Case Study – The Imperial Hotel, London

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The imperial hotel is a 4-star hotel which is based in London. The hotel is situated in central London along with its headquarters. Most of the clients that visit the hotel frequently are businessmen and tourists based in united kingdom and other parts of the world. The hotel comprises of 450 staff members out of which 300 are permanent and the rest 150 work part-time. The hotel has six departmental heads which includes housekeeping, food and beverage, front office and reception, human resource and train, and guest planning. The services that are outsourced are specialist cleaners, laundry services and management, and leisure facility.

The visitors of the 4-star hotel have high expectations from the hotel and its management but the hotel has been through the challenges. Living up to the guest’s expectations has become hard for the hotel as the visitors expect too much from the 4-star hotel. The hotel has been facing challenges with service delivery and management. The lowered quality of the service is enough to tarnish the reputation of the hotel.

To get over the challenges, the higher management came up with a solution. The solution was t change the general manager of the 4-star hotel. The position was replaced by peter Farnsworth because he had vast experience in the hospitality industry. As he took over, the expectations were high and soon he lived up on those expectations and proved himself. Within a short period of time, the turnover was above 80% which was itself a record.

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