INTERNSHIP REPORT 1 HOTEL MANAGEMENT ACTIVITIES STATUS OF THE HOUSEKEEPING DEPARTMENT AT INTERCONTINENTAL SAIGON

HONG BANG INTERNATIONAL UNIVERSITY FACULTY OF ECONOMY- ADMINISTRATION ---oOo---ACTIVITIES STATUS OF THE HOUSEKEEPING DEPARTMENT AT INTERCONTINENTAL SAIGON MAJOR: HOTEL MANAGEMENT SUBMITT

INTERNSHIP AGENCY OVERVIEW

OVERVIEW OF INTERCONTINENTAL SAIGON HOTEL AND

1.1.1 History of IHG and InterContinental Saigon

InterContinental Saigon Hotel & Residences is part of the InterContinental Hotels Group (IHG), the world’s largest hotel company by the number of rooms The InterContinental brand, founded in 1946, has a long heritage of luxury hospitality and now operates a global portfolio that includes the InterContinental Saigon, delivering premium accommodations, dining, and amenities in Vietnam.

In 1777, William Bass established a brewery in Burton-on-Trent, operating under his name In 1967, Bass Brewery and Charringtons joined in London, making Bass one of the largest brewers and bar operators in the area The Bass red triangle brand rose to prominence in the UK in 1986.

Since 1987, The Bass Company has owned a diverse portfolio of hotels A global upheaval reshaped its hotel business in 1988 when Holiday Inn International and the remaining Holiday group operations were acquired In the 1990s, North American expansion accompanied the launch of Staybridge Suites by Holiday Inn As Staybridge grew, Bass joined the U.S.'s association of upscale lodgings.

By 1997 Bass Hotels & Resorts had become the fastest US brand to reach 50 units, and in March 1998 it scored a major breakthrough by acquiring InterContinental from Pan American World Airways, a brand founded in 1946 to serve travelers and Pan Am staff The expansion continued with the January 2000 acquisition of Southern Pacific Hotels Corporation, adding 59 hotels under the Parkroyal and Centra brands in Australia, New Zealand and the South Pacific, alongside a growing guest network The portfolio was further strengthened by Bristol Hotels & Resorts Inc., owner of 112 hotels across Southeast Asia, making Bass Hotels & Resorts one of the world's strongest groups Following the sale of 988 small pubs and Bass Brewery to a Belgian owner, the group rebranded as Six Continents to reflect its shift from beer to a premier global hotel and leisure company Six Continents later separated its hotel business from its beverage operations, creating InterContinental Hotels Group (IHG) on October 1, 2002.

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& Butlers InterContinental Hotels Group (IHG) became a separate business in the

InterContinental Hotels Group (IHG) was formed on April 15, 2003 through the separation of Bass plc’s hotel business, creating a new global hotel group for the UK and US markets Since then, IHG has steadily expanded by adding and merging brands such as Candlewood Suites, a mid-scale extended-stay brand, Indigo, and the Staybridge Suites chain, with Staybridge growing across North America and the United Kingdom Today, IHG operates with a global footprint, offering a diverse brand portfolio and properties worldwide.

IHG operates 17 hotel brands with roughly 5,000 properties across around 100 regions and countries, including InterContinental Hotels & Resorts, Hotel Indigo, Crowne Plaza Hotels & Resorts, Holiday Inn Hotels & Resorts, Holiday Inn Express, Staybridge Suites, and Candlewood Suites (InterContinental Saigon, 2022).

Opened on September 9, 2009, the InterContinental Saigon Hotel is a standout attraction in the heart of Ho Chi Minh City, Vietnam’s bustling economic center This 21-floor hotel sits prominently at the intersection of Hai Ba Trung and Le Duan streets, two of the city’s main arteries It has quickly become a premier destination for travelers and businesspeople seeking luxury, convenience, and a panoramic view of Ho Chi Minh City’s vibrant core The hotel’s strategic location on these major streets makes it an ideal base for exploring the city’s dynamic culture, dining, and commerce.

Discover a five-star hotel in Ho Chi Minh City offering 305 guest rooms—including 240 Deluxe rooms, 46 Club InterContinental rooms, 18 luxury rooms, and a presidential suite—plus 260 flats for rent The property delivers elegant, contemporary accommodations tailored for leisure or business travelers, combining international-class comfort with all modern amenities A spacious bathroom with a separate bathtub and shower adds a touch of luxury, ensuring a premium stay at the InterContinental Saigon.

From the InterContinental Saigon's rooms, panoramic views of the city’s core unfold, making Ho Chi Minh City look more poetic from above as the evening lights shimmer, crowds throng, and the Saigon River flows serenely If you intend to live and work in the city for an extended period, rent one of the InterContinental Saigon Residences’ luxurious, fully furnished apartments, designed with contemporary interiors, home theater systems, and wireless internet to blend familiarity with comfort The supplementary services reflect InterContinental Saigon’s status as a premier hotel The hotel also offers an outdoor reception area, eight conference rooms, and one banquet room with a capacity of up to 800 guests, all equipped with modern, specialized equipment for meetings and banquets (InterContinental Saigon, 2022).

InterContinental Saigon offers an opulent Club InterContinental Lounge with panoramic views of the city center, exclusive to VIP guests The hotel also provides a comprehensive on-site array of amenities—from a luxurious spa and a modern fitness center to diverse dining options and an inviting outdoor pool—ensuring unparalleled comfort and convenience all within the property.

• Address: CORNER HAI BA TRUNG ST.& LE DUAN BLVD., DISTRICT 1,

BEN NGHE WARD, HO CHI MINH City, VIETNAM.

• Website: https://www.icsaigon.com

• Internship’s time period: June 10th – August 10th

• Internship instructor: Mr Tran Duc

• Major’s instructor: Ms Minh Phuong Nguyen Thi

InterContinental Saigon offers 305 stylish rooms with modern amenities, including separate bathtubs and showers, comprising 18 suites (including a Master suite), 44 Club InterContinental rooms, and 240 Deluxe rooms From the elegant Club InterContinental lounge, guests overlook the city’s premier meeting and event facilities The room designs are shaped by the needs of business travelers, underscoring the hotel’s focus on corporate guests.

Suite Collection at the InterContinental Saigon offers luxurious yet minimalist suites that feature a living area, a bedroom, and a generous bathroom, all with excellent views of vibrant Saigon In addition, the Club InterContinental Lounge provides complimentary evening cocktails and afternoon tea, as well as daily breakfasts, delivering a taste of the elite Club InterContinental experience.

Club InterContinental Room blends luxurious minimalist design with a living area, a bedroom, and a generous bathroom, all offering excellent views of vibrant Saigon The experience is complemented by the Club InterContinental Lounge.

InterContinental Saigon offers complimentary evening cocktails and afternoon tea, as well as daily breakfasts, providing just a taste of the elite Club InterContinental experience (InterContinental Saigon, 2022).

InterContinental Saigon’s Classic View Rooms are 38 sqm and offer a panoramic view of Saigon, delivering the perfect blend of luxury and privacy These rooms provide a wide range of services and conveniences for a luxurious travel experience, pairing timeless, beautiful vistas with traditional design elements and modern technological amenities.

Classic Rooms blend traditional elegance with practical conveniences for both business and leisure travelers at InterContinental Saigon in Ho Chi Minh City Guests enjoy a comfortable, spacious bed, high-speed internet, and floor-to-ceiling windows that frame views of both old and new Ho Chi Minh City The rooms also offer 24-hour room dining and laundry services, plus exclusive access to the hotel’s Business Center, which provides fax and printer facilities for guests’ personal business needs.

Dining, Meeting & Events, Wedding of hotel

DETAIL

A basic design with the primary focus on color is the IHG logo IHG is written in bold, clear Futura with no extras (InterContinental Saigon, 2022).

IHG updated its corporate identity by adopting an orange logo and simplifying its icon from the previous three-tone red color scheme used in InterContinental Saigon's 2022 branding, with mobile and digital content in mind to ensure a modern, versatile brand presence.

This new logo is more of an evolution than a revolution Being a holding business as opposed to a consumer brand, IHG went with a rigid, straightforward, yet striking logo (InterContinental Saigon, 2022).

“Our purpose is to provide True Hospitality for Good.”

Culture defines how we operate, gives meaning to brands, and reflects our commitment to enhancing the lives of employees, visitors, and communities while safeguarding the environment By actively listening to and engaging with stakeholders, we pursue shared objectives that generate value for people, organizations, and the planet—benefiting everyone involved.

Under our asset-light model, the hotel does not employ staff at franchise properties, and we do not control their day-to-day operations, policies, or procedures To deliver True Hospitality for Good, IHG and its franchise hotels are dedicated to providing a consistent brand experience, conducting business responsibly, and acting sustainably (InterContinental Saigon, 2022).

OPERATIONAL STATUS OF HOUSEKEEPING

INTRODUCTION TO HOUSEKEEPING DEPARTMENT AT

One of the three core components of a hotel is the room department, which actively engages with guests and is central to delivering a high standard of customer service To meet the hotel’s goal of exceeding guest expectations, the room department staff continually focus on training and development In the hotel industry, rooms are the primary product, with national standards defining a Bedroom as a hotel room that includes a bedroom and a bathroom, while a premium Suite may feature additional amenities such as a kitchenette, a bar, an extra living area, and a bathroom (InterContinental Saigon, 2022).

Bedroom service is the core activity of the lodging industry and, in particular, the hotel sector By meeting guests’ basic needs with beds and convenient amenities, hotels enable the redistribution of social wealth through on-site services that generate revenue As hotel occupancy grows, properties have expanded guest offerings to include cuisine, entertainment, and spa experiences, creating additional revenue streams and strengthening the overall business model (InterContinental Saigon, 2022).

2.1.2 Relationship with other departments in Housekeeping

Effective coordination between housekeeping and the front office is essential, with these teams working closely to prepare and sell rooms Housekeeping handles room preparation, and once ready, the front desk markets and books the room for guests A close relationship is key for smooth room turnover because housekeeping cleans and arranges rooms after guest departure, and the front office informs them of vacated rooms so cleaning and turnover can begin promptly.

Housekeeping coordinates with F&B to ensure clean tablecloths, napkins, and other supplies are consistently stocked for the restaurant, banquet, and other outlets Daily, staff in these areas wear clean uniforms to support direct guest interaction and uphold a high standard of hygiene All F&B outlets rely on housekeeping to tidy and ready the space before welcoming visitors, ensuring a welcoming and hygienic environment (InterContinental Saigon, 2022).

Housekeeping coordination with Human Resources: In order to coordinate the hiring of workers, issuance of identity cards, promotion, confirmation, and other amenities, housekeeping works with the personnel department (InterContinental Saigon, 2022) Housekeeping coordination with Maintenance: Maintaining the hotel or the aim of keeping the furnishings in functioning order for the safety of the guests is one of the most crucial duties of the housekeeping staff Therefore, a proper relationship with the engineering department is required which actually handles tasks like fixing broken furniture, replacing all electrical goods, repairing all plumbing fixtures, etc (InterContinental Saigon, 2022).

Housekeeping coordination with Laundry: It is the aspect of housekeeping that has the potential to improve the caliber of such services The laundry's job is to clean up filthy garments and deliver clean, new linens to the guest and other hotel departments To keep things running properly, the laundry must occasionally provide the housekeeping staff with fresh bedding It is the responsibility of housekeeping to see that the hotel restaurant and health club receive fresh sheets (InterContinental Saigon, 2022).

MAIN RESPONSIBILITIES OF HOUSEKEEPING

Housekeeping ensures that all hotel rooms and public areas are clean, well-maintained, and aesthetically pleasing The team not only promptly prepares and refreshes guest rooms but also cleans and maintains every corner of the hotel, keeping the property looking as fresh and inviting as the day it opened (InterContinental Saigon, 2022).

Housekeeping staff routinely identifies maintenance issues while cleaning guest rooms and coordinates with the maintenance or engineering department to repair or replace faulty components They work closely with facilities management to ensure timely upkeep, covering items such as TVs, air conditioning and heating systems, plumbing, lighting and electrical, furniture, bathroom fixtures, vanities, tubs, towel racks, and ventilation This collaborative approach helps preserve room quality and guest comfort, as noted by InterContinental Saigon (2022).

Housekeeping functions vary by hotel type, with luxury and full-service properties offering nighttime turndown services, while other categories may limit such offerings; despite contributing relatively little to overall hotel earnings, the housekeeping department remains a crucial support center that underpins guest comfort, cleanliness, and efficient hotel operations (InterContinental Saigon, 2022).

Florists and floral designers are responsible for designing creative floral décor and supervising the installation of floral arrangements in hotel lobbies, guest rooms, restaurants, spas, and other public spaces to elevate the guest experience To meet these floral needs effectively, they collaborate closely with housekeeping and coordinate with departments such as front office and food and beverage service, ensuring timely delivery, proper care, and seamless setup of all installations.

Onboard florists manage the ship's flower shop, caring for live plants both indoors and outdoors, and ordering fresh flower supplies for upcoming voyages in alignment with the designated ship’s flower setup and budget They craft fresh flower arrangements and ensure prompt delivery to guest staterooms and common areas, while also cleaning and maintaining silk flowers where used In addition, florists can take on clerical and administrative tasks for the housekeeping department, providing comprehensive support to the crew and guest experience.

Depending on the needs of the business or organization, a laundry staff member is responsible for washing garments, linens, and other washable textiles To prevent cross-contamination and mix-ups among customers, the laundry worker must properly segregate clothes by owner before laundering.

In accordance with the property’s defined standards, the laundry performs daily assigned tasks such as replacing guest laundry, washing linens, replenishing amenities, and cleaning guest rooms.

Employees help maintain uniform records and sort and distribute staff uniforms to workers Restocking, inspecting, and putting together supplies and inventories are additional tasks.

All internal and external clients are provided with clean uniforms, towels, and linens, and all guest requests are handled professionally and courteously by the laundry (InterContinental Saigon, 2022).

Public area attendants are responsible for maintaining tidy and safe public spaces in venues such as stadiums, shopping malls, hotels, and airports Their duties include cleaning floors, walls, windows, bathrooms, and trash receptacles, and they also monitor equipment like vacuums and floor buffers to ensure it is properly maintained and functioning In hotels, these attendants ensure the cleanliness and orderly presentation of assigned guestrooms or serviced apartments in line with property policies, helping to uphold a positive overall impression of the property.

In addition to maintaining and cleaning guest rooms or serviced flats, PA is needed to inspect the property and note any broken or worn-out objects.

The PA engages with guests in a polite and professional manner and is crucial in handling any special requests or issues (InterContinental Saigon, 2022).

EVALUATE THE CURRENT STATE OF HOUSEKEEPING OPERATIONS

Every member of the InterContinental Saigon staff plays a vital role in the hotel's success and in shaping guests' decisions to return or refer others Guest satisfaction hinges on the facilities, the level of service, and the assistance provided by hotel employees, all of which influence how guests perceive the hotel The InterContinental Saigon team is composed of highly skilled and professional individuals, enabling the hotel to hire staff who exhibit the qualities and capabilities that drive excellent service The hotel also offers attractive employee benefits to attract top talent, resulting in managers and staff with strong professional abilities who oversee work quality and service standards, particularly for room service Overall, this combination supports an outstanding guest experience and generates positive feedback from guests.

To boost guest satisfaction, the hotel offers professional development courses to enhance staff skills and provides fire safety and occupational safety training to advance employees’ expertise This commitment to staff development improves guest service efficiency, ensures higher-quality hotel and room service, and reduces errors in serving customers.

InterContinental Saigon enforces rigorous experience and qualification standards to recruit candidates for the positions they have applied for, improving the overall quality of the hotel staff and guest experience The hotel also upholds strict ethics and behavior guidelines to train team members on how to treat guests properly, with room-service staff who interact directly with visitors required to be kind and affable to win guests’ trust Professional credentials and job abilities are considered largely acceptable but not particularly valued beyond meeting baseline expectations (InterContinental Saigon, 2022)

Although the share of workers with university degrees has climbed year over year, it remains lower than the share of college graduates and intermediate workers The hotel’s workforce is predominantly college-educated, with limited professionalism and professional abilities To attract high-quality labor from diverse sources and raise guest service standards, the hotel should implement a policy to enhance employees' professional credentials through targeted training and development, as noted by InterContinental Saigon (2022).

The workforce has a profound impact on a hotel's ability to operate effectively, with employees acting as brand ambassadors, building rapport with guests, and serving as essential liaisons between the property and its customers To support strategic investments that raise the quality of goods and services, hotels must first develop a robust, high-quality, and well-trained staff through comprehensive training and ongoing development (InterContinental Saigon, 2022).

Hotels’ language restrictions reflect the level of foreign language proficiency among staff Only guest-facing roles and management typically exhibit high language skills, while the majority of the team remains comparatively weak, often as a formality This imbalance leads to customer care that prioritizes basic communication over genuine understanding and connection with guests Many hotels today operate in the same way, highlighting the need for targeted solutions, such as comprehensive language training and process changes across the workforce (InterContinental Saigon, 2022).

Employee happiness is a key measure of a company’s overall success When workers feel satisfied with their roles, they tend to be more productive and more engaged in their work This combination of higher productivity and stronger commitment drives better performance, improves retention, and builds a healthier, more resilient organization.

On the other hand, increasing employee happiness will keep human resources stable, cut operational expenses, and boost output business Consequently, customers and employees are essential for any organization (InterContinental

Employee happiness sits at the heart of wealth creation and competitive strength for modern enterprises People commit both their material contributions and their creative energies to supporting each company's life and growth As a result, increasing employee happiness has become more critical than ever, driving productivity, retention, and sustainable competitive advantage.

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2.3.3 The role of Housekeeping in hotel’s business

Bedroom service is the core activity of the lodging industry and a central driver for the hotel sector, shaping guest experience and operational priorities across properties In the hotel industry, the rooms division is one of the most important revenue-generating departments, underpinning profitability and the overall financial performance of hospitality operations.

Effective guest flow management by the room department ensures seamless hotel operations and directs visitors to essential service areas As guest movement increases, the property has expanded its amenities—from dining and massages to visa processing and a business center—driving revenue growth and enhancing the guest experience Visitors to the housekeeping area often engage with multiple services, reflecting cross-department utilization that strengthens overall performance Depending on the number of guest rooms and the breadth of amenities, the lounge area can attract a sizable mix of employees and guests, further supporting operations (InterContinental Saigon, 2022).

During my tenure at InterContinental Saigon, I gained valuable hospitality experience, connected with passionate and highly qualified colleagues, and built professional relationships that will support my future career I also sharpened my communication and teamwork skills and learned to set aside ego to collaborate effectively and deliver the best possible outcomes for the team.

Starting a new job can be challenging as you adapt to a new environment and new colleagues You may feel confused and overwhelmed by unfamiliar tasks and workloads you didn’t encounter in school Success hinges on your ability to flexibly understand customer needs and deliver exactly what they ask for, paired with a dynamic understanding of psychology to inform how you engage with people With the right expertise in customer support, you can help customers make the right decisions and build trust from day one.

At InterContinental Saigon, the housekeeping department, supported by the hotel’s other teams, plays a key role in advancing the local tourism industry and driving the property’s success Through consistent service excellence, meticulous attention to guest comfort and cleanliness, and cross-department collaboration, they enhance guest experiences and strengthen the hotel’s reputation This coordinated effort across departments sustains growth in Saigon’s hospitality sector and reinforces InterContinental Saigon as a trusted destination for travelers.

Hotels operate with different organizational structures and rules, but their core aim is to satisfy guest needs while generating revenue The conference planning process at InterContinental Saigon illustrates how the housekeeping department fits into overall hotel operations, offering practical insight into the basics of hospitality management Although not flawless, this process highlights the critical role of housekeeping in service quality and operational efficiency Investors benefit from well-crafted development policies that recognize the housekeeping department’s pivotal role in achieving hospitality excellence and sustainable profitability.

As the economy expands, the tourism sector is growing rapidly, attracting strong interest from both domestic and foreign investors The accommodation industry has developed swiftly since its inception, evolving from basic hotels designed for overnight stays into a modern ecosystem characterized by advanced infrastructure, in-room technology, elevated service standards, and a skilled workforce This rapid progress across hospitality—from facilities to technology to human resources—mirrors rising traveler demand and creates substantial investment opportunities in lodging and related services.

Tiêu đề	Activities Status of the Housekeeping Department at Intercontinental Saigon
Tác giả	Trương Anh Khoa
Người hướng dẫn	Nguyen Thi Minh Phuong
Trường học	Hong Bang International University
Chuyên ngành	Hotel Management
Thể loại	Internship report
Năm xuất bản	2022
Thành phố	Ho Chi Minh City

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