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Solutions to improve the quality of reception service - Palace Hotel Saigon - 21


APPENDIX

1. Business results of Palace Hotel in the first 9 months of 2011:


DVT: Copper & %



Category


KH 09 months


Perform 09

February 2011

%

perform


Do 9

February 2010

Compared to 9 months

2010

1.ROOM

RECEPTION


46,423,400,000


49,983,293,028


108%


43,185,170,609


115.74%

* Revenue

bedroom


441,424,000,000


47,600,795,165


108%


40,794,075,571


116.69%

* Phone

37,000,000

18,929,490

51%

19,966,605

94.81%

* Fax & Internet


13,653,309


22,610,153

60.39%

* Other services

(print, photocopy…)


36,000,000


13,603,837


38%


320,954,274


4.24%

* Meeting room

1,688,000,000

1,770,384,526

105%

1,561,682,647

113.36%

* Minibar

222,000,000

232,901,837

105%

194,016,881

120.04%

* Laundry

298,000,000

333,024,864

112%

271,864,478

122.50%

2. RESTAURANT


27,329,827,276


24,326,339,710


89%


20,161,336,634


120.66%

* 14th floor

2,659,000,000

2,064,891,444

78%

4,318,501,631

47.81%

* 5th and 6th floors

12,570,827,276

13,150,163,016

105%

12,525,348,339

104.99%

Buffet

breakfast



365,484,563



89,067,516


410.35%

Buffet lunch

4,964,078,000

3,865,074,891

78%

3,112,974,965

124.16%

Buffet dinner

3,553,600,000

4,119,242,587

116%

4,377,509,514

94.10%

- Tea break


927,532,770


708,149,468

130.98%

- Party

4,053,149,276

3,872,828,205

96%

4,237,646,876

91.39%

* Caliber

12,100,000,000

9,111,285,250

75%

3,317,486,664

274.64%

- Cafe (ground floor)

2,621,666,000

2,279,723,479

87%

2,669,398,905

85.40%

- Lounge

9,478,334,000

6,831,561,771

72%

648,087,759


3. SPA

2,195,000,000

2,205,025,258

100%

1,842,491,036

119.68%

Total

75,948,227,276

76,514,657,996

101%

65,188,998,279

117.37%

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Solutions to improve the quality of reception service - Palace Hotel Saigon - 21

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Appendix 1: Palace Hotel's business performance.


(Source: Palace Saigon Hotel Sales Department)


2. Room facilities.


o Bathtub, standing bathtub depending on room type.

o Cable TV.

o Hair dryer.

o Beds (size and quantity depending on room type)

o Air conditioning.

o Mini bar.

o Safe.

o Wardrobe.

o Water heater.

o International phone.

o Free wireless internet in every room and no password.

o Free coffee and tea every day.

o 2 free bottles of mineral water per day.

3. Functions and tasks of departments.


Human Resources


Although the human resources department does not directly serve guests, it plays an important role in the hotel. It is responsible for assisting other departments in recruiting and training staff. This department also handles all policies related to human resources, labor policies, salaries, etc. It directly organizes the signing of contracts with employees when the recruitment is successful. This is the department that brings professionalism in the service style of employees to customers.


Security Department


Responsible for protecting the property of guests, staff and the hotel. At Palace Hotel, this department also includes Bellboy (in other hotels Bellboy is usually part of the front desk department) who is responsible for opening the door to greet guests, carrying luggage and guiding guests to the hotel. In addition, Bellboy staff also have to show and guide guests to tourist attractions as well as famous buildings in the city.

Sales and Marketing


This department plays a very important role in the hotel business. They are responsible for finding new customers, expanding the market. Taking care of and serving existing customers. Carrying out trade promotion activities, launching advertising campaigns, promotions, marketing, special programs on holidays. Thereby increasing room capacity to the maximum level and fully exploiting the existing services of the hotel.

Engineering Department


Responsible for repairing, maintaining and replacing all technical equipment in the hotel when problems arise. Ensure the normal operation of related computer software in the hotel.

Massage & Gym Department


Providing relaxation services as well as beauty and health care for guests inside and outside the hotel. Bringing absolute satisfaction to customers when staying at the hotel.

Kitchen Department


Responsible for providing delicious dishes that suit customers' tastes, regularly researching new and attractive dishes.

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