Final report resort and recreation management resort’s products and services development issues in covid 19 pandemic & webinars report

CHAPTER 1: MOVENPICK RESORT CAM RANB’S PRODUCTS AND SERVICES DEVELOPMENT ISSUES IN COVID-19 PANDEMIC 1.1 General information of Movenpick Resort Cam Ranh 1.1.1 History of establishment a

VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

DAI HOC TON ĐỨC THẮNG TON DUC THANG UNIVERSITY

FINAL REPORT RESORT AND RECREATION MANAGEMENT

RESORT’S PRODUCTS AND SERVICES DEVELOPMENT ISSUES IN COVID-19 PANDEMIC & WEBINARS REPORT

Supervisor name : MBA NGUYEN QUOC LOC Student name : GROUP 5 - BAMBOO

1 Khương Gia Bao 718H1593

2 Nguyên Ngọc Như Thuý 718H1772

3 Sơn Hà Mỹ Tú 718H1800

4 Trịnh Như Tâm 718H0752

5 Trần Khoa Quỳnh Như 718H0182

6 Ngô Thê Đạt 718H1609

7 Tran Ngoc Qui 718H1746

Class : Monday Shift 3, 4 Major : Hospitality

Ho Chi Minh city, August 2021

+ As regulated by the guidance (font, page

number, table of contents, tables, graphs, )

+ No spelling and typing mistakes; No reference

mistakes; Clear wording, not ambiguous

0.5 0.5

CHAPTER 1: RESORT’S PRODUCTS AND

SERVICES DEVELOPMENT ISSUES IN

COVID-19 PANDEMIC

- General information of .resort (History of

establishment and development) — 0.5

- Field of business — 0.5

- Analyze all resort’s products & service planning

and development in Covid-19 pandemic (SWOT

analysis) — 1.0

- Recommendations and solutions — 1.0

3.0

CHAPTER 2: WEBINAR TOPIC 1: HUMAN

RESOURCES MANAGEMNET ISSUES

- General information of resort (History of

establishment and development) — 0.5

- Resort’s organizational struture — 0.5

- Analyze human resources management issues in

resort (SWOT analysis) — 1.0 2.5

- Recommendations and solutions — 0.5

CHAPTER 3: WEBINAR TOPIC 2:

RECREATIONS MANAGEMENT ISSUES

- General information of .resort (History of

establishment and development) — 0.5

- Resort’s organizational struture/ Field of 2.5

business — 0.5

- Analyze recreations management issues in

resort (SWOT analysis) — 1.0

- Recommendations and solutions — 0.5

Marks: (rounded to 1 decimal digits)

Day 10 Month 8 Year 2021

Supervisor

GROUP EVALUATION FORM:

Evaluator: Khương Gia Bảo

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13 Analyze all resort’s products & service planning and development in Covid-19 DQH(IHC 4à nh nà Tà HH HH 17

KP :-:säạg HH 18 I9 na 18

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2.2.5 Food and Beverage - L 0 0002010101 1101 111111111111 1111111 1111111111111 111 ta 26

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PT Na 28 2.4 Recormmendations and SOlHÍÏOfN cv ch nhà nhà nhà hà nhà hà nh Hà nh hàng cau 28

CHAPTER 3: RECREATIONS MANAGEMENT ISSUES OF ALMA RESORT 30

3.1 HistorV 0ƒ establishmert and deVelODIHGH chà hành nh Hành nau 30 3.1.1 Vĩnh Thien Duong Tourist Area Limited Liability Company 30 3.1.2 ALMA Resort Cam Ranh - c2 2221211211121 151111 18111111111 11811011111 c1 HH 30 3.2 Field 0n nh hố hố he 3 3.3 Analze recreafions mmanagernerf issues HH ÁLÀ T€SOFL ccccoccennhhhnhiren 33 EKENN 0-4 33 3.3.2 Weakness 34 3.3.3 OPOTẨUTIEI€S Q02 0020112011201 121111111111 111111111111 011 111 H1 H1 kg HH 35 cm 36 3.4 Recommendation ANd SỌHÍOT Là nh ng ng nh ng nành nh nh rau 36 3.4.1 RecommendatIonn : c1 2221211221151 121 1111181121211 181 11111111 1 011111111 1 Hy 36

INTRODUCTION The resort is often built in the direction of blending into nature, with gardens, hills, with wide space and landscape, airy, green and limited construction density, far from residential areas Many resorts often focus on ancient architectures to bring guests closer to nature, away from the noise of urban life such as arranging old houses with tiled roofs; brick wall; columns and trusses are wooden and dark in color, with an ancient and natural look However, the system of rooms inside the resort is designed into separate apartments, with modern and comfortable equipment Resort differs from normal accommodation facilities

by a system of continuous and integrated services, not only meeting the resort's needs but also developing customer services such as seminars, conferences, and services entertainment, health care, beauty, sports exercise Therefore, has the ability to attract many types of guests and prolong their stay

In Vietnam, with the advantage of over 3,000 km of beach length, a diverse culture and stability in politics and security, marine tourism is always a strength of Vietnam tourism Therefore, in recent years, the number of international visitors to Vietnam is high, while domestic tourists have increased demand for relaxation and entertainment, which has brought a series of great hopes for the business industry Vietnam resort On the Bangkok Post, author Danross warns Thai resort operators in particular and Asia in general: "Resort Vietnam will be a formidable opponent for ASEAN countries" As Danross writes these lines, Vietnam is also at a boom in resost building

Vietnam is one of the countries with the most developed resorts in Southeast Asia Particularly in Da Nang, as of mid-2016, the city has over 535 hotels and resorts with about 20,166 rooms, including 35 hotels in the 4-5 stars block with about 6084 rooms Tourist accommodation establishments in mid-2016 increased 45 establishments compared to

2015 This shows the fever of tourism infrastructure in this leading coastal city of Vietnam After Da Nang is Nha Trang - Khanh Hoa In the first 9 months of 2016, there were about

30 projects with 7,000 real estate products in Nha Trang introduced, of which 70% were resort apartments In addition, areas such as Sam Son (Thanh Hoa), Ha Long (Quang Ninh), Cat Ba (Hai Phong), Ninh Binh, Nghe An, Ha Tinh, Hoi An, Binh Dinh, Binh Thuan, Phu Quoc also is the convergence of a series of resorts from mid-range to high-end The unpredictable situation of the Covid-19 pandemic has dealt a strong blow to Vietnam's tourism industry Transform the tourism industry from the most stable growth to the most affected Most hotels and resorts, large or small, are struggling to maintain their business

by turning them into quarantine zones for a fee This solution will help businesses maintain their business operations and reduce the risk of cost issues

CHAPTER 1: MOVENPICK RESORT CAM RANB’S PRODUCTS AND SERVICES DEVELOPMENT ISSUES IN COVID-19 PANDEMIC

1.1 General information of Movenpick Resort Cam Ranh

1.1.1 History of establishment and development

When Swiss hotelier, the late Ueli Prager, founded the Mévenpick brand in 1948, he redefined the European restaurant scene and paved the way for a new style of modern hospitality, conceived on a simple premise: ‘doing normal things in an extraordinary manner’ A visionary of his time, Prager created a restaurant concept based on simplicity, innovation, commitment to service and a passion for culinary and hospitality excellence, and the rest, as they say, is history

1948 (Where Everything Begun): Mévenpick’s first restaurant opens Zurich, Switzerland

1950 (The Right Idea at The Right Time): Several Movenpick restaurants open across Switzerland

1962 (60 years of wine experience): The first Mévenpick Wein (Movenpick Wine)

store opens

1963 (first branded goods): Mévenpick Coffee launches, the start of Mévenpick Fine Foods business

1968 (a passion for the extraordinary): Mévenpick Ice Cream launches

1973 (a new style of modern hospitality): Mévenpick Hotels & Resorts established

— 2 hotels open near Zurich, Switzerland

1976 (international expansion begins): The first international Mévenpick hotel opens in Cairo, Egypt

1980 (the expansion continues): The brand debuts in Germany with new hotels

1996 (the company debuts in jordan): The first Middle East property opens in Jordan

2001 - 2003 (succesful middle east expansion): First hotels in the Gulf: UAE, Saudi Arabia and Qatar

2006 (movenpick reaches asia): First hotel in the Far East — Thailand

2017 (commitment to sustainable practices): M6venpick becomes the most Green- Globe-certified hotel company in the world

2018 (prager’s legacy lives on): The Mévenpick Group marks its 70th anniversary

2018 (movenpick takes flight with accorhotels): Mévenpick takes flight with AccorHotels, a world-leading travel & lifestyle group and digital innovator Moévenpick's signature Brand, available at every hotel and resort globally, aims to deliver the ultimate 'Mévenpick' experience And a Mévenpick resort saying is 'we make the moment’ This saying is subtly expressed through features such as:

Healthy Shot

Chocolate Hour

Mévenpick product

e Wifi everywhere

e Web check-in

1.1.2 Overview of Mévenpick Resort Cam Ranh

With the investor being Eurowindow Holding and starting construction in mid-2016 After

3 years of construction, on December 7, 2019, the Mévenpick Cam Ranh project was officially opened The project is operated by Movenpick Hotel (under ACCOR) - TOP 3 largest hotel business groups in the world

Located in the center of Bai Dai, Cam Ranh, Khanh Hoa - which is considered as a "golden land" for developing resort tourism in the future thanks to synchronous planning, Moévenpick Cam Ranh not only ensures factors It is beautiful, classy, comfortable, but also ensures the factor of potential for resort tourism development here With a convenient location, about 10 minutes from Cam Ranh International Airport and 30 minutes from the center of Nha Trang City by Taxi Movenpick Resort Cam Ranh is one of the special highlights in the chain of resorts and hotels of this brand in Vietnam

The project consists of 3 main construction items: villa, condotel and hotel Villas with 118 units located right next to the beach are open for sale The condotel area consists of 1 building of 132 units, a hotel building with 250 hotel rooms of 5-star standard Green space with many trees, swimming pool, and lake is the highlight that makes up the overall beauty

of Movenpick resorts

With a convenient location and built on an area of 24 hectares, Movenpick Resort Cam Ranh provides guests with a full range of facilities and services from basic things such as accommodation, restaurant to entertainment services from standard to luxury

In the complicated and unpredictable situation of covid-19, Mévenpick Resort Cam Ranh was used as an isolation area for international guests This is an isolation place for investors, experts, business managers, and technical workers entering through Cam Ranh International Airport during the current epidemic

Service:

“* Rooms at the resort with private accommodation services, ensuring compliance with the requirements of the Ministry of Health;

e Full registration service and process support;

e Full service of 3 breakfasts, lunches and dinners/day in the room with nutritious dishes (only on the last day, only breakfast is served);

e Provide standard drinking water every day;

e Support to register for covid tests;

e Room price does not include tax & service charge

In addition, according to the regulations of the Ministry of Health, passengers need to strictly comply with the following regulations:

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e Get tested for COVID-19 with the required number of times according to the guidance of the Ministry of Health during the isolation period;

e Transfer to the resort by safe disinfected and disinfected shuttle bus;

e Pay medical expenses and waste treatment (if any)

e Cost of testing for COVID-19: VND 734,000/time

1.2 Field of business

1.2.1 Accommodation

Mévenpick Resort Cam Ranh is designed by world-famous architects with a style that is both modern and mixed with local architecture The resort consists of 118 luxury villas, named the Villa areas after the islands of Nha Trang: Hon Mun, Hon Mieu, Hon Chong and 250 international 5-star hotel rooms and 132 serviced apartments

» VILLA

e Sea view pool villa (1 bedroom)

The Sea View One Bedroom Pool Villas offer an unforgettable opportunity to experience the splendor of the surrounding areas The villa is complemented with a terrace, where guests can simply enjoy the sun loungers and plunge pool The interior is adorned with Cham’s sculptures and artwork With plenty of natural light the 220 sqm villa features one master bedroom with a king bed and a bathroom featuring a bathtub, separate shower and two sinks An additional toilet is available Guests can use the separate sitting area and kitchenette which has a refrigerator, kettle and washing machine Two LED TVs show international and local channels An espresso machine, tea making facilities and minibar are available Air-conditioning and in-room safe come as standard

WiFi is offered free of charge 24-hour room service is available

e Beach front pool villa (1 bedroom)

Only a few steps from the sand, the stunning Beach Front One Bedroom Pool Villa is the perfect location for couples who can enjoy the outside the terrace, with sun loungers and private plunge pool Tastefully appointed with Champa style sculptures and artworks, the

220 sqm villa features a sitting area Enjoy the in-room entertainment from two LED TVs showing international and local channels The master bedroom has a king bed and a bathroom with a bathtub, separate shower and two sinks An additional toilet is available Guests can enjoy the separate kitchenette which features a refrigerator, kettle and washing machine An espresso machine, tea making facilities and minibar are available Atr- conditioning and in-room safe come as standard

WiFi is available free of charge Guests can also enjoy 24-hour room service

The Beach Front One Bedroom Pool Villa accommodates 3 adults or 2 adults and 2 children An additional bed is available at a charge

e Beach front pool villa (2 bedroom)

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You'll be spoilt for choice on how to spend your time in our luxurious Beach Front Two Bedroom Pool Villas set over 270 sqms Guests can enjoy their own private pool and a beautiful view of Bai Dai Beach The stunning terrace and sala complement this outside space With both king and twin beds, there are two en-suite bathrooms with bathtub, separate shower and premium toiletries The separate living room and dining room, allow for maximum relaxation space There are three LED TVs for guests to enjoy as well as a Bluetooth connection A separate kitchenette with kettle, washing machine and refrigerator also has a fully stocked minibar, espresso machine and tea making facilities A separate toilet is also available

In-room safety box, air-conditioning and working desk are included WiFi is offered free

of charge 24-hour room service is available

Beach Front Two Bedroom Pool Villa can accommodate 5 adults or 4 adults and 2 children

An additional bed is available at charge

e Seaview Pool Villa (2 bedroom)

Sample the life of pure luxury in our exquisitely designed Sea View Two Bedroom Pool Villas Guests have the luxury of two bedrooms with king and twin beds, set over 270 sqms There are two en-suite bathrooms with bathtub, separate shower and premium toiletries A separate toilet 1s also available Relaxing is easy in the separate living room and dining room, which features a Smart TV with local and international channels, as well

as Bluetooth connection In total the villa has three TVs A separate kitchenette has kettle, washing machine and refrigerator

A fully stocked minibar, espresso machine and tea making facilities, in-room safety box, air-conditioning and working desk are included Guests can also enjoy their own pool and beautiful views of Bai Dai Beach from their terrace

WiFi is available free of charge 24-hour room service is available

e Beach front pool villa (3 bedrooms)

Our Beach Front Three Bedroom Pool Villa offers premium living inside and out The beautifully designed pool and terrace makes the very best of Bai Dai Beach, close by The three bedrooms allow for a variety of sleeping options with two king beds and one twin bed The en-suite bathrooms have a separate bathtub, shower and toilet plus premium toiletries, bathrobes and slippers A separate toilet is offered for guests Enjoy the additional living and dining rooms WiFi is free and the four LEDs TVs show local and international channels A Bluetooth connection is available

The minibar, espresso machine and tea making facilities appear in the kitchenette A washing machine is also included for laundry, alongside a kettle and refrigerator Air- conditioning, in-room safe and working desk are also offered

24-hour room service is available

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e Seaview pool villa (3 bedrooms)

With your own private pool, terrace and stunning view of the ocean, rejuvenation will be

at the heart of your holiday Our Sea View Three Bedroom Pool Villa is set over a staggering 307 sqms With three bedrooms, the villa has two king beds and one twin bed configuration All rooms have en-suite bathrooms with bathtub, shower and toilet Bathrobes and slippers are also available, as is an additional toilet There is a separate living and dining room, and kitchenette The fully stocked minibar, espresso machine and tea making facilities allow for beverage provision Guests also have use of a washing machine, refrigerator and kettle Four LED TVs show local and international channels A Bluetooth connection is available

In-room safe, air-conditioning and working desk are included

WiFi is offered free of charge 24-hour room service is available

The Sea View Three Bedroom Pool Villa can accommodate 7 adults or 6 adults and 3 children Additional beds are available at a charge

>» ROOMS

e Deluxe

The Deluxe room at Mévenpick Resort Cam Ranh is 65 square meters and designed to maximize space by dividing the living area from the bedroom The style is ideal for both families and parties because members can rest, work, and entertain in distinct areas In the Deluxe room, one King bed and one dressing table are available There is a bath, a shower,

a sink, and high-end toiletries in the bathroom Guests will also find a refrigerator, kettle, espresso machine, mini bar, iron, dryer, bathrobes, and slippers in each room Guests can relax, entertain in the room with one LED television displaying international and local multi-channels Room service is twenty-four hours a day, seven days a week An in-room safety box is also available to guests

e Superior

Set in modern and tastefully designed interiors, the spacious 48 square meters rooms feature king or twin beds, superior fittings, and amenities The bathroom has both a rainfall shower and a separate bathtub A hairdryer, bathrobe, and slippers are provided, as well as premium toiletries A 49-inch LED flat-screen TV with local and foreign channels, as well

as free WiF1, are available to guests The occupants have a choice of hot and cold beverages thanks to an espresso coffee machine and tea-making facilities, as well as a fully stocked minibar In-room safety box, a vanity desk, and air-conditioning come as standard 24-hour room service is available

Sea View Superior Room can accommodate three adults or two adults and two children

An extra bed 1s available at an additional charge Interconnecting and smoking rooms are available

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>» APARTMENTS

e Residence Studio

Ideal for a couple and small family with the 41 square meters space and the large balcony Having a queen bed, especially there's also a well-equipped kitchenette with a refrigerator Minibar and tea and coffee-making facilities give plenty of refreshment options The bathroom enjoys a modern shower, hairdryer, and premium toiletries, bathrobes, and slippers A flat-screen TV with local and foreign channels is also available to tenants Air- conditioning and in-room safe come as standard There is no charge for using the WiF1 24-hour room service is available

e Interconnected Residence Studio

The spacious 84 square meters Sea View Residence Interconnected Studio located in the Residence block is the ideal retreat All studios come fully furnished with a kitchenette, refrigerator, and especially sitting areas A choice of either a queen and sofa bed or a queen and twin beds Local and international channels are available on the flat-screen TV, and WiFi ensures ongoing connectivity There is a contemporary shower, hairdryer, and toiletries in the bathroom Guests can completely relax in their bathrobes and slippers Air conditioning and a personal safe are included as standard Room service is offered twenty- four hours a day, seven days a week

>» SUITE

e One Bedroom Suite

A large double balcony that has a sitting area, ideal for looking at the stunning turquoise sea below Suitable for three adults or two adults and two children An extra bed is available

at an additional charge Interconnecting and smoking rooms can be requested

The spacious 95 square meters suites have a comfy king bed with an en-suite bathroom and are decorated in a modern style There are vanities, as well as a separate bathtub and shower Complimentary amenities include bathrobes, slippers, and premium toiletries In- room entertainment in the separate living room includes a 49-inch LED flat-screen TV showing local and international channels as well as free WiF1 There is an espresso coffee machine, tea-making facilities, and a fully stocked minibar at a charge A safety box, a vanity desk, and air-conditioning are available free of charge 24-hour room service is also available

e Presidential Suite

For travelers who prefer a perfect, unique, and sophisticated experience to every detail, the

200 square meters Presidential Suite has a modern design, luxurious interior, bringing comfort and convenience like no other king Guests also benefit from a corner balcony that offers panoramic views of Vietnam's stunning coastline The master bedroom features a king bed and an en-suite bathroom with a separate bathtub and shower A kitchenette with

a kettle and refrigerator is located between the living and eating spaces There's also a

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working desk, a safety box, and tea and coffee-making facilities in the room There is also

a fully stocked minibar Two 55-inch Smart TVs provide enjoyment with local and international channels

Guests can also benefit from a dedicated check-in/check-out, newspapers, and business services WiF1 is offered free of charge 24-hour room service is also available

1.2.2 Restaurant

» Panorama (Unternational cuisine)

Located at the ground floor, Panorama is a two-level all-day dining restaurant with an extensive terrace overlooking the pool and ocean serving quality food, international buffet breakfasts, tasty lunches and dinners in a relaxed and casual atmosphere The breakfast buffet offers both Asian and international cuisines from 6:00 am to 10:00 am and also includes breakfast buffet for children The a-la-carte menu features both Vietnamese and western fares, as well as our Mévenpick signature dishes

e Buffet breakfast: Panorama serves daily buffet breakfast from 6:00 am to 10:00

am, which combines traditional Asian recipes with all you would expect from an international buffet

e Signatures Dishes: Aside from its Vietnamese and international menu, Panorama offers a selection of Mévenpick Signature Dishes, such as Zurich-style veal, delicious rosti served with tomatoes and mozzarella and carrot cake

e Interactive dining: Take in some live cooking entertainment at various culinary stations dedicated to crépes, waffles, pasta, wok dishes and dim sum

» Lobby Lounge (Coffee and the Mévenpick Chocolate hour)

The Lobby Lounge welcomes guests to a bright and airy space where you can meet amid fresh breeze and overlook the main pool and inspired interiors Enjoy sips of the hotel's specialty - freshly brewed Vietnamese coffee For your cravings at any time of the day, you may choose from the a la carte menu of The Panorama restaurant and have your orders served at The Lobby Lounge

Complimentary bite-sized chocolate treats are served during The Moévenpick Chocolate Hour, from 4.00 pm to 5.00 pm

e Speciality coffee: A paradise for coffee lovers! Sample one of our Vietnamese single origin coffees, or taste the full range of our special espressos

e Afternoon Tea: Enjoy our afternoon tea complete with tempting sweets buffet and free flow of tea and coffee options as well as a beautiful view of the ocean

e Exotic cocktails: Indulge in cocktails infused with exotic spices and herbs for a special Vietnamese experience Flavours include chilli, lemongrass, ginger, local basil and many more

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>» Chubeli (Munich style restaurant)

Chiibeli is a modern Munich style beer restaurant offering Bavarian and Swiss specialties, tasty handcrafted sausage, pork knuckle, burgers and Swiss specialities as well as a great beer selection

e Bavarian cuisine: Whether delicious sausages, tasty burgers, fresh salads or Bavarian & Swiss delicacies - our menu offers exquisite choices

e Relaxed atmosphere: Lunch or dinner, visit our beer restaurant and patio to enjoy the feeling of a Swiss village with Bavarian specialities

e Swiss quality: Our origin is Switzerland and therefore we offer our guests high quality food with a breeze of Swiss hospitality in a comfortable atmosphere

» Tropicana (Lifestyle dining and entertainment)

Located on the beach is Tropicana, dubbed as the most hip and happening dining and entertainment venue in Cam Ranh

This establishment is best known for its nightly live performances and a selection of signature dishes, which feature generous cuts of meat and seafood Guests can wine and dine under the stars while watching exciting live performances of our live band

e Hearty feast: Food options include a la carte and tapas menus The Pacific nm inspired signature dishes feature generous servings of filet mignon, Angus rib-eye steak, baby back ribs, lamb, buttery rock lobsters and seafood to name a few

e Live entertainment: When it comes to nightlife, Tropicana sets the perfect evening mood With great selections of live performance and DJ, the place will keep you entertained all night.”

Picturesque setting: Great design, lively ambiance, cosy seating and spectacular ocean views make this a great chill out place The restaurant has an outdoor seating area and a glass-enclosed indoor seating area

1.2.3 Meeting & Event

Services for organizing conferences and seminars:

Conference facilities: Large and small events are perfectly organized at Mévenpick Resort Cam Ranh Three multifunctional rooms provide diverse spaces for meetings to group dinners The 714 square meter ballroom includes a full suite of audiovisual amenities and 1s perfect for larger gatherings such as weddings, receptions and conferences The theater provides an epic outdoor venue for more dramatic events under a tropical sky

e Lausanme Room (Meeting room has a compact size suitable for small group meetings and discussions on the board with an area of 37m”)

e Geneva Room (The meeting room has a comfortable 82 square meters and is suitable for any small conference or board meeting)

e Basel Room (Perfect for group meetings or medium scale events Basel offers the best venue for your event with an area of 78m?)

Besides, Movenpick also has the following incentives in the Mice package:

e 50% off team activities at Adventure Game Park

e One-hour free karaoke at Typhoon and 60% off for the following hours, in addition, 20% off food service

e Reduce 50% of the cost of pre-event arrangement and sound and light system of the resort

1.2.4 Recreation & leisure

» Swiss Village

Swiss Village is an entertainment complex for guests to enjoy while they stay at Movenpick Resort Cam Ranh The village includes multiple purposes courts, rope park, beer house, clubhouse, karaoke, nightclub, and more

» Rope Park

The Cam Ranh Rope Park is located right next to our multiple purpose courts and within the Swiss Village area At Cam Ranh Rope Park, our guests can challenge themselves with climbing challenge course, featuring 145 obstacles and up to 35 feet in the air High and low elements are expertly designed for maximum thrills

» Typhoon

For a good night out in the resort, Typhoon is a great choice With karoke, bar and nightclub all in one place, guests can have all kind of entertainments without hovering from place to place

» Ladeli Minimart

In Ladeli Minimart, there are different selections of snacks and drinks to choose from Stop

by Ladeli to fuel up after an active day at the beach or just simply for something to snack

on

» Serenity Spa

Featuring 23 tranquil treatment rooms, the Serenity Spa at Mévenpick Cam Ranh draws

on ancient Vietnamese design Natural and organic ingredients provide you with an indulgent experience that will leave the feeling refreshed, renewed and re-energised

- Collection of revitalizing spa treatments

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With the latest exercise machines and free weights, fitness centre has everything guest need

to stay in shape Guest can join the scheduled yoga sessions or head to the outdoor sport facilities These sessions are facilitated by highly-trained professionals to enhance guest's workout regime

v¥ Modern exercise machines

Y¥ Professional gym attendees

¥ Indoor & Outdoor fitness venues

¥ Scheduled yoga classes

v¥ Personal lockers 1.3 Analyze all resort’s products & service planning and development in Covid-19 pandemic

1.3.1 Strengh

Movenpick Cam Ranh has strictly followed the directives of the Vietnamese government

At the same time, Accor's "ALL Safe" program is applied to give customers peace of mind when traveling For example, strict monitoring and weekly testing of standards such as: strengthening social distancing in all common areas; providing disinfectants at reception, elevators, restaurants; encourage customers to check-in, check-out, contactless payment, and prepare a hotline to answer customer inquiries

Movenpick also focuses on staff training and development This not only helps to improve service quality but also helps to refresh the thinking of service people, especially in the current "new normal"

From the Tet period up to now, Movenpick Resort Cam Ranh has been operating quite well

by providing a variety of accommodation types, services and facilities for family groups Guests can choose from ocean-view rooms or elegant apartments to luxurious private pool villas In addition, lots of indoor and outdoor activities for family members to participate, experience and bond together

The resort not only targets the family segment to generate revenue in the domestic market, but also diversifying business types by serving quarantined groups in a separate area of the Movenpick Residence This is a location completely separate from the hotel and villa area, approved and strictly controlled by the Department of Health and related departments

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1.3.2 Weakness

The business of the resorts also suffered the same impact when recording more than 50%, some resorts even up to nearly 80% of the current bookings were canceled, mainly from groups of tourists and corporate guests

Mévenpick Cam Ranh also suffered significant losses when the pandemic returned, due to its geographical location far from the city center and the limited number of employees during the epidemic season, so sometimes the service is not professional and leads to bad customer feedback such as checkin, checkout takes a long time for guests, the room is still dirty when guests check In, in addition, due to transportation restrictions, the price of food in the resort 1s quite high but there 1s little choice of menu, equipment in the room is also affected due to lack of maintenance personnel

Some customer service reviews are not really 5-star standard, the kitchen area but no utensils, want to have bowls and spoons, customers have to pay a surcharge or rent, which causes customers to feel uncomfortable uncomfortable when using the kitchen service at this resort 1.3.3 Opportunity

Moévenpick Resort Cam Ranh focuses on exploiting the domestic market during Covid-19 Specifically, the resort offers a special service package “family funtastic" for local family groups, with attractive prices from only 2,050,000 VND/night for hotel rooms and 4,650,000 VND/night for hotel rooms Villa rooms open up opportunities to effectively reach local guests during the current epidemic situation

In addition, to retain loyal customers, Mévenpick Resort Cam Ranh also offers a 'Special Offer for Members' package with a discount of up to 30%/night including daily breakfast buffet

People's demand for relaxation is increasing in the current epidemic situation, so Moévenpick Resort Cam Ranh always has a wide and diverse customer base with many classes Mévenpick Resort Cam Ranh divides resort room types into different groups from standard rooms to high-class rooms to suit its diverse customer base after the epidemic situation stabilizes

Take advantage of F&B services in the resort to “market word of mouth" for businesses and restaurants with unique, delicious and attractive signatures, customers check in and record video clips to keep and introduce to friends A form of marketing "0 dong", no cost but creating an opportunity to increase the brand recognition level for the resort during the current epidemic season, helping the resort become the number one choice for customers 1.3.4 Threat

As a result, the income source of enterprises has decreased significantly (In 2020, according to the Vietnam National Administration of Tourism, the tourism industry lost about 23 billion USD in revenue due to the 80% decrease in international visitors to Vietnam (compared to the number of international visitors) in 2019), the number of

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domestic visitors also decreased by nearly 50%) In the field of tourism, many businesses have stopped operating, workers are unemployed (about 40-60% of workers in the tourism industry lost their jobs or cut their working days) or their income decreased a lot; many business owners who rent premises for business have difficulty when they do not have the cost to pay for the premises, and many other difficulties How can Resort Movenpick still maintain operations with minimal costs but still ensure the quality so that the business can continue to operate without being closed or bankrupt because of losses?

For businesses that have mortgaged assets to borrow from banks for business operations, when the epidemic breaks out, businesses have no more assets to borrow, so they have difficulty in capital to pay expenses such as electricity, water, labor, rent, taxes While every month, electricity still collects electricity consumption fees from businesses But when there is a policy to reduce electricity prices, electricity forces establishments to provide many relevant documents to prove that they have business

Must strictly follow the 5K rule of the Ministry of Health Resort Movenpick ensure that all staff and guests comply with the government's 5K rule so that Resort Movenpick can continue work

1.4 Recommendations and solutions

The number of guests cancel book is high because they scare covid 19 pandemic: Resort will not refund deposit for guests, but resort will have a promotion program if the guest comes back to book the room, the guest will receive a 10% discount on the room rate (that ensuring the guest not feel uncomfortable and still ensures that the hotel does not lose everything even money and guests)

Some professional employees quit job because resort doesn’t active and they will not be paid salary: Cutting unnecessary staff and focusing on professionals who can do multiple jobs

Resort has to face to problems about high food and transportation costs and resort has to pay fixed cost monthly, beside that resort unable to switch to F&B business because resort places in remote location:

e April 27th, 2021: Vietnam re-intensifies the level of disease prevention (at this time, the number of visitors has decreased significantly (Movenpick will have a campaign

to reduce room prices maybe 50% to attract guests, while Movenpick has trained staff on pandemic prevention procedures while serving guests)

e From May Ist, 2021 — present: Viet Nam is implementing a social quarantine (Movenpick has to completely stop operating because the directive requires stopping non-essential activities With the costs to be incurred, Movenpick will have

a proposal to become a quarantine place for people returning from abroad or employees who are quarantined under business orders, because the quarantine areas

at the resort will have to pay costs, so Movenpick can earn revenue from there and

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Distance: Guests and staff should maintain physical distance by standing or sitting

at least 2 meters away from other groups of guests who are not traveling with them while standing in line, waiting for elevators or moving in hotel areas, restaurant tables and Other physical layouts will be arranged to ensure proper spacing Antibacterial hand sanitizer: Hand sanitizer is placed at the main entrances of guests, staff and contact areas such as reception, lobby, entrance and inside restaurants, conference rooms, Spas, gyms, clubs, etc kids club, children club, as well as the entrance of the water park and at the mini golf course

Instruction board in the lobby area: There will be health and hygiene boards throughout the hotel including how to wear a mask, properly handle and dispose of

it Upon check-in, guests will recetve a clearly presented Covid-19 information letter Guests are required to fill out a health declaration upon check-in

Signboards in the back lobby areas: Signs will be posted throughout staff areas to remind them of how to wear, handle and dispose of masks properly, use gloves (where deemed appropriate by medical professionals), Wash your hands, sneeze and avoid touching your face This information is shared through mandatory Covid-19 training for all employees and is part of the employee handbook if they are new employees

Take care of the health of employees and customers: Staff were given clear instructions on how to quickly respond to and report all presumptive COVID-19 cases in the health department If this case is necessary the health department will then notify the local health and safety agency to take the necessary action Employees are instructed to stay home if they feel unwell and to contact a manager

if they notice a co-worker or guest exhibiting or complaining of cough, fever, difficulty breathing, chills, loss of taste, tremors for chills, muscle aches, headache, sore throat, or other known symptoms of COVID-19 Staff and guests with any symptoms of COVID-19 while staying at the hotel will be instructed to immediately notify the manager (staff) or customer service center by calling 0 (guest) The shift manager is available 24 hours a day and can be contacted through the Movenpick customer service center by dialing 0

Washing hand: Proper hygiene and frequent hand washing with soap are important

to help fight the spread of the virus All Movenpcik employees have been instructed

to wash their hands or use sanitizer when a sink is not available, every 60 minutes