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Case Study Presentation
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PRESENTED BY:-
NAZA GROUP CONSULT
NADIA AINI BINTI HASHIM
NAZIRAH BINTI AHMAD SHUKRI
NOR ZUHAIRAH BINTI REDHOUAN
NUR AIZA SHUHADA BINTI KAMARUDIN
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Our Customer
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OBJECTIVE OF THECONSULTATION
TO IDENTIFY PROBLEM FACED BY LIME WHOTEL
TO PROVIDED SUITABLE SOLUTION TOWAPROBLEM IDENTIFIED.
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imewood Boutique country house hotel small but luxury l
The only 5 star luxury country hotel in the New
National Park. Lime Wood has its own bar which is known as Ma
They produce the best Martinis in Hampsh
1.5 miles from small town of Lyndhurst and just
and a half drive from London.
Architectural part designed by Charles Morris a
Pentreath. Interiors added by David Collins and
chef Luke Holder and Angela Harnett.
The main house offers 9 rooms and 7 suite Three attractive new buildings contain an additi
suites.
Herb House Spa, with assorted 8 treatment room
include mud house, sauna, steam house, indoo
outdoor pool, sun deck with herb garden and a
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ORGANIZATION CHART
Limewood GroupChairman
Robin Hutson
Bar Manager Duty ManagerRestaurantManager
Sales,Marketing &
Brand ManagerHR Manager
Hotel Director
Kenneth Speirs
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Care and Comfort of our Gu
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We pledge to provide the finest personal
and facilities for our guests who will
enjoy a warm and relaxed moment.
Limewood Spa fulfils event the unexp
wishes and needs of our guests.
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Renovafresh a
revivingarchite
grou
keepinand c
Renovated fromhunting lodge in
the 13thcentury toa luxurious
Regency stylecountry house hotel
David Collins
Redesigned fromEnglish country
style tocontemporary
Nov 2009
The opening ofLimewood Hotel
in the heart ofNew Forest
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Herb House Spa
Kitchen Table
Private Dining
Pool table, Snooker, Billiards
Wireless reception/Study area
Jogging, walking and cycling
area
Smoke house
Live Music
Corporate facilities and servicesExclusive Use Wedding and
Events
Exercise Classes and
TrainerForest forgin
Car valet serv
Dry-cleanin
Baby sitting
Helipad
Dog friendly
Library
Mountain bikes and
SERVICES
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ACCOMONDATIONFEATURES
Individual air-conditioning control in some rooms
Great views from the bathroom Plasma TV screen
CD/DVD/iPod docking station Internet/Wifi/Email access Safety box Iron
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LOW FOOD
QUALITY
PRICE OF
FOOD IS NOT
WORTH OF
MONEY
UNFRIENDLY
STAFF
P
R
O
B
L
E
M
S
I
M
P
L
I
C
A
T
I
O
N
S
- CUSTOME
TO DINE
RESTAU
- CUSTOMUNFAVORABL
- CUSTOMERSTO HAVE
- GIVE BAD IMINC
- CUSTOM
DISATISFY &
FEED
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INTRODUCE THE ANNUAL CHEFS
COMPETITION
INVITE 2 CHEFS TO PARTICIPATE EACH YEAR.
EACH CHEF HAVE THEIR OWN TEAM.
CUSTOMERS VOTE FOR WINNER.
CRITERIA TO WIN THE COMPETITION RANGE FROM
FOOD TASTE, VARIETY, FOOD PRESENTATION, PRICE
AND QUALITY
WINNING TEAM HIRE BY 1 YEAR CONTRACT.
CONTRACT IS NOT RENEWABLE
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PROS AND CONS OF CHEFS COMPET
PROS CUSTOMERS WOULD FEEL HONOURABLE SINCE CHEF CHOSEN BY THE
VOTES.
HENCE THEY WILL SPENT THEIR MONEY AT LIMEWOOD HOTEL MORE O
QUALITY FOODS SERVED ASSURED SINCE THE CHEF NEED TO COMPET
WIN.
COMPETITION DONE YEARLY TO ENSURE CHEF AND THE TEAM KEEP A
LEVEL OF FOOD STANDARD + QUALITY.
CONS COSTLY BECAUSE HOTEL NEED TO SPEND MONEY ON COMPETITION AN
PREPARATION OF CONTRACT.
CHANGE IN CHEF ANNUALY MAY CAUSE TEAM MEMBER FEEL
UNCOMFORTABLE.
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SEND ALL STAFF TO VARIOUSTYPES OF COURSES
MANAGEMENT AND CUSTOMER
SERVICE PERSONNEL GO TO
COURSES TOGETHER TO BUILD
TEAMWORK AMONG THEM.
EXAMPLE OF COURSE IS 7 HABITS.
PROS
RAISE AWARENESS &
EDUCATE STAFF ABOUT
CUSTOMER NEEDS AND
TO TREAT CUSTOMERS
PLEASENTLY.
CONS
HOTEL NEED TO SPEND
MONEY TO SEND STAFF
COURSES
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REWARDS THE STAFF
REWARDS STAFF WITH HOLIDAY AND
VACATION TO MAKE THEM ENJOY
THEIR JOB.
COMMITTED STAFF ENTITLED FOR
MONTHLY INCENTIVE.
CUSTOMERS CHOICE WILL GET
INCENTIVE TOO.
PROS
STAFF WILL ENTHUS
DO THEIR TASK IN OR
THE REWARDS.
STAFF WILL KEEP UP
WORK QUALITY.
CONS USE A LOT OF MONEY
VACATION AND INCE
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SOLUTIONS
COLLABORATE WITH OTHER HOTELS & SPAS
ONLY FOR MANAGEMENT PURPOSES.
TOP MANAGEMENT PERSONNELS WILL BE SEND TO
OTHER HOTEL TO MAKE OBSERVATION.
PROS
TOP MANAGEMENT STAFF CAN ADOPT BETTER CUSTOMER SERVICEMANAGEMENT AT LIMEWOOD HOTEL TO IMPROVE QUALITY.
CONS
CHALLENGE TO GET OTHER HOTELS PARTICIPATE IN THE
COLLABORATION PROGRAM.
RAISE HOTELS EXPENDITURE
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STAFF TO SET UP LIMEWOOD CREWS COMMITTEE
AS A PLATFORM WHERE STAFF CAN BE HEARD AND DISCUSS ABOUT
THE PROBLEM THEY ENCOUNTER
PROS
- CREATE BONDING AMONG STAFF.- WILL IMPROVE THE CREWS PRODUCTIVITY
CONS
- IF POORLY MANAGE CAN LEAD TO MANY DISAGREEMENT BETWEEN
CREWS
- TIME CONSUMING
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CONCLUSION
3 OUT OF 4 SOLUTIONS WILL CAUSE LIMEWOOD TO SPEND MORE
MONEY
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