topic solutions to restore hotels after the covid pandemic and attract customers v cosy hotel

Coming to Cosy Hotel, guests not only enjoy the hotel''''secosystem but also enjoy the excellent service facilities of this beautiful 5-star resort.This place has a very comfortable area, s

FPT UNIVERSITY- CAMPUS CAN THO

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Group Assignment [HMO102]

TOPIC: Solutions to restore hotels after the covid pandemic and attract customers.

Group members: 5

Cần Thơ,12/2021

Name of group member Contribution (%)

1 Bùi Mỹ Ngân 100

2 Nguyễn Ánh Ngọc 100

3 Nguyễn Huỳnh Duy 100

4 Phạm Cẩm Tiên 100

5 Lê Thanh Tuệ 100

TABLE OF CONTENTS

I INTRODUCTION 1

II ANALYSIS RESULTS 2

1 FRONT OFFICE - Front Office Manager – FOM 2

a) Impact of the Covid-19 pandemic 2

b) Hotel situation before and after the Covid pandemic 2

c) Solution and change business strategies 3

2 ADMINISTRATION - HUMAN RESOURCE - Human Resource Manager 3

a) Challenges in the post - Covid period 3

b) Strategy and change 4

3 SALE MARKETING - Director of Sales & Marketing 6

a) Suggested holiday strategies and programs 6

b) Measures to prevent Covid when attending 7

III CONCLUSION 8

IV REFERENCES 8

i

I INTRODUCTION

From the end of 2019 until now, the world is suffering from great health and economic impacts due to the Covid-19 Pandemic The Covid-19 pandemic with many complicated developments has greatly impacted the economic activities of countries around the globe It is possible to see companies experiencing economic stagnation or decline due to prolonged budget shortfalls thereby falling into a severe recession All the effects of the Covid-19 pandemic on Cosy hotel are no exception Cosy Hotel is known as a 5-star hotel with a number of rooms up to 317 rooms, 112 luxury resort apartments, and 4 unique villas Coming to Cosy Hotel, guests not only enjoy the hotel's ecosystem but also enjoy the excellent service facilities of this beautiful 5-star resort This place has a very comfortable area, so the rooms at the hotel have a very large area suitable for full amenities of guests staying here The resort was built at the location of Bai Truong, Phu Quoc, Kien Giang province, where there is a harmonious combination

of rich natural scenery along with the rusticity of the locals, which is a famous tourist destination best in Vietnam However, it can be said that the Covid-19 epidemic has affected the entire economy of the hotel The challenges faced by Cosy hotels include changing personnel, reducing the number of guests staying, customers canceling contracts, organizing operations during the pandemic delay, etc Therefore, in the face of the difficult situation of the pandemic, hotel controllers always have to make every effort

to stay on top of and grasp the changing situations in the hotel as well as the challenges that may affect their hotels due to the Covid-19 pandemic

Especially the Covid-19 pandemic is a shock to Cosy hotels in the tourism business in Vietnam, but also seriously affects the whole world In recent times, the tourism industry has faced a severe impact from the pandemic as the decline in investment in the production of goods and services has caused record declines in the number of domestic and foreign tourists country According to the General Statistics Office in 2020, Vietnam has suffered heavy losses in terms of the decrease in the number of international and domestic tourists, in 2020 the total number of guests staying for service will reach 97.3 million the number of visitors, down 44% from the previous year, the number of tourists served by travel agencies was 3.7 million visitors, down 80.1% and international arrivals decreased by 78.7% over the previous year and The number of domestic tourists also decreased significantly with 43.2% (TCTK 2021)

Therefore, the answer will be analyzed and deployed more clearly from important departments in the Cozy hotel with the challenges faced by the Cozy hotel, thereby making policies to attract customers and implementing the best solutions plan for the upcoming special holidays, especially solutions to help the hotel grow and survive during the Covid-19 pandemic

II ANALYSIS RESULTS.

1 FRONT OFFICE - Front Office Manager – FOM

a) Impact of the Covid-19 pandemic.

We can see that the tourism and hotel market in Vietnam plays an important role in the national economic development and is an important market segment of the large developing cities in Vietnam (Le Mong Thuy, 2021) During the period of strong development of hotel tourism, the hotel's reception department is always in a state of full operation because of the number of tourists checking in and checking out continuously However, in nearly a year of traveling here, the hotel tourism industry is entering a difficult period due to the covid-19 pandemic We could see a sharp drop in tourist arrivals, accommodation services, tour operators and travel services shutting down or temporarily closing as most international and domestic flights are cancelled or significant disruption due to travel restrictions The occupancy rate of accommodation services is about 20% in 2020 and less than 10% in 2021 (Le Mong Thuy, 2021) In 2020, due to the impact of the Covid-19 epidemic, Vietnam only received 3.7 million international visitors, down 80% compared to 2019; 56 million domestic visitors, down 34% and total tourism revenue was only 312,000 billion VND, down by nearly 60% In the first 8 months of 2021, domestic tourists continued to decrease by 5.5% over the same period in

2020, reaching 31.2 million visitors; total revenue from tourists decreased by 37% over the same period in 2020 (Minh Khanh 2021)

b) Hotel situation before and after the Covid pandemic.

The situation of the hotel before and after covid has changed greatly

First, we can see that the number of tourists coming to Phu Quoc in the period before

2020 is very large, the number of booking guests increases, especially on holidays or holidays The number of tourists to Kien Giang increased on average by over 19%/year,

of which international arrivals increased by over 30%/year on average, total revenue from tourism increased by over 26%/year on average (Hoang Giang, 2021)

Secondly, before the Covid-19 epidemic happened, the number of tourists coming to check-in at the counter was more than the number of tourists checking in via the app The number of tourists coming to stay at the hotel is always crowded, the hotel is always in a state of full rooms During the covid period, the number of tourists decreased, causing hotel revenue to drop to negative numbers, while the pandemic broke out that the hotel could not open greatly affecting revenue

In the period of 2013-2019, the competition of hotels is very great, because the number of domestic and foreign tourists coming to Phu Quoc is very high, Phu Quoc attracts tourists

by its natural beauty along with its natural beauty With the strong development of hotels

and accommodation systems here, the number of tourists coming to hotels increases because Phu Quoc's airport system increases transportation capacity by 60%, also from which competition appears of local large and small hotels

However, small-scale and substandard hotel systems only capture a small number of tourists At the present time, the tourism and hotel industry is being supported and promoted by the state to achieve its goals compared to before the covid epidemic After the covid pandemic, Kien Giang province piloted welcoming international guests to Phu Quoc in the spirit of ensuring absolute safety for the health of people on the island Before piloting, it is necessary to inject 2 doses of COVID-19 vaccine to create antibodies for all people, including workers working on the island (Hong Dat, 2021)

c) Solution and change business strategies.

As now, the demand for travel and relaxation of tourists has decreased, although the epidemic situation has decreased, some tourists are still afraid to communicate with the community, so the hotel has new measures help customers have a new perception thereby attracting more customers The hotel will set goals after the covid pandemic and implement small programs to attract customers when checking in at the counter In addition, the hotel also offers new business strategies that not only attract customers but also bring profits in the long run

Firstly, during the epidemic period, most people work from home, which causes boredom and customers want to find a new working environment, understand the needs

of the hotel guests provided provide customers with convenient services like at home such as stable internet connection, private working space, in addition, the hotel will provide customers' dining utensils right in the room and other facilities guest entertainment services

Second, the hotel maintains the interaction between the hotel and the customer but limits the contact Although the hotel has limited contact with the customer, the hotel still gives customers the closeness, concern and care Sincere ways come from the hotel such

as sending emails to see if customers are satisfied with the hotel's services or giving customers small gifts, souvenirs, in addition the hotel also writes handwritten letters to individually to each customer, that helps customers feel satisfied and leaves a good impression in the hearts of customers

2 ADMINISTRATION - HUMAN RESOURCE - Human Resource Manager.

a) Challenges in the post - Covid period.

It is no exaggeration to say that Vietnam's hotel and tourism industry has faced an unprecedented "crisis" From the first months of 2020 until now Localities stop or reduce festival activities, especially festivals with a large number of people and tourists, and stop organizing cultural, artistic, celebration, and entertainment programs, entertainment-focused on epidemic prevention Although now, the epidemic situation has been controlled, the tourism industry is also trying to overcome it, but it is still not really strong Because, the tourism industry has been ordered by governments to limit domestic and international flights to limit the spread of disease, while domestic tourism demand is too little The occupancy rate of accommodation services is about 20% in 2020 and less than 10% in 2021 Error: Reference source not found This forces many accommodation

businesses that want to have guests apply promotions and discounts to maintain operations and pay mandatory expenses Not only that, many hotels have had to suspend operations Surely no one has ever thought that there will be a day when the tourism hotel industry will have to close because there are no guests, and employees in the industry have no more work to do The Covid-19 pandemic has been wreaking havoc on the economy And tourism is one of the hardest-hit industries Many establishments because

of no or too few customers had to close, employees were cut shifts, unemployed

About the Cosy hotel, the hotel had to close for a long time due to the government's directive 16 According to this directive, service businesses must temporarily stop operating Only places that sell essential goods and services are allowed to open Error: Reference source not found This has made the hotel unable to have revenue, even at a loss Besides, the tourism industry has entered the second year of facing crises caused by Covid-19, but the consequences are still extremely heavy Along with many localities across the country, Phu Quoc has repeatedly had to stop non-essential activities, many events and festivals have to be canceled That also greatly affects the Cosy hotel, because Phu Quoc is where the Cosy hotel is located In addition, during the pandemic, hotel staff were forced to quit their jobs and receive a meager amount of support While the daily living expenses still have to be covered, many hotel workers love and want to stay with the business, but they don't see a viable signal for reopening forcing them to think of abandonment or change jobs, switching completely to new fields or occupations that are not too affected by the epidemic

b) Strategy and change.

Now, when the pandemic has turned in a positive direction, the Cosy hotel also has its

own plans First, let's talk about the strategies that hotels are implementing in the new

normal Although the epidemic has been somewhat controlled, it cannot be said that people are no longer afraid Therefore, our hotel has also developed new strategies to

ensure the peace of mind of guests even while traveling Including the strategy of

"interacting but limiting contact".Many accommodation establishments are now implementing "self-check-in" or contactless check-in, to ensure the safety of both customers and staff However, it is still important to provide an intimate and warm experience for guests, helping them feel cared for and cared for and have a comfortable stay at home So, to continue to promote safety but still actively help visitors, we have sent customers handwritten letters, small gifts to welcome them Useful local knowledge

or kind regards through handwritten letters and sent individually to each guest will surely leave many good impressions In addition, the current technological equipment is also applied a lot in the hotel - tourism industry Therefore, Cosy Hotel has applied Chatbots (automatic talking) tool, becoming an extremely effective consultant for visitors Customers are often very impatient with their questions, while human resources are limited Chatbots can answer customer inquiries almost instantly and regardless of day or night With that superiority, Chatbots help businesses reduce labor costs and increase work efficiency Popular booking site Booking.com says that in less than 5 minutes, its Chatbots tool can answer 30% of common customer questions like "What's the weather like there?" or "What can I play with $200?" Error: Reference source not found Not only answering but Chatbot will provide full information about flights, rental cars, itineraries, even suggesting new activities during the trip Besides, after the outbreak of the pandemic, it can be said that keeping healthy is one of the top priorities and many people want to continue to keep their exercise habits even while traveling or traveling for work Therefore, providing simple exercise equipment such as yoga mats, jumping ropes or small weights in the room will help the accommodation be preferred by tourists who have

a habit of exercising regularly

Although the tourism industry has recovered, many professional and skilled personnel have moved to another, more stable establishment, even no longer wanting to stick with the profession That's why we decided to spend time, effort and money on training new employees Not only training with professional knowledge and skills, but we also train with love, enthusiasm, professionalism, and professional ethics Because, in addition to facilities and services, human resources are the main factor that helps the hotel business succeed or not

In addition, the hotel will also increase sustainability, the application of sustainable activities will help increase the experience for guests It is not necessary to invest a lot of money, just a few small changes in the direction of sustainability have brought great results In particular, the use of environmentally friendly and sustainable materials is currently a necessity for business establishments Error: Reference source not found Therefore, Cosy Hotel has used bamboo items such as cups, forks, etc In addition, limit the use of plastic, nylon, or non-recyclable items We also decided to regularly update

sustainability information on the media, and consult the guidelines on sustainable tourism

in 5 categories: waste, energy, greenhouse gas, water, support local communities and protect the environment

3 SALE MARKETING Director of Sales & Marketing -

a) Suggested holiday strategies and programs.

Before that, the Covid 19 pandemic caused a serious crisis for the tourism industry Recreational activities or festivals have been ordered to close, tourist attractions are also affected Hotels have been overwhelmed by the number of cancellations Hotels are not under great pressure, many hotels have to close because of financial losses According to

a report by PhocusWire use data of Smith Travel Research, as of March 21, 2020, occupancy has decreased by 96% in Italy, 68% in China, 67% in the UK and 59% in the

US compared to 2019.Error: Reference source not found, This is considered a memorial

of the du company calendar and hotel By the end of 2021, thanks to the vaccine, the disease has improved, recreational activities are gradually restored but still limited People have gone through a severe crisis, so their financial input is also affected, but in order to match the travel budget of tourists, the Marketing and sales department has spent

a lot of effort as well as The hotel department has opened a meeting on how to attract guests back to the tourism industry, the marketing department has come up with a reasonable marketing plan and strategy for the upcoming period

The first, A matter of media We need to advertise our hotel, have the full right to use media channels to inform guests that our hotel is back in operation with special offers in the upcoming holiday, guests Our hotel offers discount vouchers if you book a package with airport transfers to differentiate the hotel from the hotels of its competitors With the diversity of the hotel industry, innovation is needed to treat the new generation of travelers known as Generation Z According to some reports, Generation Z is about to overtake Millenials in terms of population numbers According to Forbes, Gen Z usage in direct spending is between $29 billion and $143 billion Along with that, youth tourism has also become the fastest growing sector in the tourism industry Therefore, the hotel market needs to adopt tremendous changes based on the likes and dislikes of the new generation

The second, Our hotel has a free outdoor party for guests who book a package, outdoor activities will be held by the private pool with young bands to make the atmosphere more lively Continuing to be the understanding of customers' wishes and showing the hospitality of the staff, in order to retain customers, it is necessary to pay attention to the needs of customers

The third, The Understanding the diverse specific wants of customers, the employees of the departments should coordinate with each other, take care of satisfying the needs of customers, in addition, should contact with customers to maintain customer satisfaction Continuing to be Maintaining the relationship between customers and staff, this helps the hotel better understand the needs of customers and also leaves an impression on customers in the next resort For customers who come to the hotel for the first time or book online, the hotel should directly contact customers via email with actual photos of the hotel, this will help customers trust more The hotel also opens a review board for guests who have stayed at the hotel so that guests who have not stayed can refer to the reviews and review about the hotel customer reviews about the hotel, helping the hotel's service quality gradually improve

If the service situation is stable, the quality of customers traveling a lot, to make a difference for the hotel, it is recommended to post an advertisement with a booking voucher in a favorable time frame to be able to receive priorities from customers Hotels such as tram services carry tourists around the city, giving them priority as a voucher for breakfast in the room without having to go down to the hotel's restaurant

In addition, if you have already attracted customers, then you need to retain them using special hotel methods Sustainability is integral to the hotel's upcoming agenda There will be articles on the hotel's fanpage about sustainability such as letting visitors experience the free tram ride around the city instead of tourists renting a car outside The hotel also organizes holiday gifts to attract customers, gifts made with recycled materials such as reusable vases or straws made of grass, although only for small gifts It is enough

to make those who love environmental protection also become excited

b) Measures to prevent Covid when attending.

During the epidemic, customers are worried about their health and the risk of infection, but because they have been at home for too long, the psychology of tourists wants to travel but still ensures safety, so the hotel should book Health protection comes first in model activities, supporting quick covid test at the hotel's lounge, but still keeping the 5K rule, customers will be given a check-in time with a quick test ticket covid, if you have a negative test, you will be able to check in at the front desk Hotel guests can trust that the hotel is taking the necessary steps to protect the health of their guests, maintaining 5K steps to keep guests and hotel employees safe activities that the hotel will deploy in the near future to build and maintain long-term trust for visitors to stay at the hotel, this is sensitive and important at the present time

III CONCLUSION

In summary, the activities of the hotel are analyzed in detail In this discussion section, there essentially is a lot about the situation of Cozy Hotel after the epidemic, and departments in the Cozy hotel such as Front Office Manager – FOM, Administration – Human Resource, Human Resource Manager, and finally Sales & Marketing and Director

of Sales & Marketing of Cozy hotel According to Nikolis, nearly every aspect of the hospitality industry has human resources and sustainability issues Therefore, the Administration Human Resource and sustainability of the hotel are essential for any hotel

in achieving certain objectives The Human Resource Manager of the hotel, the management of personnel, and the manageable sustainability and presence of the hotel This can clearly demonstrate the importance of Administration Human Resource as well

as the sustainability of the hotel

In the management structure of Cozy hotel has added a marketing sales department, any hotel also has a Sales department however, Every hotel should be the most focused and invest thoroughly in this department Since each department is a different task Therefore, the hotel restricts the inclusion of the marketing department in the business department and the efficiency will not be high Besides, the hotel should thoroughly train personnel and sleep management teams, because in a competitive environment after the epidemic and especially on the holidays of Liberation Day and International Workers’ Day in a very big way There will be a risk of surpassing some large hotels such as Vipearl and Muong Thanh, especially many large hotel groups investing in Vietnamese markets in a subtle way In addition, some of the environmental and human resources are limited, some issues of water-saving waste, and electrical energy management policies However,

at present, the hotel always puts the environment and human resources first Therefore, a cozy hotel will develop and take care of these issues But, there is no denying that Cozy hotel has a great influence on Vietnam It is a hotel that always preserves the traditional beauty, customs, and culture of Vietnam to foreign visitors on the holiday of Liberation Day and International Workers’ Day In the future, Cozy Hotel will continue to develop sustainably, contributing to the increasingly strong development of Vietnam's tourist-hotel industry, bringing Vietnam to a higher level with other countries in the world

IV REFERENCES

TCTK (2021) “Du lịch Việt Nam 2021 Rất cần quyết tâm và nổ lực vượt khó Tổng Cục Thống Kê”

https://www.gso.gov.vn/du-lieu-va-so-lieu-thong-ke/2021/02/du-lich-viet-nam-2021-rat-can-quyet-tam-va-no-luc-de-vuot-kho/

Lê Mộng Thúy (2021) “Định hình lại ngành du lịch và khách sạn hậu covis-19” https://www.rmit.edu.vn/vi/tin-tuc/tat-ca-tin- tuc/2021/oct/dinh-hinh-lai-nganh-du-lich-va-khach-san-hau-covid-19

Minh Khánh (2021) “Ngành du lịch “chuyển mình” để ứng phó với đại dịch Covid-19, từng bước phục hồi trong năm 2022”

https://bvhttdl.gov.vn/nganh-du-lich-chuyen-minh-de-ung-phovoi-dai-dich-covid-19-tung-buoc-phuc-hoi-trong-nam-2022-20210923215750059

Hoàng Giang (2021) “Phú Quốc- sức sống mới, tiềm năng và cơ hội mới”