(TIỂU LUẬN) INTERNSHIP REPORT 1 HOTEL MANAGEMENT ACTIVITIES STATUS OF THE HOUSEKEEPING DEPARTMENT AT INTERCONTINENTAL SAIGON

HONG BANG INTERNATIONAL UNIVERSITY FACULTY OF ECONOMY- ADMINISTRATION oOo TRƯƠNG ANH KHOA INTERNSHIP REPORT HOTEL MANAGEMENT HO CHI MINH CITY AUGUST 10TH, 2022 HONG BANG INTERNATIONAL UNIVERSITY FACULTY OF ECONOMY- ADMINISTRATION oOo ACTIVITIES STATUS OF THE HOUSEKEEPING DEPARTMENT AT INTERCONTINENTAL SAIGON MAJOR: HOTEL MANAGEMENT SUBMITTED BY: ANH KHOA TRUONG STUDENT NUMBER: 201409694 CLASS: HM20DHE_HM1 INSTRUCTOR: NGUYEN THI MINH PHUONG HO CHI MINH CITY AUGUST 10TH, 2022 ACKNOWLEDGEMENT For the next tour, I would like to thank all the visiting faculty of Hong Bang International University as well as the visiting professors who have taught me for the past four years I appreciate the management, Mr.Tran Duc, as well as the supervision, captain and all of the Housekeeping staff In order for me to my internship well at the hotel, all the favorable conditions have been brought to bear with my commitment to professional knowledge and expertise I would like to express my deep gratitude to Miss Nguyen Thi Minh Phuong, my direct mentor and author of this report Due to limitations in my time and education, I had just started Familiar with the work, so my report was unavoidable That's mine The practice reports are deeper My deepest gratitude to you! SOCIALIST REPUBLIC OF VIETNAM Independence – Freedom – Happiness INTERNSHIP REVIEWS Full name of trainee: Trương Anh Khoa Class: HM20DHE-HM1 of the Faculty of Economics - Administration Major: Hotel Management School: Hong Bang International University Internship at the Department: Housekeeping Scoring suggestions for each section Bad (below points) ( ) Good (5 to 7,9 points) ( ) Excellent (8 to 10 points) ( Sense of discipline & behavior at work: Score: ( ) Knowledge in given work: Score: ( ) Skill (Ability to perform assigned work tasks): Score: ( ) TOTAL: ……………/30 Ho Chi Minh City, Date … Month …, 2022 Campus (Signature and Stamp) ) SOCIALIST REPUBLIC OF VIETNAM Independence – Freedom – Happiness COMMENTS OF INSTRUCTOR (1) …………………………………………………………………………… ……….…………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… …………………….……………………………………………………… …………………………………………………………………………… …………………………………………………………………………… ……….…………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… ……….…………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… Score ( ) Ho Chi Minh City, Date … Month …, 2022 Instructor SOCIALIST REPUBLIC OF VIETNAM Independence – Freedom – Happiness COMMENTS OF INSTRUCTOR (2) …………………………………………………………………………… ……….…………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… …………………….……………………………………………………… …………………………………………………………………………… …………………………………………………………………………… ……….…………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… ……….…………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… Score ( ) Ho Chi Minh City, Date … Month …, 2022 Instructor TABLE OF CONTENTS ACKNOWLEDGEMENT TABLE OF CONTENTS TABLE OF CHART TABLE OF PICTURE CHAPTER 1: INTERNSHIP AGENCY OVERVIEW 10 1.1 OVERVIEW OF INTERCONTINENTAL SAIGON HOTEL AND RESIDENCES 10 1.1.1 History of IHG and InterContinental Saigon HOTEL AND RESIDENCES 10 1.1.2 Overviews about InterContinental Saigon 12 1.2 DETAIL 23 1.2.1 Logo 23 1.2.2 Business Etiquette 23 CHAPTER 2: OPERATIONAL STATUS OF HOUSEKEEPING .25 2.1 INTRODUCTION TO HOUSEKEEPING DEPARTMENT AT INTERCONTINENTAL SAIGON 25 2.1.1 Organisation Chart of Housekeeping 25 2.1.2 Relationship with other departments in Housekeeping 26 2.2 MAIN RESPONSIBILITIES OF HOUSEKEEPING 27 2.2.1 Housekeeping 27 2.2.2 Florist 27 2.2.3 Laundry 28 2.2.4 Public Attendant 28 2.3 EVALUATE THE CURRENT STATE OF HOUSEKEEPING OPERATIONS 29 2.3.1 Staff qualifications 29 2.3.2 Satisfaction 30 2.3.3 The role of Housekeeping in hotel’s business 31 CHAPTER 3: PRACTICAL EXPERIENCES AND RECOMMENDATIONS 32 3.1 PRACTICAL EXPERIENCE 32 3.1.1 Communication 32 3.1.2 Self Learning 32 3.1.3 Hotel 32 3.2 RECOMMENDATIONS 33 3.2.1 For the hotel 33 3.2.2 For the university 34 Appendix 35 References: 35 Picture of report: 37 DIARY INTERNSHIP 1/2 39 TABLE OF CHART Chart 1: Organization of InterContinental Saigon (Source: InterContinental Saigon) 20 Chart 2: Organizational chart of Housekeeping department (Source: Housekeeping Department, 2022) 25 Chart 3: Staff’s Satisfaction (Source: Author’s survey data) 31 CHAPTER 1: INTERNSHIP AGENCY OVERVIEW 1.1 OVERVIEW OF INTERCONTINENTAL SAIGON 1.1.1 History of IHG and InterContinental Saigon The InterContinental Saigon Hotel & Residences is a part of the InterContinental Hotel’s Group (IHG), which has the most rooms of any hotel chain in the world If you give it some thought, the founding year of the InterContinental hotel chain was 1777 when William Bass established a brewery in Burton-on-Trent and operated it under his own name Their red triangle brand rose to prominence in the UK in 1986 Bass Brewery and Charringtons joined in 1967 in London, making Bass one of the largest brewers and bar operators in the area (InterContinental Saigon, 2022) The Bass Company has owned a variety of hotels since 1987 However, the group’s hotel business underwent a substantial upheaval on a global scale in 1988 when the Holiday Inn International chain and then the remainder of the Holiday group's operations were acquired Inn in 1990s North America With the launch and growth of Staybridge by Holiday Inn, Bass joined the US’s association of upscale lodgings in 1997 Bass was the brand in the US to reach 50 units the quickest The firm made a breakthrough when it acquired InterContinental from Pan American World Airlines in March 1998 InterContinental was founded in 1946 to cater to travelers as well as the 40.000 crew members and staff of Pan American when they were on duty Continued with the purchase of Southern Pacific Hotels Corporation (SPHC) in January 2000, including 59 hotels under the “Parkroyal” and “Centra” brands in Australia, New Zealand and the South Pacific as well as a number of guests The addition of Bristol Hotels & Resorts Inc which owns 112 hotels, many of which are in Southeast Asia and Bass Hotels & Resorts has made the group one of the strongest in the world Additionally, 988 small pubs were sold to other organizations, and Bass Brewery was sold to a Belgian brewery The group’s name was changed to “Six Continents” at the same time, signaling the move from a beer business group to a top hotel group in the globe Six Continents has kept up its sales and purchases of a variety of hotels, concentrating on high-end markets Six Continents announced the division of the rest of the company from the hotels and beverage companies, branded as InterContinental Hotels Group, on October 1, 2002 to become known as Mitchells 10 2.2.3 Laundry Depending on the requirements of the business or organization, a laundry staff member is in charge of washing garments, linens, and other washable textiles In order to avoid mixing up the laundry of different owners, a laundry worker should properly segregate the clothes In accordance with the property’s defined standards, the laundry performs daily assigned tasks such as replacing guest laundry, washing linens, replenishing amenities, and cleaning guest rooms Employees help maintain uniform records and sort and distribute staff uniforms to workers Restocking, inspecting, and putting together supplies and inventories are additional tasks All internal and external clients are provided with clean uniforms, towels, and linens, and all guest requests are handled professionally and courteously by the laundry (InterContinental Saigon, 2022) 2.2.4 Public Attendant The upkeep of tidy and secure conditions in public areas is the duty of public area attendants They frequently work at locations like stadiums, shopping malls, hotels, and airports Cleaning floors, walls, windows, bathrooms, garbage cans, and other surfaces may be among their responsibilities They may also keep an eye on machinery like vacuums or floor buffers to make sure it's properly kept and working In accordance with the hotel’s policies and regulations, the Public Attendant guarantees the cleanliness and orderly presentation of assigned guestrooms or serviced flats and upholds a pleasant overall impression of the property In addition to maintaining and cleaning guest rooms or serviced flats, PA is needed to inspect the property and note any broken or worn-out objects The PA engages with guests in a polite and professional manner and is crucial in handling any special requests or issues (InterContinental Saigon, 2022) 27 2.3 EVALUATE THE CURRENT STATE OF HOUSEKEEPING OPERATIONS 2.3.1 Staff qualifications Each member of the hotel staff is crucial to the success of the establishment and to the customer's decision to stay there again or to refer their friends and family Everything depends on how the visitor feels about the facilities, the level of service they received, and the assistance provided by the hotel employees, all of which will influence how the visitor feels about the hotel (InterContinental Saigon, 2022) The InterContinental Saigon hotel's crew is currently made up of incredibly skilled and professional individuals, allowing the hotel’s team to hire workers by weeding out the qualities and properties that would function best The hotel also has quite good employee benefits, which will attract many talents to the hotel From there, we will have managers and staff with high skill levels and sound professional abilities, and they will oversee the nature of the work as well as the standard of customer service and room service in particular In general, the hotel will be excellent and get lots of positive feedback from guests (InterContinental Saigon, 2022) The hotel also offers professional development courses to help staff members develop their skills, as well as courses on fire safety and occupational safety, so that staff members may learn more and advance their expertise Consumers will be served more effectively, the quality of hotel services and room service will be ensured, and there will be less mistakes made when serving customers (InterContinental Saigon, 2022) Considering the rigorous standards for experience, qualifications, The hotel will locate qualified candidates for the position for which the staff has applied, improving the quality of the personnel in the process The hotel also has stringent rules around working ethics and behavior to teach staff members how to treat customers properly The standard of room service is not an exception, since the staff members who interact directly with visitors must also be kind and affable in order to win over their sympathies Professional credentials and job abilities at the InterContinental Saigon Hotel & Residences are largely acceptable but not particularly valued (InterContinental Saigon, 2022) 28 Even while that percentage has climbed year over year, the proportion of workers with university degrees has consistently been lower than that of college graduates and intermediate workers The hotel’s workforce is primarily college-educated, with modest levels of professionalism and professional abilities Therefore, the hotel must have a policy to improve the professional and professional credentials of its personnel in order to recruit high-quality labor from a variety of sources and enhance the level of service provided to guests (InterContinental Saigon, 2022) As a result, the workforce has a significant impact on a company’s ability to undertake business operations Employees play a key role in the hotel industry by serving as a representative of the establishment to clients, building rapport with them, and acting as a liaison As a result, for the hotel to execute investment operations to raise the caliber of its goods and services, it must first train a robust, high-quality, and trained personnel (InterContinental Saigon, 2022) We consider the hotel’s language restriction to be its degree of foreign language Only the workers that directly serve guests and the management have high levels of foreign language proficiency, while the majority of the staff is still fairly weak, merely out of formality This results in a level of customer care that just focuses on communication rather than truly understanding and sharing with consumers The staff in hotels nowadays operates in a similar manner, thus finding particular solutions will be necessary (InterContinental Saigon, 2022) 2.3.2 Satisfaction One of the evaluation criteria used to determine a company’s success is the amount of employee happiness When a person is happy with their work, they will be more productive and committed to the company On the other hand, increasing employee happiness will keep human resources stable, cut operational expenses, and boost output business Consequently, customers and employees are essential for any organization (InterContinental Saigon, 2022) The topic is both a source of wealth and a source of competition for enterprises People have committed their material and spiritual creations to supporting each enterprise’s life and growth As a result, increasing employee happiness is more 29 important than ever because it plays a crucial role in keeping qualified individuals (InterContinental Saigon, 2022) 2.3.3 The role of Housekeeping in hotel’s business The bedroom service business is the primary activity of the lodging industry in particular and the hotel industry in general For the hotel industry, one of the key revenue-producing divisions is the rooms division In order for other departments to function properly, the room department directs visitors there: The hotel’s guest flow has led to the expansion and development of its guest amenities, including eating, massages, visa processing, and a business center This has increased the hotel’s revenue Visitors to the housekeeping area are also visitors to the other services Depending on the quantity of guest rooms and extra amenities, the lounge area might also draw a sizable number of employees (InterContinental Saigon, 2022) 30 CHAPTER 3: PRACTICAL EXPERIENCES AND RECOMMENDATIONS 3.1 PRACTICAL EXPERIENCE 3.1.1 Communication I have received a lot of valuable experience at Intercontinental Saigon in terms of work, met passionate and qualified people, and gained a lot of new relationships that will surely help me a lot in the future Future Not only that, I have also improved a lot in communication skills, teamwork skills, willing to ignore my ego to be able to support each other to complete the work in the best way 3.1.2 Self Learning When starting a new job, it is not easy to adapt to a new environment with new people Sometimes you will be confused and overwhelmed by all the new things and a lot of work that you have never had to go through before going to school Flexibility to understand consumer needs and deliver exactly what they ask for Dynamic to understand psychology, expertise to support customers to make the right decisions 3.1.3 Hotel The housekeeping department of InterContinental Saigon in particular, as well as other departments in general, has made significant contributions to the development of the tourism industry and the success of the hotel Each hotel will operate differently and have a different organizational structure and set of rules However, the goal is to satisfy as many visitor needs as possible while generating income for the hotel While the conference planning process at InterContinental Saigon's Housekeeping department isn't perfect, learning about the process has provided us with some insight into the basics of the business it Investors will benefit from having effective development policies if they are aware of the important role and place of housekeeping department 31 Similar to how the economy is growing, the tourism sector is also expanding rapidly Domestic and foreign investors are currently paying great attention to this field It can be argued that the development of the accommodation industry has been quite rapid since its inception until now from hotels that are mainly equipped to meet the needs of an overnight stay So far, there has been a rapid advance in everything from infrastructure to in-room technology, service, and the quality of human resources 32 3.2 RECOMMENDATIONS 3.2.1 For the hotel The main component of the room service category in the hotel industry is labor The efficiency of the labor force has significant impact on cabin providing activity for guests Therefore, the hotel needs to pay more attention to the management of human resources in the hotel room department to optimize the cleaning process Improving staff training and development and using effective personnel promotion policies are essential for successful human resource management, especially when attracting quality employees InterContinental Saigon needs the following to improve the size of its staff: Implement effective "recruitment quality" : First the hotel must perform good "recruitment quality" work in order to obtain a quality workforce The hotel is required to put forth requirements consistent with opening and it is imperative that employers meet all these requirements Age, sex, education, experience, soft skills (computer, language, communication), physical attainment, health and other factors can be considered Hotels must pay attention to offering reasonable trial time and scheduling regular training sessions during the recruitment process so that the staff obtain the information and skills needed to ensure quality of service and meet customer expectations Use effective personnel policy: In addition to the material compensation policy, the hotel needs to pay more attention to the mental accommodation policy for use 33 3.2.2 For the university You need to organize more soft skills training and build confidence when talking to the consumer because your soft and communication skills are still lacking To give students more practical experience with equipment, to extend rigorous practical training time in specialized fields, equip more teaching and practice tools, and replace outdated items In the hotel before we started training to keep students from getting lost Be quick to address questions and learning by students Inform students of issues with instructor, teacher meeting, report, practice earlier, full, specific, and clear so that they have time to prepare well 34 Appendix References: https://sbghcm.org/intercontinental-saigon-the-exclusive-year-end-staycation/ https://insights.ehotelier.com/insights/2015/07/27/five-star-housekeeping-neededfor-five-star-properties/ https://hoteltechreport.com/news/hotel-housekeeping-duties https://setupmyhotel.com/train-my-hotel-staff/hk/789- housekeeping.html#: %7E:text=Definition%20of%20Housekeeping&text=By%20a nother%20definition %2C%20’housekeeping%20is,back%20areas%20and%20the %20surroundings’ https://e.vnexpress.net/news/video/how-hcmc-hotel-got-ready-for-obama-s-visit- in-2016-4263463.html https://business.amchamvietnam.com/list/member/intercontinental-saigon-206 https://www.icsaigon.com/?gclid=Cj0KCQjw54iXBhCXARIsADWpsG_V7Ux_g0 WtOvFncOVl1UbVq8QbFXRbjRNGBo_HW0S2-prlsiBhrOYaArBCEALw_wcB https://www.oyster.com/vietnam/hotels/intercontinental-asiana-saigon/ 35 http://naks.com.au/housekeeping-hotel.php 10 https://www.icsaigon.com/news-media 11 http://nghiduong.com.vn/thong-tin-khach-san-intercontinental/ 12 https://badianhotel.com/what-is-housekeeping-department-of-a-five-star- hotel/#:%7E:text=Cleaners%20and%20Maids%20in%20the,then%20prepare%2 0th e%20beds%20themselves https://sbghcm.org/intercontinental-saigon-the-exclusive-year-endstaycation/ 13 36 DIARY INTERNSHIP 1/2 Student’s full name: Trương Anh Khoa Student Code: 2014096944 Class: HM20DHE-HM1 Course: Hotel Management Department: Housekeeping Organization’s name: InterContinental Saigon Address: CORNER HAI BA TRUNG ST.& LE DUAN BLVD., DISTRICT 1, BEN NGHE WARD, HO CHI MINH City ,VIETNAM Date of internship: From June 10 2022 To August 10 2022 37 Date Week Week Week Week Week Week Week Week Week In order for students’ internships to have good results, the Department of Tourism - Hong Bang International University would like to request that the organization comments on the students’ attitudes, carry out tasks, and learning styles Please confirm all their work in this diary sheet after each week of students’ internship Day… Month … 2022 Manager (Supervisor’s signature, full name, to stamp) 38 SOCIALIST REPUBLIC OF VIETNAM ORGANIZATION Name: InterContinental Saigon Independence - Freedom - Happiness Address: CORNER HAI BA TRUNG ST.& LE DUAN BLVD., DISTRICT 1, BEN NGHE WARD, HO CHI MINH City ,VIETNAM INTERNSHIP EVALUATION Student’s full name: Trương Anh Khoa Student Code: 201409694 Class: HM20DHE-HM1 Faculty of Economy- Administration - Hospitality Management Hong Bang International University Internship at the Department: Housekeeping Department Supervisor’s name: Mr Tran Duc Scoring suggestions for each section Not good (less than points) Good (more than 5- points) Excellent (more than 8-10 points) Sense of discipline and attitude at work (e.g., personal characteristics, obey, patience, clarity, on time, appropriate personal appearance, creativity etc.) (10 points): ……………………………………………………………………………………… Points: ……………… Knowledge with assigned work (e.g., understand the task, work well, instructional and support colleagues, clear shift, effective work, smooth communication in English, satisfactory task, enthusiasm, etc.) (10 points): ……………………………………………………………………………………… Points: ……………… 39 Skills of ability to perform assigned work tasks (Interpersonal skills, engaging, sociable, polite, courteous, customer service, dependability, friendly, problem solving, teamwork, deliver orders, efficient, energetic, enthusiastic, flexible, motivation, prioritizing, stress tolerance, awareness, agility, cleaning, follow instructions, input orders, etc.) (10 points): ……………………………………………………………………………………… Points: ……………… General evaluation:………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… Total points: …… /30 …Day… Month … Year 2022 Manager (Supervisor’s signature, full name, to stamp) 40 ... 10 1. 1 OVERVIEW OF INTERCONTINENTAL SAIGON HOTEL AND RESIDENCES 10 1. 1 .1 History of IHG and InterContinental Saigon HOTEL AND RESIDENCES 10 1. 1.2 Overviews about InterContinental. .. Staff’s Satisfaction (Source: Author’s survey data) 31 CHAPTER 1: INTERNSHIP AGENCY OVERVIEW 1. 1 OVERVIEW OF INTERCONTINENTAL SAIGON 1. 1 .1 History of IHG and InterContinental Saigon The InterContinental. .. sustainably (InterContinental Saigon, 2022) 23 CHAPTER 2: OPERATIONAL STATUS OF HOUSEKEEPING 2 .1 INTRODUCTION TO HOUSEKEEPING DEPARTMENT AT INTERCONTINENTAL SAIGON One of the three primary components of