Imperial Hotel: Strategy Plan for Improved Management and Performance

This report presents a strategic analysis of the Imperial Hotel, focusing on its management challenges, including high employee turnover, poor leadership, and ineffective marketing strategies. It identifies the issues arising from the previous manager's leadership style, such as a high turnover rate and revenue model problems. The report relates these issues to management theories like contingency and chaos theory, suggesting that the new manager should adopt these theories to make better decisions and improve overall performance. The report also outlines processes and procedures for effective management, including hiring practices, competitive pay, employee training, and improved marketing strategies, particularly digital presence and pricing. Recommendations include establishing a research and development division, implementing proper procedures, focusing on employee training and engagement, and analyzing competitor strategies. The conclusion emphasizes the importance of these strategies in improving the hotel's performance, customer satisfaction, and employee retention.

Strategy Plan- Imperial hotel

Table of Contents
INTRODUCTION ..........................................................................................................................3
Issues arise in the organisations:.................................................................................................3
Management theory which can be relates with the problems: ...................................................3
Process and Procedures for effective management.....................................................................4
Summary:....................................................................................................................................4
Recommendations.......................................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
The imperial hotel is London famous 4 star hotel but due to lack of proper management it
suffers from major problems such as high turnover of staff. Previously due to lack of improper
management workers of cited hotels were not feeling happy with their job conditions, they were
not getting promotions and increments in their job conditions. They were unable to improve their
skills and knowledge due to lack of improper leadership. Apart from these employees were not
motivated by the managers so workers were unable to provide the best services to the customers.
Due to lack of experienced employees' management of cited hotel was unable to satisfy
customers. Manager was unable to provide the services according to the customer desire. Hotel
was not providing quality in food and other services. Guest satisfaction was not achieved by the
hotel so this reduced the image of hotel in the market and also decrease the benefits of business.
Due to poor staff morale, hotel is graded lowest. Hotel had lost customer's loyalty due to
deficiency of proper management and services. Previously due to high rates of rooms and foods
as compare to another 4 star chain hotels it lost its customers. Hotels suffers from budgetary
pressure due to all the problems. Hotel lost its benefits and income from the sixty rooms out of
action at any one time. All these problems affect the image of hotels negatively. The poor
leadership and improper management has left hotel in unstable position.
Issues arise in the organisations:
From the case the the various problems manage been evolved in the imperial hotel such
as follows
 Leadership style of previous manager
 High turn over ratio due to poor ethic of employees.
 Revenue model affected and marketing strategies without competitor analysis.
Management theory which can be relates with the problems:
The most important issues in imperial hotel is to difficulty in managing the hotel for the
previous manger. The issues of the organisation started with poor leadership style of previous
manger. The management theory that cab be related with problems contingency theory and
system theory.
Contingency theory will suggest the organisations in which the manger will take the
better decision according to the situation arise in front of them. Same as in the case the imperial

hotel the previous manger is not able to take the decision which can be influence on the
organisation and the most of the problems are in their leadership style (Yenne, 2014). Due to the
poor leadership skill the way they will need to take decision on the basis of employees attitude
and behaviour in organisation these means implementation of organisation is not proper and the
hotel management have to think about their top management decision which are not able to
impact on the organisations. The way the previous manger have taken the decision for business
are affected on the revenue. Because they are not able to control on the cost of the hotel room ms
as compared to the competitor had set the prices for their per room is comparative low. The poor
market analysis of the manager had suffered on the profits.
As such the new manger had taken the charge to take necessary step according to the
chaos theory of management that will help to improve the overall performance of the
organisations in a better manner.
Chaos theory of management will give the proper direction tom the manger to take the better
decision in organisations. the various situation had already faced by the imperial hotel which
they ned to from the better strategies on the basis of competitor analysis and pricing strategies
will help to stop the complexity and possibility for susceptible programmes will increase. The
new manage have to focus on the new level of complexity and reduce the previous burdens from
the organisations. The new manger have to understand the situations of organisation and make a
new plan to bring the changes on the basis of application of chaos theory which suggest the
changes is the evolution of organisations. It is important for the manger to understand competitor
situation and their step of decision which they can applied on the imperial hotel as well (Yeh,
Chen and Li, 2012).
Therefore the chaos theory have to important to considered in the organisations for better
outcomes in the management. The new manager have the huge responsibility to changes the
entire structures of the firm. For the all the organisation leadership style play the major role to
take necessary decision to enhance the overall performance.
Process and Procedures for effective management
To overcome the mentioned problems such as high turn over of employees, poor ethic of
employees effective management have to bring in the cited hotel. To increase business growth in
effective manner mentioned hotel should remove all these problems by following the different

techniques and marketing strategies. Due to lack of proper management hotel faces high turn
over of employees problems. This problem continually affect the hotel growth and business
negatively (Wong, 2012). To remove this process manager of cited hotel must follow the
marketing strategies and trainings which are given below:
to remove the high turn over of employee: workers left the jobs when they are not satisfied with
the job conditions. Following are the simple ways to overcome this problems
Hire the right people: manager of mentioned hotel should hire the right workers. Manager have
to select the employees according to the need of business. He should select the employee on the
basis of personal skills and qualification. Personal skills such as good communication, positive
attitude is very important for the hotel to satisfy their customers. If employee is not fit with
workplace they will not be happy with job conditions and they will leave the job.
Offer competitive pay and benefits: organisation should pay enough to their employee so that
employee can feel relax and happy with job environment. When workers feel satisfy with the job
conditions than they will give their extra efforts in the success of business. Manager of cited
hotel should determine competitive salary range in local area and provide the salary after
analysing all these factors. Apart from this owner should provide extra benefits and flexibilities
to their staff members to improve their job satisfaction level and their performance. They should
offers the bonus system and other expenditure to the employees.
Development trainings/ reward system: this are the simplest and effective way to reduce the
employee turn over problems. Manager should provides the development trainings to improve t
he performance of employees so that they can satisfy the customers. Workers will learn the new
skills and techniques of services from development trainings ( Ward, Mansinghka, Mansinghka,
Tran, Sambamurthy and Sambamurthy, 2017.). By this trainings' employee can share their ideas,
skills and experience with each others so this process will increase the business growth. Apart
from this manager hotel must offers the reward system to motivate the employees. Manager
should provide the reward to their employees so that they can feel motivate and perform at high
level and provides their extra efforts to business.
On the other hand cited hotel should improve its marketing strategies to improve the business
growth and benefits. Cited hotel is rating down due to poor management, poor customer service,

poor accounting and poor advertising. To improve the marketing strategies cited hotel should
improve in following sectors:
Digital presence and social media: imperial hotel need to have high quality website. Customer
can review hotel's establishment honesty. By using the social advertisement cited hotel can
improve their business growth and can attract the customers. Manager of cited hotel should
promote their business by advertisement on TV, newspaper, asocial media etc. by this marketing
strategies they can attract the more customers.
Pricing: to attract the customers cited hotel should provide the services at low price as compare
to other hotels. Price is basically amount that customers pays for to enjoy. So in starting to bring
and to attract the customers it is necessary to provide the services at low price. This process will
increase he number of customer's for hotel. Low price will shape the perception of imperial hotel
in customer eyes. Once a reputation is build after that mentioned company can change their rates
of its services to get more benefits ( Ali, 2016).
Summary:
It can be summarised easily from the case of imperial hotel all the issues have been
evolved due to the poor leadership style of previous manager are not appropriate. These all the
problems are causes the various problems in the organisation in which the employees turn over
have been increase due to poor ethics of manpower and the pricing strategies of firm are set
without the competitor analysis. Afterwards the new manger had appointed in the organisation
have to take the decision according to the chaos theory of management which is focus on the
changes in organisation with reduction of complexity. Due to the poor implementation of the
marketing strategies in imperial hotel are affect on the profits and overall performance. It is
important for the organisation to study the market and decision of the competitor before taking
any important judgement for the betters of organisation. It can be identified that the number of
rooms they are previous sold due to high price but they are not addressing any values in the
customer while the competitor will focus on low price. If all the factors will analysis by the new
manger for imperial hotel to take important decision

Recommendations
From the problems identify and the solution can be implement on the basis of various
theory of management it is recommend to the imperial hotel to improve the overall preform,acne
of the organisations.
 Imperial hotel management have to from the research and development division which
will help to improve the goods and services according to the analysis of the competitor
strength and weakness.
 Proper process and procedure have to implementations for getting better outcomes in
their management.
 To human resource have to focus to decrease the turnover ratio of employee and have to
arrange the training for improving the ethics of employees at their workplace.
 If the new mange will focus on the two theory of management such as Contingency and
Chaos will help to improve in the set the better organisation structures.
 It is important for the organisation to evaluate the performance of the employees after the
trainings had been finished.
 Employees engagement activity to retain the employees which will reduce the turn over.
 The new mange have to take the decision on the basis of strength and weakness of the
organisations as well competitors.
 If the organisation will focus on their cost they can easily reduce the burden on the
profits.
CONCLUSION
This report focused on the previous problems of hotels such as high turn over ratio of
employees, ineffective management etc. This report also explained the new marketing strategies
to improve the business growth and its image. This report focused on the roles and
responsibilities of managers to improve the business. Apart from this it also focused on
leadership style and marketing strategies. It focused on the different marketing style such as
online marketing, advertisement etc. this report explained the importance of Contingency theory
and Chaos theory in cited hotel.

It concluded that by these strategies' hotel is able to improve its performance in effective
manner. Now hotel is able to satisfy the customers by providing the high and best quality. High
turn over rate of employee is removed by using the motivational techniques and development
trainings. Hotel following the best leadership style to improve its business. Apart from this by
different marketing strategies hotel is able to attract customers and it increases the customers'
loyalty. For the better outcomes of the organisation the manger need to focus on all the
recommendation and the theory have tom applied on the businesses. So if all these will be
successfully implement on the imperial hotel will improve the profits and overall performance.

REFERENCES
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