The restaurant has a capacity of 150 guests serving a variety of Vietnamese and international dishes, rich and selective.
Opening hours: From 10:00 to 14:00 and from 17:00 to 22:00.
LANDMARK LOUNGE (not open yet)
Located on the 10th floor of a 25-storey building. Serving guests staying at the Landmark floor. Serving breakfast, lunch and light dinner, selected drinks, free tea and coffee daily.
Opening hours: 6:00 to 23:00 depending on last guest.
PALM TWO BAR
Located on the first floor of the multi-purpose building adjacent to the outdoor swimming pool. Guests will enjoy an aperitif with food at the restaurant to discover new flavors.
Opening hours: 6:00 to 22:00. Serving selected drinks, wines and familiar drinks.
Bubble Bar
Located on the 2nd floor of the multi-purpose building of the I-NaHex Health Club. Serving healthy drinks, snacks and diet menus.
Opening hours: 10:00 to 24:00.
Not only serving food and drink at the restaurant, the hotel also meets the needs of guests to book parties with diverse types and methods of service. Most of the parties held in the hotel are wedding parties, with a rich menu, professional organization has become attractive to many young couples to choose the hotel as the place to hold their wedding ceremony. In addition, the hotel also organizes receptions, company parties, ... With the diversity in the types of party organization, it has increased the choice of customers in using the services at the hotel.
b) Business of additional services :
The business activities of Nam Cuong Hai Duong Hotel have many differences compared to 4-star hotels located in big cities, big tourist destinations such as Hanoi, Ha Long, Da Nang because the main market of customers are foreign experts working in industrial zones and a small number of guests are tour guests. Therefore, there are also many differences in the business of additional services. The main additional service of the hotel is the operation of clubs. In the first 6 months of 2010 alone, the hotel's clubs welcomed 7,700 guests, an average of 1,290 guests/month, in addition to the business of conferences, seminars, wedding parties... In addition, the hotel has additional services such as: Massage, sauna, minibar, laundry, shampoo, hairdressing...
The business of additional services has brought high profits in the hotel business. On the other hand, hotel managers always realize that if the additional services are good and of high quality, that is the basis for customers to choose the hotel as their place to stay.
2.2.3. Pricing policy
Price is an extremely important factor, it directly affects the business results and survival of the enterprise. In addition to attracting customers by improving product quality, increasing advertising activities, Nam Cuong Hai Duong Hotel always attaches importance to building a reasonable price policy to both attract customers and make a profit.
Table 2.11: Room types and room rates of hotels of the same class
TT
Hotel | Room type | Single room (USD) | Double room (USD) | |
1 | Bao Son (Hanoi) | Suite | 140 | 145 |
Deluxe | 120 | 130 | ||
Superior | 100 | 110 | ||
Standard | 90 | 100 | ||
2 | Fortuna (Hanoi) | Suite | 165 | 175 |
Deluxe | 130 | 120 |
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Superior | 85 | 100 | ||
Standard | 75 | 85 | ||
3 | Sunway (Hanoi) | Suite | 140 | 150 |
Deluxe | 105 | 110 | ||
Superior | 85 | 95 | ||
Standard | 75 | 85 | ||
4 | Nam Cuong (Hai Duong) | Suite | 135 | 140 |
Deluxe | 110 | 120 | ||
Superior | 85 | 95 | ||
Standard | 75 | 80 |
(Source: According to the author's investigation) Table 2.11 shows that the room rates of Nam Cuong Hai Duong Hotel are always equal to and lower than those of hotels of the same class. The hotel has offered prices that are consistent with the quality of service and customer perception to create comfort for guests. In addition, the hotel also has a reasonable and flexible price mechanism for different types of guests, especially guests of travel agencies. If they are regular guests, long-term guests or guests traveling in large groups, the hotel has a suitable discount policy. However, it is only seasonal, and the hotel's prices are generally maintained, along with the continuous improvement of service quality. That has contributed to the hotel's reputation. The hotel also considers price fluctuations in the market to price its products and services.
yours appropriately.
As presented in the previous sections, Nam Cuong Hai Duong Hotel does not have competition from hotels of the same class in the same area of operation, but has competition from small state and private hotels. With these hotels, their products are not diverse and rich, but their room rates are much lower than Nam Cuong Hai Duong Hotel. The low room rates of those hotels have caused Nam Cuong Hai Duong Hotel to lose a significant number of guests. Some 2-star hotels such as:
Phuong Dong, Hoa Hong, Phuong Nguyen, Hai Duong, Kim Son... prices range from only 15USD - 55USD, much lower than the room rates of Nam Cuong Hai Duong hotel.
Price is always a sensitive factor, so offering a suitable price that is acceptable to customers and profitable for the hotel is always a difficult problem. To do this well, the hotel has offered flexible prices to attract customers and be competitive with hotels of the same class in the city.
2.2.4. Distribution policy
Along with perfecting and innovating product and service categories and building a reasonable pricing policy, an important policy in marketing strategy is the distribution policy.
The hotel's distribution channels function as a bridge between sellers and buyers. At Nam Cuong Hotel, the distribution policy is implemented in a relatively diverse manner, mainly through two channels: direct distribution and indirect distribution.
Direct distribution channel: through representative offices, embassies... Hotels directly contact representative offices in provinces and cities such as Quang Ninh, Hai Phong, Ho Chi Minh City, foreign companies, embassies... mainly in Hai Duong and some large cities, to introduce their products and services and when there is an opportunity, they will introduce them to the hotel. For example, in large industrial zones such as Dai An, Phuc Dien, hotels directly contact the company office, ask them about foreign guests working at their company, the hotel will introduce and contact them in advance. Using this channel, hotels can easily control activities in the channel.
Indirect distribution channel: through travel agents. This channel helps attract a large number of tourists traveling along routes such as Hanoi - Hai Duong, Hanoi - Hai Phong... using this channel, helps hotels attract a large number of tourists, the booking process is done well, with few errors causing discomfort to guests.
2.2.5. Promotion policy
Advertising is the use of all means of communication between sellers and buyers to persuade them to buy their products. Therefore, all products that want to be sold, especially in large quantities, must implement an advertising policy. For hotel services, this issue is even more necessary. Since its establishment, Nam Cuong Hotel has always paid attention to this issue, and has invested relatively large amounts in a long-term development strategy, creating solid conditions for the hotel's development.
Through direct information channels - always highly effective - it can be information from hotel staff, or from customers. In which, word of mouth information from customers has a great effect in promoting the image of the hotel to customers. In addition, the hotel also issues documents, brochures introducing the hotel, distributed inside and outside the hotel.
In addition to building and developing its reputation, Sao Bien Hotel also focuses on advertising and introducing its products and services. This is clearly demonstrated through the following methods:
Hotel advertising: focuses mainly on customers staying at the hotel. Here, the hotel will introduce to customers the products and services available at the hotel. In the hotel, any product or item has the hotel's logo - from the logo decorated outside the hotel to the reception desk, all items in the hotel are printed with the hotel's logo.
Make a good first impression when you come to the hotel. Hotel brochures are placed at the reception desk, in the waiting room, in the guest rooms... and are always arranged in a reasonable, easy-to-see, and most convenient way to create an impression and attract the attention of customers.
In restaurants, from the menu to the chopsticks… also carry the hotel’s own symbol and style. All have images and colors.
most distinctive, with the most attractive words to easily attract customers.
Advertising outside the hotel through brochures, leaflets, printed with images and services of the hotel with detailed, specific information. Through that, customers can feel more clearly about the hotel through the facilities, services and service quality through information and beautiful and eye-catching images.
The hotel also conducts advertising programs in the press, introducing itself. The hotel has magazines, newspapers, printed calendars, etc. sent to customers and partners through customer conferences, exhibitions, seminars, fairs, etc. The hotel regularly participates in domestic tourism exhibitions and fairs, introducing and advertising its products, at the same time learning experiences, finding partners and signing tourism contracts.
On holidays, Tet, vacations, etc., the hotel also has promotions, but the cost of promotions is also very low. Therefore, compared to competitors, the hotel's promotions are still very limited.
2.2.6. Human policy
People are a very important factor in completing the service products in the hotel. That is why the hotel has a clear distribution of functions and main tasks to each department. However, each person in the hotel must understand the work of the hotel to be able to answer customers about any issues that customers need to know. The operation work is carried out by the staff relatively closely, accurately and closely following the program.
The hotel always creates conditions for hotel staff to improve their skills such as inviting lecturers to teach foreign languages to staff, sending its staff to other hotels to learn, experienced staff always mentor new staff.
The attitude of the staff is one of the factors that create service civilization. To improve service civilization, the first thing is to improve service skills and the attitude of the staff towards customers. Before starting work
Hotel staff have also been thoroughly trained in both professional skills and service attitude such as: always smiling and welcoming when serving, not speaking loudly in the hotel, walking gently and not running in the hotel, any staff or employee must greet guests when meeting them, staff are not allowed to use the guest's stairs except in urgent cases...
In addition, the direct labor force is relatively old, such as the housekeeping and cleaning departments, etc. This affects the customer service process because the service industry always requires agility, good communication and broad knowledge.
From not being trained in professional expertise and foreign languages, the service attitude of the staff is still weak, such as some departments: restaurant, room service, etc. are not proactive in welcoming guests, not creating a family atmosphere due to fear of contact with guests.
The hotel has a very active team of supervisors, always closely monitoring all employee activities. This team always checks and detects employee mistakes to promptly correct them. The hotel enforces a very strict disciplinary regime, with no tolerance for any employee violations. When violating, employees are fined, and in severe cases, they may be fired.
Because the hotel is quite large, the staff is encouraged to learn the names of the guests to make them feel important here, and they are very happy to have this feeling. For some important guests (VIP guests) and regular guests, the staff is required to learn the guests' names.
The hotel builds a very good atmosphere among the hotel staff: encourages everyone to join the union; cares about the lives of staff members, shown through the hotel staff's meals, the canteen has a TV, etc. But on holidays, the hotel does not have a suitable bonus policy.
The hotel tries to create a link between the departments in the hotel, when necessary, one department can help another department with some work.
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2.2.7. Some factors affecting hotel marketing activities
In addition to the above factors affecting the hotel's marketing activities, there are a number of factors affecting the hotel's marketing activities such as: creating packages and programs, partnership policies, etc.
- Creating a complete product and program: Nam Cuong Hotel always tries to provide almost all the service needs of customers. Through creating a complete program of hotel products and services such as: rest, dining, entertainment, health care... In order to serve the maximum needs of customers for rest and entertainment and most importantly, invisibly prolonging customers' spending on using the products and services in the hotel.
The hotel also sets up appropriate periodic activity programs, thereby creating an advantage in attracting guests to the hotel. The hotel always offers its action programs based on practical conditions, with appropriate business strategies to create newness and attract customers. In addition, the program establishment also aims to create a systematic service chain, thereby creating high efficiency in business.
- Partnership policy : For tourism business in general and hotel business in particular, developing partnerships is very important. Partnerships here are first of all the sources of input products and equipment for hotels. Due to the characteristics of hotel services, input products must be imported from reputable suppliers in the market. Guaranteed input products mean that the quality of products created in the hotel will be guaranteed.
In the hotel, the equipment in the hotel is imported according to a certain time. Raw materials such as; food, fresh flowers, cosmetics ... are imported daily because these are products that are mostly consumed during the day. Therefore, to ensure a stable and long-term supply, the hotel has set up