Imperial Hotel Case Study: Management Problems and Solutions Analysis

This case study examines the operational and management challenges faced by the Imperial Hotel, focusing on issues within the front office, including the reception, convention and banqueting, and cafe & bars. The analysis identifies problems such as poor communication, ineffective IT utilization, staff disputes, and inadequate record-keeping, which negatively impact customer service and overall hotel performance. The study applies various management theories, including Mayo's Human Relation Theory, Theory X and Theory Y, and principles of management like division of work, unity of command, and authority and responsibility to address these problems. The report also suggests implementing the Tuckman model to improve team dynamics and proposes solutions like staff training, performance-based incentives, and IT upgrades to enhance efficiency, customer satisfaction, and profitability. The conclusion emphasizes the importance of leadership in fostering a positive work environment and the use of management techniques to overcome operational challenges, ultimately improving both employee morale and organizational performance.

Case study
(Introduction to
Management)

Contents
INTRODUCTION.................................................................................................................................3
Analysis of the individual problem........................................................................................................3
Problem identification.......................................................................................................................3
Solving the problem...........................................................................................................................4
Problem from management and operations perspective.....................................................................5
Management theories.........................................................................................................................5
Principles of Management.................................................................................................................7
CONCLUSION.....................................................................................................................................7
REFERENCES......................................................................................................................................9

INTRODUCTION
Business management relates to managing and regulating the actions of an organization's
employees, tasks and operations. Management is quite important for company companies to
conduct their corporate processes efficiently with the necessary productivity and results to
accomplish the optimal operational priorities and objectives (Davis and Adam Cobb, 2010).
Company will often experience reductions in sales owing to poor administration, and other
issues will occur and will negatively affect the company's activities and staff. From this issue,
the company's efficiency and profitability along with its employees will decline. Companies
need to establish proactive plans to cope successfully with these problems ensuring that they
do not affect company processes and efficiency. Imperial Hotel is the chosen organization,
and is the top chain hotel throughout this essay task.
This is a group of hotels that provides entertainment, food and accommodation facilities
to clients who frequent the hotel. The research is focused on Imperial Hotel's case study to
assess the issue of weak working staff and ineffective usage of IT services in the hotel front
office like Reception, Convention & Banqueting, and Cafe & Bars. The article would use the
management techniques to solve front office problems in order to improve the results.
Analysis of the individual problem
Problem identification
The Imperial hotel needs to figure out the key problems that arise in the hotel's working
and formulating its plan. It is shown that the hotel's front desk unit like meeting & banquet
halls, reception and cafeteria and pubs don't function in the desired way. There is a shortage
of communication within the division and ineffective usage of the whole framework for
reservation, scheduling and client services. As front office desk is among the key divisions in
each and every kind of hotel (Dugan and Komives, 2011). Therefore its operation needs to be
sufficient and attractive. The facilities are delivered right to its visitors at the front desk and
even if the guests are not happy with the amenities the hotel will incur losses. In Case of
Imperial hotel it is noticed that the division does not preserve sufficient records on visitors'
entry and exit. This significantly increases the possibility of misunderstanding and disputes
among the hotel's different department. The housekeeping office's function is often
influenced by the inability of the reception workers to supply the visitors' arrival details.
Despite of that the visitors have to wait for a very longer time period. The hotel's convention

and meeting rooms’ team were therefore unwilling to organize the meetings and events
properly. Thus, it is observed that one division influences the function of all the other
divisions because each and every hotel's departments are inter-related. Few from the
Reception staff have disputes with other workers because they are not getting accurate data
about customers. The housekeeping workers often get the incorrect details about the
accessibility of the accommodation. In fact, the reception team does not notify the cleaning
team about the late and early appearances of visitors due to which many times rooms are not
organized and appropriately clean. As a result customers need to wait even long
for cleaning of room which many times irritate them and they cancel the booking which
incurs loss to imperial hotel. The conference and banqueting personnel even stated that they
had not provided the details on the amount of participants attending the sessions. Such issues
are induced primarily by the lack of leadership in the hotel staffs that contributes to disputes
and reduces the overall productivity and profitability (Hazen and et. al., 2014).
Solving the problem
The management will address the issues throughout the Imperial hotel using correct
management hypotheses. These theories can enable the hotel's new manager in making the
right choices for improving the working and productivity. The administration wants to make
certain important improvements to front office team schedules and tactics. As well as the
Manager needs to fully upgrade the IT program. Therefore the consumers are given quality
facilities and amenities which they actually pay for to hotel. If appropriate preparations are
created for the potential course of action then hotel would be able to generate more income
by attracting huge number of guests (Grint and et. al., 2016). When the hotel's facilities are
enhanced as well as the hotel's financial situation is secure manager can make certain
decision like introduction of robotic delivery, direct screening of customer detail through
swipe machine etc. Thus having any major improvements in the hotel's operations would also
improve the hotel's profitability and efficiency. When the staff's confidence is strengthened,
they'll feel a sense of connection with imperial hotel and give their 100% to fulfil the visitors’
request. It would fix the Employee attrition and absenteeism issue at Imperial Hotel. Hotel
managers should use the Tuckman principle to allow the staff more successful and profitable.
The theory is addressed below-
 Forming: This was the first phase wherein the managers shape the squad by assessing
the workers' strengths and expertise, as well as the role they will execute. At this
point, the manager wants to express the value of front offices in delivering productive

services to consumers to team leaders, thus allowing them to appreciate their role for
optimal results.
 Storming: It is the second phase wherein team members keep building mutual
confidence and offer their thoughts and views. Such thoughts and views trigger
tensions as every member think that there idea is much better than other one. The
Reception Department Manager has to inspire their leaders to have solutions to
address the workers problems in order to successfully conduct their jobs.
 Norming: At this stage the team leaders are beginning to function together in. They
will not accept personal attacks, only concentrate on team objectives. Reception
department boss wants to grant the staff greater flexibility such that they can function
individually and efficiently in delivering customers efficient facilities.
 Performing: The fourth level wherein the team acts as a unified group and carries out
their tasks assigned with project objectives in view. A good working structure
emerges throughout the teams and leaders, when effectively communicating,
addresses everyone's problems (Head, 2011).
Problem from management and operations perspective
The customer's experience would often turn poor because of disputes between
the workers that contribute to the stressful work climate. The manager is needs to recognize
this problem from a management and processes viewpoint. Staff disputes may also contribute
to issue of higher staff turnover and higher degree of staff absenteeism. This will have an
effect on the company' activities and efficiency, which can place pressure on hospitality
management to raise their workforce spending.
To fix issues like negative working climate, high workplace retention and high rates of
absenteeism between workers etc. managers needs to provide employees with bonuses and
benefits focused on actual performance that would help workers enhance their efficiency. The
managers should also provide the front desk workers with the effective training that
can improve their morale and encouragement. The managers will also include the cash
incentives for the particular workers and a certificate of monthly worker as well as employee
of the year within imperial hotel (Hughes, 2012). The workers are engaged in their job by
these procedures and strategies and their results, profitability and output can improve. Even,
if the workers are engaged in their jobs, the company will survive and gain high income in
the sector.

Management theories
There are several strategic approaches that can be utilized by Imperial Hotel manager to
address the staff ' problems. Here are some of such theories mentioned underneath:
Mayo's Human Relation Theory
This philosophy suggests that an organization's administration will concentrate on
establishing and sustaining effective connections with team members to insure that workers
obtain equitable care within office and will be part of any crucial decision-making. From this
fair treatment and participation throughout the decision-making phase enables workers
to continue increase overall quality, capacity to generate higher results, thereby growing the
hotel's profitability. Therefore it is important for employers to establish friendships with
workers and evaluate the desires and expectations of workers so that they may be equipped
with services that can improve their functioning values in an acceptable manner (Vaccaro and
et. al., 2012). With this, the manager can create a positive picture with the worker that is
effective in settling the disputes because workers will discuss their issues and concerns with
the manager about their jobs. Hotel staff can also be charged with taking judgments about the
hotel's operations. By use of motivation philosophy the duty could be effectively allocated to
the hotel staff representatives.
Theory X and Theory Y
Theory X notes that many of an organization's workers are sluggish with their jobs
and don't want to accept responsibilities, seem to have no motivation and want to get higher
position. Such workers should be motivated to do the job using the approach of authoritarian
leadership. Through this design the managers will provide these workers with the bonuses
and discipline dependent on their results. Such workers should work efficiently and take
advantage of the incentives and prevent any penalty while working at any division.
Theory Y notes that individuals have their own needs which vary in various
individuals. In a company, there are several workers that are pleased to do their jobs, choose
to express themselves, but are inspired to accomplish their professional and personal goals.
These individuals do not require bonuses and penalties for improved results. These
individuals prefer to take accountability for everything they say or do. Such individuals use
their imagination to address challenges and conduct their jobs. Including such hypotheses,
Imperial Hotel management will include and deliver the successful amenities to customers as

well as can resolve disputes between the reception team and other department. Moreover by
applying these theories, the manager will inspire their reception staff and
make decision weather they execute their job successfully or not. In case if any mis-
happening and dispute are determined between the team or even if the argue with
customer then they are subject to punishment or fine (Wilkinson, Wood and Demirbag,
2014).
Principles of Management
There have been some organizational concepts that can be utilized by the Imperial
Hotel management to solve the problems of the front desk office and other division. Such
principles are elaborated underneath:
 Division of Work: The Imperial Hotel administration has to decide that the job is
assigned to staff on the basis of their expertise, such that problems will not occur in
their jobs.
 Unity of Command: Imperial Hotel manager has to decide whether the management
structure is designed to prevent conflicts whether occur in the reception and
housekeeping department. If staff knows whom to contact they will express their
concerns immediately to an appropriate official and get suitable solution to their
concerns (Zulch, 2014).
 Authority and Responsibility: Manager can assign power and accountability to
certain people who can make positive judgments to better functioning of different
areas within Imperial hotel.
Including such management concepts, managers will fix the challenges in an efficient
manner that will lead to boosting of customer satisfaction, employee morale, organizational
performance and productivity. The Imperial Hotel is therefore able to compete in the sector
commercially and ethically by following these values to settle disputes.
CONCLUSION
In the end of report, it has been concluded that, In order to overcome the concerns of the
team leaders, the boss will offer instruction and reward programs to the reception members of
the team. Through these opportunities and preparation, their confidence and competence and
quality may be enhanced and is often beneficial in increasing the hotel's safety and
profitability. If the problems among the employees are minimized they will

offer better services to the clients and contributes to consumer loyalty. The manager should
use the Tuckman’s to create an efficient team that can help the company boost organizational
efficiency and performance. The management principles are often useful to the managers in
managing disputes and improving staff morale. The workers can be offered adequate
preparation and opportunities to inspire them to do better. As this preparation helps develop
the expertise and decreases the risk of workplace turnover. Every organisation's supervisor
should use the values and philosophies of management to direct its workers. So these ideas
can help to solve the controversies that can directly increase the entire profit margin and
customer base for Imperial Hotel.

REFERENCES
Books and journals
Davis, G. F. and Adam Cobb, J., 2010. Chapter 2 Resource dependence theory: Past and
future. In Stanford's organization theory renaissance, 1970–2000 (pp. 21-42). Emerald
Group Publishing Limited.
Dugan, J. P. and Komives, S. R., 2011. Leadership theories. The handbook for student
leadership development. pp.35-57.
Grint, K., and et. al., 2016. What is leadership. The Routledge companion to leadership. p.3.
Hazen, B. T., and et. al., 2014. Data quality for data science, predictive analytics, and big data
in supply chain management: An introduction to the problem and suggestions for
research and applications. International Journal of Production Economics. 154. pp.72-
80.
Head, T. C., 2011. Douglas McGregor's legacy: lessons learned, lessons lost. Journal of
Management History. 17(2). pp.202-216
Hughes, O. E., 2012. Public management and administration: An introduction. Macmillan
International Higher Education.
Vaccaro and et. al., 2012. Management innovation and leadership: The moderating role of
organizational size. Journal of management studies. 49(1). pp.28-51.
Wilkinson, A., Wood, G. and Demirbag, M., 2014. Guest editors’ introduction: People
management and emerging market multinationals. Human Resource Management.
53(6). pp.835-849.
Zulch, B., 2014. Leadership communication in project management. Procedia-Social and
Behavioral Sciences. 119. pp.172-181.