Executive Summary

This research paper conducted a mix-method study on property management and management issues in the UK hotel industry and how they impact the customer satisfaction. The researcher conducted focus group discussions with 6 property managers and 73 hotel staffs for this study. The findings show that, tourism and hospitality create direct and indirect employment opportunities for people with various qualifications and socioeconomic factors. People are employed there in different positions, including travel agents, tour guides, hotel personnel, and others. Hotels can gain a competitive edge and long-term success in the hospitality industry by prioritising customer and client satisfaction, using strategic decision-making to improve the customer experience, and maintaining high service quality and facilities management standards. customising services and training workers are highly effective tactics for enhancing customers and clients' entire experience at the establishment. The FGD presentations did not provide an in-depth investigation of sustainability practices, in contrast to the study, which indicated that hotels in the United Kingdom are showing a growing tendency towards environmentally responsible activities. It is also found that good property management strategies not only served to increase the degree of happiness that customers and clients experienced but also contributed to the financial success and reputation of a hotel. Satisfied clients are keener to return to a hotel and recommend it to others. Considering these the researcher recommended the companies to make changes based on informed decisions with the customers.