History of IHG and InterContinental Saigon The InterContinental Saigon Hotel & Residences is a part of the InterContinentalHotel’s Group IHG, which has the most rooms of any hotel chain
INTERNSHIP AGENCY OVERVIEW
OVERVIEW OF INTERCONTINENTAL SAIGON HOTEL AND
1.1.1 History of IHG and InterContinental Saigon
The InterContinental Saigon Hotel & Residences is part of the prestigious InterContinental Hotels & Resorts group (IHG), the world's largest hotel chain by number of rooms Established in [founding year], the InterContinental brand is renowned for its luxury accommodations and global presence, offering guests exceptional service and iconic locations worldwide.
William Bass founded a brewery in Burton-on-Trent in 1777, which he operated under his own name, laying the foundation for a renowned brewing legacy The Bass Brewery's iconic red triangle brand gained significant prominence in the UK in 1986, becoming a recognizable symbol of quality In 1967, Bass Brewery merged with Charringtons in London, establishing itself as one of the largest brewers and bar operators in the region, further expanding its influence in the brewing industry.
The Bass Company has been operating a diverse portfolio of hotels since 1987 In 1988, the company experienced a significant transformation when it acquired the Holiday Inn International chain, expanding its global presence During the 1990s, Bass further strengthened its hotel business by acquiring the remaining operations of the Holiday Inn group in North America The launch and rapid growth of Staybridge Suites by Holiday Inn enabled Bass to establish a notable presence in the upscale lodging market in the United States.
In 1997, Bass was the fastest-growing brand in the US to reach 50 units, marking a significant milestone The company achieved a major breakthrough in March 1998 by acquiring InterContinental from Pan American World Airlines, which was originally founded in 1946 to serve travelers and Pan American staff In January 2000, Bass expanded further with the purchase of Southern Pacific Hotels Corporation (SPHC), adding 59 hotels under the “Parkroyal” and “Centra” brands across Australia, New Zealand, and the South Pacific The acquisition of Bristol Hotels & Resorts Inc., owning 112 hotels primarily in Southeast Asia, strengthened Bass Hotels & Resorts’ position as one of the world’s leading hotel groups The company also divested 988 small pubs and sold Bass Brewery to a Belgian brewery, rebranding itself as “Six Continents” to reflect its shift from a beer-focused business to a global hotel powerhouse Focused on the high-end market, Six Continents continued its hotel acquisitions and sales until October 1, 2002, when it separated its hotel division from its beverages business, creating InterContinental Hotels Group, which was later renamed Mitchells.
& Butlers InterContinental Hotels Group (IHG) became a separate business in the
Since its separation and merger on April 15, 2003, the InterContinental Hotels Group has experienced significant global growth Since 2003, the company has expanded its portfolio through strategic mergers and the creation of new brands, including Candlewood Suites, Indigo, and the Staybridge Suites hotel chain in North America and the United Kingdom Today, InterContinental Hotels Group boasts a widespread international presence, making it a leading player in the global hospitality industry (InterContinental Saigon, 2022).
IHG, a leading hotel group, boasts a portfolio of 17 diverse brands with over 5,000 hotels located across approximately 100 regions and countries worldwide Its flagship brands include InterContinental Hotels & Resorts, Hotel Indigo, Crowne Plaza Hotels & Resorts, Holiday Inn, Holiday Inn Express, Staybridge Suites, and Candlewood Suites, catering to a wide range of guest needs and preferences With a global presence and extensive brand offerings, IHG remains a prominent player in the international hospitality industry.
The InterContinental Saigon Hotel, opened on September 9, 2009, is a prominent new attraction in the heart of Ho Chi Minh City, Vietnam’s vibrant economic hub Located on the main streets of Hai Ba Trung and Le Duan, this 21-floor hotel offers visitors stunning panoramic views of the city’s bustling center As a leading luxury accommodation, the InterContinental Saigon is an ideal destination for travelers and businesspeople seeking a strategic location and an authentic Ho Chi Minh City experience.
The hotel offers 305 luxurious guest rooms, including 240 Deluxe rooms, 46 Club InterContinental rooms, 18 luxury rooms, and a presidential suite, complemented by 260 serviced apartments available for rent Designed with elegance and contemporary style, these 5-star accommodations provide the perfect retreat for both leisure and business travelers visiting Ho Chi Minh City All rooms feature modern amenities, spacious bathrooms with separate bathtubs and showers, ensuring a comfortable and upscale stay (InterContinental Saigon, 2022).
Enjoy breathtaking panoramic views of Saigon’s vibrant city center from the rooms at InterContinental Saigon, where the city’s evening lights, bustling crowds, and serene Saigon River create a poetic and shimmering backdrop For long-term stays, consider renting the luxurious fully furnished apartments at InterContinental Saigon Residences, featuring contemporary design, home theater systems, and high-speed wireless internet for ultimate comfort and convenience As a premier hotel, InterContinental Saigon offers a range of premium services including an outdoor reception area, eight modern conference rooms, and a spacious banquet hall capable of hosting up to 800 guests, all equipped with specialized modern facilities for successful events.
The InterContinental Saigon offers an opulent Club InterContinental Lounge with stunning city center views, exclusively available to VIP guests The hotel features a comprehensive range of amenities, including a luxurious spa, a fully equipped fitness center, a high-quality restaurant, and an outdoor pool All these facilities are located on the property to ensure guests enjoy the best, most comfortable, and most relaxing experience possible.
• 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
Discover luxury at the InterContinental Saigon, featuring 305 beautifully designed rooms equipped with modern amenities such as separate bathtubs and showers The hotel offers a range of accommodation options, including 18 suites, one master suite, 44 Club InterContinental rooms, and 240 deluxe rooms to suit every guest’s preference Guests can enjoy stunning city views from the exclusive club lounge, which provides access to top-tier meeting and event facilities Designed with business travelers in mind, the interiors combine elegance and functionality to ensure a comfortable stay.
Experience unmatched luxury in the Suite Collection at InterContinental Saigon, featuring minimalist yet spacious rooms with living areas, bedrooms, and generous bathrooms offering stunning views of vibrant Saigon Guests can enjoy exclusive access to the Club InterContinental Lounge, which provides complimentary evening cocktails, afternoon tea, and daily breakfast, delivering an exceptional and elite hospitality experience.
Experience ultimate comfort in the Club InterContinental Room, featuring a spacious living area, elegant bedroom, and a roomy bathroom, all offering stunning views of vibrant Saigon Guests can enjoy exclusive access to the Club InterContinental Lounge, providing personalized services and a relaxing environment to enhance their stay.
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).
Discover the luxury and privacy of the Classic View Rooms at InterContinental Saigon, featuring spacious 38 sqm rooms with breathtaking panoramic views over Saigon These well-appointed rooms seamlessly blend timeless design with modern technological amenities, providing a perfect balance of traditional elegance and contemporary comforts Enjoy a range of premium services and conveniences designed to enhance your luxurious travel experience in the heart of Saigon.
Experience timeless elegance and modern convenience in our Classic Rooms at InterContinental Saigon, perfect for both business and leisure travelers Enjoy spacious beds, high-speed internet, and stunning floor-to-ceiling windows offering scenic views of old and new Ho Chi Minh City The rooms feature 24-hour room service, laundry options, and access to a private business center equipped with a fax machine and printer, ensuring a seamless stay for all guests.
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 has updated its corporate logo to feature a bright orange color, reflecting a modern and vibrant brand identity To enhance adaptability across digital platforms and mobile devices, the company simplified its icon, moving away from the previous three-tone red color scheme used in the InterContinental Saigon logo This redesign emphasizes a streamlined, contemporary look that aligns with IHG’s focus on digital content and global branding.
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.”
Our culture is shaped by the influence of our commitments, which breathe life into brands and demonstrate a dedication to enhancing the well-being of employees, visitors, and communities We prioritize environmental sustainability and foster meaningful engagement with stakeholders through active listening and interaction By working collaboratively toward shared goals, we aim to create positive impacts that benefit all stakeholders and promote long-term success.
The hotel does not employ staff at franchise properties and has no control over their daily operations, policies, or procedures due to an asset-light business strategy To fulfill our goal of offering True Hospitality for Good, IHG and franchise hotels are committed to providing a consistent brand experience, conducting business responsibly, and maintaining sustainable practices (InterContinental Saigon, 2022).
OPERATIONAL STATUS OF HOUSEKEEPING
INTRODUCTION TO HOUSEKEEPING DEPARTMENT AT
The room department is a vital component of a hotel, playing a key role in guest interactions and establishing high standards of customer service To exceed guest expectations, staff in this department undergo continuous training and development Hotel rooms are considered the primary product in the industry, with national standards defining a "bedroom" as a space that includes a bedroom and bathroom Premium rooms, such as suites, often feature additional amenities like kitchenettes, bars, extra living areas, and luxurious bathrooms to enhance guest comfort.
The bedroom service is the core activity of the hotel industry, serving as a key source of revenue and guest satisfaction Hotels contribute to social wealth redistribution through on-site exports by offering essential amenities like comfortable beds and basic services The increase in hotel visitors has enabled the expansion of additional guest services, including cuisine, entertainment, and spa treatments, which further boost hotel revenue and enhance the overall guest experience (InterContinental Saigon, 2022).
2.1.2 Relationship with other departments in Housekeeping
Effective coordination between housekeeping and the front office is essential for seamless operations, as these departments must work closely together Housekeeping prepares the rooms after guest departure, and the front office relies on this collaboration to efficiently sell available rooms Maintaining a strong relationship ensures clear communication about vacated rooms, enabling timely cleaning and swift room turnover, ultimately enhancing guest service and revenue (InterContinental Saigon, 2022).
Effective housekeeping coordination with Food & Beverage outlets is essential to ensure clean tablecloths, napkins, and supplies are consistently available for restaurants, banquets, and other F/B venues Staff uniforms must be clean daily to maintain a professional appearance and uphold hygiene standards, especially as they interact directly with guests Regular cleaning and tidying of F/B spaces are crucial to creating a welcoming environment before guest arrival, supporting high service quality at InterContinental Saigon.
Effective housekeeping coordination with Human Resources is essential for seamless hiring, issuing ID cards, promotions, and other employee amenities, ensuring smooth hotel operations (InterContinental Saigon, 2022) Additionally, housekeeping collaborates closely with the Maintenance department to ensure hotel furnishings and facilities remain in optimal condition, contributing to guest safety and satisfaction; this involves coordinating repairs and replacements for broken furniture, electrical appliances, and plumbing fixtures (InterContinental Saigon, 2022).
Effective housekeeping coordination with laundry services is essential for enhancing overall guest satisfaction and service quality Laundry's primary role is to clean contaminated garments and provide fresh linens to guests and hotel departments, ensuring a seamless guest experience Regular communication is necessary to ensure timely delivery of clean bedding and linens, supporting the operations of the hotel restaurant and health club Proper collaboration between housekeeping and laundry departments maintains high standards of cleanliness and operational efficiency, ultimately elevating the hotel's reputation.
MAIN RESPONSIBILITIES OF HOUSEKEEPING
The housekeeping team ensures that all hotel rooms and public areas are consistently clean, well-maintained, and visually appealing, creating a welcoming environment for guests Their prompt and thorough cleaning services keep bedrooms pristine, while ongoing maintenance of every hotel space maintains the property’s fresh and attractive appearance This dedicated effort guarantees that the hotel remains as inviting and pristine as on its first day of operation, enhancing guest satisfaction and overall hotel reputation.
Housekeeping staff play a vital role in identifying maintenance issues during room cleaning and collaborating closely with the maintenance or engineering department for prompt repairs or replacements They routinely report problems related to TVs, air conditioning, heating, plumbing, lighting, electrical systems, furniture, bathroom fixtures, vanities, tubs, towel racks, and ventilation to ensure guest comfort and smooth hotel operations Effective communication between housekeeping and maintenance is essential for maintaining high standards of quality and guest satisfaction at InterContinental Saigon.
The role of housekeeping varies depending on the hotel category, with luxury or full-service hotels offering specialized services such as nighttime or turndown amenities Although the housekeeping department does not significantly impact hotel revenue, it is a vital support function that enhances guest satisfaction and overall service quality (InterContinental Saigon, 2022).
A florist or floral designer is responsible for creating innovative floral décor and overseeing the installation of floral arrangements in hotel lobbies, guest rooms, restaurants, spas, and other public spaces To fulfill their floral needs effectively, they must collaborate seamlessly with housekeeping and other departments such as front office and food and beverage service, ensuring a cohesive guest experience.
Florists are responsible for managing the flower store onboard, including caring for live plants both indoors and outdoors They order fresh flowers for upcoming voyages according to the ship’s floral theme and budget while creating and delivering beautiful flower arrangements to guest staterooms and common areas Additionally, florists maintain silk flowers and handle cleaning duties, ensuring a pristine floral environment They may also assist with clerical and administrative tasks within the housekeeping department, contributing to overall ship aesthetics and guest satisfaction.
A laundry staff member is responsible for washing garments, linens, and other washable textiles based on the specific needs of the business or organization Proper segregation of laundry is essential to prevent mix-ups between different owners’ items Ensuring correct sorting and handling of laundry maintains hygiene standards and boosts operational efficiency Implementing effective laundry segregation practices is key to delivering quality service and customer satisfaction.
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 clean and safe environments in public spaces such as stadiums, shopping malls, hotels, and airports Their duties include cleaning floors, walls, windows, bathrooms, garbage cans, and other surfaces, ensuring a hygienic and welcoming atmosphere They also monitor equipment like vacuums and floor buffers to ensure proper operation and maintenance Additionally, public attendants uphold hotel policies by ensuring the cleanliness and tidiness of guestrooms and serviced apartments, enhancing the overall guest experience and property presentation.
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 hotel employee plays a vital role in ensuring guest satisfaction and fostering repeat business through positive word-of-mouth Guest perceptions are heavily influenced by the quality of facilities, service levels, and assistance provided by staff, directly impacting their overall experience (InterContinental Saigon, 2022) The InterContinental Saigon boasts a team of highly skilled and professional staff, recruited carefully to ensure only the best qualities contribute to exceptional service Attractive employee benefits help attract top talent, resulting in managers and staff with advanced skills and strong professional capabilities These individuals oversee service quality, maintaining high standards in customer interactions, room service, and overall guest experience, which consistently earns the hotel positive guest feedback (InterContinental Saigon, 2022).
The hotel provides professional development courses to enhance staff skills, including fire safety and occupational safety training These programs enable staff to expand their expertise, resulting in more effective customer service By investing in staff training, the hotel ensures higher service quality, improved room service, and reduces mistakes, ultimately delivering a better experience for guests.
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The hotel's language proficiency varies significantly, with only frontline staff and management possessing high levels of foreign language skills, while most employees display only basic proficiency This language gap leads to customer service that prioritizes superficial communication rather than genuine understanding and engagement with guests As a result, hotel staff often operate in a uniform manner, highlighting the need for targeted solutions to improve multilingual communication and enhance guest satisfaction (InterContinental Saigon, 2022)
Employee happiness is a key indicator of a company's success, significantly impacting productivity and commitment When employees are satisfied with their work environment, they tend to be more engaged and motivated Fostering a positive workplace culture can lead to higher levels of employee satisfaction, ultimately driving overall organizational performance.
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
The topic is a crucial driver of both wealth generation and competitive advantage for businesses Companies rely on the material and spiritual contributions of their employees to support their growth and sustainability Consequently, enhancing employee happiness and satisfaction is essential for fostering a productive and motivated workforce, ultimately leading to improved business performance and long-term success.
29 important than ever because it plays a crucial role in keeping qualified individuals (InterContinental Saigon, 2022).
2.3.3 The role of Housekeeping in hotel’s business
The bedroom service business is a vital component of the lodging industry, serving as a primary revenue generator for hotels As a key division within the hotel industry, the rooms division significantly contributes to overall profitability by providing essential amenities and services to guests Enhancing bedroom services can lead to improved guest satisfaction and increased revenue for hotel establishments.
The room department facilitates smooth operation across hotel departments by guiding visitors to essential areas The hotel's increasing guest flow has spurred the expansion of amenities such as dining options, spa massages, visa processing, and a business center, thereby boosting revenue Visitors to the housekeeping area often utilize other services, creating a interconnected guest experience Additionally, the lounge area, influenced by the number of guest rooms and available amenities, can attract a significant number of employees, enhancing overall hotel efficiency and guest satisfaction (InterContinental Saigon, 2022)
PRACTICAL EXPERIENCES AND RECOMMENDATIONS
PRACTICAL EXPERIENCE
During my time at Intercontinental Saigon, I gained valuable work experience and connected with passionate, qualified professionals, building new relationships that will benefit my future career I also significantly improved my communication and teamwork skills, learning to set aside my ego to collaborate effectively and ensure optimal work outcomes.
Starting a new job can be challenging as you adapt to a new environment and unfamiliar colleagues It's common to feel confused or overwhelmed by the extensive new responsibilities that differ from academic life Success in the workplace requires flexibility to understand and meet consumer needs precisely, along with the ability to adapt quickly to dynamic market conditions Developing psychological insight is essential for effectively supporting customers, enabling you to guide them toward making informed decisions and ensuring customer satisfaction.
The housekeeping department at InterContinental Saigon plays a vital role in enhancing the hotel’s reputation and guest satisfaction Its dedicated efforts significantly contribute to the overall success of the hotel Additionally, the department's commitment to excellence supports the development of the local tourism industry, attracting more visitors to the city The collaboration between departments ensures a seamless guest experience, reinforcing the hotel’s standing as a premier destination in Saigon.
Each hotel operates with a unique organizational structure and set of rules, but the primary goal remains to satisfy visitor needs while generating revenue The conference planning process at InterContinental Saigon’s Housekeeping department, despite not being perfect, offers valuable insights into the fundamentals of hotel operations Understanding this process helps investors recognize the crucial role of the housekeeping department and emphasizes the importance of effective development policies in enhancing overall hotel performance.
The tourism sector is experiencing rapid growth alongside the expanding economy, attracting significant interest from both domestic and foreign investors The accommodation industry has developed swiftly since its inception, evolving from basic hotels designed for overnight stays to modern establishments with advanced infrastructure, cutting-edge in-room technology, enhanced service quality, and highly skilled human resources This remarkable progress underscores the sector’s vital role in driving economic development and meeting the increasing demands of travelers.
RECOMMENDATIONS
Effective human resource management is crucial for optimizing hotel room service operations, with skilled labor directly impacting guest satisfaction Improving staff training and development, along with implementing effective promotion policies, are key strategies to attract and retain quality employees To enhance its staffing levels, InterContinental Saigon should focus on these HR practices to ensure efficient cleaning processes and superior guest experiences.
Implement effective "recruitment quality" : First the hotel must perform good
To ensure a high-quality workforce, hotels must prioritize recruitment practices that align with their opening requirements, considering factors such as age, gender, education, experience, soft skills (including computer proficiency, language abilities, and communication), physical fitness, and health It is essential for employers to implement reasonable trial periods and conduct regular training sessions throughout the recruitment process, equipping staff with the necessary knowledge and skills to deliver excellent service and meet customer expectations.
Use effective personnel policy: In addition to the material compensation policy, the hotel needs to pay more attention to the mental accommodation policy for use.
You need to organize more soft skills training and build confidence when talking to the consumer because your soft and communication skills are still lacking.
To enhance practical training for students, the program focuses on extending hands-on experience in specialized fields by providing more teaching and practice tools and replacing outdated equipment Additionally, to ensure student safety and orientation, clear guidance is given before hotel training sessions to prevent students from getting lost.
Promptly address students' questions and learning needs by communicating clearly and specifically about instructor issues, meetings, reports, and practice sessions Providing early, detailed information allows students ample time to prepare effectively, ensuring they are well-equipped for their academic responsibilities.
1 https://sbghcm.org/intercontinental-saigon-the-exclusive-year-end-staycation/ https://insights.ehotelier.com/insights/2015/07/27/five-star-housekeeping-needed- for-five-star- properties/
2 https://hoteltechreport.com/news/hotel-housekeeping-duties
3 https://setupmyhotel.com/train-my-hotel-staff/hk/789- housekeeping.html#:
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4 https://e.vnexpress.net/news/video/how-hcmc-hotel-got-ready-for-obama-s-visit-in- 2016-4263463.html https://business.amchamvietnam.com/list/member/intercontinental-saigon-
206 https://www.icsaigon.com/?gclid=Cj0KCQjw54iXBhCXARIsADWpsG_V7Ux_g0
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5 https://www.oyster.com/vietnam/hotels/intercontinental-asiana-saigon/
9 http://naks.com.au/housekeeping-hotel.php
10 https://www.icsaigon.com/news-media
11 http://nghiduong.com.vn/thong-tin-khach-san-intercontinental/
12 https://badianhotel.com/what-is-housekeeping-department-of-a-five-star- hotel/#:
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13 https://sbghcm.org/intercontinental-saigon-the-exclusive-year-end-staycation/
Student’s full name: Trương Anh Khoa
Student Code: 2014096944 Class: HM20DHE-HM1
Address: CORNER HAI BA TRUNG ST.& LE DUAN BLVD., DISTRICT 1,
BEN NGHE WARD, HO CHI MINH City ,VIETNAM
Date of internship: From June 10 2022
Week Date Content of Internship (what does Comments & the student carry out the task?) Suggestions
In order for students’ internships to have good results, the Department of Tourism - Hong
Bang International University requests organizations to provide feedback on students’ attitudes, task performance, and learning styles during their internship It is essential to confirm and record this information weekly in the provided diary sheet to monitor student progress effectively.
(Supervisor’s signature, full name, to stamp)
ORGANIZATION SOCIALIST REPUBLIC OF VIETNAM
Name: InterContinental Saigon Independence - Freedom - Happiness
Address: CORNER HAI BA TRUNG ST.& LE DUAN BLVD., DISTRICT 1, BEN
NGHE WARD, HO CHI MINH City ,VIETNAM
Student’s full name: Trương Anh Khoa
Student Code: 201409694 Class: HM20DHE-HM1
Faculty of Economy- Administration - Hospitality Management.
Internship at the Department: Housekeeping Department
Supervisor’s name: Mr Tran Duc
Scoring suggestions for each section
Not good (less than 5 points) Good (more than 5- 8 points) Excellent (more than 8-10 points)
1 Sense of discipline and attitude at work (e.g., personal characteristics, obey, patience, clarity, on time, appropriate personal appearance, creativity etc.) (10 points):
2 Knowledge with assigned work (e.g., understand the task, work well, instructional and support colleagues, clear shift, effective work, smooth communication in English, satisfactory task, enthusiasm, etc.) (10 points):