Part 1 overview of mc trade co ,ltd – the ann hotel

Therefore, in order to seize upon the opportunity and exploit the potential of this field,M&C TRADE CO.,LTD has promoted their business in the hospitality sector with theopening of the 4

TABLES OF CONTENTS

Introduction

List of abbreviations

List of tables and charts

Part 1: Overview of M&C TRADE CO.,LTD – The Ann Hotel………

1.1 General Introduction of M&C TRADE CO.,LTD – The Ann Hotel 1.1.1 M&C TRADE CO.,LTD 1.1.2 The Ann Hotel 1.2 Foundation History of M&C TRADE CO.,LTD – The Ann Hotel 1.1.2.1 Foundation History of M&C TRADE CO.,LTD 1.1.2.2 Foundation History of The Ann Hotel 1.3 Major business areas

1.4 Organizational structure

Part 2: The Ann’s business Results Analysis

2.1 Core markets, products and services

2.1.1 Core markets and partners

2.1.2 Key products and services

2.2 The Ann’s business results analysis

2.2.1 Business results in the year of 2015

2.2.2 2015 business results analysis

2.3 Strengths and weaknesses evaluation on the use of English in The Ann Hotel……….

2.3.1 Strengths and weaknesses in using English of The Ann Hotel

2.3.2 Suggestion of solutions to improve the use of English

Part 3: The Ann Hotel’s existing problems

3.1 Achievements ,limitations and solutions for competitive market………

3.2 Achievements, limitations and solutions for human resource ……….Conclusion References  

List of tables and charts

1 Table 1: Characteristics of the standard room

2 Diagram 1.1: Organizational structure chart of The Ann hotel

3 Diagram 2: Some typical partners of The Ann hotel

4 Table 2: The outcome of business performance at The Ann hotel 2015

INTRODUCTION

In the context of rapid economic development in recent years, Vietnamese tourism andhospitality have developed rapidly and diversely It is regarded as a key industrial sectormaking important contributions to address the surplus labor, and to promote otherindustries including Aviation, Post office, Banks, Construction, Transportation, Foodprocessing, Handicrafts , etc In modern society, material and spiritual life are improvingsignificantly, the demand of the relaxation, recreation participating in attractive programs

of tourism, experiencing relaxed and quiet modern hotels, and enthusiastic service isbecoming popular increasingly

Therefore, in order to seize upon the opportunity and exploit the potential of this field,M&C TRADE CO.,LTD has promoted their business in the hospitality sector with theopening of the 4 star hotel The Ann The Ann hotel is a reliable destination for bothdomestic and international visitors when they come to Hanoi capital with modernamenities and professional service style

Being recommended and allowed by faculty of English – Vietnam University ofCommerce, I have gratefully experienced as a trainee in sales office of The Ann hotel.After one month (from 04/01/2016 to 28/01/2016), under the valuable support andinstruction of managers and colleagues in the company, I was able to apply theknowledge obtained at university into practice, meanwhile collecting basic information tocomplete my internship report

I would like to express my gratitude toward teachers at Faculty of English – VietnamUniversity of Commerce as well as my managers and colleagues in The Ann hotel.Especially, I would love to express my sincere thanks to my beloved supervisor – Ms DoBich Dao who has helped me a lot to fulfill my internship report I look forward toreceiving comments and suggestions in order to perfect my internship report

Hanoi, February 4, 2016

Student

Phan Thi Mai

PART 1: OVERVIEW OF M&C TRADE CO.,LTD – THE ANN HOTEL

1.1 General information

1.1.1 General introduction about M&C TRADE CO.,LTD

English trade name : M & C TRADE CO., LTD

1.1.2 The Ann Hanoi hotel

Address: No 38A Hang Chuoi - Hanoi - Vietnam

Tel: +84 438713838

Fax: +84 4 3972 9503

Email: info@theann.com.vn

Website: http://theann.com.vn/

Legal representative: General Director Nguyen Quoc Hoan

1.2 The process of foundation and development

1.2.1 The process of foundation and development of M&C TRADE CO.,LTD

On 28 July, 2008, Prime Minister issued the document No 2102 / TTg-DMDN

approving the establishment of the company M&C TRADE CO.,LTD

On 06 August 2008, Ministry of Finance made decision No 1135 / QD-BTNMT on licensing officially for the operation of TRADING AND TRAVEL VIETNAM M&C

With the orientation of 2020, M&C TRADE CO.,LTD will develop into the group who specializes in largest tourism and hospitality service in Hanoi capital with 100% private capital, performing in the form of parent - subsidiary company

The Corporation has operated with authorized capital of 148.372.000.000 VND

M&C TRADE CO.,LTD has worked mainly in the fields

 Doing Real estate business, land rent, office work

 Providing standard 4 star hotel system in Hanoi and Ho Chi Minh City

 Working Food & Beverage retailing , tobacco and tourism services

 Providing Package tours, road passenger transport

 Providing catering services, wedding receptions, birthday under contracts

 Supplying services related to the promotion, advertising and organizing tours for companies in the tourism and hospitality sector

1.2.2 The process of foundation and development of The Ann Hanoi hotel

1.2.2.1 Foundation History of The Ann Hanoi hotel

On 13 May , M&C TRADE CO.,LTD officially celebrated the opening of 4 star hotel The Ann Hanoi which is located at 38A Hang Chuoi - Hanoi

1.2.2.2 Geographic Location of The Ann Hanoi hotel

The Ann Hanoi is located at 38A Hang Chuoi – Hanoi The Ann Hanoi is situated within

a radius of 1.5 km from the Dong Xuan market and 800m from Hoan Kiem Lake The hotel is also 900 meters far from the Opera House, Vietnamese Historical Museum and 1

km from Ba Dinh Square Its geographic location is convenient for travelling and

exploring Hanoi’s center for both domestic and foreign tourists

1.2.2.3 The facilities of The Ann hotel

The Ann Hanoi hotel consists of 69 Deluxe rooms, 32 Premium rooms, 5 suites, service 1bedroom, 2-room serviced apartment, 2 bedrooms Besides, the hotel also has meetingrooms which can accommodate up to 92 people Besides the system of 107 rooms and 7apartments is equipped with stylish furniture Restaurants The Onyx House and Lounge

A stylish bar help guests to relax with music, drinks and enjoy the beauty of Hanoi.Rooms at The Ann Hanoi Hotel have seating area, cable TV, air conditioning andbalcony The Ann Hanoi Hotel has a fitness center, 24-hour service, special support andlaundry The hotel also offers conference rooms and complimentary services includingswimming pool, gymnasium, steam room

1.3 Main services provided by The Ann hotel

The Ann Hanoi operates mainly in the areas directly to tourism - hospitality,

specifically as follows :

- Accommodation services : The most important demand of tourists when they travel to

Hanoi is the accommodation The current total number of rooms is 107 rooms and 7 suites designed in a 8-floor building with 2000 seats Spacious and fresh rooms system is equipped with modern furniture to give the feeling of comfort and safety With

reasonable prices, The Ann hotel has attracted the attention of many domestic and

international customers, especially visitors from Europe

 Standard room

Number of bedrooms 1 Room areas 32m2

Numbers of 2 adults and one

 Deluxe rooms

Magnificent architecture and unique design give privacy , warmth and relaxation toapartments With stunning views of the cityscape, apartments are equipped withcomfortable amenities for customers to have a sense of belonging to here.

The Ann hotel has 62 luxury rooms on the 7th and 8th floors, light rooms with a balcony

to admire splendid beauty of Hanoi at night Deluxe rooms have similar equipment likethe standard rooms with extra sinks bath, coffee and luxury furniture With the number of

62 deluxe rooms,we can meet all customer needs, increase satisfaction, create theattraction for you

• Conference-meeting room

In order to meet the demand of renting rooms for events and conferences with large scale,advanced equipment and professional process of agencies, organizations, businesses inHanoi, The Ann Hanoi has invested and built models of conference rooms with largescope and professional style

Area of meeting rooms : system of conference rooms in Asean Resort & Spa has an areafrom 70m2 to 200 m2 The capacity of conference rooms is up to 100 people for largerooms

Supporting devices: All conference rooms are equipped with projectors, speakers with thecapacity of up to 1000W /speakers, wireless high speed internet, high power lights

Other options: Organizing outdoor workshop program with spacious atmosphere ,harmony with nature

Suitable for : Enterprises, agencies and organizations

Food and Beverage service : In addition to accommodation service,The Ann hotel hasfocused on F&B service There are many excellent chefs, diverse dishes serving thedemand of numerous customers from different countries and meet the 24/24 request Therevenue from services is very high Director has focused on upgrading facilities to betterserve with the system of Onyx House restaurant and stylish The Lounge A bar.Enthusiastic and attentive staffs work with standard process There are many kinds ofparties serving breakfast including breakfast , buffet, wedding party, conference party,birthday

Additional Services: In addition to these services above ,The Ann Hanoi hotel also hasmany other additional services such as car rent, laundry, visa procedures, passport,

telephone service, massage service, karaoke, and sauna There are also many storesselling souvenirs, pool service upon request

1.4 Organizational structure of The Ann hotel

Diagram 1.1: Organizational structure chart of The Ann hotel

Roles and functions of departments in The Ann hotel:

 Board of directors

Board of directors is responsible for the entire operation of the hotel such as buildingorganizational structure, recruiting, managing personnel, ormulating and implementing ofthe plan such as marketing, sales, customer care Board of directors has responsibility tocontinue improvement in all aspects of the hotel in terms of product quality andoperations through training and supervision

 HR Management Department

Frequent personnel inspection, timely supplement, ensuring the training staff, paying thesalary for staffs on time, addressing issues related to human resources, the regulations ofthe Hotel ‘s staffs

 Finance – Accounting Department.

Its responsibility is to monitor of financial activities in the hotel regularly, control thecashing and purchasing, state budget contributions From the daily statistics, financialstatements Finance – Accounting Department is responsible for the purchase and import

of items needed by the divisions in the hotel

 Sales Department

Sales department often manages the entire business activities including setting up abusiness plan, reseaching and analyzing hotels market, building customer incentives,market seeking and implementing promotional activities to potential customers

 Security and Engineering Division

This division is responsible for business operations of the kitchen and facilitiesmanagement of goods and material resources of the kitchen, chiefs and personnel,updating and implementing all requirements of the guests on dishes through receptionists.They are in charge of the guest rooms ,ensuring the hygienic quality with standards offour-star hotel Staffs of this division have task of sanitation, cleaning rooms and processproperty

 Security – Engineering Division

Repairing and maintenance of all equipment on site including water, electricity,machinery and materials, regular inspection and maintenance of equipment to avoiddamage Protecting the security and order of the hotel 24/24 with clear check-in and

check-out operation PART 2 : BUSINESS ACTIVITIES OF THE ANN HOTEL

2.1 The Main Markets of The Ann Hotel

In reality, Hanoi where M&C TRADE CO.,LTD was founded is also the main businessmarket for The Ann hotel A number of tourists and business travelers coming to Hanoicapital, we can realize that the demand for having a place to rest in the luxurious hotel,with professional service is becoming more vibrantly Besides, global economic

development, investment, transfer, transactions among countries become more popular;

as a result, the hospitality sector is also focused in recent years A huge number ofprofessional and experienced staffs , The Ann Hanoi hotel always provides the bestservices for customers domestically and internationally

2.1.1 The market of travellers in Hanoi

Hanoi is an attractive and unique tourist destination for both domestic and foreigntourists It is not only the capital where compiles cultural - political - economicdevelopment of the country, but it also consists of special beauty It is famous for theancient architectural beauty, unique food culture and the hospitable behaviour of citizens.The tourism industry has flourished strongly and obtained many considerable results inrecent years

Therefore, in recent years, there are many hotels and businesses established to meet thedemand of the large number of tourists The tourism – hospitality industry in Hanoi hasthe orientation to concentrate on customers from Japan, South Korea, Malaysia,Singapore, Russia and some Eastern European countries such as Poland, the CzechRepublic, Hungary Especially, Japan is the most crucial market for many hotels inHanoi

Although The Ann Hanoi has just opened and put into the operation in a short period, itcaught many opportunities to develop its business basing on the tourism potential TheAnn’s workforce masters many foreign languages, therefore this hotel has attracted manytourists coming mainly from the US, Australia, Finland, Canada, especially in Japan.With the purpose of focusing and attracting tourists and foreign business travellers tochoose The Ann as the first destination, The Ann Hanoi hotel has organized a variety ofpromotion programs , appealing discounts, especially attached services As a result, TheAnn Hanoi always achieves good revenues and gains over 75% of reservations during itsoperating process

2.1.2 The market of business workers coming to Hanoi

In the context of considerable economic development and trade cooperation among regions, the demand of direct work, negotiation with partners is increasing significantly

In fact, the market of business workers has formed and developed in wealthy countries