Case Study Report: Analyzing Management Theories at Imperial Hotel

This report presents an analysis of the Imperial Hotel in London, examining its management practices and their impact on guest satisfaction. The study highlights the hotel's challenges, including low guest satisfaction rates and complaints about service quality, particularly focusing on issues like check-in/check-out delays and billing errors. The report delves into the application of scientific management theory within the hotel, emphasizing its role in improving productivity and addressing customer needs. It discusses the importance of employee training, resource allocation, and customer feedback in enhancing service delivery. The report also explores various management processes, such as motivation, staffing, communication, and coordination, to provide a comprehensive view of how the hotel can improve its operations and achieve its goals. The conclusion emphasizes the significance of effective management in the hospitality industry for achieving customer satisfaction and organizational success.

Introduction to
Management

Table of Contents
INTRODUCTION ..........................................................................................................................4
Analysis of management theory..................................................................................................4
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Management is that process which helps in allocating inputs of an enterprise by
managing different activities and functions for achieving desired goals and targets. This report is
based on The Imperial Hotel, London which has been owned and managed by owners and it is
large brand chain of hotels in the 4 star market. Hotel provides various facilities such as
bedrooms, conference facilities and leisure centre with swimming pool. According to the case
study, the major problem occurs in this organisation is low level of guest satisfaction which
reduces the people base. Customer satisfaction is the marketing term which measures how
products and services delivered by firm for meeting the buyers’ expectations. Also, it is essential
because it provides marketers a process which helps them in managing and improving their
business (Anderson and et. al., 2018). The Imperial hotel rated as lower in the large star hotel
chain where they can satisfy customers at the rate of 65% in the firms benchmark grading
system. So, it will develop and create major issues and problems of lower customers. They
provide lack of facilities which reduce the confidence of guest towards large chain hospitality
industry. The other complaint are arises which related to checking in and checking out to the
hotel. So if guest are late to pick their train or bus then this process delay them for reach their
destination. There are large numbers of guests who have complained repeatedly for charging
incorrect bill slip. Also, they complaint about timing issues where waiters does not serve food
and other items in given time at the guest rooms.
Analysis of management theory
Management is the process of art and science. A managers or leaders deal with human
being who does not manage behaviour for reducing formulas so they can get benefits from
learning and implementing appropriate practices to study different theories for smoothly run the
business within an organisation. Imperial hotel also adopts suitable management theories for
managing and controlling business operations in proper manner. Management theories are
necessary to express several ways for running the business which is based on different
anticipation about how business systems and people should be operated. According to this case
study, the Imperial Hotel adopt and use of Scientific Management Theory which help in
improving productivity which became clear about all the people. Such concept or theory select
accurate data and measured for making firm more effectively. By using this approach, company

will create and develop more facilities which assist in feeling comfortable to their customers or
guest. Therefore, the firm can make good and effective reputation in the large market place. This
is necessary for hotel manager to observe and evaluate the guest requirements and demands and
according to this, they will change the structure of the area. For this, goodwill of imperial hotel
became increasing among customers mind in effective manner. Manager also able to give data or
information that can assist in run the whole business in more effective and profitable way. The
imperial hotel should analyse their customers demand and requirements for satisfy the actual
wants which occurs in an organisation. The entire customer satisfaction should required to be
done by analysing grading system. The major survey of buyers is to get all facilities and services
in the hospitality sector.
Hotel need to manage and control their all services such as improve quality of services,
maintain check-in and check-out facilities. If company does not satisfy customers so they can use
such theory for increasing guest satisfaction by providing them their required goods and services
in proper manner. The management can analyse poor customer satisfaction by which it
increasing rapidly within an organisation. So they require to control and manage all common
facilities and services in proper manner.
So it is important for firm is to gather and analyse customers views and perception and
try to fulfil such things in proper manner (Taylor and et. al., 2015). They need to provide that
facilities which are absent in this hotel and guest mainly attract by all these things. This is that
theory which working for operating business operations and functions in effective manner. Also
hotel manager always try to make and develop innovative products and services which are
demanding by guest. The employees or staff member play an important role while attracting
guest towards their hospitality sector. Also they can satisfied staff members so they can do good
and better work within an enterprise.
This scientific theory of management assist in managing and controlling all customers
needs and demands of their buyers in better manner. This theory will help in maintaining and
managing all customers requirements related to facilities and products in the hotel.
Scientific management is that theory of management which helps in analysing and
observing customers’ demands and requirements within the hotel. The main objective of this
concept is to improve efficiency of economic condition and labour productivity. There are some

points which describe the importance of scientific management theory which hep in deal with
major issue which is lower customers satisfaction that are described as follows:'
Improved administration- This theory is very popular among management and other
sectors and help in operating both non-business and business organisation. This will introduced
suitable management by using scientific methods that includes inducement plans, work study etc.
this is necessary for hotel manager is to improve and better their management system so they can
satisfy large number of customers in effective manner. By using this concept such issues are
removed and eliminate in best possible way.
Optimum allocation of resources- It is another significant idea where manager also use
appropriate resources which help in collecting guests review related to change in such sector. For
removing this issue, they need to use some suitable resources which help in earning maximum
profits. Also this will assist in reducing the time wastage and perform different activities and
functions. This will help in achieving desired goals and objectives for reaching the potential
customers. They also use required resources for developing and making proper facilities which
demanded and need by customers within the hotel.
Scientific approach- This is important for selecting, developing and improving
employees which assist in solving major issues or problems that are based on random decision
making procedure (Wilkinson, Wood and Demirbag, 2014). This approach is totally based on job
requirements. It can help in dealing with major issues or problems related to lower customer
satisfaction. By this, the production of hotel is continuously reduces and also lower the guest
base. Management also provide training and development sessions to their staff members so they
can identify customers requirements easily and offer them demanding facilities which satisfy
them in appropriate manner.
Specialisation of work- The management can identify planning and implementation in
different aspects. So they can help in executing and managing all such factors in different
departments. This help in smooth running of business operations and its major functions. Firstly
manager should divide all employees work then they try to identify customers demands and
wants in proper manner. They can help in managing and controlling all work that related to
determine major issues and problems. Management appoint an employee who deal with
organisation problems and try to resolve it.

Productivity- It is important for analysing and evaluating better management operations
and on the other hand, they can allocate required resources which easily determine accurate
result with high production level, higher wages and higher profitability (Khan and Hashemi,
2017). This will assist in increasing level of satisfaction of customers towards hotel facilities and
services. Management and employees should altering economic performance in proper manner.
According to this case study, Imperial Hotel use scientific management theory for
effective managing and controlling major issues and problems which occurs within an
organisation. They initiate following steps for improving customers satisfaction is to understand
their customers demands and needs. The data or information can be collected by doing customer
survey and communication which arise in normal transaction. Also they can take guest response
and ask them about where they want to change in hospitality sector. There are various ideas and
thoughts for an individual in the large business for gaining attention of large number of
customers. It is necessary for manager is to provide training and development sessions to their
staff members towards effective customer services. Employees and workers can be trained on
their goods and services, also they are able to gain profitability and productivity according to
desired objectives. Imperial hotel also mainly focus on the guests requirements and measure their
issues or problems in effective manner (Chance and Brooks, 2015). In other words, customer
service are important for the business and they need to focus on changes in their demand and
choice.
The effective management is required in the organisation and there are various process of
this administration so they can help in achieving desired goals and objectives in proper manner.
Effective management is that process where managers need to create and maintain business
operations and its functions for properly coordinated and cooperative in nature. The procedure of
getting things which has been done and usage of equal resources in gaining potential objectives
and targets where they easily getting success. This can be understand that large number staff
members are working in the hospitality industry because they getting more income and revenue
in this sector. Effective management require of firm policies and planning is primary objective so
they easily combined with doing work and manage all activities or functions. Also this process
help in accomplishing desired goals and targets for an organisation in proper manner.
There are various process of management that are described as follows:

Motivation- It is the first process in which manager need to motivate their staff members
so they can attracts more guest towards their hotel like Imperial Hotel which is situated in
London, UK. Motivation is that process which assist in inspiring and encouraging large number
employees by which they analyse desired customers and understand their requirements for
satisfy them in proper manner (Johnson, 2016). It is important for organisation is to making and
creating healthy environment for their guest.
Staffing- It is that process where company hiring and selecting those candidate who are
best suitable for their organisation. Also they have ability for handle and manage all job roles
and responsibilities. By this they can analyse and observe customers requirements and provide
them various facilities. In Imperial hotel, the major issue is poor guest satisfaction and there are
number of complaints about reception staff members who communicate very rudely with guests.
So trained staff should given response and feedback for customers complaints and try to solve
such problems.
Communication- This is necessary process where customers as well as staff are
communicate with each other in appropriate manner. If employees does not interact properly
with the guest so this will reduces the satisfaction of them.
Co-ordination- For this process, the Imperial hotel should coordinate and cooperate
employees duties and responsibilities in effective manner. This is necessary for staff members is
to maintain accommodation and rooms where guest are stay and they fulfil all their demand as
per their choice and requirements (Process of management. 2017). Some time employees does
not cooperate with each so they face issues and problems relating to customers comfort level,
cleanliness, noisy air conditioning, technology not working, shower is not working of the room.
For imperial hotel, it is necessary for analysing and managing all customers request and
try to satisfy them for providing them in proper manner. They also adopt some essential
functions that includes communication, coordinating, staffing and motivating all desired
functions of their staff members. This is necessary for hospitality industry is to make required
products and services and serve to their desired customers within an organisation.
CONCLUSION
From the above mentioned report it can be analysed that management is that process
which help in organising, planning, directing, controlling and managing different activities and
functions in effective manner. According to this case study, it can analysed that the major issue

or problems which occurs many time that is poor guest satisfaction where large number of
customers does not satisfy with their services or facilities. Imperial hotel adopt and use scientific
management theory so they can analysing and observing different situations. Such concept or
theory select accurate data and measured for making firm more effectively. Managers also able
to give data or information that can assist in run the whole business in more effective and
profitable way. Scientific management is that theory of management which help in analysing and
observing customers demands and requirements within the hotel.
According to this case study, Imperial Hotel use scientific management theory for
effective managing and controlling major issues and problems which occurs within an
organisation. This is important for firm is to gather and analyse customers views and perception
and try to fulfil such things in proper manner. They need to provide that facilities which are
absent in this hotel and guest mainly attract by all these things. The main objective of this
concept is to improving efficiency of economic condition, labour productivity. So Imperial hotel
should adopt necessary theory which help in dealing with major issues and problems and try to
resolve all such things. This is required for firm is to maintain and operate business for achieving
desired targets and goals. It is essential for hotel is to adopt those approaches that assist in
managing various activities of management.

REFERENCES
Books and journals
Anderson, D. R. and et. al., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
Taylor, B. W. And et. al., 2015. Introduction to management science. Prentice Hall.
Haddow, G., Bullock, J. and Coppola, D. P., 2017. Introduction to emergency management.
Butterworth-Heinemann.
Loucks, D. P. and Van Beek, E., 2017. Water resource systems planning and management: An
introduction to methods, models, and applications. Springer.
Wilkinson, A., Wood, G. and Demirbag, M., 2014. Guest editors’ introduction: People
management and emerging market multinationals. Human Resource Management.
53(6). pp.835-849.
Khan, F. and Hashemi, S. J., 2017. Introduction. In Methods in Chemical Process Safety (Vol. 1,
pp. 1-36). Elsevier.
Chance, D. M. and Brooks, R., 2015. Introduction to derivatives and risk management. Cengage
Learning.
Johnson, G., 2016. Exploring strategy: text and cases. Pearson Education.
Online
Process of management. 2017. [Online]. Available through: <https://iedunote.com/function-of-
management-process>.

APPENDIX
Imperial Hotel Case Study Planning Sheet
Student Name/No:
Group/Seminar Tutor:
Date of submission:
Problem No: 1. POOR GUEST SATISAFCTION
 What do you consider the core reasons for this specific problem at the hotel?
Because they are able for provide required services to their guest such as regular complaint about checking and
check out issue, repeation of bill slip, cleanliness of bathrooms, noisy air conditioner and some technology are not
working.
 Briefly identify how your specific problem may be linked to any other of the 5 remaining problems
identified in the hotel case
The poor guest satisfaction is linked with other issue which is high staff turnover because they does not satisfy
their employees also. The culture of organisation also affect the employees performance and many more.
 How useful do you consider the suggested actions are proposed by Peter Farnsworth to resolve your
specific problem?
According to the Peter Farnsworth, he resolve such problem which is related to poor guest satisfaction is to adopt
latest methods and techniques for fulfilling all customers requirements and needs in proper manner.
 Consider two alternative ways that this specific problem could be resolved which have not as yet
been considered.
Firstly, Imperial hotel should optimise their online presence where they easily contact with customers and resolve
their issues and problems. For using such methods like, Facebook, Trip Advisor, Yelp and other sites. Second one
is analyse the feedback of their guest and give proper reply for such issues.