A1 busm4821 tourism and hospitality management internship 1200w

--- Page 1 --- Assignment 1 Contemporary Issue Analysis & Personal Goals Setting Organization: Intercontinental Westlake Hotel Position: Receptionist (Front Desk Agent) Intern Student name: Nguyen Ngoc Khanh Vy Student number: S3884732 Course: BUSM4821 Tourism and Hospitality Management Internship Supervisor Signature ACKNOWLEDGEMENT Probating in Intercontinental Westlake Hotel Hanoi has been a terrific chance that empower my cognitive thinking and ability, as well as provide a profound understanding of the Vietnamese tourism industry. Therefore, I cherish this opportunity as I can encounter to learn from experts and experienced colleagues in the hospitality market, those inspire me to thrive for learning and develop my fullest potential. Keeping the preceding in mind, I would like to send my best regards to Mr Huu Quang – who is the Hotel Manager and my direct supervisor at Intercontinental Hotel. Regardless of his significant responsibilities and tied schedule, he always takes the time to meticulously guide me in my work, listening to my concerns not only about the job but also about my personal life, helping me shape my mindset, realize my personal goals, and passing on valuable experiences to become an excellent hotel employee. Furthermore, I want to send my warmest thanks to other co-workers, who never hesitate to guide me and company during my initial time at the hotel, give me many important advice and assistance that contribute to my good performance later. Finally, I want to express my sincere gratitude to Ms …. and RMIT for equipping me with priceless industry knowledge and practical examples, comprehending my intelligence to confidently entry the tourism business. I am determined to acquire qualified goals by capitalizing on a full set of capabilities and continuously growing my intellectual library. Industry and Company Analysis Company Overview --- Page 2 --- Figure 1. InterContinental Hanoi Westlake (Booking.com n.d.). In 2007, IHW set its first footprint in Vietnam, pursuing the supreme luxury accommodations and excellent hospitality services provider position to promote unforgettable memories for guests (Vietnamtourism Government 2017). Providing 293 traditional Vietnamese aesthetics and elegant guestrooms and suites, the hotel location is on the serene waters of West Lake''''s Island Pavilions. Within a short distance from Hanoi''''s heart, the hotel facilitates accessibility to popular landmarks such as Hoan Kiem Lake and the Old Quarter (InterContinental Hanoi Westlake n.d.). Figure 2. IHW’s management structure (RocketReach n.d.). The management structure includes a General Manager overseeing operations, supported by department heads in key areas such as Food and Beverage, Housekeeping, Front Office, Sales and Marketing, and Human Resources (IHG, 2023). This hierarchical structure ensures high service standards and efficient coordination. The hotel''''s culture emphasizes excellence, continuous improvement, and respect for Vietnamese heritage, fostering an inclusive and innovative work environment. Sustainability and community engagement are also integral to the hotel''''s ethos (Intercontinental Hanoi Westlake, 2023). With around 200 employees, IHW has a hierarchical management structure that includes a General Director who oversees operations and department heads in important areas like Food and Beverage, Product and Engineering, Finance, Human Resources, Marketing, Health, Operations, and Sales to guarantee elevated service prototypes and seamless coordination (RocketReach n.d.). IHW''''s culture prioritizes superiority, and ongoing refinement under Vietnamese heritage respectation, nurturing all-around and visionary work conditions (Thong 2021). Sustainability commitment and societal engagement are vital to the hotel''''s ethos (Duong 2023). Industry Analysis Vietnam''''s market size’s hospitality industry is projected to achieve approximately $9.91B in the half-decade, driven by key players namely Sofitel Legend Metropole Hanoi and JW Marriott Hotel Hanoi (Mordor Intelligence 2023). Sofitel is a historical hotel, known for its charming French colonial architecture, that targets affluent tourists seeking a luxurious experience with a touch of heritage (Sofitel n.d.). JW Marriott Hotel Hanoi is another IHW rival famous for contemporary design and comprehensive enterprise aptitudes, principally benefiting business visitors (JW Marriott n.d.). IHW''''s mark clients encompass leisure tourists, business visitors, event planners, and tour groups. Both business travelers and leisure tourists are drawn to the hotel by its creative event spaces and cutting-edge meeting rooms, which offer ultimate quality service. Tour groups are enticed by the hotel''''s advantageous spot and exceptional reputation, while event planners delight in the hotel''''s extensive event management assistance (InterContinental Hanoi Westlake n.d.). The hotel can boost customer satisfaction, loyalty, and competitive posture by targeting these distinctive consumer segments. Emerging Trend: Guest Experience and Engagement Figure 3. Personalize services are important factors contribute to the success of Guest Experience and Engagement for hotels. Excellent guest experience and engagement have become a pivotal priority in the hotel endeavour, especially in driving the reputation and measuring the success of luxury hotels like IHW. Guest engagement enhancement not only facilitates guest dedication but also distinguishes a 5-star hotel in a fiercely competitive scenario (Vũ et al. 2022). It is demonstrated that 80% of customers are motivated to make purchase decisions based on tailored services for their personal preferences (Lacalle 2023). By capitalizing on digitally advanced tools containing customer relationship management (CRM) systems and mobile applications, luxury hotel brands can personalize offerings based on customer data such as guest surveys, feedback, and evaluation to instantly address exact guest demands. Accordingly, IHW can strategically enhance guest experience and engagement through various initiatives. Specifically, integrating a potent CRM system to record guests'''' historical behavior and interactions can assist IHW workers and managers develop perfect strategies and services (IHG n.d.). Furthermore, mobile apps are convenient channels that enhance customer experience and satisfaction through seamless processes from check-in/out, room service requests, and real-time engagement between visitors and hotel attendants (Moldstud 2024). Beyond that, training agendas concentrated on client assistance superiority can empower staff with a set of necessary aptitudes to effectively encounter clients and handle their matters on time. On the other hand, customer engagement can be enriched through extraordinary cultural adventures that reminisce the local inheritance, aligning with the hotel''''s passion for Vietnamese culture (Intercontinental Hanoi Westlake n.d.). Arranging cultural events, cooking workshops, and guided tours can deliver visitors with immersive ventures, making their holiday unique. Moreover, merging sustainability methods, such as sustainable eco-friendly extras can petition environmentally mindful tourists, sweetening their attention and impression of the hotel (Nguyen 2017). By adopting these strategies, IHW can reinforce its guest engagement, boost loyalty, and preserve a competitive advantage in the luxury hospitality market. Incessant examination and transformation of these procedures, based on guest feedback and industry trends, are paramount for upheld success. However, handling data privacy and GDPR compliance, maintaining consistent service quality, and ensuring sufficient resources and staff training can be challenging for IHW. SMART Goals

Assignment 1 Contemporary Issue Analysis & Personal Goals Setting

 Organization: Intercontinental Westlake Hotel

 Position: Receptionist (Front Desk Agent) Intern

 Student name: Nguyen Ngoc Khanh Vy

 Student number: S3884732

 Course: BUSM4821 Tourism and Hospitality Management Internship

Supervisor Signature

Probating in Intercontinental Westlake Hotel Hanoi has been a terrific chance that empower my cognitive thinking and ability, as well as provide a profound understanding of the Vietnamese tourism industry Therefore, I cherish this opportunity as I can encounter to learn from experts and experienced colleagues in the hospitality market, those inspire me

to thrive for learning and develop my fullest potential

Keeping the preceding in mind, I would like to send my best regards to Mr Huu Quang – who is the Hotel Manager and my direct supervisor at Intercontinental Hotel Regardless of his significant responsibilities and tied schedule, he always takes the time to meticulously guide me in my work, listening to my concerns not only about the job but also about my personal life, helping me shape my mindset, realize my personal goals, and passing on valuable experiences to become an excellent hotel employee

Furthermore, I want to send my warmest thanks to other co-workers, who never hesitate to guide me and company during

my initial time at the hotel, give me many important advice and assistance that contribute to my good performance later Finally, I want to express my sincere gratitude to Ms … and RMIT for equipping me with priceless industry knowledge and practical examples, comprehending my intelligence to confidently entry the tourism business

I am determined to acquire qualified goals by capitalizing on a full set of capabilities and continuously growing my

intellectual library.

I Industry and Company Analysis

1 Company Overview

Figure 1 InterContinental Hanoi Westlake (Booking.com n.d.).

In 2007, IHW set its first footprint in Vietnam, pursuing the supreme luxury accommodations and excellent hospitality services provider position to promote unforgettable memories for guests (Vietnamtourism Government 2017) Providing

293 traditional Vietnamese aesthetics and elegant guestrooms and suites, the hotel location is on the serene waters of West

Lake's Island Pavilions Within a short distance from Hanoi's heart, the hotel facilitates accessibility to popular landmarks such as Hoan Kiem Lake and the Old Quarter (InterContinental Hanoi Westlake n.d.).

Figure 2 IHW’s management structure (RocketReach n.d.).

The management structure includes a General Manager overseeing operations, supported by department heads in key areas such as Food and Beverage, Housekeeping, Front Office, Sales and Marketing, and Human Resources (IHG, 2023) This hierarchical structure ensures high service standards and efficient coordination The hotel's culture emphasizes excellence, continuous improvement, and respect for Vietnamese heritage, fostering an inclusive and innovative work environment Sustainability and community engagement are also integral to the hotel's ethos (Intercontinental Hanoi Westlake, 2023) With around 200 employees, IHW has a hierarchical management structure that includes a General Director who oversees operations and department heads in important areas like Food and Beverage, Product and Engineering, Finance, Human Resources, Marketing, Health, Operations, and Sales to guarantee elevated service prototypes and seamless coordination (RocketReach n.d.) IHW's culture prioritizes superiority, and ongoing refinement under Vietnamese heritage respectation, nurturing all-around and visionary work conditions (Thong 2021) Sustainability commitment and societal engagement are vital to the hotel's ethos (Duong 2023)

2 Industry Analysis

Vietnam's market size’s hospitality industry is projected to achieve approximately $9.91B in the half-decade, driven by key players namely Sofitel Legend Metropole Hanoi and JW Marriott Hotel Hanoi (Mordor Intelligence 2023) Sofitel is a historical hotel, known for its charming French colonial architecture, that targets affluent tourists seeking a luxurious experience with a touch of heritage (Sofitel n.d.) JW Marriott Hotel Hanoi is another IHW rival famous for contemporary design and comprehensive enterprise aptitudes, principally benefiting business visitors (JW Marriott n.d.)

IHW's mark clients encompass leisure tourists, business visitors, event planners, and tour groups Both business travelers and leisure tourists are drawn to the hotel by its creative event spaces and cutting-edge meeting rooms, which offer ultimate quality service Tour groups are enticed by the hotel's advantageous spot and exceptional reputation, while event planners delight in the hotel's extensive event management assistance (InterContinental Hanoi Westlake n.d.) The hotel can boost customer satisfaction, loyalty, and competitive posture by targeting these distinctive consumer segments.

II Emerging Trend: Guest Experience and Engagement

Figure 3 Personalize services are important factors contribute to the success of Guest Experience and Engagement for hotels.

Excellent guest experience and engagement have become a pivotal priority in the hotel endeavour, especially in driving the reputation and measuring the success of luxury hotels like IHW Guest engagement enhancement not only facilitates guest dedication but also distinguishes a 5-star hotel in a fiercely competitive scenario (Vũ et al 2022) It is demonstrated that

80% of customers are motivated to make purchase decisions based on tailored services for their personal preferences (Lacalle 2023) By capitalizing on digitally advanced tools containing customer relationship management (CRM) systems and mobile applications, luxury hotel brands can personalize offerings based on customer data such as guest surveys, feedback, and evaluation to instantly address exact guest demands

Accordingly, IHW can strategically enhance guest experience and engagement through various initiatives Specifically, integrating a potent CRM system to record guests' historical behavior and interactions can assist IHW workers and managers develop perfect strategies and services (IHG n.d.) Furthermore, mobile apps are convenient channels that enhance customer experience and satisfaction through seamless processes from check-in/out, room service requests, and real-time engagement between visitors and hotel attendants (Moldstud 2024) Beyond that, training agendas concentrated on client assistance superiority can empower staff with a set of necessary aptitudes to effectively encounter clients and handle their matters on time On the other hand, customer engagement can be enriched through extraordinary cultural adventures that reminisce the local inheritance, aligning with the hotel's passion for Vietnamese culture (Intercontinental Hanoi Westlake n.d.) Arranging cultural events, cooking workshops, and guided tours can deliver visitors with immersive ventures, making their holiday unique Moreover, merging sustainability methods, such as sustainable eco-friendly extras can petition environmentally mindful tourists, sweetening their attention and impression of the hotel (Nguyen 2017)

By adopting these strategies, IHW can reinforce its guest engagement, boost loyalty, and preserve a competitive advantage

in the luxury hospitality market Incessant examination and transformation of these procedures, based on guest feedback and

industry trends, are paramount for upheld success However, handling data privacy and GDPR compliance, maintaining consistent service quality, and ensuring sufficient resources and staff training can be challenging for IHW.

Intern Name: Nguyen Ngoc Khanh Vy Student's

ID:

S3884732

Company: Intercontinental Westlake Hotel

Department/Outlet:

Receptionist

Position: Receptionist

(Front Desk Agent) Intern

Setting clear, achievable goals helps interns focus on their tasks, enhances their learning experience, and ensures they contribute effectively to organization

It also provides a framework for evaluating their progress and development

SMART 1 personalised learning objectives/

goals

How will you achieve the goal?

(i.e specific projects, tasks…)

What support will you need from your supervisor and/or your employer in general? (time,

funding, networks etc)

How will you know you have achieved the goal? (i.e performance indicators)

1 Achieve excellent service

skills to enhance guest

experience and satisfaction

during the first month of the

internship

 Identify the target customers

of IHW by setting up a process of review collection and a follow-up method through questionnaires, interacting in-person and online to understand and find

 Supervisor assistance in instructing and determining which customer service training course and agenda is the most efficiency in developing personalized services for customers and the hotel

 Allocating budget for consistent and

- Positive feedback in guest surveys: Guest Love Target score ≥ 85/100

the general patterns of their demand

 Research and participate in the most effective customer service training courses based

on the practical content, qualified instructor, and participant evaluations

 Conduct a personalized procedure to approach customers, applying theorical knowledge and practical skill set including active listening, sympathy, and critical

thinking, rapid solving conflict

rapid professional growth such as achieving customer service qualifications and/or the entry to training resource library in different channels (webinars, conferences, workshops, orientation days)

 Providing constructive evaluation by reviewing performance weekly, 1-1 training sessions and WIP updates to ensure the acquired skills and

experience are precise

 Recommending open resources such as discussion forums, networks, books to enhance knowledge of “what/how to develop an excellent customer service”

2 Master in issue management

skill to enhance the service

quality, critical thinking and

adaptative ability under

pressure

 Performing issue assessments

by discussing arise problems ahead, gathering and

evaluating lessons from negative feedback of customers to foresee and respond to problems promptly

 Actively attending to the hotel training workshop, frequently networking with colleague and discussing with my managers to learn from their

 Supporting me in identifying the cause

of problems and consolidating my communication skills to gently approach customers or whoever is vulnerable to the issues

 Assigning me to diverse jobs to expose

me to many departments, help me encounter many different types of problems and learn problem solving from colleagues

 Closely evaluate my approaches to the problem by analysing the root cause,

Increase in positive online reviews: GSI score in top 10% of benchmark

experience of how to effectively handle bad customer experience and problem at work

Create an issue logging to monitor as soon as the problem arises, tracking the cause, duration and assigned person to implement solutions

guiding me to apply the 5 Whys technique to determine the source of the problem, thereby making

appropriate solutions

3 Improve my time management

skill to develop multitasking

ability, ensuring academic

learning and full-time working

quality during 2 months of

internship

 Create a weekly timetable and

a daily to-do-list to track must completed tasks, using supporting tools such as Google Calendar

 Apply time management technique such as Prioritize tasks based on the urgency and importance to measure the priority and assign appropriate workload, ensuring all

assignments are well-prepared and completed on time

 Conduct a detail weekly employing self-management supporting platforms such as Notion or Click-up to

effectively monitor the workload, reflect and measure the efficiency of time

 Assigning tasks with a clear objective, transparent expectation and specific deadlines

 Frequently checking the process of completing each task, giving the advice to assign suitable workload to ensure which task must be preferably managed first

 Suggesting proper time management tools and instructing how to optimize its functions effectively by giving me the entry to training materials

Score at least 90% of task completion rate to measure productivity, time

management skills, and ability to meet job expectations

management strategy that fit with the work-life balance

4 Complete a personal growing

road map and professional

hotel development plan to

enhance all-rounded

foundation skills of hotel

management

 Take stock of my hotel industry-related strengths, weaknesses, opportunities, and threats by doing a SWOT analysis to build a detailed plan for my future career in the hotel industry

 Frequently seek for subjective feedback of my working performance from my colleague and managers to improve my weakness promptly

 Actively join career workshops at RMIT or other networking events that provide updated information

of the hospitality landscape in Vietnam to stay updated and catch up with professors in the tourism industry

 Inquire progress and performance from higher-ups in the company The manager’s advice and

recommendations can assist me to put together a professional growth’s workable strategy

 Assist in making connections with other experts in tourism industry by hosting networking events

 Schedule two-week periods to discuss about my internship short- and long-term goals

 Ensure to check up the objectives and their progress on a frequent basis to revise if necessary

Conduct a self-assessment using the SWOT framework and improve at least 2 weakness within two weeks

of completing my internship

Receive helpful comments regarding the SWOT analysis procedure from higher-ups

IV Conclusion

Overall, interns' professional and personal development requirements are met by setting SMART goals and systematically

planning their attainment, which in turn improves operational efficiency and guest happiness at Intercontinental Hanoi

Westlake These goals are not only attainable, but also in line with the hotel's larger aims, thanks to systematic training, ongoing feedback, and quantifiable objectives.

V References

Duong A (2023) Khách sạn InterContinental Hanoi Westlake và hành trình với những hoạt động cộng đồng, CafeF website, , accessed 20 July

2024 https://cafef.vn/khach-san-intercontinental-hanoi-westlake-va-hanh-trinh-voi-nhung-hoat-dong-cong-dong-188230731093219377.chn

InterContinental Hanoi Westlake (n.d.) Room & Suite Accommodations | InterContinental Hanoi, InterContinental Hanoi Westlake,

https://hanoi.intercontinental.com/accommodation, accessed 20 July 2024

JW Marriott (n.d.) 5-star Hotel in Hanoi, Vietnam , JW Marriott website, https://www.marriott.com/en-us/hotels/hanjw-jw-marriott-hotel-hanoi/

overview/, accessed 21 July 2024

Lacalle E (2023) How personalization in hotels improves guest experience, mews website,

https://www.mews.com/en/blog/personalization-in-hospitality, accessed 21 July 2024

Moldstud (2024) Enhancing concierge services through mobile app features, MoldStud website,

https://moldstud.com/articles/p-enhancing-concierge-services-through-mobile-app-features, accessed 20 July 2024

Mordor Intelligence (2023) Hospitality Industry in Vietnam - Growth, Trends and Forecast (2020 - 2025), Mordor Intelligence website,

https://www.mordorintelligence.com/industry-reports/hospitality-industry-in-vietnam, accessed 20 July 2024

Nguyen TPT (2017) ‘Tourist Attitudes toward Green Hotel: Do Vietnamese Care about Environmentally Friendly Practices in Hotels?’, VNU Journal of Science: Economics and Business, 33(2), doi:https://doi.org/10.25073/2588-1108/vnueab.4080.