Imperial Hotel: Report on Management, Leadership, and Problem Solving

This report examines the ineffective management and leadership at the Imperial Hotel in London, focusing on issues stemming from poor monitoring and control procedures. It identifies core problems such as weak reporting practices and a disconnect between reported and actual guest experiences. The report applies management and leadership theories, including contingency and bureaucratic management, to address these challenges. It discusses principles for effective management and leadership, such as division of labor, chain of command, and staff qualification-based promotion. The analysis links ineffective management to high operating costs, staff turnover, and poor guest satisfaction. The report then evaluates the usefulness of suggested actions, including leading by example, reviewing monitoring procedures, and devising cross-departmental collaboration. Alternative solutions, such as staff training and rewards, are also proposed to improve the hotel's performance and profitability. The conclusion emphasizes the importance of effective management and leadership skills for the hotel's success.

Introduction to
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK ..............................................................................................................................................1
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Management refers to a process of getting people together in order to attain desired
objectives and goals by effectual use of available resources. Effective management and
leadership is necessary for every organisation in order to deliver high quality services. Managers
and leaders, with their effective skills, leads the firm towards growth and success (Abe, 2010).
This assignment is based on Imperial Hotel which is located in London and caters their services
to international tourists and business guests. The report includes a problem of ineffective
management and leadership which hotel face due to poor monitoring & control procedures by
previous supervisory staff and heads of department.
TASK
Issue: Ineffective management and leadership
Core reason for problem:
The core reason behind this issue is poor monitoring and control procedures. Managers
and supervisors are fail to monitor work standard that are undertaken in kitchens, housekeeping
and hotel's reception on daily basis. Their reporting practices are weak and when the complaints
of guests are considered, a disconnect is seen between what happens in reality and what is
reported. Because of poor management and leadership skills of supervisors and managers,
Imperial Hotel face many problems related with ineffective management and leadership.
Management and leadership theory for effective management and control
Main aim behind applying management theories is to enhance productivity as well as
quality of services. It is essential for managers and leaders to adopt these theories. It assists them
in preparing effective policies and strategies. As per the case study of Imperial Hotel, it seems
that the services render by hotel is not up to mark due to ineffective monitoring and control
procedures. This badly impact on hotel rating and declines the ability to attract customers. The
main reason of arising all these problems is ineffective management and leadership of
department heads and supervisors (Alvesson and Willmott, 2012). The theories that should be
applied by administrators of Imperial Hotel are defined below:
Contingency theory: The theory states that managers should take decisions according to
situations. Application of this theory assists in overcoming current problem that is faced by
imperial hotel. This theory facilitates in improving participation of different departments of staff
in activities of firm. It also assists in improving motivation of manpower.
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Bureaucratic management theory by Max Weber: It refers to an effective management
theory that is mainly taken into consideration by general manager of Imperial Hotel concerned
with eliminating ineffective management problem and control over various departmental
functions. This theory mainly consist of two main component that deals with development of
hotel structure into an establishment and hierarchy of objectives and goals which regulates the
various activities of different organisational department and its staff members. This theory laid
more stress on hotel function in more appropriate and rational manner instead of dealing it on the
basis of irrational emotion (Kern, 2014). The main six principle that help in building effective
management in the given hotel are discussed below:
Proper Division of labour: This is related with hiring of effective staff member in the
Hotel on the basis of their specialised skills and knowledge and should maintain adequate
balance between responsibilities and power.
Chain of Command: This deals with development of proper system that helps in
maintaining and flowing effective information flow concerned with decision and work from top
to bottom. It also helps to determine effective control and monitor over the activities of imperial
hotel.
Separation of personal and official party: It is essential to understand or realize the fact
that assets and owner both are different from each other.
Application of consistent rules: While executing this approach, the manager of hotel
imperial needs to define proper rules and regulations which makes easier for their employees to
follow and adjust according to the culture and working environment of hotel. Moreover with
cleared instruction and guidelines, it becomes much easier for them to execute task in an
effective manner (Kim, Jvm, 2012).
Selection and promotion based on qualification: It is one of the effective principle that
help in promoting confidence among them which enables them to work more effectively and
efficiently.
Link of ineffective management & leadership with other problems:
Ineffective management and leadership leads the firm towards high operating costs as
managers & leaders are not able to provide proper guidance to back house staff or housekeeping,
maintenance and kitchen staff. Due to this, poor operating and control processes takes place and
stock being pilfered regularly. Staff evidence not meets the basic standard operating procedures
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which results in unusual high operating cost (Anderson and et. al., 2015). Staff turnover is also
high due to ineffective management as they are not getting right directions and good work
surroundings. This lowers down the morale of employees and they are not able to work in proper
way. Inefficient use of IT system and poor team working leads to poor guest satisfaction. All
these issues are interlinked with ineffective management and leadership as managers as well as
leaders don't have appropriate skills which are required to manage activities of organisation.
They do not have the ability to influence their staff members for doing work effectively.
Usefulness of suggested actions proposed by Peter Farnsworth:
In order to resolve ineffective management and leadership problem, the actions suggested
by Peter Farnsworth are very useful in order to overcome this problem. The suggestions that they
provide are as follows:
Lead by example:
It is one of the quality of effective leaders that they lead by example. There are various
ways to lead by example. These ways should be adopted by leaders of Imperial Hotel in order to
lead the firm towards growth and satisfy their guests in proper way. The ways to lead by example
are: Be truthful: Inappropriate representation influence everyone. It is necessary for leaders
and mangers to show that honesty is really the best policy (Albert and Beatty, 2014). Delegate liberally: It is important to promote such kind of atmosphere in which
individual can emphasize on their core or main strengths. Be persistent: It is one of the main quality that a leader should have in order to influence
others. For team members, leaders are the motivators. They lead team by presenting best
examples in front of their group members. They should have the quality to try again and
again, even if they fail. This shows that obstacles do not define their team or company. Listen: A good leader has the quality to listen everyone carefully and try to understand
what other person wants to say. They take opinion of other members of team and take
effective decisions.
 Create solutions: Leaders with their effective innovative skills, creates solutions of many
problems (Runge, 2011).
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All above mentioned are the ways through which the problem of ineffective management
and leadership can be resolved in Imperial Hotel (Boswell and O'Kane, 2011). Lead by example
is an effective way suggested by Peter Farnsworth for solving this issue.
Review monitoring procedures and IT support:
Evaluation and Monitoring is critical in order to ensure the success of plans and policies
for long term. It assists in ensuring that proper adjustments are made in current actions.
Monitoring of activities of firm as well as employees is necessary. It assists in improving
performance of company (Why Customer Satisfaction Is Important, 2017). It is necessary for the
manger and leader of Imperial Hotel to review all the processes used by firm such as customer
check in and check out process. They must ensure that the queues of guests are not long. This
will help them in providing effective services to their customers and satisfying them with the
offered services. Managers and leaders also needs to ensure that all the hotel staff of front and
back office are working properly and provide good services properly. Managers needs to make
effective plans and policies so that all the employees understand their roles and responsibilities
properly. Strategies should be developed so that high quality services can be administered to
guests. This will help Imperial Hotel in serving and satisfying their customers in more proper
way.
Devise cross-department collaboration:
Cross department collaboration is important so that operations of Hotel can be performed
effectively and operating costs can be reduced. It should be ensured by manager that all the
departments work collaboratively (Damron, 2013). Managers of all departments needs to
coordinate with each other so that operations of all areas are performed in better manner. Proper
communication among all the departments is an important factor as miscommunication may
create many problems. So, managers needs to ensure that proper communication channels are
used. This will eliminate misunderstandings among employees. In order to establish coordination
among all the different department of Imperial Hotel, it is necessary that managers and leaders
have management and leadership skills. Without that, it would not be possible to develop
coordination and cooperation among team members of departments. Ineffective leadership leads
the firm towards losses and decline in growth. So, it is important that all the department are
working as team. This will assist in enhancing performance and overall profitability of Hotel as
team working improves operations of firm and decreases their operating costs.
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Alternative ways to resolve this problem
Provide training and development to staff:
In order to resolve the problem of ineffective management and leadership, it is important
for Imperial Hotel to administer proper training programme to management staff which helps
them in understanding their roles and responsibilities in proper manner (Haddow, Bullock and
Coppola, 2013). It is also important to administer training to operation level staff or staff of
kitchen, housekeeping and maintenance department so that their skills can be improved and they
are able to provide high quality services to their guests. Training and development increase
potential of employees and boost up their confidence level. It facilitates in improving the overall
productivity of Imperial Hotel as well as its staff members.
Administer rewards to employees for their work:
For improving productivity and profit of hotel, it is important to provide rewards for the
work done by employees. This will help in motivating employees and encouraging them to work
in better way. This will also reduce employee turnover of Imperial hotel as if they get rewards
for their work, they feel satisfied (Hislop, 2013). This will ultimately increase profits and
revenues of company.
It is very important for the growth and success of Imperial Hotel that managers and
leaders have good skills. These skills helps in managing all the activities in proper way
CONCLUSION
From the above mentioned report, it has been concluded that it is very important that
managers and leaders should have effective skills of management & leadership. Ineffective
management influence the firm in negative way. It directly influence the growth and
sustainability of hotel. Effective management increase overall productivity and profitability of
firm. Employees can not be able to work properly without proper guidance of manager and
leader. So, it is important for administrators of Imperial Hotel to use effective management
approach so that operations can be performed in better way and operating cost can be reduced.
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REFERENCES
Books and Journals
Abe, M., 2010. Introduction: Japanese management in the 21st century. In Innovation and
change in Japanese management (pp. 1-11). Palgrave Macmillan UK.
Albert, M and Beatty, B.J., 2014. Flipping the classroom applications to curriculum redesign for
an introduction to management course: Impact on grades. Journal of Education for
Business.89(8). pp.419-424.
Alvesson, M and Willmott, H., 2012. Making sense of management: A critical introduction.
Sage.
Anderson, D.R and et. al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Boswell, R and O'Kane, D., 2011. Introduction: Heritage management and tourism in
Africa. Journal of Contemporary African Studies.29(4). pp.361-369.
Damron, W.S., 2013. Introduction to animal science. Pearson Higher Ed.
Haddow, G., Bullock, J and Coppola, D.P., 2013. Introduction to emergency management.
Butterworth-Heinemann.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.
Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
Kim, J.H., Jvm Co., Ltd., 2012. Automated medicine storage and medicine
introduction/discharge management system. U.S. Patent 8,281,553.
Runge, M.C., 2011. An introduction to adaptive management for threatened and endangered
species. Journal of Fish and Wildlife Management.2(2). pp.220-233.
Online
Why Customer Satisfaction Is Important. 2017 [Online] Available
through<https://survicate.com/customer-satisfaction/importance-customer-satisfaction/
>./
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