Introduction about company
The process of formation and development
Illustration:https://cafeland.vn/tin-tuc/ascott-cung-cap-dich-vu-quan-li-van-hanh-voi- king-crown-infinity-104378.html
The Ascott Limited, based in Singapore, has established itself as a prominent international lodging owner-operator, boasting a diverse portfolio that encompasses over 200 cities across more than 30 countries, including regions in Asia Pacific, Central Asia, Europe, the Middle East, Africa, and the USA.
Ascott has more than 76,000 operating units and over 57,000 units under development, making a total of more than 133,000 units in over 800 properties.
The company offers a diverse range of serviced apartments, coliving spaces, and hotel brands, including Ascott The Residence, The Crest Collection, Somerset, Quest, Citadines, lyf, Préférence, Vertu, Harris, Citadines Connect, Fox, Yello, Fox Lite, and POP!.
Ascott’s loyalty programme, Ascott Star Rewards, offers exclusive benefits to its members when they book directly with Ascott for their stays at its participating properties.
Ascott, a wholly owned subsidiary of CapitaLand Investment, pioneered Asia Pacific’s first international-class serviced apartment with the opening of The Ascott Singapore in
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1984 Today, the company boasts over 30 years of industry track record and award- winning brands that enjoy recognition worldwide
Since its entry into the Vietnamese market in 1994, The Ascott Limited has made significant investments and launched international projects in prime locations within Hanoi and Ho Chi Minh City.
It is known that Vietnam is Ascott's largest investment market in Southeast Asia - where the demand for serviced apartments is very large.
Ascott is the leading international serviced apartment owner and operator in Vietnam, boasting nearly 7,000 rooms across 27 complexes located in major cities such as Hanoi, Hai Phong, Ha Long, Nha Trang, and Ho Chi Minh City, including Binh Duong.
In Hanoi, Ascott currently manages Somerset Grand Hanoi, Somerset Hoa Binh and Somerset West Lake In Hai Phong, Ascott manages Somerset Central TD Hai Phong City.
In Ho Chi Minh City, Ascott manages Somerset Chancellor Court, Somerset Ho Chi Minh City, Somerset Vista, Vista Residences and Diamond Island Luxury Residences.
Ascott Vietnam is set to expand its presence in the country by launching several new apartment complexes in the coming years This expansion will include notable properties such as Ascott Waterfront Saigon, Citadines Bayfront Nha Trang, Citadines Regency Saigon, Citadines Central Binh Duong, Citadines Blue Cove Danang, Citadines Marina Halong City, Somerset West Point Hanoi, Somerset West Central Hanoi, Somerset Danang Bay, Somerset Dimension Ho Chi Minh City, Somerset Feliz Ho Chi Minh City, PentStudio, and Diamond Island Luxury Serviced Residences.
The Ascott Limited not only constructs apartments but also emphasizes creating resort-style accommodations tailored for diverse visitors Whether catering to busy professionals, celebrities, active young adults, or traveling families, The Ascott offers a variety of suitable lodging options across its projects.
Achievements and awards The Ascott Vietnam:
●2017 World Travel Awards for “Top Brand of Condominiums” in Asia.
●DestinAsian Readers Award “Choice Awards 2017 for “Best Serviced Apartment Brand”.
●2017 TTG China Travel Awards for “Best Apartment Operator in China”.
●2016 Asia-Pacific Hotel Award for “Best Serviced Apartment Brand”.
●Award “Best Serviced Apartment Operator in China” awarded by TTG China Travel in
2016 and “Best Serviced Apartment Brand” award voted by readers of DestinAsian 2016.
●World Travel Awards 2015 for “Leading Serviced Apartment Brand” in Belgium, France, Germany, Hong Kong, Philippines Singapore, Spain, Thailand and Vietnam.
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●Award “Best Serviced Apartment Brand 2015” awarded by ‘Business Traveler Asia – Pacific’ magazine.
●Business Traveler UK Awards 2015 for “Best Serviced Apartment Group”.
●Business Traveler Middle East Awards 2015 for “The best serviced apartment group in the Middle East region”.
●2015 Business Traveler China Awards for “Best Serviced Apartment Brand” and “Best Serviced Apartment”. b History and development about Somerset
In 1998, Pindemco Land launched its serviced apartment brand, Somerset International, and expanded its portfolio by acquiring Liang Court Holding, a leading serviced apartment provider in Asia This strategic move led to the creation of Somerset Holding, which managed over 3,200 rental units across 15 major cities in Asia.
Around the same time, Scott Holding merged with Stamp Group - a subsidiary specializing in providing serviced apartments of DBS Land to become Ascott Ltd, owning
DBS Land, a subsidiary of DBS Bank—the largest bank in Southeast Asia established by the Singapore government—offers 1,500 rooms for rent across eight cities.
Since 2000, Somerset Holdings has merged with Ascott Ltd In 2002, Ascott Ltd acquired the shares of Citadines and became the largest group in Asia in the field of serviced rooms.
As the world's largest serviced apartment management group, Ascott is also just a member company of an even larger "giant" - Capitaland Group.
Ascott is renowned for its Somerset brand, which has established a strong presence in Vietnam since the launch of Somerset Grand Hanoi and Somerset Ho Chi Minh City in 1997 These serviced apartments have become popular among tourists and residents alike, solidifying Ascott's reputation as a leading international standard serviced apartment management group in the region.
The Somerset brand is the preferred choice for families seeking a home-like experience, offering fully equipped apartments that provide a sense of peace and comfort In contrast, Citadines appeals to vibrant individuals looking for an attractive and dynamic atmosphere.
Somerset stands out as a premier resort choice for travel-loving families and successful professionals, offering regular activities that include visits to scenic spots and local culinary experiences These engaging experiences not only create lasting memories but also foster stronger bonds among family members.
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The Somerset brand management team upholds exceptional service standards across all departments, ensuring that every employee, from security to customer care and gym consultants, contributes to a cohesive and high-quality experience for guests.
The Somerset brand, part of the Ascott Group, has consistently been honored with the "Top Serviced Apartment" award at the World Travel Awards, establishing itself as a global leader in the serviced apartment industry.
Some typical projects of Somerset:
●Somerset Grand Hanoi – Hanoi Tower – No 49 Hai Ba Trung, Hoan Kiem, Hanoi.
●Somerset Hoa Binh – No 106 Hoang Quoc Viet, Cau Giay, Hanoi.
●Somerset West Lake – No 254D Thuy Khue, Tay Ho, Hanoi.
●Somerset Chancellor Court HCMC – No 21-23 Nguyen Thi Minh Khai, Ben Nghe, District 1, Ho Chi Minh City.
●Somerset HCMC – No 8A Nguyen Binh Khiem, Da Kao, District 1, Ho Chi Minh City
●Somerset Cam Ranh Bay – Lot D14C, North Peninsula Tourist Area, Cam Lam, Khanh Hoa.
●Somerset Feliz District 2 – Thanh My Loi Ward, District 2, Ho Chi Minh City.
●Somerset Danang Bay – Hai Chau district, Da Nang city.
●Somerset Central TD Hai Phong City – Area A, TD Plaza, Lot 20A, Le Hong Phong, Hai Phong city
Starting to appear in Vietnam since the early 90s of the last century, Ascott is known for its large investments in Vietnam.
Ascott's real estate holdings in Vietnam are highly valuable, strategically situated in the heart of Hanoi and Ho Chi Minh City, the country's two largest urban centers.
In 2012, the Ascott Real Estate Investment Fund, known as Ascott Residence Trust (Ascott Reit), generated total revenue exceeding 33 million USD (over 600 billion VND) in Vietnam Notably, the Somerset Grand Hanoi contributed more than 10 million USD (over 200 billion VND) in room rental income, making it the most valuable asset in the portfolio, valued at over 74 million USD (approximately 1,500 billion VND).
HR statistic
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In the economy, the participation rate of women in the labor force is 47%, which is 6 percentage points lower than the 53% participation rate of men Additionally, men have a higher proportion of technically trained laborers compared to women Traditional gender roles often associate women with motherhood and familial responsibilities, while masculinity is linked to traits such as self-assertiveness and goal orientation Masculine attributes are connected to positive work-related behaviors, including a sense of personal accomplishment and effective problem-solving skills, whereas feminine traits, like seeking approval and employing avoidance coping strategies, may be undervalued in professional settings This disparity suggests that masculine traits could enhance perceptions of Human Resource Management (HRM) practices and, in turn, employee engagement Thus, gender is likely to influence the relationship between HRM practices and job engagement, leading to the formulation of specific hypotheses.
Gender moderates the effect of HRM practices on employee engagement The positive relationship between HRM prac-tices and employee engagement will be stronger for males than females.
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Marriage plays a significant role in shaping societal expectations, particularly in task-oriented settings where married mothers are often subject to negatively biased performance expectations As an integral part of the domesticity system, marriage triggers gendered norms that dictate behavior, ultimately influencing workplace outcomes The marital status of mothers can act as a moderating characteristic, with married mothers facing diminished job engagement and other negative consequences due to the perceived separation between their home and work spheres.
That married employees will significantly weaken the interaction between HRM practices and employee engagement will be significantly weakened Therefore, the following hypotheses can be proposed:
Marital status moderates the effect of HRM practices on employee engagement The positive relationship between HRM practices and employee engagement will be stronger for single employees than married employees.
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In spite of having no qualifications for it, they got the job.
Lower secondary education (less commonly junior secondary education) is considered the second and final phase of basic education
Level 3 secondary education serves as a crucial transition before entering tertiary education While all countries strive to offer fundamental education, their systems and terminologies differ significantly This stage usually follows six years of primary education and leads to higher education, vocational training, or direct employment opportunities.
Providing skills and education that prepare you for a job
Get the most jobs Education has a broader meaning, including professional qualifications.
An undergraduate academic degree is granted by colleges and universities after a student completes a course of study that typically lasts between three to six years, depending on the institution and the specific academic discipline.
Some bachelor's degree jobs offer a high return It's common knowledge that earning a graduate degree can lead to a high-salary job.
College degrees generally fall into four categories: associate, bachelor's, master's, and doctoral Each college degree level varies in length, requirements, and outcomes.
A degree awarded at some universities, studied at a lower academic standard than an honors degree
Honors degree has various meanings in the context of different degrees and education systems, but statistically it's not received.
HR policies
Labor rules
SOMERSET CO., LTD SOCIALIST REPUBLIC OF VIETNAM
Independence - Freedom - Happiness Number: , the day month year
Pursuant to the Labor Code of the Socialist Republic of Vietnam dated November 20, 2019;
Pursuant to the Government's Decree No 45/2013/ND-CP dated May 10, 2013 detailing a number of articles of the Labor Code on working time, rest time and occupational safety and hygiene;
Pursuant to the Government's Decree No 05/2015/ND-CP dated January 12, 2015 guiding the implementation of some contents of the Labor Code;
The Government's Decree No 148/2018/ND-CP, issued on October 24, 2018, amends and supplements several articles of Decree No 05/2015/ND-CP, which provides guidance on the implementation of certain provisions of the Labor Code.
Based on production and business organizations and labor organizations in enterprises;
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After exchanging and agreeing with the Executive Committee of the Company's Trade Union;
The Director of the Company promulgates the Labor Regulations in the Company including the following provisions:
Labor regulations govern employee discipline within enterprises, outlining the procedures for addressing violations and the consequences for employees who breach these rules They also establish the material liability of employees for any damages caused to the company's assets due to disciplinary infractions.
The labor regulations apply to all employees working in the enterprise in the form and types of labor contracts, including employees during probationary or apprenticeship periods.
Article 3 Apply, modify and supplement
Matters not specified in this Labor Regulation shall be resolved in accordance with the provisions of labor law.
The company reserves the right to amend and supplement this regulation on a case-by-case basis, in accordance with changes in the company's policy and labor law Any amendments will be registered with the Department of Labor, War Invalids and Social Affairs and communicated to all employees in a timely manner.
The contents specified in this Regulation take effect from the date of certification of registration by the Department of Labor, War Invalids and Social Affairs.
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CHAPTER II WORKING HOURS - REST TIME
Article 5 Working time and rest
Working hours of the week:
+Number of hours: 40 hours per week
+Specific date: Monday to Friday
-Working time of the day:
-Weekly break: Saturday and Sunday.
Working time can be adjusted based on job requirements or actual conditions The adjustment will be communicated in advance to the employee.
In case due to the nature of work must work during the weekends and breaks, alternate breaks will be arranged at the appropriate time.
Employees are entitled to leave work, enjoy the full salary of 10 holidays in the year, specifically:
+ New Year's Day: 01 day (01/01 calendar) download by : skknchat@gmail.com
+Lunar New Year: 05 days (01/01 lunar calendar)
+Hung Vuong's anniversary: 01 day (10/3 lunar calendar)
+International Labor Day: 01 day (01/5 calendar)
+National Day: 02 days (02/9 calendar and 01/09 or 03/09).
If the above holidays coincide with the weekly holidays, the employee is entitled to compensation leave on the next day or according to the arrangement of the Company Director.
1.Employees who have full 12 months working at the company shall be entitled to 12 days of leave for the full year of full salary.
2.In case of insufficient years of work (working for less than 12 months):
To calculate the annual leave days, sum the total number of annual holidays and any additional leave days based on seniority, then divide this total by 12 months Multiply the result by the actual number of working months in the year to determine the total days taken annually.
The result of the calculation rounds the number of unit rows, if the decimal part is greater than or equal to 0.5, then round up to 01 unit.
3.For every 05 years of working at the company, the number of annual holidays shall be increased by 01 day.
Employees are entitled to one day off each month, which can be accumulated if not taken Additionally, they have the option to utilize a one-time annual leave, provided it does not disrupt work responsibilities.
Employees seeking to take leave must submit a leave of absence request and receive approval from their direct manager or director In the event of any changes to the leave schedule, it is essential for the employee to promptly inform their manager or director Additionally, any alterations to the number of approved leave days will require the same application and approval process as the initial request.
-In cases where there is a leave of 05 days or more, an application must be made in advance of 02 weeks.
-In case of emergency, take time off during the day, the employee can notify by phone to his superiors before 8 am that morning.
When employees take annual leave and travel by road, railway, or waterway, the first two days of travel are included in their leave However, any travel beyond the second day will be considered additional travel time and will not count towards their annual holiday This means that only one break per year is accounted for, regardless of the travel duration.
6.How to deal with the number of holidays that have not been taken off in the year:
Unused holidays will roll over to the next year, but employees are required to utilize their remaining leave by March 30 of the following year.
Employees who have resigned, been terminated, or have not utilized their full annual leave entitlement for any reason are entitled to receive monetary compensation for any unused vacation days.
-If the employee is sick, the employee or relatives of the employee must notify the Company as soon as possible.
Employees who take more than three consecutive days off due to illness must submit a sick leave application along with a medical certificate from a healthcare provider Failure to do so will result in deductions from their annual leave balance.
-During the period of sick leave as prescribed by the medical examination and treatment establishment, the employee is entitled to the sickness regime as prescribed by the social insurance.
-The maximum time for employees to receive sickness benefits is as follows: download by : skknchat@gmail.com
+30 days/year if social insurance has been paid for less than 15 years;
+40 days/year if social insurance has been paid from 15 years to less than 30 years;
+60 days/year if social insurance has been paid for 30 years or more.
Female employees are entitled to leave before and after childbirth for 06 months.
-In case of labor of twin girls or more, from the second child onwards, for each child, the mother is entitled to an additional 01 month off.
-The maximum break before birth is not more than 02 months.
During maternity leave, female employees are entitled to maternity benefits in accordance with the law on social insurance.
1.3 Return to work before the end of maternity leave
Female employees are required to notify their direct manager or director at least 7 days in advance if they need to return to work after taking a minimum of 4 months off, prior to the end of their designated maternity leave Approval from both the direct manager and the director is necessary for this early return.
-When going to work early, female employees are paid full salary for working days, in addition to those from the Social Insurance Fund.
1.4 Return to work later than maternity leave:
Employees wishing to extend their maternity leave must inform and receive approval from their direct manager or director at least 10 days before their current leave ends This additional leave can last up to 30 days and is classified as unpaid leave.
2 For male workers download by : skknchat@gmail.com
Male employees who are paying social insurance premiums when their wives give birth are entitled to leave their jobs to enjoy maternity benefits as follows:
+05 working days if giving birth normally;
+07 working days if having surgery, childbirth under 32 weeks of age;
+10 working days if twins, triplets or more for each child, take an additional 03 working days off;
+14 working days if twins or more that require surgery.
This break is calculated for about 30 days from the date of the wife's birth.
Employees have the right to leave their own jobs and enjoy full salaries in the following cases:
+I get married: take 01 day off;
+Biological father, birth mother, father-in-law, mother-in-law or father-in-law, mother-in- law died; the wife dies or the husband dies; Child death: 03 days off;
+Adoptive father, adoptive mother of the employee or of the spouse of the deceased employee: Take 3 days off.
Employees are entitled to one day of unpaid leave in the event of the death of close family members, including grandparents, siblings, and married parents It is essential for the employee to inform their direct manager or director about the situation promptly.
Employees can negotiate unpaid leave with their employer, but this is only permissible for valid reasons and requires the approval of their direct manager or director.
Article 12 Overtime, working on holidays, paid holidays download by : skknchat@gmail.com
1.Overtime means the working period outside the normal working hours specified in Article 5 of this Regulation.
In the course of business operations, the Company will inform and obtain consent from employees regarding any necessary overtime work, including during holidays and weekends, ensuring that all agreements are mutually understood and respected.
+ With the consent of the employee;
Benefits enjoyed
In addition to the basic salary, the selected candidate will enjoy the following benefits:
●Monthly bonus (after probation period)
●Night shift allowance (if any), meals and monthly travel
●AON health insurance (company pays all insurance costs)
●Participate in professional training sessions, skills training and personnel activities of the Company (technical staff, security guards, )
●Full insurance according to current labor law
●Other regimes according to Vietnamese labor law
●Annual bonus according to the company's business results & performance evaluation of candidates
●Annual salary increase according to performance evaluation
●14 days of paid leave per year (some positions)
Job analysis
Company strategy
Step 1: Determine the aim of using job analysis information
It is necessary to see the aim of using the data before we will determine the methods of knowledge collection.
As the next step in determining the intended use, the work analyst will need to review basic information like organizational charts, process charts, and existing job descriptions.
An organization chart shows how employment is linked to other jobs.
A process diagram, also referred to as a workflow or flow of labor chart, helps the analyst understand and detail from inputs to outputs.
Finally, the present verbal description will help us rebuild a more complete description.
This is necessary when there are many similar jobs this may save time analyzing jobs in a very mechanical system, as an example. download by : skknchat@gmail.com
Step 4: Collect job analysis information
Determining the tasks employees have to do isn't easy.
The trick here is to collect information through direct observation, similarly as from the foremost competent incumbents – through questionnaires or interviews. a Open-ended questionnaire
With this method, the incumbent employee and/or manager fills out a questionnaire about the KSAs (Knowledge-Skills-Attitude) needed for the work.
HR will synthesize the responses to create a consolidated statement of the task requirements This is often the fundamental method, suitable when resources are limited. b Structured Questionnaire
Questionnaires designed for this purpose seek to identify distinct responses by assessing how often particular tasks are carried out, their significance, and the skills necessary to complete them.
This method proves to be very useful when it's necessary to research work objectively, yet allows the employment of computer models. c Interview
In a face-to-face interview, the interviewer gathers necessary information from the worker about the KSAs needed for the task.
A predetermined list of questions are included within the talk, with additional questions added to support employee responses.
This method is the ideal choice for jobs that need a high degree of professionalism. d Observation
Management and human resources will utilize direct observation to assess employees during their tasks, with the findings compiled into the essential Knowledge, Skills, and Abilities (KSAs) required for the job.
Observation gives businesses a practical view of day-to-day tasks and activities This analysis works best for brief cycle production jobs. e Working diary
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A work log may be a record that summarizes information about the frequency and duration of tasks Employees will keep this diary for a period of several days or weeks.
The human resources department will then analyze the log to work out the duties and responsibilities of this position.
The advantage of this method is that it provides an oversized amount of knowledge.
However, the role of the specialized department in job analysis is to filter the information to seek out the correct information. f Behavioral Interviewing
Unlike traditional interviews that concentrate solely on tasks, duties, and responsibilities, behavioral interviews aim to evaluate the competencies necessary for fulfilling those duties.
A group of senior managers get together to spot areas that are important to the business's future strategic and business plans.
HR could be a collection of people who know employment – it will be employees, managers, supervisors, trainers, etc.
The primary individual responsible will interview participants to collect insights on workplace behaviors and real-life situations, subsequently creating a detailed description of each identified competency.
Personnel and panel members determine the KSAs needed to meet those competencies. Finally, HR defines key criteria for every job.
Step 5: Check the knowledge with the members
Testing the knowledge of workers and their direct management is essential for effective job performance This process fosters alignment on the work breakdown, allowing individuals to review and refine their contributions, ultimately enhancing collaboration and productivity.
Step 6: Deploy verbal description and job specification sheet
After completing the work analysis, the manager must prepare two basic documents, that is, the task description and therefore the job specification.
Job analysis varies for each position due to their unique characteristics; for instance, the role of a Receptionist differs significantly from that of a Waiter, while the Chef's responsibilities are distinct from those of a Kitchen Assistant.
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Therefore, job analysis isn't only beneficial to employees, but also managers can easily depend on it to grasp the working situation of subordinates.
Organization chart
Comment: Somerset HCMC's organizational chart is quite complicated and has many departments, because the scale and quality of the brand is recognized with the 4-star hotel and apartment complex.
The organizational chart features the general director at its apex, accompanied by the secretariat, which plays a crucial role in alleviating the general director's workload This department is tasked with managing information, conducting research, and providing support to various other departments within the organization.
The deputy general director will oversee and manage the directors of various departments, including Rooms Division, Personnel, Accounting, Marketing & Sales, Engineering, Purchasing, and Food & Beverage.
The organizational structure of a hotel includes various departments, each with specialized divisions The Marketing & Sales department encompasses Reservations and Convention Services, while the Rooms Division consists of Housekeeping, Front Office, Security, Uniformed Services, and Telephone services Additionally, the Food & Beverage department is divided into Food Production (Chef), Restaurants, Bars, Banquet & Catering, and Room Service Each of these smaller departments features a diverse range of roles and responsibilities, ensuring efficient hotel operations.
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Department chart
In this article, we will conduct an in-depth analysis of the Front Office department, led by the Front Office Manager This key individual is responsible for ensuring the front desk operates seamlessly, implementing specific strategies, and enhancing flexibility and efficiency in daily operations.
The positions under his/her management are Receptionist, Customer Relations Officers,Cashier, Bellman, Customer Services, Night Auditor, Vehicle Fleet Staff, Gift shop staff.
Department strategy
*7 tips to improve hotel front desk operations
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Guest reviews, whether positive or negative, can reveal valuable insights It's essential to actively listen to guest feedback during check-out and systematically document and assess this information Additionally, regularly monitor online review platforms such as TripAdvisor, Google, and other affiliated third-party channels to stay informed about guest experiences.
Encouraging customer feedback at check-out is crucial for increasing online reviews, as many guests may forget to leave them otherwise Without sufficient ratings, your hotel's visibility on lesser-known platforms may diminish, leaving you at a disadvantage in the competitive market.
Example: If hygiene issues are mentioned repeatedly, then it's time to take a closer look at the issue and fix it soon.
Mistakes are a part of being human, and regardless of our level of care, training, or passion for our work, we all can err Even minor errors have the potential to significantly disrupt the customer experience during check-in.
A minor typo can lead to confusion regarding registration times, which may disrupt check-in procedures To prevent such issues, it’s essential to proactively identify and resolve potential problems Implementing automatic check-in time confirmations can significantly reduce the likelihood of errors.
Front desk operations often face issues such as errors, delays, and misunderstandings, primarily due to insufficient information or miscommunication To swiftly resolve these problems, it is essential to enhance communication, clearly set expectations, confirm timings, provide insights into hotel operations, recommend activities, and proactively address guest inquiries.
But how should? Start with a well-designed and informative hotel website, a great email sequence and smart use of social media are a great place to start.
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Good service quality will bring a good experience to customers staying at the hotel.
Greater front desk efficiency can free up time to focus on customers, marketing, training, and other business-boosting activities.
Customers seek more time to enjoy your services upon arrival, whether for relaxation, exploration, or work You can enhance their experience by offering conveniences like contactless towel requests through an app, creating a detailed operational manual, and empowering employees to make confident, informed decisions.
5 - Choose and train the right people
In the hospitality industry, having skilled employees who can swiftly and effectively address challenges is essential However, it is equally important to identify your own strengths and weaknesses By optimizing your HR systems, you can effectively address existing skill gaps and enhance overall performance.
The location of your hotel plays a crucial role in attracting guests, so it's essential for your team to possess in-depth knowledge of the local area Additionally, prioritizing staff training will enhance the efficiency of your front desk operations, ensuring a seamless experience for your guests.
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Have guests stayed with you before?
What is the purpose of their stay?
Is it a special occasion like a birthday or anniversaries?
Do they have allergies or food preferences?
To enhance guest satisfaction during their stay, it's essential to gather key information through a pre-arrival checklist and a guest database using Customer Management Software Additionally, asking friendly questions at check-in can further enrich the understanding of guest preferences and needs.
Technology revolutionizes hotel front desk operations, simplifying the implementation of best practices By enhancing the guest experience, it significantly boosts customer satisfaction and ultimately drives more bookings.
If you're looking to enhance your operations, it's essential to explore department-specific software tailored for hotel reception While you may already utilize various technology platforms for specific tasks, adopting specialized software can significantly streamline your processes and improve efficiency.
JD/JR
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Position Career Path
Receptionist -> Customer service manager -> supervisor -> administrator for secretary Comment:
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A receptionist role is more than just a stationary position; it serves as an excellent foundation for graduates and non-degree holders alike This job allows individuals to develop essential skills and knowledge, paving the way for a promising future.
Receptionists are required to have many skills to allow them to meet the varying demands of visitors and colleagues These include:
●A polite and courteous manner regardless of the situation
●The ability to deal calmly with difficult customers or visitors
●Excellent verbal and written communication skills
●The ability to keep calm under pressure
●Efficiency and excellent organizational skills
●The ability to balance conflicting demands
●A commitment to and knowledge of the organization and its work
Planning (data, diagram, chart, )ã
List of macro environment (PESTLE)
Hotel business activities revolve around providing accommodation, rest, recreation, and entertainment for guests away from their usual residences Ensuring political security and social safety is crucial for both guests and hotel operations, which can only be achieved in a politically stable and economically healthy country The political and economic climate significantly impacts tourist numbers and hotel occupancy rates, prompting businesses to implement tailored strategies to enhance guest satisfaction and address any concerns that may arise during their stay.
In today's globalized world, the hotel industry is increasingly shaped by both international and regional trends, with vertical and horizontal linkages becoming prevalent across various sectors As a crucial component of the tourism industry, hotel businesses are significantly impacted by their interactions with other economic sectors, including banking, finance, communications, and transportation These interconnected relationships can create both opportunities and challenges for the growth and development of hotel enterprises.
●Average room revenue (RevPAR) of the whole market achieved an average growth rate of 2.8% in the five years of 2014-2019 as a result of strong growth in average room rate (ADR).
●In 2020, total hotel room supply increased by 6.5% in the same period while total tourist arrivals increased at a significantly faster rate with an average of 13.5%/year
=> this leads to an increase in demand for hotels far outstripping supply.
In 2019, JLL reported a 3.2% decrease in room efficiency; however, RevPAR experienced a 0.7% growth due to a 5.4% rise in room rates The total number of tourist arrivals surged by 13.1%, positively impacting the Average Daily Rate (ADR) Additionally, the supply of hotel rooms increased by 9.7% and is projected to continue rising steadily.
2020 to 2022, reaching an average of 3.5%/year.
●Although Ho Chi Minh City is one of the most searched markets in Vietnam However, there are not many transfer opportunities of projects owned by organizations in the market.
Since the initial SARS-CoV-2 infection case was reported in January 2020, the RevPAR in Ho Chi Minh City has experienced a continuous decline from February to April, largely due to the stringent implementation of epidemic prevention measures.
●When social distancing measures were lifted on April 22, RevPAR recorded month-on- month growth in May as a result of growth in room performance => this shows that
Ho Chi Minh City is one of the first city to recover from the pandemic.
The synchronized growth in demand and supply of hotel rooms resulted in positive outcomes for the hotel industry, with RevPAR rising by 8.8% year-on-year in 2019, driven by increases in both ADR and room performance This growth was complemented by a 10.1% rise in total tourist arrivals Additionally, room supply expanded by 7.1% in 2019 and is projected to grow at a moderate rate of 3.6% annually from 2020 to 2022.
RevPAR experienced a 7.1% increase driven by improvements in room efficiency and higher average room rates The hotel supply rose by 7.6% year-on-year, while total tourist arrivals grew at an average annual rate of 9.0%.
*Analysis GDP growth of Vietnam in the first 6 months of the year from 2011 to 2021 download by : skknchat@gmail.com
Vietnam's GDP growth for the second quarter of 2021 is estimated at 6.61%, an increase compared to the same period last year; however, it falls short of the 6.73% growth rates recorded in the second quarters of 2018 and 2019 Additionally, this figure is below Bloomberg's average estimate of 7.2% from its latest survey.
Vietnam initially managed to control the spread of COVID-19 effectively; however, a significant outbreak at the end of April led to the temporary closure of industrial parks, particularly in key electronic equipment production areas Notable regions affected included Bac Giang, Bac Ninh, Binh Duong, and Ho Chi Minh City, the latter being recognized as the "capital" of the processing and manufacturing industry.
Mr Gareth Leather, a senior Asia economist at Capital Economics, noted that Vietnam's recent growth rate surged year-on-year due to a weak comparative base He highlighted that the GDP data indicates significant economic losses stemming from epidemic control measures With ongoing sporadic outbreaks anticipated, the economy may experience further challenges in the coming month.
At a recent government meeting, Prime Minister Pham Minh Chinh reaffirmed his commitment to maintaining the established growth targets, endorsing two scenarios proposed by the Ministry of Planning and Investment (MPI) Under these scenarios, the projected GDP growth for the year is set at 6% for scenario 1 and 6.5% for scenario 2.
The market serves as a convergence point for buyers and sellers, where the dynamics of supply and demand meet Consequently, any fluctuations in supply or demand directly influence market conditions.
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First is the change in demand:
The success of a hotel or business largely hinges on attracting guests, as their presence is crucial for profitability Market dynamics significantly impact attraction activities, with demand influenced by factors such as consumer awareness, purchasing power, consumption habits, and emerging trends Conducting research on accommodation demand is essential; high demand allows businesses to attract numerous visitors and selectively serve them, thereby enhancing operational efficiency Conversely, low demand leads to intense competition, necessitating strategic policies on pricing and distribution channels to effectively draw in customers.
The change in supply reflects the evolving quantity and quality of accommodation services available in the market Fluctuations in supply and demand compel businesses to adopt strategic policies to attract visitors effectively While demand for accommodation services is on the rise, supply is also increasing, albeit with varying nuances and requirements To thrive in this competitive landscape, businesses must navigate these changes wisely and tailor their strategies for optimal efficiency.
The quality of technical infrastructure, including roads, transportation systems, communications, electricity, and water, significantly impacts the tourism resources of a country or region and plays a crucial role in attracting customers Well-developed infrastructure ensures convenience, safety, and cost-effectiveness for travelers, enhances hotel operations, and boosts labor productivity and service quality, which in turn fosters the growth of tourism enterprises Therefore, to effectively attract tourists, it is essential to prioritize the material and technical foundations of each business, as well as the broader tourism industry and localities.
Political and legal instruments significantly influence the tourism industry, either fostering or hindering its growth and the success of individual businesses These factors shape the strategic direction and development plans within the sector For tourism enterprises, government support is crucial for effective operation; without it, their chances of survival diminish considerably.
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Okay Therefore, this is a catalyst to create an environment for businesses to operate more favorably and effectively in their business.
List of micro environment (5 Forces’s Michael Porter)
The business environment of an enterprise, such as Carevelle Hotel, is influenced by various competitive factors within the industry, including customers, competitors, potential competitors, suppliers, and alternative products These elements directly impact the hotel's operations, while the hotel's activities can also shape its surrounding environment Understanding these dynamics is crucial for the hotel's success in a competitive market.
● Nationality: Mainly foreigners, including many other nationalities
● Culinary style: Very different and diverse.
● Number of days usually staying at the hotel: 1-3 days.
● Been to a lot and know a lot.
● Always set high standards and feel that they deserve the best.
● Do not have many time.
● Internet is an indispensable thing in their life.
● They like cleanliness and convenience.
● Show their class, show their status and are convenient for business as well as entertainment.
● A comfortable and luxurious place to stay.
● Delicious food service, suitable for taste, professional service.
● Using a modern and convenient communication system for work: internet, international phone, fax machine
● Use convenient means of transportation as well as guide the way when needed.
● Feeling comfortable, respected, welcome at home.
● Ensure security, as well as safety of personal property.
● Cultural exchange, make friends, find more partners, join groups.
● Use office support services: meeting rooms, secretaries, organizing seminars, conferences of high standards.
● Relaxation and entertainment such as: spa, bar.
● Exercise: gym, swimming pool. b Suppliers:
This is not a significant threat in the hospitality industry.
To enhance customer service, 4-star hotels must attract experienced staff, which is manageable for hotel managers due to robust training programs and high demand for hotel positions However, a significant challenge remains, as many workers in Vietnam currently lack the necessary training to meet the qualifications required for these roles.
● Equipment and supplies: There are many suppliers of standard equipment and supplies for hotels Therefore, most hotels are easier to find partners to supply their equipment.
Hotels primarily operate through two essential service categories: accommodation services and catering services To function efficiently, they must establish connections with a variety of suppliers that provide diverse goods and services essential for their operations.
The suppliers for hotels are mainly domestic enterprises, therefore, it is often said that hotels are the "local exporters" of goods and services For example: Foreign guests
At SOMERSET - FELIZ HCMC, guests are required to settle their bills in foreign currency, while the hotel itself pays for utilities like electricity and water in local currency Additionally, the hotel has a significant demand for agricultural products to support its restaurant operations, highlighting the importance of a robust supply chain for restaurant supplies.
Vietnam's agricultural products are struggling to compete in the domestic market, particularly in hotels that partner with foreign entities, where restaurant supplies are predominantly imported This situation highlights concerns regarding food safety, hygiene, and supplier reputation To address this issue, Vietnamese supply enterprises must develop a high-quality supply chain The overall quality of hotel services and goods is heavily influenced by the suppliers, making it essential for hotels and suppliers to collaborate on enhancing the quality of products and services, while also promoting the brand identity of Vietnamese goods.
To reach this objective, it is essential for the involved parties to establish clear standards for every category of goods and services, while also defining specific targets for each supplier.
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Suppliers and hotels in Vietnam share a common objective: to deliver exceptional service to guests while enhancing the country's reputation and prestige This collaboration is essential in maintaining high-quality standards within the hospitality industry, ultimately benefiting both parties and contributing to Vietnam's growing prominence as a travel destination.
* Factors to identify competitors in the hotel business
To effectively assess your hotel competition, it's crucial to identify the type of accommodation your hotel offers Understanding the specific category of your hotel allows you to analyze the number of direct competitors in your area that provide similar lodging options.
When customers search for hotels online, they encounter various options within the same category, including those with similar star ratings It's essential to assess whether these hotels cater to the upper class, middle class, or all demographics Analyzing likes and search rates is crucial for identifying competing hotels and understanding market positioning.
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When selecting accommodation, location is a crucial factor for tourists, particularly for walk-in groups It's essential to evaluate the performance of nearby hotels, as their proximity can make them direct competitors Consider whether these hotels are situated in the same neighborhood as your establishment to understand the competitive landscape better.
Service quality is a critical determinant of customer experience, influencing their decision to return Customers often evaluate hotels online, assigning ratings that reflect their satisfaction Hotels with positive reviews and high customer satisfaction are grouped together and ranked similarly, impacting their visibility and appeal to potential guests.
When evaluating your hotel's business premises, consider whether it offers suitable spaces for meetings, seminars, and customer events It's essential to analyze hotels with similar features and amenities, as well as the additional services your hotel provides that may attract guests These aspects define your direct competitors in the hospitality industry.
To attract and retain customers, it is essential to offer unique facilities and entertainment options that set your hotel apart from competitors For instance, if your hotel features a golf course, but a rival offers a casino, identifying your target customer segment becomes crucial Understanding the recreational amenities provided by both your hotel and your competitors allows for strategic investments in areas that enhance guest experience By differentiating your offerings, you can effectively cater to the specific needs of your target audience and stand out in a competitive market.
Online accommodation sharing platform - a formidable opponent in the 4.0 period
Online accommodation sharing platforms are increasingly challenging the traditional hotel industry, with Luxstay, a Vietnamese application, and Airbnb, the world's largest platform, leading the way.
●Luxstay – an application that specializes in providing potential accommodation sharing services in Vietnam.
● Aibnb – the largest online accommodation sharing platform in the world today.
* Caravell Hotel's 9 competing 5-star hotels in Ho Chi Minh City are: o Park Hyatt Saigon Hotel (www.saigon.park.hyatt.com) o Hotel Marco Polo Omni
Page 42 of 65 download by : skknchat@gmail.com o Equatorial Hotel Ho Chi Minh o New World Hotel – Saigon o Sheraton Saigon Hotel (www.sheraton.com/saigon) o Legend Hotel Saigon o Sofitel Plaza Saigon Hotel o Windsor Plaza Saigon Hotel (www.windsorplazahotel.com) o
Renaissance River Side Hotel Saigon d Alternative products:
List of company environment
Transportation: Includes additional services such as
●Ticket cost and airfare announcements
●Pick up and drop off at the airport
Accommodation: Includé services such as
● Saving combo (Place ticket cost + Rental room cost)
Activity & Entertainment: Explore the Xperience categories
Our company boasts a dedicated team of experienced professionals, with a robust middle management that effectively supports senior leadership while infusing youthful energy into our growth Our skilled sales and marketing team excels in analyzing consumer preferences and trends, ensuring we stay ahead in the market Additionally, we prioritize the development of junior staff through comprehensive training, fostering a customer-centric approach that drives our success.
Somerset is dedicated to enhancing service quality through continuous innovation, including the development of its official website, which features regular updates on promotions and new services By leveraging AI technology to analyze customer consumption trends and feedback, Somerset can promptly adjust its offerings to meet client needs Additionally, the company maintains a robust network of reputable carriers and carefully selected suppliers, ensuring high-quality service delivery.
HR policies is suitable for changing
●Insurance mode : Full social insurance according to law & AON insurance, PTI heaths care 24/7.
●Tourism : annual travel, annual vacation.
●Bonus mode : 13th month bonus + performance bonus.
●Health care : support meals + parking at the company, annual health check, duty meals for staff at the staff cafeteria daily + packing card.
●Train : training and developing, training courses at home and abroad, there are opportunities for advancement, professional training.
●Salary increase : competitive salary and negotiable based on experience, attractive compensation package.
●Annual leave : 16 days annual leave.
●Work environment : working at one of the world's leading corporations in serviced apartments.
SWOT analysis
1.Covid-19 under control, tourism industry revived
3.Competitors leaving the industry in large numbers
4.HCMC invests heavily in building many new tourist attractions and check-ins
S3+O1: Promote communication and improve company services
W1+O3: Focus on improving and innovating HR training strategies
4.The traffic system is congested during rush hour
S4+T1: Collect and study customer feedback samples for timely responses
W + T W2+T2: Carefully selected a team of programmers, to improve the eye-catching Web and increase the customer experience
Comment: Today, Somerset is still focusing on building and innovating the most appropriate recruitment strategy to face and adapt to the "New Normal”.
●Promote communication and improve company services
●Focus on improving and innovating HR training strategies
●Collect and study customer feedback samples for timely responses
●Carefully selected a team of programmers, to improve the eye-catching Web and increase the customer experience
=> The HR department needs to make more efforts and think, to be able to adjust and orient the company in the right direction and achieve the highest efficiency.