BUS020N532A Introduction To Management Level 4 Mont Rose College

Task 1

Problem number 6: The chosen problem for this case study is staff members of kitchen, housekeeping and maintenance. Away from this, there is a poor operating system and procedure; it is assessed that employees are not able to meet with quality standards which results higher operating costs.

Back of house staff (House Keeping, Kitchen, Maintenance) – poor operating & control process

In Hotel Imperial, the problem is identified by general manager of the company. Although, the firm is going good but there is increasing operation cost cause of high employee turnover rates. Here, the actual problem is low morale of staff members as they are not able to perform in well being manner. Thus, while completing with Spanish staff members it get evaluated that out house employees are less productive rather than in house employees (Anderson and et. al., 2018).

Along with this, Imperial Hotel has acquired Texlon system, which is a hand-held tracker system whereby a supervisor will undertake a sample check of the room standards and rank and score the standards of a serviced room. Afterwards, it is evaluated that in house staff members got 60-65% score out of 100 whereas Spanish staff members get 75+. Hence, it can be said that outsider working people are more effective rather than inside workers. In addition, attendance of the in-house staff, all employed on full-time contracts, is getting progressively worse which has put pressure on the housekeeping budget. Also the organisation is giving more perquisite to old employees (Hazen and et. al., 2014). These new attendants are hired through a recruitment agency which named ABC international consultancy that renders its services in Spain and England. In Hotel Imperial, management do not put any control upon working activities; there is ineffective implementation of human resources policies, i.e. labour laws, health and safety laws etc. The HR manager of the company ain't gives proper attention on staff members.

Consultant which is hired by general manager of Imperial Hotel determined that employees are facing is issue of low morale since many years as there is not organised any performance appraisal activity. It results, people starts to leave or left organisation, hence employment cost get higher (Kotler, 2011). Although, the section addressed issues associated with back of house staff who belongs from room attendants, house keeping and kitchen staff.

Due to this, employee turnover ratio is maximised at 60%; it results hike in operating costs.  Further, issues or problems that were assessed by ABC recruitment consultant are there is a non-cooperative behaviour of Spanish people with in house people. This kind of situation occurs due to cultural diversity, both works in same shifts, so that there is no cooperation between in  house and out house employees. Therefore, employees are not working together with maximum efficiency as they are facing conflicts with each other and hotel is having high competition environment at workplace.

However, it reduces service quality of the company, management is continuously getting  number of complaints with guests or clients as they are not happy with behaviour of staff members as they are not treat them well and same time get rude or abrupt. There is no cleanliness in bedroom especially in the bathrooms. While investigation has been made on these issues it is cleared that employees have lack of motivation level (Malhotra and Malhotra, 2012).