HOSPITALITY MANAGEMENT QUOC HOA HOTEL Lecturer: Mr. Ngo Trung Ha Tut1 – Tr08 Group members: 1.  Ha Hieu  0806090015 2. Lai...
Outline <ul><li>Hotel Information </li></ul><ul><li>Front Office Department </li></ul><ul><li>House Keeping Department </l...
Hotel information <ul><li>Name: Quoc Hoa hotel </li></ul><ul><li>Rating: 3* ( by VNAT) </li></ul><ul><li>Since: 1991 </li>...
Organizational structure CEO Assistant Director Sales &  MKT Accounting Front- office House- keeping F & B
FRONT OFFICE <ul><li>Small corner with neat arrangement </li></ul><ul><li>Friendly and appropriate attitude of staff </li>...
FRONT OFFICE <ul><li>Customer care service: </li></ul><ul><li>Follow- up and confirmation </li></ul><ul><li>Update booking...
FRONT OFFICE <ul><li>Hotel  USP:  </li></ul><ul><li>French architect but fit with Old Quarter space </li></ul><ul><li>100%...
FRONT OFFICE <ul><li>Problem:  </li></ul><ul><ul><li>2 entrances make guests confused </li></ul></ul><ul><ul><li>Limited v...
Housekeeping - Good points <ul><li>Organization – Efficiency of staff </li></ul><ul><ul><li>10 staffs </li></ul></ul><ul><...
Housekeeping - Good points <ul><li>Security and safety </li></ul><ul><ul><li>Equipped protection tools such as glove and m...
Housekeeping - Good points <ul><li>Management of room keys </li></ul><ul><ul><li>Electric key </li></ul></ul><ul><ul><ul><...
Housekeeping - Weak points <ul><li>Long cleaning time:  2 staff/45minutes/room </li></ul><ul><li>   train staff to reduce...
FOOD AND BEVERAGE  –  LA DOLCE VITA Restaurant <ul><li>Good points:  </li></ul><ul><ul><li>First impression </li></ul></ul...
FOOD AND BEVERAGE - LA DOLCE VITA Restaurant
FOOD AND BEVERAGE -  LA DOLCE VITA   Restaurant <ul><li>Good points:  </li></ul><ul><ul><li>Capacity: 55 pax </li></ul></u...
FOOD AND BEVERAGE -  LA DOLCE VITA   Restaurant <ul><li>Good points:  </li></ul><ul><ul><li>Staffing : 6 main staffs with ...
FOOD AND BEVERAGE LA DOLCE VITA   Restaurant <ul><li>Bad Points: </li></ul><ul><ul><li>Service: No party/meeting service <...
FOOD AND BEVERAGE -  LA DOLCE VITA   Restaurant <ul><li>Recommendation: </li></ul><ul><ul><li>Short term: </li></ul></ul><...
LA ROSA BAR
LA ROSA BAR <ul><li>First impression:  luxury service setting of lights, seat arrangement </li></ul><ul><li>Types of bever...
Marketing - Product <ul><li>Core product: Accommodation </li></ul><ul><li>46 rooms: Double, Superior double, Deluxe double...
Marketing - Product <ul><li>Supplementary services : </li></ul><ul><li>1. Restaurant : La Dolce Vita restaurant </li></ul>...
Marketing - Product <ul><li>Current market segments: </li></ul><ul><li>- Business sector (  Japan- 60% , Sweden, France, <...
Marketing - Product <ul><li>Strengths: </li></ul><ul><li>Good match between provided services/ amenities and focused custo...
Marketing - Product <ul><li>Weaknesses : </li></ul><ul><li>Ineffective cooperation of Restaurant & Bar </li></ul><ul><li>-...
Marketing - Pricing <ul><li>Price of core products & services: </li></ul><ul><li>Accommodation:  </li></ul>Types of room R...
Marketing - Pricing <ul><li>Analysis of room price list </li></ul><ul><li>Compared with main competitors (Maison d’Hanoi &...
Marketing – Pricing <ul><li>Different price for different customer segments </li></ul><ul><li>Lower price for travel agenc...
Marketing – Pricing <ul><li>ADR = $80 </li></ul><ul><li>   Not high with such good products & services in Quoc Hoa  </li>...
Marketing - Placing <ul><li>Distribution channels: </li></ul><ul><li>GDS (Global Distribution System): InternationalVacati...
Hotel website <ul><li>http://www.quochoahotel.com/ </li></ul><ul><li>Strong points: </li></ul><ul><li>- 1s to upload 1 st ...
Hotel brochure <ul><li>Strong points: </li></ul><ul><li>- Good & clear information in brochure (outstanding point introduc...
Marketing - Place <ul><li>Registration form : with some guests’ basic personal information </li></ul><ul><li>Keep track of...
Marketing - Promotion <ul><li>Brochures: </li></ul><ul><li>- Used to inform guests about (new) services/amenities/special ...
Marketing - Promotion <ul><li>Personal selling: </li></ul><ul><li>- Directly: at reception </li></ul><ul><li>- Indirectly:...
Marketing - Promotion <ul><li>Hotel webpage:   www.quochoahotel.com </li></ul><ul><li>Information:  </li></ul><ul><li>avai...
Marketing - Promotion <ul><li>Advertising: </li></ul><ul><li>Traditionally: </li></ul><ul><li>Sketch Travel magazine ( Jap...
Marketing - Promotion <ul><li>Strengths: </li></ul><ul><li>Well-designed webpage: </li></ul><ul><li>- Good match of hotel ...
Marketing - Promotion <ul><li>Weaknesses: </li></ul><ul><li>Few brochures at Front desk </li></ul><ul><li>No word response...
 
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Quoc hoa hotel presentation

  1. 1. HOSPITALITY MANAGEMENT QUOC HOA HOTEL Lecturer: Mr. Ngo Trung Ha Tut1 – Tr08 Group members: 1. Ha Hieu 0806090015 2. Lai Dinh Duong 0806090013 3. Do Dieu Thuy 0806090046 4. Pham Que Duong 0706090009 5. Nguyen Thuy Duong 0806090011 6. Nguyen Hong Khanh 0706090027 7. Duong Huyen Trang 0806090050
  2. 2. Outline <ul><li>Hotel Information </li></ul><ul><li>Front Office Department </li></ul><ul><li>House Keeping Department </li></ul><ul><li>Food and Beverage Department </li></ul><ul><li>Marketing Department </li></ul>
  3. 3. Hotel information <ul><li>Name: Quoc Hoa hotel </li></ul><ul><li>Rating: 3* ( by VNAT) </li></ul><ul><li>Since: 1991 </li></ul><ul><li>Location: 10 Bat Dan St, Hoan Kiem Dist., Hanoi </li></ul><ul><li>Number of rooms: 46 rooms </li></ul><ul><li>Staff: 45 employees </li></ul>
  4. 4. Organizational structure CEO Assistant Director Sales & MKT Accounting Front- office House- keeping F & B
  5. 5. FRONT OFFICE <ul><li>Small corner with neat arrangement </li></ul><ul><li>Friendly and appropriate attitude of staff </li></ul><ul><li>Standard procedure of services </li></ul>
  6. 6. FRONT OFFICE <ul><li>Customer care service: </li></ul><ul><li>Follow- up and confirmation </li></ul><ul><li>Update booking regularly </li></ul><ul><li>Use client file & keep track (offer discount rate for the loyal clients, inform the upcoming events, sending the wishes..) </li></ul><ul><li>Travel infor. desk </li></ul>
  7. 7. FRONT OFFICE <ul><li>Hotel USP: </li></ul><ul><li>French architect but fit with Old Quarter space </li></ul><ul><li>100% back up electricity-> never power-cut </li></ul><ul><li>Room USP: </li></ul><ul><li>- Bathrobe and hot-water system </li></ul><ul><li>All the rooms have windows -> air circulation and good view of Old Quarter </li></ul><ul><li>Balconies in Deluxe Classic and Family Deluxe Classic rooms </li></ul><ul><li>Service USP: </li></ul><ul><li>- Italian restaurant -La Dolce Vita </li></ul><ul><li>- Four-star standard fitness center </li></ul>
  8. 8. FRONT OFFICE <ul><li>Problem: </li></ul><ul><ul><li>2 entrances make guests confused </li></ul></ul><ul><ul><li>Limited vision of receptionist </li></ul></ul><ul><ul><li>Computer system: technical errors, information not consistent->forget service used->receipt </li></ul></ul><ul><li>Solution: </li></ul><ul><li>- Extend the space </li></ul><ul><ul><li>Move bar to another floor </li></ul></ul><ul><ul><li>Combine 2 entrances </li></ul></ul>
  9. 9. Housekeeping - Good points <ul><li>Organization – Efficiency of staff </li></ul><ul><ul><li>10 staffs </li></ul></ul><ul><ul><li>1 staff/8hour/day in standard </li></ul></ul><ul><ul><li>1 staff/10 rooms/day </li></ul></ul><ul><ul><li>Task are flexible for housekeeper in some case </li></ul></ul><ul><ul><li> Bring effectiveness for work </li></ul></ul>
  10. 10. Housekeeping - Good points <ul><li>Security and safety </li></ul><ul><ul><li>Equipped protection tools such as glove and mask </li></ul></ul><ul><ul><li>Security man to deal with problems </li></ul></ul><ul><li>Management of facilities </li></ul><ul><ul><li>Bathroom </li></ul></ul><ul><ul><ul><li>Towel on the shelf: do not change </li></ul></ul></ul><ul><ul><ul><li>Different chemicals for different amenities </li></ul></ul></ul><ul><ul><li>When guest has order, a runner provides </li></ul></ul>
  11. 11. Housekeeping - Good points <ul><li>Management of room keys </li></ul><ul><ul><li>Electric key </li></ul></ul><ul><ul><ul><li>Automatic turn on electric amenities when put key card in to the key box machine </li></ul></ul></ul><ul><ul><ul><li>Automatic turn off electric amenities when take the key card out of the key box machine </li></ul></ul></ul><ul><ul><ul><li>Recording in/out times </li></ul></ul></ul><ul><ul><ul><li> save energy </li></ul></ul></ul>
  12. 12. Housekeeping - Weak points <ul><li>Long cleaning time: 2 staff/45minutes/room </li></ul><ul><li> train staff to reduce the cleaning time </li></ul>
  13. 13. FOOD AND BEVERAGE – LA DOLCE VITA Restaurant <ul><li>Good points: </li></ul><ul><ul><li>First impression </li></ul></ul><ul><ul><ul><li>many yellow, red lights </li></ul></ul></ul><ul><ul><ul><li>some warm-color paintings </li></ul></ul></ul><ul><ul><ul><li>comfortable seating arrangement </li></ul></ul></ul><ul><ul><ul><li>commodious dinning space </li></ul></ul></ul><ul><ul><ul><li> relaxing and bright atmosphere </li></ul></ul></ul><ul><ul><ul><li>enthusiastic and professional serving style of the staff </li></ul></ul></ul><ul><ul><ul><li>Clean and tidy </li></ul></ul></ul>
  14. 14. FOOD AND BEVERAGE - LA DOLCE VITA Restaurant
  15. 15. FOOD AND BEVERAGE - LA DOLCE VITA Restaurant <ul><li>Good points: </li></ul><ul><ul><li>Capacity: 55 pax </li></ul></ul><ul><ul><li>13 tables of 10 four-seat and 3 five-seat </li></ul></ul><ul><ul><li>Services: </li></ul></ul><ul><ul><li>American buffet breakfast, Plate / American service, English/ Family service </li></ul></ul>ENTRANCE GATE KITCHEN
  16. 16. FOOD AND BEVERAGE - LA DOLCE VITA Restaurant <ul><li>Good points: </li></ul><ul><ul><li>Staffing : 6 main staffs with 2 executive chefs and 4 waiters divided into 2 shifts </li></ul></ul><ul><ul><li>Shift : </li></ul></ul><ul><ul><li>shift 1 : 6.00 m - 3.00 pm </li></ul></ul><ul><ul><li>shift 2 : 3.00 pm – 11.00 pm </li></ul></ul><ul><ul><li> Make convenience for the staffs </li></ul></ul>
  17. 17. FOOD AND BEVERAGE LA DOLCE VITA Restaurant <ul><li>Bad Points: </li></ul><ul><ul><li>Service: No party/meeting service </li></ul></ul><ul><ul><li>Staffs: don’t have uniform </li></ul></ul><ul><ul><li> Less professional </li></ul></ul><ul><ul><li>2 menu: a Wine lists and a food menu </li></ul></ul><ul><ul><li>Menu shape : book with many pages </li></ul></ul><ul><li> Less focus on focal points </li></ul>
  18. 18. FOOD AND BEVERAGE - LA DOLCE VITA Restaurant <ul><li>Recommendation: </li></ul><ul><ul><li>Short term: </li></ul></ul><ul><ul><ul><li>Should design the staff uniform for more professional </li></ul></ul></ul><ul><ul><li>Long term: </li></ul></ul><ul><ul><ul><li>Should open more type of services like party </li></ul></ul></ul>
  19. 19. LA ROSA BAR
  20. 20. LA ROSA BAR <ul><li>First impression: luxury service setting of lights, seat arrangement </li></ul><ul><li>Types of beverages like: wine, vitamin, coffee </li></ul><ul><li>Capacity: about 30 pax with 8 tables </li></ul><ul><li>Staff: a bartender and a waiter in a shift </li></ul><ul><li>Shift: </li></ul><ul><ul><li>1 st shift: 7am – 3pm </li></ul></ul><ul><ul><li>2 nd shift: 3pm – 11pm </li></ul></ul><ul><ul><li> All are quite good </li></ul></ul>
  21. 21. Marketing - Product <ul><li>Core product: Accommodation </li></ul><ul><li>46 rooms: Double, Superior double, Deluxe double, Deluxe family and Suite </li></ul><ul><li>Room space: 22 – 40 sqm </li></ul><ul><li>Facilities/ Amenities: </li></ul><ul><li>- Beds - Satellite TV </li></ul><ul><li>- Bathtub - Tea & Coffee making facility </li></ul><ul><li>- Deposit safety box - Etc. </li></ul>
  22. 22. Marketing - Product <ul><li>Supplementary services : </li></ul><ul><li>1. Restaurant : La Dolce Vita restaurant </li></ul><ul><li>- 8 th storey </li></ul><ul><li>- 100% Italian dishes </li></ul><ul><li>- American buffet breakfast </li></ul><ul><li>2. Bar : La Rosa bar </li></ul><ul><li>- Ground floor </li></ul><ul><li>- Refreshing drinks & Cocktails </li></ul><ul><li>Supplementary services: </li></ul><ul><li>3. Fitness Centre </li></ul><ul><li>- 8 th storey </li></ul><ul><li>- Free entrance to gym & shower </li></ul><ul><li>- Jacuzzi, steam bath, sauna: chargable </li></ul><ul><li>4. Meeting room & Business centre </li></ul><ul><li>- 30 pax </li></ul><ul><li>- Modern & well-equipped </li></ul>
  23. 23. Marketing - Product <ul><li>Current market segments: </li></ul><ul><li>- Business sector ( Japan- 60% , Sweden, France, </li></ul><ul><li>US, Canada) </li></ul><ul><li>- Leisure sector: Japan (mainly) </li></ul><ul><li>Direct competitors : 3*+; Old Quarter </li></ul><ul><li>- La Dolce Vita hotel </li></ul><ul><li>- Maison d’Hanoi hotel ( Baby-sitting service </li></ul><ul><li>Spa service) </li></ul>
  24. 24. Marketing - Product <ul><li>Strengths: </li></ul><ul><li>Good match between provided services/ amenities and focused customer segments: </li></ul><ul><li>- Japanese guests: bathtub, sauna </li></ul><ul><li>- Business guests: meeting room </li></ul><ul><li>business centre </li></ul><ul><li>fitness centre </li></ul><ul><li>Strengths: </li></ul><ul><li>Good operation of La Dolca Vita restaurant: </li></ul><ul><li>- Pure Italian cuisine </li></ul><ul><li>- 100% Italy ingredients </li></ul><ul><li>- Good view & decoration </li></ul><ul><li> Good reputation </li></ul><ul><li> Attract guests to hotel </li></ul>
  25. 25. Marketing - Product <ul><li>Weaknesses : </li></ul><ul><li>Ineffective cooperation of Restaurant & Bar </li></ul><ul><li>- Bar: ground floor Vs. Restaurant: 8 th floor </li></ul><ul><li>Bar’s operation is not attractive enough to draw customer </li></ul><ul><li>Limited services in comparison to Maison d’Hanoi hotel </li></ul><ul><li>Suggestions: </li></ul><ul><li>Move La Rosa bar into/ next to La Dolce Vita restaurant </li></ul><ul><li>Replace the La Rosa bar by a Café </li></ul><ul><li>Add a Spa service </li></ul>
  26. 26. Marketing - Pricing <ul><li>Price of core products & services: </li></ul><ul><li>Accommodation: </li></ul>Types of room Rack Rate Superior US$62 Deluxe US$72 Deluxe Classic US$82 Family Deluxe Classic US$102 Suite US$122
  27. 27. Marketing - Pricing <ul><li>Analysis of room price list </li></ul><ul><li>Compared with main competitors (Maison d’Hanoi & La Dolce Vita)’ price range: lower (~ more facilities & services) </li></ul><ul><li>Improvement: </li></ul><ul><li>- Increase price in high season </li></ul>
  28. 28. Marketing – Pricing <ul><li>Different price for different customer segments </li></ul><ul><li>Lower price for travel agencies </li></ul><ul><li>Higher price for walk-in guests </li></ul><ul><li>Flexible price policy </li></ul><ul><li>- Good price strategy: maximum revenue, attracting different kinds of guests </li></ul>
  29. 29. Marketing – Pricing <ul><li>ADR = $80 </li></ul><ul><li> Not high with such good products & services in Quoc Hoa </li></ul><ul><li>To improve ADR: </li></ul><ul><li>Increase rack rates during high demand periods </li></ul><ul><li>Charge a premium price on more popular room types (deluxe, Superior) </li></ul><ul><li>Maintain minimum length-of-stay restrictions during peak nights and minimize inventory on lower-rated rate plans. </li></ul>
  30. 30. Marketing - Placing <ul><li>Distribution channels: </li></ul><ul><li>GDS (Global Distribution System): InternationalVacation </li></ul><ul><li>Travel agents (*) </li></ul><ul><li>Third-party websites: www.booking.com </li></ul><ul><li>www.agoda.vn </li></ul><ul><li>www.vinabooking.vn </li></ul><ul><li>www.directrooms.com </li></ul><ul><li>Direct inquiry ( via telephone, fax or email) (*) </li></ul>
  31. 31. Hotel website <ul><li>http://www.quochoahotel.com/ </li></ul><ul><li>Strong points: </li></ul><ul><li>- 1s to upload 1 st page of website </li></ul><ul><li>- 2s to upload sub pages </li></ul><ul><li>- 2 types of language: English (for everyone) and Japanese (main customers) </li></ul><ul><li>- Clear items in website  easy to find information needed by guests </li></ul><ul><li>Weak points: </li></ul><ul><li>- Guests must double click to go 2 nd page (homepage) to get basic information </li></ul><ul><li>- Difficult to find the room price table </li></ul>
  32. 32. Hotel brochure <ul><li>Strong points: </li></ul><ul><li>- Good & clear information in brochure (outstanding point introduction of hotel, room rates, address, contact, main products and services, etc) </li></ul><ul><li>Weak points : </li></ul><ul><li>- F ormat of the brochure (stadard format  not attract customers) </li></ul><ul><li>- Visuals chosen (not good quality of the photographs, not enough, too small size) </li></ul><ul><li>- Too formal and rigid tone  make guests feel unfriendly </li></ul><ul><li>- Too simple brochure  can’t remain in guests’ mind </li></ul>
  33. 33. Marketing - Place <ul><li>Registration form : with some guests’ basic personal information </li></ul><ul><li>Keep track of guests information </li></ul><ul><li>Make comparison between periods (monthly, etc) </li></ul><ul><li>Adjust and launch marketing actions </li></ul>
  34. 34. Marketing - Promotion <ul><li>Brochures: </li></ul><ul><li>- Used to inform guests about (new) services/amenities/special offers </li></ul><ul><li>- Be particularly useful for walk-in clients, in-house guests. </li></ul><ul><li>Direct mail: </li></ul><ul><li>- Require clients’ database </li></ul><ul><li>- Information on promotional offerings/ Business brochure </li></ul>
  35. 35. Marketing - Promotion <ul><li>Personal selling: </li></ul><ul><li>- Directly: at reception </li></ul><ul><li>- Indirectly: personal telephone conversation </li></ul><ul><li> Promote products to guests staying in hotel </li></ul><ul><li>Promote products to corporate guests </li></ul>
  36. 36. Marketing - Promotion <ul><li>Hotel webpage: www.quochoahotel.com </li></ul><ul><li>Information: </li></ul><ul><li>availability </li></ul><ul><li>rates </li></ul><ul><li>rooms/services description </li></ul><ul><li>promotional campaigns </li></ul><ul><li>- Attractive webpage </li></ul><ul><li> Attracts customers </li></ul>
  37. 37. Marketing - Promotion <ul><li>Advertising: </li></ul><ul><li>Traditionally: </li></ul><ul><li>Sketch Travel magazine ( Japan) </li></ul><ul><li>Electronically: </li></ul><ul><li>www.tripadvisor.com </li></ul><ul><li>www.travelpod.com </li></ul><ul><li> get customers’ feedbacks and ratings </li></ul>
  38. 38. Marketing - Promotion <ul><li>Strengths: </li></ul><ul><li>Well-designed webpage: </li></ul><ul><li>- Good match of hotel style and website’s theme and main color. </li></ul><ul><li>- Well-posted and well-arranged information </li></ul><ul><li>Good match between main customer segment and advertisement tool: </li></ul><ul><li>- Japan guests: Sketch Travel magazine </li></ul><ul><li>Linkage between home website and TripAdvisor: </li></ul><ul><li>- Increase creditability </li></ul><ul><li>- Good feedbacks can lead to rising potential customers </li></ul>
  39. 39. Marketing - Promotion <ul><li>Weaknesses: </li></ul><ul><li>Few brochures at Front desk </li></ul><ul><li>No word response to customers’ feedbacks/ comments </li></ul><ul><li>(TripAdvisor) </li></ul><ul><li>Suggestions: </li></ul><ul><li>Keep an adequate number of brochure at front desk </li></ul><ul><li>Show attention to guests’ online feedbacks by giving word response. </li></ul>

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