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Introduction: Imperial London Hotel: In-Depth Business Analysis
In this case study, the investigation is done considering the company “Imperial London Hotel”, a renowned hotel chain in the hospitality sector. It will look at several aspects of the business, including its operations, and the current environment in which it works. A long history of providing outstanding accommodation and services related to hospitality to its tourists can be found at Imperial London Resort (Pirie, 2017). Its dedication to excellence, customer pride, and innovation established a position inside the hospitality sector. This case study examines the internal and external factors that impact Imperial London Hotel's business operations (Lahiri, 2017). Along with examining emerging problems like crises (such as pandemics) and other important issues like Brexit, this study will also examine the organizational structure, competencies, and lifestyle. The report highlights the SWOT (strengths, Weaknesses, Opportunities, threats) and PESTLE (Political, Economic, Social, Technical, Legal, and Environmental) categories as environmental assessment tools to analyze the elements thoroughly. To better understand the employer's capacity to adapt to and succeed in the dynamic business environment, the strategic decisions, management practices, and approaches to a range of challenges made by Imperial London Hotel will be examined.
The organizational structure of the Imperial London Hotel, its valuable areas, and the cultural components that contribute to its success are all described in the following sections of the case study. The research will follow with extensive environmental analysis, examining the company's internal strengths and weaknesses and the external opportunities and difficulties it encounters. This analysis will provide valuable insight into the challenging circumstances and opportunities Imperial London Hotel faces in its attempt for long-term growth and competitive advantage.
Figure 1: Imperial Hotel London
Business Organisational purposes
The Imperial London Hotel operates with clear organizational goals supported by its initiatives and bold predictions. Those guiding principles direct the company's quest for satisfaction and give its operations a sense of direction. In order to find out the main causes behind the Imperial London Hotel and learn about some important objectives this case study is made.
The Imperial London Hotel's mission is to provide exceptional hospitality while ensuring that each visitor has the utmost comfort, convenience, and enjoyment (Oleribe et al., 2019). The employer strives to surpass client expectations while maintaining a dedication to excellence, professionalism, and close attention to detail by providing outstanding amenities and creating a long-lasting impression.
Vision
The Imperial London Resort aims to be the top choice for travelers looking for luxury, a place to stay known for its outstanding hospitality, superior amenities, and personalized service.
Essential components of motivation:
Customer satisfaction: Imperial London Hotel prioritizes ensuring its guests' joy and contentment (Sarwar et al. 202). Every aspect of the agency's business is focused on producing outstanding studies and developing long-lasting connections with customers.
Excellence in a career: Transportation is something that the employer continually works for (Baxter,2017). These involve providing comfortable and well-appointed accommodations, maintaining high standards for hygiene and sanitation, providing various food options, and providing effective and personalized guest offerings.
Continuous improvement: The Imperial London resort is committed to constantly improving its services and strategies. The organization invests in worker training and development programs, employs cutting-edge procedures and technologies, and actively requests feedback from visitors to improve their experience.
Fundamental goals:
Enhance customer loyalty: Imperial London Motel strives to cultivate a devoted clientele by providing excellent service, personalized research, and going above and above for visitors (Limleamthong, 2019). This objective is assessed via customer satisfaction surveys, repeat business, and excellent internet reviews.
Organizational Structure
The Imperial London Hotel uses a tall structure, a type of hierarchical organizational structure. This type of structure has multiple layers of management, a separate chain of command, and a fantastic division of tasks and responsibilities. The following illustrates the Imperial London Hotel's Tall shape:
Benefits of a tall shape
Clean Reporting hinders: The tall shape's clearly states the reporting lines, each employee knows to whom they submit documents and where to find directions. This transparency encourages efficient communication and permits environmentally friendly decision-making processes.
Efficiency and specialization: The tall shape's division of labor and specialization enables personnel to focus on certain tasks and responsibilities, enhancing their knowledge and effectiveness in carrying out their assigned positions (Garvey, 2016). The best employment prospects and increased productivity can result from this specialization.
Opportunities for career growth: The tall shape has multiple management layers and provides staff with a clear path for job advancement. Employees demonstrating their talents and skills may advance through several organizational levels, taking on additional responsibilities and managerial positions.
Disadvantages of a tall structure:
Conversation limitations: The Tall structure might cause conversation obstacles and delays when information wants to bypass several levels of supervision. This can limit information movement, decision-making processes, and the capacity to react quickly to changes or challenging situations.
Hierarchical paperwork: The high structure occasionally leads to excess paperwork and an inflexible strategy for decision-making (Wu, 2019). Particularly in dynamic and fast-paced industries, the many control layers may result in slower response times and less flexibility.
Restricted employee empowerment: In a tall shape, decision-making power is concentrated at the top levels of management, which limits the self-reliance and empowerment of lower-level employees (Sarwar, Ishaq, Amin, and Ahmed, 2020). This might prevent innovation, creativity, and staff engagement.
Despite its shortcomings, the tall structure of the Imperial London Hotel is advantageous for a business like theirs in the hospitality industry. It permits the green management of a sizable workforce, ensures accountability, and provides a foundation for consistent service standards across unique divisions and hotel locations. To overcome some of the disadvantages of a tall structure, the organization must create effective communication channels, support employee empowerment, and cultivate an innovative and adaptable culture.
Figure 2: Organisational Structure
Organizational functions
The several divisions or areas within an organization that carry out certain tasks and duties to achieve the corporate goals are approached by organizational functions. Three main characteristics in the instance of the Imperial London Hotel can be identified:
Characteristics of operations: The everyday operations of the hotel chain are included in the operations characteristic of Imperial London. This includes managing hotel reservations, household chores, improvements, food and beverage services and standard tourist activities (Möller, 2018). To meet tourist expectations and provide a great stay, the operations department ensures that the Hotel's amenities and services are in good working order.
The advertising and sales department: Within Imperial London Resort is in charge of promoting the hotel chain's offerings, attracting prospective customers, and maximizing sales time. This requires developing marketing plans, doing market research, running advertising and promotion efforts, and implementing effective sales strategies. The marketing and revenue role is crucial to use client demand, increasing rental rates, and cultivate brand commitment.
Featured in human sources: The Imperial London Hotel's human resources department focuses on supporting the organization's workforce and creating a pleasant and productive work environment (Hodder, Heffernan, and Legg, 2021). This job includes hiring and choosing, training and developing workers, performance management, benefit and payback administration, and worker families.
For example, Operations and marketing/sales aspects are interrelated in that one another ensures that the Hotel's facilities and services are of an exceptionally high standard and satisfy guests' expectations. This is consistent with the marketing and income characteristic's initiatives to attract customers through successful Merchandising, advertising, and marketing.
The ability of the operations feature to provide exceptional visitor experiences enhances the effectiveness of advertising and sales efforts and promotes high-quality referral marketing; some of them are as follows:
Marketing, revenue and human resources have a relationship: The recruitment and selection processes used by the human resources function are influenced by the advertising and sales characteristic's understanding of client preferences and needs. Human Resources seeks out and develops employees with the necessary skills and qualities to provide the preferred guest experiences (Al Hayek, 2018). The advertising and income characteristic also works with human resources to teach staff about customer service, ensuring consistency between advertising commitments and service satisfaction.
Functional interactions between operations and human resources: The human resources department plays a critical role in ensuring that the hotel has a competent and motivated workforce that can provide first-rate services.
Effective hiring, training, and performance control procedures influence the operations function's capacity to provide environmentally friendly and customer-focused offerings. A beautiful painting culture, maintaining employee satisfaction, and addressing employee needs are ways human resources support operations and ultimately improve the guest experience. Hence, Imperial London Inn may achieve operational excellence, maximize income, and establish a strong brand reputation within the hospitality industry by understanding and optimizing every aspect of these three fundamental activities.
Organizational culture
The term "organizational lifestyle" describes the common values, assumptions, customs, and behaviors that shape how individuals behave and view the world inside an organization. It has a significant role in directing employee behavior, hiring decisions, and typical organizational performance. The following crucial characteristics highlight the organizational foundation of the Imperial London Hotel:
Customer-centered approach: The Imperial London Hotel promotes a customer-centric culture by prioritizing excellent customer service and ensuring tourist satisfaction. Staff members are encouraged to go further than usual to satisfy guest demands, offer individualized experiences, and create hospitable and calm environments (Holbeche,2019). This customer-centric approach has been incorporated into the company's principles and considered in all staff members' interactions and behaviors. The Imperial London Hotel promotes cooperation and teamwork because it recognizes that group actions have greater effects. All departments and levels of the hierarchy are encouraged to collaborate, which promotes insightful discussion, information exchange, and problem-solving (Moore, 2016). Employees can work together seamlessly, attributable to this culture of collaboration, utilizing their various skills and knowledge to produce excellent results.
Teamwork and collaboration: The Imperial London Hotel is committed to a culture of constant innovation and progress. Employees are encouraged to identify potential growth areas, offer contemporary ideas, and contribute to the expansion and success of the firm. The company appreciates originality, promotes experimentation, and recognizes the value of modifying to evolving customer tastes and market trends.
Professionalism and attention to detail have always been characteristics the Imperial London Resort maintains. In their interactions with guests, co-workers, and stakeholders, employees are expected to uphold strict standards of professionalism. Every aspect of the employer's operations, from hygiene and cleanliness to transportation shipping and visitor investigation, emphasizes attention to detail. The Imperial London Hotel places a high priority on the growth and well-being of its employees. The company invests in training and development initiatives to advance the skills and knowledge of its workforce (Holbeche, 2019). Additionally, it encourages a healthy work-life balance, provides possibilities for career advancement, and cultivates a positive work environment that prioritizes employee engagement and well-being.
Hence, the Imperial London resort's organizational culture plays a significant role in influencing employee behavior, selling a great working environment, and providing excellent tourist experiences. It affects how employees engage with one another and visitors, integrates their actions with the organization's values and goals and supports regular organizational fulfilment (Moore, 2016). The lifestyle reinforces the organization's dedication to customer satisfaction, teamwork, continuous improvement, professionalism, and employee well-being.
SWOT Analysis
The extra variables that were discovered in the SWOT analysis of the Imperial London Hotel reveal comparable information about the company:
Figure 3: SWOT Analysis
Strengths
Provider excellence: The Imperial London Inn's dedication to delivering outstanding hospitality and its strong brand reputation contribute to customer loyalty and great referral marketing. This ability strengthens its competitive position in the market.
Customer pride: The hotel's reputation for providing outstanding studies and meeting customer expectations adds to high levels of client happiness, resulting in repeat business and amazing ratings.
Huge Centres: The Imperial London Hotel offers a variety of centers, including restaurants, bars, conference rooms, and sporting facilities, introducing tourists to accessibility and cost.
Weaknesses
Seasonal variations: The Imperial London Hotel, like several other hotels, can deal with seasonal variations in occupancy and earnings, with peak seasons experiencing high demand and relaxed seasons demanding smart pricing and advertising strategies to be profitable.
Opportunities
Market expansion: The Imperial London Hotel may look at ways to increase its market share by focusing on emerging customer segments, such as families, business travellers, or visitors from other countries, through specialized advertising strategies and services.
Sustainable practices: Enforcing sustainable practices, such as garbage reduction, electricity conservation, and green tasks, might draw travelers concerned about the environment and align with growing customer expectations concerning environmentally friendly hotels.
Threats
Extreme competition: The hospitality industry is fairly competitive, with many rivals offering comparable services and amenities (Köseoglu et al., 2019). To maintain its market share, the Imperial London Hotel must continuously diversify and keep ahead of the latest market developments.
Online reputation management: With the growth of social networking and web-based assessment platforms, the hotel risks receiving unfavourable comments that could negatively damage its reputation and influence tourist perception.
Overall, some of its benefits include strong branding, a wide range of services, and an ideal destination for visitors (Hashim et al. 2016). But there are issues with tourism dependence and high labor costs. Possibilities include adopting a new timeline and travelling experientially (Rawaf, Yamamoto, and Rawaf, 2020). Threats include the impact of COVID-19, financial variables, and political instability. Hence, adapting and effective risk management is essential for the foreseeable Hospitality business in the context of the Imperial London Hotel.
PESTLE Analysis
Pestle analyses for the Imperial London Hotel are as follows:
Political
Political harmony and stability: It helps to create a favorable business climate for the hospitality industry. A stable set of governmental laws and regulations supports long-term planning and investment.
Government regulations: The resort's operations depend on compliance with employment, taxation, and protection laws.
Political instability or international conflicts: It may impact visitors' perceptions, reduce the number of travelers, and affect both the profitability and operations of the inn.
Economic
Economic expansion: The hotel industry benefits from basic economic expansion since it increases consumer expenditure and time spent in transit.
Inflation: Increasing inflation may lead to higher operational costs and influence consumer power use, impacting hotel reservations.
Transaction costs: Currency depreciation or appreciation can impact sales and visitor numbers globally, causing transaction cost changes.
Socio-cultural
Travel characteristics: It's critical to know about converting customer preferences and sociocultural advancements to satisfy various demands and provide useful experiences.
Demographic factors: The resort might target particular client niches and modify its services by considering shifts in demographics and possibilities.
Sustainable practices: The resort must use green practices to meet client expectations and assign an increased emphasis on longevity and environmental accountability.
Technological
Digital Transformation: Adopting innovation may enhance tourist analysis, simplify processes, and improve operational effectiveness.
Online booking platforms: Using internet-based platforms for bookings and marketing, resorts can reach a wider audience and accommodate more guests.
Data security: Ensuring that strong data security procedures secure user data and remain effective in digital communication.
Legal
Employment laws: Maintaining a just and lawful work environment involves complying with labor laws and regulations regarding hiring, pay, and working standards.
Health and safety regulations: These must be followed to ensure the well-being of guests and staff members.
Intellectual property rights: Protecting the resort's, branding, and other intellectual properties is crucial for maintaining its reputation and ability to succeed in the marketplace (Goodridge, Haskel, and Wallis, 2016).
Environmental
Environmental regulations: Complying with environmental laws and sustainable business practices is crucial for reducing the inn's negative environmental impact and fulfilling the needs of its guests.
Assessing and reducing the risks of weather: Change and natural disasters is essential for safeguarding the hotel's guests and activities. In recent years, environmental concerns have received much attention (Hodgson et al. 2016). The Imperial London Inn should follow environmental regulations and adopt sustainable practices to reduce its ecological impact. Climate change and natural disasters present risks that require precautionary measures to protect the inn's lodgings and business operations.
Hence, Imperial London Hotel may better understand the External forces that affect its business by doing a PESTLE analysis that considers the political, Economic, Sociocultural, Technical, Legal, and Environmental sustainability concerns (Odey, 2021). This analysis aids in discovering growth opportunities, the assumption of capability challenges, and the expansion of strategies for successfully navigating the external business environment.
Figure 4: Introduction to PESTLE Analysis
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Conclusion
The case study on the Imperial London Hotel has offered insightful knowledge of corporate firms' understanding of the hospitality sector. Several important conclusions have been drawn from studying the organizational structure, functions, culture, SWOT, and PESTLE characteristics. The strengths of the Imperial London Inn include a solid brand reputation, a variety of hotel choices in ideal locations, and highly trained staff. These advantages contribute to the company's competitive advantage and customer satisfaction. The hotel, however, faces challenging circumstances imposed by its heavy reliance on tourists and high operating costs, which call for careful leadership and adaptability to shifting market conditions.
The Imperial London Hotel can profit from the rise in interest in interactive travel and technological advancements. The Imperial London Hotel can improve visitor experiences and obtain a competitive edge in the industry by offering specialized reviews, customized products, and utilizing virtual responses.
The inn operations are at risk due to threats from the ongoing COVID-19 epidemic, economic factors including inflation, and political instability. Addressing these challenges requires adjusting to shifting health and safety standards, monitoring financial advancements, and keeping up with the latest political developments. While the PESTLE analysis focused on the external factors impacting the business, the SWOT analysis emphasized the hotel's internal advantages and shortcomings. Each analysis provides priceless information about the organization's current and larger business environments.
Imperial London Inn has to capitalize on its strengths, manage weaknesses, take advantage of opportunities, and minimize threats to succeed in a fast-paced, competitive marketplace. The inn's long-term success may depend on making smart decisions, never-ending expansion, welcoming market-driven technology improvements, and upholding a customer-centric practice.
This case study has provided a comprehensive understanding of the Imperial London Hotel and its function within the hospitality industry with the help of information, the organizational structure, features, customs, and interpreting the internal and external elements. To push for the employer's growth and sustainability, it acts as an organizing principle for comparable research and strategic planning.
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