The Imperial Hotel in London is a four-star hotel that is owned by the 4-star market-Star hotels. The Imperial Hotel is part of a chain of 25 hotels that the 4 Star market-Star Hotels operate in the United Kingdom. The main clientele that the hotel serves are tourists and international business individuals. The guests at the hospital have a high expectation for improved service standards. However, the hotel has been experiencing some problems that have the potential to destroy the image of the hotel as a top 4-star hotel in London. This paper will discuss the second problem that the hotel is currently facing (high staff turnover with 80% of the staff leaving within the year).