University Introduction to Management: Hotel Leadership Report

This report examines the leadership and management challenges faced by the Imperial Hotel in London, a 4-star establishment with multiple locations. The analysis focuses on the identified problem of ineffective leadership management, particularly the shortcomings of previous heads of department and supervisory staff due to poor control and monitoring processes. The report, from the perspective of the newly appointed General Manager, Peter Farnsworth, provides an in-depth analysis of the problem, including the lack of staff unity, inadequate monitoring of activities, and customer dissatisfaction resulting from poor service quality. The report further justifies Farnsworth's suggestions for improvement, such as attracting talented managers, reviewing the reporting system, and fostering supportive management and cross-departmental collaboration. The importance of communication skills and the need for tailored training programs are emphasized, alongside the crucial role of strong leadership in addressing these issues.

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INTRODUCTION TO MANAGEMENT
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Introduction to Management
Table of Contents
Introduction.............................................................................................................3
Analysis of the problem...........................................................................................3
Justification of the suggestion.................................................................................5
Conclusion................................................................................................................8
Bibliography...........................................................................................................10
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Introduction
The problem taken here is the fourth problem that in relation to the hotel namely The Imperial
hotel in London. The hotel is that of branmded and a 4-star hotel in the hotel industry of London
with 25 hotels that are operated by this brand. The hotel bears international importance having its
presence in the central London where the guests mostly consists of tourists and business person s
who are to give high quality services (Tarí et al. 2014) There were prevailing problems that were
being identified by the new manager who has been recruited recently. The problem chosen for
the analysis is the fourth provided in the assessment. T he fourth problem is ineffective
leadership management by the previous heads of department and supervisory staff due to poor
control and monitoring process. The hotel possess lal potential elements that are required by any
4-star hotel but the improper management of the hotel and the stakeholders in relation to the
market of hotel industry of London is the problem that is being identified by the new General
Manager Peter Farnsworth who has recently been recruited to manage the hotel.
The report analysis on rte given problem number 6 is analysed through the point of view of the
manager that is Peter Farnsworth who has provided suggestion for the management of the issues
within the operations of the hotel (Hoque, 2013). Further, the other implications of sorting bout
the issue are also discussed along with recommendations in order to mitigate the problem. First
the issue is a well examined with other perspectives. Ten the challenges are identified that may
arise while solving the problem. The report justifies the suggestion spriovided by Peter in terms
of its appropriateness to the issues.
Analysis of the problem
The problem related in number 6 includes the deficiency in the leadership of the previous
manager who was not capable of managing the hotel, the stakeholders the staffs and the
organisational operations that are interrelated to the hotel. The problem is that the head of the
department is not efficient in enough to handle the staffs and even the staff supervisor is not
responsible enough to unite all the stakeholders into one team who are channelised towards the
achievement of the objectives of the hotel and the mission and vision of the organisation which is
a hotel here (Anderson et al. 2015). The issues that were with the previous manager were that of
the behavior with the staffs and towards other departments that affected the operation of the hotel
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in many aspects. The supervisors and the manager lacked the sense of unity in terms of blaming
each other regarding their departmental duties. The HODs of particular departments do not
support the own team during the carrying out the responsibilities because which is very
demotivating for staffs and they feel dissatisfied too. The manager of the particular departments
fails to monitor the activities that are being carried out within the hotels in terms of providing
services to the customers. This problem is often reflected on the performance of the staffs while
providing the services to the customers that in return brings negative reputation to the hotel. The
problems has been identified through a customer satisfaction survey that has surfaced the issues
related to the customer satisfaction which in return reveals the gaps between the mission of the
organisation of company and the execution of the plans to achieve the mission. The standard
work has been hindered due to the conduct of the supervisors in terms of managing the jobs of
the staffs. The reporting format of the hotel in terms of housekeeping (Mok et al. 2013). The
complaints of the customers are not addressed instantly and not solved as per requirements,
which is very critical for the reputation of the hotel (Singh et al. 2016). The satisfaction of the
customers is also neglected since the reporting system is very weak in this hotel. This in return
has made the operational system in the hotel very weak, which is having negative effect on the
hotel. Another problem that has arisen within the hotel is that after the retirement of the previous
manager many other higher staffs have left the hotel who has been serving the hotel for 10 years.
This sudden issue needs to be resolved quickly otherwise more issues related to the operation of
the hotel and the hotel will lose its standard quality. The quality of the services of the hotel is
already on the verge of being poor in terms of performance of the staffs and the services
provided by the hotel managers (Molina-Azorín et al. 2015). The new manager therefore, is
making recommendation and suggestion that will foster the growth of the hotel that is very
essential at this stage for the organisation. The problems not only need to be identified but there
is a need to critically evaluate the reasons behind the issues that have arised. The critical
evaluation to every detail will only bring forth the immensity of the reasons that needs to be
solved from the roots. The reasons include poor control and monitoring (Nieves and Segarra-
Ciprés, 2015). The leaders are not appropriate in relation to their instructions or guidance
because the staffs are only the ones who work in ground level only through the instructions that
are provided to them. In short, they act according to the leaders. Therefore, it is evident that a
communication gap prevails within the staffs, the leaders, and the HODs of the hotel that is
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working behind the wrong system of work or faulty services that the customers are facing.
Customer dissatisfaction is a problem in itself but the problem in this section is that of leadership
issues that hinders the incorporation of the proper management of all the stakeholders and the
services within the hotel. The l;ack of the experienced staffs who has left the hotel is a big
problem and gap in the hotel that has given rise to multiple problems related to leadership. The
vacancies need to be filled immediately to stop the rise of further issues. The lack of talented
individuals who possess the sense and potentialities of teamwork and drive to take the whole
team towards perfection is another problem. The problems are well identified the new manager
according to which the general has given suggestions that needs to assessed before application
for that will determine the improvisations within the hotel. The improvisations are needed that is
sure but the appropriateness regarding the improvisations is very necessary for the betterment of
the management. Since this problem is related to the leadership and staff management within the
hotel. Therefore, the suggestions or recommendation should be well in context of the problem
that has been identified by the new general manager. The lack of strong leadership and
collaboration along with cooperation is discerned that needs to be overcome. The lack of talented
and dedicated staff who are allowed to actively involved in the decision making with the leaders
is another problem. The leadership issue is one of the crucial issue that should never be avoided
and is not avoided by the manager who is newly recruited but the problem is that proper
mitigation is very much needed if that becomes improper then it will be a mere failure of the
plans that were taken by the new manager.
Justification of the suggestion
The suggestions made by the new recruited General Manager, that is Peter Farnsworth include
the attraction of managers who are talented and possess leadership qualities. A leader is any
organisation is very important for the organisation that looks after the organisational activities
and aims at running the organisation smoothly. Problems are evident to come while operating but
the problems in this hotel are internal and elementary that has not surfaced while operation but
the issues are prevalent at the execution of the operation. Therefore, there is a high need of
improvisation in different sections of the operations in the hotel. The need to improvise is
identified by the Peter according to which he has given suggestions in initial level. The
suggestions include the reviewing of the reporting system of the monitoring of the operations in
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the services of the hotel. The supportive management is another suggestion that is made by the
new general manager. The need to provide supportive management is another suggestion that is
being made by Peter. The need of collaboration is also another suggestion that are needed in the
operations of the hotel that is suggested by the general manager. The manager has aptly
identified the recommendations that are needed in the organisation. The suggestions also include
the tools or devices like the cross-departmental collaboration. This particular device is very
tough in its implication. However, that can be mitigated by multiple ways.
Communication is the most important element that is required in every operation of any
industrial sector. The importance of communication is also necessary here as well in this hotel to
carry out the leadership activities properly. Through proper communication only the act of
cooperation or collaboration is possible. The gap between the communication of the leaders
within th3e company that is The IMperial here and the staffs who operate at the ground level is
the reason of the issues mentioned above. The approach to mitigate the issue should start through
proper communication. The leaders should work on the communication skills of their self. The
development of communication skill can be done through further programs that will develop in
them the skills. The staffs too need to learn the communication skills. First, the staffs need to
initiate the mission, attitude, and goals of the organisation that too through proper
communication. This initiation can be communicated only through seminars, meetings,
campaigns and programs that will cover all the stakeholders of the hotel including all
departments. The communication between the different departments is also necessary in order to
keep the synchronisation of the different operations within the hotel in terms of providing
services to the customers. The satisfaction of the customers is dependent directly on the staffs
and their behavior and indirectly to the leadership attitude of the leaders who are related to the
staff as well (Marianne and Jan Blomme, 2014). On the other hand, the leaders or the managers
have to face the issues from the customers since they are the representative of the company.
Communication skills in ways of interacting with the customers or the service takers are very
necessary. The interaction skill of different staffs is different like the communication process of
the receptionist will that be of different from the communication process of the housekeeping
staff. Therefore, the need of training of the communication skill should be customised according
to the need of training among the staffs. The leaders should also work on developing skills in
themselves and keep themselves updated according to the need of the organisation they are
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working for. The previous manager was not efficient and updated and had low communication
skills that hampered the management within the hotel. The new manager is apt at identifying the
issues that are prevailing within the hotel and the suggestion in the initial are also appropriate but
its implication is also very important that needs to be done through proper communication also.
The lack of leadership also needs to be mitigated for that this cross-departmental collaboration is
very significant.
Management of crisis in the complex situation is an aspect of cross-departmental collaboration.
The workplace is always studded with activities and daily challenge is no exception. Therefore,
stress is bound to be there. Stress to some extent is good that works as a drive to fulfill the
deadlines but which the stress starts to act upon the persons who are related to the work, then the
management of stress is very important. The amount of pressure or stress in different section of
the business or organisation is different. Therefore, workforce needs to empathise with the other
departments of the same organisation. The prioritisation of the deadlines is also an aspect of
cross-departmental collaboration. The needed deadlines that need to be fulfilled is the first thing
that needs to be prioritised.
The importance of monitoring the procedures of the operations that include providing service to
the customers is very much important that is mentioned in the suggestion of the new manager
Peter. The monitoring can be further fostered through the involvement of information and
technology. Since the whole world and in every section of industry and daily life of common
people there prevails the information technology. The technology is very much trendy and
efficient at the same time in terms of management. Therefore, the installation of the technology
in the monitoring process of the operation is very important are suggestive too. Through the
developed monitoring process using the technology like in communicating among each other so
that whenever needed instant decision is possible to take. Technology is the power that everyone
wants to exercise and the other hotels are exercising who are in the competitive advantage in
relation to this hotel. There is always a scope of growth from 4-star to 5-star but right now it is
necessary to resolve the problems and drive towards growth slowly.
Awareness of diverse personalities within the organisation that is the hotel in this case is very
important which is very crucial for the organisation. This is necessary because this will bring
different work style in the hotel in order to manage the different staffs working within the hotel.
A successful collaboration is determined by the identification and establishment of this diverse
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workforce in relation to the operations of the hotel. The need to develop skills is also necessary
that will further provide the organisation the devices to utilise the soft skills in order to manage
the issues and the staffs related to leadership and staff monitoring that becomes poor.
Organising the meetings for staffs in order to communicate and work on the already existing
issues are also needed so that the mitigation of these issues are possible and avoidance of these
issues are made possible through preventive measures the leaders need to build relationship other
than professionalism and mix with the staffs out of the work culture so that the staffs are open to
the leaders in respect of their mentalities or air their views. The leadership qualities include
motivating the employees or the staffs which the leaders or the manager of this hotel must
incorporate in order to get the most out of the staff in relation to their performance that is the
most important thing for any hotel. Reward system for the staffs may motivate the staffs to work
according to the mission and vision of the organisation which is the hotel here. The leaders must
have the ability to evaluate the staffs select them in accordance to their skills and then assign
them with the respective responsibilities. The leader of this hotel must be dedicated not only to
the organisation but to the staffs in relation to their attitude or behavior towards the staffs. The
attitude of the leaders is very crucial in influencing the staffs (Ali and Amin, 2014). A leader
with positiveness and motivational qualities is always accepted and obeyed by the staffs. The
leader should incorporate the supportive management system within the hotel in its operational
activities and its services that are needed to motivate the staffs. The suggestions provided by the
new General Manager are very much apyt with the related situation that is a prevailing issue
within the hotel which is on the verge of losing its reputation in terms of leadership essentialities
that are hampering the management of staffs and management of the system operating within
The Imperial Hotel.
Conclusion
The hotel was full of failure in management issues. There are multiple issues which are not
analysed here since the instruction was to choose only one of them however, the issue chosen in
this report is very much related to other issues too. All the issues are interrelated but the
leadership issue is sure to determine the operations on the other section of this business in the
hotel. This is because the leadership of any organisation or hotel binds together all the staffs or
the related stakeholders. The leaders are the representative of the hotel in the outer or external
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environment of the hotela nd the staffs are the ones who face the customers and are
representative in the internal operation of the hotel who work in the ground level and responsible
for the operations. However, the staffs are not the sole ones to be responsible, the leaders are also
responsible rather a little more than the staffs because they are ones who guide and relate the
staffs in order to fulfill the organisational objectives, here being the services provided to the
customers. The management error affects all other sections including the failure in the
achievement of the primary objectives of the hotel that includes the customer satisfaction. If the
management is erroneous then the staff are dissatisfied, this dissatisfaction is discerned in the
operational activities and services of the staffs in the different departments of the hotel in relation
to the services for the customers of the hotel. Therefore, the leadership must be resolved
primarily in order to avoid issues in the management of the other sections of the organisation or
the hotel. The reporting system is a part of management that needs to be updated and taken
seriously in its operation. The grievances of the staffs are also important who should be involved
or at least given the chance to air their views in accordance to any decision making the
management more efficient. The ineffectiveness of the leadership qualities needs to be resolved
which Peter identifies in relation to the issues related to the staff and the HODs of the hotel.
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Bibliography
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