Critical Thinking

GROUP 6: TOURISM
Nguyễn Thị Thu Quỳnh
Hà Thị Mỹ Dung
Phạm Phương Mai
Bùi Thị Minh Thuý
Hoàng Thanh Xuân
Defining the problem
Background information

Company profile
Company Name: Bestprice Travel Company
Services: provide tours, hotel booking, flight booking
Customer: domestic and international tourists
Founded time: 2010
Locations: Ha Noi, Ho Chi Minh City, Hai Phong
Mission: providing a variety of tours according to
customer requests to promote Vietnamese culture,
history and image to foreign tourists
Background information

Method

Through research and evaluation of the

tourism potential of a number of famous
landmarks, aims to choose suitable tourist
locations, creating an impression for
customers when experiencing the service.
 Evaluating the company with SWOT

Strengths Weaknesses Opportunities Threats

 Evaluating the company with SWOT

Strengths
Current position: BestPrice is a top travel company in Vietnam,
known for delivering secure and budget-friendly travel experiences.

Service quality: variety of tours, well-trained staff,...

Reputation: having close relations with prestigious airlines and

resorts: Vinpearl, FPT,...

Achievements and awards: 13 years of experience, “Excellent

Travel Company” from Tripadvisor, “Top 10 Famous Brand”,
“Vinpearl's Best Growth Partner” in 2017,...

W O T
 Evaluating the company with SWOT

Weaknesses

Information quality: The usefulness of the information on the

website for customers is limited, most of it is promoting
BestPrice's services.

Finance: Except for tour costs and relatively reasonable hotel

booking costs, air ticket booking costs are still a bit high
compared to neighboring travel companies.

S O T
 Evaluating the company with SWOT

Opportunities

The strong growth of mass media: Travel companies can

harness the power of mass media for promotion and advertising.

The increasing popularity of cultural and historical tours:

Creating unique and educational experiences can add value to
the tourism product.

Increased travel demand Post-Covid-19

Government policies encouraging tourism development

S W T
 Evaluating the company with SWOT

Threats
Intense competition among travel companies: can lead to
reduced profitability and impose price competition pressure.
Impact of climate change, natural disasters: the risk of trip
cancellations, potentially affecting the safety of both
customers and employees.
Underdeveloped tourism infrastructure, failing to keep pace
with tourism growth: impact the traveler's experience and
pose difficulties in promoting destinations.

S W O
Problem analysis
PROJECT
GOALS
 DEFINING THE PROBLEM
To generate short-term and long-term goals for the
development of tour project based on SMART evaluation

S M A R T

Specific Attainable Time-bound

Measurable Relevant
 Developing alternatives

Setting general goals

Spreading Vietnam's Culture and History to International Friends

through Tourism Promotion Strategy.

Preserving and promoting Vietnam's historical and cultural values over

the next 10 years.
Long-term goals
Innovate and diversify tours, expand experiential tourism models.

Improve the quality of human resources through organizing training

and evaluation for employees.

Increase website traffic for the tourism page by at least 20% in 2024.

Short-term goals
Enhance the quality of services.
Organize at least 10 tours (each with 20 participants) during the peak
tourism month (July) in 2024.
Evaluating and specification of project goals

General goals S M A R T Specified goals

Enhance the promotion

Spreading Vietnam's Culture strategy on the history and
and History to International culture of Vietnam to at least
Friends through Tourism 5 different countries (Asia
Promotion Strategy. and Europe) in the next 3
years.
Build and sustain at least 5
Preserving and promoting
projects for the preservation
Vietnam's historical and
of important historical and
cultural values over the next
cultural heritage sites over
10 years.
the next 10 years.
Evaluating and specification of project goals

General goals S M A R T Specified goals

Innovate and diversify tours,

expand experiential tourism
models.

Improve the quality of

human resources through
organizing training and
evaluation for employees.
Evaluating and specification of project goals

General goals S M A R T Specified goals

Increase website traffic for
the tourism page by at least
20% in 2024.
Enhance the service quality
Enhance the quality of
rating from 4.5/5 to 4.8/5
services.
within a period of 2 years.
Organize at least 10 tours
(each with 20 participants)
during the peak tourism
month (July) in 2024.
Make a decision

Long-term goals:
Enhance the promotion strategy on the history and culture of Vietnam to
at least 5 different countries (Asia and Europe) in the next 3 years.
Build and sustain at least 5 projects for the preservation of important
historical and cultural heritage sites over the next 10 years.
Short-term goals:
Increase website traffic for the tourism page by at least 20% in 2024.
Enhance the service quality rating from 4.5/5 to 4.8/5 within a period of 2
years.
Organize at least 10 tours (each with 20 participants) during the peak
tourism month (July) in 2024.
 III. Choice of city/town
(among the five options)
 1. Problem definition
Choose 1 of 5 destinations: Hanoi, Hue, Sapa, Hoi An, Ho Chi Minh to promote Vietnamese culture
and history to foreign tourists.
Criteria for evaluation:
Geographical location and climate: Assess the climate suitability for tourism and examine the
geographical location's impact on travel.

Infrastructure: Provide information on the quality and quantity of infrastructure (technical,

transportation, etc.) available to support the tourism industry.

Tourism resources: Prioritize locations with diverse and unique tourist attractions, activities,
and engaging experiences to optimize the travel itinerary.

Culture and Society: Give preference to places with unique cultural aspects while ensuring
safety and security for tourists.

Services: Evaluate the range of services (accommodation, entertainment, dining, tour

services) in each area to meet the needs of tourists.
2.1 Human resources
2. Source
Mr. Doan Van Huong, Chairman of the People's Committee of Lao Cai province, shared that the sharp increase in the
number of tourists to Sa Pa after the inauguration of the Noi Bai - Lao Cai expressway has posed urgent requirements in
management. management and tourism development for Sa Pa district in particular and Lao Cai province in general.
Director of Hanoi Department of Tourism Tran Duc Hai affirmed that the Capital's tourism industry continues to affirm its
role and position as a large economic sector, with stable growth rate, increasingly expanding scale of operations,
contributing effective in transforming the city's economic structure.
Ms. Nguyen Ngoc Anh, Huong Tra Town shared: "... now returning to Thuan An beach and quite surprised by the very
spacious and clean beach area. Roads leading to the sea have been invested, parking lots are spacious, shops are
arranged neatly, creating an airy space for people and tourists to roam and swim."
Vice Chairman of the People's Committee of Quang Nam province Ho Quang Buu said that in recent times, Hoi An has
invested in building and upgrading a number of key cultural institutions, children's play areas, and exercise fields. sports,
public spaces, rest stops...
Kieu Duyen (30 years old), a female office worker on Nguyen Dinh Chieu Street (District 3, Ho Chi Minh City), said that
she has been traveling "on the spot" since she was a student. When she first came to Saigon, Duyen often went to visit
famous cultural, culinary and entertainment spots.
 2. Source
2.2 Source of information
Chung Anh (2022). Thế mạnh của Hà Nội trong phát triển du lịch xanh. Accessed on November 10, 2023 at
https://baochinhphu.vn/the-manh-cua-ha-noi-trong-phat-trien-du-lich-xanh-102220624131403436.htm
Tại Mỹ Dung (2023). Sun World Fasipan Legend - Chiêm bái quần thể văn hóa tâm linh Fansipan Legend.Accessed on
November 11, 2023 at https://mia.vn/cam-nang-du-lich/sun-world-fasipan-legend-chiem-bai-quan-the-van-hoa-tam-
linh-fansipan-legend-961
Trung Kiên (2023). Sa Pa lấy văn hóa bản địa phát triển du lịch. Accessed on November 11, 2023 at https://vov.vn/du-
lich/sa-pa-lay-van-hoa-ban-dia-phat-trien-du-lich-post1040400.vov
Khánh Trần (2023). Cầu du lịch thành phố Huế.Accessed on November 11, 2023 at https://vnexpress.net/cam-nang-
du-lich-hue-4126937.html
Bích Phương, Tâm Anh (2023). Cẩm nang du lịch thành phố Hồ Chí Minh. TAccessed on November 14, 2023 at
https://vnexpress.net/cam-nang-du-lich-tp-hcm-4608205.html
Hương Thủy (2020). Hà Nội phát triển du lịch văn hóa: Nhiều lợi thế nhưng không ít khó khăn. Accessed on
November 10, 2023 athttps://www.anninhthudo.vn/ha-noi-phat-trien-du-lich-van-hoa-nhieu-loi-the-nhung-khong-it-kho-
khan-post543831.antd
Viettrekking (2023). Những lý do khiến Sapa trở thành điểm đến thu hút nhất. Accessed on November 11, 2023 at
https://viettrekking.vn/nhung-ly-do-khien-sapa-tro-thanh-diem-den-thu-hut-nhat/
 3. Analyze 4 options based
on the above criteria

Hanoi

Criteria Favorable Hard

- Hanoi is the center for receiving and

distributing tourists to the Northern tourist areas
Geographic and other regions and regions in Vietnam's
- Unpredictable weather can easily
location and territory as well as to countries in the region.
cause illness in tourists
climate - Four-season climate brings diverse experiences
to visitors.
- The annual average temperature is 23.6 °C.

- Architectural works are preserved and

developed: Old Town, One Pillar Pagoda,...
- The technical infrastructure system is
Infrastructure
increasingly improving
- Growing transportation network: highways,
bridges, and public transportation,...
- Having difficulty solving the problem
of air pollution and increased traffic.
- Infrastructure is not synchronized
between regions.
 3. Analyze 4 options based
Hanoi on the above criteria
Criteria Favorable Hard

- Owning many craft villages, along with unique

cultural festivals.
- The architectural works are among the best in
Tourism resources the country such as buildings and theaters that
have existed since the French colonial period
- Diverse and rich cuisine, containing the
quintessence of Vietnamese cuisine
- Tourist destinations can be overloaded
during the peak tourist season, making
management and tourist experience difficult.
- Due to the impact of time, ancient buildings
are gradually deteriorating.

- Convergence of traditional and modern

- Urban development in Hanoi is stronger
culture with many values, rich in identity and
than in other regions, affecting traditional
Culture and Society unique humanity.
cultural identity, and some social security
- Friendly community, good security level,
issues can affect the tourism experience.
developed society.

- Diverse means of transportation and

convenient ride-hailing service
Services
- Hotels and shopping centers meet standards,
bringing the best experience
3. Analyze 4 options based on the above criteria
Sapa

Criteria Favorable Hard

- Sa Pa is located at an altitude of 1500m above

Geographic sea level so the temperature is always cool all
location and year round. - Sapa has rugged terrain
climate - The average annual temperature is 22.4°C
- One of the few places in Vietnam with snow.

- There is Noi Bai - Lao Cai highway, convenient

for travel
- Infrastructure in some areas may be
- Accommodation facilities are built and
limited and cannot meet the needs of
Infrastructure upgraded to meet the increasing demand for
tourists for accommodation, dining or
accommodation of tourists.
other amenities.
- Systematic and synchronous like the Sun World
Fansipan Legend complex,...
 3. Analyze 4 options based on the above criteria
Sapa
Criteria Favorable Hard

- Unique natural scenery: Mountains, waterfalls

and terraced rice fields
Tourism - Traditional cultural activities are preserved,
- The number of historical relics is limited
resources especially market days.
- The cuisine retains the characteristic fresh taste
of the ingredients grown here.

- Home to many ethnic groups, Sa Pa has a

Culture and diverse culture and rich identity.
Society - Friendly people, enthusiastic welcome to
visitors.

- Accommodation services in Sa Pa are very

developed and diverse. - Price compression still occurs in some
Services
- Tours to explore nature, culture and local life places
- Reasonable travel and sightseeing costs
 3. Analyze 4 options based
on the above criteria
Hue
Criteria Favorable Hard

- Hue is in the central region, located in the
Geographic center of Vietnam.
location and - The climate is temperate, with interference
climate between the Northern and Southern climates.
- The average annual temperature is 25.1 °C.
- During the summer, temperatures
can rise, making it difficult to visit and
travel for long periods of time.
- Floods and landslides occurred in
some areas due to heavy rainfall.

- Located on the trans-Vietnam road and rail

transport axis, with roads to Laos and Northeast
Thailand, adjacent to major tourist centers in the
- There is a lack of quality amenities
South and North Central regions.
Infrastructure for rest and accommodation or
- Phu Bai Airport
necessary services.
- The infrastructure system is developing rapidly,
especially accommodation infrastructure, cultural
infrastructure,...
 3. Analyze 4 options based
on the above criteria

Criteria Favorable Hard

- Many tangible and intangible heritages are

- The deterioration of cultural and
recognized by UNESCO.
historical relics and slow maintenance
Tourism resources - Poetic and charming natural landscape.
and restoration of royal construction
- Cuisine is rich in Hue traditions and is a blend of
systems
Central culinary styles.

- Hue culture also preserves a system of royal

performing arts associated with scholarly, religious
Culture and Society and folk performing arts.
- Hue people are friendly, gentle, and
enthusiastically welcome tourists.

- Convenient car rental and tour services

- Current pick-up services in Hue are not
- Tourism services, especially types of eco-tourism
suitable
Services and experiential tourism are being developed.
- Entertainment services are not yet
- Providing many types of accommodation from
diverse and rich
high-end hotels to traditional motels
3. Analyze 4 options based on the above criteria
Hoi An

Criteria Favorable Hard

- Located on the "Central Cultural Heritage Road"

including: Hoi An - My Son - Hue
Geographic
- The location adjacent to the East Sea and Cu - Located in an area affected by
location and
Lao Cham island cluster creates tourism storms and floods.
climate
advantages.
- The average temperature in Hoi An is 26.1°C

Some areas in Hoi An ancient town

- The transportation system is being upgraded:
have narrow and limited terrain,
Da Nang International Airport near Hoi An, North-
Infrastructure making it difficult to expand
South railway with the main road from Chu Lai
infrastructure and meet tourism
port to Da Nang - Quang Ngai highway
needs.
3. Analyze 4 options based on the above criteria
Hoi An
Criteria Favorable Hard

- Unique natural scenery: Mountains, waterfalls

and terraced rice fields
Tourism - Traditional cultural activities are preserved, - Degradation of cultural and
resources especially market days. historical relics, slow maintenance.
- The cuisine retains the characteristic fresh taste
of the ingredients grown here.

- Hoi An culture is the harmony of three ancient

cultures: Sa Huynh culture, Champa culture and
Dai Viet culture
Culture and
- There is a convergence of many cultures
Society
around the world
- Diverse and unique cuisine comes from the
daily dishes of the people of the Central region.
3. Analyze 4 options based on the above criteria
Hoi An

Criteria Favorable Hard

- Diverse travel services, from visiting historical

sites, experiencing cuisine and relaxation.
- Accommodation services are developed and
- Entertainment and shopping
Services diverse, with many high-class resorts and
services are not yet diverse and rich
restaurants.
- Hoi An travel costs have many options with
quite reasonable prices
 3. Analyze 4 options based
on the above criteria
Ho Chi Minh
Criteria Favorable Hard

- Ho Chi Minh City is located in the center of the

South, near the seaport and international airport,
- During the summer, temperatures can
creating convenient conditions for tourists to travel
Geographic rise, making it difficult to visit and travel
and connect.
location and for long periods of time.
- Temperatures are consistently high throughout
climate - The weather is erratic, sometimes
the year, with two distinct rainy and dry seasons.
there will be sudden showers.
- The average temperature in Ho Chi Minh is
27.0°C

- Developed transportation system, including

- Having difficulty solving the problem
highways, railways and public transportation
of air pollution and increased traffic.
Infrastructure services, helps tourists move conveniently.
- Narrow and tangled streets can make
- Modern technical infrastructure system,
navigation difficult and complicated.
increasingly synchronous.
 3. Analyze 4 options based
on the above criteria
Ho Chi Minh

Criteria Favorable Hard

- A large urban area with many unique cultural

and historical features, but also the sea, forests
and a continuous system of rivers and canals
Tourism resources
from the inner city to the sea.
- A convergence of cuisine from many regions
and countries

- Convergence of traditional and modern culture

with many values, rich in identity and unique
- Security issues, specifically theft, often
Culture and Society humanity.
occur
- People are friendly, gentle, and enthusiastically
welcome visitors.
 3. Analyze 4 options based
on the above criteria
Ho Chi Minh
Criteria Favorable Hard

- Diverse means of transportation and convenient car

calling/rental service
- Accommodation services in Ho Chi Minh City are diverse - Some tourism services, as well as
with a system of hotels, homestays, and service commodity prices, may be higher than
Services
apartments, meeting the needs of tourists. average, especially in popular tourist
- The city converges a variety of entertainment activities, areas.
amusement parks, sightseeing, and shopping suitable for
many types of visitors.
 4. General assessment

Score (.../5)
Criteria
Ha Noi Sa Pa Hue Hoi An Ho Chi Minh
Geographic location and
climate
3 5 5 5 4

Infrastructure 3 4 4 3 4
Tourism resources 4 4 3 3 3
Culture and Society 4 5 4 3 4
Services 4 4 4 3 3
Total score 18 22 20 17 18
 Conclusion
Sapa is an ideal destination for a great
vacation due to its diverse and unique
tourist attractions, close connection with
nature and local ethnic minority cultures,
highly rated services, and suitability for the
company's development direction.
Therefore, choose Sapa as a place to invest
in tourism.
Choose a tour
1. Identify the problem

Offering three tour packages with unique elements of

a new culture to arouse the interest and curiosity of
many domestic and foreign tourists
Choose suitable destinations and activities that bring
experience and information about Sapa history and
culture
2. Criteria

Decide on the appropriate tour type for visitors to fully

experience the destination based on the following criteria:
Tour length
Distributed activities
Time for each activity
Appropriate tour format
Reasonable price
Infrastructure
 3. Source
Ha Van Thang, Director of the Department of Culture, Sports and Tourism of Lao Cai province
Do Quynh - travel blogger
Khoai Lang Thang - famous Tiktoker
Klook Vietnam (2022). Review Bản Tả Phìn Sapa Chi Tiết: Đi Đâu, Chơi Gì, Ăn Gì?. Accessed on
November 10, 2023 at https://www.klook.com/vi/blog/ta-phin/
Klook Vietnam (2022).Sun World Fansipan Legend, Giá Vé & Kinh Nghiệm Du Lịch. Accessed on
November 10, 2023 at https://www.klook.com/vi/blog/sun-world-fansipan-legend/
Duyen Ung (2020). Chơi gì ở Sapa? 5 hoạt động thú vị ở thành phố trong sương không nên bỏ lỡ.
Accessed on November 10, 2023 at https://www.traveloka.com/vi-vn/explore/activities/choi-gi-o-sapa-5-
hoat-dong-thu-vi-o-thanh-pho-trong-suong-khong-nen-bo-lo/110829
Thinh Tran (2023). Đến Bản Cát Cát trải nghiệm những gì? Truy cập vào ngày 13/11/2023 tại
https://www.traveloka.com/vi-vn/explore/destination/du-lich-ban-cat-cat-acc/216181
Sói (2023). Nhà thờ đá Sapa - Điểm đến không thể bỏ qua khi ghé thăm vùng đất sương mù. Accessed on
November 10, 2023 at https://www.traveloka.com/vi-vn/explore/destination/nha-tho-da-sapa-acc/248198
Vietjackair (2022). Top 10 địa điểm du lịch Sapa mà bạn phải ghé qua ít nhất một lần. Accessed on
November 10, 2023 at https://www.vietjetgiare.vn/blog/dia-diem-du-lich-sapa.html
 4. Propose

2 days 1 night 2 days 1 night 3 days 2 nights

tour tour tour
(sightseeing,
(spiritual) relaxation) (ecology,
adventure)
 Spiritual tour
Select Experience Expected cost Time

Day 1:
- Morning: Fansipan spiritual tourist area
- Afternoon: Visit Truc Lam Dai Giac Zen
Monastery in Sapa
Day 2:
- Morning: Visit temples in Sapa
Thuong Temple
Spiritual tour 3,000,000 VND/person 2 days 1 night
Bao Ha Temple
Co Tan An Temple
Doi Co Temple
- Afternoon: Visit temples in Sapa
Tan Bao Pagoda
Cam Lo Pagoda
Ho Kieu Bridge
 Sightseeing and relaxation tours

Select Experience Expected cost Time

Day 1: Visit and learn about the culture

and identity of the village in Sapa
- Morning:
Cat Cat village
Ta Phin village
Sightseeing - Afternoon:
and Ta Van village
2,000,000VND/person 2 days 1 night
relaxation Lao Chai village
tours Day 2:
- Morning:
Ham Rong mountain tourist area
O Quy Ho
- Afternoon: Visit Sapa town
 Ecological and adventure tours

Select Experience Expected cost Time

Ecological Day 1: Conquer Fansipan mountain peak

and Day 2: Conquer Ngu Chi Son
adventure Day 3: Conquer Nhiu Co San peak 4,000,000 VND/person 3 days 2 nights
tours
5. Evaluate
 Criteria Spiritual tour Sightseeing and relaxation tours Ecological and adventure tour

Tour length Long enough to visit all tourist Long enough to visit all tourist Long enough to visit all tourist
attractions attractions attractions

Moving locations are close

Distributed Activities are streamlined. Have time Activities are streamlined. Have
together, older customers who
activities to rest time to rest
move a lot will be tired.

The time for each activity is

Time Each activity lasts long enough Each activity lasts long
quite long

Suitable for people with good

Appropriate Form aimed at spiritual
Suitable for all customer segments health and love adventurous
tour format believers
and conquering activities

There are many places to visit,

Price Suitable for general premises. Suitable for general premises.
but entrance fees are high.

Infrastructure Quality guaranteed Quality guaranteed Quality guaranteed

 Evaluate the criteria

Score (.../5)
Evaluate

Spiritual tour Sightseeing tour Adventure tour

Tour length 5 5 5

Distributed activities 1 5 5

Time 5 5 5

Appropriate tour format 1 5 1

Price 1 5 5

Infrastructure 5 5 5

Total score 18 30 26
Conclusion
Based on the above reviews, the most
suitable tour that our group chose is
the two-day-one-night sightseeing and
relaxation tours.
Day Time Activities Expense

+ Adults and children from 1.4m tall:

150,000 VND/Ticket;
+ Child ticket with height from 1m -
Visit Cat Cat village
under 1.4m: 70,000 VND/ticket
Rent traditional costumes of the H'Mong ethnic
Day 1 8:00 a.m. - + Children under 1m in height: Free
group (at your own expense)
10:00 a.m entrance tickets.
Learn about traditional craft villages: weaving,...
Tourists need to rent brocade
Visit Tien Sa waterfall (Cat Cat waterfall)
costumes for 30,000 - 50,000
VND/set;

Visit Ta Phin village

10:00 a.m. Bathing in water with Red Dao human leaves (at
Cost of leaf water bath: 120,000
- 12:00 your own expense)
VND/person
p.m Check-in at Ta Phin Ancient Monastery
Visit Ta Phin brocade village

12:00 pm Having lunch

Day Time Activities Expense

Day 1 01:00 pm Guests move to the hotel or homestay to rest

Visit Ta Van village Sightseeing ticket price

02:00 p.m Check-in at Cau May + Adults: 20,000 VND/ticket;
- 03:00 Visit Sapa ancient stone field + Child ticket from 6 years old to 16
p.m Visit the oldest village in Ta Van village - Ta Van years old: 10,000 VND;
Giay + Children under 6 years old: Free.

Visit Lao Chai village

Check-in to the terraces
03:00 pm-
Visit the market
04.00 pm
Visit ethnic minority villages (visit traditional
pomu houses and decorations)

Free time to visit Sapa night market, enjoy food and

8:00 p.m
shopping
Day Time Activities Expense

Visit Ham Rong mountain tourist area

Central flower garden
Day 2 8:00 a.m. - 10:00
Thach Lam rock garden
a.m
Just represents the 12 zodiac animals
Cloud hunting - heaven's gate

Visit O Quy Ho
Check-in at the lonely tree
10:00 a.m. - 12:00
Visit Sapa Dragon Cloud Glass Bridge
p.m
Visit Love Waterfall
Check-in at O Quy Ho heaven gate

12:00 pm Having lunch

01:00pm Guests move to the hotel or homestay to rest

Visit Sapa Town

Check-in at Sapa stone church
02:00pm-04:00pm
Visit Sapa lake
Visit the famous love market
Day Time Activities Expense

Day 2 01:00 pm Guests move to the hotel or homestay to rest

Visit Ta Van village Sightseeing ticket price

02:00 p.m Check-in at Cau May + Adults: 20,000 VND/ticket;
- 03:00 Visit Sapa ancient stone field + Child ticket from 6 years old to 16
p.m Visit the oldest village in Ta Van village - Ta Van years old: 10,000 VND;
Giay + Children under 6 years old: Free.

Visit Lao Chai village

Check-in to the terraces
03:00 pm-
Visit the market
04.00 pm
Visit ethnic minority villages (visit traditional
pomu houses and decorations)

Free time to visit Sapa night market, enjoy food and

8:00 p.m
shopping
 V. Things
to invest in
 1. Identify the problem

Choose a suitable investment item that serves the project's purpose

and brings profit to the business.
Specific items:

1.1. About service quality 1.2. About communication work

Tourism products are still poor, service
quality has not developed.Transport
infrastructure is not favorable, especially
the quality of airways.
Issues of security, accidents for tourists,
costs of businesses to deal with crime and
violence, financial indicators.
Natural resources, have low average
monthly sunshine hours ín Sa Pa.
The work of promoting the image of Sa Pa
tourism is still limited, the tour guide team
is young and inexperienced.
Not taking enough advantage of the
development wave of social networks,
especially the TikTok platform.
There has not been much application of
digital technology development in tourism,
which is still mainly traditional tourism.
1.3. About human 2. Source
Information sources:
resources
https://luanvan24.com/chat-luong-dich-vu-la-gi/
The tourism industry is
https://nhandan.vn/nganh-du-lich-thieu-hut-nguon-nhan-
facing a big challenge of
luc-post747738.html
lacking iinhuman
Human Source:
resources.
Head of Human Resources Department of Kim Do Hotel
Not being able to recruit
Nguyen Thi Yen Xuan (District 1)
senior and experienced
Human resources director of Vietnam Tourism and
personnel, because most
Transport Marketing Joint Stock Company (Vietravel)
skilled people have
Tran Thi Viet Huong
moved to other
professions during the
3. Criteria
pandemic, most workers
are new graduates that
Possibility
means need to invest Investment time
more in training. Investment costs
Invest effects
 4. Investments Category
Improve the Invest in
Provide quality Collaborate with Maximize the power
human potential types
services local businesses of communication
resources of tourism

Provide the best Apply digital Advertising products on Efficient, hard- Resorts
technology to social media platforms. working combined
services
support tourists. Flash exciting travel human with spiritual
Understand
Digitalization in packages to show resources are tourism
customer needs
management, different options for the backbone destinations
Acknowledge all of successful
administration travel lovers. develop
feedbacks and business.
services and quick Offer attractive mental health
make positive Invest long-
payment. Support discounts and care
changes term in finding
ticket booking, hotel promotions, encourage Promote
Automate every and training
booking, and online customers to mention entertainment
possible process, potential
tour booking or company name activities and
use technology to candidates to
applications Collaborate with the tourist
support increase
Promote each other Agency and KOLs attractions.
competitive
and increase profits advantage
together.
 5. Evaluate investment items
Collaborate Maximize the
Provide quality Improve the Invest in potential
Field with local power of
services human types of
businesses communication
(.../5) resources(.../5) tourism.../5)
(.../5) (.../5)

High feasibility 5 4 5 5 3

Completion
5 4 5 4 3
time

Affordability 3 3 4 5 3

High efficiency 5 3 5 4 3

Total 18/20 ✔️ 14/20 ❌ 19/20 ✔️ 18/20 ✔️ 12/20 ❌

=> The feasible options that the company prioritizes for investment are:
Provide quality services
Maximize the power of communication
Improve the quality of human resources
 6. investment priority
Provide quality services :

To build a complete and suitable tour for customers ,

the travel company will have to carefully research on many
aspects: accomodations, schedules, facilities, etc
Reasonable transportation, service personnel at each
location... Based on these aspects, the company will have a
basis for allocating the budget most appropriately.

=> Evaluation criteria for each investment category:

Importance to the overall experience
Implementation ability
Ability to exploit cultural and historical factors
 Investment categories and requirements
Investment
Requirements
category
Arranged appropriately for
Visit
each day and each activity.
location
Backup plans for
unexpected situations,
Ensure the essential needs
of customers are relaxation,
Accommod ensure hygiene, complete
ation facilities
Can have a unique highland
architectural style.
Evaluate
Inappropriate choices can lead to negative
reviews
Proactively contact tourist attractions, survey
compatibility with target customer base
Integrate unique historical and cultural locations
of highland ethnic minorities
Customers can relax in a comfortable, convenient
space will be more likely to leave good reviews
for the travel agency.
Carefully survey reviews on online booking
platforms
integrate ethnic minority cultural elements in the
spaces
 Investment Evaluate
Requirements
category

Ensure food hygiene, with

Cuisine is an important part in the process of discovering
Eat and a mixture of local
and experiencing local culture.
drink specialties and familiar
Can integrate history, stories behind local specialties as
dishes
well as eating habits of highland people

Vehicles throughout the Transportation ensure a smooth tour, especially when

trip need to be safe and the places chosen to visit are far apart.
Transport
comfortable, always have a Choose the type of vehicle that best suits the trip
backup plan. schedule, can cooperate with reputable bus companies
for a long-term.

When problems arise during the tour, there needs to be

Human resources need to
Human someone responsible for resolving them satisfactorily
be allocated reasonably
resources Thorough professional training for travel company
and adequately at each
employees, maintaining contact and ensuring quality for
location in the tour
human resources at the cooperation location

= > The two priority investment categories are accommodation + eat and drink
 Accommodation
Based on reference data from the online
booking platform Booking.com, one of the
largest online booking platforms in the world
today, along with the following criteria to
evaluate accommodation options:

Facilities
Service and convenience
Location
Price

With the growing developing technology era, people

tend to search, consult information and order more
online. Therefore, developing online booking platforms
is extremely important for hotels and resorts.
 Hotels
Eden Boutique Pao's Sapa
BB Hotel Sapa Leisure Hotel
Hotel & Spa

Land
 BB Hotel Sapa
Service and
Facilities Location Price General assessment
convenience

8.4 on Booking.com
4 star hotel Super
Staff at the 107 reviews
Possessing ior/De
reception can Cleanliness: 8.7
French-style 8 Cau luxe
assist guests Amenities: 8.3
architecture, a May doubl
with services Location: 9.2
gym and free Street, e
24/7 Service: 8.8
Wi-Fi, Sapa room
Guests can Value for money: 8.3
restaurant and
cafe
play billiards
=> 100m
from Sapa
=
1,605,
→ Average score: 8.4
or read This hotel has an extremely
Each room or town 023-
quietly from convenient location right on
suite here is center 2,123,
the library's the busiest food street and
equipped with 500
book night market in the city. The
necessary VND/
collection. streets are crowded and
facilities... Night
bustling with tourists.
 Eden Boutique Hotel & Spa
Service and
Facilities Location Price General assessment
convenience

3 star hotel. The

8.8 on Booking.com
features a property Deluxe
1063 reviews
garden, offers a Double
3B Cleanliness: 9.1
communal 24-hour Room/
Thac Amenities: 8.3
lounge, front Junior
Bac Location: 8.8
terrace and desk, Suite =
Street, Service: 9.5
restaurant airport 1,100,0
Sapa Value for money: 9.0
with bar.
The hotel
shuttle
service,
=> 300m
00 -
1,500,0
→ Average score: 8.8
from the This hotel has a quite convenient
will provide free Wi-Fi 00
town location, the surrounding space is
guests all , car VND/Ni
center airy,the road surface is spacious, and
the rental ght
the service is rated extremely well,
necessary services.
which is a big plus. .
facilities
 Pao's Sapa Leisure Hotel
Service and
Facilities Location Price General assessment
convenience

Room 9.1 on Booking.com

service, 779 reviews
5 star hotel.
along with Cleanliness: 9.4
a fitness
free Wi-Fi, Muong Superior/D Amenities: 9.2
center, free
24-hour Hoa eluxe Location: 9.1
private
front desk, Street, double Service: 9.5
parking, a
concierge Sapa room = Value for money: 9.0
restaurant,
children's
service and => About 1,639,894 - → Average score: 9.1
currency 1km from 2,610,000 This hotel's location is
club,...
exchange the town VND/Night considered to be in the center
5-star
service, center of town, very well-trained
inroom
billiards, staff, luxurious facilities,
facilities
cycling in although prices are higher
the area. than the average in the area.
 Final choice for hotel
Reason for choosing:
Location: 300m from the town center, not too far to travel to attractions,
but still enough to reduce noise, with a suitable resting space for tourists
aged 30-50; walking distance to popular attractions in town; Located near
lakes and parks, large roads are convenient for transportation.
Price: Prices are average, suitable for tours with moderate budgets.
(11,000,000 VND / tour)
Quality: full of essential amenities, facilities are at a good level, but the
service is highly rated with 9.5 points for 1063 reviews, this also proves
that the hotel tends to maintain good quality.
 Eat and drink
Cuisine is an indispensable part of the tourist experience every time they come to a new land.
Unique dishes with strong local imprints also contribute to enriching diners' culinary knowledge
 Restaurants
To find the most suitable restaurants for diners, we use Tripadvisor - the largest
travel review platform in the world today, trusted by a large number of tourists
around the world.
Evaluation criteria:
Quality of food + service
Traditional cultural values
Price

Good Morning Sapa Sky View

Chợ tình quán View Restaurant Restaurant & Bar
 Chợ tình quán
General
Quality Value Price
assessment

Location: Sapa town Each dish is a harmonious

191 reviews
center and sophisticated
=> 5/5 points
Food: Guaranteed vsattp, combination to suit all
Avera Suitable for
dishes mainly from visitors but still fully conveys
ge large, luxurious
typical ingredients of the typical flavor of the
about tourist groups.
Sapa such as salmon, Northwest.
250,00 Demonstrates
horse, hill chicken... Inspired by the traditional
0 the unique
Service: well-trained, stilt houses of ethnic groups
VND/p beauty of the
friendly in Sapa
erson Northwest in
Space: 3 floors with a performances every week
space as well
capacity of up to 350 recreating the beauty of Sapa
as food.
guests Love Market.
 Good Morning View Restaurant
Quality Value Price General assessment

Location: about 1km from 631 reviews

Sapa town center. => 4/5 points
Traditional
Food: guaranteed vsattp, Suitable for
Vietnamese and
famous dishes include travelers who love
Northwestern dishes 200,000-
salmon hot pot, chicken a cozy, affordable
are highly 250,000
rice, traditional space.
appreciated. VND/Per
Vietnamese dishes, Demonstrates the
The restaurant space son
coffee, ... unique beauty of
is made of wood,
Service: dedicated, the Northwest in
decorated with many
friendly space as well as
traditional pictures.
Space: cozy, suitable for food.
family and friends Good price.
 Sapa Sky View Restaurant & Bar
Quality Value Price General assessment

282 reviews
Location: about 2km from
The restaurant => 4/5 points
Sapa town center.
has spacious Suitable for customers
Food: guaranteed vattp.
space, on a who like luxurious
Local dishes combined
high floor space, beautiful view,
with European dishes and About 250-
overlooking airy.
wine, many choices 300,000
Fansipan peak, Interesting combination
Service: friendly and VND/Person
the symbol of of Vietnamese and
attentive service style
the Northwest foreign cuisine, giving
Space: luxurious with
mountains of diners more choices.
views overlooking
Vietnam Prices are higher than
Fansipan peak and poetic
the general level.
valley
 Final choice for
restaurant
Reason for choosing:
location: convenient because
it is right in the center of Sapa
town
Price: most reasonable
Regarding traditional cultural
values: clearly expressing the
traditional culture of the
Northwest and Vietnam
through architecture, space
and cultural activities
Maximize the
power of
MARKETING
 Strength Weak

- Investing in media to help

- Communication costs are
reach many customers
Investment cost difficult to effectively reach
- Ensuring abundant
customers
human resources

- Provide good quality

service to customers
Tour operating cost - High cost
- Enhance the company's
reputation

- Ensure handling of arising - Not the focus of the

Additional cost
withdrawals project
 Television
Website Social Media
communications
Construction(.../5) Marketing(.../5)
(TV) (.../5)

Possibility 5 5 5

High efficiency 4 5 5

Affordability 5 5 3

Total 14/15 ✔️ 15/15 ✔️ 13/15 ❌

=> The company prioritizes investing in the two most optimal forms of
advertising: Website Construction and Social Media Marketing
 Improve the
quality of
human resources
 positions
Sale tours
Graduated from College or University
Ability to understand customer needs and sales and persuasion skills
Qualities: dynamic, responsible, hardworking...
Priority given if you have knowledge about Sapa's tourist routes and
destinations
Tour guide
Graduated from College or University majoring in tourism/foreign
language at schools with majors related to the industry being recruited
Have good communication and presentation skills
Proficient in at least 1-2 foreign languages (knowing English is an
advantage)
Qualities: friendly, sociable, patient, hardworking
Knowledgeable about history and places to visit in Sapa
Skills: organizing activities, handling and resolving when problems arise
 BUDGET
ALLOCATION
Identify the problem
Calculate estimated costs, calculated
based on the costs to operate 10 tours
(= 200 guests) in July 2024.
 Additional
Investment cost Tour operating cost
cost

Necessary
4 5 3
expenses

Reasonable
3 4 1
profit

Ensuring
sustainable 4 5 3
development

11/15 ✔️ 14/20 ❌ 7/20 ✔️

 CONCLUSION
Investment cost: 10%
Tour operating costs: 80%
Additional costs: 5%
 Catagory Catagory Cost Quantity Total

Marketing cost 6.000.000

6.000.000 VND
VND
1 Investment cost
48.000.000
Staff costs 48.000.000 VND
VND

20.000.000
Sightseeing costs 10 tour 200.000.000 VND
VND

11.000.000
2 Tour operating cost Hotel cost 10 tour 110.000.000 VND
VND

14.000.000
F&B cost 10 tour 140.000.000 VND
VND

3 Additional cost 10.000.000 VND

 Implement
Manage & monitor
Verify the solution
 1. Implementing the solution
a, Get approval
The company held a meeting to discuss parts of the plan, all
members agreed on the plan and divided the person in
charge of each task.
In charge of communications: Mai
In charge of human resources: Thuy
In charge of tour operations: Quynh, Xuan
Handling arising problems: Dung
 b, Develop a plan

Task Thời gian

Find suitable places to stay, eat, and visit places 11/2023 - 12/2023

Contact the parties and make a deposit 12/2023 - 1/2024

Recruitment 12/2023 - 1/ 2024

Training 1/2024 - 3/2024

Conduct a media campaign 3/2024 - 5/2024

Make a list of customers, prepare to complete 5/2024 - 6/2024

Tour operation 7/2024

 1. Monitoring and managing the solution
a, Monitoring
Person in
Task Monitoring
charge

Monitor communication campaigns Regular monitoring Mai

Monitor the personnel recruitment and training

Close monitoring Thúy
process

Monitor investments Regular monitoring Xuân

Monitor income and expenditure Close monitoring Quỳnh

Monitor tour operations Close monitoring Dung

b, Plan to overcome challenges and difficulties when implementing the project
Challenge - Difficulty
About the Business:
- Infrastructure and capital potential
are still limited
- The brand is not well known
Subjective
-The tour guide and staff have health
problems during the tour
-Unexpected incidents occur when the
hotel or restaurant has a security
problem or the hotel staff has a bad
attitude or is late
Solution
- Focus on quality, not space. Develop online tour
orientation, office fees in a professional manner.
- Invest in running ads on social networking
platforms and multi-target platforms : chat forums
for older people, book fairs, clubs for older
people,...
- The company always associates with quality
medical clinics and has medical staff accompanying
and supporting the tour. Always have backup staff
to avoid incidents.
- Always have a commitment sheet with affiliated
partners, at the same time, promptly handle and
change hotels and restaurants to the extent
possible. Always be ready for unexpected incidents
and handle them most professionally.
b, Plan to overcome challenges and difficulties when implementing the project
Challenge - Difficulty
Customer health issues: Because the
customer segment is older people,
they often have health problems.
Objective
About customer dissatisfaction during
the travel experience
Solution
Tour guides carry essential medicines for common
illnesses, and the company provides on-site
medical staff to promptly address any health
concerns during the tour.
- Service: we can adjust hotels and restaurants
within our capabilities. If a request is beyond our
ability, we politely decline and provide alternative
options.
- The tour guide asserts that the tour will proceed
according to the schedule. If the customer remains
dissatisfied, alternative suggestions can be offered
within a safe and manageable scope.
b, Plan to overcome challenges and difficulties when implementing the project
Challenge - Difficulty
Unexpected situations and accidents
occur during the tour
- Traffic accidents
- Unexpected incidents: Customers
lose items, get robbed, argue
Objective
Weather problems: weather can
change erratically and affect outdoor
trips.
Solution
- For serious injuries, call an ambulance promptly.
Ensure customer health and life. Minor incidents:
handle calmly, seek swift first aid from medical
staff.
- Tour guides stay calm, apply professional
knowledge to handle situations, and contact the
company for resolution. Reassure and instill
confidence in customers.
Have a pre-trip backup plan and adhere to the
schedule once the weather stabilizes. Monitor
weather closely and prepare necessary equipment
based on conditions for customer safety.
Thank
You!