HOTEL AND TOURISM MANAGEMENT

1. HOTEL AND TOURISM MANAGEMENT ENGLISH FOR BUSINESS COMMUNICATION ANNA ANTOΝΙΟU ΑDΑΜΟS ΑDΑΜΟU ΜΑRΙΑ YIΑΚΟUΜI

2. TEAM PRESENTATION

3. TEAM PRESENTATION We are a team of business consultants We have been hired by a three star hotel in Madrid to find: Strengths and weaknesses of the hotel. Make recommendations and suggestions based on the hotel’s strengths and weaknesses.

4. CASA DE MADRID

6. Casa de Madrid is a boutique guesthouse located: • in the heart of the historic center of Madrid • in Plaza de opera

7. PLAZA DE OPERA

8. Overlooking: • The beautiful gardens Oriente • and the Royal Palace

9. PLAZA DE ORIENTE

10. ROYAL PALACE

11. STRENGTHS AND WEAKNESSES OF THE HOTEL

12. STRENGTHS

13. CLEARNESS Rooms are spotless Cleaned twice a day Well scrubbed Bathrooms The floor is always polished

14. FOOD QUALITY AND SERVICE The breakfast: is basic continental with excellent products served in the elegant sitting room, where you can also enjoy a complimentary afternoon tea and cake English breakfast served on silver trays Coffee is excellent Fast and helpful service

15. ROOM SERVICE Rooms are cute and cozy Rooms are full of beautiful objects Comfortable and spacious rooms with private bathrooms Wi-Fi in all the rooms Bed and Breakfast: Delightful touches: biscuits, half bottle of red wine, lberico ham and olive oil Large airy rooms Beds have top quality linen

16. Decoration Made the customers like staying in a friend’s luxury home Hotel is quirky, elegant and has its own personality Eclectic decor and furnishings The furnishings are in style with a building – a wealthy 18th century townhouse Been surrounded by beautiful objects that have a history Is appointed with gracious antiques and treasures from a traveler's life well lived

17. Reception and Reservations Receptionists are: cheerful courteous helpful polite welcoming Do their best to make the customers feel like home.

18. Staff Behaviour Staff is very: helpful welcoming pleasant professional Do its best to make the customers feel like home

19. Parking Facilities and Transportation Parking is spacious The hotel is in the center of the town (no need for transportation) Direct transfer from the hotel to the airport by bus.

20. WEAKNESSES OF THE HOTEL

21. A lot of noise because of the hotel's location • Room service • Rooms are claustrophobic dark and depressing • Bathroom has low water pressure • Reception and reservations • Complaints from customers for the admin staff. • Parking facilities and transportation • For the parking lot you need a reservation and an extra charge of 25 Euros per day. • Expensive hotel. • Decoration • Old • Staff • Staff don’t speak English. Only Spanish • Food quality and service • Breakfast is poor

22. Solutions: Soundproofing to all the rooms. Restate the terms and conditions. Install a pressure-machine in order to give a higher water pressure to the bathrooms. Reconsider the costs of the hotel. More bright colors for the rooms Decoration to be modern Staff speak English Breakfast include variety of foods and drinks.

23. THANK YOU!