Management Strategies to Enhance Guest Satisfaction at Imperial Hotel

This report examines the challenges of poor guest satisfaction at the Imperial Hotel in London, a 4-star establishment facing issues such as high employee turnover, negative work culture, and inefficiencies in front-of-house operations. The analysis explores the causes of these problems, including a lack of trained staff and poor teamwork, and suggests corrective actions based on management theories. The report applies Henri Fayol's 14 principles of management and Max Weber's bureaucratic management theory to identify areas for improvement. Recommendations include employee training, addressing staff turnover, improving front-office processes, and renovating hotel facilities. The report concludes that effective management is crucial for enhancing service quality, improving employee morale, and ultimately, increasing guest satisfaction and financial sustainability in a competitive market. The study emphasizes the importance of leadership, employee retention, and efficient resource utilization to achieve organizational goals and maintain a positive brand image.

INTRODUCTION TO
MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
ANALAYSES .................................................................................................................................1
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
Management is “an art of getting thing done through others in a formally organised
group”. Management is to forecast plan and to organise it. Management is a essential for doing
every task. It is most important for all the organisation. It helps in the effective utilisation
available resources and achieve the organisational goals and objectives. Management help to do
a work in systematic and efficient manner. Management is key to success of every organisation.
This report is based on the problems faced by the hotel imperial, London.(Smith and Wong,
2016) This is a 4 star hotel with 500 bedrooms with all facilities and conference facilities for
1000 people for a same point of time. It have 12 conference rooms, 3 bars and 4 restaurants.
Hotel permanent staff is 450 in which 300 are permanent and 150 part time. Hotel have 25
branches in UK. The imperial hotel is continuous facing problem poor Guest Satisfaction.
Further this report will includes the corrective actions taken for the overcomes the problem of
poor guest satisfaction of the hotel. Further this reports includes management theory of sir Henri
Fayol who is father of management. Fayol gives the principle of management which help the
organisation to overcome the problem of poor guest satisfaction. (Ferrario and Giuliani,
2017)Further it includes bureaucracy theory of management by max weber which help to find the
loophole behind the problems. After that it includes the recommendation for the steps should be
taken to overcome the problem of poor guest satisfaction and make industry financially stable
and sustainable in the competition
ANALAYSES
Problem:- Poor Guest Satisfaction
The imperial hotel is facing problem of poor guest satisfaction due to several reasons.
Which arise in the survey conducted by the hotel. (Salic and Zelic, 2018)Causes of poor guest
satisfaction . There are several reasons given by the guest of the hotel. In the hotel most of the
guest are foreigners and business class persons who's expectations are high in terms of service
provided. The main problem of poor guest satisfaction is high employee turnover rate of the
hotel, due to the high turnover employees are not trained as they are new in the industry who
cant meet the expectation of the clients. And they are not able to satisfy its clients. The another
reason for the poor guest satisfaction rate is due the negative work culture amongst the staff and
poor attendance. The hotel operates 24 hour in the London but due the poor attendance shortage
of workers is always. That is why operational department is not able to take actions on the
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complains of clients and it also cause to the poor satisfaction of visitors. (Loucks and Van Beek,
2017)One more reason behind the poor guest satisfaction is front house office- reception, guest
attender and conference and banqueting industry. Their is miserable team work and lack of use
of information technology client facing lots of inconvenience in check In and check out. Because
no proper training for the fronts office department. Some time it charge more than the actual
bills. Which make customer unsatisfied. this are the main reason behind the poor satisfaction.
And the management should try to overcome it and make hotel financial sustainable and make it
compatible with other competitors. Management can use the theories to overcome this problems.
Organisation can use the management theory of Henri fayol, who gives 14 principle of
henry fayol. Which help organisation in the betterment of the service quality and increase staff
morale in the organisation sir Henri fayol given principles are:(Stimson, 2016)
1. Division of work:- according to Henri fayol in practice an employee will specialised in
his own area and it make him able to give best performance so Henri says that the work
should be divided and in small parts and assign to the workers so that the it make him
able ton do it in best and proper way. (Erasmus, Strydom and Rudansky-Kloppers,
2016)This principle help imperial hotel to increase efficiency of the workers and it help
them to give better services to clients.
2. Unity of direction:- fayol said that one employees should be direct from a single boss.
Employees should know that whom he have to report and that not confuse him.and able
to do his work. And from this hotel will able to retain its employees.
3. Discipline:- he says that discipline work as the oil in engine which makes organisation
rum smooth. Worker working in hotel should be obedience. And work efficiently.
4. Authority and responsibility:- Fayol said that authority and responsibility go togethet as
this are two sides of a coin.(Razvi and Hostalek, 2019) If management have power to
give orders than it also have the responsibility. This principle help hotel to deliver
authorities to employees because if they have authority than they also have a
responsibility of customer satisfaction.
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5. Unity of command:- this principle says that the employee should b commanded by a
single commander son that he can able to assign work. This help hotel to decrease
employee turnover rate and the negativity of employees in the organisation.
6. Subordinate of individual interest:- this principle explains the interest level of
employees towards the organisation. Fayol said that management try to make employees
interest towards positive and they try to boost morale. (Lees-Marshment, 2018)Which
help organisation to retain its employees and increase productivity
7. Remuneration:- Remuneration given to the workers should be logical and sufficient to
keep employees motivated. Their are two types of remuneration given to employees
monetary and non monetary monetary is bonus and compensation and non monetary is a
complement, more responsibility and credits or recognition . This help management to
retain employee and motivate them and it also help to increase the productivity and
decrease the staff turnover rate.
8. The degree of centralisation :- this principle says that power to take decision is not kept
only in the hand of higher. Management can involve lower level managers and it consider
the suggestion of its employees which can help a organisation to make better decision and
assist to increase it productivity which ultimately increase it profitability.(Wright and
Coyne, 2018)
9. Scalar chain:- there is a proper hierarchy should be present in the organisation for the
flow of information and orders. A clear line of area of authority. so that employees will
not get confused and work proper in channelised way. Management of hotel should
consider this principles of betterment of their staffing problems.
10. Esprit de corps:- this principle of fayol says that the all employees should work as a
team and they do not hesitate to take responsibility. Managers should try to increase
morale development of employees at workplace. If the employees of imperial hotel will
works as a team than it help hotel to get satisfaction of employees because team will
always try to full fill the needs and expectation of the clients.(Erasmus, Strydom and
Rudansky-Kloppers, 2016)
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11. Order:- It means that the employees in the organisation have right resource and their
disposal so that they work properly in the organisation. And it make environment clean,
safe and tidy.
12. Equity:- Fayol said that the all the employees in the organisation must be treated equally
and kindly. Employees must have their right place in the organisation to do the right
works and they have their personal dignity. (Ferrario and Giuliani, 2017)
13. Initiative:- Fayol argued with the management and said that employees should be
permitted to express his new ideas. And managers try to encourage employees to develop
new thing and share their idea to management.
14. Stability of tenure of personnel:- This management principle of fayol says that the
management should try to reduce employee turnover rate and put right person at the right
job on the right point of time. In this the changes of roles and responsibilities and
development of employees must be managed by the management.
Bureaucratic Management Theory
This theory is developed by Max Weber which includes two essentials of management.
Which are structuring an organisation into hierarchy and having clearly defined rules. According
to Weber this approach is focus on the necessity of organisations. he gives following principles
in his Bureaucratic Management theory.(Loucks and Van Beek, 2017)
1. Division of Labour:- weber said that the complex works should be broke in to parts and
make it simple job for the workers.
2. Chain of command/Hierarchy of power:- He said that there must be a proper chain of
command one person should be commanded by only on person.
3. Framework of rules:- their must be rules and regulation in direction and coordination.
4. Impersonality:- Recruitment of new employees on the basis of to favour of organisation
not on the basis of the who they know and who they are recruit new employees on the
basis of what they know.(Wright and Coyne, 2018)
5. Formal selection:- selection of employees who completed the selection process and by
verifying qualification and training period.
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The problem of poor guest can be solved by the management by adopting following ideas and
principles.
Management of hotel trained its employees and make them feel their needed environment.
Administration should try to adopt motivation theories to motivate employees and it try to retain
the employees. Try find out the reasons why employees are leaving organisation and overcome
them. Management should take action on the problem of check in and check out. management
should recruit new employees for the reception. With the qualification of good communication
skills and who have knowledge about the information technology. So the problems clients facing
while check in and check out can be resolve. (Ferrario and Giuliani, 2017)Management should
try to work on the quality of service providing to clients so the experience of guest can be better.
And it work on the close monitoring of the house keeping department and solve the problems
which are clients are facing. Management should take a step and renovate the hotel and solve the
problems bad quality of of rooms offered to guest. Work on the cleanliness of rooms and
bathrooms. And adopt the changes needed in the hotel rooms. Quickly react on the complaints of
customers.(Stimson, 2016) If hotel adopt the above changes it may increase in the satisfaction of
the clients and which helps to increase the profitability of the hotel and assist to sustain in the
market competition. Which ultimately increase the financial position and sustainability of hotel.
CONCLUSION
From the above study its concluded that management plays significant role in business
unit, it is responsibility of managers that to ensure working of employees so that staff members
provide great services to guests. In the absence of that guest may get negative towards the brand.
In effective services and poor condition of hotel create negative impressive in the mind of guest
hence hotel staff must pay attention on it. Leaders have to monitor working of each employee so
that rout cause of problem can be analysed timely. Managers have to give training to all
employees about their role and responsibility, this may help in improving their knowledge and
they will be able to perform their duties well. This would result in improving accommodation
facilities of hotel and workers will be able to perform their work significantly.
Employee retention is the major problem in organisation, management has to ensure that
skilled workers retain in the entity for longer duration. In order to retain them managers have to
give the rewards and have to motivate them so that they become loyal towards the firm and put
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their hard efforts to meet the organisational goal. Leading capabilities of management is essential
to minimise issue of staff turnover. Companies need to focus on best utilisation of their human
resources so that working efficiency of firm can be raised and guest satisfaction can be
improved.
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REFERENCES
Books and Journals
Erasmus, B., Strydom, J.W. and Rudansky-Kloppers, S. Eds., 2016. Introduction to business
management. Oxford University Press Southern Africa.
Ferrario, M. and Giuliani, G., 2017. In reference to" Clinical and economic evaluation of the
introduction of the combinazion trametinib+ dabrafenib in the management of advanced
melanoma in the Italian market”. Farmeconomia. Health economics and therapeutic
pathways. 18(1).
Lees-Marshment, J., 2018. Introduction: Political Marketing and Management in New Zealand.
In Political Marketing and Management in the 2017 New Zealand Election (pp. 1-5).
Palgrave Pivot, Cham.
Loucks, D.P. and Van Beek, E., 2017. Water resource systems planning and management: An
introduction to methods, models, and applications. Springer.
Razvi, S. and Hostalek, U., 2019. Therapeutic challenges in the application of serum thyroid
stimulating hormone testing in the management of patients with hypothyroidism on
replacement thyroid hormone therapy: a review. Current medical research and opinion,
pp.1-6.
Reis, R.D., 2016. NORM: introduction. In NORM-practical guide.
Salic, A. and Zelic, B., 2018. Introduction to environmental engineering. Physical Sciences
Reviews. 3.
Smith, L. C. and Wong, M. A. Eds., 2016. Reference and Information Services: An Introduction:
An Introduction. ABC-CLIO.
Stimson, C.J., 2016. Hospital Risk Management and the US Legal System: An Introduction to
US Medical Malpractice Tort Law. In Risk Management in Medicine (pp. 69-76). Springer,
Berlin, Heidelberg.
Wright, M. and Coyne, J., 2018. Management buy-outs. Routledge.
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