Trách nhiệm xã hội trong kinh doanh khách sạn tại Việt Nam, nghiên cứu trường hợp tại các khách sạn Sofitel Legend Metropole và Sofitel Plaza Hà Nội.pdf

Tap chi Khoa hpc DHQGHN: Khoa hpc Xa hpi ^-a Nhan van Tap 30 Sd (2014) -11 NGHIEN CLTU Trach nhiem xa hoi kinh doanh khach san tai Viet Nam Nghien cuu tnrcmg hgp tai cac khach san Sofitel Legend Metropole va Sofitel Plaza Ha Npi Tran Thj Minh H6a*\ Nguyin Thi Hong Ngpc^ Trudng Dgi hgc Khoa Iioc Xd hgi vd Nhdn vdn, Dgi hpc Quoc gia Hd Ngi Tnrdng Cao ddng Thuong mgi vd Du ljch Hd Npi Nhan 01 thang 11 n5m 2014 Chinh sua 12 thang 11 nam 2014; Chap nh|n dang 25 thang 12 n3m 2014 T6m tSt: De dam bao phat trien ben vOng cho doanh nghifp vli cho xa hfli, nguoi ta de cap ngiy cang nhi§u ban den trach nhiem xS hoi (TNXH) ciia doanh nghiep Cho den nay, mac du Vi^t Nam tham gia cang manh m5 vao qua trinh toan cau hoa va hoi nh^p quoc te, song van dk TNXH van chua duoc quan tam diing miic duoi ca goc d? ly luan va thuc tiln tai Viet Nam C4c khach san tai Viet Nam hien nay, dSc biet la c4c khach san sao, d3 thuc hien cac hoat dong TNXH va thu dugc nhung cong, song cung ton tai kh6ng it nhftng han cheTren co so khao sat thuc trang thi;c hi^n TNXH cua khach san tai Hh N^i bai bao dua mpt vai nh|n dinh vk van de thirc hien TNXH kinh doanh khach san; &k xuit mot s6 giai phap nhim nang cao vi^c th\rc hi^n TNXH kinh doanh khach san tai Viet Nam Tir khoa Trach nhiem xa h^i, kinh doanh khiich san, trach nhiem xS hoi kinh doanh khach san M ^ t sS van de co b a n ve T r a c h nhiem X3 h$i ciia d o a n h nghidp 1.1 Khdi niim Cd rSt nhilu dmh nghia khae ve TNXH doanh nghi?p (Corporate Social Responsibilit - CSR) Mdi doanh nghiep, td churc chinh phii nhin nhan TNXN dudi nhimg *Tac gia Ii6n h? DT: 84-4-85S8053 Email: hoatm225@vnu.edu.VQ gdc dp rieng vh quan diem rieng, phu thudc vao dieu kien, dac diem va trinh dp phat trien ciia minh Keith Davis (1973) dua mpt khai niem kha rpng: "TNXN la s\f quan tam va phan iing cua doanh nghiep vdi cac van de vugt ngoai vi^c thda man nhifng yeu cau phap Iy, tcinh te, cdng n g h ? " [1] Trong dd, Caroll (1999) cho r i n g TNXN cdn cd pham vi Idn hon *1a t3t ca cae van de kinh te, phap 1;?, dao due va nhiing linh vue khac ma xa hpi trdng doi moi thdi diem nhat dinh" [2] 2 T T.M Hoa S.TH .Vgpc Tgp chi Khoa hpc DHQGHN: Khoa hoc Xa hgi vd Nhdn vdn Tgp 30 Sd (201411-11 Theo nhu Matten va Moon (2004): "TNXN la mpt khai niem bao gdm nhieu khai niem khac nhu dao due kinh doanh, doanh nghiep lam tir thien cdng dan doanh nghi?p, tinh b£n vimg va trach nhi^m mdi irudng Dd la khai niem ddng va ludn dugc thii: thach timg bdi canh kinh te, chinh tn, xa hdi dac thu" [I] lugng ddi sdng cua ngudi Iao dgng va cac vien gia dinh hg, cho cdng ddng va cho toan xa hoi theo each cd Igi cho ca doanh nghiep ciing nhu sir phat trien chung ciia xa hdi" [3] Ve phuong dien quan ly nha nude, nhieu qudc gia da thi che hda ndi dung TNXH vao cae vin ban va quy dinh dudi nhieu hinh thtic khdc Tren binh dien rdng Idn hon, no lire dua TNXH trd mpt thdng le qudc te bien d3 trd thinh hien thyc, Mac diJ hien TNXH la mgt vin de dugc dk cap tuong ddi phd bien Song, tren thge tl, cdn cd nhilu each tiep can khac vl ngi dung va ph^m vi ciia TNXH, dudi day la mgt sd each tilp can phd biln: Khdi niem eiia Uy ban Kinh te The gidi ve phdt trien ben vimg cho thay ro hon ban chat ciia TNXH: "TNXN - Trach nhiem x3 hgi eiia doanh nghiep la su cam ket ciia doanh nghiep nham d6ng gdp eho phat trien kinh te ben vCmg thong qua nhthig ho^t dpng nham nang cao chat 1.2 Cdc cdch tiip cgn Trdch nhiem xa hgi cua doanh nghiip Tilp can theo md hinh "kim tir thdp" eiia A Carroll (1999) Md hinh cd tinh toan di$n va dugc sir dung rpng r3i nhSt Md hinh "Kim tu thap" ciia A Carroll thi hi?n rd nhat va bao qudt nhat cdc ITnh vuc quan tam ciia TNXH Hinh I Mo hinh "Kim tu thap" TNXH (Ngudn: Carroll Archie - 1999) Theo md hinh tren TNXH bao gom trach nhi?m kinh te, trach nhiem phap ly, trach nhiem d^o due va trach nhiem tir thien Ranh gidi giiJa cac t ^ g "kim tu thdp" Id Iudn chdng lan, tac ddng banh trudng lan Vi^c tuan thCi quy djnh phap luat chde chdn dua den cdc chi phi kinh te eho doanh nghidp Vd quy tac d^o dire xa hdi ngoai luat Iudn md rdng (theo trinh phat trien ciia xS hdi), tao ap lire len he thdng phap lu?it, bdt huge cac nha lam luat phdi ludn bam sat tb\rc tiln xd hgi [1] Ben canh dd, mpt so tac gia cho ring: TNXH ciia doanh nghiep ed thi tilp c^n d nhieu gdc khdc va bao triim nhieu khia eanh Chinh vi thi TNXH cd thi bilu hi?n dudi 7" T.M Hoa N T.H Sgoc Tgp chi Khoa hoc DHQGHN Khoa hpc XS ligi vd Nhdn vdn Tgp 30 So (2014) I-ll nhieu hinh thuc va ngi dung khac Ngoai each tilp c|n theo md hinh "Kim tu thap" cua A Carroll, cac doanh nghiep cd the tilp can theo ddi tugng tae ddng dk thuc hien trach nhiem xS hgi ciia doanh nghi?p Tiep c^n theo doi tugng tdc dong ciia Trach nhi^m Xii hoi Cdc ddi tugng tham gia, anh hudng va hudng lgi ciia vifc thuc thi TNXH doanh nghiep cd thi bao gdm: Cd ddng/ ehii sd hiiii doanh nghiep, ngudi lao ddng, ddi tde, khdeh hang, cgng ddng vd cdc ddi ftrgng khac nhu co quan quan ly, cdc hi?p hdi hay cac td churc phi lgi nhuan hay cac td chiic quoc te (Matten va Moon, 2005) [4], Hinh Cae doi tugng tac dgng cua 'TNXH Theo hinh trSn, TNXH dong nghTa vdi viec doanh nghiep td chde boat ddng kinh doanh cd trdch nhiem ddi vdi ngudi Iao dgng, cd trach nhiSm bdo v? mdi trudng, trach nhi^ra ddng gdp cho lgi ieh cgng ddng, trach nhiem ddi vdi khdeh hang, nha eung iing [4] Cac ngi dung thuc thi TNXH va cdc mdc quan tam cua cac ben lien quan den viec thue thi trdch nhiem xa h$i eiia doanh nghiep dugc tdm tdt bang [4] Bang Miic dg quan tam cua cdc ben lien quan den viec thirc hien TNXH ciia doanh nghi$p* Ngi dung Chu sd hihi Khach hang Ngudi lao dgng Cdc ca quan Cgng dong quan ly Trach nhiem Kinh te Trdch nhi?m Phdp ly Trach nhi^m Dao diic Trach nhiem Tu thi?n * Cac so tii den chi thii tir quan tam cua timg ben lien quan den cac ngi dung ciia viec thuc hien TNXH cua doanh nghiep (\gu6n: Carroll va Buchholtz, 2003) 7" T.M Hoa NTH Ngpc Tgp chi Khoa hoc DHQGHN Khoa hgc \'d hgi va Nhdn van Tap 30 So (2014) 1-11 Trach n h i e m x3 hgi cua doanh nghi£p theo each tiep can ehudi gia tri Theo each tiep can Michael Porter v a Kramer (2006) va cac nha nghien cihi da xay dung chien lu^c thuc hien T N X H ciia doanh nghiep theo each ung xu ciia doanh nghiep gan liln vdi nhirng yeu cau thuc thi T N X H bit buOc vd t y nguyen Nd cd the trd mot bg phan chiln luge kinh doanh cua doanh n ^ ^ p n l u doanh nghiep thye sir quan tam, hieu dugc vai trd ciia T N X H thuc hiSn cdc chien luge, muc tieu ciia doanh nghiep [4] Bang 2, TNXH theo each tiep can ehuoi gia tri Chuoi gid tri Cae van de lien quan den TNXH Cac hoat dgng ho trg Co sd h^ tang DN (cac mdi quan hf ve tai chinh, ke hoach, diu tu) Thuc hanh cac bao cao t ^ chinh tmng th(ie; Dam bao su minh b^ch hda; Thiic day thay doi chinh sdch; Quan tri nguon nhan l^c (tuyen dung, dao tao, he thing dai ngg ) Ddo tao va tap huan cong vtec cho ngudi lao dgng; Dam bao dieu kien lam viec an toan; Ddnh gid diing su da dang va phan biet hoa; Quan tam chim soc sue khoe va cac Igi ich khdc; Co che dg dai ngg doi vdi ngucri lao dgng; Co che dd ngucri lao dgng nghi viec,; Phat trien cdng ngb? (tfaiel ke san pham, thiet ke quy trinh, nghien ciiu vat tu nghien ciru thi tnrdng ) Duy tri cac moi quan he vdi cde eo sd dao tao; Nghien euu ve cdc gia tri dao diic: San xuat cdc san pham an toan cho ngucri tieu dung; Sir dung ede nguon nguyen lieu bin vimg; Sir dung cdc nguon nguyen lieu va san xuat cdc san pham tdi che Mua sam (v|t tu, mdy moc, djch vu ngodi) Mua sdm va thuc hien chuoi cung ung sach (trdnh cdc vdn de lien quan din hanh vi bat minh mua ban, su dung cae lao dgng tre em, ); Sir dung cac ngu6n nguyen lieu ddc biet (long thii,-.); T6i da hoa nguon luc tu nhien Tac nghiep tr\ie tiep Logistic mua (nhap kho nguyen lieu vd quan ly kho, cosodiJ lieu, djch vu, ) Anh huong ciia viec v|n chuyin (hieu img nha kinh, tie dudng ) Van hanh (tao san pham, dich vu ,) Biic xa va chat thai; Anh hudng din sinh thai va da dang sinh hgc; Sil dyng ndng lupng va nuoc saeh; Dilu kien an toan lao dgng va quan he voi ngudi lao dgng; Ngudn vat lieu nguy hilm Lo^stic bdn (nhan don hang, phan phoi san pham, djch vu) E>6ng goi rac dial; Cac anh huong cua van ehuyin Mariteting va ban (ban khuyen mai, quang cao ) Cae hoat dgng marketing vd quang eao (dam bdo quang cao trung th\rc, chii y cdc hoat dgng quang eao cho tre em, ); Chinh sdch gia (khong lung loan gia, quan tam din chinh sach gid ddi vdi ngudi ngheo, ); Thong tin tmng thuc cho ngucri tieu diing; Djch vu sau ban (h6 UCT khach hang: giai quyet cac phdn nan cua khach; sua chiia, thay the, ) Loai bo san phdm cu; Dam bao vi?e diay thi vd van hdnh cho khach hang (dau mdy d to, mtie in ); Ddm bao su an todn thong bn cua khdeh hang Gia tri gia ting (Nguon: Porter va Kramer, 2006) TTM Hda N.T.H Nggc Tgp chi Khoa hgc DHQGHN: Khoa hpc Xd hpi vd Nhdn \-dn Tpp 30 Sd (2014) 1-11 Bang tren cho chiing ta thdy, bdt eii boat ddng nao ciJa doanh nghiep, viec thyc hien hoat ddng kinh doanh deu gan lien vdi cac v5n de xa hdi Trdch nhi|ni xd hdi kinh doanh khdeh s^n 2.1 Bdn chdt cita Trdch nhiim Xa hpi kinh doanh khach sgn Ban chdt TNXH ciia khach s ^ Id gi? Vl ban chdt, TNXH ciia khach san cung chinh la TNXH ciia mgt doanh nghiep Hay ndi each khdc TNXH cua khach san chinh la su kit hgp hai hda giira viec thyc hien cac quy djnh ciia luat phdp ve lao dgng, bao ve mdi trudng, bdo ve ngudi tieu dCing vdt yeu cau ciia ddi tdc, cua khach hdng, giiJa Igi ich ciia khach san vdi Igi ich ciia xd b^i, giua Igi ich cua ngudi Iao ddng vd ngudi sii dung lao dgng, Ddp iing tdt cdc yeu cau ndng lyc canh tranh nudc vd quoc te ciia khach san sg tdng cao Thyc hien tdt TNXH se dem Iai lgi thi va ndng lyc cgnh tranh cao, tix cap dO timg khach san, cdng ty, tdp dodn cho tdi binh dien qudc gia, khu vyc, ddc biet la nang cao ndng lyc canh tranh vl ngudn nhan lyc vd mdi trudng ddu tu Qud trinh phat trien kinh tl d mgi qudc gia tren the gidi deu sinh cac van de x3 h0i Gidi quyet eac van de xd hdi chinh Id tgo di€u kien dn djnh de phat trien kinh te [5] 2.2 Npi dung cita Trdch nhiem Xd hgi kinh doanh khdeh sgn Khach san dugc coi la thyc hien tdt TNXH thyc hi^n tdt cac mdt sau: Trach nhi^m doi vdi ngiroi lao dgng: Trong kinh doanh khach san yeu td ngudi ddng vai trd quyet dinh den vi?c tao sdn phdm vd chdt lugng djch vu khach san Tren thuc te, mdi ca nhan ngudi lao dgng ciia khach san, dii d vi tri edng tac nao va d bat ky thdi diem nao cung ludn ch|u nhihig tac dgng tir chinh ben va tac dpng ben ngodi tu cdc doanh nghiSp cd lien quan den khd nang luu lai vd Idm viee ciia hp Ngudi ta ggi dd la cac "Iuc hiit"' va "lyc day" ddi vdi ngudi lao ddng, tdng hgp cac lyc ddn din ngudi lao dgng mong mudn dugc Iam viec lau dai vdi khdeh san hodc sdn sang rdi bo khdeh sgn de din vdi cac doanh nghiep khdc cd ky vgng cao hon ve thu nhap hogc cac khoan ddi ngg khdc, hogc tam thoi chdp nhdn ldm viec cho khach san chd co hdi de di Nhu vay, luc hut ttr khdeh san dugc tdng hgp tii cdc yeu td nhu; miie luong vd cac khoan thu nhap ngoai luong, co h^i thang tiln, vi tri cdng tac, sii'c ep cdng viee, co hgi giao tiSp va dugc md rgng quan bS, dia vj xd hgi, ddi xu" cua doanh nghiep, bdo hilm xa hgi va an todn lao dgng, cac ddi ng$ khdc Lyc ddy tCr khdeh sgn dugc tdng hgp cdc yeu td nhu: luong khdng phu hgp, cdc ddi ngg thilu cdng bdng vd khdng cd tac dung kich thich ngudi lao dpng, sue ep tir cdng viec hiSn tgi, Lyc hiit ben ngoai dugc tdng hgp tir cac ylu td: co bdi thdng tien, miic luong hua hen, vj tri cong tdc thugn Igi, ung xii xa hpi vd mdi trudng lam viec, Trong dieu kien binh thudng tirdi, dn dinh vd can bdng cua sy tdng hgp cac lyc sg dan den Id ket qua ngudi lao dgng y6n tam va lam viec dn dinh khdeh sgn vdi vi tri va thu nhap ciia minh Khi lyc hiit ciia khdeh sgn thang lyc day tir khdeh san vd Iuc hiit tii ben ngoai thi ngudi Iao ddng se d Iai ldm vi$c cho khach san Lyc hiit d cde khdeh sgn cang vugt trdi thi ngudi lao dpng cang gan bo vdi khdeh sgn Nguge Iai, sy chenh I?ch cang it thi khd ndng gitJ ngudi lao dgng d lai doanh nghiep edng khd khdn De can bang cac lyc tac dpng ien ngudi lao dgng, cdc khdeh san cdn nhin T.T.W Hda S T.H Nggc Tap chi Khoa hoc DHQGHN: Khoa hpc Xa hgi vd Nhdn van Tap 30 S6 GO 14) 1-11 nhdn dd la sy tdng hgp ciia rat rdiieu ylu td tac ddng nhu: thu nhgp, mdi trudng ldm viec, cdc che dp ddi ngd co hdi thang tien, each thtic giao tiep va ung xir ciia ca nhan, cua ban ldnh dao ddi vdi ngudi lao dgng, Nhan thiic dugc tdm quan trgng eung nhu Igi ich to Idn, kinh doanh khach san can thyc hien tdt trdch nhiem ddi vdi ngudi lao dgng Trach rdiiem dugc the hien d nhieu mat nhu: sir dung lao dpng diing phap ludt ddm bdo dieu kien lam viec tdt, ddm bao ve sinh an toan Iao ddng trd luong thoa ddng cdng bang Quan tam den ngudi Iao ddng ca ve vat chat Ian tinh than thdng qua ehe dg luong, thudng phiic Igi va bdo hiem thda dang, tao mdi trudng Idm viec Idnh mgnh vd vira sue, cd trach nhiem phat trien ddo tao cho nhan vien, ddm bdo an todn v? sinh lao dpng va khdng lam d^ng lao ddng tre em, ton trgng quyen binh ddng nam nii' dya tr6n cdng bdng ve ndng lyc cua mdi ngudi tuyen dung, tra luong vd tao co hdi thdng tien; khdng phan biet ddi xii ve mgt sdc tpc, vdi ngudi b) khuyit tdt, vdi qua khu cua ngudi lao ddng Trdch nhiem doi vdi mdi trutnig: Trong qua trinh kinh doanh khach san khdeh sgn da tdc dgng vdo tu nhien vd dd thai vao tu nhien nhieu loai chdt thai Chdt thai tii khdeh sgn Id ede lo^i chdi thai tii qud trinh sdn xuat va cung cdp djch vp khach san Cd nhieu logi chdt thai phdi dugc xii ly de khdng drdi hudng va ldm nguy nggi den mdi trudng sdng vd sue khde cua eon ngudi Trdch nhiem xa hgi ddi vdi mdi trudng ciia khach sgn dd la viec dam bdo hogt dgng eua khach san than thien vdi mdi trudng sinh thai, cung cdp nhiing san phdm cd chdt lugng Idt, khdng gay tdn hgi din sue khde ngudi tieu diing Trach nhilm vdi cgng d^ng: Trdch nhi^m ddi vdi edng ddng ndi chung, ngodi viec bdo ve mdi trudng viec lam tir thien eiing Id mdt cdc hogt dpng cac doanh nghiep bi?n dang quan tdm Cac khach san cd the danh mdt phan lgi nhugn dang ke ddng gdp cho cac boat ddng trg giiip cgng ddng, sii dung lao ddng la cdc cu dan dia phuong, tao cdng dn vi?c lam cho hg Trach nhiem vdi khach hang: Trong kinh doanh khach san, thye hien trach nhiem ddi vdi khach hang cd nghia Id khdeh san ddm bdo lgi ich vd an todn cho khdeh hang Dilu ndy cd nghTa la khach sgn cung cap cac thdng tin chinh xac, trung thyc vl san phdm ciia khdeh sgn, phai cam ket cung cap cho khach hang nhirng sdn phdm cd chdt tugng cao, diing tieu chuan va quy dinh, chat lugng phai tuong xung vdi gia ea san phdm, khdng gay hai den sire khde vd tinh mgng ciia khdeh hdng Viec tuan thii Ludt "Bdo vf lgi ich ngudi tieu diing", tdi thieu hda nhihig tranh chdp ddn su phat sinh ddi vol khach hdng khdng chi the bien trdch nhiem ciia khach san, ma cdn la yet td quan trgng de tgo dung vd phat trien thuimg hieu, mdt ngudn lyc cdng trd len "ddt gid" vdi khdeh san dieu kien canh tranh hi?n nay, Ngodi cdc yeu td tren, khach sgn cdn phdi thyc hifn ^ t trdch nhiem vdi cdc ddi tac, vdi cdc nha cung cdp, cdc cd ddng va thuc bien tot nghTa vy vdi Nha nudc Ihdng qua viec ddng gdp thul cung nhu thuc thi cdc trach nhiem vl phdp ly, 2.3 Lgi ich ciia khach san tie viec thuc hipn Trdch nhiem Xd hgi Nang cao nang Iijc nguon nhdn lyc: Thi hien qua trinh ngudn nhan lyc va nang suat lao ddng dugc nang cao Nhihig khach san cd chl dg luong - thudng hgp ly - cdng bdng, mdi trudng lam vifc an loan - sach se, cd nhilu co hdi dao tgo - thang tien cimg ehi dg phiic lgi, bdo hiem xa hgi - y tl tdt se thu hiit vd giu' chan nhdn vien lot T.TM Hoa.X.TH Nggc''Tap chi Khoa boc DHQGHN: Khoa hpc Xd hpi va Nhdn vdn Tpp 30 So (2014) i-ll Nang cao hieu qua quan Iy qua trinh vd cung ihig: Ngi dung khdng the thieu thuc hifn TNXH Id cd hf thdng quan tri chAt lugng dich vy (ngi bg hogc qudc te) phii hgp; cd cac quy trinh san xudt vd cung umg djch vu hifu qua vdi trinh dg cdng nghf hifn dai; ciing vdi vifc cdi tien cdng tdc hdu can kinh doanh, edi thien chdt lugng co sd vat chat se tao radi trudng lam viec tdt, Idm tdng ndng sudt lao dgng vd hifu qua kinh doanh Nang cao ch^t lugng vd gia ca djch vy: Nguon lao dpng cd ndng lye, trdch nhif m vd hf tbdng qudn tn chdt lugng hifu qua la yeu Id quyet dinh nang suat vd chdt lugng dich vu Tir vifc tdng ndng suat, dam bao vd nang cao chdt lugng dich vu, cdc khdeh san sS cd dieu kifn thudn lgi vifc djnh gid linh boat vd hap dan Dam bao tot hifu su^t cdc qud trinh cot Idi: Cdc qud trinh cot 15i cdc khach sgn la cde qua trinh eo bdn Id hi quyet thdnh edng san xuat va kinh doanh djch vy tour, djch vu dn uing, luu trii nen hifu sudt ciia ede qua trinh lien quan tdi sy sdng ciia khdeh sgn Tir viec thyc hifn tot ndng luc nhdn lyc, ndng luc quan trj cdc qud trinh vd cung iing ndng ]&n se dam bao tdt hifu suat cdc qud trinh cdt Idi Giam chi phi chung Iren m$t dom vj san pbam djch vu: Chi phi chung trfn mot don vi djch vy phy thuoc vdo nhieu yfu td song se gidm mgnh doanh nghifp thye hien tot TNXH Khi hifu sudt cde qua trinh cdt ldi tang, he thong qudn li nhdn sy hieu qud ldm tdng ndng sudt lao dgng giam ti If nhan vien nghi, bd vifc, ehi phi tuyen dung va ddo tao nhan vien mdi; bg mdy qudn ly tinh gidn, giam quy luong, that thodt Idng phi va nhieu khodn chi phi khdc Gia tdng gid tri hinh dnh va danh tieng thuvng hieu: Gia tri hinh dnh vd danh tieng thircmg hifu Id nhihig ylu td cue ki quan trgng ciia cdc khach sgn, bdi vi dich vy ma khach hang ddt mua ehi Id ldi cam ket ciia nha cung ling TNXH cd the giiip khdeh san gia tdng gid tri hinb anh vd danh tiing thuong hieu rat dang kS Uy tin tdt sS giup cac khach san hap dan khach hang, cac ddi tac, nhd ddu tu va ngudi lao dpng Md rdng mang lirdi phan phoi, nang cao hifu suat truyen thong: Vdi vifc thuc hifn tdt TNXH vifc dam bao ddi song ciia ngudi lao dgng, than Ihifn vdi mdi trudng, dam bdo chdt lugng dich vy, dac biet vdi cac hoat d^ng trg gitip cgng ddng s& gdy duge thien cam va tieng vang Idn giiip cho hifu sudt truyin thdng ldng eao; ddng thdi khdeh sgn se cd dieu kifn thugn lgi hon thilt ldp mang phdn phdi Mo* rgng thi ph^n va gia tdng muc tang tnrdng tbi phan: Vdi uy tin thuong hifu dugc khdng dinh, cd sire Idi cudn, gay dugc Ibifn cam vdi ddi tde vd ngudi tieu diing; chii trgng quan he cdng chting vd thue hifn tdt ede nghTa vu xa bfi; eiing vdi ehat lugng dich vu dam bao, gid ca canh tranh s€ giiip eae khach san cd nhieu co hgi vuon thj trudng qudc te, md rpng thi phdn vd tri dugc mu:c tdng trudng thi phan Tang trirdng doanh thu vd Igi nhuan: Muc tieu xuyen suot, cot Idi ciia mgi khach sgn la ndng cao lgi nhudn TNXH giiip cho lugng bdn tang len; quy md thj trudng, quy md sdn xuat md rfng; tii tdng doanh thu Hem niia, eac qua trinh cdt Idi cd hifu suat cao, chi phi chung tren mgt don vi sdn phdm gidm, tij dd Igi nhudn ciing tdng len Ndng cao vi the tdi chinh: Vi the tai chinh ciia doanh nghiep dugc khdng djnh qua lgi nhugn, dong tien mdt, ti If vdn vay, muc dy trii, hifu sudt lgi Pre, chi phi tuong quan so T.T.M.Hda \ TH.Sgpc Tgp chi Khoa hoc DHQGHN Klioa hpc Xa lipi vd Nhdn vdn Tgp 30 So (2014) 1-11 3.1 Trdch nhiim doi vai nguoi lao dpng sanh vdi cac ddi thii cgnh tranh tryc tiep Nhu vgy, mdt TNXH duge thuc hifn tdt Ihi ve ldu ddi se cd tac ddng rat Idn va rdt tich eye tdi vi Ihl tdi chinh ciia khdeh san [5] Thdng qua vifc tiln hanh dilu tra 20 ngudi lao ddng hifn dang Idm vifc cdc khdeh san d cac vi tri cdng vifc khdc nhau, dd gdm ngudl dang giiJ vi tri qudn ly, ngudi dang lam tai cdc bd phan gidn tilp eac khdeh sgn va 10 ngudi dang 1am tai cac bg phdn phuc vu true tiep cac khach sgn; dya tren cac tieu chi dugc xay dung tbeo cdc hogt dgng TNXH hudng npi ciia cdc khach san; theo each ngudi dugc khdo sat xdc dinh mire quan tam ciia hp vdi timg tiiu chi theo miic tuong ling Id R - Rit quan tam, Q - Quan tam, I - It quan tam; cac ket qua thu dugc nhu sau: Thyc trang ve thyc hiln Trdch nhilm Xa hgi t^i khdeh s^n Sofitel Legend Metropole Hd NOi vd khach san Sofitel Plaza Ha Ngi Trong khudn khd cd ban, ehiing tdi ehi di sau vdo nghiin euu trdch nhiem xa hgi ciia cac khdeh sgn d cac khia canh: Trdch nhiem ddi vdi ngudi lao d^ng, trdch nhiem ddi vdi mdi trudng va trdch nhiem ddi vdi cgng ddng Bang Ket qua dieu tra ve moi quan tam ciia ngudi lao dgng cac khach san Sotitel tai Hd Ngi Tieu chi Ngucri quan ly Lao dpng gian ti£p R R Lao dong trirc tiep 3 Q I Luong Q I Thudng 2 Cdc khoan trg cap R Q I 13 10 12 I Co hgi thing tiln, nang biic 2 I 2 Dilu kien lam vifc 1 2 Che dg bdo hiem xi hgi Ung xu giao tilp ngi bg 2 Quan tam cua linh dao 2 Tong hpp I 10 Kha nang lam them kiem them Che dp bao hg lao dgng R Q 2 11 11 7 10 6 6 14 12 6 11 8 Moi truong lam viec 2 5 9 Chdm soc y te 1 4 Chdm lo dcri song ngucri lao dgng 2 1 2 11 {Nguon: So lieu dieu tra ctia tac gia) Theo danh gia chung m6i quan t t o Ion nhit cua ngiroi lao dpng la v4n di tiln luong, thucJng ITng xii giao tiip npi bp moi truong Ito viec cung nhu ca hpi thSng tiin cung duoc nguoi lao d6ng quan tam Tit ca cac npi dung tren dupc thi hien qua cong tac quan tti T T.M Hdg N T.H Nggc,' Tgp chi Khoa hgc DHQGHN: Khoa hpcXa hdi vd \ bdn van Tdp 30 So (2014) 1-11 nhan sy gdn vdi viec thuc hien TNXH ciia cac khach san Nhu vay, cac khdeh sgn Sofitel tgi Ha Ndi da xay dyng co cdu td chiirc hgp ly, chi tilt timg cap bdc den timg nhan viin, ap dung trift dl cdc hinh thuc hgp ddng ddi vdi ngudi lao dpng, xdy dyng che dd ldm vifc, nghi ngoi phu hgp, thyc hifn hgp Iy, cd hilu qud cdng tdc ddnh gia, che dg tra luong, phiic lgi va ddi ngg ddi vdi ngudl Iao dgng Quan tam den ddi sdng vat chdt vd tinh thdn ciia nhan viin tgo mpi trudng Idm viec tdt dl nhan viin yfn tam va gdn bo vdi khdeh san 3.2 Trdch nhiim ddi vdi mdi trucmg Thyc hien kinh doanh cd trach nhiem vdi mdi trudng dd va dang dugc tap doan Accor xdc djnh la mgt nhiing TNXH vi sy phdt trien bin viing ciia hg Aecor Id mgt nhiJng tap dodn di tiln phong vifc thyc hifn chinh sach bao vf mdi trudng hogt ddng kinh doanh khdeh sgn Ngay tir nam 1994, tap doan ndy da dl vi tri Gidm ddc phu trdch moi trudng Nam 1997, Accor thdnh lap bd phan chuyin trdeh mdi trudng vdi nhifm vu dl chinh sach mdi trudng nham giai quyet nhihig thdch thuc mdi trudng todn cau Muc tieu ciia chinh sdch mdi trudng ciia Accor ap dung Hien chuong mdi trudng cho tat ed CM: khdeh san tap dodn Ndi dung ciia Hien chuong mdi trudng Ian dau tien dugc phdt trien vao nam 1998 gdm 15 hdnh dpng bdo vf mdi trudng vd dugc dp dyng ehii ylu d cdc khdeh san tap dodn tai chau Au Cac hogt dpng dugc kiem soat thdng qua hf thdng bao eao qua mgng ndi bd Din ndm 2005, nhu eau bdo vl mdi trudng, tap doan Accor cai thif n ndi dung cua Hien chuong mdi trudng len 65 hanh d^ng (mite dg dp dyng thay ddi theo nhan hifu) Thdng qua vifc xem xet chinh sdch mdi trudng ciia tdp doan Accor, cdc khach san eiia Vift Nam co thi tiep thu nhiing yeu td co ban chinh sdch mdi trudng, quan dilm tiep can vd mdt sd cac hifn phap thyc hifn bdo ve mdi trudng Nhan thirc duge tam quan trpng ciia chinh sach mdi trudng, khach san Sofitel Legend Metropole Hanoi da cd de an bao ve mdi trudng vd dugc Sd Tdi nguyin vd Mdi trudng Hd Ndi phi duyft theo cdng vdn sd 92/QD-CCMT va gidy ph^p xa thai sd 56/GPTNMT-TNN cho phep xa thdi vao ngudn nudc Khach san Sofitel Plaza Hanoi cung da nghiim tiic thuc hifn cdc quy dinh vl bao vf mdi truoi^ Ngodi nhihig uu dilm tren, cdc khach sgn cdn cd mdt sd han che edng tdc qudn ly ngudn nudc vd xii ly nudc thai nhu: + Chua CO cong to phu dk lugng difn hogc lugng nudc tieu thy tai cdc khu vyc, dich vy chinh ciia khdeh san Nhu vdy, khdeh san sl ggp kho khan vifc kiem sodt dien ndng tiiu thu d cdc khu vyc dl tir dd cd thi tim nguyen nhan vd dua bifn phap khac phuc mgt each tdi uu nhdt; + Do su dung bom nudc ty dpng nin khdeh sgn khdng quan ly dugc thdi gian bom nudc Neu bom nudc vao gid cao dilm thi khdng nhQng gay tieng on cho khach san ma chi phi dien sg cao tieu thy diln ndng vdo gid cao dilm + Chi ed ddng hd nudc cho todn khach san, khong cd ddng hd nude cho timg bg phdn, timg khu vyc Nhu vdy, khach sgn se gap khd khan viec ddnh gid muc tiiu thy nude cua timg bp phan, khd khan cdng tac quan ly vd tim nguyin nhdn bdt thudng xdy hf thdng cap nudc, dl tir cd eac bifn phap khdc phuc kip thdi Hai khach san deu cd he thdng dng khdi thodt thai tir bd phan giat vd bIp du tieu T T.M Hoa .\- T.H Ngpc Tap chi Khoa hpc DHQGHN Klioa lipcXa ligi i chuan cao cho phep, khdng lam dnh hudng den cpng ddng xung quanh.Tuy nhien, hiln ede khdeh san vdn cdn su dung tii Ignh bdo qudn thiic dn, thyc phdm sir dung loal Ga R12, R22 Day Id logl ga cd dnh hudng tat Idn din tdng Oa>n 3.3 Trdch nhiim ddi vdi cpng ddng Cac khach sgn Sofitel tai Ha Npi tir di vdo boat ddng dd scmi nhan rang gdp sue vao phdt trien cpng ddng cd the giiip cai tbifn quan hf vdi cpng ddng dia phuong vd ban ehe mau thuan tuong lai Hd trg cho phat trien cgng dong cd thi tao sy quan tdm tich cyc ciia cdng chiing vd nang cao uy tin cua khach sgn vdi cpng ddng vd ngudi dan dia phuong cung nhu chinh quyln sd tgi Ho trg cho phdt trien cgng ddng co thi tranh tbii sy ung b6 eila du khdeh vd nhiing ngudi quan tam ve phiic lgi c$ng dong Bdo dam ngudn Igi eho ddn dia phuong e6 thi giup cho nhiing mye tieu bao tdn bdng each tao nhimg ngudn sinh ke mdi vd khdng gay anh hudng tiiu cue Tang cudng quan hf kinh te giira ngudi dan dja phucmg vd doanh nghifp giiip cho phdt triln du lich bin vQng Tdi da hod lgi ich kinh te vd lgi ieh xd hgi cho cgng ddng dia phircmg Cdc khdeh san Sofitel tai Ha Noi deu chii dpng vile ho trg cdc boat dgng phuc vy cgng ddng vdi mye tieu phdt triln xa hpi vd co sd hg tdng nhu: + Tham gia ddng gdp kinh phi bao ve mdi trudng ciia dia phuong + Ung hg ddng bdo hi thien tai, lang tre md cdi, bgi eyu chien binh, hdi ehii thap dd Tir ndm 2007 eii vdo 22/4 hang ndm, ngdy "Vj khdeh Trdi Dat" da trd thdnh mgt bieu tugng phdt triln bin vihig ciia tap dodn Accor vdi sy tham gia cua tdt ca cde khdeh san ciia tap dodn tren khdp cdc chdu luc Nam 2012, Accor p30.S6 4aO14) 1-11 gidi thieu ''Hdnh tinh 21" - ten chuong trinh phat triln bin vimg mdi eiia tap dodn vd ciing la ten mdi cho ngdy 21/4 Ngdy 21/4/2012, hon 80 nhan vien ciia khach san Accor t£ii Ha NOI dd chung tay ho trg vd bao vf cde em nhd tai ldng Hda Binh Cde khach san dd gdp sue trdng cay xanh va quet son lgi khudn viin, td chiirc cdc tro choi, cdc tilt muc vdn nghe giao liru vdi cdc em hpc sinh va hd trg mdt binh nudc ndng dl phuc vu cho nhu cau eiia trung tam Ddc bift, ndm 2013 cac khdeh san da kit hgp vdi Trung tam tu van dich vu truyen thdng bdo trg tre em thupc Cue bdo vf chdm sdc tre em - BO Lao dpng Thuong Binh va Xa hpi td ehue budi tuyln truyin ve Phong ehdng lam dyng tre em danh cho cde em nho tgi trung tam ciing nhu em cac nhan vien ciia cdc khdeh san vdi nhilu thdng tin bd ich, thiet thyc cho cac em cung nhu nang cao y thdc bdo vf trl em ciia tdt cd mgi ngudi [6] Kit ludn Trdch nhifm xa hgi doanh nghiip hifn cdng trd thdnh vdn dl cdp bdch tien trinh phat trien va hgi nhdp ciia nudc ta Thyc hien hieu qud TNXH khdng nhihig giiip doanh nghifp gia tang lgi thi eanh tranh ma cdn gdp phan vdo vile tao dung, tri tdng trudng kinh tl - xa hdi bin vitng ciia Vift Nam Do vdy, thyc hien TNXH ciia doanh nghifp Vift Nam Id mot cdng vifc khdng the bd qua tren dudng hpi nhgp kinh tl qudc tl, viia ddm bao lgi ich cho doanh nghiep, vira ddm bao lgi ich cho xd hdi va hd trg thyc hifn tdt hon cdc qui djnh eiia phap ludt ve lao dgng tgi Vift Nam So vdi cdc ngdnh kinh doanh khac, kinh doanh khach san hien vdn dang Id vdn de mdi me, cd nhilu dieu cdn quan tdm din tir Iy ludn den thuc tiln hoat dgng Tuy nhien, nhiing ndm vira qua nganh kinh doanh khdeh T.TM Hoa N TH Nggc / Tgp chi Khoa hgc DHQGHN Klioa hoc XS hpi vd Nhdn vdn Tgp 30 So (2014) 1-11 sgn Vift Nam cd nhilu budc phdt trien dang khich If Ld mot nhimg thuong hilu mgnh kinh doanh khach sgn hifn Vift Nam, eac khach san Sofitel tai Hd Ngi Iudn di dau cac boat dpng phat triln bin viing cho ngdnh du Iich Vilt Nam Thyc hien TNXH Id boat dpng thudng xuyen vd dugc xdc djnh lau dai ciia cde khdeh san Ket qud khdo sat tai cdc khdeh sgn Sofitel tai Hd Ngi va nhung kinh nghifm riit vl hogt ddng thyc hifn TNXH tgi cac khdeh sgn phdn nao da cho thdy dugc CO sd ly ludn vd thuc tiln vl hoat dpng thuc hien TNXH kinh doanh khach san tai Vift Nam hifn Trin co sd dd cdc khdeh san d Viet Nam c6 the van dyng vao cdng tde thuc bifn TNXH ciia minh nhdm ndng cao hifu qud kinh doanh khdeh san, tgo Igi the eanh tranh cho khdeh san, gdp phdn nang cao chdt lugng eiia nganh du lich va tao dilu kifn tien de de phdt trien du lich tbeo hudng bin virng Tdi lifu tham khao [1] http://luatminhkhue.vn/chuyen-doi/tr^h-nhiemxa-hoi-cua-doanh-nghiep-%E2%80%93-csr-motso-van-de-ly-luan-va->eu-cau-doi-moi-trongquan-ly-nha-nuoc-doi-voi-csr-o-viet-nam.aspx [2] Carroll Archie Corporate Social Responsibilitj evonlusion of a definitinal construct Business & Societj Vol.38, 1999, p 268-295 [3] Nguyin Nggc Thing G5n quan uj nhan su vcri trach nhi?m xa hgi ciia doanh nghiep Tap chi Khoa hgc DHQGHN Kinh tl va Kinh doanh 26 2010, trang 232-238 [4] Dai hgc Thirong mai Trach nhifm xa hgi ciia doanh nghiep cac gdc df tilp can - thuc tien va giai phdp Ky yeu Hgi thao khoa hgc quoc te Ha Ngi 2008 [5] Tran Thj Thu Thao Trach nhiem xS hgi ciia Khach s^n Vift Nam - Tgp chi Du ljch Vifi Nam So lL201O.tr 31-33 [6] w WW baomoi.conl/5-khach-san-Acco^-td-HaN o - ky- niem-Hanh-ti nh-x anh Social Responsibility in Hotel Business in Vietnam Case Study of Sofitel Legend Metropole Hanoi and Sofitel Plaza Hanoi Tran Thi Minh Hoa , Nguyen Thi Hong Ngpc ' VNU University ofSocial Sciences and Humanilies ^College of Commerce and Tourism Hanoi Abstract: To ensure sustainable development of business and society, social responsibility of business has become more and more important Although Vietnam has participated increasingly in the process of globalization and international integration, social responsibility issues have not been given due attention in the country Hotels in Vietnam today, especially the star hotels, have implemented various measures towards ensuring social responsibility, but there still exist many problems On the basis of surveying the social responsibility situation of two star-hotels in Hanoi, this article gjves a number of comments on the implementation of social responsibility in the hotel business and proposes some solutions to enhance social responsibility in the hotel business in Vietnam Keywords: Social responsibility, hotel business, social responsibility in hotel business \l ... ddng nao ciJa doanh nghiep, viec thyc hien hoat ddng kinh doanh deu gan lien vdi cac v5n de xa hdi Trdch nhi|ni xd hdi kinh doanh khdeh s^n 2.1 Bdn chdt cita Trdch nhiim Xa hpi kinh doanh khach... sau: Thyc trang ve thyc hiln Trdch nhilm Xa hgi t^i khdeh s^n Sofitel Legend Metropole Hd NOi vd khach san Sofitel Plaza Ha Ngi Trong khudn khd cd ban, ehiing tdi ehi di sau vdo nghiin euu trdch... ngdnh kinh doanh khac, kinh doanh khach san hien vdn dang Id vdn de mdi me, cd nhilu dieu cdn quan tdm din tir Iy ludn den thuc tiln hoat dgng Tuy nhien, nhiing ndm vira qua nganh kinh doanh