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Solent Hotel in the United Kingdom, a luxury hotel with a spa for its visitors, has a dangerous chemical problem that is being investigated in this boardroom report. The magnificent Solent Hotel & Spa is a great starting point from which to explore England's beautiful South Coast. During the summer months, visitors may have breakfast, lunch, and supper on the hotel's gorgeous al fresco patio with an outdoor grill(Solenthotel.co.uk, 2022). This 4-star hotel has it all. The spa has a 13-meter swimming pool, steam and sauna facilities, spa services, a tennis court, and a gym with an activity studio. Stakeholders who provide financial assistance for company expansion report that this occurrence has had a significant impact on their decision-making. The hotel's performance, as well as that of the whole hospitality company, might be harmed if the brand's reputation is damaged as a function of the occurrence.
In order to improve risk management and prevent future accidents, this study highlights major factors which contribute to food contamination. It analyzes the hotel's actions and gives future recommendations. This study, however, faces a new restriction. If the occurrence had happened more than one year ago, we could've have investigated its brand reputation effect. This deadly condition is created when two chlorine-gas-producing compounds react. Twenty-four people have been rushed to the hospital because of the health concern this presents to visitors (Bbc, 2021). This risky incident has slowed spa service for days. The Solent Hotel's success in the UK was also affected by its public image.
Executive summary
The boardroom report is focusing on describing the various consequences caused due to chemical poisoning in the Hilton hotel and spa rooms. Due to the incident, the company has faced a huge damage to the brand reputation. It also causes damage in the performance of the hotel and the interest of the stakeholders regarding the hotel industry. The underperformed reputation drivers using the RepTrak model hampering the brand reputation have been analysed. The current strategies and measures for managing reputation in the company have also been described. Furthermore, some recommendations for improving the current situation in the company have been provided.
Having satisfied customers may well have a significant impact on a hotel's profitability and development in the hospitality business. As a result, hotel managers ought to have a strong understanding of what makes for a satisfying visitor experience (Leta and Chan, 2021). The whole staff is responsible for acquiring customer service capabilities that go above and beyond what is expected of them by their guests. The goal is to provide all of the guests with a consistent experience, whether they will be dealing with the restaurant, cleaning, or checking out at the front desk. Setting clear expectations for visitors starts with having a standard style of communicating with them. This does not imply every visitor should be given the same level of treatment, however. Authentic customer service excellence necessitates a focus on the unique needs of each and every client. Toxic chemicals at the UK's Solent Hotel, a luxurious retreat with a spa on site, are at the heart of this case. In most situations, this poisonous condition is caused by the combining of two substances that produce harmful chlorine gas (Liuet al.,2020). Guest safety is in jeopardy as about 24 people have been rushed to the closest hospital without delay due to this incident. By interrupting the spa's service for its clients, this incident has had a significant impact. Maintaining a hotel's good name is crucial, and the Solent Hotel's success in the United Kingdom is no exception.
In light of this dangerous occurrence, the Solent Hotel's reputation has taken a hit, as it demonstrates the lack of appropriate safety precautions against chemicals inside spa rooms. If a hotel's reputation is based only on the quality of its service management and its ability to recognise and respond to any potential problems, it will suffer. As a result of the event, a number of hotel guests had to be taken to the hospital, which harmed the hotel's reputation management efforts. In order to create a hotel's reputation, safety and an innovative service plan are essential (Radojevicet al., 2018). This event at the Solent Hotel, which was completely avoidable, has had a significant impact on guests' decisions about whether or not to use the hotel's services, particularly the spa. The event that occurred at the Solent Hotel has had a significant impact on the hotel's brand, making stakeholder management very difficult for the management of the hotel. To keep the hotel's operations running smoothly, attracting stakeholders is a top priority.
This occurrence in the spa area has put the safety of guests at this hotel at risk. A recent article in UK's Solent Hotel revealed the lack of security in the hotel's spa rooms, as well as personnel who were unprepared to deal with the situation. This hotel was spared thanks to the help of the local community, as well as the emergency services, such as the ambulance and the fire department (Bbc, 2021). Nevertheless, stakeholder discussions with ownership have resolved the problem of sustaining continued super after this incidence. Stakeholders connected with this hotel have urged a thorough risk review, and some have totally ruled out future investment in this establishment.
In order to preserve the lives of its visitors and maintain their company reputation, the administration of this Solent Hotel have acted quickly. The hotel's managers did a commendable job in removing guests and children from the spa area right away. As a result of the spa room's ventilation, the poisonous chlorine gas was reduced, and the air quality was preserved Throughout the night, the managers and other staff members have worked tirelessly to keep the visitors' health and well-being in check (Solenthotel.co.uk, 2022). As soon as possible, patients were sent to the nearby "University Hospital of Southampton" for treatment. Because of this, the hotel's staff organised a meeting with all relevant parties.Moreover, stakeholders have offered help monetarily to those persons who have experienced owing to dangerous gas problem at Solent Hotel.
The underperformed reputation drivers have been identified and analysed using the RepTrak model in which Governing system, workforce, product and service, and innovation are the main areas described here.
The government system in the Solent hotel is the name operation that the hotel organization needs to maintain. The governing system of any hotel can be the most important driver of a reputation for the Organisational management. How the company governance in the entire structure of the company leads towards how better the organization can be managed. Hotel governance when maintained appropriately can increase satisfaction among the guests and also can increase the brand reputation of the company (Min, and Oh, 2020). This is why the governance system of Solent hotel is considered to be one of the major driving forces that can enhance the reputation and brand image of the hotel. In the case of the hotel of the case study the management's duty is to govern and the supervising everyday operations of the hotel.
Providing good organizational governance would have been able to avoid the tragic chemical contamination in the hotel and spa rooms. This incident has majorly impacted the reputation of the company. Also, the experience of the guests has been greatly affected due to this incident. Most importantly the safety measures in the hotel could have been more stringent to avoid such incidence (Anichitiet al., 2021). This is also another important area for the governing system of the hotel. The management needs to emphasize more attention on developing a good governance system in the hotel and sparrows by implementing safety measures effectively.
The majority of the shareholders and stakeholders can be attracted to the company's reputation by providing good quality products and services in the market. The reputation of Solent hotel is likely to be shipped by the interest of the stakeholders concerning the brand and product of Solent hotel. The products and services in the hotel and spa of Solent hotel are based on the customer's satisfaction and expectation level (Mandolfo, Chen, and Noci, 2020). It can help the customers make decisions to choose a Solent hotel. But the tragic incident of chemical contamination in the hotel has greatly impacted its products and services.
The safety and security of the hotel have been at stake which can affect the reputation of the company. It may also question the company's products and services. The spa service has been greatly affected because of the toxic chemical mix which generated chlorine gas. It has already also impacted customers' satisfaction and their safety measures inside the spa rooms. Therefore, the management of the hotel needs to be very cautious about their products and services and also the safety and health measures used in the company (Jimoh et al., 2019). Maintaining the product and service quality and improving health and safety measures can enhance the reputation of the company and can also improve the satisfaction of the customers.
Innovation in the products and service governing system, management, and necessary equipment and machines used in the hotel premises can be a good option for improving the reputation of the company. As the mixing of the two chemicals generating chlorine gas has caused a major and serious accident in the spa rooms of the hotel, the development of some innovative services which can control chemical contamination can enhance customer service and also the service quality of the hotel. Innovation can also greatly impact the perception of the seculars which influences them to quickly make decisions. There need to be more innovative services in the organization which can improve the reputation of the company (Mandolfo, Chen, and Noci, 2020). New and technologically advanced machines can be used by the company for avoiding such risks of intermixing different gases and generating poisonous gas. On the other hand, artificial intelligence such as automation technology, robotics, cloud computing and others to make the overall functioning of the Solent Hotel faster and effective. Therefore, the reputation mainly hampers because of the lack of innovative machines and equipment in the hotel and spa rooms.
The workforce is also another crucial factor in the reputation of any organization. The workers and staff of the company present the services to the customers and also have a huge importance on the governance system of the company. Employees also tackle the entire hotel services and operations. The inefficiency of the workers may be the main reason for causing such incidents in the organization (Fletcher, Alfes, and Robinson, 2018). Or it may be a lack of negligence in the world first that caused the incident. The workforce needs to be improved by providing additional skills and training to the employees which can help them reduce such incidences. Lack of attention to the operations can also lead to a decline in the reputation of the company (Supraptoet al., 2021). The effects of employee absence and employee sickness can enhance the rate of decline in productivity of the employees which can impact the entire workforce. Therefore, the reputation of the organization can be hampered due to productivity decline and employee negligence.
Reputation management practices have been implemented in the organization just after the incident happened and got public. The management of the hotel has apologized because of the incident. This is important for maintaining the reputation of the company. It is also important that the management of the hotel recognize the responsibility for Conjuring gas contamination or leakage of poisonous gas. The management has also declared that it has been their mistake. They have also admitted their responsibility (Gallardo-Vázquez et al., 2019). The manager has also underlined that the incident was caused because of some internal technical issues in the machines. And the manager explained well the reason for such a tragic incident. For investigation, the entire crisis and organization with the help of the local authorities have been developed. Some collective measures have also been undertaken by the hotel management to clean and sanitize the entire spa premises. These corrective measures can save the reputation of the hotel. These actions can also repair the damage to the company's image.
Other incidents and events of the hotel have been adjusted to ensure the safety, security, and health of the customers on the spa premises. There are evidences such as to bring the situation under control and to help the company get back to its original position; the management of the hotel has taken some measures and actions to improve the safety protocols. Compensations have also been provided to the victims, customers, and employees greatly affected by the chemical contamination (Thaothampitak, and Wongsuwatt, 2019). The manager has also announced that the organizational safety and security programs will be more tightened now for awarding such accidents. Such proclamations and measures can indicate that the company has a huge tendency to bring changes in the organizational operations and policies for avoiding unexpected bad situations.
Moreover, evidence proves that the managers of Solent hotel have also taken some measures regarding training and skill development programs for the employees. The hygiene and safety standards will be maintained in the hotel by efficient and trained employees (Ognjanovi?, 2020). The workforce will also be improved by increasing knowledge and awareness among the employees. It is the commitment on the side of the Human Resource department of the hotel to enhance the productivity and efficiency of the employees.
Reputation management practices are additionally is implemented by analyzing the risk in the organization and its potential impacts. Analysis of the risk management style can help in recognizing the potential of the company. The 'workplace safety and health regulations can be a suitable guide for analyzing the risk points. The risk management style involves assessment of risk which can be combined with work responsibilities, communication with the stakeholders, controlling system, and monitoring (Thaothampitak, and Wongsuwatt, 2019). Analyzing all these factors can help the company identify the risks and thereby can make effective decisions to avoid the risks. The response that this hotel failed to do properly is effective risk management system in the hotel which was probably the main reason behind the accident.
This risk management has now been taken as a serious tool for analyzing the risk and making the sessions from the perspective of the risks. Strong management was important for the company to avoid such risks (Thaothampitak, and Wongsuwatt, 2019). Analyzing the risk management process the management could have allocated the roles and responsibilities of every employee and staff in the organization to control the risk. It could have been avoided the entire incident.
The recommendation can be made from the perspective of the incident.
Safety and security in the workplace are the most important factors for avoiding any unexpected threat to the company. The management of the Solent hotel needs to implement an effective safety and security management board that can provide necessary safety and security to the staff and customers in the hotel and spa rooms. The areas which can cause serious and dangerous incidents like gas contamination or leaking of poisonous gas can be identified. By identifying These areas some security and safety actions are important to be taken by the hotel managers (Anichiti et al., 2021). The hotel premises need to be safe and secure for the customers to provide them with the best quality services. It can increase the reputation and brand image of the company (Nobar, and Rostamzadeh, 2018). Most importantly, safety and security management boards can also help in avoiding such accidents.
Another important and crucial area for the company to avoid future tragedies or incidents is the improvement of the workforce in the organization. The managers of the solid hotel can provide effective training and skill development and programs for the employees to help them become capable of identifying the major risk areas and implementing effective strategies to overcome those risks (González-Rodríguez et al., 2019). They can also hire higher trained employees in the organization to improve sustainability.
Innovative and technically advanced equipment and machines are required to be installed in the company which can provide signals when an emergency or dangerous circumstance can occur. Such equipment can help the employees become aware of the incidents. Getting signals and indications of some serious incident and the employees can take the people away to a safe place (Anichiti et al., 2021). It can therefore save many people from getting injured and affected by the incident. Therefore, innovation in current technology and systems can be one of the most important factors for avoiding such risks.
The managers need to be proactive in leading the entire organization towards a better outcome. With the help of risk analyzing factors, they can analyze the risk and make significant strategies for avoiding those risks. They can also improve the plan, empower the team and employees, and also can put measures to prevent the problems prior to their occurrence. The leaders of Solent hotel can make a long-term vision a long time goes by analyzing the major factors that can arrive in the way. It can help them in planning for the long term by analyzing various upcoming risks (Min, and Oh, 2020). They can collect feedback from the customers and other information by analyzing the internal and external environment. It can help them implement necessary strategies in respect of any unexpected situation. By doing so they can be confident and equipped enough to tackle any situation boldly. By creating a long-term vision attitude the leaders can also become proactive or set things for avoiding upcoming future issues or accidents (Anichiti et al., 2021).
The company needs to improve its customer service by providing them with the best quality experience. The manager of Solent hotel needs to empower the safety and security of the guests and customers to enhance their experience in the hotel and spa rooms (Foroudi, 2019). This is also necessary for developing a better organizational culture.
The entire report has focused on various underperforming reputation drivers of the company as per the result of the poisonous gas leaking into the hotel. It has also focused on how the underperforming factors can impact the seculars in decision-making. It has been identified that the hotel management needs to improve its governing system. They also need to implement a risk management style for identifying the major weak and risky areas and they can implement necessary strategies to avoid them. Maintaining the expectation of the customers by enhancing safety and security measures in the hotel can help in bringing the reputation back for the hotel company. Most importantly, the development of advanced techniques and emphasizing the safety and security measures can be the suitable option for the hotel to retain its brand image. It has also been identified that providing good organizational governance would have been able to avoid the tragic chemical contamination in the hotel and spa rooms. This incident has majorly impacted the reputation of the company. Also, the experience of the guests has been greatly affected due to this incident. Most importantly the safety measures in the hotel could have been more stringent to avoid such incidence. The majority of the shareholders and stakeholders can be attracted to the company's reputation by providing good quality products and services in the market. The reputation of Solent hotel is likely to be shipped by the interest of the stakeholders concerning the brand and product of Solent hotel. The products and services in the hotel and spa of Solent hotel are based on the customer's satisfaction and expectation level. They can collect feedback from the customers and other information by analyzing the internal and external environment. It can help them implement necessary strategies in respect of any unexpected situation.
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