Assignment Front Sheet

Student name / FPT Roll Number Lecturer name

Le Nhu Y BH1702 Ho Thang Trieu

Date issued Draft Submitted on

No required

Assignment title HMO102: Introduction to Hospitality and Tourism Industry

In this assessment you will have opportunities to provide evidence against the following criteria.
Indicate the page numbers where the evidence can be found.

Assessme
Task Learning outcome In this assessment you are able to:
nt Criteria

Introduction about Hospitality and Tourism

The importance of 1.1 industry
customer
experience in the
Task 1.2 Explain the role of departments in the hotel
business of
1
hospitality and
tourism Analyse and recommend factors that help
1.3 customers become satisfied with hotel business

Be able to develop
Develop your plan for hospitality business
a plan for hospitality 2.1
business which
includes the
Task
operational
2
requirements of the
2.2 Design and operate your plan in more detail
business’
organizational
structure

Student declaration

I certify that the work submitted for this assignment is my own.

Student signature: Date:

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 Assignment Brief

Lecturer name Ho Thang Trieu

Date issued
Hand in deadline No required
Submitted on

Assignment title HMO102: Introduction to Hospitality and Tourism Industry

Case: (Task 1)
Currently, you are operating a 4-star hotel by yourself, called WH. After WH works for a while,
some departments have started to deteriorate, and improvements are needed. Not only that,
a number of important parts in the hotel also get problems in terms of personnel and work
processes. As follows:
Restaurant department: Furniture is old, and dishes are no longer loved by customers.
Besides, WH also receive complaints about the restaurant's space does not bring a cosy
atmosphere and customers are no longer wanting to eat there. In addition, your restaurant
only serves buffet type and customers are not satisfied with this.
Room department: The items in the room (blankets, sheets, towels, etc) were not changed in
time even though the customer had posted a warning sign outside the door (“Clean the
room”). Many rooms have a bad smell. The hotel mini bar often lacks items, but they still
appear in the checklist and it led to the consequence: your customers took a lot of time to
explain that they did not use the items in the Minibar which still charged in bill.
Receptionist department: The long check-in time makes many customers impatient and the
hotel service is not good on OTA channels. The staff at the reception also became quite
confused and did not know how to quickly solve the problem. Your hotel also does not provide
"Welcome Guest" service at the counter and guests are quite disappointed. On top of that,
you received feedback from your customer that "The light at the front desk is so dark and it
made me feel like I was walking into an abandoned building"
Choose one department that you are most confident in your ability to solve its problem
as well as give some recommendations to help your hotel business become stable and
grow again.

Task 2

You have been asked to develop a plan for a hospitality business (WH hotel) which includes
the operational requirements of the business’ organizational structure (with 3 departments in
task 1).

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HOW TO MAKE A PERFECT PRESENTATION
1. The assignment should have a cover page (You are free to design). Attach all the pages
of assignment brief/achievement summary with your report.

2. Ensure that authenticity declaration has been signed.

3. This is an individual assignment.

4. Content sheet with a list of all headings and page numbers.

5. A fully typed up professionally presented report document. Use 11-point Arial or Times
New Roman script.

6. Your assignment should be word-processed and should be in 1400 – 1500 words in

length. (Over 100 words = - 1 point) - Exhibits/appendices are outside this limit.

NOTES TO STUDENTS FOR SUBMISSION

 Check carefully the submission date and the instructions given with the assignment. Late
assignments may not be accepted.
 Ensure that you give yourself enough time to complete the assignment by the due date.
 Do not leave things such as printing to the last minute – excuses of this nature will not
be accepted for failure to hand-in the work on time.
 You must take responsibility for managing your own time effectively.
 If you are unable to hand in your assignment on time and have valid reasons such as
illness, you may apply (in writing) for an extension
 Take great care that if you use other people’s work or ideas in your assignment, you
properly reference them in your text and any bibliography.
 NOTE: If you are caught plagiarising, you will be automatically got 0 point.

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 HOSPITALITY AND TOURISM MANAGEMENT

INDIVIDUAL ASSIGNMENT

HMO102: INTRODUCTION TO HOSPITALITY AND TOURISM

MANAGEMENT

Student Number: DS170058

Student Name: Le Nhu Y
Submission Date:
Tutor: Mr. Ho Thang Trieu

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Table of Contents
1. The importance of customer experience in the business of hospitality and tourism
1
1.1 Introducing about Hospitality and Tourism industry 2
1.2 Explain the role of departments in the hotel 2
1.3 Analyze and recommend factors that help customers become satisfied with hotel business
2
2. Be able to develop a plan for hospitality business which includes the operational
requirements of the business’ organizational structure 3
2.1 Develop your plan for hospitality business 4
2.2 Design and operate your plan in more detail 4
3. Conclusions and Recommendations 5
4. Appendices 6

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 Introduction
In this assignment, I will explore the definition of the hospitality and tourism management. In
order to provide accurate information to help those who are looking to learn more about this
"smokeless" industry.
This assignment consists of 4 parts. Part 1 will be an overview of the hospitality and tourism
management, which will include the departments and positions in the hotel, besides will analyse
the essential factors to please guests. customers, giving them the best experience. Part 2 will
be the plan and direction of your dream hotel. Part 3 is the summary and assessment of the
industry. The last part will be the accompanying images and data.
Through this essay, we will have a clear understanding of the general definition of the industry,
as well as the departments and positions in the hotel. Know the operating process of each
department, and the factors that help develop the hotel in a better way.
This assignment will provide the necessary knowledge about hospitality and tourism
management. In addition, please apply and practice for positions and departments in the hotel
so that you can apply the knowledge you have learned, and make a plan for the future hotel you
want to understand to understand more about how a hotel works.

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1. The importance of customer experience in the business of hospitality and tourism
1.1. Introducing about Hospitality and Tourism industry
In English, this is often a term for "hospitality". The word hospitality is usually wont to sit
down with a warm greeting, special treatment, and look after a guest or stranger.
Almost mainly associated with services, food and beverage activities, resorts, and
entertainment.
Hospitality is a term used to generalize the services of restaurants and hotels. This
"smokeless" industry has existed for a very long time, specifically in the 80s it began to
develop and spread throughout Europe. Hospitality is a very diverse industry with many
departments and positions but is only divided into three main segments: Food &
Beverage, Accommodation, Travel & Tourism. Furthermore, it can be said that this is an
industry that contributes significantly to the economy of a country, plays a key role in
building and developing a more prosperous country. This is the only industry where
"invisible" products are brought to the forefront, a measure as well as very important in
providing the best experience for customers.

Tourism according to the dictionary is defined as the tourism industry. A type of

business specializing in providing a full range of services to travellers in terms of
transportation, tourist attractions, accommodation, and entertainment for a period not
exceeding 1 consecutive year. This is an extremely dynamic industry, requiring fierce
competition, requiring high adaptability because of the constantly changing needs of
customers. Satisfaction about the service quality experience is the focus of the growing
tourism industry. This is also considered one of the fastest-growing industries,
contributing a significant part of income to the budget of each country.

In the past year 2021, because of the influence of the Covid-19 pandemic, the tourism-
hotel industry has also been affected in no small part, suffering heavy losses in terms of
costs, the development of the industry, or possibly even worse. is said to be virtually
"frozen". But in 2022, the tourism-hotel industry is predicted to have more change,
putting on a new "busy" face. In general, at present, countries are gradually removing
restrictions on travel to create socio-economic balance, tourists gradually regain
confidence leading to the return and recovery of travel. In general, and the tourism
industry in particular after a very long period of pent-up due to Covid-19. According to
experts' predictions, the recovery of the "industry" before the impact of Covid-19 was
almost impossible, but in fact, there were more positive signs. Domestic tourism will
gradually increase from 2020 to 2021 and is predicted to increase further in 2022. The
number of people will not increase as quickly as before but will choose a place that is
not too crowded, prioritizing "real", "clean" and "healthy" tourism products. In which,
"real" means real trips, products of real value, "healthy" is beneficial to health and
"clean" is green, close to nature, products that apply green technology. Tourism trends
change, so travel agencies and businesses must also change to adapt to the new
situation. Along with that is promoting digital transformation so that localities and
businesses can promote the quality of products and services, as well as connect with

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 customers more easily. It can be seen that, after nearly 2 years of being restricted due
to the Covid-19 epidemic, people's travel needs still do not stop. Due to the impact of
the pandemic, travel is still done selectively.

1.2. Explain the role of departments in the hotel

By definition in the dictionary means hotel. This is a place that specializes in providing
accommodation services, with full facilities and catering services, conferences,
entertainment, and entertainment. The hotel is usually built on many floors, fully
equipped with amenities to meet the essential needs of customers during their stay.
With the desire to give customers the best service experience, most hotels are now
built-in tourist destinations, along with high-quality service.

Accommodation in the tourism industry is generally understood as a motel, hotel-an

establishment specializing in providing a variety of accommodation services for tourists
and passersby. Currently, with socio-economic development as well as people's living
standards are increasingly improved, the "accommodation" business model has also
been expanded and adapted to the changes of the modern era.

Currently, there are many types of hotels, and it is difficult to distinguish each type.
Therefore, according to research and understanding, experts have classified 3 types of
hotels are first, modern and innovative.
The first type of classification includes transit hotel, vacation hotel, and grand hotel.
Transit hotel is temporary accommodation for long-distance travelers, hardly providing
any other services. Vacation hotels were originated from the resort needs of the Roman
aristocracy after the battlefields, until now, the resort has become an essential need of
tourists. Grand hotels are large and luxurious hotels, with many high-class services.
Modern hotel classification is very diverse, including ownership form, location, customer
target, service standards, service form, number of rooms, and star class. In terms of
ownership, there are an independent hotel, chain hotel, franchise hotel, management
contract. Locations include city hotels, suburban hotels, airport hotels, beach hotels,
and resort hotel. Target customers include business hotels, conference hotels, casino
hotels, family hotels. Standard service includes economy/budget hotel, midscale
service, upscale/ luxury/world-class service. According to the form of service including
full board, half board, and bed & breakfast. According to the number of rooms including
less than 100 rooms, from 100-300 rooms, 300-1,000 rooms and over 1,000 rooms. By
star rating, distributed from 1-7 stars.
Besides, there are also new types of hotels including boutique hotels,
homestay/guesthouses, farm-stay, hostel, capsule hotels, boatel, and love hotels.

In hotel terminology, room division means the accommodation department or the guest
room division. "Room" means room, and "division" means division, subdivision. This is a
department specializing in providing full facilities and dedicated service to customers. At
large, high-class 4–5-star hotels, even surpassing 5 stars, there is a separate room
division, because then each department and employee will work towards specialization,

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then the room division will be separated. separate and divide the work in a clear
direction.

Room division plays a very important role in running a hotel smoothly. Room division is
the department that solves problems and questions of customers about accommodation
services, in order to bring the most comfortable and wonderful stay to customers.
Besides, this department acts as a bridge between guests and employees, making a
significant contribution to bringing profits and increasing revenue for the hotel.

Dining is an indispensable need when traveling, any tourist when traveling will want to
experience the best culinary service, and so the Food & Beverage department was
born. It can be said that this is an indispensable part of the hotel. Food & Beverage,
also abbreviated as F&B, means restaurant and beverage service. This is the
department that specializes in providing food and drinks to diners, including staff
working in hotels (especially 4–5-star hotels), and also provides accompanying services
such as organizing weddings, birthday parties, parties, ... at the request of customers.
Food & Beverage plays a significant role in the hotel, such as meeting the dining needs
and enhancing the customer experience, enhancing brand image, free marketing, and
boosting revenue and profit for hotels.

Room division is a large department, including small parts such as front office, guest
service, security, reservation, housekeeping.
The front office is the front office/reception in the hotel. This is the part that is likened to
the "face" or "nervous center" of the hotel. Because this is the place where customers
do check-in and check-out procedures, this department is very focused. The roles of the
front office include maximizing revenue from room sales, accounting for 50% of total
revenue and profit, building customer-employee relationships, being the hub for
handling guest requests, Great marketing tool, and generating indirect profits for other
departments.
Guest service or Customer service is customer service in a hotel, including activities
that are smoothly implemented to meet the needs of customers, bring satisfaction and
great experience to them. Play a role in receiving and processing feedback, collecting
opinions, taking care of customers, ...
Security in professional terms is hotel security. This is the department responsible for
ensuring safety, as well as maintaining order about the property and human life in the
hotel where they are working. As an integral part of the hotel, owning an experienced
security team also contributes to the development of the hotel.
Reservation in English means a reservation, when applied to the hotel business, it can
be understood as the reservation department. With the role of booking, receiving
booking information from guests, coordinating with other departments to arrange and
arrange rooms to be booked at the request of guests. This is a significant contribution to
increasing the hotel's revenue.
Housekeeping in a hotel is a term that refers to the cleaning and housekeeping
department at the hotel. The important task of housekeeping is to maintain the hotel's
room standards, to ensure that the room is always clean and beautiful when guests

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 check-in and checkout. Therefore, the housekeeping department contributes 60% to the
total revenue of the hotel.

Food & Beverage is a large division including lobby bar, restaurant, room service,
banquet, executive lounge, and kitchen.
The lobby bar is a place to provide luxurious drinks, and also a place for customers to
relax, entertain and experience new things. Currently, the bar is a fairly popular area,
besides bringing relaxation and comfort to customers, at the same time, this department
also shows the high quality of service, as well as the level of customers. hotel.
The restaurant is a particularly important area in F&B. With a professional service style,
here, customers will enjoy the best quality food, bringing undisputed satisfaction.
Room service is an indispensable part of F&B. With 24/7 service, customers can
request service at any time, in addition, customers can also request room service.
The banquet is the most profitable division in F&B. The important task of this
department is to always ensure the requirements of customers in organizing parties,
events, ...
The executive lounge is a department dedicated to providing the most advanced
services in the hotel. In terms of food and drinks, they are always processed with the
utmost sophistication and class.
The kitchen is a very important part of F&B. In charge of the processing of dishes that
satisfy the most customers, and at the same time have to research the dishes to suit
each locality.

1.3. Analyze and recommend factors that help customers become satisfied with hotel
business
I chose the front desk department because I found it to be a problematic part and also
the place to create a bearing on the client so I would fix it. WH hotel is facing many
problems with the reception department, I will analyze and show problems clearly and so
recommend some solutions that may help the hotel to create customers become
satisfied with the hotel business.
Firstly, late check-in makes customers feel impatient and uncomfortable after they first
hit the hotel. So, the receptionist needs to apologize to the customer for the reception
delay and offer guests a gift to create up for the hotel error. additionally, provides a
discount voucher for the following time guests return to the hotel.
Secondly, the hotel is rated for bad services on OTA channels, which affects the
reputation of the hotel that creates guests don't want to book a chamber. to unravel that,
the hotel should reply to bad reviews on the OTA site and promise to repair it, creating
more interactions on the OTA site. Moreover, to draw in new customers, hotels should
target OTA channels to assist hotels approach customers. To do that, they have to
search out more OTA channels, negotiate with them about price, if necessary, a 30%
discount is appropriate. Besides that, contact T.A channels are needed, house them and
be able to discount up to 50% if they will help the hotel attract more customers.
Thirdly, the receptionist was confused and didn't have problem-solving skills, which
makes customers more uncomfortable with the service and problem-solving of the hotel.

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 So, the sole thanks to solving it's to re-training staff, create courses for them to
accommodate difficult cases. I highly recommend hotels create a unique workflow for
every position within the department to guide them on the way to work effectively.
Fourthly, the hotel doesn't provide "Welcome Guest" service at the counter, which shows
unprofessionalism, disrespect for the customer, makes them disappointed once they first
enter the hotel. The hotel should make employees re-adjustment and retraining of labor
steps for staffs, especially training service attitude, and fix the "Welcome Guest" error.
additionally, apologize to guests for the hotel's shortcomings and convey to their rooms
snacks to expect customers to ignore the shortcomings of the hotel.
Finally, receiving complaints from clients about lights at the front desk shows
carelessness and disrespect for the guests. Because the front desk could be a counter
where many purchasers travel by still as an area to impress customers, it makes them
feel bad about the hotel. Apologizing customers for inconvenience is the very first thing
to try and do, and so quickly repair and redecorate all lights at the front desk so it's bright
and impress visitors.

2. Be able to develop a plan for hospitality business which includes the operational
requirements of the business’ organizational structure
2.1. Develop your plan for hospitality business
2.2. Design and operate your plan in more detail

3. Conclusions and Recommendations

How to set hospitality terms and develop a detailed hospitality plan is what I learned in this
assignment. My advice is to recognize the customer's needs, but apply them in the
hospitality business.

4. Appendices

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