Report on Management Problems at Imperial Hotel, London: Solutions

This report analyzes the management challenges faced by the Imperial Hotel in London. The study identifies two primary issues: poor team working and the inefficient use of IT systems, specifically the Micros Fidelio reservation and property management system. The report explores how poor teamwork, particularly within the front office department, leads to conflicts and inaccurate information flow between departments. It applies various management theories, including scientific, administrative, bureaucratic, human relations, system, and Theory X and Y, to suggest strategies for improving employee efficiency and reducing conflicts. Furthermore, the report examines the inefficient utilization of the IT system, causing inaccurate data and communication breakdowns between departments, such as housekeeping, banqueting, and conferencing. The proposed solutions include training on IT systems, cross-team building exercises, team bonus schemes, and team training to enhance collaboration and improve the overall operational efficiency of the hotel.

Introduction to Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
The term management is defined as an administration of organisation whether business or
the body of Government (Aamir and Bhusry, 2016). Management also includes the activity that
involves setting strategy of a particular organisation and also coordination of efforts of the
employees that are involved in a company. It often includes factor of production where there are
involvement of machines, materials and money. Marketing and innovation are the basic task of
management. In this report, Imperial hotel has been taken into consideration. It is a hotel that is
situated on the east side of Russell Square, a branch of Imperial hotels, London. Thus, the
original building of the Hotel was designed by Charles Fitzroy Doll and was built between 1905
and 1911. It was later renovated with the same name in year 1966.
In the following report, it has been discussed about the two issues that has been faced by
Imperial hotel. First is poor team working, where the employees have conflict with other
departments due to wrong information provided by them. The other one is Inefficient use of IT
system. Due to these challenges the hotel had to face the problem of inaccurate information that
leads to conflicts between each departments. In addition to this, with help of this assessment
management theory has been applied in order to resolve the conflicts and helps the cited hotel to
achieve success.
MAIN BODY
Poor team working
This is one of the main issue that is being faced by Imperial hotel. Poor teamwork can act
as a major drain in any team (Abadi and et.al., 2016). It is the particular problem of the
organisation right from starting to the end. It mainly occurs when individual of the hotel tries in
order to impose the solutions that helps in meeting their own needs that are in conflict with team
needs. The main and foremost reason of people failing to work together is a lack of leadership.
There must be a proper management in order to set expectations and also keeping the group in
order to focus on the goals. The leaders must have ability for providing positive reinforcement in
order to help by keeping everyone motivated and morale of the team upwards.
Imperial hotel is mainly facing the problem related to front office department (Anderson
and et.al., 2018). They has a customer facing role in terms of offering services and support to
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guests. Therefore, for this the Reception has to be opened for 24 hours a day. For this they have
to adopt management theory that includes the following context-
Management theory
This theory helps manager and supervisors in order to relate with the organisations in
knowledge of goals (Bourdieu, 2018). This theory helps in accomplishing the goals of the
company and also helps in motivating employees in order to perform the higher standard. Thus,
it includes following-
1. Scientific theory- this theory of management helps in analysing and synthesizing the
flows of the work. Thus, its main objective is to improve the economic efficiency and
labour productivity. It is an attempt in order to apply science in management.
2. Administrative theory- this theory is based on departmentalisation concept that means the
different activities to be performed in order to achieve the common purpose of
organisation that has to be identified and also classified into the different groups that has
been involved in Imperial Hotel. According to this theory, the staff of the imperial hotel
must be structured so well according to the skills and duties that will later help in order to
accomplish the goals.
3. Bureaucratic management theory- this theory is the basis of systematic formation of
organisation and later is designed in order to ensure efficiency and effectiveness of the
economy.
4. Human Relation Theory- it is a researched belief that is desired by the people in terms of
being a part of support team that helps in facilitating the growth and development of
Imperial Hotel. The basic principles of this is as following-
 The staffs that are involved in front office department in Imperial hotel are not interested
in financial gains, they want recognition and appreciation for their hard work.
 They must be treated as the human beings rather than machines. So the manager of a
particular company must try to understand the feelings and emotions of their employees.
 They must get the high degree of job security and job satisfaction. Therefore, the cited
hotel must provide them with this security that will help them in gaining the interest of
staffs towards the work.
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 Employees may like their participation in terms of decision making. Therefore, they must
give them freedom of sharing their vies in terms of the changes that are required in a
company.
 Managers must communicate with their staff in efficient and accurate manner. This will
help staff in understanding the needs of the hotel and staffs may work accordingly to
fulfil those needs.
5. System theory- this theory is a line of thought of that management field that stresses that
interactive nature and interdependence of internal and external factors of organisation.
This is used commonly in order to evaluate market elements that affect business and also
its profits.
6. Theory X and Y- these theories are of human work and also of motivation. The
description of this theory is the contrasting models of workforce motivation that has been
applied by managers in human resource management, organisational behaviour,
organisational communication and also its development.
Thus, if Imperial Hotel of London applies any of this theory on the staffs that are involved in
front office of the hotel, they will get interested in their work and may work with enthusiasm.
Application of this theory is important for Imperial hotel in order to increase their employees
efficiency and reducing conflicts between department (Christopher, Laasch and Roberts, 2016).
This theory will also help hotel in order to pass the important information to the next shift about
the guests or day to day activities that are essential. This will lead in working with proper
coordination and in quick manner without any conflicts. Poor team working of hotel can be
managed by using this management theory in appropriate manner.
Inefficient use of IT systems
This is the second issue that has been faced by Imperial hotel of London as inefficient use
of IT system. IT system is being termed as information system that aims in supporting
operations, management and decision making (Combe, 2014). This is used by every organisation
and also its interaction with people that mainly supports the process of business. It is the use of
any computers, storage networking and physical devices in order to create, process, store, secure
and exchanging various forms of electronic data.
Thus, Imperial hotel uses Micros Fidelio reservation and property management system.
This system helps in providing up to date information on the prospective guests along real time
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guests and also detail information about their reservation. In addition to this, the other
department of the hotel that includes kitchen, restaurants and conferencing also depend totally on
reception or front office in terms of guest numbers and data.
Micros Fidelio reservation
This system is one of the popular one that is being used by the staffs of front desks of
Imperial Hotel (Matera, 2015). It has been implemented in order to handle all types of
reservations in terms of individual, group and party, company, travel agent, multi legged, multi
rate and wait listed. This system basically offers solution to the operators of Hotel and also an
ability in terms of sharing information across multiple applications and properties on a single
database.
Property management system
Property management system is a comprehensive software application that is used in
order to cover the objectives in terms of coordination or operational functions of front office,
sales and planning, reporting etc (Molina-Azorín, Tarí, Pereira-Moliner, López-Gamero and
Pertusa-Ortega, 2015). This software is being designed in order to meet varied requirements of
any size of property or its chain. This also helps in providing tools that helps in running the
operations at greater level of productivity and profitability than before.
Thus, the cited company fails in order to use this system in efficient manner. This leads in
conflict of front office with other departments that were involved in Imperial hotel. This
occurred due to wrong and inaccurate information that were provided by them to the
departments. They lack in using this software in efficient manner that would have given them the
complete information about the reservation or any other things in the hotel. The department of
house keeping were provided wrong data about room availability, or guest staying inside the
room. This lead them in not cleaning room on time as they were not having actual information
about room is empty or full. This lead in conflicts between various departments due to lack of
information (Rohrbeck, Thom and Arnold, 2015). Thus, the department of banqueting and
conferencing also complaint as they were not provided with the information as the exact number
of guest that are going to visit. This situation caused difficulties for banqueting department as
they have to make availability of the hall as pert the members that were going to visit. They have
to make plans accordingly and manage the situation accordingly. This is also the main reason of
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conflicts. All this arises because of inefficient use of IT systems that helps in maintaining
accurate information.
Resolution
 Training into It system- training plays an important role for making use of technology in
efficient manner (Šimunić, Stifanich and Prodan, 2018). This is important in order to
make use of the skills for performing their jobs. This type of training includes courses
that is being related to application, design, development, implementation, support or
management of systems that is based on computers. This training will help staff to
maintain the accurate information that will lead in reduction of conflicts.
 Cross-team building exercises- this type of exercise is a collective term for various types
of activities that is being used in order to enhance social relations and also in defining the
roles within teams. The main aim of this exercise is to expose and address international
problems within a particular group. This resolution will help the staffs in order to perform
their work in enthusiastic manner that increases the loyalty of customers towards the
brand.
 Team bonus schemes- it is that scheme of a Imperial hotel where employees that are
involved receives the bonus for achieving particular objectives of a task that has been
allocated to them. The cited hotel must adopt the bonus scheme that is basically based on
annual performance of business.
 Team training- training must be provided to team in terms of working together. The
teamwork environment aims in promoting environment in a positive way that leads in
fostering loyalty and friendship. This close relationship motivates employees of Imperial
Hotel to work harder and also be supportive and help one another. For this, they will have
to strengthen their talents which requires proper and accurate training.
CONCLUSION
From the above report, it has been concluded that the entire study is based on the case
study of Imperial Hotel, London. It has been analysed that the cited hotel is facing two major
issues related to staff. This issues are poor team working and inefficient use of IT systems that
includes reservation and management system. Furthermore, it has also been analysed that the
cited hotel fails in using IT systems that leads in poor quality work and lack of profitability.
Thus, teamwork is important to maintain the quality work and reduce conflicts between
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various departments. In addition to this, the whole assignment also highlights on the
management theory that leads in maintaining the efficiency of employees in performing their
work and also leads in smooth functions between various departments that are involved in
hospitality industry.
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REFERENCES
Books and Journal
Aamir, M. and Bhusry, M., 2016. Building Recommendation System for Hotel. International
Journal of Computer Applications. 134(9). pp.19-23.
Abadi, M. and et.al., 2016, November. Tensorflow: a system for large-scale machine learning.
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Anderson, D.R. and et.al., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
Bourdieu, P., 2018. Cultural reproduction and social reproduction. In Inequality (pp. 257-272).
Routledge.
Christopher, E., Laasch, O. and Roberts, J., 2016. New approaches to introduction to
management courses. Journal of Management Education. 40(3). pp.359-361.
Combe, C., 2014. Introduction to management. Oxford University Press.
Matera, M., 2015. Black London: the imperial metropolis and decolonization in the twentieth
century (Vol. 22). Univ of California Press.
Molina-Azorín, J.F., Tarí, J.J., Pereira-Moliner, J., López-Gamero, M.D. and Pertusa-Ortega,
E.M., 2015. The effects of quality and environmental management on competitive
advantage: A mixed methods study in the hotel industry. Tourism Management. 50. pp.41-
54.
Rohrbeck, R., Thom, N. and Arnold, H., 2015. IT tools for foresight: The integrated insight and
response system of Deutsche Telekom Innovation Laboratories. Technological
Forecasting and Social Change. 97. pp.115-126.
Šimunić, M., Stifanich, L.P. and Prodan, M.P., 2018, January. The Level of Hotel Reservation
Synchronization Processes Using Information Technology Tools. In Interdisciplinary
Management Research XIV.
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