Well-being Activities in Modern Five-Star Hotels in Vietnam

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Vistula School of Hospitality
Faculty: Tourism and Recreation
Program of Study: Hospitality Management
Pham Thi Phuong Quyen
18234
WELL-BEING ACTIVITIES IN
MODERN FIVE - STAR
HOTEL IN VIETNAM
Bachelor’s thesis written under the supervision of
Katarzyna Dzioban
Warsaw, 2022

ACKNOWLEGEMENT
In order to carry out this research, I would like to express my deep gratitude to the
teachers of Vistula University, who have imparted invaluable knowledge and experience so
that I can confidently step into the world. The new school prepares for the future, especially
Ms Katarzyna Dzioban - who guided me to answer questions, wholeheartedly help me
approach practical problems and give advice to help me improve this thesis.
I would like to sincerely thank the board of directors, officers and employees of the
housekeeping department of .... for creating favorable conditions for me to learn about
practice during the internship at the company. Finally, I would like to thank Mr. Doan Vi
Hien, the director of the housekeeping department, for helping and providing practical data
for me to successfully complete this graduation thesis.
Because of my limited knowledge in the process of practicing and perfecting, I
inevitably make mistakes, therefore I look forward to receiving suggestions from teachers.
Thank you very much!

Table of Contents
ACKNOWLEGEMENT.........................................................................................................................3
INTRODUCTION ..................................................................................................................................1
1. Urgency of the topic....................................................................................................................1
2. Target..........................................................................................................................................2
3. Research scope............................................................................................................................2
4. Research Methods.......................................................................................................................3
5. Structure of the topic...................................................................................................................3
CHAPTER 1: THEORETICAL BASIS ABOUT HOTEL IN VIET NAM ...........................................3
1. The definition of hotel.................................................................................................................3
2. Different types of hotels..............................................................................................................3
3. Product features of hotel ...............................................................................................................10
3.1. Services are intangible products ............................................................................................10
3.2. Inseparability..........................................................................................................................10
3.3. Variables ................................................................................................................................11
4. Factors involved in production in the hotel ..................................................................................11
4.1. Customer................................................................................................................................11
4.2. Internal factors .......................................................................................................................13
5. Characteristics of the hotel business.............................................................................................15
CHAPTER 2: GENERAL INFORMATION ABOUT THE RENAISSANCE RIVERSIDE HOTEL
SAIGON ...............................................................................................................................................17
1. History of establishment and development of Renaissance Riverside Hotel Saigon................17
2. Overview of Marriott Corporation............................................................................................18
2.1. Location of hotel....................................................................................................................19
2.2. Products and Services ............................................................................................................21
2.3. Achievements acquired..........................................................................................................26
2.4. Organizational structure of hotel Renaissance Saigon...........................................................27
2.5. Organizational chart...............................................................................................................27

2.6. Products & Services...............................................................................................................30
3. A brief overview of the marketing activities of Renaissance Saigon Hotel in recent years .....32
4. Future development direction ...................................................................................................32
CHAPTER 3: CASE STUDY...............................................................................................................33
1. Tourism development orientation of Vietnam's tourism industry in the context of the Covid-19
epidemic............................................................................................................................................33
1.1. The current situation of Vietnam's tourism industry during the Covid-19 pandemic.......33
1.2. Post-Covid-19 Tourism Trends.........................................................................................35
1.3. Coping with the epidemic: .....................................................................................................36
CHAPTER 4: RECOMMENDATIONS...............................................................................................37
4.1. For the State...............................................................................................................................37
4.2. For Vietnam National Administration of Tourism.....................................................................37
CONCLUSION.....................................................................................................................................38

INTRODUCTION
1. Urgency of the topic
Following the development of the trend of globalization and deepening economic
integration, Vietnam has increasingly proved its position in the international market by
officially joining world organizations such as WTO, WHO, AFC, etc.. build bilateral and
multilateral relationships with countries, giving the domestic economy opportunities to
expand exchanges, learn management experiences, and apply scientific advances. With
modern technology or expanding trade and cooperation between regions, countries not only
contribute to the development of the economy in general, but also promote the development
of other industries, especially tourism.
As people's quality of life improves, the requirements for material and spiritual
satisfaction are increasing. To meet this growing demand, the tourism industry in general and
a series of companies operating in the service sector has grown with increasingly diverse
levels of service provision. Besides, when the response level of the service industry is
increasing, the requirements for standards, quality or the use of product experience of the
service industry by people are inevitable. With these trends, more and more companies
operating in this field are springing up, making the level of competition increasingly fierce,
creating great opportunities for provinces, cities or localities that have tourism potential.
However, not every company or business can do this. In order for their products and services
to be favored by customers and stand firm in the market, companies or businesses must
constantly improve the quality of their services. Therefore, not only following the price
competition but also the quality competition also makes service providers to hesitate.
It is easy to see that tourism services have been bringing more and more income to
our country. With the diversity of products and services of the tourism industry, it has
attracted all economic sectors to participate, bringing income to companies and businesses
that do business directly but indirectly for related production industries, producing profits for
nearby residents. In the service sector, the hotel business is one of the key areas, becoming
the most profitable industry through the utilization and exploitation of tourism resources in
each locality. In addition to providing services for the essential needs of people such as
accommodation and meals, it also provides additional services such as spa, gym, massage,

entertainment, ...
The hotel industry in Vietnam is growing strongly to meet the increasing needs of
people. Especially in the current post-Covid-19 time, all hotels need to have an effective and
appropriate business strategy to maintain operations and prepare well for the next phase.
Currently, in Ho Chi Minh City, there are more than twenty-four- to five-star luxury hotels.
Among them, it is impossible not to mention the hotel with a long history of development.
Passion for the hotel industry was the driving force that helped me study for three years at
university, and this passion pushed me to apply for a part-time job at Renaissance Riverside
Saigon Hotel. While working here, I was exposed to the environment is very professional and
interesting experiences at work.
Stemming from the above practical issues, in the process of working and researching
Renaissance Riverside Saigon Hotel, I decided to choose the topic: "Sports, recreation, spa,
wellness – the offer of modern hotel industry on the example of a specific hotel facility" to be
the research topic for my university thesis.
2. Target
This is a theoretical research topic to understand the activities of attracting
international guests of Renaissance Riverside Saigon hotel in the pastime and activities to
maintain and attract domestic guests to use the service in the post time of Covid - 19. Based
on the theoretical basis of services, conduct analysis and evaluation of service quality and
customer care at the hotel, thereby realizing the advantages or limitations of the hotel in the
way of service. Analyze the factors affecting the perception and satisfaction of customers
when using services at the hotel in order to find some solutions to improve the position of
Renaissance Riverside Saigon hotel with other hotels in Ho Chi Minh City.
3. Research scope
 Spatial scope: the research project was conducted at the Renaissance Riverside
Hotel Saigon of Marriott Group
 Time range: figures provided for the year 2021

4. Research Methods
● Primary research: collecting data in the company, observing reality, surveying
customers.
● Secondary research: textbooks and documents on tourism and tourism service
quality, books and documents from the internet.
5. Structure of the topic
The thesis consists of 3 main parts:
● Chapter 1: THEORETICAL BASIS ABOUT HOTEL IN VIET NAM
● Chapter 2: GENERAL INFORMATION ABOUT THE RENAISSANCE
RIVERSIDE HOTEL SAIGON
● Chapter 3:
CHAPTER 1: THEORETICAL BASIS ABOUT HOTEL IN VIET NAM
1. The definition of hotel
The term Hotel arose in French towards the end of the seventeenth century, although
it was not widespread in other countries until the nineteenth century. According to the
Government's 88/2008/TT-BVHTTDL, a hotel is a tourist lodging institution with a size of
10 beds or more, providing the quality of facilities and equipment. required equipment and
services to accommodate tourists staying and utilizing the service.
A hotel is a sort of business that is legally registered with the intent of producing a
profit. A hotel is a fully equipped lodging establishment that meets the needs of guests.
Guests may enjoy dining, entertainment, and a range of other services while staying at the
hotel. The hotel is a robust architectural work, with many guestrooms, several storeys, and
specialized equipment and furnishings for business accommodation services, as well as a
variety of other services.
2. Different types of hotels
We can categorize hotel kinds based on several criteria:

According to the star system:
 one-star hotels
 two-star hotels
 three-star hotels
 four-star hotels
 five-star hotels
The following characteristics are used to determine the hotel star rating in Vietnam: location,
architecture, equipment and service facilities, service and service level, personnel, and toilet.
The larger the hotel, the more services it offers, and the higher the number of stars it receives.
Size of the room:
 Small hotels have 1 to 150 rooms.
 Medium hotels have 151 to 400 rooms.
 Large hotels have 401 to 1500 rooms.
 Mega hotels have more than 1500 rooms.
Commercial Hotel
Mainly serving customers on business trips, but often serving delegates to seminars,
conferences, traveling groups or individual travelers. There is room service, coffee shop,
cocktail room, bar, business center, medical services, entertainment services for guests, ...
Figure 1: Commercial hotel

(Source: Hoteljob)
Destination Hotel/Resort
Mainly serving guests on vacation and convalescence. This type of hotel operates
seasonally or year-round, often far from the city but convenient for travel.
Figure 2: Resort hotel
(Source: Hoteljob)

Motel
They are mainly for guests with moderate budget. It provides high quality standard
services, mainly accommodation needs and may or may not have food service; located in
places far from the city center but close to the main highway or traffic hub (train station,
airport,..) Customers are usually families, guests with limited budgets, seasonal travelers and
conference attendees.
Figure 3: Motels
(Source: Hoteljob)
Suite (Apartment hotel)
Spacious accommodation, a separate living room and self-contained kitchen facilities.
This market includes long-term guests, vacationers and traders. This type of hotel often
develops in large cities where people often move and cannot find a permanent place to stay.
Figure 4: Apartment hotel

(Source: Hoteljob)
Airport Hotel
The location is close to the airport, serving most types of customers because it is very
convenient for travel. The market includes airline passengers, crew, and business travelers.
Airport hotels usually operate all day and night, check-out and check-in procedures at any
time of the day, serving guests with unexpected flight delays.
Figure 5: Airport hotel

(Source: Hoteljob)
Hostel/Inn (Budget hotel)
Not located in the city center, located near bus stations, train stations with minimal
amenities. The target audience is the average customer; the budget is moderate.
Figure 6: Budget hotels

(Source: Hoteljob)
Casino Hotel
The chamber and the food are mainly intended to provide for gambling. This type of
hotel is usually very luxurious with famous entertainment forms that attract customers.
Figure 7: Casino hotel

(Source: Hoteljob)
In the form of ownership
Private hotels:
Hotels whose owner is an individual or a liability company limited liability. The
investor self-operates, manages the hotel business and bears it responsible for the final
business results of the hotel.
State hotels:
Hotels with initial state capital, owned by an organization or company State-owned
enterprises are responsible for operating and managing and in the course of doing business
must solely responsible for the final business results of the hotel.
Joint-venture hotel:
A joint venture hotel is owned by two or more economic sectors participating in the
construction Build and distribute profits according to the capital contribution ratio managed
by management in the form of hiring a director, franchising or hiring a management company.
3. Product features of hotel
3.1. Services are intangible products
Unlike physical products, services cannot be seen, tasted, or felt see before you buy.
For example, before boarding a plane or a car, the customer has nothing, except a plane ticket
and a guarantee of product quality at the destination. Hotel sales force employees can't bring
a bedroom to sell through room sales calls. In fact, they cannot sell rooms, but only sell room
use rights for a specified period of time. Therefore, the quality of hotel products is difficult to
measure accurately because it depends on the perception of guests.
3.2. Inseparability
Most hotel and restaurant services, both service providers and guest’s inseparable
goods. Customer contact with employees is an important part of the product. Food in a
restaurant may not be perfect, but if people inattentive, superficial or inattentive service
provision, customers will have underrated the restaurant's experience. With impossibility

showing the interaction between a supplier and Customers create service consumption.
3.3. Variables
Service is easy to change, the quality of the product depends largely on the person
provided and when and where they are provided.
4. Factors involved in production in the hotel
4.1. Customer
The customer is the person directly involved in the production process of the
customer's product hotel, guest satisfaction is the determining factor for the existence of the
hotel. Therefore, studying the needs and expectations of customers is an essential factor that
determines the quality of the hotel's products.
Customer's need
Figure 8: Maslow's Hierarchy of Needs
(Source: Google)
According to Maslow, human needs are divided into 5 levels from low to high.

starting from essential needs to supplementary needs. Since then those who perform Tourism
needs to master and understand clearly what their customers want them to be served at in
order to serve them in accordance with their wishes. If this need is not satisfied, there will be
no further needs.
When physiological needs are satisfied, people develop a need for safety. Customers expect
their life and property to be guaranteed when staying in the hotel. Higher than social needs
People live in society with so many relationships attachment system, which not only helps
them get mentally refreshed and responsible, but also provides them with useful knowledge
about the world around them. Currently, many hotels have invited leading experts in the
fields come to talk to guests about issues they care about, provide training for Our employees
are not only about their professional expertise but also about their skills communicate with
guests, helping guests to integrate into the hotel's atmosphere naturally. People don't just need
to be able to communicate with people, they need to be respect others. In hotels, it's equality
in treatment, they need equal attention and right to attention. Therefore, employees not only
know how to receive requests from guests but also have to learn each person's preferences,
respect those preferences in order to best meet the needs of guests, making guests feel that
They are being cared for and respected. Finally, the highest need is the need for self-
actualization. Humans are always there is a need to demonstrate one's own ability, and that
ability must be acknowledged by others. Customers are always right is a criterion throughout,
existing in all hotels.
In fact, this hierarchy of needs can vary according to preferences, circumstances, not
rigid at all. People can have many different needs at the same time low to high. Therefore, the
empathy and sophistication in the service staff is assessed as bringing a desired service to the
customer and not always the customer. Customers also expect to satisfy all needs in the
hierarchy of needs.
Customer service expectations
Through research by experts in the field of translation, customer expectations goods
are represented by:
 Elegant manners: Attitude to behave elegantly with customers in all situations
is especially necessary to make the product or service perfect.

 Personal attention: The customer's expectation of personal attention is the
customer is important, so service providers must understand this properly in
order to create appropriate services. For example, when receiving an Indian
delegation, they never process ingredients from beef because for them, cows
are sacred animals to be worshiped… no personal attention means
discriminatory where guests' expectations must be properly taken care of
meaning above.
 Empathy: depends greatly on subtle ability, keen observation in hotel service
staff. The ability to feel and see desires of customers to create suitable
products is very necessary, need to be trained training and training as well as
gaining experience after many times of contact with customer.
 Professional knowledge: employees must understand the business as well as
the services and their current situation to promptly introduce to guests, in
order to satisfy satisfy their needs and meet their expectations.
 Camaraderie: a hotel can have many different departments, but for the
customer all is just one. Therefore, all stages must be carried out in harmony
with each other, there is no separation or deviation. Any small mistake leads to
misunderstanding of the whole system.
4.2. Internal factors
Suppliers are involved in the production and creation of products and services that
meet customer needs. Supplier factors include:
Geographical location of the hotel
Contributing to improving the competitive advantage of the business compared to
competitors and other hotel businesses. Usually hotels are built in places with tourist
resources such as: in big cities, cultural and political centers or in areas rich in natural
resources... At the same time, the hotel must be located near traffic axis, convenient for the
travel of guests.
Technical facilities

Equipment, facilities of areas, services are guaranteed to be complete, well-
functioning, and of suitable quality for each class. The equipment not only meets the quality
but also has to be beautiful to embellish the magnificent beauty of the hotel.
Staff
For hotels, customer satisfaction is very important, they always find ways to make
them feel satisfied with what they need, but the person who directly meets those requirements
is the service staff. However, very few of those employees have high qualifications but have
to interact with customers regularly and provide services to customers. According to experts
at a number of successful hotels, staff who directly communicate with guests have a
particularly important role. They not only give customers a pleasant feeling, leave them with
unforgettable impressions to create products The service was more than what they really
expected. Therefore, these employees, in addition to having high professional qualifications,
good communication skills, they need to be empowered within a certain limit, respected,
treated equally, encouraged, praised bonus... ie being given all conditions to complete the
task.
The role of managers
For employees to communicate, behind all their activities it is necessary to have the
influential hands of managers. If these effects are right, they will bring good results, on the
contrary, can harm your own business. That means managers must pay attention to the
motivation, needs, and maturity of each employee, from which to have the appropriate
behavior so that the employee voluntarily realizes the hotel's goals. with enthusiasm.
Product variety and quality
Hotel products and services increasingly increase their competitiveness and attract
customers. The hotel can be compared to a small city with a full range of services, where
customers satisfy all needs with a full range of normal such as dining, accommodation... to
the most advanced needs.
 Types of rooms: the hotel has many types of rooms: double rooms, single
rooms, special rooms, medium rooms ... the room types have different prices,

customers have a lot of choices according to their wishes.
 Food service: need to build a rich menu for customers to choose from. In the
menu, in addition to specialty dishes, there should be vegetarian, dietary, and
dishes of different ethnic groups suitable for the target customer market.
Besides diversifying products and services, it is necessary to improve the
quality of their products and services, the hotel regularly conducts surveys
through polls to know the exact preferences and tastes of each type of
customer, especially for the market. target customer market. At the same time,
the form of decoration of food and drink is also very important, especially
Vietnamese dishes must be decorated in such a way as to evoke a rich
imagination with vivid images that create the attractiveness of the dish.
 Regarding additional services: Renting meeting and conference rooms makes
the business segment quite profitable. However, the hotel has additionally met
the needs of guests. Especially with the housekeeping department being the
main business department of the hotel, paying attention to improving the
quality of services and diversifying products and services in this department is
a top priority for each hotel.
5. Characteristics of the hotel business
It is necessary to have certain conditions as well as the influence of many objective
and subjective factors in the hotel business. Based on the theory, the hotel has the following
business characteristics:
Hotel business depends on tourism resources at tourist destinations.
Tourism resources are the factors that promote and motivate people to travel. As a
matter of fact, where there are more tourist resources, there will be more tourists and vice
versa. For hotels, tourists are the most interested customers. Therefore, for places where
tourism resources are of high value and attractiveness, it is even more successful in the hotel
business. The hotel business is heavily influenced by tourism resources. If you want to build
a hotel for investment, you must first carefully study the potential of natural resources as well
as groups of potential customers and target customers who are easily attracted to the tourist
destination. from there to build and design the project so that it is reasonable. Because, the

large or small scale of the hotel at that tourist destination depends on whether the hotel has
the ability to receive tourism resources or not. At the same time, according to certain criteria
such as the value and attractiveness of tourism resources that determine the ranking of the
hotel. And when the objective conditions affecting tourism resources change, the hotel's
technical facilities must also be adjusted accordingly. Hotel business has a lot of impact on
tourism resources and also depends on tourist resources of tourist destinations. Then the
increase or decrease in value of tourism resources will be partly determined thanks to the
characteristics of architecture, planning and characteristics of the hotel's technical facilities at
the tourist destination.
Hotel business requires large amount of investment capital.
Unlike the small businesses that grow up, the hotel business requires a large
investment at the beginning in terms of technical facilities to create its own class and quality.
That is the requirement for the high quality of hotel products. The luxury and beautiful
modern equipment installed inside will determine the high or low rank of that hotel. The hotel
always wants to bring guests the most comfort, so the hotel's equipment and technical
facilities must be of high quality to achieve the hotel's goals. Those are the reasons for the
high investment costs. Some other reasons for high investment costs: the initial cost of
infrastructure, the cost of land for a project, the cost of land also depends on the area and
location.
The hotel business requires a relatively large amount of direct labor.
Hotel products are mainly service or service nature and this service cannot be
mechanized but only performed by service staff in the hotel. Spending time of guests is very
diverse, most staff must be available 24/24 to be able to meet the needs of guests in the best
possible way. Therefore, the hotel must employ a large number of direct service workers. The
large number of workers means higher labor costs. But always have to prepare enough human
resources to improve the quality of hotel services. With the hotel business having to depend
on each season, making it difficult to recruit, select and allocate positions, so reducing labor
costs reasonably is a challenge in the hotel business.
Regular hotel business

The hotel business will also be influenced and governed like other industries: natural
laws, socio-economic laws, human psychological laws. For example, natural resources at a
tourist destination change, fluctuating with the seasons of the year. Each season will create a
unique attraction of the resource for tourists. From there, it causes seasonal fluctuations in the
amount of tourism demanded to tourist destinations. Therefore, the hotel business also
changes with the seasons, especially the resort hotels in tourist destinations in the sea and
mountains. Regardless of the rule of law, it has caused negative or positive impacts on the
hotel business. The problem is to study the laws and their impact on the hotel. From there,
come up with the most effective solutions to overcome their adverse effects and promote the
beneficial effects in order to develop their business.
CHAPTER 2: GENERAL INFORMATION ABOUT THE
RENAISSANCE RIVERSIDE HOTEL SAIGON
1. History of establishment and development of Renaissance Riverside Hotel
Saigon
In 1990, the plan to build the hotel in the present location was based on the original
idea of a 3-star hotel with only 12 floors. But after many surveys about its geographical
location, scale and future potential, investors realized that this precious land is completely
suitable and ideal for building a 5-star hotel along with the advantage of the Saigon River
landscape and convenient for visitors to walk into the city center. From there, the 5-star
Renaissance Riverside Saigon hotel was built, started in 1993 to July 1999, completed and
officially operated on October 14, 1999.
Renaisance Riverside Saigon Hotel is owned and managed by Marriott International,
Inn. Renaissance is one of Marriott's major branches, present all over the world. Particularly
in Ho Chi Minh City, there is only one Renaissance Riversiade Hotel Saigon. This is a luxury
hotel with 21 floors, panoramic views of the Saigon River and the city, along with an
increasingly rich and diverse system of additional services. The hotel has 336 rooms with
comfortable space and modern equipment, including standard rooms and high-class rooms.
Two restaurants Viet Kitchen and Kabin provide customers with wonderful culinary
experiences with international dishes, Chinese dishes and typical dishes with local influences.
 Rbar located right in the main lobby of the hotel is a modern and stylish bar;
 Atrium lobby on the 5th floor is an ideal place for customers to relax.

 Liquid Sky Bar with open space at the rooftop is suitable for lively parties by
the pool.
Besides, other facilities such as gym with full equipment, Spa area with accompanying
services and outdoor swimming pool bring comfort to customers' stay.
2. Overview of Marriott Corporation
Marriott was founded by John Willard Marriott in 1927 when he and his wife, Alice
Sheets Marriott, opened a root beer bar in Washington, DC – this was the stepping stone to
Marriott's food tourism business. Realizing the potential development of the tourism - hotel
industry in Vietnam, in 2013 the JW Marriott brand first set foot in the S-shaped country. Up
to now, Vietnam has developed 3 branded hotels JW Marriott.
Figure 9: Renaissance Riverside Saigon hotel logo
(Source: Renaissance Riverside Saigon Hotel)
Renaissance Riverside Saigon Hotel after the logo change event took place in the middle of
May 2010, Renaissance completely changed from appearance to service quality, towards a
higher standard in order to bring customers the best experience. completely new, affirming
the level of service quality.

Figure 10: Renaissance Riverside Saigon hotel logo before and after renovation
Before and After Innovation Renaissance Core Value:
Intriguing: Renaissance offers evocative experiences and urges exploration at every
angle that sensory perception brings. give guests a more enjoyable life. Everywhere in the
Renaissance hotel, guests always have the opportunity to see, feel, try, sip and listen to
something new. Indigenous – bold locality: the local character where the Renaissance hotel is
located is expressed in every angle. This is the easiest way to discover the peculiarities of
each locality. Independent – features: Like guests, Renaissance is independent in thinking and
proud of its unique features. Renaissance always offers the best selection to make your
guests' time and trip truly memorable.
Renaissance's position: “No matter where or why you travel, there's always something
wonderful new to be found”.
2.1. Location of hotel
 Address: 8-15 Ton Duc Thang, District 1, City. Ho Chi Minh
 Tel: 08 8220033
 Fax: (+84-28) 3824- 4636
Geographical location: Located in one of the most beautiful land on the banks of the
Saigon River, Renaissance Riverside Saigon Hotel is located in the business and commercial
center of Ho Chi Minh City. With a beautiful landscape, one side is the Saigon River drifting
by, with colorful tourist boats, with ferry piers transporting guests to the river every day, on
the other side is the bustling city of people, cars, buildings. high-rise, brilliant lights at night.

From the hotel, it only takes 20 minutes to Tan Son Nhat international airport, 10
minutes to Ben Thanh market, the City People's Committee, the City Theater, Notre-Dame
Cathedral and very close to restaurants and bars coffee shop very convenient for tourists who
like to explore on their own. Geographic location is the first factor that creates a competitive
advantage for hotels. This is the location that many hotels dream of.
Building architecture
Most city hotels share the same cubic design of box houses and high-rise buildings,
however, to create their own nuances, each hotel chooses its own unique, non-duplicating
architecture. The hotel is designed with the name Renaissance, following the French
Renaissance architecture, luxurious, elegant, no less sophisticated with unique pattern lines.
The decorations are carefully cared for, bearing local characteristics such as paintings of
young women in ao dai, conical hats, young rice pots, lotus flowers, pictures of farmers,
buffalo plowing fields, or fisherman netting fish.
Facilities - technical equipment
 Electrical system: the hotel has an electrical system connected to the national
electricity network, providing electricity for the entire hotel. In the event of an
unexpected power outage at the hotel, the generator system will be turned on to
ensure 24/7 power supply.
 Water system: the hotel is equipped with a clean water filter system and a modern
swimming pool water filter system to ensure safety and hygiene for guests when using.
 Air conditioning system: the hotel's air conditioning system is a general air
conditioning system that is monitored and checked daily to ensure a stable
temperature.
 Fire protection system: the hotel is equipped with an automatic fire extinguishing
system, each floor and each room is equipped with fire extinguishers - where they can
be used easily. Each floor is also provided with electrical panels indicating the exits in
the event of an incident.
 Computer system: all departments are equipped with computers, connected to ADSL
network, and intranet, creating convenience for employees in office work. There is
also a Wifi wireless network system for guests to use laptops and mobile phones.

2.2. Products and Services
Bedrooms The hotel has a total of 349 rooms, fully equipped with beds, wardrobes,
safes, desks, telephones, coffee machines…
Deluxe rooms and in-room amenities The bedroom business is the main revenue-
generating activity. Therefore, the hotel has a team specialized in this field, how to improve
room capacity, and has a specific price policy for each guest and season.
Restaurant and Lounge The hotel has a total of 2 restaurants and 3 lounges.
Riverside Café Restaurant
Figure 11: Riverside cafe restaurant
European-style restaurant with a light, simple but luxurious and cozy design.
Specializing in serving international buffet dishes (International Buffet) and ordering dishes
according to Menu (Alacat), located on the ground floor of the restaurant, just a transparent
glass panel from Ton Duc Thang street. Visitors can enjoy delicious food while watching
people pass by.
Kabin Flower Restaurant
Located in the lobby area, serving all kinds of drinks, tea, coffee, cakes, the restaurant

is designed and decorated according to impressive Chinese architecture, with private rooms
suitable for family parties, entertaining customers... The restaurant specializes in serving
dishes with bold Cantonese flavor, Chaozhou, Beijing… Kabin restaurant is located on the
first floor of the hotel.
Figure 12: Hoa Kabin Restaurant
Lobby Lounge Atrium Lounge
Located on the 5th floor. This is the most impressive and special lobby because it is
located in the middle of the skylight, which is the "atrium" of the hotel. Quiet Atrium is a
suitable place to work, meet friends and partners. Evening is a paradise to enjoy the piano
sound, sip a few glasses of wine. Atrium mainly serves alcoholic beverages, from beer, spirits
to elaborate and sophisticated cocktails. Lobby Lounge provides added services that make
hotel products richer.
Figure 13: Lobby Lounge Atrium Lounge

Club Lounge
Located on the 18th floor, this lobby specializes in serving free drinks for VIP guests
of the hotel and quick check-in and check-out services. Although it does not directly generate
revenue, Club Lounge contributes to enhancing the value of services for VIP guests, making
guests feel really comfortable.
Figure 14: Club Lounge

The hotel has 2 areas for banquets and conferences; Mimosa – 19th floor: with a capacity of
30 guests, this is the room for important meetings and conferences.
Figure 15: Mimosa meeting room
(Source: Vietnamtour)
When needed, it can be assembled into a large room for banquets with a capacity of
more than 150 guests, suitable for weddings, parties, birthdays...
Figure 16: Renaissance Riverside Saigon hotel swimming pool

The Health Club service, also known as a health club, includes a gym with modern
exercise machines, sauna, massage, nail care and a swimming pool on the 21st floor of the
hotel. hotel. Not only serving guests staying at the hotel, Health Club also sells membership
cards for customers who need exercise and health care.
Figure 16: Gym

M lounge
Located on the 1st floor of the entrance to Ngo Duc Ke Street with a modern,
luxurious and spacious space. Suitable for meetings with friends and colleagues. The Lounge
serves wine, cocktails and typical Southeast Asian cuisine.
Figure 17: M Lounge
(Source: Royale club)
Guests can enjoy a good time, comfortably singing with a professional karaoke
system, located inside the Royale club. In order to meet all the entertainment needs of visitors,
it is indispensable for a gaming room with modern and diverse facilities. The staff is always
ready to help. In addition, the following services are available: Babysitting service, Concierge,
Currency exchange, car rental service, Facilities for the disabled, Room service 24/24,
Souvenir shop …
2.3. Achievements acquired
Renaissance Riverside Saigon Hotel was voted by the Vietnam National
Administration of Tourism as one of the top 10 hotels in Vietnam with the best efficiency and
service (2008-2010) and one of the top five hotels in Ho Chi Minh City. Ho Chi Minh City

was voted by the Department of Culture, Sports and Tourism of Ho Chi Minh City in 2011.
Renaissace Riverside is also evaluated as an energy efficient building - protecting the
environment, winning the second prize of "Effective energy management building" voted by
the Ministry of Industry and Trade in 2011.
2.4. Organizational structure of hotel Renaissance Saigon
Headed by the General Manager, who is responsible for organizing and managing the
activities of all guests, setting the direction of operation, organizing the hotel's management
apparatus and operating all employees, internal relations, external relations with customers
and partners, take the highest responsibility before the Company. Next is the Deputy General
Director, assisting and advising the General Director in the organization, operation and
management of the hotel, authorized to handle everything and retain the executive power in
the absence of the General Director. The General Director is responsible before the State and
the Law. Next is the executive director, the financial director, the sales director, who directly
organizes, inspects and supervises the hotel's operations, with managers and department
heads in each department.
2.5. Organizational chart
The organizational chart can be demonstrated as below:
Figure 17: Organizational chart
Functions and duties of departments

Sales and Marketing Department:
Sales and Marketing Department is one of the important rooms of the hotel, acting as
a bridge between the hotel and domestic and foreign companies and travel agencies.
 Advising the Director in business - marketing.
 Planning short-term and long-term business strategies.
 Organize the implementation of the plan to the relevant departments in each period and
event of the year.
 In charge of sales & marketing (trade promotion, contract signing, advertising, external
relations) to domestic and foreign customers.
 Create a good relationship with customers, ensure a stable customer source.
Planning and Investment Department:
 Advising the Director in planning - investment.
 Planning to purchase materials and equipment for the whole hotel.
 Planning maintenance, repair, construction for the hotel.
 Manage warehouse, goods and supplies of the hotel.
 Statistical report on business plan data.
 Make a business plan for the unit (take care of the general plan)
Accounting - Finance Department:
 Advising the Director in accounting and finance work.
 Ensure financial revenue and expenditure in accordance with regulations.
 Keep the capital of the hotel safe.
 Coordinate with functional departments, guide financial regulations, statistics
 Follow up debt.
 Keep financial documents safe.
 Asset management according to regulations.
Department of Human Resources
 Advising the Director in administrative and human resource organization
 Management of all hotel personnel.
 Settlement of salary and policy for employees

 Track incoming and outgoing dispatches, draft documents for the hotel.
 Manage the training and coaching of hotel staff to best meet the job needs.
 Take care of workers' lives.
Maintenance Technical Department:
 Regularly monitor and check equipment throughout the hotel to ensure that it is
adequate to serve guests.
 Ensure the safety of Fire Prevention and Fighting equipment to promptly handle
incidents when incidents occur.
 Timely replacement and repair of damaged equipment
 Maintain adequate supplies for replacement when needed.
 Good management of allocated materials, not letting the situation of loss in order to
serve business effectively.
Reception Department:
 Arrange for guests to rent rooms at the hotel.
 Promote search and receive pre-ordered customers online.
 Serving luggage for guests safely to the room. - Coordinate with security guards to
maintain order and security
 Answer questions, support customers when they need advice and help. g) Room
Department:
 Ensure room hygiene and equipment in the room is complete and clean
 Keeping the lobby, corridors and public areas clean.
 Maintain property for guests, regularly check the equipment in the room to report to
the technical department for timely handling.
 Keep towels, drags, blankets, pillows clean, enough quantity to serve customers
attentively
 Coordinate with the Reception Department to make the payment for the services in
the room that the guest has used.
 Coordinate with bonsai suppliers to keep the trees fresh and clean.
 Serving customers wholeheartedly and thoughtfully.
 Ensure Fire Safety in the bedroom area.
F&B Department:

 Organize a variety of highly effective business programs.
 Ensure good service quality of staff to customers.
 Keep the business area clean and beautiful, decorated in accordance with the business
model.
 Promote the business of À La Carte services and outside parties.
 Keeping property safe, not losing, less broken to serve customers.
 Secure the property of guests when entering the restaurant
Kitchen Department:
 Ensure the quantity and quality of dishes when serving guests.
 Ensure food safety and hygiene, do not allow poisoning to occur.
 Ensure the import, export and preservation of food in accordance with regulations,
without damage or loss.
 Ensure labor safety and prevent fire and explosion.
Health Club:
 Effectively organize gym, swimming pool, massage business.
 Ensure massage business in accordance with regulations.
 Ensure security and order and prevent fire in the area
 Ensure the safety of guests when using the swimming pool.
 Good management of assets, goods and effective business services.
2.6. Products & Services
Renaissance Riverside Saigon Hotel provides its main products are accommodation
and dining. However, besides that, the hotel also offers other additional services such as:
laundry service, swimming pool, organizing all kinds of parties, conferences, spas, bars ...
These services are for supplementary purposes. enrich the services of the hotel. In order to
implement these services, the hotel has built a policy of rich and diverse products and always
close to reality, with the needs of guests to create conditions for customers to choose and
choose from. can provide many levels of service to different types of customers.
The hotel has 4 types of rooms:

 Superior: City view with king-size bed or single bed, 33m2.
 Deluxe: Room is decorated to a higher standard with city view, 37m2
 Deluxe Club: Rooms are decorated to a higher standard with city views. Guests who
rent a Deluxe Club room will enjoy the benefits of a Club
 Super Deluxe Club: The room is larger and more modern, with the characteristics of
the Club floor room.
 Suite: The apartment room includes a kitchen with a bedroom and a living room,
58m2.
Rooms with different prices and quality of service. This product diversification gives
customers a lot of options to suit their payment ability, the equipment in the room is
synchronous and relatively modern such as: in all rooms there is a TV, 2 phones, pictures,
etc., for the purpose of maximizing service quality. Guests using the accommodation service
here enjoy a free breakfast, in addition to coffee, tea, fruit, newspapers of all kinds (Saigon
News, VietNam News, French newspapers, Japanese newspapers, Chinese newspapers). ),
free fitness. The rooms are always cleaned to welcome guests. When the guest leaves the
hotel, the room will be completely cleaned such as vacuuming the room, changing the sheets,
scrubbing the bathtub, toilet, lavatory, mirror, cleaned and dried, ...
The rooms are cleaned, washed once a day and fresh fruits are changed once a day.
Room staff have their own neat, polite and convenient uniforms for cleaning the living room.
On that uniform, there is a badge with the name of the employee and the logo of the hotel.
Comment: The hotel's room products are quite diverse and meet the needs of many different
guests, but because the hotel has been in use for a long time (13 years), the infrastructure has
been seriously degraded. . The window also hears noise, the equipment is quite complete but
all are old, even damaged such as television, hair dryer, alarm clock, refrigerator, ... causing
many troubles for customers.
Entertainment products and services (Royal club)
Club provides many entertainment services such as:
 Poker is open 24/7
 Karaoke is open from 6pm-3am
 Lounge open from 6pm-3am

Due to the epidemic situation Karaoke and Lounge are closed every Sunday. Royale
club constantly improves service quality. Additional food services are also very important,
often updating the menu to serve Southeast Asian dishes.
Figure 18: Royale club's monthly menu of dishes
3. A brief overview of the marketing activities of Renaissance Saigon Hotel in
recent years
Hotel always tries to better meet the requirements of visitors with its own top-notch
facilities and services, contributing to attracting a large number of tourists with 97% of
international travellers to visit here, of which up to 28% are Japanese tourists.. In 2012,
although the economy was still facing many difficulties, but with the right policy from the
leadership in adjusting customer segments, exploiting more customers who are groups, tour
groups, associated with Hundreds of domestic and foreign travel service companies and the
launch of the "loyal customer" program have motivated the hotel to reach the exploitation
capacity of about 69.5% up to the present time and strive to reach 71.5% at the end of the
year.
4. Future development direction

Marriott International Group is one of the world's leading hotel management groups
with more than 3,400 hotels and luxury resorts in 68 countries and territories around the
globe, with headquarters located in Bethesda, Maryland, USA. In Asia, Marriott Group has
110 hotels and resorts in 13 countries and territories, including Vietnam. Currently, Marriott
Group is managing two leading hotels in Ho Chi Minh City: New World Saigon Hotel and
Renaissance Riverside Saigon Hotel. Currently, Marriott has signed a contract to build a four-
star Courtyard hotel with 200 rooms located in the Saigon - Ham Tan tourist complex, about
200 hectares wide, located in Tan Binh commune, La Gi town, Binh Thuan province in the
afternoon April 7, 2010, in Ho Chi Minh City. It is expected to come into operation in 2012.
In addition, there are three projects that are being and are about to be implemented, namely
the JW Marriott Da Nang resort, which is expected to be inaugurated in 2014; JW Marriott
Ha Noi hotel with 450 rooms and Marriott Nha Trang hotel with 250 rooms, two hotels are
expected to be put into operation in 2013. After the logo change event took place in the
middle of May, in 2010, Renaissance completely changed from form to service quality,
towards a higher standard in order to bring customers completely new experiences, affirming
the level of service quality.
CHAPTER 3: CASE STUDY
1. Tourism development orientation of Vietnam's tourism industry in the
context of the Covid-19 epidemic
1.1. The current situation of Vietnam's tourism industry during the Covid-19
pandemic
In fact, before the appearance of the Covid-19 pandemic, tourism was one of the most
dynamically developing industries based on the promotion of natural resources.
nature tourism and competitive service rates. The tourism industry has contributed
significantly to GDP growth and job creation. However, the tourism industry has been hit
hard by the Covid 19 pandemic. According to visitor statistics, International arrivals to
Vietnam in March 2020 were estimated at 449.9 thousand arrivals - a decrease of 63.8% over
the previous month, of which arrivals by air decreased by 62.3%; by road decreased by
65.9%; by sea decreased by 83.6%. Compared to the same period last year, international
visitors to our country in the month decreased by 68.1%, of which arrivals by air decreased

by 65.7%; by road reduced by 77.9% and by sea by 55.2%; visitors from Asia decreased by
77.2%; from Europe by 27.5%; from Australia down 49.9%; from the Americas decreased by
67.9% and from Africa decreased by 37.8%.
In the first quarter of 2020, international visitors to Vietnam were estimated at 3,686.8
thousand arrivals, down 18.1% over the same period last year. In which: Passengers arriving
by air reached 2,991.6 thousand arrivals - accounting for 81.1% of international arrivals to
Vietnam, down 14.9%; by road reached 551.1 thousand turns of people - accounting for 15%
and decreasing by 39.4%; by sea reached 144.1 thousand arrivals - accounting for 3.9% and
increasing by 92.1%. Accommodation establishments have to close tourism industry
employees are unemployed. The operating capacity of accommodation establishments in this
period is only 20-30% compared to the same period in 2019. Hotels across the provinces and
cities in turn announced to close at least until the end of April 30. It is this that causes tourism
workers to lose their jobs, companies, hotels and restaurants, in turn, have to cut payrolls by
60%. For multinational companies, even 4/5 of the number of employees is reduced. At least
until the end of June 2020, more than 80% of employees are unemployed. If the situation is
more difficult, unemployment is likely to last longer. Revenue from the tourism industry in
the first quarter was estimated at VND 7.8 trillion, accounting for 0.6% of the total and down
27.8% over the same period last year (up 13.2% in the same period in 2019). . The reason is
that many tourist attractions have to stop operating, a large number of domestic and
international tourists have canceled tours due to concerns about the epidemic. Some localities
have tourism revenue in the first quarter decreased compared to the same period last year,
such as: Thanh Hoa down 49.9%; Ba Ria - Vung Tau down 48.3%; Quang Ninh down 47.1%;
Khanh Hoa down 43.9%; City. Ho Chi Minh City down 39.9%; Binh Dinh down 24.4%; Da
Nang down 19.5%; Hanoi decreased by 18.7%; Hai Phong down 14.9%.
Before this situation, it is necessary to have solutions for the tourism industry to live
with the epidemic, to organize the safe and responsible reception of visitors. Solve the
problem of supporting businesses and hundreds of thousands of tourism workers during the
time affected by the epidemic. Vietnam needs to communicate and update on general
cleaning activities of accommodation facilities, isolation options to prevent spread, measures
to disinfect vehicles, accommodation, and severe penalties for guests who declare. lying
about the origin of the epidemic area, forms of health assurance for guests, staff of the

tourism industry and the community... to spread the message of "safe tourism in Vietnam".
1.2. Post-Covid-19 Tourism Trends
According to data released by the General Statistics Office, the number of
international visitors to Vietnam in March decreased by 68% compared to the same period
last year, bringing the total number of visitors in the first quarter to 3.7 million, down more
than 18%. compared with the same period. The second quarter results are expected to be even
worse when the entire tourism industry is almost paralyzed due to the state of social isolation
to prevent disease. Up to now, it is still not possible to determine when Vietnam's tourism
industry will be revived. However, one thing is certain that will create some new trends in
planning, choosing and organizing travel trips such as: Safety first: The fear of infection will
still follow, Therefore, the safety factor as well as information about the medical level and the
ability to support the health of the destination will be one of the important factors to help
tourists decide on the destination. Safety is the main advantage of post-Covid-19 Vietnam
tourism. Its effectiveness in prevention and treatment is proven for tourists about the safety of
Vietnam.
Prioritize near destinations and short trips - This trend is the result of three difficulties
that exist in the current tourism industry. Considering the proportion structure, domestic
tourists account for about 82.5% of the total number of visitors in 2019. Therefore, the trend
of choosing to go to nearby places will be a beneficial factor for the recovery of Vietnam's
tourism. . Price sensitive: As the pandemic wreaks havoc on the economy, millions of
people's livelihoods are also severely impacted. In mid-April, the World Monetary
Organization (IMF) reduced its GDP growth forecast for Vietnam this year now down to 2.7%
from 7% launched in January 2020. The International Labor Organization (ILO) also warned
that more than 22 million Vietnamese workers are working in fields that face great challenges
to maintain the workforce during and after the pandemic. This is also the general situation of
the world, when the global economic growth rate is forecasted at -3% for 2020, according to
the IMF; and 195 million full-time jobs will disappear in the second quarter of 2020,
according to the ILO.
This gloomy outlook will make global residents tend to tighten their wallets and
spend more sparingly. "This will affect the tourism industry and people's ability to prioritize
spending on tourism activities," said Outbox, adding that tourists will tend to choose

destinations with products and services. Package with preferential price to both relieve the
post-pandemic mentality but still ensure cost savings.
1.3. Coping with the epidemic:
The experience of previous epidemic crises shows the importance of response policies
of countries and businesses for the recovery of the tourism industry (Global Rescue & WTTC,
2019; Au et al., 2004; Gu & Wall, 2006; Cooper, 2005). Faced with the threat of the epidemic
to the tourism industry, countries have quite similar responses in steps from controlling the
spread of the disease has led to the gradual recovery of the tourism industry, re-establishing
confidence in international tourists (Global Rescue & WTTC, 2019). However, a number of
other tactics were also applied, such as creating an image of the country controlling the
epidemic right during and after the epidemic to create confidence for tourists, which Japan
did during the SARS epidemic in 2003 (Cooper, 2005). Response solutions also need to be
developed on a national scale due to the inclusive nature of the tourism industry.
Before the serious impact of the epidemic, businesses took immediate response
actions. However, in the longer term the solutions are not really clear. In the short term,
solutions focus on cutting costs. Solutions such as stopping the provision of some services,
implementing reasonable human resource policies, cutting business costs in general, and
restructuring enterprises' debts have been implemented by more than 50% of businesses right
now. In the next 3, 6, 12 months, the trend of enterprises will gradually shift to adjusting
business policies such as adjusting business plans, reorganizing the market, restructuring the
supply system and loans in the next 3, 6, 12 months.
Mr. Mauro Gasparotti - Director of Savills Hotels APAC shared, the first and most
obvious impact is the decrease in Chinese tourists - which account for more than 30% of
foreign visitors to Vietnam. Coastal destinations such as Nha Trang and Cam Ranh are badly
affected because Chinese tourists account for more than 70% of international arrivals here.
Major cities such as Hanoi and Ho Chi Minh City were also negatively affected by the
decline in conference tourism (MICE), with the postponement or cancellation of meetings,
conferences and overseas trips. According to research from Sojern - a company providing
marketing solutions for the tourism industry, many tourists are searching and booking for
tours in the fourth quarter of 2021 and early 2022. In Vietnam, Vietravel and Saigontourist

also have There are programs for June this year. The move of reputable enterprises in the
industry will be the vanguard for young businesses.
CHAPTER 4: RECOMMENDATIONS
4.1. For the State
Support and recommend to State banks to consider having a credit support package
for severely affected units and businesses to borrow preferential interest rates equal to the
refinancing interest rate of the State Bank to operate. Business Travel. Proposing the
Government, Ministries and sectors to consider and have solutions to tax relaxation, to extend
the time limit for tax obligations, to allow enterprises to delay tax payment. Prolong the
policy of reducing electricity, water, and telecommunications costs until the end of 2021;
continue to have policies to reduce lending interest rates and defer debt for tourism
businesses; How can relief packages reach businesses and workers in the tourism industry...
4.2. For Vietnam National Administration of Tourism
The General Department should focus on proposing support policies and conditions
for tourism businesses to maintain operations, overcome immediate difficulties to stabilize
tourism activities in the long run, such as preferential interest rate loans to pay for tourism
activities. employee salary; extension of tax payment deadline, reduction of VAT; Allowing
the application of a policy to reduce retail electricity prices for the manufacturing industry for
tourist accommodation establishments, reduce electricity bills for tourist accommodation
businesses used to isolate Covid-19 patients to end of 2021.
The National Administration of Tourism suggested localities to maintain regular
operation of hotlines to connect with businesses and tourists, promptly grasp the situation,
receive information, and have solutions to remove difficulties for businesses. and visitors;
campaigning and propagating tourists, tourism businesses, and tourism service providers in
the area to cooperate and share difficulties in postponing, canceling and changing signed tour
programs affected by the epidemic. City Department of Tourism. Ho Chi Minh City proposed
the National Administration of Tourism to implement a solution to stimulate tourism demand
with diverse products after Vietnam controls the epidemic. Implement a unified safe
destination communication campaign throughout the country in various forms.

CONCLUSION
For the hotel business or any other product or goods business, the quality of service is
one of the factors that must be given top importance. Today, customers are an important
factor for suppliers to produce and supply to the market to satisfy their needs. Immersed in
the general development trend of Vietnam's tourism industry, Renaissance Saigon Hotel is
constantly improving service quality and trying harder to become one of the most prestigious
hotels in the near future, gain a stronger position to compete with big-name hotels in the hotel
industry of Vietnam, the region and the world.
Through the report, I want to contribute a small part to further improve the issues in
the hotel's own policies in order to enhance the image of the hotel in the domestic and
international markets and the way to attract guests to Renaissance Saigon Hotel. Despite mine
best efforts, due to limited time and experience, this thesis certainly cannot avoid errors. I
look forward to receiving comments from teachers to improve the report.

Well-being Activities in Modern Five-Star Hotels in Vietnam

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Well-being Activities in Modern Five-Star Hotels in Vietnam