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WorksheetsCase Study 3
Total questions: 25
Worksheet time: 13mins
make stronger
build up
break off
foster
cement
maintain
to start something again after stopping temporarily
to become or to make weaker
to stop being pleasant
To continue; carry on
determination to keep trying sth difficult
let sb down
set up
perseverance
check in
to become or to make weaker
undermine
strain
sour
rumour
tap into
newly rich
to meet new people who may be useful to you in your job
disorganise, disturb, upset
to make use of sth
turn up
appear/ arrive
To continue; carry on
to risk damaging or destroying something important
To make something exist again or happen again
To make something exist again or happen again
sour
restore
maintain
foster
nouveau riche
fellow
turn up
call off
newly rich
to meet new people who may be useful to you in your job
to network
to socialise
register
continue
a person that you work with or who is like you
ex
duty
fellow (student, citizen)
easily seen
to end; to interrupt; to discontinue
jeopardise
resume
break off
strengthen
rumour
gossip
idea
mouse
hello
to start something again after stopping temporarily
obligation
resume
let sb down
set up
call off
cancel
nouveau riche
sever
widespread
disrupt
disorganise, disturb, upset
to meet new people who may be useful to you in your job
to make use of sth
to spend time with friends or other people
What percents has group turnover fallen?
22%
50%
26%
53%
True/False:
The group has a number of hotels in Oman and the United Arab Emirates
T
F
What is not problem in case study?
Customers are too crowded
The number of guest has fallen by 22%
The group’s room occupancy rate has dropped from 81% to 62%
Customer surveys have indicated increasing
What is the solution of case study?
Build long-term relationships between customers and the hotel
Build more hotel
Change the CEO
Move the location
What is the name of Case study 3?
Al-Munir Hotel and Spa Group
The price of success
Kensington United
Just good friends
TRUE/FALSE:
Recent reviews have reduced two of the hotels’ rating from four stars to three
T
F
TRUE/FALSE:
The group’s room occupancy rate has dropped from 81% to 63%
T
F
How can the group maintain its relationship with guests once they have left its hotels?
Email: Thank them, let them know about their events, birthdays, …
Social Media: Linked in and Twitter -> take their opinion about their stay
Email and Social Media
Traditional way
What do you think will be the main reasons why guest do not return to the hotel?
They don’t feel they’ve had a memorable experience during their stay
They aren’t made to feel special and valued
They want more attention paid to their needs and to be treated as individuals
All of them
What is the rooms score in results of customer satisfaction survey?
5
4
3
2
