Introduction to Management - Pearson BTEC Level 5 - HND Diploma Business

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 spreads negative publicity about hotels therefore it is essential for hospitality sector to analyse all issues and take the mechanism in order to overcome all types of shortcomings. Apart from this another problem faced by the 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 the inefficiency of the IT department including the reservations and property management so there is need to focus on all such issues and put such a mechanism in the working environment that helps increase sales and improve the standard quality of goods and services.

Task

Major problems at the workplace

One of the major reasons behind this is related to a decrease in sales and overall growth of business because of a lack of coordination and cooperation among persons as well as activities. Therefore, it is important for management to ensure harmony and peace among a workforce that facilitates better coordination cooperation, and fulfillment of targets in an efficient manner. But lack of communication and team support enables management to achieve their results in effective manner therefore if management faces any issues regarding the efficiency of employees then the manager tries to interact with them and understand their major problems so they give them the direction to overcome all types of weaknesses. Further, training development programs have been organized in which trainers guide the employees regarding the new technology which they use at the time of performing their work that allows them to standard quality in their services which further gives utmost satisfaction to customers. For proper control and supervision teamwork and support of the manager is required to always give guidance and supervision to employees from time to time at the time of facing complex situations (Allen and et. al.,2011). In a dynamic environment changes are coming in the form of innovative ideas and higher expectations of customers in respect of branded organization 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 this Imperial Hotel is facing different types of issues and problems that lead to a downfall in their sales and profits. The important issues which are facing related to the front staff of office are described below:-

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

All these problems cannot be taken for granted and they must be solved by top management on a continuous basis. Therefore, after considering all the situations management of Imperial Hotel came up with the idea to appoint a new general manager for this hotel that helps resolve all the problems that are present currently in the organization. This decision of the Hotel allows them to attract more customer towards their services and increase profits and sales of the company. Further, the managers who are newly appointed must have knowledge regarding all internal and external issues faced by customers at the time of receiving services from the hotel. In Imperial Hotel manager must know about all types of mismanagement and lack of coordination among members information is not available to clients at the stated time period which incurs losses to them and activities related to reception are neglected to the information provided to Housekeeping about the 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 has complied in regard to not getting updates about information about all those individuals who are appointed to attend conferences because of which they are unable to make proper arrangements that clients expect from that hotel. Therefore, it is essential for managers to understand all the issues and conflicts and prepare different strategies and policies that allow them to generate higher profits and productivity for business (Furlong, Wright, and Dosdall,2013).

Management also requires to find out that the reception department is not able to communicate and coordinate with all other divisions of the company which leads to a lack of data and information among different divisions and this will create a lot of confusion and losses to the organization. Further, services are being delayed and not available on time which causes negativity and a lot of problems in the 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 businesses and also help in improving overall customer reviews regarding the hospitality and infrastructure of business.

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

Another problem which is coming is related to the reception department of a 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 departments 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 a good impact in the minds of customers if they discuss all the problems in front of them and it gives clear-cut points to clients to point out all the weaknesses of an organization. Apart from this clients easily notice all the inefficiency between different departments and the hotel is unable to utilize all the facilities of the IT department like PMS which is used to manage all the tasks or activities which has been performed in order to attain all the goals and objectives of the business. Further employees are not motivated because of a 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 bring positivity and better outcomes in the future.

It has been concluded that if the issues and problems of the front office department are not solved within a specified time period then it creates a great mess because whatever information is required by the housekeeping department is not available because of which they are not attending guests on time and whatever the visitor expect from the five-star hotel is not there 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 have increased at a rapid speed and whole management is unable to tackle this situation because of lack of able and professional employees not allow a hotel to get better ideas regarding the proper management of whole corporate culture in a better way.

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

Suggestions:-

Organizations need to overcome all the problems since it will give an unfair picture of their brand equity. Apart from it there will heavy impact on the market share and profitability of the business. Presently there are various types of recommendations which have been suggested by Peter Farnsworth to the supervisor of Imperial Hotel and these are explained as follows:-

Training in the IT system:- It is very essential for every organisation to give appropriate training programs to their workforce because it allows them to achieve all the objectives and goals in a better and more effective manner. Further, on the basis of the given case study, it has been analyzed that manager is required to organize training programs 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 a better effective manner.

Cross-team building exercise:- It is important for every employee to have a better understanding and good coordination among the workforce so they are able to finish their work within the stated time period. Further, if they work in coordination and in harmony then they easily achieve all the tasks of the hotel in a better manner. In this case, it has been observed that staff members do not share good relations with each other because of which they are not sharing important information with each other. Apart from that they organize a program known as TED talks in which people gather and give their expert opinions 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 considered one of the important elements through which each and every employee has been motivated to use their skill and abilities in order to perform the work effectively. Further managers must formulate such policies in which those employees performing best will be rewarded by incentives and promotions.

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

Conclusion

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

References

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• Allen, C.R., and et. al. ,2011. Adaptive management for a turbulent future. Journal of Environmental Management, 92(5), pp.1339-1345.
• Furlong, M. J., Wright, D .J., and Dosdall, L .M., 2013. Diamondback moth ecology and management: problems, progress, and prospects. Annual review of entomology, 58, pp.517-541.
• Gustafsson, A., and et. al. ,2010. Dental behavior management problems: the role of child personal characteristics. International Journal of paediatric dentistry, 20(4), pp.242-253.
• Haddad, O.B., and et. al. ,2010. Finding the shortest path with honey-bee mating optimization algorithm in project management problems with constrained/unconstrained resources. Computational Optimization and Applications, 47(1), pp.97-128.
• Hoornweg, D. and Bhada-Tata, P., 2012. What a waste: a global review of solid waste management.
• Johnsen, J .P. and Eliasen, S., 2011. Solving complex fisheries management problems: What the EU can learn from the Nordic experiences of reduction of discards. Marine Policy, 35(2), pp.130-139.
• Kim, H. and Feamster, N., 2013. Improving network management with software-defined networking. IEEE Communications Magazine, 51(2), pp.114-119.
• McCauley, S., 2012. Introduction. In The Dilemma of Boundaries (pp. 117-121). Springer, Tokyo.
• Taylor, B.W., and et. al.,2015. Introduction to management science. Prentice Hall.

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