SOLUTIONS TO IMPROVE WORK MOTIVATION OF FRONT OFFICE EMPLOYEES AT NEW WORLD SAIGON HOTEL FRONT OFFICE OPERATION
THEORETICAL BASIS ABOUT THE HOTEL INDUSTRY AND WORK
HOTEL AND HOTEL BUSINESS
The word hotel is derived from the French hôtel , which refers to a French version of the townhouse The term hotel was used for the first time by the fifth Duke of Devonshire to name a lodging property in London sometime in AD 1760 Historically, in the United Kingdom, Ireland, and several other countries, a townhouse was the residence of a peer or an aristocrat in the capital of major cities The word hotel could have also derived from the hostel , which means “a place to stay for travelers”.
A hotel is defined by the British Law as a “place where travelers can receive food or shelter, provided he/she is in a position to pay for it and is in a fit condition to be received” Hence, a hotel must provide food (and beverage) and lodging to a traveler on payment, but the hotel has the right to refuse if the traveler is not presentable (either drunk, or disorderly, or unkempt) or is not in a position to pay for the services.
Alternatively, a hotel may be defined as “an establishment whose primary business is to provide lodging facilities to a genuine traveler along with food, beverage, and sometimes recreational facilities too on the chargeable basis” Though there are other establishments such as hospitals, college hostels, prisons, and sanatoriums, which offer accommodation, they do not qualify as hotels, since they do not cater to the specific needs of the traveler.
A hotel is an establishment that provides paid accommodation, generally for a short duration of stay Hotels often provide a number of additional guest services, such as restaurants, bars, swimming pools, healthcare, retail shops; business facilities like conference halls, banquet halls, boardrooms; and space for private parties like birthdays, marriages, kitty parties, etc.
Broadly speaking, a hotel is a managed building or establishment, which provides guests with a place to stay overnight – on a short-term basis – in exchange for money.
The precise features and services provided to guests can vary quite drastically from one hotel to another, and hotel owners generally aim to attract a particular type of customer through their pricing model and marketing strategy, or via the range of services they offer.
1.2 THE CONCEPT OF HOTEL INDUSTRY:
What is the hotel industry? Put simply, the hotel industry is the section of the service industry that deals with guest accommodation or lodgings By most definitions, the hotel industry refers not only to hotels, but also to many other forms of overnight accommodation, including hostels, motels, inns and guest houses However, it does not usually include long-term or permanent forms of accommodation Due to the nature of hotel services, it is strongly associated with the travel and tourism industry.
1.2.1 Types of Accommodation in the Hotel Industry:
It is important to understand that the hotel industry is a catch-all term, used to describe services related to guest accommodation With that in mind, it is worth noting that there are a variety of different accommodation types which fall under this umbrella term Some of the main types are described in more detail below:
The most common type of accommodation in the hotel industry, a hotel is defined as an establishment which offers overnight accommodation, meals, and other services.
They are mainly aimed at travelers or tourists, although locals may also use them.
Hotels provide private rooms, and almost always have en-suite bathrooms.
Bed and breakfasts, or B&Bs, are smaller establishments, which offer guests private rooms for overnight stays, along with breakfast in the morning Often, these establishments are converted from private homes and many B&B owners live in their property While they are often a budget option, high-end or luxury B&Bs do also exist.
Motels are a form of overnight accommodation tailored towards motorists For this reason, they are typically located conveniently by the roadside and offer ample free parking A motel will generally have a number of guest rooms and may have some additional facilities but will usually have fewer amenities than hotels.
“Botel” is the name given to a boat that has been adapted to offer hotel-style lodgings.
Many botels are permanently moored river boats, although others are converted ships, which are perfectly capable of travelling with guests on board They are especially popular in European cities with rivers or canals.
An inn is an establishment which provides temporary accommodation, usually along with food and drinks Inns are smaller than hotels, and are closer in size to bed and breakfasts, although inns are often slightly larger Guests are allocated private rooms and food options will usually include breakfast and dinner.
Resorts are commercial establishment, which will usually consist of a hotel and a variety of additional services and amenities, on site Guests will usually have access to lodgings, restaurants, bars, entertainment options, recreational activities and shops, which can all be accessed without leaving the premises.
Popular among business travelers, serviced apartments are apartment-style lodgings, where guests benefit from a full range of services, such as room service, housekeeping and laundry services Most serviced apartments also offer additional amenities, while the apartments themselves tend to be larger than most hotel rooms.
Often confused with hostels, a hostal is a form of accommodation, primarily found inSpanish-speaking regions They resemble a budget hotel, offering either private bedrooms or apartments, while they may also have a bar, restaurant and/or café Most hostals are family-owned and guests may sometimes share bathrooms with others.
A hostel is a form of accommodation, typically aimed at those on a budget, where multiple guests sleep in different beds in the same living space Effectively, guests pay for a bed, rather than a private room, and hostels hold a particular appeal for those looking to meet new people Guests will usually share kitchen and bathroom facilities.
THE CURRENT SITUATION FRONT OFFICE EMPLOYEES WORK
GENERAL INFORMATION OF NEW WORLD SAIGON HOTEL
Opening day: 08 October 1994 First 5–star hotel in Vietnam Sellable Rooms: 533
Owner: Saigon Inn Hotel Co - Joint Venture between Saigon Tourist Holding Company and New World Development Co., Ltd.
Management Company: Rosewood Hotel Group
Address: 76 Le Lai Street, Ben Thanh Ward, District 1, Ho Chi Minh City, Vietnam
Website: https://saigon.newworldhotels.com
1.7 The process of forming and developing of New World Saigon Hotel:
With a history of more than 40 years and owning more than 58 hotels in 19 countries, Rosewood Hotel Group is listed among the top 5 most luxurious hotel brands in the world voted by The Luxury Travel Expert Hotels in the Rosewood Hotel Group system always affirm their class with a unique and luxurious design Furthermore, they localize their services to bring distinctive, pure and deeply personalized travel experiences to each customer
Rosewood Hotel Group is in the top 5 most luxurious hotel brands in the world voted
1979 by Caroline Rose Hunt, the daughter of tycoons about the oil field - H.L Hunt.
The company was sold by Rosewood Corp and Maritz, Wolff & Co in 2011 to New World Hospitality for $229 million along with five properties sold for $570 million.
Caroline Rose Hunt established Rosewood in 1979, aspire to create luxury hotels that offer thoughtful personalized services A year later, Hunt converted the mansion of Texas cotton magnate Sheppard King into the first hotel of Rosewood, The Mansion on Turtle Creek, located in the upscale Turtle Creek neighborhood Previously, Rosewood Hotel Group was the branch hotel management of New World China Land, a subsidiary of New World Group In June 2011, the company announced that it had entered into a purchase agreement to acquire Rosewood Hotels & Resorts from Rosewood Corp and Maritz, Wolff & Co.,
Rosewood Hotel Group, a privately-owned company, is one of the world’s leading hospitality groups, encompasses five brands: ultra-luxury Rosewood Hotels &
Resorts® in North America, Caribbean/Atlantic, Europe, the Middle East and Asia; contemporary upper-upscale New World® Hotels & Resorts in Greater China and Southeast Asia; KHOS™, a dynamic global business lifestyle hotel brand; Carlyle &
Co., a modern and progressive private members' club; and Asaya, an integrative wellness concept Its combined portfolio consists of more than 35 properties in 19 countries The group’s expansion is distinguished by its approach to creating strong,modern, and differentiated brands, its focus on design and innovation, and a commitment to a very bespoke and personal approach to hospitality.
+ Rosewood Hotels & Resorts: Established in 1979, Rosewood is a distinctive collection of highly individual, luxurious, residential-style hotels inspired by the culture, history and geography of each locale Led by a team of seasoned industry veterans Rosewood’s acclaimed attention to detail, proactive approach to environmental sustainability and dedication to Relationship Hospitality has earned numerous awards and accolades.
+KHOS: Leave everything you know about hotels outside the door at KHOS, a brand-new hospitality concept that combines tastefully appointed guest rooms with free-flowing social hubs Where local residents and global travelers alike are invited to explore, collaborate with, and recover amidst a vibrant local culture and people.
Created for creators, KHOS is a space to engender trailblazing ideas for a global class of change-makers.
+ New Word Hotels & Resorts: We are inspired by emerging Asia’s energy, dynamism and unique style of thinking, doing and being In return, we do our best to inspire others – in art, design and new ways of seeing things There is always a nod to our Asian roots, but our eyes are very much focused on our Asian future.
+ Carlyle & Co.: Carlyle & Co is a modern, progressive club inspired by the easy- going glamour of New York’s iconic hotel, The Carlyle, A Rosewood Hotel and featuring its legendary Café Carlyle A one-of-a-kind live entertainment destination A more culturally and intellectually rewarding way of life, with experiences ranging from the familiar to the truly once-in-a-lifetime Carlyle & Co brings together a community as convivial as it is eclectic, with nothing to prove and much to share A members’ club that ignites passion, opens the mind and stirs the soul.
+ Asaya: A thoughtfully designed lifestyle space for you to nourish, learn and grow,encouraging restoration and enjoyment amid an open environment.
Rosewood Hotel Group, one of the world’s fastest growing hotel companies, encompasses 58 hotels in 19 countries across multiple brands With established locations in North America, Europe, Asia, the Middle East and the Caribbean/Atlantic, Rosewood Hotel Group is pursuing an aggressive expansion strategy with nearly 40 new hotels currently under development.
Sonia Cheng Chief Executive Officer
Sonia Cheng leads a team of seasoned industry professionals and is responsible for overseeing the group’s expansion regionally and internationally She is also principal director of hotels of New World Development Company Limited and executive director of New World China Land
Before joining Rosewood Hotel Group, Ms Cheng worked with a major international investment bank and a global American private equity firm, specialising in real estate investments She is a member of the Advisory Committee on Hotel and Tourism Management at The Chinese University of Hong Kong, the Y Elites Association, the Young Presidents’ Organisation, the Hong Kong United Youth Association and the Eleventh Guizhou Municipal Committee of The Chinese People’s Political Consultative Conference.
This is the developing history of Rosewood Hotel Group:
1.7.2 ABOUT NEW WORLD SAIGON HOTEL:
New World Saigon Hotel is the preferred choice of international business travelers and group customers seeking first-class facilities.
When opened in October 1994, New World Saigon was the first international five-star hotel in Ho Chi Minh City Over the years, the hotel has built its reputation and credibility in the local market through successfully servicing government delegations, high profile guests and business travelers.
Located downtown Ho Chi Minh City, New World Saigon Hotel is a mere 20minutes drive from Tan Son Nhat international airport, amid a bustling neighborhood of restaurants and entertainment venues, within walking distance to museums, places of cultural interest, and steps away from the famous Ben Thanh Market, the central bus station, making it a perfect location to explore the city with multiple event venues, a casual all-day restaurant, a sophisticated Chinese restaurant and a vibrant lounge for late night enjoyment.
Offering the largest room inventory with a total of 533 rooms and suites, the hotel is the preferred choice for business and leisure travelers seeking for first class facilities.
New World Saigon Hotel find their own pleasure in anticipating our guests’ needs, fulfilling their requests, and making a real connection so that they can relax and feel comfortable The hotel was designed to meet the needs and expectations of all their guests, whether they are traveling for business or pleasure It became their retreat, a place where they will find the convenience, privacy, comfort and care that makes every stay a pleasure and life look a little brighter.
New World Saigon was started construction on 21/11/1991 and grand opening on October 8, 1994, designed by Hong Kong architect TaoHo Right after the project was formed in 1989, the Saigon Inn hotel joint venture company (side Vietnam is Saigon Tourism Corporation, and the foreign side is Newworld Hotels.Ltd) has planned to build New World into a 5-star hotel.
INTRODUCE ABOUT THE FRONT OFFICE DEPARTMENT AT NEW WORLD SAIGON HOTEL
New World Saigon hotel is under the direct management of Rosewood Hotel Group.
Under the management of this famous corporation, the organizational structure ofNew World Saigon hotel is formed according to the inherent patterns and standards created by the management That structure is shown in detail and clearly through the model organizational structure as well as each specific part.
It was basically segmented into six divisions: finance, rooms, human resources, food and beverage, sales & marketing, and engineering as the attached organizational chart.
(Please see the attached file).
The hotel organizational structure is a comprehensive plan by a hotel owner to define departmental activities and responsibilities This structure brings order to every aspect of hotel operation from the front desk and room service to the human resources department Hotel organizational structures are necessary to ensure maximum profitability from each room, restaurant and bar on a daily basis
The executive level of a hotel usually consists of the hotel owner and the general manager The hotel owner sets the standards and policies of the hotel and delegates the implementation of these standards and policies to the general manager The general manager’s responsibility is to manage the hotel’s day-to-day activities and to oversee the functions of various departments such as food and beverage, laundry, and housekeeping.
Mid-level hotel managers are a tier below assistant managers, and usually include positions such as the front desk manager, food and beverage manager, sales manager, housekeeping manager, marketing manager, financial manager, and human resources manager.
The operational staff of a hotel includes all the people that work in the different hotel departments such as food and beverage; housekeeping; the front desk; the bar; and the restaurant
All the positions of directors of hotel departments, there are only 3 directors including the HR director, director of Engineering and the front office manager are Vietnamese, the rest are foreign director of Rosewood Hotel Group.
In general, the hotel operating under this organizational structure is reasonable because the hotel has a team of qualified managers as well as managers in high level, so the hotel will maximize these advantages It enhances employees' sense of responsibility in their work.
At the same time, the manager can reasonably control and administer the operation business activities of the entire hotel system operate smoothly and efficient
2.2 Personnel structure of the Front Office department:
Below is the organization of Front Office department at New World Saigon Hotel:
2.3 Functions and duties of the Front Office Department:
2.3.1 Business operation situation of Room Division from 2016 – 2018:
The revenue of Room Division of the year 2016 – 2018 shown as the chart below:
ROOM DIVISION REVENUE OF YEAR 2016 - 2018
Total revenue 2018 of the hotel's Room division reached USD16.143.492, there is an increase of USD2.411.197 over the same period last year.
OVERALL ASSESSMENT OF MOTIVATION AT NEW WORLD SAIGON HOTEL
3.1 Salary, bonus and remuneration policies at New World Saigon
44 hours/week 5 days work/week 2 day-off/week Meal break: 45 minutes/duty shift Night shift allowance: 30% of basic salary per duty
Annual leave: based on length of service (LOS) of valid contract:
1 year < LOS = 3 years : 12 days/year
> 3 years < LOS = 5 years: 14 days/year
> 5 years < LOS = 10 years: 18 days/year
Public holiday: 10 days per year as below:
1 day of New Year Day: 1 January
5 days of Lunar New Year
1 day of Hung King’s Anniversary: 10 March of Lunar Calendar
1 day of Victory Day: 30 April
1 day of International Labor Day: 1 May
1 day of National Day: 2 September
75% salary entitlement for sick leave day
30 days in a year: payment for social insurance