Hotel professional skills assignment hotel group jw marriott… 1 hotel jw marriott hotel hanoi

INTRODUCTION This thesis introduces one of the largest hotel groups in the hotel industry in theworld, JW Marriott.. The dissertation traced the history of the JW Marriott HotelGroup, sp

HANOI OPEN UNIVERSITY

FACULTY OF TOURISM

HOTEL PROFESSIONAL SKILLS ASSIGNMENT

Nguyễn Phương Nhi

Lê Trung Nghĩa

Hanoi, 2022… 4

1

2

3

INTRODUCTION 2

1 History of hotel industry in the world and in Vietnam 4

1.1.1 The Middle Ages 4

1.1.2 The modern hotel industry 4

1.1.3 Hotels in the 18 and 19 centuries th th 4

1.1.4 Hotels in the 20 century th 5

1.1.5 The post modern hotel industry 5

1.2 History of hotel industry in Vietnam 6

2 Introduction of the hotel group JW Marriott 8

3 Introduction of the JW Marriott Hotel Hanoi 9

3.1 Organizational structure 10

3.2 Services provided in the hotel 12

3.3.1 Accommodation service 12

3.3.2 Food & Beverage service 13

3.3.3 Conference service 15

3.3.4 Recreation & Healthcare services 20

3.3.5 Other supplementary services 21

CONCLUSION 24

APPENDIX 25

REFERENCE 26

INTRODUCTION

This thesis introduces one of the largest hotel groups in the hotel industry in theworld, JW Marriott The dissertation traced the history of the JW Marriott HotelGroup, specifically the JW Marriott Hanoi Hotel, from its beginning to the present day.This thesis includes 3 parts: the first part is history of hotel industry in the worldand in Vietnam In the next part of the thesis, we will discover the some interestingdata about the hotel company, JW Marriott Finally is the introduction of JW MarriottHanoi Hotel

JW Marriott International, the American multinational company in the hotelindustry leads the list with the Top 10 major hotel companies in the world for 2021.This is the largest hotel chain in the worldwide by the number of available rooms Ithas 30 brands with more than 7000 hotels including nearly 1.500.000 rooms in morethan 130 countries and territories

We would like to express our gratitude and appreciation for all the groupmembers whose participation, support and hard-working have been invaluablethroughout this study

This report is belonged to our group, not a product of plagiarism

MAIN CONTENT

1.History of hotel industry in the world and in Vietnam

1.1.1 The Middle Ages

During the middles ages inns and staging posts were established as rest spotsfor travellers, while abbeys and cloisters also offered places for tired travellers tospend the night

Inns cropped up around Europe and the rest of the world, but traveling duringthis time wasn’t particularly safe and/or common Pilgrims, couriers, andgovernment workers were most likely to use these services

1.1.2 The modern hotel industry

The history of the hotel business as we know it dates back to the fifteenthcentury Laws requiring hotel and inn owners to maintain guest lists wereintroduced in France and England At this time, there were roughly 600 registeredinns in England These were the forerunners of the modern hotel and were verycomparable to what was available in Ancient Greece and Rome Simply put, thereare more laws in place now These inns offered the traveling party food, a place tostay, as well as stalls and feed for any horses

An inn typically consists of a back stable area, a front kitchen and parlor, and

an inner court with bedrooms on either side Before the advent of railtransportation, coaching inns were essential In England, there were up to 10 ofthese in each town, and they were spaced roughly 7 miles apart The competitionamong inn owners was fierce To ensure the journey went as smoothly as possible,they permitted the horses to be switched out Except for the extremely wealthy,very few people were still traveling for "leisure" at this point Mostly business tripsand mail coaches were involved

Inn owners began managing their lodgings in a more professional way in aneffort to adapt and try to become the inn of choice in any given town This meanthaving set mealtimes and schedules This is where we start to see likenesses to themodern hotel industry

1.1.3 Hotels in the 18 and 19 centuries th th

The history of hotels has not changed massively since the 18th century Inthe middle of the 1700s, hotels merely expanded and offered more services Hotelshad to expand and offer more to guests as wealthy people started traveling fartherafield and leisure travel became more popular than it had ever been (think of theupper classes of ancient Greco-Roman culture)

In 1768, Exeter had one of the first modern hotels The City Hotel in NewYork City was built next However, it wasn't until the early 1800s that the conceptcaught on, and hotels began to spring up across Europe and North America.Mivart's Hotel in London (later Claridges) opened in 1812, while TremontHouse in Boston, USA, opened a few years later in 1829 Tremont House holdsnumerous industry firsts It was the first hotel to have indoor plumbing, includingtoilets and baths, as well as free soap (a tourist favorite) and a proper reception

area that did more than just take payments As time passed, more and more hotelsopened.

People had more income and time off as a result of the industrial revolution,which provided regular but structured work Travel is becoming more accessibleand appealing With the invention of trains and automobiles, as well as shorterworking hours and other advantages, travel was no longer limited to the wealthy!Demand caused a watershed moment in the history of hotels, as they skyrocketed

in popularity By the 1900s, there were numerous hotels all over the world

1.1.4 Hotels in the 20 century th

As the physical aspect of travelling got easier and became morecommonplace, the hotel industry boomed The economy experienced a massiveboom in the second half of the twentieth century as well This meant that thepopulation increased, demographics shifted, and many areas became more urban

As people's desire to travel grew, so did the variety of hotels

The hotel boom was a significant part of tourism history With travelbecoming more popular, there had to be a wide range of options This is why wenow see beach resorts and motels, golf resorts, and budget hostels around theglobe.The diversity within businesses meant that different target audiences werecatered to! It also meant prices could vary depending on what particular hotelswere offering Hotel categorisation has brought a whole new level to the industry.And, of course, the expansion of international travel meant that hotels andresorts around the world had a whole new clientele to cater to: foreign tourists.People were no longer only traveling within the country They were now traveling

to other countries to explore, staying for longer periods of time and expectingmore from their trip

So, while the concept of a hotel hasn't changed much since the beginning

of time, they have always had to adapt to the next big thing

1.1.5 The post modern hotel industry

The sharing economy has grown significantly in recent years The idea issimple: peer-to-peer transactions are gaining popularity over traditional consumerpurchases So, what does this mean for the hotel industry's history? In recent times,there has been a decrease in hotel bookings and price reductions in some areas.Airbnb (airbed and breakfast) is one of the main culprits, but there are other similarplatforms as well Airbnb allows people to rent out their spare rooms to othertravelers With the growth of niche tourism and an increased consumer desire forthe new and different, some researchers predict that more unique hotels, such asecolodges and themed hotels, will spring up around the world

1.2 History of hotel industry in Vietnam

According to the research of historians, the French brought the hotel business intoVietnam in the 1880s and started building hotel chains in Saigon, followed by Hanoiand Hue However, Mr Vuong Dai was the one who laid the first "brick" to bring thehotel industry into the Vietnamese market, and to this day, people regard Vuong Dai asthe ancestor of real estate development (including hotels and offices for lease ingeneral)

Mr Vuong Dai, a great businessman of Chinese origin in Saigon, built the MaisonWang Tai in 1867 as his residence and office Vuong Dai sold the building to thegovernment for 254,000 francs until 1880 The structure was later renamed theCosmopolitan hotel and became a destination for wealthy travelers seeking European-

According to Dr Nguyen Duc Hiep's article "Saigon, Catinat Street in the EarlyTwentieth Century," the first hotel in Vietnam was built and managed by the French,named Hotel Laval (also known as Fave Hotel, located in Hanoi on Catinat-Dong Khoistreet today) The Laval Hotel was built by Bazin, Cazaux, and Salvaire and designed

by Mr Élisée Fave

The Laval Hotel is the first place that French military and civilian officials whohave just arrived in Saigon to work or set up a business go to stay before finding their

own place When French pharmacologist Mr Arthur Delteil arrived in Saigon in 1882,the Fave hotel had three floors: the ground floor was the dining hall with "panca" fans

on the ceiling; the upper two floors were the rooms Each room had a shower and

"robinet" water (considered a convenience at that time) Mr Fave built the hotel, andwith its success, he became wealthy when he returned to France In Léon Caubert's

1891 Memories of China, the following conversation is mentioned: "Did you find agood hotel to stay at last night?" I asked him “Yes,” he replied,” They advised me tochoose “Laval Hotel to sleep and Hotel l’Univers (Olivier) to eat at”

Pierre Cazeau, a French building materials manufacturer, began construction onthe Continental Hotel in 1878 and finished it two years later Prior to 1975, the hotelwas owned by three different people: the Duke of Montpensier in 1911, and the

"brother and sister" of Corsica—Mathieu Francini in 1930 By the 1960s and 1970s,the Vietnamese government had temporarily forced commercial establishments to useVietnamese signs Since then, the hotel has also been referred to as "Dai Luc LuQuan."

After taking over Hanoi in 1883, the city government started planning SwordLake A French capitalist owner built the Grand Hôtel (Great Hotel - now Intimexcompany) opened in November 1885 and this is said to be the first hotel in Hanoi.According to André Masson's book Hanoi in the period 1873-1888, translated by LuuDinh Tuan, Hai Phong Publishing House: The Grand Hotel has a 50-seat dining room,and the first billiard table was imported into Hanoi All of the windows are glazed, andlanterns illuminate the space at night.

In 1899, Gustave-Émile Dumoutier and André Ducamp contributed funds to theconstruction of the Grand Hôtel Métropole Palace on Henri-Rivière Avenue (present-day Ngo Quyen Street) The hotel opened in 1901 and quickly became known as "themost massive hotel in Indochina" (according to Indochinoise newspaper, March 18,1901)

Saigon Morin is one of Vietnam's oldest hotels, having been built in 1901 byFrench businessman Henri Bogaert The Grand Hôtel de Hué was later given toAlphonse Guérin and was the only hotel in the city at the time The Morin familypurchased the hotel in 1906, ushering in a glorious era that lasted until the French leftVietnam

2 Introduction of the hotel group JW Marriott

JW Marriott is part of Marriott International's luxury portfolio, which includesaward-winning properties and stunning resort destinations all over the world JWMarriott provides a haven for guests to focus on their mind, body, and spirit—throughprograms and offerings that encourage them to come together and experience everymoment to the fullest—inspired by J Willard Marriott, who took care of himself so hecould take better care of others Today, there are over 100 JW Marriott hotels in over

35 countries and territories around the world, catering to sophisticated, mindfultravelers looking for experiences that allow them to be fully present, foster meaningfulconnections, and feed the soul

The first JW Marriott, named after

founder J Willard Marriott, opens in

downtown Washington, D.C in 1984

The JW Marriott logo (Griffin)

represents the lion's bravery and power, as

well as the eagle's soaring flight and

vision JW Marriott is a premium hotel

chain owned by Marriott International It is named after John Willard Marriott, thefounder of Marriott Corporation.

3 Introduction of the JW Marriott Hotel Hanoi

The Marriott Hotel Hanoi, also known as the J.W Marriott Hotel Hanoi, is one ofVietnam's most recognizable hotels The astonishing structure of the hotel itself is alandmark, a mimic of "the legend dragon" by the shores of Vietnam, which claimed theInternational Property Award in 2017, four years after its operation, in Hanoi's newBusiness District and adjacent to the National Conventional Center

The hotel was inspired by the image of the legendary dragon in folklore as well asVietnam's beautiful beaches The hotel has a beautiful architectural style that blendsmodern and media, and it is located in a light and peaceful area of the NationalConvention Center academicians As a result, resort or business hotel guests frequentlychoose the hotel when visiting Hanoi The hotel has 395 rooms and 55 suites, withrooms ranging from standard to deluxe The rooms have floor-to-ceiling transparentglass windows with views of the lake and the city

J.W Marriot Hanoi is the first 5-star hotel that Bitexco invested and under themanagement of Marriot International , completed construction and entered servicesince 2014 Marriot (2021)

Acclaimed hotels so far point:

- The best hotel in terms of MICE service in Vietnam voted by The Guide Awards in

2013 - 2014 - 2015 - 2016

- The hotel has the most beautiful design and construction in the Asia-Pacific region in2014

- World Luxury Hotel Awards 2015

- The best culinary restaurant in Vietnam in 2016 awarded by the World LuxuryRestaurant Awards: French Grill Restaurant

- 2016 World Luxury Spa Award awarded by World Luxury Spa Awards

- "Luxury Hotel of the Year" 2017 awarded by The Luxury Travel Guide Awards.

- Top 10 most luxurious and classy 5-star hotels in Vietnam in 2017 awarded byVietnam National Administration of Tourism

- The most luxurious French restaurant in Vietnam in 2017 awarded by World LuxurySpa & Restaurant Awards

- Awarded Best Luxury Spa Service in Southeast Asia in 2017 by World Luxury Spa &Restaurant Awards

- The hotel has the most unique architectural design in 2018 awarded by the VietnamTourism Association

3.1 Organizational structure

(Source: HR Department of JW Marriott Hanoi Hotel)

- General Manager: The current hotel operator is Mr Mark Van Der Wielen, anexperienced manager He runs all activities in the hotel, understands the rules andregulations of the group, and is the one who communicates and connectsMarriottInternational with JW Marriott Hanoi At the same time, he is also the

Director

of the Finance

Director

of the Sales &

Marketing

Director

of the HR

Director

of the Security

Director

of the Engineering

Head of departmen t

Head of departmen t

Head of departmen t

Head of departmen t

Head of departmen t

Supervisor Supervisor Supervisor Supervisor Supervisor Supervisor Supervisor Supervisor

person who directs and supervises the implementation of plans from the investor tocontribute to improving the operational efficiency of the hotel The GeneralDirector's Office is the highest administrative function in hotel management Underthe leadership and guidance of the General Director to make work plans, rules, andregulations to achieve the business goals of the hotel; urge the inspection and directthe departments to complete the assigned work; Coordinate relationships and workbetween departments in the hotel, on behalf of the hotel to contact externalorganizations, agencies, and hotels to deal with daily administrative tasks to ensurethe business of the hotel The hotel runs as usual.

- Front desk department:

 Function: This is the main contact department with customers, so its mainfunction is to book rooms, check-in, check out, and pay for guests

 Duties:

 Selling hotel products and services to customers

 Receiving and processing customer information

 Update documents and books

 Coordinate with other departments to meet customer needs

 Ensure the hygiene of laundry: linen of the hotel, items sent by guests

 Make a plan with related departments for daily and periodic maintenanceand repair

 Check and control spending for the department: chemicals, cleaning tools,amenities

 Regularly communicate with the front desk to sell rooms to guests

 Schedule work and manage the number of employees in the department

- Finance department:

 This department performs both advisory and executive functions in the hotel

 Specific duties of this department include:

 Control all expenses on hotel activities

 Organize the apparatus and implement the accounting regime to suit thebusiness situation of the hotel.

 Perform statistical work

- Sales & Marketing department:

 The main function of this department is to bridge the gap between thecustomer and the internal resources of the hotel

 The main tasks of this department are:

 Determine the selling price and adjust the price to suit the market

 Organize and carry out the pre-registration (sale) of rooms

 Organize meetings (conferences, seminars, parties)

 Organizing promotional activities, propaganda, and advertising about thehotel to customers

- Human Resources department: This department does not directly serve customers,but plays an important role for the hotel's business to be effective because they areresponsible for human resource management of all hotel staff, for employeerewards and punishments as well as training the most basic skills for employees

In addition, this department also handles questions and promotions of employees tothe hotel's Board of Directors

- Security department:

 Controlling the entry and exit of employees must be on time for each shift

 Check the bag to make sure there is no theft of the staff's belongings as well asthe hotel's property

 Participate in fire prevention and fighting work

 Always keep the responsibility to ensure security, order, and safety in the hotel

 Coordinate with security forces in the area to ensure the safety of the hotel

- Engineering (Technical) department: Perform the function of managing technicalfacilities of the hotel Provide the necessary technical conditions for the hotel tooperate normally and ensure the quality of the hotel's services The main tasks ofthis department include: Planning for operation management, maintenance, repair,and renewal of civil electrical equipment, electronics, water supply and drainage,mechanics, and household appliances of the entire hotel

welcomed by the friendliness of dedicated staff and enjoy the highest level of service

in the region, ensuring to bring customers an unforgettable and impressive experience.The Marriott Hanoi consists of 9 floors, with 414 standard short-term rooms, 34luxury rooms, 1 Vice President’s room, and 1 super luxury room for the President

- Deluxe 2 Double Room with City View The area is 48m Room tariff ranges2from207$ - 244$

- Deluxe King Room with City View The area is 48m Room tariff ranges2from207$ - 244$

- Deluxe 2 Double Room with Lake View The area is 48m Room tariff ranges2from229$ - 266$

- Deluxe King Room with Lake View The area is 48m Room tariff ranges2from229$ - 266$

- Executive King Room with City View The area is 48m Room tariff ranges2from272$ - 330$

- Executive 2 Double Room with City View The area is 48m Room tariff ranges2from272$ -330$

- Executive King Room with Lake View The area is 48m Room tariff ranges2from293$ -315$

- Executive 2 Double Room with Lake View The area is 48m Room tariff ranges2from293$ - 315$

- Deluxe Suite The area is 65m Room tariff ranges from358$ - 395$2

- Executive Suite City View The area is 90m Room tariff ranges from401$ - 438$2

- Executive Suite Lake View The area is 90m Room tariff ranges from444$ - 481$2

- Grand Suite The area is 150m Room tariff ranges from853$2

- Chairman Suite The area is 200m Room tariff ranges from6018$2

- Presidential Suite The area is 320m Room tariff ranges from6449$2

At Marriott you will enjoy the most luxurious room in Hanoi with:

- The lowest spacious room from 48m2, wooden floors and glass doors aresynchronized from floor to ceiling

- All rooms of the hotel are covered with high-speed wifi, a spacious desk decorationsuitable for businessmen

- A bathroom equipped with shower and a marble bath

- A 42-inch flat-screen TV with international cable connectivity, a Bose audio systemthat can connect to an iPod, a mini bar and 24-hour room service

3.3.2 Food & Beverage service