Developing room services according to religious beliefs in daewoo hotel

Developing room services according to religious beliefs in Daewoo Hotel Developing room services according to religious beliefs in Daewoo Hotel Developing room services according to religious beliefs in Daewoo Hotel Developing room services according to religious beliefs in Daewoo Hotel Developing room services according to religious beliefs in Daewoo Hotel Developing room services according to religious beliefs in Daewoo Hotel Developing room services according to religious beliefs in Daewoo Hotel Developing room services according to religious beliefs in Daewoo Hotel

THUONG MAI UNIVERSITY TOULON UNIVERSITY PROJECT REPORT Professional Bachelor in Tourism and Leisure trades DEVELOPING ROOM SERVICES ACCORDING TO RELIGIOUS BELIEFS IN DAEWOO HOTEL Group: The University tutor: Class: University year: Group MRS DUONG THI HONG NHUNG CNTH 15 – DLA2 2020 – 2021 Ha Noi, January 22, 2021 PROJECT REPORT Professional Bachelor in Tourism and Leisure trades Surname First name DOB Tel/Mobile/e-mail +84847301002/ngatha2100@g mail.com HA Thi Hong Ngat 02/01/2000 NGO Thi Quynh Trang 30/08/2000 PHAM Quynh Trang 18/04/2000 LUONG Canh Tung 27/10/2000 HA Quoc Vuong 11/12/2000 +84972389308/trangngo24696 @gmail.com +84987822998/quynhtrang.20 00.hihi@gmail.com +84327047868/luongcanhtung 27102000@gmail.com +84936752343/haquocvuong1 12@gmail.com The company: Hanoi Daewoo Hotel Address: 360 Kim Ma – Ba Dinh – Ha Noi Tel: +84 243 8315000 Fax: +84 243 8315010 E-mail: reservation@daewoohotel.com The name of the company presentative: Mrs.Pham Thi Thai Tam – HR Manager Name of project: Developing room services according to religious beliefs in Daewoo Hotel Tutor: Mrs.Duong Thi Hong Nhung, MBA Phone number: +84904828883 Signature of tutor Mrs.Duong Thi Hong Nhung TABLE OF CONTENTS CHAPTER 1: OVERVIEW ABOUT DAEWOO HOTEL AND THE GROUP PROJECT 1.1 Overview about Daewoo Hotel 1.1.1 Basic information 1.1.1.1 Information of Daewoo Hotel Name: HA NOI DAEWOO Star rating: stars Founding: 2/7/1996 Investor: Daeha Joint Stock Company Address: 360 Kim Ma – Ba Dinh – Hanoi Phone: 043 831 5000 Fax: 043 831 5010 Website: www.daewoohotel.com 1.1.1.2 Establishment and development process Hanoi Daewoo Hotel, located in the Commercial Center Complex of Daeha Co.Ltd., located at 360 Kim Ma - Ba Dinh - Hanoi is Hanoi's first modern five-star complex Construction of the project began in December 1993 and was finalized six months prior to the schedule for the complex to be operational in April 1996 In April 1997, the hotel was recognized as a member of the Leading Hotels of the World - a group of 312 luxury hotels around the world Hanoi Daewoo Hotel has been chosen as the official venue for many international conferences and events such as: APEC Conference 2006, Asia-Pacific Television Gala, Annual Meeting of the Council of Ministries The 47th Chief of Education from Southeast Asian countries, the exhibition serving the 21st Century Asia Network of Big Cities Network Conference (ANMC21), Vocational Training Conference of Southeast Asian countries Since 1996 up to now, the hotel has welcomed more than 200 heads of state and senior leaders to Vietnam Some high-ranking international hotel politicians have welcomed such as US President Bill Clinton, Russian President Vladimir Putin, Chinese President Hu Jintao, Brazilian President Luiz Inacio Lula da Silva, Italian Prime Minister Mr Mario Monti, Korean presidents Following the recognition of the Top Hotel Club membership, in 2004, Hanoi Daewoo Hotel joined the SRS - WORLDHOTELS Luxury Hotel Club exclusively for hotels with facilities, services and standards of the highest quality rooms SRS WORLDHOTELS Group has more than 450 member hotels, with more than 80,000 rooms, in over 65 countries around the world, operating strongly in the Asia-Pacific region In early 2014, Hanoi Daewoo Hotel joined Global Hospitality Services UK (GHS), the world's leading international hotel service provider for independent hotels in the UK It is the world's leading international service organization for businesses and hotels, providing a strategy to support their business through advertising campaigns, public relations activities, etc… respond to increasing demand in a competitive global market In addition to the companies and major customer groups of Hanoi Daewoo Hotel, some airlines have trusted and stayed at the hotel such as China Southern Airlines, Asian Airlines, Aeroflot, Hong Kong Airlines, Korea Air 1.1.1.3 Vision and Mission a Vision Becoming one of the leading five-star hotels in Vietnam with diverse services, quality and services in accordance with international five-star hotel standards b Mission - Maximize the benefits of heritage and minimize negative impacts on the environment - Maximize environmental benefits for local communities and minimize negative impacts 1.1.1.4 Bussiness operations: The business performance of Hanoi Daewoo Hotel in 2018 - 2019 is shown in table 1.1 Through table 1.1, we can see that the business performance of the hotel in 2018 and 2019 is quite good, reflected in the following indicators: Total revenue in 2019 compared to 2018 increased 4.53%, corresponding to $1,089,213 In which, the revenue of accommodation and food service both increased with an increase of 8.69% and 3.44%, equilavent to 1,125,595 USD and 298,677 USD The total cost increase was negligible with an increase of 0.9% or USD 171,088 In which, the cost of accommodation and food expenses both increased with an increase of 0.48% and 13.4%, equilavent to 47,035 USD and 946,865 USD From the above results, it can be seen that the business performance of Hanoi Daewoo Hotel is developing relatively well Most of the targets for 2019 increased compared to 2018, which helped to increase NPAT Daewoo Hotel needs to continue to implement business strategies, plans, effectively apply cost-saving measures, be able to expand business to achieve higher revenue in the coming years Table 1-1 Evaluate the business result of Hanoi Daewoo Hotel in 2018 - 2019 Compare N Target ĐVT 2018 2019 2018/2019 No +/% Total revenue USD 24.025.572 25.224.785 +1.089.213 104,53 Accommodation USD 12.946.020 14.071.615 +1.125.595 108,69 revenue Proportion of % 53,88 56,03 (+2.15) accommodation revenue Revenue from USD 8.672.525 8.971.202 +298.677 103,44 banks Proportion of % 36,1 35,72 (-0.38) restaurant revenue Revenue for USD 2.407.027 2.071.968 -335.059 86,08 Additional Services Proportion of % 10,02 8,25 (-1,77 revenue from additional services Total costs USD 18.907.110 19.078.198 +171.088 100,9 Cost of stay USD 9.860.200 9.907.235 +47.035 100,48 Density % 52,15 51,93 (-0,22) Restaurant costs USD 7.064.900 8.011.765 +946.865 113,4 Density % 37,37 41,99 (+4,62) Additional USD 1.676.255 905.761 -770,494 54,03 service charges Density % 8,86 4,75 (-4,11) Other costs USD 305.755 253.437 -52.318 82,89 Density % 1,62 1,33 (-0.29) Average number Person 586 601 +15 102,56 of employees VAT tax USD 1.015.892 1.166.220 +150.328 114,8 Profit after tax USD 3.282.056 3.896.293, 15,51 +614.237,6 118,71 Percentage % 13,66 (+2,33) 1.1.1.5 Target customer The guest market of Hanoi Daewoo Hotel in 2018 - 2019 is shown in Table 1.2 Table 1.2 shows that the tourist structure over the two years 2018 - 2019 of the hotel has had a positive change: The total number of visitors in 2019 increased more than in 2018, with 63,589 arrivals, an increase of 115 54% The Daewoo hotel guest market includes both domestic and international guests Specifically: - Regarding domestic customers: the number of domestic tourists in 2019 decreased slightly compared to 2018 to 622, equivalent to 10 95% Domestic tourists account for a small proportion of the Daewoo hotel customer market, but with the economic development and increasing demand for high-end services, domestic customers promise to be potential customers in the future of Daewoo Hotel - International visitors: in Daewoo Hotel's customer market, international visitors account for about 98 6% International visitors to Daewoo Hotel in 2019 increased by 64,211 people, equivalent to 15 92% The international tourist market is always a potential market and is the main customer base of Daewoo Hotel Table 1-2 Total number of guests staying at Hanoi Daewoo Hotel 2018 – 2019 No 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 Country Total visitors Domestic visitors International visitors Japan China South Korea 2018 409.121 5.684 403.437 107.190 67.095 40.912 2019 472.710 5.062 467.648 125.268 80.361 48.689 Compare 2018/2019 +/- % +63.589 - 622 +64.211 +18.078 +13.266 +7.777 115,54 89,05 115,92 116,87 119,77 119,01 West Europe 54.003 64.761 +10.758 119,92 Northen Europe 9.001 10.872 +1.871 120,79 Middle East 4.909 3.782 - 1.127 77,04 Southeast Asia 33.957 38.762 +4.805 114,15 Eastern Europe 30.684 33.562 +2.878 109,38 USA 34.366 33.090 - 1.276 96,29 Australia 12.275 12.763 +488 103,98 Other countries 14.729 20.800 +6.071 141,22 (Source: Daewoo Hotel’s Human Resources Administration) Daewoo Hotel is built with 5-star quality of international standards It can be said that Daewoo hotel is considered as the hotel with the largest number of rooms in Hanoi with 411 rooms, diverse and suitable with the needs of customers The hotel is owned by Daeha Joint Stock Company as an investor and is responsible for management Daewoo is decorated in the Vietnamese contemporary art style with the main color tone of white, along with colors that create a warm feeling like bronze or wood Because of such a Buddhist Eastern Asian design, the main customers of the hotel are tourists, businessmen, senior managers of companies and senior officials from developing countries in Asia such as Japan, China and Korea In addition, guests from countries in Southeast Asia are also customers that account for a large number of the hotel and is one of the potential customers of Daewoo hotel One of the defining characteristics when talking about this target market is their religious identity According to a statistic in 2010, Japan, China, and Korea were among the top 10 countries with the highest number of Buddhists in the world (Table 1.3) Table 1-3 The country with the most Buddhist followers, statistics in 2010 Number of No Countrie Proportion (%) Proportion (%) Buddhist followers s of the population of the world (estimate) China 244.130.000 18,2% 46,4% Thailand 64.420.000 93,2% 12,2% Japan 45.820.000 36,2% 9,4% Myanmar 38.410.000 87,90% 7,3% Sri Lanka 14.450.000 69,3% 2,8% Vietnam 14.380.000 16,4% 2,7% Cambodia 13.690.000 96,9% 2,9% South 11.050.000 22,9% 2,1% Korea India 9.250.000 0,8% 1,8% 10 Malaysia 5.010.000 17,7% 1% (Source:https://vi.wikipedia.org) From the data on the customer market of Daewoo hotel (Table 1.2) and statistics on the number of Buddhists of countries around the world (Table 1.3), it shows that the target customer base of the hotel and The group of customers that the project targets are customers from developed countries in Asia such as Japan, China, Korea and some countries in Southeast Asia such as Thailand or Myanmar and have common characteristics religion is mainly Buddhism For this group of customers, they generally have the following characteristics: - Respect family: The Buddhist is always the child of the family, wherever you are, you can easily recognize through the eyes and words of a Buddha when referring to family, especially Parents with all love and respect Because in real life, filial piety is the culture, traditions from ancient times have been - are and will be preserved and circulated For Buddist followers, filial piety is an obligation, and respect is above and below a duty, so regardless of circumstances, a Buddha can easily let others feel the precious nature of the seed of morality that has been deeply sown into their hearts Therefore, when traveling, they tend to go with relatives, family, in groups, but rarely go alone This is also a remarkable feature when considering their destination services, including accommodation services - Belief in cause - effect, cause - effect - karma: Buddhists often believe in the Law of Cause and Effect, they always bring the concept of causation and karma into their daily thoughts and actions Therefore, in their speech, behavior and thinking, they are always careful, careful, not cause unreasonable and also always appreciate the behavior of others For services at the destination, such as accommodation services, they always expect the staff there to behave, think and act in the direction of Compassion, which is sympathetic to others Therefore, in this way of serving customers, it is important to note how to use polite, gentle and appropriate language - Humility in actions and words: Quiet, less showy is a sign of humility And the Buddha is always taught: "The stronger, the more gentlement, the more intelligent, the more humble" Therefore, humility is always practiced by Buddhists in everyday life to gain self-control and self-control For this customer, it should be taken to avoid leaving a bad impression with the attitudes, behaviors and behaviors of service providers at the destination, so be courteous, reasonable and humble with the service of business as well as the service of the employees themselves - Chain of beads: String beads, also known as strings, are Dharma qi in the Buddha's house, used to "tie the mind" Buddhists use the rosary to recite Buddha's name, focus on the chant to avoid distraction in the mind, so this is quite an important item for them In everyday items and decorations at a tourist destination accommodation, this audience can be familiar and trusting by making use of the above items - Fasting: Every month, every month, on the 1st, 14th, 15th, and 30th, Buddhist believers go vegetarian, chant Buddhist prayers, go to the temple to pray for peace and health In a tourist destination, if visitors are able to meet this need on the special occasions above, it will give them a pleasant experience and a good impression In addition, the customer segment that the project wants to target is high-end customers, they always want to meet their needs in the best way, including the satisfaction of their beliefs and beliefs anywhere At the same time when coming to different countries, they also want to experience and learn more about the Buddhist beliefs of that country Therefore, in the project "Developing room service according to this religious belief", our team will aim to build accommodation services according to Buddhist beliefs that bring Vietnamese characteristics to customers More than this different religious belief experience at selected property - Hanoi Daewoo Hotel 1.1.2 Types of services in Daewoo hotel 1.1.2.1 Accommodation services: Table 1-4 Characteristics of different types of accommodation rooms at Hanoi Daewoo hotel No Types of Area Characteristic Price room - Large window overlooking the city - Luxury interior 5-star standard 5.760.000 ++ Deluxe 34 m2 Grand Deluxe - Large window overlooking Thu Le lake 6.720.000 - Interior equipment according to 5-star ++ standars 34 m2 - Located from 14th floor to 17th floor - Combining convenient equipment and 7.920.000 special services for VIP guests at Club ++ Lounge Club Room Connectin g Room Deluxe Suite 34 m 69 -75m2 - Includes large bedroom and double bedroom - There are facilities, swimming pool, children’s indoor and outdoor corner and children’s TV channels - Includes spacious bedroom and 10.800.00 separate working room 0++ Club Suite 69 -75m2 Senator Suite 103 m2 Presidental 206 m2 - Overlooking the city and Thu Le lake - Modern interior 5-star standard Royal room - The view on one side is the city, the other is park and lake - The design combines between classic and contemporary 115.200.0 - Includes three spacious bedrooms with 00++ morden bathrooms, double vanity, hot tub and bathtub, a large dressing room and multipe wardrobes 288 m2 - Includes spacious bedroom and 15.600.00 separate working room 0++ - Panoramic city view 36.000.00 - Designed according to elegant cream – 0++ colored cast iron 84.000.00 0++ 1.1.2.2 Catering services Hanoi Daewoo Hotel offers a diverse culinary experience with restaurants and bars Although each restaurant and bar has a different style, they all exude the elegance and modernity of a 5-star hotel - Café Promenade Restaurant: Specializes in serving buffet with a rich menu that combines delicacies of European and Asian dishes The restaurant is famous for its BBQ party by the pool on Friday, Saturday and Sunday evenings, bringing a fresh, relaxing and romantic space under the sparkling candlelight, attractive flamenco, food delicious delicious In addition, the restaurant regularly organizes buffet parties with themes such as Valentine, German Beer Festival, Thanksgiving, Christmas, New Year with dishes specially prepared by the chef for the holidays this particular one - Silk Road Restaurant: Bold Chinese style with dishes prepared under the skillful hands of talented chefs from Shanghai, China - Edo Restaurant: Introducing to customers the culinary quintessence of the land of the rising sun Diverse set menus with a variety of weekly and monthly deals to bring more choices to customers - Lake Hanoi Daewoo Lounge: Located on the 18th floor of the hotel designed in the style of the popular art décor in the early 20th century, Lake Hanoi Daewoo Bar and Lounge has an elegant, elegant style but no less modern part This is the ideal place to watch the sunset on Thu Le Lake, the street lights sparkle when the city at night and enjoy the golden hour of cocktails or wine of the month - Palm Court: at the hotel lobby overlooking the tropical green garden and a fresh swimming pool serving a rich drink menu is the ideal place to meet partners, friends or simply enjoy the seconds relaxing minutes during the day 1.1.2.3 Other services - Gym, sauna, zumba, spa services: Hanoi Daewoo Hotel's fitness center is equipped with modern exercise machines with enthusiastic and dynamic guides Yoga classes, umba are scheduled to be guided by experienced teachers In addition, the center has an indoor golf course which is suitable for those who love the sport on short 10 ... project "Developing room services according to religious beliefs at Daewoo Hotel" , we aim at three main purposes: - Developing business activities and room service according to the needs of customers:... to build the idea of developing room services according to Buddhist beliefs 2.2.2 Developing room services according to Buddhist beliefs 2.2.2.1 Room design During the project, we survey customers... - rooms according to religious beliefs Figure 2-4 Survey results on customers'' willingness to develop room services according to religious beliefs From chart 2.4 shows: - Customers who are interested