This document provides an overview of the Quoc Hoa Hotel including information about its front office, housekeeping, food and beverage, and marketing departments. Some key details include the hotel has 46 rooms and is located in Hanoi, Vietnam. The front office provides standard check-in/out services while housekeeping aims for cleanliness and efficiency. The food and beverage department operates an Italian restaurant and bar. Marketing focuses on business and leisure customers from Japan through various digital and print promotional channels.

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. Outline Hotel Information Front Office Department House Keeping Department Food and Beverage Department Marketing Department

3. Hotel information Name: Quoc Hoa hotel Rating: 3* ( by VNAT) Since: 1991 Location: 10 Bat Dan St, Hoan Kiem Dist., Hanoi Number of rooms: 46 rooms Staff: 45 employees

4. Organizational structure CEO Assistant Director Sales & MKT Accounting Front- office House- keeping F & B

5. FRONT OFFICE Small corner with neat arrangement Friendly and appropriate attitude of staff Standard procedure of services

6. FRONT OFFICE Customer care service: Follow- up and confirmation Update booking regularly Use client file & keep track (offer discount rate for the loyal clients, inform the upcoming events, sending the wishes..) Travel infor. desk

7. FRONT OFFICE Hotel USP: French architect but fit with Old Quarter space 100% back up electricity-> never power-cut Room USP: - Bathrobe and hot-water system All the rooms have windows -> air circulation and good view of Old Quarter Balconies in Deluxe Classic and Family Deluxe Classic rooms Service USP: - Italian restaurant -La Dolce Vita - Four-star standard fitness center

8. FRONT OFFICE Problem: 2 entrances make guests confused Limited vision of receptionist Computer system: technical errors, information not consistent->forget service used->receipt Solution: - Extend the space Move bar to another floor Combine 2 entrances

9. Housekeeping - Good points Organization – Efficiency of staff 10 staffs 1 staff/8hour/day in standard 1 staff/10 rooms/day Task are flexible for housekeeper in some case  Bring effectiveness for work

10. Housekeeping - Good points Security and safety Equipped protection tools such as glove and mask Security man to deal with problems Management of facilities Bathroom Towel on the shelf: do not change Different chemicals for different amenities When guest has order, a runner provides

11. Housekeeping - Good points Management of room keys Electric key Automatic turn on electric amenities when put key card in to the key box machine Automatic turn off electric amenities when take the key card out of the key box machine Recording in/out times  save energy

12. Housekeeping - Weak points Long cleaning time: 2 staff/45minutes/room  train staff to reduce the cleaning time

13. FOOD AND BEVERAGE – LA DOLCE VITA Restaurant Good points: First impression many yellow, red lights some warm-color paintings comfortable seating arrangement commodious dinning space  relaxing and bright atmosphere enthusiastic and professional serving style of the staff Clean and tidy

14. FOOD AND BEVERAGE - LA DOLCE VITA Restaurant

15. FOOD AND BEVERAGE - LA DOLCE VITA Restaurant Good points: Capacity: 55 pax 13 tables of 10 four-seat and 3 five-seat Services: American buffet breakfast, Plate / American service, English/ Family service ENTRANCE GATE KITCHEN

16. FOOD AND BEVERAGE - LA DOLCE VITA Restaurant Good points: Staffing : 6 main staffs with 2 executive chefs and 4 waiters divided into 2 shifts Shift : shift 1 : 6.00 m - 3.00 pm shift 2 : 3.00 pm – 11.00 pm  Make convenience for the staffs

17. FOOD AND BEVERAGE LA DOLCE VITA Restaurant Bad Points: Service: No party/meeting service Staffs: don’t have uniform  Less professional 2 menu: a Wine lists and a food menu Menu shape : book with many pages  Less focus on focal points

18. FOOD AND BEVERAGE - LA DOLCE VITA Restaurant Recommendation: Short term: Should design the staff uniform for more professional Long term: Should open more type of services like party

19. LA ROSA BAR

20. LA ROSA BAR First impression: luxury service setting of lights, seat arrangement Types of beverages like: wine, vitamin, coffee Capacity: about 30 pax with 8 tables Staff: a bartender and a waiter in a shift Shift: 1 st shift: 7am – 3pm 2 nd shift: 3pm – 11pm  All are quite good

21. Marketing - Product Core product: Accommodation 46 rooms: Double, Superior double, Deluxe double, Deluxe family and Suite Room space: 22 – 40 sqm Facilities/ Amenities: - Beds - Satellite TV - Bathtub - Tea & Coffee making facility - Deposit safety box - Etc.

22. Marketing - Product Supplementary services : 1. Restaurant : La Dolce Vita restaurant - 8 th storey - 100% Italian dishes - American buffet breakfast 2. Bar : La Rosa bar - Ground floor - Refreshing drinks & Cocktails Supplementary services: 3. Fitness Centre - 8 th storey - Free entrance to gym & shower - Jacuzzi, steam bath, sauna: chargable 4. Meeting room & Business centre - 30 pax - Modern & well-equipped

23. Marketing - Product Current market segments: - Business sector ( Japan- 60% , Sweden, France, US, Canada) - Leisure sector: Japan (mainly) Direct competitors : 3*+; Old Quarter - La Dolce Vita hotel - Maison d’Hanoi hotel ( Baby-sitting service Spa service)

24. Marketing - Product Strengths: Good match between provided services/ amenities and focused customer segments: - Japanese guests: bathtub, sauna - Business guests: meeting room business centre fitness centre Strengths: Good operation of La Dolca Vita restaurant: - Pure Italian cuisine - 100% Italy ingredients - Good view & decoration  Good reputation  Attract guests to hotel

25. Marketing - Product Weaknesses : Ineffective cooperation of Restaurant & Bar - Bar: ground floor Vs. Restaurant: 8 th floor Bar’s operation is not attractive enough to draw customer Limited services in comparison to Maison d’Hanoi hotel Suggestions: Move La Rosa bar into/ next to La Dolce Vita restaurant Replace the La Rosa bar by a Café Add a Spa service

26. Marketing - Pricing Price of core products & services: Accommodation: Types of room Rack Rate Superior US$62 Deluxe US$72 Deluxe Classic US$82 Family Deluxe Classic US$102 Suite US$122

27. Marketing - Pricing Analysis of room price list Compared with main competitors (Maison d’Hanoi & La Dolce Vita)’ price range: lower (~ more facilities & services) Improvement: - Increase price in high season

28. Marketing – Pricing Different price for different customer segments Lower price for travel agencies Higher price for walk-in guests Flexible price policy - Good price strategy: maximum revenue, attracting different kinds of guests

29. Marketing – Pricing ADR = $80  Not high with such good products & services in Quoc Hoa To improve ADR: Increase rack rates during high demand periods Charge a premium price on more popular room types (deluxe, Superior) Maintain minimum length-of-stay restrictions during peak nights and minimize inventory on lower-rated rate plans.

30. Marketing - Placing Distribution channels: GDS (Global Distribution System): InternationalVacation Travel agents (*) Third-party websites: www.booking.com www.agoda.vn www.vinabooking.vn www.directrooms.com Direct inquiry ( via telephone, fax or email) (*)

31. Hotel website http://www.quochoahotel.com/ Strong points: - 1s to upload 1 st page of website - 2s to upload sub pages - 2 types of language: English (for everyone) and Japanese (main customers) - Clear items in website  easy to find information needed by guests Weak points: - Guests must double click to go 2 nd page (homepage) to get basic information - Difficult to find the room price table

32. Hotel brochure Strong points: - Good & clear information in brochure (outstanding point introduction of hotel, room rates, address, contact, main products and services, etc) Weak points : - F ormat of the brochure (stadard format  not attract customers) - Visuals chosen (not good quality of the photographs, not enough, too small size) - Too formal and rigid tone  make guests feel unfriendly - Too simple brochure  can’t remain in guests’ mind

33. Marketing - Place Registration form : with some guests’ basic personal information Keep track of guests information Make comparison between periods (monthly, etc) Adjust and launch marketing actions

34. Marketing - Promotion Brochures: - Used to inform guests about (new) services/amenities/special offers - Be particularly useful for walk-in clients, in-house guests. Direct mail: - Require clients’ database - Information on promotional offerings/ Business brochure

35. Marketing - Promotion Personal selling: - Directly: at reception - Indirectly: personal telephone conversation  Promote products to guests staying in hotel Promote products to corporate guests

36. Marketing - Promotion Hotel webpage: www.quochoahotel.com Information: availability rates rooms/services description promotional campaigns - Attractive webpage  Attracts customers

37. Marketing - Promotion Advertising: Traditionally: Sketch Travel magazine ( Japan) Electronically: www.tripadvisor.com www.travelpod.com  get customers’ feedbacks and ratings

38. Marketing - Promotion Strengths: Well-designed webpage: - Good match of hotel style and website’s theme and main color. - Well-posted and well-arranged information Good match between main customer segment and advertisement tool: - Japan guests: Sketch Travel magazine Linkage between home website and TripAdvisor: - Increase creditability - Good feedbacks can lead to rising potential customers

39. Marketing - Promotion Weaknesses: Few brochures at Front desk No word response to customers’ feedbacks/ comments (TripAdvisor) Suggestions: Keep an adequate number of brochure at front desk Show attention to guests’ online feedbacks by giving word response.