TOPIC CAREER DEVELOPMENT IN FRONT OFFICE DEPARTMENT, PARK HYATT SAIGON HOTEL

VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION FINAL REPORT 50% CAREER ORIENTATION IN HOSPITALITY TOPIC: CAREER DEVELOPMENT IN FRONT OFFICE DEPARTMENT, PARK HYATT SAIGON HOTEL Supervisor name: THS NGUYỄN QUỐC LỘC THS NGUYỄN HẢI NAM THS VŨ THỊ HỒNG NHUNG Student name : PHẠM THU HIỀN Student ID : 720H0310 Class : 20H70501 HCM CITY, MONTH DECEMBER YEAR 2020 TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION ************* REPORT EVALUATION CAREER ORIENTATION IN HOSPITALITY 50% SEMESTER 1, ACADEMIC YEAR 2020 – 2021 Topic: Career Development In Front Office Department, Park Hyatt Saigon Hotel Student name: Phạm Thu Hiền Student code: 720H0310 Evaluation No Criteria Grade Format: - Present according to required guideline (font, page number, table content, charts…) - No spelling mistake, typing mistake, referencing mistake Clear and understandable sentences Content Introduction Chapter 1: Overview of organization - History of establishing and developing (0.5) - Hotel and Outlets Description (1.0) - Hotel structure: Organization chart explanation (0.5) Score Note 0.5 0.5 0.5 2.0 and Chapter 2: Overview of department - Overview (1.0) - Department structure and explanation (1.0) - SWOT (2.0) 4.0 Chapter 3: Plan to achieve the goal - Preparation for knowledge (0.5) - Preparation for skill (0.5) - Preparation for experience (0.5) - Attitude (0.5) Conclusions: summarize all content of report shortly Total 2.0 0.5 10.0 Total mark: Day ……….month……… year 20……… Marking lecturer INTRODUCTION CHAPTER 1: OVERVIEW OF ORGANIZATION History of establishing and developing Hotel and Outlets Description .6 CHAPTER 2: OVERVIEW OF FRONT OFFICE DEPARTMENT 20 Overview .20 Department structure and explanation 21 SWOT analysis (Strengths- Weaknesses- Opportunities- Threats) 24 CHAPTER 3: PLAN TO ACHIEVE THE GOAL 27 INTRODUCTION 2020, the year with a large number of disasters, is going to end soon One of the most enormous disasters this year is the COVID-19 pandemic Strategies to flatten the COVID-19 curve such as community lockdowns, social distancing, stay-athome orders, travel and mobility restrictions have resulted in a temporary closure of many hospitality businesses and significantly decreased the demand for businesses that were allowed to continue to operate (Bartik et al., 2020) Accounting for the unprecedented travel restrictions, the United Nations World Tourism Organization expects that international tourists will be down by 20% to 30% in 2020 when compared to the last year To put this into context, they also drew a comparison from the SARS outbreak in 2009, which led to a decline of just 0.4% of the international tourist market The hospitality industry accounts for 10% of the global GDP In 2020, it is forecast that the number of international tourists to Vietnam will decrease by over 80%, domestic tourists will decrease by 45%,the estimated total damage is up to 23 billion USD The whole industry is front of the brink, there is not really prospective evidence that our industry will revive in the near future However, at the moment, I am still a freshman, there is a long way for me to really face those difficulties, and from what I know, this year, because of the effects of the COVID-19 which lead to the fall of hospitality, less 12-grade student chose to learn this major, they afraid of the unemployment in the future, but not me, I believe that with the improvement of technology, our World will survive after this nightmare, and after that, hospitality will become stronger than ever, when people can go outside for a long time, once they have a chance, they will go nonstop Therefore, as a person who is going to work in this field, I need to prepare for myself the knowledge, skills, and experiences that are needed for my future, and have a plan is a must Till now, I had an opportunity to attend a very first class that relates to my profession, and with plenty of help from my three lecturers, I have pictured how I will have grown up in the future At the moment, I have a huge interest in the Front Office department, I spent some time working on it I think I am quite good at making plan and a good speaker, I have thought that I suitable for working in this field Therefore, in this report, I am going to set up a career development plan for myself in The Front Office department, Park Hyatt Saigon Hotel, which is about how should I grow up and what I need to improve in progress at university and years after graduation CHAPTER 1: OVERVIEW OF ORGANIZATION History of establishing and developing Review & Location Opened in 2005 and renovated in 2015, the 245 room Park Hyatt is the only recently built Saigon property to acknowledge the locale’s French colonial architectural heritage in its design Right in the centre of town on busy Hai Ba Trung St with easy walking access to the shopping, dining, bars and sights of the city Overlooks an unsightly and often fetid carpark behind the landmark Opera House that definitely needs some attention Figure: The Introduction on Park Hyatt Saigon Website History Perhaps the hotel’s most intriguing feature is the memorial that has pride of place at its entrance The site was a US military accommodation from the early 1960s known as the Brinks Hotel Officer’s Quarters On Christmas Eve 1964 a Viet Cong car bomb exploded near the lobby as part of an escalating campaign of violence across the city against the US aligned South Vietnamese regime Thirteen Vietnamese and two American servicemen were killed in the attack The memorial here commemorates the Viet Cong action against US Forces The Brinks Hotel building was demolished to make way for the Park Hyatt Hotel Hotel and Outlets Description Amenities The Park Hyatt underwent extensive renovations in 2015 refreshing the look and room amenities Amenities Lobby The hotel lobby is appealingly cosy and minimal - a pleasant change from the ostentation of some of the other five star hotels in town It sets the feel for the Park Hyatt experience Lobby Lobby Entrance Accommodation business Experience the most sumptuous and seamless of stays at Park Hyatt Saigon, one of the leading accommodations in Saigon District 1; with 245 rooms including 23 suites, which recently underwent a complete renovation of décor, facilities and furnishings Today, the upgraded French-colonial style rooms combine elegant, traditional comfort with the latest technology, including in-room mini iPads, Nespresso machines and sensor lighting systems For those of you who welcome additional space, the suites at Park Hyatt Saigon all feature a separate living room, as well as a curated collection of oil paintings, antiques, lacquerware and handcrafted embroidery by established Vietnamese artists Suites Park Suite Lam Son Suite Park Deluxe Suite Park Executive Suite President Suite King Bed King Bed Garden0View Twins Bed Twin Beds Garden View King Bed Deluxe Twin Beds Deluxe 10 Hotel structre: Organization chart and explanation Front Office Manager Housekeeping Manager Spa Manager Director Of F&B Assistant Director F&B Executive Sous Chef Executive Chef Pastry Chef General Manager Director Of Finance I.S Manager Director Of HR Training Manager Director OfSales & Marketing Director Of Engineering Engineering Manager 15 EXPLAINATION General manager A general manager or GM is an executive who has overall responsibility for managing both the revenue and cost elements of a company's income statement, known as profit & loss (P&L) responsibility A general manager usually oversees most or all of the firm's marketing and sales functions as well as the day-to-day operations of the business Frequently, the general manager is responsible for effective planning, delegating, coordinating, staffing, organizing, and decision making to attain desirable profit making results for an organization Front Office Manager A front office manager is the senior person in an office environment and accountable for maintaining a professional work environment, staff supervision, and administrative support They shoulder a variety of responsibilities, often at the discretion of the company owner Housekeeping Manager A housekeeping manager, or head housekeeper, has overall responsibility for cleaning rooms, laundering bed linen and maintaining furnishings and other equipment in hotels, residential homes, hospitals and student accommodation Spa Manager Spa Managers oversee all aspects of the operations of beauty, health and wellness spas Their core duties include managing staff, overseeing facility maintenance, developing budgets and creating marketing and promotions campaigns Staff-related duties could entail hiring, training and scheduling employees Director of F&B A general manager or GM is an executive who has overall responsibility for managing both the revenue and cost elements of a company's income statement, known as profit & loss (P&L) responsibility A general manager usually oversees most or all of the firm's marketing and sales functions as well as the day-to-day operations of the business Frequently, the general manager is responsible for effective planning, delegating, coordinating, staffing, organizing, and decision making to attain desirable profit making results for an organization 16 Assistant Director F&B Assistant Director of Food and Beverage Responsibilities and Duties Assist Director in managing daily operations of food and beverage department Assist in hiring, training and disciplining employees to achieve departmental objectives Executive Chef An Executive Chef oversees the daily operations of restaurant and hotel kitchens This may include hiring, training and overseeing kitchen staff, and ensuring a highquality, cost-effective product Also known as Chef Manager or Head Chef Executive Sous Chef The Executive Sous Chef is responsible for all aspects of the kitchen such as menu plans, operations, recipes, financial responsibility, portion and inventory control, food quality, and employee supervision The Executive Sous Chef provides leadership training and hands-on management of the kitchen staff Pastry Chef A pastry chef or patisserie, is a station chief in a professional kitchen, skilled in the making of pastries, desserts, breads and other baked goods They are employed in large hotels, bistros, restaurants, bakeries, and some cafés Director Of Finance The Director of Finance is responsible for all accounting and financial requirements of his/her company, also for providing financial support, advice and expertise to the General Manager and hotel team, with the aim of maximizing value I.S Manager Information systems managers, sometimes called information technology (IT) managers or IT project managers, are in charge of all computer-related activities in an organization By planning, coordinating, and providing help to individuals in a business, they ascertain the IT goals of an organization As such, they are responsible for implementing computer systems and technical frameworks to ensure those goals are met Director Of Human Resourse HR directors are responsible for the smooth and profitable operation of a company's human resources department Typically, they supervise and provide consultation to management on strategic staffing plans, compensation, benefits, training and development, budget, and labor relations 17 Training Manager The Training Manager is crucial to the success of your hospitality business They are responsible for creating and implementing training programs and overseeing the development of careers They set performance metrics, evaluate productivity and help employees create long-term career plans within an organization Director Of Sales & Marketing The Director of Sales & Marketing is responsible for managing the implementation of the hotel's sales and marketing strategies and achieving budgeted top line revenue for the hotel The DOSM is accountable for guest room and catering/banquet revenues Director Of Engineering The Director of Engineering is responsible to coordinate and manage the day-to-day maintenance and up-keep of the hotel as it pertains to engineering Key Responsibilities: Ensure preventive and corrective maintenance of the real estate Engineering Manager Responsible to manage all aspects of maintenance staff on a daily basis Directs, coordinates and performs routine, preventive and emergency interior / exterior maintenance and repairs to obtain optimum efficiency and economy of hotel operations 18 CHAPTER 2: OVERVIEW OF FRONT OFFICE DEPARTMENT Overview It is the one of the many departments of the hotel business which directly interacts with the customers when they first arrive at the hotel The staff of this department is very visible to the guests The general role of Front Office is welcome guests when they check in and check out All the employees in this department are the first to directly meet, communicate and respond to the customer needs This department can be said to be the face of the hotel, helping the customers get the first experience of the hotel’ service This means Front Office department can have the impact on other service in the hotel such as efficiency of revenue, F&B, entertainment,… Front Office is the common link between customer and the business Take a closer look, some functions of the Front Office Dept are:  Providing information, referrals and advice to customers about hotel services  Receive and promptly resolve complaints of the hotel  Receive reservations and arrange rooms for guests  Coordinate with other departments of the hotel to ensure the requirements of the customers during their stay at the hotel  Do check in and check out procedures when the customers arrive and leave Reception is not an easy job, requiring you to have the right elements: Good communication: The hotel receptionist every day has to communicate with hundreds of customers from different places so communication skills are very important Good and skillful communication will easily leave a beautiful impression on visitors Persuasion skill: This is an important factor for you to persuade customers to use more of the hotel services, contributing to increase revenue for the hotel Problem solving skills: This factor helps you to solve all complaints, questions as well as problems arising from customers, creating a good impression on customers 19 Department structure and explanation 20 Explaination Front Office Manager( FOM) A front office manager is the senior person in an office environment and accountable for maintaining a professional work environment, staff supervision, and administrative support They shoulder a variety of responsibilities, often at the discretion of the company owner Assistant Front Office Manager( AFOM) Assistant Front Office Manager essentially helps to run all office operations in the absence of a front office or resident manager This includes supervising front desk personnel, resolving guest issues and processing payments Receptionist The hotel Receptionist is responsible for providing a friendly, welcoming and efficient service to all hotel guest, with the hotel’s vision and values on customer satisfaction The main purposes of the hotel reception area’s staff are to respond courteously to guests’ requests, take part in the general working of the reception desk Lobby/Duty Manager Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times Cashier A hotel cashier collects money from guests for their lodging accommodations and any other fees they may incur during their stay, including parking, valet, room service and telephone or computer use fees They are also commonly required to maintain related records and files regarding financial transactions that take place at the front desk Reservation This position work is keep track of the list and capture room status: pre-booked, available or paid rooms need to be cleaned, and receiving guests Handling situations related to booking, guests staying such as prepayment, extending the schedule, arranging rooms for guests 21 Operator The hotel Operator job is that receives calls from outside the hotel, forwarded to related departments Recording messages to customers and employees, forwards messages to requested locations In addition, the switchboard department also manages and records billboards for paid calls from customers Guest Relation A Guest Relation Officer, also known as a Guest Relation Coordinator or Guest Relation Specialist, is a customer service-oriented employee who essentially greets hotel guests From escorting guests to rooms to assisting in arranging reservations, Guest Relation Officers ensure a pleasant and satisfying stay at a hotel Concierge Counseling for customers during their stay at the hotel, support to welcome guests as well as services to assist guests to leave the hotel Also provide information about the hotel features and the surrounding entertainment area Night Auditor A night auditor is the first point of contact for late-night hotel guests and manages many aspects of their visit A night auditor acts as a front desk agent, with the added responsibility of balancing reports from the previous day's shifts Door man, Bellmen A Bellmen is a hotel porter who helps patrons with their luggage while checking in or out Bellhops often wear a uniform (see bell-boy hat), like certain other page boys or doormen This occupation is also bellboy 22 After all these analyst, i made a choose, I think it good for me to become a part of Reservation team eservation helps the hotel to keep track of the number of guests at a time in the future Therefore, it helps hotels to plan ahead and ensure that there are rooms for guests on the day of their arrival, maximizing room capacity and room revenue Well done booking will help the hotel be proactive in picking up To meet and satisfy the needs of the hotel as well as to assign, arrange and coordinate activities in the hotel R On the contrary, the poor booking system will reduce the occupancy and hotel revenue, even more make a bad impression on guests SWOT analysis (Strengths- Weaknesses- Opportunities- Threats) a) Strengths I am a person who are good at organizing, emphasize the most on organization and structure  This is a necessary virtue for reservationists because their job is mainly related to arranging rooms for the guests I am also a good administrative manager, and I really enjoy working with software, numbers, statistics  Every day, reservationist needs to sum up the list of expected check-in, check-out of the day, statistics of the reservation contents to be sent to other relevant departments to achieve the best preparation I am kind of keen on collecting data and information, in a most detailed way that I can  This is really helpful in collecting information about customers trends when booking which results in I can approach the customers in many aspects, in the best way Some of the characters that I have and I am really proud of are patient and persistence, I rarely give up in front of bunch of workloads, no matter what the circumstances are, I will make sure to finish all the work given in the best way that I can  This will become one of my best advantages since my patient becomes really helpful in convice the customers I am also a punctuality person, my friends sometimes get jealousy about this side of me when I can always be the one who finish all the tasks first cause I believe that punctuality indicates competence One of the experiences that I believe not many my fellow have, when I was in High School I had try to run a small business( though it fell in a short time), but during that time I had learnt many things Since I had a chance to approach many types of 23 customers, they are individuals that no one are alike, I had learnt to become flexible in front of different customers I also learnt how to organize work, recorded sales invoices, made work as convenient as possible b) Weaknesses I am a meticulously person, sometimes it take me a while to stop working on the work needed to end long time ago and move to another work, which leads to the delay in others progress Sometimes, I become too suspicious, if someone tell me something, I not believe it right away and go to search about it by myself, this leads to some situations that my friends get angry because I not believe them, but it does not happen much I am kind of intolerant sometimes, and it really hard for me to adapt to a new environment It always take me a really long time to get used to with new things I am not a really bad speaker or bad persuader but I am not so confident when speaking in front of the crowd, sometimes it gives me a lot of trouble  I believe that this is a side that I need to improve the most, since working in this major means you need to working with people everyday, so it may becomes a dangerous things if I not have confidence One weakness I think that will have a huge effects on my university life is teamwork I am the person that enjoy working alone more than working in a team  This is a really bad things since the more I close to the social the more I need to be good at teamwork It also affects on me if I choose to work in reservation, because the environment there require really high get along between the employee c) Opportunities & Threats In the 21st century, the Online Booking system brings many benefits to the travel business owners When businesses build a website integrated with this system, they will receive a competitive advantage over their competitors, increasing the number of tours and services sold This is also a huge aid for anyone who Reservation work, since it become easier for they to arrange their work with the help of technology However, cause there are works that can be replaced by technology, there will be less needs of labor but high standard for requirements and result in more and more competition in these positions Since Reservation is a part of Front Office department, working in this position means working with various types of characters Every single day you need to deal with different people, you are not only a good speaker but also need to be a convincing person If you not finish your work good enough, then you will affect all others part of the hotel because how can a hotel run without customers 24 As I said before, with the development of technology, works can be replace by the used of machines, which requires the skilled labor, especially computer skilled in this position This means both good and bad news for me Now, I am study in a university, which will be a significant chance to improve my English, my computer skilled, and when I make my graduate, my certificate will be more valued than study in a vocational college However, when we make a comparision, in professional knowlegde aspects, the one who graduated from vocational college is outweighed the one from university since study in the university has less opportunities to approach the reality This might be a difficult job, but when you well, you pay off As I research, the salary of this position is approximately from 10-20 million VND, not a really high level when compare to others, but in addition to the basic salary, the positions in the Reservation department also receive a service charge divided from the monthly revenue of the hotel Depending on the needs, the hotel will have its own requirements to recruit reservation staff Reservation both have good and bad side when we working on it, but if we not take a chance to try it, how can we know if it suitable for us or not 25 uated 1st year After Senior Junior Sophomore Freshman CHAPTER 3: PLAN TO ACHIEVE THE GOAL Preparation for Knowledge Preparation for skill -Pass subject ‘Career in Hospitality Management’ with good grade( more than 7)  to fullfill that I need to spend 200% working on this report - Pass all the subject with good enough grade this year, I have to learn about subjects related to math and management( not my Many subjects related directly to my career now  try my best to pass all those subjects( grade more than 7), have a effectively time-planning to ‘Revenue Management’, ‘Qualification on Exam’, ‘Workintegrated Education’ subjects that really -Having knowledge about local area through study and research -Computer Skill is really needed  Fundamentals of Informatics (1,2) with the best performance (aiming 800) - Fundamentals of Informatics ( 800) -IELTS 6.5-7.0 ( I am in 6.0 now)  I will spend -Confidently Speaking in front of the crowd try to become a presentator in any classes -Improve Soft -Teamwork Skill, Communication Skill, English Skill, Soft Skill, Leadership, need to be as good as possible -Teamwork Skill, Communication Skill, English Skill, Soft Skill, Leadership, need to be perfect in this year Preparation for experience -2 months experienced Spend my summer with a part time job working as a English - Go to school in parallel with going to work (waitress in restaurent or -Study as well as work in a Front Office department in a 3-star Hotel (part-Working as a Reservation in a star hotel ( casual labor, fulltime job) Attitude Leadership quality  Volunteer to become the leader in atleast teamwork this - Go to school in parallel with going to work throughout the whole year  -Prepare for myself attitude to become an employee working in a FO dept in a -Equipping attitude that a person work in Reservation needs 26 uated 5th year Afteruated 3rd year After -Becoming -Be a expert in professional in English and knowledge about local Computer skills area -Working as a Reservation in a star hotel ( employee)  years -Having not only -Be a expert in -Achieving knowledge about local 2nd and 3rd to become a reservation area but also others language supervisor in countries in the World a star hotel (Park Hyatt Saigon) -Having perfect attitudes that a Reservationis t needs -Good at Leadership 27 SUMMARY In conclusion, despite the current difficulties, it is extremely important to have a specific plan for yourself in the future My goal in the future is to work at reservation position in Park Hyatt Saigon, so study hard, giving myself lots of opportunities to clash with reality is really essential Although the front can be difficult, giving a try is what I need Communicate, Computer, English, Soft Skills, as well as professional knowledgeable is what i need to improve and prepare for myself My ultimate target is become a Reservation Supervisor after years graduated And I still have a long way to go, but the really optimistic mind I believe that I can it 28 REFERENCES Park Hyatt Saigon Official Website, https://www.hyatt.com/enUS/hotel/vietnam/park-hyatt-saigon/saiph Các vị trí phận FO- tiền sảnh khách sạn (2015), https://www.hoteljob.vn/tin-tuc/cac-vi-tri-trong-bo-phan-fo-tien-sanh-khach-san Front Office gì? phận Front Office (2017), https://ezcloud.vn/front-office-la-gi/ Báo cáo thực tập khách sạn parkhyatt saigon hotel, https://text.xemtailieu.com/tailieu/bao-cao-thuc-tap-khach-san-parkhyatt-saigon-hotel-180723.html Front Office gì? Mơ hình tổ chức phận lễ tân khách sạn (2018), https://hotelcareers.vn/kien-thuc-nganh/front-office-la-gi-mo-hinh-to-chuc-bo-phanle-tan-khach-san Front Office gì? Những phận Front Office (2020), https://news.timviec.com.vn/front-office-la-gi-nhung-bo-phan-co-ban-trong-frontoffice-41940.html Bản mô tả công việc trưởng phận lễ tân khách sạn( 2017), https://www.hoteljob.vn/tin-tuc/ban-mo-ta-cong-viec-truong-bo-phan-le-tan-khachsan Lịch sử hình thành khách sạn Park Hyatt, https://dackhuphuquoc.vn/lich-suhinh-thanh-cua-khach-san-mang-thuong-hieu-park-hyatt/ Front Office Management – Introduction, https://www.tutorialspoint.com/front_office_management/front_office_management _introduction.htm#:~:text= Front Office Management Tutorial, https://www.tutorialspoint.com/index.htm Front Office Organisation Chart / Front Desk Organization Chart, https://setupmyhotel.com/train-my-hotel-staff/front-office-training/744-front-officeorganisation-chart.html 29 ... I suitable for working in this field Therefore, in this report, I am going to set up a career development plan for myself in The Front Office department, Park Hyatt Saigon Hotel, which is about... https://www.tutorialspoint.com/index.htm Front Office Organisation Chart / Front Desk Organization Chart, https://setupmyhotel.com/train-my -hotel- staff /front- office- training/744 -front- officeorganisation-chart.html... high-speed internet access 12 Dining Indulge in a well-rounded dining experience at Park Hyatt Saigon Park Hyatt signature restaurant, Square One, features authentic Vietnamese and French cuisine While