Analyzing current status of the housekeeping department’s operational activities to apply environment friendly business in a hotel

VIETNAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION ĐẠI HỌC TÔN ĐỨC THẮNG FINAL REPORT 50% HOUSEKEEPING MANAGEMENT TOPIC: ANALYZING

VIETNAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY

FACULTY OF BUSINESS ADMINISTRATION

ĐẠI HỌC TÔN ĐỨC THẮNG FINAL REPORT 50%

HOUSEKEEPING MANAGEMENT

TOPIC:

ANALYZING CURRENT STATUS OF THE HOUSEKEEPING DEPARTMENT?’S OPERATIONAL ACTIVITIES TO APPLY ENVIRONMENT FRIENDLY BUSINESS IN A HOTEL

Supervisor name :DONGOC QUYNH Student name : GROUP S

Nguyen Tran Bao Ngoc 718H1716

Nguyen Ngoc Nhu Thuy 718H1772

Class : Saturday_Shift 3 Major : Hospitality Management

Ho Chi Minh City, April 2021

VIETNAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

DAI HOC TON ĐỨC THẮNG

ENVIRONMENT FRIENDLY BUSINESS IN A HOTEL

Supervisor name ;DONGOC QUYNH Student name : GROUP S

Nguyen Tran Bao Ngoc 718H1716 Nguyen Ngoc Nhu Thuy 718H1772

Class : Saturday_Shift 3 Major : Hospitality Management

Ho Chi Minh City, April 2021

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

KRAKKKAKAAKKAK

FINAL REPORT EVALUATION FORM HOUSEKEEPING MANAGEMENT ACADEMIC YEAR 2020-2021

1 GENERAL INFORMATION:

Title of final report: Analyzing current status of the housekeeping department’s

operational activities to apply environment friendly business in a hotel

As regulated the guidance (font, page number,

table of contents, tables, graphs., )

No spelling and typing mistakes; No reference

mistakes; Clear wording, not ambiguous

- Overview about environment problem

- The reason for choosing this topic

Chapter 1: Overview of hotel (1.5)

1.1 History of establishment and development

(0.5)

1.2 Field of business (0.5)

1.3 Hotel’s organizational chart (0.5)

Chapter 2: The current status of the

housekeeping department’s operayional

activities to apply environment friendly

business in a hotel

2.1 Overview of housekeeping department (1.0)

- Overview, role and responsibilities

- HK organization chart

- Operational activities in HK department

2.2 Analyzing current status of the housekeeping

department’s operational activities to apply

environment friendly business in a hotel (3.0)

Chapter 3: Evaluation & Recommendation 3.5

3.1 Evaluation (advantages &

Day Month Year 20

Supervisor

GROUP EVALUATION FORM Evaluator: Nguyen Ngoc Nhu Thuy

Recommendation Conclusion

Evaluation Recommendation

100%

100%

TABLE OF CONTENTS

CHAPTER 1: Overview of Hotel

1.1 Overview of hotel

1.2 Field of business

19

33 CHAPTER 2: The current status of the housekeeping department’s operayional activities to apply environment friendly business in Sheraton hotel 37

37

37

38 2.1.4 Operational activities in Housekeeping department 42 2.2 Analyzing current status of the housekeeping department’s operational activities to apply environment friendly business in Sheraton Hanoi Hotel 50

71

75

76

REFERENCES

INTRODUCTION

1 Overview about environment problem

We can not deny the fact that our environment is ever-changing However, as our environment changes, so does the need to become increasingly aware of the problems that surround it With a massive series of the hottest issues in recent years such as pollution, soil degradation, global warming, polar ice melt, depletion of natural resources, and much more This leads to disasters of sea-level rise, floods, and erratic weather occurring in many places and so on As we all know, the human factor plays a great influence on current environmental problems because the needs and benefits of life are increasing People need to be aware of the kinds of environmental problems our planet is facing We are in a state of planetary emergency, with environmental problems piling up high around us Unless we address the various issues prudently and seriously, we are surely doomed for disaster Current environmental problems also require urgent attention

In the world

Every year, about 7 million people worldwide die as a result of air pollution mainly from stroke, heart disease, chronic obstructive pulmonary disease, lung cancer, and acute respiratory infections The WHO report said that more than 80% of people living in urban areas suffer from air pollution with the dust quality in the air exceeding the permitted limit of WHO The low-income and middle-income countries suffer the highest levels of pollution, both indoors and outdoors

Not only air pollution, water pollution but also the marine environment is always

at an alarming level According to the information from the United Nations, in 2018, more than 80% of the world's wastewater discharged into the natural environment without treatment According to the information from National Geographic, in developing countries, 70% of industrial waste discharged into the aquatic environment without treatment has polluted the usable water supply Even in some underdeveloped countries, this figure goes up to 95%

In Viet Nam

According to Green ID, air pollution is serious in urban areas The Ministry of Natural Resources and Environment (MoNRE) reports that traffic activities cause about 70% of air pollution, particularly in Hanoi The World Bank estimates that about 90% of domestic wastewater in urban Vietnam is not treated before being discharged into the environment Currently, about 20% of households nationwide have to use contaminated water from lakes, ponds, and canals In addition, the amount of waste and plastic packaging brought to the landfill every week is always alarming In Hanoi and Ho Chi Minh alone, an average of 80 billion tons of plastic 1s produced each day

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đo ô nhiền (chiến 1/6 ca tử Ô NHIÊM 2/2: nay du doén se TANG THEM

Figure 1&2 Pollution alarming numbers

2 The reason for choosing this topic

Travel is always a passion, an endless source of passion for the vast majority of people This is considered a form to balance life, relieve stress after days and hours of work and study Of course, to travel to a place, whether far or near, everyone must find a convenient place to rest Along with working together to protect the environment of each individual, today's travelers are searching for and applying all possible items which can recycle and protect the environment The environment has been one of the most important factors that have been taken into consideration while traveling by many people over the years

The hospitality business is considered one of the potential smokeless industries The career opportunities of this industry in the future correspond to the growth potential of the industry Hotel managers around the world realize that doing well on environmental and social issues will bring benefits to the hospitality business, for the environment, and for the community, from saving energy to ensure the environment at the destination Therefore, it is important to pay attention to solutions to manage environmental problems

in the hospitality business Towards the goal of sustainable tourism development for accommodation, environmental protection is one of the tasks set in the current period The hotel tourism environment in a broad sense is "natural, socio-economic and human factors in which tourism activities exist and develop" Tourism activities have a

close relationship with the environment, exploiting the characteristics of the environment for development purposes and contributing to change the environmental characteristics The combination of providing comfort services, attentive care, and also contributing to preserving the green of the Earth helps the hotels and resorts attract more tourists not only domestically but also internationally

We choose Sheraton Ha Noi hotel to analyze this topic because Sheraton Ha Noi is the first hotel to complete the assessment and certification for environmental management ISO 14001: 2004, is one of the green hotels of Vietnam and the region (ISO 14000 is a set of environmental management standards issued by the International Organization for Standardization (ISO) to help organizations and businesses reduce their harmful environmental impacts and regularly improve their performance environmental impact.) Some awards and achievements about "green" hotel that this hotel has achieved Sheraton Hanoi Hotel was awarded the first prize in the Northern region in the third

"Energy-saving building” contest, organized by the Ministry of Industry and Trade in

2009 On January 9, at the competition "Energy management in industry and buildings" and "Energy-efficient buildings” organized by the Ministry of Industry and Trade, Sheraton Hanoi Hotel was honored to receive the First Prize for the category "Building Energy Efficiency Manager 2010” Sheraton Hanoi Hotel has been certified by the Vietnam National Administration of Tourism to achieve the criteria of the level 5 green Lotus eco-tourism label

CHAPTER 1: Overview of Hotel

Until 1932, he had a chain of 7 stores serving food and beverage with completely special menus In 1937, realizing the needs of passengers traveling on newly opened airlines, he seized the opportunity to quickly open a catering company on flights Then came government contracts for military cafes, and then deals to feed factories, including General Motors and Ford, that helped Marriott grow rapidly

A major turning point came in 1957 when the first Marriott hotel was opened At that time, Bill Marriott - son of John Willard Marriott started to participate in the family business It was Bill who saw the potential in the hotel business and suggested expansion With his bold decisions, Marriott's father and son have achieved success after success In

1967, when the hospitality sector dominated the business, Hot Shoppes Inc was renamed Marriott Corporation In 1969, Marriott opened its first international hotel in Acapulco, Mexico

The year 1980 marked the next turning pomt, the company realized that the road ahead would be narrowed if only peace of mind stopped at the segment of high-class hotels with full-service services Since then, John Marriott began to research the idea of building other rental models that include many rates for all social classes In 1984, the first JW Marriott branded hotel was born in Washington, DC, after its founder J Willard Marriott

Figure 1.1 First JW Marriott hotel

Marriott International was established in 1993 when Marriott Corporation split into two companies, Marriott International and Host Marriott Corporation In 1997, Marriott International acquired a 49% stake in The Ritz-Carlton This is a must-have brand and marks Marriott Group's new development As of now, The Ritz-Carlton has 81 branch hotels around the world

Figure 1.2 Ritz Carlton

After that, Marriott continuously launched hotels of different brands In 2004, the first Bulgari Hotels & Resorts opened in Milan, Italy In 2009, Marriott opened Autograph Collection, a luxury and luxury hotel brand In 2011, AC Hotels by Marriott was officially launched In 2016, Marriott International Group spent 12.2 billion dollars and officially acquired Starwood - a hotel group that owns such cult brands as Autograph Collection, Le Méridien, especially Sheraton, officially making Marriott become the world's largest hotel-resort chain with more than 5700 apartments, 1.1 million rooms and

a new portfolio of 30 brands

In 1968, ITT, a multinational conglomerate purchased the Sheraton chain which was later on named ITT Sheraton It was in 1992 that the company launched the ITT Sheraton Luxury Collection which was placed in Sheraton’s most exclusive hotels Aside from Luxury hotels, they also came up with a mid-scale hotel brand to replace the Sheraton Inns and they called it Four Pomts by Sheraton In 1998, ITT Sheraton was acquired by Starwood Hotels & Resorts Worldwide Inc and in 2016 was purchased by Marriott International, which has made Sheraton Hotels one of the largest hotels and resorts companies worldwide

Sheraton Hanoi Hotel was officially opened and put into operation on March 5,

2004, currently under the direct management of Marriot International Edging the shore

of Hanoi's West Lake, Sheraton Hanoi Hotel offers sweeping views of lush greenery and tranquil shores from many of its 299 rooms and suites Savor local Vietnamese cuisine or try contemporary European dishes from one of thei hotel's four inviting restaurants, lounge, and bar

Figure 1.3 The first hotel was named Sheraton springfield monarch place hotel Address: K5 Nghi Tam, 11 Xuan Dieu, Tay Ho Ward, Ha Noi Website: https://sheraton.marriott.com, https://www.marniott.com/hotels/travel/hanhs-sheraton- hanoi-hotel/

Since its establishment up to now, the hotel has been honored to receive many major awards such as: in 2005, The Guide Magazine won the first prize for the hotel with the most excellent services, the first prize in revenue And for 2 consecutive years, the hotel has been voted by the readers of Smart Asia Travel's Best In Travel Poll in the Top

10 and Top 15 hotel conference hotels in Asia And the Sheraton Hanoi hotel has won the Top Business Hotel Award in Vietnam for 5 consecutive years Along with that, the hotel

is honored to welcome many high-ranking foreign officials to visit Vietnam Up to now, the Sheraton Hanoi Hotel is increasingly asserting its position and becoming the first choice for tourists

Some achievements of Sheraton Hanoi Hotel

In 2005, won the first prize of The Guide Magazine's Best Service Hotel Award in revenue growth The Sheraton Hanoi Hotel has been placed at the honorable position of top 10 to 25 “Best Conference Hotels in Asia” which was created by the magazine Asia SmartTravel “Best in Travel Poll” held annually from 2006 to 2011 Sheraton is also

"Asia's leading event venue and the private residence of President Bush on the occasion

of coming to Vietnam to attend the APEC 2006 conference Sheraton Hanoi was awarded the top business hotel in Vietnam in 2007 and 2008 by the International Travel Association

On July 14, 2008, in Hanoi, TUV Rheinland - an appraisal and granted independent ISO certification, granted ISO 14001: 2004 certification on environmental management for Sheraton Hotel Hanoi Sheraton Hanoi won the first prize "Energy Management Building in 2010” Sheraton is the first "green" hotel in Vietnam

Sheraton Hanoi Hotel has won a prestigious award the title of “Vietnam’s Leading Business Hotel” for the fifth consecutive year at the World Travel Awards for the year

2011 The Sheraton Hanoi Hotel was among the winners of the 2020 Tripadvisor Travelers’ Choice Award in the hotel category The 25th "Best Global Hotel Chain" award voted by TGG magazine in 2014 — The Sheraton Hanoi hotel bakery team won the first prize in the contest "Vietnam Classic Pastry Cup - 2013" Chef Sheraton Hanoi received the best chef award in Asia The prestigious award The Hotelier Awards 2017 1.1.2 Sheraton Hanoi Hotel’s point of sales

Location near Ho Tay

Sheraton Hanoi Hotel is located on the banks of the poetic Ho Tay, amidst lush gardens and peaceful space, just 10 minutes from the city center and only 25 minutes drive from the airport The hotel overlooks great views of the city, the Red river and surrounding lakes, with a comfortable and pleasant by the lake

Figure 1.5 Sheraton Sweet Sleeper Bed

The ceiling of every room at Sheraton Hanoi has arrows pointing to the East, making it more convenient for Muslim guests to pray towards Kaaba (the house of God)

in Mecca, one of the three holy lands of Islam

Figure 1.6 Arrows pointing to the East The accessible room is a special type of room reserved for people with disabilities, the equipment is reasonably installed to create absolute safety

Sheraton Hanoi offers daily customer incentive programs for loyal customers of Starwood, which are SPG (Starwood Preferred Guests)

Swimming pool

Curving design with picturesque tones, Sheraton hotel swimming pools are the few swimming pools that show off their beauty when checking in on customers’ photos Sheraton hotel designed 2 swimming pools: an impressive winding design adult swimming pool, 25m in length, 1m2 - 1m4 depth, circular children's pool, depth of 0.4m

Figure 1.7 Swimming pool

The Ultimate Pizza Class

The customers will take part in the Ultimate Pizza Class, their pizza master will guide the children on how to make a perfectly fine, oven baked pizza While waiting for the pizza to be baked in the brick oven, their bartender will show the kids how to make special lemonade with a secret recipe This is definitely a memorable experience for the whole family

Figure 1.8 The Ultimate Pizza Class

1.2 Field of business

1.1.2.1 Accommodation

Sheraton Hanoi has a total of 299 hotel rooms, including 16 suites, which are stylish and friendly accommodations in Vietnam's Hanoi City The traditional décor, with Vietnamese and French colonial touches, is dazzling with sweeping views of West Lake from large convex windows Each hotel room has a high ceiling that adds a sense of spaciousness and invites guests to linger on a daily free local newspaper or a 32-inch flat- screen LCD TV with satellite channels

Each hotel room has many thoughtful highlights, including its own climate control system, tea, coffee maker, and a well-stocked minibar In your marble bathroom, le grand bain toiletries turn each visit into a spa-like paradise

Deluxe King

- Size: 37 square meters of living space

- Price: From 1,800,000 VND / night

- Price: From 1,800,000 VND / night

- Maximum Occupancy: 3

Located on the hotel’s lower floors, inviting Deluxe Rooms are tastefully appointed with traditional Vietnamese and French décor Floor-to-ceiling windows offer panoramic views of West Lake and the Red River, each casting a golden glow to the rich wood accents and neutral palette found throughout the interior

Figure 1.10 Deluxe Twin

Grand Deluxe King

- Size: 37 square meters of living space

- Price: From 2,160,000 VND / night

- Maximum Occupancy: 3

Figure 1.11 Grand Deluxe King

Grand Deluxe Twin

- Size: 37 square meters of living space

- Price: From 2,160,000 VND / night

- Maximum Occupancy: 3

Gaze out through the floor-to-ceiling windows of a Grand Deluxe Room to take in expansive Red River and West Lake views from one of our higher floors Inside, traditional Vietnamese and French décor weaves its way throughout the space

Figure 1.12 Grand Deluxe Twin

Sheraton Club King

- Size: 37 square meters of living space

- Price: From 2,465,000 VND / night

- Maximum occupancy: 3

Special Benefits: This room features club lounge access, complimentary Cocktails, complimentary non-alcoholic beverages, and complimentary pressing, 3 garments per night

Figure 1.13 Sheraton Club King

Sheraton Club Twin

- Size: 37 square meters of living space

- Price: From 2,465,000 VND / night

- Maximum occupancy: 3

Panoramic West Lake and Red River views bring a sense of subtle sophistication

to Sheraton Club Rooms Splashes of rich wood pop against a neutral palette of cream, beige, and gold Club Room guests also have special access to the Sheraton Club Lounge

A relaxing, upscale space, the Club Lounge offers complimentary breakfast, afternoon hors d’oeuvres, and a variety of beverage options Take advantage of the private Club Lounge, where you can connect with friends, meet with your team, or simply relax by catching your favourite TV show Special Benefits: This room features club lounge

access, complimentary Cocktails, complimentary non-alcoholic beverages, and complimentary pressing, 3 garments per night

Figure 1.14 Sheraton Club Twin Club

Executive Suite

- Size: 67 square meters of living space

- Price: From 4,000,000 VND / night

- Maximum occupancy: 3

Stretch out and relax in the expanse of a pleasingly appointed Executive Suite, featuring panoramic West Lake and Red River views from floor-to-ceiling windows Inside, traditional Vietnamese and French décor in a neutral palette of beige, cream, and gold is set aglow, perfectly balanced by the rich wood accents that weave their way throughout the space Special benefits: This room features club lounge access, complimentary Cocktails, complimentary non-alcoholic beverages, and complimentary pressing, 3 garments per night

Figure 1.15 Executive Suite

Ambassador Suite

- Size: 112 square meters of living space

- Price: From 7,200,000 VND / night

- Maximum occupancy: 4

Perfectly pleasing jewel tones bring style and sophistication to the cream-and-blue palette of our Ambassador Suites Each feature floor-to-ceiling windows that offer enchanting views of either West Lake or the Red River Enter through the distinguished foyer, perfect for greeting guests for a pre-dinner cocktail, the marble bathroom invites in views of both the lake and the river from a glass wall Special benefits: This room features club lounge access, complimentary cocktails, complimentary non-alcoholic beverages, and complimentary pressing, 3 garments per night

Figure 1.16 Ambassador Suite

Presidential Suite

- Size: 126 square meters of living space

- Price: From 11,200,000 VND / night

- Maximum occupancy: 4

Panoramic West Lake and Red River views greet guests from floor-to-ceiling windows and three private terraces stretching across the Presidential Suite A soothing colour palate of beige and gold is accented by rich wood and pops of turquoise The living room is elegantly appointed with two couches and a plush armchair Adjacent to the living room is a comfortable, stylish dining area for up to six guests Dine in with friends or family, or host an intimate dinner meeting The nearby powder room is a welcome convenience

Figure 1.17 Presidential Suite

Imperial Suite

- Size: 176 square meters of living space

- Maximum occupancy: 4

The stunning Imperial Suite’s traditional style pays homage to the city’s grandeur

A neutral palette of peach and white sets the stage for the vibrant pops of emerald found throughout Have a seat in the open and airy living room, which comprises elegant club- style chairs and three plush sofas, illuminated by natural light from oversized windows that offer panoramic West Lake and Red River views

Figure 1.18 Imperial Suite

1.1.2.2 Dining

Oven D'or Restaurant

One of Sheraton Hanoi Hotel’s most popular restaurants Upon entering their restaurant near Hanoi's Old Quarter, the modem and welcoming décor proves most appealing, setting the stage for the feast to come Two dining levels and a private dining room make it ideal for any event

Figure 1.19 Oven D'or Restaurant

The breakfast buffet includes croissants and a Vietnamese rice noodle (Pho) station, while the lunch buffet includes assorted sushi and pastries For dinner, sample the restaurant's foie gras and tamarind crab

Their famous Sunday Brunch—with a live cooking station—invites guests visiting Hanoi, Vietnam to indulge in an array of sweets from their patisserie or scrumptious items such as foie gras, lobster or lamb chops

On select holidays, live performances set a celebratory mood at our Hanoi hotel restaurant—visit the concierge for more information For private affairs in Vietnam, the restaurant houses a 40-person private dining room—advance reservations are required

Hemispheres Steak & Seafood Grill

Situated across from the fountain courtyard, Hemispheres Steak & Seafood Grill features a lovely balcony overlooking West Lake, the pool, and the garden of their Hanoi hotel Its tranquil views prove almost as tempting as its array of delectable dishes Each appetizer, entrée and dessert in their seafood meets steakhouse restaurant can be enjoyed outdoors or in their elegant interior Natural daylight illuminates this welcoming space, from the tufted chairs to the vaulted ceiling with impressive wooden beams An open kitchen showcases their chefs’ many talents at their restaurant in Hanoi

Figure 1.20 Hemispheres Steak & Seafood Gmill

Bar Déja Vu

Located on the ground floor of Sheraton Hanoi Hotel Here, customers not only enjoy premium drinks from wine, cocktails to draft beer, but also taste various tapas dishes with many attractive flavors The bar is open from 17:00 to 2:00 the next morning

Figure 1.21 Bar Déja Vu Lobby Lounge

The Sheraton Hanoi Hotel's Lobby Lounge - a place where guests can enjoy snacks, beverages plus the signature cocktails and a wide selection of "Wine of the World" or elegant afternoon tea served throughout the day Complimentary Wifi encourage you to work, enjoy, connect and relax in the warmth of the Hotel lobby

1.1.2.3 Conference and meeting facilities

Song Hong and Song Da Grand Ballrooms, each bring their own unique style to any event in Hanoi The pillarless Song Hong Grand Ballroom is the larger of the two venues,

it can accommodate up to 430 guests for a sit-down dinner or 600 for a reception Soaring ceilings lend an airy feel to the entire space The Song Da Ballroom invites the outside in with oversized windows overlooking the gardens, pool and West Lake of our hotel in Hanoi Natural light floods the easily flexible space Each event venue is divisible into three separate rooms for smaller events and boasts their own spacious foyer with a neutral color palette and rich wood accents

Figure 1.21 The Song Hong Grand Ballroom

1.1.2.4 Wedding and special occasions

With facilities for both indoor and outdoor weddings, the hotel’s nuptial packages include accommodations, food, and beverage, photography, floral arrangements, music and dance Honeymoon and dream pakages are available not only for newly-weds but for couples who wish to renew vows of love With a focus on Asian fusion, our venues offer

an outstanding buffet of Asian and Western culinary specialties, as well as a traditional Vietnamese menu and custom wedding packages

Figure 1.22 The wedding in Sheraton Hanoi

1.1.2.5 Recreation and leisure

Oasis Relax Center

The soft, golden glow against rich wood accents and crisp orange and white linens creates a serene spa ambiance for customer’s massage or treatment Settle in to one of their spa's five treatment rooms or adjacent private sauna Select from their menu of customisable massages, facials, body treatments, waxing and nail services as well as their spa's Heat Revival Therapy with hot stones

Hours of Operation: Mon- Sun: 09:00 AM - 11:00 PM

Figure 1.23 Oasis Relax Center

Fitness center

Located on the hotel’s ground floor, complimentary access to this expansive fitness centre is available from the pool area Enjoy pool views from the oversized window or gaze at the colorful garden while enjoying the renowned Life Fitness cardiovascular equipment, including treadmills, exercise bikes, and fitness steppers Each is equipped with a flat screen TV Complimentary headphones are available for personal use For those who prefer to work out with others, daily group classes are also available Yoga, aerobic, cardio, circuit traming, and stretching sessions offer something for everyone End customer’s workout with a visit to the sauna and Jacuzzi, available in both the men's and women’s locker rooms

Hours of Operation: 24 hours, 7 days a week

Figure 1.24 Fitness center

1.1.2.6 Shuttle service

Sheraton Hanoi Hotel is located only 25 minutes from Noi Bai International Airport (HAN) of Hanoi The hotel offers a variety of shuttle options including limousine, van and private car service, and taxis are also available for guests’ convenience

Upon arrival at the hotel, guests can take a shuttle or taxi to explore more of the city, or rent a car and private driver for a special excursion to any of Hanoi's favorite destinations or further A shuttle service to the city center is also provided through prior arrangement with the Reception

1.3 Hotel’s organization chart

General Manager

Assistant General Manager

Front Office ose eeP Food and resource Marketin Departme Departmen

6 Room Accountan

Sales

Club Floor attendant Public Kitchen Booking coordinat Sound and Light

or Switchboar d Laundry Banquet Relations Public

Chart 1.1 Sheraton Hanoi organization chart

Bellman Florist Steward

na

The person who manages and oversees all business activities, people as well as cooperative activities of the business The general manager's duties are to develop and implement strategies to drive hotel growth and increase profitability These strategies can

be about investment plans, business plans, product development plans, branding plans Furthermore, the implementation of strategies to ensure efficient financial and cost- effective for hotels Not only specific strategies, but the General Manager is also responsible for organizing the implementation of the directions given by the Board of Directors

Assistant General Manager

There are other positions such as assistant director, administrative director, secretary office of the general manager, private secretary-general director All these positions are located in the office department of General Manager However, the specific functions and duties associated with the responsibilities of each person in different positions must be clearly defined and specific

Front Office department

The first place that the customers communicate and contact to This is the central operation part of the entire hotel and the contact point between customers and the hotel Serving guests from the time the guest booking the room until the checkout guest leaves the hotel Therefore, the Front Office department is considered the face represents the professional image of the hotel service

Housekeeping department

The Housekeeping department has a large management object, with a large proportion of skilled workers Revenue accounts for the largest proportion of the total

revenue of the entire hotel The main jobs include cleaning and maintaining all rooms, meeting rooms Moreover, ensuring the provision of laundry services, rental of utensils, maintenance of public areas The management goal in this department is to serve guests according to the ranking standards of the hotel Ensuring perfect, standard services make customers feel comfortable, convenient, sanitary, and safe This leaves an impression on guests and can build their loyalty to the hotel

Food and Beverage department

This is one of the big and important departments of the hotel Revenue accounts for the second largest proportion of total hotel revenue The function of this department is

to serve the best dishes and drinks according to the wishes of customers Creating dishes that are both delicious and beautiful, food-safe, and at an affordable price Besides, serving guests enthusiastically with a civilized, polite, and hospitable attitude, creating a comfortable atmosphere, making guests feel at home

Technical department

Responsible for the operation and maintenance of all hotel facilities, including electrical, mechanical, heating, air-conditioning, pumping, minor repairs, and equipment remodeling

Human resource department

This department is not dependent on customers, not related to business, but it plays an important role for the hotel to operate effectively The human resources department is divided into three smaller functional divisions: staff recruitment, training, and welfare management The main functions include recruiting, training, evaluating performance, motivating employees, internal communications, occupational safety, and

more

Sales and Marketing department

The Sales and Marketing department in the hotel plays an important role It is the bridge between the customer and the hotel If this department is operating well, the hotel will be more crowded, revenue will increase, from which the hotel will survive and develop

The main function of the Sales department is to find new potential customers Building and developing good relationships with old customers Support, consultation, care and convince for the customers to use the service The main function of the Marketing department is to promote the image and services that the hotel has They also focus on researching the market to narrow potential customers, then planning short and long-term advertising Besides, it is also necessary to take photos, write advertisements to attract the attention of the viewers Update the latest market trends after that choosing the most suitable advertising plans Conducting online marketing like apply advertising on OTA sites such as booking, traveloka, or through social networking sites Besides, they must also take care of customers by responding to comments and advice to customers At the same time, to propose ideas to overcome the hotel's weaknesses to superiors

CHAPTER 2: The current status of the housekeeping department’s operayional activities to apply environment friendly business in Sheraton hotel

2.1 Overview of Housekeeping department

2.1.1, Overview

Housekeeping may be defined as the ‘provision of a clean, comfortable, safe, and aesthetically appealing environment’ By another definition, ‘housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public area, back area, and surroundings’ The Housekeeping department is responsible for both the front of the hotel and the back of the hotel In the word, it is the housekeeping task to ensure the guest's needs and preferences for comfort and security are fulfilled

The objectives of Housekeeping includes:

- ‘To provide a clean, safe and comfortable environment

- ‘To protect and maintain the cleanliness of the building and surrounding

- To confirm the sanitation requirement of the health law

- To extend fnendly and courteous service

The housekeeping department is an important link to work in co-operation and help connect different departments with each other, ensuring fluid operation providing up-to- standard service to customers

Overall, the Housekeeping department is not only “the heart”, but also affects the sustainable development of the hotel Housekeeping, thus, is an ancillary department that contributes in a big way towards the overall reputation of a property

2.1.2 Role & Responsibilities

The most important role of the Housekeeping department is to provide a clean, comfortable environment for the guests, so as to create a “home away from home” Providing a relaxing and welcoming home-like space to help customers have a good

impression and an unforgettable experience Besides, ensure a high standard of cleanliness in all areas of the hotel Not only that, but it also achieves the efficient sale of the rooms such as the room can be sold over and over again, optimal room sales to obtain maximum profit

Housekeeping provides a clean interior to upgrade room sales because increasing the hotel revenue if they are cleaned properly and well maintained by the housekeeping department The sale of rooms constitutes a minimum of 50 percent of these sales They also protect the owner’s investment by maintaining the life expectancy of all interior design in the premise, developing effective cleaning practices, and training housekeeping staff to do the cleaning job to meet this mission

Besides, the housekeeping provides linen in rooms, restaurants, banquet hall, conference venues, health clubs, and so on, as well as maintain an inventory for the same

It also establishes a good working relationship with other departments

2.1.3 Housekeeping Organization chart

Figure 2.1 Housekeeping organization chart

Executive housekeeper

The Executive Housekeepers have to reports to the General Manager or the Resident Manager or the rooms division manager They are in charge of overseeing and directing the cleaning activities for a business or hotel The specific duty includes recruit and traming new staff, manage budget and control cost, handle overall supervision of daily inspections of the guest room and cleanliness of the hotel, supervise room attendants and housekeeping staffs, ensure the cleanliness of the hotel up to standard, arrange work schedule for staffs, provide a healthy and safe working environment to all

of the staffs, protect hotel property and reduce loss and damages, checking the faults and damages, arrange, repair and routine maintenance work

Secretary

Housekeeping Secretary provides the Team with administrative support, including filing, answering telephones, taking messages, maintaining appointment calendar, making travel arrangements, internal customer service, and other general office duties

Assistant Executive Housekeeper

Assistant executive housekeeper reports to the Executive housekeeper In large hotels, the responsibilities of floors, public areas are divided among assistant housekeepers The specific duty includes: responsible for the management of the cleaning, maintenance and repair of rooms, responsible for the hotel bedlinen and inspecting the distribution of the bed linens to the room service staff, check out all cleaning supplies and check them regularly, Provide a list of available rooms, arrange staff training in the department, check out the VIP room and the OOO room

Linen and Uniform Supervisor

Linen and Uniform Supervisors report to the assistant housekeeper The Linen Room Supervisor is responsible for the entire hotel bed linen, inspects and supplies fabrics for various parts of the hotel, and oversees the ironing and laundry of the hotel fabrics The Uniform Supervisor is responsible for providing clean, serviceable uniforms