UNIVERSITY OF ECONOMICS AND BUSINESS FACULTY OF BUSINESS ADMINISTRATIONAPPLICATION OF “MADE IN VIET NAM” LEAN MANAGEMENT PHILOSOPHY IN HOTEL SERVICE INDUSTRY: CASE STUDY OF MUONG THANH H
Overview and development of Hotel and Hotel services
A hotel is an establishment that provides lodging paid on a short-term basis Facilities provided range from a basic bed and storage for clothing, to luxury features like en- suite bathrooms.
The history of hotels is deeply intertwined with the evolution of civilizations, tracing back to the need for travelers to find places to relax The introduction of currency in the 16th century BC facilitated trade and tourism globally, leading to an increased demand for hotel services However, early hotels often fell short of customer expectations due to poor cleanliness and professionalism, highlighting the need for improvement in the hospitality industry.
In recent years, the hospitality industry has increasingly prioritized customer satisfaction to enhance service quality From humble beginnings to luxurious offerings, hotels have evolved significantly to meet customer expectations, expanding their scale and service offerings The New York City Hotel, established in 1790, marked a pivotal moment as the world's first large-scale hotel with 73 rooms By 1829, the Tremont House in Boston emerged as a groundbreaking establishment with 170 rooms, backed by skilled management and staff Between 1900 and 1930, the hotel
The hotel industry faced significant challenges, with 85% of hotels needing to be sold at reduced prices for alternative uses However, from the 1960s onward, advancements in science and technology, coupled with the rise of aviation, spurred rapid growth in the tourism and hospitality sector.
In today's hospitality industry, architects, designers, developers, engineers, and managers are increasingly aware that guests have diverse tastes and preferences Hotel specialists continuously analyze emerging trends and establish improved criteria to enhance the quality of life in hotels In the third millennium, the competitive landscape of suppliers is evolving, effectively blending expertise with advanced technology to provide exceptional experiences for their guests.
Hotel Services
The hospitality industry is rapidly evolving, with hotels implementing innovative strategies to enhance customer satisfaction As more investors recognize the potential of this sector, the rising living standards have fueled growth in entertainment and tourism Consumers are increasingly willing to spend on high-quality services that meet their expectations In response, hotels are continuously introducing new offerings aimed at elevating the overall guest experience.
Hotels offer a variety of essential services, including housekeeping, dining, spa, and entertainment, each aimed at enhancing guest experiences and creating differentiation Housekeeping encompasses room cleaning, laundry, and customer support, while restaurant services cater not only to hotel guests but also to external events like weddings and parties, featuring a diverse range of international cuisines to appeal to global visitors This broad culinary offering helps hotels attract international clientele and strengthen their brand recognition Additionally, entertainment services are crucial for providing guests with enjoyable and healthy experiences, requiring a keen understanding of customer preferences The spa service, increasingly popular, focuses on delivering relaxation and stress relief, contributing to guests' overall well-being.
It is a factor in satisfying customer because people like having a lot of relaxing time.
There 1s a list of hotel services.
+ Complimentary arrival and departure transfers
+ “Tailor made services” prior to arrival
+ Fresh water Swimming pool with sun — loungers
+ Pool bar offering drink and light snacks
+ Laundry and dry cleaning services
+Complimentary shoe — shine service + Porter service
+ Free WI-FIL internet access throughout the hotel
+ Floral requests + Private massages, beauty treatments and therapies
+ Manicure, Pedicure and Makeup artist services
+ Wedding planning and organizing services + Doctor on call semi —
+ Private and private sailing tours, cruises and excursions
+ Wine tasting tours and In house wine, food tasting
+ Private limousine tours + Helicopter services
+ Yacht hiring + Diving and snorkeling activitics
+ Rock climbing, Hiking and trekking activities
+ All rooms are smoke free
Source: TheTsitouras Collection (2012) All Rights Reserved - Luxury Suites in
Housekeeping services encompass the management of various household tasks, including cleaning, cooking, home maintenance, and laundry, playing a crucial role in customer satisfaction These services are carried out by housekeepers and domestic staff who ensure the smooth operation of a household A well-equipped private space with essential furniture and amenities caters to the needs of travelers, with the level of service varying based on the accommodation type and the customer's budget.
The housekeeping department is essential to the hospitality industry, ensuring a clean and sanitary environment for guests Housekeeping managers and staff are responsible for maintaining guest rooms, managing equipment, and sanitizing common areas within the hotel Their efforts are vital in upholding the highest standards of cleanliness and hygiene, which are crucial for guest satisfaction and overall hotel quality.
The housekeeping department in hotels plays a crucial role in maintaining cleanliness and meeting the standards required for guest satisfaction during their stay This department is responsible for ensuring that all areas, including common spaces and staff areas, are cleaned daily In some international hotels, housekeeping also offers laundry services for both guests and staff By collaborating with other departments, housekeeping creates an efficient working environment that addresses all customer needs effectively.
The primary source of revenue in the hospitality industry is derived from accommodating travelers, making it essential to uphold high standards of cleanliness and create a comfortable environment This focus on sanitation and comfort directly impacts customer satisfaction and operational growth Additionally, effective housekeeping plays a crucial role in maintaining these standards.
23 has to check carefully the instruments, manage materials of suppliers, ensure to obey the assignment and provide goods or services meeting the standard of hotel.
25, February Start to work at MuongThanh Ha
3 — 10, March Observation Talk to managers and staffs in housekeeping department Researching secondary data
Make a survey (22 samples including managers,
Make interview (ask managers, supervisors and staffs) supervisors and staffs
20 — 30, March | Analysis data and information conclusion
1 — 25, April Suggest solution, Check solutions with experts and
This research primarily employs a qualitative approach, focusing on inquiries to gain insights into social or human issues The qualitative method emphasizes detailed descriptions and reports, creating a comprehensive understanding of the subject within a natural setting.
According to Fink (2003), a qualitative survey design is suitable in several situations, particularly when exploring experts' knowledge and opinions in a specific field, collecting information in participants' own words instead of predefined responses, lacking sufficient prior information to utilize standardized measures or create a formal questionnaire, and when access or resource constraints limit the sample size.
This study focuses on the current state of hotel services, particularly housekeeping and administration at the Muong Thanh Hanoi Centre Hotel, rather than predicting future trends or establishing scientific truths Consequently, a qualitative research approach is deemed more appropriate Various methods can be employed for qualitative research, including case studies, participant observation, direct observation, and both structured and unstructured interviews, as well as the analysis of public and personal records In this research, the author opted for direct observation, participant observation, and semi-structured interviews as the primary methods of data collection.
Participant observation is a widely used yet challenging qualitative data collection method, necessitating that researchers immerse themselves in the culture or environment they are studying The existing literature emphasizes the importance of effectively entering the context and understanding the researcher's role within it.
During a month-long internship at Muong Thanh Ha Noi Centre Hotel, the author gained valuable experience working as a housekeeper This role allowed for direct participation in the housekeeping department, interaction with customers and staff, and insight into the hotel's materials and operational processes.
Direct observation differs from participant observation in several key aspects Primarily, direct observers remain detached from the context, avoiding participation to minimize bias in their observations This approach allows for a more objective perspective, often enhanced by technology such as videotaping or one-way mirrors Additionally, direct observation is typically more focused, concentrating on specific situations or individuals rather than immersing oneself in the broader environment.
Finally, direct observation tends not to take as long as participant observation [22]
During the internship at MuongThanh Ha Noi Centre Hotel, the author had opportunities to observer daily practices, operation and even management of the hotel.
Semi-structured interviewing is a dynamic research method that involves direct interaction between the researcher and a respondent or group, differing from traditional structured interviewing in several key ways Unlike structured interviews, semi-structured interviews do not rely on a formal instrument or protocol, instead using initial guiding questions or core concepts as a starting point This approach allows interviewers to interpret answers, modify questions, and pursue relevant topics that may arise during the conversation, providing opportunities for new insights and understanding of the research topic.
In semi-structured thematic interviews, the interviewer focuses on specific themes rather than fixed questions, as noted by Henri (2010) The aim is to gather participants' opinions on the system's usefulness and any functionality complaints they may have This approach is crucial for identifying sources of waste within the studied school.
Thus the author decided to choose semi-interview method to make sure that the questions can allow for greater flexibility in eliciting information from the interviewees.
The author conducted interviews and discussions with the principal of the housekeeping department, managers, supervisors, and staff to assess their job satisfaction and understanding of Lean Management A total of 41 questions were posed to gather insights related to Lean Management practices Additionally, the author's experience as a housekeeper provided valuable opportunities to engage with staff about their work experiences and perceptions of hotel services.
Aim to define problem | Aim to define root Aim to suggest
Question and wastes causes of problem solutions
Manager, supervisors | 1,2,3,4,5,6,7,8,9,10,11, | 16,17, 19, 20,21, 22 | 18 and staff in 12,13,14,15 housekeeping department
In this thesis, data can be collected in a variety of ways, either from primary or secondary resources.