CAREER ORIENTATION IN HOSPITALITY 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: TRAN THI THUY VY Student ID: 721H023 Class: 21H70501 HCM CITY, MOTH 12 YEAR 2021 TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION ************* 0 VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION FINAL REPORT 50% CAREER ORIENTATION IN HOSPITALITY TOPIC: PERSONAL DEVELOPMENT PLAN DURING COLLEGE AND YEARS AFTER GRADUATION AT PARK HYATT SAIGON HOTEL LOBBY Supervisor name: THS NGUYỄN QUỐC LỘC THS NGUYỄN HẢI NAM THS VŨ THỊ HỒNG NHUNG Student name: TRAN THI THUY VY Student ID: 721H023 Class: 21H70501 HCM CITY, MOTH 12 YEAR 2021 TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION ************* 0 REPORT EVALUATION CAREER ORIENTATION IN HOSPITALITY 50% SEMESTER 1, ACADEMIC YEAR 2021 – 2022 Topic: CAREER DEVELOPMENT IN FRONT OFFICE DEPARTMENT, PARK HYATT SAIGON HOTEL Student name: Trần Thị Thúy Vy Student Code: 721H023 Evaluation No Criteria Grade Format: - Present according to required guideline (font, page Score Note 0.5 number, table content, charts…) - No spelling mistake, typing mistake, referencing mistake Clear and understandable sentences Content 0.5 Introduction 0.5 Chapter 1: Overview of organization 2.0 - History of establishing and developing (0.5) - Hotel and Outlets Description (1.0) - Hotel structure: Organization chart and explanation (0.5) 4.0 Chapter 2: Overview of department - Overview (1.0) - Department structure and explanation (1.0) - SWOT (2.0) Chapter 3: Plan to achieve the goal 2.0 - 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 0.5 Total 10.0 Total mark: Day ……….month……… year 20……… Marking lecturer 0 TABLE OF CONTENTS PREMED Chapter 1: Overview of Park Hyatt Hotel .6 1.1 Hyatt Corporation 1.2 History of formation and development of Park Hyatt Saigon Hotel 1.3 Business areas of Park Hyatt Saigon 1.4 Personnel organization structure .14 Chapter 2: Front Office Overview .15 Department overview 15 Department Positions and Roles 15 Job Opportunities 15 3.1 Titles in the department .15 3.2 How to organize work in front office 15 3.3 Requirements and salaries of titles 16 3.4 Pros, cons, opportunities, and challenges of working in front office .18 Chapter 3: Plans to Achieve the Desired Position in the Department 21 Conclude: 22 0 PREMED Currently, tourism is a smoke-free industry that is very focused on development in most countries in the world, and Vietnam is no exception We are trying to make tourism a key industry, driving other economic sectors to develop To that, there must be appropriate policies and strategies to develop tourism, in which business activities are one of the most important areas to be paid attention to How the annual customer base is hosted by a travel company is very important, it makes the revenue that comes with profitability and forms a brand as well as its position in the domestic, regional and world markets Therefore, researching, analyzing and understanding the structure of the customer market is a very important and urgent issue, it will help businesses orient the customer market that they want to target At the same time, we also have appropriate customer care policies, as well as help expand the market and attract many new customers Accommodation and dining businesses act as producers providing products directly to visitors and are one of the main and most important components of the tourism supply It can be said that anywhere in the world wants to develop tourism, it is necessary to develop a system of hotel businesses to provide services to satisfy the needs of food and sleep – indispensable needs during human travel The proportion of revenue of this type of business always dominates the total revenue of the whole tourism industry in countries 0 Chapter 1: Overview of Park Hyatt Hotel 1.1 Hyatt Corporation Hyatt is the world's leading hotel management group with over 62 years (1957 - 2019) experience managing more than 700 hotels worldwide History of hyatt group formation Hyatt was founded in 1957 by Jay Pritzker, the third-oldest of the Pritzker family Over the next decade has evolved into North America's fastest-growing ownership and management system  1967: Hyatt Regency Atlanta Hotel & Resort with unique design makes Hyatt a pioneer in global hospitality services  1969 opened its first hotel outside the U.S with Hyatt Regency Hong Kong project  1980: Introducing the Grand Hyatt (New York) and Park Hyatt (Chicago)  1990: Hyatt enters global vacation ownership  2006: Introducing the Hyatt Place brand  2007: Introducing the Andaz brand, Hyatt becomes one of the fastest growing multinational companies, ideas are developed on a global scale  2009: Joined the New York Stock Exchange Famous brands of Hyatt Group: Luxury: Park Hyatt Wellness: Miraval (Acquired by Hyatt in 1995) Premium: Grand Hyatt, Hyatt Regency, Hyatt Lifestyle: Andaz, Hyatt centric, the Unbound Collection by Hyatt Modern Essential: Hyatt Place, Hyatt Hhouse All Inclusive: Hyatt Zilava, Hyatt Ziva Vacation ownership: Hyatt Residence Club 0 1.2 History of formation and development of Park Hyatt Saigon Hotel To become a luxurious and magnificent hotel like today Park Hyatt Saigon has gone through many ups and downs to be able to come into operation It is known that Park Hyatt Saigon was built by the initiative of Dr Nguyen Van Hao – who served as Deputy Prime Minister in the old Saigon regime Because he represented a part of the knowledge at the time and showed a strong spirit of respect for the nation, the Central Leadership supported and dedicated the 6,500m2 land in a favorable location to implement the construction of the project In 1993 to raise investment capital, a joint venture was formed in the form of a joint venture called Grand Imperial Saigon Hotel Company Although the project was licensed for investment in 1994, started in 1996, when the financial crisis occurred in Asia in 1997, the project was not restarted until 2002 The 5-star Park Hyatt Saigon hotel was finally completed in July 2005 and officially opened in October 2005 Park Hyatt Saigon hotel is a 5-star standard hotel located in the center of the city right at Lam Son Square In District The building is surrounded by a system of tourist attractions such as restaurants, parks, commercial areas Park Hyatt Saigon hotel is designed with colonial Indo-Indochina architecture mixed with culture, beauty and tropical climate in Vietnam Park Hyatt Saigon hotel is invested by Grand Imperial Saigon Hotel Company and selects Hyatt Group as a manager – this is a hotel management unit with scale and reputation worldwide The prestigious awards that the hotel received: 0 Park Hyatt Saigon is in the top 10 "Best City Hotels in Asia" – the world's largest travel magazine thanks to its positive reviews from its downtown location, luxurious design, attentive service and renowned restaurants Park Hyatt Saigon has been named in the list of "World's Best Hotels" 11 times Not long after, this hotel was voted "Best Business Hotel in Ho Chi Minh City" at the Business Traveller Asia-Pacific Awards 2015 Since 2007, Park Hyatt Saigon has been consistently loved by readers and voted "Best Business Hotel in Ho Chi Minh City" This is the ninth consecutive time Park Hyatt Saigon has been honored with this prestigious award 1.3 Business areas of Park Hyatt Saigon Park Hyatt Saigon is a new 5-star hotel operated in Vietnam operated by American international group Hyatt Located in the heart of the city, at Lam Son Square, the hotel offers guests absolute luxury standards and services of international standards This includes business types such as: Rooms The hotel has 252 luxurious guest rooms including 21 apartment rooms, a large swimming pool, a modern spa, high-end refreshments and restaurants along with a wellequipped mall and meeting room, banquet hall, wireless Internet of public areas All hotel amenities meet business and entertainment needs, giving guests comfortable and convenient holidays Room type : 0 Park Twin or King: includes 34 m2 rooms, designed in a classic style with wooden floors, private work area, super-fast Internet, marble bathroom with a separate bathtub and shower area There is one King bed or two single beds Park Deluxe King Twin : includes the amenities of the Park room, located on the 3rd floor, adjacent to the pool, with its own terrace Rooms of this type all have glass windows with wooden shutters that open to the terrace, and head towards the beautiful swimming pool or tropical garden Park Suite King: includes a separate living room area with a sofa, bedroom with a large marble bathroom Glass-mounted wooden windows combine harmoniously with wooden interiors, giving a cozy feel to visitors 0 Park Executive King: (110 m2) – includes a separate bedroom, living room and dining room with a capacity of people, accompanied by a small kitchen The bathroom is large marble with a large bathtub and a separate shower area with LCD flash-screen televisions Presidential Suite: located on the top floor of the building, consists of a white marble break room and a large wooden living room, arranged with a set of sofas The dining room can accommodate people with a small kitchen full of tools The room is equipped with state-of-the-art, modern technology including multi-channel satellite television, DVD player, broadband Internet with voicemail system There is also a make-up area, a large storage room, a personal iron cabinet Wide marble bathroom with wide bathtub and LCD panel flat-screen televisions Room amenities: - Air conditioning 0 - Coffee and tea making tools - Ceiling fan - Hair dryer - Internet service - Safe - Refrigerator - Newspaper and magazine services - Private bathroom - LCD flat-screen televisions Wireless internet in the room - Writing desk Restaurant and Bar Opera - a modern-style restaurant that serves pizza, noodles and local dishes with breakfast, lunch, dinner, snacks and outdoor dining, with views of Lam Son Square Square One (located upstairs) – a large restaurant, a pleasant and comfortable atmosphere specializing in serving Western and Vietnamese dishes The restaurant has display kitchens including a juice and wine counter, private dining rooms and a large glass of wine that showcases the characteristics of the world's wines 0 Park Lounge – an ideal spot for business or social meetings, elegantly designed with glass windows with city views Entertainment facilities Spa with treatment rooms - Sauna with bathtub - Body treatments and beauty care 0 - Take care of hair and toenails, hands The 20-second swimming pool is located in a beautiful garden - Fully equipmented gym Meeting room & function room Large room, 550m2 divided into soundproofed areas with a capacity of 450 guests, meeting rooms (of which rooms have balconies and natural light) board meeting rooms There is also an area for exhibitions or relaxation with cocktails or coffee Amenities & Other services - Childcare - Business Center - Helper - Medical services - 24-room service - Parking space - Airport transfer service - Travel services - Wireless internet 1.4 Personnel organization structure 0 Chapter 2: Front Office Overview Department overview • Brief - Front office (FO) means the Lobby department in hotels, resorts - Front Office is responsible for welcoming and supporting customers during the customer's stay at the hotel Front Office is the first department where employees will communicate and build relationships and give customers their first impression of the hotel Department Positions and Roles • Missions Welcome guests and welcome guests - Receive and resolve customer requests - Guide and help guests with the in-receipt and dismite-and-off procedures - Store and fill in the guest's information on the hotel system - Report to the chief manager about the operation situation - Support other departments to complete the task well Transfer your requests and information to relevant parts of the hotel • Roles - Is a bridge between customers and hotels / hotel services Make a good impression on the hotel guests It is a bridge between the parts of the hotel - Is a powerful department to help advise and comment on the hotel situation, needs, customer tastes Job Opportunities 3.1 Titles in the department - On-duty management - Manage customer service department - Supervising customer service - Supervising the lobby department - Driver - Customer relations staff - Baggage handle - Pick-up staff at the airport 3.2 How to organize work in front office 0 3.3 Requirements and salaries of titles a Requirements • FRONT OFFICE MANAGER - Have a lot of experience in managing and solving problems - Office informatics, information technology: MS Office - Have skills, knowledge of customer service - Skills in solving problems and handling situations, questions and complaints of customers - Fluent in English • ASSISTANT FRONT OFFICE MANAGER Good communication and communication skills with customers - Organizational, management and supervision skills - Foreign language proficiency, flexibility and good work under pressure - Knowledge and experience using Smile, Opera / Fidelio hotel software • FRONT OFFICE SUPERIVSOR - Solid professional knowledge - Have the capacity and management qualities - Good communication skills - Fluent foreign language communication - Good work ethic Take responsibility for your work and withstand high pressure Know how to organize and coordinate work - Mastering regulations, standards and technical procedures in supervision - Have professional experience • RECEPTION Welcome guests - Introduction of room types - Check-in/check out - Resolve complaints from guests - Provide information and services to customers + REQUEST - Appearance - Good communication ability - Good at foreign languages • CONCIERGE - Pick up passengers at the airport - Help guests move - Manage luggage warehouses - Deliver mail/fax /mail to guests - Answer questions about places to eat, play, nearby tours + REQUEST - Easy-to-see appearance - Open, vivacious, friendly, flexible Good English - Priority is given to candidates with experience working at a 4.5-star hotel • OPERATOR Take all calls into the hotel - Forward the call to the right department, staff or customer who is staying at the hotel 0 - Note, forward messages, handle customer offers Manage and record paid calls + REQUEST - Coherent voice, standard pronunciation Good English - Basic office computer Care, just, be careful - Know how to manage, arrange work Priority is given to experienced candidates • CASHIER - In charge of the guest's room-and-rescue activities while staying at the hotel - Payment bill of hotel services such as cuisine, laundry, minibar, car rental, tour + REQUEST - High school graduation Experience in a similar position - The ability to handle transactions accurately Responsible - Basic math knowledge and computer skills - Polite, courteous hardworking attitude • RESERVATION - Keep track of the list and room status: booked, empty room, need to clean - Reception of guests - Handling situations related to booking, guests staying such as pre-scheduled booking, extension of stay schedule, arrangement, room layout for guests + REQUEST - High school graduation Experience in a similar position Responsible • BUSINESS CENTER - Fax delivery for guests and internally - Meet meeting room requirements - Processing requests for copy/printing of documents - Addressing requirements for types of means of transport, sessions - interpreters + REQUEST - Have degrees and certificates of KS Good English Use 1-2 foreign languages fluently - Friendly, enthusiastic personality - Office informatics skills: Word, Excel - Know how to use fax, printing, photocopying machine • GUEST RELATION - Note complaints, comments of customers and resolve within the allowed framework - Deploy surveys, capture customer preferences and satisfaction levels to improve hotel products and services + REQUEST - Have a Bachelor of Marketing/Business Administration degree Good English - Knowledge of the company's products and services 0 - Proficient in office applications, CRM platform: MS Office, • BELLMAN/ DOORMAN - Open the car door, the lobby door - Welcome guests, arrange and guide parking spaces for guests - Support your luggage and bring guests to your room - Guide and introduce the services of the hotel - Show guests how to use the room - Help guests pack their luggage - Receive temporary luggage at the hotel b Salaries of titles in the department • Front Office Manager: Basic salary from VND 15 million / month • Assistant Front Office Manager: Basic salary from 10 to 12 million VND / month • Reservation: Basic salary from 6-8 million VND / month + Reservation staff: Basic salary from 3-5 million VND / month • Front Office Supervisor: Basic salary from to 10 million / month Telephone Operator: Base salary from to million / month • Information: Basic salary from 3-5 million / month • Receptionist: Basic salary from 3-5 million / month • Cashier: Basic salary from 3.5 - million / month • Lobby Manager: Base salary from 6-10 million / month Bell Captain: Base salary from 4-6 million/ month Bell Boys: Base salary from to million / month + Door Attendant: Basic salary from 3-5 million / month • Guest Relation Office: Basic salary from 3-5 million / month 3.4 Pros, cons, opportunities, and challenges of working in front office  Advantage: - Active work, exposed to many people The receptionists are definitely the ones who have the opportunity to interact with the most customers With your working position in the lobby, you will be able to meet and talk to many people Thanks to that communication skills And your handling of the situation will be significantly improved For many people who come to a restaurant or hotel, receptionists are the first and last people they come into contact with You will become the face of your company And if you leave a good impression on your customers, next time they'll probably choose your company again - Opportunities to develop soft skills Due to having to interact with multiple people and customer managers, receptionists have many opportunities to develop soft skills such as communication skills, organizing work, handling situations, In many companies, receptionists are also trained in computer skills Not only that, as a receptionist, you also have the skills to handle calls and can take on the extra work of customer service - Attractive salary This may not be the best paid job, but it will be the ideal job for young people who have just graduated from school Many receptionists start work with an average salary but as soon as they get used to the job, the salary will gradually increase In addition, the receptionist is also entitled to the prescribed benefits such as insurance, holiday bonuses, travel and receiving commissions of hotel services … 0 - Opportunity for advancement Because this profession covers quite a lot of different jobs, as soon as you are trained, you will gain a rich amount of experience You may be moved to an office manager or customer service officer - High recruitment demand In recent years, the service industry has grown strongly, with countless restaurants and hotels opened At the same time, the demand for receptionists has also increased Therefore, you can easily find the right job on social networking sites  Shortcoming - Guests rate the hotel at first sight with the receptionist To any hotel, big or small, the first part to contact the customer is the receptionist As the head of the hotel, with an unlimited workload rotating throughout 24/7, the receptionist needs to be healthy and always in good spirits to be able to always please his customers Not only welcoming, the reception must also coordinate with other relevant departments to bring customers the most perfect service - Diverse languages More and more foreign visitors from your countries are coming to Vietnam Along with the heat of the tourist market, the receptionist also needs to hone their rich language skills There are Asian guests from Korea, Thai, Trung who cannot speak or understand English, so in addition to professional services, the hotel receptionist must also be a person who knows or more languages in addition to their mother tongue In addition, we also need to know body language and sensitive observation so that if you can't communicate verbally, the customer is happy and can understand what you want 0 - Working night shifts Every female receptionist needs to know that the night shift will not exclude anyone Getting married and having children is a limitation for everyone Either you should get married late or you'll leave the department This is one of the difficulties of the hotel reception Naturally, the path of promotion of the hotel reception after having seasoned experience will be the management position, and you will easily arrange the work in balance with family, children - Time is not fixed The peculiarity of the receptionist is that the work is not fixed as administrative work Regardless of holidays or weekends, the receptionist has to work even overtime because this is the time when the tourists travel to rest after stressful working days The peak is the tourist season, there are people who have to work full weeks and no days off They are always in the position of "ready" at any time with the tasks of checking in, checking out, receiving the phone, in charge of alarm of guests So to know, the road is full of thorns leading to roses 0 - The work of making hundreds of them The difficulty of the hotel reception is not only the four things mentioned above Each receptionist is a sophisticated person who can be willing to deal with the complaints of visitors: for example, the skill of listening to guests, analyzing and handling situations It can be said that the reception is also one of the professions "making hundreds of them", because each guest is not the same Each person has different personalities, perspectives, and occupations, and needs to be approached and consulted flexibly Not to mention the lack of receptionists encountering rude guests, or even willingness Therefore, patience and ingenuity are a much-needed virtue of the hotel reception With the professional skills and experience gained over time, the difficulties of the hotel reception will gradually improve As long as you are passionate and enthusiastic about the work you choose, you will succeed Chapter 3: Plans to Achieve the Desired Position in the Department First year: The volume of specialized knowledge is not much, spending this free time to expand social relationships, learn soft skills and foreign languages Sign up for a soft skills class and a computer class, register for a communication English class Find opportunities to interact with world students through cultural exchange programs and international cooperation Second year: Improving foreign language proficiency is equivalent to IELTS 5.0 at YOLA Gaining computer skills: International MOS Informatics Certificate (750 points); Proficient application of applied informatics at work; Participating in student competitions: business ideas contests to promote research, improve knowledge, and train themselves in communication skills as well as social relationships Work at Jollibe to improve communication skills as well as how to deal with customers with more experience and knowledge for their future Third year: It is a time to study many specialties, and the desire to apply knowledge in practice Thanks to previously built relationships, and skills honed from the first year of trying to find yourself a good internship, promoting your abilities, and even getting paid From there, you have to practice your own skills such as: Soft skills Communication skills Effective learning methods Writing and presentation skills Time management skills Negotiating skills 0 Fourth year: This is the year that determines the outcome of the first three years, so we have to really focus Must achieve the goals set from the first years such as in English or MOS Complete graduation thesis with high scores Equipped with a deep knowledge to firmly graduate to look forward to the future to come The first year since I graduated from school: After graduated, create a well-groomed CV to apply for a position as a receptionist at Park Hyatt Saigon Hotel Continue to study and train yourself This is the first step that must be very important to get used to gaining experience when doing real work The next to years This stage when the business has been mastered and improved continues to strive hard to achieve the position of " Reception Supervisor " at Park Hyatt Saigon Hotel Show all the abilities that you have from your discipline to your attitude and behavior and don't forget to improve yourself Successfully complete all the targets and requirements at this location set by The Park Hyatt Hotel Learn more about a professional leader to continue to fulfill the next desired direction Receptionist leadership is the next goal in the fifth year: When you gain a lot of experience and have management skills, you will enter the leadership phase More confident, creative and agile to accomplish department leadership goals Conclude: - The front office department plays the role of the face of the hotel affecting the revenue, existence and development of the hotel - The front office has a lot of potential for growth with a variety of positions - In addition to the necessary skills, the front office also requires a professional service attitude from the staff References HYATT GROUP - OPERATING WORLD-class HOTEL Park Hyatt Saigon Hotel | Vietnam Hotel Association Hyatt - 62 years affirming the world's top 10 hotel management brand | WIKILAN Position and role https://blog.topcv.vn/vai-tro-va-nhiem-vu-cua-cac-bo-phan-trong-khach-san/ Overview of the Front Office department 0 https://ezcloud.vn/front-office-la-gi/ https://quantrinhahang.edu.vn/front-office-la-gi Organizational Structure https://hotelcareers.vn/front-office-la-gi-mo-hinh-to-chuc-bo-phan-le-tan-khachsan.html Advantages https://vn.joboko.com/blog/co-nen-chon-nghe-nhan-vien-tiep-tan-khong-nsi2495 Cons difficulties of the hotel receptionist profession 0 ... BUSINESS ADMINISTRATION ************* 0 REPORT EVALUATION CAREER ORIENTATION IN HOSPITALITY 50% SEMESTER 1, ACADEMIC YEAR 2021 – 2022 Topic: CAREER DEVELOPMENT IN FRONT OFFICE DEPARTMENT, PARK HYATT. .. FACULTY OF BUSINESS ADMINISTRATION FINAL REPORT 50% CAREER ORIENTATION IN HOSPITALITY TOPIC: PERSONAL DEVELOPMENT PLAN DURING COLLEGE AND YEARS AFTER GRADUATION AT PARK HYATT SAIGON HOTEL LOBBY... until 2002 The 5-star Park Hyatt Saigon hotel was finally completed in July 2005 and officially opened in October 2005 Park Hyatt Saigon hotel is a 5-star standard hotel located in the center of the