Because the room department is responsible for not only the customers' sleep but also their health, it should be the first place in the hotel where environmental activities are implement
History of establishment and developmeii: .- 5 5-2 222222222 csxes 7
Marriott established h1sfory L2 2222212111211 2 12112221 kk tr rưe, 7 1.1.2 General mmtroduction Renaissance Riverside Hotel Saigon
Figure 1 Marriott's hall of history.
John Willard Marriott and his wife Alice Sheets started Marnott on May 20, 1927, in Washington, USA A root beer bar with nine seats was the first thing Marriott established in Washington, DC The United States had a severe downturn from 1929 through 1932 While businesses were laying off workers, Marriott surprised everyone by deciding to grow and launching the Hot Shoppes restaurant chain, which was equally successful Later, John Willard Marriott looked into more modern commercial opportunities He operated a chain of 7 food and beverage establishments established in
1932, each with an entirely unique menu He rapidly established a business that specialized in in-flight catering in 1937 after sensing the need for food and drinks among passengers flying on recently established airlines In 1957, Marriott entered the hospitality industry in a momentous move The first motorized hotel in history opened in Arlington, Virginia, from 1957 to 1985, and was run by Bill Marriott, J Willard Marriott's son Over the following 25 years, Marnott developed into a diverse, international company, and Bill Marriott became its CEO, whose vision and leadership revolutionized the hospitality sector JW Marriott Jr was chosen to lead Marriott as its CEO in 1972 But then, J Willard Marriott, Sr passed away, and JW Marriott, Jr was elected Chairman of the Board of Directors in 1985 Marriott doubled its international presence after acquiring Renaissance Hotel Group in 1997 The group's goal for 2012 and beyond is to use technology and creativity to influence how people travel in the future From mobile check-in and Greatroom in the lobby to transforming the meeting experience with the Red Coat App Direct, make travel more brilliant for your guests The world's largest hotel firm, with 5,700+ properties and over 1.1 million rooms across 30 brands in over 110 countries, was created in 2016 after Marnott International purchased Starwood Hotels & Resorts Anthony Capuano (left) and Stephanie Linnartz (right) will take over as CEO and President, respectively, of Marriott International in 2021.
Figure 2 Anthony Capuano & Stephanie Linnartz
In 2022, Bill Marriott (left), who had served as executive chairman for more than
60 years, stepped down His son David Marriott was chosen to lead the board of directors in his place
Figure 3 Bill Marriott & Devid Marriott.
1.1.2 General introduction Renaissance Riverside Hotel Saigon
Figure 4 Renaissance Riverside Hotel Saigon
The original concept for a 12-floor, the 3-star hotel served as the foundation for the 1990 construction plan for the hotel in its current location However, investors discovered that this precious land is completely suitable and ideal for building a 5-star hotel, along with the advantage of the Saigon River landscape and convenience for visitors to walk into the city center, after conducting numerous surveys about geographic location, scale, and future potential From there, construction on the five-star Renaissance Riverside Saigon hotel began in 1993 and was finished in July 1999 It opened for business on October 14, 1999
Marriott International, Inn is the owner and manager of the Renaissance Riverside Saigon Hotel One of Marriott's most well-known international locations is Renaissance
In particular, there is only one Renaissance Riverside Hotel Saigon in Ho Chi Minh City This 21-story luxury hotel offers panoramic views of the Saigon River and the city in addition to a wide array of additional services.
Renaissance’s PoInts of saẽ€s St SH SH HH Hà He 10 in an -‹a
Renaissance located at 8-15 Ton Duc Thang Street, Renaissance Riverside Saigon is a 5-star hotel belonging to the Marriott International group with beautiful Saigon nver
10 views It takes only 30 minutes from Tan Son Nhat International Airport and is located close to famous tourist attractions, financial centers as well as shopping centers
Renaissance Riverside Hotel Saigon is in the top 5-star hotels m Ho Chi Minh City and was honored at the Vietnam Property Awards 2017 Renaissance Riverside Saigon has 336 luxury guest rooms and suites, along with two famous restaurants - Viet Kitchen and Kabin, which always offer a rich culinary experience from international to Chinese dishes, with fresh local ingredients RBar is located in the lobby with Atrrum Lounge on the 5th floor or the famous Rooftop Bar - Liquid Sky Bar, which is an outdoor swimming pool on the 21st floor with panoramic views of Saigon, a modern Spa and Gym always bring satisfaction to customers
With yellow and white tones, the hotel space gives visitors a feeling of closeness, warmth, and familiarity but still retains privacy All objects are arranged in a harmonious way that makes visitors have an impression at first sight
Blending artistic design with strong contrast, Renaissance Saigon’s hotel lobby impresses guests with more than several eye-catching features highlighted by a unique spiral staircase
With a design in the style of French Renaissance architecture, Renaissance Saigon Riverside Hotel focuses on sophisticated and unique lines and patterns that bring a sense of elegance and luxury The decorations are carefully cared for, bearing local characteristics such as paintings of young women in ao dai, “non la’, young rice pots, lotus, farmers, buffalo plowing fields, or fisherman netting fish The hotel's interior not only evokes closeness and intimacy in domestic tourists but also makes a strong 1Impression on foreign tourists, making Vietnam more beautiful in their eyes than ever It can be seen that the space and design style of the hotel is a great combination of the West (France) and the East (Vietnam), creating its own unique features that cannot be found anywhere else
As we can see, the Renaissance Saigon’s lobby subtly evokes intriguing aspects of Vietnamese culture The geodesic patterns covering the front desks are inspired by the traditional fishing nets used in villages along the coast, while the lamps on top of the
12 desks are modeled after the tangled power lines that once crisscrossed above Saigon’s busy streets The walls behind the desks call to mind the nation’s famous “ndn /a”
Figure 7 Viet kitchen e Viet Kitchen:
The restaurant space is arranged harmoniously, cozy but still private and intimate; The culinary arts of the cultures of the world as well as the characteristics of pure Vietnamese dishes of the three regions have been skillfully presented by the chefs of Viet Kitchen restaurant The extensive and typical a la carte menu will satisfy even the most demanding guests In addition, the buffet menu is diverse from European-style dishes to Asian dishes, fresh seafood is prepared in the style of street food very typical of Saigon but luxurious and responding to customers’ requests The design of the open kitchen space creates more connection and interaction between guests and kitchen staff Guests can see and feel the aroma and taste of the food while it is being prepared
These iconic “non id” are also featured on the walls of the sleek Viet Kitchen, alongside an abstract image of a bicycle loaded with market goods and Sapa’s terraced rice fields The restaurant’s logo itself incorporates traditional Déng Son drums, while
13 two large tapestries depict specific concrete walls from District 2 and District 5, bringing the country’s modern, colorful textures to more placid elements of the past While seated in the calm, cool interior that is arranged to resemble a neighborhood market, large street- level windows reveal the chaotic, motorbike-filled streets that consistently thrill those new to the city
Beyond presenting visual elements of Vietnam to guests, the Viet Kitchen restaurant allows people to learn about indigenous flavors Its menu highlights some of the country’s signature dishes, such as bdnh mi, bún cha, and pho, with detailed descriptions Large tables accommodate “family-style” sharing for visitors to have a chance to enjoy a meal the way Vietnamese typically do A core philosophy of the Renaissance, however, is independence - the freedom to decide what to explore and when
- so Vietnamese dishes are offered beside Japanese and Western meats and seafood which some travelers may be more familiar with e Kabin restaurant:
Kabin is known as one of the best Cantonese restaurants in Ho Chi Minh City, thanks to its long-standing tradition of perfectly prepared Cantonese dishes, from signature Dim Sums to premium seafood works, and impeccable service
It can be said that the rooftop swimming pool is the highlight of Renaissance Riverside Saigon With this design, visitors can soak in the water, relax and enjoy the pleasant breezes
Located in the hotel lobby is a design style of poetic European architecture Here, you can enjoy snacks, tea, coffee, or cakes On weekend evenings, Rbar becomes even more interesting when you enjoy delicious drinks, and the performances of professional bartenders while immersing m international and Vietnamese music presented by groups in the style of Acoustic, Funky
Every night at 6 pm, Rbar, located m the lobby, serves special punches made with local ingredients and Saigon craft beers Rather than familiar peanuts, the drinks come accompanied by bdnh trang - traditional rice paper crackers, staples in cities and rural villages across the nation for centuries When seated in the chic Rbar, guests will notice the colorful tiles depicting popular retro patterns used for trendy do dai worn in 1960s Saigon
Located on the Sth floor with classical architectural space and warm tones Atrium lobby with the signature feature is an open skylight to bring an exhibition of natural daylight into the hotel and decorative lanterns are dropped from the rooftop to the Atrium
16 lobby With a cozy, quiet, and separate space, this is the right place for all travelers, and businessmen to relax, and enjoy drinks, especially afternoon tea Atrium is like a peaceful oasis away from the hustle and bustle of the city This place is also a unique place suitable for parties with a capacity of up to 150 guests ¢ Liquid Sky Bar — Rooftop Bar:
Located on the 21st floor with an expansive view of the East bank of the beautiful Saigon River and a panoramic view of the bustling District 2 and District 7, the pool bar is the perfect place to enjoy the famous sights of the city Gentle during the day and vibrant at night, Liquid Sky Bar is a great venue for parties imbued with personal, corporate or commercial associations
Figure 12 Liquid Sky Bar — Rooftop Bar
Restaurant and LOUnỹe€: c c1 222121111111 1111251115111 19
> The hotel has a total of 2 restaurants and 3 lounges
Riverside Café Restaurant: a European-style restaurant with a light, simple but luxurious and cozy design Specializing in serving international buffet dishes (International Buffet) and ordering dishes according to Menu (Alacat), located on the ground floor of the restaurant, just a transparent glass panel from Ton Duc Thang street Visitors can both enjoy delicious food and watch people passing by
Kabin Flower Restaurant: the restaurant is designed and decorated according to the architecture
Impressive China, with private rooms suitable for family parties, entertaining guests The restaurant specializes in serving dishes with bold flavors of Cantonese, Chaozhou, Being Kabin Restaurant located in Ist floor of the hotel
>ằ Lobby Lounge: located in the lobby area, serving drinks, tea, coffee, cakes Atrium Lounge: located on the 5th floor This is the most impressive and special lobby because of its location in the middle of the skylight, which is the "atrium" of the hotel Quiet Atrium is a suitable place to work, meet friends and partners Evening is a paradise to enjoy the piano sound, sip a few glasses of wine Atrium mainly serves alcoholic beverages, from beer, spirits to elaborate and sophisticated cocktails Atrium, Lobby Lounge provides added services that make hotel products richer
Club Lounge: located on the 18th floor, this lobby specializes in serving free drinks for hotel VIP guests and quick check-in and check-out services Although not directly generating revenue, Club Lounge contributes to enhancing the service value for VIP guests, making guests feel really comfortable
The hotel has 2 areas for banquets and conferences
Mimosa — 19th floor: with a capacity of 30 guests, this is the room for important meetings and conferences
Me Linh 1, 2, 3 — Ist floor, opposite Hoa Kabin restaurant are 3 small meeting rooms with a capacity of over 30 guests each When needed, they can be combined into a large room for banquets with a capacity of up to more 150 guests, suitable for weddings, parties, birthdays
Health Club, also known as a health club, includes a gym with modern exercise machines, sauna, massage, nail care and a swimming pool on the 21st floor of the hotel
Guests staying at the hotel, Health Club also sell membership cards (Member cards) for customers wishing to exercise and take care of their health
The following services are also available: Babysitting, Concierge, Currency exchange, Car rental, Disabled facilities, Room service 24/24
| Financial Director F Meee HR Manager fone _ 4 Sales Manager Logistics Manager 1
Assistant Front ice Manager HR Assistant Kitchen Manager Restaurant Manager Assistant Sales Manager Purchase Manager
Executive Chef || Food Runner Reservation
Cashier Front Desk Agents Maintenance
Manager q Valet Parking Security Manager
The general manager is in charge of all the hotel's divisions, who makes the critical decisions for the hotel and oversees every department's performance
The general manager's nght hand person is the assistant general manager, who assists him in carrying out hotel governance When the general manager is not on site, the assistant manager makes all required decisions
The hotel's main character is the front desk From the time a reservation is made until the guest departs the hotel, it is responsible for all services
The hotel's housekeeping team is in charge of every room, and looks around the property for any stains to swiftly clean up before visitor’s notice
The food service division is in charge of preparing meals such as hi-tea, dinner, brunch, lunch, and drinks They are in charge of the food they prepare, its caliber, and quantity, as well as the cleanliness of the dishes
The food that they receive from the food production section is served by the F&B Service They control the time at which the food would be served
The maintenance of the hotel is handled by the engineering division, which also corrects any structural flaws that can offend visitors
The hotel's biggest player and the one that the entire operation depends on is the security division The hotel's security team keeps an eye out for any threats on the premises and offers protection to both workers and visitors
2 CHAPTER 2: ANALYZING CURRENT STATUS OF THE HOUSEKEEPING DEPARTMENT’S OPERATIONAL ACTIVITIES TO APPLY ENVIRONMENT FRIENDLY BUSINESS IN RENAISSANCE RIVERSIDE HOTEL
Housekeeping is known as the “heart of the hotel.” 'Housekeeping is an operational department in a hotel that is responsible for the cleanliness, maintenance, and aesthetic appealing environment for the guests, as well as the operational department in a hotel that is in charge of these activities in rooms, public areas, back areas, and the surrounding area’ according to another definition The housekeeping department serves as a support function in a hotel because it does not directly generate revenue In other words, housekeeping is responsible for ensuring that the guests' needs and preferences for comfort and security are fulfilled
The housekeeping department is an important link to work in collaboration and help connect different departments with each other, ensuring a fluid operation that provides customers with up-to-standard service
The Housekeeping department's most important role is to provide a clean, comfortable environment for guests Creating a relaxing and welcoming home-like environment to help customers make a good impression and have an unforgettable experience Furthermore, maintain a high level of cleanliness in all areas of the hotel Not only that, but it also achieves efficient room sales, such as the room being able to be sold repeatedly, as well as optimal room sales to obtain maximum profit
Housekeeping's responsible include: e Providing a clean, safe, and comfortable environment
23 ® Protecting and maintaining the cleanliness of the building and its surroundings ® To provide friendly and courteous service
Furthermore, housekeeping provides linen in rooms, restaurants, banquet halls, conference venues, health clubs, and so on, and keeps an inventory of the same It also fosters positive working relationships with other departments
Laundry Head Florist Floor Manager Public =8 Bác Uniform
Floor Supervisor perenne Linen Attendant
2.1.3 HK organization chart: ằ Executive Housekeeper:
The Executive Housekeepers have to report to the General Manager or the manager of the rooms division They are in charge of supervising and directing cleaning activities for hotel The specific duties include recruiting and training new staff, managing the budget and controlling costs, handling overall supervision of daily inspections of the guest room and cleanliness of the hotel, supervising room attendants and housekeeping staffs, ensuring the cleanliness of the hotel is up to standard, arranging
24 work schedules for staffs, providing a safe and healthy work environment to all staffs, protecting hotel property and reducing loss and damages
Secretary reports to the Executive housekeeper In hotel, the specific duty includes: responsible for the management of the cleaning, maintenance and repair of rooms, and support executive housekeeper in management, provide a list of available rooms, arrange staff training in the department, check out the VIP room and the OOO room
Linen and Uniform Supervisors report to the secretary The secretary reports to the linen and uniform supervisors The Linen Room Supervisor is in charge of all hotel bed linen, inspects and supplies fabrics for various parts of the hotel, and supervises the ironing and laundry of hotel fabrics The Uniform Supervisor is responsible for providing clean, serviceable uniforms for employees, controlling inventory of different uniforms at various stages of use, and setting a budget for uniform shopping and materials
Overview ofHousekeeping departmeri: 5 2c 2112222222 srrxes 23 PIN ˆ dd 23 2 Role and responsIble: c1 112221212112 1111111181111 1111181110111 1 1x 23
Housekeeping is known as the “heart of the hotel.” 'Housekeeping is an operational department in a hotel that is responsible for the cleanliness, maintenance, and aesthetic appealing environment for the guests, as well as the operational department in a hotel that is in charge of these activities in rooms, public areas, back areas, and the surrounding area’ according to another definition The housekeeping department serves as a support function in a hotel because it does not directly generate revenue In other words, housekeeping is responsible for ensuring that the guests' needs and preferences for comfort and security are fulfilled
The housekeeping department is an important link to work in collaboration and help connect different departments with each other, ensuring a fluid operation that provides customers with up-to-standard service
The Housekeeping department's most important role is to provide a clean, comfortable environment for guests Creating a relaxing and welcoming home-like environment to help customers make a good impression and have an unforgettable experience Furthermore, maintain a high level of cleanliness in all areas of the hotel Not only that, but it also achieves efficient room sales, such as the room being able to be sold repeatedly, as well as optimal room sales to obtain maximum profit
Housekeeping's responsible include: e Providing a clean, safe, and comfortable environment
23 ® Protecting and maintaining the cleanliness of the building and its surroundings ® To provide friendly and courteous service
Furthermore, housekeeping provides linen in rooms, restaurants, banquet halls, conference venues, health clubs, and so on, and keeps an inventory of the same It also fosters positive working relationships with other departments
Laundry Head Florist Floor Manager Public =8 Bác Uniform
Floor Supervisor perenne Linen Attendant
2.1.3 HK organization chart: ằ Executive Housekeeper:
The Executive Housekeepers have to report to the General Manager or the manager of the rooms division They are in charge of supervising and directing cleaning activities for hotel The specific duties include recruiting and training new staff, managing the budget and controlling costs, handling overall supervision of daily inspections of the guest room and cleanliness of the hotel, supervising room attendants and housekeeping staffs, ensuring the cleanliness of the hotel is up to standard, arranging
24 work schedules for staffs, providing a safe and healthy work environment to all staffs, protecting hotel property and reducing loss and damages
Secretary reports to the Executive housekeeper In hotel, the specific duty includes: responsible for the management of the cleaning, maintenance and repair of rooms, and support executive housekeeper in management, provide a list of available rooms, arrange staff training in the department, check out the VIP room and the OOO room
Linen and Uniform Supervisors report to the secretary The secretary reports to the linen and uniform supervisors The Linen Room Supervisor is in charge of all hotel bed linen, inspects and supplies fabrics for various parts of the hotel, and supervises the ironing and laundry of hotel fabrics The Uniform Supervisor is responsible for providing clean, serviceable uniforms for employees, controlling inventory of different uniforms at various stages of use, and setting a budget for uniform shopping and materials
Linen attendants report to the Supervisor Linen attendants are responsible for arranging bed sheets, pillowcases, towels, tablecloths, and napkins into multiple piles, ensuring that the sheets are clean, placing soiled fabrics in the container and washing them, checking and counting each fabric ttem when sending it to the laundry and returning it, and sending torn fabrics to tailor for repair
The laundry manager oversees the laundry, reports to the Director of Housekeeping, and is responsible for the overall operation of the laundry and dry cleaning unit They are well-versed in fabrics, chemicals, and laundry machines The specific duties include: weekly/monthly briefings with managers and staff to assign tasks,
25 assisting in the recruitment and selection of laundry personnel, recommending equipment, linen, and chemical purchasing needs to superior in budget preparation, scheduling preventive maintenance of laundry equipment and coordinating with the engineering department for any maintenance issues, attending and participating in in- service education classes, on-the-job training programs
Laundry Supervisor is responsible for laundry operations and support for laundry manager They must be knowledgeable about all aspects of laundry equipment, chemicals and fabrics
Make certain that there are enough table towels, napkins, sheets, pillows, pillow covers, towels, handkerchiefs for hotel activities such as restaurants, rooms, washes and irons in-house laundry items In addition, they do laundry for hotel guests
Head Florists report to the Secretary They supervise a team of gardeners who maintain the hotel's landscaped gardens and supply flowers from the gardens for flower arrangements in the hotels Flowers are primarily used to improve the aesthetic appeal of various hotel areas
Provide decorative flowers in conference and event rooms, as well as decorative flowers in hotel public areas, and be in charge of daily watering They are responsible to the horticulturist The Florist's responsibilities include: collecting fresh flowers from the gardener or the dealership, preparing different flower arrangements for different areas - hallways, offices, restaurants, living rooms, banquet halls, etc., treating cut flowers to keep them fresher longer, and being responsible for flower arranging types of equipment and accessories
The Floor Manager reports to the secretary They are accountable for the final state of the guestrooms on the floors assigned to them The specific duty entails issuing floor keys to room attendants, supervising cleaning on allotted floors and areas, including guestrooms, corridors, staircases, and floor pantries on allotted floors Inspection of cleaning in rooms and coordination of work on floors Supervise the transfer of soiled linen to the laundry and the acquisition of new linen from housekeeping Notify the security department of any safety or security hazards Prepare status reports on housekeeping, Inform the front office about the available rooms
The Floor Supervisor support floor manager in checking room status and in charge of schedule shifts, assign tasks and supervise all the rooms on the floor, ensure that all rooms are kept clean and qualified according to hotel standards