NATIONAL ECONOMICS UNIVERSITY FACULTY OF TOURISM AND HOSPITALITY INTERNATIONAL HOSPILITY MANAGEMENT PROGRAM (IHME)
NATIONAL ECONOMICS UNIVERSITY FACULTY OF TOURISM AND HOSPITALITY INTERNATIONAL HOSPILITY MANAGEMENT PROGRAM (IHME) 🙞🙞🙞🙞🙞 INTERNSHIP REPORT Topic SOLUTIONS TO IMPROVE THE QUALITY OF HUMAN RESOURCES TRAINING AND DEVELOPMENT AT LOTTE HOTEL HANOI Student name: Phan Hải Nhật ID: 11193954 Class: International Hospitality Management in English (IHME) 61 Instructor: Dr Hoàng Thị Thu Hương Hanoi, 2023 TABLE OF CONTENT INTRODUCTION 1 Justification of study .1 Objectives of the study Research object and scope Research Methodology Contribution of the study Structure of the study CHAPTER 1: INTRODUCTION ABOUT LOTTE HOTEL HANOI 1.1 Overview about Lotte Hotel Hanoi .6 1.1.1 The product services system of Lotte Hotel Hanoi 1.1.2 Customers market Lotte Hotel Hanoi .9 1.2 Organizational chart and management 1.3 Business conditions .10 1.3.1 Technical facilities 10 1.3.2 Human resources 13 1.3.3 Capital sources .16 1.3.4 Customer sources 17 1.4 Analysis of business performance in the period 2019 – 2022 18 1.5 Evaluation of Lotte Hotel Hanoi business performance in the period 2019 – 2021 20 1.5.1 Advantages/Strengths 20 1.5.2 Disadvantages/weaknesses 21 1.5.3 Reasons 21 CHAPTER 2: ANALYSIS THE CURRENT STATUS OF TRAINING & DEVELOPMENT AT LOTTE HOTEL HANOI .23 2.1 Overall evaluating HRM at Lotte Hotel Hanoi 23 2.1.1 Human Resources planning 23 2.1.2 Recruitment and selection .24 2.1.3 Training and development 27 2.1.4 Performance appraisal and review .28 2.1.5 Compensation & Incentive 30 2.2 Factors influencing on Human Resources Training and Development at Lotte Hotel Hanoi 33 2.2.1 Training needs 33 2.2.2 Training objectives .33 2.2.3 Training subjects 33 2.2.4 Training methods 34 2.2.5 Training costs .34 2.2.6 Training trainers 34 2.3 Current status of Human Resources Training and Development at Lotte Hotel Hanoi 35 2.3.1 Assessment of needs 35 2.3.2 Identify training objectives 37 2.3.3 Design training programs and choosing methods 40 2.3.4 Estimate training budgets 43 2.3.5 Selection of trainers 44 2.3.6 Post-training performance evaluation 45 2.4 Evaluate and comment on the status 50 2.4.1 Advantages/strengths 51 2.4.2 Disadvantages/weaknesses 51 2.4.3 Reasons 51 CHAPTER 3: SPECIFIC SOLUTIONS AND ACTION PLANS TO SOLVE THE RESEARCH PROBLEM 53 3.1 Oriented development of Lotte Hotel Hanoi 53 3.1.1 Objectives and oriented development of Lotte Hotel Hanoi in the period of 2022 – 2025 53 3.2 Solutions to improve the quality of Human Resources Training & Development at Lotte Hotel Hanoi .54 3.2.1 Applying social networks in Training 54 3.2.2 Applying personal learning notebook 57 3.2.3 Saving out training expense 59 CONCLUSION 61 REFERENCES 62 APPENDICES .66 ACKNOWLEDGEMENT In order to complete this graduation internship report, I would like to express my sincere gratitude to all teachers in Faculty of Tourism & Hospitality of National Economics University Especially, Mrs Hoang Thi Thu Huong, who has directly guided me during the period Furthermore, I want to express my gratitude to the Lotte Hotel Hanoi’s management board, directors, managers, and assistants at Human Resources Department for providing me with favorable conditions and opportunities I needed to explore about the hotel's current situation throughout my internship Finally, I would like to thank the staffs at Accounting Department for providing me with actual data that I can successfully complete this graduation report Due to my limited knowledge, it is inevitable that I will make mistakes during the internship as well as writing the report I would like to receive suggestions from the instructor so that I can finish my report with the best result and learn from experience to raise awareness in the future I sincerely thank you! DECLARATION OF AUTHORSHIP I herewith formally declare that I myself have written the submitted this Report independently I didn't use any outside support except for the quoted literature and other sources mentioned at the end of this paper I clearly marked and separately listed all the literature and all other sources which I employed producing this academic work, either literally or in content Ha Noi, 8/1/2023 Phan Hai Nhat LIST OF ABBREVIATIONS HR: Human Resources HRM: Human Resources Management LIST OF TABLES, DIAGRAMS, DRAWINGS Tables: No 1.1 1.2 1.3 1.4 1.5 1.6 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 Description Room categories of Lotte Hotel Hanoi 2022 Compare the conditions of technical facilities at Lotte Hotel Hanoi Human Resources statistics of Lotte Hotel Hanoi 2019 2022 Capital sources of Lotte Hotel Hanoi 2019 – 2021 Customer revenue ratio in 2019-2022 Business performance of Lotte Hotel Hanoi 2019 – 2021 Human Resources Department forecast workforce in 20192022 Recruitment results from various positions at Lotte Hotel Hanoi in 2022 Recruitment selection rate at Lotte Hotel Hanoi in December 2022 Human Resources Department salary range at Lotte Hotel Hanoi in 2022 Training needs in February 2023 Annual employee training plan at Lotte Hotel Hanoi in the period of 2019 - 2021 Training programs at Lotte Hotel Hanoi available in 2023 Training methods at Lotte Hotel Hanoi 2023 Training budget at Lotte Hotel Hanoi in the period of 2020 - 2022 Training committee 2023 list Survey results of Lotte Hotel Hanoi staff on training courses Page 11 13 16 17 18 23 25 27 32 37 39 40 42 43 45 49 Drawings: No Description Page 1.1 1.2 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 Lotte Hotel Hanoi Lotte Hotel Hanoi Organizational Chart Graph of human resource structure by recruitment sources for middle management positions at Lotte Hotel Hanoi in 2022 Graph of human resource structure by recruitment source for staff, trainee, and casual positions at Lotte Hotel Hanoi in 2022 Training works for 2023 in Human Resources Department at Lotte Hotel Hanoi Employee Year End Performance evaluation form General comments from employees and directs managers Lotte Hotel Hanoi Career Development Plan for employee Departmental training plan in February/2023 Orientation evaluation form for employees after class 10 25 26 28 29 30 36 38 46