HANOI OPEN UNIVERSITY FACULTY OF TOURISM FRONT OFFICE MANAGEMENT PROJECT Instructor: Lecturer Nguyen Thu Phuong Class: A1K28 Team: Seagames Team members: Le Thanh Minh (leader) Nguyen Ngoc Ha Do Thi Hoa Nguyen Khanh Giang Vu Luong Kiet Hanoi, 2022 TABLE OF CONTENTS INTRODUCTION MAIN CONTENT 1. Real property & its Front Off1C@. ce eee eee e seers ereeeeseeseeceeesecesensseeeeneeeeeseans 4 1. General Information about the DFODFẨY.
General Information about the propertyˆs Front Ofice. Organizational chart of FO departmei. FO policies, procedures and ÍOTIN4.-- - -- 5-55 cà Sex rske 11 2. Hypothetical property & its Front OQfÍICC.- Ác HH HH nhu 14 2.
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Estimated budget of Front Desk”s operafiOn.- -- 5S e+ 36 CONCLUSION APPENDIX REFERENCE INTRODUCTION After a period of study and research along with being considered, learning, and observing the actual situation at Sheraton Hanoi Hotel in recent times. Especially with the help and facilitation of the staff at the Sheraton Hanoi Hotel Front Office Department, they had helped our group to complete the “Front Office Managment project” this time. The team would like to thank the lecturers of the Faculty of Tourism - Hanoi Open University, especially lecturer Tran Thu Phuong, who provided the knowledge base on the economy and society and directly guided the team to complete this project. The team hereby guarantees that the entire project is an independent product, all data, and information in the project are obtained directly from official sources, and if there is any fraud or copying, the team would like to be fully responsible before the disciplinary committee of the Faculty of Tourism, Hanoi Open University.
With the project "Front Office Management", the two main goals mentioned will be to outline the Sheraton Hanoi’s Front Office Department and build a hypothetical Front Office Department. Therefore the project will consist of two main parts: O_ Real property & its Front Office O Hypothetical property & its Front Office We would like to express my sincerest thanks to the lecturers of the Faculty of Tourism and all staff of the Front Office Department of Sheraton Hanoi Hotel for their enthusiastic support during the implementation of this project. Real property & its Front Office 1. General information about the property Name: Sheraton Hanoi Hotel Location: KS Nghi Tam, 11 Xuan Dieu Road, Tay Ho District, Hanoi Grade: 5-Star (LILILILTL) Brief history L1 1993: Sheraton was invested and built with the investor being Vimas-Malaysia company.
O 1997: The hotel prepares to welcome its first guests but suffers from an economic crisis. O 1998: Starwood Hotel & Resort acquires Sheraton. O 2003: The hotel was completed again. O 03/05/2004: The hotel officially reopened, welcoming the first guests.
O 2007-2018: Faber Group negotiated with Berjaya Land to sell Sheraton. O From 2013 to present: The hotel is owned by 2 units of MTV Ho Tay Limited Liability Company and Berjaya Corporation Berhad under the name of Berjaya Ho Tay Limited Liability Joint Venture Company. Services O Lodging Located next to the largest natural lake in Hanoi, Sheraton Hanoi has a panoramic view of West Lake and Red River in all 299 hotel rooms with room types: O Deluxe: Area is about 37m2. Enjoy the luxurious and cozy space of the Deluxe room with a large bed, 5-star facilities, and a wide view of West Lake.
O Grand Deluxe: Area is about 37m2. Experience the Grand Deluxe room located on a higher floor, with a wider view of West Lake. The room has a delicate design with a large bed and 5-star facilities for a comfortable stay. O1 Sheraton Club: Upgrade your resort experience with a Sheraton Club room with a large bed, a wide view of the West Lake, and the right to use the 17th floor Club Lounge area of the hotel.
O Executive Suite: Enjoy a world-class stay in the high-class Executive Suite room with spacious space up to 67 square meters, separate bedroom and living room areas, possessing sweeping and beautiful views of the direction. West Lake with the right to use the Sheraton Club Lounge area. O Ambassador Suite: Room size is about 112m2. The Ambassador Suite has a spacious bedroom with a balcony with panoramic views of Hanoi, a living room, and many privileges, creating the most relaxing and comfortable feeling for you.
O Presidential Suite: The Presidential Suite has a large space, up to 126 square meters, a spacious living room, and a bedroom with a balcony with panoramic views of Hanoi. Guests staying in this room have many exclusive privileges. 1 Imperial Suite: The Imperial Suite has the largest space in its class, up to 176 square meters. The room has a living room, a bedroom, and a spacious bathroom.
The space has a panoramic view of Hanoi. Guests staying in this room have many exclusive privileges. O Food & Beverage service O Oven D'or restaurant With a cozy and spacious space, a restaurant is an ideal place for family gatherings, meeting friends, and intimate birthday parties. O Lobby Lounge Enjoy snacks, and drinks such as cocktails with local flavors.
Afternoon tea is served daily with lovely snacks. 1 Hemispheres Steak & Seafood Grill The dishes are perfectly combined with high-quality imported ingredients and fresh products. O Bar Déja Vu (temporarily closed) O Other services O Party and Conference: The hotel has eight conference rooms of different sizes and capacities, equipped with modern equipment suitable for organizing business meetings, events, and meeting partners,. Besides, the hotel provides a luxurious wedding space with many service packages attached from time to time.
O Sheraton Club Lounge is located on the 17th floor with a view of West Lake. O1 Sheraton Fitness: located on the 1st floor and operates 24 hours for guests staying at the hotel (access by room card from 22:00 to 6:00 the next morning) O Oasis Relax Center: A space decorated with soft yellow light with natural wood accents creates a serene spa space for massages or treatments. Customers can choose from massages, facials, body treatments, waxing, nail services, and hot stone thermal resurfacing treatments. Heat Revival Therapy with hot stones) or a sauna experience.
O Tennis court: located on the 4th floor and open from 8:00 to 21:00 daily. O Swimming pool: The hotel has an outdoor swimming pool, with a separate swimming area for children. O) Parking: The hotel has free parking for guests staying at the hotel. General information about the property’s Front Office 1.
Organizational chart of FO department HN HR _ "¬ Km Detailed number of staff As of May 2022, Sheraton Hanoi hotel's front desk department consists of 60 employees, most of whom can communicate in English fluently. The management team and front desk staff need to adhere to the general principles of the service industry, and the standards that Hilton directs from the moment they are hired to work at the hotel. Every month, every quarter, there will be standards that employees must 5 perform through “training” sessions. The ages of the front desk staff are mostly 25-35 years old, which makes sense because the receptionist doesn't just have to look; agility, and flexibility that holds the experience to solve arising situations.
Duties and responsibilities O Director of room A rooms director oversees many different departments responsible for maintaining guest rooms, from housekeeping to concierge services. They take care of the logistical tasks of running a hotel, such as managing the payroll and keeping track of revenue. O Front Office Manager Responsible for all activities of the hotel front desk department. Planned, organize, and coordinate all activities of the front desk department.
Maximize room occupancy and hotel revenue. Participating in interviews to select personnel for the department. Welcome group guests, and VIP guests. Training and developing professional skills for department staff.
Resolve guest complaints and emergencies occurring in the hotel. Support Marketing and perform some other tasks as directed by superiors. O Housekeeping Housekeepers are responsible for cleaning and reporting any safety hazards to the homeowner or manager in charge. They must complete tasks like vacuuming, sweeping, emptying trash cans, dusting shelves, cleaning windows, and mopping floors.
Some Housekeepers change linens, wash dishes, and do light ironing and laundry. O Duty Manager Supervises overall activities in the department. Supervises and delegates duties to supervisors and prepares work schedule for them. Supervises all sections and improvements in operation where she/he finds opportunities to develop service standard.
O Club Manager Booking and overseeing entertainment and sporting activities. Observing and ensuring compliance with liquor, gaming, laws and regulations. Onboarding new club members and keeping members informed of upcoming events. Hiring, training, rostering and supervising staff.
O Butler Butler responsibilities include greeting and checking in guests, making dining and entertainment arrangements and keeping guest rooms and suites up to the hotel and guest standards. Ultimately, butler will help guests provide the best possible experience for our guests during their stay. O Room Controller They provide quality guest services that include registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming room reservations, and presenting statements to and collecting payment from departing guests. O Receptionist Manage guest registration records.
Reception and check-in and check-out procedures for guests. Selling rooms to walk-in guests. Receive and coordinate the processing of guest requests. Provide information, advertise and sell hotel services.
Store keys and safes for guests' valuables. Coordinate handling of emergencies in the hotel. O Assistant Concierge Leasing customers — borrowing equipment. Provide office services to guests.
Support customers with technical and information technology issues. Assist in organizing transportation and tours for guests. Handles mail and parcels for guests. O Bell Captain The Bell Captain's main duties include coordinating all bell services.
This may involve tasks such as luggage service and storage, handling messages, and assigning work duties and schedules of Bell Attendants/Bell Hops. He/She oversees the grooming of bell staff. O Bellman Welcome, open the car compartment to receive guests' luggage, and guide guests to check-in procedures at the front desk. Support customers in the lobby: introduce services, call a taxi.
Move luggage to the guest room, move luggage when guests want to change rooms, and check out. Deliver letters, messages, parcels. to guest rooms. O Doorgirl Stand at the hotel door area to welcome, open the door - close the door when guests come and go.
Remind guests to bring umbrellas, and raincoats when it shows signs of 7 heavy rain or sunshine. Willing to introduce guests to use the hotel's services when required. Advise guests on information about tourist attractions, dining. of the locality.
O GSC Manager (Guest Service Coordinator Manager) Reports to the Duty Manager. The primary function of the Guest Service Coordinator Manager is to work in partnership with and provide administrative support other departments while performing customer service responsibilities. O GSC Agent (Guest Service Coordinator Agent) Check out the important guest room. Ready to provide guests with information on demand: tours, mailing, parcels, buying newspapers, magazines, booking air tickets.
Resolve customer complaints. Caring and surveying guests' opinions about hotel services. Prepare birthday gifts for guests staying. O Health Club Manager Health Club Manager handle the daily operations of the club, such as hiring, training, and scheduling staff members, planning fitness programming, checking exercise equipment, and ensuring the safety and cleanliness of the club.
O Fitness Attendant Including how to use equipment, and answering questions. Ensure the fitness area remain clean and organized; organize dumbbells, weight plates, and bars. Disinfect and clean equipment. Actively supervise the fitness mezzanine and cardio areas.