expectations related to the quality of products or services offered by business entity. It has been
analyzed from the case study of imperial hotel that being the popular as well as five-star hotel
and running business approx. hundred years but it has been few years many of customer have
complaint about the services and behavior of staff. This is considered to be as a major issue as it
have direct as well as significant impact on overall business performance. It has been analyzed
from given case scenario that many of their clients are dissatisfied as they have to wait for long
time in Que for availing the products or services offered by an organization. Some of the client
has complained that staff of imperial hotel is sometime behave rudely with them this is the major
factor which has led to the dissatisfaction (Nguyen and Trinh, 2017). This issue has direct as well
as significant impact on the profitability of firm. It also has negative influence on the brand

image of an enterprise. Manager in imperial hotel have stated that business entity has adopted the
management approaches considering the customer perspective but still they have failed to
provide high level of satisfaction to their clients. It has been analyzed from the given case
scenario that customers of Imperial hotel want value for their money as well as respect. Clients
of imperial hotel feel highly dissatisfied when employees of company disrespect them and treat
them badly. It has become quite difficult for management in hotel to deal with large number of
customer complaints. The other facts which has been analyzed from the given case study that,
the main reason for bad customer experience is quality of room (Anderson, Sweeney and
Cochran, 2018. ). Many of the client of imperial hotel perceive that the accommodation facilities
provided by the hotel is not up to the standards and it has no worth. The main issues faced by
that customers have to wait for long time in que for check in and check out process.
It has also been analyzed from the given case study that customers are also dissatisfied
with the billing system of Imperial hotel. Many of the customer are complaining that they have
been charged incorrectly in the final bill. Another fact which has been analyzed from given case
study is that employee behave rudely as well as badly with clients, as they themselves are not
satisfied from their job (Gambetti, Melewar and Martin, 2017.).
Conformation- disconfirmation theory of customer satisfaction, people assess their
satisfaction as well as dissatisfaction level by comparing their actual experience with previous
one. This hypothesis states that Conformation transpires when the actual performance matches
the standard, which to a neutral feeling in an individual. Positive disconfirmation arises when
the performance is better than the standard, which then leads to high level of satisfaction to
customers. Negative disconfirmation happens when the performance is worse than the standard
which then leads to dissatisfaction.
KEY PROPOSAL FOR THE PROBLEM IN ORGANISATION
The solution to the problem related to the poor customer experience is that it is required
by an organization to bring improvement in their business procedure as well as system. In
addition to this, Imperial hotel need to adopt customer centric approach, as this will assist firm in
delivering high level of satisfaction to clients. Human resource manager in Imperial hotel is
required to provide training to their staff especially front desk staff. During the training

employees should be taught about the way of behaving with customers. In addition to this,
human resource manager should employees for the front office job those who have pleasing
personality as well as an effective communication skill. It is important for management in
imperial hotel to make employees aware about the expectation as well as complaints of
customers. At this strategy will also help workers in identifying the area which require
improvement. This tactic will help firm in improving the satisfaction level of customers. It will
also support an enterprise in enhancing brand image. In addition to this, there is requirement for
time management system in hotel, as this will help an organization in shortening the time spent
by guest waiting in que for check in and check out procedure (Christopher, Laasch and Roberts,
2017). Management in an enterprise need to make investment in making the rooms decorative, as
this will assist business entity in delivering good experience to customers. In addition to this,
management team in an enterprise need to develop a special team of talented and skilled
employees for handling the complains as well as resolving the issues faced by the customers as
this will assist business entity in improving customer satisfaction level. New as well as clear
customer policies should be implemented as this strategy will help an enterprise in attracting a
greater number of customers.
An organization need to concentrate on quality of products or services. Manager that is
Peter Francewoth in imperial can set some quality standards. He should ensure that all the
business operations are executed according to set standard. Peter Francewoth as a manager in
imperial hotel need to ensure proper billing system and he should also need to ensure that all the
customer is charged fair. Manager in order to ensure fair billing can replace tradition billing
system with advance technology for billing, as this strategy will aid in eliminating the chances of
error. It will also support business entity in gaining customer loyalty (Schaltegger, Burrittand
Petersen, 2017). Peter Francewoth as manager should appoint one person for checking that all
the rooms are clean and technology as well as electronic items are properly working. In addition
to this, one attendant should be appointed for providing the services to particular client, as this
will help business entity in giving good experience to customers. More number of employees
should be appointed, as this will aid enterprise in eliminating the delay in providing services to
customers.

It has become very much important for imperial hotel to concentrate on providing high
value proposition to their customers, as this will assist business entity in retaining employees. It
will also help an organization in attracting a greater number of customers. Management in an
organization can conduct market survey and obtain feedback from customers, as this will help in
identifying the area which require changes. In addition to this, it will assist an enterprise in
bringing positive as well as drastic change at workplace. An organization need to bring
improvement in customer service strategy. Peter Francewoth as manager in Imperial hotel need
to make customer centric decision.
In addition to this, proactive customer engagement strategy can be implemented in
Imperial hotel. as this will help in smooth running of business. An organization needs to
concentrates on identifying the needs as well as demands of the customer in the market, as this
will enable firm in delivering high level of satisfaction to clients. In addition to this, management
in Imperial hotel heeds to concentrate on fulfill needs as well as demands of both stakeholders
that is employees as well as customers (Davis, Lockwood and Pantelidis, 2018). As if employees
in an organization will be satisfied, they will have concentration on their work which is very
much important in context of delivering quality services to customers. Highly motivated staff
support firm in delivering professional services to customers. High performing workforce
supports business entity in facilitating innovation which is crucial for attracting more new clients
as well as for improving business performance.
It is required by human resource manager in an enterprise to develop an effective
reward system, as this strategy will help management in encouraging workers to improve their
performance as well as increase their productivity.
GAP model is considered to be an appropriate framework which can be utilized by
management in imperial hotel this will assist Peter Francewoth in identifying the root cause of
problem. It will also support management in determining the area which requires improvement
and assist them in identifying the tactic which can be applied for resolving problem. As per the
Gap model, there are different sources of service quality problems are:
Expectation gap: it includes the difference in customer expectations and the thinking of
manager related to client. The root cause of this issues is lack of information flowing from
consumers through service provider to company. Imperial hotel needs to communicate directly

with consumers Business entity can utilize social media sites for directly interactions with
customers. As this strategy will aid in eliminating communication gap and will support in
smooth flow of information.
Standard gap: The main reason of occurrence of such gaps is that an enterprise
misunderstanding related to expectation of consumers. Other reason is that manager on the basis
of wrong information about customers expectation develops customer driven service standards,
This factor result into development of inappropriate service design. The third reason of standards
gap is lack of an appropriate procedure of management. It has been recommended to Peter
Francewoth manager of Imperial hotel that he should learn to make an appropriate commitment
to design services which matches with expectations of consumers (Aamer, Al-Awlaqi and Alki
2017).
Performance gap: It is basically gap between the set service standards and services which
has been delivered to customers. Performance gap might arise due to lack of resources, failure to
get supply, poor training to workers etc. It has been suggested to Francewoth to that he should
conduct internal assessment, as this technique will assist management in ensuring the availability
of resources for delivering services to customers. An organization need to concentrate on
improving its supply chain network. In addition to this, an enterprise needs to maintain good
relationship with suppliers, as this will help them in getting regular supplies of material which is
very much crucial in terms of making quick deliveries of services to clients.
Communications gaps: this is gap which occurs when company promises client and fails
to provide standard quality services (Laškarin Ažić, 2017). The root cause of this gap is
overpromising. It is required by management to integrate their marketing communications and
try to avoid over promising.
By taking high initiatives for reducing such gaps Imperial hotel can improve customer
services. These strategies will also support business entity in providing high level of satisfaction
as well as good experience to its clients.
CONCLUSION
It has been concluded from the report that providing high level of satisfaction to customer
is very important for firm in context of increasing profits. Study has concluded that

overpromising can be the root cause of the issues related to poor customer satisfaction. It has
also been concluded from the assignment that lack of resources might create hinderances in
delivering good quality services to customers.
There are various strategies has been suggested in the report which can be adopted for
improving customer satisfaction level.

REFERENCES
Books and Journals:
Anderson, D.R., Sweeney, D.J.,. and Cochran, J.J., 2018. An Introduction to Management
Science: Quantitative Approach. Cengage learning.
Nguyen, Q.L. and Trinh, P.D., 2017. Impact of Accommodation Service Quality on Customer
Satisfaction in the Hotel Industry: a Study of 4-Star Hotel at Ho Chi Minh City Vietnam. ICFE
2017, p.605.
Gambetti, R.C., Melewar, T.C. and Martin, K.D., 2017. Guest Editors’ Introduction: Ethical
Management of Intangible Assets in Contemporary Organizations. Business Ethics
Quarterly, 27(3), pp.381-392.
Christopher, E., Laasch, O. and Roberts, J., 2017. Pedagogical Innovation and Paradigm Shift in
the Introduction to Management Curriculum.
Schaltegger, S., Burritt, R. and Petersen, H., 2017. An introduction to corporate environmental
management: Striving for sustainability. Routledge.
Davis, B., Lockwood, A., Alcott, P. and Pantelidis, I.S., 2018. Food and beverage management.
Routledge.
Aamer, A.M., Al-Awlaqi, M.A. and Alkibsi, S.M., 2017. TQM implementation in a least
developed country: an exploratory study of Yemen. The TQM Journal, 29(3), pp.467-487.
Laškarin Ažić, M., 2017. The impact of hotel employee satisfaction on hospitability
performance. Tourism and hospitality management, 23(1), pp.105-117.