TOPIC CAREER DEVELOPMENT IN FRONT OFFICE DEPARTMENT, PARK HYATT SAIGON HOTEL

VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OFBUSINESS ADMINISTRATION FINAL REPORT 50% CAREER ORIENTATION IN HOSPITALITY DEPARTMENT, PARK HYATT SAIGON HOTEL

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

BUSINESS ADMINISTRATION

FINAL REPORT 50%

CAREER ORIENTATION IN HOSPITALITY

DEPARTMENT, PARK HYATT SAIGON HOTEL

Supervisor name: THS NGUYỄN QUỐC LỘC

THS NGUYỄN HẢI NAM THS VŨ THỊ HỒNG NHUNG

HCM CITY, MONTH DECEMBER YEAR 2020

TON DUC THANG UNIVERSITY

FACULTY OF BUSINESS ADMINISTRATION

*************

REPORT EVALUATION CAREER ORIENTATION IN HOSPITALITY 50%

SEMESTER 1, ACADEMIC YEAR 2020 – 2021

Topic: Career Development In Front Office Department, Park Hyatt Saigon Hotel

Student name: Phạm Thu Hiền Student code: 720H0310

Chapter 1: Overview of organization

- History of establishing and developing

(0.5)

- Hotel and Outlets Description (1.0)

- Hotel structure: Organization chart and

explanation (0.5)

0.5 2.0

Chapter 2: Overview of department

- Overview (1.0)

- Department structure and explanation (1.0)

- SWOT (2.0)

Chapter 3: Plan to achieve the goal

- Preparation for knowledge (0.5)

- Preparation for skill (0.5)

- Preparation for experience (0.5)

CHAPTER 1: OVERVIEW OF ORGANIZATION 5

1 History of establishing and developing 5

2 Hotel and Outlets Description 6

CHAPTER 2: OVERVIEW OF FRONT OFFICE DEPARTMENT 20

1 Overview 20

2 Department structure and explanation 21

3 SWOT analysis (Strengths- Weaknesses- Opportunities- Threats) 24

CHAPTER 3: PLAN TO ACHIEVE THE GOAL 27

3

2020, the year with a large number of disasters, is going to end soon One of the mostenormous disasters this year is the COVID-19 pandemic Strategies to flatten theCOVID-19 curve such as community lockdowns, social distancing, stay-at-homeorders, travel and mobility restrictions have resulted in a temporary closure of manyhospitality businesses and significantly decreased the demand for businesses thatwere allowed to continue to operate (Bartik et al., 2020) Accounting for theunprecedented travel restrictions, the United Nations World Tourism Organizationexpects that international tourists will be down by 20% to 30% in 2020 whencompared to the last year To put this into context, they also drew a comparison fromthe SARS outbreak in 2009, which led to a decline of just 0.4% of the internationaltourist market The hospitality industry accounts for 10% of the global GDP In 2020,

it is forecast that the number of international tourists to Vietnam will decrease byover 80%, domestic tourists will decrease by 45%,the estimated total damage is up to

23 billion USD

The whole industry is front of the brink, there is not really prospective evidence thatour industry will revive in the near future However, at the moment, I am still afreshman, there is a long way for me to really face those difficulties, and from what Iknow, this year, because of the effects of the COVID-19 which lead to the fall ofhospitality, less 12-grade student chose to learn this major, they afraid of theunemployment in the future, but not me, I believe that with the improvement oftechnology, our World will survive after this nightmare, and after that, hospitalitywill become stronger than ever, when people can go outside for a long time, oncethey have a chance, they will go nonstop

Therefore, as a person who is going to work in this field, I need to prepare for myselfthe knowledge, skills, and experiences that are needed for my future, and have a plan

is a must Till now, I had an opportunity to attend a very first class that relates to myprofession, and with plenty of help from my three lecturers, I have pictured how Iwill have grown up in the future At the moment, I have a huge interest in the FrontOffice department, I spent some time working on it I think I am quite good atmaking plan and a good speaker, I have thought that I suitable for working in thisfield Therefore, in this report, I am going to set up a career development plan formyself in The Front Office department, Park Hyatt Saigon Hotel, which is about howshould I grow up and what I need to improve in progress at university and 5 yearsafter graduation

CHAPTER 1: OVERVIEW OF ORGANIZATION

1 History of establishing and developing

Review & Location

Opened in 2005 and renovated in 2015, the 245 room Park Hyatt is the only recentlybuilt Saigon property to acknowledge the locale’s French colonial architecturalheritage in its design

Right in the centre of town on busy Hai Ba Trung St with easy walking access to theshopping, dining, bars and sights of the city Overlooks an unsightly and often fetidcarpark behind the landmark Opera House that definitely needs some attention

Figure : The Introduction on Park Hyatt Saigon Website

5

2 Hotel and Outlets Description

Amenities

The Park Hyatt underwent extensive renovations in 2015 refreshing the look and room amenities

Amenities

The hotel lobby is appealingly cosy and minimal - a pleasant change from theostentation of some of the other five star hotels in town It sets the feel for the ParkHyatt experience

Lobby

Lobby Entrance

Accommodation business

7

Experience the most sumptuous and seamless of stays at Park Hyatt Saigon, one ofthe leading accommodations in Saigon District 1; with 245 rooms including 23suites, which recently underwent a complete renovation of décor, facilities andfurnishings Today, the upgraded French-colonial style rooms combine elegant,traditional comfort with the latest technology, including in-room mini iPads,Nespresso machines and sensor lighting systems For those of you who welcomeadditional space, the suites at Park Hyatt Saigon all feature a separate living room, aswell as a curated collection of oil paintings, antiques, lacquerware and handcraftedembroidery by established Vietnamese artists.

Suites

Park Suite

Lam Son Suite

Park Deluxe Suite

Park Executive Suite

President Suite 1 King Bed

1 King Bed Garden View 2 Twins Bed

10

2 Twin Beds Garden View

1 King Bed Deluxe

2 Twin Beds Deluxe

Designed to inspire the senses

and renew the spirit of the

features four private single

treatment rooms and brand new

high class equipment Park

Hyatt spa adopts a concept that

fully embraces the Mekong

Delta’s essences, such as fresh

herbs, local grains and fruits

Xuan Spa offers a gateway toholistic wellness, and rituals inspired

by Vietnamese beauty and healthtraditions Great care has been taken

to select the finest floral, botanicaland mineral resources from the

experience

11

After a busy day of business or

pleasure, take an invigorating swim in

our 20 m (65.6 ft) outdoor pool or

relax under the tropical sun on the

service offers a delicious selection of

thirst-quenchers and light refreshments

ranging from fruit juices to delightful

cocktails A good selection of light

snacks is also available to satisfy any

craving

Fitness Centre

Located on the 3rd floor,Park Hyatt fitness centrecovers 170 sq m( 1,830 sqft) and features modern LifeFitness cardio equipment

headphones To completeexperience at Park Hyatt, thefitness centre also offersamenities such as personal lockers, bottled water and towers

Business Service

In addition to Park Hyatt signature

Concierge, available 24 hours to see

any bussiness needs, Park Hyatt offer

a full-service business center, located

on the lobby level Find everything

you need in the satellite office, from

translation services and computer

workstations enabled with high-speed internet access

Indulge in a well-rounded dining experience at Park Hyatt Saigon Park Hyatt

signature restaurant, Square One, features authentic Vietnamese and French cuisine While Opera, offers traditional Italian dishes prepared in a large open kitchen and served in a cosy trattoria setting For a great night out, head to 2 Lam Son, the

liveliest nightspot in Ho Chi Minh City On the weekends, rock out with our DJ until late and unwind with a refreshing signature martini or premium glass of

champagne Customers can also listen to live performances by resident musicians every evening at the elegant Park Lounge, which also offers a French-inspired

Afternoon Tea buffet from Friday to Sunday

Special Events

13

Whether you dream of a lavish

formal banquet for hundreds of

guests, or an intimate gathering of

your closest family and friends, the

elegant event spaces at Park Hyatt

backdrop for your wedding in Ho

Chi Minh City, Vietnam

Meetings

Park Hyatt 5-star luxury amenities,

personal service and sleek meeting

venues Ho Chi Minh has to offer,

set the stage for standout corporate

meetings and events Park Hyatt

dedicated event professionals will

ensure that no detail is overlooked

Events

Featuring elegant function space

and sophisticated ambiance, Park

destination for weddings, year-end

occasions Nothing is standard

Your guests will be treated to the

finest cuisines, the most elegant

table settings, unsurpassed service

entertainment Menus are tailored

and varied, and no two events are

ever the same

3 Hotel structre: Organization chart and explanation

Front Office Manager Housekeeping Manager Spa Manager

Director Of HR

Director OfSales

& Marketing

Director Of Engineering

Assistant Director F&B Executive Sous Chef

Pastry Chef

I.S Manager

Training Manager

Engineering Manager

15

General manager

A general manager or GM is an executive who has overall responsibility formanaging both the revenue and cost elements of a company's income statement,known as profit & loss (P&L) responsibility A general manager usually overseesmost or all of the firm's marketing and sales functions as well as the day-to-dayoperations of the business Frequently, the general manager is responsible foreffective planning, delegating, coordinating, staffing, organizing, and decisionmaking to attain desirable profit making results for an organization

Front Office Manager

A front office manager is the senior person in an office environment and accountablefor maintaining a professional work environment, staff supervision, andadministrative support They shoulder a variety of responsibilities, often at thediscretion of the company owner

Housekeeping Manager

A housekeeping manager, or head housekeeper, has overall responsibility forcleaning rooms, laundering bed linen and maintaining furnishings and otherequipment in hotels, residential homes, hospitals and student accommodation

Spa Manager

Spa Managers oversee all aspects of the operations of beauty, health and wellnessspas Their core duties include managing staff, overseeing facility maintenance,developing budgets and creating marketing and promotions campaigns Staff-relatedduties could entail hiring, training and scheduling employees

Director of F&B

A general manager or GM is an executive who has overall responsibility formanaging both the revenue and cost elements of a company's income statement,known as profit & loss (P&L) responsibility A general manager usually overseesmost or all of the firm's marketing and sales functions as well as the day-to-dayoperations of the business Frequently, the general manager is responsible foreffective planning, delegating, coordinating, staffing, organizing, and decisionmaking to attain desirable profit making results for an organization

Assistant Director F&B

Assistant Director of Food and Beverage Responsibilities and Duties Assist Director

in managing daily operations of food and beverage department Assist in hiring,training and disciplining employees to achieve departmental objectives

Executive Chef

An Executive Chef oversees the daily operations of restaurant and hotel kitchens.This may include hiring, training and overseeing kitchen staff, and ensuring a high-quality, cost-effective product Also known as Chef Manager or Head Chef

Executive Sous Chef

The Executive Sous Chef is responsible for all aspects of the kitchen such as menuplans, operations, recipes, financial responsibility, portion and inventory control,food quality, and employee supervision The Executive Sous Chef providesleadership training and hands-on management of the kitchen staff

Pastry Chef

A pastry chef or patisserie, is a station chief in a professional kitchen, skilled in themaking of pastries, desserts, breads and other baked goods They are employed inlarge hotels, bistros, restaurants, bakeries, and some cafés

Director Of Finance

The Director of Finance is responsible for all accounting and financial requirements

of his/her company, also for providing financial support, advice and expertise to theGeneral Manager and hotel team, with the aim of maximizing value

Director Of Human Resourse

HR directors are responsible for the smooth and profitable operation of a company'shuman resources department Typically, they supervise and provide consultation tomanagement on strategic staffing plans, compensation, benefits, training anddevelopment, budget, and labor relations

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Training Manager

The Training Manager is crucial to the success of your hospitality business They areresponsible for creating and implementing training programs and overseeing thedevelopment of careers They set performance metrics, evaluate productivity andhelp employees create long-term career plans within an organization

Director Of Sales & Marketing

The Director of Sales & Marketing is responsible for managing the implementation

of the hotel's sales and marketing strategies and achieving budgeted top line revenuefor the hotel The DOSM is accountable for guest room and catering/banquetrevenues

Director Of Engineering

The Director of Engineering is responsible to coordinate and manage the day-to-daymaintenance and up-keep of the hotel as it pertains to engineering KeyResponsibilities: Ensure preventive and corrective maintenance of the real estate.Engineering Manager

Responsible to manage all aspects of maintenance staff on a daily basis Directs,coordinates and performs routine, preventive and emergency interior / exteriormaintenance and repairs to obtain optimum efficiency and economy of hoteloperations

CHAPTER 2: OVERVIEW OF FRONT OFFICE DEPARTMENT

1 Overview

It is the one of the many departments of the hotel business which directly interactswith the customers when they first arrive at the hotel The staff of this department isvery visible to the guests

The general role of Front Office is welcome guests when they check in and checkout All the employees in this department are the first to directly meet, communicateand respond to the customer needs This department can be said to be the face of thehotel, helping the customers get the first experience of the hotel’ service This meansFront Office department can have the impact on other service in the hotel such asefficiency of revenue, F&B, entertainment,… Front Office is the common linkbetween customer and the business

Take a closer look, some functions of the Front Office Dept are:

Providing information, referrals and advice to customers about hotel services

Receive and promptly resolve complaints of the hotel

Receive reservations and arrange rooms for guests

Coordinate with other departments of the hotel to ensure the requirements of the customers during their stay at the hotel

Do check in and check out procedures when the customers arrive and leave.Reception is not an easy job, requiring you to have the right elements:

Good communication: The hotel receptionist every day has to communicate withhundreds of customers from different places so communication skills are veryimportant Good and skillful communication will easily leave a beautiful impression