Imperial Hotel: Analyzing Guest Satisfaction and Operational Issues

This report examines the challenges faced by The Imperial Hotel, a four-star London hotel, regarding poor guest satisfaction. It identifies management and operational causes, including slow service, and discusses their impact on staff morale and operational efficiency. The report proposes a 3-point plan to resolve these issues, focusing on hiring suitable candidates, providing appropriate training, and taking regular customer feedback. It supports its recommendations with management theories like Scientific Management and Systems Management, as well as management principles such as division of work and equality. The goal is to improve service quality, boost staff morale, enhance operational efficiency, and ensure the hotel's financial sustainability. The report concludes by emphasizing the importance of effective management in achieving these goals.

Introduction to
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Discuss the problem’s likely causes from a management and operational perspective including
any relationships with the other 4 problems................................................................................3
Put forward a 3-point plan for resolving the problem particularly in terms of improving the
quality of service, staff morale, operational efficiency and productivity to make the hotel
financially sustainable..................................................................................................................4
Support your answer with management and operations theories and principles ........................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Management can be defined as the key function in any of the business organisation which
helps to accomplish the goals in specific time period. It is necessary because it simply gives the
idea that how any of the problem with the help of planning and organising. In this specific
project the chosen organisation is The Imperial Hotel. It is the four-star hotel, located in London.
It is one of the international brand of chain hotel and performing well in the market. In context of
the file, first problem will be focused that why hotel is facing the problem related to poor guest
satisfaction. On that particular basis appropriate suggestions and solutions will be provided in the
file so that in future period of time company can perform better to accomplish their goals.
MAIN BODY
Discuss the problem’s likely causes from a management and operational perspective including
any relationships with the other 4 problems
The chosen problem is poor guest satisfaction. The management of Imperial Hotel is
unable to provide the services which are required by the customers whenever they visit any of
the hotel. Guest are having the complain that hotel is unable to provide the qualitative services as
their services are very slow, they are unable to provide the requirement of customers on specific
time period which is one of the major problem. Talking about the poor customer satisfaction it is
one of those problem within the premises of The Imperial Hotel that has been affecting them to
accomplish their goals. It is said that they are unable to deal with this problem (Noe and et. al.,
2017). Firstly, it is one of the reason that other problem has been also raised for example: the
management is trying to hire new employees to sort out this respective problem but in addition it
is raising the new problem as high labour turnover which is not allowing to earn reasonable
amount of profit.
If in any of the case company hire the additional number of employees for the purposes
of improving the performance, they even suffer in that particular case because this are the
situation where miscommunication and leave of employees increase automatically. In context of
The Imperial Hotel, London is also facing the similar form of problem where they are unaware
about the situation because in order to resolve the problem related to customer satisfaction they
suffer much and more (Anderson and et. al., 2018). Company is hiring new employees due to
which existing employees are also unable to give proper attention to their work.

Talking about the third scenario, it can be easily said that customer’s satisfaction only be
improved in the case where they are being served with the services which they require the most.
It is the responsibility of front desk and restaurant and bar to manage every single thing so that
problem can be sorted out in short period of time and effective result can be obtained. But, in
case if The Imperial Hotel are unable to do this which is creating problem for them. It is needed
to understand for the management department of hotel that if they are willing to perform better in
upcoming time period then they must give focus on their performance. Also, in order to give
better customer satisfaction, it is necessary for the back house staff to work according to the
requirement of staff so that improvement can be done in the working area and better services to
the staff can be provided.

Put forward a 3-point plan for resolving the problem particularly in terms of improving the
quality of service, staff morale, operational efficiency and productivity to make the hotel
financially sustainable.
Whenever any of the problem occur it doesn’t allow organisation to perform well but if in
any of the case goals are required to be obtained then problem are needed to be deal so that
positive results can be obtained. It is said that company can only perform well if they do have the
solution to the problem which occurs on daily basis (Gabriel, Maxwell and Orgill, 2019). In
context of The Imperial Hotel, if they are willing to improve their performance in-front of the
customers and market then they must find some of the ways so that positive goals can be
obtained. Below, there are some of the way which can help Imperial hotel to improve their
performance.
 Hiring the suitable candidate: If any of the hotel industry wants to perform well within
the market then it is necessary for them to hire those candidates who are able to perform
as per the requirement of organisation. Whenever any of the suitable candidate are hired
they work according to the requirement of organisation. In case of The Imperial Hotel, if
they want to improve the level of customer satisfaction then selection of suitable
candidate is very important (Soederberg, 2016). It is important to understand that
selection of right candidate will allow company to take appropriate decision which will
help to reduce the burden from the management.
 Providing appropriate training: In any of the business organisation, it is very crucial
that appropriate training must be provided to employees of the company so that they can
develop the ability to take right decision as per the situation. In simple words it helps to
boost the confidence of employees who can perform in the changing situation. In context
of The Imperial Hotel, they are needed to understand that their management must provide
the training to employees as per their skills and talent so that they tackle with the guest at
the time of providing them the services (Cameron and Rössler, 2018).
 Taking regular feedback: In any of the situation if company wants to improve their
performance in the market then it is necessary for them to take the feedback from
customers. In context of The Imperial Hotel, they are facing the problem related to the
weaker customer’s satisfaction level. It will help the management to work on the

feedback given by the customers so that result can be accomplished in future period of
time.
This are some of the which can be helpful for the hotel industry like Imperial Hotel which is
performing their duty in the market since longer period of time. In simple words, performance
will also improve which will allow the business organization to sustain in the market.
Support your answer with management and operations theories and principles
Management theories and principles are the way which can give idea to business
organisation that how they are required to perform within the market in order to accomplish the
goals. In context of The Imperial Hotel, if they want to improve their performance they are
needed to understand that selection of suitable theory will play the crucial role because it will
give the guidance that when any of the business decision is required to be taken so that
organisation goals can be accomplished. Here, some of the management theory that can help the
business organisation to improve the satisfaction level of employees are explained below:
 Scientific Management Theory: It is one of the management theory which can be very
effective for any of the business organisation as it will help the company to perform
better in any of the situation because basic rule in this is to simplify the work to achieve
the target. If any of the company wants their employees to perform better, then they must
look for giving proper incentives as it is the only way which keeps employee motivated at
any period of time (Banfield, Kay and Royles, 2018). In context of The Imperial Hotel,
they are not being able to provide the suitable services to their customers but scientific
management theory. Incentives should be given on the basis work performed by the
employees because it will allow them to improve their performance through which goals
can be accomplished.
 System Management System: This type of management theory is very crucial for the
business organisation because it simply gives that idea that how any of the work is
needed to be done in systematic manner. It tells that company can only perform better in
that particular situation where there is better relationship between different departments
because work can be simplified in it (Parker, 2018). Organisation like Imperial Hotel ca
be benefited from this theory because it will guide that how any of the work is needed to

be conducted. Even employees will be able to deal with the requirement of customers in
which they are lacking since longer period of time.
Management Principle
It is said that management principle can be one of the way which can help the business
organization to perform better within the market as it can give guidance that how any of the work
is needed to be done. Company like Imperial Hotels will be able to improve their performance
with the help of management principle as they will know that how to handle and of the
customers and what types of accommodation should be provided to them. Below, some of the
principle are mentioned which can be helpful in order to enhance the performance.
 Division of Work: It is necessary that the management of Imperial must divide the work
among the employees that what are the major responsibility that they are needed to
complete so that organisation can be achieved (Dyck, 2017).
 Division of Labour: If in any of the situation company is willing to improve their
performance they are needed to focus that they must give work to their employees on the
basis of their talent so that they can give their best to accomplish the goals of an
organisation.
 Unity of Direction: It is crucial for the company like The Imperial Hotels that if they
want to perform better in any of the situation and improve the level of customer’s
satisfaction then they are all of the work in same direction. It simply wants to clear that
company wants to perform their work on single plan and policy.
 Equality: Employees can perform only in the situation where they are being treated
equally. It is important for The Imperial Hotels that company must give equal opportunity
and there should not be any kind of discrimination on the basis of colour, salary, gender
and many more.
These are some of the principle of management which can be helpful for the purpose of
enhancing the performance of an organization (Phillips, Neal and Webb, 2016). If company like
Imperial Hotel will be able to adopt all of this, then they can easily help themselves to uplift their
performance.

CONCLUSION
From the above file, it can be easily concluded that management is one of the key function
within the business organisation as it tells that how any of the work is needed to be performed.
There are number of situation where company is unable to perform well but in that respective
situation performance can improved their graph if they try to manage each and every work in a
systematic manner. Management theories and principle are one of the possible manner which can
help company to take fair decision through which level of customer satisfaction level can be
improved.

REFERENCES
Books & Journals
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Anderson, D. R. and et. al., 2018. An introduction to management science: quantitative
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Incisions Utilizing Closed-Incision Negative-Pressure Therapy”. Plastic and
reconstructive surgery. 143(1S). pp.4S-5S.
Soederberg, S., 2016. Introduction–risk management in global capitalism. In Risking
Capitalism (pp. 1-20). Emerald Group Publishing Limited.
Cameron, C. and Rössler, M., 2018. Introduction of management planning for cultural world
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3-13). Springer, Cham.
Banfield, P., Kay, R. and Royles, D., 2018. Introduction to human resource management.
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Parker, G., 2018. Introduction to Management. Bipolar II Disorder: Modelling, Measuring and
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