Management Report: Addressing Negative Work Culture at Imperial Hotel

This report examines the negative work culture at the Imperial Hotel in London, a 4-star establishment facing issues such as poor guest satisfaction, high staff turnover, and inefficient use of IT systems, with a specific focus on the problem of negative work culture stemming from high sick leave and poor attendance. The report delves into the causes of this problem, analyzing both management and operational perspectives, including the impact of an authoritarian management style and the influence of part-time employees. It proposes a three-point plan to resolve the issues, including setting clear targets, applying effective management practices, and regularly reviewing progress. The plan focuses on improving attendance, employee contribution, and reducing supervisor turnover. The report also applies behavioral management and human relations theories to foster a positive work environment and improve employee engagement. The conclusion emphasizes the importance of management changes, employee motivation, and the application of management theories to improve the overall working structure, productivity, and profitability of the hotel.

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Table of Contents
INTRODUCTION...........................................................................................................................1
Main Body.......................................................................................................................................1
1. Causes of problem from both management and operational perspective along with the
relation they with with others.................................................................................................1
2. Providence of 3 point plan to resolve the problem and improving the overall quality of
service.....................................................................................................................................3
3. Application of management theories and practices to bring overall development............4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Management is important aspect which is needed to do perfectly for attainment of
success and accomplishment of the objectives. This will includes the adherence of practices like
proper training of employees, efficient use of IT systems, take care of staffing level etc. All these
aspects are necessary to perform for effective performance of all the activities within the
organisation in achievement of organisational objectives and attainment of the desired level of
productivity and profitability (Abe,2010). The imperial hotel, London is well known
international branded chain of hotels in the 4 star market. This hotel is situated at London's west
end and help to satisfy the tourists guests who have high expectation in terms of service
standards. There are many problems persist in the hotel which impacts the management
negatively. The main focus upon is provided upon problem number 3 about presence of negative
work culture. The main aim of this report is about improving and bring dramatic changes in
performance within next 12 months by addressing such problems.
This report covers about causes of problem from both management and operational
perspective along with the relation they with with others, providence of 3 point plan to resolve
the problem and improving the overall quality of service and application of management theories
and practices to bring overall development.
Main Body
1. Causes of problem from both management and operational perspective along with the relation
they with with others
The Imperial Hotel is known as international branded chain of hotels. There are large
number of hotels operating under this name in different countries. Under this name total 25 hotel
are operating in UK and provide 4 star services. The one which is located in London faced many
problems due to which their management and operational activities get diminished. This hotel
majorly faced 5 problems which are known as poor guest satisfaction, high staff turnover,
presence of negative work culture, poor team working and inefficient use of ICT systems and
poor operating and control procedures in respect of stock and staff is not able to meet out SOPS
which results into high operating cost (Albert and Beatty, 2014).
The main problem upon which focused under this report is number 3 which is about
presence of negative work culture due to taking high sick leaves and poor attendance of
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employees. It is ascertained in the control of previous general manager the work culture is totally
disturbed. This is one of the busiest hotel which operates 24 hours and 365 days. So, there is
need to motivate the employees and provide rewards for their good working because sometimes
required to work for long hours. Non consideration of such aspects results into demotivation and
resulted into the creation of negative working culture. This becomes the reason that staff is going
on leave at short notice period due to having the reason of sick in nature. The major part time
employees within this hotel are female in nature and having their large number of family
commitments this will turns out in one of the reason of the poor attendance of staff members.
Also, these family members have their other part-time jobs which results into coming up to their
work shifts late. This will becomes the reason that all the shifts start very late from their usual
time. Also, at many occasions they said to their collogues without having permission with
supervisors that cover their position for short period of time (Alvesson and Willmott, 2012). This
shows that the supervision of supervisory staff is minimal in nature due to having their high
turnover rate.
One another reason behind the presence of negative working culture is about adoption of
authoritarian style of management. This will includes about doing things on the basis of their
own judgement without the involvement of the employees and taking their views and feedbacks.
This will results into the creation of demotivating culture which not allows to bring any kind of
new changes at work place. It is seemed that this will become the main reason behind the
presence of negative working culture as not allowed the employees to provide their own view.
This will have direct negative impact over their engagement which creates distrust and seems
that employees are not loyal towards the hotel functioning.
This problem also have interrelation with with other problems persist within the hotel
includes poor guest satisfaction because employees not available to their place and not even
come to their job. So, the different demands of guests can not be satisfied which results into their
dissatisfaction.
Presence of negative working environment also have interrelation with the problem of
high rate of working turnover because supervisor is not properly perform their function and the
views of employees are not considered (Hislop,2013). This becomes the reason that they felt
demotivated and leaves the hotel.
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High amount of sick leave and poor attendance becomes the reason behind the inefficient
use of IT systems because part time employees are not able to operate their systems properly due
to lack of knowledge which results into poor team working. Lack of supervisory staff becomes
the reason of poor operating and controlling procedures which further restricts in fulfilment of
basic standards which results into improvement of high operating cost (Anderson and et. al.,
2015).
2. Providence of 3 point plan to resolve the problem and improving the overall quality of service
To bring improvement in quality of service, staff morale, productivity and operational
efficiency needed to implement plan. As, this plan works standards which provides an
opportunity to the management and employees working in accordance with the targets to get
desirable targets (Boswell and O'Kane, 2011). The improvement plan in respect to properly
resolve the issue of negative working culture includes three different points i.e. setting of targets,
application of practices and review.
Setting of targets: This is the first and foremost step which is about framing of targets.
This will further help the employees in determination of their approaches and practices in respect
of the achievement of those targets perfectly. These targets are set out by the higher authorities in
respect of removal of negative working culture present in Imperial Hotel, London. The different
targets which are set by the authorities includes:
 To improve working culture and reduce poor attendance within next 6 months of time
period to bring dramatic changes within the profitability
 To adopt participative style for further increment of employees contribution within next 2
months time period for further improvement of productivity
 To improve the role of supervisors by reducing their turnover rate in next 4 months to
bring improvement in internal management
Application of practices: This is the important stage which includes the application of
the different practices and approaches which provides an opportunity to improve the working
culture and accomplishment of the targets mentioned above. As per the above targets the main
aim is about brining improvement in attendance, use of participative style for employee
contribution and reduction of supervisors turnover rate.
The practices and approaches which are required to adopt to improve attendance and
reducing turnover includes starting of employee of the month where additional £ 200 is given to
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the employee for their extra good performance. This motivates the staff members to come to
their job regularly as they have chance to earn extra in terms of money. Also, this will creates an
opportunity for them to get higher promotion and hold good positions at workplace. Providence
of standards and emphasis over their fulfilment also help to reduce in turnover rates of
supervisors as right now they don't have feeling of growth. This will help them to bring changes
in their behaviour and provide their best to made changes in working culture. This will help them
in future to brought out big opportunities towards the development of their career (Damron,
2013).
Another aspect which is needed to adopted in respect of higher employee contribution is
adoption of participative approach where all the employees are allowed to provide their
feedbacks and views over the working. This will creates sense of responsibility among then they
feel important of the organisation.
Review: This is the last step which includes about review of the results of all the
approaches and practices attained after its application. This will help to identify the deviation in
the targets which are not met so, further steps can be taken to improve their working and
accomplish the set targets. This step help in overall success of the plan (Haddow, Bullock, and
Coppola, 2013).
3. Application of management theories and practices to bring overall development
In Imperial Hotel, negative work culture amongst the staff with high levels of sick leave
and poor attendance is main issue. As this issue negatively impact on business performance and
profitability. In order to overcome such issue, there are some management theories and practices
which must be used by Imperial Hotel (Hislop, 2013). Behavioral Management Theory and
Human Relations Theory. All these are consider best type of management theory which will be
essential for Hotel to overcome issue of negative work culture.
Behavioral Management Theory: Progressively complex organisations and industries
gave rise to more employees interest in the workplace. This other must be used by Imperial Hotel
which will help them to influence employees about the work within an organisation. With the use
of this theory, an organisation is able to maintain negative work culture by providing friendly
and safe working environment to the employees (Kern, 2014). As this theory will also support an
enterprise by retaining employees for long time. Under this theory, a business manager might
motivate and encourage teamwork via fostering a collaborative atmospheres. Along with this,
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effective working environment will assist employees in different ways such as improving their
health and safety, increasing productivity and performance, etc. These are major benefits of such
theory and support an organisation by increasing its sales and profit within given time period.
Human Relations Theory: This type of theory researched belief that employee desire or
want to be part of a supportive group that facilitates growth and development. This theory
considers the enterprise as a social entity (Kim, Jvm Co., 2012). Human relations theory
acknowledges that capital along is not accurate to satisfy workers. For this, moral is well
thought out to be integral to worker performance. This theory must also apply by Imperial Hotel
which will assist them to maintain strong and long term relationships with employees. As it will
also support Hotel to accomplish long term goals and objectives within given time duration.
Therefore, both types of theories are useful for an organisation to reduce impact on
negative work culture and encourage employees towards particular activity or work. As it assist
employees to complete all work within given time duration and gain better advantages for future
growth and development (Runge, 2011).
CONCLUSION
It has been concluded from the above report that improper management results in
creation of many issues like high labour turnover and negative working culture. The presence of
such conditions have direct impact over guest satisfaction which adversely impacts the
productivity and profitability of hotel. It must to bring changes in the management to bring
further improvement at ground level. To improve team working and internal strength needed to
motivate employees by providing proper rewards. Also, application of management theories and
practices help to improve overall working structure.
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REFERENCES
Books and Journals
Abe, M., 2010. Introduction: Japanese management in the 21st century. In Innovation and
change in Japanese management (pp. 1-11). Palgrave Macmillan UK.
Albert, M and Beatty, B.J., 2014. Flipping the classroom applications to curriculum redesign for
an introduction to management course: Impact on grades. Journal of Education for
Business.89(8). pp.419-424.
Alvesson, M and Willmott, H., 2012. Making sense of management: A critical introduction.
Sage.
Anderson, D.R and et. al., 2015. An introduction to management science: quantitative
approaches to decision making. Cengage learning.
Boswell, R and O'Kane, D., 2011. Introduction: Heritage management and tourism in
Africa. Journal of Contemporary African Studies.29(4). pp.361-369.
Damron, W.S., 2013. Introduction to animal science. Pearson Higher Ed.
Haddow, G., Bullock, J and Coppola, D.P., 2013. Introduction to emergency management.
Butterworth-Heinemann.
Hislop, D., 2013. Knowledge management in organizations: A critical introduction. Oxford
University Press.
Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
Kim, J.H., Jvm Co., Ltd., 2012. Automated medicine storage and medicine
introduction/discharge management system. U.S. Patent 8,281,553.
Runge, M.C., 2011. An introduction to adaptive management for threatened and endangered
species. Journal of Fish and Wildlife Management.2(2). pp.220-233.
Online
Why Customer Satisfaction Is Important. 2017 [Online] Available
through<https://survicate.com/customer-satisfaction/importance-customer-satisfaction/
>./
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