MINISTRY OF EDUCATION

AND TRAINING
HOA SEN UNIVERSITY

COURSE: HUMAN RESOURCES DEVELOPMENT IN

HOSPITALITY AND TOURSIM

Subject: You are the Human Resources Management Team of a

450-room resort hotel in Nha TRang, Vietnam and you have to
recruit a new department head for operations or sales.

Instructor: Mr Tran Hai Dang

Class: 1208_2231
Group: 5
Members:
Name Student ID
Ho Dang Hoai An 22109645
Lê Anh Tuấn 22009714
Huynh Phuoc Thanh 22002983
Nguyễn Phạm Thuỳ Trang 22104336
Phuong Anh 22114455
Phạm Huỳnh Thuý Vi 22005790
Nguyễn Bảo My 22000652

November 26, 2022

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 LECTURER COMMENTS
Remark and comments of instructor:

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Mark:
Ho Chi Minh City, November 26, 2022

Instructor

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 ACKNOWLEDGEMENT
We had to rely on the advice and assistance of a few credible people in order to
complete our task, and we are deeply grateful to them. It is a great pleasure for us to
have finished this assignment.
We would like to express our sincere gratitude to Mr Tran Hai Dang for giving us the
opportunity to complete this report, for his encouragement and stimulating
suggestions, for helping us to organize my project, particularly in writing this report,
and for providing us with an excellent assignment guideline throughout numerous
consultations.
Furthermore, I would like to express my gratitude for the important contributions
made by each group member who assembled the parts and offered advice on how to
complete the assignment.

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 TABLE OF CONTENT

INTRODUCTION ____________________________________________ 5
1. Advertisement _________________________________________ 6
1.1. About Champa Island Hotel Resort and Spa _______________ 6
1.2. Salary and compensations _____________________________ 6
2. Job Description_________________________________________ 6
3. Job specification________________________________________ 7
3.1. Attitude ___________________________________________ 8
3.2. Skill _______________________________________________ 8
3.3. Knowledge _________________________________________ 9
4. Selection Procedure _____________________________________ 9
5. List of question ________________________________________ 11
6. Training Program ______________________________________ 12

CONCLUSION _____________________________________________ 15

REFERENCES ______________________________________________ 16

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 INTRODUCTION
First impressions are crucial, and you never have another chance to make one. The
connection will move in a positive direction if the first impression is positive, and the
opposite will be true if the first impression is negative. First impressions are difficult
to modify, whether they are positive or negative.

Therefore, the front office team, sometimes known as the hotel's face, plays a crucial
position in making that first impression. because this is the first area where staff will
interact with consumers, develop connections with them, and retain them. Moreover,
in order to accommodate guest needs, the hotel's reception area also functions as a
link between other hotel departments.

In light of this, the head of the reception department has important duties, especially
in a well-known and big hotel like Champa Island. Therefore, it is essential that the
most qualified and skilled person fill this position. To select the best candidate for the
post of head of reception at the Champa Island resort and spa hotel in Nha Trang city,
we will describe the hiring and training process from beginning to end in this report.
The first will include of general job information (working place, salary, bonus, job
description, job requirements, ...). The application process and interview
questionnaire come next. Last but not least is the training program.

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 1. Advertisement

1.1. About Champa Island Hotel Resort and Spa

Champa Island and Cham Oasis under CHAMPAGROUP INVESTMENT JOINT

STOCK COMPANY, known as the Island in the heart of Nha Trang city, feature the
most luxurious, distinct, and remarkable Cham architectural designs. We offer a wide
variety of services here, including lodging, food and drink, entertainment, conventions,
MICE, private beach, etc., that will completely please our guests.
Our resort, which resembles two enormous ships sailing out to sea, offers 168 hotel
rooms, 2 condotels with a combined 359 contemporary suites with 1 to 3 bedrooms,
as well as private and detached luxury villas. Also, Champa Island offers a restaurant
serving fresh seafood, a playground for kids, a sports field for outdoor activities, a
driving range for golf, a café along the river, and event spaces. Our guests will be
satisfied by Chandra Walking Street, an excellent traditional craft site with some
Vietnamese handicrafts, open-air cinema, street food, and outdoor activities.
Aside from taking in the expansive environment of the estuary here, you may enjoy it
in one of the 11 elegant, private massage and spa rooms, where your cares and stress
will melt away. With such a large number of rooms and diverse services, we need
qualified, enthusiastic, and experienced people for the position of Front Office
Mannager.
- Vision: "We are building the perfect place where you will truly enjoy every moment
of your stay in Nha Trang, the ancient Champa Land” - Mr. Nguyen Duy Vinh –
General Director.
- Mission: Building a skilled and professional team of leaders, and also building a
professtional team of managers, business man and experts. Really care and raise
benefit for employees, who are days and nights creating products and services to
customers.

1.2. Salary and compensations

The salary for this position ranges from 25 million VND to 30 million VND and can
be renegotiated during the recruitment and probationary process.
Employees will also get a monthly service charge, a 13th-month salary, and bonuses
on holidays and Tet in addition to the set salary. Employees will be compensated with
a sick pay, burial pay, and filial piety pay. The benefits package for employees will
include social, health, and unemployment insurance. The employer will provide free
housing, three meals every day, interview support, and round-trip airfare to return
home twice a year. Each year, employees will be granted 12 days of vacation. On the
other side, staff members will have access to a variety of entertaining activities and
training opportunities to advance their professional credentials. Finally, the company
will provide annual health checks for its employees.

2. Job Description
Organizing and carrying out the front desk department's tasks. Coordinating the
operations of the reception department.
- Manage front desk personnel to guarantee that clients are always attended to quickly,
professionally, and correctly.

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- Verify the system's guest room rates to make sure the data is accurate and updated
following special offers, peak seasons, etc.
- Uphold proper standards for departmental employees' behavior, sanitation,
appearance, and attitude.
- Examine, monitor, and evaluate the departmental employees' performance.
- Verify the front desk cashier's entry of accurate data and use of the proper payment
method.
Welcoming VIP visitors, group visitors, devoted visitors, and frequent visitors
- Overseeing the front desk staff, particularly the customer service professionals, to
make sure VIP guests and priority guests belonging to the regular customer group
receive exceptional attention and care.
- Make sure the VIP reception is properly prepared by organizing the preparation.
Addressing client requests and complaints
- Work together with related departments to efficiently satisfy demands and
immediately address concerns to ensure customer satisfaction.
- Assist the department's workers in responding to guests' challenging requests and
concerns that junior staff are unable to resolve.
- Keep a record of difficult-to-handle complaints and suitable solutions to help
personnel deal with them should they come across similar circumstances again.
Human Resources Management
- Coordinating staffing and human resource planning with the department of human
resources.
- Actively take part in the interview and hiring process for new hires.
- Create and implement training and development programs for department staff -
Assess employee productivity and capacity to provide timely and effective
development recommendations
Other jobs
- Maintain communication amongst departments to guarantee constant delivery of
client care.
- Assume overall responsibility for ensuring that furniture and equipment meet
hygienic standards and are regularly maintained.
- Compile data for the front desk section and give the board of directors relevant
information.
- Provide recommendations and program ideas to raise the department's level of
customer service.
- Call unexpected and regular meetings of the front desk staff to discuss work and to
introduce new rules and policies and so on.
- Maintain current knowledge of credit policies and practices, and collaborate closely
with the finance department to guarantee proper execution of credit operations.
- Strictly adhere to the procedures for making sure that cash, credit cards, and other
forms of payment are secure.

3. Job specification
In the job description, the employer has clearly stated the requirements necessary
for a candidate to be successful at that job. They may mention specific skills, type
and amount of work experience, personal qualities, professional qualifications,
specialized certifications, areas of knowledge, and other types of qualifications and
standards. . These standards will create expectations and excitement for both

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employers and applicants, and ensure quality for employees applying for the
position.

The ASK model is the most commonly applied competency model in human
resource management for enterprises. It is often applied to both the main human
resource objects, recruitment candidates and employees in the enterprise.

3.1. Attitude

- This factor is in the emotional range of the individual. It is the way in which the
individual reacts to real-life situations at work. The candidate's qualities and
attitudes are determined in accordance with each different position.

- Understand the general regulations in the hotel and restaurant industry and the
specific rules and principles of the hotel they want to work in- need, warmth,
enthusiasm regardless of where guests come from, skin color, ethnicity. Serve
arrivals to the extent possible

3.2. Skill

- Skills, manipulations with which users translate knowledge into specific actions. In
this case, it is possible to divide skills into: Imitation skills, application skills, creative
application skills.

- Skills of customer service: Serving customers well, especially long-term customers,

will create a loyal customer base

- Have good health, withstand work pressure: As the "face" of the hotel, the first
contact with customers, making an impression on guests is always higher than ever.
With good looks, neat and clean outfits... easily create sympathy for the other
person. The intensity of this job is also very high, requiring agility and flexibility,
so the receptionist also needs to have good health.

- Proficient in Microsoft Office and reception management system: In today's

technologicalized work environment, receptionist skills need to include managing
both hardware and software such as handling telephone systems, printers, and copiers.
Word processing skills are essential but they may also be required to work with Excel
or specific programs depending on the company's field of activity.

- Problem-solving, reasoning, motivation, organization and training skills.:In order to

handle different situations when facing customers, the receptionist must grasp the
customer psychology, the desires that the customer is referring to, clearly determine
which needs of the customer to solve in the short term, which needs to be delayed in a
short time, What needs cannot be solved but customers are still satisfied

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- Leadership skills, managing complex relationships: In order to handle different
situations when facing customers, the receptionist must grasp the customer
psychology, the desires that the customer is referring to, clearly determine which
needs of the customer to solve in the short term, which needs to be delayed in a short
time , What needs cannot be solved but customers are still satisfied

- Effective short-term communication skills, the ability to interact with customers,

employees and 3rd parties : Customer psychology is an extremely

complex category. They will not like to be rejected, ignored, see employees push
responsibilities and even less like to wait. Therefore, quick communication skills and
the ability to understand customer psychology will be the best way for you to serve
them to the fullest extent.

- Use English fluently. Priority to know 1 other foreign language : Daily reception
staff will have to deal with many different guests, they can be locals, or guests from
abroad. And now tourists from abroad to Vietnam are accounting for a large
proportion. Therefore, receptionists always have to practice their foreign language
communication skills to be able to meet the needs of customers in your country.

3.3. Knowledge

Thinking capacity, these are the knowledge and understanding of a person after
going through the educational process. Knowledge is the ability to gather
information, data, understand problems, analyze, evaluate, and synthesize. For
each person, when contacting and participating in a certain job, knowledge is the
most basic thing to have. The more complex the job and the task, the higher this
capacity is. Besides, depending on each business, Knowledge is also more specific
into requirements.

- Graduated from University or higher majoring in tourism management, business

administration or equivalent certificate.
- At least 3 years of experience in customer service, hotels, resorts with 1 year of
experience as a manager at resorts, resorts 4-5*: With the higher positions, the
candidate must not only have good soft skills, high professional skills but also have
many years of experience in the industry.

4. Selection Procedure
Step 1. Prepare to recruit

Preparations for personnel recruitment include:

• Establish a recruitment council. Depending on the size of the hotel, large or small,
there will be corresponding board members such as: General Director; Human
Resources Director; Department Manager who is in need of recruiting staff.

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• Ensure to understand the State's regulations for the selection of personnel for hotels.

• Accurately determine the goals to recruit personnel such as: number, position,
qualifications, accompanying skills...

Step 2. Recruitment notice

To ensure that there are candidates coming to apply for personnel, the hotel needs to
notify the recruitment of personnel through many different channels. For example:

• Mass media

• Job placement center.

• Paste a notice of accommodation at the hotel that is in need of recruiting personnel.

This step will help the hotel's recruitment information become well known.

Step 3. Receiving and researching candidate profiles

Factors that the person responsible for selecting personnel for the hotel should pay
attention to include:

• Education level

• Work experience

• Skills (foreign languages, communication...)

• Health

• Desire to work

These factors will be evaluated initially through the application so that the hotel can
select good quality candidates for the interview.

Step 4. Preliminary interview

To know the exact ability of the candidate, an interview lasting about 5-10 minutes
will be essential. If the person in charge of recruiting hotel personnel is an
experienced person, it will be easy to recognize who is really suitable for the position
to be selected through the interview. Selectors can apply many different forms of
interviews. However, the most common is still Q&A.

Step 5. In-depth interview

After conducting a preliminary interview, the hotel can select candidates with good
performance to participate in an in-depth interview. This interview will help the
person responsible for recruiting for the hotel understand the personality,
temperament, capacity and ability to integrate. From there, it is possible to decide who
to choose to put in the position to be recruited.

Step 6. Verify candidate's authenticity

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If you want to ensure that the selected personnel are of the desired good quality, the
employer needs to verify the accuracy of the candidate's profile as well as the
interview. This is a very important step in the recruitment process in the hotel. This
verification will help the person responsible for recruitment in the hotel to make the
final choice decision in the most accurate way.

Step 7. Probation

The department that takes care of recruiting personnel for the hotel will offer a
probationary program for candidates according to the prescribed time given by the
hotel. This is the stage for candidates to prove their competence.

Step 8. Make a choice decision

It is very important to make a decision on who to choose, which of the candidates to

apply. This step needs to be done systematically.

Differences in the recruitment process in hotels by position.

A management position is a position that has a significant influence on the

performance of the hotel. Therefore, employers need to pay attention to factors such
as seniority, situational skills and judgment of things. In particular, the hotel is a
working environment that needs a foreign language to communicate when there are
foreign guests. Therefore, the selection of personnel at the management level requires
a foreign language level.

Besides, if we want to recruit talents for hotel management positions, the recruitment
unit needs to offer an attractive salary, regime and promotion roadmap.

5. List of question
1. What’s your name?
2. How old are you?
3. What’s your major?
4. Why did you choose our company to work?
5. Where do you know the recruitment information from?
6. Do you have previous work experience? What is it in particular?
7. What are your strengths and weaknesses?
8. Why did you choose to be a FOM as your career?

The above questions are made in order for the interviewer to have a basic
understanding of the applicant, to help the applicant de-stress, and to enable the
applicant present themselves clearly. These questions also assist the recruiter in
making a preliminary assessment of the applicant.

9. What do you think are the most important skills of a FOM?

10. What do you do if a customer complains about the service?
11. What would you do if a receptionist was always late for work?
12. How would you rate your management skills on a scale of 1 to 10 with 10 being
the best level of your management skills? Provide at least three examples from

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 your past work experiences to demonstrate that your choices are correct and
correct?
13. Can you work under great pressure?
14. If you are accepted about this job, when can you go to work?
15. Are you satisfied with this salary?
16. How much do you want to get paid for this job?
17. How long will you work for our hotel if hired?
18. Why should we choose you?
With the help of these questions, the employer aims to determine whether the
candidate is qualified for the position and is knowledgeable about it.

19. If a guest complains about the staff's attitude in your team not serving them well,
what will you do to both satisfy the customer and deter the staff in the best way?
20. The epidemic situation has caused the resort to lose a lot of revenue. As a front
desk manager, what are your ideas to help the resort improve services and better
accommodation facilities to attract tourists on the upcoming holidays?
Situational questions are crucial for evaluating a candidate's attitude, awareness, and
skills. Employers use situational inquiries to collect more details from applicants. A
candidate's personality can be somewhat caught by an employer. Their capacity for
thought and communication is demonstrated by the way they respond to the imaginary
question. The candidate's knowledge and psychology are also made very obvious.

6. Training Program

Step 1: Prepare the working environment for the new members

After the recruitment round ends, the recruitment department needs to send email
information to all relevant departments in the company for the necessary and
thoughtful preparation.

Fully prepare & instruct them on the most basic of work.

Example :
Company laptops, desks, separate costumes for each department, and essential items
if any

Step 2: Welcome new employees / Bước 2: Chào đón nhân viên mới

The welcome can take many different forms such as: organizing a general welcome
for new employees, arranging for employees to welcome and guide them from the
very beginning so that the new employee is not feeling confused, mini party for all
member… depend on each departments

Step 3: A training program on general information and orientation in business

activities

In order for employees to quickly grasp the general information of the businessl as
well as help new employees contact and plan for their career development. In the
future, the company needs to prepare enough information of the business to provide
new employees such as: history of establishment and overview of the company's

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operations; operational objectives, organizational structure, regulations, principles and
policies for company employees; working process at the company: models and
practices applied at the company, working hours; Contact information system in the
company (Email, Phone, Web, CRM, ...)

Training program for each department :

Entry class to master the basic knowledge of the department
Practice with former employees before officially starting work

Step 4: Training in specialized skill

Depending on each job position, the new employee will undergo appropriate
professional skills training to be able to accept the job well. The knowledge to provide
to new employees during this process includes:

Overview of the market, industry, products and services in which the company
operates (specifically, Resort )

Basic knowledge for the job position that the new employee will take on
Job content and specific characteristics of each position
High knowledge required or will be trained at the
SOFT SKILLS:
Observation skills: Hotel staff must be careful, meticulous and have good observation
skills.
Communication skills with customers: for each different customer, hotel staff need to
have flexible ways of dealing with them. Communication skills here can include:
gestures, facial expressions, voice, etc.
Skills to handle situations: The service industry always happens to unexpected
situations that we do not anticipate. And if not handled promptly, it is likely that your
hotel will leave a bad impression in the eyes of customers.
Skills to withstand work pressure: Helping service workers to regulate emotions as
well as balance situations to ensure stable work quality.
Teamwork skills: A must-have factor to maintain stable work activities

Step 5: Evaluation

After finishing the training process for new employees, the employer needs to have an
open and friendly talk with the new employees to listen to them speak their mind,
absorb their feedback. contribute well as well as assess what knowledge new
employees have received during the training process.

This assessment will help businesses get an overview of the actual capabilities of
employees as well as build career development directions in accordance with their
needs and aspirations and development plans for employees. excellent in the future.
Besides, the evaluation also helps the company improve its new employee training
process to promote better in the following recruitment rounds.

Some notes for the optimal new employee training process: Prepare all the necessary
information on policies (hours and bonus, etc.), regulations that need to be

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disseminated as well as tools and equipment needed for the work of new employees to
avoid awkwardness, lack of professionalism in welcoming new employees.

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 CONCLUSION
The brains behind the hotel's most crucial department for generating revenue are the
front desk managers. Therefore, it is essential to have someone who is qualified in
terms of knowledge, skills, experience, and—most importantly—fitness for the hotel's
setting and operational procedures. Hopefully, the hotel will use this report to find the
most suitable candidate for this position.

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 REFERENCES

New employee training process. (2022). Retrieved 26 November 2022, from

https://acabiz.vn/blog/en/new-employee-training-process

What is ASK? How to apply the ASK model in human resource management. (2022).
Retrieved 26 November 2022, from
http://vnmanpower.com/en/what-is-ask-how-to-apply-the-ask-model-in-human-resour
ce-management-bl445.html

Trung, P. (2020). Quy trình tuyển dụng nhân sự trong khách sạn: 8 bước không thể bỏ
qua. Retrieved 26 November 2022, from
https://ezcloud.vn/quy-trinh-tuyen-dung-nhan-su-trong-khach-san/

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