Improving Management and Leadership at Imperial Hotel: An Essay

This essay provides an in-depth analysis of the management system at the Imperial Hotel, a 4-star hotel in the UK facing declining performance. The essay identifies issues related to poor management, employee performance, and customer dissatisfaction, highlighting the need for restructuring and improvement. It explores various management theories and leadership strategies, such as contingency and chaos models, and emphasizes the importance of client feedback, staff training, and facility upgrades. The essay proposes solutions including restructuring the management system, improving leadership skills, renovating the hotel, and implementing customer-centric strategies to regain the hotel's reputation and increase profitability. It stresses the significance of adapting to customer needs and continuous improvement to achieve organizational objectives.

INTRODUCTION
TO
MANAGEMENT

Table of Contents
TOPIC: Introduction to management...............................................................................................1
REFERENCES................................................................................................................................6

TOPIC: Introduction to management.
INTRODUCTION
Management system refers to the framework through which organisations are able to
implement various policies, strategies and plans effectively. It also helps to achieve objective of
organisation. In order to maintain quality of management process various sets are strategies are
considered. This enable the organisation in order to implement all the plaining and procedure in
order to generate effective results (Deelman and et. al., 2015). Through this way organisations
are emphasised on meeting the objective of company and attracting more number of clients. For
implementing management process effectively into an organisation some fixed strategies are
considered. Through these tools proper implementation process is developed, various guidelines
and directions are provided by them. Management system of any company is considered as
backbone of any organisation. It enable the organisation to achieve target.
The Imperial hotel is a 4 star hotel providing services at UK. The main branch of this
hotel is established at the heart of London. They are providing services from past 100 years. This
easy is based on the management system and processing of manager of organisation. According
to the given case study, they are not able to provide effective services due to poor management
system (Heras‐Saizarbitoria and Boiral, 2013). Through this essay some solutions are provided in
order to resolve management issue of organisation. Along with this various changes are also
included into the process that can affect the growth of company by attracting more number of
clients. This essay is representing role of management system in an organisation, along with this
tools are also considered that helps in order to implement strategies effectively. Importance of
management system is considered in order to improve processing of organisation and make it
effective.
The Imperial hotel is an international chain of hotels, having 500 bedroom hotel. They
are having various hotels throughout UK. Location of building is at the heart of city. They are
considered as 4 star hotel of UK. Various facilities are provided by organisations such as 12
conference hall having capacity of 1000 people at a time, leisure swimming pool, restaurants and
bars. In order to manage process efficiently (Lee, Kwon and Lee, 2014). They are have 6
department heads who are monitoring various units such as housekeeping, customer service,
reception and foods facilities. Along with this human resource and training are also managed to
provide effective services top their clients. The organisation is having work force of 450
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employees, out of which 300 are full-time and remaining are halt time staff. They all are working
for in order to provide quality services to clients and maintain reputation of hotel (Palma-Behnke
and et. al., 2013). Some extra facilities are also provided by company such as laundry,
transportation and so on. This all helps the company in order to attract more number of
consumer.
After the retirement of previous manager. The new manager of organisation is Peter
Farnsworth. They existing manager of hotel was working other star rated hotels of London. The
annual turn over of organisation is about 80%, but due to the poor performance of employees
and management it has reached at 60% (Is implementation a management system difficult? ). In
order to improve benchmark of organisation various necessary changes are required by structure
of company. As they are providing services from last 100 years therefore, structural and
beautification of building is required. This all directly impacting on the growth and profitability
of company. For the ineffective services of hotel staff clients are grading 65% only (Podgórski
2015). According to the Guest Satisfaction Service (GSS), summery of customers are recorded
by company. It helps to identifying issues related to the services provided by workers.
It also helps to make necessary changes into the process. For this various factors are
considered by Peter Farnsworth, identifying problems of clients, making staff aware about those
issues, providing effective training and taking feedbacks from customers (Customers demands a
greater degree of efficiency, is your organisation ready?). This is helps the organisation in order
to satisfy clients and also improves GSS ranking. It helps to modify image in market. To manage
processing of organisation various models and theories are introduced. It leads organisations in
order to achieve objectives. Along with various other factors are also handled through this
process such as decision making by considering internal and external factors of company. For
this various strategies are provided such as contingency model, chaos theory and system model.
This management approach is implemented in order to lead preferable style through
which organisation can reach their objective (Power, Sharda and Burstein, 2015). This process
does not provides any best solutions, but depends on the ability of leader who is implementing it.
After this another model is Chaos model. Through this approach all the mathematical and
statistics are implemented in order to solve complexity of organisation. This is also considered as
an effective style. Through this organisations are able to handle huge risks and improve
performance.
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According to ( Lee, Kwon and Lee, 2014), management theories helps by providing path
in order to achieve objective. It helps to implement strategies effectively in right direction. It also
provides various way in order to utilize resources effectively. As per the(Rahimi-Eichi, and et.
al., 2013), managements theories provides plaining, controlling and leading strategies, through
this way organisations are able to evaluate performance. On the basis of that necessary changes
should be implemented. (Tie and Tan, 2013), stated that leadership theories are equally important
in order to effectively implement strategies. They helps the firm by influencing employees in
order to perform their job efficiently, motivated staffs so that they can effectively achieve their
target. As per the view of (Zhao and et. al., 2013), managers are considered as higher authority of
company. They are provided with various powers in order to take effective decision for the
organization.
Along with this they are also implementing various rules and regulation on their
subordinates. They implement innovative and creative structures and motivates their subordinate
to do the same. According to (Palma-Behnke and et. al., 2013), management and leadership
theories helps the firm in order to maximise profitability and increase profitability of company.
Currently, The Imperial hotel is facing various challenges regarding the management and
performance of employees. As the hotel is providing services from last 100 years and rated as 4
star organisation of London (Podgórski, 2015). From last 8 years, they are facing huge issues
related performance of work force and services from clients side. This had made huge impact on
the growth and reputation of company. According to the given case study, clients are facing
issues related to factors on this company is failed to provide service.
Some basic level of facilities of hotels are also not effective such as bathrooms are not
clean, showers are not working, leakages are available in rooms and so on (Heras‐Saizarbitoria
and Boiral, 2013). Through all this issues customers are not preferring their services. In order to
attract clients, they make replacements to solve such problems. Also involve some adverseness
into their structure. This helps to improve image of organisation into market and make clients to
choose their services (Is implementation a management system difficult? 2015). In order to
resolve issues that are currently being faced by company, various strategies are being
implemented. As the management system is not much effective therefore, restructuring of
management system is considered as basic need. It provides effective strategies through which
they can adopt effective styles according to step (Rahimi-Eichi and et. al., 2013).
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The Imperial hotel requires effective management and leadership skills through which
they can provide proper guidance to their employees and leader can motivate work force in order
to perform their work willingly. As they do not have changed their structures and building from
past 8 years therefore, some reconstruction and redecoration are required. Along with this
various modification and beautification is also required (Zhao, Gu and Liu, 2015). This will
helps to attract more number of customers. In order to make changes effective company should
consider suggestion of clients. This can be done by taking review of clients by considering
various factors. Such as services, staff performance and facilities of hotels . These suggestion
should be shared with work force also . On the basis of that weaknesses necessary changes are
implemented in order to make process more effective. They can also implement various training
and learning steps also in order to meet demands and needs of clients (Tie and Tan, 2013.).
Thereafter, feedbacks are taken by clients for the improvised services.
On the basis of reviews necessary changes can be implemented to attract and satisfy
clients. This all strategies will effectively helps the organisation in order to achieve objective,
and help to get back previous reputation and brand value (Customers demands a greater degree
of efficiency, is your organisation ready?). In order to justify provided solutions that are
provided for improving situation of hotels. Opinion of clients should be considered. It helps the
organisation in order to identify weaknesses of services and facilitate. It helps The Imperial hotel
for making improvisation and also enable them to change process. Another importance step can
be considered as sharing their views with work force. Through this way they can implement
necessary changes at their own level, it reduces the burden of organisation. Along with this it
also improves effectiveness of process. The Imperial hotel can implement various training and
learning programs (Rahimi-Eichi and et. al., 2013). It helps the organisation in order to improve
performance of employees and enable to meet them needs of clients.
It also helps to read mind of customers, through which they can satisfy. Some necessary
changes are required into the structural and beautification of hotels. As their buildings are vary
old and not attractive. This is also affecting the clients visiting rate. Through implementing
necessary changes like redecoration and redesigning. They can attract clients and increase
profitability of organisation. Along with this some management models can be considered in
order to implement strategies effectively. Currently, they are providing various facilities to their
clients, along with this some other facilities can be also provided such as online room booking
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facilities, offers on bulk booking and so on this all strategies also helps the organisation in order
to achieve objective. Makes organisation able to increase profitability and maximise growth of
company (Tie and Tan, 2013). Therefore, all the provided solutions are able to increase
profitability of company and maintain reputation of organisation.
CONCLUSION
On the basis of above easy, role of management system is necessary for the growth of
company. It provides various strategies and proper plaining through which firms are able to
effectively achieve their objective. The Imperial hotel is an international chain of hotel. The
organisation is facing various problems due to ineffective performance of managers. This affects
the growth of company as number of clients are visiting are reduced. Along with this it badly
affected reputation of clients. On the basis of Guest Satisfaction Survey (GSS) ranking of
organisation is decreased up to 65%. This is badly influencing reputation of company. Various
approaches are considered by organisation in order to make improvement. On the basis of
provided case study some necessary solutions are identified. Through implementing them
organisation is able to meet their objectives. Such as taking suggestion from clients, discussing
them with clients and taking necessary changes in order to implement them. Along with this
feedbacks are also considered. These feedbacks helps to identify performance of implemented
changes and helps in identifying new changes that are required into the process. Along with
some redecoration and redesigning processes should be also considered by management. It will
directly impact on the clients ratio and helps in attracting more number of clients. .through this
way organisation is able to improve their reputation and brand value and also helps the
organisation in order to reach the objective. Along with this also enhance capability and
performance of clients, due to which quality of services that are provided to clients.
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REFERENCES
Books and journals
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Heras‐Saizarbitoria, I. and Boiral, O., 2013. ISO 9001 and ISO 14001: towards a research agenda
on management system standards. International Journal of Management Reviews. 15(1).
pp.47-65.
Lee, S., Kwon, B. and Lee, S., 2014. Joint energy management system of electric supply and
demand in houses and buildings. IEEE Transactions on Power Systems, 29(6), pp.2804-
2812.
Palma-Behnke, R. and et. al., 2013. A microgrid energy management system based on the
rolling horizon strategy. IEEE Transactions on Smart Grid. 4(2). pp.996-1006.
Podgórski, D., 2015. Measuring operational performance of OSH management system–A
demonstration of AHP-based selection of leading key performance indicators. Safety
Science. 73. pp.146-166.
Power, D. J., Sharda, R. and Burstein, F., 2015. Decision support systems. John Wiley & Sons,
Ltd.
Rahimi-Eichi, H. and et. al., 2013. Battery management system: An overview of its application
in the smart grid and electric vehicles. IEEE Industrial Electronics Magazine. 7(2). pp.4-
16.
Tie, S. F. and Tan, C. W., 2013. A review of energy sources and energy management system in
electric vehicles. Renewable and Sustainable Energy Reviews. 20. pp.82-102.
Ye, Y. and et. al., 2015. Numerical analyses on optimizing a heat pipe thermal management
system for lithium-ion batteries during fast charging. Applied Thermal Engineering. 86.
pp.281-291.
Zhao, R., Gu, J. and Liu, J., 2015. An experimental study of heat pipe thermal management
system with wet cooling method for lithium ion batteries. Journal of Power Sources. 273.
pp.1089-1097.
Zhao, Z. and et. al., 2013. An optimal power scheduling method for demand response in home
energy management system. IEEE Transactions on Smart Grid. 4(3). pp.1391-1400.
Online
Is implementation a management system difficult? 2015.Available through:
<https://www.nqa.com/en-gb/resources/blog/march-2015/is-implementing-a-
management-system-difficult>[Accessed on 6st July 2017].
Customers demands a greater degree of efficiency, is your organisation ready? 2016.Available
through: <http://www.excellonsoft.com/blogs-details/customers-demand>[Accessed on 6s
July 2017].
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