HCMC UNIVERSITY OF FOREIGN LANGUAGES -INFORMATION TECHNOLOGY DEPARTMENT OF TOURISM - HOSPITALITY RESORT MANAGEMENT JW MARRIOTT PHU QUOC EMERALD BAY Student’s name: Thai Kim Ngan ID: 20DH170291 Ly Tu Ngoc ID: 20DH170381 Nguyễn Báo Ngọc ID: 20DH170327 Nguyễn Nhật Vy ID: 20DH170950 Mạc Tố Uyên ID: 20DH171134 Tp. Hồ Chí Minh, ngày 29.tháng 12 năm 2023 TABLES, FIGURES AND PICTURES Table 5.I: Analysis ofthes€ aCfIVIẨV.1 1 n2 1n HH1 1111111 kho 46 Flgure 2.L: 7e điagram OƒresOFt serVIC€ bÌM€DÏHÍ. HH Hà, 26 Picture 1.1: JW Marriot Phụ Quoc.1: Double beds oo. cece eee eeeeetenceeeeeeseenseeecseesesenecsesevseneceesseeeeneceessstenaeereaeenes 4 Ij19ì1115922000.4: Emerald Bay FTofit.5: Deluxe Emerald Bay Front.6: Rue De Lamarek SuIÍ€.7: TU7qUOIS€ SHÉ€.
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The Analysis of Service BÏueprimf. -- c2 2 2122111211111 11111111515 rrerres 27 CHAPTER 3: DIFFERENTIATION 29 CHAPTER 4: QUEUING MANAGEMENT 33 AL. The Waits Begin. Resort Watting Mianag€Tm€i(.
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Communify EngagØemeni. --- c1 2112211211121 1121 11112115 1218111111111 51 111kg 33 CONCLUSION 54 REFERENCES 55 CHAPTER 1: INTRODUCTION OF THE RESORT 1. General Information of the resort JW Marriot Phu Quoc Resort is located at Bai Khem, An Thoi town, Phu Quoc island. Although not close to the center of Duong Dong town, from this location visitors can easily visit famous landmarks and islands in the South Island, such as Ho Quoc Pagoda, Sao Beach, Mong Tay Island, Hon Gam Ghi,.
This is a type of beach resort belonging to the first project invested in by Sun Group, with a unique 6-star standard located at Bai Khem, one of the most beautiful beaches in Phu Quoc.1: JW Marriot Phu Quoc (Souce: begodi.vn) JW Marriot Phu Quoc is one of the top and most expensive resorts in Phu Quoc, designed based on the idea of the prestigious Lanmarck University in the early 20th century by famous designer Bill Bensley. The resort is built according to French architecture with high, airy ceilings, bringing a luxurious and classy style. JW Marriott Phu Quoc has officially been in operation since 2017. It includes five hotel buildings and 10 villas with up to 230 rooms spread over an area of 9.
This place has also received many prestigious awards, such as the "Best Hotel Pools in Vietnam” award in Asia's Best Awards; Ranked No. | in the Top 10 Best Resorts in Southeast Asia (Best Resort in Southeast Asia); Ranked No. 2 in the Top 10 Best Resorts in Asia (Best Resort in Asia); and Ranked No. 6 in the Top 100 Resorts.
The best resort in the world (Top 100 Resorts in the World) in 2019. The purpose of this report is to describe and analyze the service blueprint, waiting management, guest activity programs, differentiation strategies, and resort sustainability. CHAPTER 2: GUEST EXPERIENCE 2. Service Core Product 2.
Accommodation Service JW Marriot Phu Quoc includes 5 hotel buildings and 10 villas spread over an extremely large area, divided into many room categories with different sizes and decoration styles. Each room is fully equipped with amenities required for the standards of a 6-star resort. e Balcony Minibar e Air conditioner Iron e Desk for workers Hairdryer e Super speed kettle Shower e Wardrobe Slippers e Safety box Aromatherapy Associates e Umbrella / Hat Makeup mirror with lights e Bathtub Cloak e Bathrobe Alarm clock e Television Free bottled water e Phone Coffee/tea maker e Sofa Particularly for room types with additional kitchens or villas, there will be additional kitchen items such as silverware, dishes, and glasses. Regarding room types, JW Marriot Phu Quoc has a total of 6 room types and 3 villa types.
e Emerald Bay Room Picture 2.1: Double beds (Souce: marriot.2: King bed (Souce: marriot.com) This room type has an area of 53 m’, including 1 king bed or 2 double beds. And is divided into 2 views, which are garden view and bay view. Flexible price: 8,550,000 VND/night to 9,700,000 VND/night. e Le Jardin Room Picture 2.3: Le Jardin (Souce: chudu24.com) This room type also has an area of about 53 m’, including | double bed or 2 single beds, a small terrace, and a separate garden.
Especially because it has access to the beach and swimming pool, near the restaurant area, children's play area, reception, spa, etc., it is suitable for families with children or the elderly. Flexible price: 9,405,000 VND/night to 9,900,000 VND/night. e Emerald Bay Front Room Picture 2.4: Emerald Bay Front (Souce: marriot.com) Located in buildings close to the beach, with the same area and bed as the above two room types. Flexible price about 12,700,000 VND/night.
e Deluxe Emerald Bay Front Room Picture 2.5: Deluxe Emerald Bay Front (Souce: marriot.com) Located on Rue de Lamarck, Rue de Lamarck Suite has a "unique" location in the resort designed according to the architecture of Hoi An. An ancient town, where visitors can experience the bustle of the weekend night market. The room type has an area of about 61 m’, with either one double bed or two single beds. Flexible price: about 11,000,000 VND/night.
e Rue De Lamarck Suite Picture 2.6: Rue De Lamarck Suite (Souce: reviewvilla.com) Located on Rue de Lamarck, Rue de Lamarck Suite has a "unique" location in the resort designed according to the architecture of Hoi An ancient town, where visitors can experience the bustle of the weekend night market. Room type has an area of about 61m2, 01 double bed or 02 single beds. Flexible price about 11,000,000 VND/night. e Turquoise Suite Picture 2.7: Turquoise Suite (Souce: chudu24.com) The room type has an area of 90 m’, including the living room, bedroom with | double bed, balcony, garden, and especially a kitchen.
There is a direct view of the sea. Flexible price: about 29,700,000 VND/night. 10 e 1 bedroom villa Picture 2.8: 1 bedroom villa (Souce: chudu24.com) This room type is optimally designed in an area of about 180 m’, with a living room and a bedroom with one double bed, a private swimming pool, and mountain and forest views. Prices are flexible, about 29.
11 e 3 bedroom villa Picture 2.9: 3 bedroom villa (Souce: chudu24.com) The 3-bedroom villa has an area of up to 400 m’, built to provide a private and unique space including a living room, 02 bedrooms with | double bed, 01 bedroom with 2 single beds, a balcony, and a private pool. Prices are flexible, about 57. 12 e 7-bedroom villa Lamarck House Picture 2.10: Lamarck House (Souce: marriot.com) Lamarck House is perfectly designed on 1,300 m’, with 5 bedrooms, 1 double bed, 02 bedrooms, 02 single beds, monolithic marble bathrooms, a living room, a 50m? infinity pool close to the sea, and a dining room. and spacious kitchen.
Flexible price: about 164,700,000 VND/night. JW Marriott is a resort with a smoke-free policy, so there will be a separate area for smoking guests. If guests smoke in the room or area inside the resort, they will be fined. When guests stay at the resort, they will be able to use convenient services such as a buffet breakfast at the restaurant, free gym service 24/7, a swimming pool, office facilities, a parking lot, etc.
In addition, guests staying at the Lamarck House villa will have 13 special benefits, which include high-speed private wifi and free laundry for three pairs of pants or shirts per night. Food and Beverage service e Tempus Fugit Restaurant Picture 2.11: Tempus Fugit (Souce: luhanhvietnam.vn) This place offers three unique culinary experiences: the quintessence of Vietnamese cuisine, a contemporary Japanese kitchen, and sophisticated French flavors, performed in an open kitchen space for diners to easily admire the full art of cooking. Meals from famous chefs. Operating hours: 7:00-22:30 14 e Pink Pearl Restaurant Picture 2.12: Pink Pearl (Souce: jwmarriottemeraldbay.com) This is a fine-dining French cuisine restaurant located in a pearl pink mansion and divided into a dinner party area, private dining room, and wine cellar.
Diners can enjoy luxurious parties true to the "Great Gatsby" quality, with dishes prepared by star chefs, violinists, and famous opera singers. Operating hours: 18:00-22:00 15 e French & Co.13: French & Co (Souce: jwmarriottemeraldbay.com) The afternoon tea menu here is quite simple - mainly freshly baked French pastries served with coffee or fragrant tea made-in- Vietnam. Operating hours: 11:00-18:00 16 e Red Rum Restaurant Picture 2.14: Red Rum (Souce: luhanhvietnam.vn) This is a restaurant and bar with an open outdoor kitchen space located right on the smooth white sand with endless views towards the beach. Guests will enjoy fresh seafood dishes from Phu Quoc Sea carefully selected by experts, along with burgers, pizza, and BBQ parties.
Red Rum 1s also a bar on the beach with delicious glasses of wine. Operating hours: 11:00-21:00 17 Department of Chemistry Bar cette i is ee eee dc Picture 2.15: Department of Chemistry Bar (Souce: jwmarriottemeraldbay.com) This is the place to admire the skill of bartenders in impressive chemist suits when creating handcrafted cocktails. The space is designed like a chemical lab filled with extremely luxurious pink. Entertainment service e Swimming pool system Picture 2.16: Shell pool (Souce: jwmarriottemeraldbay.com) At the JW Marriott Phu Quoc, there are three main swimming pools: sand, shell, and sun.
The most famous of which is the Shell swimming pool, with its extremely unique scallop-shaped design. e San Pool: is the largest swimming pool at JW Marriott, located in the center of the resort along the beach. The Sand Pool is definitely the best pool for families, as it is located next to the children's pool and also has the most loungers. What's interesting here is that there are small green islands dividing it to give it a more personal feel.
e Shell Pool : is an adults-only swimming pool located in front of the Department of Conchology and Botany. Its shell-like shape and angle towards the shoreline make it one 19 of the most Instagrammable spots in the JW Marriott Phu Quoc. The Shell Pool was personal favorite to hang out at because, well, no kids allowed! But customers also liked that the loungers are situated in exclusive spaced-out pairs and that the back row of loungers is elevated. This means they all offer those stunning ocean views! e Sun Pool: The Sun Pool was the emptiest swimming pool, probably because its location is far down the beach.
