OPENINGS

- Reasons to choose topics

Nowadays, when people's material life has been improved, the economy is
improved, their demand for spirit, tourism, eating, wanting to relax also
increases to meet those needs, hotels and restaurants are increasing. Tourism in
Vietnam is developing well to achieve such achievements not only thanks to
our country has rich tourism resources, favorable geographical location but also
thanks to the abundant human resources of the tourism industry, so besides
material, the human factor is also very important. However, with such
developments make businesses facing fierce competition. To survive and
develop businesses must find solutions to be able to develop and attract
customers. In order to improve the quality of service to satisfy customers, the
management needs to do well in human resources management because of the
good workforce, many experience is one of the important things to create
products with good quality. From that reason, our team decided to choose the
topic "Improving the human resources of Nineteen restaurant at Caravelle
Hotel" to take the final exam. Contribute to understanding the situation and
offer remedial solutions aimed at improving the quality of human resources for
a department with the second largest revenue source behind the room
department at the hotel, providing customers with the best services.
- Research purposes
 Clarification on the need to improve the quality of culinary human
resources at the hotel
 Specify the status of human resources in the culinary department at
Caravelle Hotel
 Based on those facilities offer solutions to improve the human resources of
the culinary department.
- Subjects and scope of research
 Subjects: food department (F&B) staff
 Scope of research: Caravelle Hotel
- Research methods: collecting information through books, the internet,
synthesizing, processing information, comparing.
 CHAPTER 1: THE BASIS OF REASONING
1.1 Some basic concepts
1.1.1 Hotel Concept
Morcel Gotie , a travel and hospitality researcher, defined: " The hotel is a
temporary accommodation for travelers. Along with the bedrooms there are
also restaurants and many different types"
According to the definition of Dr. Nguyen Van Manh and Dr. Hoang Thi
Lan Huong: "Hotel business is a business based on providing accommodation,
dining and additional services for guests to meet their needs of food, vacation
and entertainment at tourist destinations for profit purposes."
Hotels are a type of business, with business registration in accordance with
the law to make a profit. The hotel is a fortified architecture, has many
bedrooms, many floors and is equipped with equipment and items dedicated to
business purposes. The hotel is also a fully equipped property, meeting the
needs of rest, dining, entertainment, entertainment and many other services.
Thus, the hotel business is mainly based on three main areas of operation:
− Business in tourist accommodation and accompanying services.
− Business in dining and accompanying services.
− Trading in additional services.
1.1.2 Restaurant concept
A restaurant or restaurant is a business specializing in cooking and serving
dishes and drinks for customers to buy and mainly use right there. In addition,
many restaurants also have a package service for guests to "take away" instead
of dining at the restaurant. (According to Wikipedia).
Restaurant business is responsible for selling products belonging to
agriculture, processing industry, telecommunications,... The nature of the
industry always exists 2 processes: production and consumption. Contribute to
the development of the national economy and the world.
1.1.3 The concept of training and development
Training is the process of equipping workers with skills, experience and
professional knowledge so that they can improve their skills and do better jobs.
Development is all activities that impact workers so that they can afford to
serve their future needs. Development means more broadly not only training
but also in areas such as health care, public health propagates,... to develop
human resources in all means.
Training and development are activities to maintain and improve the
quality of the organization's human resources, which is a decisive condition for
organizations to stand and win in a competitive environment. Therefore in
organizations, training and development need to be carried out in an organized
and planned way.
1.2 Characteristics of the role and position of the department in the
restaurant
1.2.1 Location
The restaurant department in the hotel is an important department, which
contributes the second most revenue to the hotel after the accommodation
department. It is also divided into other small parts such as kitchen parts,
catering parts, bar parts.
1.2.2 The role of the restaurant department
- The restaurant is a constituent part of the hotel, the restaurant plays a very
important role in meeting the essential needs of guests at the hotel. This is a
stepping stone to ensure the quality of service of the hotel for guests, so that the
hotel operates more complete and efficient.
- Meet the dining needs of customers at the hotel.
- Expanding friendship and cooperation, tightening solidarity between
countries and peoples in all parts of the country and in the world.
- Create opportunities to learn about culture, community life, find new
friends.
- Create jobs for workers, make their own mark for the hotel, attract and
satisfy the culinary needs of visitors.
 - Generating revenue contributes to the total monthly revenue for the hotel.
- Enhance the branding of the hotel.
1.3 Objectives and role of training and development of human resources
Goal:
−Make the most of existing human resources and improve the efficiency of
the organization by helping employees better understand their work in a more
self-aware way with better attitudes as well as improve their adaptability to
work in the future.
−Improving personnel quality and business efficiency
−Meet the requirements of the job as well as contribute to the development
and survival of the business
Role: Training and development are decisive conditions for businesses to
survive and go up in competition. The benefits of training and development:
−To meet the organizational work requirements, that is, to meet the needs
of existence and development of the business.
−Contribute to educating new people, creating a team of workers with
awareness and gradually improving the quality of the workforce, building
prestige and hotel image for customers.
−Improve labor productivity, performance efficiency.
−Reduce supervision because the traine is a person capable of self-
supervision.
−Meet the learning needs of workers and is one of the important factors that
make up good labor motivation.
−Training and development are strategic solutions that create a competitive
advantage of the business.
−Improve the stability and dynamics of the organization.
−Improve professional qualifications and skills so that employees can
handle and complete the job in the best way.
−Create a bond between workers and businesses.
−Meet the needs and development aspirations of employees.
−Create an adapt between workers and current and future jobs.
 −Giving employees a new way of looking and thinking at work and being
the basis for promoting their creativity.
1.4 Factors influencing training and development of human resources
1.41 External factors
-Economic factors: Economic factors have a leading role and have an
impact on businesses. Depending on the state of development: growth,
stability, deterioration, enterprises choose the strategy of digging in and
developing. The targets of growth and inflation always affect the operation of
the unit and affect the management of human resources in that enterprise. The
economic situation of the country changes, requires businesses to make
adjustments to their business plans and strategies leading to changes in human
resource management strategies and policies. The trend of economic
globalization in the world has created many opportunities to receive advanced
technology and open up large markets, but also create big challenges,
competitive pressure from competitors both at home and abroad that businesses
will be difficult to overcome without preparation.
The influence of economic factors includes:
−Interest rate: Affects the demand for corporate products, determines the
cost of capital.
−Economic growth rate: impact on the economy in two directions:
increasing the income of the population class to increase affordability and the
ability to increase output and items has increased business efficiency.
- Political environment factor: Our country has a stable political and
defense security to ensure favorable conditions for economic activities
including the hospitality industry to develop, creating more and more jobs and
stable incomes for workers. In order to meet the increasing job, workers need
to regularly improve their level. In order to realize this problem, the Party and
the State have introduced policies to create favorable conditions for hotels to
well implement the training and retraining of human resources.
- Customer factor: Customers are people from many different countries,
many different cultures that also mean different levels, professions, age,
gender, .. Besides, the needs of customers often change so the hotel must grasp
the change to always satisfy all customers.
- Competitive factor: Competitors have a very strong impact on business
activities. Currently on the market more and more hotels are built to serve the
needs of all customers. That makes competition in the hotel business a more
stressful new phase. An advantage to help businesses compete is to promote
human resources well, it greatly affects the long-term training strategy and
policies of the business.
- Socio-cultural environmental factors: Each country in the world has a
distinct culture and cultural characteristics of each country that affect people's
thinking and actions in the socio-economic life of that country. Workers in the
industry are also very diverse so the demographic and sociology factors of
employees are also very complex such as psychological state, emotional,
qualifications, age, gender, different customs. These factors have a profound
effect on the market structure as well as the business environment of the
business. Therefore, in training and developing human resources, special
attention is given to cultural and social factors.
- Level of competition in the market: In the market economy, managers are
not only competitive in terms of products but also competitive in personnel.
Human beings are at the core of governance.
1.4.2 Factors inside the business
 Size and organizational structure of the business:
The larger the size of the business, the more complex and vice versa the
training of the business.
The simpler the organizational structure, the quicker, easier and compact
the decision-making.
The current workforce of the enterprise affects the selection of scale and
form of training.
Employee's level: the higher the level of workers, the appropriate training
programs will be available
 Labour structure by age and gender
 In terms of working age: Depending on the age of work, the level of
training is large or less
Gender also affects training needs: usually a business has a higher
proportion of women than men, the demand for training will be low and vice
versa if the proportion of women is lower than men, the demand for training
will be higher.
1.5 Training needs
There is a fact in the human resources at the hotel today that there is a
severe shortage of experienced, professional, well-trained tourism personnel in
dance, skills and have a solid knowledge base as well as poor language skills,
thus leading to a shortage of high-quality human resources and international
standards.
Before training it is necessary to identify a number of factors. Considering
what business you need to train in? How much does it cost to train? What is the
form of training for efficiency? Who is trained? ... specifically as follows:
Methods for identifying training needs
- Calculation method: Based on the total waste of technical labor time
required, labor time of product type and labor time fund
- Practical observation method: observe workers in the workplace to see the
quality, speed, skills ... thereby seeing that workers are weak in their skills to
conduct training accordingly
- Interview survey method: design a questionnoque based on a work
analysis to determine what skills workers lack to conduct additional training for
them.
Identify training objectives: to recognize the change of the organization in
advance and respond appropriately to that change.
Selection of training subjects
- Those who are sent for training are employees including full-time union
officials who are part of the employer's planning
- The training subjects of the unit are selected based on the needs of the
organization, aspirations, motivations, learning ability of employees
 Program development and selection of training methods
First of all, to develop the training program, it is necessary to consider
analyzing the workers to see what skills they lack to implement the program to
compensate accordingly, and based on the cost of training to choose the right
method.
1.6 Methods of training and developing human resources
−Class methods
Widely used in the workplace, a trainer will guide a group of employees.
−Method of listening and vision training
Students do not need to attend classes, can study in their spare time, and
learn at their own pace. materials for the course include exercise books, DVDs
or the internet, which can review the material as needed.
Computer-Based Training (CBT).
Web-Based Training (WBT): is a form of training using web technology.
Learning content, course management information, information about the
learning is stored on the server, and users can be easily accessed through a Web
browser.
E-learning is a form of distance learning and training based on modern
technology devices and with an Internet connection. 
- On-the-job training.
It is a form of direct training in the workplace in which students will
directly learn the necessary knowledge and skills through the practice of
performing work under the direct guidance of more skilled workers.
The in-work training method group includes the following methods:
Ä Sym folders: often applied to train the skills necessary for workers who
have just started work or for managers whose jobs can be hoanged.
Ä Rotation: is the form of placement of employees in charge of different
tasks in one workflow. Training in this way allows employees the
opportunity to learn, gain experience and gain deeper understanding of the
organizational structure of the unit.
Ä Symam: usually a way of training managers. This is an opportunity for new
employees, especially new students, to understand the reality of work and
thereby accumulate work experience skills.
- Simulation training
It is a form of training using the same model as reality, using computer
technology or using 3-dimensional technology to make it easier for students to
visualize and understand the work.
 Behavior modeling
Behavior in special situations is arranged, described, designed as a play
available for students to practice processing. The behaviors will be rehearsed
until they are proficient.
 Experience training
Through training programs, participants learn by simulating behavior,
analyzing activities and connecting with real-life situations.
 Team training
Ä Cross – Training: the trained person will learn the skills of others and do
the work of others, in different working environments.
Ä Coordination Training: this program helps employees share information
and get the best consensus.
Ä Team leader training: training the skills necessary to lead the team
1.7 Concepts and role of human resources in hotels
Concept: Hotel human resources is a collection of staff working at the
hotel, contributing strength and wisdom to create quality products and services,
achieve the goals of revenue and profit for the hotel. Human resources in the
hotel business is the most important factor to focus on for hotels to survive and
business effectively in the current competitive environment.
Role: Human resources play a key role in the service industry, which is the
decisive factor in the success of the business. As a force of direct contact with
customers during the process of guests staying and experiencing, participating
in the process of creating and providing services to customers. The attitude and
feel of customers depends not only on the quality of products and services, but
also on the staff in the hotel. Each employee in the hotel is the bridge of the
business with customers, bringing services through their own professional
skills after training, learning, accumuling.
Human resources play a major role in generating profits for hotels. Thanks
to their excellent service to customers, the new hotel business achieved certain
success. Therefore, the role of people in the hotel becomes more important.
This resource is not only a constituent factor but also the core resource of each
hotel business unit.
1.8 The necessity of improving the quality of restaurant department
human resources in hotels
-Visitors to the hotel not only for the purpose of using the accommodation
service here but also many other services, in which food service accounts for a
large part. Therefore, in order for customers to have an absolute experience, not
only must ensure the quality of food but also the style and attitude of service
also plays an important part in deciding the attitude of guests towards the hotel.
The quality of the staff is also the quality of the hotel. An efficient workforce is
the deciding factor in the success of the hotel. Improving the quality of human
resources in the restaurant department is essential.
-A professional staff will know how to grasp the problem and handle it
promptly when a problem arises suddenly.
-Grasping customer psychology, good communication skills will easily
understand the needs of customers and respond in the best way.
-Know how to work in a team and coordinate with relevant departments to
get the job done, create quality products to serve customers
 CHAPTER 2: THE STATUS OF NINETEEN RESTAURANT
DEPARTMENT IN CARAVELLE HOTEL.

2.1 Overview of Caravelle Hotel.

Room number: 335

Phone: (84-8) 3823 4999

Fax: (84-8) 3824 3999

Email: hotel@Caravelle Saigon.vnn.vn

Website: http://www.caravellehotel.com/

Address: 19 Lam Son Park, District 1, Ho Chi Minh City

2.1.1 History of formation and development.

The caravelle hotel is the top 5 star hotel located right in the center of
business, shopping, ho chi minh city entertainment trade. The tan son nhat
airport is 8 km from the road, which is the perfect place and has a beautiful
spot for tourists when it comes to the city.

The caravelle route opened at the end of december 1959 and has won the
advantage in the city' s center with the modern architecture of modern and
luxurious french facilities. In 1975, when the south was completely liberated,
the hotel changed its name to an independent hotel. In 1990, the hotel
suspended its operation to build new buildings 24 stories and resumed in 1998.
The hotel was mentioned in many years of war and cinematographic works and
famous literature.

The price of dao from 220 - 1200 dollars a night, saigon bar is a place for
the lưu customers in both domestic and foreign players with music bands. In
the lower floor, the restaurant' s restaurant has a lot of famous people who
came here with a diverse buffet of high - end foods and the most modern
landscape.

For years, the caravelle hotel has received a lot of awards:

 − “The asean green hotel 2010 - 2011”, vietnam tourism association – the
secretariat of the southeast asian country association in 2010.

− “The hotel attached to the city' s history, famous for delicious food and
special music events produced by the guide magazine in 2009

− “The best hotel in viet nam in 2007 was awarded in 2008 by the vietnam
tourism association

− “The green hotel of southeast asia - 2008” due to the secretariat of the
southeast asian association

General
− “Foreign invested hotels effectively nhất”, saigon times in 2004 and 2007
2007 Manager
− “100 most luxurious hotels in the world - 2006”, you read robb report
magazine.
Executive
Secretary
− "The hotel is the best event in the region of the á” region due to the world
association ( worldhotels) binh selected ).

FrontAlthough
Housekthe core value F&B
Human
Security Recreation
Sales Account
of caravelle saigon Resources
is the history Engineer
of the hotel, the
Office eeping
room of the hotel is still ensuring modernity and luxury, contributing to turning
caravelle into the ideal end of your story in one of the most fascinating cities in
the world.

2. 1. 2 organizational structure of the hotel.

Hotel manager caravelle saigon is mr. john gardner, who has experienced
management experience over the years. Caravelle saigon has more than 500
official employees who have not yet included cl employees working in other
parts.

 Organization diagram
 Functions and tasks

−General Manager- Board of Directors: work planning, rules and

regulations to achieve the set objectives, urge the inspection, direct the
departments, closely coordinate between departments and solve daily
administrative tasks.

−Front Office - Lobby: is the face of the hotel, welcomes guests, solves
problems and coordinates with room departments and room service in the pick-
up and departure of guests.

−Housekeeping : generates the main revenue for the hotel, ensures clean
facilities for rest and provides the necessary services for guests.

−Sales & Marketing: business forms of introduction, advertising,

conference service provision, trade promotion, foreign affairs,... decide on
prices and contracts with travel companies, plan business strategies, forecast
the market on prices.

−F&B- Cuisine: provide food for guests, parties, conferences on

request. Study the dining needs of guests, regularly check food safety and be
responsible for the areas involved.

−Account - finance: monitor all financial activities of the hotel, control

income and purchase, set up bank accounts, analyze treasury issues, collect
expenditures,...

−Human Resources : management of training, employee retraining,

recruitment, employee evaluation, human resource remuneration, salary
regime, insurance, benefits to improve employer efficiency.
 −Security: ensuring security, order and life safety for guests and staff in
the hotel, monitoring equipment in the hotel, fire protection and asset
protection.

−Engineer- Engineering: repair and maintenance of equipment in the

hotel, carry out regular maintenance programs for timely processing.

−Recreation: provide services and meet the diverse needs to satisfy the
needs of guests at the hotel.

2. 1. 3 Organization of the restaurant department.

The nineteen restaurant is located on the ground floor of the 5 star caravelle
hotel designed in modern style and luxury.
 .

Restaurant
Manager

Assistant
Manager

Shift Leader

Bartender Receptionist

Waiter Waitress

−Restaurant management: monitor personnel, propose recruitment,

interviews, staff assessment, training, training, and staff evaluation.

−Assistant: help the restaurant manager to arrange work, division of tasks,

direct training of employees, have the right to reward them.

−Captain: monitor and inspect the work stages, help employees when
having problems, support assistant inspection assistant status in the restaurant.

−Bartender: direct request and drink drinks for guests, manager in the
beverage store, prepare alcohol and drink for guests.
 -Hotess: get table, arrange tables and host guests, check customers'
information, notes and announce basic information on daily basis to employees
in the restaurant.

-The waiter: clean the dishes, plates, cups, separate guests used, clean and
arrange dishes, plates, support for preparation of some beverages.

-Waitress: direct service to guests, prepare all the supplies before guests
arrive.

2.2 Evaluation of the status quo of staff in caravelle hotel. 

2. 2. 1. The tourism sector in the period of covid 19. 

- tourism is one of the most influential areas of the economy when the
covid - 19 epidemic occurs. The results of survey conducted by the consultative
council and the private development research committee (ban iv - belonging to
the chairman' s administrative reform advisory council in the process of
conducting 394 surveys in the mid - april have shown substantial damage to the
enterprise and direct effects on the workers. 
 - Mr. Hoang Nhan Chinh, head of secretary of the tab secretariat, said that
the 394 business survey program and tourism sector, including 51% business,
are the company of travel, 15%, and 14%. 92% enterprises are small and
medium enterprises with fewer than 100 employees. 

Among the responses received, 71% said their revenue in the first quarter
of 2020 fell more than 30% compared with the same period of 2019, 77%
expects the second quarter revenue to fall more than 80% from the same period
last year.

- After the first covid - 19, tourism sector has spent more than two months
in may to mid - october with a sharp start due to programme - based stimulus
campaigns, " the vietnamese tourism sector, " sports, and tourism.

However, the joy has not been long, tourism is facing difficulties, a crisis
when new outbreaks appear. Tens of thousands of tours with millions of
tourists continuously cancel their tour, making the businesses travel again.

To the end of august 2020, the cancellation rate of hotels is 98 - 100%. The
canceled tour in hanoi is 32, 000 tours, hcm city is 35, 000 tours and many
tourism companies have to deal with cancellations, postpone tour until the end
of the year. ( according to nguyen quy phuong - director of the department of
tourism department

- According to the executive vice president of vietnam' s tourism

association - vu vu thân, in the " vietnamese travel vietnamese " stimulus,
businesses, hotels and hotels have lowered their services to attract customers.
The tourism industry has a good start, but it' s just a start and nurture the
machine, not in time.

- Tourism is a comprehensive economic sector, related to many other

industries, such as transportation, accommodation,..., services, so the impact of
translating - 19 makes revenue all of these industries fall.
Ÿ Estimated revenue from accommodation and catering services in the first
quarter of 2020 reached 126.2 trillion VND, accounting for 10.1% of the
total amount and down 9.6% over the same period last year (an increase of
11 , 3%). Due to the influence of the Covid-19 epidemic, many restaurant
and hotel establishments did not operate, leading to a decline in revenue in
localities, of which Khanh Hoa decreased by 38.2%; TP. Ho Chi Minh City
decreased by 30.3%; Da Nang down 23.7%; Thanh Hoa decreased by
20.4%; Hanoi decreased by 20.2%; Can Tho decreased 17%; Lam Dong
decreased by 16.8%; Quang Binh decreased 14.5%; Quang Ninh decreased
by 12.4%; Hai Phong decreased by 8.9%.
Ÿ Travel tourism revenue in the first quarter was estimated at 7.8 trillion
dong, accounting for 0.6% of the total and down 27.8% over the same
period last year (up 13.2% in the same period in 2019). The reason is that
many tourist attractions have to stop working, a large number of domestic
and international tourists have canceled tours due to concerns about
epidemics. Some localities with a decrease in tourism revenue in the first
quarter against the same period last year include: Thanh Hoa, a decrease of
49.9%; Ba Ria - Vung Tau down 48.3%; Quang Ninh decreased 47.1%;
Khanh Hoa decreased by 43.9%; TP. Ho Chi Minh City decreased by
39.9%; Binh Dinh decreased by 24.4%; Da Nang down 19.5%; Hanoi
decreased by 18.7%; Hai Phong down 14.9%.
Ÿ Passenger transport in March 2020 was estimated at 334.4 million
passengers - down 8.8% from the previous month, and transported 14.8
billion passengers.kilometers (Hk.Km) - down 15 ,first%. Generally in the
first quarter of 2020, passenger transport reached 1,190.7 million
passengers - a decrease of 6.1% over the same period last year (up 10.8%
in the same period in 2019), and rotation 55.9 billion passengers-kilometers
- down 8% (up 10% in the same period last year). In which, domestic
transport reached 1,187.7 million passengers - down 6.1% and 46.4 billion
passengers-kilometers - down 3.5%; foreign transport reached 3 million
passengers - down 30.3% and 9.6 billion passengers-km - down 24.9%.
Ÿ According to the Transport sector, all sugar industries are affected by a
sharp decrease in the travel demand of the people, road passenger transport
in the first quarter reached 1,128.3 million passengers - a decrease of 6.3%
compared to that of same period last year, and 38.5 billion passengers-
kilometers - down 7.2%; inland waterways 47.7 million arrivals - down
1.3%, and 1.1 billion passengers-km - down 0.4%; sea way 1.3 million
passengers - down 23.2%, and 109.4 million passengers-km - down 5.8%;
railway reached 1.5 million passengers - down 27.8%, and 0.7 billion
passengers-kilometers - down 23.8%. Aviation is the industry most
significantly affected by the Covid-19 epidemic when airlines have to
suspend international flights, air transport in the first quarter of this year
reached 11.9 million passengers - down 8%, and 15.6 billion passengers-
kilometers - down 9.5% (only in March 2020, transportation down 28.8%
and rotation by 35.9%).

In tourist cities such as Nha Trang, Ho Chi Minh City and Da Nang, many
hotel systems have recorded more and more guests canceling rooms.

− Generally in the first quarter of 2020, international visitors to Vietnam

were estimated at 3,686.8 thousand arrivals, down 18.1% over the same period
last year, of which arrivals by air reached 2,991.6 thousand arrivals. people -
accounting for 81.1% of international visitors to Vietnam, down 14.9%; by
road reached 551.1 thousand turns of people - accounting for 15% and down
39.4%; by sea reached 144.1 thousand turns of people - accounting for 3.9%
and up 92.1%.

−In the first 3 months of the year, visitors from Asia reached 2,674.4
thousand arrivals - accounting for 72.5% of the total number of international
visitors to Vietnam, down 21.1% over the same period last year. In which,
visitors from most major markets dropped sharply: China reached 871.8
thousand arrivals - down 31.9% over the same period last year; South Korea:
819.1 thousand arrivals - down 26.1%; Japan: 200.3 thousand arrivals - down
14.1%; Taiwan: 192.2 thousand arrivals - down 7.2%; Malaysia: 116.2
thousand arrivals - down 19.1%. Besides, a number of countries and regions
where the number of visitors to Vietnam still increased in the first quarter such
as Thailand: 125.7 thousand arrivals - up 0.9% over the same period last year;
Cambodia reached 120.4 thousand turns of people - up 254.3%; Laos reached
36.8 thousand turns of people - an increase of 38.5%.

−China is the largest source tourist market for Vietnamese tourism. Data
from the General Statistics Office shows that in 2019, Vietnam welcomes 18
million international visitors, Chinese visitors more than 5.8 million,
accounting for 32%. “Nha Trang - Khanh Hoa is expected to be most severely
affected by the largest proportion of Chinese visitors, accounting for 70% of
total international visitors in 2019,” said Savills.

−Large cities like Hanoi and Ho Chi Minh City will be affected by delaying
or canceling meetings and conferences to prevent the spread of disease, leading
to a decrease in the number of MICE visitors and business visitors. According
to a survey by Savills hotels have been receiving a large number of cancellation
requests in the past few weeks not only from groups of guests, business guests
but also from individual customers.

Due to complicated developments, the impact of the Covid 19 epidemic not

only directly affects the number of tourists, but also the accommodation
facilities. Operating capacity of accommodation facilities in this period is only
20-30% compared to the same period last year. The number of guests who
cancel rooms at hotels in Hanoi is more than 80,613, the number of days of
cancellation is about 57,652 days.

− Hotels across the provinces and cities nationwide will be closed at least
until April 30, such as: Silk Queen system, OHG system owns 4 * & 5 * hotels
such as Oriental Suites Hotel & Spa, O'Gallery Premier Hotel & Spa, O'Gallery
Majestic Hotel & Spa or Thien Minh Group with a luxury 5 * Victoria hotel &
boat chain, ... This makes the human resources of the tourism industry lose
their jobs. Companies, hotels and restaurants have to cut staff by 60%,
respectively. For multinational companies it is even reduced by 4 out of 5 the
number of employees. At least until the end of June 2020, more than 80% of
human resources are unemployed. If the situation is more difficult, the
unemployment situation will probably last longer.

Many hotels in the old town have to rent space to operate, so operating costs
are high, this time is forced to close to minimize losses.
 Not only hotels but also 80% of souvenir shops here are closed to reduce
operating costs.

The head of the home department of a subsidiary of the hanoi tourist

corporation (hanoitourist) said, if you normally have to ensure 22 days of a
month, even a weekend shift to schedule tours, summer lines. Now, i' ve been
working for nine days.

- In asia, the covid - 19 epidemic is still complicated. Meanwhile,

indonesia has the number of sars - cov - 2 most of southeast asia ; cases of
relapse in south korea and singapore.

Capital economics research corp. recognizes: " in countries that suffer from
many influences of the epidemic, GDP can fall 1. 5 % to 2%”.

Meanwhile, the japanese hotel industry has begun " taste loss when the
hotel jozankei (Hokkaido, Japan) has been canceled 250 applications from
china' s travel tourism companies, rihga royal (Osaka) hotel, which has also
been cancelled 144 applications from chinese visitors.

Without chinese tourists, the retail sector is also vulnerable. According to

yodobashi camera, an electric device retailer in japan, " the number of
customers is equal to 70% compared with the same period of last year”. The
company serves chinese customer segments and concerns about sales decline.

2. 2. 2 Actual hotel conditions during the period of covid 19.

- According to the latest report on jones lang' s hotel investment (jll) (jll),
due to the của covid - 19 impact, the border shutdown measures and the
alignment of air routes made bulk hotels in asia' s area of low occupancy. Many
lam vào in cash crisis when revenue plummeted. This makes the owners a
different legal tìm giải to increase the flow of money to offset the fee.

Mr. Adam bury, director of the jll hotel and investment division, said that
business activity was forced to find the short - term capital mobilization plan
from rich financial partners.

- In asia, some hotels still have the capacity to demand thanks to the work
of a place to prevent anti - epidemic support. However, there are also hotel
owners who owe loans to investment, very difficult to fulfill financial
obligations for loans. Many hotels and lenders are trying to minimize default.

A hotel in the south korean district in district 7, hcm city stopped from
March 19. Photo: Nguyen Nam.
 - 2020 forecast declines in tourists, leading to a severe decline in the
capacity of the hotel in the hotel market. In addition, the risk of global
economic degradation will negatively affect the market.

Mr. Robert Mcintosh, ceo of cbre hotels asia pacific, commented: “when
the market' s short - term operation is reduced to record lows, while there is no
uncertainty about how long it takes for the market to be fully restored, the
expectations of hotel prices will decline. The hotels are expected to be more
dependent on international tourist segments will be heavily affected than hotels
with a strong source of corporate travelers ”.

- Covid has made the economy not only in Viet Nam but in the world,
especially the hotel. The guest source in viet nam fell a lot ( 32% total number
of quốc) total customers. According to the hanoi tourism department' s
estimates, the number of tourists in the first two months of the year was around
3. 56 million, down from the same period in 2019, including international
visitors only 844, 000. In february, tourists arrived in hanoi only over 1. 3
million, down 45. 5%. As of march 2, nearly 20, 000 international visitors,
more than 19, 000 domestic visitors canceled their tour to the capital for fear of
bệnh covid - 19, estimated damage to dong. Many hotels make a sharp discount
on 50 - 60%, running many đãi… to hold past the season but the general
situation remains unchanged.
 A series of high - end hotels at dong tram street hang the sea, “while”,
“goes down to 50%”, “super - cheap pricc” because no visitors from covid - 19.

The Sheraton Hotel is not much better. Hotels with nearly 500 rooms are
experiencing a difficult period when international travelers fall.

The 4-star hotel Edenstar size 128 on bui thi xuan street, district 1 is
closing. This is a lot of middle - class hotels from 2 - 4 stars.
 - Da Nang is a tourism city that welcomes large numbers of international
visitors from south korea and china, two countries hot spots about epidemic.
The statistics of the da nang tourism department, the total visitor in the first
quarter of the first quarter of 2020 only estimated 1. 3 million, down 31. 2%
from the same period last year to the loss of its own revenue, travel,
transportation estimated to more than vnd 700 billion.

The tourism association of da nang said that only by current time, the
industry has over 23, 000 of the total number of thirty - five thousand of 800
tourist businesses lost temporarily. There are more than 18, 000 (services,
transport), 1,000 travel workers and 4, 000 tour guides.

Da Lat rarely picks visitors from China, South Korea, Japan or Europe
should be considered a safe destination compared to other localities. Even
though there is no record of any disease, the Da Lat tourism sector also shows
the negative effects of ncov during the last two months. Many hotels said that
when there is no epidemic, the capacity of room is about 80%, but currently
only about 20 - 30%, tourists are absent. Statistics from the department of
culture, sports and tourism in lam dong province, which is currently up to 28,
000 nights of room canceled. Some hotels have had to drop 30 - 50% prices to
attract customers but still have not seen possible.

Most hotels in HCM city have recorded dismal business results in the
epidemic. The HCM city average price was 110. 3 usd in the first quarter -
2020, down 12. 7% compared with the same period of 2019 and room capacity
at 42. 0%, down 28. 4 percentage points from the same period

The hotel sector is the first affected by covid - 19 and is expected to take a
lot of time to recover. This state occurs in most countries around the world.
Vietnam has controlled the epidemic better than other countries, evidence that
has allowed reopened hotels in recent days. In fact, tourism, the hotel has a
relatively slow recovery rate and hotel owners can' t shape the situation in the
coming time.
2.2.3 The status of Nineteen restaurant staff in the COVID 19-era Caravelle
Hotel.

Saigon' s five - star hotel is no longer as magnificent as it is when the lights

in many rooms are not open. The hotel at least makes the restaurant part of the
hotel dull.

It' s hard to tell the people of the restaurant. In this very difficult situation,
the personnel of most hotels not only have to trim the staff, reduce the day.
Skilled employees, experienced years of work, looking for other jobs. The risk
of being controlled is well - controlled and the tourism sector restores sufficient
resources to meet.

It' s not yet difficult for the caravelle hotel to have another problem, the
employee attitude to customers when guests arrive at restaurants to enjoy. Due
to the lack of professional practices in the manner of a hotel employee that has
caused a social debate over a specific period of time, a visitor to the restaurant
to enjoy the buffet and is not satisfied with the taste of the food, has been a bit
of an understatement for the customer to do so, however, the hotel' s staff will
be increasingly khó. Along with the non - professional media crisis from
caravelle' s management board has affected the hotel' s reputation at least.
2. 2. 4. The actual training of nineteen' s human resources in the covid sạn
hotel.

The structure of labor management in restaurants is established in the

online relationship from top to bottom and functional relations between parts.
The restaurant is divided into two parts: table parts, bar and kitchen parts. Each
department has the responsibility to manage and organize the work for its staff.
In each department, staff have communication and mutual support. This is the
most logical structure to manage and use and promote the most human
resources.

Labor department is divided into three main shifts:

− From 6: 00 to 14: 00.

− From 14 to 23 hours.

− From 8: 00 to 16: 00.

With such distribution, it will serve the guests the best way to eat at the
restaurant.

The staff served at the young and dynamic restaurant, always giving a full -
bodied air and having fun enjoying food. They also have the ability to absorb
knowledge and acumen, facilitating the performance of restaurants.
 - The process of delivering and serving food in the tray, serving guests
always smile, always listening to customer opinions and serving timely food in
order. 
- Professional chef, many experiences are always trained to improve
workmanship. 
- The restaurant that has a human resources and training has not yet been
high, without formal training for employees, the service process is also flawed. 
- The restaurant is invested in equipment but it is not enough, the main
equipment has been used long, unable to meet the needs of the customer. 
- The restaurant has few good foreign language staff, even employees who
ask them not to understand. The person who has a great english capacity is the
high level, most foreigners are due to manage or serve the service. 
- Sewed up management and arranged a job, but still not synchronizing, on
the days of winter, the number of employees is not enough. 
- The work of inspection and evaluation of professional quality for
employees is still not yet carried out regularly and remains ignored in
supervising employees. The management of the criteria for the assessment of
material bases has not yet been concerned so the addition of the sung is delayed
 In this absence, this is also a good time to improve the quality of the entire
hotel. Especially after the xùm of the restaurant department, training and
improving the quality of staff is essential.
At the time of the free time during the season, Caravelle has organized
short - term training courses, improving the professional skills, improving the
foreign language level. It can improve the resources behind and be ready to
pick up the guests best.
 CHAPTER 3: SOME SOLUTIONS AND RECOMMENDATIONS
IN THE NEAR FUTURE AT NINETEEN RESTAURANT
DEPARTMENT IN CARAVELLE HOTEL.

3.1 Solution

3.1.1 Improving professional capacity of staff

Staff at the restaurant in the Caravelle hotel need to be improved language

skills in parallel that need to train staff soft skills.

- Improve the language level and communication ability of employees:

Managers should organize English training classes for restaurant staff.
Coaching guest communication for restaurant staff is extremely important, as
most of their working time is in contact with customers. Managers cannot
directly monitor, or check hundreds of contact between staff and guests that
take place every day. Therefore, managers have to trust the staff that they will
do the right thing so the restaurant needs a training class to create customer
satisfaction.

-Managers need to set clear and fair working rules to facilitate employees
to develop their ability to work as well as put them in the framework to avoid
unfortunate situations.

- Train their employees to solve complaints quickly and reasonablely, make

specific situations then encourage the ability to solve problems independently
and creatively of employees. Good handling of guest complaints is very
important for the restaurant.

- Professional qualifications of employees. Serving alone is not enough, but

the staff must have an understanding of the product, able to provide customers
with information about the product such as how to prepare the dish, how to
prepare the ingredients. So that customers have more information about that
product. Depending on whether each guest is allergic or not suitable for
ingredients, spices in the dish.

- Service attitude of staff: Customers always want to be welcome, respect

attention when coming to the restaurant. Therefore, in order for customers to
always feel satisfied when coming to the restaurant, managers need to pay
special attention to the service attitude, regularly remind and comment for
employees if they have a bad service attitude to help employees always be
ready to serve whenever they are always happy , enthusiasm.

3.1.2 Investment in improvement of technical facilities in restaurants

It can be said that technical facilities are a prerequisite for luxury, honoring
the exquisite beauty as well as syncy and aesthetics for the restaurant. Thereby
expressing style and conveying the message to customers

The restaurant should invest and improve the entire lighting system because
the use is old, the light is low, so it is necessary to replace the luxurious yellow
light bulbs, expressing the class and professionalism of the restaurant. At the
same time, the lighting system also needs to be regularly inspected by technical
staff, maintenance to ensure the best lighting system, detecting bulbs that are
not light enough or damaged to replace, ensuring the best lighting quality.

The restaurant's sound system also needs to be cared for and upgraded,
bringing the best quality to customers. The speaker system has been degraded,
damaged and the sound quality is not uniform, the sound is unknown. Because
things need to focus on investment, improvement as well as removal and
replacement of old equipment, and technical and maintenance departments also
regularly check to limit the incidents and risks during the service of the
restaurant.

The restaurant needs to invest in some new tables and chairs because the
long-term use is no longer as good as before, the table is broken, the chair is
broken or the mouse cushion is damaged. Upholstery fabrics, tablecills, napalm
have been stained with yellow, smell that tear, so need to be replaced to ensure
the quality of the birth pad for customers as well as show the luxury of the
restaurant.

Renovate the ventilation system, suck the smell in the kitchen department
so that the smoke does not spread outside the other area as well as the
restaurant, the smell of food does not fly to the banquet room while serving
guests.

The restaurant needs to equip anti-slip mats in the travel area between the
banquet room and kitchen department because this is a very slippery area
affecting the staff so to create safety for employees need to equip more, thereby
speeding up customer service, giving customers a more satisfied feeling of
service

3.1.3 Improving human management

Regularly inspect and supervise the service process of employees. Most of

the service staff are on-season labor, they only learn short-term business so
service skills are unscym professional, not guaranteed, employees often ignore
some of the restaurant's service processes. Because of this, the restaurant lacks
professionalism. The Restaurant Board of Directors should:

−Establish a specific service process, clearly show the full service process
and inform the candidates to enter the restaurant, the staff are working in the
restaurant so that they can read and master, always follow the procedure that
the restaurant put in place, if the violation will be disciplined.

−Managers in the restaurant, regularly supervise all their employees,

actively move in the banquet room, between the banquet area and in the
logistics area to easily inspect the staff, ensure they follow the work table,
remind in case of shortcomings so that the service process is smooth and
effective.
 −The process of cleaning, set-up, sharing food of employees should also be
closely monitored, controlled management to ensure the right principles and
techniques, in addition to reminding, supporting employees to solve difficulties
and handle mistakes rigorously so that the table service process is ensured.

−Assigning work, assigning proactive rights to employees. This must

assign the right person, the right job, when the employee has the right to be
proactive in the work, to solve the assigned tasks within the authorized powers
of the employee, under the supervision of the manager.

−Encourage, motivate and motivate employees to play an important role in

the psychological impact of employees. If done well, the staff will try to
perform very well the assigned work, bringing high efficiency in the work.

−Instruct employees how to get the job done as quickly as possible,

modeling for employees, thus bringing greater efficiency instead of just testing
and discipline.

−Create conditions for employees to rotate shifts so that they can

experience work, contribute to gain experience and practice dynamics at work,
flexibly handle situations. Between employees and employees need to support
and help each other to complete the assigned work.

−It is recommended to arrange more personnel on peak days, so that the

service process takes place properly and quickly, ensuring the quality of
customer service, bringing satisfaction to customers in the best way.

3.1.4 The quality management of restaurant services.

-Service quality is understood to be the result of customer comparisons,

created between their expectations of that service and how they feel when using
it. From a consumer perspective, it is the level of customer satisfaction when
using the service at the restaurant. The quality of the restaurant's service is only
measured and evaluated accurately by the feeling of consumers directly using
the restaurant's products.

 Understanding the needs of customers

Learn the real expectations or needs of customers to help the restaurant

consolidate operations and provide good quality service for its customers, in
order to achieve the highest efficiency.

 Establishing service quality standards

In all service industries, especially in the field of Hospitality, setting service

quality standards is necessary.

 Build a team of well-serviced staff

The human factor in the restaurant business plays a very important role
because these people directly affect the feeling of customers in the process of
consuming their services. Therefore, managers need to encourage as well as
have appropriate incentives for employees to be more motivated, work together
to provide better services.

 Regular inspection of the service provision process

It is necessary to check regularly the process of providing services to

ensure that the business is serving customers well. At this stage, the manager
can practically control his services to quickly fix or raise the restaurant's
service standards. In addition, managers should also encourage employees to
provide the best service to customers.

 Resolving customer complaints

Customers will judge the restaurant's service well or not well, when their
complaints are resolved quickly and fairly. Customers like to be solved as soon
as they have the first problems, like to be treated politely, and be cared for.
3.1.5 It is necessary to apply the policy of reward and inspection for
employees working in the restaurant department.

−As a manager, there must be a clear penalty regime, so not only is there a
consensus of rules among employees, when making mistakes, based on the pre-
agreed rules and apply reasonable legal forms for each case.

−In addition to the implementation of legal forms, there should also be

reward regimes for individuals and organizations that contribute a lot to the
restaurant, as well as to complete their work well. Thus, it will create
motivation for employees willing to devote their best to their work, improve
work efficiency, increase profit revenue for restaurants and hotels.

−Every month, the hotel restaurant needs to have capacity tests for its
employees, to properly assess the capacity of employees, who do not meet the
conditions that the management should pay attention to, observe more to
improve the capacity of their employees, and employees who successfully
complete the capacity assessment need to enthusiastically guide , create
conditions for employees to develop their full capacity.

3.1.6 Learn the needs and satisfaction of customers to further improve the
quality of service.

−To find out the customer needs as well as the level of customers for hotel
restaurants, it is necessary to have a few small surveys with customers,
regularly ask customers if they have a delicious meal? Are guests travelers at
the hotel comfortable? There are complaints or dissatisfaction about
somewhere for staff and management to timely grasp the situation and find
ways to overcome and improve so that guests can enjoy the absolute
considerate service when staying at the hotel.

−With the attention to feel customers will not only improve the quality of
service of the restaurant but also give customers a sense of kindness,
considered as relatives, will make customers have a deep impression and their
hotel restaurant will be one of the first places that customers think of when
intending to return.

3.2 Petitions

-To improve the quality of service of the restaurant, it is necessary to

regularly check the quality of products, the quality of service of the staff,
regularly monitor and guide employees to make mistakes to overcome to serve
customers better.

-Regularly ask customers if customers are satisfied with the meal as well as
ask customers for comments on the unhappy points to find ways to overcome
improvements, so that when guests come back, guests will be more satisfied, as
well as satisfied with how the restaurant cares about the feeling of guests. This
will make a great impression on guests, bring revenue as well as restaurants
will be appreciated by customers and help the restaurant promote the brand.
 CONCLUSION

In recent years, Vietnam's tourism industry has grown strongly. Attract

many international friends to discover about culture, people, natural landscapes
and with that, food is indispensable. The closest place to food to you is at the
restaurants in the hotel you stay in, which is also considered the second most
important part after the room department in the hotel. In addition to many
restaurants that have enhanced the brand of their hotels, there are also some
places where the hotel is affected by the service of the staff in the restaurant as
recently as caravelle hotel has been complained by customers, complaints
because of the behavior of staff in the restaurant. Our team's essay clarified the
real situation and proposed solutions to improve the human resources of the
culinary department at Caravelle Hotel, explaining some concepts of hotels,
restaurants, training and human resource development, the need to improve the
quality of human resources in the culinary department small comments to
improve this department. Caravelle Hotel needs to improve professional skills,
attitude of employees to avoid personal feelings affect the work. Invest in
improving facilities so that the process of serving guests is done as best as
possible. Applying the policy of rewarding outstanding and disciplined
individuals, reminding the acts that affect the hotel restaurant collective.
REFERENCES