Trang 1 TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION DEPARTMENT OF TOURISM FINAL REPORT HOUSEKEEPING MANAGEMENT TOPIC: ANALYZING CURRENT STATUS OF ACTIVITIES TO MOTIVATE H
OVERVIEW OF HOTEL
ANALYZING CURRENT STATUS OF THE HOUSEKEEPING DEPARTMENT'S OPERATIONAL ACTIVITIES, PROCEDURE IN PULLMAN
Overview of Housekeeping department
+ Operational activities in HK department (0.5)
Analyzing current status of activities to motivate housekeeping employees in
motivate HK employees in hotel (3.0)
2.2.2 Activities of HK to motivativate employees (2.0)
EVALUATION & RECOMMENDATION
Evaluation
Marks: (rounded to 1 decimal digits
1.1 History of establishment and development 10
1.1.1 Pullman Saigon’s history of establishment 10
1.1.2 Pullman Saigon’s history of development 11
CHAPTER 2: ANALYZING CURRENT STATUS OF THE HOUSEKEEPING DEPARTMENT'S OPERATIONAL ACTIVITIES, PROCEDURE IN PULLMAN
2.1.4 Operational activities in Housekeeping department 21
2.2 Analyzing current status of activities to motivate housekeeping employees in
2.2.2 Activities of HK to motivativate employees 30
Image 2: Pullman Saigon Centre’s Logo
Image 3: Achievements of Pullman Saigon Center hotel Image 4: The Pullman Saigon Center hotel's space Image 5: The reception hall
Image 6: Mad Cow Wine & Grill
Image 13: Deluxe Room 1 King Bed
Image 14: Deluxe Room 2 Single Beds
Image 15: Executive Room 1 King Bed
Image 16: Executive Suite 1 King Bed
Image 17: Executive Suite 2 Single Beds
Image 27: Housekeeping Organizational chart Image 28: Uniform of Houeskeeping department
Management Đại học Tôn Đức…
Tổng quan về OPPO 2 - Tổng quan về OPPO 2
Professional Internship Report Lobby Lounge…
Image 29: Maslow’s hierarchy of needs
Image 31: Herzberg's Motivator - Hygiene theory
Image 32: McClelland's Academic Needs Doctrine
Image 33: Pullman hotels worldwide on the website Glassdoor
During the integration period, organizations, particularly in the accommodation and services sector, are increasingly recognizing the significance of the human factor alongside traditional financial and material inputs This shift has intensified competition not only in service and product quality but also in the development and management of human resources, making it a crucial element of their growth strategies.
In recent years, job hopping has become a significant challenge, particularly among Gen Z, who are eager for new job experiences A December 2021 Anphabe human resource survey revealed that 58% of individuals in Vietnam were actively seeking new employment By the first quarter of 2022, job searches reached their highest levels in three years, with a notable increase in LinkedIn profiles displaying the "Open to Work" status This trend poses difficulties for businesses in retaining loyal employees, ultimately impacting corporate culture and increasing operational costs.
The tourism, restaurant, and hotel industry has experienced significant growth in our country recently; however, it faces a critical shortage of skilled human resources, particularly in 4-star and 5-star hotels This situation presents a challenge for directors and managers, who must focus on strategies to attract, retain, and develop their workforce to establish a sustainable competitive advantage for their establishments.
We selected this topic to explore the motivations behind employee retention and the recruitment of young talent in the hospitality industry Our goal is to gain a deeper understanding of employee behavior and needs, ultimately facilitating meaningful changes and enhancements that address their requirements.
CHAPTER 1: OVERVIEW OF HOTEL 1.1 History of establishment and development
1.1.1 Pullman Saigon’s history of establishment
Accor Hotels, a renowned French hotel group headquartered in the Immeuble Odyssey in Paris's 13th district, was founded in 1967 by visionaries Paul Dubrule and Gérard Pélisson These two friends left their jobs in the computer industry to embark on a creative and daring journey, gradually establishing the Accor brand as a leader in the hospitality sector.
In 1967, Paul Dubrule and Gérard Pélisson established SIEH, marking the inception of Novotel, the first hotel management and investment company, with its inaugural hotel opening in Lille, France.
In 1980, the company SIEH completed the acquisition of the Sofitel hotel chain with
In 1983, Novotel SIEH merged with Jacques Borel International and took the name
"Accor group" with Accor which means combination in French Also in 1983, Accor Group also listed on the stock exchange in France for the first time
As of 2022, Accor Group boasts over 50 years of experience, operating 5,100 hotels across 110 countries with a workforce of 260,000 employees The group is renowned for its diverse portfolio of prestigious hotel brands, including Sofitel Legend, Raffles Hotel & Resort, M Gallery, Pullman, and Novotel, alongside its budget-friendly Ibis system.
The Accor Group boasts the largest portfolio of luxury and mid-range hotels in Paris and throughout France With over 50 years of experience, Accor is dedicated to providing customers and partners with exceptional service, reflecting its commitment to excellence in the hospitality industry.
The Pullman Hotels and Resorts brand, founded by railroad manufacturer George Pullman in 19th century Chicago, underwent significant changes after being acquired by Accor Corporation in June 1990 Following the acquisition, the original Pullman Hotel was rebranded as a Sofitel Hotel in 1991, leading to the complete phase-out of the Pullman brand from the hotel market by 1993 However, in 2007, Accor Group successfully revived the Pullman Hotel brand, focusing on catering to customers and business travelers globally.
Address: 148 Tran Hung Dao Boulevard, District 1, Ho Chi Minh City, Vietnam Phone: +84 (0)28 3838 8686 - FAX: +84 (0)28 3838 8627
Website: https://www.pullman-saigon-centre.com/
In 2014, Vietnam saw the emergence of several five-star hotels, highlighted by the establishment of Hotel Pullman Saigon Center by the Accor Group This luxury hotel was designed to attract high-end clientele and compete with major players in the hospitality sector.
On January 8, 2014, Pullman Saigon Center Hotel was officially inaugurated in District
The Pullman Saigon Center, located in Ho Chi Minh City, is the first Pullman hotel in the city and the third in Vietnam, developed by Saigontourist Travel and Tourism Corporation and Homeland Liberty Group This modern hotel features three basements and 30 floors, offering a total of 306 rooms While the Pullman brand is headquartered in France, Accor has strategically appointed top management from various countries, including France, to align with their international standards However, the majority of the staff comprises local workers from different regions across Vietnam, contributing to the hotel’s commitment to local employment.
1.1.2 Pullman Saigon’s history of development
At Pullman Saigon Center Hotel, almost all lecturers from Accor Group guide and train in international format from departments such as Human Resources Department, Food
& Beverage or Front Office departments, training activities and development always spend more time on training new employees
The hotel's image significantly influences customers' perceptions of service quality, with staff attitude playing a crucial role in enhancing this image Over the years, Pullman Hotel in Vietnam has garnered numerous prestigious awards, underscoring its commitment to exceptional service.
Some achievements of Pullman Saigon Center hotel such as Vietnam Tourism Award
In 2017, the hotel was recognized among the Top 10 5-star hotels in Vietnam, and it received prestigious accolades at the 2020 Haute Grandeur Global Excellence Awards, including Best Rooftop View Hotel globally, Best Business Hotel in Vietnam, and Best Hotel Service in Vietnam.
Pullman Saigon Centre Hotel has chosen a very special location in Ho Chi Minh City
Located in District 1, Pullman Hotel features 306 elegantly designed rooms that offer a soothing atmosphere for guests seeking comfort and relaxation In addition to its inviting accommodations, the hotel provides convenient amenities, including an all-day dining restaurant and a bar with stunning panoramic views of the city center.
At Pullman Saigon Center, guests can enjoy complimentary WiFi throughout the hotel, along with a swimming pool, fitness center, and spa The high-tech meeting room accommodates up to 500 guests, making it the perfect choice for both leisure and business travelers looking to experience the vibrant energy of the city.
Recommendation
At Pullman Saigon Hotel, while the assessment of the working environment yields a commendable average score, management should remain proactive in enhancing this environment By continually improving the quality of the workplace, they can foster motivation among employees, ensuring that staff feel a sense of belonging and comfort, akin to working in their own "home."
Pullman Saigon Hotel has made significant strides in enhancing the working environment for its housekeeping staff However, to further optimize this environment and boost employee motivation, we recommend implementing additional improvements.
The pantry room is a vital component of the working environment at Pullman Saigon Hotel, serving as the area where employees receive essential tools and equipment before beginning their duties This space is fully equipped with necessary items such as trolleys, various types of towels, amenities, and vacuum cleaners To enhance the working conditions for the housekeeping staff, it is crucial to maintain a clean and well-ventilated pantry room, fostering a comfortable atmosphere Additionally, providing modern facilities, including high-tech vacuum cleaners and health-friendly cleaning chemicals, is essential for improving efficiency and ensuring employee well-being The primary goal of the pantry room is to facilitate a more convenient and expedited work process for staff.
In light of the recent COVID-19 outbreak, Pullman Saigon Hotel must prioritize employee health and safety by supplying each pantry with essential items like masks, hand sanitizer, and alcohol spray every two weeks Additionally, the hotel should be prepared to provide COVID-19 test kits for employees exhibiting symptoms, ensuring a pathogen-free workplace and minimizing the risk of cross-contamination.
Pullman hotels should implement strict dust control measures in employee workspaces by utilizing advanced automatic dust-cleaning technology Key areas requiring special attention include staff meeting rooms, pantries, and living rooms, as these are frequented daily by housekeeping staff This initiative aims to optimize cleanliness and enhance the overall working environment for employees.
Good benefits and benefits from Pullman Saigon
Employees at Pullman Saigon Hotel not only receive benefits in line with legal standards but also enjoy exclusive privileges that enhance their motivation and loyalty These unique perks set the hotel apart from others, fostering a sense of dedication among staff While these advantages contribute to an improved quality of life for employees, the key to long-term job satisfaction lies in continuous motivation and engagement Therefore, it is essential for the hotel to focus on enhancing employee benefits to ensure a committed and fulfilled workforce.
Firstly, the peculiarity of housekeeping staff is that they work with cleaning chemicals a lot, so ensuring the health of employees is an extremely important job that the Housekeeping
40 department must focus on The Housekeeping department must build and plan for employees to have monthly health checks to ensure the best health for employees
A well-defined promotion roadmap is essential for employees, as it creates opportunities for early advancement and enhances retention By fostering trust between employees and both departmental and senior leadership, organizations can motivate employees to fully commit to their roles, ultimately benefiting the entire workplace.
Employees who demonstrate a strong work ethic and make significant contributions throughout the month or year will receive special privileges, including opportunities to dine with leadership and share their insights Those with exceptional achievements within their department will also qualify for domestic or international travel rewards These initiatives aim to enhance employee motivation, foster active participation in the workplace, and promote a culture of competition and growth.
Pullman Saigon Hotel is renowned in the hospitality industry for creating a rewarding and motivating environment that feels like a "home" for its employees The hotel offers unique privileges tailored to individual efforts, recognizing outstanding performance through thoughtful rewards such as monthly or yearly honors While Pullman Saigon Hotel has successfully implemented these motivational strategies, there is potential to explore additional employee incentives to further enhance motivation and satisfaction.
To effectively fulfill their responsibilities, employees must invest time and resources in enhancing their skills In response, the Housekeeping department at Pullman Saigon Hotel will implement a supportive training policy, which includes covering costs for hotel or school tuition, organizing open classes, developing curricula, and hiring qualified instructors Employees will only need to allocate time for their studies, as all associated expenses will be fully covered by the hotel.
To enhance staff retention and stabilize skilled personnel at Pullman Saigon Hotel, it is essential to implement a bonus system based on employee seniority, with milestones set at 5, 10, and 15 years This approach not only increases income through bonuses but also plays a crucial role in evaluating and promoting staff to senior management positions By recognizing and rewarding long-term commitment, the hotel fosters a motivated workforce that is dedicated to their roles, ensuring a positive and productive work environment.
For female employees, maternity benefits are legally defined, yet challenges persist as they balance roles as wives, mothers, and professionals The hotel environment often serves as their "second home." To alleviate concerns about childcare while working, Pullman Saigon Hotel could establish a complimentary nursery on-site, equipped with comprehensive facilities and preschool programs, enabling employees to focus on their work with peace of mind.
Professional and friendly working environment
The Housekeeping department at Pullman Saigon Hotel fosters a professional and friendly work environment, recognizing its role as the "heart" of the hotel Creating a comfortable and ideal workplace is crucial for employee satisfaction, as it alleviates pressure and enhances interactions with guests, ultimately contributing to a positive experience for both staff and customers.
To enhance the professionalism and friendliness of the Pullman Saigon hotel's housekeeping department, we will offer essential resources and support aimed at fostering a positive work environment.
The Housekeeping department should foster strong relationships among its members, emphasizing leadership connections with employees Reducing the gap between leaders and staff enhances communication and workflow efficiency Effective leaders understand employee needs, while dedicated employees strive towards shared departmental goals A closer leader-subordinate relationship leads to improved work quality, ensuring employees feel connected within their team Additionally, cultivating strong employee-to-employee relationships is vital, relying on open communication and a strong team spirit When these bonds are established, employees unite, support each other, and are motivated to achieve their best work.
Image 2: Pullman Saigon Centre’s Logo
Image 4: The Pullman Saigon Center hotel's space
Image 5: The reception hall Image 6: Mad Cow Wine & Grill
Image 7: Food Connexion Image 8: Urbane Lounge
Image 9 : Pool Bar Image 10: Rooftop Bar
Image 11: Superior 1 King Bed Image 12: Superior 2 Single Beds
Image 13: Deluxe Room 1 King Bed Image 14: Deluxe Room 2 Single Beds
Image 15: Executive Room 1 King Bed
Image 16: Executive Suite 1 King Bed
Image 17: Executive Suite 2 Single Beds
Image 19: President Suite Image 20: Ballroom
Image 21: Meeting room Image 22: Board room
Image 23: Swimming pool Image 24: Spa
Image 28: Uniform of Houeskeeping department
Image 29: Maslow’s hierarchy of needs
Image 33: Pullman hotels worldwide on the website Glassdoor