Assessment of Service Quality and Quality Management at Park Hyatt Saigon Hotel

Chapter 3 Summary

Chapter 3 presents the research methodology, clarifies the quantitative research method, data collection methods, sampling, data collection tools, data collection process and data processing based on the research model of service quality. The author constructs a questionnaire in English and Vietnamese that is used to collect customer feedback, thereby providing a database for analyzing research results and discussing in Chapter 4.

Chapter 4: RESEARCH RESULTS

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4.1. Evaluation of the current status of service quality and quality management at Park Hyatt Saigon Hotel

4.1.1. General introduction about Park Hyatt Saigon hotel

Park Hyatt Saigon Hotel was granted an investment license on July 6, 1994, started construction in 1996, was suspended in 1997 when the financial crisis occurred in Asia, the project was restored in 2005 and came into operation on July 15, 2005. Hyatt International Group signed an agreement with Grand Imperial Saigon Ltd to manage Park Hyatt Saigon on behalf of the investor according to Park Hyatt management standards. (See hotel photos in Appendix 1).

True to the brand's mission, always giving customers absolute privacy with attentive, thoughtful, and cozy care. Park Hyatt Saigon staff always keep in mind that each customer is a relative and we will welcome them as if welcoming close family members, giving them the feeling of coming home (Dang Vu, 2017). The hotel's exterior architecture is the first proof, it is a classic French architecture, simply a 9-storey ivory-white building, with small white windows, the front area of the hotel is decorated with a areca flower garden and a fountain. Different from the simplicity of the outside, from the main gate entering is a lobby with extremely elegant staff. The uniform of the female receptionist is a noble white ao dai, imbued with traditional Vietnamese features. On the walls, black and white paintings depicting historical periods and characteristics of Vietnamese culture add to the ancient beauty of the hotel. The hotel's walkways are luxuriously carpeted with yellow lights, demonstrating international 5-star class but still very cozy and intimate.

4.1.2. Hotel facilities and equipment.

The facilities of Park Hyatt Saigon Hotel are very modern and beautifully decorated, most of the equipment is imported from foreign countries such as Germany, Italy and Thailand. The items used to serve guests such as knives, spoons, forks, water pitchers, etc. are all silver plated and polished. The food containers used to serve guests are all made of high-quality enameled ceramic imported from Thailand. Types of coffee machines,

The beverage, blender, and juicer are equipped with modern equipment imported from Germany. The air conditioner and air purifier are designed in the wall, the tables, chairs, and lighting systems are checked daily and repaired immediately when there is a problem.

Micros system is fully equipped for all areas. Landscape and decoration system is taken care of weekly.

Park Hyatt Saigon Hotel has a total of 245 bedrooms, equipped with very modern facilities such as: Electrical system using sensor function, Smart TV, guests can view information on iPad,...

4.1.3. Hotel services

* Accommodation:

According to the Park Hyatt Saigon hotel accommodation department (2017), the hotel currently has a total of 245 rooms with the most comfortable room types according to five-star standards in Ho Chi Minh City.

Room types:

157 rooms (126 king beds, 31 double beds)

55 Park Garden View rooms (51 king beds, 4 double beds) 10 Park Deluxe rooms (9 king beds, 1 double bed)

9 Park Suites.

5 rooms Lam Son Suite

2 Park Deluxe Suite rooms

6 rooms Park Executive Suite

1 Presidential Suite

* Cuisine:

According to the Park Hyatt Saigon hotel food and beverage department (2017), the hotel's dining area includes:

Square One Restaurant – with its elegant, cozy style, serving a variety of dishes, can satisfy different tastes at the same time. A “live show experience” – where Vietnamese and European dishes are served in the same area with a separate wine bar, outdoor balcony area and four separate dining rooms.

Opera Restaurant – Modern and rustic Italian restaurant with an outdoor dining area overlooking Lam Son Square. The restaurant features an impressive glass wine display and an open kitchen serving fresh and delicious Italian dishes that match the seasonal ingredients.

Park Lounge – The perfect place for business meetings or social gatherings, elegantly designed with floor-to-ceiling glass windows creating a perfect view. A must-visit place in the heart of Ho Chi Minh City.

2 Lam Son Bar – a unique entertainment venue with a contemporary design, featuring a stainless steel and glass bar structure. In a private, relaxing and smoke-free space, 2 Lam Son will serve premium drinks and signature cocktails with professional DJs and selected music.

* Entertainment:

- Spa service area with 4 treatment rooms

- Steam room and whirlpool tub

- Beauty and body care services

- 20 meter outdoor swimming pool surrounded by tropical gardens

- Gym with full modern facilities open 24/7

* Other services and amenities:

- Private butler service

- 24/7 room service

- 24/7 customer information service, including concert ticket purchases, gallery listings, shopping locations and more

- Fully equipped business information and service center

- Babysitting service (book in advance)

- Laundry service

- Room cleaning service twice a day

- Luxury car pick up at airport

- 24/7 management staff

- Hotel staff speak multiple languages

- Sightseeing tour services

- All payment cards are accepted

Business Service Center:

- Located in the Lobby area, the center provides the following services:

- Free 24/7 Internet for hotel guests

- Translation and text editing services.

- Printing, photocopying, document binding, fax sending and receiving services

- Mail and freight services

Special business advantages of the Hotel:

- Premium garden view rooms and superior rooms with balcony and private access to garden and swimming pool;

- 24/7 private butler service on all floors;

- French colonial style with modern and luxurious technical equipment

important;

- Harmonious integration of local characteristics into experiences

overall;

- Collections of art paintings with exhibition quality standards created by famous domestic artists;

- The spacious outdoor swimming pool area creates a peaceful place to relax among romantic gardens;

- The only event venue in the City with an open kitchen serving restaurant quality dishes;

- Pool House – the only outdoor event space in the city with natural light and stunning views of the pool and garden; serving restaurant-quality food with outdoor dining and grilling areas;

- Large column-free meeting room with separate car entrance.

4.1.4. Organizational structure, functions, tasks and number of staff of Park Hyatt Saigon Hotel

The departments of the hotel are connected and bound together very closely and reasonably. Each department has its own task but when combined, they also aim to meet customer needs with the best standards; therefore, in the process of operation, it requires smooth coordination and close connection between departments to bring about efficiency in work.

To ensure the hotel operates continuously, regularly, in an orderly manner and operates effectively, the management system of Park Hyatt Saigon is organized as follows:

* Hotel organization chart

Diagram 4.1: Organizational structure of Park Hyatt Saigon hotel

(Source: Park Hyatt Saigon Hotel Human Resources Department , 2017 )

Through the diagram, we can see that the hotel is applying the functional management method, which means organizing employees with similar skills into groups to perform similar tasks. With this management organization, the Hotel Board of Directors creates conditions for departments to work effectively and achieve high productivity thanks to the orientation of key and specialized expertise.

* Duties and functions:

General Director:

The Board of Directors is the department with the highest administrative function in hotel management. Under the guidance and direction of the General Director, it plans work, rules and regulations to achieve the set business goals; supervises, inspects and directs departments to complete assigned tasks; coordinates relationships and work between departments, represents the hotel in contacting external organizations; handles daily administrative tasks to ensure normal business operations.

Deputy General Manager

Assisting the General Director in hotel management, acting on behalf of the General Director when he is absent. The functions, duties and powers of the Deputy General Director are decided by the General Director according to the Hotel's charter and other legal documents.

Front office department

This is the operations center of the entire hotel, the contact department between guests and the hotel, the consulting department, assisting the Board of Directors in management.

Due to 24/7 work requirements, employees work in shifts, night shifts are usually male.

The front desk is responsible for checking guests in, assisting them with meals and other services during their stay;

Resolve cases of room changes, sudden check-outs, complaints about room service, food and beverage, etc.

The hotel front office department includes: Department Head, Deputy Department Head, Front Office Team Leader and staff from each department.

Room Division

The housekeeping department performs the function of accommodation service business. This department accounts for a large proportion of the hotel's revenue.

The duty of the housekeeping department is to serve guests in the best, most attentive and polite way.

Housekeeping department work areas: Bedroom area, public area and laundry department.

Housekeeping staff work in 3 shifts: Shift 1: 07:00 AM – 03:45 PM

Shift 2: 02:00 PM – 10:45 PM

Shift 3: 10:30 PM – 07:15 AM

But due to the nature of the day office department's work, the night shift has a small number of employees, just to serve the needs of customers, so usually only one or two employees stay to work.

Food and beverage department : Its main function is to sell food and beverages and serve the dining needs of guests at the restaurant. The food and beverage department is one of the largest departments and also plays an important role in the hotel. This department has a large number of employees and its revenue accounts for a large proportion of the hotel's total revenue.

Sales Department : The main function of this department is to be the bridge between customers and the hotel. This department is responsible for determining the selling price and adjusting the price to suit the market and the business plan; organizing and implementing the sale of rooms; organizing and implementing promotional activities for the hotel.

Accounting Department: Responsible for monitoring all financial activities of the Hotel, performing accounting work, controlling income and sales, preparing bank deposits, collecting late payments, preserving cash...

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