VNU- UNIVERSITY OF ECONOMICS AND BUSINESS SCHOOL OF BUSINESS AND ADMINISTRATION CORPORATE CULTURE AT LOTTE HOTEL HANOI Supervisor's name: Do Tien Long Student’s name: Nguyen Hong Phuong Student ID: 13050391 Intake: QH2013-E Program: International standard Hanoi — May, 2017 Table of Contents BACHELOR’S THESIS OF BUSINESS ADMINISTRATION 20011-2015. l VNU- UNIVERSITY OF ECONOMICS AND BUSINESS. ec | eel ILE te AN, 0N g Nang1. ii LIST OF FIGURES.
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Especially, in this summer, the Faculty has organized for us to have access to the actual work environment, which adds an elite work experience, very useful for the students in the present context. To complete the internship and report the results, | would like to thank to Dr. Do Tien Long - Lecturer in the Faculty of Business Administration, University of Econimics and Business — VNU to guide me during fieldwork and reporting. I would also like to thank the Lotte Hotel Hanoi has facilitated help me complete an internship and post this report.
Again, I sincerely thank you. My internship job is done during one month from date 01/01/2017 to date 15/04/2017. Initially into reality, learn about the field of corporate culture, my knowledge is limited and much surprise. Therefore, the inevitable gaps is a sure thing, | would like to receive the valuable feedback from the teacher to my knowledge in this field, to improve myself.
LIST OF ABBREVIATION ABBREVIATION MEANING HR Human Resource GM General Manager EAM Executive Assistant Manager BOD Board of Director iii LIST OF FIGURES AND TABLES e FIGURES Figure 1.1 - Levels of Corporate Culture Figure 3.1 - Organizational Structure of Lotte Hotel Hanoi Figure 3.2 - Achitechure of Lotte Hotel Hanoi Figure 3.3 — Front Desk of Lotte Hotel Hanoi Figure 3.4 — Restaurants of Lotte Hotel Hanoi Figure 3.5 —- Swimming pool of Lotte Hotel Hanoi Figure 3.6 — Logo of Lotte Hotel Hanoi Figure 3.7 — Uniforms of Lotte Hotel Hanoi Figure 3.8 — BOD of Lotte Hotel Hanoi Figure 3.9 - Toeic Test for all staffs Figure 3.10 - Cooking contest with the theme of food hygiene and safety Figure 3.11 - Departments sell goods for charity Figure 3.12 - Lotte Group awards scholarships to students from universities in Hanoi Figure 3.13 - Employees donate blood every year Figure 3.14 - Charity at the center of children with disabilities every year Figure 3.15 — Core Values of Lotte Hotel Hanoi e TABLES Table 3.1 — Room types of Lotte Hotel Hanoi Table 3.2 - Business results of Lotte Hotel Hanoi for the period 2015 — 2016 Table 3.3 - Market share and visitor structure of Lotte Hotel Hanoi Table 3.4 - Customer reviews YTD 2017 Table 3.5 — Profile of Respondents Table 3.6 — Staff's desire Table 3.7 — Staff's belief of Lotte Hotel Hanoi Table 3.8 — Staff's judgment about Organization Table 3.9 — Employee satisfaction while working at Lotte Hotel Hanoi iv ABSTRACT Today, corporate culture becomes very important in the formation and development of business. An enterprise can survive and develop durable, the most important thing is to form corporate culture right from the beginning to lay the foundation for the development of business. Benefits of adopting corporate culture will create a unique style and attitude for each company, creating centripetal force for the entire company, helps companies boost innovation and invention, and attract more customers. In this paper, after emphasizing that the corporate culture is an important source of competitive advantage, the corporate culture is defined.
The purpose of this study was to determine the role that organizational culture and leadership style play in Lotte Hotel Hanoi company. How they influence employee commitment to the organization and how job satisfaction mediates that relationship. It was said that the effect of Leadership style and the Organizational culture on Organizational commitment was mediated by Job satisfaction. Through spesific examples from academic research regarding the impact of corporate culture practices on organizational performance, the conclusion is that it is recommended that transformational leadership style should be practiced in organization to gain satisfied and committed employees.
Leaders need to state their views clearly; they need to consider employee capabilities and needs. This could ultimately lead to a better performance and a competitive advantage for the organization. INTRODUCTION Define the significance of research In recent years, with the opening and development of the tourism industry, Vietnam is considered as one of the friendly destinations for international tourism. Pulling many domestic and foreign investors have paid attention to investing in real estate business tourism such as hotels and resorts.
Numerous hotels and resorts are springing up in many different areas in Vietnam. Never before has the hotel industry been as vibrant as it is now, especially in the central coastal region. The outbreak of this tourism-supporting business has led to many benefits, coupled with the development of the industry, but also brought challenges for the business sector. Increased competition, competition both in terms of the source of their customers and competition in the areas of human management.
So what will create a competitive advantage for a business? Cost, quality of service, technique, architecture, process improvement or management team? It is true that all these factors bring a competitive advantage for a business but in addition there is another element although quite new in Vietnam but is very concerned about today, it is the culture of the business. Along with the strategy of building a sustainable Lotte Group, building a strong corporate culture here is one of the goals of the managers. Strong corporate culture will bring many advantages to Lotte Hotel Hanoi because of the great role of corporate culture in boosting business efficiency. Thus, corporate culture is considered as one ofthe tools to manage and build a long-term business, so the first step in building corporate culture is to study corporate culture.
Strong corporate culture to enhance competitiveness in the international service environment. Established from 2014, Lotte Hotel Hanoi is improving their strategy to adapt the business trend. So, the issues raised for discussion are: How should Lotte Hotel Hanoi manage their main source — corporate culture? Does corporate culture help to meet the needs, the goals and objectives of the business? How to help further developing a successful corporate culture for the company? Ains of the research: - Study of corporate culture of five-star hotel in Hanoi - Proposed measures to overcome and perfect corporate culture Oljectives Urdergo working as an intern at the Human Resources Department, is the dedicated gudance of brothers and sisters from the chief to the staff in the department, I'm doae reporting practice for the following purposes: - Get understanding more detail about the corporate culture - Understand why, what and how an organization forms and develops its corporate culture — a case study of Lotte Hotel Hanoi - Find out some solutions and recommendations to develop and improve the corporate culture in this company Research Question The key question of the study is: “What is the corporate culture of Lotte Hoel Hanoi?” To answer this research question, it is necessary to answer the following sub questions: e What is corporate culture? What are the features of corporate culture in Lotte Hotel Hanoi? e How it has its strengths and weaknesses in their corporate culture? e What should Lotte Hotel Hanoi do to improve its corporate culture in the future? Research Scope - The scope of space: the subject being studied at HR Department - Lotte Hotel Hanoi. Located at 54 Lieu Giai Street, Ba Dinh District, Hanoi - The scope of time: I study the Corporate Culture at Human Resources Department - Lotte Hotel Hanoi from 01/07/2017 to 15/04/2017.
Tasks/Processes - Finance Returns Support in the creation of and work within the established Human Resources department budget: Settlement the budget for staff's meal every day,budget for the activites of staffs (for example: Extracurricular activities, uniform, staff party, small competition for staff.) - People Maintain an effective filing and administration system for both HR and training function: Rearrange employee filing cabinets for a reasonable, easy-to-manage, work profile that HR incharge for each year Answer incoming telephone calls and either transfer, redirect or take a message, answer all employee questions about the issues involved, and receive calls from outside for recruitment advice. Prepare files, reports, correspondence and other relevant business documentation, oversee all Purchase Requisitions in the department, Handle general enquiries Arrange appointments and meetings, Schedule training sessions Hiring, processing all necessary documents for intern, non permanent staff, Recruit and provide management appropriate for employees not contracted. Coordinate with the training facilitators to arrange and prepare all requirements for the successful execution of training events. Follow up the progress of the Training Business Plan for each department Assist Department Trainers in preparing and conducting departmental training and assess accordingly.
Maintain current information and records of suppliers of training resources and materials Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines - Guest Experience Suport Assitant HR Manager and Training Manager to develop creative ways to inspre and motivate team members to provide guests with a unique experience Conluct hotel tours for students from collegues, universities and educational centers to atract a fresh source for recruitment - Responsible Business Suplort in developing awareness and reputation of the hotel and the brand in the loca community and promote team member involvement in local community. Enstre compliance with relevant employment laws and hotel or company policies and procedures. Conributions - Analyzing specific situation of applying Corporate Culture at Lotte Hotel Hanoi - Suggesting recommendations to improve Corporate Culture at company CHAPTER 1 LITERATURE REVIEW 1.