Đang tải... (xem toàn văn)
VIETNAM NATIONAL UNIVERSITY, HANOI INTERNATIONAL SCHOOL GRADUATE INTERNSHIP REPORT INTERNSHIP COMPANYINSTITUTION Stella Maris Nha Trang Hotel Address 57 Tue Tinh str , Nha Trang City, Viet Nam Su.Vietnam is famous for its wonderful natural resources, which is the competitive advantage of Vietnam in term of tourism development. According to statistics of Vietnam Administration of Tourism, the total number of international tourists travelling to Vietnam in February 2016 is 1,638,670, which increases 16% compared to the 2015 figure. The fast growth of travellers creates high demands for accommodation, especially highend hotels. On the vacations, apart from using hotel services, visitors are desired to use food and beverage services. This is a good basement for the development of FB Sales as well as a pressure that requires FB Sales to improve continuously.
VIETNAM NATIONAL UNIVERSITY, HANOI INTERNATIONAL SCHOOL *** GRADUATE INTERNSHIP REPORT INTERNSHIP COMPANY/INSTITUTION: Stella Maris Nha Trang Hotel Address: 57 Tue Tinh str., Nha Trang City, Viet Nam Supervisor: PhD Nham Phong Tuan Student’s full name: Le Ngoc Son Student’s ID: 11071247 Major: International Business Class: IB2012B Hanoi, March 2016 ACKNOWLEDGEMENT Vietnam is famous for its wonderful natural resources, which is the competitive advantage of Vietnam in term of tourism development According to statistics of Vietnam Administration of Tourism, the total number of international tourists travelling to Vietnam in February 2016 is 1,638,670, which increases 16% compared to the 2015 figure The fast growth of travellers creates high demands for accommodation, especially high-end hotels On the vacations, apart from using hotel services, visitors are desired to use food and beverage services This is a good basement for the development of F&B Sales as well as a pressure that requires F&B Sales to improve continuously After six-week internship in Stella Maris Nha Trang Hotel in F&B Sales, which is a part of Sales Department, I got experiences and lessons, which helps me complete my knowledge of sales of F&B services needed for my future career The report is written to describe my internship process and results Also, it includes some suggestions for improving sales performance of F&B Sales The content of the report includes parts: Chapter 1: Overview of Stella Maris Nha Trang Hotel Chapter 2: Activities of Food & Drink Sales in Stella Maris Nha Trang Hotel Chapter 3: Suggestions for improving sales performances of F&B Sales I would like to show my gratitude to the enthusiastic support of PhD Nham Phong Tuan for helping me make the internship report; the hotel employees for giving me good conditions in the internship period Le Ngoc Son LIST OF ABBREVIATIONS F&B Sales: Food & Beverage Sales LIST OF TABLES Table 1: Revenue of hotel rooms 2014-2015 Table 2: Arrivals by nationalities in 2015 Table 3: Number of customers of each F&B Sales unit LIST OF FIGURES Figure 1: Stella Maris Nha Trang Hotel organizational structure Figure 2: Structure of Sales – Marketing Department of Stella Maris Nha Trang Hotel Figure 3: Structure of F&B Sales Figure 4: Customers of F&B Sales TABLE OF CONTENT ACKNOWLEDGEMENT LIST OF ABBREVIATIONS LIST OF TABLES LIST OF FIGURES CHAPTER 1: OVERVIEW OF STELLA MARIS NHA TRANG HOTEL History & Development 1.1 Company name and location 1.2 History and development Organizational structure and Management 2.1 Organizational structure 2.2 Department function Services Business capabilities 4.1 Employees 4.2 Facilities 10 Business results 13 Strengths and weaknesses 15 6.1 Strengths 15 6.2 Weaknesses 16 CHAPTER 2: ACTIVITIES OF FOOD & DRINK SALES DEPARTMENT IN STELLA MARIS NHA TRANG HOTEL 17 Literature review 17 1.1 Definition of F&B Sales in the hotel 17 1.2 Characteristics of F&B Sales 17 1.3 Customers of F&B Services 17 Structure of Sales – marketing department 18 2.1 Position functions 19 Overview of F&B Sales 21 Human resources of F&B Sales 21 Business results of F&B Sales 21 Activities of F&B Sales 23 SWOT analysis of F&B Sales 24 CHAPTER 3: SUGGESTIONS FOR IMPROVEMENT OF BUSINESS PERFORMANCES OF F&B SALES 27 Solutions for reducing overloading and adapting quickly to the market trend 27 Solutions for diversifying services so as to not being relied on core product 28 Solutions for reducing overloading and increasing services quality of the reception 28 CONCLUSIONS 30 Schedule of the graduate internship 31 Graduate Internship Evaluation (for Supervisor) 32 REFERENCES 34 CHAPTER 1: OVERVIEW OF STELLA MARIS NHA TRANG HOTEL History & Development 1.1 Company name and location Name: Stella Maris Nha Trang Hotel Address: 57 Tue Tinh str., Nha Trang City, Viet Nam Tel: (+84-58) 3528 518 Email: sales@stellamarisnhatranghotel.com Website: http://stellamarisnhatranghotel.com 1.2 History and development Stella Maris Nha Trang Hotel is a four-star hotel It is situated in the heart of the coastal city of Nha Trang The hotel always commits to bring differentiation and satisfaction to customers with high quality services in order to make vacation of the customer memorable Although it is not a long time since the hotel established, Stella Maris Nha Trang Hotel has approved itself to be a high quality hotel with professional and proactive employees; state-of-the-art facilities and professional management style Thus, it is obvious that Stella Maris Nha Trang Hotel has achieved remarkable results for its first period of operation Being a new comer of Nha Trang hotel market has caused many obstacles for Stella Maris Nha Trang Hotel Nevertheless, thanks to the effective management of general managers and enthusiastic employees, the hotel has gained customer awareness and royal customers Those are reasons why the number of customers staying to the hotel has increased recently Stella Maris Nha Trang Hotel is close to shopping and lively nightlife area and is just one block from the beautiful beach Besides, the hotel offers international standard star with 201 various types of rooms to meet all requirements of customers; restaurants which are able to serve over 200 guests; an outdoor swimming pool bar that brings customers a views of the city and the beautiful coastline of Nha Trang; the Spa, tour desk combined with transportation; conference rooms, gym with modern equipment These make the hotel become an ideal place for customers to have a wonderful Nha Trang vacation Organizational structure and Management 2.1 Organizational structure Structure of an organization is a form of coordination and interaction of all facilities and employees, which ensures that all resources are utilized effectively to reach the target Similarly, Stella Maris Nha Trang Hotel chooses the following model that divides the hotel into different departments with certain job assignment Figure 1: Stella Maris Nha Trang Hotel organizational structure (Source: Stella Maris Nha Trang Hotel) 2.2 Department function - General Manager: The owners of the hotel They create the hotel’s mission statement and vision - Deputy General Manager: They manage the operation of the hotel General Manager hires them They are responsible for the business results, creating business strategy that is based on the vision statement set by General Manager - Sales & Marketing: They are accountable for market research, which is used to conduct effective business strategy and advertisement in order to attract many kinds of customers Also, they cooperate with other hotels and tourist agents in both domestic and international market by signing contract with them Consulting business strategy and business operation with Deputy General Manager so as to maximize all capabilities and minimize the weaknesses - Public relation: Their job is to maintain the good relationship with customers to create loyal customers for the hotel - Human resources: Their responsibility is to manage and analyze the workforce; recruit staff; pay salary; ensure the number of employees enough to operate business - Accounting & Finance: They are cashier in the reception, restaurant, bar and coffee lounge; accountants for expense, receivables; auditors; etc They are responsible for managing capitals; invoices, cash inflow and cash outflow carefully to avoid mistakes - Front office: Their autonomy is booking and payment of accommodation for customers Also, they cooperate with other departments to examine the available room condition, booking profile of customers; solve problems related to services from customers; provide information required by customers - House keeping: They are accountable for the room cleanliness that is required to meet the hotel standard in a certain period This department has to examine the properties that customers used or lost in the room as they check out to address to the front office They are also required to clean the work office and public locations in the hotel - Fitness center: They are responsible for providing spa and gym services to customers - Food & Beverage department: They work with other departments such as front office, sale & marketing to understand the taste of customers for food and drink in order to serve them well - Purchasing: Their accountability is to buy materials for the hotel and make sure that all inputs are high quality and sufficient - Security: They protect the properties of the hotel as well as ensure the safety of customers and employees - Engineering: They are skilled workers who are able to fix quickly any problems happened with the facilities and the maintenance for them - Kitchen: They are accountable for the quality of food and drinks Services - Provide accommodation for customers with main kinds of rooms: Superior, Deluxe, Executive, Suite, and President Suite - Serve meeting conferences, wedding parties and other events with rooms equipped with state-of-the-art audio-visual facilities and a professional event team - Hold Nha Trang tour for guests The tour desk is located in the ground floor Professional staff that provides detailed information related to the tour and solves any enquiries from guests serves customers - Serve food and drinks in bars and restaurants, which provide various kinds of dishes and beverages - Offer gym & spa services with fully equipped rooms and skilled employees Business capabilities 4.1 Employees Because of specific characteristics, the workforce requires to operate the hotel is big and must work 24/7 Therefore, there are characteristics of hotel staff as the following: 10 - Identify customers’ needs and serve them; make sure that all members of the hotel update new information of customers’ wants in terms of hotel products and services - Make annual report to General Manager - Make monthly report about the current business activities to Deputy General Manager; inform Deputy General Manager as soon as possible any problems so as to avoid delaying processes and losses - Cooperate with Deputy General Manager to control effectively business units and employees; ensure all members to follow the objectives of the hotel 2.1.2 Sales Manager - Conduct and execute business plans; report business volume of the hotel - Ensure the business results to reach the goal; assign business volume to employees - Manage and supervise the employees of Sale department - Research, consult and implement solutions for improving business results of the hotel - Sign business contracts with partners - Cooperate with Human resources department to recruit and train employees for Sale department - Find out potential partners and customers for the hotel - Other tasks assigned by Sale – Marketing Director 2.1.3 F&B Sales - Being responsible for sales volume of restaurants, bars and conference hall of the hotel - Conduct and implement business strategy to assure the business goals set for the unit 2.1.4 Hotel rooms Sales - Being accountable for sales of booking hotel rooms 20 - Conduct and implement business strategy to ensure that the number of hotel rooms is booked as expected 2.1.5 Tour sales - Being responsible for the sales volume of tours offered by the hotel Conduct and implement business strategy to reach the sales of tour as the objective Overview of F&B Sales This department is responsible for business results of restaurants and bars of the hotel It is located on the low floor such as the first and the second one to easily attract customers outside the hotel Because the guests outside the hotel are huge so that the hotel cannot ignore that source of customers in order to increase the revenue of F&B department Employees of the department wear Ao dai as their uniform Food & Drink Sales Manager Supervisor of restaurants Supervisor of bars Supervisor of conference hall Figure 3: Structure of F&B Sales Human resources of F&B Sales People are important factor of the hotel because employees are not automatic Also, the number of staff in that department is high The characteristic of employees of the department is that they are young The rate of female staff accounts for 50 percent of all employees of the department Number of employees is divided differently for each unit of department, which is based on the capacity and amount of works of each unit Business results of F&B Sales 21 Customers of F&B Sales Customers of the hotel Customers outside the hotel 38.87% 61.13% Figure 4: Customers of F&B Sales (Source: Stella Maris Nha Trang Hotel) The majority of customers of F&B Sales are guests staying in the hotel, which accounts for more than 60 percent of total amount of customers The customers outside the hotel just are appropriately 38 percent These are the convenient situation for the department because they easily get information of customers through reception As the result, information relating to the tastes, preferences and purchasing behaviors of customers, is collected Also, the F&B Sales can cooperate with other departments to give customers small gifts, congratulations cards on the special days of customers such as their birthdays, wedding ceremonies, which impresses considerably the customers on the F&B services of hotel Rates Units Customers Percent Octopus 125,000 64.2% Lobby lounge 8,870 4.5% Liberty 3,350 1.8% Swimming Pool Bar 57,540 29.5% Total 194,760 100 Table 3: Number of customers of each F&B Sales unit (Source: Stella Maris Nha Trang Hotel) 22 According to the table, Octopus restaurant accounts for more than 64 percent of total customers using F&B services of the hotel, which is followed by the figure of customers from Swimming Pool Bar with nearly 30 percent It is not surprising as the number of customers served in Octopus is the biggest because the restaurant has the highest capacity that is 250 guests For places that serve drinks, Swimming Pool Bar is more interesting to customers because it provides swimming services with drinking ones, which impresses and relaxes significantly for visitors However, Lobby Lounge is on the ground floor, which is suitable for people working with partners or guests are waiting for booking turn Therefore, it is reasonable as the number of customers of Swimming Pool Bar is approximately times higher than Lobby Lounge one, which is 29.5 percent and 4.5 percent respectively Activities of F&B Sales Apart from offering discounts for organizational customers using services of restaurants, bars or conference hall, the F&B Sales holds a promotion event of outdoor BBQ party in the swimming pool bar at the weekends with the price of VND399++ per person This creates a new atmosphere for the F&B units because it coordinates meals services with new place, which brings positive responses from customers of the hotel The swimming pool party with BBQ made by famous chiefs in the space of sparkling lights and spacious place on the 10 th floor of the hotel satisfies the customers considerably Besides, the customers enjoy many kinds of drinks made by professional bartenders This event attracts not only the customers staying in the hotel, but also guests outside the hotel F&B Sales provides member cards with levels including loyal customers and golden loyal customers These cards allow customers who usually use the F&B services can save the points based on their payments so as to upgrade their card level Loyal member cards offers 5% discounts and golden ones are 10 percent Also, F&B Sales offers loyal customers higher discounts and birthday cake as presents to celebrate their special day with them This program has been launched and received positive responses from customers 23 SWOT analysis of F&B Sales Strengths Customers of F&B Sales of almost hotels are divided into groups They are customers of hotel and customers outside the hotel The rate of these two groups is different based on the structure of sales department of the hotel For Stella Maris Nha Trang Hotel, the majority of F&B Sales customers are those staying in the hotel Stella Maris Nha Trang is one of four-star hotels in Nha Trang with 98 rooms, which means the organizational structure is big and the capacity is high In 2014, the hotel serves 19,108 visitors This is a large number of customers that the Sales department or F&B Sales in particular can utilize as much as possible to develop the performance of F&B Sales The capacity of restaurants, bars and conference hall is big enough to serve at least 200 guests Facilities of F&B department are modern and high quality, which is the competitive advantage of the hotel to compete with other hotels Also, the hotel hires skilled chiefs to create delicious and high quality meals for customers Weaknesses The main consideration of the hotel is the salary for employees This motivates employees to work hard and efficiently, makes staff loyal to the hotel However, the current salary paid for employees is too low For new official staff, they are paid million VND per month without service charge The experienced official employees have higher salary that is million per month All employees want to work because they need to earn money to live and support their family Nevertheless, that amount of money cannot help them pay for basic expenses of daily life, especially in the situation of high inflation As the result, it makes them not concentrate on working and leave the job The high turnover rate is a challenge for the hotel in term of assigning jobs and shifts The hotel must employ new staff, which is inevitable This charges the hotel a huge amount of money in terms of holding interviews and training 24 Every year, the hotel serves many foreigners who are able to speak English However, the rate of staff whose C-level English is percent The remaining is Alevel and B-level, which accounts for more than 90 percent People of 90-percent group are able to speak simple sentences and not understand all what the customers say, which affects seriously to the service quality of F&B Sales because employees cannot answer questions from customers or just provide insufficient information to them As the result, the customers are not satisfied and the hotel may lose that person The number of dissatisfied customers continues to increase until the hotel can improve the English level of F&B employees According to a research, one dissatisfied customer talks to other 11 people about bad hotel services These 11 persons say to others So, the hotel image becomes bad in mind of customers It is a power of word-of-mouth and it considerably influences on services that are intangible for customers Another minus point is the brand awareness The hotel is just a new comer so that it is difficult for the F&B Sales to attract customers as they compete with famous ones such as Novotel Nha Trang It is essential to focus on the quality and business strategy to position the target customer in order to increase the business results Opportunities Tourism is considered as a key industry of Vietnam economy so that the government promulgates decrees, which support the tourism development and create business conditions for enterprises Also, the authority provides million USD per year for marketing activities of Vietnam tourism, which demonstrates the efforts of the government in term of supporting Vietnam tourism The advertising of Vietnam travelling is shown on international broadcast stations such as CNN Asia, and BBC so that there are many people knowing about Vietnam It is expected that the number of visitors travelling to Vietnam will rise significantly in the future, which is a positive signal for development of Vietnam tourism as well as business performance of Stella Maris Nha Trang 25 Vietnam has become member of many economic communities such as WTO, TPP, ASEAN, and so on This is a chance for tourism companies to compete in an equal business environment Being member of economic communities is a way that foreigners know more about Vietnam, which may promote the tourism growth Also, this is an opportunity for domestic travel agents to learn from other worldwide tourist companies so as to improve the performance Another chance is that local tourism enterprises are capable of being invested from worldwide organizations in terms of training courses or facilities Threats Nha Trang is a landmark of Vietnam travelling point so that many hotels with the same standard as Stella Maris Nha Trang penetrate that potential market The current number of hotels There is a fierce competition among hotels in Nha Trang According to Khanh Hoa administration of tourism, the number of hotels in Nha Trang is 378 The hotel standard is from star to star For the four-star hotel, which is the level standard of Stella Maris Nha Trang, the hotel has to compete with many strong competitors including both local and international brands such as Diamond Bay, Sunrise or Novotel Therefore, it is crucial for Stella Maris Nha Trang to conduct and implement effective business strategy to survive in the market CHAPTER 3: SUGGESTIONS FOR IMPROVEMENT OF BUSINESS PERFORMANCES OF F&B SALES 26 Solutions for reducing overloading and adapting quickly to the market trend Sky Bar & Restaurant In high-peak tourism season, Octopus restaurant, which is located on the nd floor is always overloading It is caused by the capacity of this restaurant is 200 guests, which is too small to serve more than 300 guests in one time in peak period In current situation, the garret that is on the 18 th floor is available It is a suitable place to locate an outdoor restaurant and bar to reduce the burden for Octopus restaurant and serve customers better Moreover, it provides customers another choice of restaurant that is more spacious and has panoramic view of Nha Trang city For the design, it is decorated as a Secret Garden Flowers and trees cover the surrounding in order to highlight a wonderful view and make customers relaxed to enjoy meals on the 18th floor of the hotel Also, there is a lover corner for couples, which is designed as a private and romantic place for lovers in their anniversaries For the menu, apart from Asian and European dishes, Chinese food will be included According to the report of Khanh Hoa Administration of Tourism, the quantity of Chinese guests coming to Nha Trang is increasing significantly In particular, the number of Chinese visitors is 182,256 in 2015, while that figure in 2014 is 32,970 It means that the percentage of customers from China increases 533.1% after year This remarkable growth of Chinese guests is forecasted to grow up continuously in the future Therefore, travellers from China will become one of the most important sources of visitors travelling to Nha Trang If Chinese dishes are appeared on the menu, it is possible that the number of Chinese coming to the hotel and their rate of coming back will increase Also, there are not many four-star hotels in Nha Trang focusing on Chinese food as the main menu of their restaurants That plan will make the hotel position Chinese customers the friendly Chinese image in their mind and they may become loyal customers of 27 the hotel is highly possible Stella Maris will become a pioneer in serving Chinese visitors In summary, opening Sky Bar & Restaurant on the 18 th floor helps Octopus restaurant not overloaded and maintains the high quality services Besides, adding Chinese dishes on the menu attracts Chinese using the hotel services and increasing profits of the hotel Solutions for diversifying services so as to not being relied on core product Producing Moon cakes made by hotel chiefs Every year, the hotel spends huge amount of money on buying Moon cakes from the third party to meet customer demand of that cake in Mid Autumn Festival The reason for that trend is that the needs of buying Moon cakes made by hotels as presents from organizations increases because of its luxurious image It would be a huge profit for the hotel if hotel chiefs produce Moon cakes This strategy helps the hotel utilize the source of skilled chiefs of the hotel; creates a new service that serves high demand from customers in Mid Autumn Festival and increases the brand awareness of the hotel through that Moon cake product Providing extra service as customers book hotel rooms When customers book hotel rooms, they are offered to pay more 200,000 VND to enjoy all services of Swimming Pool Bar such as drinking any kinds of drinks and snacks This offering makes the services of the hotel diversified, but also provides various choices to satisfy more customer demands Also, this will increase the sales volume of that bar as well as the number of hotel rooms booked Solutions for reducing overloading and increasing services quality of the reception Reception desk is customer encounter, which means receptionists directly connect to customers These front-stage employees represent the image of the hotel If these people are not well trained, the services quality is damaged During the internship period, although the author worked in the Sales department, he recognized some problems in this department and he would like to suggest methods 28 to solve that issues He hopes that it would be helpful to increase the effectiveness of the reception and the hotel as a whole In peak seasons, the number of customers coming to the hotel is huge, which makes the lounge of the ground floor full of people The reason is that they have to wait for their booking turn Some people are not patient so that they show their dissatisfaction to the hotel, which reduces the positive image in the customer mind It is also caused by the insufficient services that increase the willingness of waiting from customers Therefore, it is necessary for the hotel to provide items and services to raise customers’ patience For example, staff serves free drinks for customers waiting for booking turn; the hotel provides brochures or magazines of hotel to make customers feel the waiting time is short and it also provides information of hotel to customers 29 CONCLUSIONS The number of visitors travelling to Nha Trang is expected to increase ever year They come to Nha Trang on holidays and vacations so that they use not only accommodation services, but also Food & Drink services These services play an important role in the effective business performance of the hotel because the customers using F&B services are both the visitors of the hotel and the guests outside the hotel Apart from advantages of F&B Sales including professional employees and state-of-the-art facilities, there are some limitations that the F&B Sales needs to find solutions After six-week internship in Stella Maris Nha Trang Hotel, the author hopes that the report with some suggestions of improving sales performance for F&B Sales, which is based on his reality experience in the hotel and his knowledge, will support the effectiveness of Sales department as well as the future development of the hotel as a whole 30 VIETNAM NATIONAL UNIVERSITY, HANOI INTERNATIONAL SCHOOL SOCIAL REPUBLIC OF VIETNAM Independence – Liberty - Happiness Schedule of the graduate internship Internship Company/Institution: Stella Maris Nha Trang Hotel Supervisor: PhD Nham Phong Tuan Student’s full name: Le Ngoc Son Student’s ID: 11071247 Class: IB2012B Major: International Business Week Date Tasks performed - Learning about the hotel’s history, achievements and market 18/1/2016 – - Learning about the working tasks and business activities of the 22/1/2016 hotel - Researching the services offered by the hotel - Learning about working tasks of a Sale staff required to 25/1/2016 – perform 29/1/2016 - Learning about the market and target customers of the hotel - Contact with customers booking events to get detailed 1/2/2016 – requirements 5/2/2016 - Prepare the banquets in the events - Preparing Lunar New Year’s party for the hotel employees - Making phone calls to customers to persuade them to join the 15/2/2016 – hotel promotion events 19/2/2016 - Making lists of potential customers on websites such as booking.com; agoda.com - Making weekly working report - Going with a senior sale employee to discuss about the 22/2/2016 – booking contracts from an organization 26/2/2016 - Finding information about appropriate suppliers of raw materials for restaurants of the hotel - Making weekly working report - Joining a meeting for executing a new plan for increasing 29/2/2016 – numbers of customers for restaurants 4/3/2016 - Making working report of all tasks completed during internship - Listening to review of supervisor and joining farewell party 31 VIETNAM NATIONAL UNIVERSITY, HANOI INTERNATIONAL SCHOOL SOCIAL REPUBLIC OF VIETNAM Independence – Liberty - Happiness Graduate Internship Evaluation (for Supervisor) Student’s full name: Le Ngoc Son Student’s ID: 11071247 Class: IB2012B Major: International Business Internship Company/Organization: Stella Maris Nha Trang Hotel Supervisor: PhD Nham Phong Tuan The performance of the schedule: Internship period starts from 18/01/2016 to 4/3/2016, the student followed the schedule sufficiently He obeyed all guidance of internship period Awareness, attitude: Good! He is aware of useful meaning of the internship period in the undergraduate level course He have sometimes contacted with his supervisor Other comments: ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… Hanoi, 8th March 2016 Supervisor (Signature and Full name) 32 33 REFERENCES Khanh Hoa Administration of Tourism (2016), Bang thong ke quoc tich khach thang 12 nam 2015 Available at: http://www.nhatrangtravel.com/uploads/files/2016/tkequoctichkhachthang12nam2015.pdf [Accessed on 1st March 2016] Vietnam Administration of Tourism (2016), Khach quoc te den Viet nam thang va thang nam 2016 Available at: http://vietnamtourism.gov.vn/index.php/items/20002 [Accessed on 1st March 2016] 34 ... Name: Stella Maris Nha Trang Hotel Address: 57 Tue Tinh str., Nha Trang City, Viet Nam Tel: (+84-58) 3528 518 Email: sales@stellamarisnhatranghotel.com Website: http://stellamarisnhatranghotel.com... department of the hotel For Stella Maris Nha Trang Hotel, the majority of F&B Sales customers are those staying in the hotel Stella Maris Nha Trang is one of four-star hotels in Nha Trang with 98 rooms,... that Stella Maris Nha Trang Hotel has achieved remarkable results for its first period of operation Being a new comer of Nha Trang hotel market has caused many obstacles for Stella Maris Nha Trang