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Management is consider as one of the important factor that is required in each and every level of organisation on the basis of which all the task and operations of business is carried out which leads to accomplishment of objectives in specified time period. In company if management does not work in adequate manner then in such circumstances coordination and cooperation among workforce is not possible because of which employees are unable to understand to whom they have to report which leads to conflicts and chaos in organisation. In order to tackle all the problems in proper manner they are required to fully aware regarding all the happenings and scan all the demand supply in respect of their good and services in external market on the basis of which production has been done with the motive of optimally utilise all the resources (Achillas and et. al. ,2013). Under this assignment Imperial Hotel is taken which is UK based hospitality sector having 4 star chain providing luxurious products to their clients.

From the past report it has been suggested that there are different issues that affecting their quality in respect of goods and services. Further, it spread negative publicity of Hotel therefore it is essential for hospitality sector to analyse all issues and take the mechanism in order to overcome from all types of shortcomings. Apart from it another problem face by general manager of this Hotel is related to front office staff who are not coordinated in performing the work properly. Another problem is related to inefficiency of IT department including the reservations and property management so there is need to focus on all such issues and put such mechanism in working environment that help in increasing the sales and improve standard quality of goods and services.


Major problems at workplace

One of the major reason behind this is related to decrease in sales and overall growth of business because of lack of coordination and cooperation among persons as well as activities. Therefore, it is important for management to ensure regarding the harmony and peace among workforce that facilitates better coordination cooperation and fulfilment of targets in efficient manner. But lack of communication and team support unable management to achieve their results in effective manner therefore if management facing any issues regarding the efficiency of employees then manager try to interact with them and understand their major problems so they give them the direction to overcome from all type of weaknesses. Further, training development programmes has been organised in which trainer guide the employees regarding the new technology which they used at the time of performing their work that allow them to standard quality in their services which further give utmost satisfaction to customers. For the proper control and supervision team work and support of manager is required that always their to give guidance and supervision to employees time to time at the time of facing complex situations (Allen and et. al. ,2011). In dynamic environment changes are coming in the form of innovative ideas and higher expectation of customer in respect of branded organisation therefore it is essential for Imperial hotel to appoint experienced and talented professionals who has knowledge about external market conditions and help in grabbing all the market opportunities which leads to higher profitability and sales in business. Apart from it Imperial Hotel is facing different types of issues problems that leads to downfall in their sales and profits. Following are the important issues which are facing related to front staff of office are described below:-

  • Staff member are not performing their duty due to continuous leave because of which client are not satisfied optimally.
  • Lack of coordination and professionalism between different persons who are sitting at reception site.
  • Effectiveness in IT system is not utilised properly because of which there are lot of problems at the time of booking tickets and advance reservations for customers.
  • Framework prepared for the shifting of employees are improper because of which outcomes is not proper and unsatisfactory (Johnsen and Eliasen ,2011).

All these problems cannot be taken for granted and it must be solved by top management on continuous basis. Therefore, after considering all the situation management of Imperial hotel come up with an idea to appoint new general manager for this hotel that help in resolving all the problems which are present currently in organisation. This decision of Hotel allow them to attract more customer towards their services and increase profits and sales of company. Further the manager which are newly appointed must have knowledge regarding all internal and external issues faced by customers at the time of receiving services from hotel. In imperial hotel manager must know regarding all types of mismanagement and lack of coordination among members and information are not available to clients at stated time period because of which it incurs losses to them and activities related to reception are neglected related to the information provided to Housekeeping about overall schedule of Hotel related to customer departure and leaving, apart from it they are also not aware regarding the cleanness of rooms and visitors has to wait because of not getting the rooms keys which dissatisfy them. Further team of banqueting and conferences   have compliant in regard to not getting update about information about all those individuals who are appointed for attending conferences because of which they are unable to make proper arrangements which client expect from that hotel. Therefore, it is essential for managers to understand all the issues and conflicts and prepare different strategies and policies which allow them to generate higher profits and productivity for business (Furlong , Wright  and Dosdall ,2013).

Management also require to find out that reception department is not able to communicate and coordinate with all other division of the company that lead of lack of data and information among different divisions and this will create lot of confusion and losses to organisation. Further, services are being delayed not available on time that cause negativity and lot of problems in overall operations of business. Lack of effectiveness and coordination increases the situation of disputes and conflicts among members therefore, it is essential for Imperial hotel to formulate different strategies and tactics that provide higher profits and sales to business and also helpful in improving overall customer review regarding the hospitality and infrastructure of business.

Other issues must be related to Housekeeping department who are giving adequate data related to the information required in respect of room availability, breakfast facility and also in relation to arrival departure of visitors. The main problem that coming from this is related to unhealthy environment, dirtiness and unhygienic atmosphere that all the guest facing.  This leads to feeling of dissatisfaction and discontinuousness coming in mind of customers that dilute the overall image and brand value of hotel and it also affects the sustainability of customers. Therefore, it is essential for manager to use such tools and techniques and implement it in their organisation structure which allow them to get positive results and outcomes in future.

Another problem which are coming are related to reception department of company because of which conferencing and banqueting division suffer and they are not getting data and information about all those attendants who are planning to attend conferences and because of lack of coordination between both department not give chances to conference division to prepare their own framework on the basis of which they discuss with clients all the relevant topics which they expect from such conferences. It does not create good impact in the mind of customers if they discuss all the problems in front of them and it give clear cut points to client to point out all weaknesses of organisation. Apart from it clients are easily notice all the inefficiency between different department and hotel is unable to utilise all the facility of IT department like PMS which is used to manage all the task or activities which has being performed in order ton attain all the goals and objectives of business. Further employees are not motivates because of lack of policy related to rewards and recognition at the time of performing any task but in order to gain success it is essential for company to establish such strategies that brings positivity and better outcomes in future.

It has been concluded that if the issues and problems of front office department are not solved within specified time period then it create great mess because whatever the information required  by housekeeping department are not available because of which they are not attending guest on time and whatever the visitor expect from five star hotel is not their in relation to infrastructure, staff service and room cleanness that leads to higher dissatisfaction and they are thinking to approach their rivalry for the better services (Gustafsson and et. al. ,2010).

Absenteeism and employee turnover has been increases from rapid fast speed and whole management is unable to tackle this situation because of lack of able and professional employees not allow hotel to get better ideas regarding the proper management of whole corporate culture in better way.

Peter Franswoth has discuss all types of issues and problems which are at their major stage in Hotel and must improved within the proper time peroid so that work must be completed within stated time limit. Further, the managerial team of whole organisation require to take the consent of their team members in order to solve all the problems in better and effective manner.


Organisation need to overcoming from all the problems since it will give an unfair picture on their brand equity. Apart from it their will heavy impact on the market share and profitability of business. Presently there are various type of recommendations which has been suggested by Peter Fransworth to the supervisor of Imperial hotel and these are explained as follow:-

Training into IT system:- It is very essential for every organisation to give appropriate training programmes to their workforce because it allow them to achieve all the objectives and goals in better and effective manner. Further, on the basis of given case study it has been analysed that manager require to organise the training programmes for their employees that enhance their growth and professionalism at the time of conducting business. Further organisation is now using Micros Fidelio reservation and property management system on the basis of which they are able to gather all the data and information of visiting customers in better effective manner.

Cross team building exercise:- It is important for every employee to have an better understanding and good coordination among workforce so there are able to finish their work on stated time period. Further, if they work in coordinated and in harmony then they easily achieved all the task  of hotel in better manner. Under this case it has been observed that staff members does not share good relation with each other because of which they are not sharing important information with each other. Apart from it they organise a programme known as TED talks in which people are gather and give their expert opinion on Imperial hotel and this will empower them to create their skills and abilities of employees through which better performance and lesser conflicts among them (Haddad and et. al. ,2010).

Review of team bonus scheme:-  Bonus is consider as one of the important element through which each and every employee has been motivated to use their skill and abilities in order to perform the work effectively. Further manager must formulate such policies in which those employees performing best will be rewarded by incentives and promotions.

Under Imperial hotel bonus become one of the major challenge because it is badly administrated by whole reception staff. Further these workforce are less devoted towards work because of not getting salary wages in proper manner so there is need for HR manager to establish such rules regulation that ensure the bonus and benefit of employees if they are performing well (Hoornweg and Bhada-Tata ,2012).


It has been concluded from whole assignment that management consider as most important component of business through which they earn huge profits and easily achieve all the targets and goals of company. Further if there is any chances for further growth then company try to use such measures and tools through which they increase their sales and profitability which also help in strengthen the brand image of Imperial Hotel.


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