Leadership and Management Analysis: Imperial Hotel Case Study Report

This report presents an analysis of the management challenges faced by the Imperial Hotel, a London-based establishment with 500 rooms. The core issues examined include staffing problems in the housekeeping department, high employee turnover, and inefficient operational and control procedures, particularly concerning stock management and pilferage. The report delves into relevant management theories, such as classical and contingency theories, to understand the root causes of these issues. It proposes solutions like utilizing zero-hour contracts for student employees, implementing incentive programs to motivate staff, and improving communication between management and housekeeping staff. The report also considers the use of staffing agencies and technological solutions like handheld tracking systems to improve efficiency and address guest complaints regarding cleanliness and staff conduct. The analysis aims to provide actionable recommendations for the hotel to enhance employee retention, improve operational efficiency, and boost guest satisfaction.

Introduction to
Management

Table of Contents
INTRODUCTION...........................................................................................................................................3
MAIN BODY..................................................................................................................................................3
Analysis of Problem................................................................................................................................3
Theory of leadership and management in context of effective management and control.....................4
Proposal to solve such management problems......................................................................................6
CONCLUSION...............................................................................................................................................7
REFERENCES................................................................................................................................................9

INTRODUCTION
Management define to the activities and functions which involved main functions such as
planning, organizing, leading and coordinating of resources within an organization. These are the
primary function which is managed and maintain all the business operations and functions in b
better manner (Anderson, and et. al., 2018). It is the main role of human resource manager is to
perform good activity for selecting skilled employees who have ability to deal with all
management issues or problems in proper way. The report is based on Imperial hotel case study
in which the manager analyze the issue regarding in house staff and poor operating and control
process in place with stock. the main purpose of this assignment is to analyze the issue regarding
in house staff operating and working system effectively.
MAIN BODY
Analysis of Problem
The imperial hotel is London based hotel in which 500 bedroom that is operated and
owned by international branded chain of hotels in the 4 star places. The hotel is operated or
owned around 25 hotels in the United Kingdom. The Imperial hotel is situated in the Heart of
London west End. In this report, the problem which required analyzing is back of house staff and
poor operating and controlling procedure in place with stock which are daily pilfered and
evidence to employees not meet with standard Operating process. This problem is occurs due to
enhancement in number of room because housekeeper can not focus on all the rooms and they
does not properly clean all the rooms. Staffing the housekeeping department is the major
challenge for human resource manager of Imperial hotel. Because there are around 400 to 500
rooms to service on daily basis and liked by guest who stay in the hotel room (Combe, 2014).
This is difficult for Imperial hotel HR manager is to retain their house keeper for more than 6
months because there are large number of rooms which should be clean on regular basis by them,
so they are suffer with so much pressure in a day which force to take such step. It can be seen
that there are approx 60% staff members are leave their job due to this problem.

Theory of leadership and management in context of effective management and control
The main purpose behind the usage of management theories is to enhance their
productivity and service quality. Basically, it is provided that company manager of all
organization required to adopt two theories that can assist in developing effective strategies and
policies is to overcome issues at the workplace. In the case of Imperial hotel, it can be analyzed
that hotel is not up to the mark in providing effective services due to inappropriate control. It is
mainly effects on the hotel rating and ranking in London which reduces their capacity in
attracting more customers. Along with this, such issues and problems are occurs because of
previous head of department and supervise employees.
The management theories provides and deliver common rules and norms regarding
business functions and activities of Imperial hotel. This theory provides proper guidance and
instructions to managers that connected the major function of hotel for achieving desired goals
and objectives. It assist in providing motivation to their staff members so they can easily perform
their activities and functions with high criteria or standards. There are various theory of
management which are applied by Imperial hotel manager which are described as under:
 Classical theory – The theory is used for developing accurate structure of hotel in more
systematic manner that is necessary to follow by all the organization division in better
way. It provide higher opportunity regarding management of business functions and
activities of employees and guide them towards reaching with their proper tasks. In
addition to this, it will assist in identifying good actions for Imperial hotel and their ideas
to used their improvement in their service or facilities quality. According to this theory, it
is the duty and responsibility of head of department is to deliver safe and secure working
environment to their hotel employees. This will contribute in building effective team that
are making good interaction and coordination skills.
 Contingency theory – In this theory, the hotel manager need to take suitable decision on
the basis of different situation that are occurs within an organization. This technique and
method assist in improving current issues or problems in proper manner. It is essential for
Imperial hotel management is to adopt and use this theory for make improvement in
participation of staff members in different functions. This will provide great chance

regarding extremely motivation and encouragement among current employees that carry
out huge engagement.
Along with this, the quality of Spanish staff work is good overall and the cost of
employing the employees through agency in more expensive and costly which employed home
staff members. The agencies are advice imperial hotel for recruit and select Spanish employees
and they stay with the hotel for a year. But they have condition that they work only for their staff
members who are Spanish and also they are supervised and provided on the job training as the
brand standards for the hotel. But they are having some other issue when they recruit Spanish
staff members in their hotel for work regarding service of rooms. They are incorporated with
work together to other non Spanish employees which drop the working of hotel in badly manner.
They are only work with their team members so this will create issue in front of hotel HR
manager and staffing agency who recruit them. for overcoming with this problem and issue,
hotel are adopting Texlon system which is hand held tracker system where supervisor will
undertaken some sample checking of room and analyze their standard and cleanliness is perfect
or not as per the guest demand or requirement (Haddow, Bullock and Coppola, 2017). ABC
staffing agency have large network which help them in searching large number of employees as
per hotel need and requirement. For example, advertise job opening, interview candidate and
procedure for hire documentation for relatively minimum time period. They are helpful in
reduces the staff turnover by selecting or recruitment capable employees who have knowledge
and skill to deal with guest and also how to make them happy.
Imperial hotel consider ABC agencies for selecting capable and able candidate who have
talented to make proper room which are like by guests. in addition to this, there are various
benefits by hiring staffing agencies for recruit right employee such as they have large network of
loyal and dependable potential candidate from which hotel are selected. They are consuming less
time and sustainability most effective then recruit applicants who are capable for staff member.
They are already advertised for hotels who required those candidate how have experience in
housekeeping so they are providing such employee who manage and handle all other staff
member with work together. the another major issue which occurs within an organization is the
poor operating cost, Imperial hotel have minimum cost for given to the recruitment agencies.

This will create bad impact on them and effect on organization goodwill in the large market
place (Wilkinson, Wood and Demirbag, 2014).
Proposal to solve such management problems
For overcoming with this issue regarding short retention of staff member of housekeeping
in the Imperial hotel so they need to hire student on zero hour contract basis. A zero hour's
contract is the formal agreement between worker and employer with guarantee of time to time
payment. The major clause of zero hour contracts is that this has no duty and responsibility for
attending all activities or functions on regular basis within an organization. The Zero hour
contract has mainly focus on downside of this type of employment. There is some biggest
employer and company manager in the United Kingdom have a large workforce who are a zero
hours contract. The main benefit of select student on zero hour contracts is that they are provide
job which can be seen as major opportunity for them. it is one of the most flexible by showing
their availability of work at short term notice period and it is usual time if it is possible. This is
the main chance for students for earning extra income and revenue by doing zero hour contracts
for some time period (Schaltegger, Burritt and Petersen, 2017). In this, there are no set hours and
one of the major advantages of this is the ability of work to pack additional hours as they are
being available. Student are study in the college so they require money then this is the major
opportunity for them is to perform in the hotel for earn some money to daily needs.
The main method which can help Imperial hotel manager is to motivate their employees
for performing good function and activity to gain maximum profit within an organization. They
required providing the range of incentive and extra bonus scheme to encourage staff member in
performing to high standard work. Employee bonus scheme are mainly positive strategy and this
can provide real motivation. They can also provide or serve in increasing employee identification
with company and align them with their operational; objectives and main goals in proper
manner. As per this result, employer experience greater efficiency and it will enhance sales and
productivity in better manner. With this, employees and staff member are performing their work
in positive manner which can help in increasing hotel productivity and profitability. This is the
best solution for overcoming with staff turnover problems human resource manager adopt new
scheme of incentives and provide additional bonus services to their staff members. This will help
in motivating their employees in order to enhancing hotel productivity and profitability in proper

manner (Hazen, and et. al., 2014). These schemes are used for motivate and encourage their
employees and also raise the performance to meet with organizational goals and targets in
effectively. Employees earn rewards for special achievements, enhancing productivity and
increasing profit level. incentive and bonus are essential method for imperial hotel where large
number of staff member work together so there are chances of developing conflicts or disputes
among them. it is the best way for resolving main issue which occurs while doing work in an
organization.
The housekeepers who are ability and skill to keep clean and neat the hotel room should
earn rewards and incentives for their good performance so this will motivate them to do more
excellent work. This is required for human resource manager is to create positive and healthy
environment within an organization where staff managers are doing work together without any
issue. Along with this, it is necessary for hotel manager is to develop trust among their
employees and staff member who are work for them in order to attain goals and targets. This is
the main responsibility and role of housekeeper is to fulfill all the demand of guests who are stay
in their hotel (Snyder, 2014). Also the role of manager is to provide incentives and bonus to their
staff member who perform extra ordinary work in a month and give them appraisal to motivate
them for future work. This activity help Imperial hotel to retain their employees for long time
period without any issue related to other workers. Apart from this, for reduces the complaints of
guests who are not happy with the general level of cleanliness in the hotel bedroom and in
particular bathroom. There are also number of complaints about housekeeping room attendant
being abrupt and sometime rude so they require talking with them and solving their issue
regarding salary, peers conflicts and other. If hotel manager listen their housekeepers issue so
they try to make them happy and satisfied with their work. Along with this, there is poor
motivation level occurs in the hotel so they are offer them accurate incentive and bonus which
encourage to do good work and improve their language for interact their guest in polite way.
CONCLUSION
From the above mentioned assignment, it can be concluded that Management define to
the activities and functions which involved main functions such as planning, organizing, leading
and coordinating of resources within an organization. Staffing agencies perform recruitment and
selection process for an organization which does not have time, expertise and resources are

required to manage and maintain the employment type. The Imperial hotel also recruit staffing
agency which help them in analyzing candidate skills and abilities and match with their current
designation criteria. The Zero hour contract has mainly focus on downside of this type of
employment. Another main method which can help Imperial hotel manager is to motivate their
employees for performing good function and activity to gain maximum profit within an
organization.

REFERENCES
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