topic analyzing current status of activities to motivate housekeeping employees in pullman saigon centre

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION DEPARTMENT OF TOURISM BAI HOC TON DUC THANG TON DUC THANG UNIVERSITY FINAL REPORT HOUSEKEEPING MANAGEMENT TOPIC: ANALYZI

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION DEPARTMENT OF TOURISM

BAI HOC TON DUC THANG

TON DUC THANG UNIVERSITY

FINAL REPORT HOUSEKEEPING MANAGEMENT

TOPIC: ANALYZING CURRENT STATUS OF ACTIVITIES TO

MOTIVATE HOUSEKEEPING EMPLOYEES IN

PULLMAN SAIGON CENTRE

LECTURE: Ms BO NGOC QUYNH

HO CHI MINH CITY, APRIL 2023

EVALUATION FORM

TON DUC THANG UNIVERSITY FACULITY OF BUSINESS ADMINISTRATION

FINAL REPORT EVALUATION FORM HOUSEKEEPING MANAGEMENT ACADEMIC YEAR 2022-2023

mistakes; Clear wording not ambiguous

Chapter 2: Analyzing current status of the

activities, procedure in a hotel (3.0)

2.2 Analyzing current status of activities to motivate HK employees in hotel (3.0)

Day Month .,2022 Supervisor

INDEX

1.2 Field of business 12

CHAPTER 2: ANALYZING CURRENT STATUS OF THE HOUSEKEEPING DEPARTMENT'S OPERATIONAL ACTIVITIES, PROCEDURE IN PULLMAN

2.1.1 Overview 18

2.1.4 Operational activities in Housekeeping deparIm€nÍ - << «<< < «<< s 21 2.2 Analyzing current status of activities to motivate housekeeping employees in

Pullman Saigon Centre’s Logo

Achievements of Pullman Saigon Center hotel

The Pullman Saigon Center hotel's space

The reception hall

Mad Cow Wine & Grill

Food Connexion

Urbane Lounge

Pool Bar

Rooftop Bar

Superior 1 King Bed

Superior 2 Single Beds

Deluxe Room 1 King Bed

Deluxe Room 2 Single Beds

Executive Room 1 King Bed

Executive Suite 1 King Bed

Executive Suite 2 Single Beds

Pullman Signature Suite

Hotel’s Organizatinal chart

Housekeeping Organizational chart

Uniform of Houeskeeping department

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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

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

CHAPTER 1: OVERVIEW OF HOTEL 1.1 History of establishment and development

1.1.1 Pullman Saigon’s history of establishment

Accor Group

Accor Hotels is a famous French hotel group with its headquarters in the Immeuble Odyssey building in the 13th district of Paris The fairy tale of the Accor corporation began

in 1967 in Paris, France, when two men Paul Dubrule and Gérard Pélisson gave up their jobs

at the computer company to be creative, daring and the vision of two friends who have gradually built the Accor brand

In 1967, Paul Dubrule and Gérard Pélisson jointly founded SIEH - the first hotel and hotel management and investment company with the name Novotel, which was launched in the northern city of Lille in France

In 1980, the company SIEH completed the acquisition of the Sofitel hotel chain with

43 hotels

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 has more than 50 years of operation and development, owns and operates 5,100 hotels in 110 different countries with 260,000 employees around the world In addition, Accor Group also owns many famous hotel brands around the world such

as Sofitel Legend, Raffles Hotel & Resort, M Gallery, Pullman, Novotel or as affordable as

the Ibis system

Moreover, the Accor group has the largest number of luxury and mid-range hotels in Paris in particular and in France in general Accor Group always brings customers and partners the most professional services based on 50 years of experience and achievements that Accor Group has achieved

Pullman Hotels and Resorts

The Pullman Hotels and Resorts brand is named after its founder, George Pullman, a

railroad manufacturer based in Chicago in the 19th century In June 1990, Accor Corporation acquired shares of Pullman Hotels and Resorts brand In 1991, the Pullman Hotel was converted by Accor into a Sofitel Hotel In 1993, the Pullman Hotels and Resort brand was completely phased out of the hotel market In 2007, Accor Group completed the revival of the Pullman Hotel brand to a new level with the aim of serving customers and business people around the world

Pullman Saigon Centre

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

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Latitude: 10.7647359 - longitude: 106.6920772

Website: https://www.pullman-saigon-centre.com/

As of 2014, a series of five-star hotels were established in Vietnam with the appearance

of large investors, Accor Group decided to establish Hotel Pullman Saigon Center in Vietnam Established to cater to high-end clientele and compete with other big names in the hospitality industry

On January 8, 2014, Pullman Saigon Center Hotel was officially inaugurated in District

1, Ho Chi Minh City This is the first Pullman hotel in the city and the third in Vietnam invested by Saigontourist Travel and Tourism Corporation and Homeland Liberty Group Pullman Saigon consists of 03 basements and 30 floors with a system of 306 hotel rooms

Although, Pullman hotel was established in Vietnam, but has headquarter in France,

so Accor has recruited top management from other countries like France to key positions at Pullman Saigon Center to consistent with the strategies they have planned according to the international model, but the majority of employees are local workers from different regions

of Vietnam

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 image of the hotel can reflect the quality of service that the hotel provides to customers, the attitude of the staff is also extremely important in enhancing the image of the hotel in the eyes of customers Over the years, Pullman Hotel in Vietnam has received many valuable titles and awards, which proves the top service quality here

Some achievements of Pullman Saigon Center hotel such as Vietnam Tourism Award

2017 with the category of Top 10 5-star hotels in Vietnam in 2017; the 2020 Haute Grandeur Global Excellence Awards for Best Rooftop View Hotel on a Global level, Best Business

Hotel in Vietnam, Best Hotel Service in Vietnam

Location and design

Pullman Saigon Centre Hotel has chosen a very special location in Ho Chi Minh City

- District 1 Pullman Hotel consists of 306 rooms, with gentle, delicate architecture with a

sense of comfort and relaxation to guests, when they arrive at the hotel More than that, the hotel also provides convenient services for guests such as all-day dining restaurant, bar with panoramic views of the city center

Coming to Pullman hotel, guests can connect to free WiFi throughout the hotel In addition, there is a swimming pool, fitness center, spa, high-tech meeting room with a capacity

of 500 guests Pullman Saigon Center is the ideal choice for your travel or business to enjoy the bustle of the city

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Accomodation

Space: the hotel's space with different and outstanding beauites is designed with two main tones of gray and yellow, which will give visitors the feeling that they are coming to a peaceful place, along with the atmosphere Quiet time, suitable for a wonderful vacation When you enter the hotel, you will find all the items neatly arranged in the reception hall along with extremely convenient waiting chairs for guests In the quiet space of the hotel, guests can still watch the bustling and busy street outside

Design style: Pullman Hotel has very unique designs in different departments or departments, but the hotel focuses on emphasizing modern beauty, luxury and comfort The golden brown of the interior combined with the light gray of the floor and the creamy white

of the walls and ceiling, the brown accents of the chandelier create harmony for the rooms 1.2 Field of business

1.2.1 Accommodation

Pullman Saigon has 306 hotel rooms All rooms have floor-to-ceiling windows with

city views and cannot be opened There are 4O0inch LED TVs, tea, coffee, free WiFi, and 24-

hour room service Accordingly, there are the following room categories:

room comes with the comfortable Pullman

signature bed It features a 40inch LED

IPTV that can integrate with guests’ devices,

rain shower, tea & coffee amenities, 24-hour

room service and vibrant city views of the

room comes with the comfortable Pullman signature bed It features a 40inch LED IPTV that can integrate with guests’ devices,

rain shower, tea & coffee amenities, 24-hour

room service and vibrant city views of the

Enjoy great views from the higher

floors with this spacious room with 1 king

bed, bathtub with shower, espresso machine,

IPTV and free Wi-Fi Guests have access to

city city Moreover, It features a Illy coffee machine

machine, IPTV and free Wi-Fi Guests have

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Enjoy a unique experience in this cozy and

private room on floors 25-29 Guests can

enjoy breakfast, check-in and check-out,

soft drinks,

business services and use of meeting rooms

coffee, evening cocktails,

at the Executive Lounge on the 30th floor

Executive Room 2 Single Beds Size: 35 m?

Price: From 3.994.000d/night Maximum Occupancy: 3

Enjoy a unique experience in this cozy and private room on floors 25-29 Guests can enjoy breakfast, check-in and check-out,

soft drinks,

business services and use of meeting rooms

coffee, evening cocktails,

at the Executive Lounge on the 30th floor

Moreover, It features Kettle and Bathrobe

Located on the Executive floor, this

70-square-foot suite features a separate

living room, comfortable master bedroom

with great city views, 46-inch LED IPTV

and BOSE SoundDock II docking station

Moreover, It features Kettle

Executive Suite 2 Single Beds Size: 70 m?

Price: From 4.940.000 d/night Maximum Occupancy: 4

Located on the Executive floor, the

70 square meter room has a separate living room and master bedroom with stunning

views Includes all executive suite benefits,

a 46-inch LED IPTV and BOSE SoundDock

I socket Moreover, It features an Illy coffee machine

In addition to enjoying all the benefits

of the Executive Suite, guests at the Pullman

Signature Suite also enjoy a private bath

This elegant one-bedroom studio is perfect

for honeymooning couples and those who

Size: 160 m2 Maximum Occupancy: 4 The Presidential Suite encompasses 160 square meters of sheer opulence, presenting

a 180° dramatic city view from the 29th floor This suite has spacious living room, dining area and study room and master bedroom and a state of the art entertainment system amongst many other luxurious fitting and features The Presidential Suite is ideal

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for guests who require the utmost in luxury and privacy, and with the addition of sweeping views and attentive service

1.2.2 Restaurant & Bar

Mad Cow Wine & Grill, here guests can enjoy a delicious meal and see the vibrant Ho Chi Minh City from the 30th floor, along with a comfortable, stylish space by a budget pub

in the city town

Seating capacity: 75 seats — including 01 private rooms up to 10 guests

Food Connexion, \ocated in the 3rd floor, this buffet restaurant introduces Saigon’s freshest new breakfast experience and a unique circle grill concept in the live show kitchen

Connexion restaurant Opening hours for breakfast: 06:00-10:30 (weekends from 06:00- 11:00)

Urbane Lounge, feel the local atmosphere but escape from the rush of life at Urbane Lounge with postmodern soul food— classic comfort dishes from East to West, redefined by

Pullman and a widest selection of Vietnamese beers, eclectic tea and coffee menu

Serving Vietnamese Authentic Breakfast menu from 7:00 AM - 10:30 AM International menu with the Signature Pop-up Burger Bar from 11am — onwards Variety of stimulated cocktails from our energized bartenders

Seating capacity: inside ~45 guests; inside and outside ~75 guests

Pool Bar at Pullman Saigon Center Hotel gives you a great excuse to spend more time

in your swimsuit Open - air pool deck and bar with cool refreshments, cocktails and snacks available from 8:00AM to 8:00 PM daily

Rooftop Bar, located on the 31st floor , accessible via Mad Cow Wine & Grill on the 30th Floor, Rooftop Bar alluring you with one of the best views in Saigon as a perfect

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backdrop Vibrant meeting hub with stunning city view This is the highest hotel’s rooftop bar in town

1.2.3 Meeting

Ballroom, Pullman Saigon Centre’s Ballroom spans 420m2 with 4.2 metre-high

ceiling, plus a spacious pre-function area of 300m2, with a capacity up to 350 guests It is a state-of-art venue with a perfect combination of modular space, natural daylight, guaranteed Wi-Fi connectivity and contemporary design

Meeting Rooms, Pullman Saigon Centre’s meeting rooms of 60m2 each provide natural daylight as well as options for complete blackout and Wi-Fi connectivity The meeting rooms are flexible to cater small meetings of 20 guests up to 80 guests with 02 meeting rooms combined together

Board Room, Pullman Saigon Centre’s board Room 90m2 large executive style boardroom can serve 24 guests with natural daylight and provides the option of complete blackout This space can also be reconfigured for up to 60 guests and provides full Wi-Fi connectivity

1.2.4 Spa & Fitness

Swimming pool, outdoor swimming pools with lounge chairs for your family to grab

an ice cold drink, take a dip in the pool and spend a day in the Saigon sun Opening: 24/24

Spa, Encourage relaxation and regeneration with holistic treatments and natural therapies adapted to a variety of time-frames, lifestyles and needs Location: 6th floor and opening hours: 9am to 9pm, last order at 8:30pm

Fit Lounge, keep fit around the clock at the hotel’s 24-hour Fit Lounge and a Jacuzzi and a sauna are also available to help guests unwind Opening time: 24/24

1.3 Hotel's organizational chart

The details of the above diagram are as follows:

General Manager, organize and manage all related issues within the scope of their authority, manage finance, manage human resources, manage all business activities in the hotel Building business programs at the hotel, monitoring and supervising the execution of orders of all departments according to their assigned functions and tasks, directly managing

a number of other fields, especially the field of recruitment select staff Especially relations with local authorities and suppliers Legally responsible for the hotel's business operations Executive Assistant Manager, is the person who is responsible for supporting the director in running the hotel, implementing the work as assigned, directly participating in the

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management and operation of the service departments, revenue management, recruitment and training

Sale & Marketing Manager, develop and implement hotel brand promotion plans Negotiate, persuade and sign contracts with customers Proactively contact potential customers to introduce services Manage customer data, perform customer care tasks Design:

Banners, flyers, catalogs, profiles, brochures, etc Take photos, write articles about the

activities and services of the hotel and restaurant and regularly update them to customers Revenue Manager, the role of the Revenue Manager is to manage the number of rooms booked and always work with the sales and marketing departments to adjust the price and the number of rooms that should be booked with customers or travel agencies Review and sign contracts with room rates with 3rd parties

Human resources manager, responsible for the management, supervision and organization of the activities of the HR department Develop policies, regulations, regulations

on human resources, budget planning, human resources, recruitment, training according to the actual needs of the hotel

Chief Financial Officer, the main responsibility is to manage and supervise hotel

financial activities, advise the Board of Directors, assign, monitor and evaluate the

performance of employees, make reports to the Hotel Director and other agencies State agency

Director of Restaurant, responsible for the entire operation of the restaurant, from

staff management, asset management, merchandise, service standards management, table

management, and handling customer problems and complaints

Star Chef, responsible for operating and supervising all activities of the kitchen department Ensuring the quality of dishes served to diners, ensuring food hygiene and safety, ensuring food costs are maintained at the standard set by the hotel restaurant Inventory management in the kitchen Manage assigned tools, instruments and assets Participating in business activities, recruiting and training kitchen staff

Functional parts and relationships:

Front Office Department includes Reception, Call Center, Customer Relations, Club

InterContinental, Health Club, Office Service Center, Hotel Counter Coordinate rooms for

guests, do paperwork on arrival and pay when guests leave Information to coordinate with other departments in the hotel in organizing services such as catering services, accommodation services and other additional services And this is the place to receive the necessary information for the hotel's business and reflect it in a timely manner

Housekeeping Department includes Room Department, Laundry and Public Areas Daily cleaning and maintenance of bedroom areas Checking, preparing rooms, and at the same time serving in the room such as receiving laundry, ironing for guests, coordinating with the restaurant department to serve the dining needs in the living room, checking the minibars and reporting to the department reception to facilitate the payment that guests used during their stay at the hotel

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F&B Department includes Market 39 Restaurant, Yu Chu Restaurant, Basilico

Restaurant, The Library Lounge & Bar, Banquet Department, Room Service Need to contact the reception and room directly to receive information about guests’ dining Directly welcome guests and deliver orders to the kitchen department The restaurant staff is responsible for serving until the customer has finished eating

Kitchen department includes: Market 39 Kitchen, Yu Chu Kitchen, Basilico Kitchen,

Banquet Department Kitchen, Preliminary Kitchen, IC Kitchen, Grocery Department, Canteen.Provide guests with food and drinks according to the set menu Coordinating with other departments such as banquets and chambers in serving additional services with meals, checking food before processing, serving guests To be responsible to the Board of Directors for the organization and management of purchasing, processing and preserving food Engineering Department is responsible for repairing and maintaining equipment, inspecting and installing material and technical systems throughout the hotel, in charge of the technical facilities in the hotel such as: electricity, water the equipment The equipment installed in the hotel always works well to serve the guests

Security Department write down the personal papers of guests, ensure the safety of guests, have the responsibility of transporting and carrying luggage for guests, this department

is under the direct management of the hotel director

Human Resources Officer, the role of the hotel human resources department is to recruit, train, evaluate, organize labor and wages Helping the hotel operate stably and efficiently, ensuring revenue and profit

Sales & Marketing Department, the specific role is to bring accommodation and other services to the market through sound marketing activities and sales strategies In addition to marketing and sales functions, the Sales Department also acts as an advisor to the Board of Directors, assisting in debt collection and business association

Reservation Agents/ Associates, a place to manage room revenue, receive reservation modifications or cancellations, and summarize daily booking status

Financial Controller, in charge of all financial matters, financial planning or strategy Find capital and sources of funds for the hotel, manage revenue and expenditure, debt, control

bills, vouchers, monitor toll collection activities

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CHAPTER 2: ANALYZING CURRENT STATUS OF THE HOUSEKEEPING DEPARTMENT'S OPERATIONAL ACTIVITIES, PROCEDURE

IN PULLMAN SAIGON HOTEL 2.1 Overview of Housekeeping department

2.1.1 Overview

Housekeeping (HK) with the main task is to ensure that the quality of the bedrooms is always clean, hygienic and decent in accordance with the prescribed standards and one who does so is commonly known as Housekeeper In addition to keeping the bedroom clean, the housekeeping department is responsible for cleaning, maintaining, and maintaining the beauty

of other parts or departments Moreover, the public area, lobby area, front or back area of the hotel are also kept clean by the Housekeeping department to bring satisfaction to guests Housekeeping is responsible for ensuring the comfort and security of guests, as well as ensuring their comfort and security

Housekeeping department is considered the "heart" of the hotel and is an important department contributing about 60% to the total revenue of the hotel

The goal of housekeeping is always in the hotel, which is the desire to bring a comfortable and friendly atmosphere to customers, bring a sense of reliability when using the service at the hotel, ensure the services of guests used in accordance with standards of cleanliness and comfort Ensure high standards of cleanliness and general maintenance in all areas for which the department is responsible In addition, housekeeping always gives customers the most effective services to meet the needs of guests when coming to the hotel Housekeeping department plays an extremely important role in connecting with different departments with the aim of bringing the best value and services that customers need

In addition to the role of the "heart" of the hotel, the Housekeeping department also makes an important contribution to the sustainability of the hotel A property's reputation relies heavily

on the housekeeping department, which is an ancillary department

2.1.2 Role & Responsibilities

Role and responsibilities of Housekeeping department

Housekeeping department in hotel ensures the cleanliness, maintenance, and aesthetic appeal of all rooms and public areas The housekeeping department not only turnarounds (prepares and clean guestrooms) on a timely manner it also cleans and maintains everything

in the hotel so that the property is as fresh and attractive similar to the day when it opened the doors for the business Housekeeping ensures that the premises are always clean and beautiful before guests arrive and after guests check out The important task of housekeeping is to maintain the hotel room standards

Moreover, being responsible for the turnaround of the rooms in a timely manner, housekeepings primary communications are with the front desk/reception team Each room status is updated on a regular basis from the housekeeping to the front desk and vice versa

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With new technologies available a room status update can be done via the hotel software, telephone systems, housekeeping mobile applications etc

The role of housekeeping can change depending upon the type or category of the hotel, for example only in a luxury or full - service hotel evening or turndown services are offered

by the housekeeping department The housekeeping department is one of the major “Support Centre” in the hotel as it doesn't generate any major revenue for the hotel

Housekeeping is considered as a “back of the house” department even though they have some direct contact to the guests; like for example while cleaning rooms, picking up laundry, providing evening or turndown services etc

Role and responsibilities of other departmants in housekeeping department

Room Attendant, The main task of this department is to clean the living room, arrange the layout in the correct order according to regulations, check and contact the maintenance of the equipment in the room, and fully replenish enough supplies for the living room when needed

Laundry Department (including Laundry and Uniform), responsible for collecting items in the laundry room and washing guest clothes upon request, operating the guest laundry and changing laundry processes at all stores Department in the hotel, staff uniforms according

to the prescribed time limit

Floor/public area department (Public Area Attendant), responsible for sweeping, cleaning, and ensuring hygiene in the hallways, lobby, internal areas of employees in the hotel, living area General activities in the hotel are always clean

Housekeeping Officer, they are the people in charge of the administrative work related

to the papers and books of the Housekeeping department Including order staff, taker, secretaries,

2.1.3 Housekeeping organization chart

Housekeeping organizational chart provides a clear picture of the line of authority The housekeeping department in a large hotel or 5 Star Hotel is headed by the executive housekeeper Find below a standard housekeeping Organizational chart Also, the housekeeping structure changes as per the type of hotel and its operation methods, read more about the different type of housekeeping organizational chart

The details of the above diagram are as follows:

Executive Housekeeper, is responsible for all operations of the housekeeping department, from setting standards, coordinating activities, resolving guest complaints, recruiting and training personnel to maintaining overall service quality In addition, it provides a healthy and safe working environment for all hotel staff, supervises room service and room attendant, maintains high standards of cleanliness, and organizes work schedules employees, track defects and failures, organize, repair and schedule routine maintenance work, and ensure property damage is minimized

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Secretary, is responsible for making timesheets and conducting timekeeping for chamber department staff, reporting timekeeping data to the human resources department Carefully store the keys to the warehouse, function room, assigned to manage, deliver the keys to the relevant responsible staff Receive all calls to the department and provide necessary information as required Receive lost items in the hotel, store them in the right place, ensure safety with lost valuables

Assistant Executive Housekeeper, supporting Executive Housekeeper to effectively manage the department Conduct daily pre-shift briefings for staff on room status, number of arrivals and departures, special attention should be paid to functions / events event of the day.Communicate with the Housekeeping Department and other relevant departments regarding daily operations Handle guest requests politely and efficiently, report guest complaints or problems to supervisor if immediate solutions cannot be found, and ensure guest follow-up during wait times Establish and maintain good relationship with customers Linen and Uniform Supervisor, assign daily work schedules to employees, supervise employees’ work, ensure clean linen of different departments are arranged separately and cleanly, ensure hygiene and aesthetics of areas in the house of uniform and linen room Supervising the delivery and receipt of linen and uniforms Ensure employee delivery and receipt records are properly and accurately made Periodically coordinate with staff to inventory the quantity - quality of linen in the warehouse Proposing to superiors to buy new missing items of fabric and check the quality of newly imported linen

Head Florist, the head florist's responsibilities include processing flower shipments, pruning the flowers at periodic intervals, and arranging marketable bouquets and also furnishing clients with relevant flower - related information To ensure success as a florist, you should demonstrate accurate, updated knowledge about flowers’ nutritional requirements Invariably, a terrific florist will craft robust packaging solutions to avoid preventable breakages

Laundry manager, manage and supervise all activities of the laundry department Coordinate with HR department to plan the recruitment of new employees Understand the process and operating mechanism of all machines and equipment in the laundry room Responsible for the control and approval of all fabric supplies Ensure all linen items in the hotel must be laundered - clean, smooth according to hotel regulations and standards Establish regulations on the use of detergents when washing Periodically or irregularly coordinate with the technical department to inspect and repair or replace machinery and equipment

Laundry supervisor who is responsible for assigning work to laundry staff, managing laundry quality for employees and customers, managing laundry recipes, managing tools and chemicals, training new staff members They must have knowledge of all aspects of laundry equipment, chemicals and linen

Floor Supervisor, manage and operate cleaning activities on floors Supervise the activities of the Room attendant, support the Room Manager Assign work to employees

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Ensure the cleanliness of the living room area and corridors in the vicinity Check the room that guests are using and the room that has checked-out, taking care of the needs of the guests staying Follow the correct procedure for lost and found items Notify technical department about maintenance problems for quick and timely repair Comply with hotel security, fire protection issues, and ensure the health and safety of customers and colleagues

Public Area Supervisor, implement cleaning plan for conference rooms, meeting rooms, parties according to the assigned schedule Monitor employee work Regularly carry out inspection and supervision of properties in public areas of the hotel Timely detect damage, damage, loss and quickly report to superiors for handling Regularly check the operation of equipment and tools and assign staff to clean periodically Conduct standard work procedure training for new department employees Coordinating planning and organizing training programs to improve professional skills for employees

Room attendant, responsible for cleaning assigned rooms on time, in accordance with hotel standards Check if guests are using minibar items, room equipment has any problems when guests check out

Laundry attendant, responsible for receiving dirty items from departments in the hotel

or customers and checking the condition of clothes, napkins, tablecloths, cotton towels, bed

sheets before confirmation Classify the items to be washed, carefully check the labels, bags, buttons, etc of the guests’ clothes and uniforms before washing

Linen attendant, responsible for receiving, sorting, counting and storing laundered linens and uniforms in the warehouse Check the number of uniforms received with the quantity delivered to the laundromat In the book, the number of uniforms on the laundry side

is missing Conduct handover to departments and customers

Florist, responsible for planning the purchase of raw materials — checking quantity, quality Flower decoration according to hotel requirements and standards Check out vases placed in public areas

Gardener, responsible for planting and taking care of flowers - ornamental plants, vegetables and fruits Cleaning and maintaining garden tools and equipment

Public area attendant is responsible cleaning public areas under the direction of the department head Report statuses in public areas to the supervisor Clean, wipe all equipment and arrange containment, positioning before the end of the shift

2.1.4 Operational activities in Housekeeping department

2.1.4.1 Requirements for the room attendant

Appearance

General requirements: Neat, clean, bring proper care and ready-to-serve posture Detailed requirements:

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+ All hotel staff, including Housekeeping, must clean and deodorize their personal hygiene before starting their shift

+About uniforms: Wear in accordance with the department's uniform regulations - regularly washed - neat, straight clothes - not tarnished, yellowed or torn + About the nameplate: Neatly mounted on the left chest - the name is clearly printed for the opposite person to pronounce and read - not too blurry or scratched or chipped

+About the face: Women wear light makeup, not flamboyant - men shave cleanly, do not wear mustaches or chin beards - do not wear too much perfume

+ About jewelry: It is recommended not to bring valuable jewelry when working - if so, wear it moderately, unobtrusively, and cumbersomely, especially earrings for women

+ Regarding hair: Women must comb, tie and put their hair in a mesh bun to avoid hair loss in the living room when working - men have their hair cut high - do not dye too many colors or too prominent colors - wash their hair often

+ About hands and feet: Always keep clean - nails and toenails are cut short - regularly wash and disinfect after cleaning - women don't paint their nails too flashy/bold

+ About shoes, socks, hats (if any): Wear a type that fits your feet and is not too high, too worn out - always keep it clean - regularly washed, avoid causing odors or dirt

+ Before and after work: It is necessary to wash hands with antibacterial soap, dry hands with a clean towel; This job both prevents bacteria from spreading and ensures the quality of hygiene at work

Service attitude, communication, dealing with customers

General requirements: Polite and friendly to everyone, including superiors, colleagues and guests - always smiling, do not gather to chat or play in the area where guests

stay

Detailed requirements

+ Agile style, quick work operation and technical process + Love the job, see your rights and responsibilities in the department and in the profession

+ Serve all reasonable requests of guests, including unexpected requests - timely and professional service, do not let guests wait long or complain

+ Confident in communication, not stopped or shy - speak softly, clearly, calmly listen and politely respond to guests’ questions with the role of a waiter - in case of

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difficult guests and insulting words: must be tactful with a polite attitude, notify superiors if the matter is serious

+ Absolutely no discrimination when serving guests (class, skin color, nationality .)

+ When communicating: keep your eyes on the guest but don't stare, peek or look down at the ground/ at the ceiling - don't scratch your head, scratch your hands or pick your nose - don't gossip or point at guests

Know the hotel industry acronyms

The nature of the housekeeping department's job requires employees to be familiar with abbreviations in the hotel industry, because employees are the ones who have direct contact with the department and the hotel, so understanding the written words Shortcuts will help learners better understand the requirements and be able to fully fulfill the tasks assigned

by the department head

Uniforms must be neat and clean

Hotel room attendants are people who often interact with guests, so the uniform must always be neat and clean Despite having to operate continuously and be exposed to a lot of dirt, room attendant must always Keep their clothes free of odors, wrinkles or stains If there

is an incident of soiling on clothes during work, employees need to immediately change to another uniform To easily move during work as well as create a professional image, room attendant must wear shoes of appropriate material, not slippers or sandals

Keep the room key carefully

At the beginning of each shift, the room attendant will be assigned the keys to the rooms to be worked by the shift supervisor and the keys to the storage room for necessary items Room attendant need to carefully keep the room key, should not put it in the pocket because it is easy to drop when bending over to clean Employees should be kept in a fixed and suitable location on the trolley

Principles at work

After carrying out the necessary procedures before each shift, the room attendant must fully prepare and arrange the necessary items on the trolley neatly for convenience when working When knocking on the door of the living room, the staff must speak gently and politely During the cleaning process, the staff must turn off the room equipment according to the hotel's regulations; open windows to allow air to circulate; get permission before moving guest's personal items; Report to the supervisor when you see damaged items in the room, foreign objects or forgotten items of guests

Know how to handle emergency situations

Room attendants need to have the skills to handle emergency situations that happen to customers Sometimes encountering such situations in the process of working, employees must take the initiative to provide first aid directly to limit unfortunate things from happening

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Room attendant should equip themselves with knowledge and skills on artificial respiration, first aid for people with electric shock, how to reduce fever

Some work-related requirements

The candidate must possess a solid understanding of sanitation, HACCP, safety, and security standards The ability to move and maintain stamina is required The candidate must possess a solid understanding of sanitation, HACCP, safety, and security standards Professional attitude is required, self-reliance Excellent time management skills Good health Good communication skills, good organizational skills, good organizational skills Professional and polite Previous guest service and/or housekeeping experience Experience using industrial cleaning equipment and products; Ability to work with little or no supervision while meeting high-performance standards

2.1.4.2 Requirements for the laundry attendant

The laundry department is responsible for washing, drying and ironing all linen for the hotel from tablecloths, bed sheets, staff uniforms Every day, this department has to work continuously to make sure these linens are clean, smooth and ready when needed Laundry service is one of the indispensable services of the hotel This is one of the services that almost every tenant must use Therefore, the laundry department gives the hotel a significant source

of income, accounting for a high percentage of the hotel's total income

Laundry attendant must be in good health, the laundry department has a high intensity

of work because the number of laundry and ironing items in the hotel is relatively large Therefore, Hotel Laundry needs to have a good health to be able to adapt to the job Besides, working at the laundry department often has to be exposed to heat and cleaning chemicals; often have to carry and carry clothes People with poor health, unstable blood pressure will not be able to complete their work

Hard working and meticulous in work, the linen in the hotel is extremely diverse They are made from many different linen and therefore require different washing processes Besides, when washing clothes for tenants, especially high-class materials: silk, leather, need to be extremely meticulous to be able to both clean and not damage them Careful washing, ironing, inspection is required to ensure every detail is cleaned

Knowledge of linen, types of laundry equipment, this is one of the important conditions to become a good Laundry staff Understanding the properties of each linen will help laundry staff get the job done faster Don't worry about damaging or staining the fabric during washing In addition, if we have a basic understanding of the types of washing equipment: washing machines, industrial dryers, we can use them more usefully, easily recognizing problems during use, so which appropriate measures can be taken

2.1.4.3 Uniform of Housekeeping Department

Housekeeping is an important position for a 5 - star hotel Quality in terms of cleanliness for a large hotel always customers care a lot For the Pullman Saigon Centre Hotel, which is one of the most prominent luxury hotels in Ho Chi Minh City, along with a large

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number of rooms sold every night to guests, this shows that the work of an employee rooms will increase, as will the frequency of meeting customers Therefore, the room attendant owns uniforms with criteria such as spaciousness, comfort, good sweat absorption, and uniforms with extremely delicate design, combining It is a light color that does not make you feel uncomfortable when looking at it for too long This gives customers a great experience when coming to Pullman Saigon Centre Hotel with a comfortable stay, good service quality, good staff attitude and especially the professionalism of the staff appreciated through the uniform that the room attendant is wearing

2.1.4.4 Principles at work

Regulations on cleaning and hygiene, employees must follow certain standard cleaning steps, and must follow a sequence such as knocking on doors, opening curtains or windows, checking lost items and electrical equipment, collecting trash, cleaning Clean the

bed, dust, clean the glass, fill the utensils, vacuum to achieve the highest and most similar

room efficiency When cleaning equipment and utensils of different materials, use a suitable cleaner or polish to prevent damage Equipment, tools and cleaning supplies on the vehicle must always be neatly and separately arranged to avoid cross-contamination of bacteria to each other Personnel must adhere to the principles of structural safety, electrical safety and physical safety

Regulations on living room, open curtains or windows to ventilate the room, check electrical equipment and air conditioning before starting work Newly changed blankets, sheets and pillows must be ironed straight, while old blankets, sheets and pillows must not be placed on the floor and placed in a bag The room, window, glass, mirror must be dry and dust-free Items and equipment must be placed in their original position and clean with no

traces of dust or dirt All flushing oil, soap, hand sanitizer, and towels and face towels must

be changed daily to ensure hygiene

Regulations on gifts and tips, tips are usually placed under the pillow, next to the sink

or under the tea cup It is necessary to clearly distinguish money for tips and money for guests

to forget Employees must not suggest or force customers to get tips Provisions on professionalism Do not take the elevator with customers, but must use the internal elevator Respect the absolute privacy of hotel guests Employees must explain clearly their understanding when customers have questions, especially not to interrupt, argue or raise their voices with customers

2.1.4.5 Relationship of Housekeeping department with other departments Front Office department, the receptionist will notify the housekeeping department of the number of rooms When guests come to check-in, the receptionist will notify the room attendant to check the room During the stay, if there is a request to add an extra bed, change the bed sheet, run out of toothpaste, etc., the guest will notify the receptionist and they will report back to the housekeeping department to carry out the request If guests use additional

services such as: laundry, etc., the room attendant will collect the related bills and hand them

over to the front desk to do the payment procedures with the guests When guests check-out,

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the room attendant will check to see if the guest has used any services, has damaged equipment, or has forgotten something and reports it to the receptionist know After the guest has checked out, the room attendant will clean the room and notify the front desk that the room is ready to receive new guests

Food & Beverage department, when guests request Room service with the housekeeping department, the room attendant will notify the F&B department to serve the guests After guests finish eating in the room, if it's time to clean the room, the room attendant will notify the restaurant staff to come clean up The housekeeping department coordinates with the restaurant staff to periodically disinfect, kill rats and insects, etc in the F&B department

Engineering department, when detecting equipment such as: water heater, air conditioner, refrigerator in the living room or working tools are damaged, the head of the housekeeping shift will contact the technical department to send someone to check and repair, etc The hotel's technical staff is responsible for guiding the room attendant to use the machines and equipment in accordance with the technical standards

Purchasing department, when the equipment in the room department is missing, the

HK department will notify the purchasing department to buy Purchasing supplies and goods such as soap, linen, etc In addition, the Purchasing department will support the HK department to find other services outside the hotel at the request of the guest

Security department, the housekeeping department is responsible for monitoring the security situation in the guest area If detecting loss or problems that threaten to cause unsafety

in the hotel such as: guests fighting, guests organizing the use of ecstasy in the room, the room attendant must promptly notify the security department to handle it in time

Accounting department, the housekeeping department of the hotel will submit invoices for purchase and sale of goods for the minibar, equipment and supplies for work, etc

to the accounting department for this department to perform the reconciliation of documents and balances spend accordingly

Human resource department, onjunction with the HK department, recruits room attendant, laundry staff, HR department is responsible for making a list of employees to be rewarded, and supporting staff information for the other departments In addition, the HR department also organizes training for new employees and consolidates knowledge for all room attendant

Sales & Marketing department, to provide promotional products in guest rooms and other hotel spaces, the sales and marketing department and cleaning should work in harmony The sales and marketing division provides housekeeping with a breakdown of the annual occupancy prediction per month Due to this, housekeeping is able to plan its finances Ensuring that repeat business is attained by offering a degree of cleanliness and service that meets or exceeds guest expectations is another significant contribution made by the cleaning team to hotel sales

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2.2 Analyzing current status of activities to motivate housekeeping employees in Pullman Saigon Hotel

2.2.1 Motivation Theory

Motivation is the actions and practices of people in management positions in determining the course of action to motivate their employees (Burton 2012) Productive working practices by employees geared towards achieving a firm’s goals through workforce motivation is probably the most challenging yet important task of any management (Jang 2008) Motivating employees has been known to be not only challenging but also confusing

to managers (Geren n.d)

Theories of satisfaction (or need) of motivation focus on internal factors of the individual in order to increase consistency and behavioral orientation Motivational theories aimed at satisfying include: Maslow's hierarchy of needs, Alderfer's ERG theory, Herzberg's Motivator - Hygiene theory, and McClelland's doctrine of learning needs (or three needs) Maslow's hierarchy of needs, Abraham Maslow developed a hierarchy of needs, based

on the view that individual needs exist in a hierarchy from low to high: physical needs, the need for safety, the need for belonging, the need for respect, and the need for self-actualization (Abraham Maslow,1943) Physiological needs are the most basic needs such as the need for food, water, oxygen, and other necessities necessary for the survival of the individual Security needs include ensuring physical safety in the individual's environment, stability, and freedom from threatening fears Belongingness needs relate to the desire to make friends, be loved, and accepted in a given community Esteem needs are needs related to respect for oneself and others Ultimately, self-actualization needs correspond to the fulfillment of one's personal potential, exercise, and challenge one's creativity, generally becoming the best one can achieve Needless dissatisfaction drives human behavior, so low needs (such as physical and safety) must be met before access to higher-order needs can be reached

Alderfer's ERG Doctrine, The ERG theory extends from Maslow's hierarchy of needs, and Alderfer suggested that needs could be classified into 3 groups instead of 5 The three groups of needs are: survival, affiliation, and maturity Existence needs are similar to physical and safety needs according to Maslow's classification Relatedness needs include interpersonal relationships and are compared to the need to belong and respect according to Maslow’'s classification Growth needs are concerned with achieving the potential of the individual and it is as a combination of the need to respect and self-actualization as categorized by Maslow The ERG theory differs from the hierarchy of needs in that it holds that it is not necessary to satisfy lower-order needs in order to reach higher-order needs The ERG theory also holds that if an individual repeatedly fails to satisfy higher-order needs, the motivation will regress to choosing lower-order needs to be satisfied (Alderfer,1970) Herzberg's Motivator - Hygiene theory, Frederick Herzberg developed the motivator- hygiene theory This doctrine is closely related to Maslow's hierarchy of needs but is particularly applicable to the individual's motivations in the workplace Based on his research,

he suggests that meeting an individual's lower-order needs (hygiene) does not motivate a

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person to make an effort, but only prevents him from becoming dissatisfied Only when higher-order needs (motivators) are met are the individual motivated (Frederick Herzberg et

al,1959) For example, in the company, factors such as salary, bonus, benefits, insurance

Only ensure that workers are not dissatisfied, but do not encourage and motivate them to try

to work efficiently, increase productivity But when increasing the satisfaction of needs such as: encouragement, reward in front of the team, recognize talents, trust and delegate responsibility then employees will be more enthusiastic and loyal to that organization

McClelland's Academic Needs Doctrine, McClelland's theory of learning needs holds

that individuals learn needs from their culture The three basic needs in this theory are: the need for affiliation, the need for power, and the need for achievement The need for bonding

is the desire to establish social relationships with others The need for power expresses a desire

to control one’s own environment and influence others The need for achievement is the desire

to take responsibility, set challenging goals, and get recognition for one's own performance from people/communities/organizational leaders The gist of the learning needs theory is that when one of these needs becomes strong in an individual, it has the potential to motivate behavior that leads to satisfaction This theory is applied to help managers understand the levels that lead to one or more employee needs and evaluate how their work can be organized

to meet those needs (David McClelland,1961)

The process (or cognitive) theories of motivation focus on the conscious process for human decision-making as the explanation for motivation Progression theories are concerned with determining the ways in which individual behavior is energized, directed, and sustained specifically in self-directed cognitive processes and human willpower The process theories

of the main motivation include: Expectancy theory, Equity theory, the theory of goal-setting, and the theory of reinforcement

Expectancy theory

Vroom argues that an individual's choice of behavior is based on his or her belief that

it leads to results they perceive as valuable To make a decision on how much effort to put into performing work behavior, the individual usually considers:

« Anticipation, that is, the degree to which they believe that putting such an effort into it will lead to a certain degree of effectiveness

« Means, or the degree to which they believe a certain level of efficiency will lead to results or rewards

« Calculating value, which is the degree to which the expected results or rewards are attractive or not

All 3 of these expected factors will affect motivation on multiple levels, for a person

to be strongly motivated, all 3 components of the above predictive model must be strong And, if 1 of those 3 components is absent (e.g., means and values are high but the prediction

is completely absent), then the individual is also not motivated to work

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