Report: Analyzing Issues at Imperial Hotel London - Management

This report provides a comprehensive analysis of the management and operational challenges faced by the Imperial Hotel London. It identifies the core issues of a negative working culture, high levels of sick leave, and poor employee attendance, and how these issues impact guest satisfaction and the overall performance of the hotel. The report delves into the causes of these problems, including a lack of training, poor communication, and unhealthy relationships among staff, which contribute to demotivation and high employee turnover. To address these challenges, the report proposes a 3-point plan focusing on problem definition, solution generation, and execution with follow-up, emphasizing the need for leadership to address the root causes. The analysis is supported by the application of management and operational theories, including human relations theory, the principle of division of work, and Theory X and Y, to provide a framework for improving employee performance, fostering a positive work environment, and ultimately, enhancing the quality of offerings and guest satisfaction. The report concludes by emphasizing the critical role of effective leadership in guiding staff, managing information, and making informed decisions to achieve the hotel's objectives.

INTRODUCTION TO
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
ANALYSIS OF INDIVIDUAL PROBLEM...................................................................................3
Discuss the cause of problem and its relationship with other issues...........................................3
Develop a 3 point plan to resolve the problem in terms of improving the quality of offerings..5
Support the answer with management and operations theories and principles...........................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Management is undertaken as the effective function which is needed at all the prominent
levels of company undertaking the significant political, social, economical and other concerning
factors. Along with this, management is undertaken as the important aspect of economic life for
the individuals which tends to conduct the effective group activity in terms of integrating the
workforce for several activities. Along with this, management concept undertake several
components undertaking the principles, theory and other approaches. Along with this,
management is the creation of acquiring property done with the aid of individuals and
concerning groups. It also undertake proper prediction of program in order to manage, plan and
forecast in terms of coordinating and controlling several things (Babich and Kouvelis, 2018). It is
essential factor for the regular activities which is essential considering effective use and
development of resources to ensure continuity in an organisation. Besides this, managerial
function undertake human action including design that facilitate the production in prominent
system. Along with this, report is supported on the case survey of Imperial Hotel London which
is placed in the heart of London's west end and also tends to manage several chains of hotel
project the 4 star hotel. Report also cover issue for the negative working culture in staff with high
plane of sick leave and poor attending in hotel that leads to negatively impact the overall
perspective of customers and image of hotel.
ANALYSIS OF INDIVIDUAL PROBLEM
Discuss the cause of problem and its relationship with other issues
The existing discussion is based on the imperial hotel London which is the large hotel
chain and operate its hotel chain at the global level. In regard of this, Imperial hotel tends to have
various facilities considering conference rooms, leisure centres, bars, bedrooms and large
number of staff members that tends to take contract on the basis of laundry, leisure and other
concerning services. Besides this, the existing issue is related with negative working culture
which high level of sick leave and poor attendance that tends to occur due to untrained and
ineffective workforce that does not have proper knowledge in terms of dealing with guest and
prominently impact the overall performance of company. In relation with this, it is also identified
that the issue that tends to occur due to the shortage of communication, unhealthy relations and

lack of proper training that tends to demotivate employees to perform their job role with full
potential.
Along with this, undertaking the specific issue which is concerned with others as well
that leads to develop issues for the hotel. Besides this, poor guest satisfaction is also related with
ineffective working culture, high level of sick leave and poor attendance that tends to impact the
working culture and condition of company (Winata and et. al., 2020). For this, if workers are not
decently disciplined that it tends to impact the employed culture of an organisation. Besides this,
most of the workforce are not significantly fit for any culture due to their own perception and
opinions. Away with this, negative working culture also leads to create worker turnover rate and
absenteeism that impact the image and growth of company by considering the worse
performance in comparison to other hotels.
Besides this, the negative working culture is the biggest issue for hotel as it leads to
negatively impact the overall functioning and performance of employees that leads to hinder the
smooth running and functioning of company that impact the functional and operational activities
of company. Along with this, it is analysed that poor coordination and collaboration within the
workforce tends to impact the overall management of company. Negative working culture is also
linked with the staff members and their functioning including, receptionist and front office by
which they does not know how to effectively deal with customer with spreading panic in other
event activities (Bazeley, 2018). Along with this, proper management leads to influence
performance of employees which is essential for having effective workforce and staff members
for imperial hotel in terms of developing their overall skills and understanding to offer suitable
guidance and direction to their guests by treating them quite politely in order to retain them for
the suitable time period.
Away with this, the back housing staff is also not much competent in terms of having
effective performance for their job role that significantly become the issue considering the
maintenance of hygiene in the premises of hotel that tends to impact the customer service in
terms of holding them for the longer time period and also tends to attract them. In terms of
imperial hotel, they also does not have prominent staff members that impact the reputation of
hotel and tends to change their client base which is not so gainful in terms of running hotel.
Besides this, considering several challenges, it is analysed that hotel tends to face
prominent issues considering the functioning and running of hotel and somehow negatively

impact the overall public presentation and productiveness of workers which is not quite good for
hotel considering the poor client contentment that connects with several functional entities and
other units of hotel by accomplishing the success for the running of hotel that tends to eliminate
the profitability and sales of hotel which is effective for the coming future (Prasad, 2020).
Therefore, it also represent several methods which are useful for the imperial hotel that tends to
overcome effective issues considering several approaches and theories which is helpful in
effective training of employees which is beneficial to accomplish growth in business
environment that give tough competition to other rival hotels.
Develop a 3 point plan to resolve the problem in terms of improving the quality of offerings
Considering the issue which is obdurate in above section it is analysed that there are
several ways in terms of overcoming the problem by developing effective plan to offer
prominent quality of services and offerings. For this, the suitable plan is discussed below:
Define the problem: By including the treatment, it is identified that the leadership of
hotel should consider the issue and effectively examine according to the effective consideration
of issue which is negative working culture, high level of sick leave and poor attendance.
According to this problem, imperial hotel does not provide suitable service to their potential
customers that tends to occur dissatisfaction among customers of hotel and their staff members
which are not much able to fulfil the necessitate of consumers (Jackson, 2020). Besides this, the
workforce is not capable to develop healthy relations with customer and also tends to behave
rudely which is not suitable for the image of hotel.
Generate solution: Undertaking the discussed problem, it is analysed that every issue has
their own mixture by which organization is confident for hotel in terms of running and overcome
from the issue. Besides this, for the negative working culture the manager of hotel tends to
organise prominent training and development for employees in order to improve their
performance (Ishaque and et. al., 2020). Besides this, leaders also tends to offer effective
guidance in order to offer prominent working culture for better working conditions that tends to
make their employees quite satisfied for their work.
Execute and follow up: For each and every company, solution changes as per the
situation that need effective execution which is done by the leadership of Imperial hotel. Along
with this, they also need effective monitoring and controlling considering the execution of
solution (Opdam, 2018). Moreover, the manager of Imperial hotel also consider effective

controlling and monitoring with prominent solution undertaking effective development of
relations and offering training to customers which is beneficial to retain consumers for longer
period of time.
Support the answer with management and operations theories and principles
Considering the above discussed problem, it is analysed that there are several principles
and theories of management which is used for effective moving and executing of prominent
theories in terms of imperial hotel which is mentioned as:
Human relation theory: As per this theory, to get over from the problem which is faced
by hotel regarding their prominent customer satisfaction. It is essential to develop and also have
effective dealings with consumers which is helpful in terms of holding them for longer period of
time. Besides this, it also tends to put emphasis on the changing working situation considering
the break time and effective environment and culture for their staff members to perform their job
role with full potential (Sotirov and Arts, 2018). It also effective for the relations in hotel, as both
employees and employers tends to have healthy relations which is effective to give suitable
guidance and instructions to their employees in terms of enhancing and overcoming from
existing problem.
Division of work: As per this principle, it is analysed that work need to classified among
the employees by which it does not become the burden on the individuals considering the whole
performance level. Besides this, if an individual tends to perform all the prominent task and after
that it become worse and does not perform in prominent manner that does not tends to satisfy the
needs of customers (Langfield-Smith, Thorne and Hilton, 2018). In terms of Imperial hotel, it is
determined that their directors need to classify the prominent task within their employees
undertaking prominent skills and involvement which is helpful in order to make them more
effectual to perform their task in the given period of time. Along with this, managers of imperial
hotel tends to ensure that their workers are also competent enough in terms of interacting with
their potential customers which is useful for the development and growth of hotel.
Theory X and Y: This theory undertake two outstanding factors as both are the effective
factor which is concerned with the behaviour of human being and opinion of employees. In
regard of this, directors of Imperial hotel tends to use both the factors as some of them are
positive and negative considering the nature and according to the X factor workers does not like
to take effective responsibilities and also tends to resist to opt prominent changes for employees

as they also need suitable way and directions in terms of performing their job role. Besides this,
considering Y factor managers leads to opt take part leading style and also leads to take
responsibility more willingly that tends to motivate them to accomplish their suitable goals and
objectives in terms of accepting effective responsibilities (Jarrow and Chatterjea, 2019). Besides
this, employees are also efficient and also does not need more counsel in bid to execute their job
role which is assigned to them. In terms of Imperial hotel, with the aid of this approach,
employees tends to become more efficient in terms of performing their job role and also solve
convoluted issues to fulfil the necessitate of consumers to overcome from the existing issue.
CONCLUSION
By considering the preceding treatment, it is known that effective direction is the process
of controlling and dealing things with the aid of individuals. It also tends to pursue with the
prominent association considering the several activities to accomplish suitable goals and
objectives. It also tends to undertake prominent manufacturing process including, materials,
machines, money and many more. Besides this, management is helpful in terms of creating
suitable functions in company including corporate policy, planning, organising, directing,
controlling and so on in order to accomplish effective objectives and goals. Furthermore,
undertaking the existing issue which is faced by hotel, it is analysed that effective leadership is
useful in order to offer instructions and guide staff members which is useful in terms of
managing the prominent information and knowledge which is useful to take prominent decisions.
Besides this, it is also essential the workforce must have good communication skills which is
useful in terms of attracting large number of customers and leads to retain them for the longer
period of time. In regard of this, self management is also essential that helps in accomplishing
prominent objectives and goals. Hence, leadership is the effective activity that leads to impact
individuals in terms of performing the assigned task prominently the tends to develop positive
working culture regarding the productivity of job.

REFERENCES
Books and Journals
Babich, V. and Kouvelis, P., 2018. Introduction to the special issue on research at the interface
of finance, operations, and risk management (iFORM): Recent contributions and future
directions.
Bazeley, P., 2018. A practical introduction to mixed methods for business and management.
SAGE Publications Limited.
Ishaque, M and et. al., 2020. Introduction to Management of Carotid Disease. In Carotid Artery
Disease (pp. 1-5). Springer, Cham.
Jackson, B.J., 2020. Construction management JumpStart: the best first step toward a career in
construction management. John Wiley & Sons.
Jarrow, R.A. and Chatterjea, A., 2019. Introduction To Derivative Securities, Financial Markets,
And Risk Management, An. World Scientific.
Langfield-Smith, K., Thorne, H. and Hilton, R.W., 2018. Management accounting: Information
for creating and managing value. Sydney: McGraw-Hill Education.
Opdam, P., 2018. Exploring the role of science in sustainable landscape management. An
introduction to the special issue.
Prasad, L.M., 2020. Principles and practice of management. Sultan Chand & Sons.
Sotirov, M. and Arts, B., 2018. Integrated Forest Governance in Europe: An introduction to the
special issue on forest policy integration and integrated forest management. Land Use
Policy, 79, pp.960-967.
Winata, S and et. al., 2020. Electronic medication management system introduction and
deprescribing practice in post-acute care. Journal of the American Medical Directors
Association.