INTRODUCTION
Rationale
The tourism industry is associated with the idea of people traveling to other places, domestic or international, for recreational, social, or business purposes And it has become one of the most important industries in each country Because tourism brings many benefits, including economic promotion, attracting a large number of tourists to visit and spend money on that trip It also provides a large number of jobs for those working in the transportation and hospitality industries, among others. Moreover, tourism has the ability to improve the relationship between countries, open up opportunities for cultural exchange, etc Facing those strengths, in recent years, the Party and State have had many policies to develop tourism, so the number of domestic and international tourists has also increased significantly Hundreds of travel agencies and thousands of hotels have been established to serve tourism The number of employees in the tourism industry is also following that increasing. Therefore, to become a good service staff, in addition to the knowledge of foreign languages, and professional qualifications, there must be an understanding of general psychology, tourist psychology, and the art of communicative behavior to improve service quality is very important.
To attain this goal, the quality of staff training at the hotel is very important. The satisfaction of customers brings reputation, profit, and opportunities for sustainable development for the hotel restaurant All employees have an impact on the customer experience So if not properly trained, the communications and meetings between employees and customers may deviate from the hotel’s goal, vision, and mission.
Training can be expensive, but the benefits it brings are enormous Managers and owners need to understand the importance of hotel staff training.
The Hotel Reception Department is considered the face of a hotel, plays a particularly important role in building an image, and has a direct impact on the business performance of the hotel This department shows the professionalism and service quality of that hotel So I choose the reception department to do research on the training quality of my project.
Starting from the importance and reality of the topic, as well as from my own interest in this thesis, I have chosen the topic "An Investigation into the RealSituation and Some Solutions to Improving the Training Quality at Mercure DanangFrench Village Bana Hills Hotel"
Aims and Objectives
The research purpose of the topic is to put forward solutions to improve the training quality of the reception department at the Mercure Danang French Village Bana Hills Hotel.
- Systematize theoretical basis for hotel business, training quality, human resource management, and receptionists in the hotel
- The real situation of human resources of the reception department in the Mercure Danang French Village Bana Hills Hotel
- Solutions and proposals to improve the quality of human recourses at the reception department
Scope of the study
Method of the study
In the process of implementing this case study, I employed some basic methods
- Observation method: observing the relevant information, observing the attitude of customers to see whether they are satisfied with the services and service of the hotel or not, from that knows how to improve the training quality of the hotel most accurately.
- Interview method: Interview the receptionists at the reception department I got more detail and some ideas about the status and solutions to improve this department
- Investigative method: collecting and analyzing the figures at the Mercure Danang French Village Bana Hills Hotel
- Practical survey method: directly participating in the service process at the hotel to make the assessment more objective, clear, and detailed.
- At last, I collected data from the internet, textbook, material, etc.
Organization of the study
The graduation paper includes six chapters:
This chapter shows the rationale for choosing the topic, the aims and objectives as well as the scope, the methodologies, and the organization of the study.
This chapter shows the theoretical background of the studying aim of the topic. Chapter 3: Case Description
This chapter focuses on describing Mercure Danang French Village Bana Hills Hotel Then this chapter will introduce the basic background of foundation and development, services system, duties of the reception department, foreign language, communication skills, and welcome guests training status of Mercure Danang French Village Bana Hills Hotel's reception department.
The real situation of training quality and behavior communication activities with customers of the receptionists at Mercure Danang French Village Bana Hills Hotel is discussed Then the strengths and weaknesses of receptionists with the customers are analyzed.
- List some of the difficulties that the front desk staff as well as the front desk department encountered during the training process From those difficult points, some solutions will be given
- To summarize the research result
- To provide some suggestions and recommendations to improve the training quality and behavioral communication with guests of the receptionists atMercure Danang French Village Bana Hills Hotel
THEORETICAL BACKGROUND
Definitions of hotel and training quality
Hotels began to appear in the sixteenth century BC - when commercial activities and tourism developed and people's needs for accommodation and entertainment.
At this stage, services are still at a primitive level, poor and unprofessional Over time, the hotel gradually developed and perfected.
According to Wikipedia, “A hotel is an establishment that provides paid lodging on a short-term basis The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table, and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks, and facilities for making tea and coffee Luxury features include bathrobes and slippers, a pillow menu, twin-sink vanities, and Jacuzzi bathtubs Larger hotels may provide additional customer facilities such as a restaurant, swimming pool, fitness center, business center, childcare, conference facilities, and social function services Hotel rooms are usually numbered (or named in some smaller hotels and B&BS) to allow customers to identify their room.”
According to Article 48 of the Law on Tourism 2017, a hotel is a tourist accommodation establishment with ten bedrooms or more, ensuring the quality of facilities, equipment, and services necessary to serve guests Accommodation and services include city hotels, resort hotels, floating hotels, and motels.
Training is a social and continuous process of increasing the skills,knowledge, attitudes, and efficiency of employees to getting better performance in the organization.
Training is the act of increasing the knowledge and skills of an employee for performing the job assigned to staff Training has been defined by different scholars of management Some important definitions of training are as under.
- According to Garry Dessler, “Training is the process of teaching new employees the basic skills they need to perform their jobs”.
- According to Jack Halloran, “Training is the process of transmitting and receiving information related to problem- solving”.
- Edwin B Flippo Said, “Training is the act of increasing the knowledge and skills of an employee for doing a particular job”.
- In the words of Dale S Beach, “Training is the organized procedure by which people learn knowledge and improve skill for a definite purpose.”
The quality of training is one of the most important metrics for growth and success For the training process to be successful, there needs to be a clear and precise concept of training between the parties involved in the training process such as trainers, trainees and training managers as this affects the standardization of training properly trained and conducted Modern programs and methods of training meet the needs of human resources working in the hotel, developing knowledge and skills Simultaneously applying a total quality system in training in particular can enhance the level of hospitality services provided in educational hotels.
Recruiting, selecting and development training human resources in the hotel
2.2.1 Recruiting and selecting human resources in the hotels
Recruiting human resources in the hotels is the process of attracting qualified job applicants from the external workforce and the workforce internal of the hotel.
The hotel must be able to attract quantity and quality labor to achieve my goals The recruitment process will greatly affect the selection process In practice, there will be highly qualified workers who are not recruited and they do not know the information about recruitment or have no chance to apply for jobs The quality of the recruitment process will not be as expected or the efficiency is low if the number of job applicants is equal to or lower than the number of recruitment needs. The recruitment mission can have a great impact on the quality of human resources in an organization because recruitment affects not only the selection but also the assessment of the work situation, remuneration, training, and human resource development…
Selecting human resources in the hotels is a multi-step process, each step in the process is seen as a barrier to screen, eliminating ineligible candidates go on to the following steps The number and steps involved in the selection process are not certain but depend on the job requirements of the position selected In order to evaluate their candidates, hotels follow different steps, most hotels remove inappropriate candidates step by step to reduce the number of people needing to follow up during work, hotels do this by having all candidates participate in the selection process until the most suitable candidates are recruited The application in any way depends on the selection rate of each hotel, the financial capacity permissible, and the reliability of the information obtained.
The selection process generally has the following steps:
- Step 1: Initial reception and preliminary interview
- Step 2: Screen through job applications
- Step 3: Human resource tests in recruitment
- Step 5: Physical examination and fitness assessment
- Step 6: Interview by a direct leader
- Step 7: Verify the information obtained during the selection process
2.2.2 Human resource training and development
2.2.2.1 Human resource training and development objectives
- To train human resources to develop talented individuals to motivate the employee and to increase productivity.
- Appreciate talented individuals, and facilitate and support the creation of future leaders.
- Train and prepare employees to face the expected changes and challenges that cannot be foreseen in the future.
- Or change job positions so that human resources are exposed to new jobs and find out what they are best at and then there will be more talented people to help the company.
2.3 The factors to affect the training quality and personnel development at the hotel
Technical material facilities are one of the most important factors to decide the success or failure and effectiveness of the training and development process All activity needs the necessary equipment to serve its function, and so does training and development The training and development work requires synthesizing,analyzing, calculating, and processing data, records, and documents related to this work, so it is necessary to equip many basic office equipments such as machines,computers, copiers, printers and other communication devices, exchanging information externally with individuals and other organizations such as fax machines, telephones, telex
2.3.2 The cadres in charge of training and development in the organization
People are always an important factor in the organization, all activities of the organization can only work when there are people So are training and development. The organization should have a specialized department in training and development with professional knowledge to have capable of strategies and to come up with effective training methods This department will directly monitor and evaluate the training courses in the organization, report to the executive committee, and the board of directors, and make decisions about the achievements and shortcomings in the training and development of human resources.
This staff includes specialized managers, concurrently in training and developing human resources with knowledge of human resource management, business administration in computing science and nature such as math, computer science, etc, and knowledge of social psychology Mastering the business product development plan in the organization, the business situation, and the finances of the organization Having a firm grasp of information on the labor market, market fluctuations, training centers, and science and technology organizations.
2.3.3 The regulations of the organizational
Regulations and rulings are an indispensable part of every organization, which is a tool to manage the activities of individuals and departments of the organization The training and development work with the staff doing this work is also subject to the control of the senior management through regulations and rulings.
Regulations and rulings related to the training quality and development of human resources such as management regulations and use of training funding sources, regulations on sources of training costs for effective use and for the right purposes, the effectiveness of funds for training and development of human resources, regulations and rulings related to the interests, obligations, and responsibilities of training and development staff together with people who are joined in training and development.
If these regulations and rulings are strict, and specific, highlighting the responsibilities and obligations of each individual participating in training and development everyone participating in the training will work responsibly and seriously do make training and development activities with high results Training costs are specified clearly and specifically in accordance with training activities and development will take place effectively and economically.
Thus, in order for the training quality and development to be implemented effectively, it is necessary for the attention of the leaders of the corporation, they will be the ones to set up reasonable personnel policies, offering the material facilities, costs, and human resource for training and development activities to take place smoothly Leaders must be aware of the importance of training and development in order to take measures of further concern.
In addition to being influenced and dominated by human factors, training, and development facilities are an activity in human resource management activities, so they are also influenced by other activities of managing human resources The activities of human resource management interact with each other and affect each other, they are complementary to each other and aim to maximize the resources in the organization, motivating employees to work with high efficiency Below is a diagram showing the interaction of human resource management activities
2.3.5 Relationship with human resource planning
Human resource planning is the process through which businesses ensure adequate quantity and quality of the staff in accordance with job requirements On the basis of the business production strategy of the enterprises, human resource planning is responsible for forecasting the demand for human resources to respond to production and business objectives At the same time, assess the availability levels of quantity and quality of labor in the present as in the coming time In order for the training and development of human resources to be highly effective, human resource planning must provide accurate information about the actual state of human resources.
Human resource planning is the most basic task of human resource management in an enterprise It determines the quantity and quality of human resources that the business uses to accomplish its goals in the activity process. Training and development contribute a significant part to helping the strategies, and the human resource planning target to be implemented accurately and with the highest results Thanks to training and development, businesses are still able to ensure the quality and quantity of human resources without spending too much time and effort on new recruiting.
2.3.6 Relationship with the division of labor.
The purpose of the division of labor is how to arrange work, and different positions suitable for each employee This requires the greatest coordination between the employee's qualities, capabilities, work, and behavioral characteristics with the nature of the job, while training is coordination between employees and work Through training as well as development, employees will have the conditions to respond to the requirements of the job best suited to the characteristics of each individual and the capacity they can promote.
2.3.7 Relationship between training and development with effect evaluation in the work performance.
Starting from the need to improve the quality of work performance of individuals, the enterprise conducts training and human resource development programs The standards that need to be met according to the new job requirements are part of the goal of training and development, whereas, after training, enterprises can set higher and appropriate standards to accurately evaluate the employee's job performance.
Reception department in the hotel
Reception is the profession of serving guests and communicating directly with guests They have the ability to persuade customers, to make a good impression on customers when using the services.
The reception department represents the hotel to introduce, sell and provide other services in the hotel when customers need be.
The receptionist is the part that directly deals with problems arising during guests stay in the hotel.
2.4.2 The duty of the reception department
The reception department is responsible for coordinating, coordinating with relevant departments to plan a room sale in a certain period Prepare stages in the process of welcoming guests, to demand the needs of the guests staying at the hotel. When guests leave, ensure service quality to satisfy guests so that they have the desire to come back the next time.
The duties of the reception department can be more specified by the operations listed below:
- Introduce and sell hotel products and services
- Check-in and arrange rooms for guests
- Hotel registration procedures for guests
- Track and update the room situation
- Provide information about the hotel as well as entertainment venues for guests
- Receive and resolve customer complaints
- Cooperate closely with other departments to meet all the requirements of customers in staying at the hotel
- Track, update, and summarize guest expenses.
2.4.3 The role of the hotel reception department
In the welcoming stage, the reception department plays an important role. They are the first person to interact with customers, show the face of the hotel, and perform the task of creating an impression when guests have just arrived at the hotel A hospitable attitude and manners when checking in quickly and professionally are what the reception department needs to improve to serve the best customers.
During the guest’s stay at the hotel, the reception department is responsible for following and responding to the questions or needs of guests, thereby informing relevant departments to respond, serve guests or support customers in specific circumstances and situations that arise At this stage, the reception department also plays the role of promoting and attracting guests to the services that the hotel provides, so it can be said that the reception department plays an important role in marketing and selling the products of the hotel.
When guests prepare to leave, prepare for quick and accurate check-out procedures, ensuring guests when leaving are satisfied and have mean want to return.
In addition, the reception department plays an important role in helping the board of directors make strategies, product policies, and markets to improve business efficiency.
2.4.4 Relationship between reception department and other departments
Reception department with housekeeping department: The housekeeping department support for the reception department in grasping information about the room's condition, dealing with all arising situations, and contributing to maximizing room capacity and satisfaction level of customer At the same time, housekeeping also helps the reception department to deal with some requests of guests during their stay.
Reception department with Sales and marketing department: The two departments work together in devising plans to sell rooms in each period To strengthen advertising activities, information for guests about promotions program, and support of the hotel The reception department must also inform guests' wonder requests also complaints so that the sales and marketing department can work directly with the booking room.
Reception department with Engineering department: The reception department timely informs about damage, inactivity, or needing maintenance of equipment in guest's rooms also lobby outside to the engineering department to take timely repair measures, and ensure that the equipment works normally during the guest’s stay, creating a professional and high-class level in the hotel.
Reception department with Restaurant department: The reception department helps to promote information about promotions programs, and food and drink services to customers in order to increase turnover for the restaurant or hotel when customers have the need for food service At the same time, the restaurant department is responsible for updating full-service bills that customers use at the restaurant to the reception department to the receptionist can prepare invoices for guests when they check out.
The reception department with the Security department: The reception department coordinates timely and close information with the security department about unusual behaviors and arising security situations to ensure the safety of life and property for guests.
2.4.5 The necessary to improve the training quality of human resources at the reception department of hotel
In the hotel business, human resources are always the key factor decide to products of the hotel Because all the hotels have a fairly equal investment in facilities, the difference between hotels is the quality of the service The people are an important determinant of service quality.
The issue of improving the training quality of human resources at the reception department is especially important because the receptionist is the person who gives the first impression to the customers when they step into the hotel Whether a customer decides to use the hotel's services or not depends a lot on his or her first impression Customers who pay for the service How do they feel comfortable, cozy, and close to the hotel, considering this as their second home, the staff in the hotel, especially the first contact with customers, needs to do? Therefore, the quality of the staff at the reception department is so important.
CASE DESCRIPTION
Overview of the Mercure Danang French Village Bana Hills Hotel
Name : The Mercure Danang French Village Bana Hills Hotel
Address : An Son Hamlet, Hoa Ninh Commune, Hoa Vang District, Danang city, Vietnam
3.1.1 Location and architecture of the Mercure Danang French Village Bana Hills Hotel
This is Accor Hotels' first property in the mountains of central Viet Nam It's also the fourth Mercure property in the country following the successful openings ofMercure Hanoi La Gare, Mercure Hoi An, and Mercure Phu Quoc Resort andVillas Located 30 minutes away from the central coastal city of Da Nang, the resort boasts unique French architecture and excellent views of the city and the mountain range from a single-wire cable car that has earned a spot in the Guinness Book ofWorld Records Mercure Danang French Village Bana Hills Hotel was officially put into operation in 2015, located in the architectural precinct of the French Village of the Sun World Ba Na Hills resort.
Mercure Danang French Village Bana Hills is a Unique hotel in Vietnam This 4- star hotel in Danang, nestled in the scenic mountain range of the Bana Hills is known as a wonderful natural place– which came to recent world renown since the opening of the famous Golden Bridge in 2018 – delivers the very height of service, relaxation, diversion, and natural beauty At 1,487 meters above sea level, Mercure Danang French Village Bana Hills is graced with a stunning view of the surrounding natural landscapes and the vibrant city of Danang below The hotel’s design of villages with the quintessence and typical style is inspired by 19th-century Gothic architecture and offers a western sky, an idyllic setting above the clouds for family vacations, business trips, and especially, romantic getaways.
As part of the 4-star hospitality chain governed by Accor Hotel, Mercure Banahills French Village Hotel is characterized by a quintessentially French- furnished and romantic living sphere The hotel boasts 494 elegant suite rooms with
9 room classes: Standard, Superior, Deluxe, Duplex Suite, Executive Suite, Family Suite, Family Superior, Family Deluxe, and Family Bunks Which is equipped with refined and well-crafted furniture All rooms have a window looking at the French Village, which is modeled after genuine villages of France in the 19th century. Many rooms can even offer guests a panoramic view of the vast Ba Na mountains.
In addition, Mercure Banahills French Village also meets all the physical standards of a premium hotel, including a spa-gym, indoor swimming pool, bar, and retail kiosks or patisserie.
Mercure Danang French Village Bana Hills has 11 different restaurants, bars, and coffee shop options that provide a wide variety of sumptuous cuisines, desserts, and libations From authentic local fare to fusion selections to gourmet European dishes, there is something to satisfy any palate.
The hotel also offers a wide range of recreational activities The fitness center has top-quality exercise machines, and state-of-the-art assistive equipment and the hotel's professional staff are always ready to help guests exercise Tourists can play snooker or billiards, table tennis, or mini-golf in the games room Guests can enjoy a refreshing swim in the hotel's four-season swimming pool, which is temperature controlled for their comfort Let's have fun together in the amusement park, shine and express ourselves through the karaoke room
Mercure Danang French Village Bana Hills is not only the most famous and attractive complex entertainment address in Central Vietnam, but also a place of cultural interference, where we can freely explore, learn and experience life Such as spiritual cultural space, solar eclipse square, french village, golden bridge, fantasy park Debay wine cellar,
Mercure Bana Hills French Village is ready to serve meeting and wedding needs with room types that can accommodate from 4 to 1000 guests modernly equipped in an ancient space, Spacious Open Space, Staff Professional Catering… For any type of event – be it a business conference or a wedding – the hotel will go to great lengths to make it a success.
The Gothic architecture and romantic tropical setting of Mercure DanangFrench Village Bana Hills provide the ideal setting for the romance and grandeur of nature Many preferential policies are available to everyone based on the purpose of each visitor's trip These all-inclusive packages and deals will ensure that guests and their companion have the perfect romantic getaway The hotel cordially invites everyone to experience a relaxing stay at our 4-star hotel in Da Nang and enjoy the most beautiful places in Vietnam.
World's Leading Themed Resort 2019 Luxury Honeymoon Hotel 2019
Luxury Mountain Resort 2020 Asia’s Leading Themed Resort
Asia’s Leading-Themed Resort 2021 Asia’s Leading-Themed Resort 2022
3.1.3 The organizational structure and number of employees of Mercure
Danang French Village Bana Hills
The organizational structure of the hotel management apparatus is quite simple The departments of the hotel include Human Resource Department,Reception Department, Housekeeping Department, Restaurant Department, Sales and Marketing Department, Engineering Department, Reservation Department, and
Financial Department The head of the department is the department manager, and the department operates under the direction of the managing director hotel.
3.1.3.1 Organization chart of Mercure Danang French Village Bana Hills
Figure 3.1.3.1 Organization chart of The Mercure Danang French Village Bana
3.1.3.2 Number of employees at the hotel
Table 3.1.3.2 Number of employees of the Mercure Danang French Village Bana
Order Position Number of Number of Number of
Manager number employees in 2021 employees in 2022 employees in 2023
3.1.4 The functions and duties of each department
A hotel receptionist is a trained staff whose duties include welcoming guests to the hotel, making reservations for them, and attending to their other needs that are instrumental to their comfort during their stay at the hotel They serve as the backbone of the hotel manager and are responsible for diligently recording all reservations and bookings made by guests and presenting them to the manager for record keeping and account balancing to know the level of business development in the hotel.
Human resource management is the strategic approach to nurturing and supporting employees and ensuring a positive workplace environment Its functions vary across typically including recruitment, compensation and benefits, training and development, and employee relations.
The housekeeping department organizes, provides, and always controls clean rooms, laundry operation, room service to guests, and cleaning procedures The provision of the services is generally reflected in the tariff for each room.
• Maintain comfort safe and secure environment
• Provide services economically and efficiently
Having the function of catering business through the following activities: serving guests daily meals, birthday parties, wedding conferences, serving guests in-room dining, menu design suitable for customers, ensuring food hygiene and safety, working closely with the kitchen to meet the food and drink needs of guests.
The Marketing and Sales team is responsible for maximizing a hotel's revenue by developing strategies and business plans to increase revenue The team is tasked with making profits from business verticals such as room occupancy, event spaces, leisure facilities, restaurants, etc.
The products of the Mercure Danang French Village Bana Hills
Mercure Danang French Village Bana Hills is a 4-star international hotel operating in many areas from basic hotel services such as accommodation and restaurants to high-end services such as spa, … forming a closed loop, customers can be demanded all needs without going out.
Officially put into operation in 2015, located on the French Village architecture of the Ba Na Hills Sun World Resort, Mercure Danang French Village Hotel with Sun Group as the investor and AccorHotels lead management hotel group management With 469 rooms, 7 buildings named after 7 famous French cities, from Hotel de Paris, Hotel de Lyon, Hotel de Bordeaux, Hotel de Strasbourg, and Hotel de Toulouse to Hotel de Marseille.
Mercure Danang French Village Bana Hills offers 469 rooms in 9 categories: Standard, Superior, Deluxe, Duplex Suite, Executive Suite, Family Suite, Family Superior, Royal Suite, and Bunks Every room is designed with French colonial character blended charismatically with the elegant interiors and views of the ancient French Village All in-room equipment is class-leading, ensuring a comfortable and enjoyable stay All rooms are fully furnished and include – High-speed Wi-Fi – 32- inch LCD TVs - An IDD phone - Minibar - Both Air conditioning and an electric heater – A safety box – A weight scale – A hair dryer - Work desk [8]
The standard room brings comfort and convenience to guests The space of 22m2 is suitable for 2 adults Guests will be amazed by the sophistication and elegance as soon as they enter the room and enjoy the essential amenities View of the mountain or old village architecture and the layout and design of the rooms may differ due to location and structure.
Depending on visitor preferences, they have both mountain and village- architecture views available It costs 1.200.000 - 3.800.000 dong
The cable car ticket is only VND 450.000/adult and VND 350.000/child (1m – 1.4m tall) when booked room.
Duplex Suites offers Guests a unique classic antique design that blends modern comforts This room type has 2 floors with 2 bathrooms The living room is located on the first floor and the master bedroom is on the second floor With an area of 40m2, the Duplex room can accommodate 2 adults and
This room meets all visitor’s need for their stay! 1 king-bed option is available, easily housing two adults and one child It costs 2.900.000 - 5.700.000 dong
The cable car ticket is only VND 450.000/adult and VND 350.000/child (1m – 1.4m tall) when booked room.
Family Suite has two bedrooms, with 1 double bed and 2 single beds with an area of 80m2, suitable for large groups such as family and friends There are two bathrooms with a shower and tub and a large living room where everyone can gather together.
The cable car ticket is only VND 450.000/adult and VND 350.000/child (1m – 1.4m tall) when booked room.
The Mercure Ba Na Hills offers perfect solutions for parents traveling with kids in Faa mily Superior room It is both convenient and fun for families, having a large king-sized bed for the folks and a bunk bed for the kiddos Modern design with 30 sqm of space means spending time in the room will be relaxing and enjoyable All views overlook the impressive French Village architecture.
The cable car ticket is only VND 450.000/adult and VND 350.000/child (1m – 1.4m tall) when booked room.
Executive Suite offers harmony in design, architecture, and modern equipment. Modern design with 25 sqm of space With two floors and a separate living room, the space recreates the French style in harmony with elegant furniture Which is suitable for 2 adults and 2 children Along with the large living room and bedroom, there are also two bathrooms and the option for a rollaway.
The cable car ticket is only VND 450.000/adult and VND 350.000/child (1m – 1.4m tall) when booked room.
This cozy and elegant room has a slightly modern twist to it, adding a bit of je ne sais quoi to your visit With views to both the French village below as well as to mountain vistas, this luxury room is 22 square meters and is a great choice.
Superior King: 1 king is available which can accommodate two adults plus a child
Superior Twin: 2 twin beds are available, and the room can accommodate two adults plus a child.
For those coming to stay on the mountaintop with the family and kids, or a few friends, the bunk bed room offers a unique experience while staying in Ba Na. Each room has 2 bunks, meaning the capacity is 4 The room is fully equipped and at 30 sqm, there is more than enough space for everyone to feel comfortable The room is homey yet modern and all views look out over the French village.
The cable car ticket is only VND 450.000/adult and VND 350.000/child (1m – 1.4m tall) when booked room
Serving the quintessence of domestic and international cuisine Guests can enjoy authentic Vietnamese and Asian dishes to fusion dishes as well as delicious dishes from Europe The restaurant food system inside Mercure Danang French Village Bana Hills is always ranked as expensive and magnificent and is also one of the things that visitors feel most impressed with With all 11 culinary venues including restaurants, cafes, and bars, offering a unique combination of Asian - European cuisine, visitors will be satisfied.
Located next to the Hotel de Nice, La Cote d'Azur restaurant specializes in Mediterranean and Asian buffet dishes with a capacity of about 280 guests.
La Crique is in the form of a buffet and order with a capacity of about
210 guests, if you want you can choose to have a breakfast buffet right here, at an extremely cheap price Or choose to have lunch with buffet parties of up to hundreds of dishes, with a mixture of Asian and European dishes that is extremely unique and interesting La Crique is where you could choose from a variety of live stations cuisine infused with a pinch of local flavors Choose your favorites then discuss with the chef directly how you would like it to be cooked.
A unique combination of Eastern and Western culinary styles.
Designed in the style of an old French village, L’Étable restaurant specializes in delicious traditional French and Vietnamese dishes for family-style lunch and dinner.
The dishes of traditional Vietnamese cuisine are made from local specialties and the way of tasting Asian spices is quite suitable for the diverse needs of diners Fresh ingredients from the healthy garden at Bana Hills are used for pho, pancakes, chicken rice, and many grilled dishes, making the diners very satisfied.
La Taverne Bar is a wine cellar built of wood and stone with a cozy atmosphere inspired by classic European cellars of the 19th century. It's a great place to hang out with friends for drinks and games story. Enjoy a great night with karaoke and a few glasses of fine wine The bar will provide you with a wide selection of beers and snacks.
– Sing karaoke for free – Show live sports programs (Temporarily closed)
Start your new day at the French Village at Café Le Troquet du Coin with a cup of coffee and some authentic Croissants and Danish pastries The coffee shop is designed in French style promising to bring you a truly French experience on the top of the Ba Na Hills mountains
The status of business activities of the Mercure Danang French Village
3.3.1 The guest source characteristics of the hotel
3.3.1.1 The structure of guests according to tourism motives.
The guest structure according to motives has many differences: guests staying at hotels are mainly business visitors, merchant visitors, and guests coming for entertainment purposes The structure of guests according to tourism motives is described in the chart below
Chart of tourist structure by tourism motivation in the period 2021 - 2022
Leisure Travel Incentive Travel Another Travel
Figure 3.3.1.1 Chart of tourist structure by tourism motivation in the period 2021 – 2022
It can be seen that the number of guests coming to the hotel for entertainment and relaxation accounts for 62% in the period 2021-2022 Therefore, the major holidays of the country or other countries, it is also an opportunity for the hotel to attract tourists to entertain the purpose of entertainment to its hotel.
In addition, guests who come to the hotel to reward, promote achievements, and improve the solidarity relationship between individuals or companies supported by an organization also account for a large number with more than 23% compared to the total number of guests of the hotel We see that the number of guests coming to the hotel for other purposes such as business is very small, accounting for only 15% of the total number of guests coming to the hotel The problem is how to attract customers, including those on business trips.
3.3.1.2 The structure of guests according to nationality.
According to data provided by the hotel, the structure of guests by nationality in the period 2021-2022
The structure of guests by nationality in the period 2021-2022
Europe Asia China Korea Vietnam Another
Figure 3.3.1.2 The structure of guests by nationality in the period 2021-2022
According to statistics from 2021 to 2022, guests coming to the hotel are mainly international guests, accounting for more than 60% of the number of tourists, domestic tourists only account for 40% By geographical scope, the main source of tourists comes from: Europe accounts for 35%, Asia accounts for 18%, China accounts for 10%, Korea accounts for 20%, Vietnam accounts for 12% and 5% is to markets other guests It can be seen that visitors from the English and Korea speaking market make up a large proportion of the hotel guest structure. Therefore, hotels need to take reasonable measures to attract this potential customer market and other international tourist markets.
3.3.1.3 Business results of the hotel
The hotel has been in operation since November 2021, it cannot be said that later than some hotels, but it is right at the time when Vietnam's tourism flourishes.
In the 2016-2018 period, the number of international visitors coming to Vietnam grew at a fairly fast rate In the first months of operation, due to the climate and terrain conditions and not widely advertised so the attraction of visitors was not highly effective, leading to the capacity of the rooms in the first phase is not high.
Gradually, the image of Mercure Danang French Village Bana Hills was spread throughout Southeast Asia as well as around the world To consider the business performance of Mercure Bana Hills French Village over the past years, quote the following datasheet:
Table 3.3.1.3 Hotel revenue in the period of 2021-2022
The real situation of receptionist staff training at the Mercure Danang
French Village Bana Hills Hotel
The Mercure Danang French Village Bana Hills Hotel reception department mainly uses forms of training such as orientation training and on-the-job training.
Orientation training: This training program takes place the first two weeks of each month at the hotel This is a general training session for new employees. During this training session, front desk staff will be given an “Employee Handbook”, which provides an overview of each employee's work, responsibilities, and obligations and is in charge of the training manager for the whole hotel In addition, the receptionist staff also participated in general training courses such as fire prevention training, customer complaint handling, fire, and explosion drills, …
Here is the hotel orientation training process for new employees
Step 1: Prepare the working environment for new employees
- After the recruitment round is over and the hotel is looking for potential and suitable new employees, the recruitment department needs to send information emails to all relevant departments in the hotel for the necessary and thoughtful preparation.
- The preparation needs to start from the basics such as preparing the working environment for new employees, including desks, computers, stationery, phone and email lists of hotel contacts, job descriptions to specific job raining plans.
The welcome can be done in many different forms such as:
- Organize a welcome meeting for new employees A light party for new and old employees to get to know each other is also a good way to apply this.
- Arrange staff to welcome and guide them from the very beginning so that new employees don't feel overwhelmed.
- Guidance on working positions as well as functional departments in the company so that new employees quickly get used to the new environment.
- Corporate culture needs to be promoted optimally and effectively by the friendliness of old employees to new employees.
Step 3: There is a training program on general information and orientation in hotel activities
- For employees to quickly grasp the general information of the hotel, and the management style of managers in the hotel as well as help new employees get in touch and plan for their future career development, the company needs to prepare all the information of the business as well as the information of the front desk department to provide to new employees such as: o History of establishment and overview of hotel operations o Operational objectives, organizational structure, regulations, principles, and policies for hotel staff o Working process at hotels: models and practices applied at hotels, working hours o Contact information system in the hotel (Email, Phone, Web, CRM, )
- Reception staff will be trained with the following contents: o General overview of the front desk department o Basic activities of the front desk o Hotel booking process o Reception and check-in procedures of customers at the hotel o Serving guests during their stay o Make payment procedures and see off guests
- These documents can be prepared in advance by printing brochures introducing the hotel to each new employee so that they can keep and look up information when needed.
Step 4: Training on professional skills
The knowledge to provide to new employees during this process includes:
- Overview of the customer market, industry, products, and services in the field in which the hotel operates
- Basic knowledge of the job position that the new employee will take on
- Job content and specific characteristics of the position of the front desk department
- Advanced knowledge required or will be trained at the hotel
- Soft skills such as communication and persuasion skills, teamwork skills, telemarketing skills, negotiation skills, problem-solving skills, check-in and check-out skills
After finishing the training process for new employees, the employer needs to have an open and friendly talk with the new employees to listen to them speak their minds, and absorb their feedback make good contributions as well as assess what knowledge new employees have received during the training process.
On-the-job training: This training will take place on the first Monday of every month This is a direct training method in the department, the employees will learn the knowledge and skills necessary for the job through direct learning New staff members will be assigned to instructors, usually supervisors or professional staff with long experience Any difficulties or questions can be asked to the instructor With official staff, when the manager sees that they are not doing well in any aspect, they will retrain that employee right at the department.
- In this training, employees will be trained in the following basic contents: o Foreign languages and informatics: The hotel will invite English and French native teachers and a teaching assistant to reinforce knowledge for staff at the front desk Before each class, there is always a small test to assess the level of staff During the session, the instructor will create situations for the receptionist to be bolder and more fluent in communication. o Customer service cycle: The period before the guest arrives at the hotel and check-in The period of guests staying and using hotel services The stage when guests check out, check out, and leave the hotel o Soft skills: Trained in teamwork, professional ethics at work, flexibility in handling situations, and physical form.
- Front desk staff also have other courses such as orientation training in management and courses specific to specialized functions such as revenue management and sales.
- Below is a sample training course evaluation for employees This training template will be used by the staff after each training on any knowledge skill to improve, learn from the training course and allow to manage the quality of the training
ANALYSIS AND EVALUATION
The situation human resources at the reception department of the Mercure
4.1.1 Model of the organizational structure, titles, and duties ofstaffs in the reception department
4.1.1.1 Organizational structure of the reception department at the Mercure Danang French Village Bana Hills
Figure 4.1.1.1 The organizational structure of the reception department at the
Mercure Danang French Village Bana Hills
With this type of organization, it can be seen that the director is the highest person in the department, responsible for the management as well as having the authority to assign tasks to his subordinate staff Subordinate employees are under the supervision of the direct manager and can express their opinions through their supervisors, ensuring effective operation In this structure, it can be seen that the supervisor has a huge job responsibility when they both work as employees and the
Operator manager are responsible for managing subordinate employees This not only puts pressure on the supervisors but also the staff The Board of Directors should consider adding a captain's position to make the organizational structure more complete, reducing the workload for employees.
4.1.1.2 Title and duties of staff in the reception department
Currently, the total number of employees in the reception department is 20 employees, of which positions are assigned tasks.
Reception Director – Nguyen Thi Ngoc Yen: Responsible for all activities related to the reception department such as planning and organizing the implementation of the duties of the reception department, coordinating all activities of the reception department, urging, checkinmonitoring,tor evaluatinguate the performance of the employees in the department, schedule work for the employees underneath, participating in recruiting staff for the reception department, training and fostering to improve receptionist skills for staff, maximizing the occupancy of rooms and revenue for the hotel, participating in marketing activities of hotel, responsible for the compliance with the hotel regulations and current legal documents related to the work of the reception department.
Assistant manager – Dao Hong Anh: Helping the receptionist director of department operations, training staff in the department
Supervisor (5 people): Front desk supervision is responsible for organizing, managing, and being responsible for counter operations, supervising staff during the work shift, ensuring the safety of customer information systems, improving customer service, and reporting in the FOM shift.
Receptionist (10 people): the main task of the receptionist is to check in and check out for guests, resolve customer complaints, and meet the needs of guests.
- Understand the working information of the previous shift
- Check room availability, number of rooms available, and number of rooms sold for the day
- Check the customer registration form for reservations in advance Check backups (the customer's reservation bill through the booking company) with all in-house guests, check-out guests, clean rooms, availability, and special notes for each guest (if applicable)
- Read the notes of all departments If you have time to read information about the situations that arise from the previous shift
- Check out all check-out rooms ahead of time and take notes with the reservation department for follow-up
- Check-out and check-in procedures for guests
- Keep important guests in advance
- Submit an inquiry about check-out times for all non-room info
Bellman (7 people): bring luggage to the room and down the lobby for guests, book tickets, and car for guests when requested, recommend restaurants, spas, for guests when asked as follows:
- Keep in touch with the situation of the previous shift
- Make sure staff are always at the door and at the information counter
- Check the number of passengers booked for the shuttle bus and notify the driver
- Examine the pre-dispatch and during the shift, record the dispatch information
- Transfer luggage to the room or car for guests
- Constantly updated information on weather, travel programs, and related travel information
- Ensure full of documents such as maps, luggage tickets,
Operator (4 people): receive food order, amenities, laundry, of guests in the hotel Transfer calls to hotel staff or outside the hotel, wrand ite guest information to the police.
4.1.2 The material facilities of the reception department
The front desk must be located in the main lobby of the hotel, the visitors are easiand ly visible when entering the hotel It is a reception place, it must be designed beautifully, lux, uriously and spaciously, creating own style There must be a reception room right behind the counter, this room must have a private entrance to create a closed loop, avoiding the situation where the staff must pass the hall when going on and off shifts.
All computer systems, software, cameras, and phones are fully equipped, in which the computer must run fast without hanging, be connected to the internet, the mouse works well, the keyboard is not blurred or lost text connection between the computer and other devices such as printers, room key machines must be good
In general, the department's facilities are complete equipment and harmoniously decorated the architecture, creating beautiful looking that show respect for customers, culture in the welcome visitors This not only facilitates the staff in the working process and serves customers quickly, but also leaves a good impression on the guests' hearts.
4.1.3 The labor structure of the reception department at the hotel
4.1.3.1 The number of employees at the reception department
At the beginning of 2020, our country was heavily affected by the Covid 19 pandemic It caused the tourism industry as well as the hotel business to stop operating in the past year Currently, the hotel's staff has many changes due to the impact of the Covid-19 pandemic The new hotel reopened in March 2021 with the current staff of 129 people However, the front desk department still maintains the number of employees at about 18-20 people Most staff at the front desk work in shifts.
The staff in the reception department is 20 people, accounting for nearly 15% of the total number of employees in the hotel, this is also a department with a relatively low number of employees Currently, after the covid pandemic, the department is still quite small and is recruiting more Therefore, the job duties of the receptionist and the current situation of the hotel, the number of this staff is not enough.
In each shift of the front desk department, there are only 2 receptionists, 2 information desk staff, 1 switchboard operator, 1 supervisor and 2 bell staff. According to the original standards that the hotel built, in each shift, there will be 3 receptionists, 3 information counter staff, 2 switchboard staff, 4 bell staff and 2 supervisors This means that now the number of workers in the shift has been reduced by more than half and the overload of work is inevitable In addition, due to the hotel's lack of staff, the receptionist is not only responsible at the front desk, but sometimes directly goes down to the room to check the status of the room to change the room staff, check the wifi system for guests Information room staff, butler staff during peak hours will come down to support the department to order food to the room for guests.
Therefore, the management needs to consider this issue and have a policy to adjust the number of front desk staff appropriately.
4.1.3.2 The quality of staffs at the reception department
Labor structure by age and gender at the reception department
Figure 4.1.3.2 Labor structure by gender
At the reception department, there are 15 female staff, accounting for 75%, 5 male staff accounts for 25% of the staff at the reception The female staff mainly work as the receptionist and operator, which require more soft jobs, while male staff are mainly driving, bell man requires health Based on gender characteristics, managers have more reasonable labor assignment policies such as female employees who limit night shift, when they have sick children or maternity leave, when they return, they still be arrange to reasonable
It can be said that the labor structure by gender at the reception department of the Mercure Danang French Village Bana Hills Hotel is quite reasonable and equal
Labor structure by age of staffs at the reception department of Mercure Danang French Village Bana Hills Hotel up to the present time
Diagram 4.1.3.2 Labor structure by age of staffs at the reception department of Mercure Danang French Village Bana Hills Hotel up to the present time
In terms of age, up to the present time, workers aged 25-35 account for the majority in the department with more than 50%, young workers aged 18-25 only account for 40%, workers from aged 35 -40 accounts for 10%
Staffs aged 18-25 currently in the department are 12 people and are all recent graduates or have graduated for a few years This is the age when youth, enthusiasm, need to absorb new knowledge, need to show high self-capacity On the other hand, employees have less skills and experience with the profession, so they need to have higher training interest and training needs than other employees.
Advantages and disadvantages of the training quality at the reception
department of the Mercure Danang French Village Bana Hills Hotel
4.2.1 The advantages of the training quality at the reception department of the Mercure Danang French Village Bana Hills Hotel
Orientation training : The orientation and training of new staff play a very important role in determining performance and keeping staff engaged with the hotel Orientation programs help employees get acquainted with the hotel and other departments, helping them communicate better and more confidently at work This is very helpful training for new employees, helping them get it right from the start.
In addition, the receptionist staff also participated in general training courses such as fire prevention training, customer complaint handling, and fire and explosion drills, These training sessions help employees have the necessary skills to deal with emergencies that arise, and ensure safety for themselves and customers when bad situations happen.
The receptionist at the Mercure Hotel Reception is one of the two departments most appreciated by the Board of Directors for their qualifications and ability to serve customers (along with the Sales & Marketing department) The staff of the department is fluent in English Some staff can use second languages such as Chinese, French, Thai, and Korean Computer level is equivalent to B, able to meet job needs.
The number of male and female staff as well as the division of labor is reasonable when female staff are mainly receptionists and operators, male staff is in demanding positions of good health Female employees are assigned more suitable shifts and other policies make it more comfortable to work.
Highly qualified staff, the staff can communicate well in English, easily serve customers and improve product quality All staff members have been trained, so they are very proficient in their professional work and perform the operations quickly and accurately with amiable and respectful attitudes.
On-the-job training: With this form of training, new employees can easily learn and remember more effectively because they are exposed to the real work because they are exposed to reality of work Any difficulties or questions can be asked to the instructor
The reception department has longtime staff, who have been with the hotel since opening, so they have the full range of skills and experience to work as well as impart it to young employees The young staff are enthusiastic and eager to learn, making the quality of the staff more and more improved.
The reception department attaches great importance to the training and development of human resources, the recruitment is quite strict and fair, interested in the assessment and inspection of staff, clear salary and bonus.
4.2.2 The disadvantages of the training quality at the reception department of the Mercure Danang French Village Bana Hills Hotel
Orientation training: However, this orientation training is only for new employees who are on probation, not for interns and part-time employees who are also directly working in the department Therefore, management should pay more attention to this training object In addition to the practical results of the lessons, the staff are hardly involved in the learning process as shown by the fact that the staff do not answer the trainer's questions.
On-the-job training: However, the limitation of this form is that for new employees, most of the knowledge and machines used with them are still very new, so the need to learn a lot, if only depends on the instructors, being an instructor more work to do and sometimes the mentality of being shy to teach In addition, since a mentor has been assigned, other staff members will default to instructing the new employee is not their responsibility Therefore, it is required that new employees need to be more active in their work to meet the job requirements With official employees, when management sees them doing not good at anyone will dig at them on that side right in the department This form of training is only temporary, and only affects the professional but not an important factor is the staff's foreign language, but in customer service, the foreign language level of the staff is very important With official employees, when managers see that they are not doing well in any way, they will train them in that aspect right in the department This form of training is only temporary, it only affects the professional expertise but not an important factor, which is the staff's foreign language skills, but in customer service, the staff's language skills are very important Therefore, the management board should pay more attention to opening parallel foreign language training classes to further improve service quality.
Human resource training policies for the Mercure Danang French VillageBana Hills Hotel reception department have brought efficiency in training the quality of staff in general However, the shortcomings are the person who directly trains department staff and is in charge of training all staff of the hotel department, this means that they do not have the in-depth knowledge and management experience of those working directly at the front desk department In addition, the distance training course is available to all employees in the group, regardless of the country, so not all students are suitable for the lesson.
Another minus point is that the lessons are general, not in-depth, and boring, so they don't create interest for learners In addition, the receptionist staff does not voluntarily participate in distance training courses (online training forums) for general corporate employees if there are no regulations or directives of the superior.This in the long run makes the quality of human resources lagged not only compared to domestic hotels but also international hotels Therefore, this is an issue that management needs to consider and take measures to solve.
DIFFICULTIES AND SOLUTIONS
Difficulties encountered by staff and reception department during training
The hotel has opened a training course and sent department managers to attend professional and specialized training classes to improve skills, experience, and experience so that the staff and the front desk department become more and more perfect and develop better to bring the best experience to visitors However,
Training and retraining programs are overlapping The training process is not effective, only organizational for yes, or has not yet left many impressive results. several programs are made with the same purpose and do not consolidate The following training programs have not overcome the weaknesses of the previous programs.
The effectiveness of the classes is not high, some training and refresher courses have not attracted the interest of employees to participate, and have not stimulated the enthusiasm for learning.
The hotel has not focused on training and fostering human resources The hotel's human resource training and retraining programs only identify needs when there are jobs arising, receiving little attention from the management.
Evaluating results after training and fostering is not serious, including staff and program evaluations In which, evaluating employees after training only through the end-of-course examination, does not determine the employee's working capacity after returning to the working position.
The training results are not as high as expected, partly because the teaching methods of the lecturers are not creative, causing boredom for the learners, and partly because the learners are not aware of the importance of this training.
The staff's foreign language skills are not good enough or specialized enough to meet the needs of the hotel Recruitment requirements are not close to the actual operation of the hotel, the recruitment form is not diverse Lack of periodical intensive training courses, training forms are not diversified, and the effectiveness is not high.
In the reception department, the supervisory position is very important because there is a lot of work, but there is no management department in this department This increases the supervisor's responsibilities and the employee's workload.
The senior staff is also the weakness of the department when some employees have not yet absorbed the news and show contempt, making it difficult for young and talented employees In addition, it is difficult for young employees to get promoted and dedicate themselves to the hotel Since then, the percentage of young employees who have been with the hotel for 2-3 years and want to leave is quite high During working time, some employees got sick by cable car, so they couldn't work for a long time at the hotel Because the hotel is located on a high mountain, it is often necessary to travel by cable car.
The average age of the receptionist is quite high compared to other 4-star hotels, leading to the aging of the staff in the department The front desk department needs to rejuvenate the team to be more dynamic and creative in work and training.
Some solutions to improve the quality of receptionist training at the
Currently, with the development of the tourism industry, hotels grow like mushrooms, and fierce competition with each other Therefore, improving the quality of products and services brought to customers is what hotels are always aiming for Along with the resources of capital, technology, and natural resources, labor is a resource that needs to be properly exploited to improve the competitiveness of the hotel After all, human is the main factor basic resources to generate profits for the business.
The enthusiastic welcome, and attentive service in the first meeting of the receptionist to the customer will be the deciding factor whether the customer becomes a loyal customer or not Therefore, the quality of service at the reception is very important, but the knowledge and attitude of the receptionist are considered a prerequisite to doing that.
Improving the quality of staff training at the reception department is a strategic direction, bringing many benefits, and affecting business performance and the long-term development of the hotel With what has been learned in school and during the field trip and while working at the Mercure Bana Hills Hotel, I would like to offer some solutions to improve the quality of training for receptionists at the Mercure Danang French Village Bana Hills Hotel.
5.2.1 Completing the human resource selection for the reception department
The goal of the solution
The recruitment of human resources is of great significance because it affects the quality of labor, helps the recruitment process to be more complete, the employer can choose the candidate correctly and appropriately, suitable for the position and job requirements Completing the recruitment of human resources will help reduce costs and training time This is the first step to improving the quality of labor, more specifically professional skills, specialized, ability to communicate, and foreign languages,
The recruitment of personnel at the reception department of the Mercure DanangFrench Village Bana Hills Hotel is quite complete and complete from form to content However, there is one problem to note Currently, at the reception department, the interviewing method is applied to the selected people, with this method both assessing the overall capacity of the interviewer and consuming less time and money But the interview results depend on the interviewer and are subjective, so the interview results sometimes do not satisfy the candidate and have the ability to reject potential candidates That's why it's important to take the tests after the preliminary interview is over The objective of the test is to determine the ability of each candidate in each job and the level of satisfaction of the employer with the candidate The test also reveals the candidate's personality and suitability for the job Thus, the more tests are performed, the more employees and managers properly assess the ability of each candidate Although creating a test will take more time and cost than conventional methods, it will be easier for managers to select candidates, make the right decisions, and reduce training costs later This From there, the quality of the staff will be improved.
The application of time-limit recruitment makes the number of employees working in the division limited Therefore, hotels can use another form which is to create job opportunities for potential students Currently, there are many large hotel groups in the world investing in improving the quality of human resource training in the future by linking with tourism training schools, sponsoring outstanding students, and offering job opportunities to invite qualified students to commit to working for the corporation in the future Thus, after each course, the reception department can add new, young, and talented qualified human resources New human resources at each selected tourism training institution will generally be of superior quality compared to other human resources because they are carefully selected from the university and the hotel in both attitude and job skills This is also one of the ways to improve the training quality of human resources that the reception department should consider
Another form of recruitment is to receive trainees and train for free for 2 months, if satisfactory, they will be signed a labor contract Although a 4-star hotel receptionist, in addition to being fluent in foreign languages, also requires experience, the new candidate is the easiest to train and is likely to stick to the job longer This is also a way to avoid employee aging and prepare for the next generation of capable and dedicated employees.
Receptionist recruitment requirements also need their criteria, in addition to being fluent in English, the receptionist needs to be able to communicate in at least one other foreign language Or choose candidates who are fluent in Japanese,Korean, or Chinese, basic communication in English.
Recruiting more employees is also a must-do Recruiting to reduce employee workload and fit with the industry from which the goal of workforce rejuvenation will be spread in the future.
5.2.2 Improving training for staff at the reception department
The goal of the solution
Training is a useful means to streamline the labor process This is the next step of recruitment to improve the quality of labor The quality of the labor cannot be maintained and developed without training on a regular.
In addition to the general training courses of the hotel such as fire protection, in which staff must participate, the reception department should have intensive training sessions in which the instructors are department heads, department assistants, or staff with good skills, not a general trainer for the whole hotel The person directly working in the department will understand the workflow, and how to use the software, they also understand the personality and limitations of the trainee to be able to develop a reasonable training program.
In addition, experts can be invited to teach directly With this form, the training will be costly in terms of cost, but it will help employees to grasp the development trend of the hotel industry in Vietnam as well as the world in terms of technology, preferences, and the habits of each customer market.
The opening of training classes should not just stop at where you feel weak or when necessary, but should be done periodically, through monitoring how employees work, through customer reviews, Training classes will be held every month Employees do not stop at self-awareness, but employees will be required to participate in other intensive training classes In addition, employees who are being trained will have tests to test their competency, perhaps quarterly or every six months to take those tests so that managers know what they need to do to make the staff work better.
Another form of training that can be applied in the department is cross-training.
It means that employees in one department to another for training to learn, then return to the old department The hotel business feature is occasional so there will be low season and high season At peak times, management can easily transfer idle workers from one department to another without recruiting additional staff This will avoid wasting hotel human resources and create flexibility in the organizational structure.
For potential candidates, the department should send them to study in a foreign hotel with the group to learn experience, career skills, and commitment after completing their studies to return to work for the hotel This not only improves the quality of the staff but also makes motivated employees more working effective
Suggestions
6.2.1 For the Mercure Danang French Village Bana Hills Hotel
- The management should build work assessments for employees each year to help employees recognize and correct weaknesses, and promote the strengths of each individual.
- Regularly invite hotel experts to exchange experiences with staff, and send staff to study at hotels of the same group at home and abroad.
- Create an atmosphere of enthusiasm and solidarity among the employees.
- Improve the material facilities system of the whole hotel in general and at the reception department in particular.
6.2.2 For the reception department at Mercure Danang French Village Bana Hills Hotel
- Each employee must always improve their professional level and expand foreign language capital for communication to achieve high efficiency
- Serving many customers of different nationalities, customs, ages, levels… Therefore, it is required that the receptionist must have a certain level of knowledge about these types of customers to improve service quality and civilized and polite communication.
- Observing to the process of welcoming and saying goodbye to customers, do not cut off the greetings and goodbye.
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[7] https://www.mercure-danang-banahills-french-village.com/
[8]https://www.booking.com/hotel/vn/french-village-ba-na-hills-mountain- resort.vi.html
[9]https://www.worldtravelawards.com/profile-39180-mercure-danang-french- village-bana-hills
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[11]https://banahills.sunworld.vn/tin-noi-bat/bang-gia-phong-khach-san-mercure- ba-na-hills-2020.html
[12] https://journalofbusiness.org/index.php/GJMBR/article/download/2186/2088/[13]https://setupmyhotel.com/train-my-hotel-staff/front-office-training/743-front- office-introduction-operations-functions.html
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