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

VIET NAM GENERAL CONFEDERATION OF LABORTON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION FINAL REPORT 50% CAREER ORIENTATION IN HOSPITALITY TOPIC: CAREER DEVELOPMENT IN FRONT O

VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

FINAL REPORT 50%

CAREER ORIENTATION IN HOSPITALITY

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

THS NGUYỄN HẢI NAM THS VŨ THỊ HỒNG NHUNGStudent name: TRAN THI THUY VY

Student ID: 721H023

Class: 21H70501

HCM CITY, MOTH 12 YEAR 2021

TON DUC THANG UNIVERSITYFACULTY OF BUSINESS ADMINISTRATION

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

1

VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

FINAL REPORT 50%

CAREER ORIENTATION IN HOSPITALITY

TOPIC: PERSONAL DEVELOPMENT PLAN DURING COLLEGE AND 5 YEARS AFTER GRADUATION AT PARK HYATT SAIGON HOTEL LOBBY

Supervisor name: THS NGUYỄN QUỐC LỘC

THS NGUYỄN HẢI NAM THS VŨ THỊ HỒNG NHUNGStudent name: TRAN THI THUY VY

Student ID: 721H023

Class: 21H70501

HCM CITY, MOTH 12 YEAR 2021

TON DUC THANG UNIVERSITY

FACULTY OF BUSINESS ADMINISTRATION

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

2

REPORT EVALUATION CAREER ORIENTATION IN HOSPITALITY 50%

SEMESTER 1, ACADEMIC YEAR 2021 – 2022 Topic: CAREER DEVELOPMENT IN FRONT OFFICE DEPARTMENT,

PARK HYATT SAIGON HOTEL Student name: Trần Thị Thúy Vy Student

Code: 721H023

Evaluation

1 Format:

- Present according to required guideline (font, page

number, table content, charts…)

- No spelling mistake, typing mistake, referencing

mistake Clear and understandable sentences

2 Content Introduction

Chapter 1: Overview of organization

- History of establishing and developing (0.5)

- Hotel and Outlets Description (1.0)

- Hotel structure: Organization chart and explanation

Chapter 3: Plan to achieve the goal

- Preparation for knowledge (0.5)

- Preparation for skill (0.5)

- Preparation for experience (0.5)

TABLE OF CONTENTS

PREMED 5

Chapter 1: Overview of Park Hyatt Hotel 6

1.1 Hyatt Corporation 6

1.2 History of formation and development of Park Hyatt Saigon Hotel 7

1.3 Business areas of Park Hyatt Saigon 8

1.4 Personnel organization structure 14

Chapter 2: Front Office Overview 15

1 Department overview 15

2 Department Positions and Roles 15

3 Job Opportunities 15

3.1 Titles in the department 15

3.2 How to organize work in front office 15

3.3 Requirements and salaries of titles 16

3.4 Pros, cons, opportunities, and challenges of working in front office 18

Chapter 3: Plans to Achieve the Desired Position in the Department 21

Conclude: 22

Currently, tourism is a smoke-free industry that is very focused on development in most countries in the world, and Vietnam is no exception We are trying to make tourism a key industry, driving other economic sectors to develop To do that, there must be appropriate policies and strategies to develop tourism, in which business activities are one of the most important areas to be paid attention to How the annual customer base is hosted by a travel company is very important, it makes the revenue that comes with profitability and forms a brand as well as its position in the domestic, regional and worldmarkets Therefore, researching, analyzing and understanding the structure of the

customer market is a very important and urgent issue, it will help businesses orient the customer market that they want to target At the same time, we also have appropriate customer care policies, as well as help expand the market and attract many new

customers Accommodation and dining businesses act as producers providing products directly to visitors and are one of the main and most important components of the tourism supply It can be said that anywhere in the world wants to develop tourism, it is necessary to develop a system of hotel businesses to provide services to satisfy the needs

of food and sleep – indispensable needs during human travel The proportion of revenue

of this type of business always dominates the total revenue of the whole tourism industry

in countries

Chapter 1: Overview of Park Hyatt Hotel

1.1 Hyatt Corporation

Hyatt is the world's leading hotel management group with over 62 years (1957 - 2019) experience managing more than 700 hotels worldwide

History of hyatt group formation

Hyatt was founded in 1957 by Jay Pritzker, the third-oldest of the Pritzker family Overthe next decade has evolved into North America's fastest-growing ownership and management system

1967: Hyatt Regency Atlanta Hotel & Resort with unique design makes Hyatt a pioneer in global hospitality services

1969 opened its first hotel outside the U.S with Hyatt Regency Hong Kong project

1980: Introducing the Grand Hyatt (New York) and Park Hyatt (Chicago)

1990: Hyatt enters global vacation ownership

2006: Introducing the Hyatt Place brand

2007: Introducing the Andaz brand, Hyatt becomes one of the fastest growing multinational companies, ideas are developed on a global scale

2009: Joined the New York Stock Exchange

1 Luxury: Park Hyatt

2 Wellness: Miraval (Acquired by Hyatt in 1995)

3 Premium: Grand Hyatt, Hyatt Regency, Hyatt

4 Lifestyle: Andaz, Hyatt centric, the Unbound Collection by Hyatt

5 Modern Essential: Hyatt Place, Hyatt Hhouse

6 All Inclusive: Hyatt Zilava, Hyatt Ziva

7 Vacation ownership: Hyatt Residence Club

1.2 History of formation and development of Park Hyatt Saigon Hotel

To become a luxurious and magnificent hotel like today Park Hyatt Saigon has gone through many ups and downs to be able to come into operation

It is known that Park Hyatt Saigon was built by the initiative of Dr Nguyen Van Hao – who served as Deputy Prime Minister in the old Saigon regime Because he represented

a part of the knowledge at the time and showed a strong spirit of respect for the nation, the Central Leadership supported and dedicated the 6,500m2 land in a favorable location

to implement the construction of the project

In 1993 to raise investment capital, a joint venture was formed in the form of a joint venture called Grand Imperial Saigon Hotel Company

Although the project was licensed for investment in 1994, started in 1996, when the financial crisis occurred in Asia in 1997, the project was not restarted until 2002

The 5-star Park Hyatt Saigon hotel was finally completed in July 2005 and officially opened in October 2005

Park Hyatt Saigon hotel is a 5-star standard hotel located in the center of the city right

at Lam Son Square In District 1 The building is surrounded by a system of touristattractions such as restaurants, parks, commercial areas Park Hyatt Saigon hotel is

designed with colonial Indo-Indochina architecture mixed with culture, beauty and

tropical climate in Vietnam

Park Hyatt Saigon hotel is invested by Grand Imperial Saigon Hotel Company andselects Hyatt Group as a manager – this is a hotel management unit with scale andreputation worldwide

The prestigious awards that the hotel received:

Park Hyatt Saigon is in the top 10 "Best City Hotels in Asia" – the world's largest travel magazine thanks to its positive reviews from its downtown location, luxurious design, attentive service and renowned restaurants.

Park Hyatt Saigon has been named in the list of "World's Best Hotels" 11 times

Not long after, this hotel was voted "Best Business Hotel in Ho Chi Minh City" at the Business Traveller Asia-Pacific Awards 2015

Since 2007, Park Hyatt Saigon has been consistently loved by readers and voted "Best Business Hotel in Ho Chi Minh City" This is the ninth consecutive time Park Hyatt Saigon has been honored with this prestigious award

1.3 Business areas of Park Hyatt Saigon

Park Hyatt Saigon is a new 5-star hotel operated in Vietnam operated by American international group Hyatt Located in the heart of the city, at Lam Son Square, the hotel offers guests absolute luxury standards and services of international standards This includes business types such as:

Rooms

The hotel has 252 luxurious guest rooms including 21 apartment rooms, a large

swimming pool, a modern spa, high-end refreshments and restaurants along with a equipped mall and meeting room, banquet hall, wireless Internet of public areas

well-All hotel amenities meet business and entertainment needs, giving guests comfortable and convenient holidays

Room type :

Park Twin or King: includes 34 m2 rooms, designed in a classic style with wooden floors, private work area, super-fast Internet, marble bathroom with a separate bathtub and shower area There is one King bed or two single beds .

Park Deluxe King hoặc Twin : includes the amenities of the Park room, located on the 3rd floor, adjacent to the pool, with its own terrace Rooms of this type all have glass windows with wooden shutters that open to the terrace, and head towards the beautiful swimming pool or tropical garden

Park Suite King: includes a separate living room area with a sofa, bedroom with a large marble bathroom Glass-mounted wooden windows combine harmoniously with woodeninteriors, giving a cozy feel to visitors

Park Executive King: (110 m2) – includes a separate bedroom, living room and dining room with a capacity of 5 people, accompanied by a small kitchen The bathroom is large marble with a large bathtub and a separate shower area with LCD flash-screen televisions

Presidential Suite: located on the top floor of the building, consists of a white marble break room and a large wooden living room, arranged with a set of sofas The dining room can accommodate 8 people with a small kitchen full of tools The room is equipped with state-of-the-art, modern technology including multi-channel satellite television, DVD player, broadband Internet with voicemail system There is also a make-up area, a large storage room, a personal iron cabinet Wide marble bathroom with wide bathtub and LCD panel flat-screen televisions

Room amenities:

- Air conditioning

- Coffee and tea making tools

Restaurant and Bar

Opera - a modern-style restaurant that serves pizza, noodles and local dishes with breakfast, lunch, dinner, snacks and outdoor dining, with views of Lam Son Square

Square One (located upstairs) – a large restaurant, a pleasant and comfortable

atmosphere specializing in serving Western and Vietnamese dishes The restaurant has 5display kitchens including a juice and wine counter, 4 private dining rooms and a large glass of wine that showcases the characteristics of the world's wines

Park Lounge – an ideal spot for business or social meetings, elegantly designed with glass windows with city views.

Entertainment facilities

Spa with 7 treatment rooms

- Sauna with bathtub

- Body treatments and beauty care

- Take care of hair and toenails, hands

The 20-second swimming pool is located in a beautiful garden

- Fully equipmented gym

Meeting room & function room

Large room, 550m2 divided into 3 soundproofed areas with a capacity of 450 guests, 4 meeting rooms (of which 2 rooms have balconies and natural light) 2 board meeting rooms

There is also an area for exhibitions or relaxation with cocktails or coffee

Amenities & Other services

Chapter 2: Front Office Overview

1 Department overview

• Brief

- Front office (FO) means the Lobby department in hotels, resorts

- Front Office is responsible for welcoming and supporting customers during the customer's stay at the hotel

Front Office is the first department where employees will communicate and build

relationships and give customers their first impression of the hotel

2 Department Positions and Roles

• Missions

Welcome guests and welcome guests

- Receive and resolve customer requests

- Guide and help guests with the in-receipt and dismite-and-off procedures

- Store and fill in the guest's information on the hotel system

- Report to the chief manager about the operation situation

- Support other departments to complete the task well

Transfer your requests and information to relevant parts of the hotel

• Roles

- Is a bridge between customers and hotels / hotel services Make a good impression on the hotel guests

It is a bridge between the parts of the hotel

- Is a powerful department to help advise and comment on the hotel situation, needs,

customer tastes

3 Job Opportunities

3.1 Titles in the department

- On-duty management

- Manage customer service department

- Supervising customer service

- Supervising the lobby department

- Driver

- Customer relations staff

- Baggage handle

- Pick-up staff at the airport

3.2 How to organize work in front office

3.3 Requirements and salaries of titles

a Requirements

• FRONT OFFICE MANAGER

- Have a lot of experience in managing and solving problems

- Office informatics, information technology: MS Office

- Have skills, knowledge of customer service

- Skills in solving problems and handling situations, questions and complaints of customers

- Fluent in English

• ASSISTANT FRONT OFFICE MANAGER

- Organizational, management and supervision skills

- Foreign language proficiency, flexibility and good work under pressure

- Knowledge and experience using Smile, Opera / Fidelio hotel software

• FRONT OFFICE SUPERIVSOR

- Solid professional knowledge

- Have the capacity and management qualities

- Good communication skills

- Fluent foreign language communication

- Good work ethic

- Mastering regulations, standards and technical procedures in supervision

- Have professional experience

• RECEPTION Welcome guests.

- Introduction of room types

- Check-in/check out

- Resolve complaints from guests

- Provide information and services to customers

+ REQUEST

- Appearance

- Good communication ability

- Good at foreign languages

• CONCIERGE

- Pick up passengers at the airport

- Help guests move

- Manage luggage warehouses

- Deliver mail/fax /mail to guests

- Answer questions about places to eat, play, nearby tours

+ REQUEST

- Easy-to-see appearance

- Open, vivacious, friendly, flexible

- Priority is given to candidates with experience working at a 4.5-star hotel

• OPERATOR

Take all calls into the hotel

- Forward the call to the right department, staff or customer who is staying at the hotel

- Note, forward messages, handle customer offers.

Manage and record paid calls

+ REQUEST

- Coherent voice, standard pronunciation Good English

- Basic office computer

Care, just, be careful

- Know how to manage, arrange work

Priority is given to experienced candidates

• CASHIER

- In charge of the guest's room-and-rescue activities while staying at the hotel

- Payment bill of hotel services such as cuisine, laundry, minibar, car rental, tour

- High school graduation

- The ability to handle transactions accurately Responsible

- Basic math knowledge and computer skills

- Polite, courteous hardworking attitude

- Fax delivery for guests and internally

- Meet meeting room requirements

- Processing requests for copy/printing of documents

- Addressing requirements for types of means of transport, sessions - interpreters

- Have degrees and certificates of KS

- Friendly, enthusiastic personality

- Office informatics skills: Word, Excel

- Know how to use fax, printing, photocopying machine

• GUEST RELATION

- Note complaints, comments of customers and resolve within the allowed framework

- Deploy surveys, capture customer preferences and satisfaction levels to improve hotelproducts and services

- Have a Bachelor of Marketing/Business Administration degree Good English

- Knowledge of the company's products and services