Case study on lexis hibiscus PDF

SEMESTER SEPT 20/21
PRODUCT INNOVATION - HPT30303
CASE STUDY
LEXIS HIBISCUS, PORT DICKSON
NAME MATRIC NUMBER
1. NUR AQILAH HUSNA BINTI AZMAN H19A0485
2. MUHAMMAD KHAIRUDDIN BIN KASSIM H19A0307
3. NUR FATIHAH BINTI MOKHTAR SAIPUDIN H19A0522
4. NUR WAHIDA BINTI DUPPA H19A0594
5. NOR FARAH AIN BINTI GHAZALI H19A0391
6. NUR ZAIREEN FARYZAH BINTI ZAIMY H19A0595
7. ANEESA BINTI AHMAD KAMAL H19A0052
8. NUR FARAH AIN BINTI EDDIE AZAMIE H19A0513
9. NUR ERNIE SYUHADA BINTI MOHD ZAIN H19A0509
10. `ADNIN NUHA BINTI MOHD SUKIMAN H19A0918

ACKNOWLEDGEMENT
We have taken a lot of effort into this case study. However, completing this project
would not have been possible without the support and guidance of a lot of individuals.
We would like to extend our sincere thanks to all of them.
We are highly indebted to Madam Fadhilahanim Aryani Binti Abdullah for guidance
and supervision. We would like to thank her for providing the necessary information
and resources for this case study.
We would like to express our gratitude towards our parents & our friends for their
kind co-operation and encouragement which help us a lot in completing this case
study.
Our thanks and appreciations also go to our colleague in developing the case study.
Thank you to all the people who have willingly helped us out with their abilities.

TABLE OF CONTENT
TITLE PAGE
1.0 INTRODUCTION 1-2
2.0 HISTORY 3-4
3.0 UNIQUENESS AND THE LOCALITY OF THE
PRODUCT
5-8
4.0 DEVELOPMENT AND THE TRAILS OF THE
PRODUCT
9-10
5.0 TOOLS THAT CURRENTLY BEEN USED TO
MARKET THE PRODUCT/PROCESS/SERVICES
11-13
6.0 IMPROVE THE PRODUCT/PROCESS/SERVICES
USING INNOVATION CONCEPT AND
SUGGESTION/RECOMMENDATION ON HOW TO
MARKET AND SUSTAIN THE PRODUCT IN THE
INDUSTRY
14-19
8.0 CONCLUSION 20
9.0 REFERENCESS 21

1
1.0 INTRODUCTION
Ms Mandy Chew Siok Cheng, President of Lexis Hotel Group, the operator of
Lexis Hibiscus Port Dickson, and Dato' Low Tak Fatt, managing director of Kuala
Lumpur Metro Group, the owner of Lexis Hibiscus Port Dickson. Mandy Chew Siok
Cheng is a seasoned hotelier with more than three decades of experience in the sector.
Mandy earned a Bachelor of Economics (Hons) with a major in Business
Administration from the famous University of Malaya. In 1985, she began working at
the prestigious Shangri-La Hotel Kuala Lumpur, eventually rising to the position of
Director of Human Resources. Mandy was elevated to President of Metroplex
Holdings Sdn Bhd (Leisure Division) after eleven years as Vice President of Business
Development.
On July 31, Menteri Besar Negeri Sembilan Datuk Seri Mohamad Hasan
formally launched the two-year-old Lexis Hibiscus Port Dickson.
The Lexis Hotel Hibiscus alone has welcomed more than 630,000 tourists in
less than two years since its inauguration in 2015. Lexis has also increased tourism
revenue in the state and they offers discriminating leisure and business traveller in
Malaysia convenient and luxury lodgings at a variety of locations. It is committed to
providing professional management services to hotels and resorts, and has created a
strong, lucrative, and well-known niche brand in the hospitality business, specializing
in award-winning distinctive water chalets and pool villas. Lexis, Grand Lexis, and
Lexis Hibiscus are the three properties that the brand now maintains in Port Dickson.
Lexis Hibiscus Port Dickson presently holds the Guinness World Records for
"the most swimming pools in a resort" which is 1.2m deep, as well as "the most
beachfront villas in a single resort" which is 522 villas. Not just that, Lexis Hibiscus
Port Dickson has also received several major honors, including the World Luxury
Hotel Awards for the Luxury Water Villa Resort for Southeast Asia Category in 2016
and the BrandLaureate SMEs Signature Awards for the Best Brand in Hospitality for
Hotels and Resorts more recently.
The renowned Lexis Hibiscus Port Dickson, which is nestled along Pasir
Panjang beach and mimics Malaysia's national flower, is the world's largest water
houses complex, with 639 villas. Each of its enormous pool villas is elegantly
designed and has a private plunge pool and steam room for luxury and seclusion - an

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unrivalled achievement by any measure. A variety of intriguing eating alternatives
complement the villas, and Lexis Hibiscus's selection of event rooms is specifically
geared for MICE demands. There is a wide range of recreational activities accessible,
including a spa that offers revitalizing treatments, a kids' club, and a karaoke station.
Last but not least, the Hibiscus Walk, which is located on the beach, offers a
taste of Malaysian food as well as a spa centre that offers therapeutic treatments.

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2.0 HISTORY
Lexis Hotel Group Incorporated in 1995, the President of Lexis Hotel Group is
Mandy Chew Siok Cheng. Lexis Hotel Group provides experienced leisure and
business guests with practical and luxurious accommodation. It also offers
professional management services for hotels and resorts. Lexis Port Dickson is a
charming 272 -room resort designed with a tropical Balinese touch. Each water room
and chalet come with a balcony and a private bathtub. The name and concept of Lexis
comes from a vision to create something that has never been done before and
something that symbolizes Malaysian identity. The whole resort is designed very
similar to the shape of the hibiscus, the national flower of Malaysia. The idea is from
a collaboration between the architect and the resort owner. The design and planning
process takes about two years while the construction process takes one and a half
years to complete.
Lexis Port Dickson’s victory further strengthens its commitment to promoting
tourism in Port Dickson, which continues to generate increased demand for luxury
accommodation from discerning tourists, spanning the business and leisure segments
from within and outside the country. We can review and change our strategy as
needed, and also have the flexibility to adapt to and cope with changing market trends
and different types of guests. Lexis Hotel will focus on expanding publicity. After the
pandemic, employers have ensured that the well -being of staff and customers is
always well taken care of. Lexis hotels also used to provide services that involved
employees with physical problems, and they were placed in appropriate departments
according to their ability.
Now, we have made new service improvements at this resort, namely snacks
preparation service provided in each room, room to room spa service and improved
ease of use of our resort apps that allow customers to order our services such as food
orders, necessities such as pillows, extra blankets, and online room -to -room booking
of spa services. We are making improvements to snacks preparation services such as
sweets, water and crackers because most customers who come to book
accommodation at our resort love snacks especially the children so we will give and
provide fast food to customers so that customers can eat fast food with happy as a
start to enjoy the fun and quiet and enjoyable scenery at our resort.

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We also innovated on spa services at our resort which initially spa services
were done in a special place in this resort but after the outbreak of Covid-19 disease
then we need to make improvements to spa services at this resort to increase demand
for spa services at the resort this then we provide personalized spa services from room
to room. This is to provide comfort and safety to customers staying at this resort who
want our spa services. This is because, after the Covid-19 epidemic that hit the world
then many customers want to keep their safety from being infected with a dangerous
virus that can claim the lives of them and their family members. Therefore, every
customer will emphasize their safety by taking precautions such as keeping their room
environment clean and maintaining social confinement between employees and others
at the resort as well as avoiding skin contact between others such as shaking hands or
massaging. Therefore, we make improvements to the spa services by running the spa
from room to room so that customers do not have to leave the room and then meet
with other people or customers staying at the resort to get our spa services. Customers
can book their spa services through the app we have made improvements to simplify
and simplify the ordering process by customers to us.

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3.0 UNIQUENESS AND THE LOCALITY OF THE PRODUCT
The uniqueness of the product can be defined as “those that are highly
differentiated from other products in their category on the basis of perceivable sensory,
image, functional, emotional or other product characteristics that are positively valued
by the consumer”. After the Covid-19 epidemic hit the world, every customer that
come to our hotel want to keep their distance and safety from other people. The room
service being our hotel priority this time for our customer. So, our hotel decided to
improve our hotel’s service by adding new services such as snacks preparation service,
room to room spa service and improved our own hotel application. It will increase our
hotel service quality to create competitiveness and differentiation for our hotel than
other hotels. This new innovation service and product also can increase our customer
satisfaction because the higher customer satisfaction can lead our hotel towards
customer loyalty.
Customers can get all services provided through our hotel app. In the
application, we have included all the information about each service and we also
provide the steps how to use the app in our hotel’s official website, so customer will
always can refer how to use our hotel application.
The Uniqueness of The Product :
Room to Room Spa Service
Let the relaxation and rejuvenating comes to you with one of our room to room spa
service provided by Lex Spa. Enjoy special massage and facial packages that our spa
provided like custom massage, aroma journey massage, calm mind massage, mother-
to-be harmony massage, facial treatment and revitalizing hot stone massage to your
guest room. We have a team of highly and well-trained therapist and lovely staff that
provide well handed you with ultimate inner beauty and outer bliss. Our staff only the
best and high-quality ingredients, so our customer will get the meaningful spa service
experience from our hotel such as for mother-to-be harmony massage, we use Chinese
geranium-infused oil that promotes feminine energy and has a harmonizing effect but
it’s not recommended during the first trimester of pregnancy. It will help the mother-

6
to-be release tension in their lower and upper back and alleviate swelling in the hands
and feet. Besides, we only use best quality river stone for hot stone massage and adds
a body oil that have wonderful aromatic element to the experience with rosemary,
juniper and grapefruit essences to reduce stress and energize the body. We also use
the best and high quality essential oil in our aroma journey massage, customer can
choose three aromatherapy blends infused with essential oil like harmony, lavender or
revitalizing that made from organic ingredients. This aroma massage can restore your
health and reawaken your sense.
The price for our room to room spa service is very affordable, even we only
use high quality ingredients in our room spa service, we will try to offer the best price
than other hotel spa service to our customer to make them happy and satisfied with
our service. Our room spa service always will try to offer some special discount in our
spa package to the customer at any special day like school holiday, but we always
open some weekend discount like deducting 10 percent or 5 percent discount. So,
customer who come to our hotel in the weekend can get this special discount.
Snacks Preparation Room Service
This is new type of room service at our hotel. Snacks preparation room service is
service that provide various types of snacks like chips, beverages, biscuits, sweets and
many more to customer who comes to our hotel because we know everyone always
love fast food especially children. Customer can order the snacks and beverages when
they want booking the hotel room, our staff will prepare all snacks that you ordered
before you check-in your hotel room, so customer doesn’t need to waiting for the
snacks and beverages. Besides, they no longer need to buy or bring snacks and
beverages from outside anymore, so customers who comes to our hotel will not bring
a lot of stuff while on vacation. Next, our staff ensure all your orders are complete and
arrange all the snacks and beverages in your hotel room perfectly. To make sure this
snacks room service can run smoothly, our hotel management decide to added a mini
fridge in each of our hotel room for convenience of our customer to store their
beverages. For the price, we will try to offer very affordable price for all the items, we
also try to make special combo promotion for all items such as buy one free one or
combo beverages with biscuit can get five percent discount.

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Hotel Application
Hotel application is using for carry out all service matter in our hotel like food order,
extra necessities room service, for booking in room spa service and many more. This
is app will improve our hotel service to give customer best hotel service ever and
attract new customer come to our hotel. This application also can enhance our
customer experience and improve work’s quality of our hotel staff. This application
enables all our hotel services run smoothly. we also can know how the expectations of
our customers are reaching all the time because customers can give some feedback
and rates our hotel services.
By using this application, customer can know all the information about our
hotel and what service that we provided for them. In this app, customer can see all the
special offer and discount from our hotel service. There also e-voucher or coupon that
customer can use to get more offer, but the e-voucher or coupon can only be
purchased within a special day and special persons. For example, customer can get the
e-voucher if they come to our hotel during school holiday and public holiday or when
that customer having birthday in that month, they can get e-voucher to get special
offer as a present from hotel management. This application can be accessed for 24
hours, so customer can use this app at any time they wanted. Lastly, we will always
update about the sales that we provide and if there any change of information and
situation about our hotel.
The Locality of The Product :
Partner with Local Food Supplier
Our hotel more prefer to cooperate with local food supplier because it’s more flexible.
The local food supplier is typically more reactive than suppliers who are further away.
They can deliver the product quickly if our hotel having shortage of food stock
problem. Other than that, being partner with local food supply it can reduce our hotel
supply chain cost like transportation and delivery cost. We get food supply chain from
local supplier because we can get the snack and food material stocks at affordable
price than other external suppliers. So, our hotel can market and sell the snacks and
foods at cheaper price to our hotel customer. Besides, our hotel also tried to use local

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food ingredients like meat product, dairy product and coffee product that can offering
more local dishes to the customer especially customer from overseas. Moreover, using
local food product we can guarantee the food cleanliness and customer loyalty
because we know that some customers more prefer local food products. This is can
increase our customer satisfaction and experience of our hotel services.
Collaborate with Local Small Business
Our hotel management choose to cooperate with local small business to help them
expand their business market. Among the local product that we get from them are
traditional Malaysian snacks for us to sell to our hotel customer such as “rempeyek”,
“kerepek ubi”. “kerepek pisang” and many more. So, our hotel customer can order
traditional snacks in our hotel application and then our staff will deliver to their room
or they also can buy it at our lobby’s hotel because we invite them to come to sell
their products. Other than that, we also had collaborated with local “batik” business
because we want to introduce “batik” to other community from other countries.
Customer can get this “batik” products at our lobby’s hotel too because we
provide them place that they can sell their product. Some customer from overseas
looking for unique experience and find new things, so the collaboration with small
local business can give them best experience when they come to our hotel because
they can try and bought our traditional products. The customers can get more
information about this local product from our hotel application and website because
our staff always update about all the information and sale that we will provided.

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4.0 DEVELOPMENT AND THE TRAILS OF THE PRODUCT
Hotel Grand Lexis has provided several services to its customers. Among
them is providing a spa for customers who are in the hotel. Visitors to this hotel will
not be complete without a refreshing visit to LexSpa. This tranquil oasis offers a
pampering menu of refreshing massages and beauty treatments to help cleanse,
detoxify and heal the body and mind from the hectic pace of modern life. A team of
trained therapists and attentive staff are always on hand to provide the best indoor and
outdoor happiness in any stylish private room.
LexSpa has provided several packages for visitors such as healing massage
therapies, detoxification body wraps and purifying body scrub. Each of these
packages has various prices and attractive services to choose from. Each service also
has different advantages and ways. In addition, the time is also different for each
service and some also have the same time between each other. Furthermore, on public
holidays, LexSpa has also offered attractive promotions such as making a price
reduction of several percent. This is because at that time, the visitors who booked the
hotel were very many.
At the same time, there is a promotion which packages the room once with the
spa. This makes visitors feel interested in ordering it. In addition, Hotel Grand Lexis
has also made a package to Public Bank Cardholders Privileges of 15% off any spa
treatment at Lexis’s Exclusive Onsite Spa. For those who have AEON Cardholders
Privileges can also get 10% off to enjoy the spa.
Despite so many offers that have been offered, but there are some visitors who
feel less comfortable because covid-19 is still available and still spread. So, we have
created the latest service where all visitors can use this spa service. With this service
as well, visitors do not have to bother to be in a crowded area and can avoid the
spread of covid-19.
Now, we have made new service improvements at this resort and hotel with
the availability of fast food preparation services provided in every room, spa services
from room to room and the improved ease of use of our resort application. This allows
customers to order the services offered by the hotel.
Among the innovations made by the hotel is about spa services. In our resort
which was originally a spa service initially done in a special place has been innovated

10
in the form of providing personalized spa services from room to room. This is to
provide comfort and safety to customers staying at this resort who want our spa
services. Therefore, customers can book their spa services through the app that we
have made improvements to simplify and simplify the booking process by customers
to us.
In each development that has been innovated in some of these products and
services, the hotel and resort has provided facilities to its customers such as websites,
hotel applications, through phone calls and others. For customers to keep track of
what they want while at our hotel or resort, they can go directly to the apps, website
or phone call only. This method can reduce the movement of customers in obtaining a
service.
But for room -to -room spa services, customers who want it need to make a
reservation in advance so that no problems occur. This can avoid problems for the
hotel in the process of preparing the goods to be used to customers.
Therefore, to ensure what the hotel and resort has done after renewing or
innovating a service and product, we can make developments and traces in each of the
upgrades. This can please customers when staying at such hotels and resorts.

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5.0 TOOLS THAT CURRENTLY BEEN USED TO MARKET
THE PRODUCT/PROCESS/SERVICES
We are aware that every hotel in the country or internationally provides
products or services for the convenience of tourists who visit the hotel. It is
undeniable that the tourism industry has aided Malaysia's economic growth. Datuk
Sabaruddin Chik, former Minister of Culture, Arts, and Tourism, stated that the
tourism industry will continue to offer a total of RM 15.2 billion by 2000, which is
more than expected. Based on this fact, all parties' efforts should be increased so that
all tourism-related planning can proceed smoothly. Travel agencies can also play a
role by providing affordable travel packages so that tourists are easily enticed and do
not have trouble when going to visit our country. Providing a good service can
encourage tourists' desire to return to the hotel. The Grand Lexis Hotel for example,
provides gymnasium services, a karaoke room, spa, games room and other amenities.
The Grand Lexis Hotel provides comfort and convenience to all guests,
whether they are working or travelling Port Dickson on vacation. The Grand Lexis
Hotel provides a variety of amenities and services to ensure that guests feel at ease
and have a pleasant holiday experience. You can also take advantage of facilities and
services such as free Wi-Fi in all rooms, Wi-Fi in public areas, a car park, room
cleaning service, and family room packages. Besides that, each room has an elegant
design and is outfitted with all basic amenities such as comforters, pillows, bath
towels, and so on. The hotel provides a variety of recreational opportunities for guests
to explore all the areas and places at the Grand Lexis Hotel Port Dickson. The hotel
also has well-trained and highly professional staff to ensure that guests feel more
comfortable while staying there.
Among the services which should be renewed is a mini fridge service wherein
the hotel employees will fill the fridge with fizzy drinks such as canned water in
various tastes such as Pepsi, Coca-Cola, 100 Plus, F&N, and drink box water in tastes
such as chocolate, mango, apple, and many others. In addition, we will serve snacks
to guests who have booked hotel rooms with us. This is due to the hotel's previous
policy of only providing mineral water to hotel guests. Hotel Grand Lexis' innovations
include the provision of multi-flavoured drinking water placed in a mini fridge as well
as light snacks to hotel guests, which will indirectly assist hotel guests who may need

12
a drink or snack in the middle of the night without having to go to the cafe or go out
and buy it.
Furthermore, it is logically important that guests do not have to get down or
out just to get a can of drink. Not only that, even though there are guests who are not
considerate regarding leaving the room to get a cool and refreshing cold drink.
Canned water, for example, will be placed in each room's fridge, and each purchase
will have to be written on a piece of paper with the types of drinks and paid for at
check-out. Because guest satisfaction is a priority for the hotel, the renewal of this
mini refrigerator service will indirectly make things easier and save time for guests
staying in our hotel.
The next newness feature is the mobile spa service, which would move from
room to room if guests would like to use it. This mobile spa service is like the room
cleaning service from one room to another. Guests only need to book using the
spa hotel's app, where they only need to fill in the date and time to get the mobile spa
service. Prior to the refurbishment, the spa service was only available in a specific
place inside the hotel, like the spa and beauty centre located on the ground floor of the
Hotel Grand Lexis.
In addition, Hotel Grand Lexis' mobile spa services provide a variety of spa
treatments which including facial spa, spa massage, foot spa, manicure, and pedicure.
By performing this facial spa treatment, hotel guests who use this mobile spa service
will receive nutrition for their facial skin. We already know that every face needs
proper nutrition to look energized and radiant. The guest's face will look younger and
more elastic after receiving this facial treatment. This is because it will also remove
dead skin cells, which cause your skin to seem so dull and lifeless.
Moreover, this facial spa treatment can repair your skin's DNA while also out
their skin tone. It can also smooth and brighten their skin, as well as reduce the effects
of acne and blackheads on their face. This is related to the reasons that by undergoing
this facial spa treatment, it can also fade freckles on the face. However, this facial spa
must be done on a regular basis, in other words once a month, to make their face look
younger, fresher, and more radiant.

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Further to that, the existing hotel application is used to manage all service
issues such as food ordering, room service for extras, bookings in room spa services,
and so on. An enhancement that can be made is the ability to order items such as
pillows, mattresses, blankets, and so on through apps. This hotel app could also be
used to report problems such as broken air conditioners and other equipment failures.
This app will improve our hotel services to provide best hotel services possible to our
customers while also gaining more customers to our hotels. The app can also improve
our customers' experiences and the quality of our hotel staff's work. This app ensures
that every one of our hotel services run smoothly.
Rest at a five-star hotel or resort accommodation that provides spa and
massage services to hotel guests. These services are popular among guests,
particularly female guests, because they help to relieve fatigue and stress.
Furthermore, all guests wish to spend a relaxing vacation in the atmosphere of a
luxury hotel or resort while being warmly treated at the spa treatment centre provided.
Those looking for a different experience can pamper themselves at the spa centre
while staying at the hotel. As a result, Hotel Grand Lexis provides a mobile spa
service to meet and facilitate the movement of hotel guests.

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6.0 IMPROVE THE PRODUCT/PROCESS/SERVICES USING
INNOVATION CONCEPT AND SUGGESTION OR
RECOMMENDATION ON HOW TO MARKET AND SUSTAIN
THE SERVICES IN THE INDUSTRY
Our company tries to give the best product and service to the customer. So for
our hotel, we make some innovation for product and services to our customer and also
improving our product and services. Improving the product and services can give
better quality and able to keep the services in the market. The first service
improvement for room-to-room spa services is to provide ease of booking. This is
because nowadays many customers want to book treatments online. Online booking
can be part of the experience guests go through with the spa. With this online booking,
customers can save their time to make a booking without having to spend their energy
to go make a booking face to face. This will make customers more satisfied in a more
efficient way of service. After that, we will improve the services by giving the best
training to the staff. When hiring new staff, we need to make sure that we give the
best training program like 3-4 week training about the treatment training, good service,
and product knowledge and so on. This is because when they participate in a training
program, they will be more efficient and thorough when doing any work. Competent
staff will give good services to the customer.
Next, we can improve our service by asking the customer for feedback.
Customer feedback can guide the improvement of the customer experience and can
empower positive business change. To get the information from customer feedback
we can collect it by direct asking, social platform, or online surveys. From the
customer feedback, they will share their opinions about an experience they have with
our service is helpful information that we can use to adjust our business to fit their
needs more accurately so that they will be satisfied. Last is, give discounts and gifts to
customers. Since most customers love discounts and gifts, so we will give discounts
to those who just want to try the room-to-room spa services for the first time. This
will further attract customers to try the services we provide. In addition, we will also
give some gifts such as a face mask sheet, essence oil, and face mist as a reward for
being willing to accept our services.

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The second service improvement is improved ease of use of our hotel apps. In
these apps, the customer will be easy to order our services such as food, spa, and other
necessities. So, to improve the application we need to allow customers to checkout as
guests to avoid signing up. This is because sometimes some apps need to sign up first
before making some checkout or order. So, this will make customers feel burdened
when they want to place an order quickly. Other than that, signing up will make
customers less comfortable because they have to share their data with us. Next, we
can allow the regular customer to reorder quickly. For example, in the application, we
can set up a ‘favorites’ section in the system based on the customer's previous order.
This is means they can reorder their favorite items in seconds, with just a single tap.
This is a useful shortcut allowing customers to get their order very quickly and
helping companies to get more orders. Therefore, to make it easier for customers to
enter the application or to download the application, they only need to scan the QR
code on the card provided by the staff. When the QR code scan is successful, they will
be taken directly to the website to download the application. This can save time and
can make it easier for customers to download applications for those who do not yet
have the application provided by the hotel. Last is, choose the correct type of layout
that presents our best services. For example, customers need to be provided with good
visuals and images of the items also a good section to make an easy order.
The third service improvement is the snack preparation service for each room.
As we know, most hotels do provide coffee or tea to customers for each room, so we
wanted to improve by providing snacks for each room that are easy to eat such as
crackers, canned water, sweets, and so on. This will pay attention to the customers as
some customers like to chew on snacks when they are bored or hungry. As for
children, they are very fond of snacks such as chocolate or candy. Next is always
restock the food before customers check-in the room. To maintain the quality of
service, we must always restock the snack so that snacks will always be available for
each room. For the preparation of snacks for each room, the housekeeper should
always check that the snacks are not leaking or damaged before placing them in the
room. This is because, when there is a spoiled snack, it will affect the environment of
the room as the bile will become smelly, and also the customer will be uncomfortable
staying in the room. In addition, this will also affect the quality of hotel services and
customers will be more likely to leave negative feedback. Last is to put the snack in
the closed storage rack. This is because to ensure that the snacks are not too exposed

16
to prevent the food from spoiling if the food is exposed to bacteria. So, to prevent
customers from eating spoiled food and food poisoning, we are here to ensure that the
snacks are in a place that is not exposed. Food poisoning is often caused by bacteria
from food that is stored, prepared, handled, or cooked incorrectly. Food contaminated
with food poisoning bacteria may look, smell, and feel normal. If food is not stored
properly, bacteria in it can multiply to dangerous levels and cause poisoning.
Lastly, to ensure that this innovative service runs smoothly, we must improve
each service provided to customers so that customers are satisfied with the services
provided. At the same time, the hotel can always maintain the quality of service and
products. Many improvements can be applied and adopted by the hotel to always be a
hotel that can achieve a level of customer satisfaction.
It takes a long time for a company to be acknowledged for its high level of
performance. However, maintaining performance can be a significant difficulty. So
here is the suggestion or recommendation on how to market and sustain the product in
the industry which is the company should know their target market, according to the
proposal and guidance on how to sell the goods. This is usually determined by the
demographics of the customers, as well as their occupation and other factors. The
Lexis Hibiscus caters to the lower-middle-class and middle-class demographics. It's
because, as we can see, the Lexis Hibiscus' price is moderate and economical. When
compared to other hotels, Lexis Hibiscus is unique in that it offers a room-to-room
spa service. This should be the greatest technique for marketing their items; with these
benefits, they can attract customers.
The next proposal and recommendation is that they take advantage of the
situation. Lexis Hibiscus seizes the opportunity presented by technological progress
and uses it to enhance their business. During the Covid-19, for example, they
developed snack preparation room service, which is also utilized in the mobile app.
This should be the ideal technique for widely marketing their product. On the other
hand, they should always pay attention to their consumers' input in order to develop a
long-term strategy that will help them better their business in the future. Because there
will always be challenges with every invention, and the corporation will better their
services or product as a result. When a product first enters the market, the major issue
is determining how to keep it there. During the promotion of their product, the
corporation has several problems, including competition, client satisfaction, and so on.

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Not just that, always stand out from the crowd also one of the
recommendation on how to market and sustain the services on the market. The Lexis
Hibiscus should constantly be unique in order to attract clients' attention. Instead of
taking a step back and looking around, this may be a great technique for market
penetration. Determine the trends that Lexis Hibiscus rivals normally follow.
Determine which kind of company demands must be met and concentrate on the most
important strategies. Move forward in the proper path and speed ahead by
determining what the audience typically wants. This would enable Lexis Hibiscus to
upgrade or adjust the aspects of its services while maintaining company development.
A fresh method will almost certainly provide new prospects for growth. also one of
the recommendation on how to market and sustain the services on the market.
Next, avoid cost-cutting measures. Lexis Hibiscus would be unable to handle
things with the existing set of resources if it was aiming to lower the expenses for a
certain procedure. When it comes to surviving amid a crisis like covid19, rivals will
always seize the chance and be in a better position to market services. Lexis Hibiscus
would never know when it will be left behind by a rival that dominated the market.
Because of that, never seek out insights. When Lexis Hibiscus or any
organization asks for comments, consumers usually use phrases like 'better,' 'cheaper,'
and 'faster.' Customers would never compare your services to competitors or reveal
the keys to improving them. If Lexis Hibiscus follows the customer's recommendation,
the business will not develop, and Lexis Hibiscus will leave the door open for rival
assault.
Other that that, Overcome the lock-in phase. Lexis Hibiscus may not gain
traction and will continue to follow previous marketing practices. However, such
behaviour will not work since rivals would be able to foresee Lexis Hibiscus's
movements. So, when confronted with a situation, it's always best to be brave. Seek a
solution to obstacles in your own manner. Lexis Hibiscus would then be content with
her success rather than becoming a less predictable target.
Experiment and test. Lexis Hibiscus will be unable to forecast the impact in
competitive marketplaces, even if Lexis Group has planned for the future. Rather,
spend on doing practical exams. Examine feedback to make improvements and
compete much better. Allow testing to get Lexis Hibiscus closer to what the market
values, rather than what rivals are eager to give.

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The other recommendations is improve the brand's image. Placing banners in
front of the Lexis Hibiscus offices will undoubtedly draw people's notice.
Furthermore, it would convey the impression that Lexis Hibiscus is contemporary and
unique from the competition. Lexis Hibiscus should reconsider creating business
cards because the graphic highlights the company's unique selling value. Lexis
Hibiscus should also redesign its website, which provides a glimpse of the company's
operations. Today's marketplace is becoming more active online, and Lexis Hibiscus
should consider strengthening its online reputation, which eventually improves brand
image and helps to sustain Lexis Hibiscus company growth in the long run. If Lexis
Hibiscus holds business meetings in the Lexis Group office, Lexis Hibiscus may
always acquire reputable brand correspondence.
Also, predict the future. Businesses that strive for expansion outperform those
who are satisfied with their return on investment. Lexis Hibiscus should keep up with
current events in addition to studying consumer trends. Lexis Hibiscus should also
invest in technology and develop new marketing strategies on a regular basis in order
to continue business growth. Lexis Hibiscus should do research and, as a result, use
several digital marketing techniques in order to increase its online visibility. Lexis
Hibiscus should be clear on what Lexis Group needs to do this year and be eager to
build future scenarios as the year goes. Being able to predict the future supports the
long-term stability of a firm, which is a crucial characteristic of a visionary
entrepreneur. I hope Lexis Hibiscus has improved the business IQ.
Be the best leader that Lexis Hibiscus can be. Lexis Hibiscus must always
motivate and encourage teams in many areas in order to reach corporate goals. Lexis
Hibiscus should always pay a reasonable wage rather than dazzling them with the
nicest ambiance or flexible working hours. Lexis Hibiscus, in reality, should play a
part in career growth and never consider attrition. It is futile to criticize an
experienced expert who is well-known for his or her talents and qualities.

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But here are some suggestions on how they might keep their product on the
market. The first step is to set aside time to collect feedback. Lexis Hibiscus should
collect feedback from clients in order to enhance their services or product in the
When a product first enters the market, the main issue is determining how to store it
there. While promoting their products, corporations have several problems, including
competition, customer satisfaction, and so on. But here are some suggestions on how
they can keep their products on the market: the first step is to take the time to gather
feedback as well as respond to any comments and suggestions given by customers.
Lexis Hibiscus should collect feedback from customers to improve their services or
products in the future. Unsatisfied customers will provide ideas and ways for us to
make improvements. Indirectly this will improve the quality of our service. In
addition, replying to all comments, suggestions and feedback on social sites will make
customers feel they are valued. Customers who feel they are valued because
suggestions and feedback from them get our attention and they will always want to
deal with us because in this day and age everyone wants a quick response especially if
we do service.
Lastly, do a lot of promotions and advertisements on social media because in
this age of technology customers like to see a review in the form of a video and a
clear picture. The hotel management needs to make a video about what is special
about the service or package offered to the public because these days everyone loves
visuals that can make them imagine being there. As well as constantly doing
promotions and advertisements of course customers will be more interested to visit
and use services provided in this hotel.

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8.0 CONCLUSION
To conclude we have made innovations in terms of service. This is because it
will be fun and easier for us to adjust the system so that it runs smoothly. to improve
our hotel’s service by adding new services such as snacks preparation service, room to
room spa service and improved our hotel application This will save them time to get
our service. Before the Covid-19 pandemic hit the party had partnered with local food
suppliers and Local Small Businesses. This is because the cleanliness and freshness of
the food can be guaranteed. In addition to being able to improve their economy. The
room -to -room spa services are particularly productive during this pandemic season.
We also want to follow the passage of time that is just with their fingertips and online
they can make reservations. All the innovations made have been made according to
the passage of time and customers can take advantage of it. These innovations and
equipment used are also easy to access and we will also help them if they experience
difficulties when booking our services. Despite the sophisticated and modern
equipment used we will always be ready to serve if a customer needs any assistance.
we will always take care of hospitality and will always innovate for the convenience
and safety of our customers.

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9.0 REFERENCESS
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