1. In hospitalitymanagementfield,everydepartmentplaysanimportantrole.The truthis,the FrontOffice
isthe nerve centerof a hotel.Membersof the frontoffice staff welcome the guest,carrytheirluggage,
helpthemregister, give themtheirroomkeysandmail.The sleepingroomsare comfortable,well
equipedandclean.The role playedinthe FrontOffice ispromotinggoodguestrelationisself-evident
and can not be overemphasized.Itincludesthe sub-units:reception,concierge,switchboard,
reservationsandguestrelations.
Let’stake a quicklookat the Japanese hotel brand.ConvenientlylocatedindowntownHanoi,Hotel
NikkoHanoi isclose to prominentoffice locations,historicsitesandpopularshoppingareas. The hotel
features257 generouslysizedandbeautifullydecoratedguestroomsandsuiteswithHanoi Cityor
Thong NhatPark views.The guestshere will experienceditsmodernandcomfortable facilities,suchas
businesscentre,spa,fitnessclub,swimmingpool,shopping…NikkoHotel Hanoi hasreceivedsomany
goodreviewsandpositive commentsfromtheirguestsall aroundthe world.Thishardworkingattitude
has beenrewardbythe prize of Top 10 HotelsAwardinVietnam, from2001 to 2004, 2006 and 2007, as
votedbyVITA and VNAT.
.
In orderto take a deeplookintothe hospitalitymanagement,ourgrouphasmade contact withMiss
TrinhHoai Thu, FrontOffice Managerof NikkoHotel.She waswillingtoanswersome questionswe have
asked,contains3 mainideas.
Firstof all,we wouldlike toknowherdailyroutine asaline manager.Hermorningshiftismainlyabout
cash and facilitieschecking,rightaftershe arrivesatwork(6.00am-6.30am) and before she leavesher
position toendhershift(1.00pm-2.00pm).She isalso busymanagingthe check-inandcheck-out
proceduresforthe hotel guests.Anotherpartof her morningisaboutmeetingandsupportingthe tour
leadersfromthe travel companiestocomplete theirtasksbefore the guestsarrive.
Next,she talkedtousabout thingsthatshe likesanddislikesaboutherjob.Whatshe findinteresting
aboutthe jobisthat it isa highsalaryand highrewardone.Indeed,she isworkinginacomfortable work
environment,functioningwithmodernfacilities,havingopportunitytomeethigh-social classguests.
However,since itisanimportantpositioninthe hotel,she alsohastodeal withsome unexpected
situationsof the guestsherself,suchasscam, burglary,lost..Sometimes,she hassome conflictswithher
colleagues,orevensome hard-to-please guests whogave unreasonable complaints.Furthermore,busy
isthe nature of thisjob,so it isnecessaryforherto concentrate all the time,andworkingovertime has
become a familiarthingtoher.
Despite all of the inconvenients,she lovesherjob,andalso,she sharessome useful tipsforus – the
studentswhoare aboutto work inthe hospitalityfield.Firstlyisthe softskillswhichisveryimportant

2. for the future managers.We mustknowhow to say thankyou,sorry, excuse me,please..withasmileon
our face.Secondly,since we are inthe globalisationera,itisanadvantage foreveryone toknow as
manylanguagesas possible.Andwhatismore,we have topractice to have a goodmemory,totake
note and to give feedback.
In a nutshell,inordertobecome successfulinthe future,studentsneedtohave goodmanners,know
howto listenandcare.We alsoneedto adapt ourselvesineverycircumstance,evenif there isatough
ones.Anothergoodthing,of course,islearning.Neverstoplearning,frombooks,fromreal situations,
fromour own colleaguesandbosses. Thenwe willknow how topractice,totrain to become betterand
bettereveryday.MissHoai Thualso“revealsthe secret”of NikkoCoorperation,the “Origin8”,which
contains:GreetwithSmile;Feel,ThinkandComplete;Enjoyyourself;Communication;Dataapproach;
Checkand Act,Sanitation,Safety.She recommendsthatif youare able to archieve the “Origin8”above,
youwill be successnotonlyinthe hospitalityindustry,butanyothers.
Afterconductingthe interviewwithMsHoai Thu,we have learntthatthe subjectHospitality
Managementisnot onlyabouttheoryanymore,butalsowe have beenthroughreal life experience.We
have learntaboutthe difficulties thatamanagermightexperience duringhis/hercareer,whichis
exactlythe issuesthatwe mightfacedourselvesinthe future.