Current situation of the training staff and its strategic human resources development at caravelle hotel in hcmc

MINISTRY OF EDUCATION AND TRAINING HO CHI MINH CITY UNIVERSITY OF FOREIGN LANGUAGES AND INFORMATION TECHNOLOGY FACULTY OF TOURISM AND HOSPITALITY Semester 1, Academic Year 2022-2023 RE

MINISTRY OF EDUCATION AND TRAINING

HO CHI MINH CITY UNIVERSITY OF FOREIGN LANGUAGES AND

INFORMATION TECHNOLOGY

FACULTY OF TOURISM AND HOSPITALITY

Semester 1, Academic Year 2022-2023 RESEARCH PROPOSAL CURRENT SITUATION OF THE TRAINING STAFF AND ITS STRATEGIC HUMAN RESOURCES DEVELOPMENT AT CARAVELLE HOTEL IN HCMC

ADVISOR:

TRAN QUANG MINH, Ph.D

STUDENTS:

1 Trần Ngé Minh Thién — 19DH170682

2 Nguyễn Ngọc Thùy Trinh — 19DH170016

3 Phan Ngoc Ai Vy — 19DH170558

HCMC, November 2022

Task Assigned To Each Member Of The Group

Oo

1 Trân Ngô Minh Thiện

2 _| Nguyễn Ngọc Thùy Trinh

3 Phan Ngọc AI Vy

Examiner’s comment

Examiner 1 | Examiner2 | Score

2

2_ | Nguyễn Ngọc Thủy Trinh | 19DH17001

6

3 Phan Ngọc AI Vy 19DH17055

8

TABLE OF CONTENTS

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3.1 Research Method LG SH ng ng TH nh ng Hưệt 13 3.2 Subject and Scope of Research L2 1n TH nh Hà HH n1 11th key 13 3.4 Data Gathering Procedure - .- L1 n1 HH TH TH nh ng xe 13 3.5 Data Collecting ToolL L1 22211 1122111122111101111012111 101111111112 111 111111111 ket 14 APPENDIX: QuestionaIre - - - c Q01 1011121111121 1 11151111511 nn xá xà xnxx kg 15

CHAPTER 1: INTRODUCTION 1.1 Background of Study

Even if a company or organization has abundant financial resources, modern machinery, and technology, it is meaningless if it does not understand human resource management We do not dismiss the importance of other fields such as financial management, production management, administrative management, accounting, and others, but it is clear that human resource management is critical in every business Any level of management must be aware of their administrator level

To survive in the service industry in general, the hospitality industry, in particular, must find positive solutions to gain a foothold, generate revenue, and build its brand This

is a major concern for any manager because this activity directly impacts the quality of the products and services offered by the hotel

As a result, to achieve their objectives, businesses must have policies in place to manage and develop human resources most efficiently and scientifically possible 1.1.1 Introduction of the Caravelle Hotel

Caravelle Hotel has become one of the most luxurious hotels in the most developed city in Vietnam, Ho Chi Minh City Opening on Christmas Eve 1959 and located in the city center it only takes a few walks to iconic destinations such as the Opera House, Dong Khoi Street, Nguyen Hue walking street, and Ben Thanh Market Caravelle’s historic value is enormous; moreover, the architects and the service quality is the key to attracting and leg-holding customers for over 60 years

Caravelle Hotel has 333 rooms in total from Deluxe with 34 m’ to the highest level the Presidential Suite with 136 m’ The hotel also has many other high-end services such

as Cafés, Fine Dining restaurants, Bars, Lounges, Pools, Recreation Facilities like a spa, fitness center, and Vegas club, and a lot of meeting and event facilities so what lies that Caravelle is not the ideal accommodation in Ho Chi Minh City

1.1.2 Operation Situation of Caravelle Hotel

The accommodation business is significantly earned for the hotel The hotel can satisfy approximately 2000 customers All the rooms in Caravelle are well-equipped with 5-star hotel standards

The occupancy rate decreased to 11.1% compared to 65.2% in 2019 The average

room rate was US$139 per room night in 2020, as compared to US$142 per room night in

2019 The gross operating revenue of the hotel has been reduced to US$5.7 million as compared to US$11.0 million in 2019

Operational KPis

2020

Occupancy ypancy Operation and investment Country Star rated Currency Rate ARR Rate ARR

15% 246

S 3 A 16% 381

15% 156

USO 11% 139

Canada AD 15% 78

AL 17% 139 RM8 42% 346 17% 6,991

Figure 1, Operational KPIs of Keck Seng 2020

The occupancy rate has slightly increased to 12.1% as compared to 11.1% in 2020 The average room rate was US$73 per room night in 2021, as compared to US$139 per room night in 2020 The gross operating loss in 2021 slightly increased by 9.6% year-on- year

Figure 2 Operational KPIs of Keck Seng 2021

Caravelle is not only a hotel that has struggles in operating activities, especially when the world just faced the Covid-19 pandemic which affects seriously the tourism Even though the price rate of those is decreased, the occupation rate is still decreased or just slightly increased That is one of the reasons Caravelle Hotel should consider its operation strategy to improve the business situation

1.2 Reasons for Choosing Topic

The hospitality industry in Vietnam is expanding and reaffirming its importance in our economy Human resources have become a valuable asset, the key to the success of each organization and business, in today's more competitive and integrated context than ever before The hospitality sector's human resources quality is critical to improving competitiveness The goal of human resource development in the hospitality industry is to mcrease the number and quality of workers who work directly in the industry Organizations are increasingly aware that market competition in the nineteenth century will be based on talent, so they always create the best conditions for human resource training Capital and technology can be mobilized and implemented in many cases, but building an enthusiastic, dedicated, capable, and effective workforce is much more

complex, difficult, and expensive When businesses face issues such as a lack of good labor, underutilized human resources, or people with potential who do not have the opportunity to develop, human resource training becomes critical This is why this topic was chosen for further investigation

1.3 Problem Statement

After the Covid-19 pandemic, the hospitality industry has faced many challenges which ask it to enhance service quality, especially human resources, one of the most essential factors in this field Caravelle is not an exception, this report aims to analyze the current situation of training staff and Caravelle’s human resources development strategy, with public data and analysis model, to suggest solutions for complementing the human resources management and growing the operational activities at the Caravelle Hotel in Ho Chi Minh City

1.4 Scope of Research

This research will focus on understanding, analyzing, and evaluating the current situation of training staff and the human resources management strategy of Caravelle Hotel in Ho Chi Minh City Moreover, the result apart reflects the operation states of the hotel since human resources are one of the most vital factors in the field such as Hospitality

The first section is the overview of the research objective, which is the Caravelle Hotel in Ho Chi Minh City, including the hotel's production and operation statement Then, the research will point out some previous related research from both native and foreign authors It is followed by the method by which the research was carried out After outlining the research findings and discussion, the report will analyze and conclude the current situation of the hotel

1.5 Significance of Topic

This topic will increase the employers understanding of the importance of employee loyalty in the hospitality industry, one of the major is expected to be the future of our country The study focuses on analyzing the human resources management in a 5-star hotel in an iconic city m Vietnam which is a quite new topic in this industry so it will

bring both visible and invisible values into the labor community by enhancing not only the awareness of hotels about caring for their employee but also in other industry, it can reflex partly the current situation so the companies can treat their staff better to enhance their operational activities and the economy in general This study will also be a good base for further research in this field through the data and the literature mentioned 1.6 Research objective

This research focuses on judging the current situation of training staff and the human resources management strategy of Caravelle Hotel in Ho Chi Minh City based on the current training needs which are affected by three main components There are business strategy and organizational changes, task requirements, and employee capability assessment From that, we can analyze and judge the current situation of strategic human resources management of the hotel if it is comprehensive, logical, and efficient

CHAPTER 2: LITERATURE REVIEW 2.1 Literature Review in the world

[ CITATION Nic13 \I 1033 ] assumed that Human Resources Management (HRM)

is another name for personnel management and nothing more The view of HRM envisages a greater involvement from all managers, from corporate executives through to line managers in dealing with HR issues HRM is a way that a company can have competitive advantages based on the “our people are our greatest asset” quote Another critical view of HRM is an inherently exploitative and manipulative practice and merely a tool of the exploitative nature of capitalism In the conclusion, the author believed that the view of HRM would be different among many people in different positions such as managers, owners, or employees

[ CITATION Mal20 \1 1066 | had contributed to the theoretical, methodical, and managerial fields This study cleared the impact of employee loyalty on management in the hospitality field Employee loyalty can be increased through the use of methods by executives in the hospitality sector The hospitality industry can sustain its workforce and 1Improve operational performance as a result The researcher intends to add to the body of knowledge by examining the significance of employee loyalty in the hotel business particularly the improvement of the standard of living for both society and hotel staff This study is one of the rare ones that examines how the hotel industry as a whole uses and benefits from employee loyalty

Keep and Mayhew (1999) and Kusluvan et al (2010) suggest the industry has several personnel problems, mostly including problems with low salaries, extreme work shifts, under-qualified human resources in the hospitality industry, lack of HRM practices, unprofessional bosses, competitive pressures which drive a cost-cutting and short-term approach to HRM, and so on

2.2 Literature Review in ASEAN

[ CITATION Moh09 \1 1066 | was mentioned there are several ways to enhance employee loyalty by computing the influences of psychological empowerment and

measuring the satisfaction of Front Office Receptionists in Kuala Lumpur 5-star hotels The result was that general satisfaction did not have a significant effect on employee loyalty but if the hotel can enhance it in some ways such as encouraging, and supplying them with a better environment and conditions to work, .; there would be a competitive factor

As mentioned by [ CITATION Wut17 \l 1033 ], a study was surveyed in Hatyai hotels, the survey was especially focused on Generation Y, that the work benefits in the form of rewards and recognition, the work environment factors such as colleague relationships significantly affected employee loyalty That might give the hotels solutions

to handle their Generation Y employees to make them more loyal and highly engaged at work

2.3 Literature Review in Vietnam

It was mentioned in the research of [ CITATION Mai20 \1 1033 ] and (Ineson & Cerechet, 2011) that there are many methods to manage human resources according to the type of business and company culture However, there is just a certain number of important factors that affect employee loyalty and motivation to work like:

¢ Salary

¢ Benefits

¢ Interpersonal characteristics

¢ Hierarchical position

¢ Team spirit

¢ Compensation

¢ Career development

¢ Relationship with the manager

¢ Working environment and condition

(HOANG & Linh Viet, 2020) pointed out that the hospitality industry has been facing extreme competition in the labor market because of the annual increment in tourist