A Report on Analyzing and Addressing Staff Turnover at Imperial Hotel

This report provides an analysis of the high staff turnover rate at the Imperial Hotel, a well-known international chain of hotels. The report identifies customer dissatisfaction, negative work culture, ineffective leadership, and other issues as contributing factors to the high turnover rate. It reviews management theories such as the Systems Theory and analyzes the problem, highlighting factors like low pay, long working hours, and lack of career development as key issues. The report proposes the use of the PDCA model to improve processes, communication, and employee satisfaction. It also suggests strategies such as increasing employee pay, providing promotions, and using appropriate organizational structures and systems to improve staff retention and overall performance. The conclusion emphasizes the importance of addressing these issues to maintain the hotel's brand value and customer satisfaction.

Introduction to
management

Table of Contents
INTRODUCTION...........................................................................................................................1
1. Review of management theory towards high turnover rate of employees...................................1
2. Analyzing the problem that is high turnover rate of employees..................................................2
3. Summary and Justification of key proposals...............................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
The Imperial Hotel situated in London, is a well known international chain of hotels.
Charles Fitzroy Doll build the original building between 1905 to 1911. Later in the year 1966, it
was demolished and was replaced by a building of same name. Lodge of Imperial Hotel is
shared with the President Hotel. It is a 4 star hotel (Anderson and et.al., 2015). Mainly, it creates
international business. Guests who have high expectations in terms of standards of service are
usually entertained by it. It has a total of 500 bedrooms with all the en-suite facilities. It also has
conference facilities, leisure centre , bars and many more with a total of 450 staff members. The
management of the hotel has been recently undertaken by new manger. From the past few years,
various problems are being faced by the management staff. The major problems are customers
dissatisfaction, high staff turnover, negative work culture, ineffective leadership, inefficient use
of IT systems and higher operating costs. The report basically configures the major problem that
is high staff turnover rate. The reason for this is that the work culture that is followed by the cited
firm has not been clearly intercepted. Moreover, the styles that are used for management become
aggressive at times. Furthermore, the working hours that are currently applied in the cited
organization are not very social. So, as a result of this, the employees are not able to deliver their
duties in proper way. The workers and other staff usually get demotivated because of this and as
a result, they usually decide to leave the organization that has been cited (Talk, 2016)..
Therefore, analysation of each of the issues faced by employee and other staff members should
be done, so that management could take effective measures to satisfy them and maintain the
reputation of hotel.
1. Review of management theory towards high turnover rate of employees
The activity of getting things done with help of people and other resources is referred as
management. With poorer management, every organization fails to satisfy the customers thereby
creating a negative impact over their minds. This poorer management is responsible for the
employees leaving the organization with in a year (Nekvapil and Sherman, 2015). Moreover, a
few of the supervisory staff also left organization. As a result, overall organization's performance
is affected. For this, the Systems Theory of management could be preferred. Employees are
usually not satisfied in Imperial Hotel because of the ineffective working culture. Also, the pay
that is offered to them is very low. This serves as a consequence because the workers get
attracted towards the high wages offered by the competing firms and they leave the cited
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organization. This management theory recognizes how a system affects the workers. It also
determines the way in which the worker affects the surrounding system. Worker's ineffective
response might be due to many factors in the surrounding system (Nahavandi, 2016). A system is
made up of many elements that work as a whole to achieve particular task. Managers can
examine patterns and events in the workplace with the help of broad perspective provided by
Systems theory. Coordination of programs to work as a collective whole for overall goal of
organization is done by managers with help of this theory. The ineffectiveness of workers at
Imperial hotel is a result of lack of coordination among different sub-systems within the
organization. The strength of each of the sub-system is derived from interaction with other
systems. This theory also involves taking of feedback to evaluate and improve functioning of the
system. So Imperial Hotel manager could introduce certain ways in which feedback could be
taken from management and co-workers. This will help to effectively manage the overall
functioning of the organization and also satisfy employees with effective management skills.
However, this management theory cannot be directly applied to the practical problems that
organizations have to undergo through. If, the manger is successfully able to apply this theory in
the hotel then, the working efficiency of workers could be improved. Moreover, if they are paid
with salaries that are worth their service then, they need not leave the organization because of
such issue. And as a result, the turnover rate of employees can be reduced (Stark, 2015).
2. Analyzing the problem that is high turnover rate of employees
Since, Imperial Hotel is a very well recognized brand , therefore customer dissatisfaction
is a stain over their brand. It has been graded lowest in the whole star chain terms. In the present
time, hospitality industry facing big issue which is high staff turnover rate. Employee turnover
rate refers to the rate in which business hire the new candidate and sometime fire to the staff
members of Imperial Hotel. High turnover sate signifies that workers of Imperial Hotel facing
some issues because higher authorities of business entity are not spending more money on doing
advertisement for the vacancies. Along with this not providing training to new employees. When
labour turnover of Imperial Hotel is high then business entity face some negative impacts such as
financial cost of recruiting as well as replacement of staff (Walden and et.al., 2015). Moreover,
lack of knowledge and skills in companies. There are many methods which assist in analyzing
labour turnover that is wastage index, standard formula. Along with this Imperial hotel have to
analyze the reason for staff departures. Wastage index helps in calculating the percentage of
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employees who are working in Imperial hotel and leave organization within a specific time. It is
a tool which is used by higher authority to measure turnover as it does not provide the
differentiation among the distinct categories of leavers. Moreover, manager of Imperial Hotel
can do the survey by filling questionnaire so that they can gather and collect actual information
or reason for leaving the company and this information can provide to employer so that they can
develop and improve staff retention strategy (Simon and Johnson, 2015). Further, they can
conduct interview for those employees who are leaving Imperial Hotel as it is a power
management tool which aid in gaining information that why the employees leaving organization
and what are the changes can be done to encourage workers.
Along with this they can conduct a employee engagement survey which succour in
identifying the different aspects for the employees by that they can feel positive and also those
aspects by which they feel negative before workers make decision for leaving Imperial Hotel.
There are some factors by which employees of Imperial hotel are not willing to retain and these
factors divided into three parts that is individual, enterprise as well as industry factors (Alam,
2015).
 Individual factors includes the unstable as well as long working hours, low payment, can
not reflect self worth. Unstable and long working hours includes that working in hotels
requires that employees have to do work for a long time and sometime overtime work
also be done which affect their life. Next is low payment as money is important factor for
employees. The wages of front line staff is not high that's why they will be willing to
change their job. To earn more money, they will change job. Another is cannot reflect
self worth. Employees of Imperial Hotel find that their self worth not reflecting by their
job and company hire many young people. If companies are not giving them to change to
show their self worth then they will willing to change job (Coşar, Guner and Tybout,
2016).
 Enterprise factors include unreasonable required, uncertainty of career development as
well as lack of communication. To provide high quality services to consumers, some
hotels set up their high standard as it creates a negative impact on employees. Without the
career development plan, employees of Imperial Hotel will demotivated and lack of
loyalty is there. If higher level manager not doing proper communication among workers
and do not care about their feelings then employees can do work in that company.
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 Industry factor includes the emotional labour, some employees of Imperial hotels are
working in night shift (Khamisa and et.al., 2015).
(Source: Process management, 2017)
The PDCA (Plan + Do + Check + Act) model can be used which has been explained in
the diagram above. It will help the Imperial Hotel to:
 To effectively manage the existing processes of Imperial that are followed by all
members of organization. It will also help in building up of effective communication
between various sub-departments.
 To improve plans and structures that are currently in action within organization so that
workers could work efficiently and offer quality services to guests.
This model has to be followed by the staff of Imperial Hotel in order to make the workers
give their contributions effectively.
The higher authorities of Imperial hotel have to reduce high turnover and for that they
have to increase the pay of employees. Along with this they have to provide promotions so that
they get motivated. Proper benefits should provide to them according to their work and
performance in company. Along with this they have to use appropriate organization system as
well as structure so that proper communication can be done between different departments
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Illustration 1: PDCA Plan

(Adriaenssens, De Gucht and Maes, 2015). Proper and best employees should be recruited and
they having all the knowledge and skills related to work. Further, higher authorities can take new
ideas for the improvement of Imperial hotel. In attaining success in industry they have to use
appropriate recruitment strategy that they have to hire right staff so that they can reap targets at
the time of high competition.
3. Summary and Justification of key proposals.
The PDCA plan will help Imperial Hotel in planning out different strategies as per the
complaints received from customers. Overall performance of the employees would be evaluated
and enhanced. They have to provide good salary as well as pay to employees so that they get
motivated and encouraged and by that they can deliver qualitative services to end users and not
leave the organization (Roche and et.al., 2015). On the basis of their performance in Imperial
Hotel they have to provide promotions from the first line staff to higher level so that they can
become impulsive. In the company, involvement of employees is necessary as they provide new
ideas and give opinions for the development by which Imperial Hotel can developed and attain
success in market. When higher authorities taking advice from them they feel as a part of
organization and retain in business entity. Company have to use new and innovative technology
and for using that manager of Imperial Hotel have to conduct training program for employees so
that they can gain all the information and by that they can provide best services to consumers and
feel good by which they can retain in corporation. Imperial hotel have to use appropriate
structure as well as system so that they can face any problem in doing work and also it helps in
doing effective communication among distinct departments in Hotels (Katsikea, Theodosiou and
Morgan, 2015). They have to recruit best employees which having a knowledge and skills of
doing this work so that any issue or obstacle can not appear in front of them and provide best
services which helps in improving performance in Imperial hotel and on the basis of that
performance they get bonus and incentives. Human resource department of company have to put
more efforts to retaining the workers in business entity.
CONCLUSION
Imperial Hotel is a very well known brand in the whole world. It offers all types of
luxurious facilities. Because of its brand value it has gained a large amount of popularity and
customers in UK mostly prefer it over other brands. Form the above analysis it has been
analyzed that high staff turnover rate is a biggest problem in hospitality industry. For removing
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this problem managers of imperial hotel have to provide proper training to them and also provide
incentives as well as bonus so that they get motivated and retain in Imperial hotel.
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REFERENCES
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Alam, S.M.T., 2015. Factors affecting job satisfaction, motivation and turnover rate of medical
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Asian Business Review. 1(2). pp.126-131.
Anderson, D.R and et.al., 2015. An introduction to management science: quantitative approaches
to decision making. Cengage learning.
Coşar, A.K., Guner, N and Tybout, J., 2016. Firm dynamics, job turnover, and wage distributions
in an open economy. The American Economic Review. 106(3). pp.625-663.
Katsikea, E., Theodosiou, M and Morgan, R.E., 2015. Why people quit: Explaining employee
turnover intentions among export sales managers. International Business Review. 24(3).
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Khamisa, N and et.al., 2015. Work related stress, burnout, job satisfaction and general health of
nurses. International journal of environmental research and public health. 12(1).
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Nahavandi, A., 2016. The Art and Science of Leadership -Global Edition. Pearson.
Nekvapil, J and Sherman, T., 2015. An introduction: Language management theory in language
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pp.1-12.
Roche, M.A and et.al., 2015. The rate and cost of nurse turnover in Australia. Collegian. 22(4).
pp.353-358.
Simon, N.S and Johnson, S.M., 2015. Teacher turnover in high-poverty schools: What we know
and can do. Teachers College Record. 117(3). pp.1-36.
Stark, J., 2015. Product lifecycle management. In Product Lifecycle Management (pp. 1-29).
Springer International Publishing.
Talk, O.M., 2016. Operations management.
Walden, D.D and et.al., 2015. Systems engineering handbook: A guide for system life cycle
processes and activities.
Online
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<http://www.qualityintegration.biz/BusinessProcessManagementShort>. [Accessed on
22nd March 2017].
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