UHB 3022English for Workplace

Communication

Case study MOHAMAD FARID B HASHIM

MOHD HANIFNORLIZZA BT MOHEYER

NURUL SOLEHA BT ABD MALEK

Lime Wood, a boutique country house hotel, is set in the heart of the New Forest National Park, 1.5 miles from the small town of Lyndhurst and just an hour and a half drive from London.

Used Lime Wood's classical structure as the basis of our design but we've lovingly renovated it.

Keeping the spirit of its past, taking inspiration from its extraordinarily beautiful surroundings and adding the odd contemporary twist to bring it to life.

Combined with great food, immaculate service and facilities, we're the only 5 star luxury country house hotel in the New Forest National Park.

Background

Hospitality Make the most of an array of on-site

activities from dining at the chef's table to yoga classes.

Spa treatments. Bike rides. Shooting. Sailing and horse riding are also available

nearby.

Services

Delivering the very best in luxury amenities but in a way that creates a welcoming atmosphere full of character and individuality.

Mission and Vision

Strengths

Strong brand name

Beautiful location

Unique

5 star hotel (Facilities)

SWOT Analysis

Weaknesses

Poor of customer services

Employees are not well-trained

Opportunities

Concept of Garden

Luxury Decoration in Building

Near to the town

Massage Therapy (from Expertise)

Cont.

ThreatsThe hotel deep into the forest

Poor Marketing Strategy

The customer service was poor

Food was expensive and not very good

Staff didn’t seem interested

Staff are not well-trained

Problems

Poor customer services

When we eventually arrived at the hotel after bad

directions, the Duty Manager was really rude to my wife as

I was parking the car.

Does not believe to the customers

Food was expensive and not very good. When we mentioned this to the manager, she said that we were the

only people complaining.

Staff didn’t seem interested

The staff only really attended to our needs when we asked for them.

Staff are not well-trained

The TV stopped working on the first day and although they promised to fix it, nothing

happened.

What is the major problem?

Staff / Employee

• Think like a customer

Hire great employees

Solutions