Quality Management of Employee Preparation

2.3.1. Room service quality management model

Ensuring the quality of perfect room service requires a great deal of manager capacity. Each manager has a different management style. To highlight the characteristics of each hotel, there must be a method of measuring service quality to know the ability to meet and serve customers effectively, and to ensure the business goals of the enterprise.

To learn about the experience of using the service quality management model of Sheraton and Sunrise hotels, the author had an in-depth interview with the room managers of Sheraton and Sunrise Nha Trang hotels, who said: Sheraton Hotel is a Marriot group, so most of the processes and standards used follow the group's regulations, and especially the service quality management model mainly uses the group's own model. In addition, they have researched and studied other models and used them for reference. Sunrise Hotel is a Vietnamese hotel that hires foreign managers, so they use a combination of methods, both managing according to their own model and using the Parasurama service quality gap model, but the way of using and operating the management of these two hotels is different. Thus, both hotels use their own models in service quality management and use other models to evaluate service quality more objectively and fairly in ensuring and maintaining the quality management of room services.

2.3.2. Managing the quality of staff preparation work

Managing the quality of employee preparation includes the following contents: personal standard requirements - the image of the employee will make a strong impression on the customer's perception such as clothing, hair, name tag, time, ... showing the professionalism and culture of the business. The level of management is shown in the following table:

Table 2.6. Level of quality management of staff preparation at Sheraton and Sunrise Nha Trang hotels

Content

Sheraton Nha Trang		Sunrise Nha Trang
Frequency (People)	Proportion (%)	Frequency (People)	Proportion (%)
Have	91	80.6%	77	78.6%
Are not	22	19.4%	21	21.4%
Total	113	100%	98	100%

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(Source: Author's investigation results)

According to the survey results (Table 2.6), the management of the quality of preparation work of the staff in the housekeeping department of the two hotels is regular and continuous. This is done by the two hotels in many ways such as checking, commenting, evaluating the style and attire of each staff at the beginning of the shift handover meeting, praising the staff who perform well and are exemplary, and reminding the staff who have not performed well and paying special attention to new staff and trainees, interns, these cases are often managed, supervised, and old staff help, introduce, and guide. However, the level is different: Sheraton hotel manages according to the group's standard process, accounting for mainly 80.6%, Sunrise hotel regularly works for 78.6%. This shows that this is an important activity in ensuring the quality of room service, and it is necessary to increase regular inspections to ensure that the work process of employees is less prone to errors. The rate of not checking the preparation of employees at Sheraton Hotel is 19.4%, Sunrise Hotel is 21.4%, this rate falls into cases where employees work overtime, broken shifts, are controlled by card scanning and timekeeping at the hotel entrance, the work preparation part is a continuation of the work of the previous shift, so there is no need to participate in preparation and shift handover.

Employee performance and quality employee management at the two hotels were directly evaluated by customers through the following survey:

Table 2.7. Customer survey on staff evaluation at Sheraton and Sunrise Nha Trang hotels

Sheraton Hotel

Very satisfied	Comedy heart	Central jar	Are not satisfied	Very not satisfied
Polite attitude	91.1%	3.9%	0.0%	0.0%	0.0%
Agility	42.1%	57.9	0.0%	0.0%	0.0%
Enthusiasm	53.2	42.7	4.1	0.0%	0.0%
Trust	42.3	48.1	9.6	0.0%	0.0%
Understanding of services in hotel	55.5	33.1	11.4	0.0%	0.0%
Understanding customer psychology	47.2	50.3	2.5	0.0%	0.0%
Ability to resolve issues of the customer	40.3	45.2	14.5	0.0%	0.0%
Sunrise Hotel	Very satisfied	Comedy heart	Central jar	Are not satisfied	Very not satisfied
Polite attitude	88.7%	11.3%	0.0%	0.0%	0.0%
Agility	39.3%	60.1%	0.0%	0.0%	0.0%
Enthusiasm	50%	40.0%	10.0%	0.0%	0.0%
Trust	42.3%	48.1%	9.6%	0.0%	0.0%
Understanding of services in hotel	53.3%	32.0%	14.7%	0.0%	0.0%
Understanding customer psychology	46.0%	48.0%	6%	0.0%	0.0%
Ability to resolve issues of the customer	39.3	42%	19%	0.0%	0.0%

(Source: Author's investigation results)

From the survey results in Table 2.7 above, it shows that the level of customer satisfaction with the quality of staff at the two hotels Sheraton and Sunrise Nha Trang is mainly concentrated at the level of very satisfied and satisfied. The average rate is small. The level of dissatisfaction and very dissatisfied has no choice of customers. Thereby showing that

The quality of staff preparation management of the two hotels is very good. Thus, the quality management of staff at the two hotels is very good thanks to specific plans and evaluation criteria for staff and regulations on staff rewards are clearly specified, easy for staff to understand and implement well.

2.3.3. Guest room hygiene quality management

Guest room hygiene quality management is one of the biggest management contents in room service quality management. The housekeeping department must always ensure comprehensive room hygiene quality in all areas from the corridor, staff area, especially guest rooms. This management work is shown through the following data table:

Table 2.8. Level of room hygiene quality management at Sheraton Hotel

and Sunrise Nha Trang

Content

Sheraton Nha Trang		Sunrise Nha Trang
Frequency (People)	Proportion (%)	Frequency (People)	Proportion (%)
Frequent	110	97.3%	94	96%
Sometimes	3	2.7%	4	4.0%
Never	0	0%	0	0%
Total	113	100%	98	100%

(Source: Author's survey results, 2019)

Through table 2.8, it can be seen that the level of room hygiene quality management is strictly managed and monitored. The management level at Sheraton Hotel accounts for 97.3%, Sunrise Nha Trang Hotel accounts for 96%. Thus, the two hotels pay great attention to the quality of guest room hygiene and this is the standard that the hotel is committed to ensuring with customers. To achieve the above results through the practical learning process at the hotel and direct observation at the two hotels, many ways have been implemented in managing the quality of guest room hygiene such as: supervising the work process of employees, checking the quality of hygiene. Especially for cleaning the guest room, after the staff has finished cleaning, the supervisor must check the quality.

cleaning and acceptance of cleaning quality according to the hotel's standards. In addition, the quality of room cleaning is also checked randomly by the room manager and the hotel director. Rooms that meet the standards after being inspected will be accepted, but if the quality does not meet the standards, the staff will be required to do it again. Meanwhile, the rate of occasional management is very small, Sheraton Hotel accounts for 2.7%, Sunrise Hotel accounts for 4%. The frequency of occasional management often occurs for empty rooms or rooms that are temporarily closed for repair and maintenance.

Assessment of this issue is also shown through the customer assessment survey on the level of cleanliness of guest rooms shown in the following table:

Table 2.9. Customer reviews of the quality of room hygiene at Sheraton and Sunrise Nha Trang hotels

Content

Sheraton Nha Trang		Sunrise Nha Trang
Frequency (People)	Proportion (%)	Frequency (People)	Proportion (%)
Very satisfied	144	96.0%	142	94.7%
Satisfied	6	4.0%	8	5.3%
Medium	0.0	0%	0.0	0%
Not satisfied	0.0	0%	0.0	0%
Very dissatisfied	0.0	0%	0.0	0%
Total	150	100%	150	100%

(Source: Author's survey results) According to the above table, the quality of guest room hygiene of the two hotels was tested and evaluated by customers at a very high rate. At Sheraton Hotel, the main guests are international guests, who rated the level of satisfaction at 96.0%. At Sunrise Nha Trang Hotel, the main guests are Chinese, European, and Vietnamese guests, who rated the level of satisfaction at 94.7%, proving that the quality of guest room hygiene is very well managed. The Sheraton Hotel has a very low satisfaction rate of 4.0%, while Sunrise Nha Trang Hotel has a rate of satisfied customers at 5.3%. There are 0% of relatively satisfied and dissatisfied guests. Besides

Accordingly, on the Tripadvisor website, 2,209 customers participated in evaluating the Sheraton hotel, ranking it 29/368 hotels, rated excellent with a total score of 4.5/5 points for most criteria. Specifically, tracking the review comments of the location factor was 4.5/5 points, the cleanliness factor was 4.5/5 points, the service factor was 4.5/5 points and the entertainment factor was 4/5 points. Sunrise hotel had 1,409 customers participating in the review, ranking it 30/368, rated excellent with a total score of 4.5/5 points for each criterion of location, cleanliness, service, and entertainment. Thus, synthesizing the above survey sources shows that the hygiene of the two hotels always maintains an excellent position, however, more measures are needed to maintain and improve the quality.

* Content of guest room hygiene quality management.

The content of guest room hygiene quality management includes: Requirements and standards for bedroom hygiene, requirements and standards for bathroom/toilet hygiene, principles of room cleaning and management of guest room cleaning process. This is shown in the following data table:

Table 2.10. Quality management of guest room hygiene at Sheraton and Sunrise Nha Trang Hotels

Content

Sheraton Nha Trang		Sunrise Nha Trang
Frequency (People)	Proportion (%)	Frequency (People)	Proportion (%)
Requirements and standards for bedroom hygiene	45	39.9%	41	41.9%
Room cleaning requirements and standards bath/toilet	46	40.8%	40	40.9%
Principles of chamber cleaning	12	10.6%	9	9.1%
Manage the chamber cleaning process guest	10	8.7%	8	8.1%
Total	113	100%	98	100%

Source: Author's investigation results

According to the above table, the management of guest room hygiene quality mainly focuses on two main contents: requirements and standards for guest room hygiene.

sleeping, bathroom/toilet hygiene standards. Sheraton Hotel's management level according to Bedroom Hygiene Requirements and Standards reached 39.9%, Bathroom/toilet hygiene requirements and standards reached 40.8%. Sunrise Hotel's management level according to Bedroom Hygiene Requirements and Standards reached 40.9%, Bathroom/toilet hygiene requirements and standards reached 41.9%. The content of room cleaning principles is also managed by the hotel but at a lower rate, Sheraton Hotel accounts for 10.6%, Sunrise Hotel accounts for 9.1%. Management of guest room cleaning processes is applied at a lower level, Sheraton Hotel accounts for 8.7%, Sunrise Nha Trang Hotel accounts for 8.1%. Thus, according to the research results, both hotels focus on managing room cleaning quality based on Bedroom Hygiene Requirements and Standards and Bathroom/toilet hygiene standards. However, the two hotels also need to further promote the work of strengthening management and supervision of room cleaning principles and room cleaning processes to improve labor productivity and ensure hygiene quality.

2.3.4. Management of public area hygiene quality

Public areas are areas that often attract a large number of guests, especially during peak seasons and events. To ensure strict hygiene and prevent all sources of bacterial infection, the division of labor in this area must also be based on cleaning hours with the least amount of guests. The management of public area hygiene quality at the two hotels is demonstrated through the results below:

Table 2.11. Level of hygiene management quality in public areas at Sheraton and Sunrise Nha Trang hotels

Content

Sheraton Nha Trang		Sunrise Nha Trang
Frequency (People)	Rate (%)	Frequency (People)	Rate (%)
Have	108	95.6%	92	93.9%
Are not	5	4.4%	6	6.1%
Total	113	100	98	100

(Source: Author's investigation results)

From the data in Table 2.11, it can be seen that the standard hygiene quality management work is applied regularly and continuously at Sheraton Hotel accounting for 95.6%, Sunrise Hotel accounting for 93.9%. To achieve the above work results, the two hotels have had many ways to manage and implement the organization, operation, supervision, inspection and evaluation of hygiene quality such as: scheduling work for employees a week in advance, regularly patrolling, checking and supervising, urging and reminding, coordinating employees during peak hours and high season. Both supervisors, managers and directors regularly go to check and grasp the situation and handle incidents that occur. However, there are times when the application of procedures and inspection and supervision have not been implemented or have not been implemented well due to the high traffic season, overlapping work, etc. Specifically: Sheraton Hotel accounts for 4.4%, Sunrise Hotel accounts for 6.1%. In general, to improve service quality and avoid unfortunate and unwanted incidents such as accidents due to slipping, it is necessary to further strengthen inspection and supervision work.

2.3.5. Applying responsible tourism principles

Why do hotels apply these principles and include them in the management of room service quality? Through discussions with experts from two hotels, it is said that the development of the accommodation business must follow the trend of the times to ensure fairness between the exploitation and use of resources and the protection and balance of the ecosystem. Therefore, the application of responsible tourism principles in the room service department is necessary. Including this content in the management of room service quality because this job is managed by the room service department and directly performed by the room service staff. The application and frequency of application of responsible tourism principles of the hotel is shown in the following table:

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