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
TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION DEPARTMENT OF TOURISM FINAL REPORT HOUSEKEEPING MANAGEMENT TOPIC: ANALYZING CURRENT STATUS OF ACTIVITIES TO MOTIVATE HOUSEKEEPING EMPLOYEES IN PULLMAN SAIGON CENTRE LECTURE: GROUP: STUDENT’S NAME: Ms ĐỖ NGỌC QUỲNH Nguyen Quynh Nhu 719H1017 Nguyen Tan Dat 719H0957 Tran Quang Dat 719H0958 Le Tan Hoang Phong 719H1020 Le Ma Nhat Hong 719H0980 HO CHI MINH CITY, APRIL 2023 EVALUATION FORM No Full member Student ID Nguyen Quynh Nhu 719H1017 Nguyen Tan Dat Completed tasks - Word synthesis - Completing chapters - Research part 1.1, 2.1.3, 719H0957 3.2 Evaluation completed (%) 100% 100% - Completing Introduction Le Ma Nhat Hong Tran Quang Dat 719H0980 - Research part 1.2, 3.1, 2.1.4 - Research part 1.3, 2.1.4, 719H0958 2.2.2 100% 100% - Completing Conclusion Le Tan Hoang Phong 719H1020 - Research part 2.1.1, 2.1.2, 2.2.1 100% TON DUC THANG UNIVERSITY FACULITY OF BUSINESS ADMINISTRATION *************** FINAL REPORT EVALUATION FORM HOUSEKEEPING MANAGEMENT ACADEMIC YEAR 2022-2023 GENERAL INFORMATION: Title of final report: Analyzing current status of activities to motivate housekeeping employees in Pullman Saigon Centre Group of student: EVALUATION No Format (Structure and design) Content Criteria + As regulated by the guidance (font, page, number, table of contents, tables, graphs,…) + No spelling and typing mistakes; No reference mistakes; Clear wording not ambiguous Introduction (0.5) Points 0.5 Overview about Human resources situation in HK (0.25) The reason for choosing this topic (0.25) Chapter1: Overview of Hotel (1.5) 1.1 History of establishment and development (0.5) 1.2 Field of business (0.5) 1.3 Hotel’s organizational chart (0.5) Chapter 2: Analyzing current status of the housekeeping department's operational activities, procedure in a hotel (3.0) 2.1 Overview of Housekeeping department (1.0) + Overview, Role & Responsiilities (0.25) + HK organization chart (0.25) + Operational activities in HK department (0.5) Mark 2.2 Analyzing current status of activities to motivate HK employees in hotel (3.0) 2.2.1 Motivation Theory (1.0) 2.2.2 Activities of HK to motivativate employees (2.0) Chapter 3: Evaluation & Recommendation 3.1 Evaluation (Advantages & Disavantages) (1.0) 3.2 Recommedation (2.0) 3.5 Conclusion (0.5) Total 10 Marks: (rounded to decimal digits Day… Month… ,2022 Supervisor INDEX INDEX .5 LIST OF IMAGE LIST OF TABLE INTRODUCTION CHAPTER 1: OVERVIEW OF HOTEL 10 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 1.2 Field of business 12 1.2.1 Accommodation 12 1.2.2 Restaurant & Bar 14 1.2.3 Meeting 15 1.2.4 Spa & Fitness 15 1.3 Hotel's organizational chart .15 CHAPTER 2: ANALYZING CURRENT STATUS OF THE HOUSEKEEPING DEPARTMENT'S OPERATIONAL ACTIVITIES, PROCEDURE IN PULLMAN SAIGON HOTEL 18 2.1 Overview of Housekeeping department 18 2.1.1 Overview 18 2.1.2 Role & Responsibilities 18 2.1.3 Housekeeping organization chart .19 2.1.4 Operational activities in Housekeeping department 21 2.2 Analyzing current status of activities to motivate housekeeping employees in Pullman Saigon Hotel .27 2.2.1 Motivation Theory 27 2.2.2 Activities of HK to motivativate employees .30 CHAPTER 3: EVALUATION & RECOMMENDATION 35 3.1 Evaluation 35 3.2 Recommendation .38 CONCLUSION .46 REFERENCES .47 APPENDIX 50 APPENDIX 56 LIST OF IMAGE Image 1: Accor’s Logo 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 7: Food Connexion Image 8: Urbane Lounge Image 9: Pool Bar Image 10: Rooftop Bar Image 11: Superior King Bed Image 12: Superior Single Beds Image 13: Deluxe Room King Bed Image 14: Deluxe Room Single Beds Image 15: Executive Room King Bed Image 16: Executive Suite King Bed Image 17: Executive Suite Single Beds Image 18: Pullman Signature Suite Image 19: President Suite Image 20: Ballroom Image 21: Meeting room Image 22: Board room Image 23: Swimming pool Image 24: Spa Image 25: Fit Lounge Image 26: Hotel’s Organizatinal chart Image 27: Housekeeping Organizational chart Image 28: Uniform of Houeskeeping department Document continues below Discover more from: Housekeeping Management 705068 Đại học Tôn Đức… 5 documents Go to course Case - Case study 2: Exercise Housekeeping Management 100% (1) Tổng quan OPPO Tổng quan OPPO Housekeeping Management None Process test case study Housekeeping Management None Novotel process - thực tập Housekeeping Management None Professional Internship 45 Report Lobby Lounge… Tổng quan du lịch 100% (2) Writing UNIT - Image 29: Maslow’s hierarchy of needs Image 30: Alderfer's ERG Doctrine Image 31: Herzberg's Motivator - Hygiene theory Image 32: McClelland's Academic Needs Doctrine Image 33: Pullman hotels worldwide on the website Glassdoor ENGLISH Thực hành chuyên môn 100% (1) LIST OF TABLE Table 1: Room status terms Table 2: Housekeeping operations terms INTRODUCTION In this integration period, in addition to the two input factors that managers always focus on developing, which are financial and material factors, the human factor is also an important issue in the development strategy of organizations, especially those dealing in accommodation and services That has led to increased competition in business activities, competition on service quality, product quality and especially competition on human factors In recent years, the phenomenon of job hopping is extremely painful The audience is mainly young people of Gen Z – they are looking for a new job experience According to an Anphabe human resource survey in December 2021, the rate of finding new jobs in Vietnam is up to 58% After the first quarter of 2022, the number of new job searches was the highest in the past three years According to LinkedIn, the message "Open to Work" on personal profiles has increased rapidly this year With this problem, businesses will find it more difficult to find a new loyal employee Above all, businesses will be greatly affected in corporate culture as well as operating costs The Tourism - Restaurant - Hotel industry is one of the strongly developing industries in our country in recent years, but the current situation is the shortage of human resources in the industry, especially at 4-star and 5-star hotels Therefore, the challenge for the Board of Directors and managers is how to create and maintain existing human resources, thereby creating a sustainable competitive position for their hotel This is why we chose this topic, with the desire to study the motivations that contribute to employee retention as well as recruiting potential young employees in the future Above all, better understand the behavior and real needs of employees in the hospitality industry, thereby contributing to changes and improvements to meet the needs of employees This is extremely important for all other business areas, not only the Hospitality industry At the Housekeeping department of Pullman Saigon hotel, the senior management always encourages their employees to share and express their ideas to improve the service quality of the hotel Specifically, the housekeeping staff are almost the people who are in direct contact with the guest room, so the hotel provides the opportunity for employees to share their working process or the opinions that employees want to express, which makes employees feel more respected when they have given their best at the department Although Pullman Saigon's management always encourages their employees to share and express their opinions, not all employees are able to speak up, they may feel that they are very "small" at the hotel, so they will not dare to step out of their comfort zone and say what they want to share Therefore, we hope that Pullman Saigon Hotel can consider and consider the actions that we will mention below so that we can help employees have a voice If the Pullman Saigon hotel cannot encourage employees to express their opinions directly, the hotel can help them voice their voices indirectly Pullman Saigon hotel should promote the departments to build mailboxes in the departments for employees, if they have a problem that cannot be said, they can change it from oral to written and then they will quit the what they write in the department mailbox This not only makes employees more comfortable during work, but also reduces the stress of writing down what they want to share In addition, Pullman hotels should also plan to organize meetings or human resources meetings after work, encourage employees to attend, create conditions and opportunities for employees to speak up about their work history, talk about what they have contributed to the hotel, … thereby making employees feel that they are heard and respected in the place where they are working Acknowledge the strengths of staff Pullman Saigon Hotel in general, the Housekeeping department in particular, they have been very subtle in recognizing and caring about the dedication of their employees, they always give praise to the excellent employees at the department department as well as creating opportunities for employees to make full use of their professional knowledge and skills, enabling them to achieve the career goals they desire in the future With regard to employee recognition of strengths, Pullman Saigon hotel has done a great job and here we would like to provide the hotel with more relevant information on motivating their employees through recognition employee strengths Employees who understand their strengths and weaknesses can learn from their mistakes and improve their professional skills to become experts in their field These employees can make great leaders who can nurture generations to come to form an exceptional workforce Senior leaders in the Housekeeping department, must recognize the employees who have leadership qualities, because these are the people who can make an impact on their colleagues in the department The department head not only creates opportunities for these 42 employees to help work or empower, but also allows them to develop their leadership ability in the department, because employees have good leadership skills will inspire others, has a vision, can strategize for the department These employees are willing to learn, agile, collaborate well and embrace change for the greater good In addition, employees must be recognized for their readiness, show employees that their dedication is valuable, let them get back what is right for their efforts and let them feel that they are respected from senior leaders, thereby making employees ready to work and always give their best for the tasks assigned by the management Because, responsible employees can find their flaws and are willing to relearn the skills needed to complete any task They are aware of their imperfections, which makes them eager to learn and develop themselves Resilience and patience are a strong point of staff, Pullman Saigon hotel needs to consider and evaluate them appropriately When employees persevere in completing their tasks, they will never disappoint the manager's expectations Instead, they perform better and surpass themselves It defines their determination and never-give-up attitude, which plays an important role in achieving the hotel's long - term goals Patience and resilience are traits that come with time and practice Once they discover new opportunities, they will face new challenges It makes them experienced, and they can tackle any obstacle with a calm and clear mind Managers and supervisors understand and are willing to help employees in their work A huge motivation for employees at Housekpeeping itself can be a place where they can make long - term efforts, that is, senior leaders Senior leaders always ensure their understanding, ensure the readiness to help, for all employees, with the desire to give employees a place to call "home", this bring employees closeness and comfort when working at the department, so the working process will be enhanced and work efficiency will also increase We hope from the following recommendations, it can make employees more confident in the Housekeeping department, create better opportunities to work with senior leaders, and at the same time connect closely with the relationship relationship between leaders and employees Smooth two-way communication between leaders and employees is the best way for business leaders to build trust and win hearts of employees Senior leaders must always listen sincerely, openly and encourage employees to work diligently as well as boldly propose innovative ideas is a good experience that has been drawn up by many eminent leaders In addition, interaction and exchange is a very necessary issue in the working department so that the atmosphere here is not boring and uncomfortable Therefore, each person needs to create for themselves an openness and integration to be closer and more sociable with people, especially leaders who must not create distance from their own employees Always understanding employees and showing their sympathy to employees, 43 helping employees, creating a connection that is no longer a "master and servant" relationship but a co - worker relationship In addition, discussions should be opened and everyone is encouraged to participate, share personal views and perspectives to achieve work efficiency For leaders and superiors, they need to listen, consider the opinions of employees, receive and adjust accordingly to find the right direction Update and provide Useful Equipment and Technology One of the key factors that can help motivate employees to work is updating and providing useful equipment and technology At Pullman Saigon Hotel, they are always changing as well as providing their employees with modern tools and equipment for their employees that can maximize work productivity and help reduce manual labor for its employees With the 4.0 technology era, Pullman hotel also provides the workplace for employees with modern technology equipment, helping employees to work better and be more productive To help staff at Pullman Saigon hotel to create a modern office for their employees, the hotel can consider implementing our recommendations on updating and provide useful equipment and technology For the Housekeeping department, especially manual labor is the majority, it is not possible to use machines to replace human labor to clean the living room, and to let employees feel more interesting in the office In their daily work, the Housekeeping department must prepare and provide modern room-making tools for employees such as: modern noise - free vacuum cleaners, modern bathroom tools, etc In addition, instead of the traditional daily work report that is written on paper, the department should prepare employees with a modern database integrated on their mobile device, This reduces the time of traditional handwriting, but also helps employees enjoy the new form of report writing, increasing labor productivity for the Housekeeping department Cross training Cross - training is one of the best ways to promote employee performance in almost all industries today, especially in the restaurant and hotel business At Pullmman Saigon Hotel, cross - training for employees is always organized such as opening professional training courses/classes for housekeeping staff In order to motivate employees to work at their highest efficiency in the Housekeeping department, here are a few recommendations that can help Pullman Saigon Hotel get useful information in cross - training for employees Pullman Saigon Hotel should regularly organize skill training courses to enhance the professionalism of room staff, guide them to hotel standards and improve their own skills In addition, Pullman Saigon hotel should organize training classes in addition to the professional expertise of housekeeping staff such as bartending training classes at Food & Beverage department, intensive training classes at Laundry department, etc Giving housekeeping staff 44 skills in addition to expertise, but also more cohesion between departments, for the purpose of periods of absence from tourists, employees will not feel bored with their daily work In addition, by participating in non-professional training classes, in order to find a new position in the Housekeeping department, Pullman Saigon Hotel should also create opportunities for its employees to try out a higher position at the Housekeeping department such as: supervisor, management position, Therefore, Pullman Saigon hotel must organize training courses for staff in the Housekeeping department at senior positions, in order to promote work performance for employees, creating promotion opportunities for employees as well as contributing a part of knowledge and skills to the Housekeeping department This reduces “job hopping” or “boring” problems in the job because an employee can become bored with their job when they work for too long in one position Besides, in the Housekeeping department, senior leaders, to encourage employees to work more effectively, the Housekeeping department encourages employees to participate in professional competitions with prizes such as professional competitions Housekeeping techniques with high value awards or professional projects On the one hand, this can make employees more active at work, create motivation to bring the highest efficiency in the Housekeeping department, and on the other hand bring development and skill enhancement expertise, creating a stepping stone for employees to develop into a higher position at the hotel 45 CONCLUSION In fact, creating motivation to promote employee morale is extremely important in organizations and businesses Service quality and atmosphere at the hotel will be improved if the hotel knows how to treat and promote the working spirit of its employees, not only that, productivity and efficiency in work will ensure in the future The highest level helps the hotel to develop and be more impressive in the eyes of customers Over the years, the Pullman hotel in general and the hotel's housekeeping department in particular, managers and heads of positions in the department have taken many measures to promote employee motivation The above actions are intended to help employees feel comfortable and increase their desire to contribute and work well to help the hotel grow Through researching and learning about the Pullman Saigon Center hotel, our team conducted this research to learn about the general information of the hotel as well as an in-depth analysis of the ways that the hotel's housekeeping department did to motivate employees to create a friendly working environment and success comes from good service quality to customers Finally, there are evaluation steps and suggestions to increase efficiency from motivating employees in the housekeeping department Efficiency has been demonstrated through the stature and service at Pullman Saigon hotel in the market and in the hearts of customers and employees working here, they always feel happy at Pullman Saigon Center In conclusion, to be able to complete this report, our team would like to express our deep gratitude to Ms Do Ngoc Quynh Because she gave the group her orientation as well as her meaningful knowledge and experience on room management 46 REFERENCES Reasons to Use Cross-training in Your Hotel (n.d.) 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