Sofitel Legend Metropole Haoi Case Study

The accommodation sector is about giving a warm welcome and taking the time to give customers a great experience. This sector includes all businesses that provide a place to sleep as part of their offer to the guests, including hotels, lodges, motels, backpackers, holiday parks and serviced apartments.

Hilton Hotels is one of the biggest players in the US lodging industry. It contributes to about 9% of the total rooms in US lodging market. It has presence in over 78 countries with more than 2500 hotels. Lodging industry is highly capital intensive industry, so to reduce capital expenditure Hilton Hotels opted for self-owned Hotels as well as franchising model with the real estate owners. One of the key features of lodging industry is low switching costs for customers. There is very little margin to differentiate from the major competitors in the industry which include Marriott international, IHG, Accor etc.

The scope of the hospitality industry refers to the range of businesses that provide services and facilities. The hospitality economy is one of the country’s key industries with huge growth prospects in jobs. In employment terms, restaurant are easily the largest sector, closely followed by a pubs, bars and club with the hotel sector growing more slowly, and the contract food service sector holding steady .

It is usually divided into several distinct departments, each responsible for a particular area of the hotel. Thus, this is how the organization fits together. The General Manager is the main lead of the various hotel departments following by operations manager. While General Manager coordinating and formulate hotel policies and strategies, the operations manager will assume the responsibilities for the daily operations and management of the hotel. There are several major hotel departments in the hotel such as Maintenance, Security, Human Resources, Food and beverage (F&B), Sales and marketing, Accounts, Front Office and Housekeeping. Based on the conversation with the HR personnel, this hotel has more than 200 employees working together to runs 24 hours operations. The larger the hotel is and the more facilities it offered, the more specialized the departments

1).The relationship between Hospitality and Tourism: Tourism and hospitality go hand in hand, the hospitality industry offer services like accommodation, transportation, food and beverage, recreation and leisure. Tourism is the activity by the tourists where they engage in travelling to destinations where they want to experience recreational and leisure activities and most of the time avails of accommodation, food and beverage. The hospitality industry is the supplier of the services for tourism. The meaning of hospitality is providing a safe and enjoyable environment for patrons. It also means responsibly serving liquor, to ensure that patrons do not become unduly intoxicated and subsequently a problem for management, staff and the

2. Sufficient funding. The company gladly provides funds for professional development and implementation of service strategy. To perform its activities hotels should have various means of labor. The set of instruments of labor, operating in the hospitality industry, makes the material and technical base. Material and technical base is the basis for the development of the hotel industry, as it creates all the necessary conditions for serving guests a full

These departments had its own functions which contribute in daily operation of Syuen Hotel. Sales and Marketing department is responsible for selling the room nights and different type of conference facilities to various clients and also to individual guest for holiday purpose. Other than that, they also responsible to create the brand image of the Syuen Hotel in the market and also performance as a representative for hotel and provide different information of changes and updating. While in Food and Beverage department, there are separated into four which is main kitchen, Chinese kitchen, coffee house and banquet. Main kitchen is the area where the process of food receiving, storing, preparing, cooking, serving and clearing will take place. In Chinese kitchen, they only serve Chinese foods and coffee house will serve coffee, buns, pastry and also other refreshment. Banquet is large meal of feast, complete with main courses (main dishes) and desert (beverages, cake and biscuits). It is usually serves for charitable get-together, a

Each department in hotel has to work like part of one big mechanism. Each part complements each other and makes all hotel better for times than it is. That is why connections and relations between departments are very important.

(Touryalai, 2015)The competitors in the market come from the large and small hotel competition, including self-supporting hotel; the market in various modes of fragmentation, and about 800 million rooms is the franchise mode to operate, which occupy the 45% of the capacity of the market, and intercontinental hotels occupy the franchise market share with 3% of the market share of 8%. Although the proportion of franchise market share in the number of rooms only 45%, but in the past few years, the average annual growth rate of franchise mode is about 3.8 percent. Its growth rate of the number of rooms’ speed is 2 times. (Fox, 2015)This means a client to begin a preference gradually franchise the right to operate the business model, that is, brand oriented. Inter Continental Hotel is undoubtedly one of the biggest beneficiaries in this process. In addition, we can not ignore a chain effect is in the changing process of the market structure, self-supporting hotel owners awareness to them in the inferior position in the competition, so they began to give self-supporting Hotel similar to intercontinental hotel that specializes in providing management services to the company management, which undoubtedly increases the competitiveness of Inter Continental

Dave Collins, the H.I.D.’s president made an aggressive goals which including increase the number of hotels by 50 within 10 years. Hence, if the goals proposed by Collins were accepted among the H.I.D management team members, the company will need to build probably 26 or 27 hotels over the next five years in several new locations in order to reach the strategic goals. Besides, the strategic planning that the company need

Shangri-La starts their business since 1971, and 40years passed, Shangri-La become world-class luxury hotel group, and also the Asia-Pacific region’s most popular business hotel brand. They are doing an excellent job in the way of Asian culture luxury hotel brand. But the weaknesses are still there, like brand awareness is almost restricted to Asia, and they are limited to focus on business travellers. I think that’s one of the reasons for them to establish a new brand-Kelly. Kerry hotel as the new and additional high-end hotel brand is well developing, now. In Mainland China already have two hotels, and one will open at the end of this year (2016) in Hong Kong.

The account that I have chosen is Shangri-La Hotel. Shangri-La Kuala Lumpur is an award-winning 5 stars luxury hotel located in Sultan Ismail Road, Kuala Lumpur. It is managed by Shangri-La Hotels and Resorts. Shangri-La Hotel, Kuala Lumpur offers the ultimate in comfort and convenience in its 662 luxuriously appointed guestrooms and suites (Cobaj, n.d.). Its Horizon Club is a sanctuary of comfort and elegance reserved for today’s frequent travellers to experience a higher standard of accommodation and service.

The hospitality industry is a part of larger enterprise known as travel and tourism industry. The travel and tourism is a vast group of business with one goal in common providing necessary and desired products services to customers and travels.

This proposal aids to contribute a path to a business and assists the business to remain intact in the market place through giving a paint of a business which despite its popularity faced a downfall after the new weaker management could not improve the profit as well as the quality standards of the hotel. Additionally, it concentrates that business should be built with smart and good work of management instead of influential connections and relations. Recommendations have been provided in the proposals that can assist in saving the reputation of the business and various factors like improving the performance of employees, relationship with employees, training required, etc. have also been included.

“Galactica”, an international hotel management company is about to develop a mixed-use hotel project on the Beach of Da Nang, Vietnam, by forming a joint venture with Da Nang Development Company, a corporation owned by the Vietnamese Government.