Imperial Hotel, London: A Case Study on Management and Operations

This case study examines the management and operational challenges faced by the Imperial Hotel in London, a four-star establishment with 500 bedrooms, conference rooms, bars, and restaurants. The analysis identifies issues such as high employee turnover, low customer satisfaction, and inefficient use of IT systems. The study highlights the negative working culture, lack of teamwork, and inadequate employee training as key contributors to the hotel's poor performance. The case proposes solutions like providing employees with secure access to information, implementing communication technology, and offering comprehensive training programs. Furthermore, the study emphasizes the importance of operational efficiency, technological advancements, and staff productivity. The application of system and behavioral management theories are also discussed to address the problems and improve the hotel's performance and guest satisfaction.

Assessment Case Study –
The Imperial Hotel,
London

Table of Contents
INTRODUCTION...........................................................................................................................1
Reviewing the management theory to specific problem........................................................1
Analysis one specific problem................................................................................................2
Summary and justification of key proposal for the resolution...............................................2
CONCLUSION................................................................................................................................5
REFLECTION.................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Management can be referred to as business procedure which mainly includes the
administration as well as controlling of different activities performed in an enterprise in order to
accomplish desired objectives. It can also be defined as act of working closely with people and
managing as well as utilizing resources in an effective manner for achieving desired goals. The
report have focus on the different issues faced by Imperial hotel; due to ineffective management
and operation. Imperial is basically a four star hotel which offers food and accommodation
services. Study will also include some suggestions which can be applied by organization for
resolving issues.
Reviewing the management theory to specific problem
Imperial is well-known and most popular hotel. It is a hotel which consists of 500
bedrooms and organization is located in London. In addition to this, an enterprise also consists of
twelve conference rooms , three bars as well as restaurants. Business entity serves high quality of
goods as well as services to guests. Imperial hotel has team of 300 full time workers and special
team of employees are appointed for cleaning, deliveries laundry services etc. Hotel also
provides room services to guests. Presently Peter Farnsworth, has been appointed as manager of
Imperial hotel who is mainly responsible for managing people as well as administrating different
business functions within an organization. New manager in Imperial hotel is facing the number
of problems in performing their roles as well as responsibilities in systematic manner (Obholzer,
2018.). In addition to this, an organization is also facing number of issues such as high employee
turnover rate that further has adverse effect on the customer service as well as occupancy rate in
hotel. It has been analysed from the given case scenario that management in organisation has
performed the survey and has founded that during last year Imperial hotel has got the lowest
ranking in context of customer satisfaction. The results of the survey indicated that many of the
guests of Imperial hotel are not satisfied with check in and out procedure (Maria, 2019). In
addition to this, many of the customers has made compliant that employees working in Imperial
hotel are sometime very much rude with them. Few people has also complained that they are
charged with incorrect bill and employees has not provided them with appropriate response to
the complaints.
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One of the reason which has been analysed from the case study is insufficient human
capital as well as other resources, Imperial hotel is facing issue in providing quality as well as
timely services to customers which has resulted into high level of dissatisfaction in guests. In
addition to this, Poor business performance of hotel has adverse effect on the costs as well as
profitability of imperial hotel.
Analysis one specific problem
After analysis of given case scenario, it has been found that one of the biggest reason for
poor business performance as well as customer satisfaction is existence of negative working
culture in Imperial hotel which is giving rise to such issues. In addition to this, other rationale
which has been found aftyer analysing the case study is that Imperial hotel has not be able to
deliver timely as well as quality services to customers due to inefficient utilization of
Information technology system. There is lack of team working spirit among workers (Ansoff and
et.al., 2018). Team working is very much essential in order to deliver quality services as well as
high level of satisfaction to customers. It has also been analysed that employees engaged in back
operations are not being able to meet the operational standard due to lack of proper training.
Increase in the absenteeism of workers which is considered to be as other important reason
because of which Imperial hotel is not able to provide proper services to customers which has
lead to high level of dissatisfaction in guest. The complaints are also made by customers in
relation to cleanliness in bathrooms. It has been analysed from the given case scenario that one
of the important reason for high level of dissatisfaction in customers is inappropriate behaviour
of employees towards guests.
Summary and justification of key proposal for the resolution
In context of Imperial morale, it is very much essential for management in an enterprise
to address the reason for high level of dissatisfaction in them before it give rise to major
problems. In relation to increase the operational efficiency Imperial hotel can adopt the
following plan which include :
Providing workers with secure as well as consistent access to information : management in
imperial hotel is required to share information about customers needs as well as demand with
workers working in relevant functional units such as operation, marketing etc. As when
information about the guest will be shared it will be easier for workers to fulfil guest requirement
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which is very much essential in order to provide them with high level of satisfaction. It is the
tactics which will also aid organization in preventing the wastage of resources (Harmon, 2019).
Access to communication technology : It is required by management in Imperial hotel to
implement information technology at workplace. In addition to this, management should provide
open communication channel as well as devices to workers so that they can communicate
effectively as well as continuously which is very much essential in order to deliver timely as
well as quality services to customers and to provide guest with high level of satisfaction
(Gonçalves, Gaio and Robles, 2018).
In addition to this, streamlining the communication with the customers in considered to
be as one of the best strategy which can be applied by the management in Imperial hotel, as it
will help them in delivering good experience as well as high level of satisfaction to customers.
Management in Imperial is required to provide workers with proper training which will further
assist business entity in delivering the professional services to guest that is crucial for providing
clients with high level of satisfaction.
Operational Efficiency and Productivity to make hotel financially sustainable
In order to improve the operational activities of the employees Imperial Hotel should required to
take some measures and strategies such as technological, training and development etc
(Kularatne and et.al., 2019). that direct affect the company higher performance and maintained
the customer satisfaction. Imperial Hotel can also adopt some leading technological performance
some of the strategies are given below :
Adopt technology to improve operation : Technology is now the solution of each
problems that easily implemented and maintained the work accuracy level as well. Web based
technologies enable to hold the business very effectively in which business can also increasing
the productive outcomes. Technologies in operational functions are highly productive and
efficient to increase the market share and aggressively pursue the cost reduction or greater
efficiency (Milder and et.al., 2016). Smart inventory software can help Imperial Hotel to
effectively manage the stock information and data to secure the productive functions. Smart
investor can also helpful for the business to reduce the inventory levels ad also improves the
profitability and speed up for the customer response time.
Implement continuous improvement approach : By evaluating and measuring the activities going
on the business channels can helpful to effectively manage and uncertainly productive for the
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higher satisfaction level of guests (Hsiao, Chuang and Huang, 2018). To maintained the interest
of guests are highly affected by the operational activities if it is not good in the hotels. Imperial
hotel should evaluate their performance to measure the improvement areas. For that, it requires
for the company to discover the new evaluating the new development areas.
Staff Productivity : Staff productivity is the measure issue in Imperial Hotel due to
which customers are not satisfied with the services of the hotel. In order to influence the
company productivity and profitability,. They should first invest on the employment
development. Make them specialised and productive to handle the critical situation. Also they
should be always motivated in order to better serve the services to customers (Geisler and
Wickramasinghe, 2015). Imperial Hotel can acquire the performance management activity in
order to sustained the good image in front of their customers. However the business also need to
required and managing the work into more sustainable manner.
Explaining the management and operations theories and principles.
System Theory
In order to remove the issue or problem in Imperial Hotel, there should be focus on the
areas of effective management and operational functions which is the most efficient and
profitable areas of improvement. In order to recommend Imperial Hotel needs to acquire the
System theory of management that helps to gain the guest satisfaction. System theory is the
approach that treats an organisation in a systematic form with some specified manner. System
theory is based on some distinct parts that interact to form a complex whole. It certainly
maximize the new goals and opportunity to make things more sustainable and effective. It
certainly effective and unmanaged the working opportunity to gain the business forming results.
In other words, system theory is a interdisciplinary this work opportunity and makes the
systematic work more challenging and effectively done as per the defined business objectives
(Hoye and et.al., 2018). Imperial Hotel should focus on implying the business opportunity by
implementing the systematic theory of management. Systematic performance and productive
working environment can helps to motivate employees in positive manner.
However the study explored the different opportunities that will better understand and
explored the form of different gain and opportunities. Systematic management theory form and
develop on the basis of systematic performance that comes from the proper procedures. It can
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help Imperial hotel to manage the task or activities and ensure that employees are effectively
performed their own duties and responsibilities.
Behavioural Theory
Behavioural theory is one of the another most effective management theory that can help
to understand the behaviour of an individuals which is helpful for the management to judge the
individual performance and also encourage them accordingly (Cook, 2017). Such motivational
opportunity and task will help to continue the effectively working opportunity and gain.
Behavioural theory of management is highly adopting and emerging market growth opportunity
that better understand the things and leading business opportunity and gain. Behavioural theory
of management is creating the biggest concerns of organised cooperation has been management.
That better generates the high productivity gain in the management functions. The main focus of
the behavioural theory is on the systematic performance goals that defined the human behaviour
and satisfying the interpersonal need of employees and satisfy them by providing the Training &
Development, reward & incentives etc. however the business opportunity and gain sustain the
availability of the work and also increasing the productivity of the business into high range of
customer satisfaction (Slack and Brandon-Jones, 2018).
Behavioural theory of management can help Imperial hotel to motivate employees and
increases their morale satisfaction. That helps them to build the high commitments for the
organisation development. Mainly the theory is focus on the organisation as a social entity by
focusing on human relation, behavioural science, and motivating them into the best practice level
(Bromiley and Rau, 2016).
CONCLUSION
On the basis of above study it has been concluded that without having a systematic
operations and management activities with the organisation. There has always dissatisfaction
among their clients. In hospitality sector guests satisfaction is the foremost thing to be considered
while planning. For that, organisation needs to imply some operational or technological
strategies. However, the report discuss the problem which is related to guest satisfaction due to
low performance of employees. It has been analysed from the report that without the support of
employees company never achieved their aims and objectives. Therefore the present study
discussed about the cause of problems and also recommended some strategies for the
development. Study also justified the advantage of the strategies that hotel organisation could
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adopt to gain the customer satisfaction. Report justified the system theory and different
approaches for the betterment of the organisation performance. Overall, study concluded the
importance of guest satisfaction which supports the company and its development process.
REFLECTION
Throughout this analysis from this report it has been analysed that how to cover and
resubmit the effective work after modification. Therefore, I have gained more knowledge and
skills in order to achieve my own objective. In the above research or study I have gained skill or
knowledge in the context of specific problem in hotel which is poor guest satisfaction due to lack
of motivation among employees. I have observed that without the contribution of employees
organization cannot achieve their aim and objectives. Besides, I modified the required changes as
per the feedback given and learnt how to prepare the research with full understanding. In my
previous assignee I failed to achieve all the requirement of the file due to which I received
feedback this time I have make sure that the structure of the report to go through from the all
sides. I can learn from this feedback that how I can improve my work in future. I also got to learn
what points should be considered while undertaking any piece of research. Besides, I have
gained knowledge in the context of the hospitality industry and understand how it works with
best interest of customers. Therefore, this feedback helps me to ensure my mistakes which I will
never repeat again in my any work assignment in future. Besides, I also learned that how work
has to be done with full concentration and focus. The overall lesson helped me to learn how to
resit the whole assignment again. From the above done feedback this covered the situation and
makes the things more appropriately. Apart from this , it covers the high potential growth in
terms of making my further assignment in the best possible manner. I have gained high
knowledge and deep understanding with the topic I have gained from this feedback. Moreover,
this helps to brings the high advantage goals and certainly makes the positive outcomes. In order
to designed the work process it helpful to understand the task and effectively manage the
performance in to the best targets. Apart from this, it makes the high potential growth which
makes the things more effectively managed and I will never repeat this mistake again. In further
task, it must be required to manage the overall system and make the things more importantly
productive. Besides, this system makes the process more energetic and influencing.
I got one feedback on my personal report, I have learned many thing from that , positive
feedback enhance my inbuilt skills and help me to improve my performance. Feedback act as a
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tool for the continued learning , motivate me towards the desired goal and encourage me to think
critically about the work. The feedback which I got is playing a important role in my life. From
getting a feedback I actually come to know where I am lacking or what changes should I need to
do in my personal report. From getting Feedback I am able to increase my work efficiency or
gets a proper guidelines related to the time management.
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REFERENCES
Books and Journals:
Harmon, P., 2019. Business process change: a business process management guide for managers
and process professionals. Morgan Kaufmann.
Ansoff, H. I. and et.al., 2018. Implanting strategic management. Springer.
Maria, M., 2019. The issue of creating and implementing of modern communication
technologies in business management from the Republic of Moldova. Total quality
management.
Obholzer, A., 2018. The leader, the unconscious, and the management of the organisation. In The
Systems Psychodynamics of Organizations (pp. 197-216). Routledge.
Gonçalves, T., Gaio, C. and Robles, F., 2018. The impact of Working Capital Management on
firm profitability in different economic cycles: Evidence from the United
Kingdom. Economics and Business Letters.7(2). pp.70-75
Kularatne, T. and et.al., 2019. Do environmentally sustainable practices make hotels more
efficient? A study of major hotels in Sri Lanka. Tourism Management, 71, pp.213-225.
Milder, J. C. and et.al., 2016. Reducing tourism's threats to biodiversity: effects of a voluntary
sustainability standard and training program on 106 Latin American hotels, lodges and
guesthouses. Journal of Sustainable Tourism, 24(12), pp.1727-1740.
Hsiao, T. Y., Chuang, C. M. and Huang, L., 2018. The contents, determinants, and strategic
procedure for implementing suitable green activities in star hotels. International Journal of
Hospitality Management, 69, pp.1-13.
Geisler, E. and Wickramasinghe, N., 2015. Principles of Knowledge Management: Theory,
Practice, and Cases: Theory, Practice, and Cases. Routledge.
Hoye, R. and et.al., 2018. Sport management: principles and applications. Routledge.
Cook, M., 2017. The management of information from archives. Routledge.
Slack, N. and Brandon-Jones, A., 2018. Operations and process management: principles and
practice for strategic impact. Pearson UK.
Bromiley, P. and Rau, D., 2016. Operations management and the resource based view: Another
view. Journal of Operations Management, 41, pp.95-106.
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