introduction about first hotel

PART 1 INTRODUCTION 1.1. INTRODUCTION ABOUT FIRST HOTEL 1.1.1. General Information - Address: 18 Hoang Viet Street, Tan Binh District, Ho Chi Minh City, Vietnam - Location: The First Hotel is only 5 minutes’ drive from Tan Son Nhat international and domestic airport and 15 minutes’ drive from downtown Ho Chi Minh City and China Town; which is the first stop on the way to all the big cities of Vietnam, Laos and Cambodia. The First Hotel is ideally located near the main International Trade Fair Center: Tan Binh Exhibition and Convention Center – TBECC (500m); Phu Tho Stadium & Exhibition Center (2km) and shopping centers: Maximark (800m); Superbowl (1km); Parkson C.T Plaza (1,5km); Parkson Flemington (2km); Lotte Mart (2km) and sport centers: Tan Binh Sport Center (500m) and National Defence Sport & Gymnasium Center II (800m). - Telephone: (848) 3844 1199 - 3844 1175 - 3844 1167 - Fax: (848) 3844 4282 - 3811 4984 - Email: sales@firsthotel.com.vn ; first.hotel@hcm.vnn.vn - Website: www.firsthotel.com.vn ; www.denhat.vn 1.1.2. History of First Hotel First Hotel was built from 1969 to 1970, which is operated with the first name is Đệ Nhất Hotel on March 14th 1977. Over 35 years of property development, the First brand has created trust of our customers, has been steadily on the domestic market and a hotel 4 star standard with 152 bedrooms and 01 center First Place Banquet. Looking back 35 years blocking tough challenge but with the strategic direction developed in the right direction so the hotel has continuously achieved many accomplishments in business and received many prestigious honors awarded by the State as: - From 1999 to 2011 the City People's Committee Hotel Merit increases achievement for successfully completing the assigned tasks. - In 2002 the Hotel Prime Minister merit awarded for achievements in serving the national Sports Festival 2002. - 2003 President Hotel was awarded the Labor Medal Third Place Finish for excellent achievements duty from 1997 to 2001. - In 2004 the Hotel Prime Minister awarded certificates of merit for outstanding achievement Completed service tasks Seagame 22, 2003 - In 2007 , 2008, hotel was in Thailand ASEAN Secretariat decided green hotel awards outstanding achievement in the use of natural resources , energy and environmental protection of Vietnam . Due to the successful implementation of energy saving measures in 2011 to First Hotel Area B was awarded the Ministry of Trade and Industry Building (building renovation) energy saving and efficiency in movement conference to review the details power consumption by the Ministry of Trade and Industry and held city People's Committee, First Hotel is one of 22 units in the City People's Committee has awarded the city of Merit - Facilities & services • Turn-down service. • 24-hour room service. • In-room safety box. • Express & same day laundry and dry cleaning service. • Business center with Internet ADSL and Email. • Ticketing and Tour arrangement. • Mailing service. • Conference rooms and facilities for up to 600 guests. • Car rental service. • Doctor on call. • Restaurants and Bars. • Banquet and wedding facilities for up to 1000 guests. • Outside catering services. • Currency exchange. • Major credit cards accepted: AMEX, VISA, MASTER, JCB, DINERS 2 GENERAL MANAGER FRONT OFFICE HOUSE KEEPING MARKETING & SALES F&B SERVICE EXE CHEF EXE SOUS CHEF MAIN CHEF ACCOUNTING HR SECURITY MANAGER CHIEF ENGINEER RECREATION EXECUTIVE SECRETARY 1.2. ORGANIZATION STRUCTURE General Manager has the highest administrative functions of hotel management. Under the leadership and guidance of vertical space to work plan , the prescribed rules to achieve business objectives set by the board director, really good to supervise and direct the department assigned for work completion and coordination among other departments. In addition to spot – director of: deputy director, assistant portfolio manager, secretary. Functions, duties and powers of each of these functions by the hotel manager specified in the hotel and the charter documents other laws. 1.2.1. Front Office: - Sell guestrooms; register guests and design guestrooms - Coordinate guest services - Provide information - Maintain accurate room statistics, and room key inventories - Maintain guest account statements and complete proper financial settlements 1.2.2. Reservation: - Receive and process reservation requests for future overnight accommodations. - With technology development, the Reservation Department can, on real time, access the number and types of rooms available, various room rates, and furnishings, along with the various facilities existing in the hotel 3 - There should be close relation-ships with Sales and Marketing Division concerning Large Group Reservations 1.2.3. Housekeeping: - Inspects rooms before they are available for sale - Cleans occupied and vacant rooms - Communicates the status of guestrooms to the Front Office Department - Cleans and presses the property’s linens, towels, and guest clothing (if equipped to do so, free of charge or for a pre-determined fee) - Maintains recycled and non-recycled inventory items 1.2.4. Food & Beverage Department: According to U.S. Lodging 1995 statistics, F&B Department constitutes the second largest revenue generator of a typical hotel with an average of 23.1 for Food sales, and 8.6 % for Beverage sales. In a five-star hotel, Food and Beverage outlets might have the following forms: Quick Service, Table Service, Specialty Restaurants, Coffee Shops, Bars, Lounges, Clubs, Banquets, Catering Functions ⇒ Wedding, Birthdays… 1.2.5. Sales & Marketing Division: A typical hotel should usually have Sales & Marketing division. However, if the staff size, volume business, hotel size, expected group arrivals is low enough, the hotel might have marketing staff placed under the reservation department (i.e. No need for a Sales & Marketing Division). A typical Sales & Marketing Division is composed of four different departments: Sales, Convention Services, Advertising, Public Relations 1.2.6. Accounting Division: The Accounting Division monitors the financial activities of the property. Some of the activities that are undertaken in the Accounting Division are listed: Pays outstanding invoices, Distributes unpaid statements, Collects amounts owed, Processes payroll, Accumulates operating data, Compiles financial reports, Makes bank deposits, Secures cash loans, Performs other control and processing functions 1.2.7. Engineering and Maintenance Division: This is very department maintains the property's structure and grounds as well as electrical and mechanical equipment. Some hotels might have this very division 4 under different names, such as maintenance division, property operation and maintenance department… 1.2.8. Security Division: Security division personnel are usually screened from in-house personnel, security officers or retired police officers, across certain physical skills, and prior experience. Some of the functions of the security division are listed: Patrols the property, Monitors supervision equipment, Ensures safety and security of guests, visitors and employees. 1.2.9. Human Resources Division: Some of the duties of the human resources division are listed below: - Responsible for external & internal recruitment - Calculates employees' salaries, compensation, and tax withholding… - Administrates employees' paperwork, monitors attendance… - Maintains good relations with Labor Unions - Ensures employees' safety and working conditions 1.2.10. Other Divisions: All the above mentioned departments and/or divisions should exist in a typical five-star hotel; however there might be some revenue generators that are specific to certain hotels but not existing in others. Below is a list of some possible extra or other divisions that might exist in a hotel: - Retail Outlets (i.e.: Shops rented to outsiders or managed by the hotel) - Recreation Facilities (ex: Fitness Center, Tennis Courts, and Cinema Saloons…) - Conference Centers - Casinos 5 PART 2 THEORETICAL BASIC FOR QUALITY MANAGEMENT AND ISO 14001:2004 QUALITY MANAGEMENT SYSTEM 2.1. BASIC CONCEPT 2.1.1. Other factors affect the quality of service in hotel 2.1.1.1. Customer Services Offering superior services acts as a competitive advantage for some hotels and by emphasizing customer service and building strong relationship the business can widen its market share and profits. A relationship exists between customer’s satisfaction levels, loyalty and company profits which increase with the length a customer remains in a relationship. The failure of most businesses is a result of low customer satisfaction service level. Lower relative costs can also be a source of competitive advantage either by focusing on a particular group of buyers or geographical market and the business gains a cost advantage in the target market. - Satisfaction of customer: 6 It is essential to meet customer anticipations at each phase of service provided, but most important is to meet customers’ expectations in hotel The quality of service provided by attendants/waiters, techniques to handle clients and flexibility influence customers gratification. - Overall quality of the hotel (outside landscaping, interior space, architecture ): The customers are conscious about cleanliness and environment of hotel, outside landscaping, interior space so there is a need to keenly observe the hygiene. Moreover, temperature and environment should be comfortable for visitors. - Service quality at reception hall and guestroom: The overall impression of hotel impacts customers’ expectations that also comprise of impression of reception hall and guestroom. Therefore, the hotel design and interior architecture is also important. The customers intention to re-visit hotel depends on many elements, among them comfort and impression of guestroom plays the significant role. - Behavior of waiters/waitress, food variety and quality The implications of meeting expectations of customers have always been a challenging. Therefore, providing catering and hospitality of the hotel staff is very important, demonstrating professional and bring satisfaction to customers. Relatively significant in this competitive environment to set targets for customer satisfaction specially related to hotel industry in this area. 2.1.1.2. Human and Capital Resources: Superior human skills and capital resources can influence the performance of hotels by providing satisfactory services to the customers and as the service industry labor intensive. Quality control among the hotels and restaurants can be addressed by recruiting right employees and providing them with excellent training. Better trained employees are competent, courteous, and trustworthy and make fewer mistakes. Top management must develop a commitment to quality and provide a system to support this commitment that involves all employees and this cannot happen without organizational change. Moreover, there is a need for hotel managers to gather up-to 7 date and accurate information about changing environment and present enticements to capture the attention of maximum customers. Addition to, Arthur et al (2008) argues that competent, trained and well informed employees with the right attitude to offer prompt and reliable services with the help of modern equipment and information technology can be a source of competitive advantage and success to organizations. 2.1.1.3. Management Planning Practices: Long- term quality plans, tactics, programs and systems for implementation throughout the organization can maximize the competitive advantage of an enterprise and enable it to achieve its objectives (Gurley et al, 2008). Plans need not only be well understood and known but realistic and effectively implemented by managers who must be champions of customer experience by example and emphasis. 2.1.2. The concept of Environment Management System (EMS) An Environment Management System (EMS) is a tool for managing the impacts of an organization's activities on the environment. It provides a structured approach to planning and implementing environment protection measures. An EMS monitors environmental performance, similar to the way a financial management system monitors expenditure and income and enables regular checks of a company's financial performance. An EMS integrates environmental management into a company's daily operations, long term planning and other quality management systems. Components of an EMS: Environmental Policy: this is a statement of what an organization intends to achieve from an EMS. It ensures all environmental activities are consistent with the organization’s objectives. Environmental Impact Identification: identification and documentation of the actual and potential environmental impacts of an organization’s operations need to be undertaken. This can be achieved through undertaking an environmental audit. Objectives and Targets: an environmental audit forms the basis of determining an organization’s environmental objectives and targets. An organization can find benefits 8 in adopting more stringent longer term objectives to encourage it to improve its performance. To continually improve, targets should be regularly reviewed. Consultation: staff and community consultation should be undertaken before, during and after establishment of an EMS. This is necessary to ensure that all staff are involved in, and committed to the EMS. It can also help to improve public perception of the company, one of the benefits of implementing an EMS. Operational and Emergency Procedures: all procedures should be reviewed to ensure they are compatible with the organization’s environmental objectives and targets. Any changes should be included with the documentation. Environmental Management Plan: this details the methods and procedures which an organization will use to meet its objectives and targets. Documentation: all objectives, targets, policies, responsibilities and procedures should be documented along with information on environmental performance. Documentation is useful for verifying environmental performance to staff, regulators and the community. Responsibilities and Reporting Structure: responsibilities need to be allocated to staff and management to ensure the EMS is implemented effectively. Training: staff should undergo environmental awareness training to familiarize them with their responsibilities for implementing the EMS and with the overall environmental policy and objectives of the organization. This provides staff with the necessary skill and motivation for the effective implementation of the EMS. Review Audits and Monitoring Compliance: review audits should be undertaken regularly to ensure the EMS is achieving its objectives and to refine operational procedures to meet this goal. In order to ensure regulatory and other requirements are being met, it is often necessary to undertake regular environmental monitoring. Continual Improvement: an important component is continual improvement. An EMS comes into its best use when used to review progress towards the targets and objectives set by a company to protect the environment. The procedures set in place to meet these objectives should be constantly examined to see if they can be improved or if more effective systems can be introduced. Benefits of an EMS 9 • Minimize environmental liabilities. • Maximize the efficient use of resources. • Reduce waste. • Demonstrate a good corporate image. • Build awareness of environmental concern among employees. • Gain a better understanding of the environmental impacts of business activities. • Increase profit, improving environmental performance, through more efficient operations. An EMS can be a powerful tool for organizations to both improve their environmental performance, and enhance their business efficiency. An EMS is not prescriptive; rather, it requires organizations to take an active role in examining their practices, and then determining how their impacts should best be managed. This approach encourages creative and relevant solutions from the organization itself. International Environmental Standards - ISO 14000 The ISO 14000 series, currently being developed by the International Organization for Standardization (ISO), is a collection of voluntary standards that assists organizations to achieve environmental and financial gains through the implementation of effective environmental management. The standards provide both a model for streamlining environmental management, and guidelines to ensure environmental issues are considered within decision making practices. ISO 14001 is the standard for Environment Management Systems. Many large businesses, particularly overseas, have obtained certification under the standard. 2.2. ISO 14001: 2004 2.2.1. The establishment of ISO 14000 The ISO 14000 series emerged primarily as a result of the Uruguay round of the GATT negotiations and the Rio Summit on the Environment held in 1992. 10 [...]... certification demonstrate 18 commitment to protecting the environment through eco-friendly operation of the hotel 19 PART 3 APPLICATION OF ISO 14001:2004 OF FIRST HOTEL 3.1 THE REASON AND BENEFITS FOR FIRST HOTEL TO APPLY 3.1.1 ISO 14001:2004 The reason for First Hotel to apply ISO 14001:2004 First Hotel is located at 18 Hoang Viet Street, Tan Binh District, Ho Chi Minh City, Vietnam, where there are many... the hotel service industry, but in fact, the hotel has ISO 14001 almost are the hotel of Saigon tourist, will be better supported in the process built management system environment But with other individual hotels, or of the foreign corporation is still obey to the general standards and it is very difficult to assess the level of protection of their environment… Sheraton Hotel is the hotel "green" first. .. of resources at First Hotel The majority of employees and also customers still believe that resources are endless; the amount of loss of resources is growing day by day Therefore, the business effectiveness of First Hotel is low 20 Figure 3.1: Forms of Water Using Hotel is a service business that involves in all of those activities of using water resource above Therefore, if First Hotel does not have... & Baris, 2006) Hotel Name Objectives Evaluation of the success The Colony Hotel Become the “Green Hotel Guests and staff responded positively This is the only hotel in the Maine certified under the Green Organization This hotel has a number of award winning environmental pioneers The hotel also became the only location is indicated to be the Wilderness Reserve in North America The Hotel Bel Air Implementing... 2003, including First Hotel those applications that were implemented from 2010 to 2011 help First hotel save power consumption is 296.786 kWh / year, equivalent to 35.95% of the total power consumption 3.6 DIFFICULTIES AND LIMITATIONS Despite of the best efforts, the implement of EMS based on ISO 14001:2004 standards still has some limitations: 33 - First Hotel was built 35 years ago, so the hotel has to... coming time, besides maintaining the environmental standards of ISO, the hotel is willing to share best practice on the application of ISO 14000 to other properties within Starwood Hotels & Resorts as well as to all other hotels who are interested In addition, some hotels as Saigon Morin Hotel- belongs to Saigontourist and The Caravelle Hotel was received ISO 14001:2004 certification demonstrate 18 commitment... are some typical cases for hotels worldwide: Island Shangri-La Hotel (ISL) in Hong Kong is the first hotel in the Asia Pacific ISO 14000 certification According to Mr Caretti, CEO of ISL - as well as environmental coordinator for Shangri-La Systems Worldwide, said in 2 years the hotel has saved nearly 192 000 USD from the environmental policy (Chan & Wong, 2006) 21 At the hotel Ankara - Turkey, from... Electronic Chemicals (oil, paint, plant protection), building Materials, Travel -hotel is a large proportion In a total of nearly 60 hotels from three to five stars in the HCM city, there are 15 hotels with ISO 14001 The 25% reflects a reality that methods to protect the environment at the hotel have not been pay appropriate attention The hotel is the place with highest amount of household waste, but if this... to the difficulties of hotels, they only interested in the huge benefit of travel services , moreover , Vietnam’s law about the protection of the environment of the hotel is still not strictly, so the manager of hotel still thought " to pay a penalty better than environmental • protection ", it lead to serious consequences ISO 14001 is actually not a brand to compete in Vietnam hotel market But 25 %... water Architecture: fewer trees around the hotel Human awareness: The majority of employees and also customers do not have the resources saving behavior because there is no training for employees and even no signboard of environment saving around the hotel 3.3 OBJECTIVES OF THE APPLICATION OF ISO 14001:2004 OF FIRST HOTEL Main target: Being one of the leading hotels in the environmental protection, efficiency . sales@firsthotel.com.vn ; first. hotel@ hcm.vnn.vn - Website: www.firsthotel.com.vn ; www.denhat.vn 1.1.2. History of First Hotel First Hotel was built from 1969 to 1970, which is operated with the first. PART 1 INTRODUCTION 1.1. INTRODUCTION ABOUT FIRST HOTEL 1.1.1. General Information - Address: 18 Hoang Viet Street, Tan Binh District, Ho Chi Minh City, Vietnam - Location: The First Hotel is. operation of the hotel. 19 PART 3 APPLICATION OF ISO 14001:2004 OF FIRST HOTEL 3.1. THE REASON AND BENEFITS FOR FIRST HOTEL TO APPLY ISO 14001:2004 3.1.1. The reason for First Hotel to apply