Carevelle Saigon Hotel

-
Understanding the
Structure and Risks
By

HMO102 Nguyễn Đại Lợi Bùi Hữu Khang

Nguyễn Thị Thu Đào Nguyễn Lý Thục Đoan

Nguyễn Ngọc Hân Phạm Minh Hằng

 Table of Contents
I/ Introduction

II/ Model of personnel

organization in hotel

III/ Operational issues of

the hotel

IV/ Sustainable in
hospitality
https://ezweb.vn/blog/4-luu-y-seo-website-my-pham-can-nho-cho-nguoi-moi-bat-dau.html
INTRODUCTION
 Introduction

- Caravelle Saigon Hotel was built on Christmas 1959.

- A golden location (near the Opera House, Notre Dame
Cathedral, Dong Khoi Street with historical imprints, Nguyen Hue
walking street or Ben Thanh market).
https://www.tripadvisor.com/LocationPhotoDirectLink-g293925-d306255-i76248616-Caravelle_Saigon-Ho_Chi_Minh_City.html
MODEL OF PERSONNEL
ORGANIZATION IN HOTEL
 MODEL OF PERSONNEL ORGANIZATION IN HOTEL
9 department
1. Room department
2. Dining department
3. Marketing department
4. Entertainment department
5. Sports department
6. Technical department
7. Accounting department
8. Human Resources department
9. IT Department
9 department heads
1. Rooms Division Manager
2. F&B Manager
3. Sales & Marketing Manager
4. Entertainment director
5. Sports director
6. Chief engineer
7. Chief Accountant/ Accounting Manager
8. Administration/ HR Manager
9. IT Manager
 Room department

1. Rooms Division Manager

Front desk department Room department

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 Room department
1. Rooms Division Manager
Front desk department (FO)
Receive customers for check-in and check-out procedures.

Bell man Receptionist Cashier, Reservation

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 Room department
1. Rooms Division Manager
Housekeeping department
Department responsible for cleaning the room
and ensuring that the rooms are always set to
the hotel's standards.

Housekeeping, Public Area cleaner

Linen Room, Laundry

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 Dining department
2. F&B Manager:
Provides food service to customers staying at the hotel.

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 Dining department
2. F&B Manager:

Restaurant Chef

Bar
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 Marketing department

3. Sales & Marketing Manager:

Manage the finances and ensure the hotel's profits.

Sales

PR

Guest Relation

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 Entertainment department
4. Entertainment Director
4.1. Role

Meet diverse needs to satisfy customers

for rest and entertainment
Planning, organizing and controlling the
operating budget
 Entertainment department

4.2. Products
Spa, wellness
and makeup

Organizing conferences,
big events
https://www.caravellehotel.com/vi/home-vi/?fbclid=IwAR321qG7UFRPVeqgiAec_fDmi8nP36WsjCLq-Jf1wnGggjkVTz5uVrC958I
 Entertainment department
4.2. Products
Wedding photography,
honeymoon

Casino - Vesga club

https://www.caravellehotel.com/vi/home-vi/?fbclid=IwAR321qG7UFRPVeqgiAec_fDmi8nP36WsjCLq-Jf1wnGggjkVTz5uVrC958I
 Sports department

5. Sports director
5.1. Role

Enabling customers to want more

entertainment options and
different experiences
 Sports department
5. Sports director
5.2. Products

Swimming pool

Fitness Center

https://www.caravellehotel.com/vi/home-vi/?fbclid=IwAR321qG7UFRPVeqgiAec_fDmi8nP36WsjCLq-Jf1wnGggjkVTz5uVrC958I
 Technical department
6. Chief engineer
Responsible for the efficient operation of the entire hotel and all equipment,
ancillary repair and maintenance services and protection of the Owner's property.
Responsible for all structural parts of the resort as well as the maintenance of
ground and exterior facilities.

 Electrical engineer
 Electronic equipment
maintenance engineer
 Network maintenance
Google.com
engineer
 Accounting department

7. Chief Accountant/ Accounting Manager

7.1. Role

The people in this department are the people who

manage the books or manage the company's revenue
and expenditure or make business plans, financial plans.
 Accounting department
7. Chief Accountant/ Accounting Manager
7.2. Parts

o General Accountant
o Debt Accountant
o Auditor
o Cashier
o Cash keeper
o Purchaser
o Store Keeper

www.google.com
 Human Resources department

8. Administration/ HR Manager
8.1. Role

People in this department often

manage work related to the organization
and management of personnel, as well
as legal matters.
 Human Resources department

8. Administration/ HR Manager
8.2. Parts

Chief of Security
> Security <

HR Manager
> Payroll/ Insurance
> Legal Officer

www.google.com
 IT department

9. IT Manager
9.1. Role

Manage network systems, IT

application systems for hotel
operations
 IT department
9. IT Manager
9.2. Parts

IT man
www.google.com
OPERATIONAL ISSUES
OF THE HOTEL
 OPERATIONAL ISSUES OF THE HOTEL
1. The problem of staff disrespecting customers
 OPERATIONAL ISSUES OF THE HOTEL
1. The problem of staff disrespecting customers
Details of the incident:
Staff of 5-star Caravelle Saigon hotel 'sarcastic' guests on social media

Nhân viên khách sạn công kích khách trên mạng xã hội. Ảnh
Bài đăng review của tài khoản Facebook A.L. Ảnh: chụp màn hình
Kenh14
 OPERATIONAL ISSUES OF THE HOTEL
1. The problem of staff disrespecting customers
Handling measures of Caravelle Saigon
 OPERATIONAL ISSUES OF THE HOTEL
1. The problem of staff disrespecting customers
Handling measures:

- Receive customer complaints

- Apologize to guests for their dissatisfaction
- Ask for customer information and employee information that makes guests unhappy
(including name, department, reason for dissatisfaction ...)
- Call and transfer the incident information to the employee's direct manager for
handling, and promise the guest will not let this situation happen again
- Check customer satisfaction
- Give heavy punishment if the staff has a disrespectful attitude towards guests
- Open a service attitude training class for employees
 OPERATIONAL ISSUES OF THE HOTEL

2. High operating costs

 High rate of staff per room

 High training costs

 A large number of senior staff

 OPERATIONAL ISSUES OF THE HOTEL

2. High operating costs

 The proportion of staff salaries in

total revenue in 2018 increased by

1.5%.

 Negatively affect the overall

operation in the present and in the

future.
https://www.meinvoice.vn/tin-tuc/1948/hoa-don-dien-tu-giam-chi-phi-kinh-doanh/
 OPERATIONAL ISSUES OF THE HOTEL

2. High operating costs

 Government's regulations on
increasing the minimum wage for
employees.
 The staff-per-room ratio of five-
star hotels is high.

https://bachkhoaluat.vn/cam-nang/1575/-cac-chi-phi-khac-co-lien-quan-gom-nhung-chi-phi-gi-
 OPERATIONAL ISSUES OF THE HOTEL

2. High operating costs

Employees and senior

managers who have worked
for many years and paid high
salaries.

https://vietnamnet.vn/vn/kinh-doanh/tai-chinh/muc-luong-cao-nhat-trong-cac-doanh-nghiep-tai-
ha-noi-la-bao-nhieu-421723.html
 OPERATIONAL ISSUES OF THE HOTEL

2. High operating costs

 The cost of staff training is

also very large
 The investment to renovate
the hotel.

https://grabviec.vn/files/Grabviec-Hong/training-la-
gi-1.jpg
Sustainable
in
Hospitality

https://insights.ehotelier.com/insights/2020/05/12/sustainability-hotels-make-it-possible/
 Sustainable in Hospitality

Environment is a big problem that most countries

throughout the world are concerned about.

https://fr.depositphotos.com/79077060/stock-illustration-environmental-pollution-and-environment-protection.html
 Sustainable in Hospitality

“Sustainable development in Hosbitality”

The The
development development
Society and the
of the and
safeguard of the
economy. management of
natural
environment to the tourist
ensure the lodging
planning. business .
 Sustainable in Hospitality

The first and only Gold

Certified hotel
granted in Vietnam
by EarthCheck since
2015.
Caravelle now utilizes 215 mega jules (MJ)
each guest night on the Energy Usage
Index, well below the basic consumption in
the host sector (291 MJ per night).
https://www.rustycompass.com/vietnam-travel-guide-233/ho-chi-minh-city-4/hotels-15/caravelle-hotel-saigon-238#.YLud7fkzbIU
 Sustainable in Hospitality

“Green
principles”

https://www.wsj.com/articles/hotels-fund-more-cleaning-by-cutting-room-amenities-and-breakfast-buffets-11590183440
 Sustainable in Hospitality

“Green practices”

- Emissions of greenhouse gases

- Efficiently use energy
- Management of water resources
- Ecosystem management and conservation
- Social-cultural Management
- Clean fuel management