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LB170 Communication Skills For Business And Management

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LB170 Communication Skills For Business And Management

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LB170 Communication Skills For Business And Management

0 Download6 Pages / 1,351 Words

Course Code: LB170
University: The Open University

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Country: United Kingdom


Task 1: email  A client contacted the staff at Thorncrest Hotel to make a change to their planned event in the first week in June. However, the response from staff was confusing, so the client made a complaint.   Read the correspondence and investigation notes, and write a semi-formal email (approximately 200 words) to the client that clears up the miscommunication and summarises in your own words any options available.   Your response should clearly provide options for the client to choose from and an appropriate time scale. These options should be based on the issues and recommendations Lee and Nasli provided Tina. 
Task 2: Report The staff at Thorncrest Hotel have been working together to prepare for a large event. However, communication is breaking down with the team criticising each other and arguing.   Examine the issues and write a report for the management at Thorncrest explaining the possible causes of the breakdown in communication, and then making recommendations on how to prevent future conflict.  
Task 2: Report  The staff at Thorncrest Hotel have been working together to prepare for a large event. However, communication is breaking down with the team criticising each other and arguing.   Examine the issues and write a report for the management at Thorncrest explaining the possible causes of the breakdown in communication, and then making recommendations on how to prevent future conflict.  


Taask 1.
Email 5) General management feedback and response to your email
Dear Melissa,
 We refer to the above matter and the mail you addressed to Thorncrest Hotels London.
The management and staff members would like to apologize for any inconvenience caused which includes delayed response and miscommunication in management style. Please take note that; currently, we do not have any vacant VIP room because the rooms have been booked by other clients, the management goes by the rule of first come first serve. Alternately, the management can still provide other small non-luxury business meeting rooms that could be used for the same purpose and which are readily available. However, we can create two sections in the restaurant: one for VIP attendees and regular participants separated by barriers around the VIP section.
Please feel free to contact us.Should you have any further inquiries, we are glad to assist you. As Thorn Crest hotels, we are here to serve you.  
Looking forward to your positive feedback.Thank you.
Best wishes,  
Restaurant Manager ThornCrest Hotels London  nazli@thorncrest.co.uk
Extension 315 
Task 2.
Bette Davis
12 Smithy Road
Mobile No: 07998-555-556
E-Mail Address:wehavethestars@gmail.com
Sex: Female
Nationality: European
 Language: UK English
Marital status: Married
To give my best in whatever capacity, striving to achieve the best potential in the organization or private enterprise, working in close cooperation with the team and be the best in my field.
To utilize the skills and knowledge acquired to help and improve the economic status of my country and positively use the skills I learn to improve and change other people’s lives positively.
1970-1976: St Mary’s Aberdeen, GCSE O LEVEL
2011-2015 Anglia Ruskin London University; Degree in Business, Health and Social Care Management
Summer 1984 Aberdeen College, NVQ Hairdressing
 Summer 1999Bromley College First Aid, Hygiene, Health and Safety
1984-1991 Hairdresser at Pete Tong’s Salon

Hair stylist and beauty treatment
In charge of the salon

1993-1999            Care workers at Bromley, London

Nursing of the disabled clients

Summer 2000Pine Parks Care Home

Records keeping

To work with a commercial firm, organization or an institution; to be a social worker where I can continue to utilize my skills while offering other services to the customers
To improve my professional skills by undertaking more examination papers in future from the College of Medicine.
Mr. Paul Henreid Olive Higgins
Manager   E-mail: askforthemoon@yahoo.co.uk.  
Bromley Saints
E-mail: p.henried@bromleytrust.org.uk. 
Task 3: Report
Thorn Crest is a four-star hotel in a large city that attracts guest from around the world. This hotel stands out to be a major destination for tourists regarding accommodation and luxurious activity.
Thorn Crest hotel constitutes of foods and beverage, restaurant, bar and also accommodation to every individual that visits the hotel deserves ultimate range of services. Tourists who visit the hotel have gotten the attachment to the bar due to its store building having a variety of drinks.
The hotel employees come from a variety of background and cultures across the nation. This serves as a primary employment sector also directly links as a tourist attraction. The hotel industry is a backbone to economic markets and the tourist platform. This paper focuses on the effects of the Brexit of micro-brewery towards the Thorn Crest four-star hotels(Schaub, 2016).
After a series of in-depth analysis of the hotel staff, I gathered a lot, and this brought in internal conflict within. The following are some of the responsive messages from the staff;
Tina (Events Manager):”I like everyone on the team. But I do find Lee’s resistance frustrating. We must move the brand forward in new directions. He hasn’t said anything directly to my face, but that he is criticizing the change behind my back……”
Nazli (Food and Beverage Manager): “I don’t know. I just think that Gwen and Lee don’t respect authority. I’m not used to people questioning my instructions……”
Joseph (Facilities): “It’s the last straw. Sara and Nazil are always on my back telling me what to so. I know what to do. I always have things ready, and they always interrupt me asking about next week…”
Lee (Restaurant Manager):” I don’t like to say it, but Gwen is typical rude American. Always in the people’s face. Tina is just the same, always criticizing and always making changes.”
Gwen (Bar Manager): “I know Lee doesn’t like me. It’s frustrating because I know we could solve the problem if he would just be direct with me. The truth is, I respect Lee a lot. He does his job efficiently, not like Sara and Joseph.”
Sara (Reservations): “I have a million things to do right now and don’t see why this is important. Everything could be solved if Tina and Gwen stop being so rude.
The impacts also arising are due to

Currency devaluation on food, drinks and tourism sectors.

This is a significant impact in the hotel industry either indirectly or directly, employment and cash flow will be mostly affected because of the devalued currency. The effect on loss of jobs will decrease the state’s tax revenue and welfare costs. The government should play a role in sustaining the industry and able to transition successfully in the course of currency changes.

Brexit impacts on food and drinks

The export and import of goods are an essential business between the key stakeholders that bring economic benefits and strengthen the ties between the countries. The drinks which are a majority on the exchange that boosts the industry and also tourist top choices are the affected industry(Oliver, 2017).

Hotel (food and drinks) sectors will fundamentally undermine their ability to trade.


Management support

The imposed tax on the export and imports should be reduced to curb the increased currency devaluation. The trading and tourism sector is also affected that the management should address priorities in the same to reduce the increased taxation.  Commodities that are of primary concerned should be well of top priority to avoid shortages.

Staff training

The staff should undergo training on the various departments and ensure they portray the highest standard of professionalism(Meilgaard, 2001). The seminars that are organized should also aim at advancing the level of the staff careers and stabilizing to enhance the knowledge of their duties.

Downward and upward communication within the organization

The communication channel should always flow through from the senior management downward to the junior staff and also correspond back to the up senior staff. Communication will, therefore, reach, and efficiency of the information is taken in. The staff will also be able to engage on matters of concerned through this.
Tourism and hotel industry is the economic strength in the entire country this requires a significant support from the government authorities. Safeguarding the welfare of employees and enhancing job opportunities(Finck, n.d.). The sector also should be in a state of capitalization to broaden the market towards sustainable market trends and also the currency weakening will also be stable to transition. Exports and imports of food and drinks are also an essential aspect of minimizing excise and customs duty by the government will ensure the harmonized and free trade system. In conclusion, hotel and tourism industry is a major sector that should be embraced to strengthen the economy at large.
Finck, M. (n.d.). LSE Law Brexit Special #3: Brexit and the European Institutions. SSRN Electronic Journal.
Meilgaard, M. (2001). Effects on Flavour of Innovations in Brewery Equipment and Processing: A Review. Journal of the Institute of Brewing, 107(5), pp.271-286.
Schaub, M. (2016). Initial wealth effects of the Brexit vote on UK ADRs. Applied Economics Letters, pp.1-5.
Oliver, T. (2017). Never mind the Brexit? Britain, Europe, the world and Brexit.International Politics.

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