Leadership and Management Strategies for Imperial Hotel Success

This report provides a comprehensive analysis of the management practices at the Imperial Hotel, focusing on issues such as poor customer satisfaction, high employee turnover, and ineffective leadership. The report examines the application of management theories, including classical and human relations theories, to address these problems. It analyzes the case study, highlighting issues like check-in/check-out timings, room quality, and staff performance, and proposes solutions based on the PDCA cycle (Plan, Do, Check, Act). The report summarizes the key findings, emphasizing the need for improved leadership, time management, knowledge management, and resource availability to enhance customer satisfaction and operational efficiency. It concludes with recommendations for the hotel's management to improve its performance and overall customer experience.

INTRODUCTION
TO
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................2
1........................................................................................................................................................3
Theory of management in the context of the poor customer satisfaction...................................3
2........................................................................................................................................................4
Analysis of the case in terms of effective management..............................................................4
3........................................................................................................................................................6
Summary and proposal to solve the management problems.......................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
This project assignment will examine management of the Imperial Hotel of London. The
major features of the hotel and the problem associated with the human resource management and
the ethical issues related with the concern department in the hotel . This includes all the theories
of the management to solve the problems in the mention case study and to make appropriate
review on to it(Abe 2010). The basic analysis to the specific problem according to by using the
processes and the techniques of the effective administration.
The major problem are started with the poor customer satisfaction, 80% of the staffs
turnover ,high level of employee sick leave and the attendance which shows the negative work
culture among the staffs, the issues of ineffective leadership by the previous authority and
control department and the supervisor which are responsible for the poor monitoring and the
control process, bad working and inappropriate IT system and poor team are also creating major
drawback for the industry and the last issue is about the back office operation are uncontrollable
because they are continuously generating high operating cost to the hotel.
The assignment also look after implementing various changes in the staff and the other member
through the proper guidance of the new manager and make the plan to overcome the department
issues. On the basis of the decision made by the manager through proper evaluation of the
department and the various areas to rectify the grievances arises in the hotel premises. It
comprises of the justification to the problems.
1.
Theory of management in the context of the poor customer satisfaction.
Management theories are useful techniques to increase the productivity and quality of the
industry. The manager of the any organisation can use more then two theories to implement the
various strategy to over come the problems in the workplace and the proper functioning of the
various department (Albert and Beatty 2014). According to the services delivered to the people
in the imperial hotel is not up to mark . The ranking of the hotel is continuously declining
because of the wide range of the problems arise because of the previous manager who make the
huge staff turnover which leads to the low down the moral of the staff . The impact of the poor
performance made negative feedback on the profitability of the industry. The company is trying
to move further to increase the customer base and loyalty toward the guest. In the current

situation it was difficult for the team to manage the goodwill of the imperial hotel. In front of the
new manager there are various responsibility have arises to control the issues which are resulted
in the guest satisfaction(lvesson and Willmott 2012). The various problems faced by the
customers are as follows:
 The major things notices is the timing of in and out of the Hotel,
 The bad quality of the rooms and the staff performance regarding the services,
 The reception person is not behaving with the customers,and
 The wrong charges have taken by the staff members to the customers.
 The cleanliness of the rooms and the bathroom are also the big issues.
As per the new general manager the problems can be only solved through providing proper
training and communication channel between the staff and the other employee of the hotel. For
the better customer satisfaction their should be the systematic ways of training facilities
regarding the hospitality toward the customers.
According to the manager awareness should be created among the member towards the customer
satisfaction(Anderson and et. al., 2015). They are trying to overcome the problems through
taking regular feedback. The manager is using the various theories to solve these problems:
1.Classical theory : The concept of this theory is to rely on the basic structure of the hotel to be
in the systematic manner . To know the things about what is good for the hotel industry and
make the use of the idea in the delivering the services to the customers. It also include the
Hygiene factors and the healthy working environment to the employees.
2.Human relation theory : this is concern with the factors of human behaviour which includes
the motivation and leadership attitude toward the each and every member of the hotel. The
theory explain that the services and the products of the hotel should be delivered in such a way
that they may attract most of the customers towards the hotel and to retain them in the future
time also.
Both of these theories are related with the customer satisfaction and to make the staff and the
member a responsible toward the role and ability to treat the guest as important person .

2.
Analysis of the case in terms of effective management
As we seen in the case Imperial Hotel that is graded at low rank among the other Hotels
in terms of customer satisfaction(Boswell and O'Kane 2011). According to the grading criteria
minimum 74% must be attain by the any Hotel to be the best in the ranking. But in this case only
65% is achieve by the imperial hotel which is a lowest mark from the other on the ground of the
guest satisfaction survey. This type of the survey is mostly conduct in each of the every month
almost. It contain the overall feedback from the guest to their local experience during the visit to
the Hotel. This is further enlighten the other issues of the guest in the filling the feedback form .
The analysis of the concern situation is basically arise because of the checking timing in the
hotels. Moreover another issues are the room and service quality of the workplace and the culture
of the present environment. The guest have complain about the reception area because they are
not able to provide information about the facility rendering by the hotel. The guest are treated as
wrong manner and sometimes they are not able to respond properly(Damron 2013). The back
office operation are also no up to mark the technology are not working , air conditioners are
sounding very high. The most number of the customers have the complains regarding the
continuous charge in their bill. Hence, all those issues are the major areas to be considered by the
manager in making the effective management decision to improve the performance in the Hotel
industry.
Although by measuring the condition of the employees we have concluded that they have lacking
behind in motivation and self mortal in them. Employees should work with the motive to provide
good customer satisfaction. Their should be the provision of offers and schemes regarding pay
package and incentives to encourage them to stay with the company through the system of
reward strategies.
To overcome these problems effective management process should be implemented which would
help them to control the system in the efficient manner( Bullock and Coppola 2013).
The general development of this procedures within an organisation began from strong functional
base and with clear intention to improve the customer focus toward the industry.
The most effective ways to the process management is starts through PDCA which stands for
Plan,Do,check and act.

Plan means to before making any change in the structure proper planning can be done to cover
the early mistakes.
The next thing is the doing the things in the proper manner by the use of different approaches
and achieve the results and also to control the performance and to take corrective action.
The another process involve the checking of the performance and make the review on the basis
of the assessment(Haddow 2013).
Lastly Acting to prevent the mistakes and apply the re engineering techniques in it. This is done
by communicating the thing to each department and the members of the company.
It will overcome the existing problems by applying this process.
3.
Summary and proposal to solve the management problems.
In the given project assignment the work is summarised in accordance with the topic
management which includes that how it will perform in the imperial hotel to improve the
performance of the services and the behaviour of the staff and the other employees. The
summary contains the basic knowledge about the hotel that how it is facing the problems in the
current situation regarding the goodwill and the customer loyalty toward them. The facilities of
are not to appropriate which leads to the downfall in the ranking of the hotels(Runge 2011). The
previous manager has made the high staff turnover in various department due to poor moral the
overall guest satisfaction ratings are also rate 65% with the others hotels. In front of the new
manager there are various issues and challenges to resolve the operational and the business
related problems . under this assignment the various theories of the management are used to
solve the problems and to know the idea about the performance of the company.
The classical and the Human Relation theory are explain in this which visualised the customer
satisfaction and the hygienic factor . The human behaviour of the staff and the manager toward
the guest are the main point of the theories.
The major part of the summery explain about the basic problem arise in the hotel whether related
with the member and the management . It includes :
 Bad Clint satisfaction
 wide turnover in the staff which result in the leaving in the current years.
 High level of the sick leave and the attendance.

 Ineffective leadership and poor team working etc.
On the basis of the above summary the justification is made to overcome the situation in the
organisation of the imperial hotel.
The proper authority of the direction and command are given to the member so that they are able
to perform the work according to planned way(Kim and Jvm 2012). To create the such a kind of
work environment that will made a huge impact on the company image.
Time management should be planned according to the policy of the hotel so that the problem of
the check in and check out timing can be solved easily.
Knowledge management is established to meet the every individual working in the hotel is for
serving the customer with the pure knowledge and ability to solve the complaints of the
customers.
Quality adjustment is to provide the services according to type of hotel image and the demand of
the guest order whether related with the personal as well as the common goal of the company.
Resource availability to the customers in the form of the superior team and hospitality to the
retain then in the future as a guest in their hotel company.
Estimation of the cost and the ability to handled the team in proper coordination in the
management team has to be planned . This will make a chance of the less mistake in the industry
and make the presence to increase the profitability(Kern, 2014).
CONCLUSION
This overall project is to be conclude the working and the performance of the
management system in the Imperial Hotel. It include the various problems of the hotel industry
which is related with the customer satisfaction and the staff attitude towards the other members
and the people of the industry. It also includes the various theories that explain the management
to solve the problem related with the customer satisfaction. On the basis of the theories various
interpretation is done to overcome the situation make the review according to the requirement of
the customer believe and the satisfaction to the hotel industry . The various proposal regarding
the organisation are to be mentioned in this project report which can be used by the authority to
justify the drawback of the hotels . The goodwill of the industry can be improve through the
proper procedure of correction and rectification.
Under this project the one of the major problem is notified is the guest compliance and the
customer satisfaction are to be analysis in respect of effective management of the company.

Implementation of the strategies for the growth and development of the hotel and make the
corrective decision to increase the rating above the 75% .so, that it would come under the top
hotel list in the services and the other facilities. at last the case is contain highlight of the
summary of the above situation and to the make the affords to rectify and manage the resources
of the Hotel Industry.

REFERENCES
Books and Journal
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Albert, M and Beatty, B.J., 2014. Flipping the classroom applications to curriculum redesign for
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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
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Damron, W.S., 2013. Introduction to animal science. Pearson Higher Ed.
Haddow, G., Bullock, J and Coppola, D.P., 2013. Introduction to emergency management.
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Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
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Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
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Kim, J.H., Jvm Co., Ltd., 2012. Automated medicine storage and medicine
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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.