Final Test High School.pdf

The hotel business at Hilton Hanoi Opera Hilton Hanoi, is an international standard 5-star hotel, one of the top hotels with high rankings, and quality services, and is recognized by man

FPT UNIVERSITY- CAMPUS CAN THO

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Group Assignment [LOD211] TOPIC:…………

Name of group member Contribution (%)

Phan Thị Minh Trang 100% Cao Thị Thúy Quyên 100%

Cần Thơ, 03/2023

TABLE OF CONTENTS

I INTRODUCTION

1 The overview of your topic.

Currently, the green hotel model, as well as the technology hotel model, are highly appreciated These technologies have been transforming hotels In recent years, its impact has been mainly felt in the most important area – the front desk Like the face

of the hotel, the hotel front desk plays an important role in shaping the style and class

of the hotel Not only is the place where visitors often go in and out, but the reception area also gives customers the clearest view of the professionalism as well as a partial assessment of the service quality of the hotel

The hotel business at Hilton Hanoi Opera (Hilton Hanoi), is an international standard 5-star hotel, one of the top hotels with high rankings, and quality services, and is recognized by many customers This hotel also regularly pioneers in creating a green hotel, as well as updating new, advanced, and modern ones to develop business activities First of all, the green hotel model Tourism - the hotel is a field with activities closely related to the environment, and also contains many potential risks to the environment Environmental protection measures are being studied and applied more and more in this industry to minimize negative impacts In addition, greening the front desk is an effective solution to save energy, and minimize the greenhouse effect that adversely affects the working environment, creating an impressive face for the company and business Following the green hotel model, the concept of the technology hotel model is also highly appreciated Mostly applied at the front desk Many hotels have switched to applying different technology solutions to enhance the check-in and check-out experience with app check-in and check-out, digital room keys, and all operations during the stay Accommodation can be done through contactless technology That helps guests have a better experience at the hotel

2 The overview of your report.

In our team's report, most of the information sources were taken from websites, books and articles on the internet Our team's report is divided into four parts First, we will introduce an overview of the hotel such as its name, location, rank, history, scale, and unique features Second, analyze and evaluate the hotel reception department including organizational structure, duties of each position, and job position The third

is to evaluate hotel reservations The last part is an analysis of green Hotel and technology trends at the hotel front desk

II ANALYSIS RESULTS

1 General information.

The Hilton Hanoi Hotel is located in Hanoi's vibrant French Quarter, an iconic hotel whose architecture was inspired by the Hanoi Opera House The World Travel Awards named it Vietnam's Top Hotel for five consecutive years from 2004 to 2008 The hotel

is surrounded by the city's food courts and museums, along with the historic Old Quarter and Hoan Kiem Lake is less than two kilometers away When coming here to

relax, guests can relax in the outdoor swimming pool and use the free fitness center at the Hilton Garden Inn Hanoi Hilton Hanoi Hotel was built in 1993 and quickly became a destination visited by the elite at that time whenever they had the opportunity to set foot in the capital The entire hotel is built on an area of 5,504m2 with an investment capital of up to 63 million USD The hotel is built not only with high aesthetics but also with French-style architecture full of elegant and graceful beauty Hilton Opera Hanoi Hotel has also become a very private hotel, unlike most other hotels in the capital land Over the years, this hotel has become a "beautiful girl" located haughtily in the heart of Hanoi, loved by many tourists Hilton Hanoi Hotel is one of the five-star standard hotels that has gone through periods associated with the ups and downs of Hanoi

One of Hanoi's most popular hotels, the Hilton Hanoi is located right next to the Hanoi Opera House, in the city's charming French Quarter Designed to complement the stately opera house, this towering building features a pale yellow neo-Baroque façade that gives off a royal impression However, despite the high ceilings, lots of marble, tall columns, and sparkling chandeliers, it all feels a bit expansive and unintentionally vintage Of course, the towering space has its charm and tries to impress many guests after all, it is massive and feels grand even though it falls short

of the claims of luxury importance of the hotel upon closer inspection Some areas, such as the lounge with bright orange furniture, could have a refreshing use, while the rooms are filled with conflicting colors and patterns Other gathering places have a bit

of old-school charm, especially the Vietnamese restaurant with its skylight area and outdoor bar, and the atmosphere throughout the hotel is lively, but not hectic beat, because of its perennial popularity With its brand and high status, the hotel attracts a mix of leisure travelers and business travelers

2 Evaluate the hotel front desk at Hilton Hanoi Opera Hotel.

The front desk is a significant area in the hotel usually it will be located in front near the main entrance of the hotel or the center of the hotel lobby, this will be the place to work for the receptionist This area will be the place to pick up guests when they arrive at the hotel and this is also the first point of interaction between the hotel and the guest It is seen as the face of the hotel and all its activities are geared toward supporting guest transactions and services

The main functions of the Front Office include booking, check-in, room and rate assignment, guest service, room availability, maintenance and settlement of guest accounts, and creating historical records for guests

Front Desk develops and maintains a comprehensive customer information database, coordinates customer services, and ensures guest satisfaction If guests have any problems or requests and comments, usually they will go directly to the front desk for convenience Therefore, this department is the direct link to the work and reports the consequences to other departments

Organization of the front desk office in Hilton Hanoi Opera Hotel.

The front office consists of many different activities and functions, so it requires a clear organizational structure to operate smoothly Hotel size, service standard, customer type, and hotel type are considered the main factors affecting the organizational structure of the Front Desk department (Baker, Bradley, & Huyton, 2001)

• Hotel size: The larger the hotel, the more experienced and specialized the staff is required Compared to smaller hotels, staff requirements are lower

• Service standards: A higher degree of specialization is expected for higher-class hotels Since customers demand more personalized services, a higher degree of specialization is required by higher-class hotels

• Type of customer: Depending on the purpose of the trip, the customer's requirements will be different, for example, business guests want to spend less time on the check-in and check-out (Baker, Bradley, & Huyton, 2001)

• Hotel type: Baker, Bradley, and Huyton (2001) gave an example of an airport hotel where check-in or check-out could happen at any time within 24 hours in a day, this makes the front desk staff always on duty so as not to miss customers So different types of hotels will serve a specific group of guests

The organizational structure of the hotel's front desk department is described in Figure

1 below:

Figure 1 This organization chart lists positions found in a front desk office

Duties of each position and working position in Hilton Hanoi Opera Hotel Front Office Manager

The Front Office Manager is responsible for managing and creating the first impression of guests upon arrival at the Hotel The job of the front desk manager at Hilton Hanoi Opera Hotel includes various duties and requires them to interact directly with guests and team members as well as other departments To do this well, the front office manager must have proficient technical knowledge and skills and exercise responsibility for leadership best practices Besides, communication skills and language proficiency are also essential for front desk managers

Figure 2: Job description of Front Office manager in Hilton Hanoi Opera Hotel

Receptionist

The work of the front desk staff at Hilton Hanoi Opera Hotel involves welcoming guests, assisting with arrival and departure procedures, providing current guest information upon request, and managing arrivals and system management hotel contact (phone, email, etc.) In addition, it also handles money transactions at the hotel and uses and updates customer information on the system (Hilton Hanoi Opera House, 2018) The Receptionist will serve Customer Service and meet the needs of Guests on arrival and departure, and provide the most comfortable stay for the Customer experience by responding to requests for information and assisting Guests when

needed as well as receiving complaints directly from guests (Hilton Hanoi Opera House, 2018)

Figure 2 below illustrates a job description for the Hilton Receptionist position, which clearly outlines the duties that receptionists must perform in the course of their employment

Figure 3: Job description of Receptionist by Hilton Hanoi Opera Hotel Source: Hilton Hanoi Opera House (2018)

Reservations supervisor

The job of the reservation supervisor is mainly to combine tasks to ensure revenue maximization and Customer satisfaction The Supervisor must work with the Client Department to develop future business opportunities Specifically, they will be responsible for performing their duties to the highest standards (Hilton Hanoi Opera House, 2018)

Concierge

When working at Hilton Hanoi Opera Hotel are Concierge staff with a high level of professionalism, they will be the coordinators of entertainment, tourism, and other activities of guests Answer the questions about the route and local attractions; Concierge staff must help and find answers as quickly as possible

Along with that, they will take on the task of guiding restaurant reservations, booking car services, and can even arrange personal shopping for guests (Hilton Hanoi Opera House, 2018) In addition, Concierge employees are also known for other duties such as:

• Provide information, recommendations, and reservation services to a wide range of guests upon request, including but not limited to directions, store hours of operation, hotel services, transportation, and transportation arrangements , admission and event tickets, restaurant reservations, and medical care

• Retrieve letters, packages, and faxes to guests upon request

• Arrange and confirm leisure, business, and dining activities both inside and outside the hotel for guests

• Resolve issues in a friendly, timely, and efficient manner effective way

• Promote the Company's marketing programs and distribute printed materials as needed

Night auditor

This person works as a desk clerk for the night shift (11:00 pm to 7:00 am) He or she must have a firm grasp of accounting principles and the ability to resolve financial discrepancies This position requires staff with experience and proficient use of the system as well as good communication with the controller In particular, they must have good health to ensure completed the best work

Bell staff

Bellman in Hilton Hanoi Opera Hotel staff will be the doorman and responsible for carrying customers' luggage as well as welcoming guests from the outside They will carry luggage, guide guests to familiarize themselves with the surroundings, run errands, deliver supplies, and provide visitors with information on internal departments and local attractions These employees also act as the link between the hotel and the guests and show them the hospitality of the hotel

Figure 4: Job description of Bellman Staff

3 Evaluate the hotel reservation

Hilto

n Hanoi Opera is a 5-star hotel located in the center of Hanoi city, Vietnam The hotel's 265 guestrooms feature amenities including 24-hour room service, laptop-compatible safes, and thoughtful touches like air conditioning and bathrobes Guests are attracted by the hotel's comfortable rooms And divided into 4 types of rooms from standard to premium The hotel has a variety of room types for you to choose from including Deluxe, Executive, Executive Suite and Presidential Suite

About Deluxe room type: Area is about 36 m2, city/park/theater view Room has 01 King bed or 02 Twin beds, can add up to 01 extra bed or baby cot (if required) The bathroom has a separate bathtub and shower Room for 2 guests and 1 child About the type of Executive room: Area about 36 m2, street view / park / theater Room has 01 King bed or 02 Twin beds, can add up to 01 extra bed or baby cot (if required) The bathroom has a separate bathtub and shower Room for 2 guests and 1 child Executive Lounge privileges About the type of Executive Suite room: Area about 72 m2, city/park view Room has 01 King bed, can add up to 01 extra bed or baby cot (if required) The bathroom has a separate bathtub and shower Spacious living room and desk Room for 2

guests and 1 child Executive Lounge privileges And finally, the Presidential Suite room type: An area of about 100 m2, facing the theater The room has a living room, bedroom, kitchenette and bathroom Room has 01 King bed, can not add extra bed The bathroom has a bathtub, a hot tub and a shower Room for 2 guests and 1 child Executive Lounge privileges Free wifi internet is only

in the public areas of the hotel Guests using in-room wifi will be charged a separate fee (except for guests booked in Executive room class and above)

Rooms are fully equipped with amenities such as flat-screen TV, minibar, tea/coffee maker, air conditioning gas station and private bathroom with free toiletries The hotel has an outdoor swimming pool with a depth of about 1m for both adults and children

The hotel also provides services such as gym, spa, and other convenient services such as airport shuttle, city shuttle, car rental The hotel provides free parking for hotel guests Transportation to Hanoi and moving to Hilton Hanoi Hotel includes 3 popular means of transportation to Hanoi: plane, train and bus However, for guests staying at the hotel, traveling by plane or train is the most convenient When you arrive at the airport or station, you will be transported by taxi or a paid airport shuttle service to your hotel The hotel also has a restaurant, bar and breakfast area