Report on Problem Solving and Decision Making at Imperial Hotel

This report provides a comprehensive analysis of the problem-solving and decision-making processes within Imperial Hotel, a four-star establishment operating in the UK. The study identifies the critical issue of high employee turnover, exploring its root causes such as lack of growth opportunities, overworking, insufficient feedback, limited involvement in decision-making, poor employee selection, and a negative company culture. Through a SWOT analysis and examination of external factors like political, economic, social, technological, legal, and environmental influences, the report highlights the adverse effects of these issues on customer service and overall business performance. It then proposes a range of alternative solutions, including investing in employees, rewarding and compensating them fairly, implementing a proper selection process, providing regular feedback, and fostering a positive company culture. The report aims to provide actionable recommendations to improve employee retention and enhance the hotel's operational efficiency and success. The assignment is contributed by a student to be published on the website Desklib. Desklib is a platform which provides all the necessary AI based study tools for students.

Problem Solving
Decision Making

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY .................................................................................................................................3
Overview of organisation ...........................................................................................................3
Identification of the complex problems which is faced by Imperial hotel which will help in
decision making procedure.........................................................................................................6
Range of alternative solutions to the problems...........................................................................7
Different decision making techniques and finding the most appropriate one.............................8
Plan for implementing the solution...........................................................................................10
Communicating the plan to stakeholders..................................................................................11
Monitoring & Review technique for successful implementation of solution...........................12
CONCLUSION..............................................................................................................................13
REFERENCES.............................................................................................................................15

INTRODUCTION
Problem solving can be defined as procedure of identifying solutions to complex issues
which can have adverse effect on the business performance of companies. It can also be
reoffered to as skills or potential of an individual to address as well as find appropriate solution
to particular issue. Decision making can be reoffered to as procedure of making choices from
the information gathered. Accumulation of relevant facts and deep analysis of the same is very
much essential in order to make good decisions. Decision making is very much crucial in order
to avoid complex problems. In addition to this, developing the understanding about the
techniques for solving the issue is very much important in order to overcome difficult situation
or to avoid harmful consequences. The problem solving procedure include identification of
issue, generation of alternative, evaluation and selection of best alternative and implementation
of particular solution.
The report will have focus on identification of the issue faced by Imperial hotel. It is
basically a four star hotel which also have its operations in UK. Study emphasizes on analysing
the problem faced by imperial hotel. The different solution which can be applied to deal with
specific issue will be highlighted in assignment(Berman and Feinblatt, 2015).
MAIN BODY
Overview of organisation
Imperial is most popular four star hotel which offers food as well as accommodation
services to customers. The target customer group of Imperial hotel are tourist as well as
international business persons. An organisation is well known for serving the quality of services
to their guests. Customers have high level of expectations related to service standards. Vision
of an enterprise is to achieve leadership position in an industry. Mission of an organisation is to
become the first choice for customers by offering them with high value propositions as well as
quality services. Objective of Imperial hotel is to earn high profit by providing luxury services
such as room services, meals to their guests . In addition to this, an enterprise intends to expand
their business at international level. During the last few years some problems has been faced by
Imperial hotel which has adverse effect on the reputation of firm(Gürel and Tat, 2017).
Internal as well as external analysis can be conducted by management in Imperial hotel
in order to identify the issue faced by company. Both internal as well as external assessment

assessment will assist management in determining the factors effecting the business. In
addition to this, internal as well as external analysis will help manager in addressing the area of
concern related to which an appropriate decision is to be taken. It will support management in
identifying those factors which are giving rise to such issues. Internal as well as external
analysis will support manager in determining number of solutions which can be applied in order
to avoid same types of problems in the future. Swot analysis is considered to be as one of the
best strategic technique which can be applied for analysing the internal situation of company.
Swot
 Strengths:
 The biggest strength of imperial hotel is
that it has good brand name and image
in the market.
 An organisation has team of highly
skilled as well as talented workers.
 Imperial hotel
 Business entity has an effective
marketing strategy (Kinicki and Fugate,
2017).
 Imperial hotel has implemented
advance technology for performing
business operations.

 Weaknesses:
 Imperial hotel is highly prone to
changes in legislations which
significantly effect business operations
of firm.
 Low morale of workers
 Opportunities:
 Enter into more new market.
 To provide more innovative as well as
value added services to guests.
 Threats:
 Increase in level of competition.
 Entry of more new firm in industry.
The external factors effecting the business performance as well as operations of the
Imperial hotel are :
Political factors: These variables includes Political condition in the nation. It also involves new
regulation implement by government related to hotel industry. In context of UK, Political

instability in the nation has created challenges for an enterprises in delivering proper services to
customers. In addition to this, there has been changes in employment regulation which has
significant influence on behaviour of workers in Imperial hotel , as company employs foreign
workers those who desire to work for short period. Due to political instability foreign
candidates employees in Imperial hotel feel threat to their life and leave job for their safety as
well as security purpose(Phadermrod, Crowder and Wills, 2019).
Economic factors: It is the external variable which includes inflation, changes in interest or tax
rate etc. All the economic factors has significant influence on firm profitability as well as ability
to pay high salaries or wages to workers. In context of Imperial hotel, economic recession in the
nation has lead to the decline in ability of an enterprise to pay good salaries packages to workers.
It is the factor which has lead to the high level of dissatisfaction among workers and given rise to
issue of high staff turnover rate.
Social factors: It is the fact that employees behaviour towards organisation is highly influenced
by their personal or social factors. In relation to Imperial hotel, due to continuous changes in
trends there has been increase in Unique demand by workers.
Technological factors: Due to emergence of new technology, employees working in Imperial
hotel is facing threat to losing their job which has lead to high level of dissatisfaction among
them and has adverse effect on workers as well as organisation performance.
Legal factors: These variables includes various law like employment laws, so if there is any
changes in the employment law and the company didn't met those changes this can bring
dissatisfaction in the employees of Imperial Hotel and this will drive their mind towards leaving
the hotel.
Environmental factors: As the environment is dynamic, so it can be hard for the employees to
adjust in the dynamic pattern of the organisation and they feel burden, or it is possible that other
organisation are giving such opportunities that their current firm is not providing. In both cases
the employees can leave the organisation(Srivastava and Nair, 2017).
One of biggest problem which is now being experienced by the Imperial hotel is related
to high employees turnover rate which has negative impact on the customer services and also
on overall business performance of organisation.

Identification of the complex problems which is faced by Imperial hotel which will help in
decision making procedure.
The problem identified by the Imperial Hotel in High employee turnover rate are as
follows:-
Lack of Growth and Progression:- The hotel doesn't provide growth and development
opportunities to their employees that is most important part for retaining the employees. The
employees needed to work according to the old methodologies, irrespective of listening to the
employees about their ideas and thoughts regarding the new method company force them to
work according to their way.
Being Overworked:- The increasing economic pressure, organisations pressurize the
employees to work for two people and this resulted in longer hours and weekend work. The
employees are forced to opt between personal and professional life at Imperial Hotel, and this is
the problem with younger workforce, they can't be forced to work. Employees of Imperial Hotel
are facing similar kind of issue that they are forced to work overtime with no extra benefits(Van
Aken and Berends, 2018).
Lack Of Feedback and Recognition:- Feedback is the first step towards progress. This
process ensures employee's success. Honest feedback can guide the employees and help them
manage their work pressure and this will demotivate them. The managers at Imperial Hotel
ignore providing feedbacks and recognition to their employees and due to this employee's are
dissatisfied with working at the Hotel.
No involvement in Decision Making:- Employees don't come to office just to work,
they want some powers to make decisions and that is important to succeed in today's world. As
employees have unique thoughts for every situations. At Imperial Hotel only top management
has the power to make decisions and their absolute no involvement of employees at middle and
lower level. The employees felt less powerful and they have low morale(Wang and et.al., 2017).
Poor Employee Choice:- It is necessary to have right person for the right job, unless
they will become burden for the company and nothing else. The company should choose the
right candidate that fit in for the vacant position with required capabilities and knowledge that is
required to perform the task. Imperial Hotel choosed wrong people just to fill the vacant position,
the requirement was of the individual who has completed their Bachelor's and Master's in hotel

management and they take the candidates who have completed the degrees in management and
accounting.
Company Culture:- Cultural fit is most important, because if the company's culture is
negative rather than being positive, then the employees will be unhappy and dissatisfied. It is
simple to understand that if the environment is suitable and happy employees give their best as
they feel energetic and enthusiastic about work. Imperial lack such maintaining company culture
that is friendly for the employees working(Zhang, 2016).
Range of alternative solutions to the problems.
Invest in the Employee's:- Let employees feel that they are the most valued part of the
team or company. The organisations should invest in the growth an development of their
employees, as this will increase their satisfaction loyalty towards company and they will not
think of leaving the company. The managers of Imperial Hotel should definitely take one step
forward towards the professional development of their employees this will encourage them not
to leave the company. This will inspire them to remain in the organisation and will help in
attracting new employees.
Rewards and Compensate Employees:- Rewards and recognition are the crucial part of
motivating and attracting employee's. Offering rewards to the worthy employee and celebrating
their success will be added to solve the problem of employee turnover. Imperial Hotel should be
focusing on giving credits to the employee's who actually deserve them, this will motivate them
and give them a sense of satisfaction that is needed to retain the employees in the Hotel. The
company should make sure that they pay fair wages to their employees and offer the extra
benefits if they are working overtime with all the facilities like pick and drop, food
facility(Zhang, 2016).
Right Selection Process:- The company should ensure that they choose the right
candidate for the position with required skills and abilities. Imperial Hotel should define the role
clearly that means establish the skills that are needed in the employee, then evaluating that
whether the candidate has those desired skills and capabilities and simply dismissing the
unqualified applicants. Making sure that the employee can fit in the company's culture, for this
make the interview process in such manner that the interviewer can get to know that whether the
candidate will fit in the culture or not. For example the interviewer can ask “ Tell one situation
when the candidate has worked well as a part of a team?”.

Provide Feedback and Consideration:- Providing appropriate feedback, it contributes
in the success of the company. Feedbacks help the employees to analyse their performance, make
improvements in the areas required and develop those skills. This process will bring change in
the employees and they will guided towards growth and development. This will reduce employee
turnover as they know what are their mistakes and how they can improve in those areas. The
employees will not leave the organisation if they are satisfied if the company.
Ensure Good Work-Life Balance:- Work Life Balance is important, as employees have
their personal life along with professional life to handle. The Imperial Hotel should maintain a
balance like, ensure the employees take their lunch break, if there is workload it must be
manageable so that the employee's are not forced to stay late. In this way they will be attached to
their jobs and won't quit, this will motivate them to continue their work in the
company(Srivastava and Nair, 2017).
Minimize Boredom:- Employees can be madly in love with their jobs, but at some point
they need change they get bored with the same old job, so their should be job rotation after some
point of time to reduce the boredom and maintain their interest in the job. This will reduce
employee turnover rate as they will be attracted by this process.
Different decision making techniques and finding the most appropriate one
There are various decisions which are taken in any company for the benefit of employees. For
taking decisions, techniques are made so that the decision making is easy for all. Some decision
making techniques are:
 Nominal Group Think: According to this technique, all the team members participate in
the decision making process of the company and they express their opinion on various
topics related to the company. This technique is beneficial because employees are
allowed to share their problems and ideas with the company so that company can take
various steps to solve them. This technique is designed to help the company in group
decision making and it ensures that all the members participate in the decision making of
the company. The company can use this technique to find the reason for high employee
turnover rate. The steps followed by nominal group think are:
 Take 10 employees who are working in the organisation. Tell them about activity in
which they are going to participate.

 Employee should be given the problem which is faced by the Imperial hotel. They should
be told about the high employee turnover rate and their ideas should be seen.
 Each employee should silently and without discussion write about the solution of tackling
the problem of high employee turnover rate.
 Employee now should tell the problem to other members one at a time. Each idea should
be heard properly.
 Now everyone should vote and they should select all the valid reasons for the problem.
Proper actions should be taken as all those problems should be removed from the
Imperial hotel.
2) DELPHI Technique: This is also a very famous decision making technique which is used
by many companies. It helps in saving resources and not relying on group decisions or
many decisions in respect to a problem. This approach is also very much similar to
Nominal Group think in various aspects but in this technique the decision makers actually
never meet to take any decisions. The most important reason for using this technique is
that it avoid biasses and problems which are related to groups and interacting with
different people. When people interact with each other on any issue, it is normally seen
that they indulge in conflict with each other and this technique avoid interaction of
people. Steps followed in this technique are:
 A group of people should be selected who are experts in a specific area.
 The opinions of these people should be taken via questionnaire which is mailed to
them.
 The opinions of experts should be noted down and they should be used.
 The summarised results of the survey should be sent again to the expert and they
should be requested to fill it.
 If the opinion of one expert sharply differs then he should be asked to be rationale.
 This process is repeated several times and the experts now comes in a type of
agreement (Adascalitei, Halasz and Lovec, 2018).
The best technique which can be used by Imperial hotel is the nominal group think. This
technique is very good in hotel industry and the reasons can also be found out easily. There can
be many reasons for high labour turnover rate depending upon the company. Some basic reason

can be workload, less remuneration, far from city and more. The company should take all the
necessary steps so as to reduce this rate.
Plan for implementing the solution
The best plan which can be used is:
1) Prepare the infrastructure: Infrastructure should be created properly so that no problem
arise. Reasons for the employee turnover rate should be found so that steps can be taken.
It is not necessary that the problem and solution arise from the same place. The problem
can arise from one place and the solution to that problem comes from other.
2) Coordinate with the organisation involved in implementation: Employee should
coordinate with the person who is giving the solution and all the reasons for employee
turnover rate should be solved properly. The reason for high employee turnover rate
should be asked from the company too. There should be proper support from the
company to remove the problem as the manager only cannot do all work without proper
support (Mardani and et.al., 2015).
3) Implement training: After considering the reasons, company should now introduce new
training ways and methods which will help in achieving both the goals i.e. organisational
goals and employee goals. Training is very important for a company as employees will
know how to do work in company through training only.
4) Implementing the new way: Imperial Hotel should now take all the corrective actions on
the problems which were found. Corrective actions will reduce the employee turnover
rate as the work will be done according to the employee. Reasons can be taken from the
employees but the solutions must be taken from experts who can give the best solution
for the answer. Implementation always creates problem as it takes time for employees to
adjust in new form. Different people face different problems and there are many reason
for turnover (Zedler, 2018).
5) Convert the data: Once the new method is made, all the old data need to be cleared. All
the old training methods needs to be changed so that new methods can be introduced.
6) Perform final verification of method: Last testing should be done of method so that it is
ensured that the method is running properly and there is no problem conducting any test
on it. The first check is done to see that everything appears right. The second check is to
see that the method is actually working for employees.

7) Implement new processes and procedures: some changes may need to be done in the last
moment so these changes need to be done now so that there is no problem in the end.
8) Monitor the changes: This is the last step in which the company has to just see or monitor
the changes which it implemented. This will help in successful running of business.
Monitoring changes can be done by various techniques. Monitoring will help the
company in reducing mistakes and faults which can lead to loss to the company.
Communicating the plan to stakeholders
Making a plan is easier than communicating it to stakeholders. Stakeholders are those people
who have interest in the company because of their investment or some personal interest in the
company. A table is shown to define the communication with the stakeholders:
Key Message Stakeholder Communication Channel Responsibility
1) Training &
Development
Employees The above made
plan is
communicated to
employees and its
benefit is shown
to the them.
On the job and off
the job training
can be given
Human Resource
manager is
responsible to
check the training
of employees.
2)Risk
Management
Creditors,
employees,
shareholders
Risk management
can affect many
people of the
company and
labour turnover
can affect many
people indirectly.
Books, Accounts
and more.
The employees
and board people
are responsible
for any loss to the
company as they
see the working
of the company.
3) Change
Management
Employees and
Suppliers
Change
Management can
affect the
company because
good changes will
increase the
Changes can be
seen in
organisation and
working.
Change
management can
be seen by the
head of the
company as
changes are

profits and wrong
changes will lead
to loss.
introduced by
them only.
1) It is very tough for a company to bring changes as it takes time and labour. High labour
turnover is very bad for a company as it incurs loss from it. The reputation of company
goes down when it faces high labour turnover ratio. Reasons for high labour turnover
should be found. The company should try to take proper measures against all the reasons.
Training should be given to employees so that they are taught the working of the
company (Lin and et.al., 2017).
2) The company also suffers from risk. There are many risk which are faced by the company
like loss to company, improper working by employees, changes in rules and regulations
and more. Risk can be minimised by the people who take big decision of the company.
These people are the main decision-making authority of the company. There are many
techniques which can be used to minimise the risk management. Risk management
affects many people in the company and if company incurs loss then it affects the
employees of the company very much because they are the people who are working.
3) Change management is very important in a company. The company needs to do various
changes if it wants to stay in the competitive world. Changes are not easy to face and it
takes time for employees to adapt according to changes. Generally employees are
resistance to changes. The employees does not care whether the new method is easy and
more productive, they are just very much comfortable in doing the work old way.
Monitoring & Review technique for successful implementation of solution
1) Performance review: Performance review are done by the companies to check whether
the method they have implemented is working properly or not. Changes done in an
organisation show positive response in starting and afterwards it starts to decline and if at
this moment proper review is not done then it can lead to a huge loss to the company. It is
compulsory for every company to do performance review from time to time so as to
remove threat from it. The main objective of doing performance review is to check the
cost incur and various parameters. Other parameters like Quality, team etc. can also be

reviewed. Performance review is beneficial for future as the company can take those
steps which will benefit it by not doing the same mistake again(Carstea and et.al., 2016).
2) Forecasting: Forecasting can help in the future prospects of the business. Forecasting
helps the business in knowing the future needs of the employees. There are times when
business finds opportunities but it is not able to forecast it. Forecasting is used by the the
managers to determine whether they will be able to complete the work on time or not.
Forecasting helps the company to take corrective actions in advance before the bad
condition actually exist. Forecasting is generally done by the head of the company and it
requires years of experience. For doing forecasting a person needs various old documents
which show the position of the company (Zhou and Wang, 2017).
3) Variance Analysis: In this analysis the company compares the actual performance with
the expected performance. The expectations of company are always higher as it wants to
achieve the maximum benefit from the work, but it is very difficult for a company to get
what is expects. The manager gets to know the current position of the company after
doing variance analysis. After knowing the current position of the company, it is the duty
of the manager to take corrective actions if any needs to be taken.
4) To complete performance index: There are many times when the amount which the
company thinks to spend on the task is more than it estimated. The situation of over-
budget is very bad for the company as it now needs to spend more on the task. In this
situation project performance can be used to complete the task in time and in budget. It
check the total needs of the company and finds the area in which less investment can be
done. Over- budget reduces the spending capacity of the company as it does not have
anything left which can be used in other companies or investment (Emovon, Norman and
Murphy, 2016).
CONCLUSION
From the above study it can be concluded that after analysing internal and external factors it is
evaluated that Imperial Hotel is suffering from High Employee Turnover Rate. PESTEL
Analysis is done to analyse this. Some reasons where found that were the cause behind employee
turnover like lack of growth and progression, work pressure, lack of recognition, no involvement
in decision making. Further various solution were given to reduce this problem such as investing

in employees, providing reward and recognition, ensure good work life balance. Technique used
by Imperial Hotel is Nominal Group Thinking. Further in the report a plan is implemented to
solve the problem.

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