Well-Being Activities In Modern Five - Star Hotel In Vietnam.docx

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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

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..........................................................................................................5
1. Urgency of the topic..............................................................................................................5
2. Target.........................................................................................................................................6
3. Research scope........................................................................................................................6
4. Research Methods..................................................................................................................7
5. Structure of the topic.............................................................................................................7
CHAPTER 1: THEORETICAL BASIS ABOUT HOTEL IN VIET NAM ..................8
1.1. General information of hotel...............................................................................................8
1.1.2. Product features of hotel ......................................................................................................8
1.2. New business models of hotels...........................................................................................9
1.3. Trends in sports, recreation, spa, wellness in the hotel industry in the global and
in Vietnam .........................................................................................................................................10
1.4. Quality services.....................................................................................................................11
CHAPTER 2: GENERAL INFORMATION ABOUT THE RENAISSANCE
RIVERSIDE HOTEL SAIGON...................................................................................14
2.1. History of establishment and development of Renaissance Riverside Hotel
Saigon .................................................................................................................................................14
2.1.1. Overview of Marriott Corporation ..................................................................................14
2.1.2. Products and Services.........................................................................................................18
2.1.3. Achievements acquired ......................................................................................................23
2.2. Organizational structure of hotel Renaissance Saigon..................................................23
2.3. Products & Services................................................................................................................28
2.4. A brief overview of the marketing activities of Renaissance Saigon Hotel in
recent years........................................................................................................................................29
CHAPTER 3: RECOMMENDATIONS ......................................................................31
3.1. The current situation of Vietnam's tourism industry.................................................31
3.1.1. The current situation of Vietnam’s tourism industry during the Covid-19
pandemic............................................................................................................................................31
3.1.2. Post-Covid-19 Tourism Trends.......................................................................................31
3.1.3. Coping with the epidemic.................................................................................................33
3.2.1. For the State...........................................................................................................................34
3.2.2. For Vietnam National Administration of Tourism .....................................................35
CONCLUSION ............................................................................................................37

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 4 main parts:
● Chapter 1: THEORETICAL BASIS ABOUT HOTEL IN VIET NAM
● Chapter 2: GENERAL INFORMATION ABOUT THE RENAISSANCE
RIVERSIDE HOTEL SAIGON
● Chapter 3: CASE STUDY
● Chapter 4: RECOMMENDATIONS

CHAPTER 1: THEORETICAL BASIS ABOUT HOTEL IN VIET NAM
1.1. General information of hotel
1.1.1. Definition
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 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.
1.1.2. Product features of hotel
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.
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.
Variables: Service is easy to change, the quality of the product depends largely on
the person provided and when and where they are provided.
1.2. New business models of hotels
Currently, there are many criteria to classify different hotel models depending on the
content and audience. In Vietnam, there are a number of ways to classify popular hotel
models as follows:
#1. Model classification by scale
• Small hotel: Room size from 1 to 150 rooms.
• Medium hotel: There are rooms from 151 to 400 rooms.
• Large hotels: Number of rooms from 401 to 1500 rooms
• Mega Hotel: Over 1500 rooms
In Vietnam today, there are 3/4 hotel models by scale.
#2. Classification according to specific characteristics
• Commercial hotel: Is a type of hotel usually concentrated in big cities or commercial
centers, the main object is business guests, but in fact, tourists today. They stay for a
short time.
• Resort hotel: Usually located in highlands, coastal areas, islands, bays, valleys...
such as Phan Thiet, Mui Ne, Nha Trang, Vung Tau... Customers have needs. long-
term accommodation and resort needs.
• Airport hotel (airport hotel): Located near international airports, mainly serving
passengers waiting for flight or crew members with short stays.
• Apartment hotel (suite hotel/apartment): Usually located in big cities, designed with

large room space, fully equipped like an apartment with function rooms: dining room-
living-bedroom-kitchen.
Objects of service are families or business guests in the short and mid-term, to meet
the needs of guests during their stay.
• Budget hotel (Hostel): Budget hotels are usually located at bus stations, train
stations... with minimal accommodation services, mainly serving backpackers
In addition, there are 2 types of hotels classified according to their specific
characteristics, namely Casino hotel (Casino hotel) and Highway motel (Motel).
#3. Classification based on the standard number of stars: 1 Star Hotel (*); 2 Star Hotel
(**); 3 Star Hotel (***); 4 star hotel (****); 5 Star Hotel (*****)
The classification is based on a number of criteria and requirements for the following
equipment and facilities: Location; Architectural design; Hotel size (number of rooms);
Green space; Parking lot; Types of dining room; Administrative service area; Artistic
quality; Bedroom equipment; Room service; Serving meals; The quality and service
attitude of the staff...
1.3. Trends in sports, recreation, spa, wellness in the hotel industry in the
global and in Vietnam
In recent years, healthcare tourism products have begun to be interested and
developed in Vietnam. In addition to the resorts that have been developed for a long
time, tourism activities are associated with maintaining and promoting health on the
basis of the application of herbal therapies, meditation, yoga, gymnastics, etc. Weight
loss, spa, mineral water bath, hot water... are tourism products that are being invested
and exploited. Some provinces and cities have organized tourism activities associated
with health promotion on the basis of using mineral spring resources such as Hai
Phong, Quang Ninh, Phu Tho, Hoa Binh, Thua Thien Hue. , Khanh Hoa, Vung Tau ...
or programs of resort activities, yoga, meditation, spa at resorts have marked the
presence of this type of healthcare tourism in Vietnam.

Spa tourism is a type of spa with a comprehensive treatment process including health
care education, exercise, eating and treatment, which has just appeared in Vietnam.
Spas located in hotels and resorts contribute the largest market share to the
development of the entire industry. The area that attracts the investment attention and
love of foreign spa and resort brands is the Central Coast, where there are beautiful
beaches and famous tourist destinations.
Health care tourism with traditional medicine: The exploitation of traditional medicine
in the type of healthcare tourism needs to be concerned.
Meditation and yoga tourism: According to tour operators, these are places where
nature is still unspoiled, quiet, fresh air suitable for tourists to practice yoga, meditate,
and enjoy spa treatments. These tours have trainers to guide visitors.
Weight loss tourism is also a type of health care tourism, suitable for the natural
terrain of both mountains and the sea, targeting mainly European tourists.
1.4. Quality services
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.
Figure 8: Maslow's Hierarchy of Needs

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
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.

CHAPTER 2: GENERAL INFORMATION ABOUT THE RENAISSANCE
RIVERSIDE HOTEL SAIGON
2.1. 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 Riverside 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.
2.1.1. 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”.
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, 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.
2.1.2. 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 …
2.1.3. 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
was voted by the Department of Culture, Sports and Tourism of Ho Chi Minh City in
2011.
Renaissance 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.
2.2. 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.
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.

2.3. 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 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, and Chinese newspapers), and 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 has 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
2.4. 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 travelers 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.
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: RECOMMENDATIONS
3.1. The current situation of Vietnam's tourism industry
3.1.1. The current situation of Vietnam’s tourism industry during the Covid-
19 pandemic
Tourism is a general economic sector, which plays an increasingly important role in
economic, political and social development and protection of natural resources and
environment. However, at present, this "smokeless industry" industry has been
severely affected by the COVID-19 pandemic. The impact of COVID-19 on the
tourism industry is expected to be huge, far exceeding the epidemics that Vietnam has
experienced in recent decades. According to the General Statistics Office in 2021
(GSO, 2021), the number of international tourists as well as domestic tourism
decreased significantly compared to before the epidemic appeared. Generally, in the
first 5 months of 2021, international visitors to our country were estimated at 81,000
arrivals, down 97.8% over the same period last year, of which arrivals by air reached
50.5 thousand arrivals down 98.3%, by road reached 30.3 thousand turns of people,
down 94.5%; by sea reached 193 arrivals, down 99.9%.
It can be said that the COVID-19 epidemic has had an impact on the entire economy
(La et al., 2020), especially on tourism businesses in Vietnam (Huynh et al., 2021). Up
to 98.3% of surveyed businesses said that the COVID-19 epidemic is affecting their
tourism business. Challenges that businesses face include: Organizing business
activities during the epidemic period, customers canceling contracts, changing
personnel changes, etc. According to the General Statistics Office in 2020: Revenue
from translation services Accommodation and food services in the period were
estimated at 126,200 billion VND, equivalent to 10% of the country's revenue from
commercial and service activities, down 9.6% compared to the first quarter of 2019.
Tourism revenue in the first quarter of 2020 is estimated at 7,800 billion VND,
accounting for 0.6% of the total and down 27.8%.
3.1.2. 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. 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. 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," 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.
3.1.3. 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.
According to statistics, by the end of 2020, the number of international visitors will
only reach 3.8 million, down nearly 80% compared to 2019; domestic tourists also
decreased by nearly 50%; Total tourism revenue of the country lost up to 530,000
billion VND. 90 - 95% of travel businesses temporarily suspend operations, more than
30,000 accommodation establishments with 650,000 rooms across the country, but the
room capacity is only 20 - 25% in the provinces and cities; In some key tourist areas,
many hotels were forced to close or change their use because they could not stand it.
Entering 2021, according to the Ministry of Culture, Sports and Tourism, in the first 6
months, tourism will continue to be heavily affected by the Covid-19 epidemic.
Estimated number of domestic tourists reached 30.5 million. Total revenue from
tourists is estimated at 134,000 billion VND, down 24.2% over the same period in
2020. The World Tourism Organization forecasts that international tourism will take
3-4 years (maybe more) to recover.
3.2. Recommendations
Vietnam's tourism needs to simultaneously deploy many new groups of solutions that
can "overcome difficulties" during the pandemic, while being able to perform well the
task of "both economic development and epidemic prevention". First of all, in order to
recover the tourism industry, Vietnam needs to promote research on people's
awareness to promote vaccination against COVID-19 for all segments of society
(Nguyen et al., 2021; Van Khuc et al., 2021), focusing on building safe tourist areas
and safe destinations. The basic factor is that over 70% of tourists and people in the
resort need to be vaccinated against COVID19.
3.2.1. 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...
3.2.2. 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 in 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.
3.2.3. For the Hotel

According to a Savills report surveying from 2001 to 2019, international arrivals
decreased by 8% during the SARS epidemic in 2003, a 12% decrease during the
global financial crisis (GFC) in 2009 and the Covid-19 pandemic as well. no
exceptions. The third quarter report of this year made by CBRE shows that the
average occupancy rate is 26.2% and the revenue per room is only 24.7 USD (about
568,000 VND) per room per night. Without tourists, isolation services are the source
of revenue for many hotels. Statistics show that Hanoi has 20 hotels converted under
this model, equivalent to about 1,600 rooms. Da Nang has 34 hotels with about 3,000
rooms. In HCMC this number is 25 hotels, with more than 3,000 rooms; in which, the
number of hotels in District 1 accounts for 42%, equivalent to 13 hotels, Tan Binh
district is 32%, the rest is in District 7, District 3 and District 5.
The model of hotels converting into medical isolation facilities with occupancy rates
of up to 78% is being considered a bright spot of the industry, thereby bringing high
expectations for recovery. Currently, about 10% of the number of hotels on the market
are converted into isolation facilities, this number can be increased in the near future
to meet the urgent need for isolation and anti-epidemic support. In the restaurant and
hotel segment, from the habit of only selling food and serving customers directly,
since the outbreak of the epidemic, 5-star hotels have begun to change their thinking
and promote online sales through more digital platforms.

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.

REFERENCES
Huynh, D. Van, Truong, T. T. K., Duong, L. H., Nguyen, N. T., Dao, G. V. H., & Dao,
C. N. (2021). The COVID-19 Pandemic and Its Impacts on Tourism Business in a
Developing City: Insight from Vietnam. Economies, 9(4), 172.
https://doi.org/10.3390/economies9040172
Khánh, M. (2021). Ngành du lịch “chuyển mình” để ứng phó với đại dịch Covid-19,
từng bước phục hồi trong năm 2022. https://bvhttdl.gov.vn/nganh-du-lich-chuyen-
minh-de-ung-phovoi-dai-dich-covid-19-tung-buoc-phuc-hoi-trong-nam-2022-
20210923215750059.htm
Khuc, Q. Van. (2021a). A new hierarchy of human motives updates environmental
culture thoughts. OSF Preprints. https://doi.org/10.31219/osf.io/vx69u
Khuc, Q. Van. (2021b). Environmental culture thoughts to make a better world for our
nature and children. OSF Preprints. https://doi.org/10.31219/osf.io/g5zex
La, V., Pham, T., Ho, M., Nguyen, M., Nguyen, K.-L. P., Voung, T.-T., Nguyen, T.
H.-K., Tran, T., Khuc, V.-Q., Ho, M.-T., & Vuong, Q.-H. (2020). Policy response,
social media and science journalism for the sustainability of the public health system
amid COVID-19 outbreak: The Vietnam lessons. Sustainability, 12.
https://doi.org/10.3390/su12072931

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