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Imperial Hotel (Example)

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Student’s Name Professor’s Name Course Date Imperial Hotel Introduction Imperial Hotel London is of the oldest hotels in London and over the years it has been performing better regarding service delivery. Despite the fact that the hotel has been leading in the industry over the recent past it has been struggling to meet the expectations of its customers regarding service delivery. The customers have been complaining and they are not satisfied with the quality of services that they receive lately. Hotel guests are unhappy with the general level of cleanliness in the hotel bedroom and this is a discouraging factor as the services don’t meet its standards. The employees are providing quality services as they used before and this means that they are discouraged in one way or the other and they lack the motivation they need for them to work as expected. Therefore it is essential to focus organization to ensure that the workers have the power and will to perform their duties. Promotions should also be employed whereby those who perform well get promoted and this is a motivating factor. Involving the workers in decision making will help them feel appreciated and part of the organization. Therefore it is essential for Imperial Hotel to ensure that its employees are motivated and they are in a position perform their duties most effectively. Works Cited BIBLIOGRAPHY Alex M Susskind Moore Ozias and Kecmar Michele. "Organizational Downsizing: How Communication Networks Connect with Employee Performance." Cornell University School of Hotel Administration (2018): 11-57. Pinder Craig C. Work Motivation in Organizational Behavior . New York: Psychology Press 2014. Richard Kearney. Public Sector Performance Management Motivation And Measurement. New York 2018. Shiuh-Nan Hwang. "Formulating Management Strategy for International Tourist Hotel Using DEA." International Series in Operations Research & Management Science (2016): 289-316. [...]

Order Description:

As an independent consultant, you have been asked by Peter Farnsworth to take responsibility for analysing the problem, commenting on Peter Farnsworth’s initial suggestions and putting forward a joint set of resolutions for the listed problems. You are therefore to put forward and prioritise proposals for the resolution of the problem. The expectation is that within 12 months there should be dramatic improvement and change in performance in all six areas. You have asked to write a 2,000 word report addressing your single problem topic to attempt to resolve that problem in the hotel. Problem 6: Back of house staff (Housekeeping, Kitchen, Maintenance) – poor operating and control procedures in place with stock being regularly pilfered and evidence of staff not meeting basic Standard Operating Procedures (SOPS) resulting in unusually high operating costs Staffing the Housekeeping Department at the Imperial hotel is always a challenge. There are up to 400-500 rooms to service a day, and this overseen by the Executive Housekeeper and 12 supervisory and administration staff. In the past year, it has proved very difficult to recruit room attendants, and those who are employed only tend to stay for no longer than 6 months. The staff turnover in the department is currently 60% a year. The hotel therefore resorted, two years ago to using a recruitment agency, ABC (International) to fill 30 of the 50 room attendants jobs in the departments. The 20 in-house staff are a hardcore of long-term employees who have worked for the company for many years. ABC (International) is a recruitment company run by Charles Santos who has considerable experience in the hotel industry in England and Spain. Each candidate is interviewed and assessed on their English before they are included on the database. All candidates produce three references which are checked by ABC prior to their departure from Spain. They must have considerable practical experience of working in a hotel housekeeping department before taking up a post. If the hotel cannot provide staff accommodation then ABC will organise it for them. The quality of the Spanish staffs’ work is good overall, and the cost of employing the staff through the agency is only marginally more expensive that employing home staff. The Spanish staff tend to stay with the hotel for up to a year. The Spanish staff prefer to work together in their shifts with other Spanish staff, and are supervised and provided on-the-job training as to the brand standards for the hotel by the in-house Assistant Head Housekeeper, herself a fluent Spanish speaker. There has been considerable discontent from the in-house room attendant claiming that the Spanish staff are un-cooperative when asked to work with non-Spanish staff. The Spanish staff are used to working in teams in their shifts, working together in pairs who are allocated 20 room a day to service. The standard of the in-house staffs’ working has been dropping. The hotel uses the 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. The results are subsequently plugged into the hotel computer and each member of staff is given a ranking out of 100. The Spanish staff (75%+ scores) consistently score higher than the in-house staff (60%-65%), which again has caused considerable resentment. The attendance of the in-house staff, all employed on full-time contracts, is getting progressively worse which has put pressure on the housekeeping budget. There have recently been a number of complaints from hotel guests, who have not been happy with the general level of cleanliness in the hotel bedroom and in particular the bathroom. There have also been a number of complaints about housekeeping room attendants being abrupt and sometimes rude. When these cases have been investigated, it is becoming clear that full-time staff have poor motivation levels. Initial suggestion by Peter Farnsworth to manage the problem: • Consider using other contacted staff through specialist agencies • Employ students on zero hour contracts only • Offer a range of incentive and bonus schemes to encourage staff to perform to a higher standard

Subject Area: Business

Document Type: Poetry Prose

This project has already been completed by one of the Studybay experts. The client rated this project:

Project's rating is 5/5

Price $55

Words 1650

Pages 6

Completed in 13 days

Expert ProfKimSung

Client Review

Good paper, just on time!

Positive
12.02.2018

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