An Analysis of Leadership and Management Issues at The Imperial Hotel

This report provides a comprehensive analysis of the management and leadership challenges faced by The Imperial Hotel in London. It begins with an introduction to management principles and reviews relevant management theories, particularly the Situational Leadership Theory. The report identifies key problems, including poor staff performance, low staff retention, and ineffective teamwork, attributing these issues to inappropriate motivation, autocratic leadership, and ineffective operational procedures. It then proposes a three-point plan to address these challenges, focusing on improved appraisal systems, enhanced teamwork strategies, and increased employee motivation. The report concludes by emphasizing the importance of effective management and leadership in overcoming these issues and ensuring the hotel's future success. This report offers a valuable insights into leadership, management and its challenges in hotel industry.

Introduction to
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
REVIEW OF MANAGEMENT THEORY.....................................................................................3
ANALYSIS TO PROBLEM...........................................................................................................6
SUMMARY AND JUSTIFICATION.............................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Management is a process of administrating all the primary and secondary activities of the
entity by using the similar management functions beginning with planning, organising, directing,
and controlling. Management of an organisation are responsible for number of actions and
activities but majorly it is used for making best plans and strategies for the respective entity by
aligning them to the ultimate objectives of the form (Tropman, 2020). The present report is based
on The Imperial Hotel, located in London. The hotel is most popular and recognised as a star city
hotel with in the country. The report will be covering the determining of issues and problems
faced by the entity such as Poor operating staff, Poor staff retention and increasing
ineffectiveness of the brand and productivity of people. The report will be covering potential
issues and their causes and a plan for overcoming them in the best manner possible.
REVIEW OF MANAGEMENT THEORY
The importance of reviewing the problem of ineffective performance of house staff by
using specific management theories. This is helpful and allows in gaining a clearer perspective
when highlighting the issues and challenges within the organisation that analyses the scope of
improvement within the whole problem. Moreover, the management theories would also help in
assisting and support in interpreting the data in an appropriate manner with utmost efficiency.
Thus, for making better evaluation of data and information of The Imperial Hotel, there is
a particular theories or approaches which would help in understanding the current management
within the hotel is Situational Leadership Theory (Amici and Cepiku, 2020). The theory states
that that there is no particular aspect or way in which respective style of leadership within a
company and the leaders, should chose and work with. According to the case of The Imperial
Hotel, the new manager must adopt leadership approaches in accordance to the situation
predominant within the organisation. As per the Situational leadership theory there are number of
styles suggested to leaders in regards to make use of them in the appropriate situations by
making relationships. These theories are as follows:
 Autocratic Leadership- This form of leadership style is the one according to which the
power and authority within the organisation is accessible few member that are present on
the top level within the company. Such leadership style is more of a directive approach
that is taken where the employee engagement and their involvement is not considered.
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 Democratic Leadership- According to the democratic leadership style, employee
engagement in the decision making process of the company is encouraged. Along with
the responsibility and authority is distributed and divided to employees rendering them a
little decision making power.
 Transformational Leadership- This leadership style is associated with supporting a
change within the organisation, that is according to it the leaders and develops a vision
and accordingly guide the employees in order to attain the objectives with the focus of
attaining organisational goals (Collings, Mellahi and Cascio, 2019).
 Laissez-Faire Leadership- The leadership style of Laissez-Faire is a hand off approach
where employees are trusted by the leader and they are provided all power to deal with all
the activities and actions associated and important for completing the assigned tasks.
In relevance to the theory there are some quadrants which reflects the support and
direction that leaders provide to their subordinates. In regards to The Imperial Hotel the
workforce is suffering and currently not in a good shape. Under the direction and management
Peter Farnsworth of The Imperial Hotel, as mentioned and presented in the case study.
IMPERIAL HOTEL, LONDON D
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B
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Low
H
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High
Supportive
Behaviour
High Supporting Coaching
Low Delegating Directing
The analysis of these quadrants are mentioned below in relation with the focus kept on
The Imperial Hotel:
 Directing- The style is used by leaders while making directions and proper guidance to
staff. Such leadership style works most prominently when implemented when the
employees lack knowledge and skills to perform a certain activity as they are new to the
organisation or are not aware about the changing needs. The Imperial Hotel, leaders make
use of such style and implement it within the organisation, where limited support is
provided to the in-house staff and they face challenges and problems by foreign
employees most specifically with Spanish employees.
 Coaching- According to this leadership style directions are provided by the leader and
also by manager to employees for rendering high support towards their needs. This style
is useful for leaders in The Imperial Hotel when employees are less skilled and needs
trainings for making developments (Wang and et. al., 2020).
 Delegating- In relation to the delegating leadership, the leader delegates the task to
associates and team members when the employees are highly skilled, but lack
commitment. The Imperial Hotel leaders delegates tasks to all employees that are in-
house and Spanish employees. However, the implementation and leadership was very
weak within the organisation as the employees lacks motivation and the main reason
behind it was of ineffective appraisals plans.
 Supportive- The supportive leadership style is where the hands off approach is used by
leaders. In relation to the same less direction and high support is given to the employees
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or workforce with the motive of deriving and offering higher employee satisfaction and
job appropriateness. However, this approach in The Imperial Hotel is not easily
applicable and implemented as the housekeeping department staff stays in continuous
need for directions for performing better and productively.
Therefore, the analysis above states that effective leadership is severely lacking in The
Imperial Hotel, when it comes to supporting the in-house staff on their job roles and
responsibilities. Moreover, the company is also facing problem of lacking and inefficient
teamwork as people do not trust one another and most importantly lack communication.
ANALYSIS TO PROBLEM
Once the challenges and problems within The Imperial Hotel are identified and
interpreted, the root cause of the issue are needed to be determined too. With respect to The
Imperial Hotel, there are various reasons that have lead the organisation towards ineffective
performance in terms of matching with Standard Operating Procedures (SOPS). Some of these
probable reasons are as follows:
Management Perspective:
 Inappropriate Motivation- The management of The Imperial Hotel do believe that
people within the organisation do lack motivation and majorly the In-house staff. This is
because the that the performance management system of the company, there is a
consistent higher performance of the Spanish Staff, which has been a cause of resentment
with the workforce (de Oliveira and Rabechini Jr, 2019). Furthermore, in The Imperial
Hotel the employee are not appraised well and their incentives are really low which is
another reason for their lacking motivation and actually leading staff to demotivation.
The training and development session are provided to Spanish employees not the In-
House people. This is a huge concern as people do not have any development opportunity
and thus, their motivation and performance is a huge problem for the Hotel.
 Lack of Teamwork- Another major areas or reason causing problem within the
organisation is of teamwork. It is clearly stated that Spanish staff member are highly
reluctant while working and assigned different tasks with any In-House staff member or
member in their teams. The reluctance and resistance of the Spanish employees is
creating problems and barriers for the organisation and bringing ineffectiveness and
inefficiency as employees lacks trust and cooperative work environment. The In-House
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staff of the Hotel are losing their efficiency as they are not getting any cooperation from
the other side reduced.
Operational Perspective:
 Autocratic Leadership- In regards to analysis conducted above and data recognised the
company only offer minimal support and direction to staff. The reason behind is the work
being allotted to both In-house and Spanish workforce. The staff is not encouraged as
managers do not focus on keeping people skilled and motivated, performance of
individuals are judged on sampling basis which is ineffective and causing chaos. Hence,
such autocratic leadership and decision making approach of evaluation and monitoring
reduces the performances (Muller, 2019).
 Ineffective Operational and Control Procedures- Texlon System is used by The
Imperial Hotel to track employees and their their performance levels but they are not
effective enough to track people performances throughout their job roles. Thus, Texlon is
not a strong process for the Hotel. Along with it the operational procedures of the
organisations like quality management, trainings and development etc. are not also not
effective enough. This is causing friction in consideration to appropriate and desired
performance level of the company's full time employees.
SUMMARY AND JUSTIFICATION
The problems identified above each of it is needed to have effective and essential
solutions in order to provide the organisation a better and consistent performance in future. The
Imperial Hotel, do face number of challenges which are needed to be reduced to a minimal level
for which numerous appropriate and effective measures are available for the brand which can be
taken for ensuring improvement and improvisation in current performances (Omran and Negm,
2020). In regards to the same a three-point plan is constructed underneath which include several
strategies and measures. Appraisal Systems- The and recording techniques of the organisation needs to be updated
and improved. this is one of the easiest and a significant way through which the company
can improvise its performances relation with improving their service deliveries and
performances of staff members. This practice will enable the entity to analyse and
evaluate performances of each member on the workforce on the basis of reliability,
quality and customer satisfaction. Along with it the process will also help in fulfilling the
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requirements and basic expectations of employees from the brand and the job they are
performing which will also help in increasing the commitment of people towards The
Imperial Hotel. Teamwork- The second stage of the plan and another very relevant aspect related to
enhancing the scope and making improvements within the organisation as well as
resolving the problems is of better teamwork. It is a fact that effective and their team
work is a key success factor for an organisation (Konstantinides and et. al., 2020). The
Imperial Hotel and its management can make use of different communication and
effective interactive tools that will help in reducing the conflicts between employees of
different nationalities and backgrounds. Moreover, team work would also enhance
collaboration of employees with one another that can be established on certain places like
ethical teamwork and many more. These types of strategies and techniques will help the
management of The Imperial Hotel to fulfil the social needs of their workforce by
collaborating them with one another and making them trust the brand as well as their
team members (Vlotman, Smedema, and Rycroft, 2020).
 Motivation- The third and perhaps the most influencing and important strategy of the
plan is motivation of workforce and respective individuals in the organisation. The
managers of Imperial Hotel can achieve higher motivated workforce by applying
effective theories of leadership in their work practices as well as utilising different
motivational approaches. There are different types of needs of an individual worker
working in an organisation which are needed to be fulfilled by the management and
associated parties in order to keep people highly satisfied and encouraging them towards
completing the tasks in the best possible manner for attaining the ultimate organisational
objectives (Bandyopadhyay and et. al., 2020). Thus, this is another important and
effectual factor which is needed to be added in the plan and focused by the management
of the Imperial Hotel for improving the forms performances and reducing the problems
which are being faced in the recent years.
CONCLUSION
From the discussion above in the report it can be concluded that management and
leadership are an essential part of an organisation which offers and allows the senior level
experts to plan and develop in the best manner for the organisation by utilising each of the
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resources effectively and productively for fulfilling all the objectives of the entity. Along with it
another important aspect foreign organisation is that the data which company is using and
interpreting should be backed up by proper theories and approaches rather than making general
assumptions in order to be effective.
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REFERENCES
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Bandyopadhyay, S. and et. al., 2020. Introduction: A Harmonized Approach Towards Water
Management in South Asia. In Water Management in South Asia (pp. 3-7). Springer,
Cham.
Collings, D. G., Mellahi, K. and Cascio, W. F., 2019. Global talent management and
performance in multinational enterprises: A multilevel perspective. Journal of
Management, 45(2), pp.540-566.
de Oliveira, G. F. and Rabechini Jr, R., 2019. Stakeholder management influence on trust in a
project: A quantitative study. International Journal of Project Management, 37(1),
pp.131-144.
Konstantinides, S. V. and et. al., 2020. 2019 ESC Guidelines for the diagnosis and management
of acute pulmonary embolism developed in collaboration with the European
Respiratory Society (ERS) The Task Force for the diagnosis and management of acute
pulmonary embolism of the European Society of Cardiology (ESC). European heart
journal, 41(4), pp.543-603.
Muller, M., 2019. Essentials of inventory management. HarperCollins Leadership.
Omran, E. S. E. and Negm, A. M., 2020. Introduction to “Technological and Modern Irrigation
Environment in Egypt: Best Management Practices. Technological and Modern
Irrigation Environment in Egypt: Best Management Practices & Evaluation, p.3.
Tropman, J. E., 2020. Supervision, Management, and Leadership: An Introduction to Building
Community Benefit Organizations. Oxford University Press.
Vlotman, W. F., Smedema, L. K. and Rycroft, D. W., 2020. Modern land drainage: Planning,
design and management of agricultural drainage systems. CRC Press.
Wang, C. and et. al., 2020. Risk management of COVID-19 by universities in China.
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