Quoc hoa hotel presentation

HOSPITALITY MANAGEMENT

QUOC HOA HOTEL

Lecturer: Mr. Ngo Trung Ha

Tut1 – Tr08

Group members:

1. Ha Hieu 0806090015

2. Lai Dinh Duong 0806090013

3. Do Dieu Thuy 0806090046

4. Pham Que Duong 0706090009

5. Nguyen Thuy Duong 0806090011

6. Nguyen Hong Khanh 0706090027

7. Duong Huyen Trang 0806090050

Outline• Hotel Information• Front Office Department• House Keeping Department• Food and Beverage Department• Marketing Department

Hotel information

• Name: Quoc Hoa hotel• Rating: 3* ( by VNAT)• Since: 1991• Location: 10 Bat Dan St, Hoan

Kiem Dist., Hanoi• Number of rooms: 46 rooms• Staff: 45 employees

Organizational structure

CEO

AssistantDirector

Sales & MKT

AccountingFront-office

House-keeping

F & B

FRONT OFFICE

• Small corner with neat arrangement

• Friendly and appropriate attitude of staff

• Standard procedure of services

FRONT OFFICE

• Customer care service:

- Follow- up and confirmation

- Update booking regularly

- Use client file & keep track (offer discount rate for the loyal clients, inform the upcoming events, sending the wishes..)

- Travel infor. desk

FRONT OFFICE

• Hotel USP:

- French architect but fit with Old Quarter space

- 100% back up electricity-> never power-cut

• Room USP:

- Bathrobe and hot-water system

- All the rooms have windows -> air circulation and good view of Old Quarter

- Balconies in Deluxe Classic and Family Deluxe Classic rooms

• Service USP:

- Italian restaurant -La Dolce Vita

- Four-star standard fitness center

FRONT OFFICE• Problem:

2 entrances make guests confusedLimited vision of receptionistComputer system: technical errors, information not

consistent->forget service used->receiptSolution:

- Extend the space- Move bar to another floor- Combine 2 entrances

Housekeeping - Good points

• Organization – Efficiency of staff

10 staffs1 staff/8hour/day in standard1 staff/10 rooms/dayTask are flexible for housekeeper in some case

Bring effectiveness for work

Housekeeping - Good points

• Security and safetyEquipped protection tools such as

glove and maskSecurity man to deal with problems

• Management of facilitiesBathroom

Towel on the shelf: do not change

Different chemicals for different amenities

When guest has order, a runner provides

Housekeeping - Good points• Management of room keys

Electric key Automatic turn on electric amenities when put key

card in to the key box machine Automatic turn off electric amenities when take the

key card out of the key box machine Recording in/out times

save energy

Housekeeping - Weak points

• Long cleaning time: 2 staff/45minutes/room

train staff to reduce the cleaning time

FOOD AND BEVERAGE – LA DOLCE VITA Restaurant

• Good points:

• First impressionmany yellow, red lightssome warm-color paintingscomfortable seating arrangement commodious dinning space

relaxing and bright atmosphereenthusiastic and professional serving style of the staffClean and tidy

FOOD AND BEVERAGE- LA DOLCE VITA Restaurant

FOOD AND BEVERAGE- LA DOLCE VITA Restaurant

• Good points:

• Capacity: 55 pax

• 13 tables of 10 four-seat and 3 five-seat

• Services:

• American buffet breakfast, Plate / American service, English/ Family service

ENTRANCE GATE

KIT

CH

EN

FOOD AND BEVERAGE- LA DOLCE VITA Restaurant

• Good points: Staffing : 6 main staffs with 2 executive chefs and 4

waiters divided into 2 shiftsShift : shift 1 : 6.00 m - 3.00 pm shift 2 : 3.00 pm – 11.00 pm

Make convenience for the staffs

FOOD AND BEVERAGELA DOLCE VITA Restaurant

• Bad Points:Service: No party/meeting serviceStaffs: don’t have uniform

Less professional2 menu: a Wine lists and a food menuMenu shape : book with many pages

Less focus on focal points

FOOD AND BEVERAGE- LA DOLCE VITA Restaurant

• Recommendation:

Short term: Should design the staff uniform for more professional

Long term: Should open more type of services like party

LA ROSA BAR

LA ROSA BAR

• First impression: luxury service setting of lights, seat arrangement

• Types of beverages like: wine, vitamin, coffee

• Capacity: about 30 pax with 8 tables

• Staff: a bartender and a waiter in a shift

• Shift: 1st shift: 7am – 3pm2nd shift: 3pm – 11pm

All are quite good

Marketing - Product

Core product: Accommodation 46 rooms: Double, Superior double, Deluxe double, Deluxe

family and Suite Room space: 22 – 40 sqm Facilities/ Amenities:

- Beds - Satellite TV

- Bathtub - Tea & Coffee making facility

- Deposit safety box - Etc.

Marketing - Product

Supplementary services: 1. Restaurant: La Dolce

Vita restaurant - 8th storey - 100% Italian dishes - American buffet

breakfast 2. Bar: La Rosa bar - Ground floor - Refreshing drinks &

Cocktails

Supplementary services: 3. Fitness Centre - 8th storey - Free entrance to gym &

shower - Jacuzzi, steam bath,

sauna: chargable 4. Meeting room &

Business centre - 30 pax - Modern & well-equipped

Marketing - Product

Current market segments:

- Business sector ( Japan- 60%, Sweden, France,

US, Canada)

- Leisure sector: Japan (mainly)

Direct competitors: 3*+; Old Quarter

- La Dolce Vita hotel

- Maison d’Hanoi hotel ( Baby-sitting service

Spa service)

Marketing - Product

Strengths: Good match between

provided services/ amenities and focused customer segments:

- Japanese guests: bathtub, sauna

- Business guests: meeting room

business centre

fitness centre

Strengths: Good operation of La

Dolca Vita restaurant:

- Pure Italian cuisine

- 100% Italy ingredients

- Good view & decoration

Good reputation

Attract guests to hotel

Marketing - Product

Weaknesses: Ineffective cooperation of Restaurant & Bar

- Bar: ground floor Vs. Restaurant: 8th floor Bar’s operation is not attractive enough to draw customer Limited services in comparison to Maison d’Hanoi hotel Suggestions: Move La Rosa bar into/ next to La Dolce Vita restaurant Replace the La Rosa bar by a Café Add a Spa service

Marketing - Pricing

1. Price of core products & services:

Accommodation: Types of room Rack Rate

Superior US$62

Deluxe US$72

Deluxe Classic US$82

Family Deluxe Classic

US$102

Suite US$122

Marketing - Pricing

• Analysis of room price list Compared with main competitors (Maison d’Hanoi & La

Dolce Vita)’ price range: lower (~ more facilities & services)

Improvement:

- Increase price in high season

Marketing – Pricing

• Different price for different customer segments Lower price for travel agencies Higher price for walk-in guests

Flexible price policy

- Good price strategy: maximum revenue, attracting different kinds of guests

Marketing – Pricing

ADR = $80

Not high with such good products & services in Quoc Hoa To improve ADR: Increase rack rates during high demand periods Charge a premium price on more popular room types (deluxe,

Superior) Maintain minimum length-of-stay restrictions during peak

nights and minimize inventory on lower-rated rate plans.

Marketing - Placing

• Distribution channels: GDS (Global Distribution System): InternationalVacation Travel agents (*) Third-party websites: www.booking.com

www.agoda.vn

www.vinabooking.vn

www.directrooms.com Direct inquiry ( via telephone, fax or email) (*)

Hotel website• http://www.quochoahotel.com/• Strong points:

- 1s to upload 1st page of website- 2s to upload sub pages- 2 types of language: English (for everyone) and Japanese (main customers)- Clear items in website easy to find information needed by guests

• Weak points:- Guests must double click to go 2nd page (homepage) to get basic information- Difficult to find the room price table

Hotel brochure

• Strong points:- Good & clear information in brochure (outstanding point introduction of hotel, room rates, address, contact, main products and services, etc)

• Weak points:- Format of the brochure (stadard format not attract customers)- Visuals chosen (not good quality of the photographs, not enough, too small size)- Too formal and rigid tone make guests feel unfriendly- Too simple brochure can’t remain in guests’ mind

Marketing - Place

• Registration form: with some guests’ basic personal information

Keep track of guests information

Make comparison between periods (monthly, etc)

Adjust and launch marketing actions

REGISTRATION FORM

ARRIVE DEPARTURE ROOM RATE NUMBER OF PERSON

TIME OF ARRIVE TIME OF DEPARTURE ROOM NUMBER NUMBER OF ROOM

REMARK:

NATIONALITY NAME: Mr. Mrs. Ms.

PASSPORT NO

DATE OF BIRTH

VISA NO

ADDRESS: COMPANY: AGENT: EXPIRATION DATE

DATE OF DEPARTURE DATE OF ENTRY

MY ACCOUNT WILL BE SETTLE BY: CREDIT CARD CASH

ENTRY PORT

IMPORTANT: Guests are required to produce passport to the hotel clerk or receptionist upon check in The hotel shall not be responsible for money, jewelry of other valuable belong to guests unless declared and deposited boxes are provided by the Hotel at the Front Desk Reception or in Guestroom for the purpose and without limiting the generality of the foregoing. I agree that I am personality liable for payment of all charges to be incurred by me during my stay and if the person, company or association indicated by me as responsibility for payment of the same does not do so that my liability for such payment shall be joint overall with such person Company or Association. Check out time: 12 noon; Check in time: 13.00 I confirm that I fully understand the “Condition” and accept the terms and conditions stated herein and house rules for visitors of Hotel Guests.

GUEST SIGNATURE RECEPTION SIGNATURE

Marketing - Promotion

Brochures: - Used to inform guests about (new)

services/amenities/special offers - Be particularly useful for walk-in clients, in-house

guests. Direct mail: - Require clients’ database - Information on promotional offerings/ Business

brochure

Marketing - Promotion

Personal selling:

- Directly: at reception

- Indirectly: personal telephone conversation

Promote products to guests staying in hotel

Promote products to corporate guests

Marketing - Promotion

Hotel webpage: www.quochoahotel.com

Information: availability rates rooms/services description promotional campaigns - Attractive webpage Attracts customers

Marketing - Promotion

Advertising: Traditionally:

Sketch Travel magazine ( Japan) Electronically:

www.tripadvisor.com

www.travelpod.com

get customers’ feedbacks and ratings

Marketing - Promotion

Strengths: Well-designed webpage: - Good match of hotel style and

website’s theme and main color. - Well-posted and well-arranged

information Good match between main customer

segment and advertisement tool: - Japan guests: Sketch Travel magazine Linkage between home website and

TripAdvisor: - Increase creditability - Good feedbacks can lead to rising

potential customers

Marketing - Promotion

Weaknesses: Few brochures at Front desk No word response to customers’ feedbacks/ comments

(TripAdvisor)

Suggestions: Keep an adequate number of brochure at front desk Show attention to guests’ online feedbacks by giving word

response.