Enhancing marketing mix at spring flower hotel

ề Đ án Ki nh tế c tế BUSINESS SCHOOL  ENHANCING MARKETING MIX AT SPRING FLOWER HOTEL E-BBA 4B  ố qu VU NGOC MINH DONG NATIONAL ECONOMIC UNIVERSITY BUSINESS SCHOOL Bachelor of Business Administration in English (E-BBA) Thesis Student: Vu Ngoc Minh Dong Class: E-BBA 4B Supervisor: MSc Nguyen Thi Thu Trang HA NOi - 2016 HANOI, 2016 ề Đ án Ki nh tế ố qu ACKNOWLEDGEMENT c tế First of all, this thesis and the internship period are integral requirements for graduating the Bachelor of Business Administration in English program (EBBA), Business School, the National Economics University Furthermore, they are remarkable proofs indicating my entire knowledge and experience that I have been taught by professors and learned by myself, and also demonstrates that I have enough skills and ability to work in reality Through all the subjects of the course for nearly years, I have gained a lot of knowledge about the business administration and the economy which is totally helpful for my career in the future, especially in marketing field Therefore, I would like express my sincere thanks to all lecturers of NEU Business School; especially to my prime supervisor, MSc Nguyen Thi Thu Trang, who not only taught me many necessary lessons about marketing art but also did gave me many helpful advices and guidance during my internship period to complete this thesis Last but not least, I also highly appreciate the contribution of my family and so my classmates who always stay beside me and have made my university life become unforgettable ề Đ án Ki nh tế ố qu TABLE OF CONTENTS 1.3 Research questions: 10 1.4 Research methodology: 10 1.4.1 Research process 10 1.4.2 Data collecting method 10 1.4.3 Data analyzing method 11 1.5 Research scope: 11 1.6 Research structure: 11 CHAPTER Theoretical framework of Marketing Mix 12 2.1 Definition of marketing 12 2.1.1 General definition of marketing .12 2.1.2 Definition of tourism marketing .13 2.1.3 Definition of hotel marketing 14 2.2 Marketing Mix and its components 15 2.2.1 Definition of Marketing Mix and its importance 15 2.2.2 Components of Marketing Mix 18 CHAPTER 3: Analyzing the marketing mix of Spring Flower Hotel .26 3.1 Company overview .26 3.1.1 History and general description .26 3.1.2 Organizational structure 27 3.1.3 Activities 30 3.1.4 Business performance 31 3.2 Environmental analysis .33 3.2.1 Macro environment 33 3.2.2 Analyzing competitors 33 3.2.3 SWOT analysis 37 tế 1.2 Research objectives: c ACKNOWLEDGEMENT TABLE OF CONTENTS ABBREVIATIONS .3 LIST OF TABLES LIST OF FIGURES .5 EXECUTIVE SUMMARY CHAPTER 1: Introduction 1.1 Rationale: ề Đ án Ki nh tế 3.3 Marketing mix at Spring Flower Hotel 38 3.3.1 Product 39 3.3.2 Price .42 3.3.3 Place .45 3.3.4 Promotion 49 3.3.5 People 50 3.3.6 Process 54 3.3.7 Physical evidence 57 3.4 Achievements and shortcomings of Marketing Mix at Spring Flower Hotel 58 3.4.1 Achievements 58 3.4.2 Shortcomings 59 CHAPTER 4: Recommendations and solutions to improve Marketing Mix for Spring Flower Hotel 61 4.1 Development strategy of Spring Flower Hotel 61 4.1.1 General objectives 61 4.1.2 Marketing objectives of SFH (2016-2020) .61 4.2 Solutions to improve marketing mix for SFH 62 4.2.1 Product 62 4.2.2 Price .63 4.2.3 Place .64 4.2.4 Promotion 65 4.2.5 People 66 4.2.6 Process 67 4.2.7 Physical evidence 67 CONCLUSION 69 REFERENCES 70 APPENDIX 71 ố qu c tế ề Đ án Ki nh tế ố qu ABBREVIATIONS c tế Spring Flower Hotel: SFH ề Đ án Ki nh tế ố qu LIST OF TABLES c tế Table 2.1 Elements of Marketing Mix 16 Table 3.1 Traveler’s rating by Agoda between SFH and main competitors 31 Table 3.2 Business performance of SFH from 2014 to 2015 32 Table 3.3 Residential products of SFH 40 Table 3.4 Average rate of customers’ satisfaction about the residential product 41 Table 3.5 SFH’s room price in November, 2015 (high season) .44 Table 3.6 Distribution channel in number .47 Table 3.7 Customers’ assessment about physical evidence’s factors .57 ề Đ án Ki nh tế ố qu LIST OF FIGURES c tế Figure 1.1 Research process 10 Figure 2.1 Marketing System 13 Figure 2.2 Concept of Marketing Mix for service 17 Figure 2.3 Product Life Cycle .19 Figure 3.1 Hotel’s organizational structure 28 Figure 3.2 Essence Hanoi Hotel’s room 34 Figure 3.3 Angel Palace Hotel’s room 35 Figure 3.4 MK Boutique Hotel’s room 36 Figure 3.5 Spring Flower Hotel’s room 37 Figure 3.6 Spring Flower Hotel’s customer sources in (2014-2015) .39 Figure 3.7 Factors influencing SFH’s price policy 43 Figure 3.8 Customer’s assessment about product’s price 45 Figure 3.9 Distribution channel of SFH 46 Figure 3.10 Proportion of resources providing customer in 2015 48 Figure 3.11 Customer’s assessment about the distribution channel .48 Figure 3.12 Average score rated by customers about staff performance .53 Figure 3.13 Service process of SFH 54 Figure 3.14 Customers’ opinion about the process’s steps 56 ề Đ án Ki nh tế ố qu EXECUTIVE SUMMARY domestic tourists but also foreign ones This advantages have opened up the chances for many enterprises running service business, especially hotel business Spring Flower Hotel is a new hotel established in 2014, which has many strong points such as location, human resources to become a successful enterprise in Hanoi However, as there are more and more competitions that the hotel has to face, SFH has to find a more rational way to improve and reinforce the hotel’s operation and marketing activities In fact, though marketing mix plays an important role in a business, the hotel has not still considered carefully about it Therefore, there are a lot of shortcomings that need to be resolved and improved in the hotel’s marketing mix The objective of the thesis is to study about marketing mix at Spring Flower Hotel to propose some critical suggestions for a better marketing mix  To understand the theoretical framework of marketing mix  To analysis the current marketing mix of SFH  To propose solutions and recommendations for the hotel to improve the current marketing mix Of the thesis conducting process, secondary data from books, internet will be collected Annual reports from the company also are collected Partly from those ones, primary data in form of survey from the hotel’s targeted guests and the indepth interview’s questionares are collected Then, analysis made from current situation is combined with data to propose suitable solutions for the marketing mix at Spring Flower Hotel Besides that, thesis will analyze the current situation of marketing mix at Spring Flower Hotel by assessing the hotel’s factors: Product, price, place, promotion, people, process and physical evidence In addition, product and people would be considered as the most important elements deciding the success or failure of the hotel’s marketing mix Then, the author will indicate the achievements and shortcomings that the currnet marketing mix has brought to SFH tế many potential resources such as sightseeings, historical culture to attract not only c Hanoi, which is the capital of Vietnam, is one the most favorable places with ề Đ án Ki nh tế In the last chapter, the author will recommend the overall goals in the future and ố qu Flower Hotel’s marketing mix tế promotion, people, process and physical evidence to enhance and improve Spring c also some solutions for each element of the marketing mix: product, price, place, ề Đ án Ki tế ố qu Along with the rapid increase of the economy’s development, living standards of people also improve and enhance Tourism gradually becomes an indispensable need of a significant part of the population Furthermore, it becomes an important economic industry for potential locals having tourism resources Hanoi, which is the capital of Vietnam, is one the most favorable places with many potential resources such as sightseeings, historical culture to attract not only domestic tourists but also foreign ones Thanks to these strengths, in recent years, Hanoi has made great progress The hotel and restaurant systems are increasing constantly in their scale and quality of service Therefore, the revenue derived from the business also increases remarkably On one hand, this benefit brings development opportunities for tourism businesses; but on the other hand, it has made the market competition in the supply of products, traveling services become more aggressive Spring Flower Hotel is located on the center of the Old Quarter (the heart of Hanoi) with 27 rooms and complete service support system accompanied For many years, Spring Flower Hotel is proud to be considered as a truly reliable destination, offering high quality of accommodation services for luxury travelers all over the world to Hanoi However, this hotel always has to face the factors threatening its business: the number of tourists to Hanoi fluctuates wildly, highly seasonal tourism, length of stay of tourists in Hanoi is too short compared to other provinces Meanwhile, the competition becomes more and more intensive as many premium hotel projects have been invested and put into operation in recent times having the same or better quality of infrastructure and competitive rate such as MK Boutique Hotel, Hanoi Angel Palace Hotel, Essence Palace Hotel,… The marketing mix is a critical component in the development of marketing plans and strategies for hotel business The marketing mix encompasses all of the elements impacting an organization’s ability to successfully take its product and services to market which are product, price, place, promotion, people, process and tế 1.1 Rationale: c Introduction nh CHAPTER ề Đ án Ki nh tế serving more Vietnamese traditional dishes Furthermore, the restaurant will ố qu ceremonies, conferences,… This additional service would be an effective advertising method for the restaurant and the hotel’s image Expanding the relationship with potential business partners which is based on mutual benefits Promoting business contracts with travel companies and largest travel agencies in Vietnam and abroad Increasing advertising activities on a large scale through highly effective advertising medias such as newspapers, travel adviced brochures, or participating in the international tourism fairs Developing the human resource by increasing salary for current skillful staff and employing more staff who are trained regularly 4.2 Solutions to improve marketing mix for SFH 4.2.1 Product Foreign tourists are the main guests of the hotel requiring the high quality of service which means that even small changes in the product’s quality could have a huge impact to their satisfaction The hotel has to develop a wide range of products which must be included types of rooms, accommodation facilities such as telephone, fax, internet, desks, and additional products In terms of residential products, these amenities inside such as towels, bed sheets, refrigerator, doorway, the equipments in the room, and especially the bathroom area must be inspected continuously The housekeeping staff has to usually check the expired date of drinks in the minibar, shampoo, toothbrush,…This activity is trivial but it influences hugely to customers’ valuation about the general quality of the hotel Furthermore, there should be a plan to maintain or replace old equipments as quickly as possible to not to disturb the guests’ staying With respect to food and beverage service, there should be more staff employed for the kitchen and restaurant are who can speak English frequently and are trained through professional restaurant service courses In addition, the hotel has to research about the customer’s needs of food, thereby improving current dishes 64 tế vegetarians,…) In addition, the hotel also aims to special meals for events, c introduce more choices of menus to different customer targets (Chinese, Muslims, ề Đ án Ki nh tế and creating more particular dishes, establishing a wide varieties of food for ố qu Vietnamese food, foreign food,… In relation to additional services, the management board should invest more money to improve the current quality of spa and beauty center, aim to construct a gym department in the near future so that the hotel can satisfy the customers’ diverse demands Furthermore, there should be more trees and work of arts constructed inside the hotel to create a comfortable atmosphere which can impress remarkably to guests Regarding to the staff performance, even though this field is considered as the strongest point to attract customers to stay at the hotel at the moment, the hotel still need to renovate and reinforce the staff’s quality by employing more workers who can speak other languages such as Chinese, dismissing or punishing poor employees, rewarding excellent ones monthly so that they can enhance the work’s efficiency Not only the receptionists but also other staff such as housekeeping, waiters, chef are required to respond quickly and professionally to customers’ demand In some special circumstances when the customers complain about the quality of service or any problem occurs, the general manager has duty to resolve and explain clearly to them so that they can feel being respectful and making good impression Last but not least, the sales and marketing department has to usually create surveys, researches to main customer targets to adjust product requirements which are suitable different market areas so that it could be more favorable for customers 4.2.2 Price SFH has to form a more scientific and reasonable pricing strategy based on the analysis of the products, the competitive market situation, the location of the property on the market, the target market, the input costs, the occupancy rate, revenue forecast but also to rely on external factors such as seasonality, competitive situation on the market Furthermore, the hotel should have different pricing policies for particular types of special customers such as guests from corporations, 65 tế smoking are and one non-smoking are; different food areas such as Asian food, c different customer targets In the restaurant area, the hotel should separate one ề Đ án Ki nh tế organizations, Government officials,… Though these customer objectives may not ố qu c bring lot of profit, they could be indirect effective advertising methods enhancing tế the hotel’s image more widespread Furthermore, SFH need to proceed special pricing strategy for customers who have long residential time or are familiar guests, guests using many kinds of services of the hotel previously or customers from corporations which could provide a huge amount of guests monthly To these customer targets, the hotel can offer special promotions or rate discount On the other hand, the room price can be higher to walk-in tourists or last-minute bookings Despite the fact that the room rate and the tour rate are fairly higher compared to those of outside competitors, the hotel should not decrease the rate as if the rate is decreased, the service’s quality and profit are also decreased Furthermore, this action can create a fear inside the customers about the low quality of service Instead, the tour operators can offer more attractive additional services such as luxury transportation, professional tour guides, gifts and amenities during the trip which are all free of charges SFH should inform the price directly to the partners which are travel companies, corporations so that they can easily operate tours or rooms for their customers effectively Furthermore, this action can also increase their trust about the hotel’s reputation In conclusion, price determination plays an essential part in marketing mix that the staff taking responsibility for this field has to balance the price based on many factors in the market which not only brings profit for the hotel but also is suitable for customers Therefore, Marketing Department’s staff has to be flexible, proposing different target markets while matching the price and quality of products and services 4.2.3 Place Overall, the distribution policy of the hotel is fairly good SFH has maintained long-lasting relationships with travel agencies such as Hanoi Travel Package, HTC Travel; cruises in Halong, hotel partners in Sapa, Ha Long, Ninh Binh, corporations 66 ề Đ án Ki nh tế and also an significant amount of familiar guests This is a true advantage to attract ố qu the distribution channel and finding new partner sources Especially when the competition between hotels in the Old Quarter is getting more and more intensive, the hotel should strengthen the intrinsic relationships and also find other potential sources At the same time, the hotel also has to increase the number of direct customers to increase sales and actively keep a stable customer source In fact, currently, as travel agencies are aware of the hotels’ dependence about the customer source, they tend to require a low room rate or relatively high commission rate, leading to price pressure In order to be more positive, the management board should not only maintain relationships, but also improve it to be more familiar and closer, based on mutual benefits Once the relationships with the intermediaries become closer, the hotel can minimize the business fluctuation and overcome the seasonality In addition, the sales and marketing department has to improve the booking and payment system via the Internet including through the official hotel website and tourism websites (Agoda, Expedia, Booking.com) This is truly an efficient method selling and promoting products, which is suitable with the general world’s trend and brings the convenience to the customers Therefore, updating the hotel’s information and pictures usually, and also responding professionally and quickly to customers on the Internet, trying to simplify the booking procedure as much as possible are the requirements for the sales and marketing department Last but not least, the hotel should also engage in tourism associations or participate in international fairs By this way, SFH can choose their most effective distribution channels and also promote their product to these potential partners 4.2.4 Promotion On the market, the hotel’s promotion policy aims at two main customer targets which are tourists and intermediaries Each target is required an effective separate promotion method 67 tế However, the board of manager seems to not pay much attention of expanding c customers and advert the hotel’s residential products ề Đ án Ki nh tế While promoting about the products and services to tourists, the hotel should ố qu operated through popular mass media such as the internet, well-known tourism magazines (Vietnam Tourism Magazine, Vietnam Aviation Magazine, Travel ASIA magazine), brochures… On one hand, if the hotel makes promotion to travel agencies or corporations, they should concentrate on introducing the efficiency of tour operation, tour packages, diverse activities that the guests could participate in and especially proposing a clear price list of residential products and services can play an important role to show the hotel’s reliability to these partners The most effective tool for this method is direct marketing which is delivered to partners through mails, conversations, conferences,… Another method is to improve the human resource training, especially the receptionists and sales staff who are communicating with customers everyday In fact, if the hotel can sustain a professional and agile staff who are well-trained with all information and product promotion methods, the product marketing process will become easier and more convenient Furthermore, SFH should invest more money on indirect channels of communication such as sponsoring local cultural festivals, participating in international and domestic tourism fairs or organizing tourism conferences between the hotels and customers To sum up, there should be more money invested in for marketing purposes and also more sales and marketing staff employed so that they can undertake the huge amount of promotion activities These factors are essential for improving the current promotion policy of SFH 4.2.5 People To improve the efficiency of work, the board of director should care more about the staff remuneration policy, create every good condition and comfortable working environment for the employees so that they can work positively and 68 tế enhancing the service’s quality as a guarantee to customers This way should be c priorly introduce about the product’s strong characteristics, concentrating on ề Đ án Ki nh tế comfortably Consequently, the work’s efficiency would be improved and ố qu c accelerated working output would play an important role in a efficient staff remuneration policy The employees will notice that the management board care about them and their work; it also shows that their work’s efficiency is well and is deserved to receive prize Furthermore, the managers should also often ask and care about their staff’s personal life or their feeling during working in the hotel, then create a close relationship with the staff so that they can have a loyal dedicated human resource In addition, the director should also often organize study courses for the staff about studying additional languages such as Chinese, French,… or training courses so that the work’s efficiency would keep improving As the quality of restaurant is a weak point of the hotel currently, the managers should care more about this are There should be more staff employed for this area so that they can undertake the huge amount of work everyday At least, there should be chefs instead of at the moment and all of them had worked in a star standard hotel or restaurant 4.2.6 Process In general, the current process of SFH at the moment is fairly good In fact, all the steps from receiving reservations to check-out procedure are praised by customers The management board should maintain and improve it so that the guests would always choose SFH as the destination to stay in Hanoi There should be more skillful staff employed for the Customer Care Service Department which is being responsible by just one staff By doing this, the hotel can reduce waiting time for their guests, serve them more carefully and quickly 4.2.7 Physical evidence SFH should propose some below solutions to improve the physical evidence; hence, creating great impresses with customers and enhancing work’s efficiency: 69 tế A rational salary rate, which is periodically increased depended on the staff’s ề Đ án Ki nh The rooms should be equipped more modern facilities such as computer with tế - ố qu - The lobby and restaurant area should be decorated in special occasions such as Christmas Day, New Year Eve, Tet holiday which can create good impresses in customers’ eyes - Upgrading or repairing the key card in the room, which creates safety and convenience for customers - Expanding the restaurant area with more choices of meal such as lunch, dinner instead of having only breakfast currently Moreover, the customers can book breakfast served in the room as it is necessary - There should be other areas established such as spa, gym, swimming pool so that the hotel can provide to their guests a most perfect holiday 70 tế which is still missed at the moment c free internet access, bar, lights and necessary implements such as bathrobe ề Đ án Ki nh tế ố qu CONCLUSION business can survive, grow and stand firm in the marketplace Noting the importance of marketing mix, Spring Flower Hotel has promoted efforts to develop its market Many achievements have been made as the result of constantly striving work of all staff as well as responsive management policies However, SFH is still facing many threats and shortcomings due to there is no clear marketing mix and the lack of human resource In this research, the author has tried to research about the hotel’s operation, its SWOT, current marketing mix, achievements and shortcomings to get the most evident review about the hotel, then proposing solutions and recommendations The status of the hotel marketing mix is analyzed in terms of factors which are product, price, place and promotion The author decided that there should be more continual improvement in the product, quality of service and staff performance It also should pay attention to create a flexible price policy to different customer targets Distribution channel need to expand by establishing representative offices and activities Promotion activities requires more money and human resource In addition, the hotel should create a rational staff remuneration with period salary increase and comfortable working environment, organize additional courses There should be a functional department which is in charge of taking care the serving process to customers Finally, the hotel can upgrade their facilities and amenities, open more entertainment areas as well to attract customers With a hope that, the findings and recommendations which author gave in this thesis will help Spring Flower Hotel resolving current problems, enhancing their marketing mix and then strengthen all elements, leading the hotel to be successful in the near future 71 tế market demand, the enterprise itself as well as the competitors Only by doing so, a c Success in business is not achieved easily It requires a correct perception of ề Đ án Ki nh ố qu c VIETNAMESE tế REFERENCES tế PGS TS Nguyễn Văn Mạnh & TS Nguyễn Đình Hịa (chủ biên)(2011), Giáo trình Marketing Du Lịch, Nhà xuất Đại học Kinh tế Quốc dân Lưu Văn Nghiêm (2001), Marketing kinh doanh dịch vụ, NXB Thống kê Hà Nội ENGLISH Cannon, Joseph P., Perrault, William D., Jr and McCarthy, E Jerome (2008) Basic Marketing: A Global Managerial Approach New York: McGraw-Hill Philip Kotler & Kevin Lane Keller (2011), Marketing Management 14th edition, Northwestern University & Darthmouth College Philip Kotler, Principles of Marketing, Edition WEBSITE http://www.springflowerhotel.com/ http://www.agoda.com/spring-flower-hotel/hotel/hanoi-vn.html?cid=1&type=2&urltogo=/spring-flower-hotel/hotel/hanoi-vn.html&cklg=1 http://www.tripadvisor.com/Hotel_Review-g293924-d4997673-ReviewsSpring_Flower_Hotel_Hanoi-Hanoi.html http://analysisproject.blogspot.com/2013/11/meaning-and-components-ofmarketing-mix.html http://marketingmix.co.uk 72 ề Đ án Ki nh tế APPENDIX ố qu c Appendix tế SURVEY FORM RESEARCH ABOUT THE CUSTOMER’S OPINION TO SPRING FLOWER HOTEL Hi, my name is Vu Ngoc Minh Dong This survey is designed to conduct the opinion of current customers and also tourists about the elements of Spring Flower Hotel’s marketing mix Your valued answers would be highly appreciated and help us improving and completing the quality of products and services of the hotel Sincerely thanks to you Name:………………………………………………………………………………… Nationality:…………………………………………………………………………… Gender:  Male  Female PRODUCT Which services have you used in the hotel? (may choose more than answer)  Residential product  Breakfast  Tour  Others Please rate your experience using the hotel’s products from (Poor) to (Outstanding) Room Breakfast Tour Others Are you satisfied with the products and services provided by the hotel?  Very unsatisfied  Unsatisfied  Neutral ề Đ án Ki nh tế  Satisfied ố qu c  Very satisfied tế PRICE What is your opinion about the price of Spring Flower Hotel’s service? Very cheap Cheap Reasonable Expensive Very Expensive Room Breakfast Tour Are you satisfied with the price proposed by the hotel?  Very unsatisfied  Unsatisfied  Neutral  Satisfied  Very satisfied PLACE How you usually book a reservation?  By yourself (directly to the hotel)  Travel companies  Travel websites  Others (please specify:…………………………………………………………) Are you satisfied with the booking reservation system of the hotel?  Very unsatisfied  Unsatisfied  Neutral  Satisfied  Very satisfied ề Đ án Ki nh tế Please rate your experience of these below factors when book a reservation ố qu Quick booking procedure Useful information Lively pictures PROMOTION Through which channels you know about Spring Flower Hotel?  Hotel’s website  Travel websites  Friends/Relatives  Newspapers/Magazines  Travel companies  Corporations  Others (please specify:……………………………………………………) 10 Do you know about the hotel’s promotions?  Yes  No (leave out next question) 11 Do you find the promotions attractive and rational?  Yes  No PEOPLE 12 Are you satisfied with the staff’s service?  Very unsatisfied  Unsatisfied  Neutral  Satisfied  Very satisfied 13 Please rate your experience with the hotel’s staff depended on these criterias from (Poor) to (Outstanding) Agility Honesty Well-dressed Knowledge Solving problem PROCESS tế c from (Poor) to (Outstanding) ề Đ án Ki nh Neutral Satisfied Very tế unsatisfied Satisfied Reservation Check-in procedure Staying time Check-out procedure PHYSICAL EVIDENCE 15 Please rate your experience about the hotel’s facilities from (Poor) to (Outstanding) c Unsatisfied ố qu Very tế 14 What is your opinion about each step of the hotel’s process? Room Restaurant Transportation If you have any recommendation to improve the hotel, please write down there: ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………… Thank you once again for completing the survey! ề Đ án Ki nh tế Appendix ố qu Could you give me some information about Spring Flower Hotel, its history and operation activity? How the marketing mix is applied for Spring Flower Hotel currently? Could you please tell me more about elements of marketing mix for the hotel which are product, price, place, promotion, people, process, physical evidence? What are the achievements of the hotel so far after doing marketing mix? Are there any shortcomings during the time marketing mix is applied for SFH? If have how did the board of director resolve the problems? What are the hotel’s objectives the coming period (2016-2020)? What does the hotel plan to to improve the current marketing mix next years? tế GENERAL MANAGER IN SFH c GUIDELINES FOR IN-DEPTH INTERVIEW WITH THE ề Đ án Ki nh tế Cộng hòa xã hội chủ nghĩa Việt Nam ố qu c Độc lập- Tự do- hạnh phúc tế *** XÁC NHẬN CỦA GIÁO VIÊN HƯỚNG DẪN Kính gửi: Viện Quản trị Kinh doanh, Đại học KTQD Họ tên GVHD:………………………………………………………………… Đơn vị công tác: ………………………………………………………………… Xác nhận: Sinh viên:………………………………………………………………………… Lớp:……………………………………………………………………………… Đã thực tập tốt nghiệp thời gian từ:…………………đến………… Về tinh thần, ý thức, thái độ:…………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… Về trình độ, lực học tập nghiên cứu:………………………………… ……………………………………………………………………………………… …………………………………………………………………………………… Hà Nội, ngày, ….tháng,……năm 2016 Giáo viên hướng dẫn (Họ tên, chữ ký)