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On-site training activities in 4-star hotels in Nha Trang city, Khanh Hoa province - 2

LIST OF TABLES

Table 2.1. Current hotel classification table in Nha Trang city 38

Table 2.2. Organizational structure of Sao Viet Hotel 39

Table 2.3. Training level of managers and staff at Sao Viet Hotel 40

Table 2.4. Organizational structure of StarCity Hotel 41

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Table 2.5. Training level of managers and staff at StarCity Hotel 42

Table 2.6. Current status of on-site training content for human resources of selected hotels for study 43

On-site training activities in 4-star hotels in Nha Trang city, Khanh Hoa province - 2

Table 2.7. Evaluation of on-the-job training programs of selected hotels for study 46

Appendix 4: Table 2.8. Assessment of selected hotel managers on the current status of using 110

Appendix 5: Table 2.9. Evaluation of selected hotel staff on their current status of using on-the-job training methods 111

Table 2.10. Research subjects' evaluation of on-the-job training methods at StarCity Hotel and Sao Viet Hotel 49

Table 2.11. Research subjects' assessment of the quantity of facilities and on-site training equipment at StarCity Hotel and Sao Viet Hotel .. 50 Table 2.12. Research subjects' assessment of the quality of facilities and on-site training equipment at StarCity Hotel and Sao Viet Hotel .. 52 Table 2.13. Current status of methods for testing and evaluating on-site training results at selected hotels for research 53

Table 2.14. Current status of on-site training testing and evaluation at selected hotels 54

Table 2.15. Evaluation of hotel staff on on-site training costs 55

Table 2.16. Evaluation of hotel staff on appropriate job assignment for learners after on-the-job training 56

Table 2.17. Evaluation of hotel staff on the salary paid by the hotel after on-the-job training 57

Table 2.18. Level of satisfaction of learners with on-the-job training courses at selected hotels for study 58

Table 2.19. Level of improvement in learners' working capacity after on-site training courses at selected hotels for study 59

Table 2.20. Learners' perceptions of the impact of the training program on assigned work 61

Table 2.21. Learners' perceptions of the effectiveness of the training program on assigned work 61

Appendix 6. Table 2.22. Tourists' evaluation of service quality at 4-star hotels in Nha Trang city, Khanh Hoa province 112 Appendix 7: Table 2.23. Tourists' evaluation of the capacity of staff directly providing services at the hotel's Reception department 113

Appendix 8. Table 2.24. Tourists' assessment of the capacity of staff directly providing services in the Hotel Room Service Department 114

Appendix 9: Table 2.25. Tourists' assessment of the capacity of staff directly providing services in the Hotel Restaurant department 115

INTRODUCTION

1. Reason for choosing the topic

In recent years, we have witnessed the remarkable development of the Hotel industry. The Hotel industry has created jobs for many workers and contributed significantly to the country's GDP growth. According to data from the General Department of Tourism, in 2019, Vietnam welcomed more than 18 million international visitors, 85 million domestic visitors, total revenue from tourists reached

700,000 billion VND. According to Khanh Hoa Department of Tourism, in the first 3 months of 2019, the province welcomed 1.6 million tourists, of which 900,000 were international visitors. To meet the above strong growth, the number of accommodation establishments in the province has increased significantly. According to current statistics, Nha Trang city has 29 accommodation establishments that have been officially recognized as 4-star with a total of 4,461 rooms (As of the end of 2018), accounting for about 19.3% of the total number of rooms in the city, accounting for 15.6% compared to the whole province. Corresponding to the strong development of accommodation facilities, the need for human resource development of 4-star hotels in Nha Trang city has increased significantly. Besides the need for development in quantity, the need to improve the quality of human resources is very important and necessary. One of the measures to improve the quality of human resources is regular training. However, in recent times, on-site human resource training at these hotels has not received due attention. Many hotels only focus on investing in recruitment without paying attention to human resource training, especially on-site human resource training. Even in training, only focusing on training skills and expertise without paying attention to educating service attitudes and soft skills needed for a successful worker in the tourism service sector (communication skills, situation handling skills, teamwork skills, time management skills, etc.). Most 4-star hotels in Nha Trang city have not devoted the necessary resources such as finance, human resources and time to training and improving foreign language and IT skills for workers.

Dynamic - important skills needed by workers in the 4.0 revolution and international integration. On-site training methods at these hotels have not yet promoted the positivity and initiative of learners; The budget for training is still limited... leading to low training efficiency. In order for 4-star hotels to have a professional workforce, fully equipped with moral qualities, as well as professional capacity, expertise, IT skills, foreign languages, soft skills, ... contributing to bringing unique, attractive, quality products; Creating customer satisfaction and comfort, that is, for hotel businesses to have a competitive advantage in the market, hotels must pay special attention to on-site training of human resources. For the above reasons, the study of "On-site training activities in 4-star hotels in Nha Trang city, Khanh Hoa province " is both scientifically and practically significant, contributing to the completion of the theoretical system, as well as improving the practical effectiveness of on-site human resource training at these hotels.

2. Subject, object and scope of research

2.1. Research object: On-site training activities at 4-star hotels.

2.2. Research subjects: Sao Viet hotels and StarCity Nha Trang hotels.

2.3. Scope of research

- Scope of content: Only focuses on researching on-site training activities in StarCity hotels and Sao Viet hotels.

- Spatial scope: 4-star StarCity and Sao Viet hotels in Nha Trang city, Khanh Hoa province.

- Time range: Statistics and reports on hotel training activities in the past 5 years. Actual survey data in 2019.

3. Research purpose and tasks 3.1. Research purpose

Based on the correct assessment of the current status of on-site training activities at 4-star Sao Viet hotels and StarCity Nha Trang hotel - Causes of the current situation, propose solutions to contribute to improving the quality of on-site training activities at these hotels.

3.2.Research tasks

- Systematize some theoretical issues on on-site training of hotel human resources.

- Analysis of the current situation of on-site training of human resources at the 4-star Sao Viet Hotel and StarCity Nha Trang Hotel in Nha Trang city, Khanh Hoa province - Causes of the current situation.

- Proposing solutions to improve the quality of on-site training of human resources at 4-star Sao Viet hotels and StarCity Nha Trang hotels in Nha Trang city, Khanh Hoa province.

4. Research methods

4.1. Secondary data collection method

- Research and refer to documents related to the Party and State's policies on the direction of labor force development in the tourism industry.

- Research reports on the accommodation situation in Nha Trang city, Khanh Hoa province in recent times; Research projects on tourism development orientation for the following years in Khanh Hoa province.

- Research and refer to the viewpoints on on-site labor force training in the Tourism industry in general and the Hotel industry in particular today.

- Research on on-site training models for human resources in production units, occupational labor characteristics and labor requirements in the hotel sector of Vietnam.

- Refer to related scientific research works: Theses, dissertations, scientific journals, ...

4.2. Observation method

a. Purpose: To observe the organization and on-site training of human resources at the selected 4-star hotels for research, to collect relevant data to supplement the research results obtained from the questionnaire survey method.

b. How to do it: Observe the behaviors, gestures and attitudes of the research subjects. Things to do when observing:

- Determine the purpose of observation;

- Observation planning;

- Conduct short-term and selective observations, record observation results;

- Process the results.

4.3. Expert interview method

Used to ask for opinions from experts, complete questionnaires, conduct surveys of staff at the hotel. In addition, through discussions with experts, the author has more basis in handling issues related to on-site human resource training at the hotel.

4.4. Questionnaire survey method

a. Purpose : This is the main research method of the thesis. The author uses this method to survey and evaluate the current status of on-site training activities at 4-star Sao Viet hotels and StarCity Nha Trang hotels in Nha Trang city, Khanh Hoa province and the causes of the current situation.

b. How to proceed:

- Identify research subjects:

The author identifies the research objects of this thesis as:

+ Management staff of 4-star Sao Viet hotels and StarCity Nha Trang hotel;

+ Hotel staff;

+ Hotel customers.

- Questionnaire development : We developed 3 questionnaires for 3 types of survey subjects:

+ Questionnaire 1: For hotel managers;

+ Questionnaire 2: For hotel staff;

+ Questionnaire 3: For hotel customers.

- Selecting research samples : For this thesis, we selected and researched 310 subjects, including 17 managers; 221 employees and 72 tourists of the 4-star hotels Sao Viet and StarCity.

- Conduct survey: Distribute questionnaires to research subjects and set a date to receive the questionnaires;

- Collect votes after survey.

- Resolve any problems that may arise.

- Process the results obtained.

4.5. Survey data processing method

a. Purpose : To process the results obtained from the questionnaire survey method.

b. Method: Use mathematical statistical formulas to calculate the average score and rank the survey contents; Use Spearman's rank correlation coefficient (1904:80) to find the correlation between the opinions of the subjects on the research contents:

6 d 2



In there:

r s = 1 -

I

n ( n 2 1)

r s = Correlation coefficient; d = Difference of ranks; n = Number of terms.

* Overview of data processing methods:

- Convention on survey scale and how to determine assessment level: Survey scale: Assessment is scored according to level (min = 1, max = 5), we can determine and compare the content through the average value:

+ Survey on the service status of staff at the hotel:

Level 5: Very good; Level 4: Good; Level 3: Fair; Level 2: Average; Level 1: Poor.

- Scale:

+ Survey on the current situation: with the formula to calculate the distance value: Distance value ax – Min): n = (5 - 1) : 4 = 1

Very good: 4 ≤ ≤ 5 points

Good, regular: 3 ≤ < 4 points

Fair, occasional: 2 ≤ < 3 points

Average, very rare: 1 ≤ < 2 points

Weak – poor, never: 0 ≤ < 1 point

In all the above research methods, the topic mainly uses Questionnaire Investigation and Mathematical Statistics, the remaining methods are only supplementary.

5. Thesis structure

In addition to the introduction, conclusion and recommendations, references, appendixes, the thesis consists of 3 chapters. Specifically as follows:

Introduction

Chapter 1. Overview and theoretical basis of on-site training of human resources in hotels

Chapter 2. Current status of on-site training of human resources at Sao Viet hotels and StarCity hotels

Chapter 3. Solutions to improve the quality of on-site training at Sao Viet and StarCity hotels

Conclusion and recommendations

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