VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY

FACULTY OF BUSINESS ADMINISTRATION

FINAL REPORT 50%

CAREER ORIENTATION IN HOSPITALITY

TOPIC: CAREER DEVELOPMENT IN

RECEPTION DEPARTMENT, PULLMAN SAIGON HOTEL

Supervisor name: THS. NGUYỄN QUỐC LỘC

THS. NGUYỄN HẢI NAM
THS. VŨ THỊ HỒNG NHUNG
Student name : Lê Ngọc Bảo Châu
Student ID : 720H0286
Class : 20H70502

HCM CITY, MONTH 12 YEAR 2020

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 TON DUC THANG UNIVERSITY
FACULTY OF BUSINESS ADMINISTRATION
*************

REPORT EVALUATION
CAREER ORIENTATION IN HOSPITALITY 50%
SEMESTER 1, ACADEMIC YEAR 2020 – 2021

Topic: .................................................................................................................................................
.............................................................................................................................................................
Student name: ………………………………………………Student code:………………………...
Evaluation
No Criteria Grade Score Note
1 Format:
- Present according to required guideline (font, page 0.5
number, table content, charts…)
- No spelling mistake, typing mistake, referencing 0.5
mistake. Clear and understandable sentences
2 Content
Introduction 0.5
Chapter 1: Overview of organization 2.0
- History of establishing and developing (0.5)
- Hotel and Outlets Description (1.0)
- Hotel structure: Organization chart and explanation
(0.5)
Chapter 2: Overview of department 4.0
- Overview (1.0)
- Department structure and explanation (1.0)
- SWOT (2.0)
Chapter 3: Plan to achieve the goal 2.0
- Preparation for knowledge (0.5)
- Preparation for skill (0.5)
- Preparation for experience (0.5)
- Attitude (0.5)
Conclusions: summarize all content of report shortly 0.5
Total 10.0

Total mark: .............................................................................................................................................

Day ……….month……….. year 20………
Marking lecturer

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INDEX

Introduction..........................................................................................................................4
Chapter I: Overview of the organization...........................................................................5
1. History of establishing and developing.......................................................................5
2. Hotel and Outlets Description.....................................................................................5
3. Hotel structure: Organization chart and explanation.................................................7
Chapter II: Overview of department.................................................................................9
1. Overview......................................................................................................................9
2. Department structure and explanation.....................................................................11
3. SWOT........................................................................................................................14
Chapter III: Plan to achieve the goal...............................................................................20
Conclusions.........................................................................................................................22
Appendix.............................................................................................................................23

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Introduction
In recent years, tourism has become an indispensable need in human cultural
life. Like many other industries, the tourism industry is considered a smoke-free
industry and it has become a key economic industry in many countries around the
world, annually brings many great revenue sources and creates jobs for thousands of
people.
With unlimited tourism and untapped value creation, Viet Nam hospitality
industry sees green pastures of growth in the coming years. The number of qualified
human resources and untapped geographical resources gives the hospitality industry
big opportunities. Year after year, the number of tourists coming to Viet Nam is
increasing. In-house tourism is also another area of great potential. For a wide range
of service industries, including hotels, food service, casinos and tourism, it is an
umbrella term. The hospitality industry is global and very diverse. Today, the
hospitality industry is one of Viet Nam's largest industries. Between 2018 and 2019,
it is expected to grow at a rate of more than 16 percent i. Vietnam tourism counts
millions of international tourists every year, especially in 2019 this number had
reached 18 million, which is a remarkable goal for a small nation with an incipient
tourism background. A series of large hotel chains from all over the world began to
appear thanks to the development of the travel industry. It is possible to mention
some large companies in the accommodation business sector, such as IHG, Accor,
Marriott, etc.
In addition to building and upgrading infrastructure (hotels, entertainment
areas, resorts,...) and technical facilities, transport, communication, the hospitality
industry also needs a team of staff with high professional expertise and good
confidence to interact foreign languages to meet the needs of domestic and
international tourists. With the rapid speed of growth in the hospitality industry, our
employment prospects are higher than ever. The human resource requirements,
however, are also getting stricter. Hence this career can only be pursued by those
who have planned their career well.

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Chapter I: Overview of the organization

1. History of establishing and developing

ACCOR (birth name is SEIH), founded in 1967 by two French founders (Paul
Dubrule and Gérard Pélisson), soon became a leading French hotel group
headquartered in Paris. So far after nearly 50 years of operation, the group has
owned and operated 5,140 hotels in 112 countries around the world with more than
753,000 rooms, covering 5 continents, providing more than 145,000 employees
with jobs. In two core areas, Accor determines its business model: Hotel Operations
and Hotel Invest. According to statistics, every 33 hours, another of the Accor
Group's resorts will open internationally. ACCOR Group currently manages 37
hotels with brand names such as MGallery, Novotel, Mercure, Pullman, Sofitel,
Hotel des Arts, Premier Village Resort, ... in Vietnam, starting with the opening of
Metropole Hotel (now known as Sofitel Legend Metropole Hanoi) and contributing
to the domestic economy for even more than 20 years. Accor has just opened 10
more hotels in Vietnam in 2019. Some remarkable achievements of Accor in Viet
Nam are Metropole Ha Noi, where hosted Kim-Trump Summit, or Hotel de la
Coupole Sapa and a new project Enda Grand Mercure in Phan Thiet.
According to Tony Chisholmii, General Manager of Pullman Sai Gon, young
people between the ages of 16 and 36 are Pullman's target clients. “They often focus
on experience for this customer base. Millennials are referred to here - young,
dynamic, always mobile, always connected to electronic devices. They can choose
to travel with low-cost airlines, eat local dishes, but to enjoy five-star service, they
always want to eat a quality meal.”. For that reason, Pullman’s goal is to focus on
the customer, and it is crucial to listen to customer feedback before changing any
product or service. Focusing on customer care, meeting customers' needs or desires,
is the success of a service.

2. Hotel and Outlets Description

Pullman Saigon Center is the third Pullman hotel in Vietnam (after Pullman
Hanoi and Pullman Danang) as part of the international hotel brands and is the
newest international standard 5-star hotel in Ho Chi Minh City. The Pullman Saigon
Center is located on Tran Hung Dao Avenue, in the heart of Saigon City near the
bustling Ben Thanh market and only about a 20-minute drive from Tan Son Nhat
International Airport. The convenient location and affordable cost compare to other
5-star hotels in the area make the name of Pullman Sai Gon famous.

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 Worthy of Ho Chi Minh City's most popular 5-star international standard
hotel. Pullman Sai Gon owns 3 basements and 30 floors in Ho Chi Minh City, with
306 hotel rooms, which all have floor-to-ceiling glass doors overlooking the city. It
is therefore subdivided into rooms and suites, such as superior room, deluxe room,
executive room, executive suite, Pullman suite, and Presidential suite. All to provide
an ideal space for relaxing and working. Room types with a surface area of 34-160
m2 are designed in the style of contemporary art decoration. Impressed with the
new and modern interior decor and fully functional facilities suitable for all guests,
such as Pullman bed with a private bathroom with unique rain shower faucet, or a
highly relaxing, state-of-the-art bath, free high-speed Wi-Fi internet access, on-site
coffee/tea maker rooms. A premium Expresso coffee maker, ironing board, and
fitness equipment are also featured in the Executive and Suite rooms. In completely
cozy and private rooms, located on floors 25-29, guests will enjoy a unique
experience with separate check-in and check-out in the Executive room. There's a
30th-floor lounge. At the same time, free services such as breakfast, tea, and coffee
or evening cocktails, computer use, meeting rooms and services are also available to
guests. Guests staying in the Pullman Signature Suite - a room with exquisite,
perfect design, will experience a unique high-end lifestyle in addition to the benefits
for guests staying in a premium suite room. This room type is also suitable for a
romantic honeymoon.
The hotel restaurant and bar in Pullman Saigon Center provide visitors
delicious dining expertise with domestic and international dishes. Food ConneXion
specializes in a hearty international breakfast, lunch, and dinner buffet paired with
fine wine; The Cobalt rooftop restaurant not only offers a panoramic view of the
beautiful city stretching to the skyline of Saigon but also be considered the
destination of an urban venue, including indoor seating and a windy outdoor terrace;
The Urban Lounge Bar, the perfect place to relax, elegant design Suitable for
intimate personal conversations or simply for customers who want to order drinks in
a pleasant space, serving new Spanish appetizers, a wide selection of fine dishes and
creative drinks. Especially, there is a Pool Bar - A pool that serves cool, refreshing
cocktail refreshments combined with pleasant snacks to guests at the pool, carefully
prepared by drink bartenders from the bar.
Pullman Saigon Center is pleased to present the conference hall with 700
square meters wide. The meeting space at the Pullman hotel has an airy layout, very
few columns, suitable for business events, and social events. The rooms are
equipped with the latest technology: widescreen LCD TV, telephone service for

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conferences and free Wi-Fi or high-speed cable access. Large meeting rooms can
accommodate guest requests for all kinds of events such as concerts, exhibitions,
weddings and five other meeting rooms filled with natural daylight. Small groups
with guests of up to 120. Besides, the hotel has a Chill Out space where guests can
relax between hours after events during a break. At the Fit Lounge, Pullman Saigon
Center invites guests to participate in healthy activities and exercise habits, giving
customers free use with workouts at any time of the day in an environment friendly
with the latest equipment, fulfilling the needs of clients. With a range of special
body treatments tailored to the needs of both male guests, Thann Sanctuary Spa is a
place to take care of beauty and create moments of relaxation, energize and help
guests rapidly restore their youth. The hotel also has a large outdoor swimming pool
full of fresh, cool air and sunshine, as well as a small children's pool.

3. Hotel structure: Organization chart and explanation.

As one of Ho Chi Minh City's main hotels, Pullman Saigon is the workspace
of hundreds of workers in the hotel's 9 departments. These 9 divisions have to work
together efficiently and quickly to be able to satisfy guests needs as soon as
possible. In this report, each department has basic titles but in fact, the hotel's job
assignment is far more complex than that. In establishing the link between different
departments in the hotel, Pullman has done a fantastic job. Pullman has encouraged
employees to work in the right titles that individuals undertake and built the hotel's
cultural traditions. This is a solid foundation to promote effective and successful
hotel business.

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 Dining Host Staff
Room
Supervisor Assistant
Assistant Banquet to
Food and to Manager Banquet Staff
Beverage Food and Manager
Director Beverage
Manager
Executive Staff
Chef Walt
Bar
Staff /
Manager
Steward Bartender
Manager Staff

Room Service Staff

Manager
Executive Guest Room Staff
Housekeepe Supervisor
Laundry Staff
r
Supervisor
General Front Office Front
Assistant Staff
Manager Office
to GM Manager Superviso
(GM)
r
Admin.
Human Resources Staff
Manager Assistant
Maintenance Supervisor Staff

Advertising
Director

Marketing Corporate/Conference/Banquet
Sales Director Staff
and Sales
Director
Security Guard
Manager s Accountant

Chief
Supervisor
accountant Cashier

Figure 1 PULLMAN Sai Gon’s organization

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Chapter II: Overview of department

1. Overview
Just like in the business of other economic sectors, hotel business
communication is an important issue and contributes to the success or failure of an
enterprise. The communication of the reception service plays an important role in
the hotel business in particular. Through it, businesses can inform, guide, and
respond to complaints or queries to customers. From there it is possible to learn and
take advantage of the needs of each type of guest, to meet and satisfy their needs.
The reception desk is the first and last part to contact the guests, it is considered to
be the face of the hotel that represents the hotel's welcoming guests, meeting all
guests' needs when staying and seeing off. The guests when they leave. Reception
activities play an important role in building the hotel's first impressions of the
guests. Guests can assess the quality of this hotel, whether good or not, through the
reception. At the same time, the hotel, through its reception activities, recognizes
the needs of its guests and stimulates the needs of its guests to develop a successful
business strategy. The role of reception in the hotel is therefore extremely important
and affecting the hotel’s reputation.
In the present situation, it is clear that the receptionist is the representative of
the hotel, the restaurant, for the director to welcome guests and to serve guests in
the first procedure, the receptionist is compared to the hotel's face. They also play
the role of the person who markets, promotes, and provides information on hotel
accommodation, catering and other services. Due to the most contact with the hotel
guests, they have the opportunity to learn and understand the preferences, habits and
needs of the guests. For this reason, hotel reception staff can make an effective
contribution to the renovation and improvement of hotel services, meeting the needs
of guests, and improving business productivity. The larger hotels in both size and
rankiii, the more important the role of this team, the higher the standards are
required.
Firstly, the hotel reception desk acts as a bridge between the hotel and its
customers to provide hotel services and products. The front desk provides
information on services and promotions for guests. In other words, the front desk is
a hotel intermediary. Secondly, the reception department plays a central role in
coordinating the activities of the hotel departments, helping the departments to
operate in a planned and smooth manner. Each hotel department has its functions
and functions in parallel. The main purpose is to serve guests, to bring profits to the

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hotel. To do so, the hotel departments must work closely with each other based on
the hotel plan in which the reception desk plays a role. Thirdly, the front desk
department plays an important role in the sale of hotel products. Since the
receptionist is the person who has the most contact with the customer, he has the
time to introduce and advertise products available in the hotel. This requires the
receptionist to master the details of the products, yes, the ability to introduce
advertising products. Last but not least, this is the place to answer complaints from
the consumer and to deal with any complaints. The Division also plays an important
role in helping the Director to establish plans, product and consumer policies to
improve business incomes.
As a result, the receptionist team is chosen for the ranked hotels and
restaurants, including large and luxurious hotels, with very high requirements in
foreign languages and general knowledge, social culture, the receptionist profession
and appearance. Because the capacity of the receptionist to communicate is
important for receiving information and delivering information, recommending
services as well as attentive service and affecting customer decisions.
Being a staff member in this department is extremely important, it requires
you to always maintain a hospitable attitude, show a good style of professionalism,
politeness and friendliness to guests. During the job, the receptionist must be
assured in all circumstances. Since tourism is a non-smoking business. Therefore,
conditions in hotels take place in a range of contents and formats. And in any case,
you've got to be sure that you can do it well. The receptionist also needs to be
truthful, honest and trustworthy. Reality shows that during the working process, the
receptionist has a lot of exposure to money, the personal belongings of the visitors
so that the consistency of the receptionist's honesty is extremely important. The
receptionist must always be happy and smile with the guests. Having a good style of
communication, a sincere attitude, a warm welcome, always give maximum
sympathy to the guests. Respect and willingness to help the guests. Only the
principle of "customers are never wrong" must be observed in all cases. They have
to know how to be self-contained and control their own emotions in difficult
situations (do not get angry under any circumstances), too. Professional
receptionists should build a good relationship with a client, creating a reputation not
only for themselves but also for the image of the hotel. For example, a tourist
wishing to take advantage of a certain service, the person they think will be the
hotel receptionist, because the receptionist is the consultant providing the best travel
information for the guests.

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 In short, the reception service in the hotel is an indispensable and extremely
important part, the more professional the receptionist is, the higher the level of the
hotels. It can be affirmed that whatever directions the hotels develop, the training of
professional receptionists should be the first target of the business strategy.

2. Department structure and explanation

a. Manager of the Front Office
- Responsible for all activities of the reception desk.
- Plan, organize the implementation of the tasks and coordinate all the
activities of the receiving department.
- Maximize hotel occupancy and revenue.
- Participate in the interview to select the department's staff.
- Welcome delegation, guests of the VIP.
- Training and retraining to improve the professional skills of
departmental staff.
- Resolve guest complaints and emergencies that occur in the hotel.
- Support marketing work and perform some other tasks under the
supervision of superiors.

b. Front Desk Supervisor

- Perform other tasks as assigned, required or deemed necessary by
management.
- Make sure your department log and hotel log is up to date.
- Ensure safety through registration and security procedures and report
suspicious activity to security, management or MOD.
- Support all departments to serve guests during peak periods.
- Responsible in the absence of the Duty Manager/Front Office
Manager;

c. Reservations
- Receive and process booking requests from guests.
- Update and transfer booking information and records to the
receptionist daily.
- Manage booking records.
- Coordinates with the Marketing Department to sell the rooms.
- Maximize room capacity, selling price, and revenues for the hotel.

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d. Concierge staff
- Rent controlled equipment.
- Provide services to the guests of the office.
- Support customers with technical issues, information technology, etc.
- Support for the company of transport, tours for guests.
- Mail handling and parcels for the guests.

e. Receptionist
- Manage records of guest registration.
- Welcome and check-in, guest check-out procedures.
- Sale of walk-in rooms for the guests.
- Receive and coordinate requests from guests.
- Provide information, advertise and sell the services of the hotel
- Keep keys, lost property.
- Coordinate the handling of emergencies at the hotel.

f. Luggage service attendant (Bellman)

- Welcome, open the cabin to receive luggage, guide guests to check-in
at the front desk.
- Customer support in the lobby: service introduction, taxi call...
- Transfer luggage to rooms and at check-out time.
- Delivery letters, messages, and parcels... to the guest rooms

g. Doorman
- Stand at the hotel door to welcome, open the door-close upon arrival,
leave.
- Remember to bring a parasol or raincoat when it shows signs of rain
or heavy sunshine.
- Recommend guests use the hotel's services when requested.
- Advise guests with information about local tourist destinations,
dining.

h. Cashier

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 - Update guest spending and appendices to the guest account.
- An exchange of money for guests.
- Balance guest accounts when the shift is over.
- The cash flow management of the clerk's department.
- Prepare payment profiles for guests.
- Save information about staying with the guests (Guest history).
- Make a sales report.

i. Night Auditor
- Check and edit expenses, update additional customers during the day.
- Enter the costs or additions of the customer that have not been
updated.
- Balance revenue with the report of the cashier.
- Make a list of over-expended guests.
- Room revenue report, room capacity...
- Prepare payment records for the next morning shift.
- Check-in support for late check-in and check-out.

j. Operator
- Receive and handle all calls to the hotel.
- Help guests make calls outside the hotel.
- Provide information for guests on services inside and outside the
hotel.
- Record long distance and international phone calls from customers,
transmit the bills of the telephone service to the cashier daily.
- Handling when there's an emergency.

The position in the reception that I want to take on is the receptionist position.
This is an important part not only for the department but also for the hotel. During
the integration period, to become a receptionist with a professional style, we need to
constantly improve our skills and constantly learn new skills. This position is not
too stressful compared to the front desk supervisor or the front office manager, but
it is mainly responsible for building a good image for the hotel. I feel fit for the
position myself, and I also have an interest in this special position.

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 3. SWOT
a. Strengths
A front desk receptionist work has many advantages. For example, you learn
useful skills for customer service, multi-tasking, and time-management. In all
business processes and procedures, including meeting and appointment preparation
and administrative work, you also achieve proficiency. These abilities make a
receptionist at the front desk appropriate for many different fields of jobs, including
office work or client-facing responsibilities. In particular, receptionists at the front
desk usually have a consistent office schedule and may also qualify for direct
deposit, paid holidays, or health benefits.
- High Demand for Recruitment
The tourism of our country is very developed. More and more accommodation
companies are being opened and continually recruiting receptionist positions such
as 1-5-star hotels, resorts, homestays, motels... Just type in the keyword "hotel
receptionist recruitment" on Google, you will see 11,500,000 results in less than 1
second, enough to prove the "hot" nature of this job in our country. Having good
receptionist skills and foreign language skills, it will be easier for you to apply for a
job anywhere in Vietnam as long as there is a residence business there.
- Attractive revenue
It is a fact that the salary of the receptionist... It's not high, only about 3.5-4.5
million. You don't think this salary is going to be enough to cover your daily life?
Don't worry, it's just a hard salary. Receipt income includes hard pay + service
charge (service fee) + tip + sales commission + bonus so that the receipts will range
from 6.5 to 8 million per month. With special cases with good foreign language
skills + excellent sales skills, the revenue will reach 20 million. Also, you will enjoy
a wide range of hotel benefits, such as insurance premiums, annual travel, travel
room discounts, holiday bonus, meal allowance-accommodation, foreign language
allowance...
- Clear Roadmap to Promotion
If you're wondering if you're going to work as a hotel receptionist, you'll feel
safer when you know about the promotion route in the receptionist profession.
Today, many of the major hotel managers are from the lobby department, usually

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the receptionist. If you have experience as a receptionist, you can "jump" to other
positions in the lobby, such as the operator, concierge, accountant...With a wide
range of experiences, professions, plus a good attitude and vision, you will move on
to the receptionist supervisor, assistant receptionist, receptionist, and hotel director.
- Enriching Knowledge
A job rarely gives you as much knowledge as a receptionist. Daily contact
with customers from many countries allows you to learn more about the cultures,
customs, and practices of your country and to improve your skillful handling of
situations. In addition, you will learn more skills such as office computers, foreign
languages (English-Chinese-Korean-Japanese...) plus practice patience,
understanding other people's psyche, professional manners (yes, meticulous at
work, groomed in costumes) ... Another great thing about being a hotel receptionist
is that you meet regularly with tourists who can be successful business people,
celebrities... creating opportunities for you to expand your relationship.
- Expand social interactions
The regular interaction with many types of clients from many places both at
home and abroad allows the receptionist greatly extend social relationships, thus
having the opportunity to learn many cultural characteristics, consumer psychology,
training the ability to communicate in foreign languages as well as the need to use
services from each area, helping the process of consultancy and service sales In
addition, the hotel receptionist is also frequently invited to the grocery stores,
restaurants, souvenir shops, spa shops to experience, visit and recommend their
items to guests.

b. Weakness
- The hotel reviews the hotel with the reception at first sight.
Going to any hotel, large or small, the part that begins to interact with the
customer is the receptionist. As the hotel's headquarters, with an unlimited
workload of 24/7 spinning, receptionists need to be healthy and always be in good
spirits so that they can always satisfy their customers. Not only welcome, but the
receptionist must also coordinate with other related departments in order to provide
customers with the most complete services.
- Varieties of languages
More and more foreign visitors from your own countries are coming to
Vietnam. In addition to the hot tourist market, the receptionist also needs to
cultivate good communication skills. There are Asian guests from Korean, Thai,

15
and Chinese who cannot speak or understand English, so in addition to their
professional skills, the hotel receptionist must also be someone who knows two or
more languages in addition to the mother tongue. Besides, we also need to know
body language-body language and delicate observation so that if in the event of not
being able to communicate with words, the customer is still happy and can
understand what you want.
- Working on the night shift
Every female receptionist needs to know that no one will be excluded from the
night shift. That's why getting married and having children is a limitation for every
person. Either you're supposed to get married late, or you're leaving this department.
This is one of the difficulties of the hotel reception. Of course, after a season of
experience, the path of promoting the hotel receptionist will be promoted to
manager, and you will easily find a balanced job with your family and children.
- Time is not fixed
Irrespective of holidays or weekends, receptionists even have to work
overtime because this is a time when travelers take a break from stressful working
days. The peak is the tourist season, some people have to work a full week and have
no days off. They are always in a "ready position at any time with the tasks of
checking in, checking out, receiving phone calls, being in charge of the guests'
alarm... Well, that's how the new thorny road leads to roses.
- Diverse jobs, not limited to particular tasks
Not only does the receptionist stop at the telephone service, check-in
procedures, guest check-out, ... the receptionist also be ready to receive and deal
with all issues, concerns or suggestions from guests about the hotel's quality of
service in a professional, knowledgeable and productive way. Furthermore, the
receptionist is often asked to assist with other activities, such as purchasing a
restaurant, buying sightseeing tickets, taking a taxi, organizing tours,... The role is
incredibly varied, not limited to just one. Basic tasks, from which many fascinating
and useful lessons that can be used in the future can be learned.
- Work Pressure
Don't think that managing the company is going to be a leisurely and not a lot
of hard work, there's no need to be good at related subjects, just knowing is
enough... Actually, it isn't. The more you're in a management role, the higher the
pressure on your job. The hotel-restaurant manager has many important tasks to do,
such as planning, preparing financial results reports, receipts-expenditures;
managing sales and availability and food processing; establishing human resource

16
management rules; advising preparation and service managers to ensure on-time ...
Restaurant managers usually have to work stressful for about 50-80 hours a week.
With an enormous workload and twice the working time of a normal person, they
often face psychological stress and health risks. When businesses take a lunch break
or go back to work for dinner, it's time for restaurants to operate at maximum
capacity.

c. Opportunities
One of the service industries that has thrived in recent years is the hospitality
industry. It can be said that the hotel manager has always played a key role in
directly affecting the maintenance and development of the hotel restaurant. The
increasing number and size of hotels, resorts, and amusement parks are promising
many attractive job opportunities for the hospitality industry.
According to a report by the Department of Statistics, between the beginning
of the year and now, Vietnam has welcomed and served some 9 million
international tourists as well as some 35 to 36 million domestic tourists. In the near
future, the number of hotels will be more than three times that of the current
number. With this, hotel management has become one of the jobs that promise
many opportunities. Subsequently, their standards for the selection of human
resources are also extremely strict and are designed to meet the quality of labor
resources for businesses. They also require hotel managers who must be able to
communicate well, people who are dynamic, active, able to organize and manage
work, logically they must master. Have professional knowledge and in particular,
fluency in as many languages and cultures as possible. Every year in Vietnam, the
tourism industry in our country will require about 40,000 workers. For HCMC
alone the demand for human resources in the hospitality industry will reach 21,600
people per year between now and 2025.
However, human resources at the management level in hotels in our country
are in missing, leading to a real thirst for human resources for hotel management.
High-class hotels and restaurants in our country still have to hire foreign managers
because domestic staffs are not qualified enough. Hotel management is therefore
gradually attracting many young people, and a bachelor's degree in this field will be
sought soon so that learning hotel management will make it easier to apply for jobs.
Not only the lack of management personnel but also the lack of staff, who are doing
direct service jobs in our country, are also "both lacking and weak" Newly trained
staff are not enough every year to meet the needs of rooms, waitresses, ... plus weak

17
skills, retraining, poor communication skills in English, unable to meet international
standards.

d. Threats
As a service industry, any major or small change in the world can have a
major impact on the hotel and restaurant industry. The most typical example is that
thousands of hotels across the country need to be shut down in 2020 when the
COVID-19 epidemic started to appear. After a 3-month quarantine period, hundreds
of small hotels had to stop doing business, 4-5 star hotels have to lay off their staff
because they could not afford to pay. At present, after a period of hardship, most of
the large hotels are able to operate normally again but the damage has been
enormous in the last few months. Employees who have been laid off also find it
difficult to pay for living expenses. In addition, the service industry is a rapidly
changing industry to catch up with the development of the world. The employees of
this industry must therefore always change in the ability to adjust to any change.
Besides, when working in the service industry, you also need to be prepared to
deal with many different types of people. Therefore, the receptionist must be quick
to grasp the customer's psychic and serve and welcome accordingly. Sometimes the
receptionist will encounter difficult or stubborn guests, they will have to stay patient
and control their emotions to fix the issue cleverly without affecting the image of
the brand.

e. Advantages and disadvantages of myself

Advantages Disadvantages
- Friendly, easy to talk to - A hot-tempered person
people that I don’t know - Easy to change
Personality

- Hard-working person emotions

- Energetic, have positive - Sometimes say rude
energy words
- Always want to learn new - Perfectionist
things - Work slowly

18
 - TOEIC 850, IELTS 5.5 - Lack of high

Knowledge
- Have basic knowledge related qualification
to the hospitality industry

- Good communicator in - Have never

Experience

Chinese and English participated in any

internships

- Look clean, neat - Overweight, need to

Appearance

- Balanced appearance, no keep fit

defects, no infectious diseases

19
Chapter III: Plan to achieve the goal
Clearly, you can't go on a flat path to be good in a profession, you have to experience a lot to draw lessons for
yourself. It is extremely vital to determine the learning plan, which will not only help us to have an overview about the job,
but also shorten the time to reach the goals. Those who set learning goals are typically those who will succeed earlier.  For
that reason, I need to build a very specific learning and working path for myself to make sure I get a certain job after
graduating.
At Ton Duc Thang university After graduated
- TOEIC: more than 850 (Improve speaking and writing skill) - Become an official employee in the 4-star
year Fourth- Third-yearyear Second- First-year

- Learn Chinese hotel

- Go and visit a hotel for a month for practice (at 5-star
hotels)
- HSK: aim HK4 - Become a Captain in the 4-star hotel
- IELTS 6.0 (self-study)
- Finish English program at school (English 4)
-- Learn
Have aJapanese
part-time job at a 5-star hotel (Caravelle) - Become a Supervisor in the 4-star hotel
- Start working at 5-star hotels
- Take part in the foreign semester
- Have VTOS certificate
- Graduate by date - Become a Captain of Reception Department
- Work as a receptionist at 4-star hotels in a 5-star hotel
- IELTS 7.0
- Complete the subjects at school

20
 - Become a Supervisor in the 5-star hotel
Fifth-year

21
Conclusions
Today, when society is increasingly modern, opening the door to integration
into the world, choosing the right career is extremely important. If you don't decide
before, you're going to become an unemployed person. To ensure that their choices
are made, young people today need to carefully consider what society needs, lacks,
and how their capacity can be met, the job opportunities that you choose are very
easy. It can be said that the hotel is the hottest industry in comparison to all current
service industries. As the number of graduate students increases, the level of
competition also increases, the requirements for the professional qualifications of
staff are also restrictive. Therefore, once you have chosen to pursue this industry,
you should look at the dominant and the hidden side of it. Chasing isn't just the
outer flashiness, it's also your passion. Passion is power so that every time you have
trouble following this industry, you can look back at where you started, when you
still have a burning interest in the profession and keep working. Also, to achieve the
success you want, you must have a personal plan and stick to it. You should not
stop searching and learning to improve your knowledge and succeed quickly in your
career.
Because the nature of the job requires a high level of expertise and rigor, I
need to be knowledgeable about the job, to be responsible for the job, to be
confident in myself and to be able to communicate, to have a positive attitude, to be
patient, to treat everyone with friendliness. These are skills that are considered
essential for a professional hotel receptionist. In addition, passion also makes a
significant contribution to work efficiency.
I can confidently say that I have chosen the correct career and love the
working environment in the restaurants - hotels after completing the “Career in
Hospitality Management” course at school. The subject has helped me to have an
overview of the hotel departments, thus deciding what job position I'm going to be
suitable for. This report will describe my development plan in detail. I hope this will
be a solid stepping stone for me in the coming years to continue to develop more.
All information in the report is recorded through the knowledge of a person with
very little experience in the profession, so if there is any error, I am grateful for
forgiveness for the shortcomings.

22
Appendix

Figure 2 Basic department structure

Trainee/Casual labor  Staff (2 years)  Shift leader (0.5 years)  Supervisor (2 years)
 Outlet Manager (2 years)  Department Manager (2 years)  DGM/GM
Process 1 Promotion road of Front Desk Department

23
i
Numbers were given by this article: Du lịch Việt Nam tăng trưởng “thần kỳ”
ii
Information was given by this article: Mang đến cho khách hàng những trải nghiệm hoàn toàn mới
iii
According to the star rating standards of the National Tourism Administration of Vietnam