Connaught Hotel Case Study: Management Challenges, Solutions & Impact

This presentation provides a comprehensive analysis of the management challenges faced by The Connaught Hotel, a five-star establishment in London. It begins by outlining the context of hospitality management, emphasizing the impact of economic conditions, technological advancements, and consumer preferences. The presentation identifies key challenges, including economic fluctuations, changing customer expectations, and skilled labor shortages, detailing their causes and effects. It then critically examines the contingency theory of management, highlighting its relevance in adapting to various situations. Furthermore, the presentation delves into specific managerial problems, such as booking issues and the need for technological innovation. It concludes by outlining the initiatives and responsibilities undertaken by the hotel's management to address these challenges, focusing on promotion strategies and their positive impact on customer acquisition, brand loyalty, and market share. The presentation underscores the importance of proactive management in maintaining a competitive edge in the dynamic hospitality industry.

CONSULTANCY
PROJECT FOR
HOSPITALITY MANAGEMENT

INTRODUCTION
• Hospitality management is managing & giving services to various industries such as Hotels, restaurants,
clubs, tourism & travel business.
• This presentation highlights challenges faced by managers of The Connaught hotel and cause & affect of
that challenges.
• Further, this presentation include a critical analysis of contingency theory of management. Furthermore,
this presentation include problems & issues faced by managers of The Connaught Hotel.
• Moreover, the presentation include responsibilities & initiatives taken by managers of hotel and at last,
this presentation highlight impact of these actions on the business of hotel.

Causes & affects of range of managerial challenges within the hospitality sector
Hospitality Industry get affected if there is any change in various things such as economies,
technology and consumers preferences. The Connaught is a five star hotel situated in Central
London, United Kingdom.
Managerial Challenges faced by Hospitality Sector-
 Economic Challenges- Changes in economic conditions of UK affects business of The Connaught
Hotel. Managers of hotel faces various challenges if there situation of inflation in the countries
economy.

CONTINUE
 Customers Expectation- Constantly changing customers expectation is another challenge for the
managers of The Connaught Hotel which affects business of hotel because customers are assets of
hotel. Manager of The Connaught hotel has to find ways to delight its customers.
• Causes- Customers demand & expectation to The Connaught hotel is rapidly changing due to
technology advancement and customers behavior. With introduction of various apps customers
want fast delivery of their food.
• Effects- If managers of The Connaught are not able to fulfill expectation of its customers than it
effects companies customer base and brand image.
 Skilled Labour Shortage- This is the biggest challenge faced by manager of The Connaught
hotel. Because, to fulfill expectation of customers managers of hotel need skilled staff.

Analysis of management theory, analysis variety of complex industry specific managerial
problems & issues
 Contingency Theory of Management- This theory says that decision-making technique of
managers is dependent upon the situations occurring in business of The Connaught hotel which
can be external or internal.
• According to view of(Otley, 2016)this theory creates flexible work environment because
managers have to change their policies & strategies according to changes in circumstances of The
Connaught business. This theory also helps managers of The Connaught hotel in decision making
by analyzing all the external & internal factors and situations affecting hotels business.
• On the other hand, (Granlund and Lukka, 2017)illustrated, that this theory is very complex
because managers of The Connaught hotel has to make different strategies & decisions for each
situation , one strategy is not appropriate for all the situations.

CONTINUE
There are various managerial problems & issues are faced by managers of The Connaught Hotel,
that are-
 Booking & Revenue Problem- Emergence of various booking apps is the biggest issue for The
Connaught hotel because it increases competition in the market and reduces customers if hotel
does not provide better booking platform to its customers. To cope up with this problem Managers
of The Connaught hotel has to make strong promotion strategy and this in turn affects revenue &
customers loyalty.
 Technology Changes & Innovation- Technological advancement is the biggest problem for the
managers of The Connaught hotel every customer who choose to stay in hotel wants WI-Fi, USB
ports and flat screen TVs and managers have to fulfill their need.

Initiatives & responsibilities for the outcomes of their decisions, or proposed actions, and
evaluate the imapct of these outcomes in a real life context
Managers of The Connaught hotel takes various decisions & actions to resolve problems & issues that increases
profitability & market share of hotel. Following responsibility & decisions are taken by the managers to resolve
the problems & issue-
 Promotion Strategy- It is the responsibility of manager of The Connaught hotel to build strong promotion &
marketing strategy so that hotel can win over its competitors.
• Action- Mangers of the hotel have to take actions for promoting its products through various online & offline
channels such as social media, emails, top newspapers and direct marketing. Managers of the company also
take actions to provide various offers and facilities such as vouchers(gym & spa) and discounts.
• Impact- Impact of this initiative taken by managers of The Connaught hotel is that it increases & attracts
customers of the hotel, enhances brand loyalty and market share of the hotel.

CONCLUSION
• This presentation outlined challenges faced by managers of The Connaught hotel and cause &
effects of that challenges on the business of the hotel.
• Further, this presentation summarises contingency theory of management and problems faced by
managers of The Connaught hotel.
• Moreover, this presentation conclude initiatives & actions taken by managers to resolve the
problems & issues.
• At last the presentation summarises impact of these decisions & actions on the Hotel.

REFERENCES
• Otley, D., 2016. The contingency theory of management accounting and control: 1980–
2014. Management accounting research. 31. pp.45-62.
• Granlund, M. and Lukka, K., 2017. Investigating highly established research paradigms: Reviving
contextuality in contingency theory based management accounting research. Critical
Perspectives on Accounting. 45. pp.63-80.