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
Ascott Limited, based in Singapore, is a prominent international lodging owner-operator with a diverse portfolio that extends to over 200 cities in more than 30 countries across 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 accommodation options, including serviced apartments, coliving spaces, and hotel brands such as 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
1984 Today, the company boasts over 30 years of industry track record and award- winning brands that enjoy recognition worldwide
The Ascott Limited entered the Vietnamese market in 1994, quickly establishing itself with significant investments and international projects in prime locations throughout 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 portfolio with the launch of several new apartment complexes across the country in the coming years These include notable properties such as Ascott Waterfront Saigon, Citadines Bayfront Nha Trang, Citadines Regency Saigon, and Citadines Central Binh Duong Additional developments will feature Citadines Blue Cove Danang, Citadines Marina Halong City, Somerset West Point Hanoi, and Somerset West Central Hanoi The expansion will also encompass 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 to diverse visitors Whether for busy professionals, celebrities, energetic young adults, or families who enjoy traveling, The Ascott offers suitable lodging options across its various 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.
● 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 formation of Somerset Holding, which managed over 3,200 rental units across 15 major Asian cities.
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 Southeast Asia's largest bank, DBS Bank, 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, with Somerset Grand Hanoi and Somerset Ho Chi Minh City opening their doors in 1997 These serviced apartments have established a strong reputation, attracting tourists and residents globally, and positioning Ascott as a leading provider of international standard serviced apartment management in Vietnam.
The Somerset brand is the preferred choice for families seeking a home-like experience, offering fully equipped apartments that provide peace and comfort In contrast, Citadines appeals to vibrant individuals, making it an attractive option for those looking for a lively atmosphere.
Somerset is a top choice for travel-loving families and successful businesspeople, 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.
The Somerset brand management team upholds exceptional service standards across all departments, ensuring that every employee, from security and customer care to housekeeping and gym consultants, contributes to a superior guest experience.
The Somerset brand, part of the Ascott Group, has consistently received the prestigious “Top Serviced Apartment” award from the World Travel Awards, establishing itself as a global leader in the 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 owns valuable real estate properties strategically located in the heart of Hanoi and Ho Chi Minh City, the two largest urban centers in Vietnam.
In 2012, Ascott Real Estate Investment Fund, also known as Ascott Residence Trust (Ascott Reit), generated over 33 million USD (over 600 billion VND) in total revenue in Vietnam Notably, the Somerset Grand Hanoi contributed more than 10 million USD (over 200 billion VND) in room rental, making it the most valuable property within the portfolio, valued at over 74 million USD (approximately 1,500 billion VND).
HR policies
Labor rules
SOMERSET CO., LTD SOCIALIST REPUBLIC OF VIETNAM
Independence - Freedom - Happiness Number: , the day month year
In accordance with the Labor Code of the Socialist Republic of Vietnam, established on November 20, 2019, and the Government's Decree No 45/2013/ND-CP, issued on May 10, 2013, which elaborates on various aspects of the Labor Code regarding working hours, rest periods, and occupational safety and hygiene, it is essential to adhere to these regulations for ensuring a safe and productive work environment.
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;
On October 24, 2018, the Government issued Decree No 148/2018/ND-CP, which amends and supplements various articles of Decree No 05/2015/ND-CP, providing guidance on the implementation of specific provisions within the Labor Code.
Based on production and business organizations and labor organizations in enterprises;
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 establish the necessary discipline that employees must adhere to within enterprises, outlining the consequences for violations of these rules They also define the material liability that employees face if their actions result in damage to company assets.
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's policy and labor law may lead to amendments and additions to these regulations on a case-by-case basis Any changes will be registered with the Department of Labor, War Invalids and Social Affairs, and all employees will be notified accordingly.
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.
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)
+ 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 taken, add the total number of annual holidays to any additional leave days based on seniority, if applicable Then, divide this sum by 12 months and multiply the result by the actual number of working months in the year.
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, and any unused days will roll over to the following months Additionally, employees have the option to take a one-time annual leave, provided it does not disrupt work operations.
Employees must formally request a leave of absence and secure approval from their direct manager or director Any alterations to the leave schedule should be promptly communicated to the manager or director Additionally, any changes to the number of previously approved leave days require a new application and approval process, mirroring the original 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.
5 When taking annual leave, if the employee travels by road, railway or waterway but the number of days traveling both to and from 02 days, from the 03rd day onwards is charged an additional time of travel outside the annual holiday and is only counted for 01 break in the year.
6 How to deal with the number of holidays that have not been taken off in the year:
Unused holidays can be carried over to the following year, but employees are required to utilize their remaining leave by March 30 of next 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 their healthcare provider Failure to provide this documentation will result in the deduction of leave days from their annual leave entitlement.
- 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:
+ 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
After a minimum of four months of maternity leave, a female employee who wishes to return to work before the leave period ends must inform her direct manager or director at least seven days in advance and secure their approval.
- 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 secure 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.
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 a grandparent, sibling, or married parent It is essential for employees to notify their direct manager or director regarding this leave.
Employees can negotiate unpaid leave with their employer, but it requires a valid reason and must be approved by their direct manager or director.
Article 12 Overtime, working on holidays, paid holidays
1 Overtime means the working period outside the normal working hours specified in Article 5 of this Regulation.
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.
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 of this nature are designed to identify specific responses, determine the frequency of particular tasks, assess their relative importance, and outline the skills necessary for each task.
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 directly observe employees during task performance, and the findings will be 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
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 methods that primarily emphasize tasks, duties, and responsibilities, behavioral interviews aim to evaluate the competencies essential for performing those duties effectively.
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 scenarios Following this, they will create a comprehensive 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 accountability This collaborative approach allows team members to align on the work breakdown, providing them with the opportunity to review and refine their tasks.
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 significantly across different positions, as each role possesses unique characteristics For instance, the job description for a Receptionist differs markedly from that of a Waiter, while the Chef's responsibilities are assessed in relation to those of a Kitchen Assistant.
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 the top, accompanied by the secretariat, which plays a crucial role in alleviating the general director's workload The secretariat is responsible for managing information, conducting research, and offering support to various 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 hospitality business includes several key departments, each further divided into specialized areas The Marketing & Sales department encompasses Reservations and Convention Services The Rooms Division includes Housekeeping, Front Office, Security, Uniformed Services, and Telephone operations Meanwhile, the Food & Beverage department is segmented into Food Production (Chef), Restaurants, Bars, Banquet & Catering, and Room Service Each of these smaller departments consists of various roles and responsibilities, ensuring a comprehensive approach to service delivery.
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 plays a crucial role in ensuring the front desk operates seamlessly, implementing strategic plans while maintaining flexibility and efficiency.
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
Whether positive or negative, guest reviews offer valuable insights It’s essential to pay attention to feedback during check-out and systematically document and analyze it Additionally, monitor online review platforms such as TripAdvisor and Google, along with any third-party channels you engage with.
Encourage guests to provide feedback during check-out to increase the likelihood of online reviews When customers neglect to leave ratings, your hotel's visibility on lesser-known platforms may suffer, leaving you less visible to potential guests.
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 training and dedication, errors can occur Even minor oversights can lead to significant disruptions for customers during the check-in process.
A minor typo can lead to confusion regarding registration times, potentially disrupting check-in processes 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.
Common issues in front desk operations, such as errors, delays, and misunderstandings, typically stem from a lack of information or miscommunication To resolve these problems efficiently, it is essential to enhance communication, set clear expectations, confirm schedules, provide guidance on hotel operations, suggest 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.
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.
To enhance customer satisfaction, it's essential to provide guests with more time to enjoy your services upon arrival, whether they're looking to relax, explore, or work Implementing features like contactless towel requests through an app and creating a detailed operating manual can significantly improve the experience Additionally, empowering employees to make informed decisions fosters confidence and ensures exceptional service.
5 - Choose and train the right people
In the hospitality industry, having skilled employees who can swiftly and effectively address challenges is essential Additionally, it is important to identify your strengths and weaknesses and enhance your HR systems to address any existing skill gaps.
The location of your hotel plays a crucial role in attracting guests, so ensure that your staff possesses in-depth knowledge of the local area Additionally, prioritize investing in staff training to enhance the efficiency of your front desk operations.
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 experience during their stay, it's essential to gather key information through a pre-arrival checklist, utilize a guest database (Customer Management Software), and engage in friendly inquiries at check-in.
Technology revolutionizes hotel front desk operations, simplifying the implementation of best practices, enhancing guest experiences, and ultimately boosting bookings.
If you're looking to enhance your operations, it's crucial to explore department-specific software tailored for hotel reception While you may already utilize various technology platforms, adopting specialized solutions can significantly streamline your processes and improve overall efficiency.
JD/JR
Position Career Path
Receptionist -> Customer service manager -> supervisor -> administrator for secretaryComment:
Being a receptionist is not a stagnant role; it serves as an excellent starting point for both graduates and non-degree holders to develop essential skills for a progressive 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, relaxation, 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 environment The political and economic climate significantly impacts tourist numbers and hotel occupancy rates, prompting businesses to implement thoughtful measures to enhance guest satisfaction and address any concerns during their stay.
In today's globalized world, the hotel industry is increasingly shaped by trends of internationalization and regionalization, fostering both vertical and horizontal linkages across various sectors As a vital component of the tourism industry, hotel businesses are significantly influenced by interconnected economic sectors, including banking, finance, communications, and transportation These interrelationships can create either favorable or challenging conditions 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, yet RevPAR grew by 0.7% due to a 5.4% rise in room rates Additionally, total tourist arrivals surged by 13.1%, positively impacting the Average Daily Rate (ADR) The hotel room supply also increased by 9.7% and is projected to continue growing 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 first recorded case of SARS-CoV-2 in January 2020, RevPAR in the Ho Chi Minh City market has consistently declined from February to April, primarily 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 hotel room demand and supply resulted in positive business outcomes, with RevPAR rising by 8.8% year-on-year in 2019, driven by increases in both ADR and room performance Additionally, total tourist arrivals surged by 10.1% Room supply also expanded by 7.1% in 2019 and is projected to grow moderately at an annual rate of 3.6% 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
Vietnam's GDP growth for the second quarter of 2021 is estimated at 6.61%, marking an increase compared to the same period last year However, this growth rate falls short of the 6.73% recorded in the second quarters of 2018 and 2019, and it is also below Bloomberg's average forecast of 7.2% from its latest survey.
Vietnam effectively managed to control COVID-19 infections during the early months of the pandemic; however, the outbreak at the end of April forced temporary closures in key industrial parks, particularly in regions like Bac Giang, Bac Ninh, Binh Duong, and Ho Chi Minh City, the nation's manufacturing and processing hub.
Regarding the recent growth results, Mr Gareth Leather, senior Asia economist at Capital Economics commented: "The growth rate jumped year-on-year due to a weak comparative base.
Vietnam's GDP data indicates significant economic losses stemming from ongoing epidemic control measures With sporadic outbreaks expected to persist, the economy is projected to face even greater challenges in the coming month.
At a recent Government meeting, Prime Minister Pham Minh Chinh reaffirmed the commitment to maintain the established growth targets, endorsing the two scenarios proposed by the Ministry of Planning and Investment (MPI) 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 supply and demand meet Consequently, fluctuations in either supply or demand result in significant changes within the market.
First is the change in demand:
The success of a hotel or business largely hinges on its guests, as their preferences and behaviors directly impact attraction activities Market fluctuations and demand are shaped by various factors, including consumer awareness, purchasing power, and evolving trends High accommodation demand allows businesses to attract more visitors and selectively cater to them, enhancing operational efficiency Conversely, low demand intensifies competition, necessitating strategic adjustments in pricing and distribution channels to effectively draw in customers.
The shift in supply reflects the evolving quantity and quality of accommodation service providers in the market Fluctuations in supply and demand necessitate that businesses implement strategic policies to attract visitors effectively Although demand for accommodation services is rising, supply is also increasing, albeit with varying nuances and requirements Therefore, it is crucial for businesses to carve out their unique strategies to enhance operational efficiency in this competitive landscape.
The technical infrastructure of a country or region, including roads, transportation systems, communications, electricity, and water, significantly impacts the exploitation of tourism resources and customer attraction Quality infrastructure ensures convenience, safety, and cost-effectiveness for travelers, facilitating smooth hotel operations and enhancing labor productivity and service quality Consequently, to effectively attract tourists, it is essential to prioritize the material and technical foundations of tourism businesses, as well as the broader tourism industry and localities.
Political and legal instruments significantly influence the tourism industry, either facilitating or hindering its growth and the success of individual businesses These factors shape the strategic direction and development plans of the tourism sector For tourism enterprises to thrive, they require robust support from the host government; without such backing, their chances of survival diminish considerably.
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 competitive forces within the industry, including customers, competitors, potential competitors, suppliers, and alternative products These factors directly impact the hotel's operations, while the hotel's activities can also influence the surrounding environment Understanding the dynamics of these elements is crucial for the hotel's success and adaptability in the 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 effectively serve customers, 4-star hotels must attract experienced staff, a challenge that is mitigated by robust training programs and high demand for hotel employment However, many workers in Vietnam lack the necessary training to meet the standards required by these establishments.
● 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 groups: accommodation and catering To function efficiently, they must collaborate with a variety of suppliers providing diverse goods and services Predominantly, these suppliers are local enterprises, positioning hotels as "local exporters" of goods and services For instance, foreign guests pay in foreign currency, while the hotel settles its utility bills in local currency Additionally, hotels significantly rely on agricultural products to meet the demands of their restaurants, illustrating the interconnected nature of the restaurant supply chain.
In Vietnam, hotels in joint ventures with foreign partners predominantly import restaurant supplies, indicating a significant loss for local agricultural products in their home market This trend stems from various factors, particularly concerns regarding food safety, hygiene, and supplier reputation To address this issue, Vietnamese supply enterprises must focus on developing a high-quality supply chain The overall quality of hotel services and goods is heavily influenced by the caliber of their suppliers Therefore, it is essential for hotels and suppliers to engage in discussions aimed at enhancing the quality of goods and services, while also promoting the brand identity of Vietnamese products.
To achieve this objective, it is essential for the parties involved to establish clear standards for each category of goods and services, while also defining specific goals for every supplier.
Suppliers and hotels in Vietnam share a common objective: to provide high-quality service to guests while enhancing the country's reputation and prestige This collaboration is essential in a competitive market, where potential rivals also aim to deliver exceptional hospitality experiences.
* Factors to identify competitors in the hotel business
To assess your hotel competition, the primary consideration is the type of accommodation your hotel offers Identify the specific category your hotel falls under and analyze the number of direct competitors in your area that operate within the same category.
When customers search for hotels online, they encounter a range of options within the same category, often filtered by star ratings It's essential to evaluate whether competing hotels cater to the upper class, middle class, or a broader audience Analyzing customer preferences and search rates is crucial for identifying rival hotels and understanding market positioning.
When selecting accommodation, location is crucial for tourists, particularly those traveling in groups It’s essential to assess how nearby hotels compare to yours, as they may share the same neighborhood and pose direct competition for your business.
Service quality significantly influences customer experience, ultimately determining their likelihood of returning Customers often leave online ratings for hotels, impacting their overall reputation and star ratings Hotels that receive positive reviews and high customer satisfaction are typically grouped together in the same category, enhancing their visibility and appeal.
When evaluating your hotel's business premises, consider whether it offers facilities for meetings, seminars, and customer events Analyze hotels with similar features and identify the additional amenities your hotel provides that set it apart from competitors Understanding these factors will help you position your hotel effectively against direct rivals in the market.
To effectively attract your target customer segment, it's essential to assess the facilities and entertainment options offered by your competitors For instance, if your hotel features a golf course while a rival boasts a casino, understanding these differences can guide your strategic investments Identifying the recreational amenities that cater specifically to your guests will help you distinguish your hotel in a competitive market By analyzing your direct competitors, you can determine where to enhance your offerings to stand out and better serve your clientele.
Online accommodation sharing platform - a formidable opponent in the 4.0 period
Emerging online accommodation sharing platforms are posing a significant challenge to the traditional hotel industry Among the most notable players in this space are Luxstay, a Vietnam-based application focused on local accommodation services, and Airbnb, the world's leading online accommodation sharing platform.
● Luxstay – an application that specializes in providing potential accommodation sharing services in Vietnam.
● Aibnb – the largest online accommodation sharing platform in the world today.
In Ho Chi Minh City, the Caravell Hotel faces competition from nine prestigious 5-star hotels, including the Park Hyatt Saigon Hotel, Hotel Marco Polo Omni, Equatorial Hotel, New World Hotel – Saigon, Sheraton Saigon Hotel, Legend Hotel Saigon, Sofitel Plaza Saigon Hotel, Windsor Plaza Saigon Hotel, and Renaissance River Side Hotel Saigon Each of these luxury accommodations offers unique features and services, catering to discerning travelers seeking exceptional hospitality.
In 2018, the General Department of Tourism reported that 2,400 new accommodation establishments were launched across the country, with 83 of these facilities achieving a 3 to 5 Star rating.
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
The company boasts a dedicated team of experienced professionals, with a robust middle management that energizes growth and supports senior leadership Our skilled sales and marketing team excels at analyzing consumer preferences and trends, ensuring we remain attuned to market demands Additionally, we prioritize the development of junior staff through comprehensive training, instilling a customer-first mindset that drives our commitment to exceptional service.
Somerset is dedicated to enhancing service quality through continuous innovation, focusing on the development of its official website to keep customers informed about the latest promotions and appealing new services By leveraging AI technology to analyze customer consumption trends and feedback, both positive and negative, Somerset can swiftly implement necessary adjustments and improvements Additionally, the company boasts a robust network of reliable carriers and carefully selected quality suppliers, ensuring a comprehensive service experience.
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
6 HR department works quite well
1 The quality of training is quite low
2 Web design and setup team is still inexperienced
3 Customer care service is still inadequate
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.
Recruitment process (evidence)
Explain Recruitment Process
Step 1: Get to know Paragon Hotel company Check out our available positions, benefits information, and upcoming recruiting events online.
Step 2: Fill out an application.
Step 3: During the initial Screening of Applications & Resumes, you will be contacted by theHiring Manager if your qualifications meet the job criteria.
Step 4: Initial Phone/Video Chat- This is an opportunity for you to show us what you’ve got.
Step 5: Formal Interview(s)- We may schedule you to come back to the office for one or multiple interview(s) Your interview could be either an individual or group interview.
Step 6: Reference Check- At this point, all new associates must successfully pass a criminal background check.
Step 7: Offer & Acceptance Process- Welcome aboard in which the HR Manager will be in constant communication with you regarding the job expectations, orientation, training, etc.
Step 8: Onboarding Process- Activity in which you get adjusted to the social and performance aspects of the new job quickly and smoothly, and learn the attitudes, knowledge, skills, and behaviors required to function effectively within PHC.
Step 9: Feedback and new hire monitoring- Assess their performance of your work providing feedback for strengths, weaknesses, and opportunities for improvement.
Selection process
Explain Selection Process
When a job requirement is announced, companies often receive a vast number of applications To efficiently filter these candidates, a detailed preliminary interview process is implemented to eliminate those who do not meet key eligibility criteria, such as educational qualifications, necessary skills, relevant certifications, and experience Additionally, candidates may be evaluated based on their background and demonstrated interest in the position.
Many companies are adopting innovative recruitment techniques to attract the right candidates from the start A notable example is Uber's "Code on the Road," an in-app coding game that allows candidates to advance directly to the next stage of the selection process upon successfully completing the challenge This trend of gamifying recruitment is becoming increasingly popular in human resource management.
After successfully completing the preliminary interview, organizations should focus on standardizing the application process Candidates are required to complete a uniform application form that captures essential information, including personal details, qualifications, work experience, background, and educational history Additionally, the form can include sections for hobbies and interests to provide a more holistic view of the candidate This thorough application form will be invaluable during the final selection phase, especially when evaluating candidates with similar qualifications.
The screening stage involves shortlisting candidates from the applicant pool, facilitated by a committee comprising team leads, department members, and coordinators who will collaborate with the selected individuals This process evaluates various criteria, such as educational qualifications and relevant experience Interview details and requirements are communicated to potential candidates through calls or emails.
Preliminary tests play a crucial role in the job selection process by evaluating candidates' aptitude, IQ, emotional intelligence, skills, and personality traits While some companies conduct these assessments remotely, many opt to host them on-site at their facilities, ensuring candidates are informed of the testing schedule in advance.
The selection interview is a pivotal part of the hiring process, serving as an in-person discussion that assesses a candidate's fit within the company culture During this crucial stage, employers outline the job profile, detailing the roles and responsibilities expected of the candidate Additionally, candidates are encouraged to voice any concerns or questions they may have, fostering an open dialogue between both parties.
Employment interviews typically consist of multiple rounds, such as group discussions and various activities These in-person interviews enable employers to assess candidates' abilities, personalities, teamwork, and leadership skills effectively.
In-person interviews offer valuable insights into a candidate, but contacting references is crucial for verifying their qualifications Engaging with references can reveal additional qualities about the candidate, including professionalism and work ethics During this phase of the recruitment process, organizations typically reach out to former employers or relevant educational institutions.
Medical examinations are increasingly becoming standard practice in modern organizations, as companies recognize the importance of both mental and physical fitness in their workforce A healthy employee tends to take fewer sick leaves and manages stress more effectively, leading to enhanced productivity in fast-paced environments Consequently, some employers prioritize medical fitness assessments as a critical step in their screening process.
The final stage of the recruitment process involves finalizing details, where successful candidates receive an offer letter from the organization Typically, this offer includes a temporary position with a promise of permanent employment upon completing the probationary period The appointment letter outlines essential information such as salary and company policies, and candidates may also be required to sign a Non-Disclosure Agreement (NDA) to protect company data.
Overview
The hiring process is a structured approach that a recruitment team utilizes to provide job candidates with essential information for making informed hiring decisions This process includes key steps like the initial screening call, in-person interviews, background checks, and culminates in extending a job offer This guide will equip you with the necessary insights to develop an efficient selection process tailored for your organization.
Screen CV: practice Group, results
Step 1 Give specific evaluation criteria
To streamline the application screening process and avoid overlooking qualified candidates, employers should establish clear criteria before beginning the review These criteria may vary in number and characteristics based on the specific position, but they must align with the job requirements that candidates will fulfill upon recruitment Documenting these criteria beforehand enhances the efficiency and convenience of the application evaluation process.
Step 2 The type of application does not meet the basic requirements
To streamline the hiring process and avoid unsuitable resumes, it's essential to eliminate those that fail to meet basic requirements This includes resumes lacking a clear job title, unprofessional application letters, disorganized layouts, grammatical errors, and numerous spelling mistakes Such flaws often indicate a lack of attention to detail and sincerity in the job application, making it advisable to discard these resumes.
Employers should eliminate resumes that do not meet essential recruitment criteria to streamline the screening process For instance, when hiring for a Marketing Manager position, resumes lacking relevant work experience can be discarded, allowing recruiters to concentrate on more qualified candidates.
Step 3 Select the profile with the right skills
Once you have filtered out unsatisfactory resumes, the next step is to identify those that align closely with the recruitment criteria To streamline the process, concentrate on the work experience section of each CV Disqualify any applications that do not meet the essential criteria Conversely, group together the resumes that sufficiently or nearly meet the requirements to simplify the subsequent screening phase.
Step 4 Re-filter the best candidates
To select the most suitable candidates, it's essential to thoroughly review their CVs, focusing particularly on the work experience section Assess the positions they have held, the nature of their job responsibilities, their job-hopping frequency, and whether they demonstrate a strategic perspective in their career choices.
Employers may want to reconsider hiring candidates with a history of frequent job hopping Instead of solely focusing on technical skills, it’s essential to evaluate candidates on their soft skills, job-related competencies, and alignment with career goals before scheduling interviews.
Step 5 Ask the candidate to provide more information
When screening resumes, if you have questions about a candidate's experience and skills, consider reaching out for clarification You can either call the candidate directly or send an email requesting details about their past projects or asking for a skills assessment This approach will help you identify the best candidates for the next round of face-to-face interviews.
Screening candidate profiles is a routine task for HR professionals that can be time-consuming However, by implementing effective organizational strategies, this process can be streamlined, making it quicker and more efficient.
Test: practice interviewee group, results
How to Conduct a Group Interview:
Inform each candidate in advance that they will participate in a group interview, as this format can be intimidating Providing them with this information allows adequate preparation time, enabling candidates to formulate thoughtful responses that distinguish them from others Additionally, include details about the interviewers in your request email to further assist candidates in their preparation.
Step 2: Meet with the other interviewers before meeting with candidates.
The most crucial step in the group interview process is to collaborate with fellow interviewers to outline the interview's structure It's essential to agree on the questions to be asked, designate who will pose each question, and establish a method for evaluating each candidate's performance effectively.
During an interview, it's essential to recognize that each key decision-maker on the panel may have distinct priorities influenced by their roles within the company, leading to varied questions To ensure a cohesive discussion, openly communicate about these priorities and how you plan to address them, fostering a collaborative atmosphere rather than a conflicting one.
For a successful interview process, it is advisable to designate one interviewer to oversee the entire session This individual can effectively manage the flow of the interview, ensuring that all participants have the chance to contribute while also allowing candidates to express themselves without feeling hurried.
Step 3: Introduce yourselves to the candidates when they arrive.
In the interview, each participant should introduce themselves by stating their name and job title, along with their reasons for being involved in the discussion This practice enables candidates to understand the specific concerns and inquiries of each interviewer, fostering clearer communication and enhancing the overall interview experience.
Step 4: Take turns asking questions.
To ensure a fair interview process, it's important that questions are posed one at a time rather than all at once Interviewers should take turns asking their specific questions, allowing for a more organized and respectful dialogue At the end of the interview, a final round of questions or additional comments from the candidates can be permitted The interview facilitator plays a crucial role in managing this process effectively.
Step 5: Debrief with the other interviewers.
After the interview concludes, it's essential to promptly share your impressions of the candidates with the other interviewers Whether you choose to discuss immediately or later in the day, having this conversation while the interview is still fresh will aid in determining the best candidate for the position Collaborating with your fellow interviewers will enhance the decision-making process and ensure a well-rounded evaluation.
Interview
This is a model that allows you to respond to interview types of case questions by following the following sequence:
● Situation: Introduce an event, project, or challenge faced
● Task: Your responsibilities and duties in that situation
● Action: What did you do to solve and complete your work.
To excel in interviews, candidates should systematically structure their responses using the STAR model, which emphasizes the importance of thorough preparation and consistent practice with sample questions Additionally, it's essential to recognize that employers may utilize various interview formats to assess candidates effectively.
● Interview multiple candidates at the same time
● Fixed sample interview c How to make an impression in the selection of employees
● Arrive on time, but not too early
● Enter the interview room with confidence
● Pay attention to the use of words
● Get ready to talk about the company as well as yourself
● Check your personal belongings before entering the interview
● Bring hard copies of necessary documents
Onboarding/ Orientation
Professional program
A program of advanced learning that leads to an occupation governed by a mandatory regulatory body Professional programs include, but are not limited to:
- Purposes and " of the enterprise
- Organizational structure, products, current markets
- The development of the business
- The location of the departments
- The name and personality of the leadership
Apprenticeship assessment
1, Find an end-point assessment organization
You need to find an end-point assessment organization for your apprentice early on during the apprenticeship
Resources to help prepare for end-point assessment
To help choose an end-point assessment organization, you can:
Ask your training provider for advice
Contact end-point assessment organizations for more information on their services
2, Cost of end-point assessment
3, Preparing for end-point assessment
Before considering if your apprentice is ready, the apprentice must have:
Completed the minimum duration of their apprenticeship
Met the requirements set out in the end-point assessment plan
After fulfilling the necessary requirements, you and your training provider should utilize the end-point assessment plan to evaluate whether the apprentice possesses the skills needed to successfully pass the end-point assessment.
Apprentices who fail their end-point assessment are able to resit or retake.
A resit involves the apprentice resitting one or more components of their assessment without further training.
A retake involves an apprentice doing further training before they do their assessment again.
A resit or a retake cannot be taken to improve the original grade if an apprentice has passed their end-point assessment.
All end-point assessment organizations are externally quality assured to make sure they are working to a high standard.
Training (ADDIE)
Training need analysis
Step 1: Clarify training objectives and results to be achieved => Somerset advocates training to serve the medium and long-term goals of the business.
Step 2: Determine the required skills
● Based on individual needs: the analysis results show the needs of each individual in the overall picture of the business.
To initiate a strategic training plan, the department will distribute a survey to department heads, requesting them to identify their training needs and return the completed information.
● Based on company needs: the training department must be able to grasp strategic information of the company and plan to focus training on those areas.
The training plan, as determined by the human resources department, identifies training needs based on job descriptions, which differ by location, rank, and organizational policy.
Step 3: Evaluate employee productivity and skills assessment => Other methods to determine employee competency: performance appraisal, employee self-assessment, survey, customer feedback, test or interview.
Step 4: Identify specific training goals
Design training course
Help students confidently design framework outlines, detailed scenarios, approach and develop training materials used in the training process in a coherent and methodical manner.
Develop training course
● Training program includes mini-lectures, and a variety of exercises.
○ Exercises to accelerate role distribution in a team
Implementation training course
Step 1: Accurately identify internal training needs
● Managers will use human resource assessment tools to classify employees.
The individual responsible for internal training will collaborate with business leadership to establish both short-term and long-term training plans tailored to each department and employee level, aligning with the leadership's recommendations.
Step 2: Develop an internal training plan
● The full plan will include the following elements:
○ Name of internal training program
○ Specify the goals of the training plan
○ Who will participate in the training program
○ Human resources, the department will be in charge
○ Main content and form of personnel training
● Requires that those in charge of training need to spend a lot of time to develop specific and detailed plans.
● When making a plan, the trainer needs to pay attention to the corporate culture, then find a partner and create the most appropriate training content.
Step 3: Categorize training plan templates
Based on training subjects and training time, it is divided into 2 main types of training plan templates as follows:
● Classification of training samples by employee level
○ Leadership training: for those who can become leaders, they are used a lot with joint stock companies, limited liability companies.
○ Professional training plan template: applicable to those who want to improve their professional skills, to increase salary levels and increase responsibility after finishing the training course.
○ New employee training plan template: this is also known as new employee training.
○ Short-term training plan template: training time is usually from 1 to several days.
○ Sample long-term training plan: training time is usually over 1 week to about a few months.
Step 4: Implement and evaluate the training program
● Managers need to clearly inform employees about the spirit of the training program.
● Avoid the situation that employees are not clearly informed, thereby thinking that these are formal programs, bringing no results, leading to employees being distracted or not participating enthusiastically.
Step 5: Evaluate quality, implement process improvement
● Managers should know that training goals, personnel status or human resource development strategies of the enterprise always change, depending on each specific period.
● If you want to optimize internal training programs, making them a professional training course, businesses must constantly improve the program.
Following each internal training session, it is essential for managers to gather statistics and solicit feedback from employees This evaluation process helps identify the strengths and weaknesses of the program, enabling the team to learn valuable lessons for future training sessions.
Evaluation training course
* 4 key steps form the framework for in-company training evaluation:
Step 1: Before training: need to assess your specific needs
● Annual or professional interviews (which take place every two years) will help highlight your priority needs.
An upstream knowledge assessment or trainer interview is essential for evaluating an intern's knowledge level This evaluation aids in tracking progress and facilitates accurate distance measurement before and after exercise.
Step 2: During training: the instructor will confirm the learner's understanding and acquisition of knowledge.
● Most instructors use these context tests or role-playing games to confirm understanding and facilitate long-term memorization of the lesson.
Step 3: At the end of the training: it is important to plan a tool to measure participant satisfaction about all elements of the system such as content, instructor methods, teaching skills, course organization …
Feedback can be provided through various methods, including oral discussions during round-table planning or through personal and written means, such as distributing questionnaires at the conclusion of training sessions, with the latter method offering significant advantages in comprehensiveness.
To effectively evaluate student knowledge and validate the on-site curriculum, a comprehensive final assessment should be implemented Commonly utilized assessment tools include multiple-choice questions, true-false questionnaires, and self-assessment surveys conducted prior to presentations.
Step 4: A few months after completing the training: Three to six months after training, it is necessary to measure its impact in a professional situation and more precisely its added value to employees (this is called transferable value) and for the company.
● Several methods can be used to evaluate this step:
○ An analytical grid for behavioral progression after training.
○ Analyze the development of individual goals.
○ The effectiveness and efficiency of the employee in his position.
○ Analyze the development of performance indicators.